Método de apoio para a melhoria da gestão organizacional através de indicadores de desempenho e gestão de processos.

Abstract

Given the current scenario of high competition and demanding consumers is essential that companies, regardless of size, look for techniques and tools that enable better management. When we talk about management, especially in a turbulent and complex environment, one major problem that comes to mind is how to determine if the company is doing well, and also what aspects could be improved. In this sense, performance indicators are essential to measure with clear measures of company performance, according to information needs posed by the administration. But the performance indicators alone do not ensure that strategic decisions are implemented in business processes as it has been determined by management, there is a need to move the processes to promote strategic alignment and prepare them for the execution strategy. This research aims to propose a method of support to improve the management of companies through the integration of process with the strategic guidelines. The method was developed from the combination of a strategic management methodology based on performance indicators and process management, to cover the full cycle of management. As part of the research, we sought in the theoretical framework to deepen the concepts of strategy, performance measurement through indicators and processes. Under the action, we developed a qualitative study at the University of Santa Cruz do Sul - UNISC. The interviews were conducted directly, through meetings, discussions and consultations on the spot. Were collected and analyzed documents and strategic management processes. In the general context, the results obtained with the partial implementation of the method were satisfactory, since they show that it extends the vision of the manager and the operational approach of the strategy. This helps not only in the case of UNISC, but also for companies in other areas, in order to perform a more effective and competitive.