Adoção do ciclo PDCA na elaboração do fluxo de processos administrativos eletrônicos da Direção do Centro de Humanidades da Universidade Federal de Campina Grande.

Abstract

Process management is a strategic activity also carried out by the Public Administration, as it focuses on the organization of administrative actions in a systemic manner, in order to achieve the strategic purposes of the institution in offering quality services to citizens, users of public services. The general objective of this research was to evaluate how the adoption of the PDCA Cycle can optimize the dynamics of the flows of electronic administrative processes, of the Management of the Humanities Center (CH) of the Federal University of Campina Grande (UFCG). And the following specific objectives: to map the demands and the dynamics of the flow of electronic administrative processes of CH/UFCG; to evaluate the perception of CH/UFCH employees, regarding the demands and the dynamics of the flow of electronic administrative processes; and to propose a manual with the flows of electronic administrative processes, which generate rework for CH/UFCG employees, considering the use of the PDCA Cycle. To this end, the case study was adopted as the base procedure, in addition to exploratory, descriptive, documentary, diagnostic and evaluation research.