Avaliação dos impactos da gestão de processos no setor comercial de uma empresa de tecnologia: um estudo de caso para ganhos de eficiência e padronização

Abstract

Technological advances driven by the industrial revolutions - especially the Third, with the integration of machinery into automation, and the Fourth, marked by digitalization and exponential evolution - have significantly transformed the way people live, work, and interact. In this dynamic and competitive environment, companies in the service and technology sectors require a high capacity for adaptation and a solid operational structure to maintain relevance and foster innovation. Process management, in this context, proves to be essential, as it enables the identification and restructuring of critical points, facilitates the adoption of modern methodologies, and allows for agile adjustments in response to market changes. This research aims to evaluate the impacts of implementing and improving operational processes in the commercial sector of a technology company, seeking gains in efficiency and standardization. It is an applied research project, with a descriptive objective, a quali-quantitative approach, and a technical procedure method based on a case study, aiming at the practical application of the studied concepts. The Business Process Management (BPM) method was employed, as it allows the graphical representation of workflows, the identification of bottlenecks and inefficiencies, as well as contributing to operational control and performance. The results indicate significant improvements in the sector’s management, particularly in the mapping of processes in the AS-IS and TO-BE formats, the development of Standard Operating Procedures (SOPs), and the restructuring of the organizational chart. There was a notable increase in clarity regarding the stages of the commercial process, the definition of responsibilities, and the perception of operational maturity. Data show that the adopted standards had a positive impact on productivity, promoting gains in efficiency and standardization. These results reinforce the importance of effective management and an indepth understanding of processes to achieve better performance and foster organizational maturity in growing sectors.