In recent years businesses around the world have been facing the challenges of a rapidly changing business and technology environment. As a result, organisations are paying more attention to supporting business process management by adapting to the dynamic environment. With the increased complexity and uncertainty in business operations, adaptive and collaborative business process and exception management (EM) are gaining attention. In the logistics industry, the growing importance of logistics worldwide as well as the increasing complexity of logistics networks and the service requirement of customers has become a challenge. The current logistics exceptions are managed using human brain power together with the traditional workflow technology-based supply-chain management or other logistics tools. The traditional workflow technology models and manages business processes and anticipated exceptions based on predefined logical procedures of activities from a centralised perspective. This situation offers inadequate decision support for flexibility and adaptability in logistics EM. The traditional workflow technology is also limited to monitoring the logistics activities in real-time to detect and resolve exceptions in a timely manner. To mitigate these problems, an intelligent agent incorporating business activity monitoring (BAM) decision support approach in logistics EM has been proposed and investigated in this research. This research creates and evaluates two IT designed artefacts (conceptual framework and prototype) intended to efficiently and automatically monitor and handle logistics exceptions. It follows a design science research strategy. The design, development, and evaluation adhere to the principles enunciated in the design science literature. The aim of this research is to solve the important logistics EM problem in a more effective and efficient manner. Two designed artefacts were strictly informed by, and incorporated with, three different theories. An exploratory case study and a later confirmatory case study assisted in the rigorous derivation of the design and framework. The results of the confirmatory case study were used in particular to refine the designed artefacts. Such a build-and-evaluate loop iterated several times before the final designed artefacts were generated. The designed artefacts were then evaluated empirically via a field experiment. The research included both a technical presentation and a practical framing in terms of application in the logistics exception monitoring and handling domain. In this study, there were three interrelated research phases. In the first research phase, a decision-making conceptual framework (an artefact) for design and development of real-time logistics EM system was developed. To enable more efficient decision support practices for logistics EM, the characteristics of logistics exceptions were first examined and identified. The logistics exception analysis was conducted through a comprehensive literature review and an exploratory case study conducted in a major logistics company in Australia. The logistics exceptions were then classified into known and knowable categories, based on the Cynefin sense-making framework (Snowden, 2002). On the basis of the logistics analysis, informed by Gartner’s three-layer BAM architecture (Dresner, 2003), the Cynefin sense-making framework decision models (Snowden, 2002), and Simon’s (1977) decision-making/problem-solving process, the real-time logistics EM conceptual framework was depicted. The BAM architecture provided the real-time decision support. Based on Cynefin’s decision model, adaptive business process flow was chosen for known and knowable logistics exceptions to speed up the decision-making process. In addition, Simon’s process theory was deployed to model the diagnosing process for known and knowable logistics exceptions. This conceptual model guided the analysis, design, and development for real-time logistics EM systems. In the second research phase, based on the logistics EM conceptual framework, a Web-service-multi-agent-based real-time logistics EM system (an artefact) was designed and developed. Intelligent agent technology was applied to deal with the complex, dynamic, and distributed logistics EM processes. Web-services techniques were proposed for more interoperability and scalability in network-based business environment. By integrating agent technology with Web-services to make use of the advantages from both, this approach provided a more intelligent, flexible, autonomous, and comprehensive solution to real-time logistics EM. In the third research phase, two designed artefacts were evaluated via a confirmatory case study and a field experiment. The confirmatory case study was conducted to collect feedback on the two designed artefacts (i.e., conceptual framework and prototype system) to refine them. The field experiment was then conducted to investigate the proposed logistics EM prototype system decision support effectiveness and efficiency by comparing the human decision-making performance with/without the logistics EM decision support facility. The evaluation results indicated that the proposed logistics EM prototype outperformed the one without logistics EM decision support in terms of more efficient decision process, higher decision outcome quality, and better user perception. The two designed artefacts were the major contributions of this research. They add knowledge to decision theory and practice. The artefacts are the real-time extension for Simon’s (1977) classic decision-making/problem-solving process model in logistics EM by incorporating BAM (Dresner, 2003). In addition, by adding the Cynefin sense-making framework (Snowden, 2002), the artefacts provide a more efficient decision-making routine for logistics EM. This research provides the first attempt (to the best of the researcher’s knowledge) to design a real-time logistics EM decision support mechanism based on decision science theories. To demonstrate the usability of the proposed conceptual framework, a logistics EM decision support prototype was designed, developed, and evaluated. For practice, the logistics exceptions classification, logistics EM conceptual framework, and incorporating agent technologies into logistics EM all will assist logistics companies to develop their logistics exception handling decision-making strategies and solutions.

Cette thèse a été réalisée dans le cadre du projet « Gestion et Optimisation de la Chaîne Documentaire », projet labellisé par le Pôle de compétitivité des Industries du Commerce. Le projet a pour but de concevoir et de développer un nouveau workflow et un outil d’aide à la décision. Ce système doit être capable de gérer et d’optimiser le flux complet dématérialisé de contrats reçus à COFIDIS.Nous présentons d’abord le framework retenu dans le cadre du projet pour modéliser et implémenter le workflow. En phase de conception BPMN a été choisi. Pour la partie développement, l’utilisation de BPEL a été préconisée pour implémenter et exécuter l'application finale (services web).Cependant la flexibilité offerte par BPMN peut conduire à des propriétés indésirables du processus telles que blocage et inaccessibilité. De plus, BPMN a été conçu pour fournir des modèles Orientés Process. Les données ou les ressources y sont donc peu représentées. En conséquence, l'analyse de performance sur un modèle BPMN est quasi inexistante.Afin de surmonter ces problèmes nous proposons d’insérer dans le framework deux nouvelles phases. Ces deux phases sont appliquées au modèle BPMN. La première est une phase de vérification et de validation et la deuxième une phase d'optimisation. Ces deux phases sont réalisées en transformant le modèle BPMN vers un langage formel. Notre choix dans ce travail a été d'utiliser les réseaux de Petri. Ce qui nous a permis de vérifier et de valider de bonnes propriétés du process. Quant à l’optimisation, nous avons défini une nouvelle variante du problème d’affectation (bin packing problem) et proposé une résolution à intégrer dans le processus d’aide à la décision / This thesis has been realized as a part of the project GOCD (French acronym for Management and optimization of document life cycle) and within the context of the French competitive cluster PICOM. The project aims to design and develop a new paperless workflow system and decision making tool to replace the current paper based system. The new workflow system must manage and optimize received credit demands at COFIDIS.The first part of this thesis presents and discusses a framework to model and implement workflow systems. The proposed framework allows more flexibility in workflow reengineering process and operational analysis for different business process. The proposed framework uses the most recent and promising language to model and execute workflow the Business Process Modeling Notation (BPMN) and Business Process Execution Language (BPEL).The flexibility offered by BPMN can also lead to undesirable properties for business process such as deadlocks and unreachablity. More, BPMN notation was designed to model business process, and little consideration was concentrated to represent data and resources. As a result, carrying out performance analysis on a BPMN model is also limited.To overcome these problems, we propose two additional phases in the reengineering process. They are applied to the target BPMN model. The first phase is verification and validation and the second one is optimization. These two phases are realized by transforming the BPMN model to a formal language, Petri nets. As for optimization, a new variant of bin packing problem has been defined. And we propose to integrate its resolution in a decision making tool

A gestão por processos de negócio (BPM) surgiu para facilitar a integração e coesão dos diversos setores da organização, centrados em seus processos e buscando gerar maior valor ao cliente. O objetivo desta dissertação é de investigar a utilização de BPM nas organizações de pequeno, médio e grande porte do setor metalmecânico de Caxias do Sul, pertencente a um dos maiores pólos metalmecânicos do estado do Rio Grande do Sul. Uma pesquisa do tipo survey, com questionário adaptado de Paim (2007), foi aplicada numa amostra de 106 empresas. O resultado aponta que 47,2% das empresas utilizam BPM como o estilo de gestão predominante, sendo que para fomentar este estilo investiram na faixa de R$ 0,00 a R$ 100 mil nos últimos quatro anos. Na média, o grau de gestão por processos praticado pelas empresas respondentes foi de 2,98 entre o grau 1 (não pratica) e o grau 5 (pratica habitualmente). Entre os motivos pelos quais as empresas decidiram utilizar BPM destaca-se a melhoria dos processos internos (22,4%). Uma das conclusões é que mesmo as organizações que dizem utilizar gestão por processos estão numa fase de transição, migrando de uma gestão funcional. A adoção de BPM de maneira holística, como definido pela literatura, ainda não é plenamente observada no cenário desse estudo. