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PurposeStart-ups can change the direction of a country's economy when they manage to remain in the market, as they are companies that generate innovation, income and employment. However, these are companies that need both favorable external conditions that guarantee their survival, and internal capacities for the development of a management that is able to consider the needs for change in the product or service and consolidate the business as a whole. Therefore, start-ups need to develop dynamic capabilities (DCs), which are achieved through the processes that direct, coordinate and formulate the strategies of the other processes. Therefore, adopting a management approach that enables the development of DCs is essential for the survival of start-ups. The business process management (BPM) approach becomes an appropriate option, since it identifies business processes to adapt organizational management to new market demands. It can be used to interpret the environment, to understand the organization internally and to transform; it is flexible to the needs and characteristics of each organization. Based on this, the objective of the study is to develop a BPM framework that operationalizes the development of DCs in start-ups.Design/methodology/approachThe method used consisted of two case studies and analysis of documents and seven interviews. Two start-ups that underwent BPM promotion in 2018 and 2020 were selected. The start-ups are Brazilian and from the biotechnology sector. Interviews were conducted with the team that promoted BPM at start-ups and with members of the start-ups that participated in the promotion. The interviews followed a semi-structured script elaborated according to the authors of the literature review. Discourse analysis was used to identify excerpts from the statements that expressed the content of the questions. All interviews were recorded with the prior consent of the participants and later validated with them.FindingsThe BPM promotion framework for start-ups is divided into four steps: “frame BPM,” “understand BPM,” “enable BPM” and “continue BPM”. Nine principles constitute the promotion of BPM: (1) context consideration principle, (2) holistic, (3) simplicity, (4) involvement, (5) empowerment, (6) shared understanding, (7) purpose, (8) technological appropriation and (9) continuity. Promoting BPM in start-ups has developed dynamic entrepreneurial and networking capabilities.Social implicationsAs for the contribution to society, scientific studies make it possible to structure tacit knowledge and give direction to human action based on assertive methods; thus, the scientific contribution on DCs and start-ups brings assertiveness to start-up managers and the entire chain they impact with their actions, which makes their performance more beneficial to society.Originality/valueAs for the contribution to the state-of-the-art, visualizing the principles in a practical way, through the application of the BPM promotion project in start-ups, made it possible to understand the BPM cycle in a less rigid and more fluid way. This format proved to be suitable for the start-ups in the case study, as it ensured that they learned both about how the approach works and about the advantages of using it in the management of start-ups, thus contributing to the development of these important organizations for the economy of different countries.

PurposeA region can be registered as a geographical indication (GI) when its human or natural characteristics influence product attributes. However, GI registration is a complex process that can lead applicants to conflicts and resource waste. Since metabolomics can support product typicality, it can be an effective tool to evidence the place-product link, essential for GI registration. With the aim of increasing GI registration efficiency, this research aimed to map the Brazilian GI registration process from end to end, using business process model and notation (BPMN), and evaluate the application of metabolomics techniques as facilitator.Design/methodology/approachA qualitative exploratory study was proposed, with the Brazilian GI registration process as unit of analysis. Primary data was obtained through twelve in-depth interviews with GI producers, members of supporting institutions and metabolomics experts. Based on the collected data, the complete GI registration map was designed with bpmn.io software.FindingsResults provided a clear view of the GI registration process. Interviewees considered the selection of the appropriate GI category, the establishment of GI common rules, product specification and the confirmation of the place-product link as the most demanding requirements. Since the last two involve specifying the influence of the origin on products, the use of metabolomics was suggested as a powerful tool to complete these stages.Research limitations/implicationsThe theoretical contribution is provided by the interweave of the three scientific fields mentioned (GI, business process management (BPM) and metabolomics) to contribute to the still small body of literature on GI-related processes. Additionally, other theoretical contributions are the presentation of a GI registration map associated to the use of “omics” techniques as process facilitator.Practical implicationsThe practical contribution of this work is the establishment of an end-to-end view of the entire GI registration process, which makes easier for applicants to engage, plan resources and achieve the GI label. Furthermore, metabolomics acts as a facilitator since its data can be used for different purposes on the way to GI registration.Social implicationsResults can be used to facilitate GI registration, reducing resources demanded from applicants. GI labels provide product protection, better selling prices and competitive advantages for producers, which are positive outcomes in countries with a commodity-based economy like Brazil.Originality/valueThe originality of the study lies in the approach used to map the GI registration process, as well as the suggestion of metabolomics as facilitator in some of its stages.

