Otimização do atendimento no suporte ERP SAP com a utilização do Lean Six Sigma

Abstract

This paper shows how the Lean philosophy and Six Sigma methodologies can be applied to customer support services in an IT company. Six Sigma is a methodology that seeks to identify improvements through data and statistical tools, it was created to be applied in the industrial sector where it is most commonly seen being used. During this monograph, Six Sigma will be used in the services area, more specifically an IT company sector that provides SAP software support for industries. The methodology applied made it possible to significantly improve the service provided, increasing proximity and transparency to the customer, in addition to improve the deliveries speed, anticipating errors and security vulnerabilities and increasing assertiveness in prioritizing the most important topics.