Os pilares da administração e a gestão de processos: estudo de caso em uma empresa do setor de serviços educacionais de línguas estrangeiras

Abstract

Process management seeks to improve processes in general, achieving determined plans and objectives and establishing quality standards with the available resources, adding value to their results, therefore, process management and organizational efficiency are related areas of Administration. The general objective of this work is to analyze how the organizational dynamics are used according to the practices contained in the Management Pillars and Process Management and the organizational efficiency in the foreign language education services sector. The methodology used is classified as bibliographical, documentary and a case study, which corresponds to a field research in the company that is the object of study. The results analyze the organizational dynamics of the company under study. The work brings a characterization of the sector. Additionally, a greater detail in the organization itself is brought, exposing the identification and profile of the company, the professional profile of the main directors / managers within the organizational structure. Finally, a comparison is made between the organizational dynamics of the company and the theoretical reference of the research, respectively, the Management Pillars in Process Management and the organizational efficiency. The overall objective of the work was fully met, since the author had the opportunity to analyze the application of the theoretical content presented in the work in the object of study. The possibility of observing on-site management and talking with managers undoubtedly contributed to achieving the proposed goal.