LEAN ENTERPRISE: Como empresas de alta performance inovam em escala PDF Free Download

Name: LEAN ENTERPRISE: Como empresas de alta performance inovam em escala PDF
Author: Melissa Todd

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LEAN ENTERPRISE: Como empresas de alta performance inovam em escala PDF Free Download

LEAN ENTERPRISE: Como empresas de alta performance inovam em escala PDF free Download. Think more deeply and widely.

Título original: Lean Enterprise

Authorized Portuguese translation of the English edition of Lean Enterprise,

ISBN 9781449368425

Impresso no Brasil

Publicado pela Editora Casa do Código

Rua Vergueiro, 2135 — 8º andar

04101-300 — Vila Mariana — São Paulo — SP

www.casadocodigo.com.br

Editores: Mary Treseler e Angela Rufino

Coordenador de produção: Kara Ebrahim

Preparação de texto: Dmitry Kirsanov

Revisão: Alina Kirsanova

Índice remissivo: Dmitry Kirsanov e Alina Kirsanova

Editoração: David Futato

Capa: Ellie Volckhausen

Ilustrações: Rebecca Demarest e Peter Staples

Tradução: Gabriel Brigidi, Gabriel Gavasso, Leonardo Campos, Lourenço Soares,

Olivia Janequine e Paulo Caroli

O logo da O’Reilly é uma marca registrada da O’Reilly Media, Inc. Lean Enter-

prise, a imagem da capa e qualquer comércio relacionado são marcas registradas

da O’Reilly Media, Inc.

Embora a editora e o autor tenham se esforçado para assegurar que as

informações e instruções contidas neste livro sejam precisas, a editora e o autor

não se responsabilizam por qualquer erro ou omissão, incluindo quaisquer danos

resultados do uso e confiança deste livro. O uso das informações e instruções

presentes aqui é de seu risco. Se quaisquer exemplos de códigos ou outras

tecnologias que este livro contém ou descreve estão sujeitos a licenças open source

ou a direitos de propriedade intelectual de outros, é de sua responsabilidade

garantir que o seu uso obedeça tais licenças e/ou direitos.

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1 INTRODUÇÃO 9

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16 1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE

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1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE 17

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18 1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE

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1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE 19

"53*50&4*45&."4"%"15"5*704$0.1-&9040DPODFJUPEFBUSJUPEF$MBVTFXJU[ÏVNBFYDFMFOUFNFUÈGPSBQBSBDPNQSFFOEFSPDPNQPSUBNFOUPEFTJTUFNBTBEBQUBUJWPTDPNQMFYPTDPNPVNBFNQSFTBPVEFGBUPRVBMRVFSPSHBOJ[BÎÍPIVNBOB"DBSBDUFSÓTUJDBQSJODJQBMEFVNTJTUFNBBEBQUBUJWPDPNQMFYPÏRVFPTFVDPNQPSUBNFOUPHMPCBMOÍPQPEFTFSFOUFOEJEPQPSNFJPEBBCPSEBHFNSFEVDJPOJTUBEF5BZMPSEFBOBMJTBSTFVTDPNQPOFOUFT"PDPOUSÈSJPNVJUBTQSPQSJFEBEFTFQBESÜFTEFDPNQPSUBNFOUPEFTJTUFNBTBEBQUBUJWPTDPNQMFYPTFNFSHFNEBTJOUFSBÎÜFTFOUSFFWFOUPTFDPNQPOFOUFTFNWÈSJPTOÓWFJTEFOUSPEPTJTUFNB/PDBTPEFTJTUFNBTBCFSUPTDPNPFNQSFTBTUBNCÏNÏQSFDJTPDPOTJEFSBSBTJOUFSBÎÜFTDPNPBNCJFOUFJODMVJOEPBTBÎÜFTEPTDMJFOUFTFDPODPSSFOUFTCFNDPNPNVEBOÎBTTPDJBJTFUFDOPMØHJDBTNBJTBNQMBT"USJUPÏQPSGJNVNBDPOTFRVÐODJBEBDPOEJÎÍPIVNBOBPGBUPEFRVFBTPSHBOJ[BÎÜFTTÍPDPNQPTUBTQPSQFTTPBTDPNWPOUBEFTJOEFQFOEFOUFTFJOGPSNBÎÜFTMJNJUBEBT"TTJNPBUSJUPOÍPQPEFTFSFMJNJOBEP1BSBRVFNFTUJWFSJOUFSFTTBEPFNEJGFSFOUFTUJQPTEFTJTUFNBTFDPNPFOUFOEÐMPTSFDPNFOEBNPTFTUVEBSNPEFMP$ZOFGJOEF%BWF4OPXEFOIUUQXXXZPVUVCFDPNXBUDI W/P[9#VOHBZBSHVNFOUBRVFPBUSJUPDSJBUSÐTMBDVOBT&NQSJNFJSPMVHBSVNBMBDVOBEFDPOIFDJNFOUPTVSHFRVBOEPQMBOFKBNPTPVBHJNPTEFWJEPBPFTUBEPOFDFTTBSJBNFOUFJNQFSGFJUPEBJOGPSNBÎÍPRVFUFNPTËEJTQPTJÎÍPFBOFDFTTJEBEFEFGB[FSNPTTVQPTJÎÜFTFJOUFSQSFUBSFTTBJOGPSNBÎÍP&NTFHVOEPMVHBSVNBMBDVOBEF

20 1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE

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1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE 21

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22 1.2 COMANDO DE MISSÃO: UMA ALTERNATIVA AO COMANDO E CONTROLE

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34 2 ADMINISTRANDO A DINÂMICA DO PORTFÓLIO DA EMPRESA

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&91-03"/%0/07"4*%&*"4

2.1 EXPLORANDO NOVAS IDEIAS 35

5PEPFNQSFFOEFEPSRVFSUSBCBMIFFNVNBTUBSUVQPVFNVNBFNQSFTBUFNVNBWJTÍPEPTFVOFHØDJPFEPJNQBDUPRVFJTTPUFSÈTPCSFMFHJÜFTEFDMJFOUFTHSBUPTFBEPSBEPSFT1BSBRVFFTUBWJTÍPTFUPSOFSFBMJEBEFFYJTUFNEVBTQSFNJTTBTQSJODJQBJTRVFEFWFNTFSUFTUBEBTBIJQØUFTFEFWBMPSFBIJQØUFTFEFDSFTDJNFOUP"IJQØUFTFEFWBMPSQFSHVOUBTFPOPTTPOFHØDJPSFBMNFOUFPGFSFDFWBMPSQBSBPTVTVÈSJPTBUSBWÏTEBTPMVÎÍPEFVNQSPCMFNBSFBM4FBTTJNGPSQPEFNPTEJ[FSRVFFODPOUSBNPTVNBKVTUFQSPCMFNBTPMVÎÍP"IJQØUFTFEFDSFTDJNFOUPUFTUBPRVÍPSÈQJEPQPEFNPTBERVJSJSOPWPTDMJFOUFTFTFOØTUFNPTPRVF4UFWF#MBOLDIBNBEFVNQSPDFTTPEFWFOEBTSFQSPEV[ÓWFMFFTDBMÈWFMFNPVUSBTQBMBWSBTTFBOPTTBCBTFEFDMJFOUFTQPEFSBQJEBNFOUFFTDBMBSPUBDPEFIØRVFJOBQSJNFJSBGJHVSBEPDBQÓUVMPFTFUFNPTVNDVTUPEFBRVJTJÎÍPEPDMJFOUFTVGJDJFOUFNFOUFCBJYP4FQBTTBSNPTFTUFTUFTUFTOØTUFNPTVNBKVTUFEFNFSDBEPQSPEVUPFQPEFNPTBWBOÎBSQBSBBTEVBTÞMUJNBTGBTFTEFEFTFOWPMWJNFOUPEPQSPDFTTPEFEFTFOWPMWJNFOUPEFDMJFOUFTEF4UFWF#MBOLDSJBÎÍPEFDMJFOUFMBOBRVBMMBOÎBNPTPOPTTPOFHØDJPBTÏSJPTFHVJEPQPSDPOTUSVÎÍPEBGJSNBOBRVBMUFOUBNPTBUSBWFTTBSPBCJTNP3*&4/BNFUPEPMPHJBEF4UBSUVQ&OYVUBVTBNPTVNBBCPSEBHFNTJTUFNÈUJDBUSBCBMIBOEPOFTTFQSPDFTTPEFGPSNBJUFSBUJWB$PNFÎBNPTEFTDPCSJOEPPRVFQSFDJTBNPTBQSFOEFSBUSBWÏTEBDSJBÎÍPEFVNBIJQØUFTFWBMPS&OUÍPEFDJEJNPTPRVFNFEJSBGJNEFUFTUBSFTTBIJQØUFTF%BÓQSPKFUBNPTVNFYQFSJNFOUPDIBNBEPEFQSPEVUPNÓOJNPWJÈWFM.JOJNVN7JBCMF1SPEVDU.71RVFDPOTUSVÓNPTBGJNEFDPMIFSPTEBEPTOFDFTTÈSJPTEFDMJFOUFTSFBJTQBSBEFUFSNJOBSTFUFNPTVNBKVTUFQSPEVUPNFSDBEP0USVRVFÏJOWFTUJSPNÓOJNPEFFTGPSÎPQBSBQBTTBSQPSFTUFDJDMP+ÈRVFFTUBNPTPQFSBOEPFNDPOEJÎÜFTEFFYUSFNBJODFSUF[BFTQFSBNPTRVFBOPTTBIJQØUFTFEFWBMPSTFKBJODPSSFUB/FTUFNPNFOUPOØTQJWPUBNPTDIFHBOEPDPNVNBOPWBIJQØUFTFEF

36 2.1 EXPLORANDO NOVAS IDEIAS

WBMPSDPNCBTFOPRVFBQSFOEFNPTFQBTTBNPTQFMPQSPDFTTPOPWBNFOUF$POUJOVBNPTBGB[FSJTTPBUÏRVFDPOTJHBNPTVNBKVTUFQSPEVUPNFSDBEPEFDJEBNPTQBSBSEFFYQFSJNFOUBSPVOPTTPTGVOEPTBDBCFN"RVBOUJEBEFEFUFNQPRVFUFNPTBOUFTRVFPEJOIFJSPTFFTHPUFÏDPOIFDJEBDPNPQJTUBFPPCKFUJWPÏQJWPUBSUÍPGSFRVFOUFNFOUFRVBOUPQPTTÓWFMCVTDBOEPFODPOUSBSVNBKVTUFQSPEVUPNFSDBEPFORVBOUPBJOEBUFNPTQJTUBTPCSBOEP6NBDBSBDUFSÓTUJDBJNQPSUBOUFEPNÏUPEP4UBSUVQ&OYVUBÏRVFFYQFSJÐODJBTTÍPCBSBUBTFSÈQJEBTEFFYFDVUBSDPNQBSBEBTDPNBDPOTUSVÎÍPEFVNQSPEVUPDPNQMFUP&NHFSBMTPNPTDBQB[FTEFDPOTUSVJSVNQSPEVUPNÓOJNPWJÈWFMFDPMFUBSEBEPTOPFTQBÎPEFIPSBTEJBTPVTFNBOBTFNWF[EFNFTFTPVBOPTVTBOEPFRVJQFTQFRVFOBTFNVMUJGVODJPOBJTRVFFTUÍPGPDBEBTFNFYFDVUBSPDJDMPDPOTUSVJSNFEJSBQSFOEFSEFGFFECBDLNPTUSBEPOBGJHVSBBEJBOUF&TQFSBNPTRVFNVJUPTFYQFSJNFOUPTWÍPGBMIBSNBTBMHVOTWÍPUFSTVDFTTPOPFOUBOUPBPTFHVJSSJHPSPTBNFOUFPTQBTTPTDBEBJUFSBÎÍPSFTVMUBSÈFNBQSFOEJ[BHFNWBMJEBEB"QSFOEJ[BHFNWBMJEBEBTJHOJGJDBRVFUFTUBNPTOPHSBVEFQSFDJTÍPOFDFTTÈSJPFOÍPNBJTEPRVFJTTPBTQSFNJTTBTGVOEBNFOUBJTQPSUSÈTEPOPTTPNPEFMPEFOFHØDJPQBSBFOUFOEFSTFTFSJBPVOÍPCFNTVDFEJEPFFNTFHVJEBUPNBSBEFDJTÍPEFQFSTFWFSBSQJWPUBSPVQBSBS0QSPDFTTPEB4UBUVQ&OYVUBDPNFÎBSFMBUJWBNFOUFCBSBUPFNVNDPOUFYUPFNQSFTBSJBMQPEFNPTQFSTFHVJSNÞMUJQMPTNPEFMPTEFOFHØDJPTJNVMUBOFBNFOUFVTBOEPP1SJODÓQJPEB0QDJPOBMJEBEF

2.1 EXPLORANDO NOVAS IDEIAS 37

026&²6."01±°0 "DPNQSBEFVNBPQÎÍPOPTEÈPEJSFJUPNBTOÍPBPCSJHBÎÍPEFGB[FSBMHPOPGVUVSPUJQJDBNFOUFDPNQSBSPVWFOEFSVNBUJWPBVNQSFÎPGJYP"TPQÎÜFTUÐNVNQSFÎPFVNBEBUBEFFYQJSBÎÍP*OHSFTTPTQBSBDPODFSUPTVNBDPSEPQBSBTBJSQBSBKBOUBSDPNBMHVÏNFVNBEFDJTÍPEFGJOBODJBSPEFTFOWPMWJNFOUPEFVNOPWPQSPEVUPTÍPFYFNQMPTEFPQÎÜFT

'JHVSB0DJDMPEFDPOTUSVJSNFEJSBQSFOEFS

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38 2.1 EXPLORANDO NOVAS IDEIAS

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2.1 EXPLORANDO NOVAS IDEIAS 39

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40 2.1 EXPLORANDO NOVAS IDEIAS

-JNJUBSPJOWFTUJNFOUPJOJDJBMFDSJBSFTDBTTF[EFSFDVSTPTÏFTTFODJBMQBSBHFSJSPSJTDPEBJOPWBÎÍP%BEPRVFBNBJPSJBEBTJEFJBTJOPWBEPSBTRVFUFNPTOÍPTFSÈCFNTVDFEJEBEFWFNPTDPODFCFSFYQFSJNFOUPTTJNQMFTFSÈQJEPTQBSBFMJNJOBSBTNÈTJEFJBTEFGPSNBSÈQJEBFCBSBUB$POTJEFSFNPTPDBTPEFB$16"3.RVFFTUÈOPDPSBÎÍPEFRVBTFUPEPTPTEJTQPTJUJWPTNØWFJTIPKF"QSJNFJSBWFSTÍPEFTUFQSPDFTTBEPSGPJDPODFCJEBFN$BNCSJEHF3FJOP6OJEPOBEÏDBEBEFQPSEVBTQFTTPBT4PQIJF8JMTPOF4UFWF'VSCFS&MFGPJEFDPODFJUPBQSPKFUPQSPOUPQBSBBQSPEVÎÍPFNNFTFT#*%.&"%2VBOEPQFSHVOUBSBNBPTFVDIFGF)FSNBOO)BVTFSTPCSFDPNPFMFTGJ[FSBNJTTPFMFEJTTF0MIBOEPQBSBUSÈTRVBOEPEFDJEJNPTGB[FSVNNJDSPQSPDFTTBEPSFVBDIPRVFUPNBNPTEVBTHSBOEFTEFDJTÜFT$POGJFJOBFRVJQFFMIFTEFJEVBTDPJTBTRVFB*OUFMFB.PUPSPMBOVODBUJOIBNEBEPBPTFVQFTTPBMBQSJNFJSBGPJOFOIVNEJOIFJSPFBTFHVOEBGPJOFOIVNBQFTTPB&MFTUJWFSBNEFGB[FSEFGPSNBTJNQMFT56350/0TDPODFJUPTDFOUSBJTEB4UBSUVQ&OYVUBTÍPQSPKFUBEPTQBSBBWBMJBSSBQJEBNFOUFPTNPEFMPTEFOFHØDJPTBUSBWÏTEBJEFOUJGJDBÎÍPFUFTUFTEFIJQØUFTFTEFVNBGPSNBDJFOUÓGJDB"TTJNFMFTUÐNBQMJDBÎÍPQBSBBMÏNEBDSJBÎÍPEFOPWBTFNQSFTBT1PSFYFNQMPPTQSJODÓQJPTEFSFTUSJOHJSUFNQPFSFDVSTPTMJNJUBOEPBQFSEBFDPOTUSVJOEPVNQSPEVUPNÓOJNPWJÈWFMQBSBUFTUBSTVBIJQØUFTFEFWBMPSPNBJTSBQJEBNFOUFQPTTÓWFMDPNDMJFOUFTSFBJTEFWFSJBNTFSBQMJDBEPTOPJOÓDJPEFRVBMRVFSFNQSFFOEJNFOUP%FWFNPTVTBSFTTBBCPSEBHFNQBSBFYQMPSBSUPEBTBTOPWBTJEFJBTRVFUÐNJODØHOJUBTJODFSUF[BTFQPSUBOUPSJTDPTTFKBQBSBFOUSFHBSOPWPTQSPEVUPTTVCTUJUVJOEPTJTUFNBTFYJTUFOUFTBEPUBOEPOPWBTGFSSBNFOUBTQSPDFTTPTPVNFUPEPMPHJBTPVJNQMFNFOUBOEPTPMVÎÜFTDPNFSDJBJTEFQBDPUFTEFTPGUXBSF$0544FNQSFRVFWPDÐPVWJSGBMBSEFVNOPWPQSPKFUPEF5*DPNFÎBOEPDPNVN

2.1 EXPLORANDO NOVAS IDEIAS 41

HSBOEFPSÎBNFOUPFRVJQFTEFEF[FOBTPVDFOUFOBTEFQFTTPBTFVNDSPOPHSBNBEFNVJUPTNFTFTBOUFTRVFBMHPSFBMNFOUFTFKBFOUSFHVFWPDÐQPEFFTQFSBSRVFPQSPKFUPWBJFTUPVSBSPUFNQPFPPSÎBNFOUPFOÍPFOUSFHBSÈPWBMPSFTQFSBEP"1-*$"/%0"45"561&/965"&.130+&504*/5&3/04%&5*1SJODÓQJPTEF4UBSUVQ&OYVUBTÍPJHVBMNFOUFJNQPSUBOUFTQBSBQSPKFUPTEFFOHFOIBSJBEFTPGUXBSFJOUFSOPTJODMVJOEPTFSWJÎPTFQMBUBGPSNBTDPNPOVWFOTQSJWBEBTTVCTUJUVJÎÜFTEFTJTUFNBTFBTTJNQPSEJBOUF*OJDJBUJWBTFOPSNFTDPNQMBOPTEFNFTFTPVNFTNPBOPTTVSHFNBUPEBIPSBQBSBFTUFTUJQPTEFQSPKFUPTGB[FOEPQSPNFTTBTWB[JBTEFUSBCBMIBSEFGPSNBJODSFNFOUBMQBSBSFTPMWFSVNQSPCMFNBSFBMEFVNDMJFOUFJOUFSOP/BWFSEBEFBTFRVJQFTRVFDPOTUSPFNFTUFTTJTUFNBTGSFRVFOUFNFOUFEFTEFOIBNEBTOFDFTTJEBEFTFQSFGFSÐODJBTEFTFVTDMJFOUFTNVJUBTWF[FTPVWJNPTEFDMBSBÎÜFTDPNPTBCFNPTEPRVFFMFTQSFDJTBNNFMIPSEPRVFFMFTNFTNPT1SPKFUPTFYFDVUBEPTEFTUBGPSNBTFNFOUSFHBSSFHVMBSNFOUFWBMPSJODSFNFOUBMQBSBPTTFVTDMJFOUFTBGJNEFPCUFSGFFECBDLTÍPVNUFSSÓWFMEFTQFSEÓDJPEFUFNQPFSFDVSTPTFSBSBNFOUFDVNQSFNTFVTPCKFUJWPTSFTVMUBEPTPVJOUFOÎÜFT.BTIÈPVUSBTHSBWFTDPOTFRVÐODJBTTJTUFNBTJOUFSOPTRVFTÍPSVJOTEFVTBSEFJYBNGVODJPOÈSJPTGSVTUSBEPTJNQBDUBOEPBNPUJWBÎÍPFTVBDBQBDJEBEFEFGB[FSTFVUSBCBMIPEFGPSNBFGJDB["MÏNEPTDVTUPTEFVNNBVEFTFNQFOIPBTFNQSFTBTDSJBNTJTUFNBTRVFBHSFHBNBJOEBNBJTBDPNQMFYJEBEFEFBNCJFOUFTEFQSPEVÎÍPKÈFYUSFNBNFOUFDPNQMFYPT0SFTVMUBEPJOFWJUÈWFMÏTIBEPX*5FRVJQFTBCBOEPOBOEPPTTFSWJÎPTBQSPWBEPTPVNBOUJEBTQFMPEFQBSUBNFOUPEF5*FNGBWPSEFBMHPNFMIPSQBSBRVFFMFTQPTTBNGB[FSPUSBCBMIP

42 2.1 EXPLORANDO NOVAS IDEIAS

"TPSHBOJ[BÎÜFTUFOEFNBJOJDJBSOPWPTQSPKFUPTDPNHSBOEFTFRVJQFTUBOUPQPSRVFFMFTBTTVNFNFSSPOFBNFOUFRVFJTTPWBJBKVEBSBBDBCBSBOUFTFQPSRVFFMFTVTBNQSPDFTTPTUBJTDPNPDJDMPTEFPSÎBNFOUPBOVBMRVFFTUJNVMBNBEJTQVUBQFMPTQSPKFUPTFSFDVSTPTGBWPSJUPT/BDPOTUSVÎÍPEFTJTUFNBTDPNQMFYPTOPFOUBOUPFTUBTGPSÎBTMFWBNJOFWJUBWFMNFOUFBPJODIBÎPEPTJTUFNBBVNFOUPEBDPNQMFYJEBEFFHFSFODJBNFOUPEFEFQFOEÐODJBTJOFGJDJÐODJBFNÈRVBMJEBEF&TUBCFMFDFSFUFOUBSNBOUFSVNBDPNVOJDBÎÍPFGJDB[EFOUSPEFHSBOEFTFRVJQFTDPOTPNFFOPSNFTRVBOUJEBEFTEFDBQBDJUBÎÍPFNQSPKFUPTHSBOEFT&ORVBOUPJTTPPTTJTUFNBTDSJBEPTDSFTDFNSBQJEBNFOUFEFGPSNBEFTDPOUSPMBEBFTFNEJSFÎÍP/FTUFBNCJFOUFÏFYUSFNBNFOUFEJGÓDJMFTUBCFMFDFSDJDMPTFGJDB[FTEFGFFECBDLQBSBEFUFSNJOBSTFPRVFFTUÈTFOEPDPOTUSVÓEPÏWBMJPTPFBMJOIBEPËWJTÍPEPQSPEVUPPVQSPKFUP.VJUBTWF[FTOÍPÏOFNNFTNPQPTTÓWFMJOUFHSBSPTDPNQPOFOUFTFNVNTJTUFNBRVFGVODJPOFQPSHSBOEFQBSUFEPQSPKFUPFRVBOEPUFOUBNPTGB[FSJTTPFODPOUSBNPTVNBJOGJOJEBEFEFQSPCMFNBTRVFEFWFNTFSSFTPMWJEPTQBSBEFJYBSPTJTUFNBBQFOBTFNGVODJPOBNFOUPJNBHJOFQBSBTFSQVCMJDBEP 5FNTJEPBOPTTBFYQFSJÐODJBDPOGPSNFSFGMFUJEPOB5BCFMBRVFBPBDSFTDFOUBSNPTQMBOFKBNFOUPBOUFTEFDPNFÎBSPUSBCBMIPUFOEFBGB[FSPSFTVMUBEPGJOBMQJPSOÍPNFMIPS/FOIVNHSBOEFFNQSFFOEJNFOUPEFWFTFSUPUBMNFOUFGJOBODJBEPBOUFTRVFOØTUFOIBNPTFWJEÐODJBQBSBBQPJBSPNPEFMPFDPOÙNJDPFEFOFHØDJPOPRVBMFMFTFCBTFJBFFTTBFYQMPSBÎÍPEFWFTFSGFJUBDPNFRVJQFTQFRVFOBTFNVMUJGVODJPOBJTDPNPSÎBNFOUPMJNJUBEPDPNPEFTDSJUPOBQSØYJNBQBSUFEFTUFMJWSP

2.1 EXPLORANDO NOVAS IDEIAS 43

"0&91-03"3/0704.0%&-04%&/&(»$*04.*/*.*;&0*/7&45*.&/50&.%&4&/70-7*.&/50%&40'58"3&6NBHSBOEFSFEFEFWBSFKPDPNRVFUSBCBMIBNPTRVFSJBBCSJSVNBMPKBFNVNOPWPNFSDBEPTVBQSJNFJSBFYQBOTÍPJOUFSOBDJPOBM"FRVJQFTEF5*SFDFCFSBNPJUPTFNBOBTQBSBBEBQUBSPTTFVTTJTUFNBTEFQPOUPEFWFOEBQBSBRVFGVODJPOBTTFNOPOPWPQBÓTDBMDVMBOEPVNJNQPTUPTPCSFWFOEBTEJGFSFOUFFVTBOEPVNBNPFEBEJGFSFOUF&TUJNBNPTRVFBMUFSBSPTJTUFNBFYJTUFOUFQBSBTVQPSUBSEJWFSTBTNPFEBTFSFHJNFTGJTDBJTTFSJBVNQSPKFUPEF5*TJHOJGJDBUJWPEFNVJUPTNFTFTFRVFOFDFTTJUBSJBJOWFTUJNFOUPTJHOJGJDBUJWP'PSÎBEBBQSPDVSBSPQÎÜFTQBSBWBMJEBSRVFBTPMVÎÍPFSBSFBMNFOUFQPTTÓWFMBFRVJQFDPEJGJDPVPOPWPJNQPTUPTPCSFBTWFOEBTEJSFUBNFOUFOPTJTUFNBEFNBJOGSBNFKÈFYJTUFOUFFJNQMFNFOUPVVNQSPYZTJNQMFTRVFTVCTUJUVJVPTTÓNCPMPTEFNPFEBFNUFNQPSFBMQBSBPTTJTUFNBTOBOPWBMPKB&NCPSBBFYQBOTÍPJOUFSOBDJPOBMUFOIBTJEPDBODFMBEBQPSDBVTBEBDSJTFGJOBODFJSBEFBQBSUFJOJDJBMEFTPGUXBSFEPQSPKFUPWBMJEPVBTPMVÎÍPQSPQPTUBDPNNÓOJNPJOWFTUJNFOUPBOUFTEFEFDJEJSJOWFTUJSFNVNBTPMVÎÍPUPUBMNFOUFGVODJPOBMFSPCVTUBEFMPOHPQSB[P6NBÞMUJNBOPUBTPCSFFYQMPSBÎÍP/FTUFDBQÓUVMPOØTOPTDPODFOUSBNPTOBEJGVTÍPEBJOPWBÎÍPOPRVFEJ[SFTQFJUPBPTQSPEVUPTNBTFYBUBNFOUFPTNFTNPTQSJODÓQJPTTFBQMJDBNËNVEBOÎBPSHBOJ[BDJPOBM.VJUBTFNQSFTBTUFOUBNJNQMBOUBSOPWBTNFUPEPMPHJBTQSÈUJDBTQSPDFTTPTFGFSSBNFOUBTFNUPEBBPSHBOJ[BÎÍPEFVNBTØWF[JHOPSBOEPPGBUPEFRVFBTQFTTPBTSFTQPOEFNBFTTBTJOPWBÎÜFTEFNBOFJSBTEJGFSFOUFTFRVFOÍPFYJTUFVNBBCPSEBHFNQBESÍPQBSBBBEPÎÍP²DPNVNWFSFTUFUJQPEF

