Implementação de uma sistemática de gestão da rotina em um setor de pagamentos e recebimentos de uma multinacional

Abstract

Daily Work Routine Management is the cornerstone of Total Quality Management, a unique management directive in the current economic scenario, given its potential to increase profits through better use of labor, methods of production, and an organizational culture aimed at total customer satisfaction. Through Routine Management, organization managers can systematize the activities and methods of control for the business processes, allowing them to focus more on activities related to innovation and strategy. To achieve this, the company or sector in question must pass through an adaptation process, aimed at mapping internal processes, creating indicators and standardizing routines. The current study considers the adoption of Routine Management methodology in the Payments and Receivables sector of a company. A three-stage Management Analysis was performed, composed of a Situational Diagnosis, Problem Solving Study and Implementation of Changes. Several parameters were identified and noted according to Total Quality, seeking to emphasize the development of a routine that would serve as a basis for future elaboration of the methodology for that sector. Data was collected by analyzing documents, conducting interviews and distributing questionnaires. Based on these data, an action plan was established and executed to address the disparities encountered. It was also necessary to map and analyze the sector processes create indicators and develop support material. At the end of the study, a routine was mapped and optimized according to the concept of TQM.