ARAÚJO, H. F.; http://lattes.cnpq.br/3548134748418592; ARAÚJO, Herllen de França.
Résumé:
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.