Kvalitet och hög prestanda är något som alla tillverkande företag strävar efter. Det är något som attraherar kunder och som är en vital del för att företaget inte skall behöva utföra omarbeten på grund av bristande kvalitet. Det är även viktigt för att företaget ska vara konkurrenskraftigt. Bristande kvalitet kräver mycket arbete av företaget vilket gör det extra viktigt med ett kvalitetsarbete som fångar upp de avvikelser som sker och som finner rotorsaken till problemet så att detta inte återkommer. Denna studie utfördes på Volvo Cars i Torslanda och syftar att se över Volvo Cars arbetssätt vid kvalitetsavvikelser. Teorin går igenom aktuella filosofier och ger en förståelse främst inom lean produktion. Den adresserar även vilka verktyg som används inom förbättringsarbeten. Dessa filosofier och verktyg anses vara vitala för att förstå studien. Studien syftar till att undersöka en befintlig kvalitetsavvikelse på ett tillverkande företag där problemet inte kunnat lösas internt. Genom att studera hur företaget arbetar med sitt kvalitetsarbete kommer en fallstudie att göras, samtidigt som det givna problemet kommer studeras och förbättringsförslag tas fram med målet att lösa problemet. Med hjälp av kvantitativa och kvalitativa data, som studerats och analyserats, har ett resultat presenterats där tillhörande förbättringsförslag har tagits fram. Med hjälp av dessa förslag kan företaget ta lära samt utveckla sitt eget kvalitetsarbete. Studiens resultat påpekar att det finns brister internt inom fallföretaget där konflikter uppstår som ett resultat av organisationens brist på utbildning inom personalstyrkan. Som ett resultat av detta är det ingen som är villig att ta på sig skulden av kvalitetsavvikelserna. Största orsaken är att det är tidskrävande och att de metoder och verktyg som är framtagna intern inom företaget inte alltid räcker till. Detta tillsammans med att personalen inte har tillräckligt med utbildning försvårar arbetet med kvalitetsavvikelser samt förmågan att lösa avvikelser likt det studien tar upp. / Quality and high performance are something that all manufacturing companies strive to achieve. It is something that attracts the customer, and it is a vital part to avoid re-work due to quality issues. It is also of high importance for the company to keep its competitiveness. Defective quality requires excessive work from the company which makes the quality work and its problem solving methods so important. This case study was made at Volvo Cars in Torslanda and its goal is to analyze Volvo Cars quality solving methods. The theory is based on philosophies that are acknowledged particularly in lean management. It also addresses the tools that are used mainly in the problem solving methods. These philosophies and tools are considered to be vital for the understanding of this study. The purpose of this study is to examine current quality deviations at a manufacturing company where the quality issues has not been able to be solved internally. Through analyzing how the company performs its quality work today a case study will be performed, the current issues will be analyzed, and improvement proposals will be produced with the goal to solve the current quality issues. With help from the quantitative and qualitative data that has been studied and analyzed, a result has been presented where improvement proposals have been produced. With these proposals the company can learn and develop their current way of working with their quality. The conclusion of the case study is showing that the internal handling and communication of quality issues is not treated in the correct way due to lack of education within the staff. As a result of this no one is willing to take responsibility to the quality defects. One main reason is that it is time demanding and the tools methods that the company provides are not enough to tackle these types of issues.This in combination with lack of education complicates the quality work and the ability to solve the deviations similar to the ones examined in this study.

Att optimera hålrumshalten i färdig beläggning är essentiellt bland annat för att en vägkonstruktion inte ska få sprickor, spårbildning eller andra deformationer vid temperaturväxlingar  (Monismith, 1992). Eftersom både återvunnen och jungfrulig asfaltmassa består av stenmaterial, bitumen och tillsatsmedel är återvunnen asfalt värd den jungfruliga massans vikt ton för ton vid utbyte i ett arbetsrecept (Brock & Richmonds, 2007). I takt med att asfaltåtervinning blivit vanligare ökar dock komplexiteten, då återvunnet material är betydligt svårare än jungfruligt att karaktärisera (Karlsson & Isacsson, 2006). Eftersom användningen av återvunnet material förväntas öka samtidigt som lite forskning gjorts i ämnet är det därför av vikt att undersöka hålrumshalter vid kalltillsatt asfaltåtervinning. För studien undersöktes asfaltmassan ABT11 160/220 vid kalltillsättning av upp till 25 % asfaltåtervinning. Sex Sigmas problemlösningsmetodik DMAIC, vilket står för ett projektbaserat förhållningssätt i de fem faserna define, measure, analyze, improve och control, användes för att få en djupgående förståelse för hålrumsproblematiken. I metodiken användes i sin tur statistisk processtyrning och försöksplanering för att svara på studiens syfte, vilket var att granska och utvärdera orsakerna till varför hålrumshalter under asfalttillverkning varierar vid tillsättning av kallt asfaltgranulat samt ge rekommendationer för en förbättrad produktion med avseende på hålrumshalt. Efter granskning av historiska data, beräkningar, intervjuer och observationer ansågs de