Implementação do Service Level Agreement no setor de pós-vendas no mercado peruano

Abstract

Due to the constant growth in the service sector, according to Silva (2013), the companies have been preparing for the new scenario that is to come. This paper focuses mainly on the implementation of the Service Level Agreement (SLA), showing its importance. It presents the models and processes for the implementation of this service in a company from Caxias do Sul, in the Post-Sales sector, in the foreign market. It explains facts and ways it should be used, following the steps of authors quoted in the text. Using an exploratory case study methodology with a qualitative approach, it analyzed and sought to meet the needs of the client, aiming mainly to reach a satisfactory deadline. After verifying the implementation, it may be concluded that with a new process or new service for the Peruvian representative, it was possible to obtain better delivery times, making customer service faster and being able to have reliability again with its main targets in the market.(sic)