Modelagem de processos em uma pequena empresa: um estudo de caso na empresa EternalNet

Abstract

In a market increasingly globalized and fierce, sometimes micro and small companies have as their direct competitors the leading companies in their segments. And it is natural for customers to end up comparing and expecting small business behavior at least similar to big ones. In order to gain space in the market, micro and small companies are increasingly committed to improving their services offered, in this search for improvement some of these companies come in their processes the way to their development. Standardization enables process improvement, increased efficiency and increased quality. From these understandings the present work aims to demonstrate how the standardization of processes can help the management of the small company. EternalNet, an internet provider from the city of João Pessoa, was proposed to identify and map the key processes, to perform its critical analysis and propose suggestions for improvements, in addition to the elaboration of standard operating procedures, POP. As for the technical procedures, the study is classified as a case study, with bibliographical and documentary research, having as a applied nature the qualitative approach. Their data were collected through the technique of observation, by monitoring the routine work of the company. From the process modeling, flowcharts were developed, designed with the BPMN language and with the help of Bizagi software. After this step, suggestions for improvement were presented for each of the processes studied. These processes were further documented through the creation of their Standard Operational Procedure, POP. It is understood, from the results, the importance that the standardization of processes can have even in small companies, helping the management and bringing competitive differential. And your constant planning, control, correction and improvement helps the company achieve its business objective.