Avaliação do processo de expedição de diplomas do setor de controle acadêmico do ifam à luz da filosofia lean office

Abstract

This study highlighted the importance of providing quality services, offered in the context of public administration, justified by the changes that have been occurring within management ambit. Therefore, it was necessary to revise the quality of services offered to the community in general. This way, it was evaluated the procedures for the existing expedition of diploma, generating a model of systematized actions for monitoring of the processes routine for expedition of diplomas, in the sector of Coordination of Academic Control at the Campus Manaus-Center, of the Federal Institute of Education, Science and Technology of Amazon (IFAM). Somehow, it was sought information, evidence, and subsidies that would help to solve the problem proposed research, which consisted in solving the following problematic: How to eliminate obstacles that delay the processes, to expedite responses to the requested demand? Based on the search for improvements in production systems adapted to organizations, it intends to map the work routine of the sector under study, using value stream mapping, to identify the bottlenecks that delay the finalization of the procedures, using the LEAN OFFICE philosophy, which is an adaptation of LEAN THINKING, applied to the administrative sectors of organizations. This methodology represents a new way of thinking about improvements for office environments, proposing a new cycle of processes and procedures, contributing to the (re) organization of the productive environment, eliminating wastes in order to face the challenges of managing operations in the present time, by mapping the value stream. To develop this research was adopted as strategy the case study. The method chosen was the inductive, and the ways adopted for data collection were the field research, with direct observation at the work environment, followed by semi-structured interview with the servers that perform the activities in the expedition sector, bibliographic research and documentary research The intention with this proposal grounded in the precepts of production engineering is contribute to the improvement of management with main focus on the results of Public Administration, increasing the effectiveness in decision-making that will reflect in a direct way on the procedures, processes and strategies adopted, seeking a better monitoring of results. Likewise, this construct allowed diagnose and specify the situations and conditions of work performed in the work environment in question. It provided subsidies needed for the elaboration and standardization of process routines from issuance of diplomas from the coordination of academic control, eliminating waste and adding value to the finished product. Therefore, it was concluded that this methodology can be implemented in several sectors of the organization, adds to this, the practicality of the application of the tool, in ensuring the effectiveness of its applicability.