Service value stream management (SVSM) - a case study

Detalhes bibliográficos
Autor(a) principal: Moura, Delmo Alves de
Data de Publicação: 2021
Outros Autores: Bonadio, Victor Carneiro
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Independent Journal of Management & Production
Texto Completo: http://www.ijmp.jor.br/index.php/ijmp/article/view/1332
Resumo: Air transport accounts for a significant portion of all wealth production in the world. In the case of Brazil, although the air transport industry is undergoing profound changes because of the economic crisis, there is enormous potential for this market to resume growth, especially when compared to the number of passengers/inhabitant of already consolidated markets, such as the United States. However, to grow in this market, airlines need to be prepared to adapt to new dynamics and overcome the effects of the economy on the industry. This paper presents a case study of an airline that in the crisis period lost its market leadership and chose to restructure the business-to-business (B2B) sales department to achieve better results in its Business Process Management (BPM). It seeks to identify which factors led the company to lose this leadership from the perspective of its customers and propose a way to review internal processes, eliminating waste, so that the company can resume its position in the market. It has been applied lean service-focused concepts to raise possible causes, identifying and optimized internal sales department flows to create a more appropriate customer value proposition, and correcting for each type of waste mapped. The objective of this case study was to apply the concepts related to the Value Stream Map tool to reduce activities that do not add value, in a service area, of a large airline. The objective was to improve the company's Business Process Management, aiming at a lean, effective and efficient process, improving the organization's performance and competitiveness.
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spelling Service value stream management (SVSM) - a case studyValue Stream MapBusiness Process ManagementBusiness-to-BusinessLeanWasteAir transport accounts for a significant portion of all wealth production in the world. In the case of Brazil, although the air transport industry is undergoing profound changes because of the economic crisis, there is enormous potential for this market to resume growth, especially when compared to the number of passengers/inhabitant of already consolidated markets, such as the United States. However, to grow in this market, airlines need to be prepared to adapt to new dynamics and overcome the effects of the economy on the industry. This paper presents a case study of an airline that in the crisis period lost its market leadership and chose to restructure the business-to-business (B2B) sales department to achieve better results in its Business Process Management (BPM). It seeks to identify which factors led the company to lose this leadership from the perspective of its customers and propose a way to review internal processes, eliminating waste, so that the company can resume its position in the market. It has been applied lean service-focused concepts to raise possible causes, identifying and optimized internal sales department flows to create a more appropriate customer value proposition, and correcting for each type of waste mapped. The objective of this case study was to apply the concepts related to the Value Stream Map tool to reduce activities that do not add value, in a service area, of a large airline. The objective was to improve the company's Business Process Management, aiming at a lean, effective and efficient process, improving the organization's performance and competitiveness.Independent2021-06-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlhttp://www.ijmp.jor.br/index.php/ijmp/article/view/133210.14807/ijmp.v12i4.1332Independent Journal of Management & Production; Vol. 12 No. 4 (2021): Independent Journal of Management & Production; 832-8552236-269X2236-269Xreponame:Independent Journal of Management & Productioninstname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)instacron:IJM&Penghttp://www.ijmp.jor.br/index.php/ijmp/article/view/1332/1778http://www.ijmp.jor.br/index.php/ijmp/article/view/1332/1779Copyright (c) 2021 Delmo Alves de Moura, Victor Carneiro Bonadiohttp://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessMoura, Delmo Alves deBonadio, Victor Carneiro2021-06-01T18:02:39Zoai:www.ijmp.jor.br:article/1332Revistahttp://www.ijmp.jor.br/PUBhttp://www.ijmp.jor.br/index.php/ijmp/oaiijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br||2236-269X2236-269Xopendoar:2021-06-01T18:02:39Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)false
dc.title.none.fl_str_mv Service value stream management (SVSM) - a case study
title Service value stream management (SVSM) - a case study
spellingShingle Service value stream management (SVSM) - a case study
Moura, Delmo Alves de
Value Stream Map
Business Process Management
Business-to-Business
Lean
Waste
title_short Service value stream management (SVSM) - a case study
title_full Service value stream management (SVSM) - a case study
title_fullStr Service value stream management (SVSM) - a case study
title_full_unstemmed Service value stream management (SVSM) - a case study
title_sort Service value stream management (SVSM) - a case study
author Moura, Delmo Alves de
author_facet Moura, Delmo Alves de
Bonadio, Victor Carneiro
author_role author
author2 Bonadio, Victor Carneiro
author2_role author
dc.contributor.author.fl_str_mv Moura, Delmo Alves de
Bonadio, Victor Carneiro
dc.subject.por.fl_str_mv Value Stream Map
Business Process Management
Business-to-Business
Lean
Waste
topic Value Stream Map
Business Process Management
Business-to-Business
Lean
Waste
description Air transport accounts for a significant portion of all wealth production in the world. In the case of Brazil, although the air transport industry is undergoing profound changes because of the economic crisis, there is enormous potential for this market to resume growth, especially when compared to the number of passengers/inhabitant of already consolidated markets, such as the United States. However, to grow in this market, airlines need to be prepared to adapt to new dynamics and overcome the effects of the economy on the industry. This paper presents a case study of an airline that in the crisis period lost its market leadership and chose to restructure the business-to-business (B2B) sales department to achieve better results in its Business Process Management (BPM). It seeks to identify which factors led the company to lose this leadership from the perspective of its customers and propose a way to review internal processes, eliminating waste, so that the company can resume its position in the market. It has been applied lean service-focused concepts to raise possible causes, identifying and optimized internal sales department flows to create a more appropriate customer value proposition, and correcting for each type of waste mapped. The objective of this case study was to apply the concepts related to the Value Stream Map tool to reduce activities that do not add value, in a service area, of a large airline. The objective was to improve the company's Business Process Management, aiming at a lean, effective and efficient process, improving the organization's performance and competitiveness.
publishDate 2021
dc.date.none.fl_str_mv 2021-06-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://www.ijmp.jor.br/index.php/ijmp/article/view/1332
10.14807/ijmp.v12i4.1332
url http://www.ijmp.jor.br/index.php/ijmp/article/view/1332
identifier_str_mv 10.14807/ijmp.v12i4.1332
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv http://www.ijmp.jor.br/index.php/ijmp/article/view/1332/1778
http://www.ijmp.jor.br/index.php/ijmp/article/view/1332/1779
dc.rights.driver.fl_str_mv Copyright (c) 2021 Delmo Alves de Moura, Victor Carneiro Bonadio
http://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2021 Delmo Alves de Moura, Victor Carneiro Bonadio
http://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
text/html
dc.publisher.none.fl_str_mv Independent
publisher.none.fl_str_mv Independent
dc.source.none.fl_str_mv Independent Journal of Management & Production; Vol. 12 No. 4 (2021): Independent Journal of Management & Production; 832-855
2236-269X
2236-269X
reponame:Independent Journal of Management & Production
instname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)
instacron:IJM&P
instname_str Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)
instacron_str IJM&P
institution IJM&P
reponame_str Independent Journal of Management & Production
collection Independent Journal of Management & Production
repository.name.fl_str_mv Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)
repository.mail.fl_str_mv ijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br||
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