Resumo

DUQUE, María del Pilar et al. SISTEMA DE GESTIÓN DE LAS RECLAMACIONES POSVENTA EN EMPRESAS DE CONSTRUCCIÓN. Rev.EIA.Esc.Ing.Antioq [online]. 2005, n.4, pp.67-80. ISSN 1794-1237.

This paper proposes a management system for the after sale claims applied to housing construction companies but also valid to any type of company. The system includes a map of the claim process with its respective forms and documents, a classification and analysis methodology of the after sale claims information and the definition of the measure ratios calculated from the claims. Some of the results of the application of the system to the information collected between the years 2000 and 2004 of seven construction companies from the city of Medellín during the execution of the Cero posventas, Cero reclamos research project are exposed.

Palavras-chave : Claims; quality; after sale; measure ratio; housing construction.

        · resumo em Espanhol     · texto em Espanhol     · Espanhol ( pdf )