Visual Management: mapping experiences from service blueprints in the remote scenario

Detalhes bibliográficos
Autor(a) principal: Wernke, Débora
Data de Publicação: 2021
Outros Autores: Teixeira, Júlio Monteiro
Tipo de documento: Artigo
Idioma: eng
Título da fonte: ModaPalavra e-periódico
Texto Completo: https://www.revistas.udesc.br/index.php/modapalavra/article/view/19504
Resumo: Visual Management combined with Service Design tools is a good strategy for implementing process mapping in remote scenarios. The general objective of this study was to present its concepts and implement the service blueprint as a facilitating tool for mapping the experiences of processes in the Human Resources area. To provide the best interaction and practice of actions, an action research was carried out at the company Jungle Devs, mapping the entire journey of the selection process for new candidates. The methodological procedure was oriented by the guidelines of the exploratory research, starting from a systematic understanding of the processes that took place in person and from the analysis of the activities performed by the company. A greater understanding of the activities of the company's employees and of the interaction with the candidates was sought, thus identifying the problematic points and from these, the development of recommendations for improvement and formalization of the process in the remote mode. 
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spelling Visual Management: mapping experiences from service blueprints in the remote scenarioGestión visual: mapeo de experiencias de blueprints de servicio en el escenario remotoGestão Visual: mapeando experiências a partir de blueprints de serviço no cenário remotodesign de serviçosgestão visualblueprint de serviçorecursos humanosvisual managementservice blueprinthuman resourcesgestión visualblueprint de serviciorecursos humanosVisual Management combined with Service Design tools is a good strategy for implementing process mapping in remote scenarios. The general objective of this study was to present its concepts and implement the service blueprint as a facilitating tool for mapping the experiences of processes in the Human Resources area. To provide the best interaction and practice of actions, an action research was carried out at the company Jungle Devs, mapping the entire journey of the selection process for new candidates. The methodological procedure was oriented by the guidelines of the exploratory research, starting from a systematic understanding of the processes that took place in person and from the analysis of the activities performed by the company. A greater understanding of the activities of the company's employees and of the interaction with the candidates was sought, thus identifying the problematic points and from these, the development of recommendations for improvement and formalization of the process in the remote mode. La gestión visual combinada con las herramientas de diseño de servicios es una buena estrategia para implementar el mapeo de procesos en escenarios remotos. El objetivo general de este estudio fue presentar sus conceptos e implementar el anteproyecto de servicio como herramienta facilitadora para mapear las experiencias de procesos en el área de Recursos Humanos. Con el fin de brindar la mejor interacción y práctica de acciones, se realizó investigación acción en la empresa Jungle Devs, participando luego en el mapeo de todo el recorrido del proceso de selección de nuevos candidatos. El procedimiento metodológico se guió por los lineamientos de investigación exploratoria, basados en una comprensión sistemática de los procesos que se llevaron a cabo en persona y el análisis de las actividades realizadas por la empresa. Se buscó un mayor conocimiento de las actividades de los empleados de la empresa y su interacción con los candidatos, identificando así los puntos problemáticos y a partir de éstos, el desarrollo de recomendaciones de mejora y formalización del proceso en modo remoto. La Gestión Visual a través de la herramienta de planos de servicio demostró ser relevante para la alineación del equipo en esta modalidad, además de facilitar la comprensión del proceso al resto de empleados de la empresa. Así, la implementación del blueprint del servicio como herramienta visual se desplegó a otros procesos, y desde otras áreas, para alcanzar su madurez de cara a la expansión de la empresa.A Gestão Visual aliada às ferramentas de Design de Serviços mostra-se como uma boa estratégia para a implementação do mapeamento de processos em cenários remotos. O objetivo geral do presente estudo foi apresentar seus conceitos e implementar o service blueprint como uma ferramenta facilitadora para o mapeamento de experiências dos processos da área de Recursos Humanos. Visando proporcionar a melhor interação e prática das ações, foi realizada a pesquisa-ação na empresa Jungle Devs, participando então do mapeamento de toda a jornada do processo de seleção de novos candidatos. A Gestão Visual por meio da ferramenta service blueprint mostrou-se necessária ao alinhamento do time nessa modalidade, além de facilitar o entendimento do processo aos demais colaboradores da empresa. Assim, a implementação do service blueprint como ferramenta visual foi desdobrada à demais processos, e de outras áreas, para que se atingisse a maturidade dos mesmos frente a expansão da empresa.Universidade do Estado de Santa