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-04-29T13:03:25Z No. of bitstreams: 1 Dissertacao Michele Ortobeli.pdf: 2871571 bytes, checksum: 0e18db5997ceb7f6fcd1ae95cd3ab969 (MD5) / Made available in DSpace on 2014-04-29T13:03:25Z (GMT). No. of bitstreams: 1 Dissertacao Michele Ortobeli.pdf: 2871571 bytes, checksum: 0e18db5997ceb7f6fcd1ae95cd3ab969 (MD5) / Business Process Management (BPM) emerged to facilitate integration and cohesion of different areas of an organization, which focuses on creating greater value to customer. This master thesis aims to investigate BPM application in small, medium and large metalworking companies located in Caxias do Sul, one of the largest metalworking regions of the State of Rio Grande do Sul, Brazil. A survey instrument, adapted from Paim (2007), was applied on a sample of 106 companies. Results show that 47.2% of the companies have used BPM as a predominant management style and in order to foster this style they have invested in the range of R$ 0,00 to R$ 100.000,00 in the last four years. Moreover, the average degree of BPM practiced by respondent companies was 2.98, where 1 means no practice at all and 5 indicates solid practice. Improvement of internal processes was most appointed (22.4%) as the reason why companies decided to use BPM. One of the major conclusions of the research is that even organizations that say to be involved with BPM are in a transition phase from traditional management style. The use of BPM to the fullest extent has not been observed in the scope of this research.

Dans cette thèse, nous nous sommes intéressés à la gestion dynamique des processus métiers. L’objectif étant de permettre d’une part, une exécution robuste qui prend en compte la dynamicité des différents éléments de processus métiers. D'autre part l’objectif est aussi de gérer les processus en prenant en compte les compétences nécessaires à leurs exécutions. Ce travail de thèse s’appuie sur l’approche BPM et plus précisément à sa phase d’exécution. Dans un monde de travail turbulent et en constante évolution, on parle souvent de modèles adaptables ou adaptatifs, de modèles qui s’enrichissent à chaque exécution et ne suivent pas un modèle structuré et prédéfini tel que le cas du BPM (Business Process Management) classique. En effet, les outils d’automatisation des processus métiers actuels ont été conçus pour fournir un soutien aux acteurs impliqués pour répondre aux questions : Qu'est-ce qui doit être fait? Qui est en charge de le faire? Quand faut-il être effectué? La plupart du temps ces systèmes sont prescriptifs. Ainsi, les acteurs impliqués ne sont pas seulement supportés, ils sont forcés à effectuer les tâches dans des séquences spécifiées. De surcroit, un processus flexible c’est un processus capable de changer que les parties qui ont besoin d'être changées tout en gardant la stabilité de ses autres parties. Dans ce contexte, parmi les approche prometteuses, l’approche orientée services offre aux entreprises une modularité permettant de remplacer facilement un composant par un autre, de le réutiliser et d’étendre son objectif en lui ajoutant un autre composant. De ce fait, dans le but de supporter l’agilité des processus métiers, nous proposons une approche combinant les trois approches suivantes : l’approche BPM, la gestion des compétences et l'approche orientée service dans un environnement social supportant le travail collaboratif. / In the modern economy, creating agile business processes is one of the conditions to obtain/ maintain competitive advantage on the market. Efficient organizations need to ensure that their business processes are flexible so that these processes can easily accommodate changes in regulations and policies. Actually, the management of business processes is supported by the BPM (Business Process Management) approach. It addresses the management, transformation and improvement of organizational operations. Yet, actual BPM does not feature the means to have a continuous adaptation of their business processes and quick adjustment of their models and resources allocation to meet changing environmental conditions. In this thesis, we aim to support the agility of business processes to ensure a continuous adaptation to changes. The agility of business processes, combined with the agility of employees and that of information technology are prerequisites for achieving business agility. To support agility at IT level, we use the SOA (Service Oriented Architecture) approach. Indeed, the SOA can provide numerous benefits to the organization, enabling it to reduce complexity and increase flexibility through their reutilization and modularity features. Moreover, resources which are important assets in successful process’s implementation are widely supported with agile organization regarded as primordial factor for successful agility implementation. For this reason, we propose an approach that combines management of processes with the required skills to their execution and to better enhance the process flexibility we combine BPM with SOA in a social environment.

