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The present work proposes the quantitative analysis of the consumption journey present in the public service rendering through a mathematical model of lean consumption, taking as a case study the DETRAN RJ vehicular inspection process. Given the data generated by the model, the work was directed to the proposition of improvements. The field study showed a 2h 07 min journey to complete the procedure. Based on the assumptions advocated by lean thinking and concepts of value and waste, a reformulation was proposed to offer potential improvements to the consumer experience. The results suggest a 65% reduction in the process steps, a 95% reduction in waste generated and a 54% increase in consumer value added. These values show how such an approach can be useful for improving overall consumer processes.

MODELAGEM MATEMÁTICA DE UM PROCESSO DE CONSUMO: O CASO ILUSTRATIVO DE UMA VISTORIA VEICULAR