masterThesis
Business Process Management (BPM): framework com diretrizes para sua implementação em universidades públicas federais
Fecha
2017-03-13Registro en:
REGO JÚNIOR, Raimundo Alberto. Business Process Management (BPM): framework com diretrizes para sua implementação em universidades públicas federais. 2017. 128f. Dissertação (Mestrado em Engenharia de Produção) - Centro de Tecnologia, Universidade Federal do Rio Grande do Norte, Natal, 2017.
Autor
Rego Júnior, Raimundo Alberto
Resumen
The adoption of business process management (BPM) by private companies has the main benefits of optimizing their resources without achieving their goals. This dissertation aims to propose a framework with guidelines for the implementation and operationalization of the BPM principles that aim at a process management in federal public universities. For the development of this dissertation, was carried out a traditional bibliografic review on the topics process office and organizational improvement, then a systematic bibliographic review on the theme business process management. In the field research was conducted in a case study at the Federal University of Rio Grande do Norte with a focus group session eith tem specialists dealing with process in public sector in order to validate the constraints and necessary elements of BPM in this implementation. As a result, we presente a BPM framework that includes the elements for its implementation in the University. These are: (catalytic benefits) – participative management, focus on results, planning at the three strategic levels, tactical and operational, knowledge management, better organization of documentation and availbility for control and audit, (benefits results) – optimization of processes, greater transparency in processes, integration among sectors, employee satisfaction and internal costumers; (difficulties) – lack of awareness of high administration, lack of integration between the processes, the necessity of commitment of the IT infrastructure, dimensioning of people and other resources; (organization for implementation) – process office, identification and elaboration of a risk plan, definition of responsabilities, process mnagement, mapping and global standartization of processes, suitability of some processes, motivational elements for server adherence; (characteristics) – systematic view of processes, non-value and non-customer focus and multidisplinarity.