A implementação do modelo de gerenciamento da rotina na área de arrecadação da Coelce

Abstract

This research addresses the apply method of daily work routine management in Arrecadação department of Companhia Energética do Ceará (COELCE). With the increasingly fierce quest for competitiveness on a global scale, the quality became decisive factor in this race for excellence, so organizations adopt quality management methodologies that add value from their activities and processes most elementary to the major decision-making. And this case study presented in this research portrays analytically this context of implementing a management model based on the management of day-to-day. This scenario led to this investigation as would the implementation of this management model and which tools used in this process, as well as the gain of this qualitative methodology. The methodology adopted was the case study which allows an accurate investigation preserving the essential characteristics of the object of study. The research demonstrated that the assumptions underlying the structured methodology in the company under study, the adoption of the same steps and the main tools used in the process and how these tools were beneficial and enabled a real gain in quality management area of the studied company.