Aplicação de princípios do pensamento enxuto no processo de envio e devolução de correspondências em um banco privado

The success obtained by the Toyota Company in implementing the Toyota Production System was a global case of study that generated different new approaches, such as Lean Thinking. This approach was already successfully applied to various sectors, breeding methodologies as Lean Service, Lean Office or Lean IT. In this paper, the main concepts of Lean Thinking were applied in an information flow through an action research, more specifically in the sending and return of mailing process from a bank. The objectives were to create changes that led to the decrease of the mail returning indexes and ultimately to cost reduction and waste elimination. For this purpose the actual situation was mapped, and after data collection and analysis, a future proposed state was generated for the information flow. Alongside, indicators were conceived for managing process control and a set of implemented and proposed improvements were delivered. The applied Lean Thinking concepts were considered efficient for the application, and the proposed objectives were achieved