Purpose This study aims to examine the influence of lean management practices on organizational process effectiveness and maturity. The underlying assumption of this paper is that lean management practices may have a positive relation with the initiation and the adoption of a process management approach and be a first step to process management success. Design/methodology/approach Through a quantitative perspective, a survey was carried out in the Brazilian Federal Police with a valid sample of 991 participants. Data analysis was executed with confirmatory factor analysis and structural equations modeling. Findings Lean management practices have a positive influence on the Brazilian Federal Police process maturity and on process effectiveness. Process maturity has a positive impact on process effectiveness. The results extend the applicability of lean management practices in the public service scenario. The results will decrease the high failure rates in process transformation projects. Research limitations/implications The main limitation of this study is that the researchers could not maintain full control of the research respondents because the data collection was carried out online. Practical implications Considering a scenario of increased pressure to upgrade organizational decisional process in the public sector and to offer better public services, the lean management practices can effectively contribute to the development of strategies and actions that will enhance a more effective public service management reality. Social implications This study may contribute as a source of empirical data for future research in other national public organizations and may assist others to redesigning its strategies and actions to achieve excellence in decision-making, by adopting a more agile quality public service with less costs and waste. Originality/value New measurement and structural models were defined to analyze lean management practices in the public service as the predictors of organizational process maturity and effectiveness. The discussion on lean management practices, as a first step in process approach applicability, enhances a new process-based management perspective.

BPM – Business Process Management ou Gerenciamento de Processos de Negócio, é uma abordagem de gestão que ajuda as organizações a alinhar processos e estratégias. Dentre as fases do ciclo de BPM, a fase de diagnóstico explicita desvios de padrão ou desempenho insatisfatório nos processos organizacionais. A realização de um bom diagnóstico depende do uso de diferentes técnicas como modelagem de processos com a notação BPMN, Árvore da Realidade Atual (ARA) e Value Stream Mapping (VSM). O objetivo do trabalho é evidenciar a complementaridade entre essas três técnicas para a condução de um diagnóstico de processo. O método de pesquisa foi o estudo de caso de uma organização hospitalar. A análise dos ganhos operacionais desencadeados pela resolução dos problemas diagnosticados, ocorreu segundo uma escala de resolutividade e uma classificação em quatro dimensões organizacionais. Os resultados indicam que a técnica ARA é complementar às técnicas BPMN e VSM em um diagnóstico de processo, enquanto as técnicas BPMN e VSM apresentam resultados em dimensões organizacionais semelhantes sugerindo uma não complementariedade. Como contribuição, esse artigo auxilia as organizações na identificação de qual(is) técnica(s) de diagnóstico utilizar durante um processo de reestruturação organizacional, dependendo de qual dimensão do processo será o foco da atuação. Em relação à academia, esse estudo auxilia no entendimento dos resultados de cada técnica e dos resultados obtidos em um diagnóstico com o emprego dessas três técnicas.

O panorama atual, extremamente dinâmico e de intensas mudanças, em que as startups estão inseridas, implica em uma maior preocupação com a gestão e adaptação dos processos. Dessa forma, o objetivo da pesquisa foi identificar a percepção de valor da Arquitetura de Processos (AP) pelos gestores de startups. Trata-se um estudo de casos, de caráter qualitativo e exploratório, desenvolvido por meio de entrevistas em três startups. Os resultados indicam uma percepção positiva e favorável em relação à AP. Os gestores ressaltam sua contribuição principalmente na identificação de problemas prioritários, na construção de uma visão hierárquica e ponta a ponta dos processos, além da visão de interligação entre eles, o que fornece uma visão holística da empresa. Apesar de alguns aspectos terem sido regularmente avaliados, como a identificação de medidas de desempenho, a recomendação e a percepção positiva da AP foram unânimes entre os gestores.

Purpose Sectoral brand management processes have presented planning, development and implementation challenges. With the aim of reducing these managerial problems, the purpose of this paper is to revise the structure and the processes of the sectoral brands management. Design/methodology/approach This is a qualitative exploratory study, with its unit of analysis being the process of managing the brand of the Brazilian fashion sector. Primary data collection was obtained through in-depth interviews with the seven industry associations and with the company responsible for the brand consulting. The secondary data used were reports about the branding process of the brand provided by respondents. Data analysis was provided by using the VSM to modeling sector structure and BPMN to processes modeling. Findings The results present a new sectoral brand structure and process to reduce existing barriers. Three sections were carried out: analysis and modeling of the current structure and processes of sectoral brand management; presentation of the current structure and processes problems; analysis and modeling of future structure and processes of sectoral brand management. Research limitations/implications A theoretical contribution is provided in the literature of systems, processes and sectoral brands, since there are no previous studies that elaborated a system structure and process for sectoral brands. In addition, other theoretical contribution is the presentation of a future process model that relates brand management process with its system structure, that is, it relates BPM analysis with VSM. Practical implications It is also possible to indicate that VSM and BPM can contribute to the management of sectoral brands, through the structural and process problems identification and also by making possible to suggest future management improvements to reduce the barriers that were identified. Originality/value The present study originality is the approach of the first analysis of sector brand management with emphasis on its structure and processes that were experienced by the Brazilian fashion sector.

