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A importância dos sistemas de informação no processo de melhoria da qualidade de serviço na distribuição postal
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Abstract(s)
Cada vez mais as organizações são pressionadas para melhorar a produtividade, reduzir os custos e satisfazer as expectativas do cliente, assim como acompanhar as tendências do mercado ao nível tecnológico. O acompanhamento do projeto “Mobilidade nos Registos nos Centros de Distribuição Postal” na empresa Correios Telégrafos e Telefones (CTT) possibilitou um contacto direto e continuado com os Sistemas de Informação (SI) e Operações (OP) o que permitiu conhecer os requisitos do sistema e o que é esperado com a alteração do processo manual para um processo digital apoiado em SI proporcionando assim uma capacidade de refletir sobre as experiências vivenciadas como forma de aprendizagem.
Este projeto pretende alterar o processo manual de tratamento e distribuição de correio registado e encomendas para um processo digital utilizando as Tecnologias de Informação e Comunicação (TIC). O projeto tem como finalidade reduzir o consumo de papel, influenciando assim a redução de custos com este economato. No entanto, existiram outros fatores que foram potenciados com o projeto, como por exemplo, a qualidade de serviço e a agilização dos processos. Para reduzir o consumo de papel, pretende-se, diminuir ou eliminar o papel gasto na elaboração das Listas de Distribuição (LD). Relativamente à agilização de processos este traduz-se numa redução do tempo utilizado com a conferência e abate das LD. No que respeita à qualidade o projeto propõe uma melhoria significativa na eliminação dos erros que se possam verificar no abate das LD. Esta alteração de processos mostra aos stakeholders que os CTT são uma empresa inovadora, que estão atentos ao mercado e que acompanham as tendências no que respeita às TIC. Aos clientes (população em geral) que contactam diariamente com o carteiro, os CTT demonstram a preocupação com o serviço prestado.
Durante o acompanhamento do projeto foi possível analisar e compreender os objetivos do mesmo para as duas áreas envolvidas e para a empresa no geral, tendo a oportunidade de fazer parte do teste de aceitação efetuado no Centro de Distribuição Postal (CDP) 2855 Corroios. Esta participação permitiu analisar o impacto do projeto na vertente da redução de custos e melhoria da qualidade de serviço.
Foram analisados os requisitos de software para aferir se abrangiam todos os parâmetros do processo de distribuição e entrega de registos e encomendas. Esta análise, permitiu efetuar algumas propostas para a alteração dos requisitos, para que os mesmos possam abranger todos os passos do processo. As propostas referem-se a alterações de alguns requisitos funcionais e requisitos de utilizador, para que os Carteiros (CRT) possam obter maior controlo dos objetos que lhe estão confiados.
Organizations are increasingly pressured to improve productivity, reduce costs and meet customer expectations, as well as keep up with market trends at the technological level. The follow-up of the project "Mobility in Registers in Postal Distribution Center" at the Telegraph and Telephone Post Office (CTT) made possible direct and continuous contact with the information systems (SI) and operations (OP), allowing to know the system requirements and what is expected with the change of the manual process to a SI-based digital process, thus providing an ability to reflect on experiences as a way of learning. This project aims to change the manual process of handling and distribution of registered mail and parcels for a digital process using Information and Communication Technologies (ICT). The project aims to reduce the consumption of paper, thus influencing the reduction of costs with this department. However, there were other factors that were enhanced as the project, such as the quality of service and the streamlining of processes. To reduce the consumption of paper, it is intended to reduce or eliminate the role spent in the elaboration of Distribution Lists (LD). With regard to the streamlining of processes, this translates into a reduction in the time spent with the conference and slaughter of the LD. With regard to quality, the project proposes a significant improvement in the elimination of errors that may occur in the slaughter of LD. This process change shows to the stakeholders that CTT is an innovative company that is attentive to the market and that follows trends in ICT. To the customers (general population) who contact daily with the postman, the CTT demonstrate the concern with the service provided. During project follow-up, it was possible to analyse and understand the objectives of the project for the two areas involved and for the company in general, having the opportunity to be part of the acceptance test carried out at the 2855 Corroios Postal Distribution Center (CDP). This participation allowed to analyse the impact of the project in the aspect of cost reduction and improvement in quality of service. The software requirements were analysed to check if they covered all the parameters of the process of distribution and delivery of records and orders. This analysis allowed to make some proposals for the change of the requirements, so that they can cover all the steps of the process, the proposals refer to changes in some functional requirements and user requirements, so that the Postman (CRT) can obtain greater control of the objects entrusted to it.
Organizations are increasingly pressured to improve productivity, reduce costs and meet customer expectations, as well as keep up with market trends at the technological level. The follow-up of the project "Mobility in Registers in Postal Distribution Center" at the Telegraph and Telephone Post Office (CTT) made possible direct and continuous contact with the information systems (SI) and operations (OP), allowing to know the system requirements and what is expected with the change of the manual process to a SI-based digital process, thus providing an ability to reflect on experiences as a way of learning. This project aims to change the manual process of handling and distribution of registered mail and parcels for a digital process using Information and Communication Technologies (ICT). The project aims to reduce the consumption of paper, thus influencing the reduction of costs with this department. However, there were other factors that were enhanced as the project, such as the quality of service and the streamlining of processes. To reduce the consumption of paper, it is intended to reduce or eliminate the role spent in the elaboration of Distribution Lists (LD). With regard to the streamlining of processes, this translates into a reduction in the time spent with the conference and slaughter of the LD. With regard to quality, the project proposes a significant improvement in the elimination of errors that may occur in the slaughter of LD. This process change shows to the stakeholders that CTT is an innovative company that is attentive to the market and that follows trends in ICT. To the customers (general population) who contact daily with the postman, the CTT demonstrate the concern with the service provided. During project follow-up, it was possible to analyse and understand the objectives of the project for the two areas involved and for the company in general, having the opportunity to be part of the acceptance test carried out at the 2855 Corroios Postal Distribution Center (CDP). This participation allowed to analyse the impact of the project in the aspect of cost reduction and improvement in quality of service. The software requirements were analysed to check if they covered all the parameters of the process of distribution and delivery of records and orders. This analysis allowed to make some proposals for the change of the requirements, so that they can cover all the steps of the process, the proposals refer to changes in some functional requirements and user requirements, so that the Postman (CRT) can obtain greater control of the objects entrusted to it.
Description
Trabalho de Projeto submetido como requisito parcial para obtenção do grau de Mestre em Gestão de Sistemas de Informação.
Keywords
Requisitos Testes de Aceitação Sistemas de Informação Qualidade Redução de Custos Requirements Acceptance Tests Information Systems Quality Cost Reduction
Citation
Publisher
Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais