Lean concepts were usually focused exclusively on the manufacturing areas, leaving aside administrative areas. However intense competition has led many organizations to begin to realize that these concepts would also be beneficial to competition with the implementation of lean thinking in their offices. This study addresses the Lean Office theme, a derivation of Lean Manufacturing. The vision of the Lean concept of identifying and eliminating wastes enables improvements in the flow of service call handling at a manufacturing plant in the Manaus Industrial Pole - PIM, using the concepts that were initially developed for manufacturing, making adaptations to the administrative areas, preserving the essence of the concept and applying lean thinking to improve the flow of care. For analysis of the current state through Value Stream Mapping -VSM, timing and 5S Concept.