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Otimização Do Processo Do Picking Num Armazém De Um Centro De Reparações De Eletrónica Com Recurso À Filosofia Lean
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O TSC Worten (Technical Service Center) é um centro técnico de reparações de equipa-
mentos eletrónicos do grupo Sonae, que todos os dias procura formas de reduzir o tempo
global de reparação e aumentar o nível de qualidade do serviço prestado aos clientes.
Em qualquer organização, as operações logísticas assumem cada vez mais relevância
como atividade de suporte à estrutura de serviços essenciais. No caso do TSC, a armazenagem
de peças é uma atividade crítica no processo de reparações técnicas de equipamentos, uma
vez que a gestão eficiente das operações envolvidas (das quais se destaca o picking) tem im-
pacto direto na qualidade do serviço prestado ao cliente (satisfação relativamente ao prazo de
reparação) e constitui fator de competitividade face à sua concorrência.
O processo do picking (recolha das peças em armazém) impacta financeiramente na em-
presa, sendo por isso necessário maximizar os níveis de eficiência desta atividade. Perante
este desafio, o presente caso de estudo teve como foco a otimização do processo do picking,
tendo sido baseado na filosofia Lean, contemplando a eliminação de desperdícios. Um mape-
amento da sequenciação de tarefas e uma análise ao valor de cada tarefa e atividade, permitiu
identificar as principais fontes de desperdício no processo do picking, conduzindo posterior-
mente ao desenho e implementação de soluções que permitiram reduzir o tempo de execução
da operação.
Das soluções já implementadas, fundamentalmente relativas à revisão das estratégias
do picking aplicadas, resultou uma redução de 53% do tempo de atividade. Tendo em conta
as soluções atualmente em desenvolvimento, estima-se que permitirão, no total, reduzir o
processo em 80% do seu tempo (face ao tempo da atividade previamente à implementação do
caso de estudo) e reduzir os custos com pessoal em cerca de 24 000 € por ano.
The TSC Worten (Technical Service Center) is a technical repair center for electronic equipment belonging to the Sonae group, which every day looks for ways to reduce the over- all repair time and increase the level of quality of service provided to customers. In any organization, logistical operations assume more and more relevance as an activ- ity to support the structure of essential services. In the case of TSC, parts storage is a critical activity in the process of technical repairs to equipment, since the efficient management of the operations involved (including picking) has a direct impact on the quality of service provided to the customer (satisfaction with the repair period) and constitutes a competitive factor in relation to its competition. The picking process (collection of parts from the warehouse) has a financial impact on the company, which is why it is necessary to maximize the efficiency levels of this activity. Faced with this challenge, this case study focused on optimizing the picking process, having been based on the Lean philosophy, contemplating the elimination of waste. A mapping of the sequencing of tasks and an analysis of the value of each task and activity allowed to identify the main sources of waste in the picking process, subsequently leading to the design and im- plementation of solutions that allowed to reduce the execution time of the operation. The solutions already implemented, fundamentally relating to the review of applied picking strategies, resulted in a 53% reduction in activity time. Considering the solutions cur- rently under development, it is estimated that they will allow, in total, to reduce the process by 80% of its time (in view of the activity time prior to the implementation of the case study) and reduce personnel costs by approximately €24 000 per year.
The TSC Worten (Technical Service Center) is a technical repair center for electronic equipment belonging to the Sonae group, which every day looks for ways to reduce the over- all repair time and increase the level of quality of service provided to customers. In any organization, logistical operations assume more and more relevance as an activ- ity to support the structure of essential services. In the case of TSC, parts storage is a critical activity in the process of technical repairs to equipment, since the efficient management of the operations involved (including picking) has a direct impact on the quality of service provided to the customer (satisfaction with the repair period) and constitutes a competitive factor in relation to its competition. The picking process (collection of parts from the warehouse) has a financial impact on the company, which is why it is necessary to maximize the efficiency levels of this activity. Faced with this challenge, this case study focused on optimizing the picking process, having been based on the Lean philosophy, contemplating the elimination of waste. A mapping of the sequencing of tasks and an analysis of the value of each task and activity allowed to identify the main sources of waste in the picking process, subsequently leading to the design and im- plementation of solutions that allowed to reduce the execution time of the operation. The solutions already implemented, fundamentally relating to the review of applied picking strategies, resulted in a 53% reduction in activity time. Considering the solutions cur- rently under development, it is estimated that they will allow, in total, to reduce the process by 80% of its time (in view of the activity time prior to the implementation of the case study) and reduce personnel costs by approximately €24 000 per year.
Descrição
Palavras-chave
Picking Lean Desperdício Valor Acrescentado Otimização Gestão de Armazém