ABSTRACT
This chapter presents some of the most common challenges, difficulties, common myths and issues of implementation for the application of the Lean and Digitize method in services. In manufacturing organizations, there is a long tradition of using quality methodologies and tools to improve the effectiveness, efficiency and economics of the business. On the other hand, they might not be effective, efficient and economical and should therefore be a primary target for process improvement. The project redesigned and optimized both administrative processes and Information and Communication Technologies (ICT) applications, making it was to perform the activities based on the new model of back office processes. The team redesigns the processes following the Lean thinking principles. This results in a simplification of the processes, streamlining of the reporting, standardization of procedures and better demand management. Each administrative centre interfaces with the branches through the electronic transmission of documents via a scanner.
