Mapeamento de processos: um estudo para o aperfeiçoamento dos serviços no âmbito da divisão de cadastro e pagamento de servidores da UFPB

Abstract

To ensure the efficient performance of organizations, it is imperative that they continuously commit to staying up-to-date. In this context, managers need to seek effective and modern methods to review the management of their internal processes, aiming to improve the satisfaction of both internal and external users, as well as the public servants responsible for executing these processes. The objective of this study was to map and model these processes using Business Process Model and Notation (BPMN) and, ultimately, to develop a process standardization manual for use by the employees responsible for tasks within the sector. The case study, descriptive in nature, utilized method triangulation. It is characterized as applied research with a qualitative approach, employing document analysis, semi-structured interviews, and focus groups involving employees from the Division of Server Registration and Payment (DCPS), including managers who participate in the selected processes. These employees were chosen due to their direct involvement with the processes under investigation. Through document analysis and individual interviews, 28 (twentyeight) processes executed by the sector were identified. To determine the critical processes, the GUT Matrix was applied, resulting in the classification of 5 (five) critical processes. These processes were mapped based on interviews conducted in focus groups, and then modeled using BPMN notation elements with the Bizagi software. The study contributed to the promotion of continuous improvements in the delivery of services provided by DCPS, in addition to producing a model that can be adapted and used in other sectors of the institution, aiming to enhance the effectiveness of operations at the Federal University of Paraíba (UFPB). The project resulted in the "Server Manual – Guidelines for Procedures and Organizational Knowledge Sharing of DCPS," consolidating these processes and establishing a standard that enabled the explicit and formal codification of knowledge, with the goal of improving service quality, promoting knowledge management at UFPB, and facilitating the generation, dissemination, and retention of organizational knowledge. This study can also assist in training new employees and ensuring continuity of services in the sector, even in the event of staff absences or turnover. Furthermore, the manual can serve as a reference for other payment sectors within institutions of the Federal Executive Branch.