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Advisor(s)
Abstract(s)
Este relatório pretende fazer a descrição e a análise do levantamento dos
sistemas, processos e procedimentos das atividades do Serviço de Apoio ao
Cliente da Ascendi. O objetivo é obter o diagnóstico do serviço, maximizar a
performance e a produtividade das equipas através de procedimentos escritos
que promovam a consistência das práticas instituídas. Foi realizada uma
pesquisa teórica e de estudos de caso no âmbito da gestão de operações, sobre a
aplicação do Service Blueprint, as especificações do serviço, a melhoria contínua
e a gestão da mudança.
O levantamento das atividades foi baseado no mecanismo de Service
Blueprint e envolveu a definição dos requisitos do serviço, a documentação dos
processos, a identificação das áreas intervenientes e o posicionamento dos
procedimentos no seio da organização. Como metodologia foram identificados
os macroprocessos e os processos associados a cada atividade, definidos os
sistemas de informação, os documentos de suporte e identificados os
responsáveis por cada processo. Do trabalho efetuado resultaram os templates
organigrama, macroprocessos, processos, interligação de procedimentos, fluxo
detalhado, manual procedimentos, sistemas de informação, dicionário de
atividades & procedimentos.
O trabalho realizado permitiu definir, identificar e sistematizar as políticas e
procedimentos vigentes. Poderá contribuir para promover uma maior
proximidade entre todos os intervenientes e uma melhor relação entre as
diversas áreas, equipas e departamentos da Ascendi.
Com o objetivo de estabelecer uma relação próxima, duradoura e que
promova a satisfação, retenção e fidelização de clientes, foi proposta a
elaboração de um estudo prévio para a avaliar a criação futura de um programa
de fidelização. Este estudo tem uma base essencialmente teórica, suportada em
análise bibliográfica, estudos de caso e benchmarking.
The aim of this report is to make the description and the analysis of a full range of systems, processes and procedures concerning the operational activities of Ascendi'ʹs Customer Service. The goal is to obtain a diagnostic of the service, maximize performance and productivity of the working teams through written procedures that promote the consistency of current practices. A theoretical research was carried out based on existing literature and case studies, about the use of Service Blueprint, service specifications, and continuous improvement and change management. The survey was based on the Service Blueprint mechanism, which involved defining service requirements, process documentation, identification of underlying areas and positioning procedures within the organization. The methodology involved identifying the macroprocesses and processes associated with each activity, defining the information systems and documents of support and identifying the coordinators of each process. This has resulted in the following templates: organisational chart, macroprocesses, processes, interconnection of procedures, flowchart, procedures manual, information systems, dictionary of activities and procedures. The work carried out allowed the definition, identification and systematization of existing policies and procedures. Could promote a closer and better relationship among all stakeholders, areas, teams and departments of Ascendi. Aiming at establishing a close, enduring relationship able to promote customers'ʹ satisfaction, retention and loyalty, the preparation of a preliminary study was proposed to assess the future creation of a loyalty program. This study has essentially a theoretical ground, based on literature review, case studies and benchmarking.
The aim of this report is to make the description and the analysis of a full range of systems, processes and procedures concerning the operational activities of Ascendi'ʹs Customer Service. The goal is to obtain a diagnostic of the service, maximize performance and productivity of the working teams through written procedures that promote the consistency of current practices. A theoretical research was carried out based on existing literature and case studies, about the use of Service Blueprint, service specifications, and continuous improvement and change management. The survey was based on the Service Blueprint mechanism, which involved defining service requirements, process documentation, identification of underlying areas and positioning procedures within the organization. The methodology involved identifying the macroprocesses and processes associated with each activity, defining the information systems and documents of support and identifying the coordinators of each process. This has resulted in the following templates: organisational chart, macroprocesses, processes, interconnection of procedures, flowchart, procedures manual, information systems, dictionary of activities and procedures. The work carried out allowed the definition, identification and systematization of existing policies and procedures. Could promote a closer and better relationship among all stakeholders, areas, teams and departments of Ascendi. Aiming at establishing a close, enduring relationship able to promote customers'ʹ satisfaction, retention and loyalty, the preparation of a preliminary study was proposed to assess the future creation of a loyalty program. This study has essentially a theoretical ground, based on literature review, case studies and benchmarking.
Description
Keywords
Customer service Processos Melhoria contínua Fidelização Experiência do serviço Processes Continuous improvement Loyalty Service experience