Purpose The purpose of this paper is to analyse how Lean office planning and implementation take place in a Brazilian regulatory agency and to investigate the adjustments needed for its implementation. Design/methodology/approach A longitudinal case study was conducted. Interview was the main source of evidence. Between September and October 2012, data about the planning phase were collected; between April and May 2015, Lean office implementation was investigated. Altogether, five employees of the agency were interviewed. Findings The agency assumed its mission as value for the user, establishing control process, evaluating and improving processes to achieve perfection and recognising its weakness in a continuous improvement culture. Planning and implementation of Lean office in the regulatory agency followed the main recommendations in the literature. However, adjustments were necessary in accordance with the particularities of the public institution. Research limitations/implications Owing to the nature of this study, no generalisation was possible. Moreover, interviews with managers were about both Lean planning, which has taken place in the past, and Lean implementing, which is still running; thus, some information may be abstruse. Practical implications It was possible to list the main adjustments needed for planning and implementing the Lean office in the public agency and some are applicable for other public administration bodies. Originality/value Lean office studies are mainly related to private organizations, but this paper demonstrates that their fundamentals are preserved in public service, and thus it proved that Lean thinking may be applied to the public administration. It also raised a series of questions for future studies.

This study aimed to describe the adoption process in light of the diffusion of innovations and technologies of the management system enterprise resource planning in a non-profit organization, considering inhibiting and facilitating factors of this process and innovations or arising benefits. A descriptive qualitative approach was conducted through a case study. Triangulation of researchers was used in the content analysis of the empirical evidences obtained through 17 structured interviews. It was concluded with this study that the facilitating factors outweigh the inhibiting factors of the adoption of the system. With regard to innovations arising from the adoption of this technology, it was found that there were process and administrative innovations through the implementation of new processes, practices and structural organization, which resulted in the effective reach of the organization's objective, with respect to the compliance for business customers which had as goal to adjust themselves to the standards of minimum quotas for hiring young apprentices.

This paper proposes a theoretical framework for the study of the diffusion of ICT in management and assistance services in healthcare and empirically verifies its applicability in studying adoption of technology in this area. There was a review of literature in the period 2004-2014. Based on this framework, the researchers verified empirically the applicability of organizational drivers proposed in the prior conditions, through a case study conducted by interviews with 13 managers of a Brazilian public hospital that is adopting a nursing prescription module. Through the content analysis, eight organizational drivers of the technology adoption were confirmed. For future research, it is relevant to verify the applicability of the organizational and individual drivers in the other phases of the framework organized according to Rogers (1983), as well as in the prior conditions, either by new case studies or by developing quantitative research instruments about the management process of technology adoption in organizations.

This study aimed to describe the adoption process in light of the diffusion of innovations and technologies of the management system Enterprise Resource Planning (ERP) in a non-profit organization, considering inhibiting and facilitating factors of this process and innovations or arising benefits. A descriptive qualitative approach was conducted through a Case Study. Triangulation of researchers was used in the content analysis of the empirical evidences obtained through 17 structured interviews. It was concluded with this study that the facilitating factors outweigh the inhibiting factors of the adoption of the system. With regard to innovations arising from the adoption of this technology, it was found that there were process and administrative innovations through the implementation of new processes, practices and structural organization, which resulted in the effective reach of the organization's objective, with respect to the compliance for business customers which had as goal to adjust themselves to the standards of minimum quotas for hiring young apprentices.

Este estudio investiga la actitud de los usuarios en relación con el Sistema Electrónico de Información (SEI), aprobado por el Ministerio de Justicia (MJ) de Brasil, basado en la tecnología de las dimensiones de adopción de acuerdo con Moore y Benbasat (1991). Fueron aplicados cuestionarios entre los usuarios de SEI (N = 208), incluyendo la verificación de validez de la escala mediante análisis factorial exploratorio. Como resultado, se encontró que: existe confiabilidad de las mediciones y los elementos de las dimensiones de ventaja relativa y compatibilidad se incluyeron un solo factor; hay actitud favorable a SEI; grupos de usuarios utilizando el SEI hace más tiempo diferían en relación a los principiantes en ventaja relativa, compatibilidad y capacidad de prueba del sistema; las personas mayores aprecian la facilidad de uso y la capacidad de prueba, mientras que los más jóvenes aprecian la demostrabilidad de resultados. El estudio recomienda reflexiones sobre las variables de ventaja relativa, mediante la incorporación de otro factor, y también sobre nuevas aplicaciones del instrumento en otros organismos públicos adoptantes del SEI.Palabras clave: evaluación tecnológica -usuario, tecnología de la información, modernización administrativa, administración pública -estudio de caso Adoption of Electronic Information System (SEI) by the Ministry of Justice: An assessment in the user perspectiveThis study investigate the attitude of users regarding the Electronic Information System (SEI), adopted by the Ministry of Justice (MJ) of Brazil, based on technology adoption dimensions according to Moore and Benbasat (1991). Questionnaires were applied among users of SEI (N=208), including verification of scale validity evidences by exploratory factor analysis. The results include: the reliability of the factors and the items of the dimensions of relative advantage and compatibility merged in only one factor; there is favorable attitude toward the SEI; user groups using the SEI for a longer period differ in relation to beginners, regarding relative advantage, compatibility and trialability of the system; older people valued ease of use and trialability, while younger ones valued result demonstrability. The study recommends reflections concerning to relative advantage variable, which incorporated other factor, and also indicates new applications of the instrument in other public organizations that adopt SEI.

The promotion of BPM in a closed private pension entity La promoción de BPM en una entidad cerrada de previsión privadaThe current organizational context requires business process improvement as something necessary for their competitiveness. Thus, BPM as management philosophy assumes importance in this context. Based on the reduced amount of articles about BPM applied to the financial sector, the objective of this study is to describe the promotion of BPM in a closed private pension entity. The results based on the case show how BPM is promoted in this sector, some difficulties arising from the change, and the relationship between BPM tasks (considering its importance and development) and lifecycle of BPM.A promoção da BPM em uma entidade fechada de previdência privada O atual contexto organizacional exige das empresas a melhoria de processos como algo necessário à sua competitividade. Assim, a BPM, como filosofia de gestão, assume importância, neste contexto. Com base na reduzida quantidade de artigos sobre BPM aplicada ao setor financeiro, o objetivo deste estudo é descrever a promoção da BPM em uma entidade fechada de previdência privada. Os resultados baseados no caso mostram como a BPM é promovida neste setor, algumas dificuldades provenientes da mudança, e a relação entre tarefas da BPM, visto sua importância e desenvolvimento, e o ciclo de vida da BPM.autores El contexto organizacional actual requiere una mejora de procesos de negocio como algo necesario para su competitividad. Así, BPM como filosofía de gestión, asume importancia en este contexto. En base a la cantidad reducida de artículos sobre BPM aplicado al sector financiero, el objetivo de este estudio es describir la promoción de BPM en una entidad cerrada de previsión privada. Los resultados basados en el caso muestran cómo BPM