GERENCIAMENTO DE PROCESSOS - METODOLOGIA BASE PARA A MELHORIA CONTÍNUA Nébel Argüello Affonso da Costa, M.Sc Jane Gaspar Coelho Pinto, M.Sc Janete Gaspar Machado, M. Gregorio Varvakis Rados, Ph.D Osmar Possamai, Dr. Paulo Maurício Selig, Dr Pesquisadores da UFSC - Depto. EPS - Grupo de Análise do Valor - GAV Cx. postal 476 - Florianópolis - SC. CEP 88010-970 Abstract A new approach used by firms to promote changes in the direction of total quality is the methodology called Business Process Improvement - estructured methodologies to define, analyse, and improve the process according to the clients needs. This methodology has been the main approach used by GAV/UFSC (Value Analysis Engineering group) during its consulting works to many manufacturing and services firms. Despite the good results achieved so far, the experience using this methodology has pointed out some aspects that cannot be forgotten during its implemantation. If they are not taken into account on time they prevent the methodology to suceed in its implementation. Its worth noting that the first researchers to use this methodology, like Harrintong [1], Falconi [2], and Almeida [3], they don’t emphasize these aspects in their papers. Only with the application of the methodology and with its critical analisys is that these aspects can be observed. This paper presents an outline of the Business Process Improvement methodology emphasizing some insights of it that could help others researchers and consultants to better understand and apply methodology. key-words: Business Process Improvement, critical analisys, total quality 1 - Introdução A realidade no mundo dos negócios tem demonstrado que a "Qualidade" passou a ter conotação mais abrangente. Hoje ela está praticamente associada a um estilo de gerenciar e promover mudanças, cujas novas filosofias de produção estão voltadas para o combate aos desperdícios e para maior atenção às necessidades dos clientes.