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Abstract(s)
A presente investigação consiste na aplicação de Lean numa empresa de consultoria. À semelhança das empresas industriais, as de serviços também têm problemas ao nível da sua eficiência.
A empresa estudada identificou deficiências ao nível de dois dos seus processos, as candidaturas ao programa de financiamento Portugal 2020 e os Pedidos de Pagamento, pelo que procurava melhorar a eficiência desses processos.
O objetivo da investigação foi testar a aplicação de Lean nos processos identificados anteriormente. Foi feito um diagnóstico inicial recorrendo à observação, análise de documentos e realização de questionários, que resultaram no mapeamento dos processos e, consequentemente, na identificação de desperdícios. Foram aplicadas ferramentas sobre esses desperdícios de modo a reduzi-los, como a standardização, a formalização, os círculos de qualidade e a gestão visual.
Os principais resultados alcançados foram a melhoria da satisfação dos trabalhadores do departamento e dos processos analisados, especialmente no que diz respeito à sua eficiência.
The present investigation consists on the application of Lean in a consulting company. Similarly to industrial companies, organizations dedicated to services also have problems related to their efficiency. The studied company identified deficiencies in two of its processes, the applications for the Portugal 2020 financing program and the Payment Requests, so it was seeking to improve the efficiency of these processes. The objective of the research was to test the application of Lean in the processes previously identified. An initial diagnosis was made using observation, document analysis and questionnaires, which resulted in the mapping of processes and, consequently, in the identification of waste. Tools have been applied in order to reduce them, such as standardization, formalization, quality circles and visual management. The main results achieved were the improvement of employee’s satisfaction and of the processes analyzed, especially regarding their efficiency.
The present investigation consists on the application of Lean in a consulting company. Similarly to industrial companies, organizations dedicated to services also have problems related to their efficiency. The studied company identified deficiencies in two of its processes, the applications for the Portugal 2020 financing program and the Payment Requests, so it was seeking to improve the efficiency of these processes. The objective of the research was to test the application of Lean in the processes previously identified. An initial diagnosis was made using observation, document analysis and questionnaires, which resulted in the mapping of processes and, consequently, in the identification of waste. Tools have been applied in order to reduce them, such as standardization, formalization, quality circles and visual management. The main results achieved were the improvement of employee’s satisfaction and of the processes analyzed, especially regarding their efficiency.
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Keywords
Lean Lean nos serviços Implementação de lean Departamento de gestão Empresa consultoria Lean services Implementation of lean Management department Consulting company