Purpose The purpose of this paper is to develop a conceptual framework that incorporates factors external to the organization into the business process management (BPM) lifecycle through dynamic capabilities (DCs), beginning with strategy and persisting through the business process transformation. Design/methodology/approach The study comprised four distinct phases. First, a literature review was conducted to identify validated theoretical models related to the topic. Then, a systematic review of the literature was conducted by accessing the EBSCOhost, ISI/Web of Science and Scopus databases, for the purpose of understanding how the relationship between BPM and DCs has been addressed. The third step was the identification of the meta-capabilities involved in the relationship between DC and BPM, the fourth step was the construction of a framework that integrated an external view into BPM through DC, and the final step evaluated these framework through a case study. Findings Ten texts were selected after a systematic literature review. The following main points of convergence were identified: DC contributes to the conceptualization and understanding of BPM, DC assists in the process of organizational change by promoting the adaptation of the company to the environment, and DC enhances BPM performance. A framework was developed and presented. Practical implications The proposed framework, which incorporates an external perspective into the BPM lifecycle through DCs, can be used by managers and researchers interested in the promotion of BPM. Originality/value The study shows how the sensing, seizing and transforming meta-capabilities can act to evaluate the outside-in perspective, serve as a benchmark for the alignment of business processes and enable the operationalization of emerging demands through the dynamic adaptation of processes.

Purpose This work explores the potential benefits of aligning the strategic planning process with a BPM program in a clinical research center (CRC). The purpose of this paper is to define a process for executing strategic planning oriented towards the promotion of a BPM program. Design/methodology/approach The method applied is action research. This allowed the solution of a practical problem and at the same time the proposition of a new approach to promote BPM in alignment with strategy, which was synthesized in the model presented. Findings The analysis and structuring of the strategic planning process, with the assessment of the as-is situation, were adequate as a preparation step for the first cycle of a BPM program in the CRC. Based on lessons learned along the research project, a model was proposed for the strategic planning process oriented towards promoting BPM. Research limitations/implications The model was conceived from a single application at a CRC, through a cycle of action research. This is one of the limitations of this work. The model was not yet sufficiently tested in other contexts. This represents opportunities for future research. Practical implications The evaluation step in the action research cycle revealed that the organization in focus was satisfied with the results. New management practices in the organizations in focus were implemented as a result of this work. Originality/value Process improvement initiatives are a novelty in the CRC context, and this work may serve as a reference for CRC managers seeking to improve overall performance. The proposed model in this work indicates that a BPM program should start with strategic planning. An initial assessment of the as-is situation of the organization in focus was performed based on the analysis of the undesirable effects in the organization’s management practices, using a technique of the Theory of Constraints. The use of this technique facilitated the identification of solutions to the root causes identified in the assessment. The level of the assessment was deeper in comparison to results obtained with traditional tools used in strategic planning processes. The assessment supports the definition of actions oriented to solving the majority of the management dysfunctions of the organization in focus.

El estudio tiene como objetivo identificar los factores criticos de exito en la implementacion de la gestion por procesos en las organizaciones. Para alcanzar ese objetivo, se realizo una revision bibliografica sobre las principales practicas de BPM y luego se realizo un estudio de caso en una organizacion que ha pasado por dos experiencias de gestion de procesos: una de fracaso y otra de exito. Analizando ambas experiencias, dentro del marco teorico construido, fue posible identificar una serie de factores criticos que deben ser considerados por las organizaciones que desean adoptar una orientacion basada en procesos de negocios.

El contexto organizacional actual requiere una mejora de procesos de negocio como algo necesario para su competitividad. Asi, BPM como filosofia de gestion, asume importancia en este contexto. En base a la cantidad reducida de articulos sobre BPM aplicado al sector financiero, el objetivo de este estudio es describir la promocion de BPM en una entidad cerrada de prevision privada. Los resultados basados en el caso muestran como BPM es promovido en este sector, algunas dificultades del cambio, y la relacion entre las tareas de BPM, considerando su importancia y desarrollo, y el ciclo de vida de BPM.

El objetivo de este articulo es realizar una revision vanguardista y un proceso de sistematizacion de la literatura existente con el fin de identificar como se relacionan la gestion de procesos de negocios y la sostenibilidad corporativa y de explorar areas de colaboracion entre ambas.

Este articulo tiene como objetivo investigar las razones de la creacion de una Oficina de las sesiones, tal como ocurrio estructuracion y cuales son sus actividades en una organizacion del dia a dia de la industria al por menor, distribucion y logistica. Esta investigacion desarrolla una revision de la literatura de los procesos de gestion y los procesos administrativos, y presenta un estudio de caso para identificar la estructura y las principales actividades de la Oficina de Actas. El resultado del estudio muestra que la organizacion ha puesto en marcha una Oficina de procesos para promover la gestion de los procesos en sus operaciones, alcanzar sus objetivos estrategicos y seguir siendo competitivos en el mercado. El estudio dio lugar a la percepcion de que la estructura de la Oficina de Actas sucede tan unico y gradual y que sus actividades se realicen de departamentalizado, que tiende a separar las funciones de estandarizacion, mejora y coordinacion de los procesos.

