Mapeo de procesos: un estudio de caso en el sector contractual de la Defensoría Pública en el estado de Amazonas
Resumen
El objetivo del estudio fue analizar, desde la perspectiva de la gestión de procesos, los cuellos de botella en los contratos de arrendamiento en la Defensoría Pública del Estado de Amazonas. Consiste en un estudio de caso aplicado, con un enfoque cualitativo descriptivo, utilizando como metodología rectora la Gestión de Procesos de Negocio (BPM) y la herramienta de calidad 5W1H para sugerir mejoras en los procesos. Los resultados identificaron como principales cuellos de botella la falta de desarrollo de procedimientos y diagramas de flujo, la ausencia de un cronograma para la apertura de sucursales, la baja sinergia y comunicación entre los empleados, así como la falta de roles claros para los responsables de los procesos. Se considera que a través del mapeo de procesos e identificación de cuellos de botella, fue posible proponer las siguientes acciones para asegurar la mejora continua del proceso: desarrollo de procedimientos y flujos, investigación de clima organizacional, reuniones para entender las demandas departamentales y la creación de una apertura. cronograma de procesos y alineación de plazos.
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Citas
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[2] BRANCO, G.M.; BRODBECK, A. F.; TORRES, I. S. Structuring the Procurement Process in Government Organizations: The Case of a Federal Higher Education Institution. In: INFORMATION AND COMMUNICATION TECHNOLOGY WORKSHOP OF THE FEDERAL INSTITUTIONS OF HIGHER EDUCATION, 07, 2013, João Pessoa. Proceedings... João Pessoa, 2013.
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[13] SILVA, Ana Karoline da; GUEDES, Eduardo Emanuel Vieira. CONTROL OF REWORK INDEX: A Case Study in an Automotive Company. 2019.
[14] ZABJEK, D.; KOVACIC, A; STEMBERGER, M. I. The Influence of Business Process Management and Some Other Critical Success Factors on Successful ERP Implementation. Business Process Management Journal, v. 15, pp. 588-608, 2009.
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[16] PAVANI JUNIOR, Orlando; SCUCUGLIA, Rafael. Mapping and Management by Processes – BPM. São Paulo: M. Books, 2011.
[17] MOREIRA, Elzeni Alves. Management and Mapping of Processes in Public Institutions: A Case Study in the Personnel Administration Directorate of the Federal University of Rio Grande do Norte. 2016. 106f. Dissertation - Federal University of Rio Grande do Norte. Natal, 2016.
[18] DE MELO, A. E. N. S. Application of Process Mapping and Simulation in the Development of Productive Process Projects. Itajubá: UNIFEI, 2008.
[19] Sganderla, M. A., & Lacerda, G. S. MELHORANDO A GERÊNCIA E A CONSTRUÇÃO DE SOFTWARE COM METODOLOGIAS ÁGEIS.
[20] AGUIAR, Wellington Sousa; DAMASCENO, Mariana; MELO, Francisco. Evaluation of Free BPMN Softwares for Process Mapping. In: NATIONAL CONGRESS OF EXCELLENCE IN MANAGEMENT. 12th, Sept 29-30, 2016. Rio de Janeiro. Proceedings... Rio de Janeiro: INOVARSE, 2016.
[21] CARPINETTI, L. C. R. Proposal of a Conceptual Model for the Deployment of Strategic Improvements. Management & Production, v. 7, no. 1, pp. 29-42, 2000.
[22] PONTES, H. L. J; et al. (2005). Improvement in the Productive System of a Coffee Factory: A Case Study. In Production Engineering Symposium, 12, Bauru. Proceedings. São Paulo: SIMPEP, 2005.
[23] Almeida, D., Machado, D., Andrade, J. C., Mendo, S., Gomes, A. M., & Freitas, A. C. (2020). Evolving trends in next-generation probiotics: a 5W1H perspective. Critical reviews in food science and nutrition, 60(11), 1783-1796.
[24] BRUYNE, P. D., HERMAN, J., & SCHOUTHEETE, M. (1991). Dinâmica da pesquisa em ciências: os polos da prática metodologia. Rio de Janeiro: F. Alves.
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[26] GISSONI, L. R. D. M. (2016). Implantação de mapeamento de processos de trabalho no Setor de Transporte de uma instituição federal de ensino.
[27] CAMPOS, Vicente Falconi. Total Quality: Standardization of Companies. Belo Horizonte: EDG, 1999.
[2] BRANCO, G.M.; BRODBECK, A. F.; TORRES, I. S. Structuring the Procurement Process in Government Organizations: The Case of a Federal Higher Education Institution. In: INFORMATION AND COMMUNICATION TECHNOLOGY WORKSHOP OF THE FEDERAL INSTITUTIONS OF HIGHER EDUCATION, 07, 2013, João Pessoa. Proceedings... João Pessoa, 2013.
[3] GONÇALVES, José Ernesto Lima. Companies are Large Collections of Processes. Business Administration Review, v. 40, no. 1, pp. 6-9, 2000.
