Análise entre os setores industrial e de serviços: uma revisão bibliográfica das melhorias obtidas através da aplicação do Lean Six Sigma

Abstract

Due to globalization, technological changes and scarce resources, companies have been increasingly competing to secure their place in the market, seeking for alternatives to maintain their survival.Lean Six Sigma is a methodology present in the current era of quality, Total Quality Management (TQM), which aims to continuously improve quality, reduce variability and eliminate defects, resulting in customer satisfaction, reduced costs and consequently the increase in revenues, being widely used in the manufacturing sector and gaining space in the services sector.The present work is a review of literature, to identify the improvements acquired from the application of the Lean Six Sigma methodology in the industrial and service sectors in different countries. The PRISMA methodology was used to select relevant articles to the topic of work, and the bibliographic databases used for the research were the Google Scholar, SciELO, ScienceDirect, Taylor & Francis and Web of Science.The study counted on 27 articles to better exemplify these points, being 11 focused on the industrial sector and 16 on the services sector. It was evident that in both sectors the variability of the process and its waste were reduced, by eliminating non-value-addedactivities, improving process quality, productivity, efficiency, the service provided, increasing customer satisfaction, reducing costs and generating savings. It has been found that Lean Six Sigma is a versatile tool that can be adapted and applied in any segment, allowing potential opportunities for new research and applications.