Nowadays, Lean management goes far beyond the sphere of production and it can be increasingly found in many other areas. First part of the thesis is devoted to detailed description of Lean management principles, its history and methodological tools, which are afterwards used for enhancement of an existing process within online marketing agency. Current position and specifics of online marketing enviroment are also mentioned along with most frequently used tools. Selected Lean tools were used for the process improvement through the DMAIC method. Comprehensive definition, VSM mapping and following analysis of internet advertising creation process enabled design of new solution without unnecessary waste. Implemented changes led to production capacity release and brought additional value for clients. Performance of the improved process was measured during the Control phase and feedback was obtained from agency employees.

Submitted by TATIANE CRISTINA DE JESUS (tatiane@ifrr.edu.br) on 2019-01-30T19:54:47Z No. of bitstreams: 1 Dissertação - Tatiane Cristina de Jesus - Versão Final.pdf: 3693469 bytes, checksum: 76e6ca798803b67af12afac5a0c29b07 (MD5) / Approved for entry into archive by Pamella Benevides Gonçalves null (pamella@feg.unesp.br) on 2019-01-31T18:23:39Z (GMT) No. of bitstreams: 1 jesus_tc_me_guara.pdf: 3693469 bytes, checksum: 76e6ca798803b67af12afac5a0c29b07 (MD5) / Made available in DSpace on 2019-01-31T18:23:39Z (GMT). No. of bitstreams: 1 jesus_tc_me_guara.pdf: 3693469 bytes, checksum: 76e6ca798803b67af12afac5a0c29b07 (MD5) Previous issue date: 2018-12-04 / Considerando as mudanças que as organizações privadas vêm enfrentando no sentido de agregar valor ao cliente, o setor público não foge da mesma responsabilidade e também busca valorizar o cliente, o cidadão. A mentalidade enxuta apresenta-se como um sistema capaz de aplicar ferramentas e técnicas na Gestão Pública com o objetivo de eliminar ou mesmo reduzir desperdícios. Neste contexto, o trabalho objetivou fazer uma análise e propor melhorias, do ponto de vista Lean, no fluxo de trabalho de planejamento, execução, monitoramento e avaliação orçamentária no Instituto Federal de Educação, Ciência e Tecnologia de Roraima sob o enfoque das ferramentas Fluxograma e Mapeamento de Fluxo de Valor. Utilizou-se o método da pesquisa-ação estruturado nas quatro etapas de Thiollent (2009) com a metodologia Lean Office, propostos por Rother e Shook (2012) e Greef, Freitas e Romanel (2012) para construção do estado atual e estado futuro dos processos, analisando as atividades que não agregam valor e as que agregavam, observando assim os desperdícios no processo. Os resultados evidenciaram as melhorias nos processos de planejamento orçamentário se fossem aplicadas as ferramentas utilizadas na filosofia do Lean Office. Na aplicação do fluxograma redefiniu-se o processo de elaboração da proposta orçamentária, monitoramento e avaliação orçamentária com a inversão da etapa do planejamento institucional. No mapeamento de fluxo de valor os resultados mostraram uma redução de 58,34% (de 6 dias para 2,5 dias) do Lead Time Total para o processo de descentralização de crédito da ação assistência ao estudante. Conclui-se que podem existir ganhos no processo de planejamento, execução, monitoramento e avaliação orçamentária em uma Instituição de Ensino Superior Pública se aplicados os conceitos do Lean Office, visto que o fluxograma e o mapeamento do fluxo de valor mostraram-se eficientes como elementos para identificação e eliminação de desperdícios. / Considering the changes that private organizations are facing in order to offer value to the client, the public sector does not escape the same responsibility and also seeks to value the client, that means the citizen. The lean mentality presents itself as a system capable of applying tools and techniques in Public Management in order to eliminate or even reduce waste. On this context, the objective of this work was to analyze and propose improvements, from a Lean perspective, in the workflow of planning, execution, monitoring and budgetary evaluation at the Federal Institute of Education, Science and Technology of Roraima focusing the tools Flowchart and Value Stream Mapping. The research-action method structured in the four stages of Thiollent (2009) with the Lean Office methodology, proposed by Rother and Shook (2012) and Greef, Freitas and Romanel (2012) was used to construct the current state and future state of processes, analyzing the activities that do not add value and those that add, thus observing the wastes during the process. The results evidenced improvements in budget planning processes if the tools used in the Lean Office philosophy were applied. In the application of the flowchart, the process of elaboration of the budget proposal, monitoring and budgetary evaluation was redefined with the reversal of the institutional planning stage. In the value stream mapping the results showed a reduction of 58.34% (from 6 days to 2.5 days) from Total Lead Time to the process of decentralizing credit from the student assistance action. It is concluded that there may be gains in the process of planning, execution, monitoring and budgetary evaluation in a Public Higher Education Institution if the concepts of the Lean Office are applied, since the flowchart and the value flow mapping have proved to be efficient as elements for identification and disposal of waste.

