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O presente estudo analisa a otimização do processo de liquidação de sinistros de ramos gerais na ETAPA EP. Examina-se como a gestão tecnológica e a gestão de processos incidem na eficiência operacional, com o objetivo de propor melhorias orientadas a reduzir os tempos de ciclo, minimizar erros e diminuir retrabalhos. Adotou-se uma abordagem quantitativa, transversal e não experimental, com delineamento exploratório, descritivo e correlacional. Aplicou-se uma pesquisa tipo Likert validada por juízo de especialistas a uma amostra por conveniência de 35 colaboradores. A análise incluiu estatística descritiva e regressão linear múltipla. Os resultados mostram que a gestão de processos é o fator determinante da otimização (p < 0,001), enquanto a gestão tecnológica não evidencia um efeito direto no estado atual; o modelo global apresenta consistência e o instrumento, confiabilidade adequada. Em conjunto, os achados confirmam que padronização, rastreabilidade e controle do fluxo explicam a melhoria do desempenho. Conclui-se que as intervenções devem priorizar governança de processos, triagem por complexidade, checklists, limites de WIP e indicadores por marco, além de acoplar automações pontuais como habilitadores. Sugere-se avaliar essas ações por meio de pilotos com medição pré e pós e incorporar métricas objetivas para fortalecer a validade externa.
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