Os conceitos de valor do ponto de vista do cliente e de eliminação de desperdícios nos processos de manufatura são amplamente conhecidos no meio acadêmico. No entanto, a ênfase em melhoria nos processos de serviços ainda é pouco explorada, sobretudo em serviços públicos. Nessas organizações, há um consenso de que os serviços não atendem à qualidade desejada pelos cidadãos, pois não se estruturam em torno do que é valor para o cliente. Além disso, o conceito de valor, embora tão enfatizado pelo Lean, ainda é pouco explorado na prática, inclusive na manufatura, contexto de origem da metodologia. Diante desse cenário, os objetivos deste trabalho são: investigar o modo como o Lean é aplicado no serviço publico, utilizando-se de experiências mundiais de programas de melhorias em governos; propor um modelo de implantação dos princípios Lean em órgãos públicos; e testar esse modelo em um estudo de caso. Os resultados da pesquisa são apresentados em três artigos. No artigo 1, foi realizada uma revisão de literatura de forma a identificar o modo como a metodologia é comumente empregada no serviço público, demonstrando que as experiências são limitadas à eliminação de desperdícios em processos internos, sem contemplar os princípios de valor do ponto de vista do cliente e de melhoria contínua No artigo 2, foi proposto um modelo de referência concebido de modo a possibilitar o emprego em órgãos de diversas naturezas, em projetos isolados ou completos, para intervenção nos serviços e processos já existentes ou na concepção de novos, contemplando as noções de valor do ponto de vista do cliente e de melhoria contínua. Posteriormente, no artigo 3, o modelo foi utilizado para subsidiar a implantação dos princípios Lean na estruturação do núcleo de comunicação da Faculdade de Ciências Econômicas da Universidade Federal do Rio Grande do Sul, a partir de uma estratégia descentralizada de mudança, ou seja, conduzida pelos níveis intermediários de gestão. Como o processo consiste na concepção do núcleo, projeto ainda em andamento, o terceiro artigo apresenta os passos iniciais de uma jornada de melhoria contínua em busca da qualificação dos serviços públicos. / In manufacturing processes, concepts of value from the customer's point of view and waste elimination are widely known in academia. However, the emphasis on process improvement in services context is still under-explored, especially in public services. In these organizations, there is a consensus that services do not meet the quality desired by citizens, as they are not structured around what is value for the client. In addition, the concept of value, although emphasized by the Lean, is still under-explored in practice, including in manufacturing, where the methodology was originated. In this scenario, the objectives of this work are: to investigate how the Lean is applied in the public service, using global experiences of government improvement programs; to propose a model for implementing Lean principles in public bodies; and to test the model in a case study. The results of the research are presented in three papers. In the first paper, a literature review was carried out in order to identify how the methodology is commonly employed in the public service, demonstrating that experiences are limited to waste elimination in internal processes, without considering the principles of value from the customer’s point of view and continuous improvement In the second paper, a reference model was designed to allow the use of bodies of different natures, in isolated or complete projects, to intervene in the existing services and processes or in the design of new ones, contemplating the notions of value from the customer’s perspective and continuous improvement. Subsequently, in the third paper, the model was used to support the implementation of Lean principles in the structuring of the communication center of the Faculty of Economic Sciences of the Federal University of Rio Grande do Sul, based on a decentralized strategy of change, that is, conducted by intermediate levels of management. As the process consists of the design of the core, a project still in progress, the third article presents the initial steps of a journey of continuous improvement in pursuit of the qualification of public services.

O presente trabalho teve o objetivo de avaliar o potencial da implantação dos métodos do modelo de gestão denominado mentalidade enxuta em processo de colheita mecanizada, transferência e transporte de cana de açúcar e da colheita mecanizada e transporte de eucalipto. As avaliações foram realizadas em duas usinas de cana de açúcar, localizadas no Estado do Paraná e São Paulo e em Unidade Florestal para fornecimento de matéria prima à indústria de produção de placas de fibras a partir do eucalipto. O estudo foi desenvolvido com o mapeamento de processo, levantamento de dados para modelagem em sistema computacional para simulação de eventos discretos, mapeamento do fluxo de valor nos estados presente e em cenário proposto com melhorias denominado estado futuro, o qual é simulado para avaliação. Foi identificada a possibilidade de obtenção de melhor desempenho em termos de eficiência e produtividade fazendo uso da avaliação seguindo os conceitos da metodologia, conforme resultados das simulações. Concluiu-se que o emprego dos métodos pode contribuir para obtenção de melhores resultados nas atividades analisadas por meio da redução dos desperdícios. / This study aimed to evaluate the potential of the implementation of methods from management model called lean thinking in mechanical harvesting, transfer and transport of sugar cane and mechanical harvest and transport of eucalyptus processes. The evaluations were carried out in two sugar cane mills, located in the state of Paraná and São Paulo and Forestry Unit to supply raw material from eucalyptus to fiberboards production industry. The study was performed by process mapping, data collection for modeling in computer system for discrete event simulation, value stream mapping in present state and proposed improved scenario called future state, which was simulated for evaluation. It has been identified the possibility of obtaining better performance in terms of efficiency and productivity, according to the results of the simulations, making use of the methodology concepts. It has been concluded that the use of the methods could help to achieve better results in the activities analyzed by the waste reduction.

