Análise e mapeamento dos processos operacionais de um transitário

• Autor(a) principal: Ribeiro, Ana Sofia Teixeira
• Data de Publicação: 2021
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.22/19836
• topic: ISO 9001:2015; Mapeamento; Análise SWOT; Indicadores de desempenho; Mapeo; Análisis DAFO; Indicadores de rendimiento; Mapping; SWOT Analysis; Performance indicators; Gestão

Growing globalization has brought about, in recent years, increasingly diversified and competitive markets due to the entry of more aggressive and threatening economic factors. In this context and the need to keep up with the constant evolution of the economy, companies seek to restructure and optimize their processes. It was in this context that the Quality Management System emerged that has proliferated and assumed an important role. In this perspective, there are more and more organizations that seek to obtain the certification of ISO 9001:2015, as a guarantee of the quality of their products and services and greater customer satisfaction, with a direct impact on the company's results. Therefore, the internship described in this document and carried out in the company Multicargo – Transportes e Logística, Lda. aimed to conduct qualitative research on this theme, through an extensive bibliographic work and the focus on the elaboration of a simple flowchart, seen as a tool for optimizing its services and standardizing its processes. To complement this information, a SWOT analysis was carried out, as well, an evaluation of some performance indicators. It was intended, with this work, to provide, mainly, to the employees involved in the execution of the tasks a complete and descriptive guideline of the procedures to be implemented in order to obtain a standardization of the processes and, consequently, to ensure the efficiency and quality of the services provided by the company. In a statement, the accomplishment of this work contributed to the company Multicargo being able to efficiently prepare the next renewal of the ISO 9001:2015 certification, thus being able to collect all the advantages that this diploma produces.