Les organisations d’aujourd’hui ont besoin d’être plus agiles afin de survivre dans des marchés fluctuants et instables. C’est le cas particulier des processus de résolution de problèmes. La résolution de problèmes est une activité clé que les entreprises réalisent quotidiennement afin d’améliorer leur qualité et de réussir l’amélioration continue globale. Ces processus sont construits à partir des standards cadrés tels que le Plan, Do, Check, Act (PDCA), Define, Measure, Analyse, Improve, Control (DMAIC), ou le 8 Disciplines (8D)/ 9 Steps (9S). Dans ces méthodes, la généralisation et la réutilisation des connaissances sont facilitées par la standardisation. Cependant, les standards ayant tendance à contraindre fortement les processus, il est parfois difficile de réagir face à des évènements imprévus ou même de s’écarter pour mieux répondre aux besoins. Ainsi, le besoin de processus de résolution de problèmes suffisamment structurés mais pas sur-contraints par des standards apparaît. Un tel processus doit pouvoir être reconfiguré et adapté à des situations inattendues et se baser sur des méthodes de retour d’expérience. Cette thèse décrit la proposition d’un processus agile de résolution de problèmes guidé par le retour d’expériences et les connaissances. A cet effet, le cycle de vie d’un processus agile de résolution de problèmes, basé sur les principes du Case-Based Reasoning (CBR), est proposé. Au travers des cinq étapes d’un cycle de vie agile, le processus peut être défini, réalisé et stocké dans des bases d’expériences et de connaissances spécifiques à des fins de réutilisation. L’application du modèle à un processus de résolution de problèmes dans une entreprise de traitement de surface est présentée. Le processus est analysé en déployant le cycle de vie agile. Il est montré comment la méthode standard de résolution de problèmes utilisée au sein de l’entreprise peut devenir plus agile grâce à l’application de notre méthode. / In order to survive to the unstable and highly changing market-place, modern organisations need to adapt their business processes to be more agile. Such is, particularly, the case of problem solving processes. Problem solving is a key activity that companies perform on a daily basis to improve quality and to obtain sustainable and continuous improvement. Such processes are built following standard rigid frameworks as Plan, Do, Check, Act (PDCA), Define, Measure, Analyse, Improve, Control (DMAIC), or 8 Disciplines (8D)/ 9 Steps (9S). In these methods, the generalization and reuse of knowledge is facilitated by standardization. However, it is sometimes difficult to react to unexpected events due to over-constrained standards. Then, a need arises to define a problem solving process sufficiently structured but not over constrained by standards, which can be reconfigured and adapted to unexpected situations, and that is based on experience feedback principles. This thesis work describes a proposition of an agile problem solving process driven by the reuse of experiences and knowledge. For this purpose, based on Case-Based Reasoning (CBR) principles, the complete lifecycle of an agile problem solving process is proposed. Following the five steps that compose the agile lifecycle, the agile process can be defined, executed and stored in a dedicated knowledge and experience base. An application of the model to a specific problem solving process of a surface treatment company is presented. The process is analysed, deploying the complete agile lifecycle. It is shown how the standard problem solving method used within the company could become more agile through the application of our method.

