Características da implantação de Kaizen em uma instituição financeiraum estudo de caso

Resumo

The use of Kaizen is widespread in the manufacturing environment. However, research related to its application in the service sector, particularly in the financial services sector, is still scarce. This study seeks to help fill this gap. In this study, which is part of the field of Operations, it was analyzed the characteristics of the implementation of Kaizen in a financial institution, practices or tools used, the difficulties and peculiarities, in order to understand the ways in which this deployment is similar and also that differs in relation to a standard application process of Kaizen as is usual in manufacturing, the industry from which it originated. It was used a large private Brazilian bank as case study. The method used was qualitative research, using a pragmatic design, by focusing on the consequences of actions oriented to practice in the real world (Creswell, 2010), without sticking to a specific method, since each method has limitations and different approaches can be complementary. Since the goal was to identify the main aspects related to the implementation in this institution as well as perform comparisons to deployments in other companies, the methodology chosen was the exploratory research. Financial institution executives involved with Kaizen and who acted as sponsors or participants and Japanese consultants hired to assist in the establishment and management of the methodology were interviewed. Reports and documents were analyzed, constituting a triangulation in order to expand the robustness of the research. The results obtained allowed the understanding of the main features of the implementation of Kaizen in a financial institution in Brazil, making it possible contrast with the widely known and recorded process in manufacturing. The study addressed how the bank operationalized the implementation of Kaizen, which where the critical success factors, challenges faced, and also draws attention to factors that may jeopardize the future sustainability of the initiative. Therefore, this study, besides expanding the literature on Kaizen in services, especially financial services, will allow practitioners interested in the application of the methodology to understand the key elements for a successful Kaizen program and possible difficulties which may arise.

Ficha do documento

Tipo

Dissertação

Ano

2014

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/13002

Palavras-chave

Melhoria contínuaOperações em serviçosSistema Toyota de produçãoContinuous improvementKaizenLeanServices operationsToyota production systemAdministração de empresasInstituição financeira - AdministraçãoBancos - Estudo de casosEficiência organizacional