Implantação de melhorias de processos no registro acadêmico de uma universidade federal através da técnica BPMN (business process model and notation)

Abstract

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.