LEAN OFFICE IN THE BRAZILIAN ARMY

In the matrix approach to organizational structures and processes, research on the applicability of Lean Office and Value Stream Management is beginning to emerge, becoming increasingly frequent in studies regarding process management. The aim of this article is to analyze the process of managing the referral forms issued by the Salvador General Hospital, from the perspective of Lean Office and Value Stream Management, and to propose improvements. This is an exploratory study, carried out by means of a case study, with a qualitative approach. The data was collected through interviews, observation and document research, using interpretative analysis as a technique. The results demonstrate that mapping and analyzing the current state of a process, in the light of Value Stream Management, allowed the diagnosis of the performance of the activities that comprise it throughout its administrative chain. Furthermore, the elaboration of process improvement proposals, from the perspective of Lean Office and Value Stream Management, implemented with the presentation of the following proposals, allows a process to have a high level of efficiency. It is concluded that, applying Lean Office in the process of managing forwarding guides, through the implementation of the proposed stages of value stream management, its performance can be improved, due to a 75% reduction in waiting times between the various activities involved, which implies a 66% reduction in the lead time of the process and a significant increase in the rate of added value for the benefit of the clients involved, the Civil Health Organizations/Autonomous Health Professionals and the users.