[4] THIOLLENT, M. Action Research Methodology. São Paulo: Saraiva, 2009.
[5] GIL, Antonio Carlos. How to Develop Research Projects. 5th Ed. São Paulo: Atlas, 2008
[6] LAKATOS, Eva Maria; MARCONI, Marina de Andrade. Fundamentals of Scientific Methodology. 7th ed. São Paulo: Atlas, 2010.
[7] YIN, Robert K. Case Study: Planning and Methods. Porto Alegre: Bookman, 2001.
[8] FNQ – NATIONAL QUALITY FOUNDATION. Introduction to the Management Excellence Model – MEG®. São Paulo: National Quality Foundation, 2008.
[9] PALMEIRA, Andressa Fernandes. Proposal for a Procedures Manual for Payment of Student Aids at the Federal University of Espírito Santo. Dissertation. (Professional Master in Public Management) - Federal University of Espírito Santo. Vitória, p.99, 2016.
[10] SHARP, A.; MCDERMOTT, P. Workflow Modeling: Tools for Process Improvement and Application Development, Second Edition. 2009.
[11] ABPMP, Brazil. Guide to Business Process Management - BPM CBOK, v. 3, 2013.
[12] DAMÉLIO, R. (2011) The Basics of Process Mapping, 2nd Edition, ISBN10:1363273764, CRC Press.
[13] SILVA, Ana Karoline da; GUEDES, Eduardo Emanuel Vieira. CONTROL OF REWORK INDEX: A Case Study in an Automotive Company. 2019.
[14] ZABJEK, D.; KOVACIC, A; STEMBERGER, M. I. The Influence of Business Process Management and Some Other Critical Success Factors on Successful ERP Implementation. Business Process Management Journal, v. 15, pp. 588-608, 2009.
[15] RIZZETTI, Daniele Medianeira. Standardization of Processes and Routines of the Payment System Control and Maintenance Core. 2014. 160f. Dissertation. (Professional Master in Public Organizations Management) - Federal University of Santa Maria, RS. 2014.
[16] PAVANI JUNIOR, Orlando; SCUCUGLIA, Rafael. Mapping and Management by Processes – BPM. São Paulo: M. Books, 2011.
[17] MOREIRA, Elzeni Alves. Management and Mapping of Processes in Public Institutions: A Case Study in the Personnel Administration Directorate of the Federal University of Rio Grande do Norte. 2016. 106f. Dissertation - Federal University of Rio Grande do Norte. Natal, 2016.
[18] DE MELO, A. E. N. S. Application of Process Mapping and Simulation in the Development of Productive Process Projects. Itajubá: UNIFEI, 2008.
[19] Sganderla, M. A., & Lacerda, G. S. MELHORANDO A GERÊNCIA E A CONSTRUÇÃO DE SOFTWARE COM METODOLOGIAS ÁGEIS.
[20] AGUIAR, Wellington Sousa; DAMASCENO, Mariana; MELO, Francisco. Evaluation of Free BPMN Softwares for Process Mapping. In: NATIONAL CONGRESS OF EXCELLENCE IN MANAGEMENT. 12th, Sept 29-30, 2016. Rio de Janeiro. Proceedings... Rio de Janeiro: INOVARSE, 2016.
[21] CARPINETTI, L. C. R. Proposal of a Conceptual Model for the Deployment of Strategic Improvements. Management & Production, v. 7, no. 1, pp. 29-42, 2000.
[22] PONTES, H. L. J; et al. (2005). Improvement in the Productive System of a Coffee Factory: A Case Study. In Production Engineering Symposium, 12, Bauru. Proceedings. São Paulo: SIMPEP, 2005.
[23] Almeida, D., Machado, D., Andrade, J. C., Mendo, S., Gomes, A. M., & Freitas, A. C. (2020). Evolving trends in next-generation probiotics: a 5W1H perspective. Critical reviews in food science and nutrition, 60(11), 1783-1796.
[24] BRUYNE, P. D., HERMAN, J., & SCHOUTHEETE, M. (1991). Dinâmica da pesquisa em ciências: os polos da prática metodologia. Rio de Janeiro: F. Alves.
[25] CHAVES, Gustavo Henrique Pessoa. Process Management and Gespública: Approaches for Managing a Stricto Sensu Postgraduate Program at UFG. 2016. 101f. Dissertation. (Master in Public Administration- PROFIAP) - Federal University of Goiás. Goiânia, 2016.
[26] GISSONI, L. R. D. M. (2016). Implantação de mapeamento de processos de trabalho no Setor de Transporte de uma instituição federal de ensino.
[27] CAMPOS, Vicente Falconi. Total Quality: Standardization of Companies. Belo Horizonte: EDG, 1999.
Publicado
2023-12-30
Cómo citar
Nascimento, R., Teixeira, E., Lima, O., Maduro, M., & Silva, V. (2023). Mapeo de procesos: un estudio de caso en el sector contractual de la Defensoría Pública en el estado de Amazonas. ITEGAM-JETIA, 9(44), 54-62. https://doi.org/10.5935/jetia.v9i44.1012
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