Padronização de processos em organizações públicas: mapeamento e modelagem de processos no setor de gestão administrativa e financeira - JP do Centro de Ciências Jurídicas da UFPB

• Ano de defesa: 2021
• Autor(a) principal: Oliveira, Jane Eyre Santos
• 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: Mapeamento de processos; Processos críticos; Matriz GUT; Conhecimento organizacional; Workflow mapping; Critical processes; Kepner-Tregoe matrix; Business process management notation; Organizational knowledge; CNPQ::CIENCIAS HUMANAS::EDUCACAO
• Link de acesso: https://repositorio.ufpb.br/jspui/handle/123456789/21941

Facing a challenging context, in which the resources are scarcer and with different demands from society, the Brazilian Public Administration continues to research alternatives that improve the provided services. Regarding these discussions, the literature about workflow mapping state that various public organizations have been adopting this management tool, allowing them to offer more efficient services to the society. Such workflow mapping makes possible to identify the workflow bottlenecks, enabling these organizations to adopt correction measures, improving their performance. Besides that, this management tool enables the uniformization of procedures and work routines, favors transparency, the sharing of information and the keeping of knowledge within the organizations. The present dissertation has as main objective the analyse of the critical workflow procedures within the SGAF-JP (the Administrative and Financial Management Department), situated at the Law Institute (CCJ) of UFPB (Federal University of Paraíba). To do so, we did an exploratory study with data collected through bibliographical and documental sources, and an additional focus group. Using the SIPOC (Supplier, Input, Process, Output, Costumer) tool, we investigated and identified all the department procedures, which totalized 25. Subsequentially, we organized a focus group with the employees that work in the department, and they selected 6 critical procedures using the Kepner-Tregoe Matrix. Such procedures were mapped and modelled using the Bizagi Modeler software, using the BPMN. After the modelling, the workflows were validated by the research subjects. Finally, a manual was produced, proposing standard executions for the mapped procedures. We also offered the publication of such manual, contributing to the institution's knowledge management. The development of such research allowed us to analyze the studied processes, enabling us to recommend specific actions — such as updating the statute of the organization, sharing the institutional materials produced to the trainings and courses provided by the UFPB, and the wide disclosure of the manual throughout the university. Such recommended actions aim to contribute to the potentialized results of the analyzed processes, making possible some improvement at the quality of provided services. We suggest that future studies may conclude the mapping of other processes within the SGAF-JP, following the priority order presented by the Kepner-Tregoe Matrix, as well as widening the research to other departments within the UFPB that may have similar processes. These studies may reveal more efficient ways to execute such processes. We also suggest the reproduction of the present research within other departments of the institution, in the hope it stimulates the creation of sectorial manuals. Other possibility of future studies may be the creation of indicators to evaluate the results obtained after the mapping, modelling and standardization of the workflow processes.