Aplicação da metodologia de gestão de processos de negócio (BPM) para um instituto de pesquisa de mercado e opinião

Abstract

Market and opinion research is a way to capture the expression of the population regarding the services provided and/or a product. Research acts as a beacon of contentment or dissatisfaction on a given topic or problem to be studied. There are several methodologies for conducting research, including quantitative and qualitative research, which were used in the studied company. Currently, the company has its main focus on serving customers in the public sector. In order to guarantee the reliability of the research results provided to its customers and, consequently, the quality of the services provided, an attempt was made to implement management by processes through the BPM (Business Process Management Notation) methodology, use of the BPMN (Business Process Management Notation) for representing processes in flowcharts and also knowledge of quality standards aimed at the research and opinion market. During the methodology implementation and monitoring process, it was observed that it would be possible to propose improvements in the identified process, with the help of quality standards and, finally, suggest implementation in other sectors of the company.