44 2.1 EXPLORANDO NOVAS IDEIAS

BCPSEBHFNCJHCBOHOÍPBUJOHJSPTSFTVMUBEPTFTQFSBEPTFTFSEJTDSFUBNFOUFBCBOEPOBEPQBSBEBSMVHBSBNBJTVNBOPWBJOJDJBUJWBQBSBSFTPMWFSBTGBMIBTEPQBTTBEP%FWFNPTFYQMPSBSFFYQFSJNFOUBSNVEBOÎBTSBEJDBJTEFQSPDFTTPDIBNBEBTLBJLBLVOBUFSNJOPMPHJB-FBOEBNFTNBGPSNBRVFFYQMPSBNPTQPUFODJBJTOPWPTNPEFMPTEFOFHØDJP*TUPÏEFWFNPTUFTUÈMPTDPNVNBQBSUFSFMBUJWBNFOUFQFRVFOBJOUFSGVODJPOBMEBPSHBOJ[BÎÍPDPNBTQFTTPBTRVFTFFORVBESBNOBDBUFHPSJBEFJOPWBEPSBT&TUBTQFTTPBTEFWFNFTUBSJOUFSFTTBEBTOPTFYQFSJNFOUPTEFQSPDFTTPQSPQPTUPTFUFSBTIBCJMJEBEFTOFDFTTÈSJBTQBSBFYFDVUÈMPT1BSBVNBNVEBOÎBRVFTFQSPWFWBMJPTBFTUBFRVJQFQPEFBKVEBSOBBEPÎÍPFNPVUSPTHSVQPTQBSBRVFFMBBUSBWFTTFPBCJTNPBUÏPVUSBTÈSFBTEBFNQSFTBBUÏRVFTFUPSOFBNBOFJSBQBESÍPEFTFUSBCBMIBS&OUSFUBOUPBNFMIPSJBEFQSPDFTTPTOÍPQBSBQPSBRVJ$POGPSNFEJTDVUJEPOPQSØYJNPDBQÓUVMPUPEBTBTFRVJQFTBJOEBWÍPGB[FSNFMIPSJBTEFQSPDFTTPDPOUÓOVBTFJODSFNFOUBJTDIBNBEBTLBJ[FODPNPQBSUFEFTVBBUJWJEBEFEJÈSJBEFSFEV[JSEFTQFSEÓDJPFBVNFOUBSWB[ÍPFRVBMJEBEF%JTDVUJSFNPTTPCSFDVMUVSBPSHBOJ[BDJPOBMNBJTQSPGVOEBNFOUFOPDBQÓUVMP&NQSFTBTTÍPPUJNJ[BEBTQBSBBQSPWFJUBSNPEFMPTEFOFHØDJPRVFKÈBUSBWFTTBSBNPBCJTNPGPSBNGFJUBTQBSBJTTP&OUSFUBOUPÏNVJUPDPNVNOPUSBCBMIPEFFOHFOIBSJBIBWFSVNHBSHBMPRVBOEPTFFTUÈFWPMVJOEPQSPEVUPTFYJTUFOUFTFJOUSPEV[JOEPOPWPTQSPEVUPTEFOUSPEBDBUFHPSJBTFOEPFYQMPSBEB1SPKFUPTTÍPBCBTFEPQBSBEJHNBUSBEJDJPOBMQBSBFYFDVUBSPUSBCBMIPFNVNBFNQSFTB6NQSPKFUPOPSNBMNFOUFOFDFTTJUBRVF

"1307&*5"/%0.0%&-04%&/&(»$*07"-*%"%04

2.2 APROVEITANDO MODELOS DE NEGÓCIO VALIDADOS 45

TFFTDSFWBVNQMBOPEFOFHØDJPTQBSBSFDFCFSPSÎBNFOUPPRVFQPSTVBWF[MFWBBVNBHSBOEFEPTFEFQMBOFKBNFOUPQSPKFUPFBOÈMJTFBOUFDJQBEPT0TEJWFSTPTEFQBSUBNFOUPTEFWFNFOUÍPDPPSEFOBSPUSBCBMIPFFYFDVUBSPQMBOP0TVDFTTPEFVNQSPKFUPÏNFEJEPQPSDPNQMFUBSPQMBOPPSJHJOBMEFOUSPEPQSB[PFEPPSÎBNFOUP-BNFOUBWFMNFOUFFOUSFUBOUPPGBUPEFPQSPKFUPTFSCFNTVDFEJEPEFBDPSEPDPNFTTFTDSJUÏSJPTÏJSSFMFWBOUFFJOTJHOJGJDBOUFRVBOEPDPNQBSBEPBTFPQSPKFUPDSJPVEFGBUPWBMPSQBSBDMJFOUFTFQBSBBPSHBOJ[BÎÍP%BEPTPCUJEPTBPFWPMVJSTJTUFNBTCBTFBEPTOBXFCSFWFMBNRVFBBCPSEBHFNEFEFTFOWPMWJNFOUPEFGVODJPOBMJEBEFTCBTFBEBFNQMBOPTÏNVJUPGSBDBOPRVFEJ[SFTQFJUPBDSJBSWBMPSQBSBPTDMJFOUFTFQBSBBPSHBOJ[BÎÍP""NB[POFB.JDSPTPGUFNVJUBTTUBSUVQTVTBNVNBUÏDOJDBDIBNBEBUFTUF"#QBSBDPMFUBSEBEPTQFTRVJTBOEPTFVNBGVODJPOBMJEBEFWBJEFGBUPHFSBSWBMPSQBSBPVTVÈSJPBOUFTEFEFTFOWPMWÐMBDPNQMFUBNFOUF3POOZ,PIBWJRVFGPJEJSFUPSEPHSVQPEF.JOFSBÎÍPEF%BEPTF1FSTPOBMJ[BÎÍPOB"NB[POBOUFTEFJSQBSBB.JDSPTPGUDPNP(FSFOUF(FSBMEB1MBUBGPSNBEF&YQFSJNFOUBÎÍPSFWFMBBTIVNJMEFTFTUBUÓTUJDBTFOUSFFEBTJEFJBTOÍPNFMIPSBNBTNÏUSJDBT$PNCBTFFNFYQFSJNFOUPTOB.JDSPTPGUEBTJEFJBTDSJPVVNBNVEBOÎBQPTJUJWBFTUBUJTUJDBNFOUFTJHOJGJDBUJWBOÍPQSPEV[JVEJGFSFOÎBFTUBUJTUJDBNFOUFTJHOJGJDBUJWBFDSJPVVNBNVEBOÎBOFHBUJWBFTUBUJTUJDBNFOUFTJHOJGJDBUJWB,0)"7*$300,-0/(#05)".FUBM*NBHJOBWBTFRVFUPEBTBTJEFJBTUFTUBEBTFSBNCPBTNBTOFNBJOUVJÎÍPOFNBPQJOJÍPEFFTQFDJBMJTUBTTÍPCPOTQSFEJUPSFTEPWBMPSRVFVNBJEFJBUFSÈQBSBPTVTVÈSJPT0QBSBEJHNBEFQSPKFUPTBHSBWBFTTFQSPCMFNB1SPKFUPTOPSNBMNFOUFMFWBNUBOUPUFNQPEPJOÓDJPBPGJNRVFBTQBSUFTJOUFSFTTBEBTUFOUBNGPSÎBSPNÈYJNPQPTTÓWFMEFGVODJPOBMJEBEFT

46 2.2 APROVEITANDO MODELOS DE NEGÓCIO VALIDADOS

FNDBEBVNDJFOUFTEFRVFWBJTFSEJGÓDJMBEJDJPOBSGVODJPOBMJEBEFTVNBWF[RVFPQSPKFUPFTUJWFSDPNQMFUP"MÏNEPNBJTPQSPDFTTPEFQMBOFKBNFOUPPDPSSFRVBOEPUFNPTBNFOPSRVBOUJEBEFEFJOGPSNBÎÜFTFFOUFOEJNFOUPEPTSJTDPTEPQSPKFUPKVTUPOPDPNFÎP%FWJEPBVNWJÏTDPHOJUJWPDPOIFDJEPDPNPGBMÈDJBEPQMBOFKBNFOUPFYFDVUJWPTUFOEFNBUPNBSEFDJTÜFTCBTFBEBTFNVNPUJNJTNPEFMJSBOUFFNWF[EFMFWBSFNDPOUBHBOIPTQFSEBTFQSPCBCJMJEBEFT&MFTFYBHFSBNCFOFGÓDJPTFTVCFTUJNBNDVTUPT&MFTWFOEFNDFOÈSJPTEFTVDFTTPFORVBOUPJHOPSBNPQPUFODJBMQBSBFOHBOPTFFSSPTEFDÈMDVMP$PNPSFTVMUBEPFMFTQFSTFHVFNJOJDJBUJWBTDPNCBJYBQSPCBCJMJEBEFEFTFNBOUFSFNEFOUSPEPPSÎBNFOUPFEPQSB[PPVEFFOUSFHBSPTSFTVMUBEPTFTQFSBEPPVBUÏNFTNPEFTFSFNDPODMVÓEPT,")/&."/Q.VJUPTQSFTUBEPSFTEFTFSWJÎPDPOGJBNOBGBMÈDJBEFQMBOFKBNFOUPRVBOEPBQSFTFOUBNQSPQPTUBTFYUSFNBNFOUFCBJYBTQBSBPTTFSWJÎPTJOJDJBJTEFGJOJEPTOPDPOUSBUPFTQFDJBMNFOUFRVBOEPPTDPOUSBUPTTÍPDPODFEJEPTËQSPQPTUBNBJTCBJYBFEFQPJTGB[FNTFVMVDSPBUSBWÏTEFTPMJDJUBÎÜFTEFNVEBOÎBQFMBTRVBJTPTDMJFOUFTQBHBNVNWBMPSNBJPS®NFEJEBRVFSFBMJ[BNPTVNQSPKFUPEFTDPCSJNPTOPWBTJOGPSNBÎÜFTNBTDPNPOJOHVÏNRVFSUFSTVBTGVODJPOBMJEBEFTFMJNJOBEBTOPWBTJOGPSNBÎÜFTHFSBMNFOUFMFWBNBNBJTUSBCBMIPPRVFÏDPOIFDJEPDPNPTDPQFDSFFQBVNFOUPHSBEVBMEPFTDPQPEPQSPKFUP%POBME3FJOFSUTFOEFTDSFWFJTTPDPNPVNDJDMPWJDJPTPEFBEJDJPOBSNBJTFTDPQPDPOGPSNFFYFDVUBNPTPQSPKFUPFEFTDPCSJNPTNBJTJOGPSNBÎÜFTDPNPBFTQJSBMEPMPUFHSBOEFEBNPSUFBRVBMFNDPNCJOBÎÍPDPNBGBMÈDJBEPQMBOFKBNFOUPTJHOJGJDBRVFQSPKFUPTWÍPFYDFEFSUBOUPTFVPSÎBNFOUPRVBOUPPTFVQSB[PQSPQPSDJPOBMNFOUFBPTFVUBNBOIP&TTFÏVNBSHVNFOUP

2.2 APROVEITANDO MODELOS DE NEGÓCIO VALIDADOS 47

JNQPSUBOUFQBSBBEJNJOVJÎÍPEPUBNBOIPEPTMPUFT3FJOFSUTFOUFNVNDBQÓUVMPJOUFJSPFNTFVMJWSPQBSBBSHVNFOUBSQFMBSFEVÎÍPEPUBNBOIPEFMPUF5PEBTFTTBTGVODJPOBMJEBEFTFFTDPQPBDSFTDFOUBEPTTJHOJGJDBNRVFQSPKFUPTOPSNBMNFOUFBEJDJPOBNVNBRVBOUJEBEFFOPSNFEFDPNQMFYJEBEFFNBNCJFOUFTEFQSPEVÎÍPPTRVBJTOÍPTÍPUJQJDBNFOUFDPOUBCJMJ[BEPTDPNPQBSUFEPQSPDFTTPEFQMBOFKBNFOUPEFQSPKFUP&TTBDPNQMFYJEBEFMFWBBDVTUPTNBJTBMUPTFUSBCBMIPOÍPQMBOFKBEPOPEFQBSUBNFOUPEFPQFSBÎÜFTFBVNFOUBTJHOJGJDBUJWBNFOUFPDVTUPFFTGPSÎPOFDFTTÈSJPQBSBFYFDVUBSQSPKFUPTGVUVSPT'JOBMNFOUFVNBWF[RVFBBCPSEBHFNEFQSPKFUPTKVMHBQFTTPBTEFBDPSEPDPNTFPUSBCBMIPUFSNJOPVEFOUSPEPQSB[PFEPPSÎBNFOUPOÍPCBTFBEPOPWBMPSFOUSFHVFQBSBPTDMJFOUFTBQSPEVUJWJEBEFÏNFEJEBQFMPSFOEJNFOUPOÍPQFMPTSFTVMUBEPT*TTPHFSBWÈSJPTDPNQPSUBNFOUPTOPDJWPT0TQSPGJTTJPOBJTEFQSPEVUPQBTTBNBTFSKVMHBEPTQPSTVBIBCJMJEBEFEFQSPEV[JSEPDVNFOUPTEFFTQFDJGJDBÎÍPBCSBOHFOUFTFDBTPTEFOFHØDJPCFNFMBCPSBEPTFNWF[EFTFPTQSPEVUPTFGVODJPOBMJEBEFTRVFFMFTQSPQÜFHFSBNWBMPSQBSBPVTVÈSJP%FTFOWPMWFEPSFTTÍPSFDPNQFOTBEPTQPSDPODMVJSDØEJHPFNTFVTQSØQSJPTDPNQVUBEPSFTNBTOÍPQPSJOUFHSÈMPFNVNTJTUFNBGVODJPOBOEPFUFTUBEPRVFQPEFTVQPSUBSVTPSFBMFNHSBOEFFTDBMB$SJBNPTVNBDVMUVSBEFIFSPÓTNPJOTVTUFOUÈWFMRVFQSFNJBPFYDFTTPEFUSBCBMIPFBMUBVUJMJ[BÎÍPHBSBOUJOEPRVFUPEPNVOEPFTUFKBPDVQBEPFNWF[EFGB[FSPNÓOJNPEFUSBCBMIPQPTTÓWFMQBSBBMDBOÎBSPTSFTVMUBEPTEFTFKBEPT"MUBVUJMJ[BÎÍPTJHOJGJDBRVFPUSBCBMIPRVFFOWPMWFDPMBCPSBÎÍPMFWBNBJTUFNQPQBSBUFSNJOBSQPSRVFBTQFTTPBTRVFWPDÐQSFDJTBQBSBDPODMVJSPUSBCBMIPFTUÍPTFNQSFPDVQBEBTDPNPVUSBTQSJPSJEBEFT1BSBDVNQSJSQSB[PTDBEBWF[NBJTVSHFOUFTBTQFTTPBTEFJYBNEFSFBMJ[BSNBOVUFOÎÍPFNFMIPSJBEFQSPDFTTPTEFUSBCBMIP

48 2.2 APROVEITANDO MODELOS DE NEGÓCIO VALIDADOS

DPNPBBVUPNBÎÍPRVFBVNFOUBSJBRVBMJEBEFFWB[ÍP*TTPQPSTVBWF[FMFWBPDVTUPEFGB[FSPUSBCBMIPOPGVUVSPBVNFOUBOEPBQSFTTÍPTPCSFBPSHBOJ[BÎÍPQBSBUSBCBMIBSNBJTFBMJNFOUBOEPVNDJDMPWJDJPTPEFFYDFTTPEFUSBCBMIP+PIO4FEEPOBVUPSEF'SFFEPNGSPN$PNNBOE$POUSPMBGJSNBRVFPDPNQPSUBNFOUPEJTGVODJPOBMÏPOJQSFTFOUFFTJTUÐNJDPOÍPQPSRVFBTQFTTPBTTÍPNÈTNBTQPSRVFBFYJHÐODJBEFTFSWJSËIJFSBSRVJBDPNQFUFDPNBFYJHÐODJBEFBUFOEFSPTDMJFOUFT<>"DSJBUJWJEBEFEBTQFTTPBTFTUÈFOWPMWJEBOBTPCSFWJWÐODJBOÍPOBNFMIPSJB$PNPOPTMJWSBNPTEFTTBFTQJSBMEFTDFOEFOUF /B1BSUF***EFTUFMJWSPEFTDSFWFNPTDPNPFYFDVUBSQSPHSBNBTEFUSBCBMIPFNHSBOEFFTDBMBOPEPNÓOJPEFBQSPWFJUBNFOUPVTBOEPPTTFHVJOUFTQSJODÓQJPT%FGJOJSNFEJSFHFSFODJBSSFTVMUBEPTFOÍPQSPEVÎÍP"QMJDBOEPP1SJODÓQJPEF.JTTÍPOØTOPSUFBNPTOPTTPQSPHSBNBEFUSBCBMIPPTSFTVMUBEPTJEFBJTQBSBBTQBSUFTJOUFSFTTBEBT&OUÍPOPOÓWFMEFQSPHSBNBOØTUSBCBMIBNPTJUFSBUJWBNFOUFFTQFDJGJDBOEPQBSBDBEBJUFSBÎÍPPTSFTVMUBEPTNFOTVSÈWFJTOPOÓWFMEPQSPHSBNBRVFRVFSFNPTPCUFS'JDBBDBSHPEBTFRVJQFTUSBCBMIBOEPOPQSPHSBNBDPNPBUJOHJSFTTFTSFTVMUBEPT$PNCBTFOPGFFECBDLEFDPOTVNJEPSFTSFBJTBQØTDBEBJUFSBÎÍPUSBCBMIBNPTQBSBNFMIPSBSBRVBMJEBEFEBEFNBOEB(FSFODJFQBSBWB[ÍPFNWF[EFDBQBDJEBEFPVVUJMJ[BÎÍP*NQMFNFOUBNPTQSJODÓQJPTEF,BOCBOQBSBGB[FSUPEPPUSBCBMIPWJTÓWFMFMJNJUBSPUSBCBMIPFNFYFDVÎÍP/ØTFOUÍPCVTDBNPTQBSBSEFDPNFÎBSPUSBCBMIPFDPNFÎBNPTBUFSNJOBSPNBJTDFEPQPTTÓWFM/ØTCVTDBNPTDPOUJOVBNFOUFBNFMIPSJBEFQSPDFTTPQBSBSFEV[JSPUFNQPEFDJDMPPUFNQPRVFMFWBQBSBFOUSFHBSPUSBCBMIPFNUPEPPTJTUFNB

2.2 APROVEITANDO MODELOS DE NEGÓCIO VALIDADOS 49

/ØTVTBNPTFOUSFHBDPOUÓOVBFUSBCBMIBNPTFNQFRVFOPTJODSFNFOUPTQBSBUPSOBSCBSBUPFCBJYPPSJTDPEFFOUSFHBSUSBCBMIPFNQFRVFOPTMPUFTFUFSDJDMPTEFGFFECBDLNBJTGÈDFJT(BSBOUBRVFBTQFTTPBTTFKBNSFDPNQFOTBEBTQPSGBWPSFDFSFNVNBWJTÍPEFMPOHPQSB[PFOPOÓWFMEFTJTUFNBBOUFTEFCVTDBSFNPCKFUJWPTGVODJPOBJTEFDVSUPQSB[P"TQFTTPBTEFWFNTFSSFDPNQFOTBEBTQPSDPMBCPSBÎÍPDPOUÓOVBFFGFUJWBHBOIBHBOIBQPSNJOJNJ[BSFNBRVBOUJEBEFEFUSBCBMIPOFDFTTÈSJBQBSBBMDBOÎBSPTSFTVMUBEPTEFTFKBEPTFQPSSFEV[JSFNBDPNQMFYJEBEFEPTTJTUFNBTRVFDSJBNPTQBSBMFWBSBFTUFTSFTVMUBEPT"TQFTTPBTOÍPEFWFNTFSQVOJEBTRVBOEPPDPSSFNGBMIBTFNWF[EJTTPEFWFNPTDPOTUSVJSVNBDVMUVSBEFFYQFSJNFOUBÎÍPFDPMBCPSBÎÍPQSPKFUBSTJTUFNBTRVFUPSOBNTFHVSPGBMIBSFQÙSFNQSÈUJDBQSPDFTTPTQBSBRVFQPTTBNPTBQSFOEFSDPNOPTTPTFSSPTFVTBSFTUBJOGPSNBÎÍPQBSBUPSOBSPTOPTTPTTJTUFNBTNBJTSFTJMJFOUFT"DIBWFQBSBHFSFODJBSPQPSUGØMJPEFOFHØDJPTEFVNBFNQSFTBDPNPRVBMRVFSPVUSPJOWFTUJNFOUPGJOBODFJSPÏVUJMJ[BSVNNPEFMPFDPOÙNJDP/PFOUBOUPFTTBOÍPÏVNBQSÈUJDBBNQMBNFOUFEJGVOEJEB&NVNBQFTRVJTBDPNUPNBEPSFTEFEFDJTÍPFNOFHØDJPTHMPCBJTFYJCJEBOBGJHVSBBTFHVJSBQFOBTEPTSFTQPOEFOUFTSFQPSUBSBNVUJMJ[BSVNNPEFMPFDPOÙNJDPQBSBBUPNBEBEFEFDJTÜFTEFJOWFTUJNFOUPFNQSPEVUPTFTFSWJÎPT*NQSFTTJPOBOUFNFOUFBENJUJSBNRVFBPQJOJÍPEBQFTTPBNBJTCFNQBHBDPOIFDJEPDPNPPNÏUPEP)J110)JHIFTU1BJE1FSTPOhT0QJOJPOÏPGBUPSQSJNÈSJPEFEFDJTÍPUFSNPGPJDSJBEPQPS3POOZ,PIBWJBSRVJUFUPBTTPDJBEPOB.JDSPTPGU

#"-"/$&"/%001035'»-*0%"&.13&4"

50 2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA

SFTQPOEFSBNVTBSPNÏUPEPEFEFDJTÍPQPSDPNJUÐRVFÏBQFOBTVNQPVDPNFOPTFNCBSBÎPTP

'JHVSB$PNPFNQSFTBTUPNBNEFDJTÜFTEFJOWFTUJNFOUP

&N&TDBQF7FMPDJUZ'SFF:PVS$PNQBOZT'VUVSFGSPNUIF1VMMPGUIF1BTU(FPGGSFZ.PPSFBQSFTFOUBVNNBUSJ[EFDSFTDJNFOUPFTTFODJBMJEBEFQBSBWJTVBMJ[BSBTEFDJTÜFTEFJOWFTUJNFOUPFYJTUFOUFTNPTUSBEBOBGJHVSBTFHVJOUFFEFTDSFWFDPNPFMBOPTQFSNJUFEJTUJOHVJSFOUSFBTFNQSFTBTRVFUÐNVNBFTUSBUÏHJBEFDBSUFJSBFGJDB[FBRVFMBTRVFOÍPPGB[FN0FJYP:EPEJBHSBNBNFEFTFVNOFHØDJPFNQBSUJDVMBSÏFTTFODJBMQBSBWPDÐFNSFMBÎÍPBPTPVUSPTFNRVFFTTFODJBMTJHOJGJDBRVFFMFHFSBFOUSFFPVNBJTEPGBUVSBNFOUPUPUBMPVMVDSP0FJYP9NFEFBUBYBEFDSFTDJNFOUPEPOFHØDJPFNUFSNPTBCTPMVUPT

2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA 51

'JHVSB"NBUSJ[EFDSFTDJNFOUPFTTFODJBMJEBEFEF(FPGGSFZ".PPSFVUJMJ[BEPDPNBQFSNJTTÍPEF)BSQFS$PMMJOT1VCMJTIFST--$

%JWFSTBTPSHBOJ[BÎÜFTDPNPFNB.JDSPTPGU*#.F)1UÐNMJOIBTRVFMJEFSBNPNFSDBEPOPRVBESBOUFRVFDPSSFTQPOEFBPFTUÈHJP$VNNFSDBEPNBEVSPOBGJHVSB$JDMPEFWJEBEBNBUVSJEBEFEFVNBDBUFHPSJBEF-JEBOEPDPN%BSXJO1PSÏNDPNPNPTUSBEPOBGJHVSBBOUFSJPSOFOIVNBGPJDBQB[EFEFTFOWPMWFSFNPQPTJÎÍPBBERVJSJSVNBHSBOEFMJOIBEFQSPEVUPTOPFTUÈHJP#DPSSFTQPOEFOUFBPRVBESBOUFBQFTBSEFJOWFTUJNFOUPTFN1%TJHOJGJDBUJWPTRVFMFWBSBNBOPWPTOFHØDJPTOPRVBESBOUF1PSPVUSPMBEPB"NB[POP(PPHMFFB"QQMFDSJBSBNOBÞMUJNBEÏDBEBOFHØDJPTRVFDSFTDFSBNSBQJEBNFOUFQBSBTFUPSOBSFTTFODJBJTQBSBBFNQSFTB1BSBFOUFOEFSQPSRVFUBOUBTFNQSFTBTEFJYBNEFDSJBSOFHØDJPTOPRVBESBOUFEFWFNPTFOUFOEFSBEJOÉNJDBEPQPSUGØMJPEBFNQSFTB*TTPÏEFTDSJUPOPNPEFMPEFIPSJ[POUFTBQSFTFOUBEPFN#BHIBJ$PMFZF8IJUFFYJCJEPOBGJHVSBBTFHVJS0

52 2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA

IPSJ[POUFDPOTJTUFEPTFVDPOKVOUPEFDBUFHPSJBTEFQSPEVUPTFOFHØDJPTDFOUSBJTDPSSFTQPOEFOUFBPRVBESBOUFOBGJHVSBBOUFSJPS

'JHVSB5SÐT)PSJ[POUFTEF(FPGGSFZ".PPSFVUJMJ[BEPDPNBQFSNJTTÍPEF)BSQFS$PMMJOT1VCMJTIFST--$

*OWFTUJNFOUPTFNOFHØDJPTOPIPSJ[POUFEBSÍPSFTVMUBEPOPNFTNPBOPFOPSNBMNFOUFUPNBNBGPSNBEFEFTFOWPMWFSQSPEVUPTFYJTUFOUFTFMBOÎBSOPWPTEFOUSPEBTDBUFHPSJBTFYJTUFOUFT)PSJ[POUFÏPDPOKVOUPEFOFHØDJPTFNFSHFOUFTRVFGPSNBSÍPPDFOUSPEPOFHØDJPOPGVUVSP&TUFTOFDFTTJUBNEFJOWFTUJNFOUPTJHOJGJDBUJWPFBUFOÎÍPEBTEJWJTÜFTEFNBSLFUJOHFWFOEBTQBSBTFSFNCFNTVDFEJEPTNBTOÍPUFSÍPPNFTNPSFUPSOPRVFPT

