Análise de processos e identificação de gargalos operacionais em obras civis: um estudo de caso.

Abstract

This study analyzes operational bottlenecks in the civil works department of Empresa X, a company in the infrastructure sector. The main objective is to map critical processes, conduct an organizational diagnosis, and propose recommendations to support future optimization efforts. The methodology combines qualitative analysis through semi-structured interviews with 12 key employees at different hierarchical levels, as well as document analysis of internal reports, schedules, and operational records. Tools such as SIPOC, Ishikawa Diagram, RACI Matrix, Gantt Chart, and SWOT Analysis were applied to map workflows, categorize problems, identify the root causes of delays, assess responsibility allocation, and understand internal and external factors affecting operational performance.The results highlighted the lack of standardized processes, overlapping responsibilities, and communication failures between departments. Weaknesses in deadline control and information management were also observed. As a response, this research proposes the adoption of integrated digital tools, continuous training programs, and improvements in process governance and institutional communication.This work contributes to the literature on process management in the civil construction sector by offering a replicable diagnostic model applicable to other organizations facing similar operational challenges.