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Ilustração da aplicação de práticas Lean na banca : o caso de uma agência de um banco de retalho
| Name: | Description: | Size: | Format: | |
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| 2.96 MB | Adobe PDF |
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Abstract(s)
Este trabalho aborda a temática da filosofia Lean Thinking, como um conjunto de ferramentas e metodologias ao dispor da gestão de uma empresa, tendo em vista a redução ou eliminação de desperdícios. A estrutura está organizada numa sequência que garanta primeiramente uma familiarização com as raízes deste conceito e uma noção das suas aplicações no sector dos serviços, com particular enfoque na banca. Neste sentido, elaboramos uma revisão bibliográfica na qual estudamos as origens do lean thinking como conceito, desde os seus primórdios de aplicação exclusiva ao sector industrial (TPS – Toyota Production System), à sua importação para o sector dos serviços, explorando que ferramentas o pensamento lean proporciona na detecção e mitigação dos desperdícios, exemplificando com casos reais ilustrativos. Na busca pela aplicação do lean na banca, concentrámos o nosso estudo na detecção de fontes de desperdício numa agência de um banco de retalho (realidade profissional do autor). Assim, propomos soluções para três áreas de actuação (a abertura de uma conta de depósitos à ordem, a preparação de documentos para arquivo digital e a organização do espaço de trabalho), tendo em vista a eliminação (ou redução) de desperdícios e prevenção futura, com recurso às ferramentas e metodologias analisadas (5S, standardização e layout eficiente, poka-yoke, gestão visual, value stream map e spaghetti diagram).
This paper addresses the topic of Lean Thinking as a set of tools and methodologies available to the management of a company, when reducing or eliminating waste. The structure is organized in a sequence that ensures a familiarization with the origins of this concept and a sense of its applications in the service sector, with particular focus on banking. In this sense, we prepared a literature review in which we study the origins of lean thinking as a concept, from its beginnings at the exclusive application to the industrial sector (TPS – Toyota Production System), to its adaptation to the service sector, exploring lean thinking tools that provide detection and mitigation of waste, exemplifying with illustrative real cases. Additionally, looking for the application of lean to the Bank, we focused our study on the detection of several sources of waste found at branch of a retail bank (the author's professional reality). For that, we suggest solutions to three areas of action (opening a bank account, preparation of documents for digital archiving and organization of workspace), regarding waste elimination (or reduction) and future prevention, while using tools and methodologies analyzed (5S, standardization and efficient layout, pokayoke, visual management, value stream map and spaghetti diagram).
This paper addresses the topic of Lean Thinking as a set of tools and methodologies available to the management of a company, when reducing or eliminating waste. The structure is organized in a sequence that ensures a familiarization with the origins of this concept and a sense of its applications in the service sector, with particular focus on banking. In this sense, we prepared a literature review in which we study the origins of lean thinking as a concept, from its beginnings at the exclusive application to the industrial sector (TPS – Toyota Production System), to its adaptation to the service sector, exploring lean thinking tools that provide detection and mitigation of waste, exemplifying with illustrative real cases. Additionally, looking for the application of lean to the Bank, we focused our study on the detection of several sources of waste found at branch of a retail bank (the author's professional reality). For that, we suggest solutions to three areas of action (opening a bank account, preparation of documents for digital archiving and organization of workspace), regarding waste elimination (or reduction) and future prevention, while using tools and methodologies analyzed (5S, standardization and efficient layout, pokayoke, visual management, value stream map and spaghetti diagram).
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Keywords
Lean Serviços Banca Desperdício Services Banking Waste