Gestão de processos : benefícios da análise dos processos no setor logístico da Metalúrgica Mor S/A.

Abstract

Process management plays a key function for companies, especially in the current market, increasingly competitive. The study was developed in order to introduce improvements to the processes of the logistics sector at Metalúrgica Mor S/A. Therefore, it conducted a case study. The research was exploratory and the primary data collection were used four tools: the interview; the questionnaire; observation; and analysis of sector indicators. With the use of questionnaires and analysis of indicators, it was possible to define three processes to be analyzed in the sector. It has been found that the process of Billing Notes could be reduced realizing the communication by e-mail, performing the communication between the areas, or centralizing most of the process only in the sector. For special customers, it was noticed that the information should leave at first contact with the customer, so that the information be passed in time for deliveries, and occur review of existing procedures and also the cancellation of old costumer base. For the process of send and levy of Technical Assistance collections, it was proposed that the employee requires the collection by the road transport and not by request and create a database with the updated information to the launch of the collection, avoiding waste of time.