Gestão estratégica de filas: o caso da unidade INSS/Bancários

Abstract

This work it is a study on Strategic Management of queues and was held at the INSS agency /Bank. Has the overall aim of examining how the INSS is managing waiting queues for service to its customers and the specific objectives for: describe the current queue management model of the organization, identify the main causes of queues and diagnose results of management practices currently adopted by the organization to manage the queues. The methodological procedures used to achieve the above objectives included: bibliographic study, annual report in 2014 provided for the organization, conducting semi-structured interviews and non-participant observation. The unit INSS studied showed good strategies for management of queues with the use of systems and management programs and monitoring of care and scheduling systems, as well as goals aimed at the average execution time of the services offered. As for the lines, its structure is multiple with single lines to one and more than one service channels with at least one phase and up to three by the end of service. The discipline of the queue is in order of arrival, but with priority for scheduling, elderly, pregnant women, the disabled, and mothers with infants in arms. The unit had problems with power outages and breakdowns in systems which are situations that excessively limited the execution of the service to customer needs, overload problems in the months of school holidays because there's a reduction of the staff of effective, and not using the theory of lines to improve their performance. On the other hand, showed good results in meeting the goals of average time of service, good management practices and expressed concern and dedication to the welfare of the insured in addition to have satisfied employees with their tasks, and motivated to attend with education and ethics.