ORIENTATION TO THE CUSTOMER IN SERVICE OF EARLY EDUCATION, FROM THE CONCEPT TO PRACTICE
ORIENTATION TO THE CUSTOMER IN SERVICE OF EARLY EDUCATION, FROM THE CONCEPT TO PRACTICE

Summary/Abstract: Measuring customer satisfaction and initiate necessary actions in order to correlate the organization's objectives with customer needs and expectations is very important in ensuring a quality education. This is also subject to research that aims to understand customer needs (including defaults) and capable of building an educational offer with the demands of parents and children. The research was carried out in the kindergarten and consisted of an analysis of needs, basis for designing educational offerings for the next school year and its dissemination plan. The objectives were: determining the importance of variety of optional and extracurricular programs; identification of needs and expectations of goals (educational activities) and subjective (the learners); obtaining building elements needed to design educational offer. The research hypothesis was: objective and subjective expectations of parents regarding the services provided do not exceed the unit capacity to provide the required services. The educational offer is constructed so as to overcome threats, maintain opportunities and overcome weaknesses. The hypothesis was confirmed by analyzing the responses and it was build a dissemination plan to form a clear picture of the services offered to all the beneficiaries.

• Details
• Contents