Avaliação da gestão e do negócio da Costelaria Rocha

Abstract

In order to carry out this work, a bibliographic review was carried out on the themes of entrepreneurship and innovation, small business management, business strategies and relationship marketing. of operational processes. In the practical part, company data were collected regarding the history, general characteristics, customers, suppliers and business organization. With a view to evaluating management and operational processes, a survey and analysis of management issues was also carried out with a focus on understanding the strengths, weaknesses, threats and opportunities of the business, which made it possible to identify and propose improvement solutions, with a view to the company's expansion. Likewise, from the surveys and analysis of the operational processes of production, sales, service and finance, situations were identified that need to be addressed in order to give more consistency and efficiency to the processes. Among the points observed, the need to improve the company's stock and financial controls and industrialize the production process stands out. In a complementary way, two opinion polls were carried out, one with the manager and the other with the customers, according to the script in Appendix A and B, which greatly contributed to the understanding and analysis of management and processes. With customers, a survey was carried out for 2 days, November 19 and 20, 2021, in a quantitative and random way, with 20 people, carried out on the Google Forms platform. As final results of this survey, it identified an excellent level of customer satisfaction with how Costelaria currently serves. With the manager, we identified his expectations regarding improvements in management and processes, with a view to growth and expansion objectives.