2024-11-112024-11-112024-01-10MACIEL, Renan Pereira. Formulação de um indicador compósito para a mensuração da produtividade de Back Offices usando o Analytic Hierarchy Process (AHP). 2024. Trabalho de Conclusão de Curso (Bacharelado em Engenharia de Produção) – Universidade do Estado do Pará, Belém, 2024.https://bibliotecadigitaldetcc.uepa.br/handle/riuepa/511The purpose of this study is to develop a Key Performance Indicators (KPIs) framework, integrating them into a Composite Indicator (CI), to assess the performance of Back Offices in a telecommunications company located in Belém (PA). The central motivation for this study originated from the growth scenario in the telecommunications services sector and its economic relevance. The theoretical foundation focused on the principles of the Organisation for Economic Co-operation and Development (OECD) for indicator measurement. The research development included both primary and secondary data collection, incorporating surveys to assess criteria and historical results over approximately one year. Visualization Dashboards for KPIs were then created to analyze the Back Offices' performance based on calculated indicators from historical data. The overall performance revealed opportunities for improvement over the analyzed period, as the results for all contributors showed percentages below 80%, indicating areas for development in relation to processes and incentive actions in individual KPIs. The indicator system, therefore, provided a detailed understanding of areas that require enhancement, as well as fostering valuable discussions and insights on improvement strategies. In this context, the Analytic Hierarchy Process (AHP) method contributed to this study by selecting criteria and KPIs for Back Offices, enabling the development of a customized CI. Thus, it provided a comprehensive understanding of performance through Dashboard visualizations, allowing for the diagnosis of operations.Língua PortuguesaAbertoOperational researchBusiness intelligenceAnalytic Hierarchy Process (AHP)Back officesTrabalho de Conclusão de Curso (TCC)