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Abstract(s)
O Lean (eliminar todas as formas de desperdício identificadas na cadeia de valor da organização), seis sigma (reduzir a variabilidade das características que são críticas para a qualidade do produto e para o cliente, garantido que é bem feito à primeira vez), e um sistema de gestão da qualidade (controlo e padronização dos processos, permitindo também a avaliação da eficácia das ações tomadas, com foco na satisfação do cliente e na busca da melhoria contínua), que integrados é um caminho no sentido da “perfeição”. O principal objetivo desta dissertação foi a realização de um estudo para identificar as principais vantagens verificadas pelas empresas com a certificação do sistema de gestão da qualidade e as melhorias encontradas com a implementação de ferramentas Lean seis sigma na manutenção do sistema de gestão da qualidade. Foram contactadas 2040 empresas, por meio de questionário enviado, tendo sido obtidas 200 respostas e apenas 77 respostas válidas (empresas certificadas por pelo menos um sistema de gestão da qualidade e terem ferramentas e/ou técnicas Lean Seis Sigma implementadas) correspondendo a amostra em estudo. Analisando os dados, constatou-se que cerca de 84% das empresas apontam a melhoria da organização como a principal vantagem obtida com a certificação da empresa, seguido do aumento da satisfação dos clientes (39%) e que a certificação foi consequência de cumprimento de requisito do cliente (33%). Verificou-se que as principais ferramentas implementadas nas empresas que responderam ao inquérito foram PDCA e 5S, com 76,6% e75.3% respetivamente. Cerca de 64% das empresas indicam a melhoria na resolução de problemas como principal vantagem na manutenção de sistema de gestão da qualidade com a implementação de ferramentas Lean seis sigma, 40% a melhoria comunicação interna e 30% o aumento da produtividade e 20% o aumento da satisfação dos clientes.
Lean (eliminate all forms of waste identified in the organization's value chain), Six sigma (reduce the variability of features that are critical to product quality and customer, ensuring it is done right the first time), and a quality management system (control and standardization of processes, also allowing the evaluation of the effectiveness of actions taken, focusing on customer satisfaction and the pursuit of continuous improvement), which integrated is a path towards “perfection”. The main objective of this dissertation was to conduct a study to identify the main advantages verified by the companies with the quality management system certification and the improvements found with the implementation of lean six sigma tools in the maintenance of the quality management system. Out of the 2040 companies contacted through a questionnaire sent out, 200 answers were obtained and only 77 valid answers (companies certified by at least one quality management system and have six sigma lean tools and / or techniques implemented) corresponding to the sample under study. Analyzing the data, it was found that about 84% of companies point to the improvement of the organization as the main advantage obtained with the company's certification, followed by increased customer satisfaction (39%) and that certification was a consequence of meeting customer requirement (33%). It was found that the main tools implemented in the respondent companies were PDCA and 5S, with 76.6% and 75.3% respectively. About 64% of companies indicate improved problem solving as the main advantage in maintaining quality management system by implementing lean six sigma tools, 40% internal communication and 30% increased productivity and 20% customer satisfaction improvement.
Lean (eliminate all forms of waste identified in the organization's value chain), Six sigma (reduce the variability of features that are critical to product quality and customer, ensuring it is done right the first time), and a quality management system (control and standardization of processes, also allowing the evaluation of the effectiveness of actions taken, focusing on customer satisfaction and the pursuit of continuous improvement), which integrated is a path towards “perfection”. The main objective of this dissertation was to conduct a study to identify the main advantages verified by the companies with the quality management system certification and the improvements found with the implementation of lean six sigma tools in the maintenance of the quality management system. Out of the 2040 companies contacted through a questionnaire sent out, 200 answers were obtained and only 77 valid answers (companies certified by at least one quality management system and have six sigma lean tools and / or techniques implemented) corresponding to the sample under study. Analyzing the data, it was found that about 84% of companies point to the improvement of the organization as the main advantage obtained with the company's certification, followed by increased customer satisfaction (39%) and that certification was a consequence of meeting customer requirement (33%). It was found that the main tools implemented in the respondent companies were PDCA and 5S, with 76.6% and 75.3% respectively. About 64% of companies indicate improved problem solving as the main advantage in maintaining quality management system by implementing lean six sigma tools, 40% internal communication and 30% increased productivity and 20% customer satisfaction improvement.
Description
Keywords
Qualidade Lean Seis Sigma Integração Melhoria Quality Lean Six Sigma Integration Improvement