Proposta de redesenho da gestão por processos em uma indústria de produtos de higiene pessoal e cosméticos.

Abstract

In order to ensure the market competitiveness for personal care products, there is a current demand for processes with high level of added value and high flexibility to attend the constant changes in customer and legal requirements. A process is a set of interrelated activities which aim achieving a specific result. Process mapping is essential to identify potential bottlenecks and assign responsibilities to activities. As an opportunity for improvement, pointed out in external and internal audit in a personal hygiene and cosmetic products industry, it was necessary to redesign the company's process management. In this context, the general objective of this study was to elaborate a proposal for redesigning the process management for this industry. The company's processes and sub-processes were analyzed and the main disconnections and improvement opportunities were identified. Using the Turtle Diagram methodology, the flowchart of interrelationships between the processes were redesigned and proposed. Despite the few involvement of employees, the new flow proved to be more accessible and clear about the system's internal processes. The adjustments and improvements in the design of the processes, made them aligned, objective and coherent for compliance with the external audit. Consequently, the study contributed to achieving the goals of performance indicators and regulatory compliance.