bachelorThesis
Estudo da efetividade nos processos operacionais na prestação de serviços
Fecha
2019-11-19Registro en:
BARBIERI, Matheus Rahal. Estudo da efetividade nos processos operacionais na prestação de serviços. 2019. Trabalho de Conclusão de Curso (Bacharelado em Engenharia de Produção) - Universidade Tecnológica Federal do Paraná, Medianeira, 2019.
Autor
Barbieri, Matheus Rahal
Resumen
The main objective of this study was to propose actions that lead to efficiency and effectiveness in a vehicle recovery company in Western Paraná. Recovery refers to the set of administrative and legal proceedings that culminate in the rescue of vehicles taken from their owners and eventually seized by police authorities. This research is classified as applied, its objectives are exploratory, and used procedures in the form of survey with qualitative treatment of documentary company data. There were conducted interviews with the company owners and on-site observation about the daily business processes as a form of data collection. The results of the study are presented in the form of Standard Operating Procedures (SOPs), process flowcharts, verification checklists and Action Plan in 5W2H model.