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Authors
Advisor(s)
Abstract(s)
O presente relatório tem como objectivo a descrição do projecto de
levantamento e mapeamento de processos e procedimentos da exploração de
portagens da Direcção de Portagens da Ascendi, com foco nas portagens Multi-
Lane Free Flow.
O objectivo é o de desenhar e analisar os processos e os procedimentos
definindo e estandardizando as práticas, promovendo alterações de melhoria e
dar visibilidade e foco aos processos e procedimentos, retirando ênfase à
hierarquia.
Para tal, realizou-se um enquadramento geral da Ascendi, bem como um
enquadramento teórico à bibliografia existente sobre as estruturas e abordagens
funcionais das organizações, os processos e orientação para processos, a
implementação de abordagens de gestão orientada para processos e os seus
requisitos.
O levantamento e mapeamento de processos consistiu no levantamento e
desenho dos fluxogramas de acordo com a linguagem e em templates próprios da
Ascendi, por forma a normalizar a informação por toda a organização. A
metodologia de levantamento dos procedimentos envolveu reuniões com key
users dos procedimentos, sessões de brainstorming e apoio na documentação de
suporte. Tal resultou no desenho dos procedimentos sob a forma de fluxogramas,
numa óptica de sequência das tarefas e suas dependências.
Existem limitações associadas a projectos deste tipo que devem ser tidas em
conta para que o projecto possa ser implementado eficazmente, nomeadamente
a gestão da resistência à mudança, o apoio claro da gestão de topo e a
comunicação clara do projecto e dos seus objectivos a todos os visados. O projecto que retrata este relatório permitiu tornar explícitos varíos processos
e procedimentos, standardizar práticas, identificar oportunidades de melhoria,
aplicá-las e cimentar e fomentar a disseminação de uma abordagem de gestão
orientada para osa processos de negócio da organização.
This report aims at describing the project of surveying and mapping of processes and procedures of the toll exploration of Ascendi’s Directorate of Tolls, while focusing on the Multi-Lane Free Flow tolling system. The objective is to design and analyze processes and procedures defining and standardizing the best practices, promoting improvement changes and giving visibility and focus to processes and procedures, therefore removing emphasis on hierarchy. To this end, there was a general framework of Ascendi as well as a theoretical framework to the existing literature on the structures and functional approaches of organizations, processes orientation, the implementation of management approaches to process orientation and its requirements. The surveying and process mapping consisted of the survey and design of flow charts according to Ascendi’s own language and templates in order to normalize the information throughout the organization. The methodology of the survey of the procedures involved meetings with key users of the procedures, brainstorming sessions and usage of supporting documentation. This resulted in the drawing of procedures in the form of flowcharts, with a view of the sequence of tasks and their dependencies. There are limitations associated with such projects that should be corrected so that the project can be implemented effectively, including the management of resistance to change, the clear support of top management and clear communication of the project and its objectives for all targeted. The project portraying this report make explicit allowed various processes and procedures, standardize practices, identify improvement opportunities, apply them and strengthen and promote the spread of a targeted approach to the organization's business processes.
This report aims at describing the project of surveying and mapping of processes and procedures of the toll exploration of Ascendi’s Directorate of Tolls, while focusing on the Multi-Lane Free Flow tolling system. The objective is to design and analyze processes and procedures defining and standardizing the best practices, promoting improvement changes and giving visibility and focus to processes and procedures, therefore removing emphasis on hierarchy. To this end, there was a general framework of Ascendi as well as a theoretical framework to the existing literature on the structures and functional approaches of organizations, processes orientation, the implementation of management approaches to process orientation and its requirements. The surveying and process mapping consisted of the survey and design of flow charts according to Ascendi’s own language and templates in order to normalize the information throughout the organization. The methodology of the survey of the procedures involved meetings with key users of the procedures, brainstorming sessions and usage of supporting documentation. This resulted in the drawing of procedures in the form of flowcharts, with a view of the sequence of tasks and their dependencies. There are limitations associated with such projects that should be corrected so that the project can be implemented effectively, including the management of resistance to change, the clear support of top management and clear communication of the project and its objectives for all targeted. The project portraying this report make explicit allowed various processes and procedures, standardize practices, identify improvement opportunities, apply them and strengthen and promote the spread of a targeted approach to the organization's business processes.
Description
Keywords
Portagem Multi-Lane Free Flow Processo Procedimento Orientação para processos Toll Process Procedure Process orientation