Eficiência em gerenciamento de processos de negócio (BPM) em um grupo empresarial do agreste alagoano: estudo de caso

Abstract

This study aimed to apply Data Envelopment Analysis (DEA) in four distinct scenarios to evaluate the efficiency of Business Processes within a Group of Companies operating in the Distribution, Industry, and Cash & Carry sectors, whose business processes are mapped and managed through Business Process Management (BPM), focusing on continuous process improvement. The work brought innovative application of the DEA model in the context of BPM, establishing decision-making units as the processes themselves and defining their inputs and outputs based on business process components. The main objective was to validate this model in identifying efficient areas and those in need of improvement. In the first application scenario, raw data was used to calculate efficiency scores in the Constant Returns to Scale (CRS) and Variable Returns to Scale (VRS) models. In the second scenario, variations in inputs and outputs were considered. Finally, the third scenario involved applying the CRS and VRS models after adjustments to inputs. The results demonstrated the robustness of DEA in evaluating the efficiency of business processes, highlighting the sensitivity of CRS and VRS models to different analysis conditions. Comparing these models allowed identifying their respective advantages and limitations, while variations in DMU weights suggested specific areas for organizational improvements.