Modelagem de processos de negócio: um estudo de caso no setor financeiro de um shopping center de Natal

Abstract

Faced with a crisis scenario, potentiated by the Covid-19 pandemic that hit the world in 2020, the shopping center sector having reached a turnover of nine years ago. In this sense, the present study was carried out in the financial sector of a shopping center in the city of Natal, Rio Grande do Norte, aiming to analyze the requirements of the sector, including its identification, mapping and analysis. A research was a case study, having been collected data through a semi-structured interview, documental analysis and participant observation, in order to obtain a detailed description of the activities performed in the processes. For process mapping, using the Bizagi Modeler software, a tool that allows the creation of models using the BPMN notation. With an analysis of the collected data, it was possible to identify several bottlenecks that involve from the definition of deadlines to the distribution of activities within the process. Thus, through the 5W2H tool, an action plan was drawn up and the processes were redesigned, in order to expose the possibility of making them more fluid and efficient within the organization.