English
Ciência-IUL
Publicações
Descrição Detalhada da Publicação
Management excellence model use: Brazilian electricity distributors case
Statistical modelling and risk analysis. Proceedings in Mathematics & Statistics
Ano (publicação definitiva)
2023
Língua
Inglês
País
Suíça
Mais Informação
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Abstract/Resumo
The article evaluates the impact of the use of the excellence management model (EMM) in Brasil by electricity distribution companies and their impact on customer satisfaction, that is, on the index of consumer satisfaction evaluation (ICSE). A total of 10 year were evaluated for the use of the model in groups of companies with different levels of model implantation (users, indifferent, engaged and winning) using statistical methods. As result, it was verified the existence of differences between the groups revealed the correct decision by the use of the model seen by this view. The results can be used by similar organizations or other industries.
Agradecimentos/Acknowledgements
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Palavras-chave
Excellence model,Costumer satisfaction,Electricity distributors,Parametric and nonparametric approach
Classificação Fields of Science and Technology
- Matemáticas - Ciências Naturais
