Previsão de demanda em uma empresa no setor de serviços de tecnologia

Abstract

Considering a highly competitive environment, companies need to use management tools in order to stand decision making. Therefore, demand forecasting can have a critical role in the company’s strategic planning for further periods. This paper claims to analyze and understand the demand’s characteristics for customer service in a technology company which works with platform for electronic signature, then use exponential smoothing and process statistics control techniques, specially the ARIMA and Holt Winters models that were compared by reliability and quality of demand planning, to forecast it and help size the efforts demanded by the team responsible to auxiliate the customers in need, being the second model, the one that had better performance for the case studied with less variation between series. Besides the importance of having a better predictability, the study justifies itself by the lack of content in this matter, especially ones referring to services.