Process Mapping and Optimization of Expropriation Procedures: Applying Flowchart Standards and Quality Principles

This thesis analyses and optimises the expropriation procedure managed by public administrations, with a specific focus on the case of S.C.R. Piemonte S.p.A. The research adopts a qualitative and descriptive approach, combining the study of regulatory sources (in particular DPR 327/2001), the review of internal documentation, and the application of business process analysis tools. The work is structured in two main parts. First, the “as-is” process was reconstructed through flowcharting, which revealed several weaknesses: the use of incorrect symbols, the absence of a clear representation of roles and responsibilities, excessive complexity, limited transparency, and the lack of separation between parallel flows. These issues contributed to ambiguities, redundant activities, and recurrent delays. In the second part, an optimised “to-be” process was designed using standardised flowchart notation (ISO 5807) and quality management principles (ISO 9001). The revised diagram introduces clearer deliverables, reduces unnecessary steps, and emphasises legal compliance. To reinforce accountability, RACI matrices were developed for critical phases, such as Phase 06 and Phase 13, providing a structured view of roles and responsibilities. Furthermore, a set of key performance indicators (KPIs), including lead time, number of phases, frequency of rework, and formalisation of deliverables, was defined to compare the as-is and to-be processes. Even on a reduced sample, the results show potential efficiency gains, improved transparency, and stronger process governance. Overall, the thesis demonstrates how business process mapping and optimisation can significantly enhance the management of expropriation procedures in public organisations. The proposed model not only supports greater clarity and traceability but also facilitates training, monitoring, and continuous improvement, thus contributing to more efficient and accountable public administration.