Diagnóstico para melhoria de serviços com base na filosofia lean office: um estudo de caso na DAP/DEPES/UFAM

Abstract

This paper presents situational diagnosis performed in the Division of Retirement and Pension - DAP Personnel Department - DEPES Federal University of Amazonas - UFAM, the primary incentive to identify potential areas for improvement in the division above, the desire to transform the proposition public administration, considering the necessary change and the adequacy of public agencies was globalized and computerized, as these - the national government agencies - are, to this day, submerged in practice patrimonial, clientelistic and bureaucratic managerialism getting penalized . Thus, the diagnosis that sought to raise, within the operational processes "Counting Time for Retirement" and "Retirement", fields subject to change for improvement and is based on proposals of Lean Office Lean Manufacturing System at Toyota, which provides the maximization of value and flows of information from the office environment by eliminating waste grouped into seven categories: overproduction, waiting, transportation, inadequate processes, unnecessary inventory, unnecessary movement, defective products, advocating thus propose improvements aimed verified the elimination of waste in the processes identified above. The method chosen for the implementation of the deductive research was defaulted and the means for data collection were field research, desk research, literature review and case study. As a result, we show the current state of the processes of "Count Time for Retirement" and "Retirement" DAP/DEPES through value stream map of such processes and are also presented the proposed improvements to the elimination of waste and bottlenecks found in those cases, displayed in the value stream map on the desired future situation. Besides, this study is structured into six chapters, arranged sequentially according to the logic of the didactic theme. In the first chapter, it is about the aspects that motivated this work. In chapters 2 and 3, is to treat the theoretical, making review of the literature concerning the particularities of the national administration, the main aspects of Lean Office and finally the use of Lean Office in the national administration. In the fourth chapter, the focus becomes methodological aspects of the work, which presents the elements adopted for this study. The results obtained with the research are presented in the fifth chapter, which presents aspects inherent in the unit of study, highlighting the situation found today (preliminary) and the desired situation after the completion of the proposal. In this chapter, we present further study investigated the processes of time, as well as value stream map specifying the step-by-step operations. In the sixth chapter finally exposes the final considerations about the literature review, the results obtained in this research, weaving recommendations for future studies on that issue, bearing in mind the scarcity of studies in this area.