Integrated model of the theory of constraints and OSE to enhance operational efficiency in hospital technical assistance services

Authors

DOI:

https://doi.org/10.14488/1676-1901.v26i2.5759

Keywords:

Five Focusing Steps, Drum-Buffer-Rope, Theory of Constraints, TOC, Overall Service Effectiveness

Abstract

The objective of this study is to apply an integrated approach based on the Theory of Constraints (TOC), using the Drum-Buffer-Rope (DBR) logic combined with the Overall Service Effectiveness (OSE) metric, to optimize the management of service order flow in a hospital technical assistance company. The proposed system includes the use of Business Intelligence (BI) dashboards and the implementation of a conditional rope logic driven by the technicians’ accumulated workload. The buffer was sized in effective working hours and categorized into control ranges, enabling automated decisions regarding the release of new service orders. The OSE metric was adopted to measure the effects of the intervention. The results showed a significant increase in operational efficiency, with OSE rising from 58.9% to 85.4%. The proposed model demonstrates high replicability potential in services with well-defined operational bottlenecks, reinforcing the feasibility of applying TOC in service environments.

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Author Biography

Luiz Felipe Bier da Silveira, Universidade Federal do Rio Grande do Sul (UFRGS), Porto Alegre, RS, Brasil.

Engenheiro de Produção pela Universidade Federal do Rio Grande do Sul (UFRGS). Mestrando em Engenharia de Produção (Mestrado Profissional) pela Universidade Federal do Rio Grande do Sul. Possui mais de dez anos de experiência na área de melhoria de processos, gestão operacional e resolução de problemas de gestão. Atua na MA Hospitalar, conduzindo mapeamentos de processos, diagnósticos operacionais, análise de fluxo, identificação de pontos de falha e implementação de metodologias de melhoria contínua. Tem experiência consolidada com Service Blueprint, FMEA, TRIZ, Teoria das Restrições, OEE, OSE e PDCA. Trabalha também com desenvolvimento de soluções analíticas e dashboards para suporte à tomada de decisão e otimização de fluxos de ordens de serviço. Suas áreas de interesse incluem gestão de operações em serviços, restrições e capacidade, produtividade, engenharia de processos e sistemas de apoio à decisão.

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Published

2026-04-30

How to Cite

Silveira, L. F. B. da. (2026). Integrated model of the theory of constraints and OSE to enhance operational efficiency in hospital technical assistance services. Revista Produção Online, 26(2), 5759 . https://doi.org/10.14488/1676-1901.v26i2.5759

Issue

Vol. 26 No. 2 (2026): (Edição Especial) Trabalhos aprovados no 45º Encontro Nacional de Engenharia de Produção (ENEGEP)

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Papers

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