Implantação do sistema de Business Intelligence (BI): análise dos impactos nos processos de trabalho na Divisão Last Mile da British American Tobacco (BAT) no Brasil

Abstract

This paper addresses the impacts generated by the implementation of the Business Intelligence (BI) System on the work processes at the operational level of the company, with the objective of analyzing the consequences of this implementation in the Last Mile Division of British American Tobacco (BAT) in Brazil. The company, formerly known as Souza Cruz before being acquired by BAT, is a leading multinational in the tobacco sector. This is a case study, with a mixed approach, combining quantitative and qualitative research. Seventeen employees and 1 logistics manager of the aforementioned division participated in the study. The challenges, benefits and impacts of BI on work processes were analyzed, with an emphasis on the behavioral impacts of the employees of the Unit under analysis. Based on the results obtained, it was possible to verify that the implementation of BI did not bring negative impacts, as indicated by 70.6% of the surveyed universe, for 11.8% there was a change in the increase in the time to correct the problems and of the same quantity, 11.8% highlighted that BI does not offer flexibility to correct the various problems and 5.9% the system required more training. These impacts generated challenges and difficulties, above all, fear of employees with the changes occurred in the work processes, changes in the organizational structure, creation of new positions and/or areas, changes in employee behavior and greater investment in training. Regarding the benefits, the integration between the various areas of the Company stood out, with greater speed and efficiency in the work processes.