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Advisor(s)
Abstract(s)
Este projeto foi realizado em contexto industrial numa empresa de compĆ³sitos de cortiƧa, durante um estĆ”gio de 8 meses, no departamento de serviƧo e apoio ao cliente. O objetivo do projeto Ć© a melhoria dos processos internos do serviƧo de modo a melhorar a sua eficiĆŖncia apĆ³s implementaĆ§Ć£o de novo ERP. A partir da observaĆ§Ć£o dos fluxos de trabalho do serviƧo foi criado um mapa dos processos envolvidos entre a entrada de uma nova encomenda e a sua expediĆ§Ć£o. As atividades realizadas internamente foram analisadas e originaram instruƧƵes de trabalho relativas a vĆ”rias Ć”reas fundamentais do processo produtivo. Foi elaborado um Dashboard que contĆ©m indicadores relevantes como encomendas registadas, processos de expediĆ§Ć£o criados, etc. e melhorado posteriormente de modo a minimizar o erro humano e facultar informaĆ§Ć£o precisa de apoio Ć gestĆ£o do departamento e de monitorizaĆ§Ć£o por parte da gestĆ£o de topo. Como parte da implementaĆ§Ć£o dos indicadores houve uma mudanƧa na gestĆ£o da troca de processos entre a equipa de registo e expediĆ§Ć£o que trouxe uma melhoria significativa na visibilidade da informaĆ§Ć£o e na gestĆ£o dos processos abertos, fechados e bloqueados. Foram desenvolvidos fluxos automĆ”ticos de emails e uma plataforma para registo dos processos de devoluĆ§Ć£o de modo a trazer visibilidade e poder disponibilizar informaĆ§Ć£o sobre os processos em aberto. As alteraƧƵes feitas contribuĆram para uma maior visibilidade e controlo dos fluxos de informaĆ§Ć£o do departamento, uma melhoria significativa na organizaĆ§Ć£o e arquivo dos processos e uma reduĆ§Ć£o de 67% na quantidade de emails trocados entre equipas e entre o serviƧo de apoio ao cliente e as equipas de vendas.
This project was developed in an industrial context in a cork composites factory, during an internship spanning 8 months, in the customer service department. The objective of the project is the optimization of internal processes following implementation of a new ERP. Starting from observing the workflow of the department, a map of all involved processes between the posting of a new order and shipment was created. The activities, related to the department, were analyzed and standard work procedures were created. A Dashboard containing relevant performance indicators like registered orders, expedition processes made, etc. was created and improved reducing human error and providing reliable information to support the customer service management as well as serve as a monitoring tool for higher management. Stemming from the implementation of the dashboard in Power BI there was a change to the way processes are shared between the registry team and the expedition team resulting in a significant improvement to information visibility and the control of open, closed and blocked processes. A platform to manage return processes was developed as well as automatic email flows to offer better visibility over the open processes and improve information flow. The changes made brought bigger visibility and control over the information flow in the department, a significant improvement in the organization of orders and a 67% reduction in emails traded between both teams and between customer service and sales teams.
This project was developed in an industrial context in a cork composites factory, during an internship spanning 8 months, in the customer service department. The objective of the project is the optimization of internal processes following implementation of a new ERP. Starting from observing the workflow of the department, a map of all involved processes between the posting of a new order and shipment was created. The activities, related to the department, were analyzed and standard work procedures were created. A Dashboard containing relevant performance indicators like registered orders, expedition processes made, etc. was created and improved reducing human error and providing reliable information to support the customer service management as well as serve as a monitoring tool for higher management. Stemming from the implementation of the dashboard in Power BI there was a change to the way processes are shared between the registry team and the expedition team resulting in a significant improvement to information visibility and the control of open, closed and blocked processes. A platform to manage return processes was developed as well as automatic email flows to offer better visibility over the open processes and improve information flow. The changes made brought bigger visibility and control over the information flow in the department, a significant improvement in the organization of orders and a 67% reduction in emails traded between both teams and between customer service and sales teams.
Description
Keywords
Standard-Work KPIs Lean