Estudo e prática do gerenciamento da rotina na área central de relacionamento da empresa Coelce

Abstract

This research aims to show how the model of routine management and its tools can promote improvements and a higher efficiency in processes that favored enterprises to obtain competitive advantage in the market. Since the beginning of the studies related to administration as a science, it is discussed about ways to promote increased productivity and efficiency in processes to generate a lower cost to the company and greater added value to the product and service offered to customers. With the result of globalization there has been a growing and fierce quest for global competitiveness and, therefore, organizations needed to use factors and methodologies that enable a competitive edge in the market. With this, a case study was carried out in the Call Center Area at the Electric Power Company of Ceará (Coelce) to detect, through the study and practice of the model, the benefits obtained after the deployment steps of routine management in the area. The research demonstrated that assumptions underlying the methodology structured at Coelce and their main tools used at the process, proved the real gain of productivity in that process and an improvement related to internal management.