2025-09-172025-09-172017-12-05BARBOSA, Herbert da Silva; FERREIRA, Kathleen Kelly de Paula Araújo. Proposta de melhoria do fluxo de informação em uma empresa de serviços por meio do mapeamento de processos e ferramentas da qualidade. 2017. Trabalho de Conclusão de Curso (Graduação em Engenharia de Produção) – Universidade do Estado do Pará, Belém, 2017.https://bibliotecadigitaldetcc.uepa.br/handle/riuepa/641The present study aims to propose improvements to the flow of information in a service company with the use of quality tools and process mapping. The object of this research is a service sector company focused on the elevator maintenance and repair subsector, developed by a branch located in the city of Belém, which shows itself with great relevance due to the need to manage the information in the company itself and on the economic aspect because of the high added value of the service provided. Some problems can be found in the provision of services in elevators, considering the existing processes in the sectors of the company observed, ranging from problems of communication with its internal and external collaborators to the provision of service for customers. The objective of this work is to propose improvements in the information flow developed in the elevator maintenance service sector, using process mapping and quality tools, the latter being for the purpose of observing, defining and analyzing and then to suggest solutions to the problems that interfere in the good performance of the company, allowing a greater control of the processes and improvements in the decision making. The methodology of the work consisted of using the process mapping to map the maintenance service sector in order to analyze during the course of the processes how the information flow occurs, and with the use of quality tools such as Brainstorming, Ishikawa Diagram, 5 Why’s, Matrix GUT and 5W1H, serving as tools to study, analyze and suggest improvements. After completing all the steps the result was the elaboration of a set of structured actions, such as training, prior planning, schedule definition, staff responsible for each action and a due time for each action all using the 5W1H, to be applied in the elevator maintenance sector, in order to reduce its GAPs, acting directly on root causes.Língua PortuguesaAbertoInformation managementQuality toolsServiceProcess mappingTrabalho de Conclusão de Curso (TCC)