Gestão por processo: criação de ferramenta de avaliação do nível de maturidade no setor elétrico brasileiro

Abstract

Companies in the Brazilian electricity sector face enormous challenges such as combating energy losses, defaults and operational efficiency. The future scenario points to even more difficulties such as free market growth, alternative energy sources and possible regulatory changes, which will require even more effective processes to avoid punitive measures, loss of market and increase in Energy Losses mainly due to the increase in administrative losses. In order to act on Administrative Losses and improve operational efficiency, it is suggested to use Process Management, however, in addition to known problems that make it difficult to implement management by processes such as lack of organizational culture and resistance among employees, lack of real knowledge on the subject, the search for short-term results and the lack of self-knowledge of the level of maturity, the lack of a clearer understanding and the existence of multiple concepts exclude research on the theme of daily operational.This work aimed to create a tool that adheres to the electric sector from the most consolidated BPM tools in the market: BPMM - Business Process Management Maturity, CMMI - Capability Maturity Model Integration, MMGP - Maturity Model for Project Management, MEG - Management Excellence Model, COBIT - Control Objectives for Information and Related Technology and PEMM - Process and Enterprise Maturity Model. In order to reach the expected objective, 34 themes of these 6 tools were raised, later regrouped by similarity of concepts and regrouped in 24 themes. The areas of knowledge were unified in the tools studied and recreated 5 new more comprehensive dimensions that were: Knowledge Management, Corporate Governance, People Management, Strategic Alignment and Technology and Innovation. Based on the methodology of the bibliographic and documentary study of the new dimensions, a tool was build to evaluate the level of maturity in Process Management, and after applied as a case study through questionnaires in a company of the Brazilian´s electric sector. The results show that in the same company, there are several levels of maturity, revealing that the higher level of maturity corresponds to the lower deviation between the answers. It was also possible to demonstrate satisfactory and applicable practices to the electric sector that can contribute to raise the level of maturity in management by process.