Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM

Detalhes bibliográficos
Autor(a) principal: Oliveira, Jefferson Menezes de
Data de Publicação: 2015
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Manancial - Repositório Digital da UFSM
Texto Completo: http://repositorio.ufsm.br/handle/1/4757
Resumo: The objective of this study was to identify the main gaps in the administrative proceedings of retirement and civil pension managed by the Pro-Rectory of Personnel Management of the Federal University of Santa Maria (PROGEP/UFSM) in order to propose simplifications and improvements to the work routines. The guiding theoretical framework of the study included the lines: (i) process management, (ii) process management in public administration and (iii) Social Security of the federal public servant: Retirement and civil pension. In addition, was built an analysis of the "State of the Art" (iv). With a qualitative approach, this case study uses different sources of evidence: documentation, records in archives, the semi-structured interviews, direct observation and participative observation. In compliance with the first specific objective of the study, an analysis of the retirement and civil pension proceedings made by PROGEP/UFSM was held, followed by the mapping of them in the form of diagrams of processes, and the identification of actors involved from the construction of matrices of responsibilities. Following, on the second and third specific objectives, in order to identify the most appropriate opportunities to improve the work routines, semi-structured interviews were conducted with those involved in the retirement and civil pensions proceedings conducted in the institution, including end users of services and employees. Finally, in the fourth specific objective the triangulation of data allowed to identify the main opportunities to improve the processes for retirement and civil pension, , emphasizing the procedural delay, outbreaks of rework and bottlenecks, insufficient focus on the user and inadequate working conditions. Thus, proposals have been made for simplification and improvements in the processes in order to solve these gaps. It was found that the proposals of greater amplitude may have more effective results in the long term, because it best fit on the available literature related to the management by processes. However, the realization of more complex changes will depend on ability by the PROGEP/UFSM manager in order to break with the functional paradigm.
id UFSM_b5214ed39fbd9afb0ec0f78adfa05803
oai_identifier_str oai:repositorio.ufsm.br:1/4757
network_acronym_str UFSM
network_name_str Manancial - Repositório Digital da UFSM
repository_id_str
spelling Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSMProcess management in public organizations: analysis of retirement and civil pension processes at UFSMGestão de organizações públicasGestão por processosAposentadoria e pensão civilManagement of public organizationsProcess managementRetirement and civil pensionCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOThe objective of this study was to identify the main gaps in the administrative proceedings of retirement and civil pension managed by the Pro-Rectory of Personnel Management of the Federal University of Santa Maria (PROGEP/UFSM) in order to propose simplifications and improvements to the work routines. The guiding theoretical framework of the study included the lines: (i) process management, (ii) process management in public administration and (iii) Social Security of the federal public servant: Retirement and civil pension. In addition, was built an analysis of the "State of the Art" (iv). With a qualitative approach, this case study uses different sources of evidence: documentation, records in archives, the semi-structured interviews, direct observation and participative observation. In compliance with the first specific objective of the study, an analysis of the retirement and civil pension proceedings made by PROGEP/UFSM was held, followed by the mapping of them in the form of diagrams of processes, and the identification of actors involved from the construction of matrices of responsibilities. Following, on the second and third specific objectives, in order to identify the most appropriate opportunities to improve the work routines, semi-structured interviews were conducted with those involved in the retirement and civil pensions proceedings conducted in the institution, including end users of services and employees. Finally, in the fourth specific objective the triangulation of data allowed to identify the main opportunities to improve the processes for retirement and civil pension, , emphasizing the procedural delay, outbreaks of rework and bottlenecks, insufficient focus on the user and inadequate