<div id="pf1" class="pf w0 h0" data-page-no="1"><div class="pc pc1 w0 h0"><img class="bi x0 y0 w1 h1" alt="" src="https://files.passeidireto.com/403b2306-b122-4f7a-91f5-d245a076ec8f/bg1.png"><div class="t m0 x1 h2 y1 ff1 fs0 fc0 sc0 ls1 ws0">Processos Organizacionais </div><div class="t m0 x0 h3 y2 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y5 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y6 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y7 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x2 h3 y8 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y9 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 ya ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 yb ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 yc ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 yd ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 ye ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 yf ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y10 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y11 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y12 ff2 fs1 fc0 sc0 ls0 ws0"> <span class="ff3 ls1 v1">Prof Fabio Uchôas de Lima </span></div><div class="t m0 x0 h3 y13 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y14 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y15 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y16 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y17 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y18 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y19 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y1a ff2 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf2" class="pf w0 h0" data-page-no="2"><div class="pc pc2 w0 h0"><div class="t m0 x0 h4 y1b ff4 fs2 fc0 sc0 ls1 ws0">Conteúdo </div><div class="t m0 x0 h3 y1c ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y1d ff5 fs1 fc0 sc0 ls1 ws0">1. CONCEITO DE PROCESSO <span class="_0 blank"></span><span class="ls2 ws1">...........................................................................................<span class="ls1 ws0"> <span class="_0 blank"></span>3<span class="fs3"> </span></span></span></div><div class="t m0 x0 h3 y1e ff5 fs1 fc0 sc0 ls5 ws2">2.<span class="fs3 ls3 ws0"> <span class="fs1 ls1">A ORGANIZAÇÃO ORIENTADA PARA<span class="_1 blank"></span> OS PROCESSOS DO NEGÓCIO <span class="_2 blank"></span><span class="ls2 ws1">.................<span class="ls1 ws0"> <span class="_0 blank"></span>4<span class="fs3"> </span></span></span></span></span></div><div class="t m0 x3 h3 y1f ff5 fs1 fc0 sc0 ls1 ws3">2.1<span class="fs3 ls4 ws0"> </span><span class="ws0">A Organização Tradicional versus a Organização Orientada para P<span class="_1 blank"></span>rocessos<span class="_3 blank"> </span> <span class="_2 blank"></span><span class="ls2">.......<span class="ls1"> <span class="_0 blank"></span>4<span class="fs3"> </span></span></span></span></div><div class="t m0 x3 h3 y20 ff5 fs1 fc0 sc0 ls1 ws3">2.2<span class="fs3 ls4 ws0"> </span><span class="ws0">Tipos de Processo <span class="_4 blank"></span><span class="ls2 ws1">..................................................................................................<span class="ls1 ws0"> <span class="_0 blank"></span>6<span class="fs3"> </span></span></span></span></div><div class="t m0 x3 h3 y21 ff5 fs1 fc0 sc0 ls1 ws3">2.3<span class="fs3 ls4 ws0"> </span><span class="ws0">Tipologias de Processos do Negócio: Abordagens <span class="_1 blank"></span><span class="ls2 ws1">................................................<span class="ls1 ws0"> <span class="_0 blank"></span>8<span class="fs3"> </span></span></span></span></div><div class="t m0 x3 h3 y22 ff5 fs1 fc0 sc0 ls1 ws3">2.4<span class="fs3 ls4 ws0"> </span><span class="ff6 ws0">Elementos de um processo e características de processos bem de\ufb01nidos<span class="ff5"> <span class="_5 blank"></span><span class="ls2 ws1">..........<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">12<span class="fs3 ls1 ws0"> </span></span></span></span></span></span></div><div class="t m0 x3 h3 y23 ff5 fs1 fc0 sc0 ls1 ws3">2.5<span class="fs3 ls4 ws0"> </span><span class="ws0">Desdobramento dos Processos <span class="_6 blank"></span><span class="ls2 ws1">............................................................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">14<span class="fs3 ls1 ws0"> </span></span></span></span></span></div><div class="t m0 x0 h3 y24 ff5 fs1 fc0 sc0 ls5 ws2">3.<span class="fs3 ls3 ws0"> <span class="fs1 ls1">IDENTIFICAÇÃO DOS PROCESSOS ORGANIZACIONAIS <span class="_2 blank"></span><span class="ls2 ws1">.....................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">15<span class="fs3 ls1 ws0"> </span></span></span></span></span></span></div><div class="t m0 x3 h3 y25 ff5 fs1 fc0 sc0 ls1 ws3">3.1<span class="fs3 ls4 ws0"> </span><span class="ws0">Macroprocesso <span class="_7 blank"></span><span class="ls2 ws1">.....................................................................................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">15<span class="fs3 ls1 ws0"> </span></span></span></span></span></div><div class="t m0 x3 h3 y26 ff5 fs1 fc0 sc0 ls1 ws3">3.2<span class="fs3 ls4 ws0"> </span><span class="ws0">Descrição dos processos organizacionais-chave e de apoio<span class="_3 blank"> </span> <span class="_1 blank"></span><span class="ls2 ws1">...............................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">16<span class="fs3 ls1 ws0"> </span></span></span></span></span></div><div class="t m0 x3 h3 y27 ff5 fs1 fc0 sc0 ls1 ws3">3.3<span class="fs3 ls4 ws0"> </span><span class="ws0">Modelagem de processos <span class="_0 blank"></span><span class="ls2 ws1">.....................................................................................<span class="ls1 ws0"> <span class="_6 blank"></span><span class="ls5 ws2">19<span class="fs3 ls1 ws0"> </span></span></span></span></span></div><div class="t m0 x0 h3 y28 ff5 fs1 fc0 sc0 ls5 ws2">4.<span class="fs3 ls3 ws0"> <span class="fs1 ls1">GESTÃO DOS PROCESSOS <span class="_2 blank"></span><span class="ls2 ws1">....................................................................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">25<span class="fs3 ls1 ws0"> </span></span></span></span></span></span></div><div class="t m0 x3 h3 y29 ff5 fs1 fc0 sc0 ls1 ws3">4.1<span class="fs3 ls4 ws0"> </span><span class="ws0">Objetivos da organização versus objetivos dos processos <span class="_0 blank"></span><span class="ls2 ws1">...................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">25<span class="fs3 ls1 ws0"> </span></span></span></span></span></div><div class="t m0 x3 h3 y2a ff5 fs1 fc0 sc0 ls1 ws3">4.2<span class="fs3 ls4 ws0"> </span><span class="ws0">Desempenho dos processos organizacionais <span class="ls2 ws1">......................................................</span> <span class="_0 blank"></span><span class="ls5 ws2">26<span class="fs3 ls1 ws0"> </span></span></span></div><div class="t m0 x3 h3 y2b ff5 fs1 fc0 sc0 ls1 ws3">4.3<span class="fs3 ls4 ws0"> </span><span class="ws0">Principais atributos dos indicadores <span class="_1 blank"></span><span class="ls2 ws1">.....................................................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">27<span class="fs3 ls1 ws0"> </span></span></span></span></span></div><div class="t m0 x3 h3 y2c ff5 fs1 fc0 sc0 ls1 ws3">4.4<span class="fs3 ls4 ws0"> </span><span class="ws0">Os indicadores de processos<span class="ls2 ws1">................................................................................</span> <span class="_0 blank"></span><span class="ls5 ws2">28<span class="fs3 ls1 ws0"> </span></span></span></div><div class="t m0 x0 h3 y2d ff5 fs1 fc0 sc0 ls5 ws2">5.<span class="fs3 ls3 ws0"> <span class="fs1 ls1">REFERÊNCIAS <span class="_7 blank"></span><span class="ls2 ws1">..........................................................................................................<span class="ls1 ws0"> <span class="_0 blank"></span><span class="ls5 ws2">31<span class="fs3 ls1 ws0"> </span></span></span></span></span></span></div><div class="t m0 x0 h3 y2e ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y2f ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y30 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y31 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y32 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y33 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y34 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y35 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y36 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y37 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y38 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y39 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3a ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3b ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3c ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3d ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3e ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y3f ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y40 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y41 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y42 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y43 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y44 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y45 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y46 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y47 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y48 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y49 ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4a ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4b ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4c ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4d ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4e ff2 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y4f ff2 fs1 fc0 sc0 ls1 ws0"> </div><a class="l" data-dest-detail='[3,"XYZ",54,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:54.450000px;bottom:738.870000px;width:485.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[4,"XYZ",54,333,null]'><div class="d m1" style="border-style:none;position:absolute;left:54.450000px;bottom:725.070000px;width:485.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[4,"XYZ",54,307,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:711.270000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[6,"XYZ",75,190,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:697.470000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[8,"XYZ",75,634,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:683.670000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[12,"XYZ",54,188,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:669.870000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[14,"XYZ",75,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:656.070000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[15,"XYZ",54,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:54.450000px;bottom:642.280000px;width:485.950000px;height:13.790000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[15,"XYZ",75,764,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:628.480000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[16,"XYZ",75,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:614.680000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[19,"XYZ",75,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:600.880000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[25,"XYZ",54,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:54.450000px;bottom:587.080000px;width:485.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[25,"XYZ",75,764,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:573.280000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[26,"XYZ",75,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:559.480000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[27,"XYZ",75,589,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:545.680000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[28,"XYZ",75,438,null]'><div class="d m1" style="border-style:none;position:absolute;left:66.450000px;bottom:531.880000px;width:473.950000px;height:13.800000px;background-color:rgba(255,255,255,0.000001);"></div></a><a class="l" data-dest-detail='[31,"XYZ",54,785,null]'><div class="d m1" style="border-style:none;position:absolute;left:54.450000px;bottom:518.090000px;width:485.950000px;height:13.790000px;background-color:rgba(255,255,255,0.000001);"></div></a></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf3" class="pf w0 h0" data-page-no="3"><div class="pc pc3 w0 h0"><div class="t m0 x0 h5 y50 ff1 fs1 fc0 sc0 ls1 ws0">1. CONCEITO DE PROCESSO </div><div class="t m0 x4 h6 y51 ff6 fs1 fc0 sc0 ls1 ws0">Segundo <span class="_8 blank"> </span>Harrington <span class="_8 blank"> </span>(1993, <span class="_3 blank"> </span>p. <span class="_8 blank"> </span>10), <span class="_8 blank"> </span>\u2015processo <span class="_3 blank"> </span>é<span class="_3 blank"> </span> <span class="_3 blank"> </span>qualquer <span class="_8 blank"> </span>atividade <span class="_8 blank"> </span>que <span class="_8 blank"> </span>recebe <span class="_8 blank"> </span>uma </div><div class="t m0 x0 h3 y52 ff5 fs1 fc0 sc0 ls1 ws0">entrada <span class="_9 blank"> </span>(<span class="ff7 ws3">input</span>), <span class="_9 blank"> </span> <span class="_9 blank"> </span>agre<span class="_1 blank"></span>ga-lhe <span class="_9 blank"> </span>valor <span class="_9 blank"> </span>e <span class="_9 blank"> </span>g<span class="_1 blank"></span>era <span class="_9 blank"> </span>uma <span class="_9 blank"> </span>saída <span class="_9 blank"> </span>(<span class="ff7 ls6 ws4">output</span>) <span class="_9 blank"> </span>par<span class="_1 blank"></span>a <span class="_9 