Modelo de priorização da entrega de cartões de uma instituição financeira com impacto na experiência do cliente
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Data
2021-08-16
Autores
Maiolo, Mariana Franco da Silva
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Editor
Universidade Estadual Paulista (Unesp)
Resumo
Neste trabalho será apresentado um problema de priorização de entrega de cartões de uma instituição financeira brasileira. Neste contexto, o principal objetivo foi desenvolver um modelo matemático de priorização para o problema de entrega de cartões, de forma a programar as entregas de cartões de determinado fornecedor de acordo com o perfil de cada cliente solicitante de cartão. Uma formulação de Programação Linear Inteira foi proposta em conjunto com um cálculo auxiliar, cujo objetivo foi gerar uma pontuação de priorização de entrega para cada um dos clientes da instituição financeira analisada. O objetivo da formulação foi maximizar as pontuações dos clientes que deveriam ter seus cartões priorizados na entrega, respeitando algumas restrições, tal como capacidade de entrega do fornecedor. Os resultados mostraram melhoria nos indicadores acompanhados pela instituição, o que permite concluir que houve melhoria na experiência dos clientes. Trabalhos futuros envolvem estender o modelo aplicado apenas a um fornecedor aos múltiplos fornecedores da empresa financeira, além de aprimorar os critérios utilizados no processo de definição do perfil dos clientes.
In this work, a problem of prioritizing the delivery of cards in a Brazilian financial institution will be presented. In this context, the main objective was to develop a mathematical prioritization model for the card delivery problem, in order to schedule the delivery of cards from a given supplier according to the profile of each customer requesting a card. An Integer Linear Programming formulation was proposed together with an auxiliary calculation, whose objective was to generate a delivery prioritization score for each of the clients of the analyzed financial institution. The objective of the formulation was to maximize the scores of customers who should have their cards prioritized upon delivery, respecting some restrictions, such as the supplier’s delivery capacity. The results showed improvement in the indicators monitored by the institution, which allows us to conclude that there was an improvement in the customers’ experience. Future work involves extending the model applied only to one supplier to multiple suppliers of the financial company, in addition to improving the criteria used in the process of defining the profile of customers.
In this work, a problem of prioritizing the delivery of cards in a Brazilian financial institution will be presented. In this context, the main objective was to develop a mathematical prioritization model for the card delivery problem, in order to schedule the delivery of cards from a given supplier according to the profile of each customer requesting a card. An Integer Linear Programming formulation was proposed together with an auxiliary calculation, whose objective was to generate a delivery prioritization score for each of the clients of the analyzed financial institution. The objective of the formulation was to maximize the scores of customers who should have their cards prioritized upon delivery, respecting some restrictions, such as the supplier’s delivery capacity. The results showed improvement in the indicators monitored by the institution, which allows us to conclude that there was an improvement in the customers’ experience. Future work involves extending the model applied only to one supplier to multiple suppliers of the financial company, in addition to improving the criteria used in the process of defining the profile of customers.
Descrição
Palavras-chave
Problema de Scheduling, Problema de Entrega, Programação Linear Inteira, Scheduling problems, Delivery Problem, Integer linear programming, Programação linear, Centros de atendimento ao cliente, Entrega de mercadorias