Application of Lean tools and concepts in service processes: case study in a pet store

Although the Lean philosophy is a well-known subject in the industrial environment, it is little explored and consolidated in the service sector, as it has characteristics that differentiate it from manufacturing. In this context, the purpose of this article is to apply Lean tools in a service sector company, more specifically in a pet store. To do so, the following tools were selected within the Lean philosophy: Kaizen, 5S and Kanban. As a result, Kaizen was used as a tool for implementation of improvements, while the 5S and Kanban helped in the organization of the workstation, inventory control and agility in the input and output of materials. Overall, it was possible to verify that the application of Lean tools and concepts can contribute significantly to the optimization of service processes.