Otimização do First Reply Time em Plataformas de E-commerce: Uma Abordagem Integrada de Testes de Hipóteses, Cartas de Controle e Análise de Capacidade

Abstract

The growth of e-commerce and the competition for more aggressive service levels have made quick customer response a central operational requirement. This study analyzes the first reply time (FRT) metric of an advanced support team for an e-commerce platform, aiming to evaluate process stability and its capacity against the internal goal. The research, applied and descriptive in nature, used data collected over 20 weeks, considering five working days per week, obtained directly from the company's service portal reports. The techniques applied included hypothesis testing, X̄-S control charts, and capability indices (Cp and Cpk), based on the fundamentals of Statistical Process Control and international standards for Shewhart charts. The results indicated that the process remained under statistical control, although with greater variability on peak demand days, and that the average capability index remained below the desired robustness level (Cpk < 1.33). These findings highlight the points where variability pressures the SLA and support recommendations for continuous improvement actions.