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Advisor(s)
Abstract(s)
Nos dias de hoje, a manutenção do equilíbrio entre a satisfação do cliente e a eficiência dos processos, representa um grande desafio para as organizações. As constantes mudanças no mercado, muitas vezes a nível global, de origem intrínseca ou extrínseca às áreas de negócio, aumentam o grau de exigência dos clientes, pelo que a relação simbiótica entre a sua satisfação e o modus operandi das empresas deverá estar
assente numa base sustentável que permita cumprir prazos, inovar e consequentemente diferenciarem-se da concorrência. A voz do cliente é fundamental, razão pela qual se procuram implementar estratégias de melhoria de processos, que visem entregar o melhor produto e/ou serviço. Neste enquadramento, destaca-se o pensamento Lean, cujas ferramentas e métodos permitem que as organizações criem valor acrescentado para os seus clientes, com utilização de menos recursos e eliminação de desperdícios ao longo da cadeia produtiva, permitindo que as empresas se mantenham focalizadas num regime de trabalho direcionado para a melhoria contínua. A presente dissertação surge na sequência da identificação de oportunidades de
melhoria e desperdícios a nível do desempenho da oficina do Departamento de Colisão da Carclasse de Lisboa, tendo como objetivo a redução do retrabalho, aumento da eficiência dos processos produtivos e reformulação do controlo de qualidade. Neste sentido, recorreu-se à filosofia Lean e às ferramentas associadas à mesma (Kaizen, 5S, Value Stream Mapping e Gestão Visual), que em conjunto com o levantamento e análise de dados, e modelos de simulação computacional, permitiram identificar e quantificar as oportunidades de melhoria no estado atual da oficina. Através da metodologia utilizada, foi possível concluir que no processo produtivo atual existem dois desperdícios críticos: Retrabalho e Espera. Através da simulação das propostas de melhoria, registou-se uma redução do tempo de valor não acrescentado e do retrabalho, pelo que, os objetivos da dissertação foram cumpridos.
Nowadays, maintaining the balance between customer satisfaction and process efficiency represents a major challenge for organizations. The constant changes in the market, often globally, of intrinsic or extrinsic origin to the business areas, increase the degree of demand of customers, so the symbiotic relationship between their satisfaction and the modus operandi of companies should be based on a sustainable basis that allows to meet deadlines, innovate and consequently differentiate themselves from competition. The voice of the client is fundamental, which is why we seek to implement process improvement strategies that aim to deliver the best product and/or service. In this context, lean thinking stands out, whose tools and methods allow organizations to create added value for their customers, using fewer resources and eliminating waste throughout the production chain, allowing companies to stay focused on a work regime aimed at continuous improvement. This dissertation follows the identification of opportunities for improvement and process waste, in terms of the performance of the workshop of the Collision Department of Carclasse Lisboa, with the objective of reducing rework, increasing the efficiency of production processes and reformulation of quality control. In this sense, lean philosophy and tools associated with it (Kaizen, 5S, Value Stream Mapping and Visual Management) were used, which together with data collection and analysis, and computer simulation models, allowed to identify and quantify the opportunities for improvement in the current state of the workshop. Through the methodology used, it was possible to conclude that in the current production process there are two critical wastes: Rework and Wait. With the simulation of the proposals for improvement, there was a reduction in of non-value added time and rework, so the objectives of the dissertation were met.
Nowadays, maintaining the balance between customer satisfaction and process efficiency represents a major challenge for organizations. The constant changes in the market, often globally, of intrinsic or extrinsic origin to the business areas, increase the degree of demand of customers, so the symbiotic relationship between their satisfaction and the modus operandi of companies should be based on a sustainable basis that allows to meet deadlines, innovate and consequently differentiate themselves from competition. The voice of the client is fundamental, which is why we seek to implement process improvement strategies that aim to deliver the best product and/or service. In this context, lean thinking stands out, whose tools and methods allow organizations to create added value for their customers, using fewer resources and eliminating waste throughout the production chain, allowing companies to stay focused on a work regime aimed at continuous improvement. This dissertation follows the identification of opportunities for improvement and process waste, in terms of the performance of the workshop of the Collision Department of Carclasse Lisboa, with the objective of reducing rework, increasing the efficiency of production processes and reformulation of quality control. In this sense, lean philosophy and tools associated with it (Kaizen, 5S, Value Stream Mapping and Visual Management) were used, which together with data collection and analysis, and computer simulation models, allowed to identify and quantify the opportunities for improvement in the current state of the workshop. Through the methodology used, it was possible to conclude that in the current production process there are two critical wastes: Rework and Wait. With the simulation of the proposals for improvement, there was a reduction in of non-value added time and rework, so the objectives of the dissertation were met.
Description
Dissertação de natureza científica para obtenção do grau de Mestre em Engenharia Mecânica.
Keywords
Pensamento Lean Ferramentas Lean Melhoria contínua Controlo de qualidade Satisfação do cliente Simulação do Processo Produtivo Lean thinking Lean tools Continuous improvement Quality control Customer satisfaction Productive process simulation
Citation
FARINHAS, João Manuel Marcelino - Lean hinking na Indústria dos Serviços. Estudo de Caso. Lisboa: Instituto Superior de engenharia de Lisboa, 2022. Dissertação de Mestrado.