Modelagem de processos e diretrizes de compreensibilidade: uma aplicação em um processo de matrícula em cursos superiores de um Instituto Federal

Abstract

Process Management is an important tool to increase the efficiency of organizations. Process modeling is one of the most crucial aspects of this approach, through which processes can be graphically represented (diagrammatic modeling), enabling the expansion of knowledge, analysis, and the proposal of improvements. This technique has been widely used in Brazilian public institutions, with many documented benefits such as process optimization, waste reduction, support for decision-making, and proposal of improvements. However, ensuring the quality of models is essential for the modeling efforts to achieve their objectives. One of the most important aspects of the pragmatic quality of models (related to the use of models by organizations) is comprehensibility. An important tool for building more understandable models is the application of modeling guidelines; however, the number of guidelines scattered throughout the literature is high, with some studies reporting up to 50 different guidelines. Additionally, complex processes may require a higher level of detail, which can make the model more difficult to understand. Considering this, this research sought to answer how to model processes with a high level of detail, with the support of modeling guidelines to ensure that the models are understandable to their users. To achieve this, the modeling of a process was carried out considering comprehensibility guidelines found in the scientific literature. The research procedure adopted was Modeling, based on the scheme proposed by Mitroff et al. (1974). The modeled process was the analysis of enrollment requests in higher education courses at a federal institute. To assess compliance with comprehensibility guidelines, the Understandability Verifier for Business Process Models (BEBOP) tool proposed by Corradini et al. (2018) was used. Based on this evaluation, adjustments were made to the model based on recommendations found in the literature. A verification and validation procedure for models called Verification and Validation of Diagrammatic Models (V&V-DM) was also applied. As a result, the research presented an integrative systematic review on the subject, the enrollment process model constructed based on the guidelines, and a report on the procedures adopted for the evaluation and redesign of the model. The integrative review provided an overview of scientific studies on the subject, emphasizing what has already been studied and the existing gaps. The produced models represent the enrollment process comprehensively and enable process management and knowledge transmission at the federal institute. The report on the evaluation and redesign procedure of the model can support other research on the subject and contribute to improving the process modeling of public and private organizations. As a technical product, in addition to the process model, a Best Practices in Modeling Manual was also developed, considering the guidelines found in the literature to provide practical solutions for building more understandable models.