Proposição de um método para a construção de um sistema de medição de desempenho dos processos do setor de transporte de uma Instituição Federal de Ensino Superior

Abstract

The availability of a wide range of information and easy access to the globalized market has driven the increase in the level of customer demand for higher quality products and services. Public organizations are also included in this context, responsible for playing a fundamental role in providing efficient and effective solutions for society's quests. To allow the continuous improvement of provided services, one perceives a trend of public administration in to import practices consolidated of private sector, such as process management and performance measurement. In this way, this research proposed to unit techniques of those two practices for the elaboration of a guiding method for the construction of a performance measurement system of the processes executed by the transport sector in a Brazilian Federal Institution of Higher Education. Based on knowledge acquired during the bibliographic research and guided by the Design Science Research methodology, the initial version of the method was developed and properly evaluated through its implementation in the sector under analysis. As a result, four critical processes were identified that should be prioritized: transport scheduling; transport realization; maintenance execution; vehicle fueling. Ten Performance indicators were approved to monitor them, subsequently arranged on a dashboard of indicators, providing the data monitoring in a dynamic, agile, and concise way. In the end, the information was standardized through the elaboration of standard operating procedures and an administrative manual. In this way, the proposed method proved to be effective in the face of the objectives set and provided the delivery of an important management tool for the measurement of the sector's performance, as well as has made available data that will be able to subsidize improvements in the area and make it more efficient. It is emphasized the possibility of replicating the method by other organizations in similar situations to the one presented and the contribution of research to the improvement of science, especially to the theme related to performance measurement systems.