Desenvolvimento e implantação de painel gerencial para melhoria dos serviços comerciais em uma distribuidora de energia elétrica

Abstract

Process mapping and management dashboard development are working approaches that are inserted in the management by processes. The present work was conceived with the objective of developing a traceability solution for commercial service requests from group A customers in an electric power distribution company, in order to promote greater resource efficiency and quality information for decision making, through process approach models, data treatment and analysis, and the creation of management dashboards. As methodological procedures, it used a qualitative approach with participant observation, deductive documentary research, and case study. The data collected was treated using Microsoft's data automation tools. The forms of customer demand were mapped and systematized, promoting improvement in commercial service processes in terms of control criteria and management of customer service resources. These mechanisms enabled the structuring of management panels with graphical interfaces and analytical reports. Finally, it is feasible to mention the creation of process flows, which facilitate the understanding of activities from the present moment, subsidizing decision making based on facts and assertive information, consolidated by process control indexes