2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA 53

JOWFTUJNFOUPTOPIPSJ[POUF)PSJ[POUFÏPEPNÓOJPEB4UBSUVQ&OYVUBPOEFFYQFSJNFOUBNPTDPNOPWPTNPEFMPTEFOFHØDJPFUFOUBNPTDSJBSBMJOIBNFOUPQSPEVUPNFSDBEPQBSBOPWPTOFHØDJPT/ØTCVTDBNPTJOWFTUJSUFNQPFEJOIFJSPPTVGJDJFOUFQBSBDSJBSQJTUBTQBSBEFTDPCSJSPBMJOIBNFOUPQSPEVUPNFSDBEPBOUFTEFGB[FSJOWFTUJNFOUPTGVUVSPT&OUÍPOØTPVNPWFNPTBJEFJBQBSBPIPSJ[POUFPVBBSRVJWBNPTUBMWF[BUÏRVFBTDPOEJÎÜFTEPNFSDBEPPVBWBOÎPTUFDOPMØHJDPTBUPSOFNGBWPSÈWFMOPWBNFOUF&YJTUFNUSÐTQSPCMFNBTTJHOJGJDBUJWPTDPOTQJSBOEPQBSBFMJNJOBSOFHØDJPTRVFDIFHBNBPIPSJ[POUF1SJNFJSPFMFTOFDFTTJUBNEFVNJOWFTUJNFOUPTJHOJGJDBUJWPFNUFSNPEFSFDVSTPTEFQFTRVJTBWFOEBFNBSLFUJOHTFNRVFUSBHBNPSFUPSOPDPSSFTQPOEFOUFEFGBUVSBNFOUPBNÏUSJDBQFMBRVBMFTTFTEFQBSUBNFOUPTTÍPUSBEJDJPOBMNFOUFNFEJEPT4FHVOEPDBEBVNEPTUSÐTIPSJ[POUFTOFDFTTJUBEFQSÈUJDBTNVJUPEJGFSFOUFTEFBENJOJTUSBÎÍPFBQPJPQBSBTFSCFNTVDFEJEPDPOGPSNFFYJCJEPOB5BCFMB&TDPMIFSDFHBNFOUFVNBBCPSEBHFNDPOTJTUFOUFQBSBDBEBSFTVMUBSÈFNGSBDBTTP'JOBMNFOUFDPNP$MBZUPO$ISJTUJFOTFOEJTDVUFFN5IF*OOPWBUPST%JMFNNBFNQSFTBTSFOUÈWFJTGSFRVFOUFNFOUFTÍPSFMVUBOUFTFNDBOJCBMJ[BSTFVMVDSPFQBSUJDJQBÎÍPOPNFSDBEPMBOÎBOEPOPWPTQSPEVUPTEJTSVQUJWPTBRVFMFTRVFQPEFNBNFBÎBSTFVSFTVMUBEPGJOBMFBWBMJBÎÍPEFNFSDBEP5BCFMB5SÐTIPSJ[POUFT

)PSJ[POUFNFTFT)PSJ[POUFNFTFT)PSJ[POUFNFTFT0CKFUJWPT.BYJNJ[BSPSFUPSOPFDPOÙNJDP"USBWFTTBSPBCJTNPDPNFÎBSBDPOUSJCVJSDPNGBUVSBNFOUPTJHOJGJDBUJWP$SJBSVNOPWPOFHØDJP

54 2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA

)PSJ[POUFNFTFT)PSJ[POUFNFTFT)PSJ[POUFNFTFT.ÏUSJDBTDIBWF'BUVSBNFOUPDPNQBSBEPBPQMBOPQBSUJDJQBÎÍPEFNFSDBEPMVDSBUJWJEBEF5BYBEFWFOEBTDPOUBTDIBWF&NQPMHBÎÍPQPQVMBSJEBEFOPCPDBBCPDBDPOTVNJEPSGJOBMDMJFOUFTGBNPTPTFNQSFTBT

/ØTGSFRVFOUFNFOUFWFNPTFTTBTGPSÎBTDPOTQJSBOEPQBSBJNQFEJSRVFOFHØDJPTTPCSFWJWBNBPIPSJ[POUFNFTNPFNFNQSFTBTRVFGB[FNVNCPNUSBCBMIPUBOUPEFFYQMPSBSRVBOUPEFBQSPWFJUBSNPEFMPTEFOFHØDJP'SFRVFOUFNFOUFPVUSBTFNQSFTBTBDBCBNUSB[FOEPFMFTQBSBPNFSDBEPDPNSFTVMUBEPTBWBTTBMBEPSFT01"3$EB9FSPYJOWFOUPVB(6*NPEFSOBCFNDPNPEJWFSTPTPVUSPTFMFNFOUPTEBDPNQVUBÎÍPNPEFSOB.BTPTDBCFÎBTEFUPOFSOBNBUSJ[EB9FSPYOÍPUJOIBNBNFOPSJEFJBEPRVFFSBVNDPNQVUBEPSFPRVFFMFQPEFSJBGB[FSFBTTJNBDBCPVTFOEPB"QQMFFB.JDSPTPGURVFUSPVYFSBNPTDPNQVUBEPSFTQBSBBTTBMBTEFFTUBSEBQPQVMBÎÍP4UFWF+PCT5IF-PTU*OUFSWJFXT"HJHBOUFEBGPUPHSBGJB,PEBLRVFQFEJVGBMÐODJBFNEFGBUPJOWFOUPVBDÉNFSBEJHJUBM4UFWF4BTTPOFTFVUJNFEP-BCPSBUØSJPEF1FTRVJTBEB%JWJTÍPEF"QBSFMIPT,PEBLDSJPVBESBNÈUJDBJOPWBÎÍPFN+"37*4&OUSFUBOUPPUJNFTFEFGSPOUPVDPNHFSFOUFTDPOGVTPTRVFOÍPDPOTFHVJBNDPNQSFFOEFSQPSRVFDPOTVNJEPSFTJSJBNRVFSFSWFSGPUPHSBGJBTFNVNBUFMBEFDPNQVUBEPS0OFHØDJPFTUBWBPUJNJ[BEPQBSBSFWFMBSGPUPHSBGJBTQSPEV[JOEPQBQFMGJMNFFPVUSPTTVQSJNFOUPTOÍPDBQUVSBOEPNFNØSJBT

2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA 55

10326&70$³/°010%&4*.1-&4.&/5&$0/53"5"306$0.13"3036.01"3"*/07"±°0%JWFSTBTFNQSFTBTUÐNDPNQSBEPTUBSUVQTFNVNBUFOUBUJWBEFFTDPMIFSBUFOEÐODJBBUVBMFBDFMFSBSBJOPWBÎÍPUBMWF[QBSBEJWFSTJGJDBSFFRVJMJCSBSPTFVQPSUGØMJPQBSBTFUPSOBSVNMBCPSBUØSJPEFJOPWBÎÍPPVNBSDBSVNBDBJYJOIBOPFTUÈHJP"RVBESBOUFIPSJ[POUF5FNPTPCTFSWBEPEFQFSUPPTNBVTSFTVMUBEPTRVFJTTPDSJBDPNFTTBTDPNQSBTGSBDBTTBOEPFNQSPEV[JSPSFUPSOPFTQFSBEPFPTNFNCSPTNBJTFYQFSJFOUFTEPUJNFTBJOEPBTTJNRVFFMFTQVEFSFNTBDBSTVBTBÎÜFT0TQSPCMFNBTPDPSSFNRVBOEPBFNQSFTBDPNQSBEBUSBCBMIBOEPFNVNQSPEVUPEFIPSJ[POUFPVÏTVCNFUJEBËHPWFSOBOÎBIPSJ[POUFNFUBTGJOBODFJSBTFBTFTUSVUVSBTEFHFTUÍPEBFNQSFTBBERVJSFOUFEFTUSVJOEPDPNQMFUBNFOUFBTVBDBQBDJEBEFEFJOPWBS®TWF[FTBTQFTTPBTEBPSHBOJ[BÎÍPNÍFTÍPSPEBEBTBUSBWÏTEPMBCPSBUØSJPEFJOPWBÎÍPOBFTQFSBOÎBEFRVFJTTPWÈNBHJDBNFOUFFOTJOÈMPTBJOPWBSFNVNIPSJ[POUFEJGFSFOUFFNWF[EFTJNQMFTNFOUFEBSMIFTVNDIPRVFDVMUVSBM6NBBRVJTJÎÍPQBSBDPOUSBUBSPTUBMFOUPTBDRVJIJSJOHGSFRVFOUFNFOUFGBMIBQFMBNFTNBSB[ÍPQFHBSQFTTPBTØUJNBTFDPMPDÈMBTFNDVMUVSBTQBUPMØHJDBTPVCVSPDSÈUJDBTOÍPNVEBBDVMUVSBRVFCSBBTQFTTPBT"TPMVÎÍPÏGB[FSPUSBCBMIPEVSPQBSBUSBOTGPSNBSBDVMUVSBEBTVBQSØQSJBPSHBOJ[BÎÍPFGPNFOUBSMJEFSBOÎBFGJDB[FVNBHFTUÍPBEFRVBEBQBSBDBEBIPSJ[POUFRVFBMJÈTSFNPWFBOFDFTTJEBEFEFDPOUSBUBSPVBERVJSJSJOPWBEPSFT/PTTBIJQØUFTFÏEFRVFPSHBOJ[BÎÜFTTPCSFWJWFNFDSFTDFNOP

56 2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA

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2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA 57

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58 2.3 BALANCEANDO O PORTFÓLIO DA EMPRESA

$0.0""&5/"$3*06/07"4$0.1"/)*"41"3"%*43615"34&6/&(»$*0$&/53"-"TTJNDPNPUPEPTPTPVUSPTQBSUJDJQBOUFTOPNFSDBEP/PSUF"NFSJDBOPEFTBÞEFB"FUOBTBCJBRVFB-FJEP$VJEBEP"DFTÓWFM"GGPSEBCMF$BSF"DUEPHPWFSOP0CBNBSFQSFTFOUBWBUBOUPVNSJTDPTÏSJPRVBOUPVNBPQPSUVOJEBEFTJHOJGJDBUJWB$PNBOPTEFJEBEFOBÏQPDBRVFBMFJGPJBTTJOBEBB"FUOBEFDJEJVDSJBSVNBOPWBDPNQBOIJBDIBNBEB)FBMUIBHFOVNBPSHBOJ[BÎÍPTFQBSBEBGJOBODJBEBTFQBSBEBNFOUFDPNQFOTBEBTFQBSBEBNFOUFFBENJOJTUSBEBTFQBSBEBNFOUFQPSJTTPFMBOÍPFTUÈTVKFJUBBPNFTNPQSPDFTTPEFHFTUÍPEB"FUOBBGJNEFDBVTBSEJTSVQÎÍPOPNFSDBEPEFQMBOPTEFTBÞEFDPNOPWPTNPEFMPTEFUFDOPMPHJBFEFOFHØDJPT")FBMUIBHFOUFNVNBMWPEFHFSBSFOUSFFCJMIÜFTEFEØMBSFTFNGBUVSBNFOUPJOJDJBMNFOUF5&$)0/0.:""FUOBUBNCÏNDSJPVPVUSBTVCTJEJÈSJBDPNJEFJBTHFSBJTTFNFMIBOUFTQBSBDSJBSVNNFSDBEPQBSBDPOTVNJEPSFTFHFSBSNPEFMPTEFGVOEPEFQFOTÍP.BSL#FSUPMJOJ1SFTJEFOUFEP$POTFMIPEF"ENJOJTUSBÎÍP$&0F1SFTJEFOUFEB"FUOBBGJSNBRVFTFVPCKFUJWPÏDPOTUSVJSVNFDPTTJTUFNBDPNQFUJUJWPCBTFBEPOBUFDOPMPHJBRVFWBJDBVTBSEJTSVQÎÍPOPNPEFMPEFOFHØDJPEBQSØQSJB"FUOB$BEBJEFJBUFNTFVQSØQSJPDJDMPEFWJEBDPNJEFJBTCFNTVDFEJEBTDSJBOEPWBOUBHFOTDPNQFUJUJWBTQBSBPTQSJNFJSPTTFHVJEPSFT&BSMZ"EPQUFSTFQPSGJNTFUPSOBOEPBGVOEBÎÍPQBSB

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2.4 CONCLUSÃO 59

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60 2.4 CONCLUSÃO

i"PTNFMIPSFTGBMUBDPOWJDÎÍPFORVBOUPRVFPTQJPSFTFTUÍPDIFJPTEFJOUFOTJEBEFBQBJYPOBEBw8#:FBUT2VBOEPFOGSFOUBNPTVNBOPWBPQPSUVOJEBEFPVQSPCMFNBBTFSSFTPMWJEPOPTTPJOTUJOUPDPNPIVNBOPTÏQVMBSEJSFUPQBSBBTPMVÎÍPTFNJOWFTUJHBSBEFRVBEBNFOUFPUBNBOIPEPQSPCMFNBUFTUBSBTTVQPTJÎÜFTJOFSFOUFTËTPMVÎÍPQSPQPTUBPVOPTEFTBGJBSBWBMJEBSBTPMVÎÍPDPNVTVÈSJPTSFBJT1PEFNPTWFSFTTFJOTUJOUPOPUSBCBMIPRVBOEPQSPKFUBNPTOPWPTQSPEVUPTBEJDJPOBNPTOPWBTGFBUVSFTBQSPEVUPTFYJTUFOUFTBCPSEBNPTQSPCMFNBTEFQSPDFTTPTFPSHBOJ[BDJPOBJTDPNFÎBNPTQSPKFUPTPVTVCTUJUVÓNPTTJTUFNBTFYJTUFOUFT²BGPSÎBRVFOPTMFWBBDPNQSBSGFSSBNFOUBTDBSBTRVFQBSFDFNSFTPMWFSUPEPTPTOPTTPTDBTPTJNQMBOUBSVNBOPWBNFUPEPMPHJBPVÉOJNPPSHBOJ[BDJPOBMQFMBFNQSFTBUPEBPVJOWFTUJSFNQSPHSBNBTEFUSBCBMIPRVFQÜFNBDPNQBOIJBFNSJTDP1JPSOØTGSFRVFOUFNFOUFOPTBQBJYPOBNPTQFMBTOPTTBTQSØQSJBTTPMVÎÜFTFFNTFHVJEBDBÓNPTOBGBMÈDJBEPDVTUPJSSFDVQFSÈWFMRVBOEPJHOPSBNPTFWJEÐODJBTRVFEFWFSJBNOPTGB[FSRVFTUJPOBSTFEFWFSÓBNPTDPOUJOVBSCVTDBOEPBT2VBOEPDPNCJOBEBTDPNVNBQPTJÎÍPEFQPEFSFTTBTGPSÎBTQPEFNUFSDPOTFRVÐODJBTDBUBTUSØGJDBTVNEPTOPTTPTDPMFHBTRVBTFGPJEFNJUJEPQPSVNDMJFOUFQPSUFSBBVEÈDJBEFQFSHVOUBSTPCSFPDBTFEFOFHØDJPQPSUSÈTEFVNQSPKFUPFNQBSUJDVMBS4FUJWÏTTFNPTVNTVQFSQPEFSTFSJBNBHJDBNFOUFBQBSFDFS

*OWFTUJHVF

CAPÍTULO 3

i"EÞWJEBOÍPÏVNBDPOEJÎÍPBHSBEÈWFMNBTBDFSUF[BÏVNBCTVSEPw7PMUBJSF1BSBFNQSFTBTRVFFYQFSJNFOUBNOPWPTNPEFMPTEFOFHØDJPFQSPEVUPTDPNPBTTUBSUVQTPNBJPSSJTDPÏVNBGBMIBFNDSJBSBMHPRVFSFBMNFOUFFOUSFHVFWBMPSQBSBPTVTVÈSJPT"FTUSVUVSB-FBO4UBSUVQQFSNJUFRVFSBQJEBNFOUFEFTDBSUFNPTJEFJBTRVFOÍPFOUSFHVFNWBMPSPVRVFOÍPTFSÍPBEPUBEBTSÈQJEPPTVGJDJFOUFOÍPEFTQFSEJÎBOEPOPTTPTSFDVSTPTDPNFMBT$POUVEPPTQSJODÓQJPTQPSUSÈTEB-FBO4UBSUVQQPEFNTFSBQMJDBEPTBUPEPTPTUJQPTEFBUJWJEBEFTEFOUSPEBFNQSFTBDPNPNFMIPSJBEFQSPDFTTPNVEBOÎBPSHBOJ[BDJPOBMTVCTUJUVJÎÍPEFTJTUFNBTFQSPHSBNBTEF(3$HPWFSOBOÎBSJTDPFDPOGPSNJEBEF/FTUFDBQÓUVMPBQSFTFOUBSFNPTPTQSJODÓQJPTFDPODFJUPTRVFOPTQFSNJUFNUFSVNBBCPSEBHFNTJTUFNÈUJDBQBSBHFSFODJBSPSJTDPEPUSBCBMIPQMBOFKBEPSFVOJOEPJOGPSNBÎÜFTEFNBOFJSBBSFEV[JSBJODFSUF[B&TTBFTUSVUVSBEFUSBCBMIPGPSNBBCBTFQBSBVNBBCPSEBHFNQSÈUJDBQBSBFYQMPSBSOPWBTPQPSUVOJEBEFTRVFBQSFTFOUBNPTBPMPOHPEB1BSUF**

.0%&-&&.&±"03*4$0%0*/7&45*.&/50

64 3 MODELE E MEÇA O RISCO DO INVESTIMENTO

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3.4 GERENCIAMENTO CIENTÍFICO VERSUS MÉTODO CIENTÍFICO 85

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86 3.5 CONCLUSÃO

CAPÍTULO 4

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88 4 EXPLORAR A INCERTEZA PARA DETECTAR OPORTUNIDADES

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4.1 DESCOBERTA 89

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4.1 DESCOBERTA 91

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92 4.1 DESCOBERTA

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4.2 EM QUE NEGÓCIO ESTAMOS? 95

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96 4.2 EM QUE NEGÓCIO ESTAMOS?

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4.2 EM QUE NEGÓCIO ESTAMOS? 99

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4.2 EM QUE NEGÓCIO ESTAMOS? 101

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102 4.2 EM QUE NEGÓCIO ESTAMOS?

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4.2 EM QUE NEGÓCIO ESTAMOS? 103

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104 4.2 EM QUE NEGÓCIO ESTAMOS?

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5.1 CONTABILIDADE PARA INOVAÇÃO 125

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5.1 CONTABILIDADE PARA INOVAÇÃO 127

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128 5.1 CONTABILIDADE PARA INOVAÇÃO

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5.1 CONTABILIDADE PARA INOVAÇÃO 129

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130 5.1 CONTABILIDADE PARA INOVAÇÃO

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5.1 CONTABILIDADE PARA INOVAÇÃO 131

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132 5.1 CONTABILIDADE PARA INOVAÇÃO

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5.4 TRANSIÇÃO ENTRE HORIZONTES PARA CRESCER E TRANSFORMAR 145

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146 5.4 TRANSIÇÃO ENTRE HORIZONTES PARA CRESCER E TRANSFORMAR

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5.4 TRANSIÇÃO ENTRE HORIZONTES PARA CRESCER E TRANSFORMAR 149

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150 5.5 CONCLUSÃO

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CAPÍTULO 6

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6 IMPLEMENTE ENTREGA CONTÍNUA 157

SFTVMUBEPTEFDMJFOUF.BTDIFHBSBFTUFFTUBEPÏEJGÓDJMFÏNVJUPGÈDJMWPMUBSËTNBOFJSBTBOUJHBTEFTFGB[FSBTDPJTBT"MDBOÎBSBMUPEFTFNQFOIPFNPSHBOJ[BÎÜFTRVFUSBUBNTPGUXBSFDPNPVNBWBOUBHFNFTUSBUÏHJDBEFQFOEFEPBMJOIBNFOUPFOUSFPEFQBSUBNFOUPEF5*FPSFTUPEBPSHBOJ[BÎÍPKVOUPDPNBIBCJMJEBEFEF5*QBSBFYFDVUBS7BMFBQFOB&NVNSFMBUØSJPEP.*54MPBO.BOBHFNFOU3FWJFX"WPJEJOHUIF"MJHONFOU5SBQJO*OGPSNBUJPO5FDIOPMPHZPTBVUPSFTQFTRVJTBSBNFNQSFTBTFEFTDPCSJSBNRVFBRVFMBTDPNBMUPEFTFNQFOIPEPUPUBMHBTUBNVNQPVDPNFOPTRVFBNÏEJBFN5*FORVBOUPBMDBOÎBNDPOTJEFSBWFMNFOUFUBYBTNBJTBMUBTEFDSFTDJNFOUPEFGBUVSBNFOUP4$)1*-#&3(#&3&;163:&"34)")&OUSFUBOUPDPNPWPDÐTFNPWFEFCBJYPEFTFNQFOIPQBSBBMUPEFTFNQFOIPJNQPSUB&NQSFTBTDPNCBJYPBMJOIBNFOUPFEFQBSUBNFOUPTEF5*UÐNVNBPQÎÍPEFFTDPMIB&MBTEFWFNCVTDBSBMJOIBNFOUPQSJNFJSPPVUFOUBSNFMIPSBSTVBIBCJMJEBEFEFFYFDVÎÍP %BEPTNPTUSBNRVFFNQSFTBTFNRVFBTDBQBDJEBEFTEF5*FSBNSVJOTBMDBOÎBWBNQJPSFTSFTVMUBEPTRVBOEPFMBTCVTDBWBNBMJOIBNFOUPDPNBTQSJPSJEBEFTEFOFHØDJPBOUFTEFFYFDVÎÍPNFTNPRVBOEPDPMPDBWBNVNJOWFTUJNFOUPBEJDJPOBMTJHOJGJDBUJWPFNUSBCBMIPBMJOIBEP1PSPVUSPMBEPFNQSFTBTFNRVFPTUJNFTEFFOHFOIBSJBGB[FNVNCPNUSBCBMIPFOUSFHBOEPPTFVUSBCBMIPOPQSB[PFTJNQMJGJDBOEPPTTFVTTJTUFNBTBMDBOÎBWBNNFMIPSFTSFTVMUBEPTEFOFHØDJPDPNCBTFTEFDVTUPNVJUPNFOPSFTNFTNPTFPTTFVTJOWFTUJNFOUPTEF5*OÍPFTUJWFTTFNBMJOIBEPTDPNPOFHØDJP0TQFTRVJTBEPSFTDPODMVÓSBNRVFQBSBBMDBOÎBSVNBMUPEFTFNQFOIPFNQSFTBTRVFEFQFOEFNEFTPGUXBSFEFWFNGPDBSTFQSJNFJSBFQSJODJQBMNFOUFOBTVBIBCJMJEBEFEFFYFDVÎÍPDPOTUSVJSTJTUFNBTDPOGJÈWFJTFUSBCBMIBSDPOUJOVBNFOUFQBSBSFEV[JSDPNQMFYJEBEF4PNFOUFFOUÍPBCVTDBEFBMJOIBNFOUPDPNBT

158 6 IMPLEMENTE ENTREGA CONTÍNUA

QSJPSJEBEFTEFOFHØDJPUFSÈÐYJUP1PSÏNFNUPEPUJNFOØTFTUBNPTTFNQSFCBMBODFBOEPPTFTGPSÎPTRVFGB[FNPTQBSBNFMIPSBSOPTTBTIBCJMJEBEFTDPNPUSBCBMIPEFFOUSFHBRVFQSPWÐWBMPSBPTDMJFOUFT1BSBGB[FSJTTPEFNBOFJSBFGFUJWBÏFTTFODJBMHFSFODJBSBNCPTPTUJQPTEFUSBCBMIPUBOUPOPTOÓWFJTEFQSPHSBNBDPNPEFGMVYPEFWBMPS/FTUFDBQÓUVMPOØTEFTDSFWFNPTDPNPBMDBOÎBSJTUPBUSBWÏTEFVNGSBNFXPSLDIBNBEP.FMIPSJB,BUB&TUFÏPQSJNFJSPQBTTPRVFEFWFNPTGB[FSQBSBMFWBSNFMIPSJBDPOUÓOVBËFYFDVÎÍPEFQSPHSBNBTEFHSBOEFFTDBMB6NBWF[RVFUFOIBNPTBMDBOÎBEPJTTPOØTQPEFNPTVTBSBTGFSSBNFOUBTEPTDBQÓUVMPTTFHVJOUFTQBSBJEFOUJGJDBSFSFNPWFSBUJWJEBEFTRVFOÍPBHSFHBNWBMPSOPOPTTPQSPDFTTPEFEFTFOWPMWJNFOUPEFQSPEVUPT/ØTWBNPTDPNFÎBSDPNVNFTUVEPEFDBTPEPUJNFEF'JSNXBSF-BTFS+FUEB)1RVFFODPOUSPVQSPCMFNBTUBOUPEFBMJOIBNFOUPDPNPEFFYFDVÎÍP(367&3$PNPPOPNFTVHFSFFTUFUJNFFTUBWBUSBCBMIBOEPFNTPGUXBSFFNCBSDBEPFNRVFPTDMJFOUFTOÍPUJOIBNOFOIVNEFTFKPEFSFDFCFSBUVBMJ[BÎÜFTGSFRVFOUFTEPTPGUXBSF&OUSFUBOUPFTUFDBTPQSPWÐVNFYDFMFOUFFYFNQMPEFDPNPPTQSJODÓQJPTEFTDSJUPTOPSFTUBOUFEB1BSUF***GVODJPOBFNFTDBMBQBSBVNUJNFEJTUSJCVÓEPBTTJNDPNPPTCFOFGÓDJPTFDPOÙNJDPTFNBEPUÈMPT"EJWJTÍPEF'JSNXBSF-BTFS+FUEB)1DPOTUSØJPTTPGUXBSFTFNCBSDBEPTRVFSPEBNFNUPEPTPTFRVJQBNFOUPTDPNPTDBOOFSTJNQSFTTPSBTFNVMUJGVODJPOBJT0UJNFDPOTJTUFFNQFTTPBTEJTUSJCVÓEBTFOUSF&TUBEPT6OJEPT#SBTJMF¶OEJB&NFTUBEJWJTÍPUJOIBVNQSPCMFNBFMFTFTUBWBNNPWFOEPTFNVJUP

&456%0%&$"40)1-"4&3+&5'*3.8"3&

6.1 ESTUDO DE CASO: HP LASERJET FIRMWARE 159

EFWBHBS&MFTFTUBWBNOPDBNJOIPDSÓUJDPEPMBOÎBNFOUPEFOPWPTQSPEVUPTQPSBOPTFFTUBWBNJODBQB[FTEFFOUSFHBSOPWBTGVODJPOBMJEBEFTi.BSLFUJOHWJOIBBUÏOØTDPNNJMIÜFTEFJEFJBTRVFEFTMVNCSBSJBNPDMJFOUFFOØTTJNQMFTNFOUFSFTQPOEÓBNPTA%BTVBMJTUBFTDPMIBBTEVBTDPJTBTRVFWPDÐHPTUBSJBEFUFSOPTQSØYJNPTNFTFTw&MFTUFOUBSBNBVNFOUBSPTHBTUPTDPOUSBUBSFUFSDFJSJ[BSQBSBSFTPMWFSPQSPCMFNBNBTOBEBGVODJPOPV&MFTOFDFTTJUBWBNVNBOPWBBCPSEBHFN0QSJNFJSPQBTTPGPJFOUFOEFSPQSPCMFNBDPNNBJPSQSPGVOEJEBEF&MFTPGJ[FSBNBUSBWÏTEFDPOUBCJMJEBEFQPSBUJWJEBEFBMPDBSHBTUPTQBSBBTBUJWJEBEFTRVFPUJNFFTUÈGB[FOEP"5BCFMBNPTUSBPRVFFMFTEFTDPCSJSBN5BCFMB"UJWJEBEFTEPUJNFEF'JSNXBSF-BTFS+FUEB)1FN

EPTDVTUPT"UJWJEBEF*OUFHSBÎÍPEFDØEJHP1MBOFKBNFOUPEFUBMIBEP1PSUBOEPPDØEJHPFOUSFCSBODIFTEPTJTUFNBEFDPOUSPMFEFWFSTÜFT4VQPSUFBPQSPEVUP5FTUFNBOVBM_*OPWBÎÍP

