Gestão de processos institucionais: manual de práticas e processos de uma secretaria de pós-graduação

Abstract

The current public organizations are demanding agile services, quality and appropriate to social needs. This entanglement entails the concern in relation to the improvement of processes, performance improvement and demonstration of transparency in their activities, as occurs within the Federal University of Rio Grande do Norte (UFRN), object of this study, since it makes efforts in order to follow the new management approaches and administrative practices in order to improve them through better structuring and integration of processes. However, some sectors have not yet molded themselves to this conjuncture, remaining with traditional and bureaucratic procedures. In the Secretariat of the Postgraduate Program in Urban and Regional Studies (PPEUR), locus of this research, the absence of explicit and standardized processes causes difficulties in the execution of activities, unnecessary actions and rework. In this sense, the study aimed to identify how the processes that make up the scope of activities of this sector are conducted and how they can be systematized and grouped in order to promote standardization, transparency and efficiency. To this end, exploratory, descriptive, and qualitative research was carried out. As instruments of data collection, we used a bibliographic and documental research and interviews, applied through a semi-structured script. The research was operationalized in five distinct stages. The first stage involved the identification and survey of process data, with the help of SIPOC, totaling 29 processes. In the second, the processes were modeled using the BPMN notation and Bizagi software. The third involved the validation of the processes. In the fourth, the manual was elaborated. Finally, in the fifth stage, the functional issues were reviewed and approved. It is believed that the compilation of the results of this research in a manual can contribute to a better understanding of the sector's activities, minimizing mistakes and rework, improving the quality of the services provided and the professional life of the employee, as well as promoting the sharing and retention of organizational knowledge.