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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / In recent years, according to Osinergmin, the production of electrical energy has increased up to 2.4%. This sector represents 1.5% of GDP and encompasses more than 6.6 million users, so its consumption continues at a growth rate for the country's development. This growth depends on the response time that companies today provide users; many of them operate their logistics management manually and traditionally, which leads to delays in service and dissatisfaction of both the external and internal clients. Likewise, companies in the sector, by working traditionally, do not use technology as a point of competitiveness within the market, since 60% of companies use software for their operations. To do this, an agile logistics management model is proposed that will consist of reducing purchase order attention time by 50% and improving internal processes and procedures under the Lean Service methodology. It will start by identifying the main problem and the expected objectives, then the Lean Service, Business Process Management and Agile Logistics tools will be executed, which will help to reestablish new processes and procedures.

<p><strong>Background</strong>: Since the coining of the phrase lean production by Womack, Jones and Roos in 1990, this mass production system of Japanese origin has been implemented in a multitude of organizations throughout the world, the results being predominantly positive from a financial point of view. The possibly negative effects of mass production on worker motivation have been discussed since quality of work life became an important political issue in Sweden in the 1970’s. As the popularity of lean service is now increasing, there are still unresolved issues regarding the transferability of a mass production system to the service industry, particularly with regards to the motivation of service employees.</p><p><strong>Purpose</strong>: The purpose of our thesis is to study the lean system of a Swedish bank, SEB Way, from a management- as well as an employee perspective in order to describe how lean may affect the work motivation of service employees.</p><p><strong>Research procedure</strong>: The study is empirically based on observations and interviews on multiple hierarchical levels at SEB. We have conducted a total of 13 interviews with front line employees at SEB, with the central SEB Way team as well as two external lean specialists.</p><p><strong>Results</strong>: The study indicates that SEB Way has little direct influence on the intrinsic work motivation of the SEB front line employees, as work motivation was present prior to the implementation of lean. However, there are some areas of indirect overlaps between SEB Way and employee motivation, mainly in terms of tools which encourage improved employee performance. This is in line with the short-term result orientation which characterizes SEB’s organizational culture. Furthermore, the study indicates that lean production may possibly exert more extensive direct influence on employee motivation than SEB Way.</p>

Background: Since the coining of the phrase lean production by Womack, Jones and Roos in 1990, this mass production system of Japanese origin has been implemented in a multitude of organizations throughout the world, the results being predominantly positive from a financial point of view. The possibly negative effects of mass production on worker motivation have been discussed since quality of work life became an important political issue in Sweden in the 1970’s. As the popularity of lean service is now increasing, there are still unresolved issues regarding the transferability of a mass production system to the service industry, particularly with regards to the motivation of service employees. Purpose: The purpose of our thesis is to study the lean system of a Swedish bank, SEB Way, from a management- as well as an employee perspective in order to describe how lean may affect the work motivation of service employees. Research procedure: The study is empirically based on observations and interviews on multiple hierarchical levels at SEB. We have conducted a total of 13 interviews with front line employees at SEB, with the central SEB Way team as well as two external lean specialists. Results: The study indicates that SEB Way has little direct influence on the intrinsic work motivation of the SEB front line employees, as work motivation was present prior to the implementation of lean. However, there are some areas of indirect overlaps between SEB Way and employee motivation, mainly in terms of tools which encourage improved employee performance. This is in line with the short-term result orientation which characterizes SEB’s organizational culture. Furthermore, the study indicates that lean production may possibly exert more extensive direct influence on employee motivation than SEB Way.