A implantação de um processo ou programa de melhoria contínua pode ser verificada amplamente no contexto organizacional. Para que produtos, processos e serviços sejam melhorados é necessário a realização de intervenções, usualmente denominadas projetos de melhoria. Os profissionais, membros da organização, devem estar aptos, disponíveis e engajados na identificação, seleção e condução de projetos de melhoria. O presente estudo visa identificar elementos relevantes para a transformação efetiva de profissionais, membros da organização, em agentes internos de melhoria. Uma pesquisa de campo, de caráter exploratório foi realizada, utilizando a metodologia de estudo de casos múltiplos. Foram pesquisadas três montadoras onde foram capacitados 410 agentes internos de melhoria durante os anos de 2012 e 2014. Os elementos identificados como relevantes tiveram origem na revisão bibliográfica e nas evidências de pesquisa de campo. Recomendações a prática gerencial e a teoria acadêmica foram listadas, incluindo as limitações das conclusões. / The implementation of a continuous process or program can be broadly verified in the organizational context. In order to improve products, processes and services, it is necessary interventions, usually called improvement projects. The employees shall be qualified, available and committed in the identification, selection and implementation of improvement projects. This current study has the purpose to identify relevant elements for the effective transformation of employees into continuous improvement internal agents. This study is exploratory and a multiple case study research. Three automotive industries were researched which were qualified 410 improvement internal agents between 2012 e 2014. The elements identified as relevant came from bibliography review and from the evidenced from the field research. Recommendation to the managerial practice and to the academic theory were listed, including the limitations of the conclusions.

A Construção Civil é conhecida como uma das indústrias com mais baixa produtividade da mão de obra se comparada com as demais indústrias. Entre os diversos fatores para tal baixa produtividade, a gestão é apontada como o maior deles. Como alternativa para melhorar a produtividade da mão de obra na construção, foram estudados dois temas: padronização de processos produtivos e melhoria contínua. Este trabalho tem como objetivos: descrever o processo de implantação destes dois temas em uma obra de infraestrutura, evidenciar as vantagens de sua aplicação, propor uma metodologia prática de integração entre padronização de processos produtivos e melhoria continua, e por fim, consolidar os temas estudados. A metodologia para cumprir esses objetivos utilizou-se de uma revisão bibliográfica sobre Lean Construction, que serviu como base para aplicação dos conceitos, melhoria contínua, produtividade de mão de obra e padronização de processos de produção e uma pesquisa-ação, na qual o autor participou ativamente da pesquisa. Durante a pesquisa, foram desenvolvidos um formulário para captura de melhorias realizadas pelas equipes de produção chamado de Kaizen e procedimentos operacionais para padronizar os processos de produção. O impacto da aplicação destas ferramentas foi medido na produtividade da mão de obra em diversas equipes de produção de dutos. Como resultado houve um aumento da produtividade nas equipes, uma menor variabilidade da produção e a diminuição de interrupções da produção. Por fim, é feita uma proposta de integração prática dos conceitos apresentados. / Civil Construction industry is known as one of the less productive compared to other industries. Among many factors for such low productivity, the management is pointed as the major one. As an alternative to enhance labor productivity in the construction industry, two topics were researched: standardization of production procedures and continuous improvement. The objective of this research is: describe the process of execution of these two topics in an infrastructure construction project, to evidence the vantages of its application, propose a useful methodology to integrate the standardize production procedures and the continuous improvement, and at last, consolidate the both researched topics. The methodology to fulfill these objectives was a literature review about Lean Construction, which is the foundation to the application of the two concepts, continuous improvement, labor productivity, standardization of production procedures and an action research, that the author had an actively participation. During the research, it was developed a form to capture the improvements made by the production teams called Kaizen and operational procedures to standardize production processes. The impact of this tools´ application was measured at the labor productivity rate in different pipeline production teams. As a result, there was an increase of productivity in all teams, a decrease in the production variability and the decrease of production time interruptions. At the end, it is made a proposition of useful integration of the concepts researched.

5S is a technique used alongside methodologies such as lean, total quality management and six-sigma for continuous improvement and workplace standardization. Nonetheless, despite the upsurge in the implementation of 5S by lean manufacturing facilities and other industries, educational laboratories appear to be lagging. Taking into consideration the benefits of implementing 5S within industry, it has become crucial to replicate the technique in an educational laboratory to obtain equivalent results. To upgrade educational laboratories into industrial laboratories, 5S (sort, set in order, shine, standardize, and sustain) is required to improve the laboratory’s ergonomics that subsequently increases efficiency, productivity, and lessens waste amongst many other benefits. The aim of this study was to: first, standardize the surveying laboratory in Western Kentucky University by implementing 5S. Second, evaluate the impact of 5S based on the chosen performance indicators such as efficiency, workspace, equipment search time, working environment, and safety. To evaluate the impact of 5S on the selected performance indicators, study participants responded to a survey instrument pre and post 5S implementation. In addition, observations were made to assess the impact. The results showed that there was a perceived improvement in efficiency, workspace, equipment search time, working environment and safety.

