Gestão por processos: um estudo de caso em uma empresa pública para institucionalização de boas práticas e melhoria contínua

Abstract

Given the current reality of public administration in Brazil, there is a clear need for methodologies that promote continuous improvement in the delivery of services provided by these institutions. This study aimed to analyze the results achieved through the application of the Business Process Management Common Body of Knowledge (BPM CBOK) methodology within the Companhia de Águas e Esgotos do Rio Grande do Norte (Caern). To this end, a practical manual was developed and implemented, based on CBOK principles, with the objective of institutionalizing best practices in process management. The case study involved a survey with Caern employees, seeking to assess their level of satisfaction with the methodology’s implementation, their perception of its relevance to organizational improvement, the challenges encountered, and potential expansion to other sectors. The results indicated that the structured application of this methodology contributed to increased organizational efficiency, process standardization, and improved quality of services delivered to society.