Gestão da qualidade e modelagem de processos em uma empresa prestadora de serviços de consultoria

Abstract

Nations, and accordingly organizations, are encouraged to adopt differentiated and creative strategies to monitor the speed of changes in different economic, political and social approaches. The purpose of this study is modeling the process of a consulting services company in Curitiba - PR. The method used to develop this study was the case study. The Company analyzed has around thirty employees and about eight to ten million dollars per year of revenues through projects, delivered to customers through a report. To develop this study all procedures were audited, identified and described. The auditing was done by accessing documents and by participating in weekly management meetings. The identification of processes proceeded by auditing the current activities in business processes through brainstorming and a checklist of business processes activities, establishment what is done , by whom it is made , how it is done and what the period of time through 5W2H quality tool. The description of procedures was performed through horizontal flow chart. The activities described in the flow chart were documented in written procedures. The study brings as a result the mapping process of a Consulting Services Company and documents of those processes that explain how to perform the actions described.