Figueiredo, Rodrigo Augusto de; https://unifei.edu.br/ensino/event/defesa-de-mestrado-rodrigo-augusto-de-figueiredo/
Resumen:
Service management, with the objective of improving its efficiency and quality, finds in the Lean approach a possible solution to reduce waste and add value to customers. Within this process, the evaluation of tools that can be implemented and that can be applied in practice to improve the development of activities becomes a differential for the professionalization of the work of the Federal Public Administration bodies. In this sense, the present work aims to propose a plan to implement improvements and add value in the process of preparing the mandatory documents for bidding for the contracting of continuing services at Unifei Campus Itabira, through the application of the principles of Lean Public Service. The choice of the theme was justified by the success rates of the implementation of the Lean methodology highlighted in the literature, in view of the evident need of the Public Administration to improve its processes with the consequent reduction of costs, considering mainly the reduction in the costing budget of all Institutions Federal Higher Education Institutions in the country (IFES). As a methodology, a descriptive applied character research was carried out by conducting the stages of Design Science Research that includes a Systematic Literature Review to identify the tools and a prioritization of order of importance through the Analytic Hierarchy Process (AHP) technique, with based on the BOCR criteria (benefits, opportunities, costs and risks) and the consequent elaboration of the Value Stream Mapping. In terms of results, the research concluded that the application of Lean¸ principles and tools can be considered an opportunity for IFES to significantly reduce their costs in these processes, proving to be a satisfactory solution for quality improvement in the planning of contracting continuous services. from Unifei Campus Itabira.
