Malta, Pedro Manuel Carqueijeiro Espiga da MaiaMaia, João Afonso Pascoal2025-11-142025-11-142025-10-30http://hdl.handle.net/10362/190736Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business AnalyticsThis 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.engBusiness Process Model and Notation (BPMN)Business Process Management (BPM)Business Process AutomationProcess ImprovementProcess ModellingSmall and Medium Enterprises (SME)SDG 8 - Decent work and economic growthSDG 9 - Industry, innovation and infrastructureSDG 17 - Partnerships for the goalsmaster thesis204073685