A Aplicação da Metodologia DMAIC no Processo de Satisfação dos Clientes e Seu Impacto nos Resultados Financeiros em uma Agência Bancária

Abstract

This dissertation refers to the application of the principles and concepts of the DMAIC methodology, aiming to reduce failures in the customer satisfaction process of a banking agency by analyzing the financial impacts caused after its implementation. Using qualitative, descriptive, and exploratory research, a six-month follow-up of customer service activities, account opening and closing, and other agency services was carried out. The study identified, analyzed, and proved the effective use of quality tools in institutional activities. Experimentally, it was found that the systematic application of DMAIC led to highly satisfactory results, with a 26% increase in agency profit and a Net Promoter Score (NPS) of 75 points, justifying and enhancing the use of this procedure. Furthermore, due to its effectiveness and simplicity, the methodology also promotes motivational and integrative aspects of human elements, contributing to organizational excellence and sustainability.