| dc.description.abstract | The continuous search for evolution is a very relevant factor in the competitive strategy of organizations. It can arise from the need to control, combined with management of business processes. Thus, being a competitive company would depend on the efficient management of business processes, especially in the area of customer input for a software company, technical support. Within this context, the case study was conducted through desk research and literature, with qualitative characteristics in a company specializing in the development of systems for academic management. This study aims to describe changes and benefits that have been achieved with the implementation of an effective process management. As authors consulted, can De Sordi, Valle and Oliveira, Kaplan and Norton cite among others. | en |