Submitted by Raniere Barreto (raniere.barros@ufvjm.edu.br) on 2018-05-04T20:00:25Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) renildo_lemos_santos.pdf: 1679624 bytes, checksum: 9384bbabd8d1eb283fe5114d4867e067 (MD5) / Approved for entry into archive by Rodrigo Martins Cruz (rodrigo.cruz@ufvjm.edu.br) on 2018-05-14T14:19:16Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) renildo_lemos_santos.pdf: 1679624 bytes, checksum: 9384bbabd8d1eb283fe5114d4867e067 (MD5) / Made available in DSpace on 2018-05-14T14:19:16Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) renildo_lemos_santos.pdf: 1679624 bytes, checksum: 9384bbabd8d1eb283fe5114d4867e067 (MD5) Previous issue date: 2017 / Esta pesquisa aborda a implanta??o da gest?o de processos em uma Universidade Federal Multicampi em fases de expans?o e inicia??o de um processo de descentraliza??o administrativa. Apresenta a conceitua??o de processo e da gest?o de processo, sua import?ncia para as organiza??es, al?m de descrever as metodologias utilizadas para implanta??o desse modelo de gest?o. Destaca a mudan?a no modelo gerencial adotado pelo Governo Brasileiro na busca da efic?cia no uso dos recursos p?blicos, evidenciada nas seguintes a??es: a cria??o do GESP?BLICA, a institucionaliza??o da Carta de Servi?os ao Cidad?o e o Programa Eletr?nico Nacional. Neste estudo adotou-se o delineamento de campo devido ? inser??o do pesquisador no ambiente de estudos. A pesquisa teve como objetivo a realiza??o da modelagem do processo de compras, bem como a formaliza??o das principais atividades do processo. Os resultados contribu?ram para aprimorar a efici?ncia do processo pesquisado com a??es para corrigirem falhas detectadas durante o estudo. / Disserta??o (Mestrado Profissional) ? Programa de P?s-Gradua??o em Tecnologia, Sa?de e Sociedade, Universidade Federal dos Vales do Jequitinhonha e Mucuri, 2017. / This research is about the implantation of the processes management in a Multicampi Federal university which is in an expansion and initiation stage of an administrative decentralization process. It presents the conceptualization of the process and also the management process, its importance for the organizations, as well as the methodologies which are used for the implantation of this management model. It emphasizes the change in the managerial model adopted by the Brazilian government in quest for the effective usage of public resources, evinced by the following actions: the creation of the GESP?BLICA, the institutionalization of the service letter for citizens and the Electronic National Program. It was adopted, in this study, the delineation of the field research due to the insertion of the researcher in the study environment. The research has as its objective the accomplishment of the buying process modeling, as well as the formalization of the main activities of the process. The results have contributed to improve the efficiency of the researched process with actions to correct flaws detected throughout the study stage.

O presente trabalho trata da adaptação do ‘MEIO’ – Modelo de Estratégia, Indicadores e Operações, proposto por Müller (2003), para organizações não governamentais (ONGs) de pequeno e médio porte. O modelo tem por objetivo integrar o Planejamento Estratégico, Gerenciamento de Processos e Avaliação de Desempenho, tendo como uma de suas características a flexibilidade, o que permite que as organizações o apliquem, começando por qualquer módulo, dependendo do estágio de desenvolvimento em gestão empresarial que se encontram. Inicialmente, é apresentada uma fundamentação teórica que visa conhecer esses elementos de gestão e a realidade na qual se inserem as organizações sem fins lucrativos. Embasando a adequação do método, foram levantados dados de três fontes: (i) por meio da aplicação de questionários, cuja finalidade é conhecer o perfil e o nível de gestão das organizações objeto deste estudo; (ii) a partir da pesquisa desenvolvida pelo IBGE (2005) “Fundações Privadas e as Associações sem fins lucrativos no Brasil 2002”, que permite ter uma visão abrangente do perfil das organizações sociais brasileiras; e (iii) através de um estudo de caso em uma ONG, onde a aplicação do modelo permite um melhor conhecimento da ferramenta e do universo onde será aplicada. As conclusões oriundas da revisão bibliográfica e do levantamento de dados permitem a apresentação de uma proposta de modelo mais aderente aos objetivos e perfil das organizações sociais de pequeno e médio porte, sem, contudo, ser ampla o suficiente para ser estendida a todo universo, uma vez que o novo modelo não foi testado em outras organizações, o que é uma indicação, entre outras, para futuros trabalhos. / This thesis concerns about the adaptation of “MEIO” – A model that integrates strategy, indicators and operations – proposed by Müller (2003), to small and medium-sized nonprofit organizations. This model aims to integrate Strategic Planning, Business-Process Management and Performance Measurement. One of its characteristics is the flexibility that allows the organizations to apply ‘MEIO’ at any of its modules, depending on their development’s stage in management. Initially, theoretical information is given aiming a better knowledge of management elements and the reality on nonprofit organizations. To support the correspondence of the method, data was collected from three different sources: (i) interviews that establish the profiles and development’s level of the organizations focus of this study; (ii) a research about private foundations and nonprofit associations in Brazil made by IBGE (2005) – “Private Foundations and Nonprofit Associations in Brazil 2002”; and (iii) a case study carried out in a nonprofit organization that provides the necessary understanding of the tools used in the method and the universe where the model is applied. Due to conclusion based on the reviews and data, a more suitable model is proposed. This new model fits better the goals and profiles of small and medium-sized organizations. Finally, it is important to mention that this model is not universal, since it hasn’t been tested in other organizations, suggesting then a follow up of this study.

