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Abstract(s)
O princípio do Lean é a redução e eliminação de desperdício no sistema. O propósito deste estudo será explorar a implementação do Lean no setor dos serviços, especialmente na área da logística e dos transportes, focando em ferramentas e técnicas Lean, bem como nos desafios que a sua implementação sugere. O presente trabalho foi realizado numa empresa prestadora de serviços logísticos, a JIT GROUP, que concebe trabalho de planeamento e organização de operações logísticas no transporte de carga aérea. No transporte aéreo e nos serviços de handling, tal como numa orquestra, todas as peças se devem harmonizar, completar e complementarem-se. Para isso, os processos de cada parte deverão possuir uma visão de melhoria contínua, redução e eliminação de desperdício no sistema, para que a melodia seja límpida e fluída. Na base do planeamento das operações, nos dados previsionais de mercadoria a mover, foi possível detetar problemas relacionados com a presença de dados inconsistentes; notou-se, também, a inexistência de uma base de estudo na empresa, com critérios de análise de desempenho, às diferentes variáveis que são determinantes nas operações logísticas. Na ótica do controlo das operações e no serviço de apoio ao cliente são encontrados processos pouco claros e indefinidos, sem um padrão determinado; e ainda, é possível verificar o baixo controlo, um acompanhamento ténue e a falta de registo de incidências para futuros estudos. Desta forma, o objetivo deste trabalho passa pelo desenvolvimento, implementação e avaliação de soluções para os problemas encontrados. Primeiramente foram mapeados os processos, identificaram-se os problemas, bem como, a busca pelas principais causas desses problemas; foram propostas e exploradas as soluções, e por fim, foi realizada uma análise aos resultados obtidos. Através de técnicas de aprendizagem automática e de extração de conhecimento de dados propõe-se a exploração de modelos para a previsão de volumes de carga a gerir, permitindo antecipar as condições necessárias para uma gestão mais precisa, evitando um ajuste colossal de instruções de trabalho. Foi contruída uma base de dados e apresentadas técnicas de análise estatística para tratamento de dados e avaliação do desempenho dos diferentes intervenientes nas operações, permitindo uma gestão mais sólida e racional. São apresentadas, também, abordagens com base em Strandard Work e 5S que garantirão a homogeneidade do serviço. Por fim, é desenvolvido um sistema de Kanban para o registo, controlo e acompanhamento de incidências.
The principle of Lean is the reduction and elimination of waste in a system. The purpose of this study is to explore the implementation of Lean in the sector of services, mainly in the area of logistics and transportation, focusing on Lean tools and techniques as well as on the challenges it’s application implies. The present project has been done based on the work experience in a logistics services providing company, JIT GROUP, which grants logistics operations’ planning and organization in the air cargo transportation field. In air cargo transportation and handling services, as well as in an orchestra, all pieces should fit together, completing and complementing each other harmoniously. In order to achieve such harmonization, the processes inherent to each part should be imbued with an insight of continuous improvement and cutback and elimination of waste in the system so the melody is clear and fluid. In the core of operations planning, it was possible to detect issues due to the presence of inconsistent data in forecasts of volumes on the cargo to be moved. It has also been possible to observe the lack of a study basis in the business, with a performance analysis criteria on the different variables that are determining in logistics operations. From a logistics operations control and customer support service point of view, it’s possible to find processes that are both unclear and undefined, not following a set pattern; it is also possible to verify a low control, a tenuous follow up and the absence of records on incidences for future studies. Therefore, the purpose of this project is to develop, implement and evaluate solutions to each problem found. To begin with, the processes have been mapped and the issues, as well as its main roots have been identified; then, solutions have been proposed and explored and, finally, an analysis on the results has been conducted. Through machine learning techniques and data mining, it’s proposed the research of models to enhance the quality of the data forecast of cargo volumes to manage, thus allowing to antecipate the necessary conditions for a more precise management which, in turn, will avoid a colossal adjustment in proceedings instructions. A data base has been built and statistical analysis techniques for data and performance evaluation on each intervenient have been presented hence allowing a more solid and rational management. An approach based on Standard Work and 5S tools is also presented, which will assure the homogeneity of service. FInally, a Kanban system for registry, control and incidence follow up is developed and introduced.
The principle of Lean is the reduction and elimination of waste in a system. The purpose of this study is to explore the implementation of Lean in the sector of services, mainly in the area of logistics and transportation, focusing on Lean tools and techniques as well as on the challenges it’s application implies. The present project has been done based on the work experience in a logistics services providing company, JIT GROUP, which grants logistics operations’ planning and organization in the air cargo transportation field. In air cargo transportation and handling services, as well as in an orchestra, all pieces should fit together, completing and complementing each other harmoniously. In order to achieve such harmonization, the processes inherent to each part should be imbued with an insight of continuous improvement and cutback and elimination of waste in the system so the melody is clear and fluid. In the core of operations planning, it was possible to detect issues due to the presence of inconsistent data in forecasts of volumes on the cargo to be moved. It has also been possible to observe the lack of a study basis in the business, with a performance analysis criteria on the different variables that are determining in logistics operations. From a logistics operations control and customer support service point of view, it’s possible to find processes that are both unclear and undefined, not following a set pattern; it is also possible to verify a low control, a tenuous follow up and the absence of records on incidences for future studies. Therefore, the purpose of this project is to develop, implement and evaluate solutions to each problem found. To begin with, the processes have been mapped and the issues, as well as its main roots have been identified; then, solutions have been proposed and explored and, finally, an analysis on the results has been conducted. Through machine learning techniques and data mining, it’s proposed the research of models to enhance the quality of the data forecast of cargo volumes to manage, thus allowing to antecipate the necessary conditions for a more precise management which, in turn, will avoid a colossal adjustment in proceedings instructions. A data base has been built and statistical analysis techniques for data and performance evaluation on each intervenient have been presented hence allowing a more solid and rational management. An approach based on Standard Work and 5S tools is also presented, which will assure the homogeneity of service. FInally, a Kanban system for registry, control and incidence follow up is developed and introduced.
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Keywords
Lean na indústria dos serviços Melhoria de processos Reduzir desperdício Flexibilidade Homogeneidade Lean in service industry Process improvement Waste reduction Flexibility Homogeneity