Processos organizacionais que impactam a gestão da folha de pagamento de auxílios estudantis da PRAPE/UFPB : mapeamento e proposição de melhorias com base na gestão de processos de negócio (BPM)

Abstract

Student assistance plays a fundamental role in the democratization of higher education, contributing to student retention, academic success, and the reduction of inequalities affecting students in socioeconomically vulnerable situations at Federal Institutions of Higher Education (IFES). At the Federal University of Paraíba, the Pro-Rectorate for Student Assistance and Promotion (PRAPE) develops several actions aimed at implementing the National Student Assistance Policy (PNAES), including the granting of financial aid. This aid contributes to covering basic needs such as housing, food, and transportation, in addition to promoting more equitable conditions for student retention. The Coordination of Student Assistance and Promotion (COAPE) is responsible for managing the payrolls for these aids, which are dependent on informational inputs derived from other organizational processes. Given the importance of this aid for the financial security of students, it is extremely important that these processes are executed efficiently and reliably. Given this context, this research aimed to analyze how the Business Process Management (BPM) approach can contribute to improving processes that provide critical informational inputs for managing the payroll of student aid at COAPE/PRAPE/UFPB. The research is characterized as an applied, qualitative, and descriptive case study. The research site was COAPE, and data collection occurred through semi-structured interviews and document analysis. Using the BPM approach as a basis, processes related to the management of student aid payments were identified and prioritized. From this, the process of Requesting Migration of Aid to New Enrollment was selected for mapping, modeling, and analysis. The results indicated that the weaknesses are more related to the way activities are executed than to the overall design of the process flow, highlighting problems related to low standardization, dependence on informal controls, low quality of inputs, high dependence on the tacit knowledge of employees, and the criticality of the time factor. Based on the identification of root causes, improvement proposals were developed that served as the basis for building an action plan, such as those aimed at reducing cycle time, defining a process owner, greater operational efficiency, knowledge sharing, and improving the quality of information used in managing student aid payrolls. It is concluded that the BPM approach promotes the improvement of processes related to student aid management, favoring value creation and the enhancement of student assistance.