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During the past two decades, the public sector has been under pressure for improving its performance and showing more transparency and assessment of results. Historically, the Brazilian public sector has developed a departmental and bureaucratic structure, which makes difficult the activity coordination and service efficiency and efficacy. In this scenario, some public institutions of the Brazilian public sector have searched for improvements in its modus operandi. Process approach provides an alternative to the static and fragmented structure of organization, providing a systemic vision, focused on the customer or citizen. In this context, the object of the present study were Public Institutions of Undergraduate Education (PIUE), focusing on their administrative processes. The objectives reached with this work were: study of administrative PIUE characteristics, their modus operandi and organizational culture; research of process improvement methodologies, developed both in private and public sectors; multiple-case study of administrative process improvement in PIUE; identification of patterns and differences in the studied cases, evaluating viable models in different situations; and, finally, proposal of a model for administrative process improvement in PIUE, based on the studied cases. The methodology used was multiple-case study, with qualitative approach. Data were collected through direct observation (authors participated in cases as consultants), documental analysis and semi-structured interviews. As conclusion of the present work, it was possible to identify activities that must be emphasized in leading change interventions in Brazilian PIUE: (1) Prepare organization to intervention essential to change success and necessary to obtain an appropriate comprehension of interventions’ objectives and the compromise of all, including high direction; (2) Implement process improvement with active participation of employees, which must have high autonomy level in generating improvement suggestions, in order to obtain more motivation and less change resistance; (3) Capacitate organizations employees, diffusing the concepts and techniques used during intervention, with the objective of obtaining active participation and improving motivation and work comprehension; (4) Report the results obtained to motivate work continuity; (5) Create an internal group, to support process owners and continue with the work. Considering that there are few academic studies about process improvement in the Brazilian public sector, the results obtained in this work consist of contribution to theory, since they enclose specific aspects of the public sector and their influence in improvement programs. Moreover, given the major need for improvement of the administrative processes of the sector, the cases description and the analysis of the interventions’ results present evident practical application, because they provide a base for future work.

Instituições públicas de ensino superior: estudo de casos de aperfeiçoamento de processos administrativos.