Syfte – Syftet med denna studie är att undersöka tillämpbarheten av Lean på operativt inköp samt undersöka hur detta kan tillämpas på ett tillverkande företag som arbetar med Lean i produktionen. För att besvara syftet har det brutits ned i ett delmål och en frågeställning. Delmål: Att undersöka tillämpbarheten av Lean på operativt inköp   Frågeställning: Hur kan Lean tillämpas på operativt inköp på ett företag som arbetar med Lean i produktionen? Metod – Litteraturstudier genomfördes inom områdena inköp och valda Leankoncept för att samla in teori som möjliggjorde uppfyllandet av studiens delmål. En fallstudie genomfördes för att samla in empiri som sedan jämfördes med delmålet för att besvara studiens frågeställning. Empiri samlades in genom samtal, intervjuer, dokumentstudier och observationer. Resultat – Företag som arbetar med Lean i produktionen kan tillämpa Lean på operativt inköp för att effektiviseras. Operativt inköp är en transaktionsbaserad process med information som värdeflöde. Operativt inköp bör effektiviseras i syfte att skapa ett så värdeadderande flöde som möjligt. Genom att utgå från de fyra grundområdena Filosofi, Processer, Medarbetare och partners samt Problemlösning i Lean och de tillhörande 14 principerna, skapas ett helhetsperspektiv och riktlinjer som lyfter förbättringsområden. För att realisera de 14 principerna bör metoder och verktyg anpassas efter avdelningens förutsättningar och mål. Minskade processtider för inköpsärenden, ökad flexibilitet bland inköpare och minskad stress är resultat av framgångsrikt tillämpande av Lean på operativt inköp.   Implikationer – Studiens syfte var inte att skapa ett nytt Leankoncept utan att undersöka vad inom Lean som kan tillämpas på operativt inköp för att effektiviseras. Teori inom området är nästintill obefintligt och utförandet av studien har bidragit med ny kunskap om Lean tillämpat på operativt inköp. Begränsningar – Resultatet påverkas av hur länge företag arbetat med Lean i produktionen innan Lean tillämpas på operativt inköp. Genomförande av en flerfallstudie, istället för en enfallstudie, hade gett ett mer generaliserbart resultat för företag att använda sig av med likartade förutsättningar som fallföretaget. Nyckelord – Lean Administration, Lean Office, Lean Produktion, Lean Service, operativt inköp, effektivitet / Purpose – The purpose of this study is to investigate the applicability of Lean in operational purchasing and examine how it can be applied to a manufacturing company that is working with Lean in the production. To fulfill the purpose it has been broken down into one objective and one problem statement. Objective: Investigate the applicability of Lean on operational purchasing Problem statement: How can Lean be applied on operational purchasing in a company that works with Lean in the production? Method – Literature studies were conducted in the areas of purchasing and selected Lean Concepts to collect the theory that made it possible to answer the sub-target of the study. A case study was conducted to compare the empirical data and theory to answer the problem statement. Empirical evidence was gathered through conversations, interviews, document studies and observations. Findings – Companies working with Lean production can apply Lean on operational purchasing in order to make it more efficient. Operational purchasing is a transaction-based process with information as its value stream and operational purchasing should be streamlined in order to create as much value in the value-flow as possible. The fundamental areas in Lean are Philosophy, Processes, People and Partners, and Problem Solving and through the associated 14 principles create an overall perspective and guidelines that highlights areas for improvement. To fulfill the 14 principles, chosen methods and tools should match the department's conditions and goals. Reduced processing times for purchasing cases, increased flexibility among purchasers and reduced stress are the result of the successful application of Lean on operational purchasing. Implications – The study's purpose was not to create a new Lean concept, but to investigate what in Lean can be applied to operational purchasing to create efficiency and effectiveness in the department. Theory in the area is virtually non-existent and the execution of the study has contributed to new knowledge about Lean applied to operational purchasing. Limitations – The result is affected by how long companies have worked with Lean production before Lean is applied to operational purchasing. The use of a multi-case study, rather than a one-case study, had given a more generalizable result for companies that have the same conditions as the case company. Keywords – Lean Administration, Lean Office, Lean Production, Lean Service, operational purchasing, efficiency, effectiveness

