Loading...
Publication
Aplicação da metodologia lean-office em processos de após-venda num importador do ramo automóvel
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 5.18 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
A aplicação da metodologia Lean é crucial para garantir a eficiência de processos e a competitividade empresarial, sobretudo quando a sua aplicação impacta diretamente com o cliente final. Nessa sequência, a presente dissertação aborda os temas de Lean-Office e Costumer Relationship Management aplicado a processos de back-office do Após-Venda de um Importador do ramo automóvel. No início do documento foram descritos os três temas com recurso a documentação bibliográfica. Seguidamente, foram descritas medidas para a otimização de sete processos de back-office de após-venda. A aplicação de uma ferramenta de digitalização do serviço após-venda e a integração de um novo processo trouxeram a criação de uma ferramenta digital de relação com clientes para assessores de serviço e o eliminar do desperdício. Foram automatizados dois processos do ramo de garantias, o que originou a redução de custos com a tarefa e redução de tempo de processamento da mesma. Ainda, foi otimizado um processo entre dois departamentos da empresa que culminou na redução de
desperdício de 160 emails para apenas 12. Por fim, foi apresentado o impacto do desenvolvimento de uma plataforma de garantias para marcas do setor e a criação de um dashboard de análise do negócio de garantias.
The application of Lean methodology is crucial to ensuring process efficiency and business competitiveness, especially when its application directly impacts the end customer. In this vein, this dissertation addresses the topics of Lean Office and Customer Relationship Management applied to the back-office processes of the After-Sales department of an automotive importer. At the beginning of the document, the three topics were described using bibliographic documentation. Then, measures for optimizing seven after-sales back-office processes were described. The application of an after-sales service digitization tool and the introduction of new processes led to the creation of a digital customer relationship tool for service advisors and the elimination of waste. Two warranty processes were automated, which led to a reduction in task costs and processing time. In addition, a process between two departments of the company was optimized, resulting in a reduction in waste from 160 emails to just 12. Finally, the impact of the development of a warranty platform for brands in the sector and the creation of a warranty business analysis dashboard was presented.
The application of Lean methodology is crucial to ensuring process efficiency and business competitiveness, especially when its application directly impacts the end customer. In this vein, this dissertation addresses the topics of Lean Office and Customer Relationship Management applied to the back-office processes of the After-Sales department of an automotive importer. At the beginning of the document, the three topics were described using bibliographic documentation. Then, measures for optimizing seven after-sales back-office processes were described. The application of an after-sales service digitization tool and the introduction of new processes led to the creation of a digital customer relationship tool for service advisors and the elimination of waste. Two warranty processes were automated, which led to a reduction in task costs and processing time. In addition, a process between two departments of the company was optimized, resulting in a reduction in waste from 160 emails to just 12. Finally, the impact of the development of a warranty platform for brands in the sector and the creation of a warranty business analysis dashboard was presented.
Description
Keywords
Lean-Office Waste Improvement Desperdício Melhoria