Dario Ikuo Miyake

Aplicação de simuladores de eventos discretos no processo de modelagem de sistemas de operações de serviços

This work discusses the simulation modeling process applied in two types of service operation systems: Services Shops and Mass Services. An issue considered in this study is related to the requirements simulation software tools should fulfill in order to be applicable in the process of building service system simulation models. To analyze the differences in modeling process depending on the type of service considered, two simulators were selected. This study brought to light that the computer technology and simulation software tools still need to go through further developments so that their application can be extended to the modeling and simulation of a broader range of features comprised by service systems in general, which distinguish them from manufacturing systems.

A Study on Alternative Approaches to Instill Environmental Concerns in the Domain of Production Management of Industrial Firms

This article presents a comparative analysis of alternative models of production with environmental concerns that may lead to higher effectiveness in initiatives undertaken by industrial firms towards the development of more sustainable operations. The objective is to organize the knowledge on the subject of such models and provide guidelines that may help managers in selecting the most fitting approach for their business, according to the strategy and conditions of the firm. Among the presented models, the Cleaner Production model stands out for promoting the approach of nurturing the concurrent strengthening of quality, productivity, and sustainability in the existing manufacturing processes by dealing more comprehensively with factors internal to the firm that may be directly controlled by the managers.

Integrando a promoção das metodologias Lean Manufacturing e Six Sigma na busca de produtividade e qualidade numa empresa fabricante de autopeças

Among the diverse critical success factors that the firms must consider, the pursuit of increasingly higher standards of productivity and quality stands out. In this context, the purpose of this article is to present an initiative to integrate the promotion of the Lean Manufacturing and Six Sigma methodologies in seeking enhanced operational performance. This integration combines the application of Lean Manufacturing elements that aim at the streamlining of value streams by the elimination of wastes with Six Sigma elements which aim at the systematization of the analysis and control of process variation for accomplishing superior quality. This work is based on a case study on the changes undertaken for the implementation of this approach in an auto parts manufacturer. The organizational structure which was established for the promotion of this approach as well as the mode how projects for the improvement of operational performance are tackled by means of it are examined. The results accomplished reveal that the initiative of conciliating the application of these two methodologies may bring about a more wide-ranging and effective continuous improvement process.

Mudanças de forecast na indústria automobilística: iniciativas para a estruturação dos processos de tomada de decisão e processamento da informação

This paper identifies the aspects of the current literature on the decision-making process and Value Stream Mapping (VSM) - a tool derived from the lean thinking approach - that can be applied to improve the process of production forecast changes in the automotive industry. The theoretical propositions and their methodological implications are discussed from the practical viewpoint, focusing on the real case of an auto manufacturer in the Brazilian market. Recommendations are made to improve this process and make it clear, objective and rational, as well as to strengthen the competitiveness of this industry and its supply chain. The idea of combining the application of VSM adapted to administrative environments and processes with suggestions based on normative and descriptive theories about decision-making engineering seems promising and may contribute to improve the quality and efficiency of this process.

The deployment of corporate production systems in auto industry companies: an approach to drive process improvements towards operational excellence

Compelled to accomplish Operational Excellence (OE), the manufacturers in the auto industry have strived to nurture the company-wide implementation of world-class manufacturing practices. This implies the revamp of the production processes in organisational units where traditional paradigms are still firmly embedded, what is specially challenging for larger companies that suffer from adversities such as the lack of agility, cultural diversity and higher complexity to coordinate multiple sites. This paper brings to light how leading companies have coped with these issues by building a proper Corporate Production System (CPS) and embarked on its systematised deployment throughout their production operations. The contents, structure and implementation pattern of exemplary CPSs are analysed.

Análise da aplicação de indicadores alternativos ao Overall Equipment Effectiveness (OEE) na gestão do desempenho global de uma fábrica

Despite the fact that the measurement of Overall Equipment Effectiveness (OEE) is an increasingly disseminated industrial management practice, indicators alternative to it have been proposed in the literature to cope with performance measurement at the higher level of production systems. The purpose of this article is to present such indicators and discuss their potential application in searching effective utilization of production capacity. Initially, a conceptual framework was built to arrange indicators that broaden the evaluation approach adopted by OEE. To analyze the application potential of indicators that present this function, a case study was developed in a food-processing firm. The case suggests that the application of indicators like Overall Throughput Effectiveness (OTE) and Overall Plant Effectiveness (OPE), besides making the diagnosis of capacity utilization problems more effective, can promote the integration of production strategy with other functional strategies, and thus promote a more effective management of a plants overall performance.

