Projeto de melhoria numa operação de retalho online

: o caso da Vinha.pt

Abstract

The aim of this study is to reduce the wastes in the operation of Vinha.pt in order to raise its efficiency and improve its service through the proposal of improvements based in lean solutions The lean thinking philosophy is a management approach centred in the client that seeks to systematically identify and eliminate waste (activities that don’t add any value) through the tireless search for processes’ perfection and the application of simple tools. In this context, a qualitative study was developed, which incorporated 4 steps: firstly, data about the state of the operation was collected through participant observation and informal interviews in order to obtain a deeper understanding of work organization and the way that the various activities were carried out and to detect wastes and opportunities for improvement. Then, based on the information collected, one proceeded to select the processes to be studied, namely the order fulfilment process - which encompasses all the activities required from the receipt of the order to its delivery to the customer - and customer support. Subsequently and based on the theory of lean thinking, the selected processes were subjected to a critical analysis and diagnosis in order to describe and catalogue the wastes identified. The fourth and last step of this study consists in a proposal of improvement actions to reduce (or eliminate) the problems and wastes identified.

Date of Award	3 Jul 2018
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rui Sousa (Supervisor)