Gestão por processos: uma possibilidade de desenvolvimento organizacional do Programa de Pós-graduação em Educação da Universidade Federal de Juiz de Fora

Abstract

This dissertation was developed within the scope of the Professional Master in Management and Evaluation of Public Education at the Center for Public Policy and Evaluation of Education at the Federal University of Juiz de Fora. This study sought to analyze six work processes at the secretariat of the Graduate Program in Education (PPGE) of the Federal University of Juiz de Fora (UFJF): response to requests received by e-mail, selection process of a fellow, proficiency exam in foreign languages, filing of documents, procedures for defending dissertation and thesis and issuing notes in the Integrated Academic Management System (Siga). The hypothesis assumed was that there are difficulties faced by Administrative Technicians in Education (TAEs) in the execution of these activities, such as failures and lack of standardization, which have generated rework, absence or delay in responding to requests and consequent questions, criticisms and dissatisfaction of the claimants. In this context, the following research question arose: how to promote conditions for improving the activities developed by the TAEs of the Graduate Program in Education at UFJF? To answer this question, the general objective established was to critically evaluate these six work processes at the PPGE secretariat, with the purpose of seeking to improve procedures and the efficiency and control of the service provided. For that, the process management model was used as a theoretical basis to discuss the functioning of the PPGE organizational structure. For the presentation, analysis and interpretation of the data, the case study was used as a qualitative research methodology with the application of instruments such as documentary investigation, field diary and process mapping. With the research, it was possible to verify the existence of several forms of waste in the activities developed, especially those related to failures or the lack of an explicit procedures manual (waste of processing); excessive expenditure of human resources, time, energy and capital (waste of rework, inventory and transportation of information); and not sending or delaying the forwarding of the demand to the recipient and/or the response to the requester (waste of waiting). To overcome these difficulties, an Educational Action Plan was elaborated in which improvements were proposed for the work routines mapped in this study, as well as actions for the adoption of process management within the scope of PPGE, in order to establish the constant mapping and improvement of all organizational processes.