Title: Critical assessment for the performance measurement based on the customers' satisfaction of BrasilLata S/A

Authors: Edson Funke; Julio Cezar Mairesse Siluk; Jordana Rech Graciano Dos Santos; Vinícius Jaques Gerhardt

Addresses: Industrial Engineering Postgraduate Program, Federal University of Santa Maria, Avenue Roraima no. 1000 – Camobi, Santa Maria – RS, 97105-900, Brazil ' Industrial Engineering Postgraduate Program, Federal University of Santa Maria, Avenue Roraima no. 1000 – Camobi, Santa Maria – RS, 97105-900, Brazil ' Industrial Engineering Postgraduate Program, Federal University of Santa Maria, Avenue Roraima no. 1000 – Camobi, Santa Maria – RS, 97105-900, Brazil ' Industrial Engineering Postgraduate Program, Federal University of Santa Maria, Avenue Roraima no. 1000 – Camobi, Santa Maria – RS, 97105-900, Brazil

Abstract: The performance measurement models help in decision making, reflecting the organisation's strategy in a set of measures capable of measuring its performance. In this scenario, the present work aims to propose a case study for a critical assessment of current indicators and improvements by incorporating literature concepts on the customers' satisfaction of a company that produces metal packaging. The present study consists of applying customer satisfaction indicators from the balanced scorecard (BSC) perspective and proposes the execution of a diagnosis to measure the satisfaction indicator applied to the company's customers, and presents, in its evaluation phase, the individual satisfaction index of each customer, allowing the comparison and discussion of the results obtained. It is concluded that it is possible to measure and evaluate the company's customer satisfaction level under study through the use of the proposed model, where it appears that the overall customer satisfaction rate reached the level of 98.68%.

Keywords: measurement of organisational performance; performance indicators; customer satisfaction; competitiveness.

DOI: 10.1504/IJBIR.2022.122493

International Journal of Business Innovation and Research, 2022 Vol.27 No.4, pp.431 - 445

Received: 04 Dec 2019
Accepted: 15 Feb 2020
Published online: 28 Apr 2022 *

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