Aplicação da metodologia Kaizen (melhoria contínua) à gestão documental da Direção de Administração de Pessoal da Sonae

  • Daniela Filipa Caetano Dias (Student)

Student thesis: Master's Thesis


In a context of economic crisis like the one that currently exists in Portugal, it’s necessary to find solutions that make a company more efficient and that optimize the use of its resources. Accordingly Kaizen methodology provides a set of tools which allows a company to become more competitive because it allows cost control and waste reduction while simultaneously improves the product or service quality level. Typically, the Kaizen methodology is present in manufacturing environments. Applying this methodology in administrative environments is still uncommon, that is why it is important to explore its implementation. This is the main contribution of this internship report, whereas its aim is to optimize the way document management is performed in a department that provides a service to its internal customers. More specifically, the objective of this study is to examine how the Kaizen methodology can be applied to document management, by improving the practices associated with the management of documents (whether physical or digital documents) held by the department involved. This study was conducted at Sonae, more specifically in the Personnel Administration Direction. It consists of a theoretical part, having the main theme the Lean philosophy, which includes Kaizen, and an applied part, where it is described how the Kaizen methodology was applied. It is a way to assist the department in question to be more agile and efficient, making it more adapted to the requirements of its internal market. Several tools were used, including Lean tools and a questionnaire to assess the quality of the service provided by the Personnel Administration Direction. The work performed during this internship had great impact on the awareness among employees and contributed to the solidification of a continuous improvement culture in the department.
Date of Award8 Mar 2013
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorRui Sousa (Supervisor)


  • Lean office
  • Continuous improvement
  • Lean philosophy
  • Document management


  • Mestrado em Gestão de Serviços

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