Inter-departmental communication: application of lean manufacturing and as is; to be process: A case study

• Autor(a) principal: Fonseca, Gustavo de Moura Soeiro
• Data de Publicação: 2020
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.22/16806
• topic: Packaging Industry; Jira Kanban; Lean management; Continuous improvement; As Is/To Be; Jira

Three words characterize the current world in every organization: instability, uncertainty and survival. The competition is increasing every day, and the companies have to develop strategies that make them more attractive when a customer is making the decision about whom should he buy products from. Since sometimes the products are equivalent independently of the brand, a better customer service is usually a trigger point for the customer, and usually a good customer service is followed by good and efficient communication ways. The specific goal of this thesis was to enhance and create a solid and trustworthy platform to communicate between colleagues and departments, improving the customer service in terms of costs and time, and make sure that quality is guaranteed independently on the technician that does the job. This project was done at Syntegon Weert, in the Netherlands, and had as main goal the improvement of the department’s organization. Therefore, in order to achieve the goal of the thesis and optimal communication ways to improve the quality provided to the customer, this work focus on the creation of a Frequently Asked Question webpage that can support the technician every time he faces a bottleneck during a project. The creation of standard procedures that guarantee that every technician act based on the same fundamentals principles which should originate similar results, as well as provide equal instructions to the customer. Also, the creation of a platform where data can be inserted in order to make the procedures more transparent, guaranteeing inter-departmental organization, facilitating the creation of standard procedures as well.