Mapeamento de processos em lojas de departamentos: um estudo no Lojão Total de Santana do Livramento - RS

Abstract

With the development and improvement occurred in the companies in all branches it has been looked for in standardization and search for the maintenance of the quality perceived by clients, the present article sought to perform a mapping of business processes in a department store in the city Santana do Livramento - RS, with an action research method and critically responding if such mapping makes a big difference in the routine of the company or not. During this process other objectives were met, being the understanding that if the mapping is important for organization as well as the identification of possible bottlenecks that prevent the acceleration of the development of the organization. This exploratory research with a qualitative approach was able to describe how important is the standardization of reactions day-to-day events, with the purpose of standardizing costs, safety and other resources spent in the resolution of deviations from the expected objective. The mapping was performed within BPMN® international standards, using Lucidchart® software.