Collaborative Techniques in Customer's Involvement

Collaborative Techniques in Customer's Involvement

Marina Rodrigues Brochado (Federal Center of Technological Education, Brazil) and Antonio José Caulliraux Pithon (Federal Center of Technological Education, Brazil)
Copyright: © 2008 |Pages: 9
DOI: 10.4018/978-1-59904-885-7.ch034
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Abstract

An organization that intends to be capable of delivering quality products and services to its customers and must have all its functional departments and areas involved, not only the area of operations. In other words, it is not enough that an item is produced in accordance with its specifications if the project does not meet the necessities of the customers. Moreover, it is not enough that all the departments optimize their performances in an isolated way, aiming at serving its immediate customers. Therefore, it is necessary to integrate the diverse actions in the most varied areas of the company so that they will lead it to a lasting competitiveness.

Key Terms in this Chapter

Memory of Group: Represents the organization’s knowledge in the form of individual and team-based knowledge, that is, group knowledge.

Program for Inspection of Ceramic Blocks: Software aims at automatizing and speeding up the process of inspection of ceramic blocks in the quarry and in the red ceramics industries, according to the requirements of NBR 15270 (Brazilian norm).

Total Quality Management: A set of management practices throughout the organization, geared to ensure the organization consistently meets or exceeds customer requirements.

Communications Tools: Tools that work groups use for Internet communication, which can be synchronous (MSM, Skype) or asynchronous (e-mail).

Ceramic Industry: A general term applied to many kinds of products made from clay and similar materials processed at high temperatures.

Computer Supported Collaborative Work: A generic term, which combines the understanding of the way people work in groups with the enabling technologies of computer networking and associated hardware, software, services, and techniques.

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