Purpose – Business process management (BPM) is an emerging research theme in management. BPM lifecycles are models that systematize the steps and activities that should be followed for conducting BPM projects. The theoretical and empirical studies present differences regarding the number of steps and activities that should be carried out for promoting BPM. Using the BPM lifecycle model of the Association of Business Process Management Professionals (ABPMP) – an entity that proposes a common body of knowledge on BPM, as a parameter, this paper conducts a literature review to investigate lifecycle models within the academic-scientific ambit, identify convergences and variations and analyze the alignment between business strategy and processes in BPM activities in these models. The purpose of this paper is to propose a framework that deals with alignment between strategy and business processes in an explicit manner. Design/methodology/approach – A literature review was conducted aimed at prospecting papers about the BPM lifecycle. For such, the Scopus, Google Schoolar and Science Direct databases were accessed. The selection process was structured in two steps: the first filtered studies based on a reading of the title, abstract and key words; the second step consisted of selecting papers based on a complete reading of those papers resulting from the first step and from the references they contained. Findings – Seven BPM lifecycle models were selected and analyzed. A comparison was presented between the model steps and the model proposed by ABPMP. The particularities of each model were identified and the study suggests an alignment of these models with the BPM lifecycle proposed by ABPMP, in particular with the analysis, design and modeling, implementation and monitoring and control steps. Four models do not include the planning step, whereas four others do not incorporate refining. The majority of models studied projects the automation of business processes. This study reinforces that ABPMP's BPM lifecycle is a reference model, observing that the activities in the other models studied are projected in it. However, it was observed that in the ABPMP model as well as the models studied, there is little emphasis on organization strategy and on defining process architecture. Thus, this study suggests the incorporation of activities proposed by Burlton (2010) as an additional instrument for the ABPMP BPM lifecycle model to align strategy to processes in BPM projects. For such, a framework was proposed that deals with alignment between strategy and business process in an explicit manner. Originality/value – This study presents a typology of BPM lifecycle models, with common characteristics and peculiarities, and it analyzes the alignment between processes and strategy in the models’ activities. This study can assist professionals in the adoption of a model for implementing BPM projects and for continuous improvement.

As possibilidades da globalização têm proporcionado a intensificação do processo de internacionalização na educação superior. Tal processo é caracterizado por complexidade e dificuldades de gestão. Uma abordagem de gestão recomendada para processos complexos é a gestão de processos de negócio (BPM). Este estudo objetiva contribuir através da avaliação e proposta da aplicabilidade do BPM na internacionalização de uma instituição de ensino superior (IES) pública brasileira. O estudo restringiu-se ao processo de realização de convênios bilaterais internacionais da escola de negócios de um dos campi da instituição. O processo de convênios bilaterais foi modelado em sua forma vigente e, a partir da análise desse modelo, foram propostas melhorias, um novo modelo e indicadores de desempenho.

A modelagem de processos de negócio e a simulação têm sido amplamente utilizadas para realizar melhoria contínua, gestão por processos e mudanças na estrutura organizacional. Assim, este trabalho tem o objetivo principal de apresentar e discutir a aplicação do método de avaliação do modelo de processos de negócios do EKD. O método inclui a simulação do modelo de processos de negócio para verificar se o modelo está livre de travamentos e erros. Essa pesquisa é uma revisão da literatura, com uma aplicação pautada em dados secundários. A aplicação do método mostrou que o desenvolvimento do modelo de processos de negócio com base nos objetivos organizacionais facilita o entendimento por todas as pessoas envolvidas no processo de modelagem e a simulação identificou se o modelo estava correto e livre de travamentos.Business processes modeling and simulation have been widely used to perform continuous improvement, business process management and changes of organizational structure. Therefore, the main goal of this study was to present and discuss the application of the assessment method of business processes model of EKD. This method includes the simulation of the model of business processes to verify whether it is free of deadlocks and errors. This research is a literature revision, with application based on secondary data. The application showed that the development of business processes model based on organizational goals facilitates comprehension by the whole staff involved in the process of modeling, and the simulation identified whether the model was correct and free of deadlocks.

A modelagem de processos de negócio e a simulação têm sido amplamente utilizadas para realizar melhoria contínua, gestão por processos e mudanças na estrutura organizacional. Assim, este trabalho tem o objetivo principal de apresentar e discutir a aplicação do método de avaliação do modelo de processos de negócios do EKD. O método inclui a simulação do modelo de processos de negócio para verificar se o modelo está livre de travamentos e erros. Essa pesquisa é uma revisão da literatura, com uma aplicação pautada em dados secundários. A aplicação do método mostrou que o desenvolvimento do modelo de processos de negócio com base nos objetivos organizacionais facilita o entendimento por todas as pessoas envolvidas no processo de modelagem e a simulação identificou se o modelo estava correto e livre de travamentos. Business processes modeling and simulation have been widely used to perform continuous improvement, business process management and changes of organizational structure. Therefore, the main goal of this study was to present and discuss the application of the assessment method of business processes model of EKD. This method includes the simulation of the model of business processes to verify whether it is free of deadlocks and errors. This research is a literature revision, with application based on secondary data. The application showed that the development of business processes model based on organizational goals facilitates comprehension by the whole staff involved in the process of modeling, and the simulation identified whether the model was correct and free of deadlocks.

