The analysis of macro processes of the cashier service in a supermarket organization: a case study of quality management and simulation
| dc.creator | Melo, Gustavo Alves de | |
| dc.creator | Peixoto, Maria Gabriela Mendonça | |
| dc.creator | Barbosa, Samuel Borges | |
| dc.creator | Mendonça, Maria Cristina Angélico de | |
| dc.date.accessioned | 2026-08-27T19:38:49Z | |
| dc.date.issued | 2022-05-24 | |
| dc.description.abstract | This paper aimed to optimize the cashier service macroprocess in a supermarket located in the Alto Paranaiba. Decision-making tools were applied, such as brainstorming, process mapping, Ishikawa diagram and PDCA cycle. The simulation type was based on the M/M/1 model, in the context of Queuing Theory. Thus, factors such as customer satisfaction and increased productivity were sought through systematic control and continuous improvement of the cashiers' service macroprocess. Finally, the alignment carried out between the PDCA cycle and the Routine Management brought an effective contribution, represented by the standardization of the macroprocess, by the construction of Standard Operating Procedures (SOPs). | |
| dc.description.resumen | Este trabajo tuvo como objetivo optimizar el macroproceso del servicio de caja en un supermercado ubicado en el Alto Paranaiba. Se aplicaron herramientas para la toma de decisiones como lluvia de ideas, mapeo de procesos, diagrama de Ishikawa y ciclo PDCA. El tipo de simulación se basó en el modelo M/M/1, en el contexto de la Teoría de Colas. Así, se buscó factores como la satisfacción del cliente y el aumento de la productividad a través del control sistemático y la mejora continua del macroproceso de atención de los cajeros. Finalmente, el alineamiento realizado entre el ciclo PDCA y la Gestión Rutinaria trajo un aporte efectivo, representado por la estandarización del macroproceso, por la construcción de Procedimientos Operativos Estándar (POE). | |
| dc.identifier.citation | MELO, Gustavo Alves de et al. The analysis of macro processes of the cashier service in a supermarket organization: a case study of quality management and simulation. Dyna, Medellin, Colombia, v. 89, n. 223, p. 19-26, July/Sept, 2022. DOI: https://doi.org/10.15446/dyna.v89n223.100885. | |
| dc.identifier.issn | 0012-7353 | |
| dc.identifier.uri | https://repositorio.ufla.br/handle/1/61119 | |
| dc.language.iso | en_US | |
| dc.publisher.country | colombia | |
| dc.publisher.department | Departamento de Administração e Economia | |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 Brazil | en |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/br/ | |
| dc.subject | Quality management | |
| dc.subject | Process management | |
| dc.subject | Routine management | |
| dc.subject | Supermarket chain | |
| dc.subject.cnpq | Administração de Empresas | |
| dc.title | The analysis of macro processes of the cashier service in a supermarket organization: a case study of quality management and simulation | |
| dc.title.alternative | El análisis de macroprocesos del servicio de caja en una organización de supermercados: un caso de estudio de gestión de calidad y simulación | |
| dc.type | Artigo |