O fluxo de informações no Centro de Políticas Públicas e Avaliação da Educação (CAEd) da Universidade Federal de Juiz de Fora (UFJF): um estudo de caso para o aprimoramento dos processos de trabalho

Abstract

The present thesis was written under the Mestrado Profissional em Gestão e Avaliação da Educação (PPGP) (Professional Master’s Degree in Educational Management and Assessment), a program of the Centro de Políticas Públicas e Avaliação da Educação da Universidade Federal de Juiz de Fora (CAEd/UFJF) (Center for Public Policies and Educational Assessment from the Federal University of Juiz de Fora). It has a focus on the preparation of the Activity Reports in the Management of Contracts and Agreements of CAEd/UFJF. The process of preparing those reports demands gathering information from assorted fields of the institution and it also needs improvements to be more effective. Thus, this research is guided by the following question: how may the process mapping, analysis, and modeling, besides the systematization of data and the implementation of a Process Management Office, contribute to improvements in the organizational management? The general objective is to seek solutions and enhancements for the process mentioned. The specific goals are: i) to outline the difficulties faced by GCCO/CAEd in accessing the information about the projects developed by CAEd/UFJF, focusing on the preparation of the Activity Reports; ii) to analyze the potential benefits that the following actions may bring for the enhancement of the activity analyzed in this work, as well as for the department and the whole institution regarding the organizational management: process mapping, analysis, and modeling; data systematization; and the implementation of modeled working processes, of process management, and process management offices; iii) to present a model to put into practice the process studied, and also to create a Process Management Office, composed of professionals skilled in mapping, analyzing, modeling, and implementing enhancements in all the work processes, as well as in promoting a systemic view to consolidate a Business Process Management in the institution. The research methodology is qualitative, and it has an exploratory nature, using methods such as case studies, bibliographic and documental searches, and participant observation. This work uses semistructured questionnaires to collect data as its research tool. The data collected has demonstrated that the institutions obtain numerous benefits when implementing Process Management Offices and Process Management, with a major effectiveness in their working processes – which enhances the organizational management. The results also reveal some critical issues in the current working process that compromise its effectiveness emphasizing the necessity of improvements. Therefore, in order to promote those improvements in the specific working process studied and in the general working processes of CAEd/UFJF, we elaborated a Strategic Action Plan containing two proposals: a model for the process and a Process Management Office in CAEd/UFJF.