Melhoria de serviços públicos nas Instituições de Ensino Superior: proposta de remodelagem de processo na coordenação de curso de um instituto federa

Abstract

Higher Education Institutions are important for the economic and social development of a region and society's demand for quality educational services is a constant. In order to meet these desires, business process management presents itself as a tool in optimizing the quality of services provided. Process improvement is an essential part of management and aims to make them faster, more effective, efficient and flexible, reducing costs and time per cycle. In this study, an action research was developed with the objective of proposing a redesign of the processes of an undergraduate course coordination. The “Delivery of Course Completion Assignments” process was chosen because it is a short and low-complexity process, but it presented obstacles in the workflow, leading to delays and loss of efficiency. For the development of this study, documents and procedures were analyzed and interviews were carried out with users and actors in the process. In a second moment, we reflect on the data found, seeking to identify and resolve gaps in the process. The suggested actions to improve the process sought to optimize time and resources, speeding up the publication of Course Conclusion Papers in the institutional repository, reducing the waiting time for the issuance of the undergraduate degree and increasing the satisfaction of graduates.