Neves, Joana Paisana Pires Costa dasAnselmo, Rodrigo José Faria2025-06-262025-06-24http://hdl.handle.net/10362/184501Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business IntelligenceOrganization must be driven to continuously optimize their operational business process, especially in the context of competitive and dynamic market where they need to ensure longterm sustainability. The study aims to identify inefficiencies and redesigning the ordering process of a company in the wine industry using Business Process Management methodologies. Following the BPM Lifecycle, the study starts by doing a comprehensive process discovery to map the current AS-IS process, highlighting the bottlenecks of the process such as excessive manual work, delays in approvals and lack of automation of repetitive tasks. The guidance for the development of the TO-BE process model was the heuristics-based redesign, to address the underlying issues of the process through task elimination, parallelism enhancement, triage and automation. To achieve comparable results between the AS-IS and TO-BE process model, simulation was conducted for both cases. The results of the comparison showed that the TO-BE had efficiency improvement, higher completion rates and a reduction of the resources strain across various departments such as Sales, Logistics and Finance. Despite having successful achievements, some limitations were acknowledged during the development due to constraints on the simulation tool. The study depicts the strategic value on the application of Business Process Management in traditional and non-technological industries and reinforces the importance of process-centric thinking in driving continuous improvement and digital readiness.engBusiness Process ManagementProcess SimulationProcess Redesign HeuristicsOperational EfficiencyOrdering Process OptimizationSDG 8 - Decent work and economic growthSDG 9 - Industry, innovation and infrastructureSDG 12 - Responsible production and consumptionmaster thesis203969189