Ilustração da aplicação de práticas Lean na banca
: o caso de uma agência de um banco de retalho

  • João Pedro de Vilhena Marcelino (Student)

Student thesis: Master's Thesis

Abstract

This paper addresses the topic of Lean Thinking as a set of tools and methodologies available to the management of a company, when reducing or eliminating waste. The structure is organized in a sequence that ensures a familiarization with the origins of this concept and a sense of its applications in the service sector, with particular focus on banking. In this sense, we prepared a literature review in which we study the origins of lean thinking as a concept, from its beginnings at the exclusive application to the industrial sector (TPS – Toyota Production System), to its adaptation to the service sector, exploring lean thinking tools that provide detection and mitigation of waste, exemplifying with illustrative real cases. Additionally, looking for the application of lean to the Bank, we focused our study on the detection of several sources of waste found at branch of a retail bank (the author's professional reality). For that, we suggest solutions to three areas of action (opening a bank account, preparation of documents for digital archiving and organization of workspace), regarding waste elimination (or reduction) and future prevention, while using tools and methodologies analyzed (5S, standardization and efficient layout, pokayoke, visual management, value stream map and spaghetti diagram).
Date of AwardNov 2011
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorRui Sousa (Supervisor)

Keywords

  • Lean
  • Services
  • Banking
  • Waste

Designation

  • Mestrado em Gestão de Serviços

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