Utilização de business process management para otimização de um serviço de restaurante universitário

Abstract

University restaurants offer a daily meal service essential to the academic community. Due to the increasing number of users and the lack of public investments to meet this demand, the current system operates with long queues and low quality of service. Therefore, this work focuses on the analysis of the current situation of the university restaurant of the UFPB in its IV campus in Rio Tinto PB, aiming to study possible improvements to optimize the offer of this service to the academic community. To this end, the fundamentals and concepts of business process management are used, focusing on the phases of current process analysis (ASIS), performance evaluation of process activity indicators (KPI) and proposed solution design (TO BE) . As a contribution, changes were proposed in the restaurant access control, elimination of successive handoff, and, finally, changes in the structure and in the order of activities in the Self-Service. It is expected that the suggestions and the vision of management by processes will be useful so that all stakeholders manage, me a sure and optimize continuously this service so important for the development of academic actions and well-being of the students.