Resumo

BORCHARDT, Miriam; SELLITTO, Miguel Afonso  e  PEREIRA, Giancarlo Medeiros. Assessment instrument for organizational process improvement: the case of urban passengers transportation in Porto Alegre. Prod. [online]. 2007, vol.17, n.2, pp. 302-316. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65132007000200007.

This paper presents data and information collected in the second semester of 2004, in a multiple case study developed in three city public bus transportation companies, operating in Porto Alegre. The goal of the research was to develop an instrument for assessing the potential for streamlining processes in companies. To do so, it was considered the business scenario of companies and industry, and the theoretical framework presented in Lean Thinking, ean Management, Award Excellence Criteria of industry. Issues related to perceived value present the major gaps between the degree of importance and degree of application attributed by these companies. Secondary gaps refer to balancing service capacity and demand.

Palavras-chave : Public transportation; award excellence criteria; process improvement; lean thinking.