Padronização da rotina de trabalho nos processos do setor de vendas de uma rede de farmácias.

Abstract

The present work was developed in a large company in the pharmaceutical market, which saw in this paper an opportunity for interaction between academia and the market in search of solutions regarding the implementation of process standardization and the democratization of knowledge in the organization. Aiming to obtain, organize and expose the knowledge of some employees about the usability of the system used by the company, thus increasing the efficiency in the accomplishment of the processes performed in this. Based on bibliographies and reports of the personnel directly involved in each of the processes, the Standard Operating Procedures - SOPs were created, where the step by step of each process and who is responsible for it are explained. With this, it was possible to elaborate the “Work Instruction Manuals” and, finally, a possible proposal to use them to improve the employees.