Orientador: Maria Beatriz Felgar de Toledo / Dissertação (mestrado) - Universidade Estadual de Campinas, Instituto de Computação / Made available in DSpace on 2018-08-24T00:39:42Z (GMT). No. of bitstreams: 1 Vendramel_Wilson_M.pdf: 2338974 bytes, checksum: 2b8dd5f42689318d8e272c814d6001da (MD5) Previous issue date: 2013 / Resumo: O alinhamento entre negócios e tecnologia da informação é um fator bastante importante para as organizações competirem no cenário do mercado atual e futuro. A Gestão de Processos de Negócio (GPN) é uma abordagem que possibilita uma adaptação rápida da organização aos requisitos que mudam frequentemente a partir das novas exigências do mercado e de seus clientes. GPN apoia os processos de negócio utilizando conceitos e tecnologias para modelar, analisar, desenhar, medir e transformar processos envolvendo diversos elementos tais como pessoas, organizações, aplicações e documentos. Muitas organizações aparentam ainda não explorar totalmente os recursos oferecidos pela GPN, indicando que a aplicação dos conceitos e tecnologias na prática parece ser muito mais complexa. O objetivo deste trabalho é realizar uma pesquisa empírica de natureza qualitativa e propósito exploratório sobre a adoção das práticas de GPN. Para tal, neste estudo foi elaborado um roteiro de entrevista semiestruturada, principalmente com base no guia Business Process Management Common Body of Knowledge (BPM CBOK) e este procedimento de pesquisa foi aplicado com especialistas de seis organizações de tamanhos e segmentos de negócio distintos. Os dados foram coletados, registrados, analisados, interpretados e validados propiciando uma relação de práticas de GPN. Os resultados qualitativos obtidos apresentam o consenso e as principais barreiras encontradas entre as organizações estudadas a respeito da adoção dessas práticas / Abstract: The alignment between business and information technology is a very important factor for organizations to compete in the current and future scenario. The Business Process Management (BPM) is an approach that allows rapid adaptation of the organization to frequently changing requirements of the market and its customers. BPM supports business processes using concepts and technologies to model, analyze, design, measure and transform processes involving several elements such as people, organizations, applications and documents. Many organizations still do not appear to fully exploit the features offered by BPM, indicating that the application of concepts and technologies in practice seems to be much more complex. The aim of this work is to perform an empirical qualitative study and exploratory purpose of the adoption of practices of BPM. Even so, in this study was designed a semi-structured interview, mainly based on Business Process Management Common Body of Knowledge (BPM CBOK) guide and research procedure was applied with experts from six organizations of sizes and distinct business segments. The data were collected, recorded, analyzed, interpreted and validated providing a list of practices of BPM. The qualitative results obtained show the consensus and the main barriers encountered among the studied organizations about the adoption of these practices / Mestrado / Ciência da Computação / Mestre em Ciência da Computação