This thesis is the final result of an investigation aimed at studying how Lean administration best can be implemented in an existing service company to standardize the processes they already have, as a result of a quality assurance and effectivization of the daily labor. The study took place in the autumn of 2018 at the case-company Deva Mecaneyes in Västerås where a value-stream-mapping has been mapped and analyzed. In collaboration with the company, and together with the value-stream-mapping, improvement proposals were developed for the case-company´s processes regarding what they call “repeat-orders”. Three questions have defined and formed the study, of which the first question (1) has been the main question of the thesis and the remaining two questions (2-3) are considered minor supplementary questions: <ol type="1">Which Lean administration application methods exists and which would work best for a service company? Based on a value-stream-mapping, what wastes in the form of non-value-added activities and problem areas can be identified with the aim of enhancing a company´s efficiency and simplifying their internal processes? What are the challenges of implementing Lean administration at a service company? To find out how a service company can implement Lean in an office environment, this study has been conducted using a literature study to attain five different methods for introducing Lean into the administrative support processes. A comparison of the five methods resulted in the study presenting a combination of three of these methods. With the help of the created value-stream-mapping at the case-company, improvement proposals have been developed to help them eliminate non-value-added activities and waste in the form of unnecessary moves and waiting, which means that they can dedicate more time to value-added activities or other work. For continued work, it is recommended that the case-company assign one or more employees responsible for implementing Lean; as the biggest problem in the case-company has been that many projects are started but never finished because no-one is responsible for the projects. Furthermore, they should also study other processes within the company at other departments. Continued recommendation for further studies on the subject of Lean and Lean Administration is to study the value-added activities instead of simply focusing on the activities that do not create any value. It would be interesting to investigate how many and which processes are value-adding and if they could be used and imitated in other processes and activities within a company.

SammanfattningExamensarbetet har utförts under 2012/2013 och är en avslutande del i vår utbildning inom industriell ekonomi.Vi har valt att fördjupa oss i Lean och se hur vi kan få in denna metod och ‖tankar‖ i den administrativa delen av akademin. Lean används idag inom många olika sektorer och är en erkänd förbättringsmetod vars syfte är att skapa nya smarta och utvecklande sätt att utföra sina arbetsuppgifter på. Dessutom ska det vara gynnsamt för medarbetarna som arbetar i detta och verksamheten som helhet.På administrationsavdelningen på ingenjörshögskolan i Borås finns intresset av att se vilka möjligheter Lean kan medföra för en särskild process. Denna process önskar de få förtydligad och förhoppningen är att eliminera riskerna för fel och missförstånd. Syftet med examensarbetet är att ge lösningsförslag med bakgrund till problembeskrivningen med hjälp av verktyg och metoder efter Lean principer.Genom hela projektet har vi haft administrationsavdelningen i åtanke och vill med detta examensarbete försöka återge såpass mycket relevant information och kunskap som vi har stött på och fördjupat oss i under vår informationsinsamling och analys. Vår förhoppning är att väcka intresset för Lean och ge inspiration till förbättringar som kan användas i det dagliga arbetet och i den aktuella processen, årlig revidering av kursutbud.Vi föreslår att det skapas tid och rum för kommunikation och uppföljning. Detta kan ske med hjälp av att följa den nya uppdaterade processkartan och den checklista som skapats för att på en övergripande nivå ge en klar beskrivning av vad som ska göras och vem som är ansvarig. Vi rekommenderar administrationsavdelningen att fullfölja processmetoden och skriva ner en detaljerad beskrivning av sina arbetsuppgifter. När denna nivå är fastställd kan en standard efter bäst kända arbetssätt sättas och därefter kan en fortsatt utveckling påbörjas.Vi tror att genom att Lean integreras i administrationen kan det skapa en hållbar utveckling enligt högskolans arbete med att säkra detta genom ett mer överskådligt perspektiv i processerna.Slutsatsen som dragits av detta är att det finns en vilja till förändring men att det saknas ett forum för informationsbyte och kommunikation i den aktuella process som vi har studerat.Genom att förändra ‖tanken‖ och med våra förbättringsförslag och använda vår modell som plattform, möjliggörs en för en bättre kommunikation och processerna på administrationen kan effektiviseras och förbättras. Detta ger även en grund till en mer storskalig utveckling av Lean Academic på institutionen Ingenjörshögskolan i Borås. / Program: KINLO Industriell ekonomi - logistikingenjör

This diploma thesis concerns lean administration methods for improving administration processes.

