BPMN and quality tools for process improvement: a case study

摘要

The objective of the present study is to identify opportunities for improvement in production processes through their mapping, using tools and techniques of quality management, and to propose their redesign by BPMN notation. Initially, the Ishikawa diagram was applied to identify the possible causes and correlations for the bottlenecks encountered. Subsequently, the "5 why’s" method was used to identify the root causes of the problem in question. The company was advised to deal with the delay in the delivery of projects, pointing out that improvement could come with the training of its employees, as well as the description of procedures, in order to avoid errors during operations. A change in operational flow has also been suggested, through the "TO BE" diagram which contains process improvements based on the problem and the identified causes.