Lean Thinking e Inovação nos Serviços. Que relação?
Resumo:
Sendo a inovação fulcral para a sustentabilidade das empresas, a inovação nos serviços assume especial relevância num mundo em que os serviços passaram a ter um peso significativo no produto interno bruto dos países. O lean thinking, por sua vez, mostrou a sua grande eficiência na criação de valor para o cliente e na redução ou eliminação do desperdício. Apesar de ter sido desenvolvido na indústria automóvel viu o seu âmbito ser alargado para outras industrias e mais recentemente para os serviços, com excelentes resultados. Através de uma revisão sistemática da literatura, pretendeu analisar-se e sistematizar o conhecimento sobre o lean thinking quando aplicado aos processos de inovação em serviços. Constatou-se ser uma área de investigação recente, com reduzido número de publicações, mas que permite perceber que a inovação em serviços pode beneficiar se recorrer ao lean thinking. Assim, encontraram-se estudos que se centram nos impactos e na forma da implementação lean nos processos de inovação nos serviços, outros que desenvolvem modelos iterativos na implementação de processos de inovação lean nos serviços, com o objetivo de desenvolver conhecimento sobre o cliente direcionando a inovação para os aspetos por ele valorizados. E ainda estudos focados na inovação em vários setores de atividade. A investigação futura poderá focar-se nos processos de inovação no sentido de aprofundar o conhecimento na capacidade do lean thinking potenciar a qualidade dos processos de inovação em serviços, e nos impactos da inovação lean na inovação em serviços noutras áreas como na banca, nos tribunais, no ensino, nos arquivos, na contabilidade e mesmo na investigação.
Abstract:
As innovation is central to the sustainability of companies, innovation in services takes on special relevance in a world where services now have a significant weight in the gross domestic product of countries. Lean thinking, in turn, has shown its great efficiency in creating value for the costumer and in reducing or eliminating waste. Although it was developed in the automotive industry, its scope has been extended to other industries and more recently to services, with excellent results. Through a systematic review of the literature, the aim was to analyse and systematize knowledge about lean thinking when applied to innovation processes in services. It was found to be a recent area of research, with a small number of publications, but innovation in services can benefit from the use of lean thinking. Thus, we found studies that focus on the impacts and the form of lean implementation in innovation processes in services, others that develop iterative models in the implementation of lean innovation processes in services, with the aim of developing knowledge about the client, directing innovation toward the aspects valued by him. And yet other studies focus on innovation in the health sector. Future research could focus on the innovation processes themselves in order to deepen knowledge on the capacity of lean thinking to enhance the quality of innovation processes in services and on the impacts of lean innovation on innovation in services in other areas such as banking, courts, teaching, archives, accounting and even research.
Paula Lemos Costa is an Adjunct Professor at the Higher Institute of Accounting and Administration of Porto (ISCAP/Porto) in the area of Management. Graduated in Chemistry from the University of Porto, and Master in Chemical Engineering from Higher Technical Institute. Postgraduate in Quality Management from the Catholic University of Porto, in Entrepreneurship and Business Creation from ISCTE and in Lean Management from CLT. PhD student in Management at the University of Beira Interior (ends in 2023). Areas of interest: management, quality management, lean management, improvement.
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Inovação, Lean Services, Lean Thinking, Revisão Sistemática
Innovation, Lean Management, Lean Services, Systematic Review.
