TCC - Bacharelado em Administração (UAST)
URI permanente para esta coleçãohttps://arandu.ufrpe.br/handle/123456789/2930
Navegar
Item Uma abordagem para melhoria da qualidade nos processos de prestação de serviços por empresas de informática(2021-03-05) Almeida, Jacqueline Rolim Cordeiro de; Silva, Paulo Mello da; http://lattes.cnpq.br/8976586263200932; http://lattes.cnpq.br/7816100647180836This research work presents an approach that makes it possible to map the processes of a computer company, in order to identify and analyze them in order to implement quality improvements in the provision of services to its customers. The choice of the theme was due to the importance that the improvement of the quality of organizational processes represents for companies, especially IT companies, which continuously seek efficiency and effectiveness in their processes, through their identification, analysis, and measurement for their evaluation. . All the processes carried out by the company were identified and in each scenario it was possible to analyze the current state (AS-IS) and propose a desired future state (TO-BE) with the proposed improvements. The ITIL methodology was used to redesign the services and the SERVQUAL methodology for the definition of indicators related to quality in the provision of the service. The analysis of the proposed scenarios allowed identifying which activities or stages have some type of failure or impediments that need intervention to correct them so that they do not compromise the process as a whole. The results show the implementation of the proposed approach to improve the quality of IT service provision processes, from the perspective of the proposed objectives, bringing reliability, security, customer satisfaction and efficiency and effectiveness in the execution of the workItem Ações de extensão: a percepção dos acadêmicos sobre as lives temáticas do projeto administração na web durante a pandemia(2020-11-04) Silva, Talita Aiala Paiva; Farias, Ana Paula da Silva; http://lattes.cnpq.br/9195858306109701; http://lattes.cnpq.br/0190196862233112Knowing the importance that involves the extension in universities and that it is necessary to carry out activities that help bring the academic community closer to society, this paper aims to analyze the actions of the extension project Administration on the WEB, developed by professors and students of the Bachelor's degree in Administration course of the Federal Rural University of Pernambuco - Academic Unit of Serra Talhada (UFRPE/UAST), during the pandemic period of Covid-19. Therefore, the following research question is presented: what is the perception of the students about the actions of the WEB Administration project, implemented in the pandemic period? Putting on the agenda the Thematic Lives realized. Through this, the methodology was based on a case study, with descriptive and exploratory approach. The research subjects were professors and students from UFRPE/UAST and other institutions. A systematic review was conducted to understand what the authors approached on the subject and, to know the perceptions of people when it comes to the actions of the blog, a questionnaire was prepared, using Google Forms. It is reflected that the actions implemented by the blog, during the pandemic period, with the purpose of bringing the university and society closer together were effective, collaborating satisfactorily so that those involved understand the importance of communication and university extension within the academic environment in which they are inserted. The use of social media had been very relevant to the current context, since, with the demands of social distancing, it was possible to continue bringing the students closer, in addition to transmitting knowledge.Item Análise da satisfação dos clientes de uma ótica na cidade de Serra Talhada - PE(2021-03-05) Silva, Amanda Sheyla Freire Da; Carneiro, Jailson Santana; http://lattes.cnpq.br/0403978206266328; http://lattes.cnpq.br/2541293200906166The objective of this work is to analyze the level of customer satisfaction regarding the service, the product and the fulfillment of the term from the perspective of the city of Serra Talhada, Pernambuco. To achieve the objective, secondary data (482 entries) from the years 2018, 2019 and 2020 of the post-purchase survey of the optics were analyzed with the aid of Excel. Frequencies and percentages and the calculation of the Net Promoter Score (NPS) were performed. From the results, it is noted that the optics has high levels of satisfaction with the service (99.8% of people) and with the products (98.3% of the respondents). The company's NPS also showed a high level, reaching 94.2%, signaling that the sample promotes optics. Finally, in the final considerations, improvements were proposed in the questionnaire applied by the company with the modification and / or inclusion of new variables to better capture customer satisfaction.Item Análise do ciclo de serviços de uma loja de vestuário(2020-11-05) Silva, Regina de Almeida; Farias, Ana Paula da Silva; http://lattes.cnpq.br/9195858306109701The