viktigaste orsakerna till hålrumsvariationer uppkomma från de fem källorna datahantering, kommunikation, resurshantering, materialkunskap och organisationskultur, där de två sistnämnda ansågs vara rotorsaker. På grund av examensarbetets avgränsning granskades endast materialkunskapen mer djupgående. För att fördjupa materialkunskapen valdes faktorerna asfaltåtervinning, jungfruligt bitumen, jungfruligt filler samt tillverknings- och instampningstemperatur ut för fortsatta studier genom två experiment. I det första experimentet granskades hur hålrumshalten påverkades av olika instampningstemperaturer genom en OFAT-studie och i det andra experimentet ansattes ett 24-1 faktorförsök enligt Splitplot där hålrummet mättes vid vanlig instampningstemperatur (135 ˚C) samt genom en vägsimulering. Resultatet från det första experimentet uppvisade ett förhållande enligt ett tredjegradspolynom mellan hålrum och instampningstemperatur med stora hålrumsförändringar under 125 ˚C och över 145 ˚C. Detta medför att det är av än större vikt att kontrollera temperaturen för lågtempererad massa och massa med mycket återvinning för att uppnå godkända hålrum vid utläggning. Det andra experimentet visade att även bitumen och återvinning är signifikanta effekter för hålrummet, där minskade bitumenhalter och ökade återvinningshalter medför högre hålrumshalter samt att återvinningshalter över 15 % medför oönskad ökning av hålrumshalter vid utläggning på väg. För att avhjälpa orsakerna till hålrumsvariationerna rekommenderas att data samlas, utvärderas, kommuniceras och följs upp i större utsträckning genom användning av statistisk processtyrning, värdeflödesanalyser och fortsatta materialstudier. Organisationskulturen bör förändras för att skapa en förståelse för vikten av rekommenderade metoder. Kan rekommendationerna följas innebär det en uppskattad ekonomisk besparing på 11 520 000kr/år, samtidigt som det skulle innebära miljömässiga fördelar i form av bland annat ett minskat uttag av ändliga resurser och minskade CO2-utsläpp. / Optimizing void volumes are essential for the serviceability of asphalt concrete pavements, as fatigue cracking, rutting and other permanent deformations can be caused by e.g. temperature changes (Monismith, 1992). Since both reclaimed asphalt pavement (RAP) and virgin asphalt concrete consist of mineral aggregate, bitumen and additives, RAP is worth the virgin material it replaces ton for ton (Brock & Richmonds, 2007). As the use of RAP becomes more and more popular, the complexity of asphalt manufacturing increases (Karlsson & Isacsson, 2006). This, because the recycled material is harder to characterize than virgin material. Since the usage of RAP is expected to increase in hot-mix asphalt (HMA), while little research has been made in the field of cold feed RAP, it is of great importance to investigate the void volumes with this method. During this study, ABT11 160/220 with the addition of up to 25% cold feed RAP was therefore investigated. Six Sigma’s project improvement methodology DMAIC, acronym for the five phases define, measure, analyze, improve and control, were used to get an in depth understanding for the variations in void volumes. In this method, Statistical Process Control and Design of Experiments were used to answer the research purpose, which was to investigate and evaluate the reasons to why void volumes during asphalt manufacturing varies when adding cold RAP and give recommendations for an improved production regarding void volumes. After an investigation of historic data, calculations, interviews and observations, the most important causes for variations in void volumes came from data collection, communication, resource management, material knowledge and organizational culture, where the last two are seen as root causes. Because of the research delimitations, only the material knowledge was looked into further. To extend the knowledge of the material, the factors RAP, virgin bitumen, virgin filler, manufacturing temperature and temperature for Marshall testing were analyzed through two experiments. In the first experiment, the relationship between void volumes and the temperature for Marshall testing were investigated through an OFAT study, and the second experiment was made through a 24-1 factorial design according to Split plot, in which the void volumes were measured through the normal Marshall testing temperature (135 ˚C) and through a road simulation.  The OFAT result showed that a third degree linear relationship is present between the void volumes and the Marshall testing temperature, with large changes for temperatures lower than 125 ˚C and greater than 145 ˚C. This entails an increased importance of controlling the temperature for warm-mix asphalt (WMA) and asphalt with increased volumes of RAP. The Split plot experiment showed that also bitumen and RAP are significant effects for the void volume, where decreased volumes of bitumen and increased volumes of RAP entails higher void volumes in the pavement. Over 15 % RAP also entails greater void volumes. To decrease the causes for variations in void volumes, the recommendation is to collect, evaluate, communicate and follow up data at a higher extent through implementation of statistical process control, value flow analysis and continued material studies. The organizational culture ought to be changed to create an understanding of the recommended methods. If the recommendations are followed, estimated economic savings of 11 520 000kr/year can be a reality, as well as environmental benefits of e.g. a decreased use of finite resources and reduced CO2 emissions.

