Centro de serviços compartilhados: uma abordagem sob a ótica do lean office e gestão de processos em uma universidade pública

Abstract

The present project aims to propose a model of Shared Services Center for the Electrical Engineering area of UFRN, bringing together the Department and the Undergraduate Course under a lean office vision grouped with process management, seeking to increase the efficiency of processes and reduce their lead time. Thus, in the theoretical framework, concepts of Process Management, value stream mapping and BPMN modeling, new public management, in addition to lean office and Shared Services Center were addressed. Regarding the methodological procedures, it is a descriptive approach that will use a case study, where data were collected through bibliographic research, document analysis, focus group and participant observation. The study demonstrated the applicability of the redesign of the processes and the new physical structure, in addition to the need for a more in-depth study with regard to people management and elaboration of indexes to measure results, therefore, it is possible that the propositions raised in the work were achieved, considering that the suggestions obtained through the study will lead, if accepted, to a time saving in the units' responses, reduction of rework, space savings and greater efficiency in the general context.