Much research has been undertaken to gain insight into business alignment of IT. This alignment basically aims to improve a firm’s performance by an improved harmonization of the business function and the IT function within a firm. The thesis discusses previous approaches and constructs an overall framework, which a potential approach needs to fit in. Being in a highly regulated industry, for airports there is little space left to increase revenues. However, the retailing business has proven to be an area that may contribute towards higher income for airport operators. Consequently, airport management should focus on supporting this business segment. Nevertheless, it needs to be taken into account that smooth airport operations are a precondition for successful retailing business at an airport. Applying the concept of information intensity, the processes of gate allocation and airport retailing have been determined to appraise the potential that may be realized upon (improved) synchronization of the two. It has been found that the lever is largest in the planning phase (i.e. prior to operations), and thus support by means of information technology (for information distribution and improved planning) may help to enable an improved overall retail performance. In order to determine potential variables, which might influence the output, a process decomposition has been conducted along with the development of an appropriate information model. The derived research model has been tested in different scenarios. For this purpose an adequate gate allocation algorithm has been developed and implemented in a purposewritten piece of software. To calibrate the model, actual data (several hundred thousand data items from Frankfurt Airport) from two flight plan seasons has been used. Key findings: The results show that under the conditions described it seems feasible to increase retail sales in the magnitude of 9% to 21%. The most influential factors (besides the constraining rule set and a retail area’s specific performance) proved to be a flight’s minimum and maximum time at a gate as well as its buffer time at gate. However, as some of the preconditions may not be accepted by airport management or national regulators, the results may be taken as an indication for cost incurred, in case the suggested approach is not considered. The transferability to other airport business models and limitations of the research approach are discussed at the end along with suggestions for future areas of research.

Cette thèse vise à proposer de nouvelles méthodes pour transformer les processus de la relation client. Elle entreprend de répondre aux défis que la révolution servicielle et digitale pose dans ce domaine aux démarches d’Excellence Opérationnelle inspirées du Lean management. La thèse postule que la conceptualisation dualiste de l’activité productive constitue la cause racine des difficultés que ces méthodes rencontrent actuellement ; elle cherche dans le pragmatisme et sa perspective non dualiste le développement de nouvelles approches. Pour ce faire, la thèse prend pour objet et propose la réécriture d’un manuel de formation à l’Excellence Opérationnelle. Elle confronte les instructions de ce manuel à l’expérience d’une intervention de transformation d’un processus client dans une société d’assurances. Elle mobilise les concepts pragmatistes pour instruire la critique du processus opérationnel existant et générer des solutions de remplacement. Le dispositif de recherche fait intervenir un praticien chercheur qui combine analyse documentaire, écoute non directive des clients, observation et analyse du travail des conseillers de la relation client et enquête coopérative avec les opérateurs pour faire émerger de nouvelles pratiques. Les trois articles de la thèse couvrent trois étapes existantes ou à introduire d’un projet d’Excellence Opérationnelle et concernent 1) la prise en compte de la complexité de la demande client 2) la définition du périmètre du processus client 3) l’équipement du conseiller client pour construire le sens des situations. / The aim of this dissertation is to propose new methods to transform the customer relationship process. It sets out to address challenges which the digital and service revolution pose to the measures for operational excellence inspired by Lean management. The dissertation assumes that the dualistic conceptualization of production activities is the root-cause of the difficulties faced by Lean management in the recent period. It therefore looks towards pragmatism and its non-dualistic perspective for the creation of new approaches. For this purpose, the dissertation holds, as subject and proposal, the rewriting of a training manual on operational excellence. This study tests the effectiveness of this training manual in the work of transforming a customer process in an insurance company. It adopts pragmatic concepts to carry out a critical assessment of the existing status and offers alternative solution proposals. The applied research device involves a practitioner-researcher who combines record analysis, non-directive listening of customers, observation and analysis of the work done by customer relation counsellors and a cooperative investigation with operators for the setting-up of new practices. The dissertation is divided into three parts that cover three existing or proposed steps in an operational excellence project. They include: 1) taking into account the complexity of the customer demand 2) identifying the scope of the customer process 3) equipping the customer counsellor in the understanding of issues.

