Analysis of the Implementation of a Lean Service in a Shared Service Center: A Study of Stability and Capacity

Stability and capacity study can be considered as an initial tool proposed in the literature when beginning an optimization process via the lean approach. The challenge is to develop metrics specific for each process. The purpose of this paper is to develop a detailed analysis of the indicators for the process of lean implementation in a shared service center (SSC). The lean approach may increase the level of excellence in the SSC, and a study of stability and capacity is used to verify if this goal is reached. The method consideres the development of metrics along with the employees of the company studied. Twelve indicators that reflected the current situation of the processes are defined, based on the 6M tool (manpower, methods, materials, machines, measure, and management), and, from these indicators, five have not been mentioned before in the analyzed literature. The result of the application indicates that even a process that is part of a mature SSC may present several improvement opportunities and be closer to its level of excellence through the joint use of lean and SSC.