Aplicação do modelo racional de tomada de decisão para enfrentar reclamações de clientes: o caso da Norco Moçambique, Lda

Abstract

Application of the Rational Decision-Making Model to Address Customer Complaints: The Case of Norco Moçambique, Lda summary Day-to-day managers have to make decisions. The decisions you have to make must be rational, in the sense of contributing to the development of your company, both in the financial aspect as well as in terms of creating a favorable work environment. The decisions that managers make must be based on the rational decision-making model, which consists of identifying the problem, identifying the alternatives for solving the problem, analyzing the alternatives, making the decision and controlling it. But sometimes there is a conflict between those who manage the companies and the owners of the companies, when they are not simultaneously managers and owners. Therefore, there is a danger that the decisions made by the managers do not contribute to the development of the company according to the owners' wishes. The work applies the rational decision-making model to respond to the problem of Norco Mozambique's customers complaining about the fact that deliveries are made late and concludes that what causes the delay in the goods is the fact that the company does not do the early dispatch on your imports and the dispatcher with whom you work has many customers, thus not paying due attention to the company.(TRADUÇÃO NOSSA )