Proposta de uma ferramenta para o gerenciamento da melhoria contínua de processos

Abstract

The objective of this dissertation was to propose, implement and validate a tool for managing continuous process improvement through integration of two well-known tools in the market, the Omega 8 Orca, aimed to assess the maturity of processes, and the BSC, as manager of the results, in order to give these organizations a more targeted tool for the Brazilian. From an integrated view of these methods was designed Iris - Manager of Organizational Process Maturity. In general, this tool proposes to assess the maturity levels of six strategic elements - top management commitment, organization and structure, training, performance indicators, customer relationship and integration of information system - representing the management structure of organizations, mapping the current levels of maturity and realizing the projected future levels, desired by companies. To address the gap between the company's current stages and the stages desired are proposed action plans, which designate what measures, should be taken to ensure that the objectives are achieved. To follow up the evolution of these maturity levels, it was proposed to use the method of measuring the BSC, which has its four perspectives linked to the strategic elements of the 8 Omega ORCA. Action research was chosen as the implementation methodology of this study, to propose a suitable method of preparation and implementation of organizational studies. Thus, this methodology allowed the study objectives were achieved in the implementation of the tool in the two selected companies. The development of the research took place in two stages to validate the proposed tool. In this study validated the phases of implementation, regarding the evaluation of the maturity of organizational processes. The validation step of measuring the evolution of the elements was not possible in this study because tracking the development of maturity of the companies’ demand more time than willing to complete this survey. However, the results of the three phases, related to the maturity of the companies studied were validated through interviews with their representatives, and the issues raised were arranged in a conceptual map, which summarizes the perceptions of companies about the proposed tool. The tool was considered an ally to the strategic decisions of firms and organizational development.