Casos para Ensino: DPaschoal: Dilema no Fit entre Estratégia e Estrutura

The DPaschoal case is an example of realignment of various elements of organizational architecture in order to adapt to external contingencies. The case focuses on the best incentive structure to be used to match the concept of creating value for the client. DPaschoal has been in the market since 1949, and is a leader in the automotive industry, selling products and providing quality services primarily linked with maintenance (tires, brakes, etc.). The case shows how DPaschoal’s performance resulted an increase in sales, while paradoxically suffering a severe decrease in post-sale customer satisfaction.