Modelagem de processos na artesanali farmácia de manipulação

• Autor(a) principal: Sperotto, Candotti Isadora
• Data de Publicação: 2019
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Universitário da Ânima (RUNA)
• Texto Completo: https://repositorio.animaeducacao.com.br/handle/ANIMA/8683
• topic: Modelagem de processos; Atendimento ao cliente; Artesanali farmácia de manipulação

This study is applied to Artesanali Pharmacy Manipulation, aiming to apply process modeling in sales and customer service, using the BPMN methodology. Methodologically, it was used applied, qualitative and descriptive research, as well as case study. For data collection, bibliographic research, documentary research, interviews with company employees and participant observation were used. The company already had a standard of execution of care, but needed a restructuring in this process, because there were flaws in the procedures. As a result, from the description of the current state of the service process, came to the following points: overloaded service channels; lack of verification in order form printing; and need for change in labeling location. Thus, it was possible to create a proposal to restructure the sales process, with the purpose of solving the aforementioned failures. The main changes were: install a barcode reader, so in order fulfillment and production activities, a card will be "beeped" and recorded in the system or tracking of each order. A labeling area will be applied in the lab, and an attendant overload limit on the service part will make the process more efficient. Keywords: Process modeling. Customer service. Artesanali Handling Pharmacy.