Aplicação do mapeamento de processos como estratégia de melhoria na gestão de pessoas de uma clínica de cirurgia plástica: um estudo de caso

Abstract

The objective of this study was to apply process mapping to the people management practices of a plastic surgery clinic located in Jataí, Goiás, in order to identify bottlenecks and propose improvements aimed at enhancing hiring effectiveness and staff performance. The methodology was based on organizational data collection, a Makigami workshop with employees, and mapping of the current process (As Is) using BPMN notation. Based on the information collected, six bottlenecks were identified: excessive leadership centralization, lack of standardized hiring criteria, insufficient integration into the organizational culture, absence of formal onboarding training, lack of activity-guiding documents, and inadequate performance monitoring with continuous feedback. To prioritize these issues, the GUT Matrix was applied, which highlighted the absence of recruitment criteria and the lack of formal training as the most critical. Based on this, improvement proposals were developed, such as hiring an external consultancy specialized in recruitment and selection, and implementing a New Employee Integration Week. It was concluded that process mapping proved to be an effective tool, as it enabled the identification of failures that directly affect the efficiency of people management. For future research, it is recommended to implement the proposed ideal process (To Be) and measure its impact on employee performance and retention.