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Previous issue date: 2016-02-03 / Os novos modelos de gest?o t?m provocado a reorganiza??o das institui??es na atualidade. Muito se fala na melhoria da presta??o de servi?os das entidades p?blicas, e estas t?m procurado adotar essas novas iniciativas no intuito de melhorar a qualidade do produto ou servi?o ofertado aos usu?rios. A moderniza??o no modelo de gest?o na Universidade Federal do Rio Grande do Norte (UFRN) fortaleceu-se com a ades?o da institui??o ao Programa Gesp?blica, cujo foco ? a moderniza??o gerencial levando as institui??es a procurarem meios de se adequarem para fazer frente ?s demandas propostas pelo Programa. Diante disso, a Diretoria de Administra??o de Pessoal (DAP) estruturou seus processos e procedimentos utilizando a ferramenta de mapeamento de processos. A presente pesquisa parte do questionamento: quais foram os resultados obtidos com a implanta??o da gest?o e do mapeamento de processos da DAP? Prop?e-se como objetivo geral analisar a gest?o e o mapeamento de processos da referida Diretoria, identificando os poss?veis benef?cios na melhoria da qualidade da presta??o dos servi?os aos usu?rios. Como objetivos espec?ficos, para se alcan?ar os resultados, apontam-se: descrever como se realizou a implanta??o da gest?o e do mapeamento de processos na DAP e como est? funcionando no momento; analisar a conson?ncia na rela??o entre as a??es desenvolvidas pela DAP e as modernas teorias dessa tem?tica; identificar a evolu??o do setor com as medidas adotadas e os resultados obtidos com a implanta??o da ferramenta de mapeamento. No referencial te?rico, foi abordado um breve hist?rico da evolu??o da administra??o p?blica no Brasil, o Programa Gesp?blica e sua import?ncia para a gest?o de processos nas institui??es p?blicas, bem como a Gest?o e Mapeamento de Processos. O universo do estudo foi a UFRN, e a amostra, a DAP, que pode ser considerada tamb?m a unidade de an?lise ? qual a infer?ncia ? dirigida. Para este estudo de caso, foram realizadas pesquisas bibliogr?ficas e documentais. A coleta de dados foi feita atrav?s do estudo dos documentos da institui??o, de an?lise de bibliografia dispon?vel sobre o tema, de question?rios e entrevistas semiestruturadas com profissionais da institui??o envolvidos com objeto do estudo, desde sua concep??o at? o momento atual. Como resultado, buscou-se analisar quais os benef?cios que a gest?o e o mapeamento dos processos trouxeram para a institui??o, verificando o que foi melhorado no atendimento aos usu?rios e buscando mensurar essas mudan?as e apontar as ferramentas utilizadas, observando se estas foram adequadas para a implanta??o do mapeamento. Tamb?m foi analisado de que forma esses procedimentos podem, se poss?vel, ser ampliados para outros setores da UFRN. / The new management models have led to the reorganization of institutions today. Much is made in improving the delivery of public services entities, and they have sought to adopt these new initiatives in order to improve the quality of the product or service offered to users. The modernization of the management model at the Federal University of Rio Grande do Norte (UFRN) strengthened by the accession of the institution to GesP?blica Program, which focuses on the management modernization leading institutions to seek ways to fit to meet the demands proposed the Program. Therefore, the Department of Personnel Administration (DAP) has structured its processes and procedures using the mapping tool processes. This research starts from the question: what were the results obtained with the implementation of the management and process mapping of PAD? It is proposed as a general objective to analyze the management and the mapping of that Board processes, identifying the possible benefits in improving the quality of the services provided to users. The specific objectives to achieve results, are pointed out: describe how you carried out the implementation of the management and process mapping in DAP and how it is working at the moment; examine the line in the relationship between the actions developed by the DAP and modern theories of this theme; identify the evolution of the sector with the measures adopted and the results obtained with the implementation of the mapping tool. In the theoretical framework, it was approached a brief history of the evolution of public administration in Brazil, GesP?blica program and its importance for process management in public institutions as well as the Management and Process Mapping. The context of the study was the DAP, and participants were managers of the institution in the survey. Data collection was done through the study of the institution's documents, bibliography analysis available on the topic, questionnaires and semi-structured interviews with professionals of the institution involved with the object of study, since its inception until July 2015, when it was finished the search. As a result, were listed: the motivation, importance, benefits and innovations that management and the mapping of processes brought to the institution, point out what has been improved in the service users and the tools used. We also analyze the main problems identified during the implementation of the mapping. As a suggestion, it was analyzed how these procedures can, if possible, be extended to other sectors of UFRN.
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/20829 |
| Date | 03 February 2016 |
| Creators | Moreira, Elzeni Alves |
| Contributors | 53841514472, http://lattes.cnpq.br/2406703224108111, Alves Filho, Ant?nio, 42312647400, http://lattes.cnpq.br/4852627579601532, Silva, Anielson Barbosa da, 78884284449, http://lattes.cnpq.br/3405428972303042, Costa, Maria Teresa Pires |
| Publisher | Universidade Federal do Rio Grande do Norte, PROGRAMA DE P?S-GRADUA??O EM GEST?O P?BLICA, UFRN, Brasil |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Source | reponame:Repositório Institucional da UFRN, instname:Universidade Federal do Rio Grande do Norte, instacron:UFRN |
| Rights | info:eu-repo/semantics/openAccess |
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