A participação do cliente em processos de serviço e as implicações dos possíveis papéis do cliente na criação de valor

Varios trabalhos tem discutido a importância da maior participacao dos clientes nos processos de servicos. A consideracao do envolvimento do cliente implica na necessidade de examinar os papeis que ele pode desempenhar. Neste contexto, este trabalho explora os diferentes papeis que o cliente poderia desempenhar e enumera treze papeis fundamentais identificados numa revisao da literatura: cliente como agente de inovacao, comprador, concorrente do provedor de servico, co-produtor, competidor de outros clientes, parceiro de outros clientes, instrutor, insumo para o processo, quase-gerente, usuario, auditor, produto do processo e promotor do servico. Um quadro conceitual e proposto relacionando os papeis que o cliente pode desempenhar com funcoes que na perspectiva da empresa agregam valor. Com o proposito de investigar a ocorrencia destes papeis e o modo como os mesmos sao explorados, foi realizado um estudo de multiplos casos em quatro empresas de servicos que tem como objeto principal de seu processo os proprios clientes. Nos processos considerados, foi constatado que o cliente e diretamente envolvido na entrega dos servicos contemplando-se oportunidades para o exercicio da maior parte dos papeis discutidos. Verificou-se, tambem, que diferentes estrategias para efetivar e/ou aperfeicoar a participacao do cliente podem ser buscadas pelas empresas e assim promover maior envolvimento dos clientes.

Estudo comparativo das ferramentas para mapeamento das atividades executadas pelos consumidores em processos de serviço

The objective of this article is to explore the potential application of mapping tools to build process maps that bring into view the activities performed by consumers in service processes. The article addresses a set of tools, namely, SIPOC, Flowchart, Blueprint, Process-Chain-Network, Consumption Map, SERVPRO, and Activity Chart, exemplifying their application in the building of maps that offer different visions for an online shopping process undertaking the approach of hierarchical decomposition in the analysis of a consumer’s activities flow. These tools are analyzed with regard to their capacity to represent the different aspects of the mapped process, considering characteristics such as the graphic representation form and the focal points, scope, and granularity of the visualization they provide. Finally, a comparative evaluation of the informative capacity of these tools is presented, which highlights the distinct attributes of each one.

Desenvolvendo Indicadores de Produtividade e Qualidade em Hospitais: Uma Proposta de Método

Este artigo contempla a necessidade de tornar o processo de gestao mais integrado e efetivo na busca de melhores resultados em organizacoes da area da saude, nas quais a pratica da avaliacao de desempenho ainda nao esta tao amplamente disseminada. Para isso, propoe um metodo para estabelecer indicadores de produtividade e qualidade em hospitais, com base em conceitos da gestao por processos e abordagem sistemica. O metodo proposto foi aplicado em uma pesquisa-acao realizada no contexto de um grande hospital que vem empreendendo esforcos para se firmar como um centro de referencia promovendo a melhoria de seus padroes de atendimento. O trabalho explicita como um sistema de indicadores de desempenho deve ser criado a partir da identificacao dos processos-chave da organizacao. Ao final, fornece um exemplo de aplicacao mostrando como o metodo proposto estrutura a sequencia dos passos requeridos para a definicao, selecao e medicao destes indicadores.

OS PAPÉIS DO CLIENTE NOS SERVIÇOS: UMA DISCUSSÃO ACERCA DAS POSSIBILIDADES DE PARTICIPAÇÃO DO CLIENTE NA CRIAÇÃO DE VALOR E MELHORIA DA QUALIDADE

Varios trabalhos tem demonstrado a importância da maior participacao do cliente nos processos produtivos como um meio para o aumento da qualidade e/ou produtividade dos servicos. Envolver os clientes nos servicos impoe a necessidade de se discutir os papeis que ele pode desempenhar. Nesta direcao, alguns autores advogam a necessidade das empresas implementarem novos papeis de clientes que propiciem tambem uma efetiva agregacao de valor ao proprio negocio. Neste sentido, algumas empresas buscam nao apenas um maior conhecimento acerca dos seus clientes, mas tambem objetivam a aquisicao do conhecimento dos mesmos. Diante desta nova realidade, o presente trabalho explora os diferentes papeis que o cliente pode desempenhar nos servicos. Onze diferentes papeis foram identificados: cliente como agente de inovacao, comprador, competidor para o servico, co-produtor, concorrente ou parceiro de outros clientes, instrutor, recurso para o processo, usuario, auditor, produto do processo e promotor do servico. As diferentes estrategias existentes na literatura de marketing e de operacoes de servicos para o provedor efetivar e/ou aperfeicoar a participacao dos mesmos sao tambem apresentadas. Finalmente, este artigo apresenta resultados de estudos de casos conduzidos em organizacoes que processam os proprios clientes em que varias destas estrategias foram identificadas e sao discutidas.