Análise de gestão de processos da cobrança de tarifas bancárias: um estudo de caso na agência Setor Público João Pessoa do Banco do Brasil.

Abstract

The Process Management allows visualize the organization through an integrated and organized system, which allows work to be developed through its processes. In an attempt to emphasize certain institutions operating for focusing on public administrational sore quire systematic and thoughtful processes, aiming to make the job easier and organized, such research occurred in order to analyze how such an analysis of with respect to management processes in the collection of bank fees in an agency João Pessoa public sector, highlighting the needs, gaps and how the whole process existing in this sphere. For this, the theoretical foundations provided, filed by exploratory search regarding the bibliographic environment, whereby it was possible to identify different search thoughts and studies to understand and study how such a process. Next is considered a sector that sin the field, where you looking for a development of a research through the theoretical know ledge and application and questionnaires through interviews, collecting and analyzing data, information and highlighting methodologies relating to the establishment study. Finally, looking out line what the flaws and possible improvements with respect to the appropriateuseofre sources, tools and operationalization which allowed better development of the task, and a better response to customers.