O EKD - Enterprise Knowledge Development - é uma metodologia que fornece uma forma sistemática e controlada de analisar, entender, desenvolver e documentar uma organização. Infelizmente não possui uma sintaxe e semântica bem definidas, dificultando análises mais complexas dos modelos. Como resultado, o modelo de processos de negócio do EKD pode ser ambíguo e de difícil análise, principalmente em sistemas mais complexos, não sendo possível verificar a consistência e completude do modelo. Neste trabalho, esses problemas serão tratados sob uma abordagem baseada em redes de Petri. Assim, este trabalho tem como objetivo apresentar o mapeamento do modelo de processos de negócios do EKD em redes de Petri. O mapeamento permitirá que o modelo de processos de negócios do EKD seja analisado de forma que seja possível verificar a consistência e completude do modelo.The EKD - Enterprise Knowledge Development - is a methodology that gives a systematic and controlled way to analyze, understand, develop, and document an Enterprise. Unfortunately it doesn't have syntax neither a semantic well defined, which doesn't help on more complex analyses of the models. As a result, the Enterprise Process model of EKD can be ambiguous and hard to analyze, especially on more complex systems, and also it is not possible to verify the consistency and entireness of the model. On this paper, these problems will be studied under an approach based on Petri Nets. This work has the objective to develop a mapping of the business process model of EKD. Such mapping will make possible the verification of possible building and locking model errors.

Existem muitos sistemas que, embora tecnicamente corretos, não satisfazem as reais necessidades do negócio. Isso ocorre porque a tecnologia da informação é, muitas vezes, utilizada apenas para automação dos processos de negócio existentes e não para a reformulação desses processos, visando a encontrar todas as necessidades do usuário. Nesse sentido, este trabalho tem o objetivo de apresentar algumas técnicas de Modelagem Organizacional, um breve estudo comparativo entre essas técnicas e detalhar o Enterprise Knowledge Development (EKD), que é um método de Modelagem Organizacional, que facilita a aquisição do conhecimento da estrutura organizacional e estratégica; auxilia na captura dos requisitos organizacionais, na tentativa de melhorar a compreensão do domínio e na interação com usuários, para que eles entendam o que o sistema de informação pode fazer para melhorar o negócio. Though technically correct, many information systems fail to meet the real needs of users in a business setting because information technology is often used only to automate the existing business processes and not to reformulate those processes with a view to meeting all the user's needs. In this context, this paper discusses various organizational modeling techniques, briefly compares these techniques, and gives a detailed description of the EKD - an organizational modeling method designed to facilitate the acquisition of knowledge about organizational and strategic structures. The method helps to grasp organizational requirements, enhancing comprehension of the domain and interaction with the user and enables to understand what the information system can do to improve the business.

Indispensaveis na gestao empresarial, os sistemas integrados de gestao ou sistemas ERP (Enterprise Resource Planing) podem gerar beneficios significativos na organizacao durante e apos sua implantacao. Objetiva-se, por meio de uma pesquisa descritiva aplicada em 20 empresas do interior do estado de Sao Paulo, buscar a constatacao de alguns beneficios relacionados a implantacao de sistemas ERP encontrados na literatura. Na amostra, ficou evidente a existencia dos seguintes beneficios: a) simplificacao dos processos; b) maior disponibilidade de informacoes taticas e estrategicas; c) reducao dos prazos de execucao; d) facilitacao do planejamento; e) aumento do controle das operacoes; f) eliminacao de redundância. Foi identificado ainda que as empresas que apresentaram alto grau de customizacao nao perceberam que houve maior disponibilidade de informacoes taticas e estrategicas. A constatacao e importante para o alinhamento entre as expectativas das empresas e os reais beneficios que um sistema ERP pode proporcionar.

Este trabalho teve como objetivo verificar o impacto inicial das recentes alterações na lei em um setor de serviço, aplicando a teoria das cinco dimensões da qualidade de serviços e analisando os principais problemas em uma perspectiva da gestão por processos. Foram coletadas e classificadas 2.932 reclamações realizadas contra uma grande operadora de telefonia móvel brasileira, mostrando a dimensão "confiabilidade" com o maior número de citações e a dimensão "tangíveis" com menos citações. Os resultados da comparação entre os períodos indicam aumento percentual significativo nas reclamações de clientes, principalmente nas dimensões "empatia" e "responsividade". Concluiu-se que esse aumento foi motivado pela maior conscientização dos consumidores quanto a seus novos direitos, indicando que eles se tornaram menos tolerantes quanto às deficiências do serviço. A pesquisa ampliou os resultados sobre o tema no setor de telecomunicações, considerando essa nova variável do contexto brasileiro, a lei dos callcenters. This work aimed to verify, in a process perspective, the initial impact that recent law modifications exerted in an essential sector for Brazil, by applying the five dimensions of the quality theory. A total of 2,932 complaints about an important mobile phone service provider in Brazil were collected and classified. The dimension "reliability" had the highest number of citations, while the dimension "tangibles" had the lowest one. Results indicated that there was a significant increase in the number of customers' complaints, especially in the "responsiveness" and "empathy" dimensions. In conclusion, it was possible to verify that the increase was driven by greater consumers' awareness about their new rights, indicating that they have become less tolerant of the weaknesses of the service. The research has broadened the results on the subject in the telecommunication sector, considering this new variable in the Brazilian scenario; the call-center law.

