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

Abstract

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.