A implantação da gestão de processos: estudo de caso em um grupo de restaurantes de Fortaleza

Abstract

Companies grow and in an even faster scale grows customer's requirement, therefore organizations need to be well prepared and aligned to meet the necessary changes and to stay alive and competitive, attending the customer efficiently and effectively. Realizing that the purely functional management no longer met the new requirements, many companies have found in process management a way to get continuous improvement, make communication between areas more efficient and reduce costs. Thus, this study sought to deepen and share knowledge on the processes management and aims to perform an analysis in order to identify whether, in practice, the implementation of processes management in a Fortaleza restaurants's group follows literature's recommendation. The research was characterized regarding the methodological aspects, by a descriptive research of applied nature and a qualitative approach, in which an interview was conducted with the manager of the company's operations. The results showed that the company implanted, in practice, the processes management according to the presented theoretical model, using only minor adjustments in the methodology of work, in order to speed up the transition from functional management to the processes management. It can be seen, therefore, that the implementation methodology can be adapted to specific situations.