Submitted by Automa??o e Estat?stica (sst@bczm.ufrn.br) on 2018-03-13T12:38:22Z No. of bitstreams: 1 HugoLopesDeAraujo_DISSERT.pdf: 3125432 bytes, checksum: 6eb44e30d262c3ba524e8f8dade800da (MD5) / Approved for entry into archive by Arlan Eloi Leite Silva (eloihistoriador@yahoo.com.br) on 2018-03-19T15:06:46Z (GMT) No. of bitstreams: 1 HugoLopesDeAraujo_DISSERT.pdf: 3125432 bytes, checksum: 6eb44e30d262c3ba524e8f8dade800da (MD5) / Made available in DSpace on 2018-03-19T15:06:46Z (GMT). No. of bitstreams: 1 HugoLopesDeAraujo_DISSERT.pdf: 3125432 bytes, checksum: 6eb44e30d262c3ba524e8f8dade800da (MD5) Previous issue date: 2017-11-24 / Considerando-se o atual momento na gest?o p?blica brasileira, onde se prioriza os princ?pios da efici?ncia e a qualidade dos servi?os prestados, se faz preciso a constante melhoria dos procedimentos administrativos das institui??es em geral, em especial das institui??es p?blicas, criticadas pela sociedade. Os processos s?o a base do funcionamento das institui??es, fontes de cont?nuas melhorias neste trabalho. Este estudo tem como objetivo propor melhorias a partir do mapeamento de processos do curso de gradua??o em administra??o da Universidade Federal do Rio Grande do Norte - UFRN, contemplando a identifica??o, a descri??o e a elabora??o dos fluxos de atividades acad?micas. Nesse sentido, realizou-se uma an?lise na Coordena??o do curso de gradua??o em Administra??o baseada na t?cnica de pesquisa-a??o, com finalidade explorat?rio-descritiva. Adotou-se como estrat?gica metodol?gica a pesquisa documental; pesquisa bibliogr?fica; e estudo de caso. Utilizou-se a abordagem qualitativa, uma vez que n?o se pretendia chegar a dados estat?sticos, visando compreender os aspectos dos processos da Coordena??o e as informa??es que influenciam no desempenho desses. Ap?s a an?lise dos processos considerados foi realizada a elabora??o dos fluxos atrav?s da nota??o BPMN com o uso do software Bizagi Process Modeler ? BPM. Foram feitas propostas de melhorias para os processos, como torna-los eletr?nicos e eliminar fluxos burocr?ticos desnecess?rios, e para a realiza??o das atividades do setor, visando melhorar a efici?ncia e a qualidade dos servi?os. Melhorias estas aplic?veis a todas as coordena??es de cursos de gradua??o que utilizem o sistema SIGAA. Ademais, foi criada uma carta de servi?os, descrevendo e disponibilizando aos usu?rios, todos os servi?os desenvolvidos pelo setor. / Considering the current moment in Brazilian public management, where priority is given to the principles of efficiency and the quality of services provided, it is necessary to constantly improve the administrative procedures of institutions in general, especially public institutions, criticized by society. The processes are the basis of the functioning of the institutions, sources of continuous improvements in this work. This study aims to propose improvements from the mapping of processes of the undergraduate course in administration of the Federal University of Rio Grande do Norte - UFRN, contemplating the identification, description and elaboration of flows of academic activities. In this sense, an analysis was conducted in the Coordination of the undergraduate course in Administration based on the research-action technique, with an exploratory-descriptive purpose. Documentary research was adopted as a methodological strategy; bibliographic research; and case study. The qualitative approach was used, since it was not intended to reach statistical data, aiming to understand the aspects of the Coordination processes and the information that influence the performance of these. After the analysis of the processes considered, the elaboration of the flows through the BPMN notation using the Bizagi Process Modeler - BPM software was performed. Proposals were made to improve processes, such as making them electronic and eliminate unnecessary bureaucratic flows, and to carry out activities in the sector, in order to improve the efficiency and quality of services. These improvements apply to all coordinations of undergraduate courses that use the SIGAA system. In addition, a service letter was created, describing and making available to users, all the services developed by the sector.