Análise e melhoria dos processos de trabalho do psicólogo na assistência estudantil

• Ano de defesa: 2020
• Autor(a) principal: Chaves, Jussara de Lourdes Ferreira
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal da Paraíba; Brasil; Educação; Programa de Pós-Graduação em Mestrado em Gestão de Organizações Aprendentes; UFPB
• Palavras-chave em Português: Psicólogo; Assistência estudantil; Gestão de processos; Psychologist; Student assistance; Process management; CNPQ::CIENCIAS HUMANAS::EDUCACAO
• Link de acesso: https://repositorio.ufpb.br/jspui/handle/123456789/20358

Business Process Management has been applied in the different agencies, in view of its advantages in improvements for the organization and for the operationalization of services, maintaining what is necessary for the functioning of workflows. The Student Support Coordination, of the Technical School of Health (ETS) at UFPB, does not have its work processes defined, making its activities unsafe for everyone involved, whether professionals or students, and sometimes disconnected, preventing a execution aligned for purposes specific to the field of Student Assistance, reflecting the inadequate execution of the actions recommended by Resolution CONSEPE / UFPB nº 38/2018, which deals with the Student Assistance Policy of ETS. This Conclusive Technical Report aims to analyze the workflows in which the Psychologist is directly involved in Student Assistance. The Individual and Team Service Processes and the Student Accompaniment Process do not have a defined structure, being carried out according to the possibilities at the time they occur. To this end, the processes were initially modeled and described using Bizagi Modeler, according to BPMN and SIPOC. Two qualitative analyzes were carried out, the adapted ISO/TR 26122 questionnaire and Root Cause Analysis with the Tree Diagram. ISO/TR 26122 indicated the joining of Student Service Processes (Individual and in Team) and the inclusion of activities as process requirements, compliance with the laws of the Class Councils, with the appropriate records of attendance, the definition of responsibilities in multiprofessional processes and the transformation into formal processes, avoiding variations and providing data production. The Root Cause analysis with the Tree Diagram indicated that there are two ways to solve the problem of the lack of formal process, one being the legal support for the regulation of the processes and the other the creation of a field in SIGAA for the operationalization of the processes. The results proposed by the Technical Report indicate that the implementation of the improvements is only the beginning of the formalizations, and it is still necessary to develop the field of SIGAA and the regulations necessary for the execution of these in future studies.