Gestão de Processos: um estudo de caso nas Unidades Acadêmicas do Centro de Ciências e Tecnologia da Universidade Federal de Campina Grande.

Abstract

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.