Abstract
During the economic and financial crisis, private and public organizations were subject to a constant reduction in costs and resources. Public shared service models felt compelled to adopt the Lean methodology with the aim of reducing costs, reducing waste and increasing employee satisfaction with the provision of quality services. Against this background, this article aims to evaluate the impact of the implementation of Shared Services and the inherent benefits of lean management in the Military Store, Contact Center, Post Office and Internal Portal used by the Portuguese Air Force. Using a case study methodology, this study portrays the elimination of waste and the optimization of existing human and financial resources. After the implementation in 2015, it is still possible now to verify that there is some resistance to change, and the fact that we are dealing with a hierarchical organization justifies this disadvantage. The implementation and operation of all services in their entirety allowed the optimization of resources and the simplification of processes, resulting in the elimination of duplicate tasks.
Highlights
According to Radnor and Boaden [1], it is in the phases of economic crisis that organizations focus on making the most of existing resources, adopting methods and strategies that enable waste-free management with constant improvements [2,3]
The existence of organizational arrangements [8] allowed the aggregation of functions, of them end up allowing the existence and application of processes of continuous improvement, giving rise to the formation of the Military Store, the Contact Center, the Post Office and the adding value to the organization
The combination of all the models implemented resulted in an organizational restructuring that made it possible to boost the provision of services to the organization, enabling better management of resources
Summary
According to Radnor and Boaden [1], it is in the phases of economic crisis that organizations focus on making the most of existing resources, adopting methods and strategies that enable waste-free management with constant improvements [2,3]. [4,6,7,8]), with little attention paid to the public sector [9] This study addresses both gaps by exploring the user perspective of lean management and simoultaneaously analyzing this issue in a public sector organization, in a military organization. 59/2015 of General CEMFA, the Portuguese Air Force implemented Shared Services in Support across the entire organization, using Lean methodologies. In this way, the Military Store, the Contact-Center, the Post Office and the Portal-Internal/Self-Service were created. The constant development of the models implemented in the Portuguese Air Force, generating information that allows their continuous
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