Punktlighet är ett viktigt mätetal inom järnvägsindustrin, men också en stor utmaning. Ett övergripande mål i Sverige är att samtliga tåg, både person- och godståg, ska ha en punktlighet på 95% vid slutdestinationen, där tåg som anländer högst fem minuter efter utsatt tid räknas som punktliga. Under 2019 var godstågens punktlighet 77,9%. Försenade godståg innebär stora kostnader i form av kvalitetsavgifter för den part som orsakat förseningen, samhällsekonomiska kostnader samt ett förlorat förtroende för järnvägen där kunder väljer andra transportslag för att garantera att varorna anländer i tid. Syftet med examensarbetet är att identifiera vilka faktorer som påverkar godstågens punktlighet samt att ta fram rekommendationer för hur punktligheten kan förbättras. För att uppfylla examensarbetets syfte delades projektet upp i två delmål som besvarades genom att tillämpa problemlösningsmetodiken DMAIC. Det första delmålet var att identifiera hur godstågens punktlighet påverkades av att avgå utanför utsatt tid. Detta undersöktes genom att jämföra hur godstågens resor förändrades då de avgått punktligt samt tidigare eller senare än planerat. Genom att visualisera hur genomsnittet av respektive resa sett ut och jämföra dessa med varandra kunde det påvisas att avgångstiden inte är den mest betydande faktorn för godstågens punktlighet. Detta för att resan såg liknande ut oavsett då tågen avgick och den totala restiden skiljde sig inte åt nämnvärt. Det framkom även att tåg som avgår punktligt får färre merförseningar än tåg som avgår utanför gränserna för punktliga tåg. Det andra delmålet var att identifiera vad som påverkar godstågens punktlighet längs sträckan. Detta undersöktes genom att studera godstågens tidsavvikelse vid samtliga trafikplatser längs sträckan samt att analysera de orsakskoder som rapporterats in för respektive tågresa. Här påvisades att tågen inte körs enligt framtagen tågplan, vilket påverkar punktligheten negativt. Några identifierade orsaker till detta är att de olika tåguppdragen har olika förutsättningar att köra samma sträcka, trots att de har samma största tillåtna hastighet. Samt att det finns tåguppdrag som systematiskt reducerar den framförda hastigheten på grund av minskad bromsverkan, vilket i sin tur beror på dåliga vagnar eller för långt/tungt tågekipage. Utöver de två delmålen identifierades även att det fanns bristande datakvalitet i den inrapportering av orsakskoder som tillämpas idag. Exempelvis saknades dryga 40 % data för att förklara varför en merförsening uppstått. Examensarbetet resulterade i tre rekommendationer för hur godstågens punktlighet kan förbättras och dessa var: Kontinuerlig dialog mellan berörda parter för att ta fram en mer tillförlitlig tågplan. Systematiska avvikelser från tågplanen ska ha en högre kvalitetsavgift vid förseningar. Förbättra analysunderlaget genom en bättre inrapportering av orsakskoder. / Punctuality is an important measurement in the railway industry, but also entails some challenges. In Sweden there is an overall goal that both passenger- and freight trains should have a 95% punctuality when they arrive at their final destination, where trains who arrive at their final destination less than five minutes after scheduled arrival counts as punctual. During 2019 the punctuality for freight trains was 77,9%. Delayed freight trains are connected to large costs for both the railway industry and for the society. The purpose of this master thesis is to identify which factors affect freight train punctuality and to find recommendations on how to improve it. To fulfill this purpose, the project was divided into two milestones that were answered by applying the problem-solving methodology DMAIC. The first milestone was to identify how punctuality was affected by freight trains departing outside of their appointed departure time. This was done by comparing how journeys differentiated when trains departed punctually as well as earlier or later than planned. By comparing these with each other it was proven that departure time is not the most affecting factor when it comes to freight train punctuality. Because each trains journey had a similar pattern regardless of when they departed and the travel time for the trains did not differ significantly. Furthermore, it was found that trains that are punctual at their time of departure have less delays during the trains entire route than trains who depart outside of the time-window for punctual departure.  The second milestone was to identify what affected the freight train punctuality during the trains entire route. This was done by investigating the time deviation for each train at every measurement point during the route and by analyzing the reasons for time deviation. It turned out that the trains did not run according to the set timetable, which affected the punctuality in a negative way. A few identified reasons for this was that different trains had different prerequisites to drive the same route, even though they are planned for the same speed. And that some trains systematically reduced their speed due to a lack of breaking capacity, as a result of the train being too long or heavy. Beyond the two milestones it was identified a lack of data quality in the reporting of reasons for time deviation. For example, about 40 % of data was missing that could have further explained why the trains where delayed.  The master thesis resulted in three recommendations for how freight train punctuality can be improved, and these were: Continuous dialogue between affected parties to make a timetable that is more reliable. Systematic deviations from the timetable should have a higher cost for causing these. Improved data quality for further analysis of why delays occur.