blank"> </span>um <span class="_9 blank"> </span>cli<span class="_1 blank"></span>ente <span class="_9 blank"> </span>interno <span class="_9 blank"> </span>ou </div><div class="t m0 x0 h3 y53 ff5 fs1 fc0 sc0 ls1 ws0">externo. <span class="_9 blank"> </span>Os <span class="_9 blank"> </span>proce<span class="_3 blank"> </span>sso<span class="_1 blank"></span>s <span class="_9 blank"> </span>fazem <span class="_9 blank"> </span>) <span class="_9 blank"> </span> <span class="_9 blank"> </span>para <span class="_a blank"> </span> <span class="_9 blank"> </span>um <span class="_9 blank"> </span>cliente <span class="_9 blank"> </span> <span class="_9 blank"> </span>interno <span class="_9 blank"> </span>ou <span class="_9 blank"> </span> <span class="_b blank"> </span>externo. <span class="_9 blank"> </span> <span class="_9 blank"> </span>Os <span class="_9 blank"> </span> <span class="_9 blank"> </span>processos </div><div class="t m0 x0 h3 y54 ff5 fs1 fc0 sc0 ls1 ws0">fazem <span class="_b blank"> </span><span class="ff6">uso <span class="_b blank"> </span> <span class="_b blank"> </span>dos <span class="_b blank"> </span> <span class="_a blank"> </span>recursos <span class="_b blank"> </span> <span class="_b blank"> </span>da <span class="_b blank"> </span> <span class="_b blank"> </span>organiz<span class="_1 blank"></span>ação <span class="_b blank"> </span> <span class="_b blank"> </span>para <span class="_b blank"> </span> <span class="_b blank"> </span>gerar <span class="_a blank"> </span> <span class="_b blank"> </span>resultados <span class="_b blank"> </span> <span class="_b blank"> </span>concretos\u2016. <span class="_b blank"> </span> <span class="_b blank"> </span>O<span class="_1 blank"></span> </span></div><div class="t m0 x0 h3 y55 ff5 fs1 fc0 sc0 ls1 ws0">processo <span class="_3 blank"> </span> <span class="_8 blank"> </span>de <span class="_3 blank"> </span> <span class="_3 blank"> </span>fabricação <span class="_8 blank"> </span> <span class="_3 blank"> </span>recebe <span class="_3 blank"> </span>como <span class="_3 blank"> </span> <span class="_8 blank"> </span>entrada <span class="_3 blank"> </span> <span class="_3 blank"> </span>uma <span class="_8 blank"> </span> <span class="_3 blank"> </span>solicitação <span class="_3 blank"> </span> <span class="_3 blank"> </span>do <span class="_8 blank"> </span> <span class="_3 blank"> </span>clie<span class="_8 blank"> </span>nte <span class="_3 blank"> </span> <span class="_3 blank"> </span>e <span class="_8 blank"> </span> <span class="_3 blank"> </span>matéria-</div><div class="t m0 x0 h3 y56 ff5 fs1 fc0 sc0 ls1 ws0">prima, <span class="_9 blank"> </span> <span class="_c blank"> </span>trabalha <span class="_d blank"> </span> <span class="_c blank"> </span>essa <span class="_d blank"> </span> <span class="_c blank"> </span>m<span class="_3 blank"> </span>atéria-<span class="ff6">prima <span class="_d blank"> </span> <span class="_d blank"> </span>segundo <span class="_d blank"> </span> <span class="_c blank"> </span>a<span class="_3 blank"> </span>s <span class="_c blank"> </span>especi\ufb01cações <span class="_c blank"> </span>do <span class="_d blank"> </span>produto<span class="_3 blank"> </span> <span class="_c blank"> </span>e <span class="_c blank"> </span>gera <span class="_d blank"> </span>o </span></div><div class="t m0 x0 h3 y57 ff5 fs1 fc0 sc0 ls1 ws0">produto solicitado pelo cliente. </div><div class="t m0 x4 h3 y58 ff5 fs1 fc0 sc0 ls1 ws0">De <span class="_a blank"> </span>acordo<span class="_3 blank"> </span> <span class="_a blank"> </span>com <span class="_a blank"> </span>Hammer <span class="_a blank"> </span>e <span class="_b blank"> </span>Champy<span class="_1 blank"></span> <span class="_a blank"> </span>(1994), <span class="_a blank"> </span>proce<span class="_3 blank"> </span>sso <span class="_a blank"> </span>é <span class="_a blank"> </span>um <span class="_b blank"> </span>gru<span class="_1 blank"></span>po <span class="_a blank"> </span>de <span class="_a blank"> </span>atividade<span class="_3 blank"> </span>s </div><div class="t m0 x0 h3 y59 ff5 fs1 fc0 sc0 ls1 ws0">realizadas <span class="_3 blank"> </span>numa <span class="_3 blank"> </span>seqüência <span class="_3 blank"> </span>lógica <span class="_3 blank"> </span>com <span class="_3 blank"> </span>o <span class="_3 blank"> </span>objetivo <span class="_8 blank"> </span>de <span class="_3 blank"> </span>prod<span class="_3 blank"> </span>uzir um<span class="_3 blank"> </span> <span class="_3 blank"> </span>bem, <span class="_3 blank"> </span>ou <span class="_3 blank"> </span>um <span class="_3 blank"> </span>serviço <span class="_3 blank"> </span>que </div><div class="t m0 x0 h3 y5a ff5 fs1 fc0 sc0 ls1 ws0">tem valor para um grupo específico de clientes. </div><div class="t m0 x4 h3 y5b ff5 fs1 fc0 sc0 ls1 ws0">Davenport <span class="_e blank"> </span>(1994) <span class="_e blank"> </span>conceitua <span class="_f blank"> </span>um <span class="_f blank"> </span>p<span class="_3 blank"> </span>rocesso <span class="_f blank"> </span>como <span class="ff7">uma <span class="_f blank"> </span>ordenação <span class="_f blank"> </span>esp<span class="_3 blank"> </span>ecífica <span class="_f blank"> </span>das </span></div><div class="t m0 x0 h7 y5c ff7 fs1 fc0 sc0 ls1 ws0">atividades <span class="_10 blank"> </span>de <span class="_10 blank"> </span>trabalho <span class="_8 blank"> </span>no<span class="_3 blank"> </span> <span class="_8 blank"> </span>tempo <span class="_10 blank"> </span>e <span class="_10 blank"> </span>no <span class="_10 blank"> </span>espaço, <span class="_10 blank"> </span>com <span class="_8 blank"> </span>u<span class="_3 blank"> </span>m <span class="_8 blank"> </span>começo, <span class="_10 blank"> </span>um <span class="_8 blank"> </span>fi<span class="_3 blank"> </span>m, <span class="_8 blank"> </span>inputs <span class="_10 blank"> </span>e <span class="_10 blank"> </span>outpu<span class="_3 blank"> </span>ts<span class="_1 blank"></span> </div><div class="t m0 x0 h3 y5d ff7 fs1 fc0 sc0 ls1 ws0">claramente <span class="_11 blank"> </span>identificados<span class="ff5">. <span class="_11 blank"> </span>Segundo <span class="_11 blank"> </span>o <span class="_11 blank"> </span>autor<span class="_1 blank"></span>, <span class="_11 blank"> </span>tais <span class="_11 blank"> </span>atividades <span class="_11 blank"> </span>são <span class="_12 blank"> </span>estruturadas <span class="_11 blank"> </span>com <span class="_12 blank"> </span>a </span></div><div class="t m0 x0 h3 y5e ff5 fs1 fc0 sc0 ls1 ws0">finalidade de agregar valor aos <span class="ff7 ws3">inputs</span>, resultando em um produto para um cliente. </div><div class="t m0 x4 h3 y5f ff5 fs1 fc0 sc0 ls1 ws0">Na <span class="_13 blank"> </span>abordagem <span class="_13 blank"> </span>de <span class="_13 blank"> </span>Oliv<span class="_1 blank"></span>eira <span class="_13 blank"> </span>(1996), <span class="_13 blank"> </span>processo <span class="_13 blank"> </span>é <span class="_14 blank"> </span><span class="ff7">um <span class="_13 blank"> </span>conjunto <span class="_13 blank"> </span>de <span class="_13 blank"> </span>atividades </span></div><div class="t m0 x0 h7 y60 ff7 fs1 fc0 sc0 ls1 ws0">seqüenciais que apresentam relaçã<span class="_3 blank"> </span>o lógica entre si, com a finalidade de atender e,<span class="_1 blank"></span> </div><div class="t m0 x0 h3 y61 ff7 fs1 fc0 sc0 ls1 ws0">preferencialmente, suplantar<span class="ff5 ls7"> </span>as n<span class="_3 blank"> </span>ecessidades e expectativas dos clien<span class="_3 blank"> </span>tes externos e </div><div class="t m0 x0 h3 y62 ff7 fs1 fc0 sc0 ls1 ws0">internos da empresa<span class="ff5 ls2">. <span class="ls1"> </span></span></div><div class="t m0 x4 h3 y63 ff5 fs1 fc0 sc0 ls1 ws0">Gonçalves <span class="_15 blank"> </span>(2000) <span class="_15 blank"> </span>define <span class="_15 blank"> </span>processo <span class="_15 blank"> </span>como<span class="_1 blank"></span> <span class="_15 blank"> </span><span class="ff7">q<span class="_3 blank"> </span>ualquer <span class="_15 blank"> </span>atividade <span class="_16 blank"> </span>ou <span class="_15 blank"> </span>conjunto <span class="_15 blank"> </span>de </span></div><div class="t m0 x0 h7 y64 ff7 fs1 fc0 sc0 ls1 ws0">atividades <span class="_b blank"> </span>que <span class="_b blank"> </span>toma <span class="_b blank"> </span>um <span class="_a blank"> </span>inpu<span class="_3 blank"> </span>t, <span class="_b blank"> </span>adiciona <span class="_b blank"> </span>valor <span class="_b blank"> </span>a <span class="_b blank"> </span>ele <span class="_b blank"> </span>e <span class="_b blank"> </span>fornece <span class="_b blank"> </span>um <span class="_a blank"> </span>outp<span class="_3 blank"> </span>ut <span class="_b blank"> </span>a <span class="_b blank"> </span>um<span class="_1 blank"></span> <span class="_b blank"> </span>cliente </div><div class="t m0 x0 h3 y65 ff7 fs1 fc0 sc0 ls1 ws3">específico<span class="ff5 ws0">. <span class="_17 blank"> </span>O <span class="_17 blank"> </span>autor <span class="_14 blank"> </span>destaca<span class="_3 blank"> </span> <span class="_17 blank"> </span>t<span class="_1 blank"></span>ambém <span class="_17 blank"> </span>a <span class="_14 blank"> </span>característica <span class="_17 blank"> </span>de <span class="_17 blank"> </span>interfuncionalidade <span class="_17 blank"> </span>dos </span></div><div class="t m0 x0 h3 y66 ff5 fs1 fc0 sc0 ls1 ws0">processos, <span class="_10 blank"> </span>ou<span class="_3 blank"> </span> <span class="_10 blank"> </span>seja, <span class="_10 blank"> </span>a<span class="_3 blank"> </span> <span class="_10 blank"> </span>maioria <span class="_c blank"> </span>dos <span class="_10 blank"> </span>processos <span class="_10 blank"> </span>emp<span class="_3 blank"> </span>resariais, <span class="_10 blank"> </span>especialmente <span class="_10 blank"> </span>os <span class="_10 blank"> </span>p<span class="_3 blank"> </span>rocessos<span class="_3 blank"> </span>-</div><div class="t m0 x0 h3 y67 ff5 fs1 fc0 sc0 ls1 ws0">chave ou primários, atravessa as fr<span class="_3 blank"> </span>onteiras das áreas funcionais da organiz<span class="_1 blank"></span>ação, podendo </div><div class="t m0 x0 h3 y68 ff5 fs1 fc0 sc0 ls1 ws0">envolver n<span class="_3 blank"> </span>ão <span class="_3 blank"> </span>só <span class="_3 blank"> </span>aspectos <span class="_3 blank"> </span>intra<span class="_3 blank"> </span>-organizacionais (inte<span class="_3 blank"> </span>ração <span class="_3 blank"> </span>entre <span class="_3 blank"> </span>os <span class="_3 blank"> </span>processos <span class="_3 blank"> </span>internos <span class="_3 blank"> </span> <span class="_3 blank"> </span>da </div><div class="t m0 x0 h3 y69 ff5 fs1 fc0 sc0 ls1 ws0">empresa), <span class="_b blank"> </span>m<span class="_3 blank"> </span>as <span class="_f blank"> </span>também <span class="_b blank"> </span> <span class="_f blank"> </span>inter<span class="_3 blank"> </span>-organiz<span class="_1 blank"></span>acionais <span class="_f blank"> </span>(interação <span class="_f blank"> </span>com <span class="_f blank"> </span>os <span class="_b blank"> </span>p<span class="_3 blank"> </span>rocessos <span class="_b blank"> </span>de<span class="_3 blank"> </span> <span class="_b blank"> </span>outras </div><div class="t m0 x0 h3 y6a ff5 fs1 fc0 sc0 ls1 ws0">organizações). </div><div class="t m0 x4 h3 y6b ff5 fs1 fc0 sc0 ls1 ws0">A abordagem de Gonçalves alinha<span class="_3 blank"> </span>-se com a de Porter (1992) que enfatiza, em uma </div><div class="t m0 x0 h3 y6c ff5 fs1 fc0 sc0 ls1 ws0">organização, <span class="_8 blank"> </span>a <span class="_8 blank"> </span>importância <span class="_10 blank"> </span>da <span class="_8 blank"> </span>sua <span class="_10 blank"> </span><span class="ff7">cadeia <span class="_8 blank"> </span>de <span class="_8 blank"> </span>valores <span class="_10 blank"> </span></span>e <span class="_8 blank"> </span>do <span class="_8 blank"> </span>se<span class="_3 blank"> </span>u <span class="_8 blank"> </span><span class="ff7">sistema <span class="_8 blank"> </span>de <span class="_8 blank"> </span>va<span class="_3 blank"> </span>lores <span class="_8 blank"> </span></span>para <span class="_8 blank"> </span>a </div><div class="t m0 x0 h3 y6d ff5 fs1 fc0 sc0 ls1 ws0">criação <span class="_b blank"> </span>de <span class="_b blank"> </span>vantage<span class="_1 blank"></span>m <span class="_b blank"> </span>competitiva<span class="ff7 ls2">. <span class="_b blank"> </span></span><span class="ls6">A <span class="_b blank"> </span></span><span class="ff7">c<span class="_1 blank"></span>adeia <span class="_b blank"> </span>de <span class="_a blank"> </span>valores<span class="_3 blank"> </span><span class="ff5"> <span class="_a blank"> </span>é <span class="_b blank"> </span>definida <span class="_b blank"> </span>como <span class="_b blank"> </span>o <span class="_b blank"> </span>c<span class="_1 blank"></span>onjunto <span class="_b blank"> </span>de<span class="_1 blank"></span> </span></span></div><div class="t m0 x0 h3 y6e ff6 fs1 fc0 sc0 ls1 ws0">\u2015atividades <span class="_9 blank"> </span>física <span class="_a blank"> </span>e<span class="ff5"> <span class="_a blank"> </span>tecnologicamente <span class="_9 blank"> </span>distintas <span class="_9 blank"> </span>através <span class="_a blank"> </span>das <span class="_9 blank"> </span>quais <span class="_9 blank"> </span>uma <span class="_a blank"> </span>empresa <span class="_9 blank"> </span>cria <span class="_a blank"> </span>um </span></div><div class="t m0 x0 h3 y6f ff6 fs1 fc0 sc0 ls1 ws0">produto valioso <span class="_3 blank"> </span>para os seus <span class="_3 blank"> </span>compradores\u2016. O <span class="_3 blank"> </span><span class="ff7">sistema de <span class="_3 blank"> </span>valores<span class="ff5"> <span class="_3 blank"> </span>representa a integração </span></span></div><div class="t m0 x0 h3 y70 ff5 fs1 fc0 sc0 