Aplicação de BPM ágil na administração pública brasileira
DOI:
https://doi.org/10.5007/2175-8077.2022.e84357Palavras-chave:
BPM ágil, modelagem de processos, design thinking, recursos humanos, setor públicoResumo
Este trabalho apresenta uma proposta de business process management (BPM) ágil para o alcance de maior eficiência, eficácia e efetividade em sua aplicação. O método BPM ágil incorpora técnicas de experiência do usuário por meio de design thinking nas fases do BPM. Para isso, esta pesquisa-ação foi realizada na área de recursos humanos (RH) de uma instituição do poder legislativo federal do Brasil. Os métodos constam de oficinas de mapeamento/modelagem de processos e de design thinking, aplicação de questionários com os clientes para confronto dos dados. Para cada um dos processos mapeados, os resultados obtidos na pesquisa apresentaram diferentes graus de contraste entre a percepção das partes interessadas dos processos. Alguns resultados ratificaram a percepção dos executores e dos gestores em relação a visão dos clientes, e em outros casos houve percepções antagônicas, mas complementares.
Referências
ARIAS, M., SAAVEDRA, R., MARQUES, M. R., MUNOZ-GAMA, J., & SEPÚLVEDA, M. Human resource allocation in business process management and process mining. Management Decision, v. 56 n. 2, p. 376-405, 2018. DOI: https://DOI:.org/10.1108/MD-05-2017-0476.
BADAKHSHAN, P.; CONBOY, K.; GRISOLD, T.; BROCKE, J. V. Agile business process management. Business Process Management Journal, v. 26, n. 6, p. 1505-1523, 2019. DOI: https://DOI:.org/10.1108/BPMJ-12-2018-0347.
BARCELONA, M.; GARCÍA-BORGOÑÓN, L.; ESCALONA, M. J.; RAMOS, I. CBG-Framework: A bottom-up model-based approach for Collaborative Business Process Management. Computers in Industry, v. 102, p. 1-13, 2018. DOI: https://DOI:.org/10.1016/j.compind.2018.06.002.
BARDIN, L. Análise de conteúdo. São Paulo: Edições 70, 2011.
BOWER, M., HIGHFIELD, K., FURNEY, P., MOWBRAY, L. Supporting pre-service teachers’ technology-enabled learning design thinking through whole of programme transformation. Educational Media International, v. 50, n. 1, p. 39-50, 2013. DOI: https://DOI:.org/10.1080/09523987.2013.777183.
BRONKHORST, E.; LESAK, E. Business process management as a tax risk identification and management method. eJTR, v. 14, p. 567, 2016.
BROWN, T.; HIGHFIELD, K.; FURNEY, P.; MOWBRAY, L. Design thinking. Harvard business review, v. 86, n. 6, p. 84, 2008.
CARLGREN, L.; RAUTH, I.; ELMQUIST, M. Framing design thinking: The concept in idea and enactment. Creativity and Innovation Management, v. 25, n. 1, p. 38-57, 2016. DOI: https://DOI:.org/10.1111/caim.12153.
ESBENSHADE, J.; VIDAL, M.;FASCILLA, G.; ONO, M. Customer-driven management models for choiceless clientele? Business process reengineering in a California welfare agency. Work, employment and society, v. 30, n. 1, p. 77-96, 2016. DOI: https://DOI:.org/10.1177/0950017015604109.
DAVENPORT, T. H. Process innovation: reengineering work through information technology. Boston. Harvard Business Press, 1993.
DAVENPORT, T. H. Reengenharia de Processos. Rio de Janeiro. Editora Campus, 1994.
DAVENPORT, T. H.; SPANYI, A. Digital transformation should start with customers. MIT Sloan Management Review, 2019. Disponível em: https://sloanreview.mit.edu/article/digital-transformation-should-start-with-customers/. Acesso em: 12/10/2021.
DE RAMON FERNANDEZ, A.; RUIZ FERNANDEZ, D.; SABUCO GARCIA, Y. Business Process Management for optimizing clinical processes: A systematic literature review. Health Informatics Journal, v. 26, n. 2, p.1305-1320, out. 2019. DOI: https://DOI:.org/10.1177/1460458219877092.
DEL GIUDICE, M.; AL-MASHARI, M. Discovering the Internet of Things (IoT) within the business process management: A literature review on technological revitalization. Business Process Management Journal, v. 22, n. 2.2016. DOI: https://DOI:.org/10.1108/BPMJ-12-2015-0173.
DEZI, L.; SANTORO, G; GABTENI, H.; PELLICELLI, A. C. The role of big data in shaping ambidextrous business process management. Business Process Management Journal, v. 24, n. 5, p. 1163-1175, 2018. DOI: https://DOI:.org/10.1108/BPMJ-07-2017-0215.