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-07-17T14:54:04Z No. of bitstreams: 1 Alceu Antonioli Filho.pdf: 1259303 bytes, checksum: ea7f3b6b4ead8b23c2f7f1cce4f0bfbd (MD5) / Made available in DSpace on 2015-07-17T14:54:04Z (GMT). No. of bitstreams: 1 Alceu Antonioli Filho.pdf: 1259303 bytes, checksum: ea7f3b6b4ead8b23c2f7f1cce4f0bfbd (MD5) Previous issue date: 2015-02-10 / The pursuit for an efficient productive process, low costs and higher value added for products and services offered to the customers has become an important feature for companies in various economic sectors in a global perspective. In the service sector, some companies have adopted the fundamentals of Lean Service to eliminate waste in many aspects of their activities aiming better operating results. However, the lack of knowledge in this sector and the low number of research in adoption of Lean Service, require studies on their applicability. This research aimed to check if the Lean Service practices are applied to Information Technology (IT) services activities and if this has brought improvements in operational terms as well as in the quality of services provided. A systematic literature review supported by bibliometrics methods identified just few articles published in this area into literature however this research identified some companies using it in this sector. In an empirical perspective of LS application two case studies present results with evidence of operating performance and quality improvements on LS practices adopted relating the previous environment. / A busca por um processo produtivo eficiente de baixo custo e maior valor agregado aos produtos e serviços oferecidos aos clientes se tornou uma característica importante para empresas de diversos setores econômicos em uma perspectiva global. No setor serviços, algumas empresas adotaram os fundamentos do Lean Service para eliminar os desperdícios em vários aspectos de suas atividades visando melhores resultados operacionais. Entretanto, a falta de conhecimento neste setor e a baixa quantidade de investigações sobre a adoção do Lean Service demandam estudos sobre sua aplicabilidade. Neste contexto, o trabalho buscou constatar se as práticas do Lean Service são aplicadas nas atividades de serviços de Tecnologia da Informação (TI) e se isso trouxe melhorias em termos de desempenho operacional, bem como, na qualidade dos serviços prestados. Uma revisão sistemática de literatura apoiado com técnicas bibliométricas aponta escassez de artigos publicados nesta área na literatura, entretanto um levantamento realizado nesta pesquisa indica sua utilização por diversas empresas do setor. Para uma perspectiva empírica da aplicação do LS, dois estudos de caso apresentam resultados com evidências de melhorias no quesito de desempenho operacional e qualidade em relação ao ambiente previamente às práticas do LS adotadas.

<p>Syftet med den här studien är att undersöka hur lean fungerar inom banksektorn och mer specifikt inom Skandinaviska Enskilda Banken (SEB) som vi valt att studera ingående.</p>

Syftet med den här studien är att undersöka hur lean fungerar inom banksektorn och mer specifikt inom Skandinaviska Enskilda Banken (SEB) som vi valt att studera ingående.

<p>Extreme Production Makeover™ fångade vårt intresse för en tid sedan, strax innan vi skulle börja skriva vår C-uppsats. Metoden går ut på att under mycket kort tid förändra och effektivisera en produktionslina för att höja produktiviteten. Vi blev genast nyfikna på om Extreme Production Makeover™ skulle gå att omsätta i administrativa flöden och tjänste-flöden med ett informationslogistiskt perspektiv.</p><p>Inom produktion finns det en lång tradition av att arbeta med effektiviseringar och förbättringar. Våra studier av effektiviseringsmetoder inom administrativa flöden visar på att me-toderna inte är lika utbredda inom tjänste- och servicebranschen. Vad beror det på?</p><p>Normalt tar ett förändringsarbete av administrativa flöden eller tjänsteflöden en ganska lång tid i anspråk. Men, om en Extreme Production Makeover™ kan genomföras på en kort tid, så borde ju också en Extreme Administration Makeover kunna genomföras.</p><p>Syfte:</p><p>Vårt syfte med studien är att undersöka och jämföra effektivisering i produktionsflöden med effektivisering i administrativa flöden och tjänsteflöden. Vi vill belysa nyttan med informationslogistik i samband med förändringsarbeten, för företag och personer som arbetar med processeffektivisering. Resultatet av studien är en handlingsplan för Extreme Administration Makeover.</p><p>Metod:</p><p>Vårt arbete är genomfört som en skrivbordsstudie, vi har alltså inte provat eller utvärderat Extreme Administration Makeover i verkligheten. Vi har studerat olika typer av litteratur som rör informationslogistik och effektivisering av olika flöden. Detta har vi sammanfattat och redovisat under rubriken Teori. För att ge ytterligare kraft till teorin, har vi samtalat med nyckelpersoner inom Extreme Production Makeover™ och Lean Forum, för att bilda oss en uppfattning om hur metoderna kan jämföras och tillämpas. Resultatet av dessa diskussioner tas upp i Empirin. Till detta har vi lagt vår kunskap i informationslogistik och därefter skapat en handlingsplan med tillhörande modell, för Extreme Administration Makeover. Därefter följer Analysen av vårt studieresultat och en Avslutande Diskussion.</p><p>Avgränsning:</p><p>Vi har i vår rapport valt att begränsa oss till metoderna inom traditionell produktionseffektivisering och Lean Production men är väl medvetna om att metoderna för förändringsarbete är fler än så.</p><p>Resultat:</p><p>Delar av ett förändringsarbete kan genomföras under en kortare, eller extremt kort tid, men att etablera och rota arbetssätt och framför allt tanken bakom; att få tänkandet att genomsyra verksamheten, kräver förmodligen betydligt längre tid. Det beror på de personer som berörs och blir involverade i den. Genom att förankra tankar, mål och visioner i organisationens alla led, skapas en grund för en stabil förändring och en förutsättning för ett gott resultat.</p> / <p>Extreme Production Makeover™ caught our interest before we began to write our C-essay. The method is about transformation and how to make a production line more efficient in order to raise the productivity level within a short timeframe. Since we are about to gradu-ate in Information logistics, we are curious to find out if Extreme Production Makeover™ is transferable to administrative and service flows, from an information logistics perspec-tive.</p><p>Within the area of production, there has been a long tradition to work with efficiency and improvements. Our studies of efficiency methods within administrative flows indicate that these methods are not as widespread within the service trades. How come?</p><p>In general, the procedure of changing administrative and service flows is a long process, however, if an Extreme Production Makeover™ could be accomplished during a short timeframe, so could probably also Extreme Administration Makeover.</p><p>Aim:</p><p>The aim of our study is to examine and compare production flow efficiency along with ef-ficiency in administrative and service flows. We want to illustrate the benefit of using in-formation logistics in structural changes, for both companies and personnel working with process efficiency. The result of our study is an action plan for Extreme Administration Makeover.</p><p>Method:</p><p>Our essay was created as a proposal; we did not test or evaluate Extreme Administration Makeover in reality. We have studied a variety of literature linked to information logistics and the efficacy of different flows, which we have summarized and illustrate under the heading Theory. In order to support the theory further, we spoke to key personnel within Extreme Production Makeover™ and Lean Forum and determined how the methods could be compared and applied. The result of these discussions is presented in the Em-pirical research. Furthermore, we have added our knowledge about information logistics and created an action plan, with an attached model exclusively for Extreme Administration Makeover. Accordingly, the result presented in the Analysis is followed by a Conclusion.</p><p>Delimitation:</p><p>We have chosen to limit our essay to the methods of traditional production efficiency and Lean Production, although we are well aware that there are several other methods for change.</p><p>Results:</p><p>Parts of a transformation plan could be accomplished during a short, or minimally short timeframe, however, in order to establish a deeply rooted work process, particularly the underlying force, and to permeate this vision into the enterprise, almost certainly requires more time. The outcome depends on the individuals affected and involved in the process. By establishing deeply rooted thoughts, goals and visions throughout the organisation, a solid foundation generates a sound transformation, which is crucial for a positive outcome.</p>

