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O presente trabalho tem como objetivo central a redução de desperdício na operação da Vinha.pt, com vista ao aumento da sua eficiência e melhoria do serviço, através da identificação e proposta de melhorias baseada em soluções lean.
A filosofia lean thinking é uma abordagem à gestão centrada no cliente que procura identificar e eliminar de forma sistemática desperdícios (atividades que não acrescentam valor), através da busca incansável pela perfeição dos processos e aplicação de ferramentas simples.
Neste contexto, desenvolveu-se um estudo qualitativo que incorporou 4 etapas, nomeadamente: em primeiro lugar, procedeu-se à recolha de dados relativos ao estado da operação da Vinha.pt, através de observação participante e entrevistas de caráter informal, por forma a obter uma compreensão mais aprofundada da organização do trabalho e da forma como as várias atividades eram executadas, assim como detetar desperdícios e potenciais oportunidades de melhoria. De seguida, e com base na informação recolhida, procedeu-se à seleção dos processos a estudar, nomeadamente, o processo de order fulfilment - que engloba todas as atividades necessárias desde a receção da encomenda até à sua entrega ao cliente – e o apoio ao cliente. Posteriormente, e partindo de uma base teórica fundamentada na filosofia lean thinking, os processos selecionados foram alvo de uma análise crítica e respetivo diagnóstico com o intuito de descrever e catalogar os desperdícios identificados. A quarta e última etapa deste estudo consiste na proposta de um conjunto de ações de melhoria com vista à redução (ou eliminação) dos problemas e desperdícios identificados.
The aim of this study is to reduce the wastes in the operation of Vinha.pt in order to raise its efficiency and improve its service through the proposal of improvements based in lean solutions The lean thinking philosophy is a management approach centred in the client that seeks to systematically identify and eliminate waste (activities that don’t add any value) through the tireless search for processes’ perfection and the application of simple tools. In this context, a qualitative study was developed, which incorporated 4 steps: firstly, data about the state of the operation was collected through participant observation and informal interviews in order to obtain a deeper understanding of work organization and the way that the various activities were carried out and to detect wastes and opportunities for improvement. Then, based on the information collected, one proceeded to select the processes to be studied, namely the order fulfilment process - which encompasses all the activities required from the receipt of the order to its delivery to the customer - and customer support. Subsequently and based on the theory of lean thinking, the selected processes were subjected to a critical analysis and diagnosis in order to describe and catalogue the wastes identified. The fourth and last step of this study consists in a proposal of improvement actions to reduce (or eliminate) the problems and wastes identified.
The aim of this study is to reduce the wastes in the operation of Vinha.pt in order to raise its efficiency and improve its service through the proposal of improvements based in lean solutions The lean thinking philosophy is a management approach centred in the client that seeks to systematically identify and eliminate waste (activities that don’t add any value) through the tireless search for processes’ perfection and the application of simple tools. In this context, a qualitative study was developed, which incorporated 4 steps: firstly, data about the state of the operation was collected through participant observation and informal interviews in order to obtain a deeper understanding of work organization and the way that the various activities were carried out and to detect wastes and opportunities for improvement. Then, based on the information collected, one proceeded to select the processes to be studied, namely the order fulfilment process - which encompasses all the activities required from the receipt of the order to its delivery to the customer - and customer support. Subsequently and based on the theory of lean thinking, the selected processes were subjected to a critical analysis and diagnosis in order to describe and catalogue the wastes identified. The fourth and last step of this study consists in a proposal of improvement actions to reduce (or eliminate) the problems and wastes identified.
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Lean thinking Order fulfilment Melhoria Improvement