Mapeamento de processos em uma empresa do setor elétrico localizada na cidade de Fortaleza-CE

Abstract

To stand out from the competition, companies have been seeking strategies to remain competitive in the market. Among them is the improvement of processes with the intention of reducing costs, while maintaining quality and safety in their services. In this context, process mapping comes in, enabling organizations to visualize their processes in order to achieve continuous improvements. With it, it is possible to visualize the current process structure, identify critical points, and restructure the process indicating improvement points. The electrical service companies are inserted in a highly competitive market, where the focus is always to deliver an excellent service meeting the criteria pre-established by the contractor directed to quality, safety, and cost reduction; therefore, focusing attention on continuous improvement is essential to remain competitive. Thus, this study aims to map the processes of a company that provides electrical services, to identify the critical points, aiming to clarify them more clearly to all involved and thus make them more effective. To achieve these objectives, bibliographic research was carried out, with the purpose of obtaining the necessary theoretical foundations. Data was collected through informal interviews and meetings with managers and those involved in the process. As results, a drawing of the company's current map was obtained, its analysis was made and, thus, identifying improvement points, the elaboration of a new map restructuring the whole process and organizing it in a centralized way, in stages. These results show the importance of good management and knowledge of the processes and made it possible to visualize that the nomination of actors responsible for the activities and separated into centralized steps facilitates the identification of possible errors, leading to a reduction in rework, helping to ensure the quality and safety of the service provided.