Pensamento Lean e Inovação nos Serviços- Revisão Sistemática da Literatura
Resumo:
A inovação é fundamental para a sustentabilidade das empresas e, devido ao elevado peso que os serviços têm actualmente no produto interno bruto dos países, a inovação nos serviços assumiu especial relevância. Por outro lado, o pensamento lean provou ser uma filosofia de gestão que permite criar valor para o cliente e eliminar os desperdícios, com grande eficiência. Tendo nascido na indústria automóvel, foi alargando o seu âmbito havendo cada vez mais organizações de serviços a implementá-lo com excelentes resultados.
Pretendeu-se sistematizar o conhecimento desenvolvido sobre o impacto do pensamento lean na inovação nos serviços, através de uma revisão sistemática da literatura e identificar lacunas e linhas de investigação futuras. A partir da pesquisa nas bases de dados da Web of Science e da SCOPUS encontraram-se três tipos de estudos. Um, centra-se nos impactos e na forma da implementação lean nos processos de inovação nos serviços. Outro, formula modelos iterativos na implementação de processos de inovação lean nos serviços, com o objectivo de desenvolver conhecimento sobre o cliente direcionando a inovação para os aspectos por ele valorizados. O último estuda a aplicação da inovação lean no sector da saúde. Constatou-se ser uma área de investigação recente, com reduzido número de publicações. A investigação poderá focar-se nos impactos da inovação lean nos serviços de saúde, mas também na banca, nos tribunais, no ensino, nos arquivos ou na contabilidade a investigação.
Abstract:
Innovation is an important issue for the sustainability of companies and, due to the high weight services currently have in the gross domestic product of countries, innovation in services assumes special relevance. On the other hand, lean thinking has proven to be an effective management philosophy for creating value for the customer and eliminating waste. Having been born in the automotive industry, it has expanded its scope to service organizations with excellent results.
The aim of this article was to systematize the existing knowledge on the impact of lean thinking on services innovation, through a systematic review of the literature and to identify gaps and future lines of research. Using the Web of Science and SCOPUS platforms to collect data, three types of studies were found. One focuses on the impacts and how lean implementation occurs on service innovation processes. Another develops iterative models in implementation of lean innovation in services processes, to know better the customers, so innovation could satisfy them. The latter studies the application of lean innovation in the health sector. It was found to be a new research area, with a small number of publications. Future research should focus in the impacts of lean services innovation in health sector, but also in others sectors, like banking, the courts, education, archives or accounting.
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Inovação, Lean Thinking, Lean Services, Revisão Sistemática.
Innovation, Lean Management, Lean Services, Systematic Review.
