Análise de indicadores e ferramentas da qualidade no processo de abertura de chamados em uma empresa de telecomunicações

Abstract

The present study presents a detailed analysis of performance indicators and the application of quality tools in the process of opening and handling service tickets in a telecommunications company. The research addresses recurring issues in customer service, such as unresolved tickets, slow response times, and high rework rates, which directly affected customer satisfaction and the operational performance of the company. To understand and address these problems, methodologies such as the 5 Whys technique, Pareto Chart, GUT Matrix, and 5W2H were applied, enabling the identification of root causes, prioritization of issues, and development of structured corrective actions. The study was based on the analysis of indicators collected between August 2023 and February 2024, in addition to meetings with managers, process observations, and monitoring of the service team. As a result, several actions were implemented, including the adoption of a monitoring software, structured training sessions, improvements in the service process, and the creation of an employee recognition program. A comparative analysis of the indicators before and after these interventions demonstrated significant improvements, such as reduced resolution time, increased customer satisfaction, higher percentage of tickets resolved within the deadline, and a decrease in rework rates. The findings indicate that the integrated use of quality tools contributed directly to the improvement of operational performance and to the development of a more efficient, productive, and continuously improving organizational environment.