Orientador: Antonio Batocchio / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-13T18:28:23Z (GMT). No. of bitstreams: 1 Zaki_BenignoRoberto_M.pdf: 2070483 bytes, checksum: ffd27f8a0449b8a5f5012781b999c763 (MD5) Previous issue date: 2009 / Resumo: Desde a metade do século XX e neste início do século XXI, as empresas buscam aumentar a produtividade e melhorar a qualidade de seus produtos e serviços. Para uma organização, muito mais do que a liderança no seu mercado de atuação é a sua capacidade de se manter competitiva. A busca da vantagem competitiva perante o mercado está em satisfazer as expectativas do cliente e implementar com êxito uma série de exigências em termos de eficiência no processo produtivo. O desenvolvimento deste trabalho está voltado para este cenário de eficiência e busca uma alternativa para melhorar os processos administrativos de uma empresa de serviço (Cia. De Seguro). O método esta focando, principalmente, nos princípios adotados pelo modelo de Produção da Toyota (TPS - Toyota Production System) e na experiência profissional do autor, em empresas de manufatura, prestadora de serviços e financeiras e com base em pesquisas e em teorias existentes sobre gerenciamento de processos de produção e reengenharia de processos. A seqüência do trabalho apresenta uma revisão bibliográfica sobre o tema, mostrando o histórico do modelo de produção da Toyota e as ferramentas de apoio aplicadas no estudo de caso: Casa do TPS (pilares just in-time e jidoka), metodologia do Gerenciamento pela Qualidade Total (TQM). Os resultados atingidos, nos estudo de caso, são bons, pois consegue padronizar o fluxo dos processos, diminuir os retrabalhos, identificar e eliminar as perdas nos processos administrativos / Abstract: Since the middle of this century and beginning of the XXI century, companies seeking to increase productivity and improve the quality of their products and services. For an organization, much more than its market leadership in the performance is its ability to remain competitive. The quest for competitive advantage in the market is to meet customer expectations and to implement successfully several requirements in terms of efficiency in the production process. The development of this work is dedicated to this scenario of efficiency and seeks an alternative to improve the administrative processes of a service company (Insurance Co.). The focusing on this method, especially, the principals adapted by the model of the Toyota Production (TPS - Toyota Production System) and the author's experience in manufacturing companies, and financial services provider, based on existing research and theories on management of production processes and reengineering of processes. The sequence of work presents a literature review on the subject, showing the history of Toyota's production model and tools to support applied in the case study: House of TPS (pillars just in-time and jidoka), the methodology for Total Quality Management (TQM). The results achieved in the case study, are good, as can standardize the flow of processes, reducing rework, identify and eliminate losses in administrative procedures / Mestrado / Materiais e Processos de Fabricação / Mestre em Engenharia Mecânica

Submitted by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-01-20T18:40:55Z No. of bitstreams: 1 Dissertação - Moisés da Silva Cabete.pdf: 635050 bytes, checksum: 5b4b5b6cb8329ffc9633cc69300233d5 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-01-20T18:41:12Z (GMT) No. of bitstreams: 1 Dissertação - Moisés da Silva Cabete.pdf: 635050 bytes, checksum: 5b4b5b6cb8329ffc9633cc69300233d5 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-01-20T18:41:36Z (GMT) No. of bitstreams: 1 Dissertação - Moisés da Silva Cabete.pdf: 635050 bytes, checksum: 5b4b5b6cb8329ffc9633cc69300233d5 (MD5) / Made available in DSpace on 2017-01-20T18:41:36Z (GMT). No. of bitstreams: 1 Dissertação - Moisés da Silva Cabete.pdf: 635050 bytes, checksum: 5b4b5b6cb8329ffc9633cc69300233d5 (MD5) Previous issue date: 2016-09-01 / Agência de Fomento não informada / This research aimed to propose guidelines for the formation and development of lean collection for school libraries, based on lean philosophy. Three specific objectives were developed: discussing possibilities of aligning lean principles and the five laws of library science; discussing possibilities of applying lean principles in order to improve library management through lean collection; validating five basic