Process Management Framework for Health and Safety at Work (SST) Companies

Objective: This study aims to develop and implement a process management framework for Occupational Safety and Health (OSH) companies, seeking to optimize the organization and execution of services, identifying improvement opportunities throughout the customer journey, from contract closure to renewal. The proposal is to offer an adaptable model that meets industry demands and enhances the operational efficiency of companies. Theoretical Framework: The theoretical framework addresses the evolution of Regulatory Standards (NRs) since the 1970s and the importance of complying with labor laws for the safety and health of workers in Brazil. The role of eSocial, created in 2014 to unify and ensure the collection of employer information, is highlighted, as well as its function in alerting them to legal risks. Method: The methodology used was action research, as defined by Oquist (1978). The research involved mapping the operational processes of OSH companies to identify areas for improvement. The first version of the framework was developed, tested, and based on the results, improved into a second version. The improvements were based on tests and validations conducted throughout the process. Results and Discussion: The first version of the framework showed positive results but also highlighted the need for improvements, which were incorporated into the second version. Changes included the restructuring of steps and the addition of a new phase focused on the commercial process. Satisfaction surveys with internal and external clients, as well as accounting firms, indicated positive acceptance but also a lack of systemic vision among professionals, affecting the quality of the work. Research Implications: The research implications are significant for the OSH sector. The developed framework improves the organization and efficiency of service-providing companies. The study also highlights the importance of performance indicators to monitor performance and mitigate risks, such as customer loss. It is recommended that future research explore the adaptation of the framework to new technologies and automation. Originality/Value: The originality of this study lies in the creation of a process management framework specifically for OSH companies, where organization and efficiency are essential for complying with labor regulations and ensuring worker safety. The value of the work resides in its practical contribution to the sector, offering an adaptable model that