Navegando por Assunto "Six Sigma"

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Acesso aberto (Open Access)
A aplicação da metodologia DMAIC no processo de satisfação dos clientes e seu impacto nos resultados financeiros em uma agência bancária: uma aplicação da metodologia DMAISC
(Universidade Federal do Pará, 2021-03-03) SOUZA, Vanderson Guimarâes de; OLIVEIRA, Kleber Bittencourt; http://lattes.cnpq.br/3202890124751363; https://orcid.org/0000-0002-5998-5129
This dissertation refers to the application of the tool’s principles and concepts of the DMAIC methodology with the objective of reducing failures in the customer satisfaction process of a banking branch analyzing the financial impacts caused after the implementation of the methodology. To this end, using qualitative descriptive and exploratory research a six-month follow-up of the activities of care opening and closing of accounts and other services of the bank branch was carried out, in order to identify analyze and prove the knowledge and effective use of quality tools in the institution's activities. At experimental levels it was found that the systematized application of DMAIC led to highly satisfactory results, with growth of around 26% in the agency's profit and a 75-point score in the Net Promoter Score (NPS) justifying and potentiating the use of papers with the use of this procedure. In addition, it was found that due to the effectiveness achieved and the simplicity of use, the motivational and integrative aspects of the human element to its work within operational routines can be directed to the quality and continuous improvement so necessary the excellence and survival of an organization.
Acesso aberto (Open Access)
Aplicação da metodologia seis sigma como fator estratégico para aumento da eficiência operacional: estudo de caso de uma empresa no setor portuário
(Universidade Federal do Pará, 2020-02-14) SILVA, Herberth Bruno Nunes e; MAGALHÃES, Edilson Marques; 1570353513360972
This work proposes the application of the Six Sigma methodology iligned with the strategic goal of a company in the port sector to increase its loading capacity, by optimizing operational processes, reducing losses and improving efficiency. It is an exploratory research in which the case study was carried out with the implementation of the methodology in the operational processes of the unit of a company in the port sector located in São Luís - MA. To carry out this work, Six Sigma tools and concepts were used, with emphasis on the DMAIC (Define, Measure, Analyze, Implement and Control), one of the most widespread methods into Six Sigma, which uses its various phases to organize the reasoning in the development of projects and the use of other quality and statistical tools. Going through the five phases of this method, we sought to map the main operational impacts on the efficiency of the unit and, prioritizing four of these impacts as a target in the development of Six Sigma projects, applying quality tools and statistics to analyze the causes and solutions and in the end, the improvement actions were implemented. After the implementation of this work, operational losses were reduced by 0.42 hours per ship, meaning a potential gain of 375 hours per year, contributing to obtain greater operational efficiency at the port and reach the company's strategic objectives.