Análise e desenho de processos da Direcção de Portagens na exploração de portagens Multi-Lane Free Flow

Abstract

This report aims at describing the project of surveying and mapping of processes and procedures of the toll exploration of Ascendi’s Directorate of Tolls, while focusing on the Multi-Lane Free Flow tolling system. The objective is to design and analyze processes and procedures defining and standardizing the best practices, promoting improvement changes and giving visibility and focus to processes and procedures, therefore removing emphasis on hierarchy. To this end, there was a general framework of Ascendi as well as a theoretical framework to the existing literature on the structures and functional approaches of organizations, processes orientation, the implementation of management approaches to process orientation and its requirements. The surveying and process mapping consisted of the survey and design of flow charts according to Ascendi’s own language and templates in order to normalize the information throughout the organization. The methodology of the survey of the procedures involved meetings with key users of the procedures, brainstorming sessions and usage of supporting documentation. This resulted in the drawing of procedures in the form of flowcharts, with a view of the sequence of tasks and their dependencies. There are limitations associated with such projects that should be corrected so that the project can be implemented effectively, including the management of resistance to change, the clear support of top management and clear communication of the project and its objectives for all targeted. The project portraying this report make explicit allowed various processes and procedures, standardize practices, identify improvement opportunities, apply them and strengthen and promote the spread of a targeted approach to the organization's business processes.

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