*TUPSFWFMPVNVJUPTPCSFBTBUJWJEBEFTRVFOÍPBHSFHBWBNWBMPSDPNPQPSUBOEPPDØEJHPFOUSFCSBODIFTFQMBOFKBNFOUPEFUBMIBEPEFNBOFJSBBOUFDJQBEB"HSBOEFQPSÎÍPEFUFNQPHBTUBFNTVQPSUFBPQSPEVUPUBNCÏNJOEJDBWBVNQSPCMFNBOBRVBMJEBEFEPTPGUXBSFTFOEPQSPEV[JEP%JOIFJSPHBTUPFNTVQPSUFFTUÈHFSBMNFOUFTFSWJOEPBEFNBOEBGBMIBBPDPOUSÈSJPEFEFNBOEBWBMJPTBRVFFTUBWBHFSBOEPBQFOBTEPTDVTUPTEPUJNF

160 6.1 ESTUDO DE CASO: HP LASERJET FIRMWARE

HBTUBSFNUFNQPQPSUBOEPPDØEJHPFOUSFCSBODIFTEPDVTUPUPUBMEPTJTUFNBFYJTUFOUF*TUPFSBDBVTBEPQFMBOFDFTTJEBEFEFDSJBSVNCSBODIFNSFBMJEBEFVNBDØQJBEFUPEBBCBTFEFDØEJHPQBSBDBEBOPWBMJOIBEFFRVJQBNFOUPTFNEFTFOWPMWJNFOUP4FVNBGVODJPOBMJEBEFPVDPSSFÎÍPEFGBMIBBEJDJPOBEBBVNBMJOIBEFFRVJQBNFOUPTFSBUBNCÏNOFDFTTÈSJBQPSPVUSBTFTUBTNVEBOÎBTOFDFTTJUBSJBNTFSDPNCJOBEBTDPQJBEBTEFWPMUBOPTCSBODIFTEFDØEJHPSFMFWBOUFTQBSBPFRVJQBNFOUPBMWPDPNPNPTUSBEPOBGJHVSBBTFHVJS.PWFSTFQBSBMPOHFEFEFTFOWPMWJNFOUPCBTFBOEPFNCSBODIFTFFNEJSFÎÍPBPEFTFOWPMWJNFOUPCBTFBEPFNUSVOLUBNCÏNGPJOFDFTTÈSJPQBSBJNQMFNFOUBSJOUFHSBÎÍPDPOUÓOVB"TTJNPUJNFEFDJEJVDSJBSVNBQMBUBGPSNBÞOJDBFNPEVMBSRVFQPEJBPQFSBSFNRVBMRVFSFRVJQBNFOUPSFNPWFOEPBOFDFTTJEBEFEFVTBSCSBODIFTOPDPOUSPMFEFWFSTÍPQBSBHFSFODJBSBTEJGFSFOÎBTFOUSFPTFRVJQBNFOUPT0PCKFUJWPGJOBMEPUJNFFSBSFEV[JSBRVBOUJEBEFEFUFNQPRVFPTTFVTNFNCSPTHBTUBWBNFNBUJWJEBEFTEFQMBOFKBNFOUPEFUBMIBEP"TÈSFBTSFTQPOTÈWFJTQFMPNBSLFUJOHEFWÈSJBTMJOIBTEFQSPEVUPTJOTJTUJBNFNQMBOPTEFUBMIBEPTQPSRVFFMBTTJNQMFTNFOUFOÍPQPEJBNBDSFEJUBSRVFPUJNFFOUSFHBSJB"NBJPSQBSUFEFTUFUFNQPFSBHBTUBFNSFQMBOFKBNFOUPTEFUBMIBEPTEFQPJTEFOÍPTFHVJSPTQMBOPTPSJHJOBJT"MÏNEJTTPPUJNFOÍPTBCJBDPNPJNQMFNFOUBSBOPWBBSRVJUFUVSBFOVODBBOUFTUJOIBVTBEPEFTFOWPMWJNFOUPCBTFBEPFNUSVOLPVJOUFHSBÎÍPDPOUÓOVBOFTUBFTDBMB&MFTUBNCÏNFOUFOEJBNRVFBVUPNBUJ[BÎÍPEFUFTUFTFYJHJSJBVNHSBOEFJOWFTUJNFOUP$PNPFMFTBWBOÎBSJBN

162 6.1 ESTUDO DE CASO: HP LASERJET FIRMWARE

'JHVSB#SBODIJOHWFSTVTEFTFOWPMWJNFOUPCBTFBEPFNUSVOL

²NVJUPGÈDJMUPSOBSVNBTFRVÐODJBEFFWFOUPTFNVNBIJTUØSJBDPNPVNBUFOUBUJWBEFFYQMJDBSPSFTVMUBEPVNWJÏTDPHOJUJWPRVF/BTTJN5BMFCEFTDSFWFDPNPGBMÈDJBEBOBSSBUJWB*TUPÏJOEJTDVUJWFMNFOUFDPNPNFUPEPMPHJBTOBTDFN0RVFOPTDIPDPVRVBOEPOØTFTUVEBNPTPDBTP'VUVSF4NBSUGPSBNBTTJNJMBSJEBEFTFOUSFPTNÏUPEPTEFHFTUÍPEFQSPHSBNBEPUJNFEFFOHFOIBSJBEP'VUVSF4NBSUDPNBBCPSEBHFNRVFB5PZPUBVTBQBSBHFSJSJOPWBÎÍPEFTDSJUPOPMJWSPEF.JLF3PUIFSDIBNBEP5PZPUB,BUB(FSFODJBOEP1FTTPBTQBSB.FMIPSJB"EBQUBCJMJEBEFF3FTVMUBEPT&YDFQDJPOBJT".FMIPSJB,BUBDPNPEFTDSJUPQPS.JLF3PUIFSÏVN

%*.*/6"04$64504"53"7²4%"*/07"±°0$0/5¶/6"%&130$&440464"/%0.&-)03*","5"

6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE PROCESSOS

USANDO MELHORIA KATA 163

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164 6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE

PROCESSOS USANDO MELHORIA KATA

QBESÍPEB.FMIPSJB,BUBQBSBPTUJNFTFGBDJMJUBSBTVBFYFDVÎÍPJODMVJOEPUSFJOBSBQSFOEJ[FTDPNPQBSUFEPTFVUSBCBMIPOPEJBBEJB*TUPFRVJQBPTUJNFTDPNVNNÏUPEPQBSBSFTPMWFSPTTFVTQSØQSJPTQSPCMFNBT"CFMF[BEFTUBBCPSEBHFNÏRVFTFPPCKFUJWPPVPBNCJFOUFEBFNQSFTBNVEBNOØTOÍPQSFDJTBNPTNVEBSBNBOFJSBDPNPUSBCBMIBNPT4FUPEPTFTUÍPQSBUJDBOEPB.FMIPSJB,BUBBFNQSFTBWBJBVUPNBUJDBNFOUFBEBQUBSTFËTOPWBTDPOEJÎÜFT".FMIPSJB,BUBUFNRVBUSPFTUÈHJPTRVFOØTSFQFUJNPTFNVNDJDMPDPNPNPTUSBEPOBGJHVSB

'JHVSB".FMIPSJB,BUBDPSUFTJBEF.JLF3PUIFS

/ØTDPNFÎBNPTQPSFOUFOEFSBEJSFÎÍP"EJSFÎÍPÏEFSJWBEBEBWJTÍPFTUBCFMFDJEBQFMBMJEFSBOÎBEBPSHBOJ[BÎÍP6NBCPBWJTÍPÏBRVFMBRVFÏJOTQJSBEPSBFQPUFODJBMNFOUFJOBMDBOÎÈWFMOBQSÈUJDB1PSFYFNQMPBWJTÍPEFMPOHPQSB[PQBSBBTPQFSBÎÜFTQSPEVUJWBTEB5PZPUBÏi'MVYPEFVNBQFÎBBPNFOPSDVTUPQPTTÓWFMw/PMJWSP-FBEJOH-FBO4PGUXBSF%FWFMPQNFOU.BSZF5PN1PQQFOEJFDL

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6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE PROCESSOS

USANDO MELHORIA KATA 165

RVBESPEFTDSFWFNRVF1BVM0/FJMMFTUBCFMFDFVRVFPPCKFUJWPQBSBB"MDPBTFSJBi4FHVSBOÎBQFSGFJUBQBSBUPEBTBTQFTTPBTRVFUFNRVBMRVFSSFMBÎÍPDPNB"MDPBwBTTJNRVFBTTVNJVDPNP$&0FN"TQFTTPBTQSFDJTBNFOUFOEFSRVFFMBTEFWFNTFNQSFFTUBSUSBCBMIBOEPFNEJSFÎÍPËWJTÍPFRVFOVODBFTUBSÍPDPNQMFUPTDPNNFMIPSJBT/ØTWBNPTFODPOUSBSQSPCMFNBTËNFEJEBRVFOPTNPWFNPTFNEJSFÎÍPËWJTÍP"EJDBÏUSBUÈMPTDPNPPCTUÈDVMPTBTFSFNSFNPWJEPTQPSNFJPEFFYQFSJNFOUBÎÍPFNWF[EFPQPTJÎÜFTËFYQFSJNFOUBÎÍPFËNVEBOÎB#BTFBEPTOBOPTTBWJTÍPFTFHVJOEPP$PNBOEPEF.JTTÍPOØTEFWFNPTFOUFOEFSBEJSFÎÍPFNRVFFTUBNPTUSBCBMIBOEPOPOÓWFMPSHBOJ[BDJPOBMFOPOÓWFMEFGMVYPEFWBMPS0PCKFUJWPQPEFSJBTFSSFQSFTFOUBEPOBGPSNBEFNBQBEFGMVYPEFWBMPSEFFTUBEPGVUVSPWFKBNBJTOPDBQÓUVMPTPCSFNBQFBNFOUPEFGMVYPTEFWBMPS&MFEFWFSFTVMUBSFNVNSFTVMUBEPNFOTVSÈWFMQBSBPTOPTTPTDMJFOUFTFOØTEFWFNPTQMBOFKBSBMDBOÎÈMPFOUSFTFJTNFTFTBUSÐTBOPT%FQPJTRVFOØTFOUFOEFNPTBEJSFÎÍPOPTOÓWFJTPSHBOJ[BDJPOBJTFEFGMVYPEFWBMPSOØTJODSFNFOUBMNFOUFFJUFSBUJWBNFOUFOPTNPWFNPTQBSBPOÓWFMEFQSPDFTTPT3PUIFSSFDPNFOEBFTUBCFMFDFSDPOEJÎÜFTBMWPFNVNIPSJ[POUFFOUSFVNBTFNBOBBUSÐTNFTFTDPNVNBQSFGFSÐODJBQPSIPSJ[POUFTNBJTDVSUPTQBSBJOJDJBOUFT1BSBUJNFTRVFKÈFTUÍPVTBOEPNÏUPEPTJUFSBUJWPTFJODSFNFOUBJTQBSBGB[FSEFTFOWPMWJNFOUPEFQSPEVUPTGB[TFOUJEPVTBSPTNFTNPTNBSDPTEFJUFSBÎÍPPVTQSJOUUBNCÏNQBSBBTJUFSBÎÜFTEFEFTFOWPMWJNFOUPEFQSPEVUPF.FMIPSJB,BUB5JNFTVTBOEPNÏUPEPTCBTFBEPTFNGMVYPDPNP,BOCBORVFWFNPTOPDBQÓUVMPFFOUSFHBDPOUÓOVBEFTDSJUPOPDBQÓUVMPQPEFNDSJBSJUFSBÎÜFT

1MBOFKBOEPDPNQSFFOEBBBUVBMDPOEJÎÍPFFTUBCFMFÎBVNBDPOEJÎÍPBMWP

166 6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE

PROCESSOS USANDO MELHORIA KATA

EF.FMIPSJBT,BUBOPOÓWFMEFQSPHSBNB"TTJNDPNPUPEPTPTNÏUPEPTJUFSBUJWPTEFEFTFOWPMWJNFOUPEFQSPEVUPTBTJUFSBÎÜFTEBT.FMIPSJBT,BUBFOWPMWFNVNBQBSUFEFQMBOFKBNFOUPFVNBQBSUFEFFYFDVÎÍP"RVJPQMBOFKBNFOUPFOWPMWFDPNQSFFOEFSBDPOEJÎÍPBUVBMOPOÓWFMEFQSPDFTTPTFFTUBCFMFDFSVNBDPOEJÎÍPBMWPRVFOØTWJTBNPTBMDBOÎBSBPGJOBMEBQSØYJNBJUFSBÎÍP"OBMJTBOEPBDPOEJÎÍPBUVBMiÏGFJUBQBSBPCUFSPTGBUPTFEBEPTRVFWPDÐQSFDJTBQBSBFOUÍPEFTDSFWFSBQSØYJNBDPOEJÎÍPBMWPBQSPQSJBEB0RVFWPDÐFTUÈGB[FOEPÏUFOUBSFODPOUSBSPQBESÍPBUVBMEFPQFSBÎÍPBTTJNWPDÐQPEFFTUBCFMFDFSVNQBESÍPEFPQFSBÎÍPEFTFKBEPVNBDPOEJÎÍPBMWPw305)&3"DPOEJÎÍPBMWPiEFTDSFWFFNEFUBMIFTNFOTVSÈWFJTDPNPWPDÐRVFSRVFVNQSPDFTTPGVODJPOF<²VNB>EFTDSJÎÍPFFTQFDJGJDBÎÍPEPQBESÍPEFPQFSBÎÍPRVFWPDÐRVFSRVFVNQSPDFTTPPVTJTUFNBUFOIBFNVNBEBUBGVUVSBw305)&30UJNFDPNQSFFOEFBDPOEJÎÍPBUVBMFFTUBCFMFDFVNBDPOEJÎÍPBMWPKVOUPT1PSÏNOBGBTFEFQMBOFKBNFOUPPUJNFOÍPQMBOFKBDPNPNPWFSTFËDPOEJÎÍPBMWP/B.FMIPSJB,BUBBTQFTTPBTRVFSFBMJ[BNPUSBCBMIPFNQFOIBNTFFNBMDBOÎBSVNBDPOEJÎÍPBMWPSFBMJ[BOEPVNBTÏSJFEFFYQFSJNFOUPTOÍPTFHVJOEPVNQMBOP"DPOEJÎÍPBMWPJEFOUJGJDBPQSPDFTTPTFOEPBUBDBEPFTUBCFMFDFVNBEBUBFNRVFOØTWJTBNPTBMDBOÎBSBDPOEJÎÍPEFUFSNJOBEBFFTQFDJGJDBEFUBMIFTNFOTVSÈWFJTEPQSPDFTTPRVFOØTRVFSFNPTRVFFYJTUB&YFNQMPTEFDPOEJÎÜFTBMWPJODMVFNMJNJUFTEPUSBCBMIPFNBOEBNFOUP8*1BJNQMFNFOUBÎÍPEFVN,BOCBOPVVNQSPDFTTPEFJOUFHSBÎÍPDPOUÓOVBPOÞNFSPEFCPBTDPNQJMBÎÜFTRVFRVFSFNPTBMDBOÎBSQPSEJBFBTTJNQPSEJBOUF

"MDBOÎBOEPBDPOEJÎÍPBMWP

6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE PROCESSOS

USANDO MELHORIA KATA 167

+ÈRVFFTUBNPTOPTFOHBKBOEPFNVNQSPDFTTPEFJOPWBÎÍPFNDPOEJÎÜFTEFJODFSUF[BOØTOÍPQPEFNPTTBCFSDPNBOUFDJQBÎÍPDPNPOØTBMDBOÎBSFNPTBDPOEJÎÍPBMWP$BCFËTQFTTPBTSFBMJ[BOEPPUSBCBMIPFYFDVUBSVNBTÏSJFEFFYQFSJNFOUPTVTBOEPP$JDMP%FNJOHQMBOFKBSFYFDVUBSWFSJGJDBSBHJSDPNPEFTDSJUPOPDBQÓUVMP0TQSJODJQBJTFSSPTRVFBTQFTTPBTGB[FNBPTFHVJSP$JDMP%FNJOHTÍPFYFDVUÈMPEFNBOFJSBNVJUPJOGSFRVFOUFFUPNBSNVJUPUFNQPQBSBDPNQMFUBSVNDJDMP$PNB.FMIPSJB,BUBUPEPTEFWFNSFBMJ[BSFYQFSJNFOUPTOPEJBBEJB5PEPTPTEJBTBTQFTTPBTEPUJNFEFWFNSFTQPOEFSBTDJODPRVFTUÜFTBTFHVJS305)&32VBMÏDPOEJÎÍPBMWP 2VBMÏBSFBMDPOEJÎÍPBHPSB 2VBJTTÍPPTPCTUÈDVMPTRVFWPDÐQFOTBFTUBSFNJNQFEJOEPOPTEFBMDBOÎBSBDPOEJÎÍPBMWP 2VBJTEFMFTWPDÐFTUÈBUBDBOEPBHPSB 2VBMPTFVQSØYJNPQBTTP $PNFDFPDJDMPQMBOFKBSFYFDVUBSWFSJGJDBSBHJS0RVFWPDÐFTQFSB 2VBOEPOØTQPEFNPTWFSPRVFBQSFOEFNPTDPNPQBTTPRVFUPNBNPT ®NFEJEBRVFDPOUJOVBNFOUFSFQFUJNPTPDJDMPOØTSFGMFUJNPTOPÞMUJNPQBTTPRVFUPNBNPTQBSBJOUSPEV[JSNFMIPSJBT0RVFOØTFTQFSÈWBNPT 0RVFSFBMNFOUFBDPOUFDFV 0RVFOØTBQSFOEFNPT /ØTEFWFNPTUSBCBMIBSOPNFTNPPCTUÈDVMPQPSWÈSJPTEJBT&TUBBCPSEBHFNFYQFSJNFOUBMKÈÏDFOUSBMFNDPNPFOHFOIFJSPTFEFTJHOFSTUSBCBMIBN%FTJHOFSTRVFDSJBNFUFTUBNQSPUØUJQPTQBSBSFEV[JSPUFNQPRVFVNVTVÈSJPQSFDJTBQBSBDPNQMFUBSVNBUBSFGBFTUÍPFOHBKBEPTFYBUBNFOUFOFTUFQSPDFTTP1BSBEFTFOWPMWFEPSFTEFTPGUXBSFRVFVTBNEFTFOWPMWJNFOUPPSJFOUBEPBUFTUFT5%%UPEBMJOIBEFDØEJHPEFQSPEVÎÍPFTDSJUBÏFTTFODJBMNFOUFQBSUFEFVN

168 6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE

PROCESSOS USANDO MELHORIA KATA

FYQFSJNFOUPQBSBGB[FSVNUFTUFVOJUÈSJPQBTTBS*TUPÏEFGBUPVNQBTTPOPDBNJOIPEFBVNFOUBSPWBMPSFOUSFHVFQFMPQSPHSBNBRVFQPEFTFSFTQFDJGJDBEPOBGPSNBEFDPOEJÎÍPBMWPDPNPOØTEFTDSFWFNPTOPDBQÓUVMP".FMIPSJB,BUBÏVNBTJNQMFTHFOFSBMJ[BÎÍPEFTUBBCPSEBHFNQBSBNFMIPSJBDPNCJOBEBDPNBBQMJDBÎÍPFNNÞMUJQMPTOÓWFJTEBPSHBOJ[BÎÍPDPNPOØTEJTDVUJSFNPTRVBOEPBQSFTFOUBNPTBFTUSBUÏHJBEFJNQMBOUBÎÍPOPDBQÓUVMP7PDÐQPEFQFOTBSOB.FMIPSJB,BUBDPNPVNBNFUBNFUPEPMPHJBKÈRVFFMBOÍPTFBQMJDBBOFOIVNEPNÓOJPFNQBSUJDVMBSOFNEJ[BWPDÐPRVFGB[FS/ÍPÏVNHVJBFNWF[EJTTPBTTJNDPNPPNÏUPEP,BOCBOFOTJOBPTUJNFTBDPNPFWPMVJSPTFVQSØQSJPHVJB/FTUFTFOUJEPEJGFSFODJBTFEFPVUSBTQMBUBGPSNBTFNFUPEPMPHJBTÈHFJT$PNB.FMIPSJB,BUBOÍPIÈBOFDFTTJEBEFEFGB[FSQSPDFTTPTFYJTUFOUFTBEBQUBSFNTFBPFTQFDJGJDBEPTOBNFUPEPMPHJBFTQFSBTFRVFQSPDFTTPTFQSÈUJDBTRVFWPDÐKÈVTBFWPMVBNBPMPOHPEPUFNQP&TUBÏBFTTÐODJBEFÈHJMUJNFTOÍPTFUPSOBNÈHFJTBPTFHVJSVNBNFUPEPMPHJB&NWF[EJTTPUJNFTWFSEBEFJSBNFOUFÈHFJTTÍPPTUJNFTRVFFTUÍPDPOTUBOUFNFOUFUSBCBMIBOEPQBSBFWPMVJSTFVTQSPDFTTPTQBSBMJEBSDPNPCTUÈDVMPTQPOUVBJTRVFFMFTFOGSFOUBNBRVBMRVFSNPNFOUP

$PNPB.FMIPSJB,BUBÏEJGFSFOUFEFPVUSBTNFUPEPMPHJBT

6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE PROCESSOS

USANDO MELHORIA KATA 169

"13&/%*;"%0%&$*$-04*.1-&4&"13&/%*;"%0%&$*$-0%61-0.VEBSBNBOFJSBDPNPQFOTBNPTFOPTDPNQPSUBNPTFNSFMBÎÍPËGBMIBÏDSVDJBMQBSBVNBQSFOEJ[BEPFGFUJWP*TUPÏPRVFEJGFSFODJBPBQSFOEJ[BEPEFDJDMPTJNQMFTFPBQSFOEJ[BEPEFDJDMPEVQMPWFKBBGJHVSBBEJBOUF&TUFTUFSNPTGPSBNDVOIBEPTQFMPUFØSJDPEFOFHØDJPT$ISJT"SHZSJTRVFPTTVNBSJ[BDPNPi2VBOEPVNFSSPEFUFDUBEPFDPSSJHJEPQFSNJUFRVFBPSHBOJ[BÎÍPDPOUJOVFDPNBTQPMÓUJDBTQSFTFOUFTFBMDBODFPTPCKFUJWPTQSFTFOUFTFOUÍPFTUFQSPDFTTPEFFSSPFDPSSFÎÍPÏVNBQSFOEJ[BEPEFDJDMPTJNQMFT"QSFOEJ[BEPEFDJDMPTJNQMFTÏDPNPVNUFSNPTUBUPRVFQFSDFCFRVBOEPFTUÈNVJUPRVFOUFPVNVJUPGSJPFMJHBPVEFTMJHBPBRVFDFEPS0UFSNPTUBUPQPEFSFBMJ[BSFTUBUBSFGBQPSRVFQPEFSFDFCFSJOGPSNBÎÍPBUFNQFSBUVSBEBTBMBFUPNBSBBÎÍPDPSSFUJWB"QSFOEJ[BEPEFDJDMPEVQMPPDPSSFRVBOEPVNFSSPÏEFUFDUBEPFBTVBDPSSFÎÍPFOWPMWFBNPEJGJDBÎÍPEFOPSNBTQPMÓUJDBTFPCKFUJWPTCÈTJDPTEBPSHBOJ[BÎÍPw"3(:3*44$)½/Qo"SHZSJTEFGFOEFRVFBQSJODJQBMCBSSFJSBQBSBPBQSFOEJ[BEPEFDJDMPEVQMPÏBEFGFOTJWJEBEFRVBOEPDPOGSPOUBEPTDPNFWJEÐODJBEFRVFOØTQSFDJTBNPTEFNVEBOÎBOBOPTTBNBOFJSBEFQFOTBSPRVFQPEFBDPOUFDFSUBOUPOPTOÓWFJTJOEJWJEVBJTFPSHBOJ[BDJPOBJT/ØTEJTDVUJNPTDPNPTVQFSBSBBOTJFEBEFFEFGFOTJWJEBEFOPDBQÓUVMP

170 6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE

PROCESSOS USANDO MELHORIA KATA

'JHVSB"QSFOEJ[BEPEFDJDMPTJNQMFTFBQSFOEJ[BEPEFDJDMPEVQMP

2VBOEPWPDÐQSBUJDBB.FMIPSJB,BUBBNFMIPSJBEFQSPDFTTPTTFUPSOBUSBCBMIPQMBOFKBEPTJNJMBSBDPOTUSVJSJODSFNFOUPTFNQSPEVUPT"DIBWFÏRVFOØTOÍPQMBOFKBNPTDPNPOØTWBNPTBMDBOÎBSBDPOEJÎÍPBMWPOFNDSJBNPTÏQJDPTGVODJPOBMJEBEFTIJTUØSJBTPVUBSFGBT&NWF[EJTTPPTUJNFTSFTPMWFNBUSBWÏTEFFYQFSJNFOUBÎÍPBPMPOHPEFVNBJUFSBÎÍP

6.2 DIMINUA OS CUSTOS ATRAVÉS DA INOVAÇÃO CONTÍNUA DE PROCESSOS

USANDO MELHORIA KATA 171

*.1-"/5"/%0".&-)03*","5"0USBCBMIPEF3PUIFSOB.FMIPSJB,BUBGPJVNSFTVMUBEPEJSFUPEBTVBQFTRVJTBTPCSFDPNPBTQFTTPBTTFUPSOBWBNHFSFOUFTOB5PZPUB/ÍPIÈUSFJOBNFOUPGPSNBMOFNIÈBMHVNBJOTUSVÎÍPFYQMÓDJUB$POUVEPQBSBUPSOBSTFVNHFSFOUFOB5PZPUBBQFTTPBEFWFUFSQSJNFJSPUSBCBMIBEPOPDIÍPEFGÈCSJDBFBTTJNQBSUJDJQBEPEB.FMIPSJB,BUB"USBWÏTEFTUFQSPDFTTPHFSFOUFTSFDFCFNUSFJOBNFOUPJNQMÓDJUPFNDPNPUPSOBSTFVNHFSFOUFOB5PZPUB*TUPBQSFTFOUBVNQSPCMFNBQBSBBTQFTTPBTRVFRVFSFNBQSFOEFSBHFSFODJBSEFTUBNBOFJSBPVBEPUBSPTQBESÜFTEB.FMIPSJB,BUB*TUPUBNCÏNÏVNQSPCMFNBQBSBB5PZPUBRVFFTUÈCVTDBOEPBMDBOÎBSFTDBMBEFNBOFJSBNBJTSÈQJEBEPRVFPQPTTÓWFMBUSBWÏTEPRVFFGFUJWBNFOUFÏVNNPEFMPEFBQSFOEJ[QBSBHFSFOUFT$POTFRVFOUFNFOUF3PUIFSBQSFTFOUBP$PBDIJOH,BUBFNDPNQMFNFOUPË.FMIPSJB,BUB&MFÏQBSUFEBJNQMBOUBÎÍPEB.FMIPSJB,BUBNBTÏUBNCÏNVNBNBOFJSBEFGPSNBSQFTTPBTDBQB[FTEFUSBCBMIBSDPN.FMIPSJBT,BUBJODMVTJWFHFSFOUFT3PUIFSEJTQPOJCJMJ[PVVNHVJBQBSBJNQMBOUBSB.FMIPSJB,BUB5IF*NQSPWFNFOU,BUB)BOECPPLEJTQPOÓWFMHSBUVJUBNFOUFOPTFVXFCTJUFFNIUUQCJUMZJ#[M:"EJSFÎÍPFTUBCFMFDJEBQFMBMJEFSBOÎBEB)1-BTFS+FUGPJNFMIPSBSBQSPEVUJWJEBEFEPTEFTFOWPMWFEPSFTQPSVNGBUPSEF

$0.005*.&%")1-"4&3+&5*.1-&.&/506".&-)03*","5"

