A process improvement project life cycle applied to a financial institution.

Author(s)

Roberto Cesar Durscki

• Document type: Master's Dissertation
• Press: São Paulo.
• Institution: Universidade de São Paulo (USP). Escola Politécnica (EP/BC)
• Defense date: 2007-05-31

Examining board members

Mauro de Mesquita Spínola; Robert Carlisle Burnett; Fernando José Barbin Laurindo

• Advisor: Mauro de Mesquita Spínola

Abstract

The importance of the services sector on the global economy is growing bigger every year, exceeding 50% in many countries. The difficulties to sustain this growth along with quality and process improvement are currently an academic and organizational concern. This research focused on this topic through the development of a process improvement project life cycle to the back-office sector. The investigations went from process improvement, total quality management and project management to operations management research techniques, especially actionresearch, applied in this master\'s thesis. The evolution of an initial process improvement model through the action research performed at a multinational financial institution is shown, leading to the final model. Moreover the model is explored to the level of scope, duration, templates and tools. At the end, the conclusions, successes and limitations are presented along with the highlights of the chosen research method benefits and suggestions of futures researches on the proposed model and on related topics. (AU)