Estudo de caso sobre a percepção dos gestores e colaboradores da área de controladoria de uma instituição de ensino quanto aos fatores críticos de sucesso na implementação da gestão de processos

Abstract

This research consists of a study of case of the education institution Senac on the managers' perception and collaborators of the department of controllership as for the critical factors that contribute to the success of the implementation of the Process Management. Starting from the bibliographical and documental research it was presented to the importance of the administration in teaching institutions, description of the phases of implementation of the administration of processes and the critical factors that are essential for the success of the implementation. In the sequence they are demonstrated the methods and techniques of the research and the argument that it based the decision for the use of the case study as the most appropriate strategy. To collect the data a questionnaire it was applied and those data were analyzed with help of the software SPSS that used the test U of Mann-Whitney, that is a no-parametric test, that it compares independent samples and the stagger multidimensional that it identifies the more important critical factor. The result of the research demonstrates that the managers and collaborators agree that all the mentioned factors are important for the success in the implementation, however, they identified that for each phase exists an or more considered factors the most important for the success of the implementation of the process management.