ls1 ws0">da <span class="_10 blank"> </span>cadeia <span class="_8 blank"> </span>de <span class="_10 blank"> </span>valores <span class="_8 blank"> </span>da <span class="_10 blank"> </span>organização <span class="_10 blank"> </span>com <span class="_8 blank"> </span>as <span class="_8 blank"> </span>ca<span class="_3 blank"> </span>deias <span class="_8 blank"> </span>de <span class="_10 blank"> </span>valores <span class="_8 blank"> </span>dos <span class="_8 blank"> </span>f<span class="_3 blank"> </span>ornecedores <span class="_8 blank"> </span>e <span class="_10 blank"> </span>dos </div><div class="t m0 x0 h3 y71 ff5 fs1 fc0 sc0 ls1 ws0">canais de distribuição. </div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf4" class="pf w0 h0" data-page-no="4"><div class="pc pc4 w0 h0"><img fetchpriority="low" loading="lazy" class="bi x5 y72 w2 h8" alt="" src="https://files.passeidireto.com/403b2306-b122-4f7a-91f5-d245a076ec8f/bg4.png"><div class="t m0 x4 h3 y50 ff5 fs1 fc0 sc0 ls1 ws0">Adair <span class="_3 blank"> </span>e <span class="_3 blank"> </span>Murray <span class="_3 blank"> </span>(19<span class="_3 blank"> </span>96) citam <span class="_8 blank"> </span>que <span class="_3 blank"> </span>um <span class="_3 blank"> </span> <span class="_3 blank"> </span>p<span class="_3 blank"> </span>rocesso <span class="_3 blank"> </span>consiste <span class="_3 blank"> </span>em <span class="_3 blank"> </span>um <span class="_3 blank"> </span>co<span class="_3 blank"> </span>njunto <span class="_3 blank"> </span>de <span class="_3 blank"> </span>tarefas </div><div class="t m0 x0 h3 y73 ff5 fs1 fc0 sc0 ls1 ws0">executadas <span class="_a blank"> </span>se<span class="_3 blank"> </span>qüencia<span class="_1 blank"></span>lmente <span class="_a blank"> </span>com<span class="_3 blank"> </span> <span class="_a blank"> </span>a <span class="_a blank"> </span>finalidade <span class="_a blank"> </span>d<span class="_3 blank"> </span>e <span class="_a blank"> </span>gerar <span class="_a blank"> </span>um <span class="_b blank"> </span>resultado <span class="_a blank"> </span>identificável, <span class="_a blank"> </span>que </div><div class="t m0 x0 h3 y74 ff5 fs1 fc0 sc0 ls1 ws0">pode <span class="_3 blank"> </span>ser <span class="_3 blank"> </span>um <span class="_3 blank"> </span>bem, <span class="_3 blank"> </span>um <span class="_3 blank"> </span>serviço, d<span class="_3 blank"> </span>ados, <span class="_3 blank"> </span>ou <span class="_3 blank"> </span>informações. <span class="_3 blank"> </span>O <span class="_3 blank"> </span>resultado do<span class="_3 blank"> </span> <span class="_3 blank"> </span>processo é <span class="_3 blank"> </span>sempr<span class="_8 blank"> </span><span class="lsa">e </span></div><div class="t m0 x0 h3 y75 ff5 fs1 fc0 sc0 ls1 ws0">direcionado <span class="_10 blank"> </span>a <span class="_10 blank"> </span>um <span class="_10 blank"> </span>cliente <span class="_c blank"> </span>- <span class="_10 blank"> </span>seja <span class="_10 blank"> </span>ele <span class="_10 blank"> </span>interno <span class="_10 blank"> </span>ou <span class="_10 blank"> </span>externo <span class="_c blank"> </span>- <span class="_10 blank"> </span>que <span class="_10 blank"> </span>é <span class="_10 blank"> </span>quem <span class="_10 blank"> </span>define <span class="_10 blank"> </span>e <span class="_10 blank"> </span>avalia <span class="_10 blank"> </span>esse </div><div class="t m0 x0 h3 y76 ff5 fs1 fc0 sc0 ls1 ws0">resultado. </div><div class="t m0 x4 h3 y55 ff5 fs1 fc0 sc0 ls1 ws0">Comparando <span class="_10 blank"> </span>as <span class="_10 blank"> </span>abordagens <span class="_8 blank"> </span>dos <span class="_10 blank"> </span>autores <span class="_10 blank"> </span>acima <span class="_10 blank"> </span>citados <span class="_10 blank"> </span>(vide <span class="_8 blank"> </span>Quadro <span class="_10 blank"> </span>2), <span class="_10 blank"> </span>podemos </div><div class="t m0 x0 h3 y56 ff5 fs1 fc0 sc0 ls1 ws0">concluir <span class="_13 blank"> </span>que <span class="_13 blank"> </span>um <span class="_13 blank"> </span> <span class="_13 blank"> </span>processo <span class="_14 blank"> </span>consiste <span class="_13 blank"> </span>em <span class="_13 blank"> </span>um <span class="_13 blank"> </span>conjunto <span class="_13 blank"> </span>de <span class="_13 blank"> </span>atividades <span class="_13 blank"> </span>executadas </div><div class="t m0 x0 h3 y57 ff5 fs1 fc0 sc0 ls1 ws0">seqüencialmente <span class="_13 blank"> </span>e<span class="_1 blank"></span> <span class="_18 blank"> </span>que <span class="_18 blank"> </span>apresentam <span class="_18 blank"> </span>uma <span class="_18 blank"> </span>relação <span class="_18 blank"> </span>lógica <span class="_18 blank"> </span>entre <span class="_18 blank"> </span>si. <span class="_18 blank"> </span>Tais <span class="_18 blank"> </span>atividades </div><div class="t m0 x0 h3 y77 ff5 fs1 fc0 sc0 ls1 ws0">adicionam <span class="_3 blank"> </span>valor aos <span class="_8 blank"> </span><span class="ff7 ws3">inputs</span> <span class="_3 blank"> </span>(insumos)<span class="ff7 ls8"> </span>do processo, <span class="_3 blank"> </span>gerando <span class="_3 blank"> </span>um resultado <span class="_3 blank"> </span>identificável sob </div><div class="t m0 x0 h3 y78 ff5 fs1 fc0 sc0 ls1 ws0">a <span class="_3 blank"> </span>forma <span class="_3 blank"> </span>de <span class="_8 blank"> </span>bens, <span class="_3 blank"> </span>serviços <span class="_3 blank"> </span>ou <span class="_8 blank"> </span>informações: <span class="_3 blank"> </span>os <span class="_8 blank"> </span><span class="ff7 ls6 ws4">outputs</span>. <span class="_3 blank"> </span>O <span class="_3 blank"> </span>resultado <span class="_3 blank"> </span>do <span class="_3 blank"> </span>proce<span class="_3 blank"> </span>sso <span class="_3 blank"> </span>é <span class="_3 blank"> </span>sempre </div><div class="t m0 x0 h3 y79 ff5 fs1 fc0 sc0 ls1 ws0">direcionado a um cliente, seja ele interno ou externo. </div><div class="t m0 x4 h3 y7a ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x6 h3 y7b ff5 fs1 fc0 sc0 ls1 ws0">Quadro 2: Comparação das abordagens de processo </div><div class="c x5 y7c w3 h9"><div class="t m0 x7 ha y7d ff5 fs4 fc0 sc0 ls1 ws0">Abordagem<span class="_3 blank"> </span> </div></div><div class="c x8 y7e w4 hb"><div class="t m0 x9 ha y7f ff5 fs4 fc0 sc0 ls1 ws0">Aspectos abordados<span class="_3 blank"> </span> </div></div><div class="c x8 y7c w5 hc"><div class="t m0 xa hd y80 ff5 fs5 fc0 sc0 ls1 ws0">Atividades </div><div class="t m0 xb hd y81 ff5 fs5 fc0 sc0 ls1 ws0">Estruturadas </div></div><div class="c xc y7c w6 hc"><div class="t m0 xd he y82 ff7 fs5 fc0 sc0 ls1 ws0">Inputs </div></div><div class="c xe y7c w7 hc"><div class="t m0 xf hd y80 ff5 fs5 fc0 sc0 ls9 ws0">Agrega </div><div class="t m0 x10 hd y81 ff5 fs5 fc0 sc0 ls1 ws0">valor </div></div><div class="c x11 y7c w8 hc"><div class="t m0 xd he y82 ff7 fs5 fc0 sc0 ls1 ws0">Outputs </div></div><div class="c x12 y7c w9 hc"><div class="t m0 xf hd y83 ff5 fs5 fc0 sc0 ls1 ws0">Cliente </div></div><div class="c x5 y84 w3 hf"><div class="t m0 x13 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">Hammer / Champy </div></div><div class="c x8 y84 w5 hf"><div class="t m0 x14 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xc y84 w6 hf"><div class="t m0 x15 h3 y86 ff5 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="c xe y84 w7 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x11 y84 w8 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x12 y84 w9 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x5 y87 w3 h10"><div class="t m0 x16 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">Davenport </div></div><div class="c x8 y87 w5 h10"><div class="t m0 x14 hd y88 ff5 fs5 fc0 sc0 lsb ws0">X <span class="_3 blank"> </span><span class="ls1"> </span></div></div><div class="c xc y87 w6 h10"><div class="t m0 x17 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xe y87 w7 h10"><div class="t m0 x15 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x11 y87 w8 h10"><div class="t m0 x15 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x12 y87 w9 h10"><div class="t m0 x15 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x5 y89 w3 hf"><div class="t m0 x16 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">Oliveira </div></div><div class="c x8 y89 w5 hf"><div class="t m0 x14 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xc y89 w6 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0"> </div></div><div class="c xe y89 w7 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x11 y89 w8 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x12 y89 w9 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x5 y35 w3 hf"><div class="t m0 x16 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">Adair / Murray </div></div><div class="c x8 y35 w5 hf"><div class="t m0 x14 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xc y35 w6 hf"><div class="t m0 x17 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xe y35 w7 hf"><div class="t m0 x14 hd y85 ff5 fs5 fc0 sc0 ls1 ws0"> </div></div><div class="c x11 y35 w8 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x12 y35 w9 hf"><div class="t m0 x15 hd y85 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x5 y8a w3 h11"><div class="t m0 x16 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">Gonçalves </div></div><div class="c x8 y8a w5 h11"><div class="t m0 x14 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xc y8a w6 h11"><div class="t m0 x17 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c xe y8a w7 h11"><div class="t m0 x15 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x11 y8a w8 h11"><div class="t m0 x15 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="c x12 y8a w9 h11"><div class="t m0 x15 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">X </div></div><div class="t m0 x0 h3 y8b ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y8c ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y8d ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h5 y8e ff1 fs1 fc0 sc0 ls5 ws2">2.<span class="ls1 ws0"> <span class="_12 blank"> </span>A ORG<span class="_3 blank"> </span>A<span class="_1 blank"></span>NIZAÇÃO ORIENTADA PARA OS PROCESSOS DO NEGÓCIO<span class="_3 blank"> </span> </span></div><div class="t m0 x0 h5 y8f ff1 fs1 fc0 sc0 ls1 ws0">2.1 <span class="_5 blank"></span>A Organização Tra<span class="_3 blank"> </span>dicional versus a Organização Orientada para Processos </div><div class="t m0 x18 h6 y90 ff6 fs1 fc0 sc0 ls1 ws0">Na op<span class="_3 blank"> </span>inião de Dreyfu<span class="_3 blank"> </span>s (1995), <span class="_19 blank"> </span>\u2015as empresas <span class="_19 blank"> </span>tradicionais tendem <span class="_19 blank"> </span>a f<span class="_3 blank"> </span>ragmentar o </div><div class="t m0 x0 h3 y91 ff5 fs1 fc0 sc0 ls1 ws0">trabalho <span class="_b blank"> </span>em <span class="_b blank"> </span>atividades <span class="_a blank"> </span>esp<span class="_3 blank"> </span>ecializadas, <span class="_b blank"> </span>encerradas <span class="_a blank"> </span>d<span class="_3 blank"> </span>entro <span class="_b blank"> </span>de <span class="_a blank"> </span>unidades <span class="_b blank"> </span>organizacionais </div><div class="t m0 x0 h6 y92 ff6 fs1 fc0 sc0 ls1 ws0">delimitadas <span class="_3 blank"> </span>e<span class="_3 blank"> </span> <span class="_3 blank"> </span>estáticas\u2016, <span class="_8 blank"> </span>cada <span class="_8 blank"> </span>uma <span class="_8 blank"> </span>comandada <span class="_3 blank"> </span>por <span class="_8 blank"> </span>\u2015um <span class="_8 blank"> </span>chefe\u2016 <span class="_8 blank"> </span>que <span class="_3 blank"> </span>controla <span class="_8 blank"> </span>as <span class="_8 blank"> </span>tarefas <span class="_3 blank"> </span>de </div><div class="t m0 x0 h6 y93 ff6 fs1 fc0 sc0 ls1 ws0">seus <span class="_10 blank"> </span>subordinados. <span class="_c blank"> </span>Nesse <span class="_8 blank"> </span>tipo<span class="_3 blank"> </span> <span class="_8 blank"> </span>de <span class="_10 blank"> </span>o<span class="_3 blank"> </span>rganização <span class="_8 blank"> </span>\u2015as <span class="_c blank"> </span>atenções <span class="_8 blank"> </span>e<span class="_3 blank"> </span>stão <span class="_8 blank"> </span>voltadas <span class="_10 blank"> </span>p<span class="_3 blank"> </span>ara <span class="_8 blank"> </span>dentro\u2016 </div><div class="t m0 x0 h3 y94 ff5 fs1 fc0 sc0 ls1 ws0">de c<span class="ff6">ada \u2015célula organizacional\u2016 e não para a sua \u2015cadeia de atividades\u2016 que cria os bens e </span></div><div class="t m0 x0 h3 y95 ff5 fs1 fc0 sc0 ls1 ws0">serviços <span class="_d blank"> </span>p<span class="_3 blank"> </span>ara <span class="_9 blank"> </span>os <span class="_d blank"> </span>se<span class="_3 blank"> </span>us <span class="_d blank"> </span>clientes, <span class="_9 blank"> </span>sejam <span class="_9 blank"> </span>eles <span class="_d blank"> </span>e<span class="_3 blank"> </span>xternos <span class="_d blank"> </span>ou <span class="_9 blank"> </span>interno<span class="_3 blank"> </span>s. <span class="_c blank"> </span>A<span class="_3 blank"> </span> <span class="_d blank"> </span>Figura <span class="_9 blank"> </span>2 <span class="_9 blank"> </span>representa </div><div class="t m0 x0 h3 y96 ff5 fs1 fc0 sc0 ls1 ws0">uma abordagem de organização tradicional. </div><div class="t m0 x4 h3 y97 ff5 fs1 fc0 sc0 ls1 ws0">Entretanto, <span class="_d blank"> </span>se<span class="_3 blank"> </span>gundo <span class="_c blank"> </span>as <span class="_9 blank"> </span>opiniões <span class="_9 blank"> </span>de <span class="_d blank"> </span>div<span class="_3 blank"> </span>ersos <span class="_d blank"> </span>a<span class="_3 blank"> </span>utores, <span class="_d blank"> </span>esse <span class="_9 blank"> </span>enfoque <span class="_d blank"> </span>tradicional <span class="_9 blank"> </span>já </div><div class="t m0 x0 h3 y98 ff5 fs1 fc0 sc0 ls1 ws0">não se adequa ao novo contexto em que as organizações se encontram. </div><div class="t m0 x4 h3 y99 ff5 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf5" class="pf w0 h0" data-page-no="5"><div class="pc pc5 w0 h0"><img fetchpriority="low" loading="lazy" class="bi x0 y9a wa h12" alt="" src="https://files.passeidireto.com/403b2306-b122-4f7a-91f5-d245a076ec8f/bg5.png"><div class="t m0 x4 h3 y50 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x19 h3 y73 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x19 h3 y23 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x1a h3 y9b ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x1a h3 y26 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x19 h3 y58 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x19 ha y9c ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha y9d ff5 fs4 fc0 sc0 ls1 ws0">Adaptado de Slack<span class="_3 blank"> </span> <span class="ff7">et alli</span>. Adm<span class="_3 blank"> </span>inistração da produção. Edição com<span class="_3 blank"> </span>pacta. (p. 464)<span class="_3 blank"> </span> </div><div class="t m0 x1b h3 y9e ff5 fs1 fc0 sc0 ls1 ws0">Figura 2: A Organização Tradicional </div><div class="t m0 x4 h3 y9f ff5 fs1 fc0 sc0 ls1 ws0"> Gonçalves (200<span class="_3 blank"> </span>0) de<span class="_3 blank"> </span>staca <span class="_3 blank"> </span>que a <span class="_3 blank"> </span>ênfase <span class="_8 blank"> </span><span class="ff6 ls5">\u2013</span> <span class="_3 blank"> </span>anteriormente <span class="_3 blank"> </span>dada <span class="_3 blank"> </span>aos <span class="_3 blank"> </span>departamentos </div><div class="t m0 x0 h3 ya0 ff5 fs1 fc0 sc0 ls1 ws0">da <span class="_3 blank"> </span>estrutura <span class="_8 blank"> </span>e <span class="_8 blank"> </span>às <span class="_3 blank"> </span>tarefas <span class="_8 blank"> </span>isoladas <span class="_8 blank"> </span><span class="ff6 ls5">\u2013</span> <span class="_8 blank"> </span>migrou <span class="_8 blank"> </span> <span class="_3 blank"> </span>para <span class="_8 blank"> </span>um <span class="_3 blank"> </span>m<span class="_3 blank"> </span>odelo <span class="_3 blank"> </span>organizacional <span class="_3 blank"> </span>mais <span class="_8 blank"> </span>simples </div><div class="t m0 x0 h3 ya1 ff5 fs1 fc0 sc0 ls1 ws0">e <span class="_10 blank"> </span>d<span class="_3 blank"> </span>inâmico: <span class="_8 blank"> </span><span class="ff7">a<span class="_3 blank"> </span> <span class="_10 blank"> </span>visão <span class="_10 blank"> </span>centrada <span class="_10 blank"> </span>e<span class="_3 blank"> </span>m <span class="_8 blank"> </span>p<span class="_3 blank"> </span>rocessos</span>. <span class="_c blank"> </span>A <span class="_10 blank"> </span>orientação <span class="_10 blank"> </span>para <span class="_c blank"> </span>os <span class="_10 blank"> </span>processos <span class="_c blank"> </span>do <span class="_8 blank"> </span>n<span class="_3 blank"> </span>egócio<span class="_1 blank"></span> </div><div class="t m0 x0 h3 ya2 ff5 fs1 fc0 sc0 ls1 ws0">possibilita <span class="_12 blank"> </span>que <span class="_1a blank"> </span>a <span class="_1a blank"> </span>organização <span class="_12 blank"> </span>seja <span class="_1a blank"> </span>vista, <span class="_1a blank"> </span>não<span class="_3 blank"> </span> <span class="_1a blank"> </span>como <span class="_1a blank"> </span>um <span class="_12 blank"> </span>conjunto <span class="_1a blank"> </span>de<span class="_3 blank"> </span> <span class="_1a blank"> </span>departamentos </div><div class="t m0 x0 h3 ya3 ff5 fs1 fc0 sc0 ls1 ws0">estanques <span class="_3 blank"> </span>mas, <span class="_8 blank"> </span> <span class="_3 blank"> </span>sim, <span class="_3 blank"> </span>com<span class="_3 blank"> </span>o <span class="_3 blank"> </span>um <span class="_3 blank"> </span>fluxo <span class="_3 blank"> </span>contínuo <span class="_3 blank"> </span>d<span class="_3 blank"> </span>e <span class="_3 blank"> </span>atividades <span class="_3 blank"> </span>encadeadas <span class="_3 blank"> </span>que <span class="_8 blank"> </span>começam <span class="_3 blank"> </span>e </div><div class="t m0 x0 h3 ya4 ff5 fs1 fc0 sc0 ls1 ws0">terminam <span class="_c blank"> </span>no<span class="_3 blank"> </span> <span class="_c blank"> </span>cliente. <span class="_c blank"> </span>De <span class="_d blank"> </span>acordo<span class="_3 blank"> </span> <span class="_c blank"> </span>com <span class="_c blank"> </span>o<span class="_3 blank"> </span> <span class="_c blank"> </span>autor, <span class="_c blank"> </span>en<span class="_3 blank"> </span>tender <span class="_c blank"> </span>como <span class="_d blank"> </span>os <span class="_c blank"> </span>processo<span class="_3 blank"> </span>s <span class="_c blank"> </span>funcionam <span class="_c blank"> </span>e </div><div class="t m0 x0 h3 ya5 ff5 fs1 fc0 sc0 ls1 ws0">quais são os tipo<span class="_3 blank"> </span>s de processos <span class="_19 blank"> </span>existentes em uma organização é importante para </div><div class="t m0 x0 h3 ya6 ff5 fs1 fc0 sc0 ls1 ws0">determinar como eles devem ser gerenciados para a obtenção do <span class="_1 blank"></span>máximo resultado. <span class="_3 blank"> </span> </div><div class="t m0 x4 h3 y8d ff5 fs1 fc0 sc0 ls1 ws0">Graham e LeBaron (1994), <span class="ff7 ws3">apud</span> Gonçalves (2000), afirmam: </div><div class="t m0 x4 h13 ya7 ff7 fs4 fc0 sc0 ls1 ws0">todo <span class="_b blank"> </span>trabalho <span class="_b blank"> </span>importante <span class="_b blank"> </span>realizado <span class="_b blank"> </span>nas <span class="_a blank"> </span>em<span class="_3 blank"> </span>presas <span class="_b blank"> </span>faz <span class="_b blank"> </span>parte de <span class="_a blank"> </span>algu<span class="_3 blank"> </span>m <span class="_a blank"> </span>proc<span class="_3 blank"> </span>esso. <span class="_b blank"> </span>Não <span class="_b blank"> </span>existe <span class="_b blank"> </span>um </div><div class="t m0 x4 h13 ya8 ff7 fs4 fc0 sc0 ls1 ws0">produto ou um <span class="_3 blank"> </span>serviço oferec<span class="_3 blank"> </span>ido por uma em<span class="_3 blank"> </span>presa sem <span class="_3 blank"> </span>um processo empres<span class="_3 blank"> </span>arial. Da mesm<span class="_3 blank"> </span>a forma, </div><div class="t m0 x4 h13 ya9 ff7 fs4 fc0 sc0 ls1 ws0">não faz s<span class="_3 blank"> </span>entido existir <span class="_3 blank"> </span>um proces<span class="_3 blank"> </span>so empresarial <span class="_3 blank"> </span>que não of<span class="_3 blank"> </span>ereça um <span class="_3 blank"> </span>produto ou <span class="_3 blank"> </span>um serviço <span class="_3 blank"> </span>para um<span class="_3 blank"> </span> </div><div class="t m0 x4 h3 yaa ff7 fs4 fc0 sc0 ls1 ws0">cliente, seja ele interno<span class="_3 blank"> </span> ou externo à em<span class="_3 blank"> </span>presa<span class="ff5 ws5">.<span class="fs1 ws0"> </span></span></div><div class="t m0 x4 h3 yab ff5 fs1 fc0 sc0 ls1 ws0">Segundo <span class="_3 blank"> </span>Davenport <span class="_3 blank"> </span>(1994), <span class="_3 blank"> </span>grande pa<span class="_3 blank"> </span>rte do<span class="_3 blank"> </span> sucesso<span class="_3 blank"> </span> da<span class="_3 blank"> </span>s empresas <span class="_3 blank"> </span>japonesas <span class="_3 blank"> </span>nas </div><div class="t m0 x0 h3 yac ff5 fs1 fc0 sc0 ls1 ws0">décadas <span class="_c blank"> </span>de <span class="_c blank"> </span>80<span class="_3 blank"> </span> <span class="_10 blank"> </span>e<span class="_3 blank"> </span> <span class="_c blank"> </span>90 <span class="_c blank"> </span>decorreu <span class="_c blank"> </span>da <span class="_c blank"> </span>implementação <span class="_d blank"> </span>da <span class="_c blank"> </span>visão <span class="_c blank"> </span>de <span class="_c blank"> </span>p<span class="_3 blank"> </span>rocessos, <span class="_c blank"> </span>o <span class="_c blank"> </span>que <span class="_c blank"> </span>resultou </div><div class="t m0 x0 h3 yad ff5 fs1 fc0 sc0 ls1 ws0">em <span class="_3 blank"> </span>processos <span class="_3 blank"> </span>mais <span class="_3 blank"> </span>rápido<span class="_3 blank"> </span>s <span class="_3 blank"> </span>em <span class="_3 blank"> </span>áreas <span class="_3 blank"> </span>importantes <span class="_3 blank"> </span>como <span class="_3 blank"> </span>inovação <span class="_3 blank"> </span>de <span class="_3 blank"> </span>produtos, <span class="_3 blank"> </span>log<span class="_8 blank"> </span>ística <span class="_3 blank"> </span>e </div><div class="t m0 x0 h3 yae ff5 fs1 fc0 sc0 ls1 ws0">vendas. </div><div class="t m0 x4 h3 yaf ff5 fs1 fc0 sc0 ls1 ws0">Segundo <span class="_18 blank"> </span>Kaplan <span class="_18 blank"> </span>e<span class="_3 blank"> </span> <span class="_18 blank"> </span>Norton <span class="_18 blank"> </span>(1997) <span class="_13 blank"> </span>as <span class="_18 blank"> </span>organizações <span class="_18 blank"> </span>modernas <span class="_18 blank"> </span>op<span class="_3 blank"> </span>eram <span class="_18 blank"> </span>com </div><div class="t m0 x0 h3 yb0 ff5 fs1 fc0 sc0 ls1 ws0">processos <span class="_b blank"> </span>de <span class="_b blank"> </span>negócio <span class="_b blank"> </span>interfuncionais <span class="_b blank"> </span>e <span class="_b blank"> </span>enfatizam <span class="_b blank"> </span>a <span class="_b blank"> </span>melhoria <span class="_b blank"> </span>contínua <span class="_b blank"> </span>dos <span class="_b blank"> </span>produtos <span class="_b blank"> </span>e </div><div class="t m0 x0 h3 yb1 ff5 fs1 fc0 sc0 ls1 ws0">processos visando garantir o sucesso organizacional. </div><div class="t m0 x4 h3 yb2 ff5 fs1 fc0 sc0 ls1 ws0">Hammer <span class="_b blank"> </span>(1997) <span class="_a blank"> </span>enfatiza <span class="_a blank"> </span>que <span class="_b blank"> </span>"a <span class="_b blank"> </span>essência <span class="_a blank"> </span>do <span class="_b blank"> </span>gerenciamento <span class="_a blank"> </span>de <span class="_b blank"> </span>um <span class="_a blank"> </span>negócio <span class="_a blank"> </span>é<span class="_3 blank"> </span> <span class="_a blank"> </span>o </div><div class="t m0 x0 h3 yb3 ff5 fs1 fc0 sc0 ls1 ws0">gerenciamento <span class="_b blank"> </span>de <span class="_b blank"> </span>seus <span class="_b blank"> </span>processos: <span class="_b blank"> </span>garantindo <span class="_b blank"> </span>que <span class="_b blank"> </span>seu <span class="_b blank"> </span>desempenho <span class="_b blank"> </span>esteja <span class="_b blank"> </span>de <span class="_b blank"> </span>acordo<span class="_1 blank"></span> </div><div class="c x0 yb4 wb h14"><div class="t m0 xf h5 yb5 ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 xa h3 yb6 ff5 fs1 fc0 sc0 ls1 ws0">F </div><div class="t m0 xa h3 yb7 ff5 fs1 fc0 sc0 ls1 ws0">o </div><div class="t m0 xd h3 yb8 ff5 fs1 fc0 sc0 ls1 ws0">r </div><div class="t m0 xa h3 yb9 ff5 fs1 fc0 sc0 ls1 ws0">n </div><div class="t m0 xa h3 yba ff5 fs1 fc0 sc0 ls1 ws0">e </div><div class="t m0 xa h3 ybb ff5 fs1 fc0 sc0 ls1 ws0">c </div><div class="t m0 xa h3 ybc ff5 fs1 fc0 sc0 ls1 ws0">e </div><div class="t m0 xa h3 ybd ff5 fs1 fc0 sc0 ls1 ws0">d </div><div class="t m0 xa h3 ybe ff5 fs1 fc0 sc0 ls1 ws0">o </div><div class="t m0 xd h5 ybf ff5 fs1 fc0 sc0 ls1 ws3">r<span class="ff1 ws0"> </span></div></div><div class="c x1c yb4 wc h14"><div class="t m0 x1d h5 yb5 ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x1d h5 yc0 ff1 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="c x1e yb4 wb h14"><div class="t m0 xf h5 yb5 ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 xf h5 yb6 ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 xa h3 yb7 ff5 fs1 fc0 sc0 ls1 ws0">C </div><div class="t m0 xd h3 yb8 ff5 fs1 fc0 sc0 ls1 ws0">l </div><div class="t m0 xd h3 yb9 ff5 fs1 fc0 sc0 ls1 ws0">i </div><div class="t m0 xa h3 yba ff5 fs1 fc0 sc0 ls1 ws0">e </div><div class="t m0 xa h3 ybb ff5 fs1 fc0 sc0 ls1 ws0">n </div><div class="t m0 xd h3 ybc ff5 fs1 fc0 sc0 ls1 ws0">t </div><div class="t m0 xa h5 ybd ff5 fs1 fc0 sc0 ls5">e<span class="ff1 ls1 ws0"> </span></div></div><div class="c x5 yc1 wd h15"><div class="t m2 x13 h16 yc2 ff5 fs6 fc0 sc0 ls1 ws0">D<span class="_1 blank"></span>epto. "A"</div></div><div class="c x1f yc1 wd h15"><div class="t m2 x13 h16 yc2 ff5 fs6 fc0 sc0 ls1 ws0">D<span class="_1 blank"></span>epto. "B"</div></div><div class="c x20 yc1 wd h15"><div class="t m2 x13 h16 yc2 ff5 fs6 fc0 sc0 ls1 ws0">D<span class="_1 blank"></span>epto. "C"</div></div><div class="c x21 yc1 wd h15"><div class="t m2 x13 h16 yc2 ff5 fs6 fc0 sc0 ls1 ws0">D<span class="_1 blank"></span>epto. "D"</div></div><div class="c x22 yc1 wd h15"><div class="t m2 xb h16 yc2 ff5 fs6 fc0 sc0 ls1 ws0">D<span class="_1 blank"></span>epto "E<span class="_1 blank"></span>"</div></div><div class="c x23 yc3 we h17"><div class="t m2 x13 h18 yc4 ff5 fs7 fc0 sc0 ls1 ws0">Gerên<span class="_1b blank"></span>ci<span class="_1 blank"></span>a Geral</div></div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf6" class="pf w0 h0" data-page-no="6"><div class="pc pc6 w0 h0"><img fetchpriority="low" loading="lazy" class="bi x24 yc5 wf h19" alt="" src="https://files.passeidireto.com/403b2306-b122-4f7a-91f5-d245a076ec8f/bg6.png"><div class="t m0 x0 h3 y50 ff5 fs1 fc0 sc0 ls1 ws0">com <span class="_18 blank"> </span>seu <span class="_18 blank"> </span>potencial, <span class="_18 blank"> </span>procurando <span class="_18 blank"> </span>oportunidades <span class="_18 blank"> </span>de <span class="_18 blank"> </span>aper<span class="_1b blank"></span>f<span class="_3 blank"> </span>eiçoá<span class="_3 blank"> </span>-los <span class="_18 blank"> </span>e <span class="_18 blank"> </span>traduzindo <span class="_18 