MELHORIA DE PROCESSOS LOGÍSTICOS EM UMA COOPERATIVA DE CRÉDITO: UMA ABORDAGEM BASEADA NO CICLO PDCA

Abstract

This study analyzes and proposes improvements to an internal process of a credit cooperative by applying the PDCA cycle. Field research was carried out in five branches of the institution, where bottlenecks related to the delivery time of equipment to members were identified. The mapping of the current process (AS-IS) revealed a high dependence on a third-party carrier, with delivery times ranging from 3 to 7 days, as well as a lack of operational control mechanisms within the branches. Based on this diagnosis, a new operational flow (TO-BE) was developed, grounded in maintaining minimum inventory levels in the branches and partially internalizing the logistics stage. The implementation of the solution reduced the total process time to 0–1 day (an improvement of approximately 85%), increased operational control (from 27% to 91%), and reduced rework (from 22% to 6%), directly improving the member experience. The results show that the structured application of the PDCA cycle, combined with process mapping and the 5W1H tool, consistently contributes to operational efficiency, standardization, and continuous improvement within the cooperative environment. Beyond the operational results, the study contributes to the advancement of knowledge about process management in credit cooperatives, demonstrating the practical applicability of quality methodologies in service environments and reinforcing their role as an instrument of social and organizational impact.