Análise de Fatores Críticos de Sucesso da Gestão de Processos de Negócio em Organizações Públicas
Resumo
Este artigo tem o objetivo de analisar a relação existente dos Fatores Críticos de Sucesso (FCS) frequentemente encontrados na literatura e na prática das iniciativas de Gestão de Processos de Negócio (Business Process Management - BPM) no Setor Público. Melhores práticas de BPM têm sido o foco das organizações que almejam alcançar um ótimo desempenho empresarial. No entanto, à medida que cresce o número de iniciativas de BPM, são registrados altos índices de falhas. Nesse contexto, busca-se investigar através de um estudo empírico de natureza qualitativa os fatores que merecem mais atenção em organizações públicas baseada nos FCS da literatura. Como resultado e principal contribuição, constataram-se fatores que são singulares no Setor Público demonstrando barreiras e facilitadores além daqueles encontrados na literatura.
Palavras-chave:
Críticos, Gestão, Processos, Organizações
Referências
ABPMP. (2009) “BPM CBOK - Guide to the Business Process Management Common Body of Knowledge”. Versão 2.
BANDARA, W.; GABLE, G.; ROSEMANN, M. (2005), Factors and measures of business process modelling: Model building through amultiple case study. “European Journal of Information Systems”, v. 14, n. 4, p. 347–360, 2005.
BRUNO, A.; LEIDECKER, J.(1984), Identifying and Using Critical Success Factors. “Long Range Planning”, v. 17, n. 1, p. 23-32.
BULLEN, C. V.; ROCKART, J. F. (1981) “A primer on critical success factors”. Massachusetts: Center for Information Systems Research, Sloan School of Management, MIT, v. 69.
DALE, B. G. et al. (2001), Fad , fashion and fit : An examination of quality circles , business process re-engineering and statistical process control. “International Journal of Production Economics”, v. 73, n. 2, p. 137-152.
DAVIDSON, M.; HOLT, R. (2008), Failure Points: Where BPM Projects Tend To Falter. “Business Performance Management”. Disponivel em: <http://bpmmag.net/mag/failure_bpm_projects_1201/>. Acesso em: 20 Out. 2010.
FNQ. (2005) Pessoas são a chave do sucesso. “Classe Mundial”, Case da Petroquímica da União - Fundação Nacional da Qualidade.
GROVER, V. (1999), From Business Reengineering to Business Process Change Management: A Longitudinal Study of Trends and Practices. “IEEE Transactions on Engineering Management”, v. 46, n. 1, p. 36-46.
JESTON, J.; NELIS, J. (2008) “Business Process Management, practical guidelines to successful implementations”. 2a. ed. Oxford: Elsevier Ltda.
LOCK, M. (2008), BPM and Beyond: The Human Factor of Process Management. “Aberdeen Group”, November.
MERRIAM, S. B. (2009) “Qualitative research: a guide to design and implementation”. San Francisco: Jossey-Bass,.
OMG (2010), Business Process Management with OMG specifications. “Object Management Group”. Disponivel em: <http://www.bpm- consortium.org/literature.htm>. Acesso em: 05 Junho 2010.
ORACLE. (2008), The State of the BPM Market 2008. “Oracle White Paper”. Disponivel em: <http://www.oracle.com/technologies/bpm/docs/state-of-bpm- market-whitepaper.pdf>. Acesso em: 08 maio 2010.
PRITCHARD, J; ARMISTEAD, C. (1999) Business process management: lessons from European business. “Business Process Management Journal”, v. 5, n. 1, p. 10-35.
RAVESTEYN, P.; BATENBURG, R. (2010), Surveying the critical success factors of BPM-systems implementation. “Business Process Management Journal”, v. 16, n. 3, p. 492-507.
RUNESON, P.; HÖST, M. (2008), Guidelines for conducting and reporting case study research in software engineering. “Empirical Software Engineering”, v. 14, n. 2, p. 131-164.
SMITH, G.; FURT, S. (2009), How (not) to Fail at BPM. “BPM.COM”. Disponivel em: <http://www.bpm.com/how-not-to-fail-at-bpm.html>. Acesso em: 25 Maio 2010.
