Lean and quality management integration: improvement program implementation in a service company

摘要

Lean Thinking is an important pillar in the success of any program ofcontinuous improvement process. Its tools are useful means in theanalysis, control and organization of important data for correctdecision making in organizations.This project had as main objective the design of a program of qualityimprovement in Eurico Ferreira, S.A., based on the evaluation ofcustomer satisfaction and the implementation of 5S. Subsequently,we have selected which business area of the company to address.After the selection, there was an initial diagnostic procedure,identifying the various points of improvement to which some tools ofLean Thinking have been applied, in particular Value StreamMapping and 5S methodology. With the first, we were able to mapthe current state of the process in which all stakeholders wererepresented as well as the flow of materials and informationthroughout the process. The 5S methodology allowed to act on thewastage, identifying and implementing various processimprovements.