Mapeamento de processos de negócios: identificação de pontos de melhoria e desenvolvimento de plano de ação para aprimoramento de processos em contextos reais

Abstract

This work addresses the optimization of organizational processes through the mapping and modeling of business processes, focusing on improving the management of work orders in a service company specializing in the maintenance of forklifts and aerial platforms. The study aims to analyze and develop a plan for enhancing the organization's processes using Business Process Management (BPM) methodology and Business Process Modeling Notation (BPMN).The method employed includes gathering information about the current process, analyzing and mapping the activity flow, modeling the future process, and preparing an action plan to guide the implementation of improvements. For mapping, the Bizagi Process Modeler software was used, which is specifically designed for process modeling and compatible with BPMN notation, facilitating the creation of flowcharts and the documentation of process steps. The study identifies that one of the organization's main challenges is the complexity and diversity of possibilities within the process, making it difficult to detect bottlenecks and implement continuous improvements. The results include mapping the work order process, improving communication among stakeholders involved in the activities, and standardizing the information flow, thereby promoting operational efficiency. It is concluded that the application of BPM techniques, combined with the use of Bizagi software, contributes to a clearer and more detailed view of the processes, facilitating the analysis, mapping, and implementation of improvements, with the perspective of providing the organization with a solid foundation for the continuous enhancement of its processes.