TRKMAN, P. (2010), The critical success factors of business process management. “International Journal of Information Management”, v. 30, n. 2, p. 125-134.
ZUR MUEHLEN, M. (2004), Organizational Management in Workflow Applications. “Information Technology and Management Journal”, v. 5, n. 3, p. 271-291.
BANDARA, W.; GABLE, G.; ROSEMANN, M. (2005), Factors and measures of business process modelling: Model building through amultiple case study. “European Journal of Information Systems”, v. 14, n. 4, p. 347–360, 2005.
BRUNO, A.; LEIDECKER, J.(1984), Identifying and Using Critical Success Factors. “Long Range Planning”, v. 17, n. 1, p. 23-32.
BULLEN, C. V.; ROCKART, J. F. (1981) “A primer on critical success factors”. Massachusetts: Center for Information Systems Research, Sloan School of Management, MIT, v. 69.
DALE, B. G. et al. (2001), Fad , fashion and fit : An examination of quality circles , business process re-engineering and statistical process control. “International Journal of Production Economics”, v. 73, n. 2, p. 137-152.
DAVIDSON, M.; HOLT, R. (2008), Failure Points: Where BPM Projects Tend To Falter. “Business Performance Management”. Disponivel em: <http://bpmmag.net/mag/failure_bpm_projects_1201/>. Acesso em: 20 Out. 2010.
FNQ. (2005) Pessoas são a chave do sucesso. “Classe Mundial”, Case da Petroquímica da União - Fundação Nacional da Qualidade.
GROVER, V. (1999), From Business Reengineering to Business Process Change Management: A Longitudinal Study of Trends and Practices. “IEEE Transactions on Engineering Management”, v. 46, n. 1, p. 36-46.
JESTON, J.; NELIS, J. (2008) “Business Process Management, practical guidelines to successful implementations”. 2a. ed. Oxford: Elsevier Ltda.
LOCK, M. (2008), BPM and Beyond: The Human Factor of Process Management. “Aberdeen Group”, November.
MERRIAM, S. B. (2009) “Qualitative research: a guide to design and implementation”. San Francisco: Jossey-Bass,.
OMG (2010), Business Process Management with OMG specifications. “Object Management Group”. Disponivel em: <http://www.bpm- consortium.org/literature.htm>. Acesso em: 05 Junho 2010.
ORACLE. (2008), The State of the BPM Market 2008. “Oracle White Paper”. Disponivel em: <http://www.oracle.com/technologies/bpm/docs/state-of-bpm- market-whitepaper.pdf>. Acesso em: 08 maio 2010.
PRITCHARD, J; ARMISTEAD, C. (1999) Business process management: lessons from European business. “Business Process Management Journal”, v. 5, n. 1, p. 10-35.
RAVESTEYN, P.; BATENBURG, R. (2010), Surveying the critical success factors of BPM-systems implementation. “Business Process Management Journal”, v. 16, n. 3, p. 492-507.
RUNESON, P.; HÖST, M. (2008), Guidelines for conducting and reporting case study research in software engineering. “Empirical Software Engineering”, v. 14, n. 2, p. 131-164.
SMITH, G.; FURT, S. (2009), How (not) to Fail at BPM. “BPM.COM”. Disponivel em: <http://www.bpm.com/how-not-to-fail-at-bpm.html>. Acesso em: 25 Maio 2010.
TRKMAN, P. (2010), The critical success factors of business process management. “International Journal of Information Management”, v. 30, n. 2, p. 125-134.
ZUR MUEHLEN, M. (2004), Organizational Management in Workflow Applications. “Information Technology and Management Journal”, v. 5, n. 3, p. 271-291.
Publicado
23/05/2011
Como Citar
SANTOS, Hígor M.; SANTANA, André F.; ALVES, Carina F..
Análise de Fatores Críticos de Sucesso da Gestão de Processos de Negócio em Organizações Públicas. In: SIMPÓSIO BRASILEIRO DE SISTEMAS DE INFORMAÇÃO (SBSI), 7. , 2011, Salvador.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2011
.
p. 262-273.
DOI: https://doi.org/10.5753/sbsi.2011.14582.
