Proposta de sistemática para análise do desempenho operacional das equipes de uma empresa distribuidora de energia elétrica

Abstract

The provision of services in electricity distribution companies involves a set of activities such as network maintenance, customer service and emergency service. These services are performed by teams that work in the field moving themselves to the place of occurrence and performing the necessary tasks. Although teams that perform such activities are highly trained, in order to guarantee the quality of services and identify opportunities for improvement, it is necessary to know their performance in relation to the execution time of service orders. Thus, the objective of this research is to structure a systematic to compare the performance of the teams of a concessionaire of electric energy distribution in Rio Grande do Sul based on its history, identifying if there are significant differences between teams in relation to the execution time (by type of service orders). As results of this study, the performance evaluation systematics was defined and through this, it was identified that the teams have different operational performances.