Buscar

SEMI Teoria da Administracao 08

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes
Você viu 3, do total de 11 páginas

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes
Você viu 6, do total de 11 páginas

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes
Você viu 9, do total de 11 páginas

Faça como milhares de estudantes: teste grátis o Passei Direto

Esse e outros conteúdos desbloqueados

16 milhões de materiais de várias disciplinas

Impressão de materiais

Agora você pode testar o

Passei Direto grátis

Você também pode ser Premium ajudando estudantes

Prévia do material em texto

7HRULDV�GD�$GPLQLVWUDomR
Autoria: José Batista de Carvalho Filho 
Tema 08
Introdução à Reengenharia e Readministração
7HPD���
Introdução à Reengenharia e Readministração
Autoria: José Batista de Carvalho Filho
Como citar esse documento:
FILHO, José Batista de Carvalho. Teorias da Administração: Introdução à Reengenharia e Readministração. Caderno de Atividades. Anhanguera 
Publicações: Valinhos, 2015.
Índice
‹������$QKDQJXHUD�(GXFDFLRQDO�� 3URLELGD� D� UHSURGXomR� ¿QDO� RX� SDUFLDO� SRU� TXDOTXHU�PHLR� GH� LPSUHVVmR�� HP� IRUPD� LGrQWLFD�� UHVXPLGD� RX�PRGL¿FDGD� HP� OtQJXD�
SRUWXJXHVD�RX�TXDOTXHU�RXWUR�LGLRPD�
Pág. 17
Pág. 18 Pág. 19
Pág. 17
Pág. 15Pág. 13
ACOMPANHENAWEB
Pág. 3
CONVITEÀLEITURA
Pág. 3
PORDENTRODOTEMA
�
Este tema tem como objetivo reavaliar todos os processos da organização e aprimorá-los, com o propósito de 
PHOKRUDU� D� H¿FLrQFLD� H� D� H¿FiFLD�� FRP� HIHWLYLGDGH� QDV� DWLYLGDGHV� DGPLQLVWUDWLYDV� H� RSHUDFLRQDLV��$V� RUJDQL]Do}HV�
SUHFLVDP�UHYHU�VXDV�DWLYLGDGHV�H�SURFHVVRV�SHUPDQHQWHPHQWH��2�PHUFDGR�p�GLQkPLFR��DV�SHVVRDV�PXGDP�H�DSUHVHQWDP�
DOWHUQkQFLDV�GH�H[SHFWDWLYDV��GH�DFRUGR�FRP�RV�GHVD¿RV�TXH�D�YLGD�OKHV�UHVHUYD��2V�LQWHUHVVHV�PXGDP��$XWRPDWLFDPHQWH��
DV� RUJDQL]Do}HV� VmR�H[LJLGDV� QD� EXVFD�GH� HQFRQWUDU� DOWHUQDWLYDV� TXH�SRVVDP�DWHQGHU� jV� QHFHVVLGDGHV� SUHPHQWHV�
QR�PHUFDGR��HP�FRQVRQkQFLD�FRP�RV� LQWHUHVVHV�DSUHVHQWDGRV�SHORV�VHXV�FRODERUDGRUHV��&RQFLOLDU�HVVHV� LQWHUHVVHV�
GLUHFLRQDGRV�SDUD�UHVXOWDGRV�SRVLWLYRV�QDV�RUJDQL]Do}HV�p�XP�GHVD¿R�GLItFLO�GH�DGPLQLVWUDU��1R�HQWDQWR��QmR�p�LPSRVVtYHO��
$OpP�GR�SUHSDUR�pWLFR��GD�FDSDFLWDomR�H�GH�FRQWUROH��DV�RUJDQL]Do}HV�YrP�VH�DSHUIHLoRDQGR�FRP�D�FRQVWUXomR�GH�
LQGLFDGRUHV�GH�GHVHPSHQKR�H�UHFXUVRV�GD�7HFQRORJLD�GD�,QIRUPDomR��TXH�VmR�IHUUDPHQWDV�TXH�VHUYHP�GH�UHIHUrQFLD�QD�
JHVWmR�RUJDQL]DFLRQDO��$�VDWLVIDomR�p�LPSRUWDQWH��FRQWXGR��R�PDLV�LPSRUWDQWH�SDUD�D�HPSUHVD�p�R�UHVXOWDGR��6H�R�JHVWRU�
RX�OtGHU�FRQVHJXLU�DOLDU�D�PHOKRULD�FRQWtQXD�FRP�D�H[SHFWDWLYD�GH�LQWHUHVVH�GRV�FRODERUDGRUHV��yWLPR��9DPRV�GHVHQYROYHU�
R�HVWXGR�VREUH�D�5HHQJHQKDULD�H�D�5HDGPLQLVWUDomR��TXH�SRGH�VHU�HQWHQGLGD�FRPR�5HHQJHQKDULD�QD�$GPLQLVWUDomR��
&RPR�FRQVWUXLU�RV�SURFHVVRV�H�FRUULJLU�R�TXH�QmR�HVWi�VHQGR�IHLWR�FRUUHWDPHQWH�p�D�UD]mR�GR�QRVVR�HVWXGR�
CONVITEÀLEITURA
PORDENTRODOTEMA
Introdução à Reengenharia e Readministração
8.1 Introdução
7RGDV�DV�RUJDQL]Do}HV��HP�DOJXP�PRPHQWR��SUHFLVDP�SDVVDU�SHOD�HWDSD�GH� UHPRGHODomR�HP�VHXV�SURFHVVRV�
H�QD�iUHD�DGPLQLVWUDWLYD��1mR�Ki�FRPR� IXJLU�GHVVD�SRVVLELOLGDGH��$�JOREDOL]DomR�H� WRGR�R�SURFHVVR�GH� LQWHJUDomR�H�
LQÀXrQFLD�QD�HFRQRPLD�VmR�IDWRV�UHDLV��$�FRQFRUUrQFLD�H[LJH�UHYLVmR�GH�FRQFHLWRV�H�FXOWXUD�RUJDQL]DFLRQDO��$�WHFQRORJLD�
OHYD�DV�SHVVRDV�D� VH�GLVWDQFLDUHP�HP�VHXV�QtYHLV�GH�FRQKHFLPHQWR��$V�RUJDQL]Do}HV�SUHFLVDP� MXQWDU� WRGRV�HVVHV�
�
PORDENTRODOTEMA
HOHPHQWRV�H�FDQDOL]DU�SDUD�UHVXOWDGRV��LQWHJUDU�R�FRQKHFLPHQWR�QR�IRUPDWR�GH�UHGH�H�IRFDU�WRGDV�DV�Do}HV�SDUD�DWHQGHU�
j�H[SHFWDWLYD�GRV�LQYHVWLGRUHV��DOpP�GH�PDQWHU�SRVLomR�QR�PHUFDGR�VHP�SHUGD�QD�IDWLD�GH�SDUWLFLSDomR��FRP�OXFUR��TXH�
p�R�SULQFLSDO�REMHWLYR�GH�WRGDV�DV�RUJDQL]Do}HV��(VWDPRV�DERUGDQGR�D�QHFHVVLGDGH�GH�VH�LPSODQWDU�XP�SURFHVVR�GH�
PHOKRULD�FRQWtQXD��3DUD�YLYHQFLDU�D�PHOKRULD�FRQWtQXD�FRPR�FXOWXUD�QDV�RUJDQL]Do}HV��R�FDPLQKR�D�VHU�SUDWLFDGR�p�D�
5HHQJHQKDULD��e�MXVWDPHQWH�QHVVD�GLUHomR�TXH�HVWH�WHPD�VHUi�SRUPHQRUL]DGR�
8.2 Aprimoramento dos Processos
1mR�LPSRUWD�TXDO�VHMD�R�FRQWH[WR��TXDO�VHMD�D�HTXLSH�RX�R�SURFHVVR�H[LVWHQWH��$�YHUGDGH�p�TXH�WRGRV�RV�SURFHVVRV�
SUHFLVDP� SDVVDU� SRU� DQiOLVH�� UHYLVmR� H� DSULPRUDPHQWR�� HP� EXVFD� GH� PDLRU� H¿FLrQFLD��$� H¿FLrQFLD� QRV� SURFHVVRV�
REULJDWRULDPHQWH�SUHFLVD�HVWDU�GLUHFLRQDGD�SDUD�UHVXOWDGRV�H¿FD]HV�FRP�HIHWLYLGDGH��6y�VH�FRQVHJXH�PHGLU�UHVXOWDGRV�
