Uso dos indicadores de produtividade como ferramenta de gestão e mensuração de resultados de uma concessionária de distribuição elétrica da região nordeste

Abstract

The present work seeks to identify the importance of the use of productivity indicators in the provision of services of the Commercial Department to Combat Losses - DECP, of a distribution concession holder of electricity in the Northeast Region. What is the view of managers regarding the use of this management tool? How does the monitoring of these impacts on the operational results of the department? Through qualitative research, with semi structured interviews conducted with six managers of the area and the use of operational reports, it became possible to compare two teams from different geographical regions, which the company denotes the nomenclature of "regional", the same department, highlighting the similarities of production and differences with respect to each mode of management. Based on the evidence, the department's productive profile was drawn up, as well as the productivity tools and indicators used, describing the benefits and limitations of the use of process standardization in management as a way to achieve the goals. Opportunities for implementing improvements in the department's productive processes were identified, as well as the creation of a new indicator that increased the level of control of the use of resources, increasing productivity and corroborating with the alignment of the management strategies that includes the specificities of each regional. Also, the centralization of the service demands with which it was associated with the effective control of the executions, improved the control of the actions, as well as the synergy between the departments, with a central of services, distributing, controlling and accompanying operations to combat the loss of energy.