Submitted by Biblioteca da Faculdade de Farmácia (bff@ndc.uff.br) on 2017-03-21T17:44:35Z No. of bitstreams: 1 Carvalho, Jane Maria de [Dissertação, 2014].pdf: 1854525 bytes, checksum: 8314f03bac2b8f43a283a017e5cdfae7 (MD5) / Made available in DSpace on 2017-03-21T17:44:36Z (GMT). No. of bitstreams: 1 Carvalho, Jane Maria de [Dissertação, 2014].pdf: 1854525 bytes, checksum: 8314f03bac2b8f43a283a017e5cdfae7 (MD5) / A Atenção Primária à Saúde (APS) é a principal porta de entrada no sistema de saúde e se direciona para a promoção, prevenção e recuperação da saúde. No Brasil, o modelo de Estratégia da Saúde da Família (ESF) foi escolhido para fortalecimento da APS. A renovação da APS e o sistema baseado na ESF constitui uma importante abordagem para a produção de melhorias e a promoção da equidade nos serviços de saúde. Visando atender a essas necessidades a Assistência Farmacêutica precisa se reorganizar garantindo melhorias nos processos logísticos de abastecimento e qualidade na Atenção à Saúde. A Organização Pan Americana da Saúde (OPAS) apresenta uma alternativa para isto, a utilização do modelo de gestão por processos tendo como foco principal o indivíduo, família e comunidade (IFC). Ao direcionar a atenção principal do trabalho para IFC há a integração do farmacêutiuco com o usuário e a equipe multidisciplinar, promovendo saúde e o uso racional dos medicamentos. O propósito deste trabalho é aplicar o modelo de gestão por processos em uma farmácia de um serviço da atenção primária à saúde do município do Rio de Janeiro com o intuito de aproximar o farmacêutico na realização de serviços clínicos. Foi realizado um estudo de caso para demonstrar como ocorreu a aplicação do modelo de gestão por processos apresentado por autores que propõem a gestão por processos como um modelo alternativo à gestão convencional focada em funções. Os processos da farmácia foram mapeados e redesenhados. Os processos-chave e os críticos de êxito foram identificados e os indicadores foram selecionados na literatura para a mensuração destes processos. O processo de logística foi eleito como processo crítico, este processo teve seus indicadores mensurados ao longo de 6 meses, melhorias foram implantadas e foram definidos responsáveis por cada subprocesso. Os técnicos de farmácia se aproximaram do processo de logística e o farmacêutico se aproximou dos processos-chave. O processo-chave passou a ter maior destaque e participação do farmacêutico visando à melhoria do atendimento ao usuário, além disto, foi iniciado um novo processo-chave: o seguimento farmacoterapêutico de hipertensos. A reorientação do modelo de gestão do serviço de farmácia pôde contribuir com a inserção do farmacêutico na equipe multidisciplinar e na transformação do usuário do serviço no principal cliente das atividades desenvolvidas pelo farmacêutico. / The Primary Health Care (PHC) is the main gateway to the health system and is directed to the promotion, prevention and recovery. In Brazil, the model of the Family Health Strategy (FHS) was chosen to strengthen PHC. PHC renewal and based on the FHS system is an important approach for producing improvements and promoting equity in health services. Aiming to meet these needs the Pharmaceutical Assessment needs restructuring ensuring improvements in logistics processes and supply quality in Health Care The Pan American Health Organization (PAHO) presents an alternative to this, using the model of management by processes having as main focus of the individual, family and community (IFC). By targeting the main focus of the work for IFC pharmacist no integration with the user and multidisciplinary team, health and promoting rational use of medicines. The purpose of this paper is to apply the model of process management in a pharmacy of a service of primary health care in the city of Rio de Janeiro in order to approach the pharmacist in clinical services. A case study was conducted to demonstrate how the application of the management model for processes submitted by authors propose process management as an alternative model to conventional focused management functions occurred. The pharmacy processes were mapped and redesigned. The key processes and critical success were identified and indicators were selected from literature to measure these processes. The logistics process was elected as a critical process, this process had its indicators measured over 6 months, improvements were implemented and defined responsible for each subprocess. Pharmacy technicians approached the logistics process and the pharmacist approached the key processes. The key process now has greater prominence and participation of pharmacist seeking to improve the service to the user, in addition, has started a new key case: pharmacotherapeutic follow-up of hypertensive patients. The reorientation of the management model of the pharmacy service could contribute to the insertion of the pharmacist in the multidisciplinary team and the transformation of the service user in the main client of the activities performed by the pharmacist

Att man gör verksamhetsprocesser körbara innebär att man exekverar modellerade processer och förvandlar processerna till ett levande arbetsflöde. För att använda körbara processer i verksamheten behöver man först kartlägga och modellera verksamhetens processer, vilket lämpligast gör enligt metoden Business Process Management. Tre vanliga processrelaterade problem är långa ledtider, dålig följsamhet av fastställda arbetssätt och regelverk samt bristfällig kontroll över hur arbetet fortskrider. Syftet med B-uppsatsen är att undersöka vilken effekt användande av körbara processer får på verksamheten. För uppsatsen har en kvantitativ inriktad forskning tillämpats. Empirisk data har samlats in genom en riktad enkätundersökning till medlemmar i LinkedIn-gruppen ”Processorientering i praktiken”. Gruppens medlemmar är yrkesverksamma från både offentlig och privat näringsliv och har tagit del av någon form av utbildning inom processorientering i praktiken på Karlstad Universitet. Syftet med gruppen är att samproducera metoder för processorientering i praktiken som en del i kompetensutveckling och erfarenhetsutbyte inom processorienterad verksamhetsutveckling. Undersökningen visar att man är tveksam till att körbara processer medför kortare ledtider. Undersökningen visar också att det finns brister i hur verksamheter följer upp att medarbetarna följer fastställda processer och det upplevs att medarbetarna missar viktiga steg i processerna. Körbara processer medför bättre följsamhet av fastställda arbetssätt och regelverk. Körbara processer medför också bättre kontroll över hur arbetet fortskrider.