FRP�D� LPSODQWDomR�GH� ,QGLFDGRUHV�GH�'HVHPSHQKR��2�PHUFDGR�� R� FOLHQWH�H�D� FRQFRUUrQFLD�QmR�HVSHUDP��PDV�� DR�
FRQWUiULR��H[LJHP�YHORFLGDGH�QRV�HQFDPLQKDPHQWRV�H�UHVROXo}HV�GH�SUREOHPDV�DSUHVHQWDGRV��'HVGH�7D\ORU�H�)D\RO��
GLYHUVDV�WpFQLFDV�WrP�VH�DSUHVHQWDGR�H�DWHQGLGR�jV�QHFHVVLGDGHV�HP�VXD�pSRFD��2V�WHPSRV�PXGDUDP�H�DV�WpFQLFDV�
IRUDP�VH�DSHUIHLoRDQGR�HP�QRYRV�IRUPDWRV��1R�VpFXOR�;;,�HVVDV�WpFQLFDV�JDQKDUDP�IRUoD�FRP�R�DGYHQWR�GD�7HFQRORJLD�
GD�,QIRUPDomR��TXH�YHLR�FRUURERUDU�QD�DXWRPDWL]DomR�H�DFHOHUDomR�GRV�SURFHVVRV��'HQWUH�PXLWDV�SUiWLFDV�TXH�VXUJLUDP�
DR�ORQJR�GR�WHPSR��XP�GRV�GHVWDTXHV�IRL�IDFXOWDGR�j�5HHQJHQKDULD��TXH�FKHJRX�FRP�D�SURSRVWD�GH�WRUQDU�PDLV�H¿FLHQWHV�
RV�SURFHVVRV�DQWHV�GH�DXWRPDWL]i�ORV��
8.3 Reengenharia
1D� GpFDGD� GH� ����� D� 5HHQJHQKDULD� IRL� XP�PDUFR� QD�$GPLQLVWUDomR� FRP� D� SURSRVWD� GH� DSULPRUDPHQWR� GRV�
SURFHVVRV��2�JUDQGH�GHVWDTXH�GHVVH�EHQHItFLR�SDUD�DV�RUJDQL]Do}HV�IRL�0LFKHO�+DPPHU��TXH�IRUPXORX�R�SURFHVVR�H�
LQLFLDOPHQWH�GLYXOJRX�D�VXD�¿ORVR¿D�QR�DUWLJR�3URPRYHQGR�D�5HHQJHQKDULD�GR�7UDEDOKR��QmR�DXWRPDWL]H��GHVWUXD��e�
LQWHUHVVDQWH�QRWDU�TXH�QR�WH[WR�+DPPHU�GHVWDFD�R�YHUER�to reengineer��TXH�HP�SRUWXJXrV�SRGH�VHU�HQWHQGLGR�FRPR�
³UHHQJHQKHLUDU´��VHP�XPD�WUDGXomR�HVSHFt¿FD�RX�SRQWXDO��$�WUDGXomR�VXJHUH�D�LGHLD�GH�UHIRUPXODU�R�MHLWR�GH�FRQGX]LU�RV�
QHJyFLRV��$Wp�HVVH�PRPHQWR�R�FRQFHLWR�GH�7HFQRORJLD�GD�,QIRUPDomR�QmR�KDYLD�VLGR�H[SORUDGR�H�HUD�XVDGR�GH�IRUPD�
HTXLYRFDGD�SRU�JUDQGH�SDUFHOD�GDV�HPSUHVDV��TXH�PLQLPL]DUDP�R�FRQFHLWR�HP�IRUPD�GH�VLPSOHV�DXWRPDWL]DomR��2�TXH�
D�UHDOLGDGH�GHPDQGDYD��GH�IDWR��HUD�R�UHGHVHQKR�GRV�SURFHVVRV��(P�VHX�OLYUR�Reengeneering the Corporation, lançado 
HP�������+DPPHU��HP�SDUFHULD�FRP�-DPHV�&KDPS\��DPSOLRX�DV�LGHLDV�RULJLQDLV�QR�SURFHVVDPHQWR�GH�LPSODQWDomR�GD�
UHHQJHQKDULD��1D� OLWHUDWXUD�DSUHVHQWDGD��RV�DXWRUHV�GHVWDFDUDP�DV�EDVHV�GD�DGPLQLVWUDomR�H�GR�DSULPRUDPHQWR�GH�
SURFHVVRV��$�SDUWLU�GHVVH�HYHQWR��D�UHHQJHQKDULD�JDQKRX�IRUoD�H�VH�¿UPRX�FRPR�SURSRVWD�GH�UHGHVHQKDU�D�RUJDQL]DomR�
HP�WRUQR�GH�VHXV�SURFHVVRV��FRP�R�SURSyVLWR�GH�WRUQi�OD�iJLO�H�H¿FLHQWH�
�
8.3.1 Redesenho dos Processos
2�SULQFtSLR�IXQGDPHQWDO�GR�DSULPRUDPHQWR�GRV�SURFHVVRV�p�R�FKDPDGR�redesenho dos processos��6DEH�VH�TXH�
R�SRQWR�GH�SDUWLGD�SDUD�R�DSULPRUDPHQWR�GH�XP�SURFHVVR�p�ID]HU�D�VXD�DQiOLVH��LGHQWL¿FDU�H�QRPHDU�RV�VHXV�SRQWRV�
IUDFRV�H�SURSRU�XP�GHVHQKR�RX�IRUPDWR�PDLV�H¿FLHQWH�TXH�R�H[LVWHQWH��2�SURFHVVR�GH�UHGHVHQKR�GHYH�VHU�PRQLWRUDGR�
SDUD�TXH�QRYDV�DGHTXDo}HV�GH�PHOKRULD�VHMDP�LGHQWL¿FDGDV��6H�UHFRUUHUPRV�j�KLVWyULD�GD�DGPLQLVWUDomR��VHUi�SRVVtYHO�
SHUFHEHU�TXH�WRGDV�DV�PHWRGRORJLDV��GHVGH�7D\ORU��REULJDWRULDPHQWH�SDVVDUDP�SRU�HVVH�FLFOR��FRP�FUtWLFDV��HORJLRV�H�
DJUHJDomR�GH�QRYRV�FRPSRQHQWHV�QD�EXVFD�GH�H¿FLrQFLD�QR�FRQWUROH��'LDQWH�GHVVD�UHÀH[mR��p�H[HTXtYHO�FRQVWDWDU�TXH�
D�UHHQJHQKDULD�QmR�p�QRYLGDGH��PDV�TXH�VXUJLX�DSHQDV�SDUD�FRORFDU�HP�SUiWLFD�R�TXH�Mi�KDYLD�VLGR�LGHDOL]DGR�SHODV�
HVFRODV�FLHQWt¿FD�H�FOiVVLFD�H��SULQFLSDOPHQWH��SHOD�FXOWXUD�MDSRQHVD�
3DUD�PHOKRU�FRPSUHHQGHU�R�UHGHVHQKR�GRV�SURFHVVRV��YDPRV�UHFRUUHU�DR�JUi¿FR�LQFUHPHQWDGR�SRU�0D[LPLDQR��������
Figura 8.1�3URFHGLPHQWRV�SDUD�R�UHGHVHQKR�GH�SURFHVVRV��5HHQJHQKDULD�
)RQWH��0D[LPLDQR��������
PORDENTRODOTEMA
�
8.3.2 Concorrência, necessidade de qualidade e redução de custos 
$�UHHQJHQKDULD�p�SHUPDQHQWHPHQWH�QHFHVViULD�HP�IXQomR�GD�FRQFRUUrQFLD�FRQWtQXD��TXH�REULJD�D�SURGX]LU�FRP�
TXDOLGDGH�� DJLOLGDGH�H� FXVWRV� FDGD� YH]�PHQRUHV��1R�TXHVLWR� ³FXVWR´�� R� JUDQGH�GHVD¿R�DRV�JHVWRUHV� SDVVD�D� VHU� D�
HOLPLQDomR�GDV�DWLYLGDGHV�TXH�QmR�DJUHJDP�YDORU�DR�SURGXWR�RX�VHUYLoR��(VVDV�DWLYLGDGHV�GHYHP�VHU�H[DPLQDGDV�H��VH�
QmR�DFUHVFHQWDUHP�YDORU�HIHWLYR��GHYHP�VHU�HOLPLQDGDV��$�JOREDOL]DomR�p�R�SULQFLSDO�IDWRU�GR�DXPHQWR�GD�FRQFRUUrQFLD��
&RP�D�DEHUWXUD�QR�FRPpUFLR�LQWHUQDFLRQDO��D�FRQFRUUrQFLD�SDVVRX�D�VHU�PDLV�DFLUUDGD��XOWUDSDVVDQGR�WRGRV�RV�OLPLWHV�
JHRJUi¿FRV�H�GL¿FXOWDQGR�D�IRUPDomR�GH�oligopólios��2�UHVXOWDGR�GHVVH�FHQiULR�p�R�DXPHQWR�GR�SRGHU�GH�GHFLVmR�QDV�
PmRV�GR�FOLHQWH��$V�HPSUHVDV�SUHFLVDP�FDGD�YH]�PDLV�VH�DGHTXDU�jV�H[LJrQFLDV�GRV�FOLHQWHV��&RP�HVVD�QRYD�UHDOLGDGH�
GH�PXGDQoD�FRQWtQXD��R�DPELHQWH�H[WHUQR�SDVVD�D�WHU�IRUWH�LQÀXrQFLD�QDV�GHFLV}HV�GDV�RUJDQL]Do}HV��R�TXH�DXPHQWD�D�SUHRFXSDomR�H�REULJD�D�UHHVWUXWXUDomR�GRV�SURFHVVRV�QDV�RUJDQL]Do}HV�
