Implementação de indicadores de qualidade e desempenho através do Balanced Scorecard. Estudo de caso em uma empresa de terapia nutricional

Abstract

The search for the accomplishment growth has brought into companies management tools, and it has not been different in the nutritional therapy business. On that background, this paper aims to present a case study on a nutritional therapy company implementing quality and achievement indicators under the Balanced Scorecard (BSC) perspectives. So that, the company profile was considered to construct the strategic map, organization chart, processes mapping and the measurement analyses to identify under the perspectives of BSC to assist on the decision making of the company. It has been concluded that the indicators suggested fit the organization reality and converge to company strategy; the activities realized are equalized to the accomplishment analyses on the practical making and the low cost; the proposed assignment reached the objective of implementing the management system aligned to company strategy.