Resumo:
The present work proposes a diagnosis of the customers attendance process in the agency of
the Caixa Econômica Federal de Itajubá, by means of the process mapping and computer
simulation, applied in an integrated way. This work presents literature review revision about
the service sector, bank segment, techniques of process mapping, management of waiting
lines and computer simulation. The whole work focus the customer, as the main reference in
the attendance process. The process mapping was accomplished through the use of four
techniques: flowcharting, IDEF3, UML and DFD. The variable "number of customers in the
line" and "waiting time in the line" were registered in the diagnosis through the software
ProModel, as well as the indicator of value aggregation to the customer. Finally, the work
proposes a series of improvements to the attendance process, in order to eliminate the
activities that do not aggregate value to the customer. The consequent reduction of waiting
time in line was possible through the changing of variables and parameters as the cashdesks
number and their work shift, in agreement with the idea of employee multifunctionality.
