Sincronismo organizacional: proposta de redesenho do processo de atendimento e venda de uma microempresa.

Abstract

With the advance of globalization, organizations have sought several alternatives to remain competitive in the market, with main focus on customer satisfaction. Control organizational processes that allow the delivery of these results becomes necessary, in order to avoid failures that may disrupt the consumer experience. In this context, there is the Management By Processes, which seeks to simplify organizational structures by changing the way the company sees its goals and positions its structure, adopting the so-called horizontal vision. That said, there is the methodology of Organizational Synchro, created by Rocha and Albuquerque (2007), which seeks to help managers achieve horizontal vision in the organizations. Thus, this case study was carried out with the aim to propose the redesign of the process of attendance and sale of a microenterprise dental materials trade, from the methodology of Organizational Synchro. For this, a search was conducted characterized as descriptive and exploratory by a mixed approach that involves both quantitative and qualitative study. Three data collection instruments were used: direct observation, interviews and questionnaires in the field and online. For the qualitative analysis, it was made the descriptive analysis of the data collected through the interviews. In the quantitative analysis, it was made statistical analysis using one statistical software for applied social sciences. As a result of the research, the current process of attendance and sale of the company proved quite complex and detailed, which in some stages the attendant can make human errors due to the used tools and made procedures. Still, the criteria analyzed by the costumers, was perceived the importance of warmth of the seller and quality of the product to theirs satisfaction related to the service. As for the perceptions of the manager and the seller, were cited aspects such as passivity of the customer in the process and the need for more knowledge of the attendants on products sold. Thus, the new process proposed was created in order to improve these aspects and avoid mistakes made by agents.