PROCESS MANAGEMENT AND IMPROVEMENT OF ACADEMIC SERVICES: MAPPING WORKFLOWS IN THE ACADEMIC CONTROL COORDINATION OF IFCE

This article analyzes the procedural flows associated with the Academic Control Coordination (CCA) of a campus of the Federal Institute of Education, Science and Technology of Ceará (IFCE), with the aim of systematizing the processes, identifying information bottlenecks, and proposing improvements oriented towards standardization, simplification, transparency, and quality of student service. Methodologically, a qualitative, exploratory-descriptive, and documentary case study is developed, taking as its corpus a mapping project that describes nine sets of CCA activities, their interconnections, points of interaction with other units, and suggestions for improvement. The analysis is interpreted in light of the literature on process management, Business Process Management (BPM), digital transformation, public value, transparency, and quality of public services. The results show that the main problems are not only concentrated in the internal execution of routines, but especially in the interfaces between sectors and in communication with users: dispersion of information, dependence on face-to-face or telephone service for simple inquiries, document redundancy, low standardization of forms, and the need for continuous updating of institutional channels. The discussion indicates that process mapping can function as a knowledge management mechanism and as a basis for administrative simplification, digitization, and performance monitoring. As a practical contribution, an improvement agenda is proposed in five areas: process governance, user-oriented communication, document standardization, digitization focused on the student journey, and gradual implementation of indicators. It is concluded that redesigning the CCA flows can reduce administrative burden, increase the predictability of services, and strengthen transparency, accountability, and public value in the educational environment.