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Implementação de LEAN nos serviços: o estudo de caso da ADM
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Orientador(es)
Resumo(s)
A evolução dos padrões de qualidade nas empresas bem como as constantes pressões ao nível financeiro levam cada vez mais as empresas a adotarem estratégias com vista à melhoria da eficiência e eficácia dos seus processos. Várias empresas optam por adotar diferentes tipos de metodologias com vista à consecução dos seus objetivos e atenuar as pressões sentidas, entre elas encontra-se a metodologia Lean. Ao longo dos últimos anos, a aplicação de ferramentas Lean tornou-se indispensável no setor dos serviços.
O presente estudo tem como objetivo analisar os resultados da implementação do Lean na otimização do serviço de processamento de faturação do regime convencionado da ADM. Pretendia-se também perceber qual a contribuição da implementação da metodologia Lean para melhorar o desempenho dos processos na criação de valor, redução dos desperdícios existentes e, consequentemente na melhoraria da eficiência do processo permitindo atualmente trabalhar numa lógica de fluxo contínuo. A metodologia aplicada foi o estudo de caso, em particular, ao processo de tratamento das faturas do regime convencionado da ADM, desde a sua receção na secretaria, em suporte papel, até
a sua autorização de liquidação em sistema, na Divisão de Gestão de Prestadores da Direção de Serviços da ADM, em Oeiras, entre os meses de outubro de 2019 e fevereiro de 2020.
O caso de estudo baseou-se na realização de entrevistas semiestruturadas aos intervenientes no processo e na análise de dados, em particular, a comparação de dados reais do antes e do depois da implementação das ferramentas Lean no processo.
Através da aplicação de entrevistas e recolha de dados, a investigação permitiu concluir que a implementação da metodologia Lean no processo de faturação proporcionou a concretização do objetivo primordial de extinção do backlog existente.
Foi possível observar melhorias de eficiência do processo, com a redução do tempo total de valor acrescentado de uma fatura em 67 minutos, correspondendo a menos 65,69% de horas trabalhadas por ano, bem como melhorar o nível de serviço às entidades prestadoras de serviços de saúde.
The evolution of quality standards in companies, as well as constant pressure on the financial level, lead companies to adopt strategies to improve the efficiency and effectiveness of their processes. Several companies choose to adopt different types of methodologies in order to achieve their objectives and mitigate the pressures felt, among them is the Lean methodology. Over the past few years, the application of Lean tools has become indispensable in the services sector. The present study aims to analyze the results of the Lean implementation in the optimization of the billing service process of the ADM's Regime Convencionado. It was also intended to understand the contribution of the implementation of the Lean methodology to improve the performance of the processes in the creation of value and to reduce the existing waste and, consequently, in the improvement of the efficiency of the process, currently allowing to work in a continuous flow logic. The applied methodology was the case study, in particular the invoice handling process of ADM’s Regime Convencionado, since its reception at secretariat, in paper, until its settlement authorization in system, at ADM’s Management of Service Department Providers Division, located in Oeiras, between the months of October 2019 and February 2020. The case study was based on the realization of semi-structured interviews with the actors of the process and on the analysis of real data, in particular the comparison of data before and after the implementation of the Lean tools in the process. Through the application of interviews and data collection, the investigation concluded that the implementation of the Lean methodology, in the billing process, provided the achievement of the primary objective of extinction of the existing backlog. It was possible to observe improvements in the efficiency of the process, with a total time reduction of the added value of an invoice of 67 minutes, corresponding to less 65.69% of hours worked per year, as well as improving the level of service to health service providers.
The evolution of quality standards in companies, as well as constant pressure on the financial level, lead companies to adopt strategies to improve the efficiency and effectiveness of their processes. Several companies choose to adopt different types of methodologies in order to achieve their objectives and mitigate the pressures felt, among them is the Lean methodology. Over the past few years, the application of Lean tools has become indispensable in the services sector. The present study aims to analyze the results of the Lean implementation in the optimization of the billing service process of the ADM's Regime Convencionado. It was also intended to understand the contribution of the implementation of the Lean methodology to improve the performance of the processes in the creation of value and to reduce the existing waste and, consequently, in the improvement of the efficiency of the process, currently allowing to work in a continuous flow logic. The applied methodology was the case study, in particular the invoice handling process of ADM’s Regime Convencionado, since its reception at secretariat, in paper, until its settlement authorization in system, at ADM’s Management of Service Department Providers Division, located in Oeiras, between the months of October 2019 and February 2020. The case study was based on the realization of semi-structured interviews with the actors of the process and on the analysis of real data, in particular the comparison of data before and after the implementation of the Lean tools in the process. Through the application of interviews and data collection, the investigation concluded that the implementation of the Lean methodology, in the billing process, provided the achievement of the primary objective of extinction of the existing backlog. It was possible to observe improvements in the efficiency of the process, with a total time reduction of the added value of an invoice of 67 minutes, corresponding to less 65.69% of hours worked per year, as well as improving the level of service to health service providers.
Descrição
Mestrado Bolonha em Gestão e Estratégia Industrial
Palavras-chave
ADM Backlog Lean Services Otimização de processos Process optimization
Contexto Educativo
Citação
Moreira, Isabel Maria Tavares Santos (2021). “Implementação de LEAN nos serviços: o estudo de caso da ADM”. Dissertação de Mestrado. Universidade Técnica de Lisboa. Instituto Superior de Economia e Gestão.
Editora
Instituto Superior de Economia e Gestão