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Silubesa: garantia de qualidade é tema em painel sobre prestação de serviços

Painel foi coordenado por Samanta Oliveira, coordenadora da CT Prestação de Serviços da ABES.

A garantia da qualidade na prestação de serviços foi tema do painel promovido pela Câmara Temática de Prestação de Serviços e Relacionamento com Clientes da ABES no XVII Silubesa, na manhã desta terça-feira, 7, segundo dia do evento. Com coordenação de Samanta Oliveira, da Sabesp e coordenadora da Câmara, o painel “Prestação de Serviços: Garantia da Qualidade” contou com as participações de: Rosana Dias, do Comitê Nacional da Qualidade – ABES; Marcel Sanches, superintendente de Assuntos Regulatórios da SABESP; Arlindo Pinto, da Manaus Ambiental’; Márcio Romero, gerente de negócios da ENGdB; Hélio Luiz Castro, da ARSESP, e Juliana Almeida Dutra, diretora de projetos da Deep e coordenadora adjunta da CT Prestação de Serviços. O simpósio é promovido pela ABES em parceria com a Associação Portuguesa dos Recursos Hídricos – APRH e a Associação Portuguesa de Engenharia Sanitária e Ambiental – APESB no Costão do Santinho, em Florianópolis/SC.

Samanta iniciou os trabalhos Oliveira falando sobre a Câmara: “Estamos estruturados em três grandes serviços: manutenção de água e esgoto, leitura e faturamento da conta e serviço de cobrança. Temos contatos direto com nossos clientes. Incentivamos a inovação sustentável, prestamos serviços para os clientes, avaliando resultados e com acompanhamento dos trabalhos.”

Em sua palestra, Rosana Dias lembrou que a prestação de serviços no Brasil representa 63% do PIB. Apontou desafios para o setor de saneamento, como melhorar os índices de atendimento na região Nordeste do país – os melhores números são no Sudoeste. “Serviços não são coisas, não consigo tocar, degustar. Serviços são intangíveis. A compra de um serviço está associada a uma percepção de benefício recebido”, pontuou.

Rosana afirmou ainda que oferta e produção de serviços são simultâneas, inseparáveis. A qualidade do serviço é avaliada pelo cliente durante a prestação do serviço, e ele pode interferir mais ou menos na atividade. “A prestação começa na hora em que a equipe chega na cara do cliente? Não. Começa lá atrás, quando o cliente faz contato. E não termina após o atendimento, pois ele recebeu a conta direitinho, na casa dele? É impossível armazenar, estocar. O serviço é perecível.”

A especialista destacou que o Comitê Nacional da Qualidade ABES visa estimular a prática de modelos gerenciais compatíveis com as tendências mundiais, reconhecer experiências bem-sucedidas que utilizaram metodologia e promover o intercâmbio entre as melhoras práticas.
“Empresas estaduais de saneamento que adotaram o modelo PNQS tiveram queda na perda de faturamento (32,70 – média). Trabalhar com qualidade é um investimento e gera resultado.”

Márcio Romero, gerente de negócios da ENGdB, empresa italiana que atua em diferentes países e está entrando no mercado brasileiro, destacou que a visão do grupo é promover a inovação nas organizações, nos processos e nos serviços com paixão e entusiasmo.

O gerente ressaltou que, atualmente, 80% do PIB nos países desenvolvidos vêm da prestação de serviços, uma realidade bem maior que no Brasil (63%). “O prestador de serviços tem que ter foco na qualidade, é a porta de entrada, o meu cartão de visita. Algumas empresas entendem que qualidade é custo. Será que é custo? Estou jogado dinheiro fora ou investindo? Tem que fazer essa reflexão. Quando enxergar qualidade de outra maneira, vai mudar o pensamento e terei lucro lá na frente. Empresa que não se dedica a ter qualidade vai ter perda muito grande.”

E complementou listando os princípios da qualidade: foco no cliente, liderança, envolvimento das pessoas, abordagem de processos, abordagem sistêmica para a gestão, melhoria continua, abordagem factual para tomada de decisão e benefícios mútuos nas relações com os fornecedores.

Hélio Luiz Castro ressaltou que o objetivo do órgão regulador é ter a certeza de que o usuário final é bem atendido. “O desafio hoje é saber o quanto a gente aperta o operador do serviço e que isso reflita para o consumidor, sem aumento da tarifa.”

Arlindo Pinto, da Manaus Ambiental, afirmou em sua fala que as agências reguladoras precisam evoluir, sair do foco do operador e olhar para outros agentes, exigir que outras instituições funcionem, como o poder concedente. “Temos que criar modelos evolutivos para que as certificações se perpetuem nas prestadoras de serviços. Nós temos que acreditar que essa evolução vai tornar o saneamento sustentável a longo prazo.”

Arlindo destacou o papel da agência reguladora em relação à qualidade dos serviços e a necessidade de estruturação dos planos de saneamento. “Entendo que o ponto central tem que ser o foco no cliente final, não há outra forma que chegar a isso, e a agência reguladora é o guardião fiel disso. Os planos de saneamento ainda não pegaram. O ponto central é o planejamento estruturado, e ainda não conseguimos evoluir nisso. É preciso estruturar a parte dos municípios e a parte concedente, para culminar numa melhor prestação de serviço ao cliente.”

Juliana Almeida Dutra, diretora de projetos da Deep e coordenadora adjunta da CT Prestração de Serviços da ABES, elogiou o debate em torno dos desafios das operadoras e das prestadoras de serviço no país. “O painel surpreendeu positivamente, pois foi apresentada a visão da agência reguladora e dos operadores, o ponto de vista de parceria na construção de um serviço de qualidade. A prestadora de serviço, no caso a Sabesp, apresentou os problemas na raiz, e a agência, a Arsesp, o lado da reguladora. Gosto dessa “qualidade versus capacidade”, é importante para o desenvolvimento. Estamos dispostos a continuar cada vez mais essa parceria com a ABES.”

Para a coordenadora da CT, Samanta Oliveira, o painel alcançou plenamente seu objetivo. “A discussão sobre a qualidade de prestação de serviços em linha com o ambiente regulado atual é uma grande oportunidade da construção de uma relação de parceria em busca do objetivo comum que é oferecer um serviço de saneamento ambiental de qualidade para o usuário final.”

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