172 6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA

QBSBBTTJNDPMPDBSPGJSNXBSFGPSBEPDBNJOIPDSÓUJDPEPEFTFOWPMWJNFOUPEFQSPEVUPTFSFEV[JSDVTUPT(367&3Q&MFTUJOIBNUSÐTPCKFUJWPTEFBMUPOÓWFM$SJBSVNBQMBUBGPSNBÞOJDBQBSBTVQPSUBSUPEPTPTFRVJQBNFOUPT.FMIPSBSBRVBMJEBEFFSFEV[JSBRVBOUJEBEFEFFTUBCJMJ[BÎÍPOFDFTTÈSJBBOUFTEFDBEBMJCFSBÎÍP3FEV[JSBRVBOUJEBEFEFUFNQPVTBEBFNQMBOFKBNFOUP&MFTOÍPTBCJBNPTEFUBMIFTEPDBNJOIPBUÏFTUFTPCKFUJWPTFOÍPUFOUBSBNEFGJOJMPT"EFDJTÍPDIBWFGPJUSBCBMIBSFNJUFSBÎÜFTFFTUBCFMFDFSDPOEJÎÜFTBMWPQBSBPGJNEFDBEBJUFSBÎÍPEFRVBUSPTFNBOBT"DPOEJÎÍPBMWPQBSBBJUFSBÎÍPBQSPYJNBEBNFOUFBOPTEFOUSPEPEFTFOWPMWJNFOUPEBQMBUBGPSNB'VUVSF4NBSUTÍPNPTUSBEPTOBGJHVSBBEJBOUF0QSJNFJSPQPOUPBPCTFSWBSÏRVFBTDPOEJÎÜFTBMWPPViDSJUÏSJPEFTBÓEBwDPNPÏDPOIFDJEPOP'VUVSF4NBSUTÍPUPEBTDPOEJÎÜFTNFOTVSÈWFJT%FGBUPFMBTDVNQSFNUPEPTPTFMFNFOUPTEFPCKFUJWPT4."35FMFTTÍPFTQFDÓGJDPTNFOTVSÈWFJTBMDBOÎÈWFJTSFMFWBOUFTFDPNMJNJUFTEFUFNQPPMJNJUFQPSWJSUVEFEPQSPDFTTPJUFSBUJWP"MÏNEJTTPNVJUBTEBTDPOEJÎÜFTBMWPOÍPFTUBWBNGPDBEBTFNGVODJPOBMJEBEFTBTFSFNEFTFOWPMWJEBTNBTTJNFNBUSJCVUPTEPTJTUFNBDPNPRVBMJEBEFFFNBUJWJEBEFTQSPKFUBEBTQBSBWBMJEBSFTUFTBUSJCVUPTDPNPUFTUFTBVUPNBUJ[BEPT'JOBMNFOUFPTPCKFUJWPTQBSBUPEPPQSPHSBNBEJTUSJCVÓEPDPNQFTTPBTQBSBVNÞOJDPNÐTFSBDBQUVSBEPFNVNGPSNBUPDPODJTPQBSBDBCFSFNVNBÞOJDBQÈHJOBEFQBQFMTJNJMBSBPNÏUPEP"VTBEPQFMP4JTUFNBEF1SPEVÎÍP5PZPUB$PNPBTDPOEJÎÜFTBMWPTÍPFTDPMIJEBT &MBTTÍPiPCKFUJWPTBHSFTTJWPTRVFPUJNFTFOUFTFSFNQPTTÓWFJTFJNQPSUBOUFTQBSBBMDBOÎBSFNTFNBOBT/ØTUJQJDBNFOUFOPTEJSJHJNPTGPSUFNFOUF

6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA 173

QBSBFTUFTPCKFUJWPTEFTBGJBEPSFTNBTOPSNBMNFOUFBDBCBNPTBUJOHJOEPQPSWPMUBEFEPRVFOØTQFOTÈWBNPTRVFQPEÓBNPTBMDBOÎBSOPJOÓDJPEPNÐTw(367&3Q'SFRVFOUFNFOUFDPOEJÎÜFTBMWPTFSJBNBMUFSBEBTPVNFTNPSFNPWJEBTTFPUJNFEFTDPCSFRVFUFOUBSBMDBOÎÈMBTSFTVMUBFNDPOTFRVÐODJBTOÍPEFTFKBEBTi²TVSQSFFOEFOUFPRVFWPDÐBQSFOEFFNVNNÐTFUFNEFBKVTUBSCBTFBEPOPEFTDPCSJNFOUPEVSBOUFPEFTFOWPMWJNFOUPw(367&3Q

'JHVSB$POEJÎÜFTBMWPQBSBBJUFSBÎÍP(367&3:06/('6-()6.

026&"$0/5&$&26"/%0/»4/°0"-$"/±".04"/044"$0/%*±°0"-70 &NDVMUVSBTPSHBOJ[BDJPOBJTCVSPDSÈUJDBTPVQBUPMØHJDBTOÍPBMDBOÎBSEBTDPOEJÎÜFTBMWPFTQFDJGJDBEBTÏUJQJDBNFOUF

174 6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA

DPOTJEFSBEPVNGSBDBTTP&NVNBDVMUVSBHFSBEPSBFOUSFUBOUPOØTFTQFSBNPTOÍPTFSNPTDBQB[FTEFBMDBOÎBSUPEBTBTDPOEJÎÜFTBMWP0QSPQØTJUPEFFTUBCFMFDFSDPOEJÎÜFTBMWPBHSFTTJWBTÏQBSBSFWFMBSPCTUÈDVMPTQPJTBTTJNQPEFNPTTVQFSÈMPTBUSBWÏTEFNBJTNFMIPSJBEPUSBCBMIP5PEBJUFSBÎÍPEFWFUFSNJOBSDPNVNBSFUSPTQFDUJWBEFTDSJUBOPDBQÓUVMPOBRVBMOØTJOWFTUJHBNPTDPNPQPEFNPTNFMIPSBS0TSFTVMUBEPTGPSNBNQBSUFEPTEBEPTEFFOUSBEBQBSBBTDPOEJÎÜFTBMWPEBQSØYJNBJUFSBÎÍP1PSFYFNQMPTFOØTGBMIBNPTFNBMDBOÎBSBDPOEJÎÍPBMWPQBSBPOÞNFSPEFCFOTDPOTUSVÓEPTQFMPTJTUFNBQPSEJBOØTQPEFNPTEFTDPCSJSRVFPQSPCMFNBFTUÈOPUFNQPQBSBBQSPWJTJPOBSPTBNCJFOUFTEFUFTUF/ØTQPEFNPTFOUÍPFTUBCFMFDFSVNBDPOEJÎÍPBMWPEFSFEV[JSFTUFUFNQPOBQSØYJNBJUFSBÎÍP&TUBBCPSEBHFNÏVNBTTVOUPDPNVNFNUPEPPQFOTBNFOUP-FBO0TVCUÓUVMPEPMJWSP-JEFSBOEP%FTFOWPMWJNFOUP-FBOEF4PGUXBSFEF.BSZF5PN1PQQFOEJFDLÏi3FTVMUBEPTOÍPTÍPPQPOUPw&TUBÏVNBBGJSNBÎÍPQSPWPDBUJWBRVFWBJBPDPSBÎÍPEBNFOUBMJEBEF-FBO4FOØTBMDBOÎBNPTPSFTVMUBEPJHOPSBOEPPQSPDFTTPOØTOÍPBQSFOEFNPTDPNPNFMIPSBSPQSPDFTTP4FOØTOÍPNFMIPSBNPTPQSPDFTTPOØTOÍPQPEFNPTSFQFUJEBNFOUFBMDBOÎBSNFMIPSFTSFTVMUBEPT0SHBOJ[BÎÜFTRVFDPMPDBNQSPDFTTPTOÍPNPEJGJDÈWFJTRVFUPEPTTÍPPCSJHBEPTBTFHVJSNBTRVFTÍPJHOPSBEPTFNVNBTJUVBÎÍPEFDSJTFGBMIBFNBNCPTPTMBEPT&TUBBCPSEBHFNBEBQUBUJWBFJUFSBUJWBOÍPÏOPWB%FGBUPUFNVNBHSBOEFQBSUFFNDPNVNDPNPRVF5PN(JMCQSPQÙTOPTFVMJWSPEFDIBNBEP1SJODÓQJPTEF(FTUÍPEF&OHFOIBSJBEF4PGUXBSFQ

6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA 175

i/ØTEFWFNPTFTUBCFMFDFSPCKFUJWPTNFOTVSÈWFJTQBSBDBEBQSØYJNPQFRVFOPQBTTPEFFOUSFHB.FTNPFTUFTTÍPTVTDFUÓWFJTBDPOTUBOUFTNPEJGJDBÎÜFTËNFEJEBRVFOØTBQSFOEFNPTTPCSFBSFBMJEBEF4JNQMFTNFOUFOÍPÏQPTTÓWFMFTUBCFMFDFSVNBTÏSJFEFPCKFUJWPTGVODJPOBJTEFRVBMJEBEFFEFSFDVSTPTFFTUBSDFSUPEFBMDBOÎÈMPTUPEPTDPNPQMBOFKBEP/ØTEFWFNPTFTUBSQSFQBSBEPTQBSBDPNQSPNFUFSFFRVJMJCSBS/ØTEFWFNPTFOUÍPQSPKFUBSFOHFOIBSJBBTPMVÎÍPUÏDOJDBJNFEJBUBDPOTUSVÓMBUFTUÈMBFOUSFHÈMBFUFSGFFECBDL&TUFGFFECBDLEFWFTFSVTBEPQBSBNPEJGJDBSPQSPKFUPJNFEJBUPTFOFDFTTÈSJPNPEJGJDBSBTQSJODJQBJTJEFJBTBSRVJUFUVSBJTTFOFDFTTÈSJPFNPEJGJDBSUBOUPPTPCKFUJWPTEFDVSUPQSB[PDPNPPTEFMPOHPQSB[PTFOFDFTTÈSJPw

176 6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA

1-"/&+"/%01"3"0%&4&/70-7*.&/50*5&3"5*70&NHSBOEFTQSPHSBNBTEFNPOTUSBSNFMIPSBEFOUSPEFVNBJUFSBÎÍPSFRVFSJOHFOVJEBEFFEJTDJQMJOB²DPNVNTFOUJSRVFOØTOÍPQPEFNPTNPTUSBSQSPHSFTTPTJHOJGJDBOUFFNBTFNBOBT4FNQSFUFOUFFODPOUSBSBMHVNBDPJTBQFRVFOBQBSBBUBDBSQBSBBMDBOÎBSVNQPVDPEFNFMIPSBFNWF[EFUFOUBSGB[FSBMHVNBDPJTBRVFWPDÐDSÐRVFUFSÈNBJTJNQBDUPNBTRVFUPNBSÈNBJTUFNQP&TUBOÍPÏVNBJEFJBOPWBDMBSP»UJNBTFRVJQFTUÐNUSBCBMIBEPEFTUBGPSNBQPSEÏDBEBT6NDBTPDPOIFDJEPÏPQSPKFUPEP"QQMF.BDJOUPTIFNRVFVNUJNFEFBQSPYJNBEBNFOUFQFTTPBTMPDBMJ[BEBTFNVNÞOJDPFEJGÓDJPQSPKFUPVPIBSEXBSFPTJTUFNBPQFSBDJPOBMFBTBQMJDBÎÜFTQBSBPRVFWJSJBBTFSVNQSPEVUPJNQPSUBOUÓTTJNPEB"QQMF0TUJNFTJOUFHSBWBNGSFRVFOUFNFOUFPIBSEXBSFTJTUFNBPQFSBDJPOBMFTPGUXBSFQBSBNPTUSBSQSPHSFTTP0QSPKFUJTUBEFIBSEXBSF#VSSFMM4NJUIFNQSFHPVDIJQTMØHJDPTQSPHSBNÈWFJT1"-TQPJTBTTJNFMFQPEJBDSJBSQSPUØUJQPTDPNEJGFSFOUFTBCPSEBHFOTQBSBEFTFOIPTEFIBSEXBSFSBQJEBNFOUFOPQSPDFTTPEFEFTFOWPMWFSPTJTUFNBBEJBOUPPQPOUPFNRVFTFUPSOBWBGJYPVNHSBOEFFYFNQMPEPVTPEFPQDJPOBMJEBEFQBSBBEJBSBUPNBEBEFEFDJTÜFTGJOBJT,055,&%FQPJTEFEPJTBOPTEFEFTFOWPMWJNFOUPPOPWBQMBUBGPSNBEFTJTUFNBFNCBSDBEP'VUVSF4NBSUGPJMBOÎBEB$PNPSFTVMUBEPB)1FWPMVJVVNDPOKVOUPEFQSPDFTTPTFGFSSBNFOUBTRVFTVCTUBODJBMNFOUFSFEV[JVPDVTUPEFBUJWJEBEFTRVFOÍPBHSFHBWBNWBMPSBPQSPDFTTPEFFOUSFHBFORVBOUPTJHOJGJDBUJWBNFOUFBVNFOUPV

6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA 177

BQSPEVUJWJEBEF0UJNFGPJDBQB[EFBMDBOÎBSMJCFSBÎÜFTQSFWJTÓWFJTQPOUVBJTFSFHVMBSFTBTTJNOPWPTQSPEVUPTQPEFSJBNTFSMBOÎBEPTOBIPSB(367&3Q0TPGUXBSFFNCBSDBEPEFJYPVEFTFSPDBNJOIPDSÓUJDPQBSBOPWPTMBOÎBNFOUPTEFQSPEVUPTQFMBQSJNFJSBWF[FNBOPT*TUPQPSTVBWF[QFSNJUJVBFMFTDSJBSDPOGJBOÎBDPNPEFQBSUBNFOUPEFNBSLFUJOHEFQSPEVUP$PNPSFTVMUBEPEPOPWPSFMBDJPOBNFOUPFOUSFNBSLFUJOHEFQSPEVUPFBEJWJTÍPEFTPGUXBSFFNCBSDBEPBFRVJQFEP'VUVSF4NBSUGPJDBQB[EFSFEV[JSDPOTJEFSBWFMNFOUFPUFNQPVTBEPFNQMBOFKBNFOUP&NWF[EFDPNQSPNFUFSTFDPNVNBMJTUBEFGVODJPOBMJEBEFTDPNNFTFTEFBOUFDFEÐODJBRVFOVODBQPEFSJBNTFSFOUSFHVFTEFWJEPBUPEBTBTNVEBOÎBTEFQMBOPTEVSBOUFPQFSÓPEP(367&3QFMFTSFWJTBWBNDBEBJOJDJBUJWBQMBOFKBEBVNBWF[BDBEBNFTFTFGB[JBNVNBFTUJNBUJWBEVSBOUFNJOVUPTEPOÞNFSPEFNFTFTEFFOHFOIBSJBRVFTFSJBOFDFTTÈSJPQBSBDBEBVNBTFOEPEJWJEJEBTQPSFRVJQF6NBBOÈMJTFNBJTEFUBMIBEBTFSJBGFJUBVNBWF[RVFPUSBCBMIPGPTTFQSPHSBNBEPQBSBVNBJOUFSBÎÍPPVQFRVFOPNBSDP6NFYFNQMPEFQSPEVUPEFVNEFTUFTFYFSDÓDJPTÏNPTUSBEPOBGJHVSBBTFHVJS

178 6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA

'JHVSB&TUJNBUJWBTBQSPYJNBEBTEBTQSØYJNBTJOJDJBUJWBT(367&3:06/('6-()6.

*TUPÏTJHOJGJDBUJWBNFOUFEJGFSFOUFEFDPNPPUSBCBMIPÏQMBOFKBEPFFTUJNBEPFNHSBOEFTQSPKFUPTRVFGSFRVFOUFNFOUFDSJBNQMBOPTGVODJPOBJTEFUBMIBEPTFÏQJDPTEFBSRVJUFUVSBRVFEFWFNTFSRVFCSBEPTFNQFÎBTNFOPSFTFNFOPSFTBOBMJTBEBTFNEFUBMIFFTUJNBEBTFDPMPDBEBTFNVNBMJTUBEFJUFOTQSJPSJ[BEPTBOUFTEFTFSFNBDFJUBTEFOUSPEPEFTFOWPMWJNFOUP&NÞMUJNBBOÈMJTFPUFTUFNBJTJNQPSUBOUFEPQSPDFTTPEFQMBOFKBNFOUPÏTFTPNPTDBQB[FTEFNBOUFSPTDPNQSPNJTTPTRVFBTTVNJNPTDPNPTOPTTPTTUBLFIPMEFSTJODMVJOEPPTVTVÈSJPTGJOBJT$PNPWJNPTVNQSPDFTTPEFQMBOFKBNFOUPNBJTMFWFSFTVMUPVOPEFTFOWPMWJNFOUPEPTPGUXBSFFNCBSDBEPTBJSEPDBNJOIPDSÓUJDPF

6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA 179

BPNFTNPUFNQPSFEV[JSPTDVTUPTEFEFTFOWPMWJNFOUPFEFNBOEBGBMIB+ÈRVFFTQFSÈWBNPTRVFBEFNBOEBGBMIBBVNFOUBTTFVNBWF[RVFBVNFOUBNPTPSFOEJNFOUPEPQSPDFTTPJTTPÏEVQMBNFOUFJNQSFTTJPOBOUF5SÐTBOPTBQØTTVBTNFEJEBTJOJDJBJTVNTFHVOEPFYFSDÓDJPEFDPOUBCJMJEBEFQPSBUJWJEBEFPGFSFDFVVNBGPUPHSBGJBEPTSFTVMUBEPTRVFBFRVJQF'VUVSF4NBSUDPOTFHVJVDPNBTVBBCPSEBHFNNPTUSBEBOB5BCFMB5BCFMB"UJWJEBEFTEPUJNF)1-BTFS+FU'JSNXBSFFN

EPTDVTUPT"UJWJEBEF"OUFSJPSNFOUF*OUFHSBÎÍPDPOUÓOVB1MBOKFNFOUPÈHJM6NÞOJDPCSBODI4VQPSUFBPQSPEVUP5FTUFTNBOVBJT$SJBOEPFNBOUFOEPTVÓUFTEFUFTUFTBVUPNÈUJDPT_*OPWBÎÍP_

/PHFSBMBEJWJTÍPEFTPGUXBSFFNCBSDBEPEB)1-BTFS+FUNVEPVBFDPOPNJBEPQSPDFTTPEFFOUSFHBEFTPGUXBSFQPSNFJPEBBEPQÎÍPEFFOUSFHBDPOUÓOVBBCSBOHFOUFBVUPNBÎÍPEFUFTUFTVNBBCPSEBHFNJUFSBUJWBFBEBQUBUJWBQBSBBHFTUÍPEPQSPHSBNBFVNQSPDFTTPEFQMBOFKBNFOUPNBJTÈHJM

180 6.3 COMO O TIME DA HP LASERJET IMPLEMENTOU A MELHORIA KATA

WF[FTEJGÓDJMGB[FSPSFTVMUBEPEPUSBCBMIPEFNFMIPSJBUBOHÓWFMQPSJTTPÏJNQPSUBOUFUPSOÈMPWJTÓWFMBUSBWÏTEFDPOUBCJMJEBEFQPSBUJWJEBEFJODMVJOEPNFEJSPUFNQPEPDJDMPFPUFNQPHBTUPFNGBJMVSFEFNBOEDPNPSFUSBCBMIP"TPMVÎÍPÏVTBSPNFTNPNFDBOJTNPQBSBHFSJSBTOPWBTEFNBOEBTFBNFMIPSJBEPUSBCBMIP6NEPTCFOFGÓDJPTEFVTBSBBCPSEBHFN.FMIPSJB,BUBÏRVFFMFDSJBBMJOIBNFOUPDPNPTSFTVMUBEPTRVFEFTFKBBMDBOÎBSEVSBOUFBQSØYJNBJUFSBÎÍPFNUPEPPQSPHSBNB/B.FMIPSJB,BUBPSJHJOBMBTDPOEJÎÜFTBMWPFTUÍPQSFPDVQBEBTDPNBNFMIPSJBEFQSPDFTTPTNBTQPEFNPTVTÈMBTQBSBHFSFODJBSBEFNBOEBUBNCÏN)ÈEVBTNBOFJSBTEFGB[FSJTTP&NPSHBOJ[BÎÜFTDPNVNBDVMUVSBHFSBEPSBWFSDBQÓUVMPQPEFNPTTJNQMFTNFOUFFTQFDJGJDBSPTPCKFUJWPTEFOFHØDJPEFTFKBEPTDPNPBTDPOEJÎÜFTBMWP%FJYFRVFBTFRVJQFTWFOIBNDPNJEFJBTQBSBGVODJPOBMJEBEFTFSFBMJ[FFYQFSJNFOUPTQBSBNFEJSTFFMBTUFSÍPPJNQBDUPEFTFKBEP/ØTEFTDSFWFNPTDPNPVTBSPNBQFBNFOUPEFJNQBDUPFEFTFOWPMWJNFOUPPSJFOUBEPBIJQØUFTFQBSBDPOTFHVJSJTUPOPDBQÓUVMP/PFOUBOUPFNQSFTBTNBJTUSBEJDJPOBJTOPSNBMNFOUFUFSÍPVNBDÞNVMPEFUSBCBMIPQSJPSJ[BEPFNOÓWFMEFQSPHSBNBEJWJEJEPQPSTVBTMJOIBTEFOFHØDJPTPVQPSEPOPTEFQSPEVUP1PEFNPTUPNBSBMHVNBTBCPSEBHFOTEJGFSFOUFTQBSBJOUFHSBSVNBMJTUBEFBUJWJEBEFTEFOÓWFMEFQSPHSBNBDPNB.FMIPSJB,BUB6NBQPTTJCJMJEBEFÏRVFBTFRVJQFTRVFUSBCBMIBNOPÉNCJUPEPQSPHSBNBJNQMBOUFNPNÏUPEP,BOCBODPOGPSNFEFTDSJUPOP$BQÓUVMP*TTPJODMVJBEFGJOJÎÍPEFMJNJUFTQBSBPUSBCBMIPFNBOEBNFOUP8*1RVFTÍPNBOUJEPTFHFSJEPTQPSFTUBTFRVJQFT5SBCBMIPOPWPTØTFSÈBDFJUPRVBOEPPUSBCBMIPFYJTUFOUFÏDPODMVÓEPFNRVFDPODMVÓEPTJHOJGJDBRVFÏQFMPNFOPTJOUFHSBEPUPUBMNFOUFUFTUBEPDPNUPEPTPTUFTUFTBVUPNÈUJDPTDPODMVÓEPTFQSPOUPQBSBTFSMJCFSBEP

182 6.4 GERENCIANDO A DEMANDA

(&3&/$*"/%053"#"-)053"/47&34"-"JNQMFNFOUBÎÍPEFBMHVNBTGVODJPOBMJEBEFTEFOUSPEFVNQSPHSBNBFOWPMWFSÈWÈSJBTFRVJQFTUSBCBMIBOEPKVOUBT1BSBDPOTFHVJSJTTPBEJWJTÍP)1'VUVSF4NBSUDSJBWBVNBFRVJQFQPSGVODJPOBMJEBEFRVFFSBQFRVFOBUFNQPSÈSJBFWJSUVBMDVKBGVOÎÍPFSBDPPSEFOBSPUSBCBMIPBUSBWÏTEBTFRVJQFTSFMFWBOUFT0QSPHSBNB)1'VUVSF4NBSURVFFTUBWBVTBOEP4DSVNFNBMHVNBTFRVJQFTUPNPVBBCPSEBHFNEFFTQFDJGJDBSVNBWFMPDJEBEFBMWPBOÓWFMEPQSPHSBNB0USBCBMIPRVFBDSFTDFOUBWBWFMPDJEBEFBMWPFSBBDFJUPQBSBDBEBJUFSBÎÍPBQSPYJNBOEPTFEFVNMJNJUFEFUSBCBMIPFNBOEBNFOUP"GJNEFJNQMFNFOUBSFTUBBCPSEBHFNUPEPPUSBCBMIPGPJBOBMJTBEPFFTUJNBEPFNBMUPOÓWFMBOUFTEFTFSBDFJUP"BOÈMJTFFBFTUJNBUJWBGPSBNNBOUJEBTBPNÓOJNPOFDFTTÈSJPQBSBTFSFNDBQB[FTEFDVNQSJSDPOTJTUFOUFNFOUFBTDPOEJÎÜFTBMWPHFSBJTBOÓWFMEFQSPHSBNBDPNPNPTUSBEPOBÞMUJNBGJHVSB/°064&"7&-0$*%"%&%05*.&'03"%045*.&4²JNQPSUBOUFOPUBSRVFFTUBCFMFDFSVNBWFMPDJEBEFBMWPBOÓWFMEPQSPHSBNBOÍPFYJHFRVFUFOUFNPTNFEJSPVHFSFODJBSBWFMPDJEBEFOPOÓWFMEBFRVJQFPVRVFBTFRVJQFTEFWFNVTBS4DSVN7FMPDJEBEFFNOÓWFMEFQSPHSBNBFTUBCFMFDFBDBQBDJEBEFFTQFSBEBEFUPEBTBTFRVJQFTDPNCBTFFNFTUJNBUJWBTEFBMUPOÓWFMDPNPNPTUSBEPOBÞMUJNBGJHVSB4FVNBFRVJQFVUJMJ[BOEP4DSVNBDFJUBVNUSBCBMIPDPNCBTFOFTUBTFTQFDJGJDBÎÜFTEFGVODJPOBMJEBEFTEFBMUPOÓWFMFMBFOUÍP

6.4 GERENCIANDO A DEMANDA 183

QPEFDSJBSIJTUØSJBTEFCBJYPOÓWFMDPNBTRVBJTQPEFUSBCBMIBS"NFEJEBEFWFMPDJEBEFFNOÓWFMEFUJNF4DSVNOÍPÏUÍPTJHOJGJDBUJWBGPSBEPDPOUFYUPEFVNBFRVJQFFNQBSUJDVMBS(FSFOUFTOVODBEFWFNUFOUBSDPNQBSBSWFMPDJEBEFTEFFRVJQFTEJGFSFOUFTPVUFOUBSBHSFHBSFTUJNBUJWBTFOUSFFRVJQFT*OGFMJ[NFOUFUFNPTWJTUPBWFMPDJEBEFEFVNBFRVJQFTFOEPVTBEPDPNPVNBNFEJEBQBSBDPNQBSBSBQSPEVUJWJEBEFFOUSFBTFRVJQFTVNBUBSFGBQBSBBRVBMOÍPGPJDPODFCJEBOFNÏBEFRVBEB5BMBCPSEBHFNQPEFMFWBSFRVJQFTBUSBQBDFBSBNÏUSJDBFBUÏNFTNPQBSBSEFDPMBCPSBSEFNBOFJSBFGFUJWBVOTDPNPTPVUSPT&NRVBMRVFSDBTPOÍPJNQPSUBRVBOUBTIJTUØSJBTOØTDPODMVÓNPTTFOÍPBMDBOÎBNPTPTSFTVMUBEPTEFOFHØDJPTRVFOPTQSPQPNPTBUJOHJSTPCBGPSNBEFDPOEJÎÜFTBMWPFNOÓWFMEFQSPHSBNB/FTUFFOPQSØYJNPDBQÓUVMPOØTEFTDSFWFNPTVNBNBOFJSBNVJUPNBJTFGFUJWBEFNFEJSQSPHSFTTPFHFSFODJBSBQSPEVUJWJEBEFFVNBRVFOÍPSFRVFSRVFUPEBTBTFRVJQFTVTFN4DSVNPVQBESPOJ[BSFTUJNBUJWBTPVWFMPDJEBEF6TBNPTDPOUBCJMJEBEFQPSBUJWJEBEFFNBQFBNFOUPEFGMVYPEFWBMPSEFTDSJUPOPDBQÓUVMPQBSBNFEJSBQSPEVUJWJEBEFFOØTVTBNPTPNBQFBNFOUPEFGMVYPEFWBMPSDPNCJOBEPDPNB.FMIPSJB,BUBQBSBBVNFOUÈMBGVOEBNFOUBMNFOUFBPOÓWFMEPGMVYPEFWBMPSFNWF[EPOÓWFMEFFRVJQFTJOEJWJEVBJT/ØTNFEJNPTFHFSFODJBNPTPQSPHSFTTPQFMBVUJMJ[BÎÍPEFDPOEJÎÜFTBMWPBOÓWFMQSPHSBNBFTFÏQSFDJTPBVNFOUBSBWJTJCJMJEBEFQPEFNPTSFEV[JSBEVSBÎÍPEFJUFSBÎÜFT.VJUBTPSHBOJ[BÎÜFTDPOTJEFSBNUFOUBSFBEPUBSNÏUPEPTÈHFJT