Syfte – Syftet med denna studie är att undersöka tillämpbarheten av Lean på operativt inköp samt undersöka hur detta kan tillämpas på ett tillverkande företag som arbetar med Lean i produktionen. För att besvara syftet har det brutits ned i ett delmål och en frågeställning. Delmål: Att undersöka tillämpbarheten av Lean på operativt inköp   Frågeställning: Hur kan Lean tillämpas på operativt inköp på ett företag som arbetar med Lean i produktionen? Metod – Litteraturstudier genomfördes inom områdena inköp och valda Leankoncept för att samla in teori som möjliggjorde uppfyllandet av studiens delmål. En fallstudie genomfördes för att samla in empiri som sedan jämfördes med delmålet för att besvara studiens frågeställning. Empiri samlades in genom samtal, intervjuer, dokumentstudier och observationer. Resultat – Företag som arbetar med Lean i produktionen kan tillämpa Lean på operativt inköp för att effektiviseras. Operativt inköp är en transaktionsbaserad process med information som värdeflöde. Operativt inköp bör effektiviseras i syfte att skapa ett så värdeadderande flöde som möjligt. Genom att utgå från de fyra grundområdena Filosofi, Processer, Medarbetare och partners samt Problemlösning i Lean och de tillhörande 14 principerna, skapas ett helhetsperspektiv och riktlinjer som lyfter förbättringsområden. För att realisera de 14 principerna bör metoder och verktyg anpassas efter avdelningens förutsättningar och mål. Minskade processtider för inköpsärenden, ökad flexibilitet bland inköpare och minskad stress är resultat av framgångsrikt tillämpande av Lean på operativt inköp.   Implikationer – Studiens syfte var inte att skapa ett nytt Leankoncept utan att undersöka vad inom Lean som kan tillämpas på operativt inköp för att effektiviseras. Teori inom området är nästintill obefintligt och utförandet av studien har bidragit med ny kunskap om Lean tillämpat på operativt inköp. Begränsningar – Resultatet påverkas av hur länge företag arbetat med Lean i produktionen innan Lean tillämpas på operativt inköp. Genomförande av en flerfallstudie, istället för en enfallstudie, hade gett ett mer generaliserbart resultat för företag att använda sig av med likartade förutsättningar som fallföretaget. Nyckelord – Lean Administration, Lean Office, Lean Produktion, Lean Service, operativt inköp, effektivitet / Purpose – The purpose of this study is to investigate the applicability of Lean in operational purchasing and examine how it can be applied to a manufacturing company that is working with Lean in the production. To fulfill the purpose it has been broken down into one objective and one problem statement. Objective: Investigate the applicability of Lean on operational purchasing Problem statement: How can Lean be applied on operational purchasing in a company that works with Lean in the production? Method – Literature studies were conducted in the areas of purchasing and selected Lean Concepts to collect the theory that made it possible to answer the sub-target of the study. A case study was conducted to compare the empirical data and theory to answer the problem statement. Empirical evidence was gathered through conversations, interviews, document studies and observations. Findings – Companies working with Lean production can apply Lean on operational purchasing in order to make it more efficient. Operational purchasing is a transaction-based process with information as its value stream and operational purchasing should be streamlined in order to create as much value in the value-flow as possible. The fundamental areas in Lean are Philosophy, Processes, People and Partners, and Problem Solving and through the associated 14 principles create an overall perspective and guidelines that highlights areas for improvement. To fulfill the 14 principles, chosen methods and tools should match the department's conditions and goals. Reduced processing times for purchasing cases, increased flexibility among purchasers and reduced stress are the result of the successful application of Lean on operational purchasing. Implications – The study's purpose was not to create a new Lean concept, but to investigate what in Lean can be applied to operational purchasing to create efficiency and effectiveness in the department. Theory in the area is virtually non-existent and the execution of the study has contributed to new knowledge about Lean applied to operational purchasing. Limitations – The result is affected by how long companies have worked with Lean production before Lean is applied to operational purchasing. The use of a multi-case study, rather than a one-case study, had given a more generalizable result for companies that have the same conditions as the case company. Keywords – Lean Administration, Lean Office, Lean Production, Lean Service, operational purchasing, efficiency, effectiveness

Extreme Production Makeover™ fångade vårt intresse för en tid sedan, strax innan vi skulle börja skriva vår C-uppsats. Metoden går ut på att under mycket kort tid förändra och effektivisera en produktionslina för att höja produktiviteten. Vi blev genast nyfikna på om Extreme Production Makeover™ skulle gå att omsätta i administrativa flöden och tjänste-flöden med ett informationslogistiskt perspektiv. Inom produktion finns det en lång tradition av att arbeta med effektiviseringar och förbättringar. Våra studier av effektiviseringsmetoder inom administrativa flöden visar på att me-toderna inte är lika utbredda inom tjänste- och servicebranschen. Vad beror det på? Normalt tar ett förändringsarbete av administrativa flöden eller tjänsteflöden