Bakgrund Överfulla akutmottagningar på akutsjukhusen är en aktuell diskussion som även rapporterats i media. För få vårdplatser och personalbrist anges bland annat som orsaker, vilket är en negativ påverkan för både arbetsmiljö och patientsäkerheten på akuterna. Samtidigt har vi en utmaning i en åldrande befolkning och brist på arbetskraft inom välfärdssektorn. Det sätter nya arbetssätt även i fokus.   Syfte  Syftet är att identifiera orsaker, konsekvenser och möjliga lösningar till kvarstannande problematiken för patienter på akuten som är klara för inläggning men väntar på vårdplats.    Teori De teoretiska ramverken som används är processteori, förbättringsteori samt teorier avseende kapacitetsplanering.   Metod Studien har en kvalitativ design som en fallstudie. En litteraturstudie för att inhämta teorier och metoder. Primärdata i den empiriska delen via observationer, intervjuer och webenkät med en svarsfrekvens på 25 %. Sekundärdata inhämtas från verksamhetens processbeskrivningar, statistik och övriga dokument. DMAIC-modellen används för att strukturera resultaten samt för analysen.   Resultat 10 % av inläggningarna når målvärden för totala ledtider, där variationen mellan mottagande enheter är stor. Bristande kompetens, bristande följsamhet, fördröjda beslut, ökat antal äldre som får vänta länge, som hänger ihop med brist på vårdplatser samt otillräcklig tillgänglighet i andra vårdformer beskrivs som orsaker.    Slutsats Prioriterade lösningar är utöver vårdplatssituationen att stärka kompetens tidigare i mottagandet vid akuten. DMAIC-metoden fungerar väl för att strukturera, analysera och prioritera möjliga förbättringsförslag vid kvarstannande på akuten. / Background Overcrowded emergency departments are a current discussion and reported in media. Hospital bed and staff shortages are given as reasons. This has a negative impact on work environment and patient safety. However, we have a challenge in an aging population and a lack of staff in the welfare sector. This puts new working methods in focus.   Purpose The purpose is to identify causes, consequences, and possible solutions to crowding in the emergency department.   Theory The theoretical frameworks used are process theory, improvement theory and theories regarding capacity planning.   Method The study has a qualitative design as a case study. A literature study to obtain theories and methods. Primary data in the empirical part via observations, interviews, and a web survey with a response rate of 25%. Secondary data is obtained from the process maps, statistics, and other documents. The DMAIC model is used to structure the results and for the analysis.   Results 10% of patients reach target values ​​for total lead times, where the variation between receiving units is large. Lack of competence, lack of compliance, delayed decisions, increased number of elderly people who must wait a long time, which relates to a lack of beds and insufficient availability of other forms of care are described as causes.   Conclusion Priority solutions are, in addition to increase the number of beds, to strengthen skills earlier in reception at the emergency department. The DMAIC method works well for structuring, analyzing, and prioritizing possible improvement proposals when staying in the emergency room.

Made available in DSpace on 2016-06-02T19:50:28Z (GMT). No. of bitstreams: 1 TeseABS.pdf: 2232752 bytes, checksum: a1757428e1651e0e6c2121d798b0d831 (MD5) Previous issue date: 2006-02-09 / With the growth of customer demand level, at last two decades it appeared quality improvement approach focusing customer satisfaction as the way to the organizations improve the efficiency and effectiveness of their processes. Though this, to get their aim, it was necessary broke some paradigms; to stimulate creativity; to innovate; to intensify the effort to reduce processes variation; and above all to assume customer satisfaction in all operations as a priority. Six Sigma approach has been solidifying as an efficient alternative to organizational growth on the strength of quality levels elevation. But, how can we define Six Sigma? Making a theoretical and conceptual research several definitions founded in literature were rescued and examined with purpose to compose a broader definition which translates better Six Sigma meaning. About structure of Six Sigma Quality Program (PQSS), this thesis became as a link between theory and practice when it aided others theories to Six Sigma context and when it used empirical subsidies to identify and evaluate the essential