Aplicação de ferramentas do pensamento enxuto na redução de perdas em operações de serviços. / Applying lean thinking tools for waste reduction in service operations.

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

The manufacturing sector has typically led the service sector in developing solutions for quality and productivity improvement and elimination of waste in the processes. The concepts of Lean Thinking, originally applied in manufacturing operations for processes improvement, was first used in services operations after 2000, aiming at the reduction of wastes as much for the organization as for the customers. The objective of this work is to investigate how Lean Thinking tools can be translated and applied in the reduction of wastes in services operations. In order to rescue theoretical support, the work initiates with a conceptual background about key concepts discussed in the research: characteristics of manufacturing operations and services operations, consumer role in services, definition of value and quality and evolution of Lean Thinking concepts and application in the organizations. A comparison among the seven wastes in manufacturing operations (overproduction, transportation, movement, processing, defects, waiting and inventories) and wastes in services was drawn, considering that wastes in services may occur in front office activities or in back office activities and can affect the consumer, the organization or both. The research question was analyzed through multiple case research in three hotels, based on direct observations and interviews. These hotels are classified in different categories (economic, super economic and luxury), where, therefore, different tools from Lean Thinking had been identified. This work presents and argues the application of Lean Thinking tools in services, as much in activities of back office as activities of front office, always guided for the reduction of wastes of consumers and of the organization.

ASSUNTO(S)

manufatura enxuta service perdas serviços lean manufacturing wastes

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