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Advisor(s)
Abstract(s)
A sociedade atual caracteriza-se pelo consumo excessivo, que tem como principais consequências um grande crescimento industrial, mas também uma grande diminuição dos recursos da Terra. Estes fatores contribuem para a crise ambiental atualmente vivida. Assim sendo, com perspetivas em garantir qualidade de vida para as gerações futuras, as empresas são cada vez mais pressionadas para adotarem práticas mais ecológicas. Entre essas encontram-se as atividades de logística reversa que, apesar dos benefícios que podem trazer às indústrias, a sua implementação é bastante complexa e várias indústrias sentem sérias dificuldades em geri-las. Deste modo, esta dissertação foi desenvolvida na Atepeli Lda., uma empresa que se dedica à produção componentes de marroquinaria para artigos de luxo, onde os padrões de qualidade são altíssimos, havendo muitos critérios de qualidade que devem ser respeitados, caso contrário os clientes devolvem os produtos ao fabricante. Assim, a presente dissertação tem como objetivo analisar os processos inerentes à gestão das devoluções de clientes, com o intuito de propor melhorias e posteriormente implementar as mesmas. Desta forma, para promover as melhorias dos processos, recorreu-se a técnicas e a ferramentas da metodologia Lean. Observou-se que as implementações das propostas de melhoria trouxeram ganhos significativos à empresa, onde se pode destacar a maior visão do processo através da dashboard criada que permite motivar as equipas bem como gerir melhor as reparações e assim obtivesse uma redução de tempo de reparação em 50% e um aumento de peças reparadas de 25% para 44%. Para além disso, verificou-se uma redução de desperdícios que permitiu um aumento das atividades de valor acrescentado em 27%, e uma redução de tempo de registo em 70%. Importante também referir as melhorias do fluxo financeiro e logístico através do uso do ERP (Enterprise Resource Planning) e estandardização do processo, melhoria da organização na zona da gestão das devoluções através da implementação da ferramenta 5S, onde houve uma melhoria de 50% para 84%.
Today’s society is characterized by excessive consumption which has as its main consequences a great industrial growth, but also a great decrease of the Earth’s resources. These factors contribute to the current environmental crisis. Therefore, with prospects to ensure quality of life for future generations, companies are increasingly pressured to adopt more ecological practices. Among these are reverse logistics activities that, despite the benefits they can bring to industries, their implementation is quite complex, and several industries experience serious difficulties in managing them. Thus, this dissertation was developed at Atepeli Lda., a company dedicated to the production of leather goods components for luxury items, where the quality standards are very high, with many quality criteria that must be respected, otherwise customers return the products to the manufacturer. Thus, this dissertation aims to analyze the processes inherent in the management of customer returns, to propose improvements and subsequently implement them. In this way, to promote process improvements, techniques and tools of the Lean methodology were used. It was observed that the implementations of the improvement proposals brought significant gains to the company, where you can highlight the greater vision of the process through the created Panel that allows to motivate the teams, as well as better manage the repairs and thus, get a 50% reduction in repair time and an increase in repaired parts from 25% to 44%. In addition, there was a reduction in waste that allowed an increase in value-added activities by 27%, and a reduction in registration time by 70%. It is also important to mention the improvements in the financial and logistical flow using ERP (Enterprise Resource Planning) and standardization of the process, improvement of the organization in returns management through the implementation of the 5S tool, where there was an improvement from 50% to 84%.
Today’s society is characterized by excessive consumption which has as its main consequences a great industrial growth, but also a great decrease of the Earth’s resources. These factors contribute to the current environmental crisis. Therefore, with prospects to ensure quality of life for future generations, companies are increasingly pressured to adopt more ecological practices. Among these are reverse logistics activities that, despite the benefits they can bring to industries, their implementation is quite complex, and several industries experience serious difficulties in managing them. Thus, this dissertation was developed at Atepeli Lda., a company dedicated to the production of leather goods components for luxury items, where the quality standards are very high, with many quality criteria that must be respected, otherwise customers return the products to the manufacturer. Thus, this dissertation aims to analyze the processes inherent in the management of customer returns, to propose improvements and subsequently implement them. In this way, to promote process improvements, techniques and tools of the Lean methodology were used. It was observed that the implementations of the improvement proposals brought significant gains to the company, where you can highlight the greater vision of the process through the created Panel that allows to motivate the teams, as well as better manage the repairs and thus, get a 50% reduction in repair time and an increase in repaired parts from 25% to 44%. In addition, there was a reduction in waste that allowed an increase in value-added activities by 27%, and a reduction in registration time by 70%. It is also important to mention the improvements in the financial and logistical flow using ERP (Enterprise Resource Planning) and standardization of the process, improvement of the organization in returns management through the implementation of the 5S tool, where there was an improvement from 50% to 84%.
Description
Keywords
Logística reversa Devoluções Lean Melhoria de processos Reverse logistics Returns Process improvement