Gestão de processos: estudo de caso em uma filial de laboratório de análise de solos

Abstract

This study aimed to analyze the administrative processes of registration and shipment of soil samples at the Dourados branch of a soil analysis laboratory, identifying operational bottlenecks and proposing improvements based on the principles of Business Process Management (BPM), process mapping, and Lean Office. The research is characterized as a qualitative case study conducted through direct observation, semi-structured interviews, and document analysis. The results revealed problems related to the lack of standardization in registration procedures, dependence on the headquarters for approvals, rework, communication failures, and the absence of integrated systems. The application of Lean Office principles enabled the identification of waste associated with waiting time, rework, overprocessing, and excessive bureaucracy. As an improvement proposal, an optimized process flow (TO-BE) was developed, including process standardization, systems integration, automation of activities, and the creation of Standard Operating Procedures (SOPs). The study concludes that the integrated application of process management tools can contribute to reducing bottlenecks, increasing operational efficiency, and improving the quality of services provided by the laboratory.