blank"> </span>tais </div><div class="t m0 x0 h3 y73 ff5 fs1 fc0 sc0 ls1 ws0">oportunidades em realidade". </div><div class="t m0 x4 h3 yc6 ff5 fs1 fc0 sc0 ls1 ws0">Assim <span class="_b blank"> </span>sendo, <span class="_b blank"> </span>a <span class="_a blank"> </span>o<span class="_3 blank"> </span>rganização <span class="_b blank"> </span>centrada <span class="_b blank"> </span>em <span class="_a blank"> </span>ta<span class="_3 blank"> </span>refas <span class="_b blank"> </span>dev<span class="_1 blank"></span>e <span class="_b blank"> </span>dar <span class="_b blank"> </span>lugar <span class="_a blank"> </span>à <span class="_b blank"> </span>organização </div><div class="t m0 x0 h3 y53 ff5 fs1 fc0 sc0 ls1 ws0">orientada <span class="_1a blank"> </span>para <span class="_1a blank"> </span>os <span class="_1a blank"> </span>p<span class="_3 blank"> </span>rocessos <span class="_19 blank"> </span>do <span class="_1a blank"> </span>negócio <span class="_1a blank"> </span>(vide <span class="_12 blank"> </span>Figura <span class="_19 blank"> </span>3). <span class="_1a blank"> </span>No <span class="_12 blank"> </span>Quadro <span class="_1a blank"> </span>3 <span class="_1a blank"> </span>podem <span class="_1a blank"> </span>ser </div><div class="t m0 x0 h5 y54 ff5 fs1 fc0 sc0 ls1 ws0">comparadas as características dos dois tipos de organização. <span class="ff1"> </span></div><div class="t m0 x0 h5 yc7 ff1 fs1 fc0 sc0 lsc ws0"> <span class="ls1 v1"> </span></div><div class="t m0 x25 h5 yc8 ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x25 h5 yc9 ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x25 h5 yca ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h5 ycb ff1 fs1 fc0 sc0 lsd ws0"> <span class="ff5 ls1 v1"> </span></div><div class="t m0 x4 h3 y79 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 ycc ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 ycd ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 yce ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ycf ff5 fs4 fc0 sc0 ls10 ws0"> <span class="ls1">Adaptado de S<span class="_3 blank"> </span>lack <span class="ff7">et alli</span>. <span class="_3 blank"> </span>Administração da prod<span class="_3 blank"> </span>ução. Edição com<span class="_3 blank"> </span>pacta. (p. 464) e José<span class="_3 blank"> </span> </span></div><div class="t m0 x0 ha yd0 ff5 fs4 fc0 sc0 ls10 ws0"> <span class="ls1">Ernesto Lim<span class="_3 blank"> </span>a Gonçalves. Processo, q<span class="_3 blank"> </span>ue processo? RAE v. 40<span class="_3 blank"> </span>, p. 8<span class="_3 blank"> </span>-<span class="ls11 ws6">19.</span> </span></div><div class="t m0 x0 h3 yd1 ff5 fs1 fc0 sc0 lse ws0"> <span class="ls1 v1">Figura 3: A Organização Orientada para os Processos do Negócio </span></div><div class="t m0 x25 h3 yd2 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x26 h3 yd3 ff5 fs1 fc0 sc0 ls1 ws0">Quadro 3: Organização Tradicional x Organiz<span class="_1b blank"></span>a<span class="_3 blank"> </span>ção Orientada para os<span class="_3 blank"> </span> Processos do </div><div class="t m0 x27 h3 yd4 ff5 fs1 fc0 sc0 ls1 ws0">Negócio </div><div class="t m0 x0 ha yd5 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha yd6 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha yd7 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha yd8 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha yd9 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha yda ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ydb ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ydc ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ydd ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha yde ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ydf ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ye0 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ye1 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ye2 ff5 fs4 fc0 sc0 ls1 ws0">Adaptado <span class="_3 blank"> </span>de José <span class="_3 blank"> </span>Ernesto <span class="_3 blank"> </span>Lima <span class="_3 blank"> </span>Gonçalves. <span class="_3 blank"> </span>Processo, <span class="_3 blank"> </span>que proc<span class="_3 blank"> </span>esso? <span class="_3 blank"> </span>RA<span class="_3 blank"> </span>E <span class="_3 blank"> </span>v. 40<span class="_3 blank"> </span>, p. <span class="_3 blank"> </span>8-19 <span class="_3 blank"> </span>e Rich<span class="_3 blank"> </span>ard L. <span class="_3 blank"> </span>Daft. </div><div class="t m0 x0 ha ye3 ff5 fs4 fc0 sc0 ls1 ws0">Organizações: teor<span class="_3 blank"> </span>ias e projetos. São Paulo:P<span class="_3 blank"> </span>ioneira T<span class="_3 blank"> </span>homson Learning, 2002, p<span class="_3 blank"> </span>. 97 e 100.<span class="_3 blank"> </span> </div><div class="t m0 x0 ha ye4 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ye5 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha ye6 ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h5 yae ff1 fs1 fc0 sc0 ls1 ws0">2.2 <span class="_5 blank"></span> Tipos de<span class="_3 blank"> </span> Processo </div><div class="t m0 x0 h3 yaf ff5 fs1 fc0 sc0 ls1 ws0">Às <span class="_12 blank"> </span>vezes, <span class="_12 blank"> </span>é <span class="_11 blank"> </span>interessante <span class="_11 blank"> </span>separar <span class="_12 blank"> </span>os <span class="_12 blank"> </span>processos <span class="_12 blank"> </span>d<span class="_3 blank"> </span>e <span class="_12 blank"> </span>produção <span class="_12 blank"> </span>dos <span class="_12 blank"> </span>b<span class="_3 blank"> </span>ens <span class="_12 blank"> </span>e <span class="_12 blank"> </span>s<span class="_8 blank"> </span>erviços </div><div class="t m0 x0 h3 yb0 ff5 fs1 fc0 sc0 ls1 ws0">oferecidos <span class="_19 blank"> </span>dos <span class="_19 blank"> </span>demais <span class="_19 blank"> </span>p<span class="_3 blank"> </span>rocessos <span class="_19 blank"> </span>que <span class="_19 blank"> </span>ocorrem <span class="_19 blank"> </span>na<span class="_3 blank"> </span> <span class="_19 blank"> </span>organização, co<span class="_3 blank"> </span>mo <span class="_19 blank"> </span>os <span class="_19 blank"> </span>processos </div><div class="t m0 x0 h3 yb1 ff5 fs1 fc0 sc0 ls1 ws0">relacionados com <span class="_e blank"> </span>a gestão <span class="_f blank"> </span>d<span class="_3 blank"> </span>a org<span class="_1b blank"></span>a<span class="_3 blank"> </span>nização e os <span class="_f blank"> </span>de<span class="_3 blank"> </span> <span class="_e blank"> </span>apoio aos<span class="_1 blank"></span> processos <span class="_e blank"> </span>produtivos </div><div class="t m0 x0 h3 ye7 ff5 fs1 fc0 sc0 ls1 ws0">(HARRINGTON, 1993). </div><div class="t m0 x0 h3 ye8 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="c x28 ye9 w10 h1a"><div class="t m0 x29 h1b yea ff1 fs5 fc0 sc0 ls1 ws0">Características </div></div><div class="c x2a ye9 w11 h1a"><div class="t m0 x2b h1b yea ff1 fs5 fc0 sc0 ls1 ws0">Organização tradicional </div></div><div class="c x2c ye9 w12 h1a"><div class="t m0 xa h1b yeb ff1 fs5 fc0 sc0 ls1 ws0">Organização Orientada para os </div><div class="t m0 x14 h1b yec ff1 fs5 fc0 sc0 ls1 ws0">Processos do Negócio </div></div><div class="c x28 yed w10 h1c"><div class="t m0 x16 hd yee ff5 fs5 fc0 sc0 ls1 ws0">Foco </div></div><div class="c x2a yed w11 h1c"><div class="t m0 x16 hd yee ff5 fs5 fc0 sc0 ls1 ws0">Na organização </div></div><div class="c x2c yed w12 h1c"><div class="t m0 x16 hd yee ff5 fs5 fc0 sc0 ls1 ws0">No cliente (externo / interno) </div></div><div class="c x28 yef w10 h1d"><div class="t m0 x16 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">Responsabilidade </div></div><div class="c x2a yef w11 h1d"><div class="t m0 x16 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">Tarefas individuais </div></div><div class="c x2c yef w12 h1d"><div class="t m0 x16 hd y88 ff5 fs5 fc0 sc0 ls1 ws0">Processo inteiro / resultados </div></div><div class="c x28 yf0 w10 h1e"><div class="t m0 x16 hd yf1 ff5 fs5 fc0 sc0 ls1 ws0">Estrutura </div></div><div class="c x2a yf0 w11 h1e"><div class="t m0 x16 hd yf1 ff5 fs5 fc0 sc0 ls1 ws0">Vertical / departamentalização </div></div><div class="c x2c yf0 w12 h1e"><div class="t m0 x16 hd yf2 ff5 fs5 fc0 sc0 ls1 ws0">Horizontal / processos es<span class="_3 blank"> </span>senciais / </div><div class="t m0 x16 hd yf3 ff5 fs5 fc0 sc0 ls1 ws0">proprietário do processo </div></div><div class="c x28 yf4 w10 h1f"><div class="t m0 x16 hd yf5 ff5 fs5 fc0 sc0 ls1 ws0">Integração <span class="_c blank"> </span>(interna <span class="_d blank"> </span>/ <span class="_c blank"> </span>e<span class="_3 blank"> </span>mpresa <span class="_c blank"> </span>e </div><div class="t m0 x16 hd yf6 ff5 fs5 fc0 sc0 ls1 ws0">ambiente externo) </div></div><div class="c x2a yf4 w11 h1f"><div class="t m0 x16 hd yf7 ff5 fs5 fc0 sc0 ls1 ws0">Fraca </div></div><div class="c x2c yf4 w12 h1f"><div class="t m0 x16 hd yf7 ff5 fs5 fc0 sc0 ls1 ws0">Forte </div></div><div class="c x28 yf8 w10 h20"><div class="t m0 x16 hd yee ff5 fs5 fc0 sc0 ls1 ws0">Equipes </div></div><div class="c x2a yf8 w11 h20"><div class="t m0 x16 hd yee ff5 fs5 fc0 sc0 ls1 ws0">Funcionais / dirigidas </div></div><div class="c x2c yf8 w12 h20"><div class="t m0 x16 hd yee ff5 fs5 fc0 sc0 ls1 ws0">Multifuncionais / auto-dirigidas </div></div><div class="c x28 yf9 w10 h1e"><div class="t m0 x16 hd yf1 ff5 fs5 fc0 sc0 ls1 ws0">Cultura </div></div><div class="c x2a yf9 w11 h1e"><div class="t m0 x16 hd yf2 ff5 fs5 fc0 sc0 ls1 ws0">Resistência <span class="_3 blank"> </span>à mudança <span class="_3 blank"> </span>/ <span class="_3 blank"> </span>autocracia / </div><div class="t m0 x16 hd yf3 ff5 fs5 fc0 sc0 ls6">de<span class="ls1 ws0">sconfiança / individualismo </span></div></div><div class="c x2c yf9 w12 h1e"><div class="t m0 x16 hd yf2 ff5 fs5 fc0 sc0 ls1 ws0">Aprimoramento <span class="_c blank"> </span>co<span class="_3 blank"> </span>ntínuo <span class="_c blank"> </span>/ <span class="_d blank"> </span>confiança </div><div class="t m0 x16 hd yf3 ff5 fs5 fc0 sc0 ls1 ws0">/ colaboração / eficiência </div></div><div class="c x2d yfa wc h21"><div class="t m0 x1d h5 yfb ff1 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="c x2e yfc w13 h22"><div class="t m3 x13 h23 yfd ff5 fs8 fc0 sc0 ls1 ws0">Propri<span class="_1 blank"></span>etário do</div><div class="t m3 x2f h24 yfe ff5 fs9 fc0 sc0 ls1 ws0">Process<span class="_1 blank"></span>o "A"</div></div><div class="c x30 yfc w13 h22"><div class="t m3 x13 h23 yfd ff5 fs8 fc0 sc0 ls1 ws0">Propri<span class="_1b blank"></span>et<span class="_3 blank"> </span>ári<span class="_1 blank"></span>o do</div><div class="t m3 x2f h24 yfe ff5 fs9 fc0 sc0 ls1 ws0">Proces<span class="_1 blank"></span>so "B"</div></div><div class="c x31 yfc w13 h22"><div class="t m3 x13 h23 yfd ff5 fs8 fc0 sc0 ls1 ws0">Propri<span class="_1b blank"></span>et<span class="_3 blank"> </span>ário<span class="_1 blank"></span> do</div><div class="t m3 x2f h24 yfe ff5 fs9 fc0 sc0 ls1 ws0">Process<span class="_1 blank"></span>o "C"</div></div><div class="c x32 yfc w13 h22"><div class="t m3 x13 h23 yfd ff5 fs8 fc0 sc0 ls1 ws0">Propri<span class="_1 blank"></span>etário do</div><div class="t m3 x2f h24 yfe ff5 fs9 fc0 sc0 ls1 ws0">Process<span class="_1 blank"></span>o "D"</div></div><div class="c x33 yff w14 h25"><div class="t m3 x2b h24 y100 ff5 fs9 fc0 sc0 ls1 ws0">Gerên<span class="_1b blank"></span>cia Geral</div></div><div class="c x2d yfa wc h21"><div class="t m0 x34 h5 y101 ff1 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="c x24 yfa wb h21"><div class="t m0 xd h3 yfb ff5 fs1 fc0 sc0 ls1 ws0">f </div><div class="t m0 xa h3 y102 ff5 fs1 fc0 sc0 ls1 ws0">o </div><div class="t m0 xd h3 y103 ff5 fs1 fc0 sc0 ls1 ws0">r </div><div class="t m0 xa h3 y104 ff5 fs1 fc0 sc0 ls1 ws0">n </div><div class="t m0 xa h3 y105 ff5 fs1 fc0 sc0 ls1 ws0">e </div><div class="t m0 xa h3 y106 ff5 fs1 fc0 sc0 ls1 ws0">c </div><div class="t m0 xa h3 y107 ff5 fs1 fc0 sc0 ls1 ws0">e </div><div class="t m0 xa h3 y108 ff5 fs1 fc0 sc0 ls1 ws0">d </div><div class="t m0 xa h3 y109 ff5 fs1 fc0 sc0 ls1 ws0">o </div><div class="t m0 xd h3 y10a ff5 fs1 fc0 sc0 ls1 ws0">r </div></div><div class="c x35 yfa wb h21"><div class="t m0 xf h5 yfb ff1 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 xf h3 y102 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 xa h3 y103 ff5 fs1 fc0 sc0 ls1 ws0">c </div><div class="t m0 xd h3 y104 ff5 fs1 fc0 sc0 ls1 ws0">l </div><div class="t m0 xd h3 y105 ff5 fs1 fc0 sc0 ls1 ws0">i </div><div class="t m0 xa h3 y106 ff5 fs1 fc0 sc0 ls1 ws0">e </div><div class="t m0 xa h3 y107 ff5 fs1 fc0 sc0 ls1 ws0">n </div><div class="t m0 xd h3 y108 ff5 fs1 fc0 sc0 ls1 ws0">t </div><div class="t m0 xa h3 y109 ff5 fs1 fc0 sc0 ls1 ws0">e </div></div><div class="c x36 y10b w15 h26"><div class="t m0 x29 h1b y10c ff1 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x29 h1b y10d ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1"> </span></div><div class="t m0 x2f h1b y10e ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1">Processo </span></div><div class="t m0 x17 h5 y10f ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1 ws7">"A"<span class="fs1 ws0"> </span></span></div><div class="t m0 x2f h5 y110 ff1 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="c x1b y10b w15 h26"><div class="t m0 x29 h1b y10c ff1 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x29 h1b y10d ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1"> </span></div><div class="t m0 x2f h1b y10e ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1">Processo </span></div><div class="t m0 x17 h5 y10f ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1 ws7">"B"<span class="fs1 ws0"> </span></span></div><div class="t m0 x2f h5 y110 ff1 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="c x37 y10b w16 h26"><div class="t m0 x29 h1b y10c ff1 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x29 h1b