Process mapping: A case study in the contract sector of the Public Defender's office in the state of Amazonas
Abstract
The objective of the study was to analyze, from the perspective of process management, the bottlenecks in lease contracts at the Public Defender's Office of the State of Amazonas. It consists of an applied case study, with a descriptive qualitative approach, using Business Process Management (BPM) as the guiding methodology and the 5W1H quality tool to suggest improvements in the processes. The results identified the main bottlenecks as the lack of procedure and flowchart development, absence of a schedule for opening branches, low synergy and communication among employees, as well as a lack of clear roles for those responsible for the processes. It is considered that through process mapping and bottleneck identification, it was possible to propose the following actions to ensure the continuous improvement of the process: development of procedures and flows, organizational climate research, meetings to understand departmental demands, and the creation of an opening schedule for processes and alignment of deadlines.
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References
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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.
[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.
Published
2023-12-30
How to Cite
Nascimento, R., Teixeira, E., Lima, O., Maduro, M., & Silva, V. (2023). Process mapping: A case study in the contract sector of the Public Defender’s office in the state of Amazonas. ITEGAM-JETIA, 9(44), 54-62. https://doi.org/10.5935/jetia.v9i44.1012
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