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Abstract(s)
Num contexto de crise económica como aquele que se vive atualmente em Portugal, é necessário encontrar soluções que tornem uma empresa mais eficiente e que otimizem a utilização dos seus recursos. Nesse sentido, a metodologia Kaizen fornece um conjunto de ferramentas que permite a uma empresa tornar-se mais competitiva, uma vez que possibilita o controlo de custos e a redução de desperdícios e, simultaneamente, a melhoria do nível de qualidade do produto ou serviço.
Normalmente a metodologia Kaizen está presente em ambientes fabris. A aplicação desta metodologia a ambientes administrativos é ainda pouco comum, havendo a necessidade de explorar o modo como deve ser feita essa aplicação. É nesse sentido que surge este trabalho. Pretende-se otimizar o modo como é realizada a gestão documental num departamento que presta um serviço aos seus clientes internos. Mais concretamente, o objetivo deste trabalho é o de analisar o modo como pode a metodologia Kaizen ser aplicada à gestão documental, melhorando as práticas associadas à gestão dos documentos (quer físicos, quer digitais) detidos pelo departamento em questão.
Este trabalho foi realizado na Sonae, mais precisamente na Direção de Administração de Pessoal. É constituído por uma parte teórica, que tem como principal temática a filosofia Lean, onde tem origem o Kaizen, e por uma parte prática, onde é descrito o modo como foi aplicada a metodologia Kaizen. Constitui uma forma de auxiliar o departamento em questão a prestar um serviço mais ágil e eficiente, tornando-se mais adaptado às exigências do seu mercado interno.
Foram utilizadas diversas ferramentas, das quais se destacam ferramentas Lean e um questionário para medir a qualidade do serviço prestado pela Direção de Administração de Pessoal.
O trabalho realizado durante o estágio teve grande impacto na consciencialização dos colaboradores e contribuiu para a solidificação de uma cultura de melhoria contínua no departamento.
In a context of economic crisis like the one that currently exists in Portugal, it’s necessary to find solutions that make a company more efficient and that optimize the use of its resources. Accordingly Kaizen methodology provides a set of tools which allows a company to become more competitive because it allows cost control and waste reduction while simultaneously improves the product or service quality level. Typically, the Kaizen methodology is present in manufacturing environments. Applying this methodology in administrative environments is still uncommon, that is why it is important to explore its implementation. This is the main contribution of this internship report, whereas its aim is to optimize the way document management is performed in a department that provides a service to its internal customers. More specifically, the objective of this study is to examine how the Kaizen methodology can be applied to document management, by improving the practices associated with the management of documents (whether physical or digital documents) held by the department involved. This study was conducted at Sonae, more specifically in the Personnel Administration Direction. It consists of a theoretical part, having the main theme the Lean philosophy, which includes Kaizen, and an applied part, where it is described how the Kaizen methodology was applied. It is a way to assist the department in question to be more agile and efficient, making it more adapted to the requirements of its internal market. Several tools were used, including Lean tools and a questionnaire to assess the quality of the service provided by the Personnel Administration Direction. The work performed during this internship had great impact on the awareness among employees and contributed to the solidification of a continuous improvement culture in the department.
In a context of economic crisis like the one that currently exists in Portugal, it’s necessary to find solutions that make a company more efficient and that optimize the use of its resources. Accordingly Kaizen methodology provides a set of tools which allows a company to become more competitive because it allows cost control and waste reduction while simultaneously improves the product or service quality level. Typically, the Kaizen methodology is present in manufacturing environments. Applying this methodology in administrative environments is still uncommon, that is why it is important to explore its implementation. This is the main contribution of this internship report, whereas its aim is to optimize the way document management is performed in a department that provides a service to its internal customers. More specifically, the objective of this study is to examine how the Kaizen methodology can be applied to document management, by improving the practices associated with the management of documents (whether physical or digital documents) held by the department involved. This study was conducted at Sonae, more specifically in the Personnel Administration Direction. It consists of a theoretical part, having the main theme the Lean philosophy, which includes Kaizen, and an applied part, where it is described how the Kaizen methodology was applied. It is a way to assist the department in question to be more agile and efficient, making it more adapted to the requirements of its internal market. Several tools were used, including Lean tools and a questionnaire to assess the quality of the service provided by the Personnel Administration Direction. The work performed during this internship had great impact on the awareness among employees and contributed to the solidification of a continuous improvement culture in the department.
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Keywords
Melhoria contínua Kaizen Filosofia lean Gestão documental Lean office Continuous improvement Lean philosophy Document management