Para permitir um efetivo gerenciamento de processos de negócio, o primeiro passo é o desenvolvimento de modelos de processo adequados aos objetivos das organizações. Tais modelos são utilizados para descreverem papéis e responsabilidades dos colaboradores nas organizações. Além disso, a modelagem de processos é de grande importância para documentar, entender e automatizar processos. As organizações, geralmente provêm documentos não estruturados e de difícil entendimento por parte dos analistas. Neste panorama, a modelagem de processos se torna demorada e de alto custo, podendo gerar modelos de processo que estão em desacordo com a realidade prevista pelas organizações. A extração de modelos ou fragmentos de processo a partir de descrições textuais pode contribuir para minimizar o esforço necessário à modelagem de processos. Neste contexto, esta dissertação propõe uma abordagem para identificar elementos de processo de negócio em texto em linguagem natural de forma semiautomática. Baseado no estudo de processamento de linguagem natural, foi definido um conjunto de regras de mapeamento para identificar elementos de processo em descrição textual Além disso, para avaliar as regras de mapeamento e viabilizar a abordagem proposta, foi desenvolvido um protótipo capaz de identificar elementos de processo em texto de forma semiautomática. Para medir o desempenho do protótipo proposto, foram utilizadas métricas de recuperação de informação, tais como precisão, revocação e medida-F. Além disso, foram aplicados dois questionários com o objetivo de verificar a aceitação perante os usuários. As avaliações apresentam resultados promissores. A análise de 70 textos, apresentou, em média, 73,61% de precisão, 70,15% de revocação e 71,82% de medida-F. Além disso, os resultados do primeiro e segundo questionários apresentaram, em média, 91,66% de aceitação dos participantes. A principal contribuição deste trabalho é propor regras de mapeamento para identificar elementos de processo em texto em linguagem natural para auxiliar e minimizar o tempo necessário à modelagem de processos realizada pelos analistas de processo. / To enable effective business process management, the first step is the design of appropriate process models to the organization’s objectives. These models are used to describe roles and responsibilities of the employees in an organizations. In addition, business process modeling is very important to report, understand and automate processes. However, the documentation existent in organizations about such processes is mostly unstructured and difficult to be understood by analysts. In this context, process modeling becomes highly time consuming and expensive, generating process models that do not comply with the reality of the organizations. The extracting of process models from textual descriptions may contribute to minimize the effort required in process modeling. In this context, this dissertation proposes a semi-automatic approach to identify process elements in natural language text. Based on the study of natural language processing, it was defined a set of mapping rules to identify process elements in text. In addition, in order to evaluate the mapping rules and to demonstrate the feasibility of the proposed approach, a prototype was developed able to identify process elements in text in a semiautomatic way To measure the performance of the proposed prototype metrics were used to retrieve information such as precision, recall, and F-measure. In addition, two surveys were developed with the purpose of verifying the acceptance of the users. The evaluations present promising results. The analyses of 70 texts presented, on average, 73.61% precision, 70.15% recall and 71.82% F-measure. In addition, the results of the first and second surveys presented on average 91.66% acceptance of the participants. The main contribution of this work is to provide mapping rules for identify process elements in natural language text to support and minimize the time required for process modeling performed by process analysts.

