Gestão de processos institucionais: manual de práticas e processos de uma secretaria de pós-graduação
The current public organizations are demanding agile services, quality and appropriate to social needs. This entanglement entails the concern in relation to the improvement of processes, performance improvement and demonstration of transparency in their activities, as occurs within the Federal Un...
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| Formato: | Dissertação |
| Idioma: | pt_BR |
| Publicado em: |
Universidade Federal do Rio Grande do Norte
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| Assuntos: | |
| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/53145 |
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| Resumo: | The current public organizations are demanding agile services, quality and
appropriate to social needs. This entanglement entails the concern in relation to the
improvement of processes, performance improvement and demonstration of
transparency in their activities, as occurs within the Federal University of Rio Grande
do Norte (UFRN), object of this study, since it makes efforts in order to follow the new
management approaches and administrative practices in order to improve them
through better structuring and integration of processes. However, some sectors have
not yet molded themselves to this conjuncture, remaining with traditional and
bureaucratic procedures. In the Secretariat of the Postgraduate Program in Urban
and Regional Studies (PPEUR), locus of this research, the absence of explicit and
standardized processes causes difficulties in the execution of activities, unnecessary
actions and rework. In this sense, the study aimed to identify how the processes that
make up the scope of activities of this sector are conducted and how they can be
systematized and grouped in order to promote standardization, transparency and
efficiency. To this end, exploratory, descriptive, and qualitative research was carried
out. As instruments of data collection, we used a bibliographic and documental
research and interviews, applied through a semi-structured script. The research was
operationalized in five distinct stages. The first stage involved the identification and
survey of process data, with the help of SIPOC, totaling 29 processes. In the second,
the processes were modeled using the BPMN notation and Bizagi software. The third
involved the validation of the processes. In the fourth, the manual was elaborated.
Finally, in the fifth stage, the functional issues were reviewed and approved. It is
believed that the compilation of the results of this research in a manual can
contribute to a better understanding of the sector's activities, minimizing mistakes
and rework, improving the quality of the services provided and the professional life of
the employee, as well as promoting the sharing and retention of organizational knowledge. |
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