Submitted by Jéssica dos Santos Leite Gonella null (jessica_gonella@hotmail.com) on 2018-02-26T15:31:32Z No. of bitstreams: 1 JéssicaGonella_PGAD_TUPA.02-2018.pdf.pdf: 3615336 bytes, checksum: 842536524c4c21f89b7a3fbf45ad85aa (MD5) / Approved for entry into archive by Eliana Katia Pupim (katiapupim@tupa.unesp.br) on 2018-03-02T17:51:10Z (GMT) No. of bitstreams: 1 gonella_jsl_me_tupa.pdf: 3615336 bytes, checksum: 842536524c4c21f89b7a3fbf45ad85aa (MD5) / Made available in DSpace on 2018-03-02T17:51:10Z (GMT). No. of bitstreams: 1 gonella_jsl_me_tupa.pdf: 3615336 bytes, checksum: 842536524c4c21f89b7a3fbf45ad85aa (MD5) Previous issue date: 2018-02-08 / Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP) / A complexidade atrelada à cadeia de suprimentos, assim como a importância econômica e social que a agricultura familiar representa para o país, são fatores que impulsionam a investigação científica. É notável o caráter dinâmico atrelado ao mundo dos negócios, sendo indissociável a implementação de estratégias necessárias a ultrapassar as adversidades impostas pelo ambiente. Nesse contexto, a presente pesquisa apresenta como objetivo geral, analisar quais são os gargalos para os processos de negócios da cadeia de suprimentos do setor de polpa de frutas, partir da relação entre agroindústria processadora e produtor rural familiar. O arcabouço teórico foi amparado pela Revisão Bibliográfica Sistemática (RBS), a qual proporcionou a identificação do estado da arte sobre Supply Chain Management (SCM) e processos de negócios, bem como serviu de base conceitual para a construção dos questionários de pesquisa. Para tanto, adotou-se como método o estudo de caso, o qual permitiu compreender a relação dial entre produtores rurais familiares e agroindústrias processadoras de polpa de frutas. Os dados foram colhidos por meio de questionários aplicados a quatro agroindústrias processadoras de polpa de frutas e 30 produtores rurais da região Oeste Paulista/SP. A análise dos dados foi amparada pela estatística descritiva e pelo método Grey Relational Analysis (GRA). Os resultados revelaram oito processos de negócios gargalos para os produtores rurais familiares e dois para as agroindústrias processadoras. Para os produtores rurais, encontrou-se os seguintes processos gargalos: Desenvolvimento de Produto e Comercialização II (0,555), Gestão de Retornos II (0,544), Gestão da Demanda I (0,524), Gestão do Relacionamento com o Ciente I (0,486), Gestão do Relacionamento com o Fornecedor II (0,478), Gestão do Fluxo de Manufatura I (0,447), Gestão de Retornos III (0,380) e Gestão da Demanda II (0,339). Já para as agroindústrias os processos de negócios gargalos foram Gestão de Retornos I (0,577) e Gestão de Retornos II (0,577). O estudo contribuiu para o entendimento da relação dial, bem como para o reconhecimento dos mercados institucionais no sentido de fortalecer o elo mais fraco da cadeia de suprimentos. Diante dos resultados aqui apresentados observa-se que a cadeia de suprimentos do setor de polpa de frutas enfrenta uma série de desafios. Tais desafios ultrapassam as fronteiras das propriedades rurais, incluindo fatores estruturais, históricos, sociais, culturais e organizacionais. No que tange os aspectos operacionais, é perceptível que a maioria dos agentes não estão dispostos a atuar com base nas vertentes de gestão propostas pela SCM. Para que isso ocorra, é fundamental que exista relações de interdependência e principalmente interesse mútuo na delimitação de parcerias e princípios cooperativos. Portanto, conclui-se que para alcançar a sinergia é necessário mais do que investimentos e amparo governamental, mas principalmente credibilidade, confiança e interesse em compartilhar informações estratégicas. A identificação dos processos de negócios gargalos se mostra importante a medida que permitiu traçar propostas que visam a superação dos gargalos e o alcance de melhor eficiência da cadeia de suprimentos. Como proposição para futuras pesquisas, sugere-se o desenvolvimento de um modelo de avaliação de cadeia de suprimentos do setor agroindustrial, que trate os problemas de acordo com suas especificidades particulares e encontre melhores soluções integradoras. / The complexity linked to the supply chain, as well as the economic and social importance that family agriculture represents for the country, are factors that drive scientific research. The dynamic nature of the business world is remarkable, and the strategies necessary to overcome the adversities imposed by the environment are inseparable. In this context, the present research aims to analyze the bottlenecks for the business processes of the supply chain of the fruit pulp sector, starting from the relationship between processing agroindustries and family farmer. The theoretical framework was supported by the Systematic Bibliographic Rreview (RBS), which provided the identification of the state of the art on Supply Chain Management (SCM) and business processes, as well as served as a conceptual basis for the construction of the research questionnaires. For this purpose, the case study was adopted as a method, which allowed the understanding of the dialectal relationship between family farmers and fruit pulp processing agro-industries. Data were collected through questionnaires applied to four pulp processing agroindustries and 30 rural producers from the West of São Paulo State. Data analysis was supported by descriptive statistics and the Gray Relational Analysis (GRA) method. The results revealed eight bottleneck business processes for the family farmers and two for the processing agroindustries. For rural producers, the following bottlenecks were found Product Development and commercialization II (0,555), Returns Management II Demand Management I (0.524), Customer Relationship Management I (0.486), Supplier Relationship Management II (0.478), Manufacturing Flow Management I (0,447), Returns Management III (0,380) and Demand Management II (0,339). For agribusiness, the bottleneck processes were: Customer Relationship Management I (0.786), Product Development and Commercialization I (0.760), Product Development and Commercialization II (0.718), Demand Management I (0.708), Returns Management I (0.577) and Returns Management II (0.577). The study contributed to the understanding of the dialect relationship, as well as to the recognition of the institutional markets in order to strengthen the weakest link in the supply chain. In view of the results presented here, it is observed that the supply chain of the fruit pulp sector faces a series of challenges. Such challenges extend beyond rural property boundaries, including structural, historical, social, cultural, and organizational factors. Regarding the operational aspects, it is noticeable that most agents are not willing to act based on the management aspects proposed by SCM. For this to occur, it is fundamental that there are relations of interdependence and mainly mutual interest in the delimitation of cooperative partnerships and principles. Therefore, it is concluded that achieving synergy requires more than investments and government support, but mainly credibility, trust, and interest in sharing strategic information. The identification of the bottleneck business processes is important as it allows to outline proposals that aim to overcome the bottlenecks and achieve better supply chain efficiency. As a proposal for future research, it is suggested the development of an agroindustrial supply chain evaluation model that addresses the problems according to their particular specificities and finds better integration solutions. / FAPESP: 2016.05.285-1

Made available in DSpace on 2015-05-14T12:20:11Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 1090914 bytes, checksum: ffa94d1e06cbe6e1951dbc96c910402e (MD5) Previous issue date: 2014-08-29 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / In the last 20 years, organizations have recognized the importance of learning as a vital element for insertion in a globalized and competitive world, for the continued development to put in a prominent position and leadership, with the ability to match the need yet unmanifested users or customers, ie, what they really value, but have not experienced or thought to ask. To achieve satisfactory levels of competitiveness, they need constant renewal, which happens by upgrading skills. It is observed currently an intense use of the process concept in the modernization of companies, seeking streamline their functioning. The application process system is connected to the learner organization culture, since this involves learning management model. Considering the importance of short processes for institutions, this study was aimed at analyzing the flows of academic binding process of FAINOR students, through courses General Secretariat, taking as base parameters of a learning organization. Therefore, she was elected as a form of research qualitative, exploratory, descriptive and documentary research and the procedure of observing the flow of processes effected in the Secretary of courses and analysis of documents. The hypothesis developed for this work is that the actions for process flows in FAINOR favor learning and the management of organizational knowledge. The survey revealed that the Courses General Secretariat (GSC) of FAINOR not use management by processes effectively. Manage the processes in the organization helps reduce costs and cycle times, improved overall quality of the organization and, especially, improve customer service, increasing their satisfaction and employee organizations increasing their competitiveness. / Nos últimos 20 anos, as organizações vêm reconhecendo a importância da aprendizagem como elemento vital para a sua inserção no mundo globalizado e competitivo, visando a um desenvolvimento continuado para se colocar numa posição de destaque e