guidelines for lean collection creation according managers librarians view from school libraries in Manaus. Method: Aiming to achieve the goals, a methodological research was carried out on school libraries in Manaus. Forty-five managers librarians participated on this survey and the data collection instrument was a Likert Scale questionnaire. The results analysis was done through weighted average and the variables analysis adopted a scale based on the average of the respondents acceptance score. Results: As a conclusion there was is a high level of agreement by the acceptance of the five basic guidelines for lean collection creation for school libraries, under a perception that these guidelines represents a new strategic way to improve library services in terms of creation, organization and development of school collections. / O objetivo geral desta pesquisa foi propor diretrizes para a formação e desenvolvimento de acervos enxutos para bibliotecas escolares, baseados na filosofia lean. Foram elaborados três objetivos específicos, a saber: discutir as possibilidades de alinhamento dos princípios lean e as cinco leis da biblioteconomia; discutir as possibilidades de utilização dos princípios lean no aprimoramento de gestão de bibliotecas através de acervo enxuto; validar cinco diretrizes básicas para formação de acervo enxuto junto a bibliotecários gestores de bibliotecas escolares da cidade de Manaus. Método: Para o alcance dos objetivos estabelecidos, foi realizada uma pesquisa metodológica, tendo como campo de analise as bibliotecas escolares da cidade de Manaus. A amostra da pesquisa foi composta por quarenta e cinco bibliotecários gestores e o instrumento de coleta de dados utilizado foi um questionário com escala de percepção do tipo likert. A análise dos resultados da pesquisa se deu através de média ponderada e para a análise das variáveis adotou-se uma escala com base na média da pontuação de aceitação dos respondentes. Resultados: conclui-se que há um alto nível de concordância pela aceitação das cinco diretrizes básicas para formação de acervo enxuto para bibliotecas escolares, sob a percepção de que essas diretrizes são vistas como uma nova linha estratégica para aprimorar os serviços de bibliotecas no campo de formação, organização e desenvolvimento de acervos escolares.

Submitted by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-08-22T14:31:03Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Ione R. V. Magalhães.pdf: 3994107 bytes, checksum: f4c6bd37f8d3150ae4426876817553d1 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-08-22T14:31:34Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Ione R. V. Magalhães.pdf: 3994107 bytes, checksum: f4c6bd37f8d3150ae4426876817553d1 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-08-22T14:32:01Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Ione R. V. Magalhães.pdf: 3994107 bytes, checksum: f4c6bd37f8d3150ae4426876817553d1 (MD5) / Made available in DSpace on 2017-08-22T14:32:01Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Ione R. V. Magalhães.pdf: 3994107 bytes, checksum: f4c6bd37f8d3150ae4426876817553d1 (MD5) Previous issue date: 2017-03-30 / The proposal of this search was to seek the elimination of losses of time in the processing of processes with term, received at the Municipal Health Secretariat in the years 2013, 2014 and 2015, coming from external control bodies, through the Lean Office philosophy and its Value Stream Mapping tool. The research was motivated to observe areas for improvement. In the methodological field, content analysis and data collection were obtained through the institutional software (Protus, Integrated Protocol System), documentary research, electronic spreadsheets of the Cabinet Sector, as well as an interview script applied with fourteen servers. Being one of each sector involved in the processing of said processes. Finally, we obtained the identification of improvements that will give more agility to the processing of processes with predetermined deadlines, applying first-in-first-out techniques and Value Stream Mapping, seeking a leaner flow , eliminating what does not add value to the client, which represents a great gain for the whole organization, besides contributing to the academic environment by emphasizing that such philosophy can perfectly be applied to the public sector, although it is not yet widespread in this environment. / A proposta desta pesquisa foi buscar a eliminação de perdas de tempo na