Gestão do portfólio de processos para a estruturação da cadeia de valor
Tipo
TCC
Data de publicação
2021-06-16
Periódico
Citações (Scopus)
Autores
Ceravolo, Marco Bari
Orientador
Pereira, Veridiana Rotondaro
Título da Revista
ISSN da Revista
Título de Volume
Membros da banca
Programa
Resumo
Em razão do aumento da competitividade organizacional estabelecida nos últimos tempos, as
empresas estão sendo constantemente desafiadas a produzirem mais resultados utilizando-se de
menos recursos. Com isso, surge a necessidade de entender o fluxo de valor proporcionado ao cliente,
buscando ser mais eficiente e eficaz na sua entrega. Neste sentido, o objetivo do presente trabalho foi
modelar a cadeia de valor de uma empresa de serviços jurídicos e contábeis, a partir de seu portfólio
de processos, indicando pontos de melhoria. Para análise dos processos da organização utilizou-se
como referência o modelo Process Classification Framework (PCF) proposto pela APQC. Para a
condução da pesquisa, adotou-se o método de estudo de caso. Como resultado, foi possível modelar
a cadeia de valor do grupo composta por quatro categorias de processos de negócio e oito categorias
de processos de suporte. Foram priorizadas três ações de melhoria, são elas a formalização de
processos existentes nas categorias “Desenvolver e gerenciar produtos e serviços” e “Gerenciar
atendimento ao cliente” e a adoção de processos da categoria “Gerenciar Relações Externas”.
Due to the increase in organizational competitiveness established in recent times, companies are constantly being challenged to produce more results using fewer resources. Thus, there is a need to understand the value flow provided to the customer, seeking to be more efficient and effective in its delivery. In this sense, the objective of this work was to model the value chain of a legal and accounting services company, from its portfolio of processes, indicating points of improvement. To analyze the organization's processes, the Process Classification Framework (PCF) model proposed by the APQC was used as a reference. To conduct the research, the case study method was adopted. As a result, it was possible to model the group's value chain composed of four categories of business processes and eight categories of support processes. Three improvement actions were prioritized, namely the formalization of existing processes in categories "Developing and managing products and services" and "Managing customer service" and the adoption of processes in category "Managing External Relations".
Due to the increase in organizational competitiveness established in recent times, companies are constantly being challenged to produce more results using fewer resources. Thus, there is a need to understand the value flow provided to the customer, seeking to be more efficient and effective in its delivery. In this sense, the objective of this work was to model the value chain of a legal and accounting services company, from its portfolio of processes, indicating points of improvement. To analyze the organization's processes, the Process Classification Framework (PCF) model proposed by the APQC was used as a reference. To conduct the research, the case study method was adopted. As a result, it was possible to model the group's value chain composed of four categories of business processes and eight categories of support processes. Three improvement actions were prioritized, namely the formalization of existing processes in categories "Developing and managing products and services" and "Managing customer service" and the adoption of processes in category "Managing External Relations".
Descrição
Palavras-chave
cadeia de valor , processos de negócio , BPM , value chain , business process