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Price concession process: consultancy analysis supported in a BPM approach using BPMN to improve organizational activity
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Resumo(s)
This master thesis explores the field of Business Process Management (BPM) and how it is
supported by Business Process Model and Notation (BPMN) modelling, can improve
operational efficiency within Small and Medium-Sized Enterprises (SMEs). In the literature it
was identified that although BPM is widely adopted in large organizations, its potential to
optimize and streamline processes within SMEs remains underexplored and underutilized.
With this in mind, this work aimed to understand how applying a BPM approach to a real
business process could enhance efficiency and prepare the organization for future digital
initiatives. It was applied the Dumas’ BPM lifecycle with the support of interviews, to analyse
and redesign a Price Concession (PC) process within an SME in the financial sector. The study
involved the use of BPMN for modelling the AS-IS and TO-BE processes and it was identified
critical inefficiencies including manual data extraction, repeated rework of PCs and
unnecessary workload of the approval department. Two improvements were proposed: an
editable field in the system to input the Annual Return Rate (ARR), enhancing a better pricing
logic calculation, and automated PC approvals when gross margin thresholds are met. These
changes contributed to streamlining the process, minimizing the number of rejected PCs, and
lowering dependency on approval department. While the proposed redesigns did not include
full automation, they establish a foundation for future research to explore technical
implementations using automation technologies. This work demonstrates that even small
improvements can generate significant benefits for SMEs. It also contributes to the BPM field
by presenting a practical case of BPM application in an SME context and by offering a
replicable BPM framework for similar organizations aiming to increase operational efficiency.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business Analytics
Palavras-chave
Business Process Model and Notation (BPMN) Business Process Management (BPM) Business Process Automation Process Improvement Process Modelling Small and Medium Enterprises (SME) SDG 8 - Decent work and economic growth SDG 9 - Industry, innovation and infrastructure SDG 17 - Partnerships for the goals