O Conceito de Gestão por Processos Aplicado à Administração Legal
| Autor: | Manuela Rösing Agostini, Marcos Alexandre Luciano, Carlos Alberto Costa |
|---|---|
| Rok vydání: | 2019 |
| Předmět: |
Service (business)
business.industry Business process media_common.quotation_subject Energy Engineering and Power Technology Information technology Customer relationship management Business process management Fuel Technology Law Quality (business) Customer satisfaction Organizational structure business media_common |
| Zdroj: | Revista de Administração da UFSM. 12:857-876 |
| ISSN: | 1983-4659 |
| Popis: | This paper aims to identify the key business processes that are part of the organization structure in law firms that provide legal services. The study was conduct within the legal administration and business process management approaches. A qualitative-exploratory and quantitative-descriptive research was realized. The first, conducted through the application of semi-structured individual interviews, identified eight theoretical dimensions that were used in the latter, as a reference for defining the research questionnaire. Seven law firms certified by ISO 9001 were used for the identification of business processes. As results the identified processes were grouped according to APQC Process Classification Framework, in four key process (vision and strategy development, service market, products and services distribution and customer service management). Also, six support process categories were identified: information technologies management, financial resources management, acquiring, constructing and management properties, environmental health and safety, external relationships management and management knowledge, improvement, and change. Providing greater customer satisfaction has been identified as the main factor for the offices to map their business processes, while lesser degree of importance was attributed to product and service cost reduction and quality improving. |
| Databáze: | OpenAIRE |
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