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https://hdl.handle.net/1822/53475
Título: | Waste types in people processing services |
Autor(es): | Dinis-Carvalho, José Lima, Rui M. Menezes, Andromeda Amorim, Marlene |
Palavras-chave: | Lean services Waste classification Hospital processes People processing services |
Data: | 2017 |
Editora: | Springer International Publishing AG |
Resumo(s): | The globalization needs and the increased competition between all types of companies put an increased focus on service improvement. Services are mostly customized, intangible, knowledge-based, and one type of services, called here as People Processing Services (PPS), can have the direct participation of customers both as object being processed and as a co-producer. These characteristics of PPS make it difficult to standardize processes, which contribute for generating non-value added activities, classified as wastes in the Lean Thinking knowledge area. This work aims to contribute to the waste classification, proposing a clarification for the types of waste associated with People Processing Services, and further applying this classification to a particular PPS case, the Hip Surgery Production Process of a Portuguese Public Hospital. It was observed that a large number of activities do not add value to the service and waiting is the most common waste. |
Tipo: | Capítulo de livro |
URI: | https://hdl.handle.net/1822/53475 |
ISBN: | 978-3-319-45748-2 |
DOI: | 10.1007/978-3-319-45748-2_30 |
Versão da editora: | http://dx.doi.org/10.1007/978-3-319-45748-2_30 |
Acesso: | Acesso restrito UMinho |
Aparece nas coleções: |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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2017 _book_ch Lecture Notes IEM - Waste Types in PPS.pdf Acesso restrito! | 148,27 kB | Adobe PDF | Ver/Abrir |