Conflitos com clientes na gestão de projetos: estudo de caso

Abstract

There are methods and techniques of project management that help managers to utilize best practices coupled with experience and can enrich a project in order to build customer loyalty through efficient and effective communication, not only with regard to the quality of the project, but mainly focusing the aspirations of the client, providing services that add value to the growth of the company, and the company's own service provider. The case study presented in this monograph deals with the relationship between supplier and customer and shows the "Logic of the Service Dominant", along with project management, providing the exchange of values between customer and company value proposition beyond price negotiation and improving the satisfaction of all involved. With this case study we observed the problems of communication between customer and supplier, and even among teams working through field research, it is possible to list some alternatives to mitigate and correct the problem of communication both between customer and supplier, as all involved. It was possible to apply some actions raised in this case study done on monitoring of the billing process, mapping improvements and optimizing the system for users.