Mapeamento e análise de processos da secretaria acadêmica da UFC campus Quixadá por meio do uso de BPM

Abstract

Process management is an approach that seeks to improve the performance of activities by analyzing and constantly improving the way their processes are executed. This involves identifying, designing, executing, documenting, measuring and controlling these processes. In public institutions, there has been a growing use and recent studies, showing its benefits, such as better standardization and formalization of activities that make up the processes, reduction of rework, increase of cuts and greater reduction in the way these processes are executed. Therefore, this work had as main objective to map, analyze and identify possible improvements in the processes of the UFC Quixadá academic secretary. As this sector is chosen for the largest contact with students, who are the main clients of a higher education institution, besides having already received a first application of process management in 2014, it is outdated in the same way as the other sectors. from the UFC Quixadá campus. To achieve this objective, the following steps were followed: identification of the processes executed at the academic secretariat through interviews with the sector administrator; selection and prioritization of mapped processes through a questionnaire applied to employees of the studied sector; mapping of selected processes through interviews with employees, drawing process diagrams using Bizagi Modeler software and a BPMN notation; validation of these diagrams together with the sector administrator; and identifying the problems or unnecessary parts of the processes to analyze these diagrams and also the interviews made in the process mapping phase. How the results were applied 11 processes being the following processes by the sector team for mapping: use of hours, proposal of complementary activity, use of subjects, balance of subjects, attendance of scholarship holders, cancellation of enrollment, total balance and reopening matrix With an analysis of these elaborated diagrams, some problems were reported, such as the recovery of some of these processes, the need for information for some processes (such as the use of complementary hours and the proposal of complementary activity) and the problems of communication with students.