working conditions. Thus, proposals have been made for simplification and improvements in the processes in order to solve these gaps. It was found that the proposals of greater amplitude may have more effective results in the long term, because it best fit on the available literature related to the management by processes. However, the realization of more complex changes will depend on ability by the PROGEP/UFSM manager in order to break with the functional paradigm.O intuito do presente trabalho foi identificar as principais defasagens nos processos administrativos de aposentadoria e pensão civil gerenciados pela Pró-Reitoria de Gestão de Pessoas da Universidade Federal de Santa Maria (PROGEP/UFSM) de forma a propor simplificações e aperfeiçoamentos para as rotinas de trabalho. O referencial teórico norteador do estudo contemplou os eixos: (i) gestão por processos, (ii) gestão por processos na administração pública e (iii) Previdência Social do servidor público federal: aposentadoria e pensão civil. Em complemento, foi construída uma análise sobre o Estado da Arte (iv). Com abordagem qualitativa, o estudo de caso fez uso de diferentes fontes de evidência: a documentação, os registros em arquivos, as entrevistas semiestruturadas, a observação direta e a observação participante. Em atendimento ao primeiro objetivo específico do estudo, foi realizada uma análise do contexto dos processos de aposentadoria e pensão civil conduzidos na PROGEP/UFSM, seguida do mapeamento dos mesmos sob a forma de diagramas de processos, além da identificação dos atores envolvidos a partir da construção de matrizes de responsabilidades. Na sequência, diante do segundo e terceiro objetivos específicos, a fim de identificar oportunidades de melhoria mais apropriadas para as rotinas de trabalho, foram realizadas entrevistas semiestruturadas com as partes envolvidas nos processos de aposentadoria e pensão civil conduzidos na instituição, abrangendo usuários finais dos serviços e colaboradores. Por fim, em relação ao quarto objetivo específico, a triangulação dos dados permitiu identificar as principais oportunidades de melhoria para os processos de aposentadoria e pensão civil, destacando-se a defasagem processual, os focos de retrabalho e gargalos, o insuficiente foco no usuário e condições de trabalho inadequadas. Assim sendo, foram realizadas proposições de simplificações e aperfeiçoamentos para os processos no sentido de sanar tais defasagens. Constatou-se que as proposições de maior amplitude poderão surtir resultados mais efetivos em longo prazo, pois melhor se amoldam ao que dispõe a bibliografia pertinente à gestão por processos. Todavia, a realização de mudanças mais complexas dependerá de habilidade por parte do gestor da PROGEP/UFSM no sentido de romper com o paradigma funcional.Universidade Federal de Santa MariaBRAdministraçãoUFSMPrograma de Pós-Graduação em AdministraçãoGrohmann, Márcia Zampierihttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4526514Y2Battistella, Luciana Floreshttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4764342Z8Sonza, Igor Bernardihttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4745888D9Oliveira, Jefferson Menezes de2017-04-132017-04-132015-10-23info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfapplication/pdfOLIVEIRA, Jefferson Menezes de. Process management in public organizations: analysis of retirement and civil pension processes at UFSM. 2015. 158 f. Dissertação (Mestrado em Administração) - Universidade Federal de Santa Maria, Santa Maria, 2015.http://repositorio.ufsm.br/handle/1/4757porinfo:eu-repo/semantics/openAccessreponame:Manancial - Repositório Digital da UFSMinstname:Universidade Federal de Santa Maria (UFSM)instacron:UFSM2017-07-25T14:09:56Zoai:repositorio.ufsm.br:1/4757Biblioteca Digital de Teses e Dissertaçõeshttps://repositorio.ufsm.br/ONGhttps://repositorio.ufsm.br/oai/requestatendimento.sib@ufsm.br||tedebc@gmail.comopendoar:2017-07-25T14:09:56Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM)false
dc.title.none.fl_str_mv Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
Process management in public organizations: analysis of retirement and civil pension processes at UFSM
title Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
spellingShingle Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
Oliveira, Jefferson Menezes de
Gestão de organizações públicas
Gestão por processos
Aposentadoria e pensão civil
Management of public organizations
Process management
Retirement and civil pension
CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
title_short Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
title_full Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
title_fullStr Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
