Application of Lean Office Concepts in the Management of Labor Grievances and Commercial Matters: A Case Study in a Retailers’ Network

Rafael Gustavo de Jesus Puppi, Paulo Nocera Alves Junior, Geandra Alves Queiroz, Isotilia Costa Melo () and Daisy Aparecida Do Nascimento Rebelatto
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Rafael Gustavo de Jesus Puppi: USP - Universidade de São Paulo = University of São Paulo
Paulo Nocera Alves Junior: UCN - Universidad Católica del Norte = Catholic University of the North [Antofagasta]
Geandra Alves Queiroz: UFLA - Universidade Federal de Lavras = Federal University of Lavras
Isotilia Costa Melo: ICN Business School, CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine
Daisy Aparecida Do Nascimento Rebelatto: USP - Universidade de São Paulo = University of São Paulo

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Abstract: Although Lean was developed for manufacturing, it was quickly expanded to other areas, thus resulting in Lean Office (LO), which can be defined as a system of standardized service operations. It consists of activities to generate value for the customer and am to meet their expectations of quality and price while focusing on intangibles. This study evaluated the applicability of LO concepts in the management of labor grievances and commercial matters in the legal department of a network of retailers. The data was collected through unstructured interviews, observations, and database analysis. The study was divided into diagnosis, application of Lean tools, and the implementation of indicators. As a result, the internal mapping was developed, and new flows were established, eliminating waste and activities that had not added value. Following the Lean philosophy, a new management system was defined and implemented, which increased processes efficiency and reduced the expenses in lawsuits.

Keywords: Lean Office; Lean Service Management; Labor Grievances and Commercial matters (search for similar items in EconPapers)
Date: 2023-08-25
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Published in Flexible Automation and Intelligent Manufacturing: Establishing Bridges for More Sustainable Manufacturing Systems. FAIM 2023, Lecture Notes in Mechanical Engineering, Springer Nature Switzerland, pp.356-363, 2023, Lecture Notes in Mechanical Engineering, ⟨10.1007/978-3-031-38165-2_42⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04465339

DOI: 10.1007/978-3-031-38165-2_42

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