Implantação da gestão de processos organizacionais na Universidade Federal da Grande Dourados: uma proposta de modelo

Abstract

Processes are valuable for organizations once they are responsible for the delivery of products and services to their internal and external customers, which demonstrates the necessity of managers able to understand and coordinate processes, in order to make the available resources to be used the best way. The present study aimed mainly to propose a model for deployment of processes management at the Universidade Federal of Grande Dourados; one of the specific objectives validated this research in the Analysis Division. For this purpose, we opted by a qualitative and descriptive study. As a result, we proposed to the UFGD an ongoing management cycle, which is consisted by four steps: alignment with the organizational strategy, mapping, implementation and monitoring. We also indicated the training of servers in relation to the theme, as well as the creation of a unit responsible for working-out the process management, aiming the sustainability of this management. In the template’s implementation, it was noticeable in practice how the management of processes can contribute to the improvement of services rendered by UFGD. Among the benefits observed are the teamwork, better understanding of the responsibilities in the processes’ implementation, processes’ simplified view, actions’ standardization, processes’ continuous improvement and greater transparency. It is noted that the management of organizational processes contributed to the reach of a more efficient and more transparent public administration and, consequently, to the provision of a higher level service to customers/citizens, once this management model aims the continuous processes’ improvement and the scope of the purpose and goals established by the organization.