Publicado

2022-09-06

The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study

El análisis de macroprocesos del servicio de caja en una organización de supermercados: un caso de estudio de gestión de calidad y simulación

DOI:

https://doi.org/10.15446/dyna.v89n223.100885

Palabras clave:

quality management; process management; routine management; supermarket chain (en)
gestión de la calidad; gestión de proceso; gestión de rutinas; cadena de supermercados (es)

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Autores/as

This paper aimed to optimize the cashier service macroprocess in a supermarket located in the Alto Paranaiba. Decision-making tools were applied, such as brainstorming, process mapping, Ishikawa diagram and PDCA cycle. The simulation type was based on the M/M/1 model, in the context of Queuing Theory. Thus, factors such as customer satisfaction and increased productivity were sought through systematic control and continuous improvement of the cashiers' service macroprocess. Finally, the alignment carried out between the PDCA cycle and the Routine Management brought an effective contribution, represented by the standardization of the macroprocess, by the construction of Standard Operating Procedures (SOPs).

Este trabajo tuvo como objetivo optimizar el macroproceso del servicio de caja en un supermercado ubicado en el Alto Paranaiba. Se aplicaron herramientas para la toma de decisiones como lluvia de ideas, mapeo de procesos, diagrama de Ishikawa y ciclo PDCA. El tipo de simulación se basó en el modelo M/M/1, en el contexto de la Teoría de Colas. Así, se buscó factores como la satisfacción del cliente y el aumento de la productividad a través del control sistemático y la mejora continua del macroproceso de atención de los cajeros. Finalmente, el alineamiento realizado entre el ciclo PDCA y la Gestión Rutinaria trajo un aporte efectivo, representado por la estandarización del macroproceso, por la construcción de Procedimientos Operativos Estándar (POE).

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Cómo citar

IEEE

[1]
G. Alves de Melo, M. G. Mendonça Peixoto, S. . Borges Barbosa, y M. C. . Angélico de Mendonça, «The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study», DYNA, vol. 89, n.º 223, pp. 19–26, sep. 2022.

ACM

[1]
Alves de Melo, G., Mendonça Peixoto, M.G., Borges Barbosa, S. y Angélico de Mendonça, M.C. 2022. The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study. DYNA. 89, 223 (sep. 2022), 19–26. DOI:https://doi.org/10.15446/dyna.v89n223.100885.

ACS

(1)
Alves de Melo, G.; Mendonça Peixoto, M. G.; Borges Barbosa, S. .; Angélico de Mendonça, M. C. . The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study. DYNA 2022, 89, 19-26.

APA

Alves de Melo, G., Mendonça Peixoto, M. G., Borges Barbosa, S. . & Angélico de Mendonça, M. C. . (2022). The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study. DYNA, 89(223), 19–26. https://doi.org/10.15446/dyna.v89n223.100885

ABNT

ALVES DE MELO, G.; MENDONÇA PEIXOTO, M. G.; BORGES BARBOSA, S. .; ANGÉLICO DE MENDONÇA, M. C. . The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study. DYNA, [S. l.], v. 89, n. 223, p. 19–26, 2022. DOI: 10.15446/dyna.v89n223.100885. Disponível em: https://revistas.unal.edu.co/index.php/dyna/article/view/100885. Acesso em: 13 may. 2026.

Chicago

Alves de Melo, Gustavo, Maria Gabriela Mendonça Peixoto, Samuel Borges Barbosa, y Maria Cristina Angélico de Mendonça. 2022. «The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study». DYNA 89 (223):19-26. https://doi.org/10.15446/dyna.v89n223.100885.

Harvard

Alves de Melo, G., Mendonça Peixoto, M. G., Borges Barbosa, S. . y Angélico de Mendonça, M. C. . (2022) «The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study», DYNA, 89(223), pp. 19–26. doi: 10.15446/dyna.v89n223.100885.

MLA

Alves de Melo, G., M. G. Mendonça Peixoto, S. . Borges Barbosa, y M. C. . Angélico de Mendonça. «The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study». DYNA, vol. 89, n.º 223, septiembre de 2022, pp. 19-26, doi:10.15446/dyna.v89n223.100885.

Turabian

Alves de Melo, Gustavo, Maria Gabriela Mendonça Peixoto, Samuel Borges Barbosa, y Maria Cristina Angélico de Mendonça. «The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study». DYNA 89, no. 223 (septiembre 5, 2022): 19–26. Accedido mayo 13, 2026. https://revistas.unal.edu.co/index.php/dyna/article/view/100885.

Vancouver

1.
Alves de Melo G, Mendonça Peixoto MG, Borges Barbosa S, Angélico de Mendonça MC. The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study. DYNA [Internet]. 5 de septiembre de 2022 [citado 13 de mayo de 2026];89(223):19-26. Disponible en: https://revistas.unal.edu.co/index.php/dyna/article/view/100885

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CrossRef citations3

1. Gustavo Alves de Melo, Luiz Gonzaga de Castro Júnior, Maria Gabriela Mendonça Peixoto, José Willer do Prado, Andre Luiz Marques Serrano, Thiago Henrique Nogueira. (2025). Logistical and Economic Feasibility in the Cheese Production Chain: A Study Using Monte Carlo Simulation. Logistics, 9(4), p.169. https://doi.org/10.3390/logistics9040169.

2. Gustavo Alves de Melo, Luiz Gonzaga de Castro Júnior, Maria Gabriela Mendonça Peixoto, Samuel Borges Barbosa, André Luiz Marques Serrano, Caroline Cambraia Furtado Campos, Matheus Vanzela, Ana Paula Dalmagro Delai. (2025). Probabilistic Analysis of Meat Distribution Logistics: Application of Monte Carlo Simulation. Logistics, 9(4), p.166. https://doi.org/10.3390/logistics9040166.

3. Chandan Singh Ujarari, Rakesh Chandra Bhadula, Shshank Chaube, Rajesh Kumar Mishra. (2024). Performance Analysis of a Queuing Dynamics Model in a Supermarket to Optimize the Efficiency: Case of Monte Carlo Simulation. 2024 International Conference on Electrical Electronics and Computing Technologies (ICEECT). , p.1. https://doi.org/10.1109/ICEECT61758.2024.10739112.

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