Aplicação do Bpm (Business Process Management) no processo de implementação de novas funcionalidades nos canais digitais: estudo de caso em uma empresa distribuidora de energia elétrica de João Pessoa–Pb

Abstract

The energy distribution market in Brazil is increasingly competitive, and because of this it is necessary for companies to structure actions to obtain advantages and differentiate themselves from the competition. It is worth highlighting that, especially in the sphere of service, companies are constantly seeking digitalization, with the aim of offering greater personalization to the customer through service through Digital Channels. For this to work assertively, good process management is necessary. This research's main objective is to apply Business Process Management to the activity of implementing new functionalities in the Digital Channels of an Energy Distributor in the city of João Pessoa – PB. Therefore, for its execution, the project was divided into 5 main stages: (I) planning, with brainstorming and then defining a scope for the next steps, (II) modeling, with the creation of a flowchart of current processes and then carrying out analyzes to optimize the process and creating a future flowchart, (III) simulation, with tests of the proposed new process, (IV) execution with the officialization of the new workflow, (V ) monitoring, with the development of a tool for individual monitoring of the process of each digital channel and another with a unified view of all channels. Therefore, it was possible to apply BPM (Business Process Management) in the process of implementing digital channels, in which the flow was structured and the process flow was standardized, in addition, 6 Kanban panels were developed (one for each digital channel of the company and another with a unified view of all channels) whose main objective is to provide more assertive process monitoring, in addition to ensuring better visual management. Therefore, this study, when implemented, promotes several benefits mainly at the strategic level, thus confirming the possibility and importance of implementing Process Management in the Digital Channel service process.