DI CICCIO, C.; MARRELLA, A.; RUSSO, A. Knowledge-intensive Processes Characteristics, Requirements and Analysis of Contemporary Approaches. Journal on Data Semantics, v. 4, p. 29–57, 2015. DOI: https://DOI:.org/10.1007/s13740-014-0038-4.
GEBHART, M; MEVIUS, M.; WIEDMANN, P. Business Process Evaluation in Agile Business Process Management Using Quality Models. International Journal on Advances in Life Sciences, v. 6, n.3/4, 2014.
GONG, J. Research on the computer-aided business process management based on data mining and apriori algorithm. Revista Ibérica de Sistemas e Tecnologias de Informação, n. E6, p. 332, 2016.
HAMMER, M.; CHAMPY, J. Reengenharia: revolucionando a empresa em função dos clientes da concorrência e das grandes mudanças da gerência. Rio de Janeiro: Campus, 1994.
HARMON, P.; WOLF, C. The State of Business Process Management 2016, USA: BPTrends, 2016.
HERNÁNDEZ-NARIÑO, A., DELGADO-LANDA, A., MARQUÉS-LEÓN, M., NOGUEIRA-RIVERA, D., MEDINA-LEÓN, A., NEGRÍN-SOSA, E. Generalization of business process management as a framework supporting health care improvement. Revista Gerencia y Políticas de Salud, v.15, n. 31, p. 66-87, 2016. DOI: 10.11144/Javeriana.rgyps15-31.ggpp.
HITPASS, B.; ASTUDILLO, H. Desafios do setor 4.0 para gerenciamento de processos de negócios e comércio eletrônico. Revista de pesquisa teórica e aplicada sobre comércio eletrônico, v. 14, n. 1, p. I-III, 2019.
JAYARAMAN, R. Project cost control: a new method to plan and control costs in large projects. Business process management journal, v. 22, n. 6, p. 1247-1268, nov. 2016. DOI: https://DOI:.org/10.1108/BPMJ-10-2014-0102.
KELLEY, T.; KELLEY, D. Creative confidence: Unleashing the creative potential within us all. New York: Crown Business, 2013.
KOHLBORN, T.; MUELLER, O.; POEPPELBUSS, J.; ROEGLINGER, M. Interview with Michael Rosemann on ambidextrous business process management. Business Process Management Journal, v. 20, n. 4, p. 634-638, 2014. DOI: https://DOI:.org/10.1108/BPMJ-02-2014-0012.
LACERDA, R. T. D. O.; ENSSLIN, L.; ENSSLIN, S. R.; KNOFF, L.; MARTINS, D. C. J. Research opportunities in business process management and performance measurement from a constructivist view. Knowledge and Process Management, v. 23, n. 1, p. 18-30, mar. 2016. DOI: https://DOI:.org/10.1002/kpm.1495.
LIAO, S.; TASI, Y. Big data analysis on the business process and management for the store layout and bundling sales. Business Process Management Journal, v. 25, n. 7, p. 1783-1801, 2019. DOI: https://DOI:.org/10.1108/BPMJ-01-2018-0027.
LI, T., XIONG, L., DONG, A., LIU, Z. S., TAN, W. Optimization method based on big data in business process management. Cluster Computing, v. 22, p. 5357–5365, 2019. DOI: https://DOI:.org/10.1007/s10586-017-1243-3.
LIU, Y.; TANG, Y.; CHEN, J.. Interoperation based Business Process Management over Crossing Social Networks. International Journal of Grid and Distributed Computing, v. 9, n. 1, p. 207-216, 2016.
NADARAJAH, D.; SHARIFAH, L. S.; KADIR, A. Measuring Business Process Management using business process orientation and process improvement initiatives. Business process management journal, v. 22, n. 6, p. 1069-1078, 2016. DOI: https://DOI:.org/10.1108/BPMJ-01-2014-0001.
PENG, J. Mediation effect of business process and supply chain management capabilities on the impact of IT on firm performance: Evidence from Chinese firms. International Journal of Information Management, v. 36, n 1, p. 89-96, fev. 2016. DOI: https://DOI:.org/10.1016/j.ijinfomgt.2015.09.006.
PORTER, M. Vantagem competitiva: criando e sustentando um desempenho superior. Rio de Janeiro: Campus, 1998.
PRODANOVA, Jana; VAN LOOY, Amy. How Beneficial is Social Media for Business Process Management? A Systematic Literature Review. IEEE Access, v. 7, p. 39583-39599, 2019. DOI: https://DOI:.org/10.1109/ACCESS.2019.2903983.