$3*"/%0"&.13&4"«(*-

184 6.5 CRIANDO A EMPRESA ÁGIL

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6.5 CRIANDO A EMPRESA ÁGIL 185

USBUBNNÏUSJDBT&NVNBDVMUVSBEFDPOUSPMFNÏUSJDBTFNFUBTTÍPNVJUBTWF[FTDSJBEBTDFOUSBMNFOUFFOVODBBUVBMJ[BEBTFNSFTQPTUBËTNVEBOÎBTOPDPNQPSUBNFOUPRVFFMBTQSPEV[FN0SHBOJ[BÎÜFTHFSBEPSBTOÍPHFSFODJBNQPSNÏUSJDBTFNFUBT&NWF[EJTTPBHFTUÍPEP'VUVSF4NBSUVTBBTNÏUSJDBTQBSBFOUFOEFSPOEFÏQSFDJTPUFSDPOWFSTBTTPCSFPRVFOÍPFTUÈTFOEPGJOBMJ[BEP(367&3Q&TUBÏQBSUFEBFTUSBUÏHJBEBHFTUÍPBOEBOEPQPSBÓMBOÎBEBQFMPGVOEBEPSFTEB)1#JMM)FXMFUUF%BWF1BDLBSE5BMWF[NFMIPSDBSBDUFSJ[BEPQPSiHFTUÍPBOEBOEPQPSBÓFGB[FOEPQFSHVOUBT/P4JTUFNB5PZPUBEF1SPEVÎÍPJTUPÏDIBNBEPEFDBNJOIBEBTHFNCB6NBWF[RVFEFTDPCSJNPTVNQSPCMFNBQFSHVOUBNPTPRVFQPEFNPTGB[FSQBSBBKVEBSBFRVJQFPVBQFTTPBRVFUFNEJGJDVMEBEF/ØTEFTDPCSJNPTVNBPQPSUVOJEBEFQBSBNFMIPSBS4FBTQFTTPBTTÍPQVOJEBTQPSOÍPDVNQSJSBTNFUBTPVNÏUSJDBTVNEPTFGFJUPTÏRVFFMBTDPNFÎBNBNBOJQVMBSUSBCBMIPFJOGPSNBÎÜFTQBSBQBSFDFSRVFFMBTFTUFKBNDVNQSJOEPBTNFUBT$PNPNPTUSBBFYQFSJÐODJBEB'VUVSF4NBSUUFSCPBTNÏUSJDBTFNUFNQPSFBMÏVNBBCPSEBHFNNFMIPSEPRVFEFQFOEFSEF4DSVNTPV4DSVNTEF4DSVNTPVSFVOJÜFTEFBDPNQBOIBNFOUPEP&TDSJUØSJPEF(FSFODJBNFOUPEF1SPKFUPTQBSBEFTDPCSJSPRVFFTUÈBDPOUFDFOEP".FMIPSJB,BUBGPSOFDFVNBNBOFJSBEFBMJOIBSBTFRVJQFTFEFNBOFJSBHFSBMBTPSHBOJ[BÎÜFTUPNBOEPPCKFUJWPTFEJWJEJOEPPTFNSFTVMUBEPTDPOEJÎÜFTBMWPQFRVFOPTFJODSFNFOUBJTRVFOPTGB[FNDIFHBSNBJTQFSUPEPOPTTPPCKFUJWP".FMIPSJB,BUBOÍPÏ

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186 6.6 CONCLUSÃO

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6.6 CONCLUSÃO 187

CAPÍTULO 7

i/ÍPIÈOBEBUÍPJOÞUJMRVBOUPGB[FSDPNFGJDJÐODJBBRVJMPRVFOÍPEFWFTFSGFJUPEFNBOFJSBOFOIVNBw1FUFS%SVDLFSi"NFEJEBEFFYFDVÎÍPOPEFTFOWPMWJNFOUPEFQSPEVUPTÏBOPTTBDBQBDJEBEFEFBMJOIBSDPOTUBOUFNFOUFPTOPTTPTQMBOPTQBSBPRVFTFKBBDBEBNPNFOUPBNFMIPSPQÎÍPFDPOÙNJDBw%POBME3FJOFSUTFOF4UFGBO5IPNLF"NBJPSJBEBTFNQSFTBTFTUÈBGVOEBOEPFNVNNBSEFFYDFTTPEFUSBCBMIPNVJUPEPRVBMGPSOFDFQPVDPWBMPSQBSBPTDMJFOUFT"MÏNEFNFMIPSBSPTQSPEVUPTFYJTUFOUFTFGPSOFDFSOPWPTQSPEVUPTDBEBFNQSFTBUFNWÈSJBTJOJDJBUJWBTFQSPKFUPTFTUSBUÏHJDPTFNBOEBNFOUPBRVBMRVFSNPNFOUPFDBEBEJBEFUSBCBMIPOÍPQMBOFKBEPDIFHBQBSBOPTEJTUSBJSEFBMDBOÎBSPTOPTTPTPCKFUJWPT6NBSFTQPTUBDPNVNQBSBFTUFQSPCMFNBÏUFOUBSBVNFOUBSBVUJMJ[BÎÍPUSBCBMIBSNBJTNFMIPSBSBFGJDJÐODJBUSBCBMIBSNBJTSÈQJEPFSFEV[JSPTDVTUPTVUJMJ[BOEPQSPDFTTPTEFHFTUÍPVMUSBQBTTBEPTFDPOUSBQSPEVDFOUFT0QFOTBNFOUP-FBOGPSOFDFVNBBMUFSOBUJWBDPNQSPWBEBRVFQPEFTFSSFTVNJEPFNDJODPQSJODÓQJPTFTQFDJGJDBSDPNQSFDJTÍPPWBMPSEFDBEBQSPEVUP*%&/5*'*26&7"-03&".1-*&0'-690

7 IDENTIFIQUE VALOR E AMPLIE O FLUXO 189

FTQFDÓGJDPJEFOUJGJDBSPGMVYPEFWBMPSQBSBDBEBQSPEVUPGB[FSPWBMPSGMVJSTFNJOUFSSVQÎÜFTGB[FSDPNRVFPDMJFOUFQVYFPWBMPSEPGPSOFDFEPSFCVTDBSBQFSGFJÎÍP80."$,+0/&4/PDBQÓUVMPBOUFSJPSNPTUSBNPTDPNPJNQMFNFOUBSVNBFTUSBUÏHJBEFNFMIPSJBDPOUÓOVBFNOÓWFMEFQSPHSBNBQBSBNFMIPSBSBQSPEVUJWJEBEFFRVBMJEBEFFSFEV[JSDVTUPT/FTUFDBQÓUVMPNPTUSBSFNPTDPNPPTDJODPQSJODÓQJPT-FBOGPSBNBEPUBEPTQFMB.BFSTLQBSBSFEV[JSPUFNQPEFDJDMPEFOPWBTGVODJPOBMJEBEFTFNNBJTEFBVNFOUBOEPTJNVMUBOFBNFOUFBRVBMJEBEFFSFUPSOPEPJOWFTUJNFOUP&N#MBDL4XBO'BSNJOHVTJOH$PTUPG%FMBZIUUQDPTUPGEFMBZDPN+PTIVB+"SOPMEF½[MFN:àDFEJTDVUFNDPNPFMFTBCPSEBSBNBSFEVÎÍPEFUFNQPEFDJDMPOB.BFSTL-JOFTNBJPSDPNQBOIJBEFMPHÓTUJDBNBSÓUJNBEPNVOEP0EFQBSUBNFOUPEF5*EB.BFSTLQPTTVÓBVNPSÎBNFOUPBOVBMEFNBJTEF64NJMIÜFTDPNHSBOEFQBSUFEPTFVEFTFOWPMWJNFOUPSFBMJ[BEBQPSGPSOFDFEPSFTEFPVUTPVSDJOHEJTUSJCVÓEPTHMPCBMNFOUF&MFTFOGSFOUBWBNVNBHSBOEFEFNBOEBFMFOUPUJNFUPNBSLFUFNPUFNQPEFBUSBWFTTBNFOUPNÏEJPQBSBVNBGVODJPOBMJEBEFFSBEFEJBTTFOEPRVFEFMBTMFWBOEPNBJTEFVNBOPQBSBTFSFNFOUSFHVFTEFTEFBDPODFQÎÍPBUÏTPGUXBSFFNQSPEVÎÍP/PNPNFOUPEBBOÈMJTFFNPVUVCSPEFNBJTEFEPTSFRVJTJUPTJEFOUJGJDBEPTDPNPFTUBOEPFNEFTFOWPMWJNFOUPFTUBWBNOPJOÓDJPEJGVTPËFTQFSBEFTFSFNBOBMJTBEPTFNEFUBMIFFGJOBODJBEPT&NVNDBTPVNBGVODJPOBMJEBEFRVFMFWPVBQFOBTIPSBTQBSBTFSEFTFOWPMWJEBFUFTUBEBMFWPVVNUPUBMEFTFNBOBTQBSBTFSFOUSFHVFEFQPOUBBQPOUB0UFNQPEFBUSBWFTTBNFOUPDPOTVNJVTFNBOBTEFTUFQFSÓPEP

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190 7.1 O ESTUDO DE CASO MAERSK

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7.1 O ESTUDO DE CASO MAERSK 191

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192 7.1 O ESTUDO DE CASO MAERSK

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7.1 O ESTUDO DE CASO MAERSK 193

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7.2 AMPLIAR O FLUXO 205

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206 7.2 AMPLIAR O FLUXO

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210 7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA

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7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA DESCENTRALIZAR

DECISÕES ECONÔMICAS 211

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212 7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA

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DECISÕES ECONÔMICAS 213

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214 7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA

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7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA DESCENTRALIZAR

DECISÕES ECONÔMICAS 215

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216 7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA

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7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA DESCENTRALIZAR

DECISÕES ECONÔMICAS 217

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218 7.3 CUSTO DE ATRASO: UMA ESTRUTURA DE TRABALHO PARA

DESCENTRALIZAR DECISÕES ECONÔMICAS

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7.4 CONCLUSÃO 219

CAPÍTULO 8

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8 ADOTE PRÁTICAS DE ENGENHARIA LEAN 221

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222 8 ADOTE PRÁTICAS DE ENGENHARIA LEAN

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8.1 OS FUNDAMENTOS DA ENTREGA CONTÍNUA 225

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8.2 INTEGRAÇÃO CONTÍNUA E AUTOMAÇÃO DE TESTE 227

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228 8.2 INTEGRAÇÃO CONTÍNUA E AUTOMAÇÃO DE TESTE

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8.2 INTEGRAÇÃO CONTÍNUA E AUTOMAÇÃO DE TESTE 231

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234 8.3 O PIPELINE DE ENTREGA

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8.3 O PIPELINE DE ENTREGA 235

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8.4 DISSOCIAR DEPLOYMENT E RELEASE 241

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242 8.5 CONCLUSÃO

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8.5 CONCLUSÃO 243

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CAPÍTULO 9

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256 9.2 PESQUISA DE USUÁRIO

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9.2 PESQUISA DE USUÁRIO 257

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258 9.3 EXPERIMENTOS CONTROLADOS ONLINE

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9.3 EXPERIMENTOS CONTROLADOS ONLINE 259

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260 9.3 EXPERIMENTOS CONTROLADOS ONLINE

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9.4 UM EXEMPLO DE TESTE A/B 263

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264 9.4 UM EXEMPLO DE TESTE A/B

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9.4 UM EXEMPLO DE TESTE A/B 265

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334 11.4 CONCLUSÃO

CAPÍTULO 12

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12.2 APLIQUE PRINCÍPIOS LEAN AOS PROCESSOS DA GRC 347

QBSBEFUFSNJOBSRVBJTFSBNPTSJTDPTFTFBTBUJWJEBEFTQMBOFKBEBTEFNJUJHBÎÍPFSBNBEFRVBEBT0TEFTFOWPMWFEPSFTTBCJBNEJTTPFGB[JBNPNFOPSFTGPSÎPQPTTÓWFMOPQSFFODIJNFOUPEBQMBOJMIBNVJUBTWF[FTBQFOBTNVEBOEPBEBUBFPUÓUVMPEFVNBWFSTÍPFOWJBEBBOUFSJPSNFOUFFSFFOWJBOEPBDPNPVNBOPWBSFRVJTJÎÍP0HFSFOUFEFNVEBOÎBTTBCJBRVFPTEFTFOWPMWFEPSFTGB[JBNJTTPNBTOÍPGB[JBEJGFSFOÎBQBSBFMFEFTEFRVFPQSPDFTTPEPDVNFOUBEPFTUJWFTTFTFOEPTFHVJEPËSJTDB/ÍPIBWJBOFOIVNBBEJÎÍPEFWBMPSFNUFSNPTEFHFTUÍPEFSJTDPTBQFTBSEFUPSOBSEFTOFDFTTBSJBNFOUFEPMPSPTPQBSBBFRVJQFDPOTFHVJSDPMPDBSTVBTNVEBOÎBTOPBS$POUVEPBDPOGPSNJEBEFFTUBWBTFOEPBUFOEJEBQPSNFJPEBFWJEÐODJBEPDVNFOUBEBOBSFRVJTJÎÍPEFNVEBOÎB0WBMPSSFBMFTUBWBBDPOUFDFOEPOBTDPOWFSTBTFFNDPNQMFUBSBUJWJEBEFTEFNJUJHBÎÍPBOUFTEBBQMJDBÎÍPEBNVEBOÎB2VBOEPBTFRVJQFTEFQSPEVUPTFSFDVTBNBQBSUJDJQBSEPUFBUSPEFHFTUÍPEFSJTDPTBSFTQPTUBQBESÍPÏRVFIÈFYJHÐODJBTQPSQBSUFEFBMHVNGSBNFXPSLQPQVMBSDPNPP*5*-PVP$0#*5PVQPSBMHVNBMFJPVSFHVMBNFOUP$POUVEPDPNBMHVNBTQPVDBTFYDFÎÜFTOFNPTGSBNFXPSLTOFNBTMFJTQSFTDSFWFNBMHVOTQSPDFTTPTFNQBSUJDVMBS1PSFYFNQMPNVJUBHFOUFBDSFEJUBRVFBTFHSFHBÎÍPEFGVOÎÜFTÏFYJHJEBQPSVNBMFJEPT&6"DIBNBEBEF4BSCBOFT0YMFZTFÎÍPEFGPSNBRVFBTPSHBOJ[BÎÜFTFTUBCFMFDFNDPOUSPMFTFMBCPSBEPTTPCSFBDFTTPBTJTUFNBTFBNCJFOUFTEF5*QBSBBUFOEFSBJOUFSQSFUBÎÍPEFMBTEPRVFFTTBMFJRVFSEJ[FS0GBUPÏRVFFNOFOIVNMVHBSOFTTBMFJOFNOBTSFHSBTEF4&$RVFGPSBNDSJBEBTQFMBMFJBTFHSFHBÎÍPEFGVOÎÜFTÏNFODJPOBEB"TFHSFHBÎÍPEFGVOÎÜFTÏVNDPODFJUPRVFCVTDBFWJUBSFSSPTFBUJWJEBEFTNBMJDJPTBTFYJHJOEPRVFQFMPNFOPTEVBTQFTTPBTDPNQMFUFNVNBUSBOTBÎÍPGJNBGJN0VUSPKFJUPEFBCPSEBS

348 12.2 APLIQUE PRINCÍPIOS LEAN AOS PROCESSOS DA GRC

JTTPÏBTTFHVSBSRVFOFOIVNBQFTTPBQPTTBDPNQMFUBSVNBUSBOTBÎÍPTFNRVFFTUBUFOIBTJEPEFUFDUBEBPVDPOUSPMBEBQPSQFMPNFOPTVNBPVUSBQFTTPB4FWPDÐBDSFEJUBRVFÏFTQFSBEPEFWPDÐTFHVJSVNQSPDFTTPRVFDPNQSPNFUBTVBIBCJMJEBEFEFGB[FSVNCPNUSBCBMIPWBMFBQFOBDPOWFSTBSDPNBTQFTTPBTRVFDSJBSBNPQSPDFTTPQBSBEJTDVUJSTVBTJOUFOÎÜFT7PMUFBP1SJODÓQJPEB.JTTÍPOPDBQÓUVMPFVTFPDPNPVNBPQPSUVOJEBEFEFDPMBCPSBÎÍPFQBSBDPOTUSVJSSFMBDJPOBNFOUPTFEFTFOWPMWFSVNFOUFOEJNFOUPDPNVN7PDÐQPEFTFTVSQSFFOEFSBPEFTDPCSJSRVFÏQPTTÓWFMUFSVNBDPOWFSTBQSPEVUJWBTPCSFDPNPBUJOHJSBTNFUBTEFMBTEFVNKFJUPEJGFSFOUFPVNFTNPWFSTFTFVUSBCBMIPSFBMNFOUFFTUÈOPFTDPQPQBSBBMFJPVSFHVMBNFOUPFNRVFTUÍP4FMIFEJTTFSFNRVFVNQSPDFTTPFNQBSUJDVMBSÏSFRVFSJEPQPSBMHVNSFHVMBNFOUPFEVDBEBNFOUFQFSHVOUFPOEFWPDÐQPEFFODPOUSBSNBJTJOGPSNBÎÜFTTPCSFFTUBFYJHÐODJB&NNVJUPTDBTPTSFHSBTFQSPDFTTPTEB(3$POFSPTPTRVFTÍPBQMJDBEPTTÍPTJNQMFTNFOUFJOUFSQSFUBÎÜFTEFBMHVÏNTPCSFPRVFÏOFDFTTÈSJPOÍPBMHPNBOEBUØSJPQFMPSFHVMBNFOUPFNRVFTUÍP$PNVNFOUFOEJNFOUPDPNVNEPTQSPDFTTPTEB(3$FEPTPCKFUJWPTEBFRVJQFEFFOUSFHBEFQSPEVUPFTFVTNÏUPEPTBDPMBCPSBÎÍPQBSBBUJOHJSPTPCKFUJWPTPSHBOJ[BDJPOBJTQPEFSFBMNFOUFDPNFÎBS$PNPEJTDVUJEPOPDBQÓUVMPPNBQFBNFOUPEBDBEFJBEFWBMPSÏVNBQPEFSPTBGFSSBNFOUBRVFQPEFTFSVTBEB

."1&*&"$"%&*"%&7"-03$3*&0'-690&&45"#&-&±"6.4*45&."169"%0

12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM SISTEMA

PUXADO 349

QBSBOPTEBSVNBWJTÍPEPFTUBEPBUVBMFJEFOUJGJDBSÈSFBTEFNFMIPSJB/PDPOUFYUPEPTQSPDFTTPT(3$ÏJNQPSUBOUFDPMPDÈMBTTPCSFFTUBTBUJWJEBEFTEBFRVJQFEFFOUSFHBFFOUFOEFSDPNPFMBTJOGMVFODJBNBIBCJMJEBEFEBFRVJQFEFGJOBMJ[BSTFVUSBCBMIP"NBJPSQBSUFEPTQSPDFTTPTEB(3$ÏQSPKFUBEBJTPMBEBNFOUFQBSBBQMJDBSDPOUSPMFTDPNPBQSPWBÎÜFTOFDFTTÈSJBTBDFTTPMJNJUBEPTFHSFHBÎÍPEFGVOÎÜFTNPOJUPSBNFOUPFSFWJTÍPEFBUJWJEBEFT&TUBTTFSWFNQBSBPGFSFDFSWJTJCJMJEBEFFUSBOTQBSÐODJBTPCSFRVFNGB[PRVFRVBOEPFDPNRVBMBVUPSJEBEF"DJNBEFUVEPPTGSBNFXPSLTVTBEPTNBJTDPNVNFOUFQFMBTFRVJQFTEB(3$QBSBDSJBSPTQSPDFTTPTFOGBUJ[BNNFMIPSBSBFGJDJÐODJBHFSBMFBFGJDÈDJBEBPSHBOJ[BÎÍP*OGFMJ[NFOUFNVJUPTEPTQSPDFTTPTFDPOUSPMFTGB[FNKVTUBNFOUFPPQPTUPRVBOEPDPOTJEFSBEPTFNVNBDBEFJBEFWBMPSNBJPSWJTUBEFQPOUBBQPOUB0TDPOUSPMFTQPEFNTFSQSFWFOUJWPTQPSOBUVSF[BQFMBBQMJDBÎÍPEFVNBCBSSFJSB%FGPSNBBMUFSOBUJWBFMFTQPEFNBHJSDPNPEFUFUJWFTNPOJUPSBOEPFSFWJTBOEPFWFOUPTEFQPJTEFTVBTPDPSSÐODJBTFMFWBOUBOEPBTSFTQPTUBTBQSPQSJBEBTQBSBBEFTDPCFSUBEFFYDFÎÜFTQPUFODJBJTUBJTDPNPFSSPTPNJTTÜFTPVBÎÜFTNBMJDJPTBT.VJUPTEFOØTDPNFUFNPFSSPEFQFOTBSRVFDPOUSPMFTQSFWFOUJWPTTÍPNBJTFGFUJWPTQPEFNPTDSJBSCBSSFJSBTPVUJSBSBQPTTJCJMJEBEFEBTQFTTPBTEFGB[FSFNBMHVNBDPJTBNBTOÍPGVODJPOB"SFBMJEBEFÏRVFBTQFTTPBTQSFDJTBNFOUSFHBSBTDPJTBT4FWPDÐUFOUBSQBSÈMBTNVJUBTWÍPTFUPSOBSDSJBUJWBTFEFTDPCSJSGPSNBTEFESJCMBSRVBJTRVFSCBSSFJSBTDSJBEBT"SFBÎÍPFOUÍPÏUSBWBSBJOEBNBJTPRVFFODPSBKBBJOEBNBJTTPMVÎÜFTDSJBUJWBTQPSCBJYPEPTQBOPTDVMUJWBOEPVNBDVMUVSBTVCWFSTJWBEFDPNQPSUBNFOUPBSSJTDBEP6NCPNFYFNQMPTÍPFRVJQFTRVF

0TDPOUSPMFTFSSBEPTJOUFSSPNQFNPGMVYP

350 12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM

SISTEMA PUXADO

DPOGJBNPTRVFBTQFTTPBTGBSÍPPDPSSFUPQPSJTTPEBNPTBDFTTPFDPOUSPMFTPCSFPTTJTUFNBTFPIBSEXBSFRVFFMBTQSFDJTBNVTBSEJBSJBNFOUF&OUÍPWFSJGJDBNPTTFBFRVJQFOÍPFTUÈBCVTBOEPEBBVUPSJEBEFQPSNFJPEFVNNPOJUPSBNFOUPCPNFEBSFWJTÍPGSFRVFOUFEPTQSPDFTTPTDPNPJOUVJUPEFHBSBOUJSRVFPTMJNJUFTFTUBCFMFDJEPTFTUFKBNTFOEPPCTFSWBEPTFRVFWJTJCJMJEBEFFUSBOTQBSÐODJBDPNQMFUBTFTUFKBNJODMVÓEBTOPUSBCBMIPEBFRVJQF3&%6;*/%004$*$-04%&'&&%#"$,/"4"5*7*%"%&4%&$0/'03.*%"%&"UFOEFSËTEFNBOEBTEFDPOGPSNJEBEFQBSB4FHVSBOÎBEB*OGPSNBÎÍPUFNTJEPVNBQFESBOPTBQBUPEFNVJUBTFRVJQFTEFFOUSFHB/PFTQÓSJUPEBNFUPEPMPHJB#JH#BOHEFFOUSFHBEFQSPKFUPTBFRVJQFEFTFHVSBOÎBÏFOWPMWJEBOPÞMUJNPNPNFOUPEJBTBOUFTEPMBOÎBNFOUPQBSBFYFDVUBSVNBSFWJTÍPGJOBMEFDØEJHPQBSBQSPDVSBSQPSWVMOFSBCJMJEBEFTEFTFHVSBOÎBFEBDPOGPSNJEBEFSFRVFSJEB"DPNVOJEBEFEF4FHVSBOÎBEB*OGPSNBÎÍPBHPSBQFSDFCFRVFFTTBBCPSEBHFNOÍPGVODJPOB/BNBJPSJBEPTQSPEVUPTTJNQMFTNFOUFFYJTUFDPNQMFYJEBEFFWPMVNFEFNBJTQBSBDPNQMFUBSVNBSFWJTÍPNÓOJNB2VBOEPBTWVMOFSBCJMJEBEFTPVPVUSBTGBMIBTOBDPOGPSNJEBEFTÍPEFTDPCFSUBTEFTTBGPSNBHFSBMNFOUFÏUBSEFEFNBJTQBSBGB[FSNVJUBDPJTBBSFTQFJUP"DBCBTFOEPNBJTBSSJTDBEPDPSSJHJSBTWVMOFSBCJMJEBEFTFNVNTJTUFNBGSÈHJMPVFTQFSBSQFMBTNVEBOÎBTEPRVFEFJYBSRVFBTWVMOFSBCJMJEBEFTDIFHVFNBQSPEVÎÍPDPNBQSPNFTTBEFBSSVNÈMBTEFQPJT1BSBBUFOEFSBRVFTUÜFTEFDPOGPSNJEBEFFSFEVÎÍPEFSJTDPTEFTFHVSBOÎBNVJUBTPSHBOJ[BÎÜFTBHPSBJODMVFNFTQFDJBMJTUBTFNTFHVSBOÎBEBJOGPSNBÎÍPDPNPNFNCSPTEBTFRVJQFT

