A MODEL FOR EVALUATING IMPACT OF BUSINESS PROCESS MANAGEMENT ON ORGANIZATIONAL PERFORMANCE

Fabiana Dutra de Campos Souza

Resumo


Gerenciamento de Processos de Negócio (BPM) é capaz de organizar e estruturar uma empresa com foco na melhoria ou na garantia de desempenho, a fim de obter vantagem competitiva. BPM e desempenho são construtos amplos, controversos e que envolvem muitas variáveis, o que dificulta a definição de focos de atuação e priorização em projetos de melhoria. O presente estudo tem o objetivo de desenvolver um modelo para avaliar o impacto da gestão de processos de negócios no desempenho organizacional. Para conseguir isso, a base teórica necessária para conhecer os elementos que configuram BPM e as medidas que podem avaliar o sucesso de BPM no desempenho organizacional foi construída por meio de uma revisão sistemática da literatura (RSL). Os resultados da RSL permitiram escolher um universo menor de variáveis a serem consideradas na implantação de modelos BPM que impactam positivamente na performance organizacional e propor um modelo mais focado. Uma pesquisa entre gestores com experiência em BPM gerou dados sobre empresas industriais, de serviços, públicas e privadas sediadas no Brasil. A relevância estatística do modelo foi comprovada utilizando modelagem de equações estruturais (SEM). O modelo validado aponta que retorno sobre os ativos (ROA) e o uso de indicadores globais são as variáveis financeiras mais significantes. Produtividade, confiança no grupo, tempo de ciclo e queixas de cliente são as variáveis não financeiras mais impactantes. Os resultados também mostram que Governança e Alinhamento Estratégico apresentam um efeito positivo no Desempenho Financeiro e Não Financeiro e Tecnologia da Informação tem um efeito positivo apenas no Desempenho Financeiro. Estes resultados podem facilitar a definição de focos de atuação para gestores e direcionar pesquisadores rumo a modelos teóricos cada vez mais precisos. Um possível viés para identificar trabalhos mais relevantes, a amostra incluindo apenas empresas brasileiras e a adoção do método baseado na percepção dos respondentes são limitações desta pesquisa.


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