8.3.3 Princípios básicos 
2�SULQFtSLR�EiVLFR�GD�UHHQJHQKDULD�p�D�RUJDQL]DomR�GR�WUDEDOKR�HP�WRUQR�GRV�SURFHVVRV��$V�HVWUXWXUDV�FOiVVLFDV�TXH�
VH�GH¿QHP�SHOR�WUDEDOKR�HVSHFLDOL]DGR�IUDJPHQWDP�RV�SURFHVVRV�H�DFDEDP�SRU�VXIRFDU�D�LQRYDomR�H�D�FULDWLYLGDGH��6H�
DOJXpP�WHP�XPD�LGHLD�QRYD��WHP�TXH�SDVVDU�SHOD�DQiOLVH�H�DSURYDomR�GH�WRGD�D�FDGHLD�GH�KLHUDUTXLD��(VVH�PRGHOR�QmR�
DWHQGH�jV�H[LJrQFLDV�GR�PXQGR�FRQWHPSRUkQHR��SRUWDQWR��p�HOHPHQWDU�D�GH¿QLomR�GR�YHUGDGHLUR�VHQWLGR�GR�SURFHVVR��
$SURIXQGDQGR�HVVD�TXHVWmR��SURFHVVR�SRGH�VHU�HQWHQGLGR�FRPR�D�RUGHQDomR�HVSHFt¿FD�GDV�DWLYLGDGHV�GH� WUDEDOKR�
QR�WHPSR�H�QR�HVSDoR��FRP�XP�FRPHoR�H�XP�¿P��RX�VHMD��inputs e outputs�FODUDPHQWH�GH¿QLGRV�H�LGHQWL¿FDGRV�SDUD�
D�DomR��3RU�¿P��YDOH�GHVWDFDU�TXH�R�SURFHVVR�SUHFLVD�FULDU�DOJXPD�YDQWDJHP�FRPSHWLWLYD��3DUD�ÀXLU�FRP�QDWXUDOLGDGH�
H�DSUHVHQWDU�UHVXOWDGRV�VDWLVIDWyULRV��RV�WUkPLWHV�GR�SURFHVVR�GHYHP�FLUFXODU�OLYUHPHQWH�GH�XP�yUJmR�SDUD�R�RXWUR��GH�
IRUPD�VLPSOHV��VHP�JUDQGHV�LPSHGLPHQWRV��PDV�VLP��FRP�DQiOLVH�GH�YLDELOLGDGH�
8.3.3.1 Processos e Atividades
1D�YLVmR�GH�7D\ORU��HUD�LPSRVVtYHO�DWULEXLU�WDUHIDV�VLPSOHV�DRV�RSHUiULRV��SHOR�IDWR�GH�VHUHP�SRXFR�TXDOL¿FDGRV�H�
VHP�KDELOLWDomR�HVSHFt¿FD��3DUD�D�UHDOLGDGH�GD�pSRFD�GH�7D\ORU�LVVR�p�SHUIHLWDPHQWH�FRPSUHHQVtYHO��XPD�YH]�TXH�QmR�
KDYLD�PHFDQLVPRV�GH�TXDOL¿FDomR�SUR¿VVLRQDO�H�D�JUDQGH�PDLRULD�GRV�WUDEDOKDGRUHV�HUD�RULXQGD�GR�DPELHQWH�UXUDO��VHP�
HVSHFLDOLGDGHV�QD�LQG~VWULD��3RU�RXWUR�ODGR��DV�HPSUHVDV�WDPEpP�HUDP�PDLV�VLPSOHV�H�PHQRUHV��$VVLP�VHQGR��QmR�HUD�
IDFWtYHO�D�SUiWLFD�GH�H[LJrQFLDV�FRPSOH[DV��GLIHUHQWHPHQWH�GD�UHDOLGDGH�FRQWHPSRUkQHD�
PORDENTRODOTEMA
�
8.3.3.2 Resultados das Reformulações
&RP�D�UHRUJDQL]DomR�GRV�WUDEDOKRV�HP�WRUQR�GRV�SURFHVVRV��D�RUJDQL]DomR�HVWi�VXMHLWD�D�FRQVHTXrQFLDV��FRPR�p�R�
FDVR�GD�HOLPLQDomR�GH�WDUHIDV�GH�XP�yUJmR�SDUD�R�RXWUR�H�GH�XPD�SHVVRD�SDUD�RXWUD��FRP�GLPLQXLomR�GH�HUURV��UHSDURV�
H�DWUDVRV��$OpP�GLVVR��D�UHIRUPXODomR�DXPHQWD�D�QHFHVVLGDGH�GH�GHOHJDomR�GDV�GHFLV}HV��TXH�VRIUHP�DOWHUDo}HV�H�
¿FDP�GHVFHQWUDOL]DGDV��QRV�QtYHLV�GH�H[HFXomR�H�GH�TXDOL¿FDomR�GH�SHVVRDO��3HVVRDV�TXDOL¿FDGDV�SDVVDP�D�DGTXLULU�
PDLRU�SRGHU�GH�GHFLVmR��R�TXH�YDL�H[LJLU�UHWUHLQDPHQWR�GDV�SHVVRDV��TXH�GHYHUmR�SDVVDU�SRU�XPD�HWDSD�GH�UHFRQVWUXomR�
GR�TXH�Mi�HVWDYD�GHVHQKDGR�HP�IRUPDWR�DQWHULRU��3DUD�R�SUHVHQWH�HVWXGR�p�LPSRUWDQWH�UHYHODU�TXH�QD�YHUGDGH��FRP�D�
HOLPLQDomR�GDV�WUDQVIHUrQFLDV�GH�WDUHIDV�GH�XPD�SHVVRD�SDUD�RXWUD��GH�XP�VHWRU�SDUD�RXWUR��FRP�D�UHGXomR�GD�EXURFUDFLD��
GR�UHWUDEDOKR�H�GRV�GHVSHUGtFLRV��TXHP�JDQKD�p�R�FOLHQWH��6H�WRGR�R�WUDEDOKR�DJUHJD�YDORU�DR�FOLHQWH��D�HPSUHVD�JDQKD�
HP�FRPSHWLWLYLGDGH�H�SRVVLELOLGDGH�GH�DXPHQWDU�D�VXD�SDUWLFLSDomR�QR�PHUFDGR�
8.3.3.3 Necessidade de um responsável
2�SURFHVVR�SUHFLVD�WHU�FODUDPHQWH�GH¿QLGR�XP�UHVSRQViYHO�SRU�VXDV�Do}HV�RX�SRU�Do}HV�GH�RXWUHP��$V�DWLYLGDGHV�
SUHFLVDP�WHU�XP�GRQR�RX�UHVSRQViYHO�SRQWXDO��(VVH�p�XP�SRQWR�IXQGDPHQWDO�QD�FRQVWUXomR�GR�SURFHVVR��2�FXLGDGR�TXH�
VH�GHYH�WHU�QD�GH¿QLomR�GDV�DWLYLGDGHV�p�TXH�QmR�VHMDP�FRQWURODGDV�H[FOXVLYDPHQWH�SRU�XPD�SHVVRD��PDV�VLP�SRU�XP�
JUXSR�GH�WUDEDOKR��TXH�WHQKD�XP�JHUHQWH�UHVSRQViYHO�H�SHVVRDO�GH�DSRLR��(VVH�JUXSR�GH�WUDEDOKR�WHP�TXH�VHU�FRPSRVWR�
SHOR�PtQLPR�GH�SHVVRDV�SRVVtYHO��QD�UHDOLGDGH��FRQVLVWH�QD� IRUPDomR�GH�SHTXHQRV�JUXSRV�RX�SHTXHQDV�FpOXODV�GH�
WUDEDOKR�FRQVWUXtGDV�SDUD�DWLYLGDGHV�HVSHFt¿FDV�
8.3.3.4 Consequências sobre o tipo de pessoal necessário
&RP�WUDEDOKRV�PDLV�DEUDQJHQWHV�H�GLYHUVL¿FDGRV�KDYHUi�D�QHFHVVLGDGH�GH�SHVVRDV�TXDOL¿FDGDV�H�SURQWDPHQWH�
KDELOLWDGDV�SDUD�RV�FDUJRV�HVSHFt¿FRV��$�WHQGrQFLD�p�TXH�VH�WHQKD�PDLV�JHQHUDOLVWDV�H�PHQRV�HVSHFLDOLVWDV��SRGHQGR�
WRUQDU�R�WUDEDOKR�PDLV�GLItFLO�H�PDLV�GHVD¿DGRU��1R�TXH�WDQJH�DR�%UDVLO��YDOH�UHVVDOWDU�QHVVH�FRQWH[WR�DV�LGHLDV�GH�2OLYHLUD�
��������DR�D¿UPDU�TXH�p�XP�KiELWR�EUDVLOHLUR�IDODU�XPD�OLQJXDJHP�IXWXULVWD�H�UHDOL]DU�XPD�SROtWLFD�FRORQLDO��2�SUR¿VVLRQDO�
SUHFLVD�H[HUFHU�VXD�SUR¿VVmR�H�ID]r�OR�GH�IRUPD�DXWrQWLFD�H�FRHUHQWH��
PORDENTRODOTEMA
�
8.4 A Reengenharia nas Organizações
2�SRQWR�GH�SDUWLGD�GD�UHHQJHQKDULD�p�D�LGHQWL¿FDomR�GRV�SURFHVVRV�H�R�HVWDEHOHFLPHQWR�GDV�SULRULGDGHV�D�VHUHP�
UHIRUPXODGDV��$V�SULRULGDGHV�GHYHP�VHU�GH¿QLGDV�GH�DFRUGR�FRP�D�UHODomR�FXVWR�EHQHItFLR�H�GHYHP�VHU�WUDEDOKDGDV�QD�
OLQKD�GH�PHOKRULD�QD�TXDOLGDGH�H�UDFLRQDOL]DomR�GH�FXVWRV��FRP�DXPHQWR�GD�H¿FLrQFLD�RSHUDFLRQDO�H�PHOKRU�DWHQGLPHQWR�
