Gestão de processos de negócio em uma empresa de manutenção de equipamentos logísticos

Abstract

In an increasingly competitive and globalized market, it is fundamental that companies have a structure capable of adapting to the changes and to the challenges that may arise over time and be able to direct their efforts towards the defined goals and increase their results. Thus, there is a need for Business Process Management, in order to know, improve, implement, control and monitor the processes that are essential to the business, making them more efficient. The objective of the present work is to incorporate the Process Management methodology in a small company that provides maintenance services for logistics equipment, so that it can achieve its real growth potential through the optimization of its activities. Aiming to meet the research theme, which addresses the deficiency points that the company currently has, the methodology used will be based on the BPM cycle, following the steps of Planning, Analyzing, Mapping, Modeling and, finally, implement the project. For this, three processes were prioritized and mapped, from which improvement opportunities were identified using quality tools. So, based on these results, a detailed action plan was proposed using the 5W2H tool. The methodology proved to be effective, achieving the objective to enable the optimization of the organization's processes and serving as a knowledge base for studies that encompass the topic of Business Process Management.