liderança, com a capacidade até de corresponder à necessidade ainda não manifestada dos usuários ou clientes, ou seja, aquilo que eles realmente valorizam, mas ainda não experimentaram ou pensaram em solicitar. Para atingir níveis satisfatórios de competitividade, elas necessitam de renovação constante, que acontece por meio da atualização de conhecimentos. Observa-se, atualmente, uma intensa utilização do conceito de processo na modernização das empresas, visando dinamizar o funcionamento delas. A aplicação do sistema de processos está ligada à cultura organizacional aprendente, uma vez que envolve a aprendizagem desse modelo de gestão. Considerando os processos de suma importância para as instituições, este trabalho tem como objetivo central analisar os fluxos do processo de vinculação acadêmica dos alunos da FAINOR, através da Secretaria Geral de Cursos, tomando-se por base parâmetros de uma Organização Aprendente. Para tanto, foi eleita como forma de investigação a pesquisa qualitativa, exploratória, descritiva e documental e como procedimento a observação dos fluxos dos processos efetivados na Secretaria de Cursos e análise de documentos. A hipótese elaborada para este trabalho é de que as ações voltadas para os fluxos de processos na FAINOR favorecem a aprendizagem e o gerenciamento do conhecimento organizacional. A pesquisa revelou que a Secretaria Geral de Cursos (SGC) da FAINOR não utiliza a gestão por processos de forma efetiva. Gerenciar os processos na organização auxilia na redução de custos e tempos de ciclos, melhorias na qualidade geral da organização e, principalmente, melhorar o atendimento ao cliente, aumentando a sua satisfação e dos funcionários das organizações ampliando sua competitividade.

Submitted by Automa??o e Estat?stica (sst@bczm.ufrn.br) on 2017-08-01T13:04:57Z No. of bitstreams: 1 RaimundoAlbertoRegoJunior_DISSERT.pdf: 3284085 bytes, checksum: 48491b8f37af9de3092b3cb2002d0b3c (MD5) / Approved for entry into archive by Arlan Eloi Leite Silva (eloihistoriador@yahoo.com.br) on 2017-08-03T21:22:33Z (GMT) No. of bitstreams: 1 RaimundoAlbertoRegoJunior_DISSERT.pdf: 3284085 bytes, checksum: 48491b8f37af9de3092b3cb2002d0b3c (MD5) / Made available in DSpace on 2017-08-03T21:22:33Z (GMT). No. of bitstreams: 1 RaimundoAlbertoRegoJunior_DISSERT.pdf: 3284085 bytes, checksum: 48491b8f37af9de3092b3cb2002d0b3c (MD5) Previous issue date: 2017-03-13 / A ado??o do Business Process Management (BPM) pelas empresas privadas tem como principais benef?cios a otimiza??o dos seus recursos e o alcance de suas metas. O objetivo deste estudo ? propor um framework com diretrizes para a implanta??o e operacionaliza??o dos princ?pios do BPM que vise a gest?o por processos em universidades p?blicas federais. Para desenvolvimento deste trabalho foi realizado uma revis?o bibliogr?fica tradicional sobre os temas escrit?rio de processos e melhoria organizacional, em seguida, uma revis?o bibliogr?fica sistem?tica no tema business process management. Na pesquisa de campo foi conduzido um estudo de caso na Universidade Federal do Rio Grande do Norte, que foi conclu?da com uma sess?o de focus group com dez especialistas que lidam com processos no setor p?blico, a fim de validar os condicionantes e elementos necess?rios do BPM na sua implementa??o. Como resultado da pesquisa te?rica e de campo, apresenta-se um framework do BPM contemplando os elementos para sua implementa??o na Universidade, sendo eles: (benef?cios catalisadores) - gest?o participativa, foco nos resultados, planejamento nos tr?s n?veis estrat?gico, t?tico e operacional, gest?o do conhecimento, melhor organiza??o da documenta??o e disponibilidade desta para ?rg?o de controle e auditoria, (benef?cios resultados) - melhoria global sist?mica na organiza??o, otimiza??o dos processos, maior transpar?ncia aos processos, integra??o entre os setores, satisfa??o dos colaboradores e clientes externos; (dificuldades) - falta de conscientiza??o da alta administra??o, resist?ncia ? cultura do BPM, continuidade entre gest?es sobre import?ncia do BPM para a organiza??o, falta de qualifica??o dos colaboradores, entendimento do BPM pelos integrantes da organiza??o, falta de integra??o entre os processos, necessidade de comprometimento da infraestrutura em TI, dimensionamento de pessoas e outros recursos; (organiza??o para implementa??o) - escrit?rio de processos, identifica??o e elabora??o de um plano de risco, implementa??o de um sistema de gest?o integrada (SI), defini??o de responsabilidades, gerenciamento por processos, mapeamento e padroniza??o global das atividades de processos, adequa??o de alguns processos, elementos motivacionais para ades?o dos servidores; (Caracter?sticas) - vis?o sist?mica dos processos, foco no valor e no cliente, e multidisciplinaridade. / The adoption of business process management (BPM) by private companies has the main benefits of optimizing their resources without achieving their goals. This dissertation