Denna C-uppsats ämnar att studera prioriteringar hos användare i ett system för processutveckling, med syftet att skapa underlag för en omarbetad implementation. I vissa organisationer handlar det om att öka utnyttjandegraden av investerade resurser, och en sådan plattform ger en bättre kontroll över vilka delar i ett system som påverkas av processförändringar. Underlaget för den konkreta implementation bestod till stor del av resultaten från en enkätstudie, där slutanvändare av ett existerande prototypsystem fick dela med sig av sina synpunkter. Resultatet från studien kombinerades också med relevanta vetenskapliga artiklar och litteraturstudier för att skapa underlag för modellen för den nya plattformen. En stor faktor som påvisades utifrån studien är behovet av tillgänglighet. Detta innefattar bl.a. tydligare relationer mellan entiteter, koncis presentation av data och snabbare informationsåtkomst. Modellen som skapats representerar ett system där fokus på ett dynamiskt och responsivt gränssnitt i kombination med tillgänglighet och logiska arbetsflöden utgör plattformen.

Corporate governance has been heavily criticised because of failures of companies across the globe. In response to these failures, legislative and regulatory changes have been introduced. However, sceptics argue that compliance to these legislative and regulatory acts is costly and time consuming, contributing to overregulation. Furthermore, these measures lack business value and there is no guarantee that adherence to these measures can be enforced. This thesis presents an argument for the better utilisation of electronic means and specifically Business Process Management Systems (BPMSs) in support of corporate governance. Orlikowski’s theory of “Technologies-in-Practice” is applied as theoretical underpinning to guide the research process. This thesis follows an interpretive research paradigm approach to gain insight and understanding of how the King principles for governance, can be inscribed into BPMSs and their components to improve corporate governance in South Africa. The theory of Orlikowski supports the structuration perspective of the research phenomenon. During this study, data was collected from a BPMS vendor company and seven South African BPMS user companies. After following a process of triangulation, the research findings were used to propose a theoretical framework that explains the utilisation of BPMSs in support of corporate governance in South Africa. Finally, a theoretical framework, reviewed by experts from the domains of corporate governance and business process management, is presented. / Thesis (PhD)--University of Pretoria, 2014. / gm2014 / Informatics / unrestricted

The human resource perspective of a business process is concerned with the relation between the activities of a process and the actors who take part in them. Unlike other process perspectives, such as control flow, for which many different types of analyses have been proposed, such as finding deadlocks, there is an important gap regarding the human resource perspective. Resource analysis in business processes has not been defined, and only a few analysis operations can be glimpsed in previous approaches. In this paper, we identify and formally define seven design-time analysis operations related to how resources are involved in process activities. Furthermore, we demonstrate that for a wide variety of resource-aware BP models, those analysis operations can be automated by leveraging Description Logic (DL) off-the-shelf reasoners. To this end, we rely on Resource Assignment Language (RAL), a domain-specific language that enables the definition of conditions to select the candidates to participate in a process activity. We provide a complete formal semantics for RAL based on DLs and extend it to address the operations, for which the control flow of the process must also be taken into consideration. A proof-of-concept implementation has been developed and integrated in a system called CRISTAL. As a result, we can give an automatic answer to different questions related to the management of resources in business processes at design time.

