Gestão por processos em organizações públicas: análise dos processos de aposentadoria e pensão civil na UFSM
Autor(a) principal: | |
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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. |
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Manancial - Repositório Digital da UFSM |
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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 |