LEAN OFFICE AND ITS APPLICABILITY IN THE PUBLIC SECTOR TO REDUCE LEAD TIME

Abstract

Public services are those that are directly related to the needs of the population and fall under this category of activities such as weeding, sweeping, cleaning public land, removing unused furniture and appliances, and collecting waste, among others. To better serve them, the public administration management model prioritizes efficiency, agility, transparency, optimization of resources and focuses on results, criteria that are not always met in practice and rarely observed by the citizen. Such criteria converge with the objectives of the Lean Office, a methodology that aims to analyze administrative environments in order to identify and reduce waste such as movements, waiting, processing and materials, producing more with less resources. Therefore, the objective of this research is to analyze the contribution of this management philosophy, when applied in a municipal secretariat responsible for receiving demands for public cleaning that has direct contact with the citizen. As a result, the research investigated the administrative process for requesting services from this body, in order to identify waste and its occurrence, in order to propose potential improvements that may contribute adding agility, efficiency and greater user satisfaction. The research methodology consisted of a case study, allied to the bibliographic survey, the planned systematic observation, the application of the Lean Office methodology and the aid of Process Modeling, which together enabled the realization of the AS IS modeling of the same, favoring the recording of existing waste, classifying activities according to frequency and adding value and calculating Lead Time. This analysis favored the TO BE mapping, adding proposals with potential for improvements in the execution and response time by eliminating five activities and the decision point considered the bottleneck of the process. The results obtained showed a large accumulation of waste and points that could be improved, among which the most recurring were strategic, structural and processing. In case of implemented improvement proposals, potentially the secretariat will gain in quality and reliability of information, ease of communication with the citizen and with the outsourced company, as well as having a more effective and quick service, culminating in meeting the user's demands and your satisfaction.