Análise e desenho de processos da Direção de Portagens na exploração e operação de portagens tradicionais

: visão da operação segundo uma abordagem de processos

Abstract

The aim of this report is to survey, map and analyze processes related with the Exploration of Traditional Tolls. Its goal is to give visibility to the processes of Direção de Portagens, creating or updating documentation, identifying and implementing improvements and control measures. A bibliographical research was conducted, based on the existing literature about business process management, implementation of a process-oriented view, change management and continuous improvement. The methodology consists on: understanding the current situation, consulting the involved parts and existing documentation; analyzing critically and defining the improvement opportunities; and redesign the procedures and documentation in order to have its to-be form. The result was the update and creation of procedure related documents, leading to a greater visibility of the processes of Direção de Portagens, assisting in the recognition of improvement opportunities, as well as the definition and systematization of activities. A greater visibility to the internal processes of the organization was given with the survey and mapping of processes, making it a valuable tool for the continuous improvement policy of the firm, as well as a lever for the implementation of a business process oriented management, with everything it implies.

Date of Award	2015
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Jorge Julião (Supervisor)