A gestão de processos: um estudo de caso na Prefeitura Municipal de Santa Maria/RS

Abstract

The development of a management focused on efficiency and service quality requires the identification and analysis of all its processes. Thus, the present study aims to describe a general process of a municipal government and highlight the importance of understanding their interrelationship by public managers. This is a qualitative study that was based on a literature review followed by a field survey, conducted through visits and on-site observation. As a result it was observed that, in general, because it is a public need, suitability in implementing the legal and operational processes, ie professionalize its activities and servers to provide continuous improvement, to identify measures to control result and understanding of what really is a priority and adds that, in fact, value for service to the community. It is suggested to conduct a study on all the processes developed in the department of management and deployment processes.