The Portuguese business structure is mainly made up of micro, small and medium-sized companies, which do not always have the physical, material and human resources to develop their operational processes most sustainably. These companies represent a source of employment for a
large number of workers. The main objectives of this work are to highlight the importance of using the Balanced Scorecard instrument and SIPOC, communicated through Visual Management, as tools for improving the work process in an SME in the transport sector. The methodology is of the case study type, with participant observation. As the main result of implementing these tools, there was an improvement in several internal processes inherent to the development of its activity, systematizing and developing various actions within the scope of its operational activity. These changes are related, to a large extent, to the computerization of some processes, particularly those relating to the control of the
fleet, loads and trips, which were carried out manually and are now carried out in a computerized way, which have made themselves felt improving the well-being of workers, essentially top management.
