Um estudo exploratório da aplicação do lean service em empresas do setor de serviços de tecnologia da informação

Abstract

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.