Geração de valor e experiência do cliente: por um modelo que promova a segurança e a gestão da bagagem dos clientes para o seguimento do transporte rodoviário de passageiros

Abstract

The project consists of improving baggage management in road transport and improving customer satisfaction and safety during their travels. The proposed model consists of two main stages: embarkation and disembarkation, aligning the best operational practices with technology. When boarding, passengers use their electronic ticket to check in their luggage. The driver reads the QRCode, a label with the trip data and a QRCode identical to the one on the ticket will be printed, this label is affixed to the luggage, which is then placed in the trunk of the bus. When disembarking, passengers present the Ticket to the driver again, who reads the QRCode on the ticket and then reads the QRCode on the luggage. If it is correct, a green screen will appear on the driver's cell phone, otherwise a red screen will appear, indicating that it is not the correct bag. All data will be stored at the company for later analysis and control, with all the statistics by time and line, in addition to information regarding luggage in real time. This process provides several advantages, such as greater customer satisfaction, reduced costs with lost luggage, real-time tracking of luggage, if signal receivers are installed on the luggage compartment doors, travel history for analysis and decision-making, and ease in the loading and unloading luggage. The project meets the legal political requirements of the National Land Transport Agency - ANTT, in view of the demonstrations presented here, in addition to the possibility of being approved by the agency itself. As for the strategic viability of the developed program, the numbers of lost luggage are already enough to justify the program. Finally, seven steps will be needed for its implementation, which are, development, testing, training, validation, implementation, data analysis and review.