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Abstract(s)
Num ambiente de contingência, a sustentabilidade de uma organização prevalece sobre qualquer outra prioridade, no sentido de ampliar a sua eficiência através da otimização de recursos e processos. Tal como Einstein mencionava, o importante é não parar de questionar, chave essencial para a construção e manutenção de um projeto focado nos processos.
O presente relatório pretende disponibilizar uma análise detalhada do projeto de Mapeamento dos Processos da Direção de Portagens da Ascendi. O estágio foi integrado no serviço de Tecnologias, Processos e Gestão de Portagens, e teve como objetivo o levantamento, avaliação e implementação de melhorias nos procedimentos, com base no conceito Business Process Management (BPM).
O trabalho realizado e descrito consistiu no diagnóstico, levantamento in loco, e consequente desenho das tarefas, elaboração da documentação de suporte e atualização do Mapa de Procedimentos, pelo que contribuíram para maximizar a performance da direção e uniformizar o desempenho das práticas organizacionais, que ganharam visibilidade ao serem validadas pela Comissão Executiva e publicadas no Manual de Procedimentos da empresa. No entanto, a implementação deste projeto enfrentou algumas barreiras, como a resistência à mudança por parte dos colaboradores, sugerindo-se o reforço e suporte da gestão de topo.
O estágio e a elaboração deste relatório provaram ser uma experiência muito enriquecedora, pois para além dos conhecimentos teóricos adquiridos, possibilitou implementá-los e partilhar as vantagens da aplicação de uma gestão orientada por processos, através da criação de ações de melhoria contínua.
In a contingency environment, sustainability of an organization takes precedence over any other priority, in order to increase its efficiency by optimizing resources and processes. As Einstein mentioned, the important thing is not stop questioning, essential key to build and maintain a project focused on processes. This report aims to provide a detailed analysis of the Process Mapping Project of the Tolls Direction from Ascendi. The internship has been involved in the Technology, Processes and Toll Management service, and focused on the survey, evaluation and implementation of the improvement procedures, based on the Business Process Management (BPM) concept. The performed and descripted work consisted in the diagnosis, field interviews and consequent tasks design, preparation of supporting documentation and updating procedures map, which contribute to maximize the performance of management and standardize the organizational best practices, that gained visibility when they were validated by the Executive Committee and published in the company’s Procedures Manual. However, the implementation of this project faced some barriers, such as employees’ resistance to change, which suggests the enhancement and the support from the top management. This internship and this report proved to be a very enriching experience, because in addition to theoretical knowledge, it was possible to implement the processes, share the benefits of the process management, by keeping continuous improvement actions.
In a contingency environment, sustainability of an organization takes precedence over any other priority, in order to increase its efficiency by optimizing resources and processes. As Einstein mentioned, the important thing is not stop questioning, essential key to build and maintain a project focused on processes. This report aims to provide a detailed analysis of the Process Mapping Project of the Tolls Direction from Ascendi. The internship has been involved in the Technology, Processes and Toll Management service, and focused on the survey, evaluation and implementation of the improvement procedures, based on the Business Process Management (BPM) concept. The performed and descripted work consisted in the diagnosis, field interviews and consequent tasks design, preparation of supporting documentation and updating procedures map, which contribute to maximize the performance of management and standardize the organizational best practices, that gained visibility when they were validated by the Executive Committee and published in the company’s Procedures Manual. However, the implementation of this project faced some barriers, such as employees’ resistance to change, which suggests the enhancement and the support from the top management. This internship and this report proved to be a very enriching experience, because in addition to theoretical knowledge, it was possible to implement the processes, share the benefits of the process management, by keeping continuous improvement actions.
Description
Keywords
BPM Processo Mapeamento Melhoria contínua Process Mapping Continuous improvement