Implementação do Lean Service na gestão de contratos terceirizados no IFSP Campus Campinas

Abstract

The management of outsourced service contracts in Higher Education Institutions (HEIs) is essential to ensure efficiency, transparency, and responsible use of public resources. In a context of high demand and regulatory complexity, this study aims to propose improvements in the internal processes of outsourced contract management at IFSP Campus Campinas, based on the principles and tools of Lean Service. A qualitative approach, exploratory and descriptive in nature, is adopted, combining a literature review and a case study approach with employees involved in the routines from the emergence of the demand to the planning and execution of the electronic bidding process. Lean Service is used as a central framework to identify and eliminate administrative waste, articulating tools such as Business Process Model and Notation (BPMN), Value Stream Mapping (VSM), Five Senses (5S), A3 and 5 Whys. The empirical procedure includes semi-structured interviews, document analysis, and direct observation of the work to describe the current flow, identify bottlenecks, rework, waiting times, and propose viable countermeasures. As a result, the study delivers a map of the current workflow and a design for the future workflow, standardized checklists and templates, and a roadmap for continuous improvement applicable to the campus environment, focusing on the robustness of bidding documents and the predictability of pre-bidding stages. The study's contribution not only suggests solutions but also delivers a viable intervention model for Public Administration, supported by the active participation of employees and organizational learning.