Business process management (bpm): um estudo de caso da análise de processos em uma Transportadora

Abstract

The organizational processes management is becoming increasingly evident at the administrations levels. Nowadays, these processes, when well managed, can build competitive differentials, forming a network capable of delivering value to the client and thus becoming key elements for the survival and integration of organizations in complex environments. In this sense, it is not enough to make the processes get attention, but it is necessary to guarantee that the organizations have a systematic able to do an efficient management process. Using a process analysis structural methodology, organizations may extract useful information for the decision-making, avoiding gap and discontinuity of change initiatives. Therefore, this study is born from the following question: “How can process analysis generate information for decisionmaking?” And to answer this question, the paper uses a case study, describing the analysis used in the corporate travel process of a carrier company. Data collection and analysis was carried out in a questionnaire of internal results and reports, without the purpose of guaranteeing the assertiveness of the information. After the description of the method used, it was compared to the methodology characterized in the literature. Similarities and differences were detected. Even with points of remoteness, the analysis of the travel process managed to generate subsidies and to provide information managers, to increase performance, identifying a series of problematics not previously anticipated at the beginning of the work, the analysis made possible the following changes at the process: review of the contract with the travel agency, decentralization of some activities performed at administrative department, increases of the number of approvers and the creation of a height to them, these changes made possible the increases of the agility and the reliability of the communication development in the process.