Gestão por processos no setor público: estudo de caso na Pró-Reitoria de Gestão de Pessoas da Universidade Federal da Paraíba

Abstract

Faced with the reality of public administration in Brazil, there is a need for a methodology that provides improvements to the service provided by these institutions. The objective is to verify the improvements noted in the organizational context, through the use of management methodology through processes. For this, we conducted a case study on the Pro-Rectory of Personnel Management of the Federal University of Paraíba, who initiated the implementation of Business Process Management in 2011. The subjects participated in interviews that sought to identify their satisfaction with the Business Process Management, the perception of the importance of the model for the organization, the feasibility of expanding to other Pro-Rectors within the Institution, the negative points and the resulting improvements in adherence to Process Management. It has been found that this method can improve the performance of organizations and bring quality of services offered to society.