Romão, MárioJunior, Luis Alberto da Veiga Jassy2025-07-232025-07-232025Junior, 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 Gestãohttp://hdl.handle.net/10400.5/102304This 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.engBPMProcess OptimizationSAP SignavioArtificial IntelligenceProject Managementmaster thesis