en ganska lång tid i anspråk. Men, om en Extreme Production Makeover™ kan genomföras på en kort tid, så borde ju också en Extreme Administration Makeover kunna genomföras. Syfte: Vårt syfte med studien är att undersöka och jämföra effektivisering i produktionsflöden med effektivisering i administrativa flöden och tjänsteflöden. Vi vill belysa nyttan med informationslogistik i samband med förändringsarbeten, för företag och personer som arbetar med processeffektivisering. Resultatet av studien är en handlingsplan för Extreme Administration Makeover. Metod: Vårt arbete är genomfört som en skrivbordsstudie, vi har alltså inte provat eller utvärderat Extreme Administration Makeover i verkligheten. Vi har studerat olika typer av litteratur som rör informationslogistik och effektivisering av olika flöden. Detta har vi sammanfattat och redovisat under rubriken Teori. För att ge ytterligare kraft till teorin, har vi samtalat med nyckelpersoner inom Extreme Production Makeover™ och Lean Forum, för att bilda oss en uppfattning om hur metoderna kan jämföras och tillämpas. Resultatet av dessa diskussioner tas upp i Empirin. Till detta har vi lagt vår kunskap i informationslogistik och därefter skapat en handlingsplan med tillhörande modell, för Extreme Administration Makeover. Därefter följer Analysen av vårt studieresultat och en Avslutande Diskussion. Avgränsning: Vi har i vår rapport valt att begränsa oss till metoderna inom traditionell produktionseffektivisering och Lean Production men är väl medvetna om att metoderna för förändringsarbete är fler än så. Resultat: Delar av ett förändringsarbete kan genomföras under en kortare, eller extremt kort tid, men att etablera och rota arbetssätt och framför allt tanken bakom; att få tänkandet att genomsyra verksamheten, kräver förmodligen betydligt längre tid. Det beror på de personer som berörs och blir involverade i den. Genom att förankra tankar, mål och visioner i organisationens alla led, skapas en grund för en stabil förändring och en förutsättning för ett gott resultat. / Extreme Production Makeover™ caught our interest before we began to write our C-essay. The method is about transformation and how to make a production line more efficient in order to raise the productivity level within a short timeframe. Since we are about to gradu-ate in Information logistics, we are curious to find out if Extreme Production Makeover™ is transferable to administrative and service flows, from an information logistics perspec-tive. Within the area of production, there has been a long tradition to work with efficiency and improvements. Our studies of efficiency methods within administrative flows indicate that these methods are not as widespread within the service trades. How come? In general, the procedure of changing administrative and service flows is a long process, however, if an Extreme Production Makeover™ could be accomplished during a short timeframe, so could probably also Extreme Administration Makeover. Aim: The aim of our study is to examine and compare production flow efficiency along with ef-ficiency in administrative and service flows. We want to illustrate the benefit of using in-formation logistics in structural changes, for both companies and personnel working with process efficiency. The result of our study is an action plan for Extreme Administration Makeover. Method: Our essay was created as a proposal; we did not test or evaluate Extreme Administration Makeover in reality. We have studied a variety of literature linked to information logistics and the efficacy of different flows, which we have summarized and illustrate under the heading Theory. In order to support the theory further, we spoke to key personnel within Extreme Production Makeover™ and Lean Forum and determined how the methods could be compared and applied. The result of these discussions is presented in the Em-pirical research. Furthermore, we have added our knowledge about information logistics and created an action plan, with an attached model exclusively for Extreme Administration Makeover. Accordingly, the result presented in the Analysis is followed by a Conclusion. Delimitation: We have chosen to limit our essay to the methods of traditional production efficiency and Lean Production, although we are well aware that there are several other methods for change. Results: Parts of a transformation plan could be accomplished during a short, or minimally short timeframe, however, in order to establish a deeply rooted work process, particularly the underlying force, and to permeate this vision into the enterprise, almost certainly requires more time. The outcome depends on the individuals affected and involved in the process. By establishing deeply rooted thoughts, goals and visions throughout the organisation, a solid foundation generates a sound transformation, which is crucial for a positive outcome.