Reflections on the application of the focus of process in the diagnosis and perfecting of the organizational system

Abstract

This work was developed in SAREN, with the general objective of making an organizational diagnosis for the redesign of the organizational structure, in congruence with the substantive processes, with a view to elevate customer orientation. Through research, research methods and techniques such as: computational; statistics; documentary review; direct observation; Delphis method; surveys; interviews; team work; strategic design techniques and problem solving. Among the main results of the research are the redesigns of the key processes of the organization, the identification of the main problems that affect the organizational system and the design of three alternatives of organizational structures whose implementation will elevate the customer's orientation of the organization.