Este trabalho teve como objetivo verificar o impacto inicial das recentes alterações na lei em um setor de serviço, aplicando a teoria das cinco dimensões da qualidade de serviços e analisando os principais problemas em uma perspectiva da gestão por processos. Foram coletadas e classificadas 2.932 reclamações realizadas contra uma grande operadora de telefonia móvel brasileira, mostrando a dimensão "confiabilidade" com o maior número de citações e a dimensão "tangíveis" com menos citações. Os resultados da comparação entre os períodos indicam aumento percentual significativo nas reclamações de clientes, principalmente nas dimensões "empatia" e "responsividade". Concluiu-se que esse aumento foi motivado pela maior conscientização dos consumidores quanto a seus novos direitos, indicando que eles se tornaram menos tolerantes quanto às deficiências do serviço. A pesquisa ampliou os resultados sobre o tema no setor de telecomunicações, considerando essa nova variável do contexto brasileiro, a lei dos callcenters.This work aimed to verify, in a process perspective, the initial impact that recent law modifications exerted in an essential sector for Brazil, by applying the five dimensions of the quality theory. A total of 2,932 complaints about an important mobile phone service provider in Brazil were collected and classified. The dimension "reliability" had the highest number of citations, while the dimension "tangibles" had the lowest one. Results indicated that there was a significant increase in the number of customers' complaints, especially in the "responsiveness" and "empathy" dimensions. In conclusion, it was possible to verify that the increase was driven by greater consumers' awareness about their new rights, indicating that they have become less tolerant of the weaknesses of the service. The research has broadened the results on the subject in the telecommunication sector, considering this new variable in the Brazilian scenario; the call-center law.

As possibilidades da globalização têm proporcionado a intensificação do processo de internacionalização na educação superior. Tal processo é caracterizado por complexidade e dificuldades de gestão. Uma abordagem de gestão recomendada para processos complexos é a gestão de processos de negócio (BPM). Este estudo objetiva contribuir através da avaliação e proposta da aplicabilidade do BPM na internacionalização de uma instituição de ensino superior (IES) pública brasileira. O estudo restringiu-se ao processo de realização de convênios bilaterais internacionais da escola de negócios de um dos campi da instituição. O processo de convênios bilaterais foi modelado em sua forma vigente e, a partir da análise desse modelo, foram propostas melhorias, um novo modelo e indicadores de desempenho.The process of internationalization of higher education has been enhanced by the possibilities of globalization. Such process is characterized by its complexity and difficulties in management. Thus, Business Process Management (BPM) is the suggested management approach to complex processes like this. Therefore, this study aims to contribute through the evaluation and proposal of BPM applicability to the internationalization process of a public Brazilian Higher Education Institution (HEI). The research was limited to the process of establishment of international bilateral agreements of the School of Business in one of the Institution's campuses. The process of bilateral agreements was modeled in its current form. From the analysis of the existent model, a proposal for improvements was made and a new model was suggested, besides performance indicators.

Apresenta o método de avaliação do modelo de processos de negócio do Enterprise Knowledge Development (MPN-EKD) e um exemplo de aplicação. Para criar o método de avaliação, foi desenvolvida a formalização do modelo de processos de negócio do EKD (MPN-EKD) e o mapeamento de sse modelo em redes de Petri. Por meio desse método, é possível verificar se o modelo tem erros de construção e travamentos. O EKD é uma metodologia que fornece uma forma sistemática e controlada de analisar, entender, desenvolver e documentar uma organização. A metodologia EKD não possui uma sintaxe e uma semântica bem definidas, dificultando análises mais complexas dos modelos e a verificação da consitência do modelo. Essa dificuldade motivou um estudo baseado em redes de Petri. O formalismo de redes de Petri a torna uma importante técnica de modelagem para a representação de processos. Além disso, redes de Petri permitem rastrear cada etapa da operação sem ambigüidade e possuem métodos eficientes de análise que garantem que o modelo está livre de erros. The EKD - Enterprise Knowledge Development - is a methodology that offers a systematic and guided process to analyze, understand, develop, and document an Enterprise. Unfortunately, its grammatical structure and context formation are not clear nor easy to understand and interpret making the analyses of more complex models difficult. As a result, the Enterprise Process model of EKD can be ambiguous and hard to analyze, especially regarding more complex systems, and so it can also be difficult to verify the consistency and entireness the model. In this work, these problems will be studied based on the Petri Nets approach. Due to the Petri Nets formalism, this is an important modeling technique to process representation. Furthermore, Petri Nets allows the tracking of every step of the operation with no ambiguity, and it offers efficient methodology for the analyses, which can guarantee the accuracy of the model. Therefore, the objective of this study is to develop an evaluation methodology of the business process model of EKD (MPN-EKD). Such methodology will allow the verification of possible building and locking model errors. This methodology can be applied to information systems or workflow. It can also be used to study strategies of work and workflow simulations.

