Uso metodologia lean seis sigma para diagnóstico da qualidade dos serviços prestados em uma empresa do setor de telecomunicações

Abstract

Growing competitiveness in the telecommunications market and increased demand for internet services have required companies to adopt more effective quality assessment methods, with a focus on continuous service improvement and customer retention. Among the various approaches available is Lean Six Sigma (LSS), a methodology that aims to improve operational performance and service quality. The aim of this research was to carry out a diagnosis of the quality of services provided in a telecommunications company, using the LSS methodology by analyzing cases of customer complaints. In addition, the study seeks to contribute to the scientific literature, given the limited number of studies dealing with the application of LSS in the telecommunications sector. To carry out this research, a case study strategy was adopted, covering all complaints registered throughout 2023. Data collection was based on secondary information extracted from the company's ERP (Enterprise Resource Planning) system. The data was processed using Microsoft Excel software, enabling detailed analysis of the complaints. It was identified that the company's process was below excellence levels, with a sigma level of 3 and a cost of quality of 25 to 40%, suggesting significant opportunities for improvement. The Pareto diagram revealed that approximately 92% of the complaints were concentrated in two main problems: “slow internet” and “no internet”. Analysis of the Ishikawa diagram showed that the causes of the complaints were multifactorial, covering technical, operational and environmental aspects. The 5W1H and GUT Matrix tools were key to organizing and prioritizing improvement actions efficiently, ensuring that the proposed interventions focused on the most critical problems. The diagnosis provided a detailed overview of the quality of the company's services, serving as the basis for implementing a continuous improvement plan. In addition, the research fills a gap in the literature by addressing the application of LSS in telecommunications companies. The results can serve as a reference for other organizations in the sector seeking to optimize their processes and improve customer satisfaction. However, the research had some limitations, such as the exclusive focus on the 2023 complaints, the absence of a satisfaction survey applied directly to customers and the nonimplementation of the proposed improvements. For future studies, we suggest extending the period of analysis, including positive and neutral customer interactions, applying satisfaction surveys and validating the recommended improvements in practice. These actions will allow for a more comprehensive understanding of service quality and confirmation of the effectiveness of the proposed improvements.