Análise dos processos de negócio de uma empresa de pequeno porte do setor da construção civil por meio da gestão matricial integrada: um estudo de caso

Abstract

The Management for Business Process or BPM (Business Process Management) is a sequence of activities to be performed transform inputs into results with added value. Through a disciplined approach seeks to identify, map, implement, document, measure, monitor and improve the production cycle of an organization. quality management strategies are usually applied to support the process and product development (PDP), among them: the tools QFD (Quality Function Deployment) and FMEA (Failure Mode and Effect Analysis). However, by having different approaches, these two methods are usually applied separately intersection and uncorrelated results. This paper aims to integrate the views of meeting customer needs (QFD) and product reliability (FMEA) analyzing, through a case study, two business processes of a small company in the construction sector civil. And, from this analysis, propose a practical matrix display and easy to see that structure and analyze not only the products as customarily management analyzes are applied, but an organization's business procedures.