طراحی یک واکنش سریع و خدمات با کارایی بالا توسط اصول تولید ناب: روش و ارزیابی تنوع عملکرد

Management based on lean production principles has enabled enterprises to attain very high levels of efficiency, competitiveness and flexibility in production systems. Nowadays, a number of industrial processes are managed in accordance with these advanced management principles, although this is not usually the case with service processes. This work proposes a methodology for implementation of lean management in a services production system, as applied to the case of telecommunication services. In addition, since services are subject to a much greater degree of variability of features than industrial production, this work includes an analysis of that variability and a proposal for action to be taken when it is excessive.

Lean production techniques have contributed to a spectacular improvement in efficiency, speed of response and flexibility in production at many industrial enterprises, through process-based management, elimination of waste and the highly flexible implementation of these processes. Lean management has allowed these enterprises to offer a highly diversified range of products, at the lowest cost, with high levels of productivity, speed of delivery, minimum stock levels and optimum quality. Service enterprises can also benefit from the advantages of lean management, although the approach is less common at this type of enterprise. The objective of this work is to obtain an ordered proposal for management measures aimed at moving from a conventional approach to one of lean production in service enterprises, and to determine the level of improvement thus attained. In addition, since the activities comprising service processes are normally subject to a certain degree of variability in their features, this work also aims to provide an analysis of this variability, together with proposal for action to be taken when it is excessive. For greater clarity, we will also apply this methodology to a case of telecommunication services, a type of service that is of undeniable interest at present, in view of the growing importance of information and communication technologies.

Firstly, we have set out the criteria and a proposal for implementing lean production techniques in services. We have attuned tasks to workstations to the greatest extent possible with the aim of eliminating the waste existing prior to implementation, balancing and saturating workstations to the maximum with the aim of attaining, in full, the efficiency, cost and time competitiveness characteristic of lean management. Secondly, since the variability inherent in service activities can affect such a finely tuned approach and the accompanying efficiency and competitive edge, we have supplemented this work with an analysis of variability, allowing us to present a methodology for the evaluation of its effects and, on the basis of this, a proposal to compensate for it. Lastly, all of the above has been applied to a case of a type of service that is of great importance in today's world, namely telecommunication services. We have succeeded in implementing a lean approach, eliminating waste, increasing productivity and substantially reducing service time using the same number of operatives, and finally, we have identified and resolved excess variabilities in service times.