Customer personas
Discover WHO each customer in the portfolio is — by company profile and by purchasing behavior — to treat each group the right way.
What you find on this screen
A portrait of the screen, read from the screen itself — it changes when the screen changes.
Available actions
New routineSaveCloseSchedule/update ritualMeasure adherenceRecord anomaly
Form fields
RotinaNome da rotina de manutenção do padrão, do jeito que quem executa a reconhece.
Itens de controleOs resultados que a rotina tem de manter dentro da faixa combinada.
Itens de verificaçãoAs causas que se conferem quando o item de controle sai da faixa.
Farol de aderênciaO quanto a rotina está sendo cumprida de verdade. Farol vermelho é padrão escrito e não seguido.
Última revisãoQuando a rotina foi revisada pela última vez. Rotina sem revisão envelhece e deixa de ser seguida.
AtivaRotina inativa não é mais cobrada nas cerimônias, mas o histórico de aderência continua.
Start here
O que esta tela responde
Structures the improvement routine (Standardize–Do–Check–Act) around a process. The cycle only closes if the check has a target: a routine without a target becomes a task list, not routine management.
O que esta tela faz
The routine that keeps the standard standing: control items (result) and check items (cause), the ritual on the calendar as a ceremony with a generated agenda, the standard-adherence traffic light based on compliance sampling, and each anomaly (deviation from the standard) becoming an FCA to address the root cause. It makes the method's split explicit: PDCA improves, SDCA sustains.
Para que esta tela existe
The routine that keeps the standard standing: control items (result) and check items (cause), the ritual on the calendar as a ceremony with a generated agenda, the standard-adherence traffic light based on compliance sampling, and each anomaly (deviation from the standard) becoming an FCA to address the root cause. It makes the method's split explicit: PDCA improves, SDCA sustains. — this is the role of the "SDCA routine" screen within the platform.
How to
Item de controle mede o resultado; de verificação, a causa
CONTROL items are what you measure in the process result (e.g., first-response SLA, % reopened) — if they drift, the standard has slipped. CHECK items are what you verify at the cause (e.g., queue triaged at the start of the day, service script followed) — they are the early alarm, because the cause goes wrong before the result shows it. Fill in one line per item, in each of the two fields.
Rules
Item de controle exige meta e frequência
Todo item de controle da rotina SDCA nasce com meta, frequência de medição e responsável; sem os três não é salvo — item sem meta não tem como acender anomalia.
Frequently asked questions
Que pergunta do dia a dia se responde aqui
"Is the standard we achieved still being followed — or has it already started to slip?" — when that question comes up, this is the screen that answers it.
De onde vem o farol de aderência?
From a sample you record in the routine itself: enter how many runs were SAMPLED and how many were COMPLIANT with the standard, and click "Measure adherence" — the routine's traffic light then reflects this measured compliance against the standard (SOP). And when something deviates from the standard, record the anomaly: with the control indicator linked to the routine, the anomaly opens an FCA to address the root cause instead of just noting the deviation.
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