12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM SISTEMA

PUXADO 353

QBSBBTFRVJQFTNVEBOEPPTQSPDFTTPTEFHPWFSOBOÎBBTFRVJQFTEB(3$UBNCÏNTFCFOFGJDJBN6UJMJ[BOEPDPOUSPMFTEFTFOIBEPTFNDPMBCPSBÎÍPDPNBTFRVJQFTEB(3$BTFRVJQFTEFFOUSFHBQPEFNFNCVUJSFWJEÐODJBEFDPOGPSNJEBEFSFBMOPUSBCBMIPEJÈSJPFOBTGFSSBNFOUBTBMÏNEFBGBTUBSPUFBUSPEBHFTUÍPEFSJTDP$PNPGB[FNPTDPNBRVBMJEBEFGVODJPOBMFEFEFTFNQFOIPDPOTUSVÓNPTFWJEÐODJBEFDPOGPSNJEBEFFNOPTTPUSBCBMIPEJÈSJPEFGPSNBBOÍPUFSEFBQFMBSQBSBHSBOEFTMPUFTEFJOTQFÎÍPBQØTBNBJPSQBSUFEPUSBCBMIPFTUBSQSPOUB0FGFJUPHMPCBMQBSBBTFRVJQFTEB(3$ÏRVFFMBTBHPSBQPEFNFYUSBJSJOGPSNBÎÜFTSFMBDJPOBEBTËDPOGPSNJEBEFEBTFRVJQFTEFFOUSFHBBRVBMRVFSNPNFOUPTFNJOUFSSPNQFSPGMVYPHFSBMEBFRVJQFBOÍPTFSRVFBMHPEFTBHSBEÈWFMPVOÍPQSFWJTUPQBSFÎBFTUBSBDPOUFDFOEP"TBVEJUPSJBTBOVBJTTÍPNFOPTEPMPSPTBTQPSRVFBTFRVJQFTEFFOUSFHBFOUFOEFNBJOUFOÎÍPEPTDPOUSPMFTRVFPTBVEJUPSFTFTUÍPQFEJOEPFQPEFNHFSBSFWJEÐODJBTEPDVNQSJNFOUPEFTTBTJOUFOÎÜFTQPSNFJPEFTFVTQSPDFTTPT"PVTBSVNGSBNFXPSLFDPOÙNJDPBFYFNQMPEF$VTUPEF"USBTPEJTDVUJEPOPDBQÓUVMPQPEFNPTRVBOUJGJDBSPTUSBEFPGGTFDPOÙNJDPTRVFGB[FNPTRVBOEPJNQMFNFOUBNPTDPOUSPMFTQBSBNJUJHBSSJTDPT*TUPOPTQFSNJUFQSJPSJ[BSUSBCBMIPEB(3$FNSFMBÎÍPBPVUSPTUJQPTEFUSBCBMIPRVFSFBMJ[BNPTQPSUBOUPQVYBSUSBCBMIPBEJDJPOBMSFRVFSJEPQBSBDPOGPSNJEBEFOPNPNFOUPDPSSFUPQBSBPOFHØDJP&456%0%&$"40*.1-&.&/5"±°01$*%44/"&54:"&UTZÏVNNFSDBEPPOMJOFQBSBJUFOTGFJUPTËNÍPFJUFOTWJOUBHFDPNNBJTEFVNCJMIÍPEFEØMBSFTFNWFOEBTCSVUBTFN/BDVMUVSBEFBMUBDPOGJBOÎBEB&UTZPTEFTFOWPMWFEPSFTOPSNBMNFOUFDPMPDBNTVBTQSØQSJBT

12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM SISTEMA

PUXADO 355

NVEBOÎBTOPBSSFBMNFOUFDPNPQBSUFEBJOUFHSBÎÍPEFOPWPTFOHFOIFJSPTPTEFTFOWPMWFEPSFTVUJMJ[BNPTJTUFNBEFJNQMBOUBÎÍPBVUPNBUJ[BEPQBSBBUVBMJ[BSTFVTQFSGJTBPWJWPOPTJUFMPHPOPTQSJNFJSPTEJBT0TFOHFOIFJSPTUBNCÏNQPEFNUSBCBMIBSFNFUFSBDFTTPBUPEBTBTQBSUFTEPTJTUFNB$POUVEPEFWJEPË&UTZQSPDFTTBSUSBOTBÎÜFTEFDBSUÍPEFDSÏEJUPFMBFTUÈTVKFJUBBP1$*%44VNQBESÍPEBJOEÞTUSJBRVFÏCBTUBOUFQSFTDSJUJWPFNDPNPHFSFODJBSTJTUFNBTQBSBBSNB[FOBNFOUPPVUSBOTNJTTÍPEFJOGPSNBÎÜFTEPUJUVMBSEPDBSUÍPFTTFTTJTUFNBTTÍPDPOIFDJEPTDPNPPBNCJFOUFEFJOGPSNBÎÜFTEPUJUVMBSPVDBSEIPMEFSEBUBFOWJSPONFOU$%&1PSFYFNQMPP$%&EFWFTFSGJTJDBNFOUFTFQBSBEPFEFWFUBNCÏNIBWFSBTFHSFHBÎÍPEFGVOÎÜFTQPSQFTTPBTRVFUSBCBMIBNOPTTJTUFNBTEFOUSPEP$%&"TFHSFHBÎÍPEFGVOÎÜFTOPSNBMNFOUFÏJOUFSQSFUBEBOPTFOUJEPEFFOUSFPVUSBTDPJTBTEJ[FSRVFPTEFTFOWPMWFEPSFTOÍPEFWFSJBNUFSBDFTTPËCBTFEFEBEPTEFQSPEVÎÍPFRVFFMFTOÍPEFWFSJBNTFSDBQB[FTEFDPMPDBSTVBTQSØQSJBTNPEJGJDBÎÜFTFNQSPEVÎÍP"NCPTSFRVJTJUPTDPOGMJUBNDPNBGPSNBRVFB&UTZUJQJDBNFOUFPQFSB7FKBDPNPFMFTBCPSEBSBNBDPOGPSNJEBEFFNSFMBÎÍPBPQBESÍP1$*%44.JOJNJ[FBTDPOTFRVÐODJBTEFVNBDPOGPSNJEBEFSFRVFSJEB&OUFOEBRVFOÍPFYJTUFVNBTPMVÎÍPEFDPOGPSNJEBEFRVFTJSWBQBSBUVEPFBSRVJUFUFTJTUFNBTRVFTFQBSFNBTQSFPDVQBÎÜFTSFMBDJPOBEBTBEJGFSFOUFTEFNBOEBTEFDPOGPSNJEBEF"DVMUVSBQSJODJQBMOB&UTZÏPUJNJ[BEBQBSBBWFMPDJEBEFEFJOPWBÎÍP$POUVEPPQSPDFTTBNFOUPEFDBSUÜFTEFDSÏEJUPÏVNBÈSFBOBRVBMBTFHVSBOÎBEPTEBEPTÏEFNÈYJNBJNQPSUÉODJB"&UTZSFDPOIFDFRVFEJGFSFOUFTQBSUFTEFTFVT

356 12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM

SISTEMA PUXADO

TJTUFNBTUÐNQSFPDVQBÎÜFTEJGFSFOUFTFEFWFNTFSUSBUBEBTEFGPSNBEJGFSFOUF"EFDJTÍPBSRVJUFUVSBMNBJTJNQPSUBOUFEB&UTZGPJEFTBDPQMBSPBNCJFOUF$%&EPSFTUPEPTJTUFNBMJNJUBOEPPFTDPQPEPTSFHVMBNFOUPTEP1$*%44QBSBVNBÈSFBTFQBSBEBQSFWFOJOEPBDPOUBNJOBÎÍPEFUPEPTTFVTTJTUFNBTEFQSPEVÎÍP0TTJTUFNBTRVFGPSNBNP$%&TÍPTFQBSBEPTFHFSFODJBEPTEFPVUSBGPSNBEPSFTUPEPTBNCJFOUFTEB&UTZOPTOÓWFJTGÓTJDPEFSFEFEFDØEJHPGPOUFFEFJOGSBFTUSVUVSBMØHJDB"MJÈTP$%&ÏDPOTUSVÓEPFPQFSBEPQPSVNBFRVJQFNVMUJGVODJPOBMRVFÏSFTQPOTÈWFMFYDMVTJWBNFOUFQFMP$%&/PWBNFOUFJTUPMJNJUBPFTDPQPEPTSFHVMBNFOUPT1$*%44BQFOBTBFTUBFRVJQF&TUBCFMFÎBFMJNJUFPSBJPEFJNQBDUPEFGSBNFXPSLTFSFHVMBNFOUPT4FNQSFDPNFDFQFSHVOUBOEP2VBMÏPNFOPSDPOKVOUPEFNVEBOÎBTRVFQSFDJTBNPTGB[FSFNOPTTBBSRVJUFUVSBFDVMUVSBJEFBJTRVFBJOEBBUFOEBËDPOGPSNJEBEFBRVFFTUBNPTTVKFJUPT &OUÍPBEPUFVNBBCPSEBHFNJODSFNFOUBMFJUFSBUJWBOBJNQMFNFOUBÎÍPFWBMJEBÎÍPEFTTBTNVEBOÎBT1PSFYFNQMPBQFTBSEP1$*%44FYJHJSBTFHSFHBÎÍPEFGVOÎÜFTJTTPOÍPJNQFEFRVFVNBFRVJQFNVMUJGVODJPOBM$%&USBCBMIFKVOUBOPNFTNPFTQBÎP2VBOEPJOUFHSBOUFTEBFRVJQF$%&RVFSFNGB[FSBMHVNBBMUFSBÎÍPFNQSPEVÎÍPFMFTDSJBNVNDIBNBEPRVFÏBQSPWBEPQFMPMÓEFSUÏDOJDPGPSBJTTPPDØEJHPÏDPNJUBEPFPQSPDFTTPEFEFQMPZÏDPNQMFUBNFOUFBVUPNBUJ[BEPDPNPBDPOUFDFDPNPBNCJFOUFQSJODJQBMEB&UTZ/ÍPFYJTUFNHBSHBMPTFBUSBTPTQPJTBTFHSFHBÎÍPEFGVOÎÜFTÏNBOUJEBMPDBMVNBNVEBOÎBÏBQSPWBEBQPSBMHVÏNEJGFSFOUFEBQFTTPBRVFBGF[

12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM SISTEMA

PUXADO 357

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358 12.3 MAPEIE A CADEIA DE VALOR, CRIE O FLUXO E ESTABELEÇA UM

SISTEMA PUXADO

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$0/$-64°0

12.4 CONCLUSÃO 359

CAPÍTULO 13

i"EFSJSBSFHSBTEFPSÎBNFOUBÎÍPOÍPEFWFSJBTFSNBJTJNQPSUBOUFRVFBCPBUPNBEBEFEFDJTÍPw&NJMZ0TUFSi/FTUFFYBUPNPNFOUPTVBFNQSFTBUFNQSPDFTTPTEFOFHØDJPEPTÏDVMP99*CBTFBEPTOBJOUFSOFUQSPDFTTPTHFSFODJBJTEBNFUBEFEPTÏDVMP99UVEPBQPJBEPFNQSJODÓQJPTEFHFTUÍPEPTÏDVMP9*9w(BSZ)BNFM&NNVJUBTFNQSFTBTHSBOEFTPTQSPDFTTPTEFHFTUÍPGJOBODFJSB'JOBODJBM.BOBHFNFOU1SPDFTTFTPV'.1FNJOHMÐTTÍPEFTFOIBEPTOPQBSBEJHNBEFQSPKFUP*TUPTFBQSFTFOUBDPNPVNFNQFDJMIPOBDPOEVÎÍPEFVNBBCPSEBHFNCBTFBEBFNQSPEVUPOBCVTDBQFMBJOPWBÎÍP²SFMBUJWBNFOUFGÈDJMQBSBFRVJQFTQFRVFOBTUSBCBMIBSFNFDPMBCPSBSFNVNBTDPNBTPVUSBT&OUSFUBOUPFNVNBFTDBMBPSHBOJ[BDJPOBMFNBMHVNNPNFOUPBUJOHJNPTVN&70-6*/%0"(&45°0'*/"/$&*3"1"3"(6*"3"*/07"±°0%&130%650

*/530%6±°0

13 EVOLUINDO A GESTÃO FINANCEIRA PARA GUIAR A INOVAÇÃO DE PRODUTO

361

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362 13.1 INTRODUÇÃO

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366 13.3 LIBERTANDO-NOS DO CICLO ANUAL DE ORÇAMENTO

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13.3 LIBERTANDO-NOS DO CICLO ANUAL DE ORÇAMENTO 367

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368 13.3 LIBERTANDO-NOS DO CICLO ANUAL DE ORÇAMENTO

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13.3 LIBERTANDO-NOS DO CICLO ANUAL DE ORÇAMENTO 369

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13.5 PARE DE BASEAR DECISÕES DE NEGÓCIO EM RECEITA VERSUS CUSTO

OPERACIONAL 379

0Q&YÏJNQPSUBOUFQBSBBTPSHBOJ[BÎÜFT)ÈWBOUBHFOTEFUBSJGBTFJNQBDUPTGJOBODFJSPTQPTJUJWPTEFTFSFQPSUBSPTHBTUPTPSHBOJ[BDJPOBJTEFTUBGPSNBMPHPNVJUBBUFOÎÍPÏHBTUBDPNJTTP"QSFNJTTBCÈTJDBEFDBQJUBMJ[BSTJTUFNBTEFTPGUXBSFÏWÐMPTDPNPSFDVSTPTRVFDSJBNCFOFGÓDJPTGVUVSPTQBSBOPTTBPSHBOJ[BÎÍP*TTPQPEFUFSJNQBDUPTJHOJGJDBUJWPFNCBMBODFBSQMBOJMIBTFFNUSPDBOPWBMPSEFNFSDBEPEFVNBPSHBOJ[BÎÍP*OGFMJ[NFOUFFTUBEJTUJOÎÍPÏHFSBMNFOUFVTBEBDPNPGVOEBÎÍPOBRVBMEFDJTÜFTDSÓUJDBTEFOFHØDJPTÍPUPNBEBT*TTPJOKFUBPVUSPFMFNFOUPEFDPNQMFYJEBEFOPQSPDFTTPEFDJTØSJPFOPJOWFTUJNFOUPFNJOPWBÎÍP5PEPTPTDVTUPTBTTPDJBEPTDPNRVBMRVFSUSBCBMIPQSFDJTBTFSDBUFHPSJ[BEPFNVNPVEPJTCVDLFUTFPQSPDFTTPUSBEJDJPOBMQBSBHFSFODJBSPTCVDLFUTBTTVNFRVFVNUSBCBMIPFNFRVJQFÏVNPVPVUSPNBTOÍPQPEFTFSBNCPTBPNFTNPUFNQP0QSPDFTTPUSBEJDJPOBMUBNCÏNDPOUSJCVJFNPCTDVSFDFSPWFSEBEFJSPDVTUPEFQSPQSJFEBEFFFTDBMBDVTUPTPQFSBDJPOBJT6NQSPKFUPTFSÈDBQJUBMJ[BEPUPUBMNFOUFQFSNJUJOEPOPTEJWVMHBSPSFMBUØSJPEBRVFMFDVTUPEFVNFYUFOTPQFSÓPEPEFGPSNBRVFFMFUFOIBQPVDPJNQBDUPOPDVSUPQSB[POBSFDFJUB&OUSFUBOUPNVJUPTEPTJUFOTRVFTÍPDBQJUBMJ[BEPTEVSBOUFPQSPKFUPJOJDJBMUFNVNJNQBDUPOFHBUJWPJNFEJBUPOPOPTTP0Q&YDPNFÎBOEPBOUFTPVJNFEJBUBNFOUFEFQPJTRVFPQSPKFUPEJTTJQBS0TDVTUPTPQFSBDJPOBJTEFMPOHPQSB[POFDFTTÈSJPTQBSBTVQPSUBSPBVNFOUPEBDPNQMFYJEBEFEPTTJTUFNBTDSJBEPTQFMPTQSPKFUPTOÍPTÍPDBMDVMBEPTRVBOEPQSPKFUPTDBQJUBMJ[BEPTTÍPBQSPWBEPTQPSRVFOÍPWFNEPNFTNPCVDLFU4VQPSUFDPOUÓOVPFPCTPMFTDÐODJBEFQSPEVUPTFTFSWJÎPTÏVNQSPCMFNBEF0Q&Y/PGJOBMFRVJQFT0Q&9GJDBNQSFTBTOBKVTUJGJDBÎÍPEFTFVTDVTUPTDSFTDFOUFTDBVTBEPTQFMPJODIBÎPFDPNQMFYJEBEFDSJBEBQPSEFDJTÜFTEF$BQ&Y4FTPNPTTÏSJPTTPCSFJOPWBÎÍPOÍPEFWFSJBJNQPSUBSEFPOEF

380 13.5 PARE DE BASEAR DECISÕES DE NEGÓCIO EM RECEITA VERSUS

CUSTO OPERACIONAL

1SPWBWFMNFOUFOÍPFYJTUFVNBÞOJDBSFTQPTUBEFGJOJUJWBTFSÈOFDFTTÈSJPDPOTJEFSBSNVJUBTWBSJÈWFJTRVFTÍPEJGFSFOUFTQBSBDBEBPSHBOJ[BÎÍP&NTFVMJWSP0VUPGUIF$SJTJT&EXBSET%FNJOHQSPQÙTQSJODÓQJPTEFHFTUÍPOFDFTTÈSJPTQBSBRVFBTFNQSFTBTBNFSJDBOBTQVEFTTFNNFMIPSBSBFGFUJWJEBEFEFTFVTOFHØDJPT0QSJODÓQJPEFOÞNFSPEBMJTUBEFDMBSB1BSFDPNBQSÈUJDBEFDPOUSBUBSPOFHØDJPDPNCBTFOPQSFÎP&NWF[EJTTPNJOJNJ[FPDVTUPUPUBM7ÈOBEJSFÎÍPEFVNÞOJDPGPSOFDFEPSQBSBDBEBJUFNFNVNBSFMBÎÍPEFMPOHPQSB[PEFMFBMEBEFFDPOGJBOÎB.BJTEFBOPTNBJTUBSEFWFNPTNVJUBTPSHBOJ[BÎÜFTRVFOÍPDBQUVSBSBNPWFSEBEFJSPTFOUJEPEFTUFQSJODÓQJP'BMIBNPTFNRVBOUJGJDBSPDVTUPUPUBMFUSBUBNPTQSPEVUPTFTFSWJÎPTDPNPDPNNPEJUJFTGVOHÓWFJTRVFQPEFNTFSGBDJMNFOUFQSPEV[JEBTQPSRVBJTRVFSGPSOFDFEPSFT&ORVBOUPQSPDFTTPTEFBRVJTJÎÍPQPEFNSFTVMUBSFNSFMBÎÜFTEFMPOHPQSB[PFTTFTSBSBNFOUFTÍPDPOTUSVÓEPTTPCSFDPMBCPSBÎÍPFDPOGJBOÎB/BIJTUØSJBEB/6..*OPDBQÓUVMPBMHVOTEPTQSPCMFNBTRVFB(.FOGSFOUPVBPBEPUBS514UÐNSFMBÎÍPBPGBUPEFRVFGPSOFDFEPSFTOÍPFTUÍPBDPTUVNBEPTDPNBJEFJBEFUSBCBMIBSDPMBCPSBUJWBNFOUFQBSBNFMIPSBSBRVBMJEBEFFBFTQFDJGJDBÎÍPEFQBSUFTFNSFTQPTUBBPTSFTVMUBEPTFNDBNQP&TUBÏVNBBOBMPHJBEJSFUBBPTQSPCMFNBTRVFFODPOUSBNPTRVBOEPUFSDFJSJ[BNPTPEFTFOWPMWJNFOUPFBPGJNEPDPOUSBUPEFTDPCSJNPTRVFPQSPEVUPFOUSFHVFOÍPTFFODBJYBOPQSPQØTJUP0SFTVMUBEPMÓRVJEPÏRVFBTQPMÓUJDBTPTQSPDFTTPTFQSÈUJDBTEF

"-5&3&4&64130$&4404%&"26*4*±°01"3"("/)"3."*03$0/530-&40#3&"&/53&("%&7"-03

13.6 ALTERE SEUS PROCESSOS DE AQUISIÇÃO PARA GANHAR MAIOR

CONTROLE SOBRE A ENTREGA DE VALOR 383

0HPWFSOPEP3FJOP6OJEPFTQFSBDSJBSTFSWJÎPTNBJTFGJDJFOUFTFSFTQPOTJWPTRVFBUFOEBNËTEFNBOEBTEPQÞCMJDPQPSNFJPEFNFMIPSBDFTTPBTPMVÎÜFTEJHJUBJTJOPWBEPSBTFDPNCPNDVTUPCFOFGÓDJP&MBTFTUÍPFYQBOEJOEPBWBSJFEBEFEFGPSOFDFEPSFTFDSJBOEPNBJTPQPSUVOJEBEFTQBSBBWBMJBSFOFHPDJBSPTDPOUSBUPTRVFQPEFNTFSCBTFBEPTFNUFDOPMPHJBTEFTBUVBMJ[BEBTFDBSBTPVRVFBQFOBTOÍPFTUFKBNFOUSFHBOEPWBMPS0NBOJGFTUPÈHJMEJ[RVFEFWFNPTQSFGFSJSDPMBCPSBÎÍPDPNPDMJFOUFNBJTEPRVFOFHPDJBÎÍPEFDPOUSBUPT/ØTQSFDJTBNPTDPOUJOVBNFOUFUSBCBMIBSDPNOPTTPTGPSOFDFEPSFTQBSBDSJBSSFTVMUBEPTEFBMUBRVBMJEBEF0TNFMIPSFTSFMBDJPOBNFOUPTFSFTVMUBEPTTÍPBMDBOÎBEPTRVBOEPOÍPKPHBNPTPTSFRVJTJUPTQPSDJNBEPNVSPFFOUÍPFTQFSBNPTRVFVNQSPEVUPPVTFSWJÎPBQBSFÎBNBHJDBNFOUFEFQPJTEFBMHVOTNFTFT1SFDJTBNPTFTUBSFOHBKBEPTHFSFODJBSDPOUSBUPTFSFMBDJPOBNFOUPTQSPNPWFSGMFYJCJMJEBEFFQSPDVSBSPQPSUVOJEBEFTEFFYQFSJNFOUBSEJGFSFOUFTGPSOFDFEPSFTQBSBRVFQPTTBNPTBWBMJBSTVBTDPNQFUÐODJBTFTVBTDBQBDJEBEFTEFFOUSFHBSWBMPS0SHBOJ[BÎÜFTRVFDPOUJOVBNFTUSVUVSBOEPEFDJTÜFTEFGJOBODJBNFOUPFNDJDMPTGJOBODFJSPTWÍPFODBSBSTÏSJPTPCTUÈDVMPTQBSBNFMIPSBSTVBTDBQBDJEBEFTEFJOPWBÎÍP1SFDJTBNPTBWBOÎBSQBSBBMÏNEPQBSBEJHNBEPPSÎBNFOUPDFOUSBMJ[BEPFJOUSPEV[JSGMVJEF[OPQSPDFTTPEFQSFWJTÍPGJOBODFJSBQMBOFKBNFOUPFNPOJUPSBNFOUP*TTPÏFTTFODJBMTFOØTRVFSFNPTWFSNBJTEPRVFCFOFGÓDJPTJODSFNFOUBJTEFTFBQMJDBSQSJODÓQJPT-FBO%FWFNPTEFTBTTPDJBSEFDJTÜFTEFJOWFTUJNFOUPEPDJDMPEF

$0/$-64°0

388 13.7 CONCLUSÃO

CAPÍTULO 14

i0QBESÍPEFDFOUSPEFDVTUPQSFFODIFPWÈDVPEBOPTTBJOBCJMJEBEFEFEFGJOJSNPEFMBSFNFEJSPWBMPSRVFBNBJPSQBSUFEPTUSBCBMIBEPSFTDSJBNQBSBBPSHBOJ[BÎÍPw,FO)+VEZ0TEFQBSUBNFOUPTEF5*EBFNQSFTBFOGSFOUBNGPSÎBTQPEFSPTBTFDPOGMJUBOUFT"QSJNFJSBQSJPSJEBEFEFMFTÏNBOUFSFNQÏPTFYJTUFOUFTTJTUFNBTDSÓUJDPTFNSFMBÎÍPBPOFHØDJPDPOGPSNFUBJTTJTUFNBTFOWFMIFDFNFBVNFOUBNFNDPNQMFYJEBEF&YJTUFUBNCÏNVNBQSFTTÍPDSFTDFOUFEFBVNFOUBSBWFMPDJEBEFFNRVFOPWBTGVODJPOBMJEBEFTFQSPEVUPTQPEFNTFSFOUSFHVFT1PSGJNB5*USBEJDJPOBMNFOUFUFNTJEPWJTUBDPNPVNDFOUSPEFDVTUPEFGPSNBRVFFYJTUFVNBQSFTTÍPDPOTUBOUFQPSFGJDJÐODJBPRVFOPSNBMNFOUFTFNBOJGFTUBFNDPSUFTEFDVTUP&TUFTPCKFUJWPTDPOGMJUBOUFTGSFRVFOUFNFOUFMFWBNBVNBFTQJSBMOFHBUJWB3FEV[JSBDPNQMFYJEBEFFTVCTUJUVJSTJTUFNBTMFHBEPTFYJHFJOWFTUJNFOUP$POUVEPJOWFTUJNFOUPTGSFRVFOUFNFOUFWÐNOBGPSNBEFQSPKFUPTNVMUJBOVBJTRVFNVJUBTWF[FTTÍPBCBOEPOBEPT503/&"5*&.6."7"/5"(&.$0.1&5*5*7"

14 TORNE A TI EM UMA VANTAGEM COMPETITIVA 391

PVMBOÎBEPTBJOEBJODPNQMFUPTEFWJEPBDVTUPTDSFTDFOUFTFPVNVEBOÎBTEFQFTTPBMOPOÓWFMFYFDVUJWP&TUBDPNQMFYJEBEFDSFTDFOUFKVOUPDPNBOFDFTTJEBEFEFHBOIPTNBJTQSPGVOEPTEFFGJDJÐODJBSFEV[FBDBQBDJEBEFEB5*EFHFSFODJBSPUSBCBMIPQMBOFKBEPEFGPSNBFGFUJWB0BVNFOUPOBEFNBOEBQPSNVEBOÎBTRVBOEPFNDPOKVOUPDPNVNBNCJFOUFEF5*JOTUÈWFMMFWBËQSPMJGFSBÎÍPEFUSBCBMIPOÍPQMBOFKBEPRVFSFEV[BJOEBNBJTBDBQBDJEBEFEF5*/FTUFDBQÓUVMPWBNPTEJTDVUJSBMHVNBTFTUSBUÏHJBTQBSBBVNFOUBSBSFTQPOTJWJEBEFEB5*QBSBBTOFDFTTJEBEFTEFOFHØDJPFNDPOTUBOUFNVEBOÎBQBSBNFMIPSBSBFTUBCJMJEBEFEPTTFSWJÎPTEF5*FSFEV[JSBDPNQMFYJEBEFEPTOPTTPTTJTUFNBTFJOGSBFTUSVUVSBEF5*.VJUBTEFTUBTFTUSBUÏHJBTWÐNEPNPWJNFOUP%FW0QTRVFUFNDPNPPCKFUJWPQFSNJUJSRVFUSBCBMIFNPTDPNTFHVSBOÎBFNFTDBMBFNVNBNCJFOUFEFBMUBWFMPDJEBEFFBMUBTDPOTFRVÐODJBT"5*IJTUPSJDBNFOUFUFNTJEPWJTUBDPNPVNDFOUSPEFDVTUPFVNBDBQBDJUBEPSBEFOFDFTTJEBEFTEFOFHØDJPOÍPVNBDSJBEPSBEFWBOUBHFNDPNQFUJUJWB1PSNVJUPTBOPTBPSUPEPYJBGPJFTTBDPNP/JDIPMBT$BSSJOGBNFNFOUFDPMPDPV"5*OÍPUFNJNQPSUÉODJBWFKBNBJTFNIUUQXXXOJDIPMBTDBSSDPN QBHF@JE.FTNPFOUSFPTQSBUJDBOUFTEP-FBOB5*ÏBMHVNBTWF[FTWJTUBDPNPBQFOBTVNEFQBSUBNFOUP*TUPDSJPVPRVF.BSUZ$BHBOBVUPSEF*OTQJSFE)PXUP$SFBUF1SPEVDUT$VTUPNFST-PWFDIBNBEFNFOUBMJEBEFEF5*OBRVBMB5*ÏTJNQMFTNFOUFVNBQSPWFEPSBEFTFSWJÎPTQBSBPOFHØDJPGJHVSBBTFHVJS

