Resumo:
In the current context of modernization and innovation, companies have increasingly
resorted to process improvements and new Information and Communication
Technologies (ICT's) to achieve greater operational, tactical and strategic efficiency.
In the public sphere, government agencies, companies and public institutions have
sought to apply new forms of management, new technologies, systems and work
methods, seeking greater effectiveness of public resources applied in government
programs, administrative routines and services offered to citizens. Although it is one
of the most relevant areas in universities, as it is responsible for essential points such
as enrollment and graduation, the Academic Registration area is still little explored as
an object of research in management. The objective of this work is to describe and
analyze the applicability and relevance of the BPMN notation for the management of
Academic Registration processes at the Federal University of Itajubá (UNIFEI). The
specific objectives are: identification of points for enhancement and possible
improvements in the processes of the UNIFEI Undergraduate Academic Registry;
graphic representation (maps) of the Academic Registry processes (before and after
improvements). As an applied research, the work was conducted by the action
research method, with a view to intervening in the object of study in a cooperative
way, to solve problems and contribute to the knowledge base. The results delivered
were the maps of the 03 processes, as diagnosed before the implemented
improvements (1st action research cycle), and after the implemented improvements
(2nd action research cycle). Administrative proceedings for suspension of the
undergraduate course (suspending the academic semester); termination of the
undergraduate course (cancellation of enrollment) and completion of an extraordinary
degree were chosen due to the high volume of demand for these services, and the
possibility of immediate applicability of the improvements. The noticeable
repercussions for the sector's routine were: elimination of waiting lines to meet
demands; better fluid flow of information; greater efficiency, transparency,
manageability and integration with other sectors involved in the processes;
perception of greater constancy and continuity in the administrative routine of the
sectors involved with the improved processes.
