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Advisor(s)
Abstract(s)
As organizações têm demonstrado uma necessidade de crescer e diferenciarem-se no mercado onde atuam, pois, ao longo dos anos as mesmas deparam-se com o aumento da competitividade, mas principalmente com a mudança no comportamento dos consumidores que é, cada vez mais, exigente. Desta forma, e com o intuito de conseguir se destacar das demais empresas, bem como, de ir ao encontro das necessidades e expectativas dos clientes estas têm que delinear e adotar novas estratégias, nomeadamente, métodos de melhoria contínua, como é o caso do lean. A presente dissertação tem como principal intuito compreender quais as motivações que levaram as organizações dos serviços a implementar o pensamento de melhoria contínua, no seu dia a dia, respetivamente no contexto dos serviços de saúde e do retalho e entender o impacto que a sua aplicação tem nas estruturas empresariais, através do recurso e implementação de um conjunto diverso de ferramentas lean. Com o intuito de determinar os drivers e os resultados desta implementação procedeu-se a uma revisão sistemática da literatura que permite uma análise crítica relativamente à comparação dos diversos estudos existentes sobre esta metodologia, entre os quais, a investigação de alguns estudos de caso que permitiram perceber as melhorias que se pode alcançar na aplicação desta técnica no âmbito real de uma empresa. Por último, conclui-se que a metodologia lean reverte em benefícios ao nível da funcionalidade dos serviços de saúde e de lojas de retalho de forma concreta, na redução de tempos de espera, na redução de ruturas de stock, na melhoria de eficiência dos espaços de trabalho, na reposição eficaz de produtos, na distância percorrida pelo cliente/ paciente a qual torna-se menor, sendo assim, possível otimizar o atendimento/ experiência dos consumidores.
Organizations have been demonstrating the need to grow and differentiate themselves in the market where they operate because, over the years, they have been facing an increasing competitiveness, and above all, the change in consumer’s behavior, which is increasingly demanding. Therefore, and in order to be able to stand out from other companies, as well as to meet the needs and expectations of customers, they have to outline and adopt new strategies, namely, methods of continuous improvement, such as «lean». The main objective of this dissertation is to understand the motivations that led service organizations to implement the thought of continuous improvement in their day-to-day life, concerning the context of health and retail services and to understand the impact that their application has on business structures, through the use and implementation of a diverse set of «lean» tools. In order to determine the drivers and the results of this implementation a systematic review of the literature which allows a critical analysis regarding the comparison of the various existing studies on this methodology, including the investigation of some case studies that allowed to understand the improvements that can be achieved in the application of this technique in the real scope of a company, was carried out. Finally, we conclude that the «lean» methodology brings benefits concerning functionality of health services and retail stores in a concrete way, by reducing waiting times, reducing stock ruptures, improving the efficiency of workspaces, in the effective replacement of products, in the distance travelled by the costumer / patient which becomes smaller, thus being possible to optimize the service / experience of consumers.
Organizations have been demonstrating the need to grow and differentiate themselves in the market where they operate because, over the years, they have been facing an increasing competitiveness, and above all, the change in consumer’s behavior, which is increasingly demanding. Therefore, and in order to be able to stand out from other companies, as well as to meet the needs and expectations of customers, they have to outline and adopt new strategies, namely, methods of continuous improvement, such as «lean». The main objective of this dissertation is to understand the motivations that led service organizations to implement the thought of continuous improvement in their day-to-day life, concerning the context of health and retail services and to understand the impact that their application has on business structures, through the use and implementation of a diverse set of «lean» tools. In order to determine the drivers and the results of this implementation a systematic review of the literature which allows a critical analysis regarding the comparison of the various existing studies on this methodology, including the investigation of some case studies that allowed to understand the improvements that can be achieved in the application of this technique in the real scope of a company, was carried out. Finally, we conclude that the «lean» methodology brings benefits concerning functionality of health services and retail stores in a concrete way, by reducing waiting times, reducing stock ruptures, improving the efficiency of workspaces, in the effective replacement of products, in the distance travelled by the costumer / patient which becomes smaller, thus being possible to optimize the service / experience of consumers.
Description
Keywords
Lean Princípios lean Ferramentas lean Desperdícios Serviços Saúde Retalho Lean principles Lean tools Waste Services Health Retail