3&1&/4"/%0".&/5"-*%"%&%"5*

392 14.1 REPENSANDO A MENTALIDADE DA TI

'JHVSB0RVFPTMÓEFSFTEFOFHØDJPQFOTBNTPCSFBSFMBÎÍPOFHØDJP5*

&TUFQSPCMFNBÏFYBDFSCBEPQFMPUÓQJDPNPEFMPQSPKFUJ[BEPQFMPRVBMPTQSPKFUPTEF5*TÍPGJOBODJBEPTFHFSFODJBEPT0USBCBMIPDSJBEPOPTQSPKFUPTEF5*ÏUJQJDBNFOUFFOUSFHVFPVKPHBEPQBSBPQFSBÎÍPEF5*FYFDVUBSBTTJNBTQFTTPBTHFSFODJBOEPPTQSPKFUPTUÐNQPVDPJODFOUJWPQBSBQFOTBSTPCSFBTDPOTFRVÐODJBTEFMPOHPQSB[PEFTVBTEFDJTÜFTEFEFTJHOFHSBOEFTJODFOUJWPTQBSBMBOÎBSPNÈYJNPQPTTÓWFMEFGVODJPOBMJEBEFTFNVNUFNQPFYUSFNBNFOUFBQFSUBEPFNHFSBM*TUPSFTVMUBFNTPGUXBSFEJGÓDJMEFPQFSBSNVEBSMBOÎBSNBOUFSFNPOJUPSBSUVEPJTTPBEJDJPOBDPNQMFYJEBEFBPTBNCJFOUFTPQFSBDJPOBJTPRVFQPSTVBWF[UPSOBNBJTEJGÓDJMFOUSFHBSPTQSØYJNPTQSPKFUPT#055$)&3$PNP$IBSMFT#FU[QBVUPSEF"SDIJUFDUVSFBOE1BUUFSOTGPS*54FSWJDF.BOBHFNFOU3FTPVSDF1MBOOJOHBOE(PWFSOBODFEJ[%FWJEPBPGBUPEFTFSBÈSFBNFMIPSDPNQSFFOEJEBEFBUJWJEBEFEB5*BGBTFEFQSPKFUPTÏGSFRVFOUFNFOUFPUJNJ[BEBFNEFUSJNFOUPEBTPVUSBTÈSFBTEFQSPDFTTPFQPSUBOUPËTDVTUBTEBDBEFJBEFWBMPSDPNPVNUPEP0EFTBGJPEBHFTUÍPEFQSPKFUPTEF5*ÏRVFPT

14.1 REPENSANDO A MENTALIDADE DA TI 393

PCKFUJWPTNBJTBNQMPTEBDBEFJBEFWBMPSFTUÍPGSFRVFOUFNFOUFhGPSBEFFTDPQPhQBSBVNQSPKFUPFNQBSUJDVMBSFPTQSPKFUPTOÍPTÍPSFTQPOTBCJMJ[BEPTQPSTVBTDPOUSJCVJÎÜFTQBSBBFOUSPQJBHFSBMEPTJTUFNB0QFSBÎÜFTVNEFQBSUBNFOUPEFOUSPEPEFQBSUBNFOUPEF5*FUBMWF[WJTUPDPNPVNWFSEBEFJSPDFOUSPEFDVTUPTWJWFODJBBTDPOTFRVÐODJBTEFTUBTEFDJTÜFTEJBSJBNFOUF&NQBSUJDVMBSPTTJTUFNBTJOUFHSBEPTRVFFMFTEFWFNNBOUFSFNFYFDVÎÍPTÍPJODSJWFMNFOUFDPNQMFYPTFJOUSJODBEPTDPOTUSVÓEPTEVSBOUFBOPTFNVJUBTWF[FTGSÈHFJTFOUÍP0QFSBÎÜFTFWJUBNVEÈMPT%BEPRVFBFTUBCJMJEBEFÏBQSJPSJEBEFOÞNFSPVN0QFSBÎÜFTEFTFOWPMWFVBSFQVUBÎÍPEFEFQBSUBNFOUPRVFEJ[OÍPVNBSFTQPTUBDPNQMFUBNFOUFSBDJPOBMBPQSPCMFNBFNNÍPT0EFQBSUBNFOUPEF0QFSBÎÜFTUFNEPJTNFDBOJTNPTQSJNÈSJPTVTBEPTQBSBEFUFSBDPSSFOUF[BPQSPDFTTPEFHFTUÍPEFNVEBOÎBTFBQBESPOJ[BÎÍP0QSPDFTTPEFHFTUÍPEFNVEBOÎBTÏVUJMJ[BEPQBSBNJUJHBSPTSJTDPTEFNVEBOÎBTOPTBNCJFOUFTEFQSPEVÎÍPFUBNCÏNBUFOEFSBSFRVJTJUPTSFHVMBUØSJPT*TUPHFSBMNFOUFFYJHFRVFDBEBNVEBOÎBFNQSPEVÎÍPTFKBSFWJTBEBQPSVNBFRVJQFDPOIFDJEBDPNP$PNJUÐ$POTVMUJWPEF.VEBOÎBPVNBJTQPQVMBSNFOUFFNJOHMÐT$IBOHF"EWJTPSZ#PBSEOPTUFSNPTEBUFSNJOPMPHJB*5*-BOUFTEFTFSMBOÎBEP"QBESPOJ[BÎÍPÏVTBEBQBSBHFSFODJBSBIFUFSPHFOFJEBEFEPTBNCJFOUFTEFQSPEVÎÍPSFEV[JSPTDVTUPTFQSFWFOJSGBMIBTEFTFHVSBOÎBUBNCÏNFYJHFRVFUPEPTPTTPGUXBSFTVUJMJ[BEPTFNQSPEVÎÍPFGSFRVFOUFNFOUFFNBNCJFOUFTEFEFTFOWPMWJNFOUPUBNCÏNTFKBNBQSPWBEPTQBSBPVTP0SFTVMUBEPEFTUFTQSPDFTTPTÏRVFBUBYBEFNVEBOÎBTEJNJOVJFOPSNFNFOUFOPTBNCJFOUFTEFQSPEVÎÍPFBTFRVJQFTOÍPDPOTFHVFNVUJMJ[BSBTGFSSBNFOUBTEFQSFGFSÐODJB&NDFSUBTDJSDVOTUÉODJBTJTUPQPEFTFSVNBUSPDBBDFJUÈWFMTFFTUBTMJNJUBÎÜFT

394 14.1 REPENSANDO A MENTALIDADE DA TI

DPOTFRVÐODJBTEFTVBTBÎÜFTFNFTQFDJBMPTSFTVMUBEPTQBSBPDMJFOUF&YJTUFVNBSFDFJUBTJNQMFTNBTEFHSBOEFBMDBODFQBSBQFSNJUJSFTUFDPNQPSUBNFOUP7PDÐDPOTUSØJWPDÐPQFSB"TFRVJQFTRVFDPOTUSPFNOPWPTQSPEVUPTFTFSWJÎPTEFWFNBTTVNJSBSFTQPOTBCJMJEBEFQFMBPQFSBÎÍPFTVQPSUFEFTUFTTFSWJÎPTQFMPNFOPTBUÏRVFFMFTFTUFKBNFTUÈWFJTFPQFTPEBPQFSBÎÍPFTVQPSUFUFOIBNTFUPSOBEPQSFWJTÓWFJT"PGB[FSJTUPUBNCÏNHBSBOUJNPTRVFÏGÈDJMNFEJSPDVTUPEFPQFSBSPTFSWJÎPFPWBMPSRVFFMFFOUSFHB5PSOFB5*DFOUSBMFNVNBPSHBOJ[BÎÍPEFEFTFOWPMWJNFOUPEFQSPEVUP0DJDMPEFWJEBEPQSPEVUPFBTFTUSBUÏHJBTEFTDSJUBTOFTUFMJWSPEFWFSJBNTFSVTBEPTQBSBFOUSFHBSQSPEVUPTFTFSWJÎPTJOUFSOPTBTTJNDPNPQBSBPDMJFOUFFYUFSOP*OWJTUBFNSFEV[JSBDPNQMFYJEBEFEPTTJTUFNBTFYJTUFOUFT6UJMJ[FBDBQBDJEBEFSFDVQFSBEBOPQBTTPQBSBJOWFTUJSFNUSBCBMIPTEFNFMIPSJBEPEJBBEJBDPNPPCKFUJWPEFSFEV[JSPDVTUPFPSJTDPEFGB[FSNVEBOÎBTFNTFSWJÎPTFYJTUFOUFT1BSBSFEV[JSPQFTPTPCSF0QFSBÎÜFTÏFTTFODJBMRVFBTFRVJQFTQBTTFNBTVQPSUBSPTOPWPTQSPEVUPTTFSWJÎPTFGVODJPOBMJEBEFTRVFDPOTUSPFN1BSBJTUPQSFDJTBNPTEBSBFMBTUBOUPBVUPOPNJBQBSBMBOÎBSFPQFSBSOPWPTQSPEVUPTFGVODJPOBMJEBEFTRVBOUPBSFTQPOTBCJMJEBEFEFEBSTVQPSUFBFTUFT/P(PPHMFBTFRVJQFTUSBCBMIBOEPFNVNOPWPQSPEVUPEFWFNQBTTBSQPSVNBSFWJTÍPEFQSPOUJEÍPQBSBQSPEVÎÍPBOUFTRVFRVBMRVFSTFSWJÎPQPTTBTFSDPMPDBEPOPBS"FRVJQFEFQSPEVUPÏ

-*#&3%"%&&3&410/4"#*-*%"%&

14.2 LIBERDADE E RESPONSABILIDADE 397

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400 14.2 LIBERDADE E RESPONSABILIDADE

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14.3 CRIANDO E EVOLUINDO PLATAFORMAS 401

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402 14.3 CRIANDO E EVOLUINDO PLATAFORMAS

MFWBEJBTPVTFNBOBTQBSBTFSFNQSPWJTJPOBEPT2VBMRVFSQSPKFUPEFJNQMFNFOUBÎÍPEFOVWFNRVFOÍPSFTVMUFOPTFOHFOIFJSPTTFOEPDBQB[FTEFDSJBSBNCJFOUFPVGB[FSMBOÎBNFOUPTJOTUBOUBOFBNFOUFTPCEFNBOEBVUJMJ[BOEPVNB"1*EFWFTFSDPOTJEFSBEPVNGSBDBTTP0ÞOJDPDSJUÏSJPQBSBPTVDFTTPEFVNBSFEFQSJWBEBEFWFSJBTFSVNBVNFOUPTVCTUBODJBMEPEFTFNQFOIPHFSBMEB5*DPNCBTFFNNÏUSJDBTDPNPWB[ÍPFFTUBCJMJEBEFBQSFTFOUBEBTBDJNBUFNQPEFBQMJDBÎÍPEFNVEBOÎBGSFRVÐODJBEFMBOÎBNFOUPUFNQPQBSBSFTUBVSBSVNTFSWJÎPFUBYBEFGBMIBTEFNVEBOÎB*TUPFNDPOUSBQBSUJEBSFTVMUBFNNBJPSRVBMJEBEFFDVTUPTNFOPSFTBTTJNDPNPMJCFSBDBQJUBMQBSBJOWFTUJSOPEFTFOWPMWJNFOUPEFOPWPTQSPEVUPTFOBNFMIPSEPTTFSWJÎPTFJOGSBFTUSVUVSBFYJTUFOUFT"BMUFSOBUJWBQBSBPVTPEFVNGPSOFDFEPSFYUFSOPÏEFTFOWPMWFSJOUFSOBNFOUFTVBQSØQSJBQMBUBGPSNBEFFOUSFHBEFTFSWJÎP6NBQMBUBGPSNBEFFOUSFHBEFTFSWJÎP4%14FSWJDF%FMJWFSZ1MBUBGPSNMIFQFSNJUFBVUPNBUJ[BSUPEBTBTBUJWJEBEFTSPUJOFJSBTBTTPDJBEBTDPNBDPOTUSVÎÍPUFTUFFMBOÎBNFOUPEFTFSWJÎPTJODMVJOEPPQSPWJTJPOBNFOUPFBHFTUÍPEJÈSJBEPTTFSWJÎPTEFJOGSBFTUSVUVSB5BNCÏNÏBGVOEBÎÍPOBRVBMPTQJQFMJOFTEFJNQMBOUBÎÍPQBSBBDPOTUSVÎÍPUFTUFTFMBOÎBNFOUPJOEJWJEVBMEFTFSWJÎPT5IF1SBDUJDFPG$MPVE4ZTUFN"ENJOJTUSBUJPO%FTJHOJOHBOE0QFSBUJOH-BSHF%JTUSJCVUFE4ZTUFNTÏVNFYDFMFOUFHVJBQBSBQSPKFUBSFFYFDVUBSVNBQMBUBGPSNBEFFOUSFHBEFTFSWJÎP-*.0/$&--*$)"-61)0("/$POUVEPFNQSFTBTRVFUJWFSBNTVDFTTPOBDSJBÎÍPEFTVBQSØQSJB4%1QFMPTDSJUÏSJPTBOUFSJPSFTUJQJDBNFOUFOÍPPGF[QFMPDBNJOIPUSBEJDJPOBMEF5*EFDPNQSBSJOUFHSBSFPQFSBSQBDPUFTDPNFSDJBJT

14.3 CRIANDO E EVOLUINDO PLATAFORMAS 403

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404 14.3 CRIANDO E EVOLUINDO PLATAFORMAS

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14.3 CRIANDO E EVOLUINDO PLATAFORMAS 405

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406 14.3 CRIANDO E EVOLUINDO PLATAFORMAS

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(&3&/$*"/%04*45&."4&9*45&/5&4

14.4 GERENCIANDO SISTEMAS EXISTENTES 407

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408 14.4 GERENCIANDO SISTEMAS EXISTENTES

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14.4 GERENCIANDO SISTEMAS EXISTENTES 409

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'JHVSB4JNVMBOEPTJTUFNBTSFNPUPTQBSBQSPQØTJUPTEFUFTUFTDPSUFTJBEF.BSUJO'PXMFSC

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410 14.4 GERENCIANDO SISTEMAS EXISTENTES

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'JHVSB.BQBEFDBEFJBEFWBMPSDPSUFTJBEF4JNPO8BSEMFZ

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14.4 GERENCIANDO SISTEMAS EXISTENTES 411

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14.4 GERENCIANDO SISTEMAS EXISTENTES 413

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414 14.4 GERENCIANDO SISTEMAS EXISTENTES

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14.4 GERENCIANDO SISTEMAS EXISTENTES 415

DMJFOUFT5BOUPOBTQSÈUJDBTUFDOPMØHJDBTFEFOFHØDJPB4VODPSQBVNFOUPVPQBTTPEBTJNQMJGJDBÎÍPDPNBNBJPSJBEBTNBSDBTBHPSBVTBOEPJOGSBFTUSVUVSBTFSWJÎPTFQSPDFTTPTDPNVOT0SFMBUØSJPBOVBMEFEB4VODPSQBQPOUBRVFBTJNQMJGJDBÎÍPQFSNJUJVBP(SVQPPQFSBSVNBCBTFEFDVTUPTNBJTWBSJÈWFMDPNBIBCJMJEBEFEFFTDBMBSSFDVSTPTFTFSWJÎPTEFBDPSEPDPNBTEFNBOEBTEPNFSDBEPFEPOFHØDJP&TQFSBTFRVFBBUJWJEBEFEFTJNQMJGJDBÎÍPSFTVMUFOBFDPOPNJBEFNJMIÜFTFNFNJMIÜFTFNIUUQCJUMZW0$4FRVFSFNPTDPNQFUJSFNVNNVOEPDPNDJDMPTEFQSPEVUPDBEBWF[NBJTDVSUPTB5*DFOUSBMQSFDJTBTFSVNBQBSDFJSBDPNBDPOGJBOÎBEBTVOJEBEFTEFOFHØDJPOÍPVNDFOUSPEFDVTUPTUJSBEPSEFQFEJEPT&NDPOUSBQBSUJEBB5*QSFDJTBBUJOHJSOÓWFJTNBJTBMUPTEFWB[ÍPBPNFTNPUFNQPFNRVFNFMIPSBBFTUBCJMJEBEFFRVBMJEBEFBMÏNEFSFEV[JSDVTUPT"DPNQMFYJEBEFEPTBNCJFOUFTFNQSFTBSJBJTFYJTUFOUFTDPNCJOBEBDPNBRVBOUJEBEFEFUSBCBMIPQMBOFKBEPFOÍPQMBOFKBEPRVFEFWFTFSGFJUPQBSBNBOUÐMBTSPEBOEPTÍPBTQSJODJQBJTCBSSFJSBTQBSBBUJOHJSUBJTSFTVMUBEPT/ØTQPEFNPTTPNFOUFDPNFÎBSBFOEFSFÎBSFTTFTQSPCMFNBTRVBOEPDPOTJEFSBSNPTPTFGFJUPTEPOPWPUSBCBMIPOBTPQFSBÎÜFTEF5*FUSBUÈMPTDPNPQBSUFJOUFHSBOUFEPDJDMPEFWJEBEPEFTFOWPMWJNFOUPEFQSPEVUP1BSBHFSFODJBSBDPNQMFYJEBEFBEJDJPOBMJOUSPEV[JEBQPSOPWPTQSPEVUPTTFSWJÎPTFGFBUVSFTQSFDJTBNPTDPNFÎBSNPWFOEPOPTEFVNNPEFMPCBTFBEPFNQSPKFUPQBSBVNDFOUSBEPFNQSPEVUPTDPNPEFTDSJUPOPDBQÓUVMP

$0/$-64°0

416 14.5 CONCLUSÃO

CAPÍTULO 15

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15 FIQUE ONDE ESTÁ 419

EPDBNJOIP"NBJPSCBSSFJSBQBSBPTVDFTTPBPNVEBSPTFVNPEPEFUSBCBMIBSÏBDPOWJDÎÍPEFRVFTVBPSHBOJ[BÎÍPÏNVJUPHSBOEFPVCVSPDSÈUJDBQBSBNVEBSPVRVFTFVDPOUFYUPPJNQFEFEFBEPUBSBTQSÈUJDBTRVFEJTDVUJNPT4FNQSFTFMFNCSFEFRVFDBEBQFTTPBUJNFFOFHØDJPRVFDPNFÎBSBNTVBKPSOBEBOÍPFTUBWBNDFSUPTEFRVBJTDBNJOIPTTFHVJSFDPNPUFSNJOBSJBN"ÞOJDBWFSEBEFBDFJUBGPJBRVFTFOÍPUPNBTTFNOFOIVNBBUJUVEFVNGJOBMNBJTDFSUPFOFHBUJWPFTUBWBQPSWJS5PEBNVEBOÎBÏBSSJTDBEBFTQFDJBMNFOUFBNVEBOÎBPSHBOJ[BDJPOBMRVFJOFSFOUFNFOUFFOWPMWFNVEBOÎBDVMUVSBMBNBJTEJGÓDJMEFUPEBTKÈRVFWPDÐFTUÈMJEBOEPDPNBTGPSÎBTRVFEÍPBJEFOUJEBEFËPSHBOJ[BÎÍP"JOEBGJDBNPTBUÙOJUPTRVBOEPMÓEFSFTQMBOFKBNQSPHSBNBTEFiNVEBOÎBPSHBOJ[BDJPOBMwRVFFTQFSBNUFSNJOBSFNNFTFT5BJTQSPHSBNBTGBMIBNFNSFDPOIFDFSRVFUSBOTGPSNBSJOPWBÎÍPPVNVEBOÎBFNVNGBUPFNWF[EFFNVNBQBSUFEFTFVUSBCBMIPEJÈSJPQPEFOVODBQSPEV[JSSFTVMUBEPTTJHOJGJDBOUFTPVEVSBEPVSPT1FSJPEJDBNFOUFGJOBODJBSVNQSPHSBNBEFNVEBOÎBFNSFTQPTUBBRVFTUÜFTBUVBJTNVEBOÎBTEFMJEFSBOÎBPVUFOEÐODJBTEFNFSDBEPTFNJODVUJSVNBDVMUVSBEFFYQFSJNFOUBÎÍPBQFOBTSFTVMUBSÈVNBNVEBOÎBJODSFNFOUBMEFDVSUPQSB[PTFBMDBOÎBSGJHVSBBTFHVJS0SHBOJ[BÎÜFTSBQJEBNFOUFWPMUBSÍPBPTFVFTUBEPBOUFSJPS&NWF[EJTTPEFWFNPTDSJBSVNBDVMUVSBEFNFMIPSJBDPOUÓOVBQPSNFJPEBQSÈUJDBEFMJCFSBEBFDPOTUBOUFEFUPEPTOBPSHBOJ[BÎÍP

13*/$¶1*04%".6%"/±"03("/*;"$*0/"-

420 15.1 PRINCÍPIOS DA MUDANÇA ORGANIZACIONAL

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15.1 PRINCÍPIOS DA MUDANÇA ORGANIZACIONAL 421

QPTTBNPTNFEJSOPTTPQSPHSFTTPFNEJSFÎÍPBPPCKFUJWP"BCPSEBHFNUSBEJDJPOBMEFCBMBODFETDPSFDBSEQBSB,1*TUFNRVBUSPQFSTQFDUJWBTQBESÍPGJOBODFJSBEFNFSDBEPEFPQFSBÎÜFTFQFTTPBTFPSHBOJ[BÎÍP"4UBUPJMVTPVBBCPSEBHFNEFCBMBODFETDPSFDBSEFNTVBFTUSVUVSB"NCJUJPOUP"DUJPODBQÓUVMPFBEJDJPOPVTBÞEFTFHVSBOÎBFBNCJFOUF0NPWJNFOUPFOYVUPOPTFOTJOBBGPDBSFNSFEV[JSDVTUPFBVNFOUBSRVBMJEBEFFOUSFHBNPSBMFTFHVSBOÎBFTTBTDJODPiNÏUSJDBTFOYVUBTwTÍPËTWF[FTBCSFWJBEBTDPNP2$%.4EF2VBMJUZ$PTU%FMJWFSZ.PSBMF4BGFUZFNJOHMÐT#KBSUF#PHTOFTWJDFQSFTJEFOUFEFEFTFOWPMWJNFOUPEFHFTUÍPEFQFSGPSNBODFOB4UBUPJMSFDPNFOEBFTDPMIFSEFB,1*TFEFTJHOBSNFUBTSFMBUJWBTRVFDPOFDUFNJOQVUTDPNSFTVMUBEPTQPSFYFNQMPDVTUPVOJUÈSJPFNWF[EFDVTUPBCTPMVUPFTÍPCBTFBEPTFNVNBDPNQBSBÎÍPDPNVNQBUBNBSQPSFYFNQMPiSFUPSOPEFDBQJUBMJOWFTUJEPNBJPSEPRVFOPTTPDPODPSSFOUFQSJODJQBMw#0(4/&4Q"TNFUBTBMWPFNOÓWFMFTUSBUÏHJDPGPSNBNBEJSFÎÍPQBSBPQSØYJNPOÓWFMPSHBOJ[BDJPOBMRVFFOUÍPQBTTBQFMPTFVQSØQSJPQSPDFTTPEF.FMIPSJB,BUB"TNFUBTBMWPOFTUFOÓWFMFOUÍPGPSNBNBEJSFÎÍPQBSBPQSØYJNPOÓWFMPSHBOJ[BDJPOBMBCBJYPDPNPNPTUSBEPOBGJHVSBNBJTBEJBOUF&TTFQSPDFTTPRVFOPTQFSNJUFEFGJOJSBMWPTFHFSFODJBSSFDVSTPTFQFSGPSNBODFDSJBOEPVNBMJOIBNFOUPFOUSFPTOÓWFJTEBPSHBOJ[BÎÍPÏDIBNBEPEFJNQMBOUBÎÍPEFFTUSBUÏHJBUBNCÏNDPOIFDJEPDPNP)PTIJOPV)PTIJO,BOSJ"NCJÎÍPQBSB"ÎÍPÏVNBWBSJBÎÍPEBJNQMBOUBÎÍPEFFTUSBUÏHJB

15.1 PRINCÍPIOS DA MUDANÇA ORGANIZACIONAL 425

1BSBVNBEFTDSJÎÍPEFUBMIBEBEB"NCJÎÍPQBSB"ÎÍPWFKB#PHTOFTQ0QSPDFTTPEFDSJBSBMJOIBNFOUPFDPOTFOTPFOUSFPTOÓWFJTÏDSÓUJDP&NJNQMBOUBÎÍPEFFTUSBUÏHJBFTTFQSPDFTTPÏEFTDSJUPDPNPDBUDICBMMVNBQBMBWSBFTDPMIJEBQBSBFWPDBSVNFYFSDÓDJPDPMBCPSBUJWP"TDPOEJÎÜFTBMWPEFVNOÓWFMOÍPEFWFNTFSUSBOTDSJUBTEJSFUBNFOUFQBSBPTUJNFTUSBCBMIBOEPFNVNOÓWFMBCBJYPBDBUDICBMMUSBUBTFNBJTEFVNBUSBEVÎÍPEFFTUSBUÏHJBDPNiDBEBDBNBEBJOUFSQSFUBOEPFUSBEV[JOEPRVBJTPCKFUJWPTEPOÓWFMBDJNBRVFSFNQBSBTJw#0(4/&4Q%FWFNPTFTQFSBSRVFPGFFECBDLEPTUJNFTGBSÈDPNRVFPQMBOPEPOÓWFMNBJTBMUPTFKBBUVBMJ[BEP/ÍPTVCWFSUBP)PTIJOBPVTÈMPTJNQMFTNFOUFQBSBDBTDBUFBSNFUBTQFMBPSHBOJ[BÎÍPBDIBWFQBSBP)PTIJOÏRVFFMFÏVNNFDBOJTNPQBSBDSJBSBMJOIBNFOUPCBTFBEPFNDPMBCPSBÎÍPFMPPQTEFGFFECBDLFNNÞMUJQMPTOÓWFJT0TIPSJ[POUFTUFNQPSBJTQBSBDBEBOÓWFMEFWFNTFSDMBSBNFOUFEFGJOJEPTFSFVOJÜFTSFHVMBSFTEFSFWJFXEFWFNTFSBHFOEBEBTDPNNFUBTBMWPBUVBMJ[BEBTCBTFBEBTOPQSPHSFTTPEPTUJNFTEPOÓWFMTFHVJOUF1BSBTFSWFSEBEFJSBNFOUFFGFUJWPFTTBDPOWFSTBEFWFTFSUBNCÏNNVMUJGVODJPOBMQSPNPWFOEPBDPPQFSBÎÍPBPMPOHPEPTGMVYPTEFWBMPSEFOUSPFFOUSFBTVOJEBEFTEFOFHØDJP/ÍPÏGÈDJMQPJTSFRVFSRVFBTJEFJBTFQSFPDVQBÎÜFTEBTQFTTPBTSFTQPOTÈWFJTQFMPTSFTVMUBEPTTFKBNPVWJEBTIPOFTUBNFOUFFSFTQPOEJEBTBKVTUBOEPTFPTQMBOPTEFBDPSEPDPNPGFFECBDL

426 15.1 PRINCÍPIOS DA MUDANÇA ORGANIZACIONAL

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15.1 PRINCÍPIOS DA MUDANÇA ORGANIZACIONAL 427

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428 15.2 O SERVIÇO DIGITAL DO GOVERNO DO REINO UNIDO

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15.2 O SERVIÇO DIGITAL DO GOVERNO DO REINO UNIDO 429

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15.4 CONCLUSÃO 439

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440 15.4 CONCLUSÃO

CAPÍTULO 16

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16 REFERÊNCIAS BIBLIOGRÁFICAS 441

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LEAN ENTERPRISE: Como empresas de alta performance inovam em escala PDF Free Download

LEAN ENTERPRISE: Como empresas de alta performance inovam em escala PDF free Download. Think more deeply and widely.

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