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Publication
Lean Thinking implementation in the automotive after-sales sector
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 2.13 MB | Adobe PDF |
Authors
Abstract(s)
A presente dissertação explora a aplicação dos princípios do Lean Thinking no setor de
pós-venda automóvel, com especial enfoque no mapeamento do fluxo de valor (Value
Stream Mapping - VSM) como ferramenta para identificar ineficiências e propor melhorias
nos processos. O estudo foi conduzido através de um estudo de caso qualitativo realizado
numa organização automóvel autorizada, recorrendo a uma metodologia de observadorparticipante,
a entrevistas informais e ainda a análise documental para recolher dados
empíricos sobre os processos de serviço existentes. Este estudo analisa o fluxo de valor no
estado atual, mapeando cada etapa do processo de serviço de pós-venda, desde a marcação
do serviço pelo cliente até ao acompanhamento pós-venda. O mapa do fluxo de valor no
estado atual revelou várias ineficiências, incluindo redundância no tratamento de dados,
atrasos na confirmação da disponibilidade de peças, aplicação inconsistente do processo de
receção ativa e um fluxo de informação fragmentado entre departamentos. Com base nestas
constatações, foi proposto um mapa de fluxo de valor do estado futuro, concebido para
otimizar as operações, reduzir desperdícios e aumentar o valor percebido pelo cliente. As
principais recomendações incluíram a integração dos sistemas de informação, a
padronização dos procedimentos de receção e controlo de qualidade, a melhoria na gestão
de peças e a redistribuição de tarefas não essenciais para pessoal de apoio. O estudo permitiu
concluir que a aplicação dos princípios Lean neste contexto pode melhorar
significativamente a qualidade do serviço e o desempenho operacional, oferecendo
perspetivas práticas e aplicadas para organizações que pretendam otimizar as suas operações
de pós-venda automóvel.
This dissertation explores the application of Lean Thinking principles in the automotive after-sales sector, with a particular focus on Value Stream Mapping as a tool for identifying inefficiencies and proposing process improvements. The study was conducted through a qualitative case study in an authorized automotive workshop, employing participant observation, informal interviews, and document analysis to gather empirical data on existing service processes. The research analyzes the current state value stream, mapping each stage of the after-sales service process, from customer booking to post-service follow-up. The current state Value Stream Map revealed several inefficiencies, including redundant data handling, delays in parts availability confirmation, inconsistent application of active reception, and fragmented information flow between departments. Based on these findings, the study proposed a future state Value Stream Map designed to streamline operations, reduce waste, and enhance customer value. Key recommendations included the integration of information systems, standardization of reception and quality control procedures, improved parts management, and the reassignment of non-core tasks to support staff. The proposed improvements aimed to enhance operational efficiency, increase technician productivity, and improve overall customer satisfaction and loyalty. The study concluded that applying Lean principles in this environment can significantly enhance service quality and operational performance, offering practical insights for organizations seeking to optimize their after-sales service operations.
This dissertation explores the application of Lean Thinking principles in the automotive after-sales sector, with a particular focus on Value Stream Mapping as a tool for identifying inefficiencies and proposing process improvements. The study was conducted through a qualitative case study in an authorized automotive workshop, employing participant observation, informal interviews, and document analysis to gather empirical data on existing service processes. The research analyzes the current state value stream, mapping each stage of the after-sales service process, from customer booking to post-service follow-up. The current state Value Stream Map revealed several inefficiencies, including redundant data handling, delays in parts availability confirmation, inconsistent application of active reception, and fragmented information flow between departments. Based on these findings, the study proposed a future state Value Stream Map designed to streamline operations, reduce waste, and enhance customer value. Key recommendations included the integration of information systems, standardization of reception and quality control procedures, improved parts management, and the reassignment of non-core tasks to support staff. The proposed improvements aimed to enhance operational efficiency, increase technician productivity, and improve overall customer satisfaction and loyalty. The study concluded that applying Lean principles in this environment can significantly enhance service quality and operational performance, offering practical insights for organizations seeking to optimize their after-sales service operations.
Description
Keywords
Lean thinking Muda Valor Fluxo de valor