aims to propose a framework with guidelines for the implementation and operationalization of the BPM principles that aim at a process management in federal public universities. For the development of this dissertation, was carried out a traditional bibliografic review on the topics process office and organizational improvement, then a systematic bibliographic review on the theme business process management. In the field research was conducted in a case study at the Federal University of Rio Grande do Norte with a focus group session eith tem specialists dealing with process in public sector in order to validate the constraints and necessary elements of BPM in this implementation. As a result, we presente a BPM framework that includes the elements for its implementation in the University. These are: (catalytic benefits) ? participative management, focus on results, planning at the three strategic levels, tactical and operational, knowledge management, better organization of documentation and availbility for control and audit, (benefits results) ? optimization of processes, greater transparency in processes, integration among sectors, employee satisfaction and internal costumers; (difficulties) ? lack of awareness of high administration, lack of integration between the processes, the necessity of commitment of the IT infrastructure, dimensioning of people and other resources; (organization for implementation) ? process office, identification and elaboration of a risk plan, definition of responsabilities, process mnagement, mapping and global standartization of processes, suitability of some processes, motivational elements for server adherence; (characteristics) ? systematic view of processes, non-value and non-customer focus and multidisplinarity.

O presente trabalho trata da adaptação do ‘MEIO’ – Modelo de Estratégia, Indicadores e Operações, proposto por Müller (2003), para organizações não governamentais (ONGs) de pequeno e médio porte. O modelo tem por objetivo integrar o Planejamento Estratégico, Gerenciamento de Processos e Avaliação de Desempenho, tendo como uma de suas características a flexibilidade, o que permite que as organizações o apliquem, começando por qualquer módulo, dependendo do estágio de desenvolvimento em gestão empresarial que se encontram. Inicialmente, é apresentada uma fundamentação teórica que visa conhecer esses elementos de gestão e a realidade na qual se inserem as organizações sem fins lucrativos. Embasando a adequação do método, foram levantados dados de três fontes: (i) por meio da aplicação de questionários, cuja finalidade é conhecer o perfil e o nível de gestão das organizações objeto deste estudo; (ii) a partir da pesquisa desenvolvida pelo IBGE (2005) “Fundações Privadas e as Associações sem fins lucrativos no Brasil 2002”, que permite ter uma visão abrangente do perfil das organizações sociais brasileiras; e (iii) através de um estudo de caso em uma ONG, onde a aplicação do modelo permite um melhor conhecimento da ferramenta e do universo onde será aplicada. As conclusões oriundas da revisão bibliográfica e do levantamento de dados permitem a apresentação de uma proposta de modelo mais aderente aos objetivos e perfil das organizações sociais de pequeno e médio porte, sem, contudo, ser ampla o suficiente para ser estendida a todo universo, uma vez que o novo modelo não foi testado em outras organizações, o que é uma indicação, entre outras, para futuros trabalhos. / This thesis concerns about the adaptation of “MEIO” – A model that integrates strategy, indicators and operations – proposed by Müller (2003), to small and medium-sized nonprofit organizations. This model aims to integrate Strategic Planning, Business-Process Management and Performance Measurement. One of its characteristics is the flexibility that allows the organizations to apply ‘MEIO’ at any of its modules, depending on their development’s stage in management. Initially, theoretical information is given aiming a better knowledge of management elements and the reality on nonprofit organizations. To support the correspondence of the method, data was collected from three different sources: (i) interviews that establish the profiles and development’s level of the organizations focus of this study; (ii) a research about private foundations and nonprofit associations in Brazil made by IBGE (2005) – “Private Foundations and Nonprofit Associations in Brazil 2002”; and (iii) a case study carried out in a nonprofit organization that provides the necessary understanding of the tools used in the method and the universe where the model is applied. Due to conclusion based on the reviews and data, a more suitable model is proposed. This new model fits better the goals and profiles of small and medium-sized organizations. Finally, it is important to mention that this model is not universal, since it hasn’t been tested in other organizations, suggesting then a follow up of this study.

