Mapeamento e melhorias dos processos da coordenação do curso de graduação em administração da UFRN

• Ano de defesa: 2017
• Autor(a) principal: Araújo, Hugo Lopes de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Brasil; UFRN; MESTRADO EM GESTÃO DE PROCESSOS INSTITUCIONAIS
• Palavras-chave em Português: Coordenação acadêmica; Gestão de processos; Mapeamento de processos; CNPQ::CIENCIAS HUMANAS: GESTÃO DE PROCESSOS INSTITUCIONAIS
• Link de acesso: https://repositorio.ufrn.br/jspui/handle/123456789/24908

Considering the current moment in Brazilian public management, where priority is given to the principles of efficiency and the quality of services provided, it is necessary to constantly improve the administrative procedures of institutions in general, especially public institutions, criticized by society. The processes are the basis of the functioning of the institutions, sources of continuous improvements in this work. This study aims to propose improvements from the mapping of processes of the undergraduate course in administration of the Federal University of Rio Grande do Norte - UFRN, contemplating the identification, description and elaboration of flows of academic activities. In this sense, an analysis was conducted in the Coordination of the undergraduate course in Administration based on the research-action technique, with an exploratory-descriptive purpose. Documentary research was adopted as a methodological strategy; bibliographic research; and case study. The qualitative approach was used, since it was not intended to reach statistical data, aiming to understand the aspects of the Coordination processes and the information that influence the performance of these. After the analysis of the processes considered, the elaboration of the flows through the BPMN notation using the Bizagi Process Modeler - BPM software was performed. Proposals were made to improve processes, such as making them electronic and eliminate unnecessary bureaucratic flows, and to carry out activities in the sector, in order to improve the efficiency and quality of services. These improvements apply to all coordinations of undergraduate courses that use the SIGAA system. In addition, a service letter was created, describing and making available to users, all the services developed by the sector.