Description
Increasingly, organizations seek to remove from their processes elements that do not add value to the customer and represent waste, in order to become the processes more effective. In this sense, organizations have been adopting Lean Thinking management philosophy, since it aims to remove the waste in the processes and consequently increase the value perceived by customers. This philosophy started to be implemented in the industry by Toyota, however, over the years and as the competitiveness between companies and market demand increased, this philosophy started to be implemented in several sectors, including the service one. This study has as main objective the analysis of three processes that are part of the academic services of the Catolic University of Portugal and the development of improvement proposals based on Lean philosophy, The present investigation begins with a literature review that explains the applicability of Lean Thinking in services, as well as principles and tools used by this management philosophy. Then, the application process, submission of theses and enrollments were analyzed, in study case format, and proposals for improvement were subsequently provided for each process. The findings show that the implementation of Lean thinking in services can be an important and decisive factor to improve their quality, bringing benefits to the organization and customers.| Period | 7 Jul 2020 |
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| Held at | Universidade Católica Portuguesa |
| Degree of Recognition | Master |