GERENCIAMENTO DE PROCESSOS: implantação do Lean Office para melhoria no atendimento presencial em uma Instituição de Ensino Superior

Abstract

The competitivity of Universities market is increasing and as consequence are requiring strategy of management to bring and retain the customers, the students. In search of improvements of management of process and attendance optimization, the organizations are adapting to new technologies and management tools. The aim of this study is showing the Lean Office implementation on the sector considering the relationship entrance door with the students, with focuses on sector flow value efficiency, cost reduction and waste reduction. This approach is relevant, because, although there are several studies about Lean philosophy applied on services, there are space to investigate the tools utilization on attendance sector, in special inside of Universities. To substantiate this action research, were used bibliographic information research about Lean and examples of other Lean Office principles implementation. The results obtained with this implementation made possible the conclusion that this management of process methodology contributed on reduction of waste and rework, and can be used in other Institutional sector, is necessary only see the particularities of sectors to have success on the implementation.