Estudo para análise de tomada de decisão: avaliação das ferramentas de mapeamento de processos de negócios Bizagi e Bonita

Abstract

The current management model in organizations demands that their processes are well managed in order to achieve their strategic goals. Therefore, Business Process Management (BPM) combined with information communication technology tools, such as business process management systems (BPMS), allow organizations to extract the best possible results from their processes. Thus, the main objective of the present research was to conduct a decision-making process using techniques inherent to the Multi-Criteria Decision Analysis (MCDA) Methods in order to analyse and compare two business process mapping, simulation and improvement tools – the BPMS Bizagi and Bonita. The BPMS were evaluated based on their performance in managing the process of hiring access services to digital books databases, in the format it was conducted by the Central Library of the Federal University of Paraíba until the year of 2021. The methodology adopted in this research is classified as descriptive, applied in nature, with a mixed approach, using quantitative (such as simulation and AHP) and qualitative (BPMN process mapping, analysis with SIPOC and the application of the questionnaire present in ISO/TR 26122:2008) techniques. Concluding the research, it became possible to create an improved process model and to verify the functioning of Bizagi and Bonita as process management tools, observing that Bizagi presented itself as the most adequate BPMS in light of the selected criteria.