Gestão de processos na perspectiva sociotécnica: estudo em uma universidade federal

Abstract

Research objective: to analyze the process management of the Remuneration Management Department of the Federal University of Juiz de Fora - UFJF and to identify opportunities for improvement, according to employees of the department and their respective managers, from a sociotechnical perspective. Theoretical framework: This work follows the line of research of Public Administration and Organizations, which aims to conduct external research for the formulation, implementation and evaluation/monitoring of management practices and organizational strategies. In this context, this research seeks to understand how the implementation of a certain management tool (Process Management) occurs in a sector of the UFJF (GREM), seeking through a sociotechnical perspective to expand knowledge on the subject in public management. Methodology: A qualitative research of exploratory nature was carried out. In the data collection, semi-structured interviews were conducted with employees of the aforementioned sector and with managers linked to it, as well as documentary research. Thematic analysis was used as the analysis methodology. The results indicate that Process Management occurs in a very informal manner in the sector. Despite the existence of a formal structure at UFJF for carrying out this activity, the employees do not seem to participate, which means that the process maps and information generated are considered inadequate or even unknown by the end-of-line employees, who are left unsupported by the existing formal organizational information. There seems to be a barrier between the formal structure that exists in senior management and what reaches the end-of-line employees. Originality/Relevance: The study is original in that it focuses on only one department and seeks to know how the implementation of process management affects the end-of-line employees, how it occurs in practice, considering the technical and social aspects. Its relevance lies in the collection of data concerning the reality of process management, which seeks to know from the end-of-line employee and those involved in the sector whether the benefits of process management are being collected. Practical contributions: considering the results of the research, a formal process of process management was proposed for the department, considering the technical and social possibilities of the department. The potential impact is that the sector will receive some of the benefits of the process management methodology, and this process serves as a starting point for the development of the methodology in the sector, which would bring real practical and organizational impacts.