Lean Office – escritório enxuto: um estudo de caso em uma empresa alemã

Abstract

The application of lean principles in the administrative environment is called Lean Office (TURATI, 2007; TAPPING; SHUKER, 2010). Lean Office is the proof that the Lean approach is successfully applied in other environments beyond manufacturing, being configured in this way as an adaptive evolution of Lean Production (ROOS; PALADINI, 2013). However, unlike Lean Manufacturing, Lean Office is a management model focused on informational bias processes because the value stream is not tied to materials, but to knowledge and information (HERKOMMER; HERKOMMER, 2006), making it difficult to view the errors and wastes present in the value flows, requiring adaptation of some Lean Manufacturing tools. The goal of this study is to identify improvement opportunities in the workflow of a german company providing IT services from the point of view of Lean Office. This research presents the following methodological aspects: qualitative, descriptive research, case study and literature research. Through a methodology proposed by Tapping e Shuker (2010) it was possible to analyze the current map of value flow targeted in this study, identify wastes and activities that do not add value from the customer point of view and build, from the analysis of the current map, a future map leaner incorporating the proposals of the author. The results obtained with the application of Lean Office were: reduction of the number of steps from 5 to 2, reduction of total lead time from 2.080 minutes for about 510 minutes, in other words, a reduction of 75,48%, besides increasing the value-added rate from 28,85% to 76,47%. Finally, it is concluded that the concepts of Lean Office contribute to the achievement of organizational excellence in the studied organization.