O EKD - Enterprise Knowledge Development - é uma metodologia que fornece uma forma sistemática e controlada de analisar, entender, desenvolver e documentar uma organização. Infelizmente não possui uma sintaxe e semântica bem definidas, dificultando análises mais complexas dos modelos. Como resultado, o modelo de processos de negócio do EKD pode ser ambíguo e de difícil análise, principalmente em sistemas mais complexos, não sendo possível verificar a consistência e completude do modelo. Neste trabalho, esses problemas serão tratados sob uma abordagem baseada em redes de Petri. Assim, este trabalho tem como objetivo apresentar o mapeamento do modelo de processos de negócios do EKD em redes de Petri. O mapeamento permitirá que o modelo de processos de negócios do EKD seja analisado de forma que seja possível verificar a consistência e completude do modelo. The EKD - Enterprise Knowledge Development - is a methodology that gives a systematic and controlled way to analyze, understand, develop, and document an Enterprise. Unfortunately it doesn't have syntax neither a semantic well defined, which doesn't help on more complex analyses of the models. As a result, the Enterprise Process model of EKD can be ambiguous and hard to analyze, especially on more complex systems, and also it is not possible to verify the consistency and entireness of the model. On this paper, these problems will be studied under an approach based on Petri Nets. This work has the objective to develop a mapping of the business process model of EKD. Such mapping will make possible the verification of possible building and locking model errors.

Atualmente as empresas precisam de sistemas ágeis a mudanças constantes do ambiente do negócio e para garantir que os sistemas cumpram com sua finalidade, os desenvolvedores devem possuir uma compreensão mais aprofundada sobre a organização, seus objetivos, metas e estratégias de mercado. O principal problema para o desenvolvimento de sistemas de software tem sido a dificuldade em se obter informações sobre o domínio da aplicação. Essa dificuldade levou ao surgimento de técnicas de modelagem organizacional, sendo uma atividade valiosa para a compreensão do ambiente empresarial. O EKD - Enterprise Knowledge Development - é uma metodologia que fornece uma forma sistemática e controlada de analisar, entender, desenvolver e documentar uma organização. Infelizmente não possui uma sintaxe e semântica bem definidas, dificultando análises mais complexas dos modelos. Como resultado, o modelo de processos de negócio do EKD pode ser ambíguo e de difícil análise, principalmente em sistemas mais complexos, não sendo possível verificar a consistência e completude do modelo. Neste trabalho, esses problemas serão estudados sob uma abordagem baseada em redes de Petri. O formalismo de redes de Petri a torna uma importante técnica de modelagem para a representação de processos. Além disso, redes de Petri permitem rastrear cada etapa da operação sem ambigüidade e possuem métodos eficientes de análise que garantem que o modelo está livre de erros. Assim, este trabalho tem como objetivo desenvolver um método de avaliação do modelo de processo de negócio do EKD (MPN-EKD). Por meio desse método é possível verificar se o modelo tem erros de construção e travamentos. Este método pode ser aplicado em modelos direcionados para o desenvolvimento de sistema de informação ou de controle do fluxo de trabalho, e pode ser utilizado também para o estudo de estratégias de trabalho e simulação do fluxo de trabalho. Nowadays all companies need fast systems and frequent changes on the business environment and to guarantee that the systems are reaching their goals, the developers must have a deeper comprehension of the enterprise, its goals and market strategies. The main problem to the development of software systems has been the difficulty to obtain information about the application domain. This difficulty leaded to the creation of enterprise modeling techniques, which is a valuable activity for the comprehension of business environment. The EKD - Enterprise Knowledge Development - is a methodology that gives a systematic and controlled way to analyze, understand, develop, and document an enterprise. Unfortunately it doesn\'t have syntax neither a semantic well defined, which doesn\'t help on more complex analyses of the models. As a result, the enterprise process model of EKD can be ambiguous and hard to analyze, especially on more complex systems, and also it is not possible to verify the consistency and entireness of the model. On this paper, these problems will be studied under an approach based on Petri nets. Because of the Petri nets formalism this is an important modeling technique to process representation. Furthermore, Petri nets allow the tracking of each step of the operation without ambiguity and also they have efficient methodology for analyses, which guarantee the accuracy of the model. Therefore, this work has the objective to develop an evaluation methodology of the business process model of EKD (MPN-EKD). Such methodology will make possible the verification of possible building and locking model errors. This methodology can be applied to information systems or workflow, and also can be used to study the strategies of work and workflow simulations.

A tecnologia de gerenciamento workflow procura oferecer uma solução flexível em apoio aos processos de negócios, por meio da facilitação de modificações e da criação de novos processos. Entretanto, a falta de definição bem formalizada no que se refere à sintaxe e à semântica de tais técnicas dificulta análises mais complexas dos modelos. Nesse caso, redes de Petri atuam com excelente potencial, uma vez que possuem representação gráfica, são de fácil aprendizado, funcionam como linguagem de comunicação entre especialistas de diversas áreas, possibilitam descrever aspectos estáticos e dinâmicos do sistema a ser representado e ainda possuem o formalismo matemático necessário para métodos de análise já consagrados. O presente trabalho tem por objetivo, primeiramente, oferecer uma visão atualizada do estado da arte na área de modelagem de workflow baseada em redes de Petri e expor um exemplo de modelo de workflow com parâmetros de tempo e custo associados às transições da rede. O objetivo secundário é apresentar conceitos importantes de redes de Petri, workflow e rotas de processos. Unfortunately these systems and techniques do not have well-defined syntax and semantic, which makes harder the complex analysis of models. In this case, Petri nets have excellent potential to solve the problem, once they present graphic representation and easy understanding. They are used as a communication language among expert people in different areas, and may allow the description of static and dynamic aspects of the systems that have to be represented. Also, they have mathematic formalism, which make possibly the use of the analysis methods. The objective of this work is to present the potential of Petri nets in studies of Enterprise Modelling and Workflow, showing an example of application, with time and cost parameters.