Organizations around the world have attempted to implement the concepts of the Toyota Production System (TPS), commonly referred to as Lean, with limited sustainable success. The central principles of TPS, continuous improvement and respect for people, are grounded in the Japanese values of Monozukuri and Hitozukuri. Monozukuri deals with creating or making a product, while Hitozukuri conveys the idea of developing people through learning. In order for organizations to adopt these values they must have a system that engages employees at all levels in applying problem solving to improve their work. This research uses organizational assessments obtained from a variety of organizations implementing the lean approach using the Monozukuri and Hitozukuri values, referred to as the True Lean System (TLS). This research uses an inductive research approach to identify and analyze factors that impact the use of problem solving within organizations implementing a TLS. First, the qualitative assessment data is studied using textual analysis to identify themes impacting TLS. This analysis identified three topics as the highest weighted themes: number of problem solving methods, standardization, and employee roles. This qualitative data is then transformed using an integrated design model to systematically code the information into quantitative numerical data. Finally, this data was analyzed statistically by logistic regression to identify the factors impacting the use of problem solving within these organizations. The results from the logistic regression suggest that the most successful problem solving organizations have established standards for work and training employees; as well as, a single problem solving method that all employees use when identifying and implementing continuous improvement ideas. Which leads to the conclusion, in order for an organization to sustain the concepts of TPS, there must be a focus on defining clear standardized work, training, and the implementation of a single problem solving method.

Manufacturing firms can incur losses of up to 100% due to costs of poor quality (COPQ) in the form of internal and external product failures, rework, and scrap. The purpose of this single case study was to explore what quality improvement strategies senior manufacturing production managers used to reduce COPQ and increase profit. The participants selected were 3 production managers in 1 small-sized manufacturing company in the southeastern region of the United States with successful strategies to lower COPQ. The conceptual framework of this study was based on total quality management theory. Data collection was through face-to-face interviews and from a review of company documents. Yin's 5-step process was used to analyze the data. Three key themes emerged during data analysis: continuous improvement, quality assurance, and institutionalizing training. Manufacturing managers can use these strategies to lower COPQ and increase profits. The findings can contribute to social change by increasing individuals' sense of dignity and self-worth through the manufacturing firm leaders' ability to increase employment rates.

Mandates have been issued for educators to collaborate and improve student achievement, requiring a change in instructional practices through teacher talk. Teachers have struggled to make the transitional conversion from team planning to observed changes in instructional practices with evidence of improvement. The purpose of this qualitative study was to examine how teachers collaborated while following the Ohio Improvement Process. The purpose was then to make data-driven changes regarding instructional practices in the continuous improvement cycle. The conceptual framework was constructed from the teachers' dialogic stances towards talk of instruction, along with the intellectual and emotional attitudes teachers have about making changes. The guiding research question examined the ways teachers have been influenced by each other to make changes in instructional practices. The case study design observed a sample of 10 teachers from two teacher-based teams, with five of those teachers being interviewed. Observational data were examined for dialogic stance toward talk of instructional practices, whereas interview data were analyzed looking for evidence of the cognitive restructuring. Statements were categorized as motivations and influences. The analysis revealed that the teachers are changing their thinking through motivations and influences from collaboration. Literature has supported the findings that teachers could benefit from a gradual implementation process leading to the continuous improvement cycle. By developing a policy recommendation paper with a focus on teacher learning, positive social change may include preparing and empowering teachers for the changes that occur through collaboration.

Nonprofit organization leaders face increased performance and sustainability challenges due to reduced funding. Approximately 72% of nonprofit revenues required for the sustainability of nonprofit organizations come from program services, which are threatened by ineffective improvement strategies and reduced program funding. Using the conceptual framework of total quality management, the purpose of this multicase study was to explore strategies that nonprofit leaders use to implement successful continuous improvement programs to increase revenue. The population for this study was leaders of nonprofit organizations in Delaware. Participants were purposefully selected for their successful experience in implementing continuous improvement strategies in nonprofit organizations. Data were collected via semistructured face-to-face interviews from 4 nonprofit organization leaders and review of publicly accessible, online organizational documents related to the implementation of continuous improvement programs. Data were analyzed using methodological triangulation through inductive coding of phrases and words. Three themes emerged from this study: leadership strategies for holistic focus on process improvement, leadership focus on organizational strategy, and specific focus on functions of leadership. Nonprofit leaders should embrace continuous improvement applications traditionally applied in for-profit sectors. Nonprofit leaders could apply continuous improvement strategies to enhance performance and boost revenue. Implications for positive social change include developing sustainability and longevity in nonprofit organizations to help nonprofit leaders address larger problems, such as homelessness, disease, lack of cultural acceptance, and environmental sustainability.

<p>The overall purpose of this paper is to investigate the implementation of Continuous Improvement (CI) in companies from Sweden, Netherlands, Spain, Italy, Australia and United Kingdom.This paper used the 2nd international CI survey to analyze CI behavior. The analysis was made by comparing the tools in clusters defined by different CI abilities.The major finding is that different CI tool usage depends on the different CI ability</p>