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Process optimization through business process management enhancement: the case of Sap
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Orientador(es)
Resumo(s)
This internship report was prepared as part of the Final Project for the Master's in Management
Information Systems at the Lisbon School of Economics and Management (ISEG), University of
Lisbon. The internship took place at SAP, within the organization’s Corporate Process
Management Office team. The central theme of this work is Process Optimization through the
enhancement of Business Process Management (BPM), illustrated through the application of
SAP’s practices and tools, particularly the use of the SAP Signavio suite. The results of this
internship demonstrate how process management methods combined with Artificial Intelligence
(AI) resources can produce operational excellence improvements in organizational settings.
To achieve this, an action research approach was adopted in combination with a case study,
beginning with an assessment of the current state (AS-IS processes) and, in collaboration with
stakeholders, defining and implementing improvements toward the desired future state (TO-BE).
The project management process followed PMBOK (Project Management Body of Knowledge)
best practices to maintain planning and communication and stakeholder engagement throughout
the initiation, execution, monitoring and closure phases. The organization achieved substantial
BPM maturity improvement through better standardized process documentation and shorter
cycle times in essential processes and enhanced empowerment culture and knowledge
management practices.
Descrição
Palavras-chave
BPM Process Optimization SAP Signavio Artificial Intelligence Project Management
Contexto Educativo
Citação
Junior, Luis Alberto da Veiga Jassy (2025). “Process optimization through business process management enhancement: the case of Sap”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
Editora
Instituto Superior de Economia e Gestão