Aplicação de uma ferramenta do Lean e teoria das restrições : um estudo de caso no varejo

Abstract

Currently, with globalized markets being saturated and aggressive, the retail market doesn’t survive exclusively to respond the customer needs, it is necessary to offer something beyond quality products and good customer service. An effective competitive strategy is of extreme importance for the service companies since they are in an environment with a low entrance barrier. From this perspective, this dissertation aims to propose improvements to reduce waste in a retail store located in Bragança, northern Portugal, with the help of the Lean Service approach and its tool, Value Stream Mapping and Theory of Constraints. The research is characterized as a case study, as it seeks to describe the situation in which the study is being conducted. In order to define the steps to achieve the objective, the following methodological procedures will be developed: definition and mapping of current processes, identification of wasted materials, identification of bottleneck operation, mapping of future state, action plan and, at last, validation of proposals. As a result, the customer’s lead time was reduced, making the process agile and efficient.