Colaboração na gestão de processos de negócios : proposta de um framework para implantação do Social BPM

Abstract

Business process organizations are increasingly recognizing collaboration as an important means to achieve benefits such as productivity, quality, innovation, financial performance, and meeting customer needs, and are investing in measures that foster collaborative environments. The growing interest in collaboration is reflected in the evolution of technological tools that support collaborative practices, such as social software. This context has given rise to a new approach known as Social Business Process Management (BPM) that inserts the precepts of collaboration and social software to Business Process Management (BPM). Because it is a recent topic, with few reports about its use in practice, the importance of further studies on the approach arises. As a way to seek process improvement through a collaborative approach, the present dissertation proposed to develop a framework for the implementation of Social BPM that can contribute to the improvement of the activities developed in organizations. The research is based on an interpretative perspective, of an applied nature and a qualitative, exploratory-descriptive approach. The strategy used was action research. With this method, the proposed Social BPM framework was applied in practice in the Graduate Control and Registration Division (DCRA) of the Federal University of Sergipe (UFS), which is a sector that seeks to improve its internal processes. The data were collected from documental and bibliographic sources, participant observation and semi-structured interviews and, afterwards, were analyzed through analysis of qualitative and thematic content. Among the main conclusions of the research, it was possible to notice that Social BPM brought the insertion of collaboration in the work environment during the life cycle of process management with the application of the phases and stages proposed in the framework. The collaboration was able to help, through different perceptions, in the optimization of a business process, having as determinant factors the interpersonal relationship and the involvement of the people, evidencing the importance of the sensitization and the capacity for success in the implementation of Social BPM.