Criação de valor no processo de desenvolvimento de produtos: um estudo em uma empresa do setor de construção civil

Abstract

Promises management can be a strategy for customer satisfaction, enabling them to meet their personal expectations. This management can be done through processes such as: product development, sales, customer service and technical assistance, placing the focus on value creation ahead of its activities. The objective of this article is to analyze how a company of construction sector creates strategies for their product development processes based on creating and delivering value to consumers. For this purpose, 15 stakeholders from a construction company located in the city of Uberlandia-MG were interviewed. Through the interpretation of the results it was possible to identify that the company studied does not manage the promises through its process of product development. Despite this, the company can adopt the management of promises as a mean of improving the relationship it maintains with its customers, as well as its image in the market.