Journal article

Analysis of the Implementation of a Lean Service in a Shared Service Center: A Study of Stability and Capacity

Fabiane Flores Sum, Istefani Carisio de Paula, Guilherme Luz Tortorella, Andre Teixeira Pontes, Renata Tilemann Faco

IEEE TRANSACTIONS ON ENGINEERING MANAGEMENT | IEEE-INST ELECTRICAL ELECTRONICS ENGINEERS INC | Published : 2020

Abstract

Stability and capacity study can be considered as an initial tool proposed in the literature when beginning an optimization process via the lean approach. The challenge is to develop metrics specific for each process. The purpose of this paper is to develop a detailed analysis of the indicators for the process of lean implementation in a shared service center (SSC). The lean approach may increase the level of excellence in the SSC, and a study of stability and capacity is used to verify if this goal is reached. The method consideres the development of metrics along with the employees of the company studied. Twelve indicators that reflected the current situation of the processes are defined, ..

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Grants

Funding Acknowledgements

This work was supported by Coordination for the Improvement of Higher Education Personnel (CAPES), Brazilian Research Funding Agency. Review of this manuscript as arranged by Department Editor T. Daim.