Modelagem de processos, decisões e falhas: uma aplicação no contexto de serviços da política nacional de assistência estudantil

Abstract

Business processes are assets present in both private and public organizations to generate goods or provide services. Currently, there is a demand from taxpayers to improve public services, requiring greater attention to social policies, such as the National Student Assistance Policy (PNAES), an initiative aimed at implementing actions for the permanence of students in institutions of higher education. Despite its effectiveness, studies point to the need for student assistance actions to be provided more efficiently. Public bodies can efficiently offer services to society by dealing with failures present in business processes. Regarding failure analysis, the literature highlights the FTA and FMEA techniques, but also addresses the need to understand the process and then use them. However, the literature also discusses that all process analysis and design must consider business rules, since their logic is used in decision making, which influence the behavior of the business process. The main objective of this study is to analyze failures of two business processes, using FTA and FMEA techniques, from models built using BPMN and DMN notations. The analysis of process logic (recorded by BPMN) and decision logic (recorded by DMN) allowed the identification of potential failures, as well as their causes and effects in the modeled process logic, through the combined application of FTA and FMEA techniques. This applied research has a descriptive and exploratory character, a qualitative approach and the research method used is modeling. We selected as study objects the student care processes performed by the dental and nutritional services of the Student Affairs Coordination of the Minas Gerais Federal Institute - Campus Bambuí. Through semi-structured interviews, the process and decision models were built, and then validated with the dentist and nutritionist. Subsequently, both the researcher and the participants identified failures from the BPMN and DMN models, which were submitted to the FTA and FMEA techniques. The fault trees supported the failure modes and their causes in the FMEA spreadsheets, and from these, a detailing of each identified failure was carried out, as well as a survey of corrective/preventive action proposals aimed at eliminating or at least minimizing the occurrences of the causes that lead to these failures. In addition to expanding knowledge about the business process, the DMN technique allowed for the identification of flaws that would not be visible only with the view of the BPMN model. Although the FMEA provides a more in-depth analysis of the failure in relation to the FTA and an ordering for prioritizing the proposed actions, the logical view of the failure tree allows the assessment of failures with greater occurrence sensitivity and those that depend on the simultaneous occurrence to occur. As a final product, a combined method aimed at improving business processes through failure analysis was obtained.