A BPM approach in a small Azorean Company: process modelling, analysis, and redesign

Internship Report presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementProcess efficiency has been a concern for organizations since the beginning. Numerous methodologies to improve process efficiency have been proposed and developed throughout the years; one of those methodologies is business process management. Business process management can bring to organizations a performance improvement, reduce costs and process cycle time, and improve overall customer satisfaction. The proposed project's goal for the internship was to study the organization’s process by identifying, modeling, analyzing, redesigning, and implementing the proposed changes. The organization is focused on the sale and service provider of technology products and accounting services in the Azorean environment. After some analysis and deliberation, the most adequate process to receive this business process management approach was the Technical Assistance process