title_full_unstemmed Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
title_sort Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
author Oliveira, Jefferson Menezes de
author_facet Oliveira, Jefferson Menezes de
author_role author
dc.contributor.none.fl_str_mv Grohmann, Márcia Zampieri
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4526514Y2
Battistella, Luciana Flores
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4764342Z8
Sonza, Igor Bernardi
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4745888D9
dc.contributor.author.fl_str_mv Oliveira, Jefferson Menezes de
dc.subject.por.fl_str_mv Gestão de organizações públicas
Gestão por processos
Aposentadoria e pensão civil
Management of public organizations
Process management
Retirement and civil pension
CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
topic Gestão de organizações públicas
Gestão por processos
Aposentadoria e pensão civil
Management of public organizations
Process management
Retirement and civil pension
CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
description The objective of this study was to identify the main gaps in the administrative proceedings of retirement and civil pension managed by the Pro-Rectory of Personnel Management of the Federal University of Santa Maria (PROGEP/UFSM) in order to propose simplifications and improvements to the work routines. The guiding theoretical framework of the study included the lines: (i) process management, (ii) process management in public administration and (iii) Social Security of the federal public servant: Retirement and civil pension. In addition, was built an analysis of the "State of the Art" (iv). With a qualitative approach, this case study uses different sources of evidence: documentation, records in archives, the semi-structured interviews, direct observation and participative observation. In compliance with the first specific objective of the study, an analysis of the retirement and civil pension proceedings made by PROGEP/UFSM was held, followed by the mapping of them in the form of diagrams of processes, and the identification of actors involved from the construction of matrices of responsibilities. Following, on the second and third specific objectives, in order to identify the most appropriate opportunities to improve the work routines, semi-structured interviews were conducted with those involved in the retirement and civil pensions proceedings conducted in the institution, including end users of services and employees. Finally, in the fourth specific objective the triangulation of data allowed to identify the main opportunities to improve the processes for retirement and civil pension, , emphasizing the procedural delay, outbreaks of rework and bottlenecks, insufficient focus on the user and inadequate working conditions. Thus, proposals have been made for simplification and improvements in the processes in order to solve these gaps. It was found that the proposals of greater amplitude may have more effective results in the long term, because it best fit on the available literature related to the management by processes. However, the realization of more complex changes will depend on ability by the PROGEP/UFSM manager in order to break with the functional paradigm.
publishDate 2015
dc.date.none.fl_str_mv 2015-10-23
2017-04-13
2017-04-13
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv OLIVEIRA, Jefferson Menezes de. Process management in public organizations: analysis of retirement and civil pension processes at UFSM. 2015. 158 f. Dissertação (Mestrado em Administração) - Universidade Federal de Santa Maria, Santa Maria, 2015.
http://repositorio.ufsm.br/handle/1/4757
identifier_str_mv OLIVEIRA, Jefferson Menezes de. Process management in public organizations: analysis of retirement and civil pension processes at UFSM. 2015. 158 f. Dissertação (Mestrado em Administração) - Universidade Federal de Santa Maria, Santa Maria, 2015.
url http://repositorio.ufsm.br/handle/1/4757
dc.language.iso.fl_str_mv por
language por
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Universidade Federal de Santa Maria
BR
Administração
UFSM
Programa de Pós-Graduação em Administração
publisher.none.fl_str_mv Universidade Federal de Santa Maria
BR
Administração
UFSM
Programa de Pós-Graduação em Administração
dc.source.none.fl_str_mv reponame:Manancial - Repositório Digital da UFSM
instname:Universidade Federal de Santa Maria (UFSM)
instacron:UFSM
instname_str Universidade Federal de Santa Maria (UFSM)
instacron_str UFSM
institution UFSM
reponame_str Manancial - Repositório Digital da UFSM
collection Manancial - Repositório Digital da UFSM
repository.name.fl_str_mv Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM)
repository.mail.fl_str_mv atendimento.sib@ufsm.br||tedebc@gmail.com
_version_ 1805922172322971648