Implementação de lean em departamento comercial

: estudo de caso

Abstract

Nowadays, there are several organizations that have to deal with increasingly demands from clients and workers. To meet these requirements, it is necessary a great planning of processes and information’s, in order to be more efficient. The objective of this investigation is to explore an innovative management system in a SME and answer the following question: “How can a commercial department of a consulting enterprise become more efficient with lean thinking?” Lean thinking was created in the industrial sector, reaching positive results quickly. Its objective is to reduce waste and is largely implemented nowadays among any sector. In order to reach the proposed objective, a literature review about the lean thinking philosophy in services was made, and the use of interviews, documental analysis and direct observation was implemented. Afterwards, there were presented many lean recommendations to reduce waste in the company. There were suggested many tools such as 5S, standardization, poka yoke, quality circles and process maps. The implementation of lean practices is, sometimes, long, given that it was not possible to monitor every result of its use. The results achieved show that there was an improvement in the efficiency of the process. As a limitation of the research, there was acknowledged an absence of employees from the commercial department and the dimension of the department itself. As a future investigation, it is proposed an identical analysis, as done, in the other company departments, in order to standardize and create harmony between sections.

Date of Award	27 Jun 2018
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Jorge Julião (Supervisor)