BATISTA, Clauderino da Silva2025-03-132019OLIVEIRA, Adriano Lima de. Uma Proposta de Diagnóstico no Processo de Atendimento ao Cliente: Um Estudo de Caso em uma Agência Bancária de Manaus - AM. 2019. 123 f. Dissertação (Mestrado em Engenharia de Processos) – Instituto de Tecnologia, Universidade Federal do Pará, Belém, 2019.https://rigalileo.itegam.org.br/handle/123456789/563The main objective of this study was to propose an analysis focused on the growth in the use of remote channels and their organizational consequences, following the adoption of digital tools such as internet banking, mobile banking, and other means of banking transactions. The research was conducted through data collection at a bank branch in the city of Manaus-AM, aiming to diagnose the service process and assess customers' perception of the quality of the service provided. Based on the studies carried out, the dissertation identifies aspects of in-person service and operations that require attention from the financial institution and presents a set of improvement proposals for the service process, particularly to reduce waiting times in queues and increase customer satisfaction. The work achieved its results by diagnosing possible solutions to reduce the number of clients in branch environments and identifying potential obstacles in the use of alternative channels, contributing to service improvements.pdf.Atendimento ao clienteCanais alternativosQualidade em serviçosAutomação bancáriaGestão de filasDissertaçãoEngenharia de Produção