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Advisor(s)
Abstract(s)
Nos dias de hoje, são diversas as organizações que têm de lidar com as
exigências, cada vez superiores, dos seus clientes e colaboradores. Ora, para
responder a estas exigências é necessário um grande planeamento dos processos
e informações, de forma a conseguir ser-se mais eficiente. A presente
investigação tem como objetivo explorar um sistema de gestão inovador numa
PME e responder à questão “Como é que o lean pode tornar mais eficaz o
departamento comercial de uma empresa de consultoria?”
O pensamento lean nasceu no setor industrial e rapidamente alcançou
resultados muito positivos, tendo como objetivo reduzir desperdícios e sendo
atualmente implementado a qualquer setor.
De forma a atingir o objetivo proposto, recorreu-se à realização de uma revisão
da literatura sobre a filosofia lean thinking nos serviços e à utilização de
entrevistas, análise documental e observação direta. Posteriormente, foram
apresentadas diversas recomendações lean, para reduzir os desperdícios
existentes na organização. Foram sugeridas diversas ferramentas como o 5S,
uniformização, poka yoke, círculos de qualidade e mapeamento dos processos.
A implementação das práticas lean é, por vezes, demorada, pelo que não foi
possível observar todos os resultados da sua aplicação. Os resultados obtidos
demonstraram uma melhoria na eficiência do processo estudado. Como
limitações da investigação identificou-se a ausência dos colaboradores do
departamento comercial e a sua dimensão. Para investigação futura, propõe-se a
realização de uma análise idêntica, à apresentada, aos restantes departamentos
da organização, de forma a criar uma harmonia e normas uniformizadas.
Nowadays, there are several organizations that have to deal with increasingly demands from clients and workers. To meet these requirements, it is necessary a great planning of processes and information’s, in order to be more efficient. The objective of this investigation is to explore an innovative management system in a SME and answer the following question: “How can a commercial department of a consulting enterprise become more efficient with lean thinking?” Lean thinking was created in the industrial sector, reaching positive results quickly. Its objective is to reduce waste and is largely implemented nowadays among any sector. In order to reach the proposed objective, a literature review about the lean thinking philosophy in services was made, and the use of interviews, documental analysis and direct observation was implemented. Afterwards, there were presented many lean recommendations to reduce waste in the company. There were suggested many tools such as 5S, standardization, poka yoke, quality circles and process maps. The implementation of lean practices is, sometimes, long, given that it was not possible to monitor every result of its use. The results achieved show that there was an improvement in the efficiency of the process. As a limitation of the research, there was acknowledged an absence of employees from the commercial department and the dimension of the department itself. As a future investigation, it is proposed an identical analysis, as done, in the other company departments, in order to standardize and create harmony between sections.
Nowadays, there are several organizations that have to deal with increasingly demands from clients and workers. To meet these requirements, it is necessary a great planning of processes and information’s, in order to be more efficient. The objective of this investigation is to explore an innovative management system in a SME and answer the following question: “How can a commercial department of a consulting enterprise become more efficient with lean thinking?” Lean thinking was created in the industrial sector, reaching positive results quickly. Its objective is to reduce waste and is largely implemented nowadays among any sector. In order to reach the proposed objective, a literature review about the lean thinking philosophy in services was made, and the use of interviews, documental analysis and direct observation was implemented. Afterwards, there were presented many lean recommendations to reduce waste in the company. There were suggested many tools such as 5S, standardization, poka yoke, quality circles and process maps. The implementation of lean practices is, sometimes, long, given that it was not possible to monitor every result of its use. The results achieved show that there was an improvement in the efficiency of the process. As a limitation of the research, there was acknowledged an absence of employees from the commercial department and the dimension of the department itself. As a future investigation, it is proposed an identical analysis, as done, in the other company departments, in order to standardize and create harmony between sections.
Description
Keywords
Lean Lean office Processo Desperdício Serviços Departamento Process Waste Services Commercial department Implementation of Lean