Modelagem de dispositivos Poka-Yoke: uma proposta de otimização de atendimento virtual.

Abstract

This Bachelor's Thesis (TCC) focuses on the application of Visual Basic for Applications (VBA) programming in modeling Poka-Yoke devices as a strategy to optimize processes in the Ombudsman office of the Electrical Sector. The study began with the mapping of the current state of processes, identifying challenges and improvement opportunities. Subsequently, a risk analysis was conducted through the application of FMEA (Failure Mode and Effects Analysis), highlighting critical points that required attention. Based on this analysis, Poka-Yoke devices were developed with the aim of preventing errors, reducing failures, and enhancing the efficiency of virtual customer service processes. The results obtained included the creation of interfaces that prevent the scheduling of two clients for the same time while adhering to service rules, including the requirement of scheduling with a minimum of 2 business days in advance. Additionally, database automation was implemented to enable the sending of emails and SMS with just one click. The tests of the Poka-Yokes represented an innovative proposal to optimize the quality and productivity in virtual customer service, through the combination of VBA programming and continuous improvement techniques, demonstrating the effectiveness of this approach in reducing errors and enhancing customer service.