Lean thinking em serviços

: caso do back-office no Millennium BCP

Abstract

The lean approach intends to increase the value proposition through improvements in cost reduction, with a focus on reducing waste, while increasing the quality and the level of service to the client. This study is concerned with the applicability of lean banking, specifically in back-office, a distinctly bureaucratic context. It is important to deepen this theme considering that research into the implementation in these contexts is poorly developed. Is based on an internship experience, dedicated to processes’ analysis, in the end of 2014 at Millennium BCP. The research strategy used is action research that advocates the creation of scientific knowledge and guiding the resolution of problems in organizations. Limited by the sample size, the findings are of exploratory nature. According to the results, there is apparent waste, mainly automatic absence and excessive complexity (about 75% of inefficiencies) and most of the proposed solutions are internal. In evaluating the results, benefits in terms of response flexibility should be taken into account in addition to productivity gains. It follows that the lean approach seems appropriate to reduce (and ideally eliminate) wastes and that the listed interventions are appropriate. The need to focus on the relationship between departments and with organization’s exterior (customers and suppliers) proved to be critical: in all cases examined, this topic has revealed opportunities for improvement. This may be symptomatic of a markedly functional and hierarchical structure. It is hoped that this study contribute to enrich the existing literature in the back-office and banking contexts and to serve as the basis for companies that want to implement lean, or feel the need to reassess the way they do so.

Date of Award	2015
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rita Moura Bastos de Almeida Ribeiro (Supervisor)