MODELAGEM DE PROCESSOS ADMINISTRATIVOS EM UMA EMPRESA DE ENGENHARIA DO ESTADO DA PARAÍBA

Abstract

Increasing their own efficiency has always been the wish of organizations, especially in the current days when market competitiveness only increases as well as the demands of customers. The achievement of this desired efficiency goes through process standardization, which tends to reduce the variability of the desired results. The insertion of the technology in the processes of the companies, especially the administrative ones, has generated a great volume of information besides allowing a greater attribution of activities to the same person, increasing the risk of losses during their execution when these are carried out intuitively or without recording the necessary information. So, this study has as a target to elaborate a manual that helps the department of Processes Management in an engineering company located in João Pessoa to standardize and to control its administrative processes to decrease the problems caused by the variability of results. The study carried out is of an applied nature, with a qualitative approach, using observational, inductive methods and case study, with explanatory purpose. On the procedure, a bibliographic research was carried out to support this study, that it was structured on the methodology of the PDCA, in which in the planning phase an action plan was elaborated for structuring the mapping; implemented in the next phase, which is execution, where the organization's value chain was produced, customer flow, documents control methodology, a standard document template, a description of the procedure from the department used as a test (beddings) and a tool to get key process indicators; in the checking phase, the process adequacy was performed; and lastly, written its standard operating procedure, working instructions and produced a manual for the department of Process Management for the continuity of the processes.