Application of Lean Office Concepts in the Management of Labor Grievances and Commercial Matters: A Case Study in a Retailers’ Network

Although Lean was developed for manufacturing, it was quickly expanded to other areas, thus resulting in Lean Office (LO), which can be defined as a system of standardized service operations. It consists of activities to generate value for the customer and am to meet their expectations of quality and price while focusing on intangibles. This study evaluated the applicability of LO concepts in the management of labor grievances and commercial matters in the legal department of a network of retailers. The data was collected through unstructured interviews, observations, and database analysis. The study was divided into diagnosis, application of Lean tools, and the implementation of indicators. As a result, the internal mapping was developed, and new flows were established, eliminating waste and activities that had not added value. Following the Lean philosophy, a new management system was defined and implemented, which increased processes efficiency and reduced the expenses in lawsuits.