As organizações estão mais suscetíveis às mudanças e impactos do meio ambiente, e a necessidade de ações e novas formas de gerenciar é fruto das transformações que ocorreram e estão ocorrendo na última década. Os processos de negócio dentro desse cenário devem ser monitorados continuamente, e através da metodologia de Gerenciamento de Processos de Negócio é possível o controle dos processos, proporcionando iniciativas e ações que busquem integração, colaboração e automação. O processo de desenvolvimento de produtos, por ser um processo-chave para a organização, foi selecionado para pesquisa a fim de que a mesma pudesse buscar métodos ou metodologias para a melhoria do processo, visando oferecer respostas rápidas e eficientes como o mercado espera. Nesse sentido, o principal questionamento que surgiu foi qual o ciclo de processo gerenciado de desenvolvimento de produtos que mais se alinha aos objetivos estratégicos da organização, e como esse gerenciamento pode influenciar o processo no estabelecimento de metas e ações de melhoria contínua. Para responder a este questionamento, a presente pesquisa tem como objetivo principal desenvolver um modelo aplicado de gerenciamento do processo de desenvolvimento de uma determinada linha de produto alinhado aos objetivos estratégicos, em uma indústria eletroeletrônica. Para tanto, foi desenvolvida uma pesquisa de caráter exploratório em um único estudo de caso em uma indústria eletroeletrônica multinacional. O método de pesquisaação foi utilizado e combinado com uma específica metodologia de gerenciamento de processos de negócio, o qual permite descrever cada uma das fases da pesquisa ocorridas durante o redesenho do processo de desenvolvimento de novos produtos para o modelo de processo gerenciado e otimizado. Ao final da realização da pesquisa-ação, obteve-se o modelo aplicado para o gerenciamento do processo de desenvolvimento de produtos alinhados aos objetivos estratégicos da organização. As principais contribuições para a organização ficam por conta da criação de um novo processo de desenvolvimento de produto revisado, modificado, e monitorado. O processo foi alinhado aos indicadores estratégicos do balanced scorecard da organização, e os índices de maturidade de cada macroprocesso foram medidos antes e após as modificações realizadas. Para a academia, o uso do método de pesquisa-ação bem aplicado combinado com um modelo conceitual robusto e consolidado e a integração entre as metodologias do BPM, do Balanced Scorecard e dos modelos de maturidade foram as principais contribuições da presente pesquisa. / Companies are more susceptible for changes and impacts from environment and the necessity of actions and new ways to manage is one result of transformations that occurred and occurring in the last decade. Inside of this context business process should be monitoring continuously, and through the methodology of Business Process Management (BPM) is possible to control the process, providing initiatives and actions for integration, collaboration and automation. Product development process, as a keyprocess for the organization, was selected for research to found methods and methodologies for process improvement, to offer fast and efficient answers as market waits. In this direction the main question of this research is which cycle of managed process for product development is more aligned with strategically objectives of the company, and how this management can influence the process in the establishment of goals and actions of continuous improvement. To answer this question, the present research has as main goal to make a proposal of a applied model of management for the product development process, aligned with strategically objectives, in a electronic components company. For this, it was developed an exploratory research in only one case study in a multinational electronic industry. The research-action method was used and combined with a specific methodology of BPM, which allowed describing each one of the occurred phases of the research during the redesign of the product development process for the optimized and managed process model. After finished the research-action, the model applied for process management of product development process aligned with strategically objectives of the company was gotten. The main contribution for the company was a new process for product development, revised, changed and monitored. The process was aligned with strategically objectives of balanced scorecard, and the levels of maturity measured before and after changes modification. For the academy, the main contributions were the use of research-action well applied and combined with a robust and consolidated conceptual model, and the integration between methodologies of the BPM, Balanced Scorecard and Maturity Models.

