Sistemática para avaliação de desempenho na prestação de serviços: o caso do processo de novas ligações em empresa de distribuição de energia elétrica

• Autor(a) principal: Araújo, Manuel Edervaldo Souto
• Data de Publicação: 2011
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da UFPB
• Texto Completo: https://repositorio.ufpb.br/jspui/handle/tede/5230
• topic: Modelagem de Processos; Redes de Petri Coloridas; Análise de Falhas; FTA e FMEA; Process Modeling; Coloured Petri Nets; Failure Analysis; FTA and FMEA; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO

This study proposes a systematic method for evaluating the performance of service delivery through process modeling and failure analysis. The implementation of the proposal took place in a distribution company of electricity (COELCE), in which he was elected New Process Connections as an object of study for the following reasons: This process helps to reduce the deficit of households without electricity in the country and showed a high rate of irregularities pointed out by regulators from providing that service here has to justify the choice of process and not the company. This is a case study, with secondary data were collected in books, websites, internal documents COELCE and scientific publications (journals, dissertations and theses). We obtained the primary data in reading and statistical analysis of company documents to the investigator assigned by the managers of the process, meetings with experts COELCE before, during and after field research, and intensive direct observation of the teams responsible for the physical connections of the units consumers. The methodology proposed by the tool is composed of colored Petri nets for modeling process New Links and techniques of failure analysis (FTA Fault Tree Analysis) and FMEA (Failure Mode and Effects Analysis). The systematic validation enabled: first - viewing different phases and activities of the process; second - identification of critical functions and potential failure of the process, the third - the formulation of action plan by the researcher to improve the process of New Connections. The action plan was endorsed by the group of experts COELCE, which collaborates with the research, from the exploratory phase. The use of integrated techniques proposed in this paper contributes to scientific knowledge by using the approach of process modeling and analysis techniques of failures in service businesses, especially in regard to the reduced number of work in this area. It is noteworthy that the systematics can be applied to other companies in the services sector can contribute in improving the performance of the processes analyzed.