Aplicação da metodologia DMAIC como estratégia para a excelência operacional na gestão da qualidade em contact centers

Abstract

The pursuit of continuous improvement in large, medium, and even small companies has become a key objective for managers. Enhancing products, services, processes, and workflows results in increased profitability and cost reduction, while also strengthening the operational context. The purpose of this study is to demonstrate the application of the DMAIC methodology (Define, Measure, Analyze, Improve, and Control) within the Quality department of a global Contact Center company that provides customer service, technical support, billing, digital solutions, back-office operations, and connects the most respected brands on the planet with their end customers. This work also aims to present the results achieved during and after the application, using essential tools that are part of the Quality toolkit. For the statistical data collection aimed at providing initial hypotheses, the quantitative methodology was applied using tools such as Excel® and Minitab®. In order to validate the hypotheses previously raised, the qualitative methodology was crucial for the conception of root causes — that is, potential causes that were validated statistically and qualitatively — which allowed the idealization of fully effective action plans. Ultimately, in general, the study obtained relevant results, which contribute to ensuring the organization's contracts.