Modelagem do processo de negócio de uma empresa de tecnologia e informação

Abstract

Companies that do not have structured business management, with well-defined processes, may incur poor management, which hinders growth and often prevents them from continuing to function. The biggest difficulty that companies that are stagnant face is to identify the causative factors as they do not know their business processes. Given this, this study aims to model the business process of an information technology company. The study consists of four stages and was applied in an information technology company in the state of Rio Grande do Norte. The first stage aims to model the company's process architecture, presenting its macroprocesses. In the second step, the architecture is detailed, identifying its processes. In the third stage, the process flows and their respective manuals were prepared. Finally, in the fourth stage, the flows were validated and tutorials were produced. The elaborated process architecture has four macroprocesses, namely: (i) support management, (ii) development management, (iii) advertising management and (iv) commercial management. In these macroprocesses, seven processes were identified, namely: (i) installation and training, (ii) user support, (iii) ticket handling, (iv) creating content for social media, (v) creating content for media (vi) prospecting for customers and (vii) selling software. With the processes identified, their flows were elaborated through Bizagi Modeler® plus their manuals. In addition, four tutorials were prepared, namely: (i) use of SGS, (ii) installation and configuration, (iii) training and (iv) post scheduling. The proposed model is of fundamental importance for the company as it allows the top management to know the processes from end to end and thus, manage more efficiently and effectively. In addition, the model allows employees to better understand the sequence of activities to be performed.