components to structure the PQSS. The empirical subsidies were obtained from qualitative research (case studies) involving four Brazilian subsidiaries of American multinational companies. After to analyze the empirical evidences, it was possible to formalize a set of arguments to purpose a Reference Model to structure the PQSS. This model is sustained by the followings components: strategic orientation; statistical thinking; performance measurement; Six Sigma methodology; and people graduation and qualification. To evaluate the Reference Model it was developed a quantitative research based in Green belts, Black belts and Master Black belts information. Statistical results showed that each one of these components has a meaningful relevance to compose the minimal structure to the PQSS. As principal conclusions this thesis highlights: (1) the PQSS as an integrator program of strategic and operational objectives; (2) strategic orientation and alignment are fundamental to define Six Sigma projects; (3) the use of performance measures increases the potential of Six Sigma projects; (4) its not clear for many specialists that statistical thinking is a background to PQSS; (5) Six Sigma projects are catalysts of a system which uses these projects to reflect it strategic orientation and customer focus importance to get measurable results; and (6) the Reference Model can be valid and can be utilized to structure or re-structure the PQSS implementation. / Com o aumento do nível de exigências dos clientes, as iniciativas de melhoria da qualidade que surgiram nas últimas duas décadas focaram fortemente a satisfação do cliente como o caminho para as organizações aumentarem a eficiência e a eficácia de seus processos produtivos. Todavia, para trilharem este caminho, foi necessário quebrar paradigmas; estimular a criatividade; inovar; intensificar o esforço em reduzir a variação dos processos; e, sobretudo, priorizar a satisfação dos clientes em todas as operações. O Seis Sigma é uma abordagem que vêm se consolidando como uma forma eficiente de crescimento organizacional, decorrente da elevação dos níveis de qualidade. Mas, afinal, como Seis Sigma é definido? Por meio de uma pesquisa teórico-conceitual, diversas definições encontradas na literatura foram resgatadas e analisadas visando compor uma definição mais ampla, e que traduza melhor a abrangência do Seis Sigma. No tocante ao Programa de Qualidade Seis Sigma (PQSS), esta tese trouxe um enlace de teoria e prática ao incorporar outras teorias ao contexto do Seis Sigma, e ao agregar subsídios empíricos para identificar e avaliar componentes que são essenciais para estruturar o PQSS. Estes subsídios decorreram de uma pesquisa com abordagem qualitativa realizada com quatro subsidiárias brasileiras de empresas multinacionais americanas (estudo de casos). Após análise das evidências empíricas foi possível formalizar um conjunto de argumentos que levaram a proposição de um Modelo de Referência para estruturar o PQSS, o qual é sustentado basicamente pelos seguintes componentes essenciais: orientação estratégica; pensamento estatístico; medição de desempenho; metodologia Seis Sigma; e capacitação/especialização das pessoas. Uma avaliação preliminar do Modelo de Referência é apresentada logo após o modelo ter sido proposto e detalhado. Esta avaliação foi realizada com base em uma pesquisa empírica com abordagem quantitativa que envolveu Green belts, Black belts e Master black belts. Realizada a análise estatística, os resultados obtidos revela ram, entre outros pontos, que cada um dos componentes considerados no Modelo de Referência possui uma relevância significativa para estruturar o PQSS. Como conclusões a tese destaca que: (1) o PQSS é um programa integrador dos objetivos estratégicos e operacionais que facilita o direcionamento e a implementação dos projetos Seis Sigma; (2) a orientação estratégica e o alinhamento são priorizados na definição dos projetos Seis Sigma; (3) o uso de indicadores de desempenho aumenta o potencial dos projetos Seis Sigma; (4) ainda não há uma compreensão de que o pensamento estatístico consiste num pano de fundo para o PQSS; (5) os projetos Seis Sigma são catalisadores de um sistema que reflete, por meio destes, a visão estratégica e a importância do foco no cliente para se conseguir resultados mensuráveis que impactam em uma ou mais dimensões do sistema de medição do desempenho organizacional; e (6) há evidências de que o Modelo de Referência pode ser válido, o que permite que ele seja utilizado para estruturar ou re-estruturar o PQSS.

