Mapeamento e proposta de padronização do processo de gerenciamento de comércio eletrônico da educação profissional do SENAI Alagoas

Abstract

Digital transformation has been driving significant changes in society and the national economy, requiring organizations to differentiate themselves and remain competitive in the evolving digital market. To avoid negative impacts, companies must focus on actions that ensure the quality of their products and services. One of the main strategic actions in this context is Business Process Mapping, which, according to Souza (2014), is essential for achieving organizational synchrony, allowing alignment between strategy, processes, and people, thereby enabling more efficient and effective management. Through process mapping, organizations can identify failures, bottlenecks, waste, and rework, enabling corrective actions and continuous improvement. In this light, the objective of this study is to map and standardize the process of Managing E-commerce in Vocational Education at SENAI Alagoas, aiming to propose structured improvements. This is an applied research study, and the adopted methodology involved data collection through interviews, direct observation, and meetings with a multidisciplinary team composed of professionals from different departments. The BPMN notation and the 3Q1POC tool were used as analytical instruments, supporting the construction of the "As Is" and "To Be" process flows, as well as the identification of bottlenecks, business rules, and improvement opportunities. The results include the description of current activities, the “As Is” flow diagram, identification of critical points, new business rules, and the redesigned “To Be” flow, which incorporates the proposed improvements. Finally, the results will be presented to senior management and the involved teams, reinforcing the organization’s culture of process management.