Jesus, Frederico Miguel Campos Cruz Ribeiro deRodrigues, Bruno Teixeira2024-10-302024-10-302024-10-25http://hdl.handle.net/10362/174340Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementThe food delivery industry has been experiencing rapid growth, driven by changing consumer habits and the increasing demand for convenience. However, this growth has brought challenges, including the need for greater efficiency, cost reduction, and improved customer satisfaction in a highly competitive environment. Considering this, the primary objectives of this study include addressing these challenges in an Order to Cash process, by increasing productivity, reducing operational costs, enhancing customer satisfaction, and better utilizing the organization's resources, adopting Business Process Management methodologies. By recurring to a qualitative and quantitative analysis, it is possible to identify inefficiencies and bottlenecks, which served as a guide for the development of the redesigned process, the “ToBe” process model. Through a simulation of the “To-Be” process model, it is possible to evaluate the improvements, showing significant reductions in cycle times and resources consumptions, confirming the potential of the proposed changes. Furthermore, the knowledge acquired from this case study can guide Business Process Management projects in the future, helping companies to stay competitive in a rapidly evolving market by leveraging advanced technologies and continuous process improvement.engBusiness Process ManagementBPM LifecycleBPMNFood Delivery SectorInformation ManagementProcess RedesignProcess OptimizationSDG 4 - Quality educationSDG 8 - Decent work and economic growthSDG 9 - Industry, innovation and infrastructureSDG 11 - Sustainable cities and communitiesSDG 12 - Responsible production and consumptionmaster thesis203777670