Gerenciamento de riscos aplicado à contratação e gestão contratual de serviços terceirizados de limpeza em uma instituição pública de ensino

Abstract

The research describes the importance of identifying, analyzing and evaluating the risks contained in the process outsourced cleaning services in a public educational institution, in order to subsidize information to the organization so that they can prevent and mitigate constant failures in the process, from hiring to contract management. The theme is shown to be a significant issue today, as organizations increasingly seek effective process improvement, with due control of variables that may interfere with the execution of procedures. Thus, it is of great relevance to seek answers to the following questions: How to identify, analyze and evaluate the risks involved in the process of contracting and contract management cleaning services of IFMT and what is the best form of risk management applicable to this process? Thus, the general objective of the research address to develop a systematic procedure for risk management applicable to the process of contracting and contract management cleaning services of the institution that provides knowledge for the practice of risk management in the institution's processes. The study has an applied nature, proposes the generation of technological artifacts and has a qualitative approach. As to the objectives, the research was classified as descriptive and exploratory, as it proposes to identify, expose and describe the facts or phenomena of reality, providing greater contact with the problem situation. The techniques used in the research to reach its objectives were systematic review of the literature; documentary survey; participant observation; self-application questionnaire; structured “what if” technique; risk map of the institution; prioritization of risks; “5 whys” methodology; brainstorming; process risk matrix; and adapted FMEA. The risk management tools used are guided by ISO 31010. As for the scientific method, the research makes use of the hypothetical-deductive model, which allows the researcher greater support for decisions about his investigation, generating conjectures related to the objective and validating them (or not). Through the research, it was possible to perform the identification, analysis and assessment of risks in the process of contracting and contractual management of cleaning services at the institution. The completion of these steps allowed the elaboration of a risk matrix for the identified events and provided the application of a tool adapted from the FMEA of the most critical risks, generating knowledge and information for the institution. With the completion of the proposed stages of the study, a systematic procedure was then developed for the risk assessment process in the process of outsourced cleaning services of the institution. Therefore, the research provided subsidies to the institution for decision-making, and mainly provided contributions to the practice of the risk management process at the institutional level. The federal public administration has been increasingly required to demonstrate its actions with transparency and effectiveness. Risk management, established for the public administration through legal instruments, aims to assist in institutional processes, supporting efficient results. In view of the difficulties encountered in applying the regulations in the institution's day-by-day activities, there is a need for techniques to facilitate actions. Therefore, the proposal presented aims to demonstrate the risks that exist in the process, especially those that are most critical that can harm the process of contracting and contractual management of outsourced services, offering analysis and evaluation, contributing to the mitigation of some events and mitigation of failures during the process. The actions represent the effective and realistic performance of risk management in this process of the institution, causing an impact within the scope of the IFMT and in the Federal Public Administration as a whole. The proposal presents an original bias to the institution, which has been concerned in meeting the legal requirements of risk management for envisioning the qualities involved in this system. The research proposal manifested in the context of risk management effectiveness in public institutions, in order to make the actions of identification, analysis and assessment of risks something practical, simple, real and usual in the day-by-day of institutions, generating greater utilization of the benefits of this very important technique. Due to the familiarity of the research theme in other federal educational institutions, there is the possibility of replicating the techniques and approaches proposed by the research, as well as adaptations for application in similar processes in the institution itself and other entities. The contributions of this research fall within the line of scientific and technological action of Strategy and Operations. The technical/technological product elaborated by the research resulted in a systematic procedure for the risk assessment process in outsourced services processes, which aims to provide information to organizations for the risk treatment process. It classified in Axis 1 - Products and Processes of the Qualis Technical/Technological Summary, seeking the innovation criterion due to the applicability of appropriate risk management tools and approaches for use in administrative processes of public management, demystifying the complexity of the realization of methods applied to organizational reality.