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Abstract(s)
A necessidade de alcançar vantagens competitivas através de um crescimento sustentado leva a que as empresas procurem cada vez mais a melhoria contínua da qualidade nos serviços, recorrendo a rigorosos sistemas de controlo da eficácia e eficiência de operações.
Inserido no âmbito de otimização de sistemas de controlo da performance de processos de uma empresa pertencente ao setor nacional de seguros, o estágio de 5 meses realizado teve como objetivo a implementação de um sistema de gestão operacional no backoffice de Gestão de Pagamentos e Reembolsos, pertencente ao Ramo de Sinistros, inserindo-se mais precisamente na área do pagamento de serviços a prestadores.
Foram analisados alguns dos serviços prestados e, para cada um deles, foram criadas novas rotinas de controlo automático. Foi ainda realizada uma análise da performance dos processos envolvidos no pagamento desses serviços, de forma a concluir sobre alinhamento dos indicadores de performance com os objetivos de conformidade estabelecidos. Perante os desvios encontrados foram propostos planos de recomendações para implementação.
As tarefas desenvolvidas durante o estágio foram suportadas por uma metodologia de controlo específica desenvolvida pela empresa e aplicada exclusivamente ao seu modelo de gestão, denominada DMO. A metodologia DMO é composta por três dimensões-chave, nomeadamente, Definir (Define), Medir (Measure) e Operacionalizar (Operate). O método DMO consiste numa adaptação própria do modelo DMAIC do Six Sigma, e distingue-se por apresentar etapas mais simples para a análise do desempenho e implementação de um plano de melhorias nos processos.
The need to obtain competitive advantages through a sustained growth has led companies to look for a continuous development of their service’s quality, by using rigorous control systems of the effectiveness and efficiency of operations. Within the scope of the optimization of processes' performance of control systems of an insurance company, the 5-month traineeship carried out in the company was aimed at implementing an operational management system in the back office of the Payments and Reimbursements Management department, under the Claims Branch of the company, namely in the area of payments to service providers. Some of these services provided by the company were analysed and new automatic control routines were created for each one. An analysis of the performance of the payment processes involved in those services was also carried out, as a way of reaching conclusions about the alignment of the performance indicators with the established conformity objectives. Given the deviations found, recommendation plans for implementation were proposed. The tasks carried out during the traineeship were supported by a specific control methodology developed by the company and applied exclusively to its management mode, named DMO. The DMO methodology is comprised of three key dimensions, namely to Define, to Measure and to Operate. The DMO method consists of an adaptation of Six Sigma's DMAIC method and distinguishes itself for presenting easier steps in the analysis of the performance and implementation of a process improvement plan.
The need to obtain competitive advantages through a sustained growth has led companies to look for a continuous development of their service’s quality, by using rigorous control systems of the effectiveness and efficiency of operations. Within the scope of the optimization of processes' performance of control systems of an insurance company, the 5-month traineeship carried out in the company was aimed at implementing an operational management system in the back office of the Payments and Reimbursements Management department, under the Claims Branch of the company, namely in the area of payments to service providers. Some of these services provided by the company were analysed and new automatic control routines were created for each one. An analysis of the performance of the payment processes involved in those services was also carried out, as a way of reaching conclusions about the alignment of the performance indicators with the established conformity objectives. Given the deviations found, recommendation plans for implementation were proposed. The tasks carried out during the traineeship were supported by a specific control methodology developed by the company and applied exclusively to its management mode, named DMO. The DMO methodology is comprised of three key dimensions, namely to Define, to Measure and to Operate. The DMO method consists of an adaptation of Six Sigma's DMAIC method and distinguishes itself for presenting easier steps in the analysis of the performance and implementation of a process improvement plan.
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Keywords
Melhoria contínua Performance Controlo de processos Six Sigma DMO Continuous improvement Process control