OPTIMIZING MAINTENANCE PROCESSES ON CUSTOMER SITE IN A DECENTRALIZED ORGANIZATION BASED ON MULTI-SITE TEAMS


Jorge Moutinho, Fernanda Oliveira

Abstract: This lecture focuses on the complexity to manage and optimize maintenance processes, operations and service tasks to equipments and systems installed at customer sites. Different locations, access and working environment may compromise any standardization of setup's and operations. Multi-site teams based on geographic strategic locations, adds complexity to trainning, communication, supervising and monitoring processes. Logistics and information systems assume relevant rolls to consolidate global performance. Beside efficiency, effectiveness productivity and flexibility, field teams need skills on autonomy responsibility and proactivity. This lecture also explores the needed adaptation of most part of available literature, normally based on production sites, as also of Lean- Kaizen principles to the fact that services can not be stocked, quality is normally more difficult to measure and customer is normally present when and where service is produced.

Keywords: Maintenance management, Lean, Kaizen, service organizations, complexity, scalability

DOI:

Recieved: 03.11.2014  Accepted: 27.01.2015  UDC: 658.562

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