A influência das especificidades das organizações públicas na implementação da gestão de processos
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Data
2011
Autores
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Fontes Filho, Joaquim Rubens
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This study aimed to identify how the specific characteristics of public organizations influences the implementation of Business Process Management in its scope. This study was conducted under a theoretical analysis in order to delineate especial issues that are relevant to understand the differences between the public and private administrations and the impact of that difference both in the implementation of Business Process Management for those organizations, and to support the development of a set of structured interviews. From this point, a field survey was done by interviewing eight Brazilian experts on Business Process Management who have highlighted academic status on the subject, are a staff member of companies or institutions that work with Business Process Management, who works as a Business Process Management consultant and/or are a Certified Business Process Professional, as well as experience in implementation of Process Management in organizations of Public Federal Direct Administration. The results of those interviews were analyzed, consolidated and examined by the authors considered as theoretical references. In the perception of the interviewed experts, the lower maturity shown by the public organizations, related to the measurement and monitoring of business process performance undermines the results that can be achieved by the adoption of Business Process Management and consequently, people do not realize the gains that they can get through it, hindering the ability to mobilize them and committing them to the implementation of Business Process Management. Moreover, the posture and profile of its own servers, along with other specifics of public organizations - stability of the public employees, lack of recognition and reward mechanisms and performance evaluation criteria, culture of excessive documentation and control and the dysfunctions of bureaucracy and also discontinuity in management - do not contribute to the engagement and motivation to the management of people and may hinder the identification and implementation of continuous improvements in the organizational processes, intrinsic activity of Business Process Management.