Avaliação de indicadores de desempenho B2B: estudo de caso em empresa de telecomunicações

Abstract

The performance analysis in a company requires the existence of several operational indicators. They are employed in assessing and performance measuring of the organization or a particular department. The current moment, where globalization demands from companies a high level of competence, makes the use of these tools vitally important to the achievement of the strategic objectives of the company and its permanence in this crowded market. This study consists of the application of quality engineering tools as a strategy to improve processes and incidents treated in the B2B (Business to Business) area of a telecommunications company, through the analysis of the operational indicators practiced in this department in three cities. Once all the primary causes of the drawbacks have been surveyed, through a Pareto analysis and, later, the construction of cause and effect diagrams, it has been noted that the human factors and those related to the physical medium of information transmission constitute the majority of complaints. The approach of the theme proposes the formulation of a plan of actions that counts on suggestions and proposals for improvement of processes, in order to act on the main causes of the problems investigated in network equipments and topologies.