“Tudo na vida é um processo!”

Uso da metodologia BPMN e análise AI/IS e TO/BE em uma empresa de telefonia nacional

Abstract

Process management is a key element for the success of organizations today. With the help of the BPM tool and the Business Process Modeling Notation, it is possible to reduce costs and eliminate unnecessary processes within a given area. This technological article aims to analyze the current process of returning devices to the end consumer of a national telephone company through the AS/IS analysis methodology and to design a proposal for improving the process to reduce freight costs through TO/BE analysis using the Bizagi Modeler software. This qualitative research uses process management tools to improve the Customer Service (SAC) sector, and the technical assistance sector of the company studied. Qualitative analysis techniques, such as coding interviews using the Atlas.ti software, Ishikawa diagram and 5W2H. The main result was the identification of bottlenecks that negatively affect the company during the processes investigated and contributions that affect the improvement of the processes in general.