Context. How end user development can be enabled and made attainable through the use of a web based graphical user interface, in systems that contains logic for handling BPMN flows as variation points. Investigated from a UX and usability perspective. Objectives. Designing prototypes of such a web-based interface, and then evaluating the usability with regards to the usability attributes effectiveness and learnability, with the goal finding relevant usability issues & solutions as well as investigating how the two usability attributes affected the participants’ subjective satisfaction. Methods. Two prototype versions were implemented, one based upon the other. A usability inspection (expert evaluation) was performed after the first prototype version (named alpha) was finished and the second version (named beta) was built based on that feedback. The usability of the prototypes were then evaluated in usability test sessions using the think aloud method together with the SUS (System Usability Scale) questionnaire.The recorded data from the usability test sessions was analysed. Usability issues & solutions were noted, filtered, tagged and grouped by design principle with the goal of looking for patterns. SUS scores were calculated from the questionnaires. Additional factor analysis was performed on the SUS data to get separate usability and learnability scores. Results. The results consisted of SUS scores for both prototypes together with learnability and usability scores. Common and noteworthy usability issues & solutions grouped by design principle. Detailed appendixes with scenarios exemplifying recorded video & voice data for four of the most relevant test participants. Conclusions. The two prototypes were compared. Improvements to effectiveness and learnability was found to have a positive impact on the participants’ subjective satisfaction in the described context. Additionally, a number of usability issues and solutions was identified that could be of value when developing similar software. In summary, the following findings were made related to effectiveness: Adding constraints to the number of options available to users helped increase effectiveness. The lack of keyboard shortcuts was a deal breaker for many users and had a negative impact on effectiveness.. Consistency in navigation was more important than expected. The lack of functionality for saving drafts in the browser, without downloading, was something that most users expected and was surprised not to find. Several users expected their drafts to be automatically saved. They were frustrated when their changes were lost without warning. The lack of an undo function was also a big issue for users, causing problems with recovery. Giving immediate feedback with a notification popup after users had deployed a flow worked well and was easier to implement than expected. The connection tool that ship with bpmn-js was hard to learn and use for several users. Additionally, some learnability related findings: Sandbox intended to boost learnability but caused problems with effectiveness. The BPMN notation was not familiar to the test participants. Some training or introduction would have been necessary in a real usage scenario. When important functionality was concealed in submenus it was harder for users to learn how to operate the editor, specifically a problem with the context pad. Properties panel. Issues with visibility of single items due to tabs being too cluttered. Affordance issues on input/output parameters tab. Consistency issue with the bpmn.io logo being placed in the where users expected a save button. Consistency. Negative impact on learnability due to lack of keyboard shortcuts. Users likely to learn faster if they could use the shortcuts they already know. Placement of the download button not consistent with other webapps. Unconventional to only have drag and drop for upload and no button. Issues with visibility and consistency related to maximizing/minimizing editor in beta prototype. Familiarity findings related to deploy button colour and label might have affected learnability.