Produtividade e qualidade na gestão do transporte coletivo de passageiros – Caso Viação Miracatiba

• Autor(a) principal: Oliveira, João Clineu de
• Data de Publicação: 2019
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações do Mackenzie
• Texto Completo: http://dspace.mackenzie.br/handle/10899/23041
• topic: absenteísmo; nível de serviço; custos operacionais; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO

This work is a technical report of the analysis process with proposal of intervention for optimization of the operating and management processes of Viação Miracatiba, an urban transport company that operates in the metropolitan region of São Paulo. For the diagnosis, surveys were conducted with employees and clients and a survey of operational performance indicators. The following problems were mainly found: high absenteeism index measured by the number of absences and delays, low level of service measured by the high number of complaints and high operational cost, especially the cost of labor. After analyzing the causes and possible solutions, as well as the future challenges of regulation and technological changes, a plan of actions involving changes in internal policy, adjustment in operational procedures, new recruitment criteria, training and innovation actions was proposed and implemented. In the form of charging the fee with the gradual replacement of the collector by the electronic ratchet. Emphasis is given to the complexity faced to carry out this work since, from its inception, there was involvement of the employees, shareholders, management body and clients. After the implementation of the proposed actions, the indicators show a significant improvement in all dimensions analyzed, with emphasis on innovations in processes that resulted in greater efficiency, reduction of absenteeism, greater profitability due to the cost of labor and higher customer satisfaction, noting that the actions implemented created value for customers and shareholders. Finally, it is understood that the processes and methods presented that have proven effective for improving performance and competitiveness may be references to other companies in the industry or even outside it, which gives the work value both academic and practical, given the its potential for replicability in other organizations.