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Abstract(s)
Pressionadas por um mercado cada vez mais competitivo e globalizado, as organizações procuram progressivamente obter vantagem competitiva não pelo preço, que é facilmente imitável, mas por um serviço ou produto de qualidade que acrescente valor ao cliente. Excelência na qualidade pode ser atingida através da melhoria continua dos processos de uma empresa.
No centro logístico da Alliance Healthcare (AH) no Porto identificaram-se atividades e processos com uma performance desajustada ao objetivo de qualidade de excelência da organização. Assim, procurou-se perceber de que forma a metodologia Lean pode contribuir para a melhoria dos processos logísticos nas organizações.
Durante este caso de estudo foram identificados os problemas que passo a enumerar: a ineficiência do carregamento de canais e o consequente número elevado de canais vazios, o processo de localização de produtos ineficaz, a inexistência da categorização dos mesmos e a sua influencia na taxa de automatização, atualmente desajustada ao objetivo da organização e o elevado número de erros nomeadamente no processo de aviamento dos autómatos principais (SDA e TDA) e o semi-autómato (MPS).
Estas atividades e processos foram analisados tendo como base principal os conceitos da metodologia Lean e a filosofia Kaizen amplamente desenvolvidas na revisão de literatura. Na análise dos problemas utilizaram-se ainda métodos qualitativos (entrevistas e conversas informais), métodos quantitativos (análise de dados) e ferramentas de melhoria continua (5S, 5 porquês, Diagrama de Ishikawa, Ciclo PDCA, Diagrama A3) como meios para sugerir e implementar ações corretivas e ultimamente, melhorar a performance destas e a qualidade do serviço prestado pela organização. Através da implementação das metodologias referidas anteriormente aos processos e atividades foi possível, em alguns dos problemas identificados, comprovar que os conceitos e ferramentas Lean e Kaizen quando aplicados melhoram efetivamente a operação.
Pressured by an increasingly competitive and globalized market, organizations increasingly seek to gain competitive advantage not by price, which is easily copied, but by a quality service or product that adds value to the customer. Excellence in quality can be achieved through continuous improvement of a company's processes. At the logistics centre of Alliance Healthcare (AH) in Porto, activities and processes where their performance was not in line with the organization's objective of excellence were identified. Thus, one tried to understand how the Lean methodology can contribute to the improvement of logistics processes in organizations. During this case study, the following problems were identified: the inefficiency of channel loading and the consequent high number of empty channels, the inefficient product localization process, the non-categorization of the channels and their influence on the automation, which is currently out of alignment with the organization's objective and the high number of errors, namely in the process of automation of the main sectors (SDA and TDA) and the semi-automaton (MPS). These activities and processes were analysed based on the concepts of the Lean methodology and the Kaizen philosophy widely developed in the literature review. Qualitative methods (informal interviews and conversations), quantitative methods (data analysis) and continuous improvement tools (5S, 5 whys, Ishikawa Diagram, PDCA Cycle, Diagram A3) were used as a means to suggest and implement corrective actions and, ultimately, improve their performance and the quality of the service provided by the organization. Through the implementation of the methodologies mentioned previously to the processes and activities, it was possible, in some of the identified problems, to verify that the concepts and tools Lean and Kaizen when applied, effectively improve the operation.
Pressured by an increasingly competitive and globalized market, organizations increasingly seek to gain competitive advantage not by price, which is easily copied, but by a quality service or product that adds value to the customer. Excellence in quality can be achieved through continuous improvement of a company's processes. At the logistics centre of Alliance Healthcare (AH) in Porto, activities and processes where their performance was not in line with the organization's objective of excellence were identified. Thus, one tried to understand how the Lean methodology can contribute to the improvement of logistics processes in organizations. During this case study, the following problems were identified: the inefficiency of channel loading and the consequent high number of empty channels, the inefficient product localization process, the non-categorization of the channels and their influence on the automation, which is currently out of alignment with the organization's objective and the high number of errors, namely in the process of automation of the main sectors (SDA and TDA) and the semi-automaton (MPS). These activities and processes were analysed based on the concepts of the Lean methodology and the Kaizen philosophy widely developed in the literature review. Qualitative methods (informal interviews and conversations), quantitative methods (data analysis) and continuous improvement tools (5S, 5 whys, Ishikawa Diagram, PDCA Cycle, Diagram A3) were used as a means to suggest and implement corrective actions and, ultimately, improve their performance and the quality of the service provided by the organization. Through the implementation of the methodologies mentioned previously to the processes and activities, it was possible, in some of the identified problems, to verify that the concepts and tools Lean and Kaizen when applied, effectively improve the operation.
Description
Keywords
Kaizen Lean Melhoria contínua Distribuição grossista de medicamentos Continuous improvement Wholesale distribution of medicines