Implementação do mapeamento de processos em uma unidade acadêmica de uma universidade federal

Abstract

It is becoming increasingly evident the need to implement improvements in the services provided by public institutions, either by internal need of their servers or to meet the external demands of society in general. Process mapping has become an essential tool for improving the work processes of organizations, seeking more efficiency and agility in the execution of operational activities. Thus, this research aims to identify which improvements can be implemented in the operational processes of the Institute of Applied Social Sciences of UNIFAL-MG, by applying the process mapping technique. For this, initially, a survey of the routine activities of the sector was carried out to identify its work processes, then the identified processes were mapped and, finally, some critical processes were selected for redesign and proposed improvements. The selection of critical processes was possible due to the application of a questionnaire to servers of the academic unit, which enabled the elaboration of a matrix of performance and importance. With the redesign of the processes, it was confirmed that mapping the operational processes of an institution can bring benefits such as reduced time to perform activities, saving public resources and increasing the quality of services provided.