Os Impactos do Arranjo Físico nos Processos de uma Agência Bancária: Um estudo sobre a influência do layout na eficiência e segurança dos processos bancários

Abstract

This study investigates the impacts of physical arrangement on the processes of a bank agency, focusing on the treasury and cashier counters. The research, conducted in a bank agency in Manaus, analyzed issues such as queues, transaction errors, noise pollution, and difficulties in supplying ATMs. The results indicate that, although the agency's area is sufficient for the number of clients, the arrangement of equipment, the scarcity of labor, and the lack of visible signage hinder process efficiency, leading to customer dissatisfaction and slow service. The implementation of a new functional physical arrangement showed significant improvements in service time and customer satisfaction.