Elaboration of a method for the improvement of information flows using principles of lean thinking and business reengineering / Elaboração de um método para melhoria dos fluxos de informação usando princípios da mentalidade enxuta e reengenharia de processos

AUTOR(ES)
DATA DE PUBLICAÇÃO

2009

RESUMO

This work presents a proposal of method for the improvement of information flows using the principles of lean thinking and solutions from business process reengineering (BPR). The method was created using characteristics encountered on two existing lean office methodologies, and with the solutions presented by business reengineering. Those characteristics were identified, sorted and adapted to be used in the method based on a change management model. The proposed method was implemented in an information flow of a company in the brazilian state of São Paulo, and its results were measured, presenting significant reduction of the information flow lead time, reduction of people needed to process the information and a larger percentage of added-value time. Finally, limitations of the method and the application results were presented.

ASSUNTO(S)

information flow lean thinking mentalidade enxuta fluxo de informação business reengineering assistência técnica reengenharia de processos customer service

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