Gonzalez, Mário Orestes AguirreRego Júnior, Raimundo Alberto2017-08-032017-08-032017-03-13REGO JÚNIOR, Raimundo Alberto. Business Process Management (BPM): framework com diretrizes para sua implementação em universidades públicas federais. 2017. 128f. Dissertação (Mestrado em Engenharia de Produção) - Centro de Tecnologia, Universidade Federal do Rio Grande do Norte, Natal, 2017.https://repositorio.ufrn.br/jspui/handle/123456789/23694The adoption of business process management (BPM) by private companies has the main benefits of optimizing their resources without achieving their goals. This dissertation aims to propose a framework with guidelines for the implementation and operationalization of the BPM principles that aim at a process management in federal public universities. For the development of this dissertation, was carried out a traditional bibliografic review on the topics process office and organizational improvement, then a systematic bibliographic review on the theme business process management. In the field research was conducted in a case study at the Federal University of Rio Grande do Norte with a focus group session eith tem specialists dealing with process in public sector in order to validate the constraints and necessary elements of BPM in this implementation. As a result, we presente a BPM framework that includes the elements for its implementation in the University. These are: (catalytic benefits) – participative management, focus on results, planning at the three strategic levels, tactical and operational, knowledge management, better organization of documentation and availbility for control and audit, (benefits results) – optimization of processes, greater transparency in processes, integration among sectors, employee satisfaction and internal costumers; (difficulties) – lack of awareness of high administration, lack of integration between the processes, the necessity of commitment of the IT infrastructure, dimensioning of people and other resources; (organization for implementation) – process office, identification and elaboration of a risk plan, definition of responsabilities, process mnagement, mapping and global standartization of processes, suitability of some processes, motivational elements for server adherence; (characteristics) – systematic view of processes, non-value and non-customer focus and multidisplinarity.Acesso AbertoBusiness Process ManagementSetor públicoAdministração públicaEscritório de processosMelhoria organizacionalmasterThesisCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO