TITO, T. A.; http://lattes.cnpq.br/4191646739829513; TITO, Tatiana Alves.
Resumen:
Professionals of the Brazilian Public Administration are seeking to develop more and
more practices that improve their services. Process management is one of these
improvements, which focuses on the most critical processes that will influence
organizational performance. In this context, the objective of this research is to
analyze how the bureaucratic activities of the Academic Units of the Center of
Sciences and Technology (CCT) of the Federal University of Campina Grande
(UFCG) are developed. Through a questionnaire and interview applied to CCT
secretaries and administrative coordinators, strengths and weaknesses, suggestions
for improvements, facilitating factors and process obstacles were identified; Thus,
with this information, we can suggest an action plan for the implementation of
process management aiming at their improvement in the Academic Units. The
research results show that process management is not yet effectively used in public
institutions, and those that already develop it are in the implementation or adjustment
phase. However, it was understood that it is totally feasible for the Public
Administration to effectively implement this type of management, provided that the
necessary adjustments are made for each institution. Process management, when
applied, can result in improved procedural procedures, standardization of work
routines, greater transparency and satisfaction of internal and external customers.
