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Advisor(s)
Abstract(s)
Atualmente o nível de exigência das empresas está cada vez mais elevado, quer
pela parte dos clientes, quer pela parte dos colaboradores. Isto significa que cada
vez mais o cliente é mais exigente e mais meticuloso e as empresas transpõem
essa exigência aos seus colaboradores. Para que isso aconteça é necessário uma
maior organização e informação o que passa muitas vezes por alterar os métodos
de trabalho.
O presente trabalho resultou de uma análise e de um estudo complexo de seis
meses intensivos de trabalho no local, o que permitiu uma análise mais
aprofundada e por consequência um melhor desenvolvimento do trabalho.
Foi desenvolvido dentro da área administrativa da Caeatno Parts, empresa de
venda de peças e acessórios de automóveis que pertence ao Grupo Salvador
Caetano. Esta empresa comercializa peças originais multimarca de automóvel,
prestando assim assistência a todas as marcas comercializadas pelo grupo e
também a oficinas e reparadoras externas.
A necessidade de melhorar os métodos de trabalho devido ao aumento de fluxo
do mesmo, levou ao desenvolvimento de um sistema que auxiliasse a área
administrativa da Caetano Parts e a melhorar o seu dia-a-dia de trabalho.
O Sistema Lean, desenvolvido ao longo deste trabalho inicialmente começa por
ser utilizado na gestão da produção onde surte efeitos de sucesso e é então que
começam depois a surgir implementações em outras áreas, nomeadamente no
call center, que é a área fundamental da empresa e é a que necessita de mais
coordenação, organização e standardização de processo para que o desempenho
dos colaboradores que nela se encontram seja ainda melhor. Ao longo deste trabalho foi possível abordar uma das vertentes do Lean que é o
Sistema Lean Office e verificar que através desta ferramenta é sempre possível
melhorar os métodos de trabalho de um escritório. Em todos os processos
desenvolvidos são sugeridas propostas de melhoria que conseguem adaptar-se
perfeitamente aos processos e torná-los mais eficientes, contudo nem todas as
propostas são implementadas.
Para o estudo foram selecionados quatro processos para análise, conferência e
validação das faturas dos fornecedores, liquidação e controlo das vendas a
dinheiro, elaboração dos depósitos e transferências bancárias. Estes são os quatro
processos mais importantes da área administrativa e que necessitavam de ser
analisados para se tornarem mais eficientes e mais standard devido a estarem em
constante contacto com todas as outras aéreas da empresa. Depois da análise de
toda a execução dos processos, foi necessário idealizar as melhorias possíveis
para os processos e prever uma possível implementação. A implementação foi
conseguida em quase todos os processos e as melhorias foram bastante visíveis
ao nível da organização, tempos de execução e erros.
Nowadays companies demand even more not only from the clients but also collaborators which means that the clients become more exigent and in a way also strict and thats what the companies try to do as well with their collaborators.Obviously because of this sometimes is necessary a better organisation and at the same time also information which means that the work methods might be altered . This work resulted from an analysis and a complex study of six intensive months at the local work, that allowing further an analysis and consequently a better development of the work. This paper was developed in the administrative area of Caetano Parts, company selling parts and cars acessories, belonging to the Salvador Caetano Group. This company sells original multi-brand automative parts, assisting all brands sells by the group as well as factories and private reparative. The necessity of having better work methods is due to the rising of itself so the system was developed in the administrative area of this company in question which helped in their daily basis. The Lean system developed in this paper started being used the management of production where the success rate was so good that eventually it started to be implement in other areas as well such as call center, that was the fundamental area of the company and is that requires more coordination, organization and process standard, for what the performance of employees in it are even better. One of the things about the lean system is the lean system office which was developed in this paper with this tool it is always possible to improve the work methods in a working place. In every single process developed there are several proposals suggested to improve that are able to adapte perfectly the processes and make it more efficient however not all are implemented. Four processes were selected for the analysis, checking and validation of invoices from suplliers, settlement and control of cash sales, preparation of bank deposits and bank transfers. These are the four most importante processes in the administrative area and wich needed to be analyzed to become more efficient and more standard due to be in constant contact with all others areas of company. After the analysis of all running processes, it was necessary to idealize the possible improvements to the processes and provide a possible implementation. The implementation was possible in almost of the processes and the improvements were quite visible in level of organization, runtimes and errors.
Nowadays companies demand even more not only from the clients but also collaborators which means that the clients become more exigent and in a way also strict and thats what the companies try to do as well with their collaborators.Obviously because of this sometimes is necessary a better organisation and at the same time also information which means that the work methods might be altered . This work resulted from an analysis and a complex study of six intensive months at the local work, that allowing further an analysis and consequently a better development of the work. This paper was developed in the administrative area of Caetano Parts, company selling parts and cars acessories, belonging to the Salvador Caetano Group. This company sells original multi-brand automative parts, assisting all brands sells by the group as well as factories and private reparative. The necessity of having better work methods is due to the rising of itself so the system was developed in the administrative area of this company in question which helped in their daily basis. The Lean system developed in this paper started being used the management of production where the success rate was so good that eventually it started to be implement in other areas as well such as call center, that was the fundamental area of the company and is that requires more coordination, organization and process standard, for what the performance of employees in it are even better. One of the things about the lean system is the lean system office which was developed in this paper with this tool it is always possible to improve the work methods in a working place. In every single process developed there are several proposals suggested to improve that are able to adapte perfectly the processes and make it more efficient however not all are implemented. Four processes were selected for the analysis, checking and validation of invoices from suplliers, settlement and control of cash sales, preparation of bank deposits and bank transfers. These are the four most importante processes in the administrative area and wich needed to be analyzed to become more efficient and more standard due to be in constant contact with all others areas of company. After the analysis of all running processes, it was necessary to idealize the possible improvements to the processes and provide a possible implementation. The implementation was possible in almost of the processes and the improvements were quite visible in level of organization, runtimes and errors.
Description
Keywords
Sistema Lean Sistema Lean office Melhoria contínua Processos Continuous improvement Processes