Utilização do lean office (escritório enxuto) em ambiente público-administrativo
This paper focuses on the application of lean methodology, in a public-administrative work environment, using the techniques of lean office management system. The quality management process is one of the specific areas to produce or provide a product / service minister to the needs of consumers, tha...
| Autor principal: | Oliveiira, Evylasio Grazzia de |
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| Formato: | Trabalho de Conclusão de Curso (Especialização) |
| Idioma: | Português |
| Publicado em: |
Universidade Tecnológica Federal do Paraná
2020
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| Assuntos: | |
| Acesso em linha: |
http://repositorio.utfpr.edu.br/jspui/handle/1/21618 |
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| Resumo: |
This paper focuses on the application of lean methodology, in a public-administrative work environment, using the techniques of lean office management system. The quality management process is one of the specific areas to produce or provide a product / service minister to the needs of consumers, that is, to bring real customer satisfaction. The company approaches the customer by different contexts, such as call center, better logistics and information about the quality of the product / service. Standard technology Lean (Six Sigma) aims to assess the cost of quality and reduce errors in the improvement process seeking to present the product / service of a more transparent to the customer / consumer. This monograph is to the problematic application of lean methodology, in a public-administrative work environment, using the techniques of management system Lean office. The work was carried out in three stages, starting with the methodology of Value Stream Mapping (VSM), used to describe the stages of the process under study and identify potential opportunities for improvement. Next, using the foundations of the Kaizen methodology, we developed an action plan that guided the implementation of new operational routines. In the third stage, finally, the MFV was revised to reflect the improvements considered and shape the future state of the process. Used in an integrated manner, these methodologies guided the development of new operational procedures that made it possible to reduce by 22% (equivalent to approximately three working days) the processing time of applications. However, today the technology has changed the way services are designed, developed and delivered. The technology not only eliminated back-end processes, as has become prominent in the customer-supplier interfaces, in self-service and information about products and services. Since the IT industry many companies are applying the Lean concepts mainly in the virtual environment that you can now buy, sell, exchange request of a product / service by informing the world wide web. Anyway, during the work will be presented the concept of applying Lean Office tools in public administration such as 5S, Kaizen, Six Sigma, Value Stream Mapping, Lean Office and waste disposal (CHANGE). |
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