GestÃo de processos de negÃcio: Uma adaptaÃÃo da metodologia de Rummler-Brache baseada numa aplicaÃÃo real

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

Throughout the last years, the competition between the organizations has been increasingly incited and their customers are getting more conscious of choices and demanding for customized treatment, what caused, along with the technological evolutions a major change in the main focus of the organizations, that are now starting to worry mainly about these customers. In the scope of Public Administration, the new systems and laws intended to control the expenses, as well as demand from society for a higher transparency in the actions of the management. It is also growing the concern of application to better rationalize resources and speed of services for the general public. These objectives can be reached through an efficient management of the business processes of the organization. The BPM (Business Process Management) is characterized by the development and maintenance of an architecture of business processes, which make use of techniques, methodologies and human management that guarantee that these processes are continuously monitored and improved. In this context, the contribution of this work involves an adaptation of the Rummler- Brache methodology, directed for redesign projects in public administration. This adaptation was used in a project of administrative modernization for the Government of the Brazilian State of ParaÃba. The adaptations had been proposed to surpass some difficulties found in redesign projects in public organizations, as, for example, the existence of external influences, the natural resistance of public servers to the change, the necessity of integrating new processes with complex Enterprise Resource Planning (ERP) systems and the necessity to redesign organizational structures to support an business processes management initiatives. In this work, new phases, stages and procedures are presented complementing the Rummler- Brache methodology; they aim to assist in the transformation of public organizations into optimized standards of efficiency and effectiveness, treating and respecting the citizen as customer

ASSUNTO(S)

business process management business process redesign gestÃo pÃblica public administration processo administracao gestÃo de processos de negÃcio process redesenho de processos de negÃcios

ACESSO AO ARTIGO

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