DR�FOLHQWH��e�LPSRUWDQWH�TXH�WRGRV�RV�VHWRUHV�H�SDUWLFLSDQWHV�WHQKDP�HP�PHQWH�TXH�SDUD�SDUWLFLSDU�H�RSHUDFLRQDOL]DU�
XP�SURFHVVR��WRGRV�RV�PHPEURV��VHP�H[FHomR��GHYHP�DJLU�FRPR�VH�HVWLYHVVHP�RSHUDQGR�R�SUySULR�QHJyFLR��8P�SRQWR�
TXH�H[LJH�JUDQGH]D�H�KXPLOGDGH�H�TXH�QmR�SRGH�¿FDU�j�PDUJHP�GD�QRYD�FRQVWUXomR�GH�SURFHGLPHQWR�p�R�OHYDQWDPHQWR�
GDV� IDOKDV�H[LVWHQWHV��(VVDV� IDOKDV�SUHFLVDP�VHU� LGHQWL¿FDGDV�SRQWXDOPHQWH�SHODV�SHVVRDV�TXH�SDUWLFLSDP�GLUHWD�H�
LQGLUHWDPHQWH�GDV�DWLYLGDGHV��$V�SHVVRDV�TXH�WUDEDOKDP�HP�XP�FRQWH[WR�FRPSHWLWLYR�QmR�SRGHP�VH�GDU�DR� OX[R�GH�
VH� SUHRFXSDU� VRPHQWH� FRP� IURQWHLUDV� H� UHJUDV� RUJDQL]DFLRQDLV��(QTXDQWR� FDGD� XP�SRGH� WHU� XPD� UHVSRQVDELOLGDGH�
HVSHFt¿FD��WRGRV�WrP�DSUHFLDomR�SHOR�QHJyFLR�FRPR�XP�WRGR��7RGRV�GHYHP�HVWDU�IRFDGRV�QR�FOLHQWH�H�ID]HU�R�TXH�IRU�
SUHFLVR�SDUD�TXH�R�WUDEDOKR�VHMD�¿QDOL]DGR�FRP�TXDOLGDGH��
8.4.1 A implantação da Reengenharia de Processos
8PD�FRQGLomR� LQGLVSHQViYHO�SDUD�R�VXFHVVR�GD�UHHQJHQKDULD�p�D�SDUWLFLSDomR�GR�SHVVRDO�GR�SULPHLUR�HVFDOmR��
RX�VHMD��D�UHHQJHQKDULD�GHYH�DFRQWHFHU�GH�FLPD�SDUD�EDL[R��FRP�GLUHFLRQDPHQWRV�FODURV�H�H[LJrQFLDV�SRQWXDLV��6mR�
RV�JHUHQWHV�TXH�WrP�D�YLVmR�VLVWrPLFD�H�TXH�FRQVHJXHP�LGHQWL¿FDU�DV�RSRUWXQLGDGHV�GH�PXGDQoD�H�LQRYDomR��'HYH�
KDYHU�FRQ¿DQoD�H�FUHGLELOLGDGH�QRV�UHVXOWDGRV�HVSHUDGRV��R�TXH�QmR�GHYH�DFRQWHFHU�QR�FXUWR�SUD]R��2�SRQWR�FHQWUDO�
GD�UHHQJHQKDULD�p�UHSHQVDU�D�HPSUHVD�D�SDUWLU�GR�]HUR��$�SHUJXQWD�SULQFLSDO�p�D�VHJXLQWH��6H�WLYpVVHPRV�TXH�FULDU�D�
HPSUHVD�KRMH��FRPR�IDUtDPRV"��2X��FRPR�UHVSRQGHUtDPRV�jV�SHUJXQWDV�
D��&RPR�GH¿QLU�R�REMHWLYR"
E��&RPR�HVWUXWXUDU�D�RUJDQL]DomR"
F��4XDLV�VHULDP�VHXV�SURFHVVRV"
G��4XHP�FRQWUDWDUtDPRV"
H��2�TXH�GHYHUi�VHU�IHLWR�SDUD�TXH�D�HPSUHVD�WHQKD�r[LWR"
PORDENTRODOTEMA
�
$�PHWRGRORJLD�GD�UHHQJHQKDULD�HVWi�GLUHWDPHQWH�UHODFLRQDGD�j�PXGDQoD��6DEH�VH�TXH�DR�DSOLFi�OD�p�QRUPDO�TXH�RFRUUDP�
UHVLVWrQFLDV��$�UHVLVWrQFLD�p�QDWXUDO��SULQFLSDOPHQWH�QR�kPELWR�GD�FXOWXUD�H�GRV�YDORUHV�GD�RUJDQL]DomR��FRQVWUXtGRV�DR�
ORQJR�GH�VXD�H[LVWrQFLD��
8.4.2 Condições para o êxito da Reengenharia
(VVH�SRQWR� p� IXQGDPHQWDO� SDUD� TXH�D� RUJDQL]DomR� FDPLQKH�QD�GLUHomR� FHUWD��6mR�SRQWRV� HVVHQFLDLV� D� VHUHP�
REVHUYDGRV�HP�WRGDV�DV�HWDSDV��RV�HVWXGRV�DSRQWDP�DV�HWDSDV�VHJXLQWHV��
,��(VWDEHOHFHU�XPD�PHWD�RXVDGD��GLQkPLFD�H�HPSUHHQGHGRUD�GH��GHVHPSHQKR�
,,�2�SULQFLSDO�H[HFXWLYR�GHYH�GHVWLQDU�SDUWH�VLJQL¿FDWLYD�GR�WHPSR�DR�SURMHWR�
,,,��'HYH�KDYHU�UHYLVmR�DEUDQJHQWH�VREUH�DV�QHFHVVLGDGHV�GR�FOLHQWH��FiOFXOR�GR�SRQWR�GH�HTXLOtEULR�HFRQ{PLFR�H�
WHQGrQFLDV�GR�PHUFDGR�
,9��,QGLFDU�H[HFXWLYR�GH�DOWR�QtYHO�SDUD�VHU�UHVSRQViYHO�SHOD�LPSODQWDomR��
9��5HDOL]DU�WHVWH�SLORWR�GR�SURMHWR�
'HYH�KDYHU�FXLGDGR�HVSHFLDO�H�QmR�GHYHP�VHU�SHUPLWLGRV�RV�IUDFDVVRV�HQXPHUDGRV�D�VHJXLU�
,��,QGLFDU�SHVVRDV�FRP�GHVHPSHQKR�PpGLR�QDV�DWLYLGDGHV�GH�UHVSRQVDELOLGDGH�GR�SURMHWR�
,,��&RQWURODU�DSHQDV�RV�UHVXOWDGRV�¿QDLV�GR�SODQR�
,,,��&RQWHPSRUL]DU�HP�IDYRU�GR�status quo�
,9��1mR�GDU�LPSRUWkQFLD�jV�FRPXQLFDo}HV�
8.4.3 Os méritos e os problemas da Reengenharia
1mR�Ki�G~YLGDV�GH�TXH�D�UHHQJHQKDULD�SHUPLWH�D�UHYLVmR�GH�WRGDV�DV�DWLYLGDGHV�H�HWDSDV��H�LVVR�p�IDYRUiYHO�SDUD�
TXDOTXHU�RUJDQL]DomR��LQFOXVLYH�VH�FRQVLGHUDUPRV�R�FHQiULR�DWXDO�GH�FRPSHWLWLYLGDGH��1R�HQWDQWR��Ki�GH�VH�UHFRQKHFHU�
TXH�XP�Q~PHUR�FUHVFHQWH�GH�DGPLQLVWUDGRUHV�GHVFREULX�TXH�WDQWR�D�4XDOLGDGH�7RWDO�FRPR�D�5HHQJHQKDULD�DSUHVHQWDP�
WUrV�OLPLWDo}HV��HQXPHUDGDV�SRU�/DFRPEH�H�+HLOERUQ��������S��������D�VDEHU�
PORDENTRODOTEMA
��
,��3DUWHP�GR�SUHVVXSRVWR�GH�TXH�SRGHP�VHU�GLVVRFLDGDV�GR�SHQVDPHQWR�HVWUDWpJLFR�GR�QHJyFLR�,,��7UDWDP�RV�SURFHVVRV�FRPR�LOKDV�GHVFRQHFWDGDV�GR�UHVWR�GR�QHJyFLR�
,,,��$�TXDOLGDGH�WRWDO�H�D�UHHQJHQKDULD�WLSLFDPHQWH�IRFDOL]DP�RV�HVIRUoRV�QRV�SURFHVVRV�RSHUDFLRQDLV�H�LJQRUDP�RV�SURFHVVRV�JHUHQFLDLV��
D�PDQHLUD�FRPR�RV�DGPLQLVWUDGRUHV�VXSHULRUHV�WRPDP��FRPXQLFDP��LPSOHPHQWDP��PRQLWRUDP�H�DMXVWDP�VXDV�GHFLV}HV�H�FRPR�HOHV�
PHGHP�H�UHFRPSHQVDP�R�GHVHPSHQKR��
0HVPR�FRP�DV�OLPLWDo}HV�DSUHVHQWDGDV��FRQWUDULDPHQWH��R�UHVXOWDGR�¿QDO�GR�WUDEDOKR�p�FRPSHQVDGRU��6H�IRU�WUDEDOKDGD�
FRQIRUPH�UHFRPHQGD�D� WpFQLFD�GD� IHUUDPHQWD��D�UHHQJHQKDULD�SRGHUi�SHUPLWLU�TXH�QHQKXPD�SDUWH�GR�SURFHVVR�VHMD�
FRORFDGD�j�PDUJHP�RX�TXH�RFRUUD�VHP�R�FRQKHFLPHQWR�GRV�HQYROYLGRV��$R�LGHQWL¿FDU�RV�SUREOHPDV��D�VROXomR�SDVVD�D�
