Os princípios da produção enxuta aplicados no setor de serviço: estudo de caso em um restaurante de João Pessoa

Abstract

Although started in the manufacturing sector, lean production has been approved in service organizations as a management methodology, able to collaborate on reducing or eliminating waste, minimizing costs and maximizing the efficiency of an organization. In the literature, there are studies corroborating the application of lean production in the service sector, such as in hospitals, call centers, hotels. However, it is worth mentioning that there is still room for further research in the service sector in the literature. Thus, this research aims to present a proposal to reduce waste in a restaurant in João Pessoa, in light of the principles of lean production. For this, a bibliographic survey was initially conducted to know the current state of research on the application of lean production in the service sector. Also researched on, the history of lean production, its principles and its main characteristics. In the field research the methodology of case study, semi-structured interviews and direct observations were adopted. The results allowed the identification of the wastes found in the studied environment and the adoption of techniques of lean production for the reduction or elimination of waste. We conclude that the use of lean production techniques in establishments whose main purpose is the provision of services is possible.