y10d ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1"> </span></div><div class="t m0 x2f h1b y10e ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1">Processo </span></div><div class="t m0 x17 h5 y10f ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1 ws7">"C"<span class="fs1 ws0"> </span></span></div><div class="t m0 x2f h5 y110 ff1 fs1 fc0 sc0 ls2 ws0"> <span class="ls1"> </span></div></div><div class="c x38 y10b w15 h26"><div class="t m0 x29 h1b y10c ff1 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x29 h1b y10d ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1"> </span></div><div class="t m0 x2f h1b y10e ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1">Processo </span></div><div class="t m0 x17 h5 y10f ff1 fs5 fc0 sc0 lsf ws0"> <span class="ls1 ws7">"D"<span class="fs1 ws0"> </span></span></div><div class="t m0 x2f h5 y110 ff1 fs1 fc0 sc0 ls1 ws0"> </div></div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf7" class="pf w0 h0" data-page-no="7"><div class="pc pc7 w0 h0"><div class="t m0 x0 h3 y50 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y73 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 yc6 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ls1">Existem três categorias básicas de processos organizacionais: </span></div><div class="t m0 x18 h3 y111 ff5 fs1 fc0 sc0 ls5 ws2">a)<span class="ls1 ws0"> os <span class="_f blank"> </span>processos <span class="_f blank"> </span>de <span class="_f blank"> </span>negócio <span class="_b blank"> </span>(ou<span class="_3 blank"> </span> <span class="_b blank"> </span> <span class="_f blank"> </span>de <span class="_f blank"> </span> <span class="_f blank"> </span>cliente <span class="_f blank"> </span> ou <span class="_b blank"> </span> <span class="_f blank"> </span>produtivo) <span class="_f blank"> </span> <span class="_f blank"> </span>são <span class="_f blank"> </span> <span class="_f blank"> </span>aqueles <span class="_f blank"> </span> <span class="_f blank"> </span>que </span></div><div class="t m0 x4 h3 y112 ff5 fs1 fc0 sc0 ls1 ws0">caracterizam <span class="_10 blank"> </span> <span class="_10 blank"> </span>a <span class="_10 blank"> </span> <span class="_c blank"> </span>atuação <span class="_10 blank"> </span> <span class="_10 blank"> </span>da <span class="_c blank"> </span> <span class="_10 blank"> </span>organização <span class="_10 blank"> </span> <span class="_c blank"> </span>e <span class="_c blank"> </span> <span class="_10 blank"> </span>que <span class="_10 blank"> </span> <span class="_10 blank"> </span>são <span class="_c blank"> </span> <span class="_10 blank"> </span>respaldados <span class="_10 blank"> </span> <span class="_10 blank"> </span>p<span class="_3 blank"> </span>or <span class="_8 blank"> </span> <span class="_c blank"> </span>o<span class="_3 blank"> </span>utros </div><div class="t m0 x4 h3 y113 ff5 fs1 fc0 sc0 ls1 ws0">processos <span class="_3 blank"> </span>internos, resultando no <span class="_3 blank"> </span>produto ou serviço <span class="_3 blank"> </span>que é <span class="_3 blank"> </span>recebido po<span class="_3 blank"> </span>r um <span class="_3 blank"> </span>cliente </div><div class="t m0 x4 h3 y9b ff5 fs1 fc0 sc0 ls1 ws0">externo; </div><div class="t m0 x18 h3 y114 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ls1">Exemplos: </span></div><div class="t m0 x18 h3 y115 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 vendas; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y116 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 desenvolv<span class="_1 blank"></span>imento de produtos; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y117 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 distribuição; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y118 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 cobrança; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y119 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 atendimento d<span class="ff5">e pedidos; </span></span></div><div class="t m0 x18 h3 y11a ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 atendimento de garantia; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y11b ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 fabricação; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y11c ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 manutenção das máquinas. <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y11d ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x18 h3 y11e ff5 fs1 fc0 sc0 ls5 ws2">b)<span class="ls1 ws0"> os <span class="_d blank"> </span> <span class="_9 blank"> </span>processos <span class="_9 blank"> </span>organizacionais <span class="_9 blank"> </span>ou <span class="_d blank"> </span>d<span class="_3 blank"> </span>e <span class="_d blank"> </span>integração <span class="_9 blank"> </span>organizacional <span class="_d blank"> </span>são <span class="_9 blank"> </span>centralizados </span></div><div class="t m0 x4 h3 y11f ff5 fs1 fc0 sc0 ls1 ws0">na <span class="_8 blank"> </span>organização <span class="_8 blank"> </span>e<span class="_3 blank"> </span> <span class="_8 blank"> </span>viabilizam <span class="_3 blank"> </span> <span class="_10 blank"> </span>o <span class="_8 blank"> </span>f<span class="_3 blank"> </span>uncionamento <span class="_8 blank"> </span>coordenado <span class="_8 blank"> </span>dos <span class="_10 blank"> </span>vários <span class="_8 blank"> </span>subsistema<span class="_8 blank"> </span><span class="ls12">s </span></div><div class="t m0 x4 h3 y120 ff5 fs1 fc0 sc0 ls1 ws0">da <span class="_19 blank"> </span>organização em <span class="_19 blank"> </span>busca d<span class="_3 blank"> </span>e seu <span class="_19 blank"> </span>desempenho geral, <span class="_19 blank"> </span> <span class="_19 blank"> </span>garantindo <span class="_19 blank"> </span>o su<span class="_3 blank"> </span>porte </div><div class="t m0 x4 h3 y121 ff5 fs1 fc0 sc0 ls1 ws0">adequado aos processos de negócio; </div><div class="t m0 x18 h3 y122 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ls1">Exemplos: </span></div><div class="t m0 x18 h3 y66 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 plane<span class="ff5">jamento estratégico e tático; </span></span></div><div class="t m0 x18 h3 y67 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 orçamento organiz<span class="_1 blank"></span>acional; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y68 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 recrutamento e seleção; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y69 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 compras; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y6a ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 treinamento operacional; <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y123 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ff6 ls1">\u2022 armazenamento. <span class="ff5"> </span></span></div><div class="t m0 x18 h3 y124 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x18 h3 y125 ff5 fs1 fc0 sc0 ls1 ws0">c) <span class="_1a blank"> </span>os <span class="_8 blank"> </span> <span class="_3 blank"> </span>processo<span class="_3 blank"> </span>s <span class="_3 blank"> </span> <span class="_3 blank"> </span>gerenciais, <span class="_8 blank"> </span> <span class="_3 blank"> </span>que <span class="_8 blank"> </span>são <span class="_8 blank"> </span> <span class="_3 blank"> </span>aqueles <span class="_8 blank"> </span> <span class="_3 blank"> </span>f<span class="_3 blank"> </span>ocalizados <span class="_3 blank"> </span>nos <span class="_8 blank"> </span>gerentes <span class="_8 blank"> </span>e <span class="_3 blank"> </span>nas <span class="_8 blank"> </span>suas </div><div class="t m0 x4 h3 y6e ff5 fs1 fc0 sc0 ls1 ws0">relações <span class="_c blank"> </span>(Garvin, <span class="_10 blank"> </span>1998) <span class="_c blank"> </span>e <span class="_c blank"> </span>incluem <span class="_c blank"> </span>as <span class="_10 blank"> </span>a<span class="_3 blank"> </span>ções <span class="_10 blank"> </span>de <span class="_c blank"> </span>medição <span class="_c blank"> </span>e <span class="_c blank"> </span>ajuste <span class="_10 blank"> </span>do <span class="_c blank"> </span>desempenho </div><div class="t m0 x4 h3 y126 ff5 fs1 fc0 sc0 ls1 ws0">da organização. </div><div class="t m0 x4 h3 y70 ff5 fs1 fc0 sc0 ls1 ws0"> </div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf8" class="pf w0 h0" data-page-no="8"><div class="pc pc8 w0 h0"><img fetchpriority="low" loading="lazy" class="bi x39 y127 w17 h27" alt="" src="https://files.passeidireto.com/403b2306-b122-4f7a-91f5-d245a076ec8f/bg8.png"><div class="t m0 x0 h3 y50 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y73 ff5 fs1 fc0 sc0 ls1 ws0"> Exemplos: </div><div class="t m0 x0 h3 y74 ff5 fs1 fc0 sc0 ls2 ws0"> <span class="ls1"> <span class="ff6">\u2022 \ufb01xação de metas;</span> </span></div><div class="t m0 x0 h3 y75 ff5 fs1 fc0 sc0 ls1 ws0"> <span class="ff6">\u2022 avaliação do resultado da organização; </span> </div><div class="t m0 x0 h3 y76 ff5 fs1 fc0 sc0 ls1 ws0"> <span class="ff6">\u2022 gestão integrada; </span> </div><div class="t m0 x0 h3 y128 ff5 fs1 fc0 sc0 ls1 ws0"> <span class="ff6">\u2022 destinação de recursos.</span> </div><div class="t m0 x0 h3 y56 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h5 y57 ff1 fs1 fc0 sc0 ls1 ws0">2.3 <span class="_5 blank"></span> Tipologia<span class="_3 blank"> </span>s de Processos do Negócio: A<span class="_1b blank"></span>b<span class="_3 blank"> </span>ordagens </div><div class="t m0 x3a h3 y58 ff5 fs1 fc0 sc0 ls1 ws0">Para <span class="_c blank"> </span>melhor <span class="_10 blank"> </span>entendimento <span class="_c blank"> </span>dos <span class="_10 blank"> </span>processos <span class="_c blank"> </span>em <span class="_c blank"> </span>uma <span class="_10 blank"> </span>organização <span class="_c blank"> </span>e <span class="_10 blank"> </span>a <span class="_c blank"> </span>fim <span class="_c blank"> </span>de <span class="_10 blank"> </span>q<span class="_8 blank"> </span>ue <span class="_c blank"> </span>se </div><div class="t m0 x0 h3 y59 ff5 fs1 fc0 sc0 ls1 ws0">possa <span class="_a blank"> </span>e<span class="_3 blank"> </span>scolher <span class="_a blank"> </span>a <span class="_b blank"> </span>abordagem <span class="_a blank"> </span>de <span class="_b blank"> </span>processos <span class="_a blank"> </span>do <span class="_b blank"> </span>negócio <span class="_a blank"> </span>a <span class="_b blank"> </span>ser <span class="_a blank"> </span>utilizada <span class="_a blank"> </span>n<span class="_3 blank"> </span>esse <span class="_a blank"> </span>trabalho, </div><div class="t m0 x0 h3 y5a ff5 fs1 fc0 sc0 ls1 ws0">analisaremos a seguir os enfoques de diferentes autores. </div><div class="t m0 x3a h3 y118 ff5 fs1 fc0 sc0 ls1 ws0">Porter <span class="_1a blank"> </span>(1992) <span class="_1a blank"> </span>classifica <span class="_1a blank"> </span>o <span class="_1a blank"> </span>conjunto <span class="_1a blank"> </span>das <span class="_1a blank"> </span>atividades <span class="_19 blank"> </span>d<span class="_3 blank"> </span>e <span class="_19 blank"> </span>uma <span class="_1a blank"> </span>empresa <span class="_1a blank"> </span>em <span class="_1a blank"> </span>duas </div><div class="t m0 x0 h3 y119 ff5 fs1 fc0 sc0 ls1 ws0">categorias, conforme representado na Figura 4. </div><div class="t m0 x3a h3 y129 ff5 fs1 fc0 sc0 ls1 ws0">Na <span class="_19 blank"> </span>primeira <span class="_19 blank"> </span>categoria enco<span class="_3 blank"> </span>ntram-se <span class="_19 blank"> </span>as <span class="_19 blank"> </span><span class="ff7">Atividades <span class="_19 blank"> </span>Primárias</span>, <span class="_19 blank"> </span>que <span class="_19 blank"> </span>são <span class="_19 blank"> </span>aquelas </div><div class="t m0 x0 h3 y12a ff5 fs1 fc0 sc0 ls1 ws0">relacionadas <span class="_3 blank"> </span>com <span class="_3 blank"> </span>a <span class="_3 blank"> </span>"criação <span class="_3 blank"> </span>física <span class="_3 blank"> </span>do <span class="_3 blank"> </span>produto, <span class="_3 blank"> </span>venda <span class="_3 blank"> </span>e <span class="_3 blank"> </span>transferência <span class="_3 blank"> </span>para <span class="_3 blank"> </span>o <span class="_3 blank"> </span>comprador" <span class="_3 blank"> </span>e </div><div class="t m0 x0 h3 y12b ff5 fs1 fc0 sc0 ls1 ws0">com a "assistência pós-venda". Segundo o autor, tais atividades abrangem: </div><div class="t m0 x3b h3 y12c ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1">Logística <span class="_19 blank"> </span>interna<span class="ff5">: <span class="_19 blank"> </span>recebimento <span class="_19 blank"> </span>/ <span class="_19 blank"> </span>armazenagem <span class="_19 blank"> </span>/ <span class="_19 blank"> </span>gestão <span class="_19 blank"> </span>de <span class="_19 blank"> </span>estoques de </span></span></div><div class="t m0 x3c h3 y12d ff5 fs1 fc0 sc0 ls1 ws0">materiais, fornecimento à produção e gestão da frota interna de veí<span class="_1 blank"></span>culos.<span class="_3 blank"> </span> </div><div class="t m0 x3b h3 y8c ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1 ws3">Operações</span><span class="ls1">: <span class="_b blank"> </span>atividades <span class="_a blank"> </span>ligadas <span class="_a blank"> </span>à<span class="_3 blank"> </span> <span class="_a blank"> </span>transformação <span class="_b blank"> </span>dos <span class="_a blank"> </span>insumo<span class="_3 blank"> </span>s <span class="_a blank"> </span> <span class="_b blank"> </span> <span class="_a blank"> </span>no <span class="_b blank"> </span>produto </span></div><div class="t m0 x3c h3 y8d ff5 fs1 fc0 sc0 ls1 ws0">final. </div><div class="t m0 x3b h3 y12e ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1">Logística <span class="_b blank"> </span>externa<span class="ff5">: <span class="_b blank"> </span> <span class="_b blank"> </span>coleta, <span class="_b blank"> </span> <span class="_b blank"> </span> <span class="_b blank"> </span>armazena<span class="_3 blank"> </span>gem <span class="_a blank"> </span> <span class="_f blank"> </span>e <span class="_b blank"> </span> <span class="_b blank"> </span>entrega <span class="_b blank"> </span> <span class="_b blank"> </span>do <span class="_b blank"> </span>produto <span class="_b blank"> </span>final, </span></span></div><div class="t m0 x3c h3 y12f ff5 fs1 fc0 sc0 ls1 ws0">gestão da frota de veículos externos e processamento de pedidos<span class="_1 blank"></span>.