Gestão de processos: uma análise do processo de uma assistência técnica da fabricante de telefones Forever Mobile utilizando o método BPMN através da análise AS/IS E TO/BE

Abstract

Process management is a key to the success of organizations today, in administration the study of this area becomes essential in view of the perspective that through good management and with a well-structured process in all sectors it is possible to establish an advantage competitive against the competition. With the help of the BPM tool and the notation called Business Process Modeling Notation (BPMN) it is possible to reduce costs and eliminate unnecessary processes within a given area. Thus, the objective of this study is to analyze the current process of return of devices to the final consumer at Forever Mobile through AS/IS analysis, and to design a proposal for improving the process, to reduce the cost of freight in the organization through the TO/BE analysis. Among the results obtained in this analysis, we can mention the formalization of the labeling process through the Kanban method, to identify products shipped from regions where freight and delivery times are longer. Furthermore, through these results it was possible to observe that the analysis of processes through the BPMN notation can be identified as an activity that can bring improvements for organizations, in several fields of activity.