Implantação do mapeamento de processos utilizando a metodologia BPM na central de relacionamento do IFMS - Câmpus Nova Andradina

Abstract

Studying processes is a viable way to find anomalies and opportunities for improvement for organizations. The objective of the present work is to identify process improvements by mapping the activities in the Relationship Center (CEREL), east sector of the Federal Institute of Education, Science and Technology of Mato Grosso do Sul (IFMS) Campus of Nova Andradina. The identification of the improvements was made through the BPM (Business Process Management) methodology, using the process mapping through Bizagi Process Modeler software. Presenting the definitions about management in public administration, through a conceptual approach on process management, BPM methodology and process mapping. Developed through exploratory research, documentary, bibliographical and applied research as a methodological tool for surveying the activities and processes of this sector and qualitative for data analysis. Subsequently, the GUT Matrix (Severity, Urgency and Trend) was applied to identify the critical activities that needed mapping with priority. And the creation of process maps, aiming at gaining performance and global vision of activities. At the end of the work it was concluded that the process mapping can contribute to the analyzed sector, through the identification and better visualization of the processes, thus allowing the identification of failures, the elaboration of corrective solutions, besides allowing a better control over the activities the quality of the services provided by the said sector. The present work has contributed to the analyzed sector, providing a better use of the time in relevant activities and helping in the training and the dissemination of knowledge to the new servers.