Proposição de um indicador de estabilidade do desempenho de processos utilizando sistema baseado em conhecimento.

Abstract

This research presents a proposal of an indicator to measure the process performance stability, based on process management, statistical process control techniques and decision support system by using production rules. The methodology used was Action-Research that guided the phases of current situation survey, processes and indicators analysis, definition of the stability indicator, development, implementation and validation of the decision support system. In the phase of diagnostics and process analysis, the main tool used was individual semistructured interviews based on 5W1H form. The interviews and data collected were the basis to build the process mapping, BPMN flowcharts, define the critical indicators matrix and the production rules. The statistical references to define the stability indicator were Six sigma, CPK index and control charts. At the stage of development and implementation, the knowledge base of expert decision support system was implemented. The prototype of the system was developed using Visual Basic for Application and SQL programing language on Microsoft ACCESS, Microsoft EXCEL and MS SQL Server. To load the data from transactional systems, it was developed ETL interfaces. The stability indicator and the monitoring report proposed for this research were tested in a international tobacco company, located in south of Brazil. The results show that by using the stability indicator and the report analysis based on production rules, it was possible to measure the process stability level and define the effective corrective actions to improve the process performance.