Throughout history companies have come to realize the importance of work revolving quality in order to remain competitive on the market. Process development is a natural part of quality management. There exists several different philosophies and tools to make use of in this work, examples are Lean Production and Six Sigma. The state of research of the programs are well studied, but the combination of Lean and Six Sigma's work methodology DMAIC has many unknowns. The objective with this study has been to integrate Lean with DMAIC. The study's purpose has been to investigate whether DMAIC is consistent with theories about Lean. The question this study tried to answer is how Lean-DMAIC can be used to minimize inconsistencies in flow of information in a global production company. The purpose of this paper has mainly been answered with the aid of the literature study. The question at issue has mainly been answered by the case study. The objective has been answered with a combination of the case- and literature study. The work procedure is based on DMAIC´s methodology, while Lean provided the tools for success in combination with the philosophy´s train of thought that permeate the work. The results of the study illuminated that Lean-DMAIC works in a simultaneous fashion in order to find inconsistencies in existing flows of information; with these results the study's question has been answered. By the end of the study it was possible to ascertain that a better question for this particular study would have been how Six Sigma is consistent with Lean, as DMAIC is a method, thus they cannot be directly compared. In this study, DMAIC provided the step-for-step method for how to model the work and in what manner the process was examined. Lean on the other hand provided the right tools and the train of thought in order to succeed. This culminated in that several improvement measures could be produced based on the study's results. / Företag har under historiens gång kommit att förstå vikten av kvalitetsarbete för att vara konkurrenskraftiga på marknaden. Processutveckling är en naturlig del av kvalitetsarbete och det finns olika filosofier och verktyg tillgängliga för ändamålet, exempelvis Lean Production (Lean) och Sex Sigma. Forskningsläget av dessa program är välstuderade, men kunskapen om kombinationen av Lean och Sex Sigmas arbetsmetodologi Define-Measure-Analyze-Improve-Control (DMAIC) är lägre. Målet med undersökning är därför att integrera Lean med DMAIC och syftet är att utreda huruvida DMAIC är konsistent med teorier om Lean. Studiens frågeställning har varit hur Lean-DMAIC kan användas för att minimera avvikelser i informationsflöden i ett globalt produktionsföretag. Syftet uppnås med hjälp av en litteraturstudie, frågeställningen besvaras med hjälp av en fallstudie och målet med en kombination av studierna. Fallstudiens arbetssätt baseras på DMAIC som metodologi för arbetets struktur, medan Leans filosofi genomsyrar arbetet samtidigt som dess verktyg utnyttjas. Resultatet visade att Lean-DMAIC fungerar simultant, både teoretiskt och praktiskt, för att upptäcka avvikelser i informationsflöden. Därmed har undersökningens mål uppfyllts. Efter studien gick det att konstatera huruvida en bättre frågeställning hade varit hur Sex Sigma är konsistent med Lean, eftersom DMAIC är en metod framför filosofi. DMAIC gav steg-för-steg metoden för hur arbeten utformades och processen undersöktes, medan Lean gav verktyg och rätt tankesätt för att lyckas. Detta resulterade i förbättringsåtgärder åt företaget där fallstudien genomfördes.

Cada vez mais presentes no ambiente industrial, as metodologias de melhoria contínua estruturam e sistematizam a implantação e a aplicação de técnicas, ferramentas e práticas de melhoria dos processos, que permitem reduzir o lead time, aumentar a satisfação do cliente, diminuir a variabilidade dos processos e elevar a qualidade do produto. Neste contexto, o objetivo deste trabalho é, com o auxílio de um framework teórico, estudar o uso de Lean Manufacturing e Six Sigma em um caso real pertencente ao parque industrial nacional. Dessa forma, optou-se por realizar um estudo de caso em uma empresa do ramo automobilístico, visto a relação do setor com a melhoria contínua. A companhia já utilizava as técnicas e ferramentas há mais de uma década e, além de mostrar a sua abordagem com relação à melhoria contínua de forma geral, apresentou dois casos para comparação das soluções encontradas para seu próprio aperfeiçoamento. Foi observado que a empresa encontra-se em um estágio intermediário-avançado dentro do framework construído e foi ressaltado que o Kaizen é a principal forma de melhoria usada. / Increasingly present in industrial environment, the continuous improvement methodologies structured and systematized the implementation and employment of techniques, tools and practices of process improvement, which allow reducing lead time, enhancing customer satisfaction, decreasing process variability and raising product quality. In this context, supported by a framework, what this study aims at is to review the use of Lean Manufacturing and Six Sigma in a real case belonging to the national industrial park. Hence, a case study was chosen in a company from the automotive industry, insofar as its relationship with continuous improvement. The company had already been using the techniques and tools for over a decade and it was provided an overview of its approach and, in addition, two cases to have their solution compared. It was observed that the company stands in an upper intermediate stage according to the developed framework and it was also highlighted that Kaizen is the main improvement means used.

