Abstract
Quality management has been developing and its application is feasible not only in control rooms and production-related departments. New techniques and control tools have been developed to seek a better level of customer and stakeholder satisfaction. The work in question is a case study of the application of quality control tools, more specifically of two performance indicators, to measure the efficiency of the technical support service to the commercial team provided by a large company in the food industry. The analysis of the data obtained showed that the indicators evaluated were effective in this task and allowed us to see opportunities for improvement in the performance of the service provided. From the results obtained and their analysis it was possible to verify that the proposed indicators are perfectly applicable, providing clear and objective answers, which allows for more precise decision making and focused on the company's objective.
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