Aplicação de metodologia PDCA em empresa de representação comercial para otimização dos processos administrativos e operacionais

Abstract

Organizational evolution and growth can reveal flaws in processes that impact operational efficiency and financial gains in companies, as well as their results. Thus, the use of methodologies based on continuous improvement becomes necessary. Therefore, this work aimed to use the PDCA (Plan, Do, Check, Act) methodology in a company that operates in commercial representation, aiming to optimize and improve administrative and operational processes, as well as increase productivity, generate better sales quality, and reduce waste. The research was defined as an applied case study, developed based on the mapping of organizational processes, data analysis and collection, identification of root causes using quality tools, execution of hypothesis tests, and planning of an action plan based on the 5W2H tool. The actions implemented involved remodeling sales registration processes, generating performance indicators using Microsoft Power BI, improving post-sales stages, and developing a standardized plan to recover salespeople with low productivity indicators. The results showed a reduction in time spent on operational activities, increased standardization of processes, improvements in monitoring performance indicators, and greater control over commercial activities and administrative processes. Furthermore, positive results were achieved in sales quality, the organization's financial results, and team productivity. It is concluded that the use of the PDCA methodology brought significant and gradual improvements to the company, in addition to generating increased process efficiency and significantly structuring the company's management, demonstrating the importance of quality tools as a support tool for sustainable evolution and business competitiveness.