Catarina2021-01-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.revistas.udesc.br/index.php/modapalavra/article/view/1950410.5965/1982615x14312021244ModaPalavra e-periódico; Vol. 14 No. 31 (2021): Gestão Visual de Projetos; 244–267ModaPalavra e-periódico; Vol. 14 Núm. 31 (2021): Gestão Visual de Projetos; 244–267 Modapalavra e-periódico; v. 14 n. 31 (2021): Gestão Visual de Projetos; 244–2671982-615X10.5965/1982615x14312021reponame:ModaPalavra e-periódicoinstname:Universidade do Estado de Santa Catarina (UDESC)instacron:UDESCenghttps://www.revistas.udesc.br/index.php/modapalavra/article/view/19504/12690Copyright (c) 2021 Débora Wernke, Júlio Monteiro Teixeirahttp://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessWernke, DéboraTeixeira, Júlio Monteiro2024-02-29T11:35:37Zoai::article/19504Revistahttps://www.revistas.udesc.br/index.php/modapalavraPUBhttps://www.revistas.udesc.br/index.php/modapalavra/oai||modapalavra@gmail.com1982-615X1982-615Xopendoar:2024-02-29T11:35:37ModaPalavra e-periódico - Universidade do Estado de Santa Catarina (UDESC)false
dc.title.none.fl_str_mv Visual Management: mapping experiences from service blueprints in the remote scenario
Gestión visual: mapeo de experiencias de blueprints de servicio en el escenario remoto
Gestão Visual: mapeando experiências a partir de blueprints de serviço no cenário remoto
title Visual Management: mapping experiences from service blueprints in the remote scenario
spellingShingle Visual Management: mapping experiences from service blueprints in the remote scenario
Wernke, Débora
design de serviços
gestão visual
blueprint de serviço
recursos humanos
visual management
service blueprint
human resources
gestión visual
blueprint de servicio
recursos humanos
title_short Visual Management: mapping experiences from service blueprints in the remote scenario
title_full Visual Management: mapping experiences from service blueprints in the remote scenario
title_fullStr Visual Management: mapping experiences from service blueprints in the remote scenario
title_full_unstemmed Visual Management: mapping experiences from service blueprints in the remote scenario
title_sort Visual Management: mapping experiences from service blueprints in the remote scenario
author Wernke, Débora
author_facet Wernke, Débora
Teixeira, Júlio Monteiro
author_role author
author2 Teixeira, Júlio Monteiro
author2_role author
dc.contributor.author.fl_str_mv Wernke, Débora
Teixeira, Júlio Monteiro
dc.subject.por.fl_str_mv design de serviços
gestão visual
blueprint de serviço
recursos humanos
visual management
service blueprint
human resources
gestión visual
blueprint de servicio
recursos humanos
topic design de serviços
gestão visual
blueprint de serviço
recursos humanos
visual management
service blueprint
human resources
gestión visual
blueprint de servicio
recursos humanos
description Visual Management combined with Service Design tools is a good strategy for implementing process mapping in remote scenarios. The general objective of this study was to present its concepts and implement the service blueprint as a facilitating tool for mapping the experiences of processes in the Human Resources area. To provide the best interaction and practice of actions, an action research was carried out at the company Jungle Devs, mapping the entire journey of the selection process for new candidates. The methodological procedure was oriented by the guidelines of the exploratory research, starting from a systematic understanding of the processes that took place in person and from the analysis of the activities performed by the company. A greater understanding of the activities of the company's employees and of the interaction with the candidates was sought, thus identifying the problematic points and from these, the development of recommendations for improvement and formalization of the process in the remote mode. 
publishDate 2021
dc.date.none.fl_str_mv 2021-01-29
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revistas.udesc.br/index.php/modapalavra/article/view/19504
10.5965/1982615x14312021244
url https://www.revistas.udesc.br/index.php/modapalavra/article/view/19504
identifier_str_mv 10.5965/1982615x14312021244
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://www.revistas.udesc.br/index.php/modapalavra/article/view/19504/12690
dc.rights.driver.fl_str_mv Copyright (c) 2021 Débora Wernke, Júlio Monteiro Teixeira
http://creativecommons.org/licenses/by-nc/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2021 Débora Wernke, Júlio Monteiro Teixeira
http://creativecommons.org/licenses/by-nc/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade do Estado de Santa Catarina
publisher.none.fl_str_mv Universidade do Estado de Santa Catarina
dc.source.none.fl_str_mv ModaPalavra e-periódico; Vol. 14 No. 31 (2021): Gestão Visual de Projetos; 244–267
ModaPalavra e-periódico; Vol. 14 Núm. 31 (2021): Gestão Visual de Projetos; 244–267
Modapalavra e-periódico; v. 14 n. 31 (2021): Gestão Visual de Projetos; 244–267
1982-615X
10.5965/1982615x14312021
reponame:ModaPalavra e-periódico
instname:Universidade do Estado de Santa Catarina (UDESC)
instacron:UDESC
instname_str Universidade do Estado de Santa Catarina (UDESC)
instacron_str UDESC
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reponame_str ModaPalavra e-periódico
collection ModaPalavra e-periódico
repository.name.fl_str_mv ModaPalavra e-periódico - Universidade do Estado de Santa Catarina (UDESC)
repository.mail.fl_str_mv ||modapalavra@gmail.com
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