Aplicação de filosofia kaizen em processo de melhoria de infraestrutura operacional: um estudo em uma empresa do segmento financeiro

• Autor(a) principal: Brunini, Pedro José Hoici [UNESP]
• Data de Publicação: 2016
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UNESP
• Texto Completo: http://hdl.handle.net/11449/155372; http://www.athena.biblioteca.unesp.br/exlibris/bd/capelo/2017-04-25/000882416.pdf
• topic: Gestão da qualidade total; Instituições financeiras; Concorrência; Total quality management

Considering the expansion of the use of smartphones technologies and other wide range web connection technologies that are in the market, usual operations and services that still rely on human workforce need to increase their quality level to keep themselves competitive and, most of all, attractive to the final costumer. In this context, this case study approaches kaizen oriented quality projects and how they perform in a specific process of individual registration for low level credit cards. The specific focus of this study is to improve the internet link connection quality: it was pointed as the most critical part of the whole process. The company which released the data for this case study is part of the services sector and provides financial services and options for the public. This study pointed as viable and well succeeded to implement kaizen oriented actions in services focused non-industrial processes