PRÁTICAS DE GESTÃO DA INOVAÇÃO E A INFLUÊNCIA NA SATISFAÇÃO DOS CLIENTES: estudo de caso do Departamento Municipal de Água e Esgoto de Poços de Caldas, Sul de Minas Gerais

Abstract

The adversities of the equitable supply of Sanitation Services are inserted nowadays with climate change, global warming, scarcity of water resources and the awareness of the population about the efficient use of water. Thus, Sanitation management companies need skills, process management with the use of innovations to offer quality services to society, manage water and sewage treatment processes in a sustainable way, so that they preserve and influence the ecosystem. This dissertation aims to analyze the influence of Innovation Management Practices with sustainable objectives in the service provided by the Municipal Department of Water and Sewage of Poços de Caldas - Minas Gerais (DMAE). The study had a qualitative and quantitative approach, and was conducted through a case study. The sample consists of 45 DMAE employees and 383 users of the services provided by the company. The levels of agreement of the respondents with the statements on Innovation, Sustainability and Satisfaction Management Practices were examined. The results of the study pointed out that the Sanitation management company uses Innovation and Sustainability Management Practices, and these practices reflect on the Satisfaction of Users of Sanitation Services and the conditions of these services to society, services, health, sustainable development and quality of life.