Análise e padronização dos processos do controle e registro acadêmico da Pró-Reitoria de Ensino da Universidade Federal de Campina Grande.

Abstract

The current situation has demanded from the public institutions transparency of the information and a better performance in relation to the services offered. In order to meet these demands, this study presented tools aimed at improving processes. With the main objective of analyzing the critical aspects in the Control and Academic Registry processes of the Pro-Rectory of Teaching of the Federal University of Campina Grande (FUCG), the study presents a descriptive and qualitative approach, and is still classified as a case study. The information was compiled qualitatively. After the identification of the primary processes, that is to say, the processes that have direct connection with the internal and external clients, the critical processes were presented and suggested improvements for the improvement of the offered services. The main instrument used for the collection of information was the interview with the servers of the Control and Academic Registry. The information verification was carried out in two stages. In the first step, the FC-P Matrix (Key Factors versus processes), suggested by Rotondaro (2005), was used to find the critical processes. In the matrix are assigned weights and notes, the result of the application of this matrix allowed to order decreasingly by degree of importance the processes. First, with 35 points, was the process "Study Ability (Dispensation of disciplines)", in second place was "Registration of discipline code (Special Topics or Seminars)" with 33 points and in third place was with 30 points, "Prerequisite breaking tuition". The identification of the elements Supplier, Input, Process, Output, Customer (SIPOC) determined the elements for the creation of process flowcharts. The flowcharts generated for process standardization were designed in WinWord. In the second stage, the results of the in-depth study of the processes resulted in suggestions for improvements to the processes, such as the need to use an electronic information system and preparation of an orientation document that encompassed all the processes of the Academic Registry Control standardizing the procedures and aiming at a reduction of errors, of returns for correction and consequently reduction in the execution time of the processes.