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Desenvolvimento de uma ferramenta integrada de apoio à decisão para a gestão de pedidos de alteração de bases de dados
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A gestão eficiente de processos administrativos intensivos em dados representa um desafio
persistente em organizações multinacionais, onde a fragmentação de informação, a ausência
de automação e a falta de visibilidade sobre o estado dos processos comprometem a fiabilidade
operacional. Esta dissertação aborda esse desafio no contexto da FedEx Express, na equipa
responsável pela gestão de dados operacionais que suporta a prestação de serviços em mais de
30 países europeus.
O trabalho centra-se no processo de gestão de pedidos de alteração da base de dados,
estruturado em ciclos mensais com prazos fixos. O diagnóstico revelou um conjunto de
ineficiências com impacto direto na fiabilidade do processo: mais de 60% dos pedidos exigiam
esclarecimentos adicionais antes de avançar; a ausência de deteção automática permitia que
submissões fossem ignoradas na caixa de entrada partilhada, sendo essa a causa de quatro dos
quinze prazos não cumpridos; os dados encontravam-se dispersos por múltiplas plataformas
sem repositório centralizado; e não existia qualquer monitorização de desempenho. Para
compensar estas lacunas, a equipa recorria a um ficheiro de acompanhamento manual e a
revisões periódicas da caixa de entrada, representando uma sobrecarga administrativa
combinada estimada em aproximadamente 25 horas acumuladas entre os membros da equipa
ao longo de oito meses de período de observação, sem que estas atividades contribuíssem
diretamente para a resolução de qualquer pedido.
Partindo deste diagnóstico, foi aplicada uma abordagem de reengenharia de processos para
redesenhar o modelo existente e desenvolver uma solução digital integrada, seguindo uma
metodologia de investigação-ação. A solução foi desenvolvida exclusivamente dentro do
ecossistema Microsoft 365, interligando Power Automate, SharePoint, Power Apps, Power BI,
Microsoft Teams e Outlook. O processo redesenhado introduz deteção automática de novos
pedidos, registo centralizado, notificações à equipa, modelos de submissão padronizados,
alertas automáticos de prazo e um painel de controlo com indicadores de desempenho
calculados automaticamente.
Os resultados obtidos demonstram melhorias mensuráveis já na fase de implementação. Os
modelos padronizados, introduzidos em dezembro de 2025, reduziram a taxa de pedidos que
exigem acompanhamento de 61,9% para 37,5% entre os utilizadores do novo formato. Para a
solução completa, a taxa de automação na receção atingirá 100%, os pedidos ignorados na caixa
de entrada serão eliminados por design, e as cerca de 25 horas acumuladas de sobrecarga
administrativa associadas ao acompanhamento manual ao longo do período de observação
serão totalmente eliminadas. Os resultados permitem concluir que a combinação de
reengenharia de processos com uma ferramenta digital integrada constitui uma abordagem
eficaz para resolver ineficiências estruturais em processos administrativos intensivos em dados,
dentro das restrições tecnológicas de uma organização multinacional.
The efficient management of data-intensive administrative processes represents a persistent challenge in multinational organisations, where fragmented information, the absence of automation, and limited visibility into process status undermine operational reliability. This dissertation addresses that challenge in the context of FedEx Express, within the team responsible for managing the operational data that supports service delivery across more than 30 European countries. The work focuses on the database amendment request management process, structured around monthly cycles with fixed deadlines. The diagnostic revealed a set of inefficiencies with direct impact on process reliability: more than 60% of requests required at least one follow-up interaction before processing could begin; the absence of automatic detection allowed submissions to be overlooked in the shared inbox, which was the cause of four out of fifteen missed deadlines; data was scattered across multiple platforms with no centralised repository; and no performance monitoring existed. To compensate for these gaps, the team relied on a manual tracking file and periodic inbox reviews, representing a combined administrative overhead of approximately 25 hours across the team over an eight-month diagnostic period, without these activities contributing directly to the resolution of any request. Building on this diagnostic, a process reengineering approach was applied to redesign the existing model and develop an integrated digital solution, following an action research methodology. The solution was developed exclusively within the Microsoft 365 ecosystem, connecting Power Automate, SharePoint, Power Apps, Power BI, Microsoft Teams, and Outlook. The redesigned process introduces automatic detection of new requests, centralised logging, team notifications, standardised submission templates, automatic deadline alerts, and a dashboard with automatically calculated performance indicators. The results obtained demonstrate measurable improvements already at the implementation stage. The standardised templates, introduced in December 2025, reduced the rate of requests requiring follow-up from 61.9% to 37.5% among users of the new format. For the complete solution, the automation rate for request intake will reach 100%, requests being overlooked in the shared inbox will be eliminated by design, and the approximately 25 hours of combined administrative overhead accumulated over the observation period, associated with manual tracking, will be fully eliminated. The findings support the conclusion that combining process reengineering with an integrated digital tool constitutes an effective approach to resolving structural inefficiencies in data-intensive administrative processes, within the technological constraints of a multinational organisation.
The efficient management of data-intensive administrative processes represents a persistent challenge in multinational organisations, where fragmented information, the absence of automation, and limited visibility into process status undermine operational reliability. This dissertation addresses that challenge in the context of FedEx Express, within the team responsible for managing the operational data that supports service delivery across more than 30 European countries. The work focuses on the database amendment request management process, structured around monthly cycles with fixed deadlines. The diagnostic revealed a set of inefficiencies with direct impact on process reliability: more than 60% of requests required at least one follow-up interaction before processing could begin; the absence of automatic detection allowed submissions to be overlooked in the shared inbox, which was the cause of four out of fifteen missed deadlines; data was scattered across multiple platforms with no centralised repository; and no performance monitoring existed. To compensate for these gaps, the team relied on a manual tracking file and periodic inbox reviews, representing a combined administrative overhead of approximately 25 hours across the team over an eight-month diagnostic period, without these activities contributing directly to the resolution of any request. Building on this diagnostic, a process reengineering approach was applied to redesign the existing model and develop an integrated digital solution, following an action research methodology. The solution was developed exclusively within the Microsoft 365 ecosystem, connecting Power Automate, SharePoint, Power Apps, Power BI, Microsoft Teams, and Outlook. The redesigned process introduces automatic detection of new requests, centralised logging, team notifications, standardised submission templates, automatic deadline alerts, and a dashboard with automatically calculated performance indicators. The results obtained demonstrate measurable improvements already at the implementation stage. The standardised templates, introduced in December 2025, reduced the rate of requests requiring follow-up from 61.9% to 37.5% among users of the new format. For the complete solution, the automation rate for request intake will reach 100%, requests being overlooked in the shared inbox will be eliminated by design, and the approximately 25 hours of combined administrative overhead accumulated over the observation period, associated with manual tracking, will be fully eliminated. The findings support the conclusion that combining process reengineering with an integrated digital tool constitutes an effective approach to resolving structural inefficiencies in data-intensive administrative processes, within the technological constraints of a multinational organisation.
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Reengenharia de processos melhoria de processos automação de fluxos de trabalho plataformas low-code Process reengineering Process improvement Workflow automation Low-code platforms