Made available in DSpace on 2016-06-02T19:06:05Z (GMT). No. of bitstreams: 1 5226.pdf: 3993089 bytes, checksum: a0750877fc955b7274271f1326ade7b3 (MD5) Previous issue date: 2011-08-24 / One of the benefits of Service-Oriented Architecture is to make business processes adaptable when this architecture is adopted during software development. For reaching this purpose, it is essential to have a support for services identification in order to meet the business goals. However, many available services found on web environment are too specific and can hardly be reused in different applications. This happens because there is a lack of systematic approaches for supporting generic services identification in a systematic way. Objective: Presenting a strategy for identifying generic services that support business processes. The identification is supported by Goal Diagrams and Business Process Models and is composed by a set of guidelines which assist the domain engineer in extracting the services. The identified services are generic enough to be reused in similar applications of a specific domain. Methodology: To elaborate our strategy, some domain-specific business process were analyzed, aiming at extracting key tasks and turn them into generic web services. This analysis was supported by an extended version of goal diagrams (GTR) and conventional BPM models. Results: As a proof-of-concept we applied our strategy for identifying services in the planning processes domain and we developed a real e-gov web portal based on the identified services. The web portal was used successfully by two different schools for elaborating their planning processes. Conclusion: We claim that our strategy is generic and can be applied to other business processes providing software suitability to the organization dynamics, besides the potential reuse of services in different instances of the same business process. / Um dos benefícios da Arquitetura Orientada a Serviços é tornar os processos de negócios adaptáveis quando esta arquitetura é adotada durante o desenvolvimento de software. Para atingir este propósito, é essencial ter um suporte para a identificação de serviços a fim de atender os objetivos de negócio. No entanto, muitos serviços disponíveis encontrados no ambiente web dificilmente podem ser reutilizados em diferentes aplicações. Isso acontece porque faltam abordagens sistemáticas de apoio à identificação de serviços genéricos de uma forma sistemática. Objetivo: Apresentar uma estratégia para identificar serviços genéricos que dêem suporte aos processos de negócios. A identificação é apoiada por diagramas de objetivos e modelos de processos de negócios, e é composto por um conjunto de diretrizes que auxiliam o engenheiro de domínio na extração dos serviços. Os serviços identificados são genérico o suficiente para serem reutilizados em aplicações semelhantes de um domínio específico. Metodologia: Para elaborar a nossa estratégia, um processo de negócio específico de domínio foi analisado, com o objetivo de extrair tarefas chaves deste processo e transformá-las em serviços web genéricos. Esta análise foi apoiada por uma versão estendida de diagramas de objetivos (GTR) e modelos BPM convencionais. Resultados: Como prova de conceito, aplicamos a nossa estratégia para a identificação de serviços no domínio do processo de planejamento e desenvolvemos um portal web real com base nos serviços identificados. O portal foi utilizado com sucesso por duas escolas diferentes para a elaboração de seus processos de planejamento. Conclusão: Afirmamos que nossa estratégia é genérica e pode ser aplicada a outros processos de negócios provendo a adequação do software à dinâmica organização, além do potencial de reúso de serviços em diferentes instâncias do mesmo processo de negócio.

Este trabalho traz um apanhado sobre a BPM Business Process Management com ênfase na modelagem de processos de negócios. Primeiramente é apresentado um estudo da gestão de processos de negócios e também uma visão geral sobre a BPMN Business Processing Modeling Notation notação padrão de modelagem da BPM. Posteriormente, o trabalho traz um estudo de casos múltiplos, realizado em uma empresa do setor moveleiro, onde três processos de negócio típicos foram estudados, formalizados em BPMN e posteriormente validados. Trata-se de uma pesquisa exploratória e o tratamento dos dados é predominantemente qualitativo. O estudo apresenta as percepções dos indivíduos quanto a utilização dos modelos da BPM, em busca de uma linguagem comum para comunicação de processos. Para a coleta de dados fez-se uso de entrevistas semi-estruturadas. Os resultados sugerem que a formalização dos processos através da BPMN é aplicável, considerando-se a percepção de utilidade do modelo, esforço na utilização e intenção de uso. Quanto a utilização dos elementos da notação, demonstrou-se que os modelos construídos seguem uma curva logarítmica quanto a densidade de ocorrências, corroborando com resultados de estudos anteriores. A BPM também demonstrou ser viável, considerando-se as principais barreiras de adoção: cultura, desempenho, responsabilidades, metodologia e tecnologia da informação. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-29T16:18:35Z No. of bitstreams: 1 Dissertacao Rogerio Tessari.pdf: 1799797 bytes, checksum: 803adc41e47c60c17487a04c067346d9 (MD5) / Made available in DSpace on 2014-05-29T16:18:35Z (GMT). No. of bitstreams: 1 Dissertacao Rogerio Tessari.pdf: 1799797 bytes, checksum: 803adc41e47c60c17487a04c067346d9 (MD5) / This work presents some considerations about processes on organizations, around business process management (BPM) context, emphasizing business process modeling. First, it is presented a study on business process management and BPMN Business Process Modeling Notation standard BPM notation. In the sequence, it is presented a multiple case study, occurred in a furniture parts company, where three typical processes where studied, formalized using BPMN e then validated. It is an exploratory research, and data treatment is mainly qualitative. The research presents the perceptions from individuals about the use of the BPM models toward a common language for process communication. Semi-structured interviews where conducted for the purposes of data collection. Results suggests that the processes formalization through BPMN is applicable, considering the perception of effectiveness, effort on utilization and intent of use. The occurrence of elements on models, follows a logarithmic curve, corroborating previous studies. BPM seems to be viable, considering the main adoption barriers: culture, performance, responsibilities, methodologies and information technology.

