Gestão de processos na UTFPR - Campus Londrina: um estudo de caso de mapeamento no setor público

Abstract

The present work aims to map the national and international corporate travel processes of the servants of the Federal University of Technology — Paraná — Campus Londrina, addressing the Electronic Information System (SEI) and the Daily and Ticket Concession System (SCDP). The methodology applied in the study is of an empirical—social nature, using the qualitative and observational method. As for the level of research, it is characterized as exploratory, and in relation to the design of the research, it took place in a bibliographic, documentary and case study. It was decided to research these demands, given the peculiar characteristics of these procedures, such as the long duration of the process, the involvement of various sectors and the concurrent processing with two systems. To this end, a case study with a qualitative approach was performed, using bibliographic, documentary and descriptive research to analyze the procedures related to corporate travel. The focus of the work is the analysis of the diligences in a global way, from an internal perspective, because as the two systems are not integrated, several actions are performed in duplicate or unnecessarily, and consequently, reflect the order duration, among other setbacks. From the analysis of the current process situation (As ls), based on the elements of the BPMN (Business Process Management — information system standard used for the main modeling tools) notation, some procedural bottlenecks were identified and proposed. process improvement and redesign actions (To Be). In addition, the elaboration of the set of performance indicators helped the examination of the mentioned questions. The proposed model proved to be adequate for the understanding of the presented solutions, in order to overcome the cultural and technological barriers. The result of the case study allowed the elaboration of the proposed product and found to have an organizational culture of disregard to departmental norms and guidelines. In this sense, the decentralization of the task to the boards proved to be an ideal goal to overcome some barriers. The existence of a server responsible for the SCDP in each board will help in speeding up the procedures, both in terms of physical proximity to the server / traveler, contributing to the doubts in completing, as well as the reduction of steps in general. ln terms of bottleneck systems, the integration between SEI and SCDP will contribute to management evolution, simplifying tasks and better control of resources, as it reduces the total time of demand and quantities of tasks. The present work expands literature on process management, applied to public higher education institutions. Other case studies are expected to be done in other departments that do not yet have such a methodology in order to improve service delivery and execution.