Excellence management model assessment in a car dealer

Abstract

This paper explores the evaluation of performance and quality management in a car dealer. The evaluation is based on the Excellence Model in Management criteria from the FNQ Foundation, measured through a self assessment of the firm operations and procedures. The analysis of the responses result in a reference score, and stimulates the development of ideas and directives to enhance each criteria.

Keywords

• Excelência em Gestão
• Fundação Nacional da Qualidade
• Concessionária de Veículos