O fluxo de processos na diretoria de pessoal da Superintendência Regional de Ensino de Monte Carmelo, Minas Gerais: um estudo de caso para otimização das rotinas de trabalho

Abstract

This dissertation was produced in the scope of the Master of Professional Studies in Educational Management and Evaluation (PPGP) of the Public Politics Center and Educational Evaluation of the Federal University of Juiz de Fora (CAEd/UFJF). The research aims to answer the following guiding question: what strategies can be adopted to improve the flow of processes in the Staff Directory of the Regional Superintendence of Monte Carmelo? The general goal is to research how happens the flow of processes in the Staff Directory of the SRE of Monte Carmelo, describing work routines, analyzing the collected data through the research tools, and finally proposing an action plan showing administrative solutions, which will be able to be used for the servers, within the administrative context in which the DIPE is inserted, and aiming to improve the flow of processes, avoiding deviations and reworks, priming for the quality of the provided services by the public agency, observing the principles of the public administration. This research was built through a case study with feature of qualitative analysis, and then as research instruments were used semi-structured interview scripts which were applied to the servers who act in the Staff Directory. When realizing the field study, we verified that the researched processes owned in its flow complex phrases and points which caused deviations in the flow and reworking. Besides that, we verified that factors as the organizational climate, the administrative structure and the management policies also contributed to the drawing of the processes and in the work routines at the Staff Directory. After this administrative review was elaborated a Strategic Action Plan (PAE) containing twenty actions. These actions are divided in two distinct blocks, both geared towards to the researched flows in the Staff Directory of the SRE of Monte Carmelo. Although, with distinct purposes, one block is composed of specific actions to the DIPE management related to the organizational climate, planning the knowledge management and the second block are one-off actions in each of the researched flows which suggest a reorganization of the tasks and administrative measures aiming avoid the flow deviations and the reworking.