Análise de processos de negócio na prestação de serviços de recrutamento e seleção sob a ótica da teoria das restrições

Abstract

This study analyzes the Recruitment and Selection program of a company headquartered in Natal/RN with a unit in Mossoró/RN, which, in a year and a half of operation, served more than 130 companies and created 364 new job openings. The objective was to analyze the issues in the internal processes of the recruitment and selection program using the integrated approach of the Thinking Process of the Theory of Constraints (TOC) and modeling with the Business Process Model and Notation (BPMN). BPMN was used to map the processes, and the Thinking Process of the Theory of Constraints was applied by developing the Current Reality Tree (CRT) to identify undesirable effects and their causes. The main problems identified, characterized as root causes, were an extended guarantee period of the selection process, poor layout of documents sent to the client, and lack of credibility in the job opening form. It is concluded that the restructuring of processes and the adoption of more professional tools are essential to improve clients' perception of value and the effectiveness of the Recruitment and Selection program, resulting in greater client satisfaction and better organizational performance.