VHU�XPD�TXHVWmR�GH�DWLWXGH��
8.4.4 As consequências sobre os empregados
1mR�Ki�D�PHQRU�G~YLGD�GH�TXH�XPD�GDV�FRQVHTXrQFLDV�¿QDLV�VHUi�D�LGHQWL¿FDomR�GR�UHWUDEDOKR��R�TXH�DXWRPDWLFDPHQWH�
SRGHUi�UHVXOWDU�HP�UHGXomR�GH�SHVVRDO��8P�GRV�SULQFLSDLV�EHQHItFLRV�GD�UHHQJHQKDULD�p�TXH�p�SRVVtYHO�ID]HU�PDLV�FRP�
PHQRV� SHVVRDV�� DR� UHIRUPXODU� RV� SURFHVVRV� H� DSHUIHLoRi�ORV��$� WHQGrQFLD� p� TXH� R� VHQWLGR�PRUDO� GRV� HPSUHJDGRV�
FDLD��D� LQVHJXUDQoD�DXPHQWH��D� OHDOGDGH�H�D�FRQ¿DQoD�GLPLQXDP��6H�QmR�IRUHP�WRPDGRV�RV�GHYLGRV�FXLGDGRV�� LVVR�
SRGH�JHUDU� IDOWD�GH�FRPSURPHWLPHQWR�H�PRWLYDomR��HVSHFLDOPHQWH�GXUDQWH�D�FRQVWUXomR�GR�SURFHVVR��7RGR�FXLGDGR�
p�SRXFR��$�YDQWDJHP�p�TXH�R�JHUHQWH�SRGHUi�LGHQWL¿FDU�FODUDPHQWH�TXDLV�VmR�RV�IXQFLRQiULRV�FRPSURPHWLGRV�FRP�D�
RUJDQL]DomR��TXH�SRGHUmR�VHU�DTXHOHV�SUHGLVSRVWRV�D�FXPSULU�WDUHIDV�VHP�D�YLVmR�GR�FRQMXQWR��IRFDGRV�H[FOXVLYDPHQWH�
QR�UHFHELPHQWR�GR�VDOiULR��VHP�PRWLYDomR�GH�FUHVFLPHQWR�H�DJUHJDomR�GH�YDORUHV��
8.5 Readministração: ferramentas utilizadas
6H�DQDOLVDUPRV�R�FRQMXQWR�GDV�SRVVLELOLGDGHV�H�DOWHUQDWLYDV�GH�IHUUDPHQWDV�GLVSRQtYHLV��QmR�Ki�D�PHQRU�G~YLGD�
GH� TXH� WHUtDPRV� TXH� HODERUDU� YiULDV� HQFLFORSpGLDV��$V� DOWHUQDWLYDV� GH� SHVTXLVDV� H� FRQKHFLPHQWRV� GLVSRQtYHLV� VmR�
YROXPRVDV��7RGDYLD��p� LPSRUWDQWH�REVHUYDU�TXH�D�DQiOLVH�GHYH�VHU� UHDOL]DGD�D�SDUWLU�GD� UHDO�QHFHVVLGDGH�GH�EXVFDU�
DOWHUQDWLYDV�GH�FRQKHFLPHQWRV�SRVVtYHLV�DSOLFiYHLV�HP�TXDOTXHU�TXH�VHMD�D�RUJDQL]DomR��(VVH� WHPD�QmR� WHP�FRPR�
REMHWLYR�DWHQGHU�D�QHFHVVLGDGHV�HVSHFt¿FDV��DR�FRQWUiULR��YLVD�RIHUHFHU�FRQGLo}HV�SDUD�TXH�R�SURFHVVR�VHMD�DSOLFiYHO�
HP�GLIHUHQWHV� RUJDQL]Do}HV� QR� FDPSR�GD�$GPLQLVWUDomR�� LQGHSHQGHQWHPHQWH� GH� VXD� HVSHFL¿FLGDGH��3RUWDQWR�� SDUD�
FRPSOHPHQWDU� R� HVWXGR�� YDPRV�GHVWDFDU� WUrV� IHUUDPHQWDV� Mi� FRPSURYDGDV� H� TXH� SRGHP�RWLPL]DU� RV� SURFHVVRV� HP�
TXDOTXHU�RUJDQL]DomR��FRPR�IRUPD�GH�FRPSOHPHQWR�RX�VHTXrQFLD�QD�FRQVWUXomR�GD�UHHQJHQKDULD�QDV�RUJDQL]Do}HV�
PORDENTRODOTEMA
��
8.5.1 Downsizing
2�Downsizing�p�XPD�IHUUDPHQWD�GH�JHVWmR�TXH�WUDEDOKD�D�UHGXomR�QR�WDPDQKR�GD�HPSUHVD��SULQFLSDOPHQWH�FRP�
UHODomR�DR�Q~PHUR�GH�HPSUHJDGRV�H�Q~PHUR�GH�FDUJRV�QR�QtYHO�KLHUiUTXLFR��GHQWUR�GD�HVWUXWXUD�RUJDQL]DFLRQDO��2�
SULQFLSDO�REMHWLYR�GHVVD�SUiWLFD�p�UHGX]LU�RV�FXVWRV�H�DXPHQWDU�D�ÀH[LELOLGDGH�H�DGDSWDELOLGDGH�GD�RUJDQL]DomR��e�XPD�
IHUUDPHQWD�TXH�WHP�YDQWDJHQV�H�GHVYDQWDJHQV��$V�JUDQGHV�YDQWDJHQV�VmR�D�UHRUJDQL]DomR��D�UHGXomR�GH�FXVWRV�H�D�
PHOKRULD�QD�DJLOLGDGH�GRV�SURFHVVRV��&RPR�GHVYDQWDJHP��RV�ULVFRV�HVWmR�UHODFLRQDGRV�j�SRVVtYHO�SHUGD�GH�know-how 
H�FRQKHFLPHQWR�QR�QHJyFLR�SRU�SHVVRDV�TXH�Mi�DWXDP�FRP�SURSULHGDGH�Ki�WHPSRV��1mR�VH�FRQVLGHUD�TXH�R�downsizing 
VHMD�XP�VLVWHPD�GH�JHVWmR��PDV�XP�SURMHWR�HVSHFt¿FR�GLUHFLRQDGR�SDUD�D�UDFLRQDOL]DomR�QRV�SURFHVVRV�DGPLQLVWUDWLYRV��
8PD�GLIHUHQoD�LPSRUWDQWH�HQWUH�R�Downsizing�H�D�5HHQJHQKDULD�p�TXH�D�UHHQJHQKDULD�YLVD�j�UHIRUPXODomR�GRV�SURFHVVRV�
e o downsizing�j�UHGXomR�GH�SHVVRDO�H�FXVWRV��$PERV�WrP�R�SDSHO�GH�PHOKRUDU�D�SURGXWLYLGDGH�H�D�H¿FLrQFLD�
8.5.2 Benchmarking
2�Benchmarking�p�FRQKHFLGR�FRPR�SDGUmR�RX�SRQWR�GH�UHIHUrQFLD�TXDQGR�VmR�FRPSDUDGRV�RV�SURGXWRV��VHUYLoRV��
SURFHVVRV�H�UHVXOWDGRV�HQWUH�GXDV�RX�PDLV�RUJDQL]Do}HV��,QGLFD�XP�UHIHUHQFLDO�GH�GHVHPSHQKR�RX�OLGHUDQoD��7HP�FRPR�
REMHWLYR�SULQFLSDO�D�PHOKRULD�QD�TXDOLGDGH��3DUD�LVVR��D�RUJDQL]DomR�EXVFD�GHVFREULU�FRPR�XPD�HPSUHVD�QR�PHVPR�QtYHO�
FRQVHJXH�REWHU�PHOKRUHV�UHVXOWDGRV��SURGX]LU�PDLV�H�REWHU�PHQRUHV�FXVWRV�GR�TXH�D�RXWUD��([LVWHP�YiULDV�GH¿QLo}HV�
para o Benchmarking��H�D�PDLV�SRSXODU�p�³D�SURFXUD�H�LPSOHPHQWDomR�SRU�PHOKRUHV�SUiWLFDV´��2V�WLSRV�GH�Benchmarking 
PDLV�XWLOL]DGRV�QR�PHUFDGR�VmR�
,��,QWHUQR��FRPSDUDomR�HQWUH�RSHUDo}HV�VHPHOKDQWHV�QD�SUySULD�RUJDQL]DomR�
,,��&RPSHWLWLYR��FRPSDUDomR�FRP�RV�PHOKRUHV�QR�VHWRU��FRPSHWLGRUHV�H�OtGHUHV�GH�PHUFDGR�
,,,��)XQFLRQDO��FRPSDUDomR�GH�SUiWLFDV�H�SURFHVVRV�IXQFLRQDLV�HQWUH�HPSUHVDV��QmR�QHFHVVDULDPHQWH�FRPSHWLGRUDV�
RX�HPSUHVDV�GR�PHVPR�UDPR�
,9��3URFHVVR�JHQpULFR��FRPSDUDomR�GH�PpWRGRV�H�SURFHVVRV�GH�WUDEDOKR�FRP�DTXHOHV�XWLOL]DGRV�SRU�HPSUHVDV�GH�
SRQWD��LQRYDGRUDV�H�FRQKHFLGDV�SRU�XWLOL]DU�DV�PHOKRUHV�SUiWLFDV�
1D�SUiWLFD��R�Benchmarking�QmR�p�QDGD�PDLV�GR�TXH�DSUHQGHU�FRP�D�H[SHULrQFLD�DOKHLD��VHMD�HOD�FRQFRUUHQWH�RX�QmR�
PORDENTRODOTEMA
��
8.5.3 Tecnologia da Informação (TI)