Para permitir um efetivo gerenciamento de processos de negócio, o primeiro passo é o desenvolvimento de modelos de processo adequados aos objetivos das organizações. Tais modelos são utilizados para descreverem papéis e responsabilidades dos colaboradores nas organizações. Além disso, a modelagem de processos é de grande importância para documentar, entender e automatizar processos. As organizações, geralmente provêm documentos não estruturados e de difícil entendimento por parte dos analistas. Neste panorama, a modelagem de processos se torna demorada e de alto custo, podendo gerar modelos de processo que estão em desacordo com a realidade prevista pelas organizações. A extração de modelos ou fragmentos de processo a partir de descrições textuais pode contribuir para minimizar o esforço necessário à modelagem de processos. Neste contexto, esta dissertação propõe uma abordagem para identificar elementos de processo de negócio em texto em linguagem natural de forma semiautomática. Baseado no estudo de processamento de linguagem natural, foi definido um conjunto de regras de mapeamento para identificar elementos de processo em descrição textual Além disso, para avaliar as regras de mapeamento e viabilizar a abordagem proposta, foi desenvolvido um protótipo capaz de identificar elementos de processo em texto de forma semiautomática. Para medir o desempenho do protótipo proposto, foram utilizadas métricas de recuperação de informação, tais como precisão, revocação e medida-F. Além disso, foram aplicados dois questionários com o objetivo de verificar a aceitação perante os usuários. As avaliações apresentam resultados promissores. A análise de 70 textos, apresentou, em média, 73,61% de precisão, 70,15% de revocação e 71,82% de medida-F. Além disso, os resultados do primeiro e segundo questionários apresentaram, em média, 91,66% de aceitação dos participantes. A principal contribuição deste trabalho é propor regras de mapeamento para identificar elementos de processo em texto em linguagem natural para auxiliar e minimizar o tempo necessário à modelagem de processos realizada pelos analistas de processo. / To enable effective business process management, the first step is the design of appropriate process models to the organization’s objectives. These models are used to describe roles and responsibilities of the employees in an organizations. In addition, business process modeling is very important to report, understand and automate processes. However, the documentation existent in organizations about such processes is mostly unstructured and difficult to be understood by analysts. In this context, process modeling becomes highly time consuming and expensive, generating process models that do not comply with the reality of the organizations. The extracting of process models from textual descriptions may contribute to minimize the effort required in process modeling. In this context, this dissertation proposes a semi-automatic approach to identify process elements in natural language text. Based on the study of natural language processing, it was defined a set of mapping rules to identify process elements in text. In addition, in order to evaluate the mapping rules and to demonstrate the feasibility of the proposed approach, a prototype was developed able to identify process elements in text in a semiautomatic way To measure the performance of the proposed prototype metrics were used to retrieve information such as precision, recall, and F-measure. In addition, two surveys were developed with the purpose of verifying the acceptance of the users. The evaluations present promising results. The analyses of 70 texts presented, on average, 73.61% precision, 70.15% recall and 71.82% F-measure. In addition, the results of the first and second surveys presented on average 91.66% acceptance of the participants. The main contribution of this work is to provide mapping rules for identify process elements in natural language text to support and minimize the time required for process modeling performed by process analysts.

