Success case

Background

One of the most important aspects considered within the company's operation was the precise measurement of its operational productivity. For years, they faced significant challenges in quantifying and obtaining clear indicators of team and area performance, which complicated strategic decision-making. Concrete examples included spreadsheets that took more than two hours to open, various customer satisfaction metrics (Net Promoter Score - NPS) managed manually by region, and data coming from multiple sources without effective integration.

Objective

Having a robust and reliable tool that allows for the centralization, presentation, and analysis of relevant information to clearly measure the operational productivity of the entire organization.

Solution

A Master Maintenance Dashboard project was implemented, developed in close collaboration with the client, which automatically integrates various data sources: CRM systems, ERP, spreadsheets with surveys, and NPS results. Additionally, a national standardization of NPS questions was carried out to ensure a unified and comparable view.

This dashboard incorporates detailed visualizations by cells and operational groups, allowing for a clear assessment of performance on key indicators such as operating profit, inventory days, NPS, and customer satisfaction, as well as timely tracking of service orders and their respective billing.

Highlighted Achievements

Reports that used to take up to three days to generate manually are now updated automatically every hour.

Effective and automatic integration of all key sources (ERP, CRM, satisfaction surveys, marketing).

60% increase in operational efficiency in the first three years of using the dashboard, according to established indicators and the company's business rules.

Conclusion