Implementação do sistema Toyota sob a ótica da gestão de mudanças : uma pesquisa-ação aplicada ao Hospital Veterinário de Uberaba

Abstract

The Toyota Production System has shown satisfactory results in different organizational realities. In the service sector related to the health area there is a lack of scientific studies capable of measuring its ability to affects the results of an organization. Thus, the purpose of this study is to analyze the implementation of the principles of the Toyota Production System in a company of the animal health care services, from the perspective of change management in a veterinary hospital. The research was qualitative and descriptive. The research strategy used was action research. The research techniques used for data collection were participant observation, documental analysis, unstructured interviews and semi-structured interviews. For data analysis it were used content analysis, descriptive statistics and triangulation. It was noted that all principles of the Toyota Production System were capable of application and able to generate changes in all analyzed perspectives: strategic, structural, technological, human, cultural and political; but not with the same intensity as the structural, technological and human perspectives that had shown more favorable results. It was also possible to analyze the resistance to changes and the adoption of countermeasures in order to neutralize them. Finally, we conclude that, in the organization studied, the principles of the Toyota Production System were able to generate short-term operational changes, but cultural, strategic and political changes demand more efforts and time to have proven its validity.