Padronização de Processos e Rotinas no Núcleo de Controle e Manutenção do Sistema de Pagamento

Abstract

The need for greater administrative efficiency in the public sector makes society increasingly require their managers and with it, awaken the use of standardized processes by mapping them. Thus enabling greater understanding of how products and services are created and providing improvements in the quality of their work. This study aimed to propose a manual process standardization and routines at the Center for Control and Maintenance Payment System of a Federal Brazilian Higher Education Institution. Therefore, a research of an applied nature, qualitative and exploratory approach, using as a case study method. The development of this study made many contributions to either the academic environment, with reflections and suggestions for future research, and for the institution, providing a tool - the Manual - which can allow the elimination of unnecessary activities and facilitate training and the dissemination of knowledge to new servers, acting as a practical guide.

Keywords

• standardization
• processes
• routines
• mapping