<span class="_3 blank"> </span> </div><div class="t m0 x3b h3 y130 ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1">Marketing <span class="_19 blank"> </span>e <span class="_19 blank"> </span>Vendas<span class="ff5">: <span class="_19 blank"> </span>propa<span class="_3 blank"> </span>ganda, promoção, <span class="_19 blank"> </span>administração <span class="_19 blank"> </span>da <span class="_19 blank"> </span>força <span class="_19 blank"> </span>de </span></span></div><div class="t m0 x3c h3 y131 ff5 fs1 fc0 sc0 ls1 ws0">vendas, definição de preços e canais de distribuição. </div><div class="t m0 x3b h3 y132 ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1 ws3">Serviço</span><span class="ls1">: atividades relacionadas à assistência técnica ao cliente. </span></div><div class="t m0 x3a h3 ye6 ff5 fs1 fc0 sc0 ls1 ws0">Na <span class="_18 blank"> </span>segunda <span class="_18 blank"> </span>categori<span class="_1b blank"></span>a<span class="_3 blank"> </span> <span class="_15 blank"> </span>e<span class="_3 blank"> </span>stão <span class="_18 blank"> </span>as <span class="_18 blank"> </span><span class="ff7">Atividades <span class="_18 blank"> </span>de <span class="_18 blank"> </span>Apoio</span>, <span class="_15 blank"> </span>que <span class="_18 blank"> </span>dão <span class="_18 blank"> </span>suporte <span class="_18 blank"> </span>ao </div><div class="t m0 x0 h3 y133 ff5 fs1 fc0 sc0 ls1 ws0">funcionamento das <span class="ff7">atividades primárias</span> e a si mesmas. Englobam: </div><div class="t m0 x3b h3 y134 ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1 ws3">Aquisição</span><span class="ls1">: <span class="_9 blank"> </span> <span class="_d blank"> </span>a<span class="_3 blank"> </span>tividades <span class="_d blank"> </span> <span class="_d blank"> </span>ligadas <span class="_9 blank"> </span> <span class="_9 blank"> </span>à <span class="_9 blank"> </span> <span class="_d blank"> </span>"f<span class="_3 blank"> </span>unção <span class="_d blank"> </span> <span class="_d blank"> </span> <span class="_9 blank"> </span>de <span class="_9 blank"> </span> <span class="_9 blank"> </span> <span class="_9 blank"> </span>compra <span class="_d blank"> </span> <span class="_9 blank"> </span> <span class="_9 blank"> </span>dos <span class="_9 blank"> </span> <span class="_d blank"> </span>insumos" </span></div><div class="t m0 x3c h3 y135 ff5 fs1 fc0 sc0 ls1 ws0">utilizados na empresa. </div><div class="t m0 x3b h3 y136 ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1">Desenvolvimento <span class="_9 blank"> </span>de <span class="_d blank"> </span>tecnologia<span class="_3 blank"> </span><span class="ff5">: <span class="_d blank"> </span>atividades <span class="_9 blank"> </span>ligadas <span class="_d blank"> </span> <span class="_9 blank"> </span>ao <span class="_9 blank"> </span>aperfeiçoamento <span class="_9 blank"> </span>do </span></span></div><div class="t m0 x3c h3 y137 ff5 fs1 fc0 sc0 ls1 ws0">produto e dos processos da organização. </div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pf9" class="pf w0 h0" data-page-no="9"><div class="pc pc9 w0 h0"><img fetchpriority="low" loading="lazy" class="bi x0 y138 w18 h28" alt="" src="https://files.passeidireto.com/403b2306-b122-4f7a-91f5-d245a076ec8f/bg9.png"><div class="t m0 x3b h3 y139 ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1">Gerência <span class="_13 blank"> </span>de <span class="_18 blank"> </span>recu<span class="_3 blank"> </span>rs<span class="_1 blank"></span>os <span class="_18 blank"> </span>humanos<span class="_3 blank"> </span><span class="ff5">: <span class="_18 blank"> </span>atividades <span class="_13 blank"> </span>de <span class="_18 blank"> </span>recrut<span class="_3 blank"> </span>amento, <span class="_18 blank"> </span>seleção, </span></span></div><div class="t m0 x3c h3 y13a ff5 fs1 fc0 sc0 ls1 ws0">admissão, <span class="_8 blank"> </span>desenvolvimento, <span class="_8 blank"> </span>motivação <span class="_8 blank"> </span>e <span class="_8 blank"> </span>remuneração <span class="_8 blank"> </span>do <span class="_10 blank"> </span>pessoal,<span class="_3 blank"> </span> <span class="_8 blank"> </span>as <span class="_10 blank"> </span>quais </div><div class="t m0 x3c h3 y13b ff5 fs1 fc0 sc0 ls1 ws0">não <span class="_a blank"> </span>e<span class="_3 blank"> </span>stão <span class="_a blank"> </span>restritas <span class="_a blank"> </span>somente <span class="_b blank"> </span>ao <span class="_a blank"> </span>órgão <span class="_a blank"> </span>de <span class="_b blank"> </span>R<span class="_1 blank"></span>ecursos <span class="_a blank"> </span>Human<span class="_3 blank"> </span>os, <span class="_a blank"> </span>mas <span class="_a blank"> </span>fazem </div><div class="t m0 x3c h3 y13c ff5 fs1 fc0 sc0 ls1 ws0">parte também das atividades dos gerentes. </div><div class="t m0 x3b h3 y13d ff5 fs1 fc0 sc0 ls13 ws0"> <span class="ff7 ls1">Infra-estrutura <span class="_1a blank"> </span>da <span class="_19 blank"> </span>empresa<span class="ff5">: <span class="_1a blank"> </span>abrange <span class="_1a blank"> </span>atividades <span class="_19 blank"> </span>de <span class="_1a blank"> </span>planejamento, <span class="_19 blank"> </span>gestão </span></span></div><div class="t m0 x3c h3 y13e ff5 fs1 fc0 sc0 ls1 ws0">financeira, <span class="_f blank"> </span>contabilidade, <span class="_e blank"> </span>sistemas <span class="_f blank"> </span>de <span class="_f blank"> </span>informações <span class="_e blank"> </span>gerenciais, <span class="_f blank"> </span>so<span class="_3 blank"> </span>lução <span class="_f blank"> </span>de </div><div class="t m0 x3c h3 y13f ff5 fs1 fc0 sc0 ls1 ws0">problemas jurídicos, gestão da qualidade e relações públicas. </div><div class="t m0 x3a h3 y140 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y141 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y142 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y143 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y144 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y145 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y146 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h3 y147 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 h5 y32 ff8 fs1 fc0 sc0 ls1 ws0"> <span class="ff5 fs4">Adaptado de Micha<span class="_3 blank"> </span>el E. Porter. Vantagem<span class="_3 blank"> </span> competitiva: criando e suste<span class="_3 blank"> </span>ntando <span class="_3 blank"> </span> </span></div><div class="t m0 x0 ha y148 ff5 fs4 fc0 sc0 ls10 ws0"> <span class="_3 blank"> </span> <span class="ls1">um desem<span class="_3 blank"> </span>penho superior. Ri<span class="_3 blank"> </span>o de Janeiro: Cam<span class="_3 blank"> </span>pus, 1992, p. 35<span class="_3 blank"> </span> </span></div><div class="t m0 x3d h3 y149 ff5 fs1 fc0 sc0 ls1 ws0">Figura 4: Atividades Primárias e de Apoio em uma Organização </div><div class="t m0 x4 h3 y14a ff5 fs1 fc0 sc0 ls1 ws0">Gonçalves (2000) <span class="_3 blank"> </span>classifica os processos das o<span class="_3 blank"> </span>rganizações conforme representado </div><div class="t m0 x0 h3 y14b ff5 fs1 fc0 sc0 ls1 ws0">no Quadro 5. </div><div class="t m0 x4 h3 y14c ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha y14d ff5 fs4 fc0 sc0 ls1 ws0"> </div><div class="t m0 x0 ha y14e ff5 fs4 fc0 sc0 ls1 ws0">Adaptado <span class="_8 blank"> </span>de <span class="_8 blank"> </span>José <span class="_8 blank"> </span>Ernest<span class="_3 blank"> </span>o <span class="_3 blank"> </span>d<span class="_3 blank"> </span>e <span class="_8 blank"> </span>Lima <span class="_8 blank"> </span>Gonçalves. <span class="_8 blank"> </span>R<span class="_3 blank"> </span>evista <span class="_8 blank"> </span>de <span class="_8 blank"> </span>Administração <span class="_8 blank"> </span>de <span class="_10 blank"> </span>Empresas <span class="_10 blank"> </span><span class="ff6 ws5">\u2013</span> <span class="_8 blank"> </span>Jan/Mar <span class="_8 blank"> </span>200<span class="_3 blank"> </span>0, <span class="_8 blank"> </span>v. </div><div class="t m0 x0 h3 y14f ff5 fs4 fc0 sc0 ls1 ws0">40, n. 1, p. 6 <span class="ff6 ws5">\u2013</span> <span class="ls16 ws8">19</span><span class="fs1"> </span></div><div class="c x3e y150 w19 h29"><div class="t m0 x15 h2a y151 ff1 fs4 fc0 sc0 ls1 ws0">Processos Primários<span class="_3 blank"> </span> </div></div><div class="c x3f y150 w1a h29"><div class="t m0 x16 h2a y152 ff1 fs4 fc0 sc0 ls14 ws0"> <span class="ls1 v2">Processos de Suporte<span class="_3 blank"> </span> </span></div><div class="t m0 x40 h2a y153 ff1 fs4 fc0 sc0 ls1 ws0"> </div></div><div class="c x3e y154 w19 h2b"><div class="t m0 x16 hd y155 ff5 fs5 fc0 sc0 ls1 ws0">Ligados <span class="_1c blank"> </span>à <span class="_1c blank"> </span>essência <span class="_1d blank"> </span>do </div><div class="t m0 x16 hd y156 ff5 fs5 fc0 sc0 ls1 ws0">funcionamento da organização </div><div class="t m0 x16 hd y157 ff5 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x16 hd y4f ff5 fs5 fc0 sc0 ls1 ws0">São <span class="_1e blank"> </span>suportados <span class="_1e blank"> </span>por <span class="_1e blank"> </span>o<span class="_1b blank"></span>u<span class="_3 blank"> </span>tros </div><div class="t m0 x16 hd y158 ff5 fs5 fc0 sc0 ls1 ws0">processos internos </div><div class="t m0 x16 hd y159 ff5 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x16 hd y15a ff5 fs5 fc0 sc0 ls1 ws0">Resultam <span class="_8 blank"> </span>no <span class="_8 blank"> </span>produto/serviço <span class="_8 blank"> </span>que <span class="_8 blank"> </span>é </div><div class="t m0 x16 hd y15b ff5 fs5 fc0 sc0 ls1 ws0">oferecido ao cliente </div></div><div class="c x3f y154 w1b h2b"><div class="t m0 x16 hd y156 ff5 fs5 fc0 sc0 ls1 ws0">Garantem o <span class="_a blank"> </span>suporte ad<span class="_1 blank"></span>equado <span class="_a blank"> </span>aos </div><div class="t m0 x16 hd y157 ff5 fs5 fc0 sc0 ls1 ws0">processos de negócios </div><div class="t m0 x16 hd y4f ff5 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x16 hd y158 ff5 fs5 fc0 sc0 ls1 ws0">Viabilizam <span class="_1f blank"> </span>o <span class="_1f blank"> </span>funcionamento </div><div class="t m0 x16 hd y159 ff5 fs5 fc0 sc0 ls1 ws0">coordenado <span class="_d blank"> </span>d<span class="_3 blank"> </span>os <span class="_d blank"> </span>vários <span class="_d blank"> </span>s<span class="_3 blank"> </span>ubsistemas </div><div class="t m0 x16 hd y15a ff5 fs5 fc0 sc0 ls1 ws0">da organização </div></div><div class="c x41 y154 w1c h2b"><div class="t m0 x16 hd y15c ff5 fs5 fc0 sc0 ls1 ws0">Centrados no<span class="_3 blank"> </span>s gerentes <span class="_3 blank"> </span>e nas <span class="_3 blank"> </span>suas </div><div class="t m0 x16 hd y15d ff5 fs5 fc0 sc0 ls1 ws0">interações </div><div class="t m0 x16 hd y15e ff5 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x16 hd y15f ff5 fs5 fc0 sc0 ls1 ws0">Incluem <span class="_3 blank"> </span>ações <span class="_3 blank"> </span>de <span class="_3 blank"> </span>m<span class="_3 blank"> </span>edição e<span class="_3 blank"> </span> aju<span class="_3 blank"> </span>ste </div><div class="t m0 x16 hd y160 ff5 fs5 fc0 sc0 ls1 ws0">do desempenho da organização </div><div class="t m0 x16 hd y161 ff5 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x16 hd y162 ff5 fs5 fc0 sc0 ls1 ws0">Incluem ações de suporte gerencial </div></div><div class="c x3e y163 w19 h2c"><div class="t m0 x16 hd y164 ff5 fs5 fc0 sc0 ls1 ws0">Desenvolvimento de produto </div><div class="t m0 x16 hd y165 ff5 fs5 fc0 sc0 ls1 ws0">Vendas e distribuição </div><div class="t m0 x16 hd y166 ff5 fs5 fc0 sc0 ls1 ws0">Atendimento de pedidos </div><div class="t m0 x16 hd y167 ff5 fs5 fc0 sc0 ls1 ws0">Atendimento de garantia </div></div><div class="c x3f y163 w1b h2c"><div class="t m0 x16 hd y168 ff5 fs5 fc0 sc0 ls1 ws0">Planejamento estratégico </div><div class="t m0 x16 hd y169 ff5 fs5 fc0 sc0 ls1 ws0">Orçamento empresarial </div><div class="t m0 x16 hd y16a ff5 fs5 fc0 sc0 ls1 ws0">Recrutamento <span class="_20 blank"> </span>/ <span class="_20 blank"> </span>seleçã<span class="_1b blank"></span>o<span class="_3 blank"> </span> <span class="_20 blank"> </span>/ </div><div class="t m0 x16 hd y16b ff5 fs5 fc0 sc0 ls1 ws0">treinamento de pessoal </div><div class="t m0 x16 hd y16c ff5 fs5 fc0 sc0 ls1 ws0">Suprimentos </div></div><div class="c x41 y163 w1c h2c"><div class="t m0 x16 hd y169 ff5 fs5 fc0 sc0 ls1 ws0">Definição de metas departamentais </div><div class="t m0 x16 hd y16a ff5 fs5 fc0 sc0 ls1 ws0">Avaliação de resultados </div><div class="t m0 x16 hd y16b ff5 fs5 fc0 sc0 ls1 ws0">Alocação de recursos </div></div><div class="c x3e y16d w1d h2d"><div class="t m0 x18 h2a y16e ff1 fs4 fc0 sc0 ls1 ws0"> </div></div><div class="c x3f y16d w1e h2d"><div class="t m0 x42 h2a y16f ff1 fs4 fc0 sc0 ls1 ws0">Processos<span class="_3 blank"> </span> </div><div class="t m0 x43 h2a y170 ff1 fs4 fc0 sc0 ls1 ws0">organizacionais<span class="_3 blank"> </span> </div></div><div class="c x41 y16d w1f h2d"><div class="t m0 x44 h2a y16f ff1 fs4 fc0 sc0 ls1 ws0">Processos<span class="_3 blank"> </span> </div><div class="t m0 x44 h2a y170 ff1 fs4 fc0 sc0 ls1 ws0">gerenciais </div></div><div class="c x36 y11b w20 h2e"><div class="t m0 x45 hd y171 ff5 fs5 fc0 sc0 ls1 ws0">Infra-estrutura