Criteria for identifying critical processes in innovation projects lean office

Abstract

pplying the principles of Lean Office in service organizations apre-sit some difficulties relating to the need to adapt the Tools Lean administrative proceedings. One of the main difficulties is to define the critical processes, since most of these processes does not have performance indicators to compare results and set priorities. This paper proposes the use of certain metrics to help identify critical processes and presents a case study in which metrics es-tas were applied to enable the identification, prioritization and counter-ment of critical processes