A competitividade de uma organização e, consequentemente, sua prosperidade perante concorridos mercados, depende muito da capacidade de inovação e aprimoramento de seus produtos/serviços e processos. A procura por melhores padrões de manufatura e serviços prestados aos clientes, além das aplicações de novas técnicas gerenciais, de melhoria contínua, de otimização e de tomada de decisão, têm atraído a atenção das organizações. O esforço criativo humano deve propor abordagens de caráter competitivo, combinando ferramentas e técnicas, conhecidas ou não, a fim de melhorarem seus desempenhos. Assim, o objetivo desta tese foi propor uma estrutura analítica integrando de forma sequencial o processo de melhoria contínua DMAIC e o método de análise multicriterial para tomada de decisão Analytic Hierarchy Process (AHP), com vistas às aplicações em operações de distribuição física de bebidas. Em um primeiro momento, por meio de uma pesquisa bibliográfica, foi proposta uma estrutura geral, denominada Estrutura Analítica DMAIC/AHP, envolvendo as teorias supracitadas. Além disso, com o auxílio de um estudo de caso, foi proposta uma estrutura detalhada para a tentativa de melhoria da operação de distribuição física de bebidas em uma empresa na cidade de Ribeirão Preto. O foco esteve também na oportunidade de se obter maior conhecimento do processo em estudo e melhorar o embasamento para a tomada de decisão. A aplicação da estrutura analítica foi dividida em três fases: fase 1 - definições para o projeto de melhoria; fase 2 - condução do processo de melhoria em si; e fase 3 (denominada metafase) - responsável por monitorar/acompanhar as atividades do projeto. A aplicação em um caso real permitiu a proposta de atividades e ferramentas para entendimento e aperfeiçoamento do processo; além de alternativas de decisão frente aos problemas encontrados; deu embasamento para a tomada de decisão no momento de se implementarem as melhorias e apresentou instrumentos para manutenção e controle das alterações propostas no projeto. Um ganho evidente com a junção das teorias foi que houve um auxílio mútuo entre elas. Dessa forma, o processo de melhoria contínua DMAIC, por meio de suas etapas minuciosas de conhecimentos de processos e de causas de problemas, pôde embasar de forma robusta a definição do modelo hierárquico do AHP, desde o objetivo geral a ser atingido, passando pelos critérios de decisão, até se chegar às alternativas de decisão propostas para o processo em estudo. Por outro lado, como o DMAIC não apresenta um método de tomada de decisão atraente, o AHP pôde auxiliar na tomada de decisão multicriterial de forma mais organizada, consistente e assertiva. / The competitiveness of an organization and consequently its prosperity before competitive markets, depends widely on the capacity for innovation and improvement of its products/services and processes. The pursuit for better manufacturing standards and services provided to customers, in addition to the applications of new management techniques, continuous improvement, optimization and decision-making, have attracted attention of organizations. The human creative effort should propose approaches of competitive basis, combining tools and techniques, known or not, in order to improve their performance. Thus, the objective of this thesis was to propose an analytical structure integrating sequentially the process of continuous improvement DMAIC of Six Sigma and the multi-criteria analysis method for decision making Analytic Hierarchy Process (AHP), in order to apply in real cases in beverage industries. At first, through a literature search, it was proposed a general structure, called Analytical Structure DMAIC/AHP, involving the above theories. In addition, with a case study aid, it was proposed a detailed structure attempting to improve the operation of physical distribution for beverages in a company in the city of Ribeirão Preto. The focus was also on the opportunity to gain greater knowledge of the process under study and improve the foundation for decision making. The application of analytical structure was divided into three phases: phase 1 - definitions for the improvement project; phase 2 - implementation of the improvement process itself; and phase 3 (called metaphase) - responsible for monitoring/following the activities of the project. The application in a real case allowed the proposal of activities and tools for the understanding and improvement of the process, as well as possibilities for more alternatives to problems encountered; provided foundation for decision making at the time of implementing the improvements and presented tools for maintenance and control of changes proposed in the project. An obvious gain from the junction of the theories was that there was a mutual aid between them. Thus, the process of continuous improvement DMAIC, through its detailed stages of knowledge of processes and causes of problems could robustly base the definition of the hierarchical model of AHP, since the overall objective to be attained, passing through the decision criteria, until they get to the alternatives of decisions proposed for the process under study. On the other hand, as the DMAIC does not present an attractive method of decision-making, AHP could assist in multi-criteria decision making more organized, consistent and assertive.

O Gerenciamento de Risco Hospitalar é um processo complexo de ações gerenciais multidisciplinares que tem como propósito implantar um sistema de monitoramento e identificação da provável origem de eventos adversos e seus danos, tomar decisões apropriadas e executar ações concernentes às áreas de Farmacovigilância, Hemovigilância e a Tecnovigilância. Esta última tem como parte das atividades, procedimentos para aquisição, utilização e controle da qualidade de produtos e equipamentos em uso na área da saúde. Nesse sentido, este estudo teve como objetivo geral construir e validar um instrumento de avaliação de produto médicohospitalar. Trata-se de um estudo quantitativo, exploratório, longitudinal e de desenvolvimento metodológico. A investigação foi estruturada utilizando-se de técnicas de gestão de qualidade com o uso da metodologia Seis Sigma para subsidiar o gerenciamento de risco na área de Tecnovigilância e a Técnica Delphi para a obtenção dos dados. A metodologia Seis Sigma possui como base principal, as etapas componentes do Ciclo DMAIC, onde a melhoria da performance com uso de abordagens