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.

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Aplicação de BPM ágil na administração pública brasileira

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Aplicação de BPM ágil na administração pública brasileira