Um diagnóstico do processo de atendimento a clientes em uma agência bancária através de mapeamento do processo e simulação computacional

Abstract

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.