As organizações estão mais suscetíveis às mudanças e impactos do meio ambiente, e a necessidade de ações e novas formas de gerenciar é fruto das transformações que ocorreram e estão ocorrendo na última década. Os processos de negócio dentro desse cenário devem ser monitorados continuamente, e através da metodologia de Gerenciamento de Processos de Negócio é possível o controle dos processos, proporcionando iniciativas e ações que busquem integração, colaboração e automação. O processo de desenvolvimento de produtos, por ser um processo-chave para a organização, foi selecionado para pesquisa a fim de que a mesma pudesse buscar métodos ou metodologias para a melhoria do processo, visando oferecer respostas rápidas e eficientes como o mercado espera. Nesse sentido, o principal questionamento que surgiu foi qual o ciclo de processo gerenciado de desenvolvimento de produtos que mais se alinha aos objetivos estratégicos da organização, e como esse gerenciamento pode influenciar o processo no estabelecimento de metas e ações de melhoria contínua. Para responder a este questionamento, a presente pesquisa tem como objetivo principal desenvolver um modelo aplicado de gerenciamento do processo de desenvolvimento de uma determinada linha de produto alinhado aos objetivos estratégicos, em uma indústria eletroeletrônica. Para tanto, foi desenvolvida uma pesquisa de caráter exploratório em um único estudo de caso em uma indústria eletroeletrônica multinacional. O método de pesquisaação foi utilizado e combinado com uma específica metodologia de gerenciamento de processos de negócio, o qual permite descrever cada uma das fases da pesquisa ocorridas durante o redesenho do processo de desenvolvimento de novos produtos para o modelo de processo gerenciado e otimizado. Ao final da realização da pesquisa-ação, obteve-se o modelo aplicado para o gerenciamento do processo de desenvolvimento de produtos alinhados aos objetivos estratégicos da organização. As principais contribuições para a organização ficam por conta da criação de um novo processo de desenvolvimento de produto revisado, modificado, e monitorado. O processo foi alinhado aos indicadores estratégicos do balanced scorecard da organização, e os índices de maturidade de cada macroprocesso foram medidos antes e após as modificações realizadas. Para a academia, o uso do método de pesquisa-ação bem aplicado combinado com um modelo conceitual robusto e consolidado e a integração entre as metodologias do BPM, do Balanced Scorecard e dos modelos de maturidade foram as principais contribuições da presente pesquisa. / Companies are more susceptible for changes and impacts from environment and the necessity of actions and new ways to manage is one result of transformations that occurred and occurring in the last decade. Inside of this context business process should be monitoring continuously, and through the methodology of Business Process Management (BPM) is possible to control the process, providing initiatives and actions for integration, collaboration and automation. Product development process, as a keyprocess for the organization, was selected for research to found methods and methodologies for process improvement, to offer fast and efficient answers as market waits. In this direction the main question of this research is which cycle of managed process for product development is more aligned with strategically objectives of the company, and how this management can influence the process in the establishment of goals and actions of continuous improvement. To answer this question, the present research has as main goal to make a proposal of a applied model of management for the product development process, aligned with strategically objectives, in a electronic components company. For this, it was developed an exploratory research in only one case study in a multinational electronic industry. The research-action method was used and combined with a specific methodology of BPM, which allowed describing each one of the occurred phases of the research during the redesign of the product development process for the optimized and managed process model. After finished the research-action, the model applied for process management of product development process aligned with strategically objectives of the company was gotten. The main contribution for the company was a new process for product development, revised, changed and monitored. The process was aligned with strategically objectives of balanced scorecard, and the levels of maturity measured before and after changes modification. For the academy, the main contributions were the use of research-action well applied and combined with a robust and consolidated conceptual model, and the integration between methodologies of the BPM, Balanced Scorecard and Maturity Models.