Fatores envolvidos na estruturação de um escritório de processos em uma organização pública

Abstract

Business Process Office (BPMO) has been structured in public organizations with the purpose of formalize BPM actions and increase the effectiveness of services delivery to citizens. Peculiarities inherent this context like little flexibility to change and stiffness of the organizational structure difficult the consolidation of BPMO. This article discusses the factors that influence positively and negatively the structuration of this unity. The research was conducted through an action research. The data were treated using techniques of grounded theory. The knowledge of factors and their reported interrelations can help to increase the chances of successful implementation of a Business Process Office.