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Advisor(s)
Abstract(s)
A procura pela melhoria contínua, inspirada em métodos como o Lean e o Kaizen, é
fundamental para que as organizações se destaquem no mercado. Ao implementar os
princípios Lean, como a eliminação de desperdícios e a optimização de processos, as
empresas podem maximizar a eficiência e a qualidade dos seus produtos e serviços.
Nomeadamente, com o Kaizen e a sua filosofia de pequenas melhorias incrementais,
promove uma cultura de constante aprendizagem e melhoria a todos os níveis da
organização.
A presente tese, numa primeira fase, apresenta uma análise mais teórica dos pontos acima
referidos, explicando também outras metodologias que se enquadram no âmbito do
trabalho como as metodologias Kanban e SCRUM.
Posteriormente, foi feita a ligação destes temas à automatização de processos em RPA e
como estão interligados, explicando o que é RPA e como implementar automatizações
deste género.
De seguida, foram analisados dois projetos de automatização para otimizar dois os
processos. O primeiro centrou-se na agilização do processo de tratamento de leads,
eliminando a parte mais mecânica. A automatização poupou 70% do tempo dos gestores
de leads, aumentando a produtividade e permitindo um melhor estabelecimento de
contactos.
O segundo caso envolveu a atualização de ficheiros Voximplant, a extração de registos de
chamadas e a criação de um PowerBI para análise do desempenho das chamadas
telefónicas. A automatização foi inicialmente criada no UIPath, mas mais tarde foi alargada
a várias campanhas utilizando o Power Automate. Esta automatização foi crucial para um
lançamento mais rápido da campanha e relatórios mais atualizados.
Por fim, enumeram-se projetos futuros, que incluem melhorias no trabalho iniciado e a
otimização dos processos atuais.
The search for continuous improvement, inspired by methods such as Lean and Kaizen, is fundamental for organisations to stand out in the market. By implementing Lean principles, such as eliminating waste and optimising processes, companies can maximise the efficiency and quality of their products and services. Namely, Kaizen, with its philosophy of small incremental improvements, promotes a culture of constant learning and improvement at all levels of the organisation. The present thesis in a first phase presents a more theoretical analysis of the points mentioned above, also explaining other methodologies that fit into the scope of the work such as Kanban and SCRUM methodologies. Subsequently, it was made the connection of these topics to the automation of processes in RPA and how they are interconnected, explaining what RPA is and how to implement automations of this kind. Two automation projects were analysed to improve two processes. The first focused on streamlining the lead treatment process by eliminating the most mechanical part. The automation saved 70% of lead managers' time, increasing productivity and enabling better contact-making. The second case involved updating Voximplant files, extracting call registers, and creating a PowerBI for analysis of phone call performance. The automation was initially built in UIPath but later expanded to several campaigns using Power Automate. This automation was crucial for faster campaign launch and more updated reports. Finally, some improvements for future projects and for the optimization of the current processes are pointed out.
The search for continuous improvement, inspired by methods such as Lean and Kaizen, is fundamental for organisations to stand out in the market. By implementing Lean principles, such as eliminating waste and optimising processes, companies can maximise the efficiency and quality of their products and services. Namely, Kaizen, with its philosophy of small incremental improvements, promotes a culture of constant learning and improvement at all levels of the organisation. The present thesis in a first phase presents a more theoretical analysis of the points mentioned above, also explaining other methodologies that fit into the scope of the work such as Kanban and SCRUM methodologies. Subsequently, it was made the connection of these topics to the automation of processes in RPA and how they are interconnected, explaining what RPA is and how to implement automations of this kind. Two automation projects were analysed to improve two processes. The first focused on streamlining the lead treatment process by eliminating the most mechanical part. The automation saved 70% of lead managers' time, increasing productivity and enabling better contact-making. The second case involved updating Voximplant files, extracting call registers, and creating a PowerBI for analysis of phone call performance. The automation was initially built in UIPath but later expanded to several campaigns using Power Automate. This automation was crucial for faster campaign launch and more updated reports. Finally, some improvements for future projects and for the optimization of the current processes are pointed out.
Description
Keywords
Gestão de projetos ágeis Ágil Metodologias ágeis SCRUM Kanban Gestão de projetos RPA Automatizar