A preocupação da engenharia de software esteve por muito tempo relacionada a aspectos da funcionalidade do sistema, ou seja, com \"o que\" e \"como\" fazer e não com o \"por que\" fazer. Tais aspectos, envolvidos nos processos existentes, buscam a definição das propriedades desejadas, em lugar de observarem a informação de uma forma mais ampla, começando com as necessidades do próprio negócio, ou dos objetivos dos sistemas nele embutidos. As técnicas de análise estruturadas, diagrama de fluxo de dados e modelagem entidade e relacionamento modelam importantes conceitos para o desenvolvimento de sistemas, mas não buscam por soluções alternativas inovadoras aos problemas da organização. É comum encontrar situações onde o sistema não satisfaz às reais necessidades do negócio, embora esteja tecnicamente correto. O entendimento dos aspectos sociais, organizacionais, técnicos, jurídicos e econômicos é essencial para a realização de um bom trabalho de engenharia de requisitos. Nesse sentido, a modelagem organizacional facilita a compreensão do ambiente empresarial e é reconhecida como uma atividade valiosa pela engenharia de requisitos. O modelo organizacional representa o \"mundo\" onde se aplicam as regras do negócio. O entendimento das regras do negócio é muito importante para a organização ser flexível em um ambiente de crescente competitividade. Com a necessidade de se ter a modelagem dos aspectos relativos à organização para que o sistema atenda as suas reais necessidades, o presente trabalho tem como objetivo investigar o processo de desenvolvimento de software buscando conhecer técnicas ou métodos que atendem aos requisitos organizacionais, enfatizando o uso de regras do negócio com a finalidade de obter a especificação de requisitos. The software engineering\'s focus were for a long time related to system\'s functionality aspects, or with \"what\" and \"how\" to do, and not with \"why\" to do. Those aspects in the existents process are looking for the definition of the desired proprieties instead observe the information in a more large aspect, beginning with the business needs itself or the systems goals inserted in it. The structure analysis techniques, flux data diagram, and relationship and entity modeling form important concepts for systems development but do not search for innovating alternatives solutions for organization\'s problems. It is very common to find situations were the system does not satisfy the real business needs, thought it is technically correct. The comprehension of social, organizational, technical, juridical and economics aspects are essential for a good realization of requirements in engineering work. In that way the enterprise modeling makes the business environment comprehension easier and is recognized as a value activity by the requirements engineering. The enterprise model represents the \"world\" where the business rules are applied. The comprehension of the business rules is very important so the organization can be flexible in a growing competitive environment. With the necessity to have a modeling of the relative aspects to the organization so the system can accomplish the real needs, this present research has the objective to investigate a software development process trying to find techniques or methods that answer the enterprise\'s requirement, emphasizing the use of business rules to obtain the specifics requirements.

Made available in DSpace on 2022-04-28T18:59:13Z (GMT). No. of bitstreams: 0 Previous issue date: 2013-05-01 The emergence of a new order of economic change has led organizations to incorporate sustainability practices in management processes and products. Organizations need environmental performance measures to drive long-term strategies and environmental innovation is the key to sustainability, both economically and environmentally. The consensus about the need for development of environmental practices in organizations, however, ignores the optimization of operations as a crucial factor to reduce the negative impacts of emissions. This optimization of operations and processes can be achieved with Business Process Management (BPM). The purpose of this article is that the BPM, with its focus on understanding, modeling, improvement, and optimization of business processes can contribute to environmental innovation. We used a systematic literature review to seek evidence for this proposition. We found evidence of positive relationships between the two issues, and the few studies that correlate the theme tell us that there is room for development of research in this area. FEARP USP FEB UNESP FEB UNESP

O surgimento de uma nova ordem de mudança econômica tem levado as organizações a incluírem práticas de sustentabilidade em gestão, processos e produtos. As organizações precisam de medidas de desempenho ambiental para conduzirem estratégias de longo prazo e a inovação ambiental, ou environmental innovation, é a chave para a sustentabilidade, tanto em termos econômicos como ecológicos. O consenso sobre a necessidade de desenvolvimento de práticas ambientais nas organizações muitas vezes, porém, ignora a otimização das operações como fator crucial para reduzir os impactos negativos de emissões de poluentes. Esta otimização das operações e processos pode ser alcançada com a gestão por processos, ou Business Process Management (BPM). A proposição deste artigo é de que a gestão por processos (BPM), com seu foco no entendimento, modelagem, melhoria e otimização de processos de negócios pode contribuir com a envirommental innovation. Por meio de uma revisão sistemática da literatura o trabalho buscou evidências para esta proposição. Os resultados encontrados são que há evidências de relações positivas entre os dois temas e, pelo número reduzido de trabalhos que correlacionem o tema, é possível dizer que há espaço para desenvolvimento de pesquisa nessa área.