Process mapping: A case study in the contract sector of the Public Defender's office in the state of Amazonas

Abstract

The objective of the study was to analyze, from the perspective of process management, the bottlenecks in lease contracts at the Public Defender's Office of the State of Amazonas. It consists of an applied case study, with a descriptive qualitative approach, using Business Process Management (BPM) as the guiding methodology and the 5W1H quality tool to suggest improvements in the processes. The results identified the main bottlenecks as the lack of procedure and flowchart development, absence of a schedule for opening branches, low synergy and communication among employees, as well as a lack of clear roles for those responsible for the processes. It is considered that through process mapping and bottleneck identification, it was possible to propose the following actions to ensure the continuous improvement of the process: development of procedures and flows, organizational climate research, meetings to understand departmental demands, and the creation of an opening schedule for processes and alignment of deadlines.