Aplicação da gestão por processos em uma loja de departamentos: um estudo de caso

Abstract

The implementation of Business Process Management has been widely documented when considering large manufacturing companies. There is a limited amount of research related to the viability of the application of Business Process Management in micro and small service businesses. However, all companies are made up of processes and can benefit by applying this method. This study aimed at the implementation of Business Process Management in a department store, using a Business Process Management method, consisted of three phases divided into eight stages, adapted to micro and small enterprises. Upon completion of the literature review of processes, service and business processes, business process management, process-driven and functional organization, and quality focused on the consumer, the implementation of the method started. During the first phase, the "Customer Service" process was determined as the focus of the study. The process map was developed through the use of VISIO software in order to detail it. After identifying the company's needs, the needs and expectations of customers were identified by creating a survey. In the second phase, the process was analyzed and it was observed that the main issues are related to the high rate of errors and processing time. The root causes of the problems were analyzed and the goals for success were determined. Finally, in the third stage of the method, alternative improvements have been suggested, such as the use of a barcode system for the registration of goods, the acquisition of optical readers and label printers, implementation of a digital signature for the promissory system, elimination of the registration terminal, installation of nameplates for different departments, and creation of shelves in the clothing inventory. From these suggestions, many activities can be eliminated and the processes can be optimized.