Gestão de processos - uma proposta de implementação de melhorias em uma instituição federal de ensino superior

Abstract

For organizational development it is fundamental that organizations realize the improvement of their internal processes. These permeate countless areas and make up the main tripod for the performance of any institution, added to people and technology. In this regard, process management allows organizations to restructure their work systems with the objective of achieving an improvement in their results, making use of the organizational resources in an efficient way and propitiating the maximization of the value delivered to the client. The present study has as general objective to propose improvements in the administrative processes of the direction of the Institute of Applied Social Sciences of a federal and public university from the Mapping and Management by Processes. The investigation developed and presented was based on the research of a qualitative nature, recognized as a case study. The research was conducted through individual interviews as well as consultations with institutional documents. The data, from the interviews were treated qualitatively, using a technique of content analysis. The results of this research allowed the alignment of the processes in the institute's administrative routine, obtained through the survey and redesign of the processes and by the development and implementation of process management model focused on the simplification and rationalization of them. The realization of the research brought more celerity to the institute's direction, reducing the time necessary to execute an administrative process; it also provided more organization and standardization for the processes and procedures of the daily and monthly routine; finished with the practice of rework and provided training to the administrative servers.