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

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.