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The use of process management based on a systemic approach


  • Luiz Afonso Storch
  • Elpídio Oscar Benitez Nara
  • Liane Mahlmann Kipper


Purpose - The use of management processes based on a systemic approach in the management of organizations aims the perception of the organizations in a more comprehensive way, integrating the various activities through the verification of the horizontal vision of the customer's satisfaction. But this perception is not easy to achieve. Thus, in order for the process management, a survey was conducted in the monitoring of performance indicators of a manufacturer of children's toys company, midsized, located in the Rio Pardo Valley, in the city of Santa Cruz do Sul, Rio Grande do Sul State – Brazil. Design/methodology/approach - It was evaluated the indicators used by the organization in the following dimensions: products, main processes, support processes, learning and growth, customer, strategy and plans, with the aim of permeating the vision of process management. From the results tabulation it was possible to realize the understanding of the process agents studied in relation to the business, mission, organizational vision and values, as well as establish indicators measured among which are the active, inactive and absent. Findings - At the end, the results of this research showed important facts perceived by the organization in the development and deployment of its performance or development indicators. The amount of 36 percent of the indicators analyzed are active and of these only 16 percent are related to the customer perspective. Originality/value - With the study it was possible to identify which organization's objectives are disclosed and accompanied, through commitment and discipline are suggested improvement ideas to contribute to the mission, vision and values that are fully disseminated among the employees.

Suggested Citation

  • Luiz Afonso Storch & Elpídio Oscar Benitez Nara & Liane Mahlmann Kipper, 2013. "The use of process management based on a systemic approach," International Journal of Productivity and Performance Management, Emerald Group Publishing, vol. 62(7), pages 758-773, September.
  • Handle: RePEc:eme:ijppmp:v:62:y:2013:i:7:p:758-773

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