Análise multicritério para priorização de processos organizacionais: aplicando ferramentas de apoio à gestão de processos

Abstract

Effective organizational business management processes have become increasingly important to the proper functioning of public and private institutions. This scenario stimulates the commitment of organizations, including universities, in the attempt to implement the Business Process Management (BPM). However, such an implementation demands precise and efficient decisions in the most diverse activities. Along those lines, Multiple-Criteria Decision Analysis (MCDA) can be helpful to solve such problems and to successfully implement the BPM. Therefore, this work applies and analyzes methods to support the multicriteria decision for process prioritization of an Institution of Higher Education of the Sertão Alagoano in order to encourage a culture of continuous improvement of internal processes management, as well as to achieve greater effectiveness in results delivery and faster responsiveness. We applied SET Matrix (Severity, Urgency and Trend), Additive Deterministic Aggregation Model, Elimination et Choix Traduisant la Réalite (ELECTRE) IV and Preference Ranking Organization Method for Enrichment Evaluation (PROMETHEE) II. As remarks, all of the methods agreed on the first antepenultimate, penultimate and the last collation. In addition, all Kendall coefficients showed strong association (τ > 0.81). Finally, the Kruskal-Wallis test presented result of Chisquare = 0 and p-value = 1, which attests that the results of the methods do not have statistically significant differences. Accordingly, it becomes evident that the MCDA plays an important role in the BPM for prioritization of processes and all methods presented satisfactory results. So, the method’s choice will depend on the particularity of each problem, the information collected and the preferences of the decision maker.