Resumo:
Lean Manufacturing focuses on eliminating waste by improving its processes, however, waste
is not just concentrated production processes, but also on administrative activities. The
adaptation and application of lean concepts in administrative environments is called Lean
Office and favors companies to become more organized and competitive. However, it still
presents complexities to predict the results of changes. In this sense, the simulation can be used
to facilitate the analysis of impacts in advance, allowing the visualization of changes in
processes without changing reality. In this context, this work proposes the use of simulation in
an integrated way with lean concepts, through the Value Stream Mapping, to evaluate in
advance the results expected by the proposal of implementing lean concepts in administrative
environments, analyzing the impact of document replacement by fingerprints on an object of
study. This, is characterized as an administrative environment of a Federal Institution of Higher
Education (IFES), which performs financial and accounting activities and was chosen for
presenting difficulties in meeting its demand. In order to identify in the works already
published, with regard to the adaptation and application of lean concepts in administrative
environments, results achieved, difficulties identified and solutions implemented, as well as
whether the Discrete Events Simulation has been used to reduce resistance of people to the
implementation of lean concepts in these environments a Systematic Literature Review was
conducted. The results achieved showed not only a reduction in the average lead time from the
current state to the simulated future state, but also a significant gain in capacity. The average
lead time in the current state, which was above 270.000 seconds, or 75 effective hours of work,
was reduced in the future state to somewhere around 180.000 seconds, or 50 effective hours of
work. That is, a reduction of 33.33%. The amount of notes paid, which was a maximum of 145
per month, according to actual data from the current state, was increased in the future state to
above 320. That is, an increase above 120%.
