Gestão de processo: um caso sobre a padronização de processos e rotinas em um departamento de um escritório de advocacia

Abstract

The unpredictability of the market for service providers are included in a competitive market which requires more and more that these perform a service with higher quality and control of his performances via mechanisms such as the standardization and management of Processes that help you visualize bottlenecks, implementation of the activities, communication between departments and the management of routine work. In this case, the survival of these depends on the quality of the services offered to meet the expectations of customers. In front of this work aims to introduce the standardization of research and Management Processes such as Routines and spending control mechanism and maximizing time in a unit to provide services. For carrying out the survey was carried out a case study in a law office, characterized as exploratory and descriptive, through bibliographical survey on the subject, research in journals and magazines, interviews and observations with the people of Department. In this way it was possible to verify after analysis and interpretation of the data was possible to affirm that the sector studied has activities that involve all areas of the Office, but these activities are interconnected and in direct contact with all departments of the Office and the standardization of processes and the management of Routine can help improve existing processes and the control of activities relevant to the sector reflected in the quality of the service provided, negotiation and predictability of demand, directly affecting the spending control.