SIMULAÇÃO COMPUTACIONAL NO SETOR JURÍDICO DE UMA IMOBILIÁRIA PARA AVALIAÇÃO DA CAPACIDADE OPERACIONAL

Abstract

This study evaluates the operational capacity of the legal department of a real estate company using Queueing Theory and computer simulation in the Arena software. Based on real data collected over 14 business days, the current system, composed of two attorneys, was modeled, revealing a high utilization rate, significant waiting times, and internal queue formation. Alternative scenarios showed that adding more attorneys reduces the average waiting time; however, it does not ensure ideal utilization levels (ρ ≤ 0.80). Financial analysis indicated that hiring additional attorneys results in an unfeasible payback, as the added monthly cost exceeds the efficiency gains generated by reduced waiting times. Process flow analysis also identified two redundant document-verification stages that increased variability and rework. Grounded in Lean Office principles, Quality Management and the Theory of Constraints, improvements such as mandatory checklists, standardized demand submission, and centralized triage are proposed, offering efficiency gains without increasing fixed costs. The study concludes that focusing on improving the operational workflow is more effective and economically sustainable than expanding the legal team.