Health-care delivery involves clinical handover processes that occur at many levels of inpatient care. These processes are essential to an effective health-care system due to their role in achieving efficient communication, reducing transmission time, and lowering costs. Ensuring safe and effective handover requires the coordination of multiple care providers that work together to deliver patient care efficiently. Poor coordination during handover can have major effects on patient care, leading to loss of information and contributing to adverse events. As health-care delivery evolves to become more patient-centered, handovers from short- to long-term care need to maintain a strong communication, which in turn will depend on the evolution of support systems for that communication. Due to the wide range of care providers and patient needs, there has so far been a lack of research work on handover processes. This study aims to explore the clinical handover process for patients moving from a cardiology unit to home and community care settings, and how they are affected by varying degrees of communication. It relies on literature review and a case study conducted at Montfort Hospital, Ontario, to identify and analyze the major factors involved in this type of handover, and to form suggestions about how this process could be improved. This thesis analyzes process scenarios arising in the case study, modeling them using business process management (BPM) tools and techniques to identify problems and formulate solutions. A model of the existing process is created and analyzed using business process management notation (BPMN), and is then subjected to analysis, the results of which identify several communication issues with a potential to cause delays and information loss. The findings highlight the importance of collaboration among care providers, and indicate the potential uses of BPM methodology to choreograph that collaboration. The study ultimately shows how improvements to collaboration and information exchange can increase the communication effectiveness in handover processes and reduce the probability of adverse patient events.

Reporting patient states is considered an important part of care process monitoring in the hospital to efficiently monitor how well the health care system is performing. Monitoring care processes with enough fine-grained detail to precisely track wait states and service states in order to reduce wait times and improve their quality of care are challenging. Business Process Management (BPM) technology is used to bring care processes online, but there is no clear methodology on how to integrate performance management into BPM tools in a systematic matter that is effective, and minimizes complications and development costs. This thesis proposes a BPM methodology for care process monitoring that structures how to integrate performance monitoring into BPM. The major contribution of this thesis includes a generic methodology for care processes monitoring that describes how to structure and instrument a business process model for systematic care process monitoring which includes support for handoff points between organizations where many wait-time bottlenecks occur. It also includes a prototype implementation based on an existing case study based on a real cardiology care process from an Ontario hospital. Our results are evaluated using three different prototypes based on this same care process. The research methodology for the thesis is based on Design-Science research.

Les projets de gestion des processus métiers apparaissent de plus en plus présents dans les préoccupations des décideurs. Ils semblent apporter de nombreux bénéfices, mais ils amènent les organisations à devoir dépasser d'importantes difficultés ; elles devront concilier de nombreuses contraintes, internes – en termes de performance ou de gestion de leurs ressources – ou externes – notamment en termes de contraintes de normalisation et/ou réglementaires –, source d'équivocité pour les acteurs. Notre problématique est alors la suivante : dans une situation fortement équivoque telle que la prise en compte d'une nouvelle norme, quelle méthodologie de management des processus permettrait de mieux concilier les contraintes internes et externes de l'organisation ? Nous proposons de nous appuyer sur un cas original d'adaptation d'une organisation industrielle aux contraintes de normalisation et sur l'étude de la littérature portant sur le management des processus, la création de sens et la théorie de la régulation sociale. Notre objectif est de mettre en évidence les caractéristiques d'un dispositif de management des processus qui puisse répondre à notre questionnement. Nous proposerons et défendrons alors la thèse suivante : les démarches de management des processus trouvent un réel écho auprès des managers car elles sont susceptibles de les aider à créer du sens, grâce aux cadres que leur mise en place suppose et aux interactions qu'elles permettent. / Managers appear to be more and more concerned by business process management projects. Although these systems seem to bring many benefits, organizations are required to overcome major difficulties; by conciliating numerous constraints, both internal –in terms of performance or resource management– and external –particularly in terms of standards, and/or regulation–, a source of equivocality for actors. The issue could be described as following: in a highly equivocal situation such as a new standard integration, which business process management methodology could conciliate better internal and external constraints of the organization? We propose to build on an original case of adaptation of an industrial organization facing standardi-zation constraints and on the study of the literature of business process management, sense-making and social regulation theory. Our aim is to highlight the characteristics of a business process management system that could enable us to answer our questioning. We will there-fore propose and defend the following thesis: business process management appeals to managers because it is likely to help them in sensemaking through its required framework and interactions introduced.

The aim of the thesis is the specification of user requirements for complaints and claims management in selected company providing financial services in the Czech Republic. The first section explains the basic theoretical background in the field of process management and information systems. It is also discussed the view of complaints and claims management from customer side. The second section describes the system of complaints and claims management in the company. Based on the analysis of the process the next section specifies the user requirements for a new information system and assesses expected benefits and potential risks of implementing a new information system.