Aplicação da ferramenta service blueprint para o mapeamento de processos em uma diretoria pertencente a uma instituição de ensino superior pública

Abstract

The search for excellence in organizations in order to offer a quality service to their clients has made them search more and more for improvements, which are assisted by management methods, practices and tools aimed at the study of their internal processes. Process mapping is used in general, as among its positive points it stands out the practicality, the help to find flaws, the improvement of the documentation and standardization contributing to facilitate the access to the information. The purpose of this study was to study the mapping tool Service Blueprint, within the scope of the board of an academic unit belonging to a public education university. We sought to map and propose improvements for the following processes: Equity Loan, Equity Loan, Equity Transfer, Equipment Maintenance and Equity Audit. The work contributed to the improvement of the information flow, to the documentation of the processes and externalization of knowledge, and to its better visualization and understanding.