ANÁLISE DO IMPACTO DOS INDICADORES DE PERFOMANCE NA UTILIZAÇÃO DE PROCESSO E NA MELHORIA DA PRODUTIVIDADE: Estudo de caso na empresa DV Locações

Abstract

This work aimed to analyze the impact of performance indicators on the use of processes and on the improvement of productivity of DV Locações. The research started from the question of how the efficient use of these indicators could optimize processes and increase the company's productivity. The methodology used involved the application of a questionnaire to the company's partners, which allowed the identification of the most critical stages of the leasing process and the main challenges faced. The results revealed that the transport logistics and the preparation of equipment are the main points of inefficiency, in addition to the lack of resources and deficiency in internal planning. A positive correlation was found between the quality of service and customer satisfaction, highlighting the need for investment in training and service improvement. The study had limitations, such as the restricted collection of data and the absence of an automated system for monitoring indicators, suggesting the need for future research that includes technological solutions and a larger sample.