tramitação de processos com prazo, recebidos na Secretaria Municipal de Saúde nos anos de 2013, 2014 e 2015, oriundos de órgãos de controle externo, por meio da filosofia Lean Office e sua ferramenta Mapeamento do Fluxo de Valor. A pesquisa foi motivada ao se observar áreas passíveis de melhorias. No campo metodológico, a análise de conteúdo e o levantamento de dados foram obtidos por meio do software institucional (Sistema de Protocolo Integrado - Protus), pesquisa documental, planilhas eletrônicas do Setor Gabinete, bem como de roteiro de entrevista aplicado com quatorze servidores, sendo um de cada setor envolvido na tramitação dos referidos processos. Por fim, obteve-se como produto final, a identificação de melhorias que darão mais agilidade à tramitação de processos com prazos pré-determinados, aplicando as técnicas de first in - first out e o mapeamento do fluxo de valor, buscando um fluxo mais enxuto, eliminando o que não agrega valor ao cliente, o que representa grande ganho para toda a organização, além de contribuir com o meio acadêmico ao enfatizar que a referida filosofia pode perfeitamente ser aplicada ao setor público, embora ainda não seja bastante difundida nesse meio.

Submitted by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-09-21T13:39:38Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação-Margareth C. S. Seixas.pdf: 2063708 bytes, checksum: f92b7dce3124120407bc57b14b9ef097 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-09-21T13:39:53Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação-Margareth C. S. Seixas.pdf: 2063708 bytes, checksum: f92b7dce3124120407bc57b14b9ef097 (MD5) / Made available in DSpace on 2017-09-21T13:39:53Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação-Margareth C. S. Seixas.pdf: 2063708 bytes, checksum: f92b7dce3124120407bc57b14b9ef097 (MD5) Previous issue date: 2017-04-18 / The public sector has been growing and facing difficulties at all times, requiring alignment to meet the expectations of the internal and external environment. In this scenario, one of the main bottlenecks in service delivery is the time wasted from planning to the proposed result. This paper aims to use the concepts of Lean Office to reduce the time in the evaluation process of service satisfaction in a Municipal Education Department. For that, the scientific investigation was carried out through a case study, with semi-structured interviews and time measurement with direct participant observation technique. The tool used for lean production was Value Stream Mapping (MFV), applied in the steps of experimentation between the process and guided by the current MFV, analyzing the activities that did not add value and the future MFV, proposing steps of lean processes adequate to Institution for time reduction. At the end of the research it was concluded that the use of the MFV was satisfactory for reducing the time, where the Lead Time was reduced from 5 days to 2 days adding value to the institution in the optimization of the time of the service rendered. Therefore, a methodology was proposed to continue the reduction of waste in administrative environments in the public sector. / O setor público vem crescendo e enfrentando dificuldades a cada momento, necessitando de alinhamento para atender as expectativas do ambiente interno e externo. Neste cenário, um dos principais gargalos na prestação de serviços é o tempo desperdiçado desde o planejamento até o resultado proposto. Este trabalho tem por objetivo utilizar os conceitos de Lean Office para reduzir o tempo no processo de avaliação da satisfação de serviços em uma Secretaria Municipal de Educação. Para tanto, a investigação científica foi realizada através de um estudo de caso, com entrevistas semiestruturadas e medição do tempo com técnica de observação direta do participante. A ferramenta utilizada da produção enxuta foi o Mapeamento de Fluxo de Valor (MFV), aplicado nas etapas da experimentação entre o processo e guiado pelo MFV atual, analisando as atividades que não agregavam valor e o MFV futuro, propondo etapas de processos enxutos adequadas a instituição para redução do tempo. Ao fim da pesquisa concluiu-se que a utilização do MFV foi satisfatória para redução do tempo, onde o Lead Time foi reduzido de 5 dias para 2 dias agregando valor a instituição na otimização do tempo do serviço prestado. Diante disso, foi proposta uma Metodologia para dar continuidade a redução de desperdícios em ambientes administrativos no setor público.