Aplicação de ferramentas da qualidade na padronização de processos em um correspondente bancário

Abstract

In today’s market scenario, companies strive to enhance their processes in pursuit of excellence, whether in products or services. Considering the banking sector, where the services provided demand efficiency and quality due to their association with financial operations, the need for such improvement becomes even more evident. This context can be addressed through quality tools, which are techniques aimed at the continuous improvement of operational actions. This study aimed to apply quality tools to identify problems, analyze them, and propose improvements through the structuring and standardization of processes in a Caixa bank correspondent located in Capinópolis (MG), Brazil. To achieve this goal, a descriptive, applied research with a qualitative approach was conducted, using case study methodological procedures. The results obtained through the application of quality tools such as flowchart, brainstorming, and Ishikawa diagram indicated that the main problems were related to irregular documentation, registration errors, illegible digitization, document inconsistencies in the system, and customer dissatisfaction regarding deadlines. These issues were resolved through the improvement of activities by defining a standardized workflow for the correspondent’s daily processes, structured using flowcharts. The new method allowed for repeatability and stability in the process and consequently reduced errors, irregularities, and nonconformities, directly impacting customer satisfaction by shortening the time required to perform the provided service. The implementation of this standardization led to the resolution of the root causes identified in the diagram, thus achieving the desired improvements.