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Abstract(s)
A competitividade entre empresas e a busca por modelos de gestão e organização cada vez mais eficientes, tem dominado a atualidade. A filosofia de gestão Lean vem dar resposta a essas necessidades de aumento dos níveis de competitividade e eficiência, através de uma mudança da cultura organizacional, que assenta na redução ou eliminação de desperdícios e na identificação da cadeia de valor, com vista à melhoria contínua dos processos de fabrico de bens ou do fornecimento de serviços.
O conceito “Lean” surge na indústria japonesa a partir do Toyota Production System como uma mudança de paradigma, face aos métodos de produção em massa existentes até à data, pelo cunho de Taiichi Ohno, engenheiro industrial da Toyota.
A gestão Lean é suportada por um conjunto de princípios e implementada pela aplicação de diversas ferramentas, criteriosamente selecionadas, e adaptadas ao contexto organizacional da empresa ou organização.
A presente dissertação visa caracterizar as metodologias e ferramentas mais comuns da filosofia Lean, tendo em consideração a sua aplicabilidade na indústria e no setor dos serviços, dando origem a um modelo de aplicação personalizado e que vai ao encontro das necessidades e particularidades de uma empresa do setor pós-venda automóvel.
Com vista à melhoria dos indicadores operacionais da empresa alvo do caso de estudo, as melhorias alcançadas tiveram por base a eliminação de desperdícios, a resolução de problemas, uniformização de processos e o aumento dos níveis motivacionais das equipas, refletindo-se consequentemente na melhoria da qualidade e eficiência do serviço prestado ao cliente. Tendo ficado patente, que a cultura promovida pela filosofia Lean, ganhou raízes no seio da empresa em estudo.
Competition among companies and the search for more efficient management and organization models is presently a dominant issue. The Lean management philosophy gives de answer to these needs of increasing the level of competitiveness and efficiency, through a change in the organizational culture, which is based on the reduction or elimination of waste and the identification of the value chain, and on the continuous improvement of processes used on goods manufacturing or services providing. The “Lean” concept emerges in the Japanese industry from the Toyota Production System as a paradigm shifter, compared to the methods of mass production existing to date, by the stamp of Taiichi Ohno, Toyota's industrial engineer. Lean management is supported by a set of principles and implemented by the application of several tools, carefully selected, and adapted to the organizational context of the company or organization. This dissertation aims to characterize the most common methodologies and tools of the Lean philosophy, considering their applicability in the industry and in the services sector, giving rise to a customized application model that meets the needs and particularities of a company in the automotive aftersales sector. In order to improve the operational indicators of the company in this case study, the improvements achieved were based on the elimination of waste, the resolution of problems, the standardization of processes and the increase of the motivational levels of the teams, consequently reflected in the improvement of quality and efficiency of the service provided to the customer. Having made it clear, the culture promoted by the Lean philosophy, took roots within the company.
Competition among companies and the search for more efficient management and organization models is presently a dominant issue. The Lean management philosophy gives de answer to these needs of increasing the level of competitiveness and efficiency, through a change in the organizational culture, which is based on the reduction or elimination of waste and the identification of the value chain, and on the continuous improvement of processes used on goods manufacturing or services providing. The “Lean” concept emerges in the Japanese industry from the Toyota Production System as a paradigm shifter, compared to the methods of mass production existing to date, by the stamp of Taiichi Ohno, Toyota's industrial engineer. Lean management is supported by a set of principles and implemented by the application of several tools, carefully selected, and adapted to the organizational context of the company or organization. This dissertation aims to characterize the most common methodologies and tools of the Lean philosophy, considering their applicability in the industry and in the services sector, giving rise to a customized application model that meets the needs and particularities of a company in the automotive aftersales sector. In order to improve the operational indicators of the company in this case study, the improvements achieved were based on the elimination of waste, the resolution of problems, the standardization of processes and the increase of the motivational levels of the teams, consequently reflected in the improvement of quality and efficiency of the service provided to the customer. Having made it clear, the culture promoted by the Lean philosophy, took roots within the company.
Description
Trabalho final de mestrado para obtenção do grau de mestre em Engenharia Mecânica
Keywords
Lean Ferramentas Lean Lean tools Metodologia Methodology Pós-venda automóvel Automotive after sales
Citation
FERNANDES, Nuno Miguel Gomes - A melhoria dos processos baseado em princípios Lean numa organização : caso de estudo. Lisboa: Instituto Superior de Engenharia de Lisboa, 2020. Dissertação de mestrado.
Publisher
Instituto Superior de Engenharia de Lisboa