Article

GESTÃO POR PROCESSOS – CONTRIBUTO PARA A CONCEPÇÃO E COMPETITIVIDADE DAS ORGANIZAÇÕES

Portuguese Journal of Management Studies 01/2005; X(1):35-55.
Source: RePEc

ABSTRACT A concepção das organizações enquadra-se na resposta às mudanças frequentes e drásticas da própria concepção dos produtos/serviços. A Gestão por Processos, requerida pela norma ISO 9001 publicada em finais de 2000, encaminhou as organizações com sistemas da qualidade certificados para a aplicação desta abordagem. Contudo, os resultados estão, em grande parte das organizações, abaixo das expectativas. Esta constatação conduziu-nos à sistematização de uma Metodologia para a Concepção das Organizações baseada em dois macro processos. O primeiro transpõe os requisitos organizacionais para formatos estruturais e estratégias. Este processo, para além dos requisitos funcionais, tem como entradas as características da envolvente, a missão e a visão da organização. As saídas são constituídas pelas soluções estruturais e pelas estratégias, os mercados e as tecnologias. O segundo macro processo transpõe os objectivos estratégicos para uma rede de processos (gestão, operacionais e de suporte). Este artigo apresenta a validação da metodologia ao nível do segundo macro processo, em que visámos compreender as relações existentes entre as soluções estruturais e os modelos de gestão dos processos adoptados através de uma amostra de 20 empresas. Concluímos que não existiam interacções entre a estratégia e a estrutura, que a coerência entre os objectivos dos processos era débil e que estes estavam, insuficientemente, alinhados com os objectivos estratégicos. Neste artigo são ainda apresentados e discutidos, os modelos de processos, as formas de gestão e os respectivos indicadores, apontando as respectivas tendências, vantagens e limitações.

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