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O objetivo inicial desta dissertação foca-se em compreender o que é um processo de vendas, mais concretamente, aplicar o mapeamento de processos de forma a entendê-lo melhor e identificar as suas áreas mais vulneráveis e significativas, de modo a se poder proceder ao melhoramento do mesmo. A metodologia adotada no desenvolvimento do trabalho final de mestrado foi um caso de estudo numa empresa inserida no ramo automóvel. Atualmente, e tendo em conta o número de pontos de venda atuais, o aumento das vendas e a complexidade da operação, a empresa sente uma necessidade de realizar um diagnóstico ao processo atual de vendas de viaturas novas de forma a o simplificar, e propor soluções de melhoria. Tratando-se de um processo inserido num serviço e tendo em conta o aumento do nível de exigência dos consumidores a ferramenta utilizada no mapeamento foi o service blueprint e o fluxograma. Este trabalho foi dividido em 5 capítulos nos quais compreendemos a necessidade desta investigação, fornecemos a base teórica para a mesma e descrevemos a abordagem aplicada no desenvolvimento da mesma. Por fim, apresentam-se os resultados que são discutidos, concluindo o trabalho com um sumário dos remates mais relevantes.
This dissertation main goal was to understand what it is a sales process. Specifically, to better understand the process, to identify its most significant and vulnerable areas and to ultimately improve it. The methodology adopted was a case study in a company in the automobile industry. Currently, and considering the number of outlets the company has, the increase in sales and the complexity of the operation, the company feels a necessity to do a diagnosis of the current sales process of new vehicules to simplify it and propose nem improvement solutions. Since this is a process of a service and considering that now-a-days there is an increase of costumer demands the tool used was service blueprint and flowchart. This work was divided in 5 chapters in which we understand the need for this study, we give the theorical basis to it and describe the aproach applied in it. Finally, we present the results that are discussed, concluding the work with a summary of the most relevant points.
This dissertation main goal was to understand what it is a sales process. Specifically, to better understand the process, to identify its most significant and vulnerable areas and to ultimately improve it. The methodology adopted was a case study in a company in the automobile industry. Currently, and considering the number of outlets the company has, the increase in sales and the complexity of the operation, the company feels a necessity to do a diagnosis of the current sales process of new vehicules to simplify it and propose nem improvement solutions. Since this is a process of a service and considering that now-a-days there is an increase of costumer demands the tool used was service blueprint and flowchart. This work was divided in 5 chapters in which we understand the need for this study, we give the theorical basis to it and describe the aproach applied in it. Finally, we present the results that are discussed, concluding the work with a summary of the most relevant points.
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Serviços Mapeamento de processos Fluxograma Service blueprin Services Process mapping Flowchart Service blueprint