Proposição de melhoria no setor de pós venda da Hager Security: Um estudo de caso.

Abstract

This work is based on the étude de terrain (shop floor study) made in the Grenoble institute of technology – Industrial Engineering to obtain credits. The study was asked to the school by the quality menager from Hager Security at Crolles in France, due to some problems in the after sales service. The diagnostic phase started with help of a couple indicators already collected by them, interviews and posterior V.S.M. (Value Stream Mapping) creation used to represent how their system works and which lead to the conception of an optimized model using same tool. Furthermore, as soon as the preposition phase started some solutions did not please a couple of people because of the systematic approach took by the project which made them upset then resisting to accept some changes and attempting to disqualify this work. Therefore, in order to explain it a sociological analyze was made and one survey that served to validate the observations made. Even with this hard time that is natural to the changing process the project kept going leading to implementation and following of some propositions, but due to short time, organizational and hierarchical limits some of them couldn’t be implemented, because they required approval of people from the top hierarchy levels that were not possible to contact.