Análise dos fatores críticos de sucesso na gestão por processos de uma empresa do setor de distribuição

Abstract

The competition of companies in the market promotes investments in BPM (Business Process Management), they seek to achieve improvement in organizational performance making them leaner and more flexible to the constant changes in the market. The benefits that BPM brings to the organizations also stimulate this initiative, such as: waste reduction, greater process control, cost reduction and increase in profitability are among them, however, as these initiatives increase there are also numerous cases where failures occur in these deployments. This work aims to analyze the critical success factors for the process management in a distribution company and have with specifics objectives, describe the BPM practices in a distribution company and identify the critical success factors of BPM in a distribution company. This search was realized, through a case study of a qualitative nature, through interview with the process analyst of automotive lubricating oils distribution company. The main result and contribution of this work is the identification of critical success factors in BPM related to the dimensions of management, processes, technology and human factors, these factors are classified as barriers and facilitators to BPM deployment. This study point that the dimensions of management, processes and technology present the greatest amount of critical success factors in BPM, considered as facilitators and the human dimension is the area with the greatest deficiency in the company.