Proposta de aumento da satisfação dos clientes através da melhoria do processo de atendimento em um supermercado

Abstract

In view of the current economic scenario, companies are constantly seeking strategies that make them more profitable and competitive, besides atracttives to their clients. Therefore, tools are adopted that enable the analysis of their processes, identifying opportunities to make them more efficient and effective. In this context, supermarkets no longer compete only on low prices, also trying to satisfy their customers through the quality of their services. However, the large queues found and the consequent waiting time inherent in them create a negative perception in the consumer, generating dissatisfaction and sales losses. Thus, this study seeks to present the use of process mapping for operational efficiency analysis, as well as the application of work sampling to verify the capacity of the service process in a supermarket in Ceará, with the objective of identifying and proposing improvements to the problem of waiting time and queue perception. The present work is a case study, in which the qualitative approach it was used. With the application of the two tools (process mapping and work sampling), it was possible to obtain a more comprehensive analysis, where potential improvement points were evidenced and suggestions for the problem were presented with the help of Operational Management and Queue Perceptions. With this, it is expected that the company will increase the satisfaction of its customers and consequently become more competitive among its competitors.