Análise estratégica da empresa Lemos e Morais Ltda: uma abordagem utilizando a matriz SWOT.

Abstract

This study aimed to analyze L&M Telecom using the SWOT Matrix, identifying its strengths, weaknesses, opportunities, and threats. The chosen methodology was qualitative, employing a case study approach. Semi-structured interviews with the director and technical/customer service manager were conducted to map internal and external elements of the organization. Regarding the results, strengths include uninterrupted services and dedicated communication channels, contrasting with team knowledge gaps and infrastructure issues as weaknesses. Opportunities for expansion and efficient material reuse contrast with threats of obsolescence and customer loss. Proposed strategies focus on training, restructuring, and prioritizing customer satisfaction. Limitations include the absence of financial information. Future research is suggested to explore how improvements in customer service impact satisfaction, emphasizing training and internal communication.