Os fatores críticos de sucesso na gestão por processos: Uma análise da percepção dos profissionais de processos do Ceará

Abstract

In a globalized and competitive business environment, organizations seek an agile and flexible structure to face changes, with Process Management seen as an opportunity to offer more value, survive in the market with reduced costs and guarantee quality perceived by customers. Despite the gradual increase in companies trying to implement BPM, many fail even with trained professionals, highlighting the challenges in this transition. Therefore, the general objective of this study is to analyze the perception of process professionals in Ceará regarding the critical success factors in managing BPM processes. This study was prepared based on the definition of the Critical Success Factors by dimension (Management, Processes, Technology and Human) of Management by BPM Processes, arising from previous studies, and carrying out structured interviews with 5 process professionals who work in Ceará and have more than 1 year of experience in the area. The main result was that the FCS's, Support and commitment of senior management and Change Management, the Management Dimension, Process Performance Measurement, the Process Dimension, Process Automation, the Technology Dimension and Involvement of people in the Human Dimension, are the critical success factors that have the most impact on the success of BPM Process Management, and in this way, organizations and process professionals can focus on these factors to increase the probability of achieving success in the implementation of BPM Process Management .