Proposta de melhoria de processo no atendimento em uma indústria automotiva no sul do Brasil

Abstract

Nowadays, companies are increasingly looking for adaptability, aiming at maintaining market competition. Therefore, to achieve this goal, it is necessary to understand their processes to organize them and map what are the possible failures. For this, it is essential to use tools that achieve these objectives in the process of customer order fulfillment which encompasses the process of stock planning in an automotive industry, as occurs in the company under study, which has a high number of Back Orders. (missed orders). Process analysis through quality engineering tools Ishikawa Diagram, Process Flows, Scrumm methodology and Trello software support part of the achievement of this intention. Its use seeks to map, analyze, define and act according to the critical points of failure found. Thus, this course completion work consists in proposing an improvement of customer service attendance in an automotive industry in southern Brazil. Subsequently, the methodology used is presented, which will be done as well as its motive, its location, its stipulated dates, by whom the study will be conducted and how it will be conducted. As a result, a proposal was obtained to improve the customer order fulfillment process in an automotive industry in southern Brazil, identified throughout the reasoned analysis prepared. The main results obtained with the use of Power BI software were the creation of a control panel with several interactive analyzes, which, from the outset, ensured better working time, greater ability to analyze customer order data and greater assertiveness in material planning decision making.