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Abstract(s)
A grande competitividade existente entre as empresas de um determinado setor motiva a que estas
evoluam e adotem novas estratégias de forma a otimizar o seu funcionamento. Por vezes a
implementação de simples ferramentas são capazes de melhorar a efetividade de produção, e
gestão interna e até relação com os clientes.
Mas para selecionar as ferramentas indicadas para a sua implementação e necessário conhecer os
processos atuais, analisar para ver quais os pontos que podem ser melhorados. Só depois se parte
para a adoção e implementação de soluções que visam melhor vários aspetos.
Com foco na filosofia Lean, nesta dissertação são estudadas várias metodologias e ferramentas,
que noutras ocasiões mostraram melhorar aspetos relacionados com a organização. Para a
execução deste trabalho foi seguida uma metodologia de Investigação-Ação.
Neste trabalho foi elaborado um plano para a aplicação numa empresa de metalomecânica. O plano
visou o estudo dos processos relacionados com o marketing e a relação com os clientes dessa
empresa. Desta forma verificar a aplicabilidade de conceitos como o Lean Seis Sigma e execução
dos ciclos DMAIC para melhorias no marketing e a relação com os clientes.
Assim, foram analisados os processos atuais da empresa, e escolhidas e implementadas
ferramentas com potencial para melhorem estes aspetos.
Os aspetos mais relevantes do trabalho que permitiram analisar o funcionamento atual da empresa
foi a criação de um questionário aos clientes, mapa de processo, QFD e VSM. Da análise foi possível
verificar as fragilidades nos processos e relação entre clientes, o que permitiu a adoção e
implementação de ferramentas propostas pelas filosofias Lean Seis Sigma. As ferramentas,
nomeadamente o CRM, reuniões diárias (Daily kaizen) entre outras, permitiram melhorar a
comunicação interna entre os vários departamentos e aspetos como o tempo entre o contacto do
cliente e a elaboração de propostas
The competitiveness that exists between companies in each sector motivates them to evolve and adopt new strategies to optimize their operation. Sometimes the implementation of simple tools can improve production effectiveness, internal management and even customer relations. But to select the right tools for its implementation, it is necessary to know the current processes, analyze to see which points can be improved. Only then, does one move on to adopting and implementing solutions that better address different aspects. Focusing on the Lean philosophy, this dissertation studies several methodologies and tools, which on other occasions have shown to improve aspects related to the organization. For the execution of this work, an Action-Research methodology was followed. In this work, a plan for application in a metallurgic industry company was developed. The plan aimed to study the processes related to marketing and the relationship with the customers of this company. This way, verify the applicability of concepts such as Lean Six Sigma and the execution of DMAIC cycles for improvements in marketing and customer relations. Therefore, the company's current processes were analyzed, and tools with the potential to improve these aspects were chosen and implemented. The most relevant aspects of this work that allowed us to analyze the current functioning of the company was the creation of a customer questionnaire, process map, QFD and VSM. From the analysis, it was possible to verify the weaknesses in the processes and relationship between customers, which allowed the adoption and implementation of tools proposed by the Lean Six Sigma philosophies. The tools, namely CRM, daily meetings (Daily kaizen) among others, allowed to improve internal communication between the different departments and aspects such as the time between the customer contact and the proposals
The competitiveness that exists between companies in each sector motivates them to evolve and adopt new strategies to optimize their operation. Sometimes the implementation of simple tools can improve production effectiveness, internal management and even customer relations. But to select the right tools for its implementation, it is necessary to know the current processes, analyze to see which points can be improved. Only then, does one move on to adopting and implementing solutions that better address different aspects. Focusing on the Lean philosophy, this dissertation studies several methodologies and tools, which on other occasions have shown to improve aspects related to the organization. For the execution of this work, an Action-Research methodology was followed. In this work, a plan for application in a metallurgic industry company was developed. The plan aimed to study the processes related to marketing and the relationship with the customers of this company. This way, verify the applicability of concepts such as Lean Six Sigma and the execution of DMAIC cycles for improvements in marketing and customer relations. Therefore, the company's current processes were analyzed, and tools with the potential to improve these aspects were chosen and implemented. The most relevant aspects of this work that allowed us to analyze the current functioning of the company was the creation of a customer questionnaire, process map, QFD and VSM. From the analysis, it was possible to verify the weaknesses in the processes and relationship between customers, which allowed the adoption and implementation of tools proposed by the Lean Six Sigma philosophies. The tools, namely CRM, daily meetings (Daily kaizen) among others, allowed to improve internal communication between the different departments and aspects such as the time between the customer contact and the proposals
Description
Keywords
Lean Seis Sigma Lean Seis Sigma Marketing Lean Marketing DMAIC Six Sigma Lean Six Sigma