QUEIROS, L. M.; DA SILVEIRA, D.; CORREIA-NETO, J.S.; VILAR, G. LODPRO: learning objects development process. Journal of the Brazilian Computer Society, v. 22, n. 1, p. 3, 2016. DOI: https://DOI:.org/10.1186/s13173-016-0043-6.
RAHIMI, F.; MØLLER, C.; HVAM, L. Business process management and IT management: The missing integration. International Journal of Information Management, vol. 36, p. 142-154, feb. 2016. DOI: https://DOI:.org/10.1016/j.ijinfomgt.2015.10.004.
RAMOS, K. H. C.; DE NOVAIS, S. M. Gestão de processos de negócio e configuração de valor para consultoria de alto desempenho. Revista Brasileira de Administração Científica, v. 7, n. 3, p. 170-186, 2016. DOI: https://DOI:.org/10.6008/SPC2179-684X.2016.003.0012.
RASOULI, Mohammad R. et al. Information governance in dynamic networked business process management. International Journal of Cooperative Information Systems, v. 25, n. 04, p. 1740004, 2016. DOI: https://DOI:.org/10.1142/S0218843017400044.
RAZZOUK, R.; SHUTE, V. What is design thinking and why is it important?. Review of educational research, v. 82, n. 3, p. 330-348, 2012. DOI: https://DOI:.org/10.3102/0034654312457429.
REIJERS, H. A. Implementing BPM systems: the role of process orientation. Business Process Management Journal, vol. 12, nº 4, p. 389-409, jul 2006. DOI: https://DOI:.org/10.1108/14637150610678041.
SAPUNAR, D. GRKOVIĆ,I. LUKŠIĆ, D , MARUŠIĆ, M. The business process management software for successful quality management and organization: a case study from the University of Split School of Medicine. Acta medica academica, v. 45, n. 1, p. 26, abr. 2016. DOI: 10.5644/ama2006-124.153 DOI: DOI: https://DOI:.org/10.5644/ama2006-124.153.
SCHMIEDEL, T.; VOM BROCKE, J.; RECKER, J. Culture in business process management: how cultural values determine BPM success. In: Handbook on Business Process Management 2. Berlim, Heidelberg: Springer, 2015. DOI: https://DOI:.org/10.1007/978-3-642-45103-4_27.
STOROPOLI, J; PEREIRA, C; DA SILVA, M.; RODRIGUEZ, L. Ambidesteridade Organizacional e o Tamanho da Empresa. Revista Iberoamericana de Engenharia Industrial, v. 7, n. 13, 2015. DOI: https://DOI:.org/10.13084/2175-8018/ijie.v7n13p1-17.
SUN, Y.; SU, J.; YANG, J. Universal artifacts: a new approach to business process management (BPM) systems. ACM Transactions on Management Information Systems (TMIS), v. 7, n. 1, p. 1-26, 2016. DOI: https://DOI:.org/10.1145/2886104.
THIOLLENT, M. Metodologia da pesquisa-ação. 15. ed. São Paulo: Cortez, 2007.
VAN LOOY, A.; VAN DEN BERGH, J. The effect of organization size and sector on adopting business process management. Business & Information Systems Engineering, v. 60, n. 6, p. 479-491, 2018. DOI: https://DOI:.org/10.1007/s12599-017-0491-3.
VOM BROCKE, J.; ZELT, S.; SCHMIEDEL, T. On the role of context in business process management. International Journal of Information Management, v. 36, n. 3, p. 486-495, 2016. DOI: https://DOI:.org/0.1016/j.ijinfomgt.2015.10.002.
VRONTIS, Demetris et al. Ambidexterity, external knowledge and performance in knowledge-intensive firms. The Journal of Technology Transfer, v. 42, n. 2, p. 374-388, 2017. DOI: https://DOI:.org/10.1007/s10961-016-9502-7.
ZHAO, W.; LIU, H.; DAI, W.; MA, J. An entropy-based clustering ensemble method to support resource allocation in business process management. Knowledge and Information Systems, v. 48, n. 2, p. 305-330, 2016. DOI: https://DOI:.org/10.1007/s10115-015-0879-7.
Downloads
Publicado
Como Citar
Edição
Seção
Licença
O autor transfere todos os direitos autorais do artigo para a Revista Ciências da Administração, sendo vedada qualquer reprodução, total ou parcial, em qualquer meio de divulgação, impresso ou eletrônico, sem que a prévia e necessária autorização seja solicitada e, se obtida, fará constar o competente registro e agradecimento à Revista.
This obra is licensed under a Licença Creative Commons Atribuição-NãoComercial-SemDerivações 4.0 Internacional.