estatísticas e estratégicas possibilitou o estudo das variabilidades dos processos. A Técnica Delphi foi utilizada para a obtenção de dados dos profissionais especialistas e juízes da Rede Brasileira de Hospitais Sentinela. Considerando que o equipo de infusão venosa é de amplo uso na área de saúde, foi elaborado um questionário, composto de três perguntas e 55 itens, para indicação daqueles itens a compor o instrumento de avaliação desse produto. A concretização da validação inicial contou com a participação de 134 profissionais especialistas que atenderam aos critérios de inclusão no estudo, e foi estabelecido o consenso de 80% de concordância, o que foi obtido com duas rodadas da Técnica Delphi-1. A seguir, desenvolveu-se um instrumento que possui duas partes: a Geral que se compõe de dados administrativos e do produto; a parte Específica que contém 9 tópicos e 43 itens de avaliações. O quadro de avaliação, contem cinco diferentes atributos de qualificação (péssimo, regular, bom, ótimo e excelente) e que possuem pontuações de 1 a 5 respectivamente. Na etapa Delphi-2, cinco juízes participaram de duas rodadas para a validação de conteúdo do modelo desenvolvido obtendo-se 100% de consenso. Na etapa Delphi-3, os juízes aplicaram o instrumento em três marcas de equipos simples e três de equipos com reservatório. Os resultados deste estudo contribuem não apenas para a avaliação dos produtos, mas também propõe uma metodologia para o desenvolvimento de um instrumento, extensível a outros produtos médico-hospitalares. Concluiu-se que o instrumento desenvolvido possibilitou avaliar os produtos diferenciando os resultados das marcas testadas, retratando o propósito inicial do estudo em se qualificar as avaliações de equipo de infusão. / Hospital risk management is a complex process, which involves multidisciplinary management actions. Its goal is to set up a system to monitor and identify the probable origin of adverse events and their damage; make appropriate decisions; and perform actions related to Pharmacovigilance, Hemovigilance and Technovigilance. The latter, among other functions, performs activities and procedures for the acquisition, use and quality control of products and equipment used in the health area. This study aims to construct and validate an instrument to assess medicalhospital products. A quantitative, exploratory, longitudinal and methodological development study was carried out. The research structure was based on quality management techniques, using the Six Sigma method to support risk management in Technovigilance and the Delphi technique for data collection. The premise of the Six Sigma method comprises the component steps of the DMAIC Cycle, in which performance improvement through the use of statistical and strategic approaches made it possible to study the processes variabilities. The Delphi technique was used to obtain data from specialized professionals and judges from the Brazilian Sentinel Hospital Network. As venous infusion equipment is widely used in the hospital area, a questionnaire was elaborated, consisting of three questions and 55 items, to indicate the items to be included in that products assessment instrument. In the initial validation, 134 specialized professionals took place, who complied with the criteria for inclusion in the study. The agreement level was set at 80%, obtained after two rounds of the Delphi technique. Next, a two-part instrument was developed: General, addressing administrative and product data; and Specific, with 9 topics and 43 assessment items. The assessment chart contains five different qualifications (Very bad, Regular, Good, Very Good and Excellent) and scores from 1 to 5, respectively. In the Delphi 2 phase, five judges participated in two round to validate the content of the developed model, achieving a 100% consensus. In the Delphi 3 phase, the judges applied the instrument to three brands of Simple equipment and three brands of equipment with Reserve. The study results not only contribute to product assessment, but also propose an instrument development method that can be extended to other medical-hospital products. It is concluded that the developed instrument permitted product assessment, providing distinct results for the tested brands, in line with the studys initial goal of qualifying infusion equipment assessments.

Cada vez mais presentes no ambiente industrial, as metodologias de melhoria contínua estruturam e sistematizam a implantação e a aplicação de técnicas, ferramentas e práticas de melhoria dos processos, que permitem reduzir o lead time, aumentar a satisfação do cliente, diminuir a variabilidade dos processos e elevar a qualidade do produto. Neste contexto, o objetivo deste trabalho é, com o auxílio de um framework teórico, estudar o uso de Lean Manufacturing e Six Sigma em um caso real pertencente ao parque industrial nacional. Dessa forma, optou-se por realizar um estudo de caso em uma empresa do ramo automobilístico, visto a relação do setor com a melhoria contínua. A companhia já utilizava as técnicas e ferramentas há mais de uma década e, além de mostrar a sua abordagem com relação à melhoria contínua de forma geral, apresentou dois casos para comparação das soluções encontradas para seu próprio aperfeiçoamento. Foi observado que a empresa encontra-se em um estágio intermediário-avançado dentro do framework construído e foi ressaltado que o Kaizen é a principal forma de melhoria usada. / Increasingly present in industrial environment, the continuous improvement methodologies structured and systematized the implementation and employment of techniques, tools and practices of process improvement, which allow reducing lead time, enhancing customer satisfaction, decreasing process variability and raising product quality. In this context, supported by a framework, what this study aims at is to review the use of Lean Manufacturing and Six Sigma in a real case belonging to the national industrial park. Hence, a case study was chosen in a company from the automotive industry, insofar as its relationship with continuous improvement. The company had already been using the techniques and tools for over a decade and it was provided an overview of its approach and, in addition, two cases to have their solution compared. It was observed that the company stands in an upper intermediate stage according to the developed framework and it was also highlighted that Kaizen is the main improvement means used.