Lean Office: O que é e porque você deveria utilizar

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Lean Office: O que é e porque você deveria utilizar

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Encontre os ganhos escondidos em sua organização e melhores seus processos administrativos

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Enquanto os desperdícios no chão de fábrica podem ser mais fáceis de serem identificados, os desperdícios nos escritórios e tarefas administrativas são mais difíceis de serem visualizados, podendo ser mais caros e graves: podem afetar o fluxo de caixa, piorar a imagem da organização junto aos seus clientes, gerando um ambiente de trabalho estressante e desmotivador.

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Quando um grande pedido não é faturado no prazo, quando informações são repassadas de maneira errada gerando retrabalho, quando uma solicitação de pedido de um cliente importante ou uma proposta de venda são entregues atrasadas, os prejuízos são enormes! Em muitos casos, é mais demorado o processamento da informação do que a fabricação e montagem do produto propriamente dito.

Para que uma empresa seja enxuta, é importante gerenciar corretamente o fluxo administrativo e reduzir os desperdícios nos escritórios. Mas como isso pode ser feito?

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A melhor maneira de identificar e quantificar os desperdícios é realizar um mapeamento do processo, fazendo um mapa do estado atual do fluxo de informação. Sabemos que, na maioria das vezes, esta é uma tarefa difícil e trabalhosa, pois diferentemente do fluxo produtivo, onde a transformação do material é facilmente identificada e visível, o fluxo de informação é fragmentado em diversos departamentos e silos organizacionais com as pessoas tendo uma visão muito parcial, incompleta e muitas vezes errada do fluxo.

Lean office é a aplicação dos conceitos de mentalidade enxuta (lean thinking) em atividades não manufatureiras e físicas, ou seja, é feito o processamento da informação e não do material. A ideia de lean office se refere à parte que trata do fluxo de informações de um mapa do fluxo de valor.

Deste modo, define-se fluxo de valor como o conjunto de atividades necessárias (que agregam valor ou não) para fazer a matéria prima se transformar em produto acabado.

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Alguns fatores presentes em um fluxo de valor carregam consigo alguns problemas relacionado ao processamento da informação, são eles:

Fluxos de valor cada vez mais complexos:

Diversos pessoas e departamentos envolvidos no fluxo;
Difícil visão do “todo”;
Gargalos mudam constantemente de lugar (lead times variados) – ambientes administrativos possuem atividades onde o tempo de processamento pode variar.

Departamento especializados:

Departamentos diferentes com gestão e supervisão diferentes traz barreiras naturais;
Gera atrasos, esperas, erros de processamento, etc.;
Atendimento a urgências.

Grande quantidade de documentos:

Infindáveis versões de um mesmo documento;
Excesso de papel e e-mails de follow-up.

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Por conta desses problemas, observamos uma situação muito comum: processos sem ritmo, sem padrão de trabalho e com estoques entre eles.

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Automatize seus processos administrativos!

Confira nosso software de gestão de atividades!

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Arbelaez & MEIER (2004) dizem que o lead time de uma organização – do conceito ao faturamento – é composto 75% por atividades administrativas e 25% de atividades de manufatura. Hines & Taylor (2000) dizem que, dentro do lead time consumido pelas atividades administrativas, apenas 1% destas atividades realmente agregam valor; 50% são atividades necessárias, mas que não agregam valor e 49% são atividades que não são necessárias e nem agregam valor.

Deve-se lembrar, porém, que o conceito de valor é definido como toda atividade pela qual o cliente está disposto a pagar. Portanto, baseado nisso, grande parte das atividades administrativas não agregam valor, pois dificilmente um cliente pagaria a mais por um produto pelo fato de um setor administrativo da organização ser mais eficiente, por exemplo.

Um dos nossos objetivos ao buscar a melhoria contínua de processos é olhar para o fluxo de informação buscando entender quais são as atividades que não agregam valor e que não são necessárias e questionar as atividades que também não agregam valor mas são necessárias. Deste modo, é possível redesenhar o fluxo de informações de modo que essas perdas sejam evitadas.

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Melhorias de processo

As melhorias de processe se referem a:

Padronização de documentos utilizados de acordo com sua completude e acurácia;
Definição de forma de comunicação entre os processos;
Utilização de tecnologia para otimizar processos;

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Padronização de documentos

Esta melhoria busca, principalmente, explicitar as atividades realizadas pelos colaboradores do fluxo de informação. A padronização serve para estabelecer uma base de comparação e impulsionar melhorias em um determinado processo para que todos os envolvidos realizem as melhores práticas em relação a este processo.

Nesta fase, padroniza-se:

Quais atividades cada um dos envolvidos realiza;
Como cada pessoa realiza a atividade (principalmente em relação à frequência);
Documentos, para evitar propagação de erros entre atividades.

Definição da forma de comunicação entre os processos

Nossa metodologia recomenda que a comunicação entre os processos seja feita, sempre que possível, de forma visual, apresentando uma visualização do fluxo em questão. Abaixo temos um exemplo simplificado de comunicação visual em um fluxo de processamento de pedidos.

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Utilização de tecnologia

A utilização de tecnologias também é importante para a otimização de processos. Recomenda-se o uso de uma tecnologia que faça a gestão de atividades ao longo do fluxo projetado que está em operação.

Em um fluxo administrativos, a visualização dos processos, gargalos e estoques é difícil pois a informação nem sempre é visível. Algumas das principais características alcançadas ao optar-se pela gestão de processos administrativos com a utilização de tecnologia são:

Acompanhamento de atividades em tempo real;
Acompanhamento em tempo real do fluxo de valor e status das atividades;
Priorização automática e programável de atividades;
Ferramentas gerenciais automatizadas, como dashboards e kanbans;
Acesso da informação via internet e/ou rede local por meio qualquer dispositivos (computadores, celulares, Ipads, tablets, etc);
Redução da geração de papel;
Rastreabilidade do histórico de atividades realizadas;

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Cesar Augusto Campos de Araujo é PhD em Engenharia de Produção pela USP. Especialista em Gestão de Mudanças (Change Management) e Melhoria de Processos, trabalha há 17 anos como consultor em gestão da mudança e melhoria de processos de empresas de diversos segmentos. Com foco em Lean Office já atuou em diversos projetos visando melhorias no fluxo administrativo de empresas . Sócio diretor da Hominiss Soluções.

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