Autor: MATT, L. B. M.

Orientador: CAMPOS, Maria Luiza Machado ; BORGES, Marcos R. S.

Ano: 2010

Resumo: Increasing competition in business world has made emerge the organizations necessity to seek for diferentials to enhance their competitiveness, In this scenario, the ability to build, to operate or manage their business processes, can provide competitive advantaages to these organizations. One of the difficulties attributted to business process management is how to elicitate and treat existing problems. Generally, organizations adopt specific solutions and strategies in which problems are solved so emergency. This work presents an approach for elicitating and discovering problems in business processes that combines the technique of group storytelling to the theory of constraints. Our hypothesis is that group storytelling allows the collection of knowledge to identify gapas that exist in business processes, while the theory of constraints provides a language for representing them. Such approach encourages the stablishment of an organizational learning process, provinding mechanisms for knowledge management in order to improve manage processes in organizations. To support the application of the method developed was built a groupware tool called StoryBR. It creates a collaborative ennvironment for knowledge-gathering, analysis and structuring. The proposal method and its support tool were experimented in the sampling petroleum field, allowing the achievement of results and conclusions to confirm the hypothesis.