Mapeamento e modelagem de processos como ferramentas de melhoria da gestão na Universidade Federal do Recôncavo da Bahia

Abstract

This work has as its main theme the improvement of public management based on process improvement through mapping and modeling. Thus, we present a theoretical framework that runs through the history of process management, its fundamental concept based on studies of Business Process Management Business Process Management (BPM) and the application of such an approach in the Brazilian public space, especially in actions developed by the National Program of bureaucratization and Public Management - Gespública, coordinated by the Secretariat of the Ministry of Planning Management and Budget (MOP). We tried to demonstrate how to characterize the mapping initiatives and process modeling at the Federal University of Bahia Recôncavo (UFRB) and how such experiences can guide the establishment of new management improvement strategies through processes. For the delimitation of the subject to the research locus in UFRB were conducted reviews of the previous experiences of UFRB involving process management (Gespública and implementation of Integrated Management Systems-GIS) and was conducted mapping and modeling 5 Center processes Environmental Agronomy (Ccaab), obtaining as products diagnoses of experiences and processes mapped and modeled in the form of process design developed in Bizagi software, following the standard BPMN notation. The study has a qualitative methodology, where through the use of questionnaires and semi-structured interviews to a universe composed of active servers in the aforementioned experiments, as well as mapping and modeling of in situ processes, was fulfilled the goals, which concluded that process management is feasible in UFRB while continuous improvement of vehicle management, provided there facing the inhibiting factors raised in the survey, particularly with constant support from top management, investment in training and awareness to promote the practice of excellence in processes, encouraging the restoration of the working group for joining the Gespública and wider dissemination of successful results in process management initiatives, so that the low level of commitment of the servers and the lack of systemic view of the processes are compensated through mapping, modeling and publishing process flows developed by own servers and applied in practice management. Given this, and especially based on the result of the field research, we present some propositions of structural actions to the management of UFRB in order to ensure the success of this new organization management improvement initiatives based on management-driven processes to citizen satisfaction.