VIDAL, T. D. S.; VIDAL, Thaís Deyse Sousa.
Resumen:
The concept of process management is directly linked to quality and continuous process
improvements. The funeral sector has been promoting continuous and considerable changes and
has developed a significant evolution in recent years, always in search of achieving excellence,
and one way to achieve such excellence is the implementation of a process-oriented management
model. In this sense, the present work aims to analyze the implementation of process management
in a business group in the funeral sector. For that, I used the model proposed by Kipper (2011),
through a semi-structured script applied to employees of the analyzed business group that
participated in the implementation. The research is classified as qualitative, using the content
analysis of the interviewees' responses as a technique. It should be noted that there were
challenges at all stages of the implementation of process management, however, the need for it
was evident. The research carried out included a better understanding from the point of view of
the employees, in addition to indicating the points of possible improvements for the business
group in the city of Campina Grande, making people aware of the importance of the processes to
guarantee the quality of the services provided.
