Diagnóstico organizacional com enfoque em gestão por processos para auxiliar a gestão organizacional.

Abstract

Diagnostic models with specific approaches have the ability to serve as an analysis guide, although highlighting certain variables and not offering a clear understanding of the organization's operation. An approach considering the organization as a whole, integrated and correlated, however, provides flexible schemes according to the conditions of the organization's insertion and competition. The complexity of the business environment drives constant efforts for the improvement of business processes. These processes are defined as activities or tasks combined to produce a product or service. Therefore, to be able to manage, improve and apply said processes, we must first understand them. Thus, the approach for business processes in organizational diagnostics stands out by enabling companies a nimbly adaptation to its business needs amid an environment of constant change. In this context, the present research, through an exploratory and qualitative approach, proposes the construction of an organizational diagnostic method, complementary to those already well-known, but with the addition of an orientation for business processes and the understanding of the organization as a complete system – connected, changeable, and flexible. For that, surveys were conducted in theoretical subjects like Business Process Management, Organizational Diagnosis and Management Tools. Upon delimitation, the Diagnostic-Method was operated as a case study in a large company. The Diagnostic-Method molding was done in a uncomplicated manner, accessible and easy to understand, balancing broad approaches and enabling its use in change management and organizational understanding. As for the case study, countless notes were made concerning the lack of strategic developments, absence of process mapping, employees concerns and lack of client-focused indicators. Since this is a first proposal, the Diagnostic-Method is liable to misinterpretation and flat explanation, nevertheless having potential for improvement with future studies and applications, becoming more and more suitable – what, despite clearly being a limitation, demonstrates an excellent customization capability. Thus, the method's main contribution and its originality refers to its approach, complementary of those already existing, provided by the adoption of business processes as both the main link and a guide to action. Hence the Diagnostic-Method focuses on activities, operational simplicity, on relationships and the determination of processes as the organization's propeller, proposing solutions to guide the dynamics, flexibility and collaborative way of working; ensuring great consistency, control and coordination, without ever prohibiting organizational flexibility; explaining how the set of activities involving inputs and outputs results in customer satisfaction; and how these processes improvement has a direct impact on the organization's structures by increasing its efficiency and competitiveness.