Aplicação de ferramentas e conceitos do Lean Office em uma instituição pública no município de São José dos Campos

Abstract

The purpose of this research was to look for ways to improve the frequency of children and adolescents attended at a Public Institution from São José dos Campos – SP, through a Green Belt Project, using the DMAIC methodology – described by the Six Sigma system. The project was initially motivated by the fact that the average attendance was lower than expected, thus causing several problems regarding the consumption of food and didactical material and also a lower capacity to apply the educational content offered to those attended. The applied methodology followed the DMAIC route (Define, Measure, Analyze, Improve and Control) and the application of Six Sigma tools such as SIPOC, FMEA, PMAP, as well as the use of the MINITAB statistical software. The author used the action research methodology, since it is inserted in the actions to solve the problem in question, using a basically quantitative approach. In the analysis phase, it was possible to identify a high variability of individual frequencies, realizing that the majority of those attended had a frequency within the expected by the Institution, but the minority (25%) registered minimum or zero frequencies. In the presentation of the final results, it was clearly shown, through statistical tools, that there was an improvement in the frequency, reaching the specific results established by the group. In addition to the quantitative results, the application of Lean Office tools to the public organization, proved to be efficient, but it was necessary to adapt the tool for the public services sector and to understand the dichotomy between the public and private sectors, especially with regard to obtaining profits and eliminating waste.