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Abstract(s)
A presente dissertação investiga estratégias para a otimização de processos operacionais em serviços de manutenção automóvel, através da implementação e análise de um modelo de serviço rápido. Com o objetivo de reduzir os tempos de imobilização dos veículos, aumentar a eficiência operacional e responder às crescentes expectativas dos consumidores, este trabalho avalia o impacto do modelo Toyota Fast Track (TFT), baseado na alocação simultânea de dois técnicos a um único veículo. O estudo contextualiza o setor após-venda automóvel num cenário de transformação tecnológica e de intensificação da concorrência, onde a qualidade e a conveniência do serviço são fatores críticos de diferenciação. A metodologia adotada consiste num estudo de caso realizado numa oficina piloto, um reparador autorizado Toyota em Portugal. A análise quantitativa, baseada em medições de tempo comparativas entre o modelo
tradicional e o modelo TFT, demonstra ganhos de eficiência significativos, validando a hipótese de que a paralelização de tarefas, suportada por princípios Lean como a padronização de trabalho e a eliminação de desperdícios, otimiza o desempenho. Os resultados indicam que o modelo TFT permite melhorar a produtividade interna e, simultaneamente, potenciar a satisfação do cliente, alinhando a operação oficinal com as exigências do mercado moderno.
This dissertation investigates strategies for optimizing operational processes in automotive maintenance services through the implementation and analysis of an express service model. Aiming to reduce vehicle downtime, increase operational efficiency, and meet growing consumer expectations, this work evaluates the impact of the Toyota Fast Track (TFT) model, which is based on the simultaneous allocation of two technicians to a single vehicle. The study contextualizes the automotive after-sales sector in a scenario of technological transformation and intensified competition, where service quality and convenience are critical differentiating factors. The methodology adopted consists of a case study conducted at a pilot workshop, an authorized Toyota repairer in Portugal. The quantitative analysis, based on comparative time measurements between the traditional model and the TFT model, demonstrates significant efficiency gains, validating the hypothesis that task parallelization, supported by Lean principles such as standardized work and waste elimination, optimizes performance. The results indicate that the TFT model allows for improved internal productivity while simultaneously enhancing customer satisfaction, aligning workshop operations with the demands of the modern market.
This dissertation investigates strategies for optimizing operational processes in automotive maintenance services through the implementation and analysis of an express service model. Aiming to reduce vehicle downtime, increase operational efficiency, and meet growing consumer expectations, this work evaluates the impact of the Toyota Fast Track (TFT) model, which is based on the simultaneous allocation of two technicians to a single vehicle. The study contextualizes the automotive after-sales sector in a scenario of technological transformation and intensified competition, where service quality and convenience are critical differentiating factors. The methodology adopted consists of a case study conducted at a pilot workshop, an authorized Toyota repairer in Portugal. The quantitative analysis, based on comparative time measurements between the traditional model and the TFT model, demonstrates significant efficiency gains, validating the hypothesis that task parallelization, supported by Lean principles such as standardized work and waste elimination, optimizes performance. The results indicate that the TFT model allows for improved internal productivity while simultaneously enhancing customer satisfaction, aligning workshop operations with the demands of the modern market.
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Keywords
Automotive Industry Automotive Maintenance Operational Efficiency Customer Satisfaction Toyota Production System (TPS) Toyota Way (TW) Sustainability Indústria automóvel Manutenção automóvel Eficiência operacional Satisfação do cliente Sustentabilidade