Melhoria nos processos de negócios do Centro de Tecnologia da Informação e Comunicação (CTIC) da Universidade Federal do Amazonas

Abstract

The current organizational context has led managers, both public and private, to rethink business processes. Integrate business processes with the use of available technologies can contribute to greater flexibility and speed in the execution of their operations. With the increasing demands it is difficult to ensure less time in producing a product or delivering a service without a proposal to improve these processes and without the use of proper tools that give conditions to promote such improvements. The objective of this research is to propose improvements in the coordination of Infrastructure Networks of Information Technology and Communication Center business processes (CTIC) of the Federal University of Amazonas, in dimensions quality, safety and availability. To achieve these objectives were carried out as well as meetings and interviews, field observation and document analysis. Brainstorming method to get the five critical processes, and methodology of hierarchical analysis process (AHP) to the choice of the two most critical process was applied. Performed a more refined analysis to understand the most critical points of these processes, such as bottlenecks, rework, redundancies, delays and waits, and identify whether there was a need to increase resources, and finally, the new flow of processes was built to the two processes, namely: network outage and services, and the availability of the SIE system. Using the Bizagi software it was proposed an interconnection of the new scheme with a monitoring tool. Finally, we presented the proposals for improvements through BPM and the processes of Infrastructure Coordination were therefore analyzed, mapped, redesigned and suggested improvement.