Análise da produtividade da venda pelo WhatsApp para a determinação do quadro de uma loja varejista

• Autor(a) principal: Lima, Arthur Vieira de
• Data de Publicação: 2021
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório do Centro Universitário Braz Cubas
• Texto Completo: https://repositorio.cruzeirodosul.edu.br/handle/123456789/3098
• topic: Omnichannel; Produtividade; WhatsApp; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO

In this course conclusion work, the case study of a retail store will be presented, in which it implemented a new sales channel through the WhatsApp application and which, due to the intensification of the flow of virtual customers in recent years, gave rise to the need for creation of a new specific position for making sales through this new omnichannel method. The general objective of this research is to stipulate an ideal number of people who should occupy this new position, without overloading them with demands and also without generating idle time, thus ensuring that there are no bottlenecks or extra expenses due to lack or excess of employees in this function. It is proposed, therefore, to present calculations and indicators through the data collected and made available by the company, as well as the creation of the mapping of service processes through observations made to the sales flows of this new channel, whether due to the customer's or the employee's vision. Applying the calculation, it is obtained that the ideal productivity of an employee is 1.9 contacts per hour, indicating that the capacity of a salesperson is 241 customer contacts per month, making it necessary to hire more employees if this number is higher. From this perspective, the ideal number of employees for this new digital sales channel can be stipulated through the calculation of productivity so that the profit of the store studied increases significantly, reaching a growth of 239% compared to the months in which there was no application of the calculation.