3DUD�TXH�D�UHHQJHQKDULD�SRVVD�VHU�HIHWLYD�QDV�RUJDQL]Do}HV��UHFRUUH�DR�XVR�LQWHQVLYR�GD�WHFQRORJLD�GD�LQIRUPDomR��
TXH�SHUPLWH�jV�HPSUHVDV� IXQFLRQDUHP�GH� IRUPD�DXW{QRPD�HP�VXDV�XQLGDGHV�GH�QHJyFLRV��GHQWUR�GH�XP�SURFHVVR�
GHVFHQWUDOL]DGR�� PDV� VHP� GHVPHUHFHU� D� FHQWUDOL]DomR� TXH� VXVWHQWD� D� HFRQRPLD� GH� HVFDOD�� QR� FDVR� GDV� JUDQGHV�
RUJDQL]Do}HV��2XWUR�DVSHFWR�IDYRUiYHO�p�D�GHSDUWDPHQWDOL]DomR�SRU�FOLHQWHOD��iUHD�JHRJUi¿FD��SURGXWRV�RX�VHUYLoRV��HP�
YH]�GH�GHSDUWDPHQWDOL]DomR�IXQFLRQDO��8P�GRV�SRQWRV�FKDYH�GD�7,�p�D�TXDOL¿FDomR�GRV�SUR¿VVLRQDLV��&XPSUH�GHVWDFDU�
TXH�RV�SUR¿VVLRQDLV�SUHFLVDP�VHU�SUHSDUDGRV�FRP�FRQKHFLPHQWRV�DEUDQJHQWHV��R�TXH�SURSRUFLRQDUi�D�SRVVLELOLGDGH�GH�
SUHVWDU�XP�VHUYLoR�PHOKRU�FRP�PHQRV�SHVVRDV��2V�FHQWURV�GH�UHVXOWDGRV�VmR�XP�GDGR�PXLWR�XVDGR�QD�7,��VHP�SHUGD�
GH�FRQWUROH�H�GDV�LQIRUPDo}HV�SHOD�DGPLQLVWUDomR�FHQWUDO��$�LQWHJUDomR�GDV�LQIRUPDo}HV�H�GDGRV�VH�WRUQD�PDLV�IiFLO�GH�
HQWHQGHU�H�LQWHUSUHWDU��$�IDFLOLGDGH�QR�DFHVVR�j�LQIRUPDomR�DMXGD�QD�PHOKRULD�GRV�SURFHVVRV�HP�WRGD�D�RUJDQL]DomR��R�TXH�
SRGHUi�VHU�GLVSRQLELOL]DGR�SRU�PHLR�GH�UHODWyULRV��LQIRUPDo}HV�RQOLQH�HP�UHGH�GH�FRPSXWDGRUHV��XVR�GH�WHOHFRQIHUrQFLDV��
integração entre as unidades operacionais sem perda de autonomia, redução no custo das viagens, comunicação rápida 
H�IiFLO��DOpP�GH�RXWURV�EHQHItFLRV�LQFDOFXOiYHLV�
$�WDEHOD�D�VHJXLU�GHPRQVWUD�D�LPSRUWkQFLD�H�RV�EHQHItFLRV�SRVVtYHLV�QR�XVR�GD�WHFQRORJLD�QRV�SURFHVVRV�GH�UHHQJHQKDULD�
Tabela 8.1�7HFQRORJLD�GD�,QIRUPDomR��LPSDFWRV�H�H[SOLFDo}HV
Impacto ([SOLFDomR
$XWRPDFLRQDO 'LPLQXLomR�GR�WUDEDOKR�KXPDQR�
,QIRUPDFLRQDO &DSWDomR�RQOLQH�GD�LQIRUPDomR�VREUH�RV�SURFHVVRV�
6HTXHQFLDO 0RGL¿FDU�D�VHTXrQFLD�GH�SURFHVVR�RX�SRVVLELOLWDU�R�SDUDOHOLVPR�
$FRPSDQKDPHQWR 6XSHUYLVmR�ULJRURVD�GD�PRQLWRUDomR�GR�SURFHVVR�
$QDOtWLFR 0HOKRUD�GD�DQiOLVH�GD�LQIRUPDomR�H�WRPDGD�GH�GHFLVmR�
*HRJUi¿FR &RRUGHQDomR�GRV�SURFHVVRV�D�GLVWkQFLD�
Integrativo &RRUGHQDomR�HQWUH�WDUHIDV�H�SURFHVVRV�
Intelectual &DSWDomR�H�GLVVHPLQDomR�GH�EHQV�LQWHOHFWXDLV�
Desintermediação (OLPLQDomR�GH�LQWHUPHGLiULRV�HP�XP�SURFHVVR�
)RQWH��'DYHQSRUW��������
PORDENTRODOTEMA
��
ACOMPANHENAWEB
Como Fazer uma Reengenharia de Processos de Negócios
‡� $VVLVWD�DR�YtGHR�&RPR�)D]HU�XPD�5HHQJHQKDULD�GH�3URFHVVRV�GH�1HJyFLRV��GHVHQYROYLGR�
SRU�(GXDUGR�)DJXQGHV��(VWH�YtGHR�DSUHVHQWD�XPD�DERUGDJHP�DWXDOL]DGD�VREUH�D�FRQVWUXomR�GD�
5HHQJHQKDULD�GH�3URFHVVRV�H�3URMHWRV�FRP�PHOKRULDV�H�DJLOLGDGH�QD�JHVWmR�
'LVSRQtYHO�HP���KWWSV���ZZZ�\RXWXEH�FRP�ZDWFK"Y :8�Z(4-E)ZV>��$FHVVR�HP�����MDQ�������
7HPSR��������
Reengenharia na Prática 1
‡� $VVLVWD�DR�YtGHR�5HHQJHQKDULD�QD�3UiWLFD����SURGX]LGR�SRU�5REHUWR�)OiYLR�0RU��(VWH�YtGHR�
DSUHVHQWD�XPD�IRUPD�VLVWHPiWLFD�GH�LPSODQWDomR�GD�5HHQJHQKDULD�QD�SUiWLFD��FRP�GH]�SURFHVVRV�
H�VHWH�DPELHQWHV�GH�PHUFDGR�
'LVSRQtYHO�HP���KWWSV���ZZZ�\RXWXEH�FRP�ZDWFK"Y X0QX0�';+,�>��$FHVVR�HP�����MDQ�������
7HPSR��������
Princípios da Reengenharia Aplicáveisà Administração Pública
‡� /HLD�R�DUWLJR�3ULQFtSLRV�GD�5HHQJHQKDULD�$SOLFiYHLV�j�$GPLQLVWUDomR�3~EOLFD��GHVHQYROYLGR�
SHOD�'UD��9LROHWD�0DUTXHV�6LOYD�/LPD�H�SHOD�0HVWUDQGD�3DWUtFLD�0��/��3HVVRD�$TXLQR��(VVH�DUWLJR�
H[SODQD�GH�IRUPD�VLPSOHV�RV�SDVVRV�GD�HQJHQKDULD�QD�$GPLQLVWUDomR�3~EOLFD�FRP�D�YLVmR�GR�
FRQMXQWR��DERUGDQGR�LQFOXVLYH�R�FRQFHLWR�GD�DSOLFDELOLGDGH�QR�VHWRU�SULYDGR�
'LVSRQtYHO�HP���KWWS���ZZZ�DQJUDG�RUJ�EU�BUHVRXUFHV�ILOHV�BPRGXOHV�SURGXFDR�
SURGXFDRB���B���������������H�F�SGI>��$FHVVR�HP�����MDQ�������
��
Uma Minoria por Todos 6 – Reengenharia Administrativa da Máquina Pública 
Federal
‡� $VVLVWD�DR�YtGHR�8PD�0LQRULD�SRU�7RGRV���±�5HHQJHQKDULD�$GPLQLVWUDWLYD�GD�0iTXLQD�3~EOLFD�
)HGHUDO�� TXH� FRQVLVWH� QR� GLVFXUVR� GR� 'HSXWDGR� )HGHUDO�$QW{QLR� &DUORV� 0HQGHV� 7KDPH�� 2�
discurso apresenta uma proposta de redução de custos com otimização de recursos voltados 
SDUD�LQYHVWLPHQWRV�QD�PiTXLQD�S~EOLFD��1mR�DERUGD�SURFHVVRV�FLHQWt¿FRV��PDV�SHUPLWH�WHU�XPD�
LGHLD�GR�SRQWR�GH�SDUWLGD�D�SDUWLU�GH�XPD�QHFHVVLGDGH�
'LVSRQtYHO�HP���KWWSV���ZZZ�\RXWXEH�FRP�ZDWFK"Y �/�X)'<�K14>��$FHVVR�HP�����MDQ�������
7HPSR��������
Curso Gestão Plena – Módulo 4 – Reengenharia
‡� $FHVVH�R�YtGHR�&XUVR�*HVWmR�3OHQD�±�0yGXOR���±�5HHQJHQKDULD��GHVHQYROYLGR�SRU�5REHUWR�
)OiYLR�0RU��(VVH�YtGHR�WUDEDOKD��FRP�SURSULHGDGH��RV�SULQFLSDLV�DVSHFWRV�FRQFHLWXDLV�H�WHRULDV�
DGPLQLVWUDWLYDV�TXH�VXVWHQWDP�D�5HHQJHQKDULD�
'LVSRQtYHO�HP���KWWSV���ZZZ�\RXWXEH�FRP�ZDWFK"Y �,OI*\46<2�>��$FHVVR�HP�����MDQ�������
7HPSR��������
ACOMPANHENAWEBACOMPANHENAWEB
��
Questão 1
'LDQWH�GRV�GHVD¿RV�GD�PRGHUQLGDGH��DV�HPSUHVDV�EXVFDP�SHUPDQHQWHPHQWH�QRYRV�PHLRV�GH�PHOKRUDU�D�SURGXWLYLGDGH��FRP�
UDFLRQDOL]DomR�GH�FXVWRV��$�SDUWLU�GH�VXD�H[SHULrQFLD�SHVVRDO��GLVFRUUD�VREUH�D�LPSRUWkQFLD�GH�FRQVLGHUDU�DV�QRYDV�IHUUDPHQWDV�
SDUD�HQIUHQWDU�RV�GHVD¿RV�TXH�H[LJHP�FDSDFLGDGH�GH�PHOKRUDU�D�FRPSHWLWLYLGDGH�QDV�RUJDQL]Do}HV�
Questão 2
6DEH�VH�TXH�D�5HHQJHQKDULD�p�XPD�IHUUDPHQWD�TXH�HQYROYH�WRGD�D�RUJDQL]DomR��3DUD�PHOKRU�HQWHQGLPHQWR�VREUH�R�YHUGDGHLUR�
SDSHO�GD�5HHQJHQKDULD��TXDO�p�D�DOWHUQDWLYD�TXH�PHOKRU�GHVFUHYH�HVVH�FRQFHLWR"
a) )HUUDPHQWD�GH�FRQWURඇH�JHUHQFLDඇ�FRP�R�REMHWLYR�GH�PHඇKRUDU�D�SURGXWLYLGDGH�
b) 6LVWHPD�TXH�WHP�FRPR�SULQFLSDඇ�REMHWLYR�SRVLFLRQDU�D�HPSUHVD�FRPR�ඇtGHU�QR�PHUFDGR�
c) )HUUDPHQWD�TXH�YLVD�GHVHQYRඇYHU�FRPSHWrQFLDV�QRV�FRඇDERUDGRUHV�TXH�DSUHVHQWDP�SRWHQFLDඇ�GH�GHVHQYRඇYLPHQWR�SHVVRDඇ�
d) &RQFHLWR�TXH�RIHUHFH�DR�JHVWRU�IHUUDPHQWDV�H�PHFDQLVPRV�SDUD�TXHEUDU�SDUDGLJPDV�
e) 6LVWHPD�HVWUXWXUDGR�SDUD�UHGHVHQKDU�SURFHVVRV��SDUD�D�PHඇKRULD�QD�TXDඇLGDGH�GRV�VHUYLoRV�LQWHUQRV��FRP�UDFLRQDඇL]DomR�GH�
FXVWRV�H�RWLPL]DomR�GH�UHVXඇWDGRV��WRUQDQGR�R�VHUYLoR�PDLV�iJLඇ�H�HIHWLYR�QDV�RUJDQL]Do}HV�
Instruções:
$JRUD��FKHJRX�D�VXD�YH]�GH�H[HUFLWDU�VHX�DSUHQGL]DGR��$�VHJXLU��YRFr�HQFRQWUDUi�DOJXPDV�TXHVW}HV�GH�P~OWLSOD�
HVFROKD�H�GLVVHUWDWLYDV��/HLD�FXLGDGRVDPHQWH�RV�HQXQFLDGRV�H�DWHQWH�VH�SDUD�R�TXH�HVWi�VHQGR�SHGLGR�
I t õ
AGORAÉASUAVEZ
��
Questão 3
$�7HFQRORJLD�GD�,QIRUPDomR�WHP�VLGR�PXLWR�XWLOL]DGD�FRPR�DOWHUQDWLYD�GH�UHVXOWDGRV��e�H[SORUDGD�WDQWR�QRV�PHLRV�DFDGrPLFRV��
FRPR�QR�DPELHQWH�RUJDQL]DFLRQDO��'HQWUH�DV�DOWHUQDWLYDV�D�VHJXLU��TXDO�GHODV�H[SUHVVD�FRP�PDLV�H[DWLGmR�R�SDSHO�GD�7,"
a) ÈUHD�TXH�XWLඇL]D�IHUUDPHQWDV�WHFQRඇyJLFDV��FRP�R�REMHWLYR�GH�IDFLඇLWDU�D�FRPXQLFDomR��H�TXH�LQWHJUD�DV�Do}HV��FRP�R�REMHWLYR�
GH�DWHQGHU�j�H[SHFWDWLYD�GRV�LQYHVWLGRUHV��DWLQJLQGR�PHWDV�H�REMHWLYRV�QR�WHPSR�H�QD�TXDQWLGDGH�SඇDQHMDGRV�
b) ÈUHD�XWLඇL]DGD�FRPR�VXSRUWH�GH�LQIRUPiWLFD�QD�SDUWH�GH�LQIUDHVWUXWXUD�DRV�XVXiULRV�
c) 7UDEDඇKR�UHVHUYDGR�SDUD�R�DWHQGLPHQWR�DRV�XVXiULRV�GH�ZHEVLWHV�H�LQWUDQHW�QDV�RUJDQL]Do}HV�
d) 8WLඇL]DGD� SDUD� HඇDERUDU� RUoDPHQWRV� HPSUHVDULDLV� H� LQWHJUDU� LQIRUPDo}HV� HQWUH� XQLGDGHV� GH� QHJyFLRV� GR� PHVPR� JUXSR�
HPSUHVDULDඇ�
e) 6RIWZDUH�XWLඇL]DGR�SDUD�LQWHJUDU�DV�Do}HV�QDV�RUJDQL]Do}HV��3DUD�TXH�D�7ආ�VHMD�H¿FD]��WRGRV�RV�IXQFLRQiULRV�SUHFLVDP�SDVVDU�
SRU�XP�VHYHUR�WUHLQDPHQWR�H�TXDඇL¿FDomR�SUR¿VVLRQDඇ�
Questão 4
3DUD�TXH�DV�HPSUHVDV�VH�WRUQHP�FRPSHWLWLYDV�p�SUHFLVR��DOpP�GH�UHFRUUHU�j�FULDWLYLGDGH��UHGX]LU�FXVWRV��$VVLP��R�SUHoR�¿QDO�¿FD�
PHQRU�H�D�HPSUHVD�FRQVHJXH�DXPHQWDU�D�VXD�SDUWLFLSDomR�QR�PHUFDGR��([LVWHP�IHUUDPHQWDV�GLYHUVDV�SDUD�VH�WUDEDOKDU�RV�UH-
VXOWDGRV��FRP�UHGXomR�GH�SHVVRDO�H�UHGXomR�GH�FXVWRV�QRV�SURGXWRV��'HQWUH�DV�IHUUDPHQWDV�D�VHJXLU��TXDO�p�D�PDLV�H¿FD]�QD�
UHGXomR�GH�FXVWRV"
a) 6HLV�6LJPD�
b) 4XDඇLGDGH�7RWDඇ�
c) ආ62������
d) Downsizing�
e) 7HFQRඇRJLD�GD�ආQIRUPDomR�
AGORAÉASUAVEZ
��
Questão 5
6DEH�VH�TXH�WRGR�SURFHVVR�GH�PHOKRULD�HP�EXVFD�GD�TXDOLGDGH�WRWDO�H[LJH�PXGDQoD�GH�FXOWXUD�H�GH�YtFLRV�QDV�RUJDQL]Do}HV��
SULQFLSDOPHQWH�QDV�PDLV�DQWLJDV��TXH�Ki�PXLWR�WHPSR�QmR�SDVVDP�SRU�SURFHVVRV�GH�PXGDQoDV��2�PHUFDGR�p�GLQkPLFR�H�H[LJH�
GDV�HPSUHVDV�DGHTXDomR�DRV�GHVHMRV�GRV�FRQVXPLGRUHV��7HQGR�HP�YLVWD�D�UHDOLGDGH�GDV�RUJDQL]Do}HV��R�FRPSRUWDPHQWR�GDV�
SHVVRDV�GLDQWH�GDV�PXGDQoDV�H�R�QtYHO�GH�SUHVVmR�SDUD�TXH�R�WUDEDOKR�SRVVD�ÀXLU�FRP�DJLOLGDGH��SUHFLVmR�H�H¿FiFLD��GHVFUHYD�
DV�FRQVHTXrQFLDV�TXH�SRGHP�RFRUUHU�TXDQGR�XPD�HPSUHVD�H[LJH�R�UHGHVHQKR�GH�VHXV�SURFHVVRV�DGPLQLVWUDWLYRV�
AGORAÉASUAVEZ
1HVWH�WHPD�YRFr�WHYH�D�RSRUWXQLGDGH�GH�HQWHQGHU�FRPR�IXQFLRQD�D�5HHQJHQKDULD�HQTXDQWR�SURFHVVR�GH�PHOKRULD�
FRQWtQXD�QD�iUHD�DGPLQLVWUDWLYD��7HYH�D�RSRUWXQLGDGH�GH�SHUFHEHU�R�TXDQWR�p�LPSRUWDQWH�SDUD�D�HPSUHVD�SDUDU��DYDOLDU�R�
TXH�HVWi�VHQGR�IHLWR��FRPR�HVWi�VHQGR�IHLWR�H�UHWRPDU�WRGRV�RV�SURFHGLPHQWRV�YLVDQGR�j�HIHWLYLGDGH�GDV�DWLYLGDGHV�QD�
RUJDQL]DomR��1R�GHVHQYROYLPHQWR�GR�WHPD�IRL�SRVVtYHO�GHWDOKDU�SRQWRV�LPSRUWDQWHV�GD�5HHQJHQKDULD��VXDV�FRQWULEXLo}HV�
H�SUREOHPDV��R�OHYDQWDPHQWR�GH�QHFHVVLGDGHV�H�WRGR�R�SURFHVVR�GH�LPSODQWDomR��EHP�FRPR�VXDV�FRQVHTXrQFLDV��2�
TXH�QmR�SRGHULD�¿FDU�GH�IRUD�p�R�FRQFHLWR�GH�downsizing��DR�FRQVLGHUDU�TXH�QmR�Ki�FRPR�GHVHQYROYHU�XPD�SUiWLFD�GH�
UHHQJHQKDULD�VHP�HQ[XJDU�D�PiTXLQD�DGPLQLVWUDWLYD�
FINALIZANDO
J J T
REFERÊNCIAS
'$9(13257��7KRPDV��Reengenharia de processos��FRPR�LQRYDU�QD�HPSUHVD�DWUDYpV�GD�WHFQRORJLD�GD�LQIRUPDomR�����HG��5LR�
GH�-DQHLUR��&DPSXV�������
)$*81'(6��(GXDUGR��&RPR�)D]HU�XPD�5HHQJHQKDULD�GH�3URFHVVRV�GH�1HJyFLRV��YouTube���������'LVSRQtYHO�HP���KWSV���ZZZ�
\RXWXEH�FRP�ZDWFK"Y :8�Z(4-E)ZV>��$FHVVR�HP�����MDQ�������
��
/$&20%(��)UDQFLVFR� -RVp�0DVVHW��+(,/%251��*LOEHUWR� /XL]� -RVp��Administração Princípios e Tendências�� ��� HG�� UHYLVWD� H�
DWXDOL]DGD��6mR�3DXOR��6DUDLYD��������
/,0$�� 9LROHWD� 0DUTXHV� 6LOYD�� $48,12�� 3DWUtFLD� 0�� /�� 3HVVRD� GH�� Princípios da Reengenharia Aplicáveis à Administração 
Pública��8QLYHUVLGDGH�)HGHUDO�GD�3DUDtED��V�G��'LVSRQtYHO�HP���KWWS���ZZZ�DQJUDG�RUJ�EU�BUHVRXUFHV�¿OHV�BPRGXOHV�SURGXFDR�
SURGXFDRB���B���������������H�F�SGI>��$FHVVR�HP�����MDQ��������
0$;,0,$12��$QW{QLR�&HVDU�$PDUX��Teoria Geral da Administração�����HG��6mR�3DXOR��$WODV�������
025��5REHUWR�)OiYLR��&XUVR�*HVWmR�3OHQD�±�0yGXOR���±�5HHQJHQKDULD��YouTube��������'LVSRQtYHO�HP���KWWSV���ZZZ�\RXWXEH�
FRP�ZDWFK"Y �,OI*\46<2�>��$FHVVR�HP�����MDQ��������
025�� 5REHUWR� )OiYLR�� 5HHQJHQKDULD� QD� 3UiWLFD� ��� YouTube�� ������ 'LVSRQtYHO� HP�� �KWWSV���ZZZ�\RXWXEH�FRP�
ZDWFK"Y X0QX0�';+,�>��$FHVVR�HP�����MDQ�������
7+$0(��$QW{QLR�&DUORV�0HQGHV��8PD�0LQRULD�SRU�7RGRV���±�5HHQJHQKDULD�$GPLQLVWUDWLYD�QD�0iTXLQD�)HGHUDO��YouTube��������
'LVSRQtYHO�HP���KWWSV���ZZZ�\RXWXEH�FRP�ZDWFK"Y �/�X)'<�K14>��$FHVVR�HP�����MDQ�������
REFERÊNCIAS
GLOSSÁRIO
Redesenho dos processos: sistemática utilizada nas organizações com a prática de reavaliar todos os processos 
internos, verificar como funcionam, avaliar como devem ser e reescrever no novo formato, com o objetivo de buscar 
melhores resultados, agilidade e redução de custos para as empresas. O redesenho dos processos é o principal 
instrumento utilizado na Reengenharia.
Oligopólios: grupo de poucas empresas de um mesmo segmento que se unem para controlar o preço de venda de 
determinado mercado. A prática do oligopólio pode ocorrer na comercializaçãode produtos ou serviços.
Status quo: termo originário do latim que significa “no estado em que as coisas estavam antes”.
��
GABARITO
Questão 1
Resposta: �1D�UHVSRVWD��YRFr�GHYH�OHYDU�HP�FRQVLGHUDomR�D�FDSDFLGDGH�TXH�XPD�HPSUHVD�WHP�RX�GHYH�GHVHQYROYHU�
SDUD�DSURYHLWDU�DR�Pi[LPR�R�SRWHQFLDO�GH�VHXV� IXQFLRQiULRV��FRPR�GLPLQXLU�FXVWRV�H�DXPHQWDU�D�VXD�SDUWLFLSDomR�QR�
PHUFDGR��8PD�GDV�SRVVLELOLGDGHV�GH�FRPSDUWLOKDPHQWR�p�R�XVR�GDV�QRYDV�IHUUDPHQWDV�H�WHFQRORJLDV�
Questão 2
Resposta: $OWHUQDWLYD�(�
$�UHHQJHQKDULD�FULD�PHFDQLVPRV�GH�DQiOLVH�H�PHOKRULD�QRV�SURFHVVRV�DGPLQLVWUDWLYRV�H�QD�SUySULD�OLQKD�GH�SURGXomR�
Questão 3
Resposta: $OWHUQDWLYD�$�
$�7HFQRORJLD�GD�,QIRUPDomR�HVWi�GLUHWDPHQWH�UHODFLRQDGD�j�LQWHJUDomR�GH�Do}HV�FRRUGHQDGDV�H�j�FRPXQLFDomR�H¿FD]�
GHQWUR�GDV�RUJDQL]Do}HV��SRU�PHLR�GH�UHFXUVRV�WHFQROyJLFRV�FRP�D�¿QDOLGDGH�GH�DWLQJLU�PHWDV�H�REMHWLYRV�GRV�VyFLRV�H�
LQYHVWLGRUHV�
Questão 4
Resposta: $OWHUQDWLYD�'��
$�PHOKRU�IHUUDPHQWD�SDUD�UHGX]LU�SHVVRDV�H�FXVWRV�QRV�SURGXWRV�p�R�Downsizing�
Questão 5
Resposta: 3DUD�UHVSRQGHU�D�HVVD�TXHVWmR��SURFXUH�FRPSDUDU�RV�FRQFHLWRV�DSUHQGLGRV�QHVWH�WHPD�H�UHODFLRQDU�D�DOJXPD�
H[SHULrQFLD�TXH�H[LJLX�PXGDQoD�HP�VXD�YLGD�SUR¿VVLRQDO�RX�PHVPR�SHVVRDO�
3RVVLELOLGDGHV�GH�UHVSRVWDV�VREUH�DV�FRQVHTXrQFLDV�GR�UHGHVHQKR�GH�SURFHVVRV�
��
$V�FRQVHTXrQFLDV�SRGHP�VHU�ERDV�RX�QmR��GHSHQGHQGR�GD�IRUPD�GH�OLGDU�H�GD�DWLWXGH�TXH�FDGD�XP�WHP�GLDQWH�GDV�
PXGDQoDV��([HPSOR�
���2�IXQFLRQiULR�WHP�D�RSRUWXQLGDGH�GH�YLVXDOL]DU�R�TXH�HUD�H[HFXWDGR�DXWRPDWLFDPHQWH�H�PHOKRUDU�R�VHX�GHVHPSHQKR�
FRP�RXWUR�ROKDU�HP�VXDV�WDUHIDV��$�SDUWLU�GHVVD�QRYD�YLVmR��D�WHQGrQFLD�p�TXH�KDMD�PHOKRULD�QRV�UHVXOWDGRV�
���2� UHGHVHQKR�SHUPLWH� LGHQWL¿FDU� IDOKDV��$OJXQV�HQWHQGHP�R� UHFRQKHFLPHQWR�GDV� IDOKDV� FRPR�DOJR�TXH�SHUPLWH� R�
FUHVFLPHQWR� H� DPDGXUHFLPHQWR� SUR¿VVLRQDO�� RXWURV� WrP� YHUJRQKD� GH� GHPRQVWUDU� TXH� HVWDYDP� HUUDGRV��$� IDOWD� GH�
KXPLOGDGH��jV�YH]HV��QmR�SHUPLWH�TXH�DV�SHVVRDV�PXGHP�VXDV�DWLWXGHV�SDUD�PHOKRU�
���8PD�GDV�DWLWXGHV�PDLV�FRPXQV�QRV�SURFHVVRV�GH�PXGDQoD�H�UHGHVHQKR�GH�SURFHVVRV�p�D�³UHVLVWrQFLD�jV�PXGDQoDV´��
(VVH�SURFHVVR�WLUD�DV�SHVVRDV�GD�]RQD�GH�FRQIRUWR�

Outros materiais