da Empresa </div><div class="t m0 x46 hd yb1 ff5 fs5 fc0 sc0 ls1 ws0">Gerência de Recursos Humanos </div><div class="t m0 x47 hd y4c ff5 fs5 fc0 sc0 ls1 ws0">Desenvolvimento de Tecnologia </div><div class="t m0 x6 hd y172 ff5 fs5 fc0 sc0 ls1 ws0">Aquisição </div><div class="t m0 x2f hd y173 ff5 fs5 fc0 sc0 ls15 ws0"> <span class="ls1 v3"> </span></div><div class="t m0 x2f hd y174 ff5 fs5 fc0 sc0 ls1 ws0"> </div><div class="t m0 x2f hd y175 ff5 fs5 fc0 sc0 lsf ws0"> <span class="ls1">Logística Operações Logístic<span class="_1 blank"></span>a Marketing e Serviço<span class="_3 blank"> </span> </span></div><div class="t m0 x2f hd y176 ff5 fs5 fc0 sc0 lsf ws0"> <span class="ls1">Interna Externa Vendas </span></div></div><div class="c x0 y177 w21 h2f"><div class="t m0 x48 h1b y178 ff1 fs5 fc0 sc0 ls1 ws0">Atividades </div><div class="t m0 x2b h1b y179 ff1 fs5 fc0 sc0 ls17 ws9">de<span class="ls1 ws0"> </span></div><div class="t m0 x10 h1b y17a ff1 fs5 fc0 sc0 ls1 ws0">Apoio </div><div class="t m0 x2f h1b y17b ff1 fs5 fc0 sc0 ls1 ws0"> </div></div><div class="c x0 y17c w21 h30"><div class="t m0 x48 h1b y17d ff1 fs5 fc0 sc0 ls1 ws0">Atividades </div><div class="t m0 xa h1b y17e ff1 fs5 fc0 sc0 ls1 ws0">Primárias </div><div class="t m0 x2f h1b y17f ff1 fs5 fc0 sc0 ls1 ws0"> </div></div><div class="c x2d y180 w22 h31"><div class="t m0 x17 h3 y181 ff5 fs1 fc0 sc0 ls1 ws0">Quadro 5 - Categorias de processos nas organizações </div><div class="t m0 x49 h3 y182 ff5 fs1 fc0 sc0 ls1 ws0"> </div></div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div> <div id="pfa" class="pf w0 h0" data-page-no="a"><div class="pc pca w0 h0"><div class="t m0 x18 h3 y50 ff5 fs1 fc0 sc0 ls1 ws0"> </div><div class="t m0 x4 h3 y51 ff5 fs1 fc0 sc0 ls1 ws0">Nessa abordagem, o autor considera os seguintes processos em uma organização: </div><div class="t m0 x39 h3 y183 ff9 fs1 fc0 sc0 ls2">\uf0a7<span class="ff5 ls18 ws0"> <span class="ff7 ls1">Processos <span class="_13 blank"> </span>Primários<span class="ff5">: <span class="_14 blank"> </span>identificados <span class="_13 blank"> </span>como <span class="_13 blank"> </span>aqueles <span class="_14 blank"> </span>que <span class="_13 blank"> </span>caracterizam <span class="_13 blank"> </span>a </span></span></span></div><div class="t m0 x36 h3 y111 ff5 fs1 fc0 sc0 ls1 ws0">estratégia <span class="_9 blank"> </span>de <span class="_9 blank"> </span>atuação <span class="_9 blank"> </span>da <span class="_9 blank"> </span>empresa <span class="_d blank"> </span>e <span class="_a blank"> </span>geram <span class="_d blank"> </span>um <span class="_9 blank"> </span>produto <span class="_9 blank"> </span>ou <span class="_9 blank"> </span>serviço <span class="_9 blank"> </span>para <span class="_9 blank"> </span>o </div><div class="t m0 x36 h3 y112 ff5 fs1 fc0 sc0 ls1 ws0">cliente <span class="_9 blank"> </span>externo. <span class="_9 blank"> </span>De <span class="_d blank"> </span>acordo <span class="_9 blank"> </span>com <span class="_d blank"> </span>o <span class="_9 blank"> </span>autor, <span class="_9 blank"> </span>tais <span class="_d blank"> </span>p<span class="_3 blank"> </span>rocessos <span class="_d blank"> </span>assumem <span class="_9 blank"> </span>especial </div><div class="t m0 x36 h3 y113 ff5 fs1 fc0 sc0 ls1 ws0">importância, <span class="_13 blank"> </span>pois <span class="_18 blank"> </span>eles <span class="_13 blank"> </span>são <span class="_13 blank"> </span>ligados <span class="_13 blank"> </span>à <span class="_18 blank"> </span>essência <span class="_13 blank"> </span>do <span class="_18 blank"> </span>fu<span class="_3 blank"> </span>ncionamento <span class="_18 blank"> </span>da </div><div class="t m0 x36 h3 y9b ff5 fs1 fc0 sc0 ls1 ws0">organização e<span class="_3 blank"> </span> é <span class="_3 blank"> </span>por <span class="_3 blank"> </span>meio <span class="_3 blank"> </span>deles <span class="_3 blank"> </span>que se <span class="_3 blank"> </span>pode <span class="_3 blank"> </span>agregar valor <span class="_3 blank"> </span>ao <span class="_3 blank"> </span>clie<span class="_3 blank"> </span>nte<span class="_3 blank"> </span>. Nessa </div><div class="t m0 x36 h3 y26 ff5 fs1 fc0 sc0 ls1 ws0">categoria <span class="_d blank"> </span>Gonça<span class="_3 blank"> </span>lves <span class="_c blank"> </span>cita<span class="_3 blank"> </span> <span class="_d blank"> </span>genericamente <span class="_9 blank"> </span>os <span class="_d blank"> </span>processo<span class="_3 blank"> </span>s <span class="_c blank"> </span>d<span class="_3 blank"> </span>e <span class="_a blank"> </span><span class="ff7">desenvolvim<span class="_1b blank"></span>ento </span></div><div class="t m0 x36 h3 y184 ff7 fs1 fc0 sc0 ls1 ws0">de <span class="_3 blank"> </span>produto<span class="ff5 ls2">, <span class="_3 blank"> </span></span><span class="ws3">vendas</span><span class="ff5 ls8"> <span class="ls5">e </span></span><span class="ws3">distribuição,</span><span class="ff5 ls8"> </span>atendimento de<span class="_3 blank"> </span> pedidos<span class="_3 blank"> </span><span class="ff5 ls8"> <span class="ls5">e </span></span>atendimento de </div><div class="t m0 x36 h3 y29 ff7 fs1 fc0 sc0 ls1 ws3">garantia<span class="ff5 ws0">, sem especificar os seus conteúdos. </span></div><div class="t m0 x39 h3 y185 ff9 fs1 fc0 sc0 ls2">\uf0a7<span class="ff5 ls18 ws0"> <span class="ff7 ls1">Processos <span class="_9 blank"> </span>de <span class="_a blank"> </span>Suporte<span class="ff5">: <span class="_a blank"> </span>servem <span class="_9 blank"> </span>de <span class="_a blank"> </span>apoio <span class="_9 blank"> </span>ao <span class="_9 blank"> </span>fun<span class="_3 blank"> </span>cionamento <span class="_9 blank"> </span>do<span class="_3 blank"> </span>s <span class="_d blank"> </span>processos </span></span></span></div><div class="t m0 x36 h3 y118 ff5 fs1 fc0 sc0 ls1 ws0">primários. Nessa categoria estão incluídos: </div><div class="t m0 x36 h3 y186 ffa fs1 fc0 sc0 ls1 wsa">o<span class="ff5 ws0"> <span class="_21 blank"> </span>Processos <span class="_22 blank"> </span>organizacionais <span class="_22 blank"> </span>ou <span class="_22 blank"> </span>de <span class="_22 blank"> </span>integração <span class="_22 blank"> </span>organizacional, <span class="_22 blank"> </span>que </span></div><div class="t m0 x4a h3 y187 ff5 fs1 fc0 sc0 ls1 ws0">garantem <span class="_b blank"> </span>o <span class="_b blank"> </span>suporte <span class="_a blank"> </span>adequado <span class="_b blank"> </span>à <span class="_b blank"> </span>operação <span class="_a blank"> </span>do<span class="_3 blank"> </span>s <span class="_b blank"> </span>processos <span class="_a blank"> </span>do <span class="_b blank"> </span>negócio. </div><div class="t m0 x4a h3 y12a ff5 fs1 fc0 sc0 ls1 ws0">Segundo <span class="_18 blank"> </span>o <span class="_18 blank"> </span>a<span class="_3 blank"> </span>utor, <span class="_18 blank"> </span>tais <span class="_18 blank"> </span>processos <span class="_18 blank"> </span>geralmente <span class="_18 blank"> </span>produzem <span class="_13 blank"> </span>resultados </div><div class="t m0 x4a h3 y12b ff5 fs1 fc0 sc0 ls1 ws0">imperceptíveis para os <span class="_f blank"> </span>clien<span class="_3 blank"> </span>tes ex<span class="_1b blank"></span>te<span class="_3 blank"> </span>rnos, mas s<span class="_1b blank"></span>ã<span class="_3 blank"> </span>o <span class="_e blank"> </span>essenciais para <span class="_f blank"> </span>a </div><div class="t m0 x4a h3 y188 ff5 fs1 fc0 sc0 ls1 ws0">gestão <span class="_10 blank"> </span>efetiva <span class="_10 blank"> </span>do <span class="_10 blank"> </span>negócio <span class="_10 blank"> </span>e, <span class="_10 blank"> </span>assim <span class="_10 blank"> </span> <span class="_10 blank"> </span>como <span class="_10 blank"> </span>os <span class="_10 blank"> </span>proce<span class="_3 blank"> </span>ssos <span class="_8 blank"> </span>gerenciais, <span class="_10 blank"> </span>eles </div><div class="t m0 x4a h3 y11e ff5 fs1 fc0 sc0 ls1 ws0">são <span class="_10 blank"> </span>processos <span class="_10 blank"> </span>de<span class="_3 blank"> </span> <span class="_8 blank"> </span>informação <span class="_10 blank"> </span>e <span class="_c blank"> </span>decisão. <span class="_10 blank"> </span>Entre <span class="_10 blank"> </span>as <span class="_10 blank"> </span>atividades <span class="_10 blank"> </span>pe<span class="_3 blank"> </span>rtinentes<span class="_1b blank"></span> </div><div class="t m0 x4a h3 y11f ff5 fs1 fc0 sc0 ls1 ws0">a <span class="_b blank"> </span>esses <span class="_b blank"> </span>processos, <span class="_b blank"> </span>incluem-se <span class="_b blank"> </span>o <span class="_b blank"> </span>planejamento <span class="_b blank"> </span>estr<span class="_1 blank"></span>até<span class="_3 blank"> </span>gico, <span class="_a blank"> </span>o<span class="_3 blank"> </span>rçament<span class="_1 blank"></span>o </div><div class="t m0 x4a h3 y120 ff5 fs1 fc0 sc0 ls1 ws0">empresarial, <span class="_17 blank"> </span>recrutamento <span class="_17 blank"> </span>/ <span class="_21 blank"> </span>s<span class="_1b blank"></span>eleção <span class="_23 blank"> </span>/ <span class="_17 blank"> </span>treinamento <span class="_17 blank"> </span>do <span class="_23 blank"> </span>pessoal <span class="_17 blank"> </span>e </div><div class="t m0 x4a h3 y121 ff5 fs1 fc0 sc0 ls1 ws0">suprimentos. </div><div class="t m0 x36 h3 y122 ffa fs1 fc0 sc0 ls1 wsa">o<span class="ff5 ws0"> <span class="_21 blank"> </span>Processos gerenciais, que <span class="_19 blank"> </span>são focalizados nos gerente<span class="_3 blank"> </span>s e nas suas </span></div><div class="t m0 x4a h6 y66 ff6 fs1 fc0 sc0 ls1 ws0">relações <span class="_3 blank"> </span>e incluem <span class="_3 blank"> </span>as <span class="_3 blank"> </span>\u2015ações <span class="_3 blank"> </span>de medição <span class="_3 blank"> </span>e ajuste <span class="_3 blank"> </span>do <span class="_3 blank"> </span>desempenho". Tais </div><div class="t m0 x4a h3 y67 ff5 fs1 fc0 sc0 ls1 ws0">processos <span class="_24 blank"> </span>abrangem <span class="_24 blank"> </span>atividades <span class="_24 blank"> </span>como <span class="_24 blank"> </span>a <span class="_24 blank"> </span>definição <span class="_24 blank"> </span>das <span class="_24 blank"> </span>metas </div><div class="t m0 x4a h3 y68 ff5 fs1 fc0 sc0 ls1 ws0">departamentais, <span class="_d blank"> </span>alocação <span class="_d blank"> </span>d<span class="_3 blank"> </span>e <span class="_d blank"> </span>recursos <span class="_d blank"> </span>para <span class="_d blank"> </span>a <span class="_9 blank"> </span>execução <span class="_d blank"> </span>da<span class="_3 blank"> </span>s <span class="_c blank"> </span>a<span class="_3 blank"> </span>tividades<span class="_1b blank"></span>, </div><div class="t m0 x4a h3 y69 ff5 fs1 fc0 sc0 ls1 ws0">avaliação <span class="_c blank"> </span>d<span class="_3 blank"> </span>e <span class="_c blank"> </span>resultados <span class="_d blank"> </span>e <span class="_d blank"> </span>gestão <span class="_d blank"> </span>das <span class="_d blank"> </span>interfaces <span class="_c blank"> </span>com<span class="_3 blank"> </span> <span class="_c blank"> </span>as <span class="_c blank"> </span>d<span class="_3 blank"> </span>iversas <span class="_c blank"> </span>áreas </div><div class="t m0 x4a h3 y6a ff5 fs1 fc0 sc0 ls1 ws0">da organização. </div><div class="t m0 x4 h3 y6b ff5 fs1 fc0 sc0 ls1 ws0">Outra <span class="_8 blank"> </span>tipologia <span class="_8 blank"> </span>de <span class="_8 blank"> </span>processos <span class="_8 blank"> </span>do <span class="_3 blank"> </span>n<span class="_3 blank"> </span>egócio <span class="_3 blank"> </span>é <span class="_8 blank"> </span>apresentada <span class="_8 blank"> </span>por <span class="_8 blank"> </span>Adair <span class="_3 blank"> </span>e <span class="_8 blank"> </span>Mur<span class="_8 blank"> </span>ray <span class="_3 blank"> </span>(199<span class="_3 blank"> </span>6), </div><div class="t m0 x0 h3 y189 ff5 fs1 fc0 sc0 ls1 ws0">segundo os quais </div><div class="t m0 x4b h32 y18a ff7 fs4 fc0 sc0 ls1 ws0">praticamente <span class="_3 blank"> </span>to<span class="_3 blank"> </span>das <span class="_3 blank"> </span>as <span class="_3 blank"> </span>em<span class="_3 blank"> </span>presas <span class="_3 blank"> </span>s<span class="_3 blank"> </span>e <span class="_3 blank"> </span>organizam <span class="_3 blank"> </span>e<span class="_3 blank"> </span>m <span class="_3 blank"> </span>torno <span class="_3 blank"> </span>de <span class="_10 blank"> </span><span class="ffb">quat<span class="_3 blank"> </span>ro <span class="_3 blank"> </span>processos <span class="_8 blank"> </span>centrais </span></div><div class="t m0 x4b h13 y18b ff7 fs4 fc0 sc0 ls1 ws0">fundamentais, <span class="_8 blank"> </span>dos <span class="_8 blank"> </span>quais <span class="_8 blank"> </span>d<span class="_3 blank"> </span>epende, <span class="_3 blank"> </span>em <span class="_10 blank"> </span>última <span class="_8 blank"> </span>análise, <span class="_8 blank"> </span>a <span class="_8 blank"> </span>sua <span class="_8 blank"> </span>capacidad<span class="_3 blank"> </span>e <span class="_3 blank"> </span>de <span class="_8 blank"> </span>prop<span class="_3 blank"> </span>orcionar </div><div class="t m0 x4b h3 y18c ff7 fs4 fc0 sc0 ls1 ws0">significativo valor ao c<span class="_3 blank"> </span>liente, fator de sobrevivênci<span class="_3 blank"> </span>a e cre<span class="_3 blank"> </span>scimento<span class="ff5 fs1 ls2">. </span>(grifo noss<span class="_3 blank"> </span>o)<span class="ff5 fs1"> </span></div><div class="t m0 x4 h3 y18d ff5 fs1 fc0 sc0 ls1 ws0">Na opinião dos autores, esses quatro <span class="_3 blank"> </span><span class="ff7">processos centrais</span> englobam: </div></div><div class="pi" data-data='{"ctm":[1.000000,0.000000,0.000000,1.000000,0.000000,0.000000]}'></div></div>
Compartilhar