Fluxo de informação na prestação de serviço no Laboratório de Metrologia da Universidade Federal do Rio Grande do Norte

Abstract

This study explores the importance of efficient management and information flow modeling at the Metrology Laboratory (LabMetrol) of the Federal University of Rio Grande do Norte (UFRN). The laboratory plays an essential role in providing metrology services to several institutions and companies, meeting crucial demands for quality and accuracy, which are fundamental for local and regional development. The main objective of the research is to identify and resolve gaps in LabMetrol’s information flow, to make its service delivery processes more efficient and effective. Specific objectives include a complete mapping of the information flow, an analysis of customer satisfaction, and the creation of a technical report that documents and organizes the entire process. To achieve these objectives, the study adopts a case study methodology, combining document analysis and questionnaires administered to users of the laboratory’s services. The analysis of the information flow at LabMetrol identified challenges and opportunities for improvement in internal communication and customer experience. Key findings include: (1) decentralized communication between departments, causing delays and difficulties in data traceability; (2) lack of standardization in records, making it difficult to consult and retrieve information; (3) customer satisfaction with an average score of 4.09 (on a scale of 1 to 5); (4) variation in the perception of execution times, with an average of 3.9 (on a scale of 1 to 5). To optimize the processes, three tools were developed: a satisfaction questionnaire, a guide for registering calibrations in SIPAC-UFRN and a checklist of metrological equipment. The implementation of an integrated management system, standardization of records and continuous training can improve communication, transparency and reliability of the laboratory. In addition to optimizing internal processes, these improvements would strengthen LabMetrol's competitiveness and credibility in the metrology sector. It is recommended that the changes be implemented gradually and that their impacts be continuously monitored, ensuring innovation and excellence in the future.