Cunha, Alexandre Dias daCardoso, NunoGomes, Ana Margarida Telo Ferreira2014-03-142017-03-142013-06http://hdl.handle.net/10362/11625A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsIn turbulent business environments like we are assisting, business organizations need to embrace continuous improvement to maintain their competitiveness. The objective of this Work Project is to analyze and make suggestions to improve a sub-process of payments collection through bank transfer, which is one of the key processes in the Business Support Division of EDP SC. The lean approach model presented by Allway and Corbett (2002) was used to eliminate wasteful activities in service company. A tool that would help streamline this sub-process was suggested to be implemented in EDP SC. A substantial time reduction is expected to be obtained.engContinuous improvementOutsourcingLean approachService industrymaster thesis