The Standardization of administrative processes: a case study using continuous improvement tool


  • Suzana Carla Nunes Lins Espíndola Universidade Federal de Pernambuco
  • André Philippi Gonzaga de Albuquerque Universidade Federal de Pernambuco
  • Larissa de Arruda Xavier Universidade Federal de Pernambuco
  • Fagner José Coutinho de Melo UFPE
  • Denise Dumke de Medeiros Universidade Federal de Pernambuco



Management, Production Management, Program Evaluation, Routing, Scheduling


Goal: The goal of this research is to propose a system for the implementation of the standardization of processes, and for their continuous improvement and optimization in the administrative area of companies.

Design / Methodology / Approach: A system for the implementation of process standardization was proposed and carried out through stages for structuring each process.

Results: It was noticed that although no ideal model can be deployed in all organizations, there is a real necessity for companies that need tools to be used and adapted to the needs of each company.

Limitations of the investigation: It is worth mentioning the fact that this work was elaborated considering the specificities of the company and that the planning for the implementation of the necessary changes was performed, observing the particularities of the company.

Practical implications: The study demonstrates that with an organizational restructuring of the company, it is possible to structure internal and external processes, thus creating a faster and more accurate flow of information between departments and allowing lean management by eliminating obsolete and unnecessary processes. Another practical implication observed is the creation, control, and monitoring of indicators to achieve the results of the projected processes, as well as checking of the evaluation of these processes that can be maintained or changed according to the company's strategic planning.

Originality / Value: This article contributes to the strengthening of strategic knowledge aimed at the standardization of administrative processes for the continuous improvement of quality in the services of retail companies and can be applied in companies from emerging countries.


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How to Cite

Espíndola, S. C. N. L., Albuquerque, A. P. G. de, Xavier, L. de A., Melo, F. J. C. de, & Medeiros, D. D. de. (2019). The Standardization of administrative processes: a case study using continuous improvement tool. Brazilian Journal of Operations & Production Management, 16(4), 706–723.

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