01. Operations and Process Management
Business Process Management (BPM) as a management tool that supports business processes through methods, techniques, and software that design, represent, control and analyze processes involving people, organizations, applications, documents and other sources of information. This paper aims to apply an MCDM, specifically the Analytic hierarchy process (AHP), in the validation of indicators for prioritizing processes in the planning phase of the BPM cycle. This article contributes towards highlighting the need for testing and validating PPIs and verifying their adherence to the reality of organizations. In a specific test, it was possible to verify that a good definition after the test avoids conceptual errors in the definition of an Indicator. It was also possible to observe the advantage of a prioritization method as the AHP concerning arbitrary choices when deciding which process is more critical to prioritize processes in the application of BPM.
PALAVRAS-CHAVE: business process management, process indicator, ahp, bpm, kpi.