use of the service cycle works as a managerial tool that helps the organization to work with the intangible and variable aspect of its processes and the criteria used by customers to evaluate the services provided. This research aims to build the service cycle of an organization in the clothing sector and map the critical points of the process that may interfere with the satisfaction of its customer, considering the five dimensions of quality proposed by Zeithaml and Bitner (2003): reliability, responsiveness, security, empathy and tangible aspects of the service. The present research is exploratory and descriptive; with a qualitative approach and with the case study method, using a document and participant observation. The theoretical framework was based on the following authors: Las Casas (2019), Lovelock; Wright, 2006; Gianesi; Corrêa, 2018; Zeithaml; Bitner; Gremler, 2014, Fiebig; Freitas, (2011); Lamprecht, (1994); Cobra, (1986), Fitzsimmons and Fitzsimmons (2014), Albrecht and Bradford (1992), Grönroos (1984), Teixeira et al. (2012), Carlzon; Langerstrom, (2005). Spiller et al. (2004), Toledo et al. (2012). From the analysis of the satisfaction survey documents made by the company and the participant observation, it was possible to build the store's service cycle and observe that the critical moments are in the first stage of service provision - social networks and store visits. Therefore, it is necessary for the company's managers to evaluate this stage of their production cycle, in the quest to build customer loyalty and win new business.Item Aspectos que levam à (in) eficiência do processo logístico na distribuição de medicamentos(2022-05-27) Alves, Leandro Batista Furtado; Feitosa, Maria José da Silva; http://lattes.cnpq.br/6887857776351323; http://lattes.cnpq.br/8285569014741132the present study was developed in the modality of systematic literature review and aims to identify aspects that lead to the (in) efficiency of the logistics process in the distribution of medicines. As methodological procedures it was performed a search for scientific articles through the research platforms: Spell, SciELO, CAPES journals portal and Google Scholar, being used for the systematic review of results those that were in accordance with the scope of the work. The main aspects that lead to (in) efficiency are: lack of parameters to assist in the programming of acquisition, absence of inventory control, lack of qualified personnel, inadequate infrastructure for storage, underutilization of the information system and budgetary and financial constraints in the case of the public sector and, on the other hand, the monitoring and evaluation of each step of the logistics flow, the use of information technology in management, management of drug distribution by pharmacists and adequate transportation, contribute to efficiency.Item Aspectos sociais das mulheres empreendedoras na cidade de São José do Belmonte-PE(2022-06-27) Silva, Edna Neroneide da; Melo, Paulo Thiago Nunes Bezerra de; http://lattes.cnpq.br/2786487491698072; http://lattes.cnpq.br/7520182798484847The main objective of this study is to analyze the social aspects of women entrepreneurs in the city of São José do Belmonte-PE. Entrepreneurship is on the rise in Brazil. With the growing insertion of women in the labor market, the dream of opening their own business arises, associated with the desire to have financial independence, achieve success and be their own boss. From this process of female growth, numerous challenges emerge. Women face sociocultural barriers that, added to the problems of the business world, form their new social context. The research was developed through a qualitative study, exploratory and descriptive, with direct observation and in-depth interviews. From the analysis carried out, it is noticeable that debates such as gender bias and family-work conflicts still frequently emerge, composing the main challenges they face and their evident capacity for resilience. The set of aspects that motivate women to set up their own businesses are diverse. Through the courage to take risks, entrepreneurs seek their personal and professional fulfillment. It is concluded that women entrepreneurs in São José do Belmonte face several conflicts in their social context, however it is clear that determination is a common characteristic.Item Atendimento bancário em Serra Talhada: uma análise do nível de satisfação do cliente(2020-11-03) Brasil, Jhemilyn Michelle Silva; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571; http://lattes.cnpq.br/7464196045810940The opening of the financial market along with technological advances have brought new challenges for bank branches. Keeping customers happy is the main one, since the survival of organizations depend on their users to keep themselves up and running. In this perspective, the problem question of this study is to answer the following question: what is the degree of satisfaction of external clients with the provision of services of financial institutions in the municipality of Serra Talhada - PE? With this the main objective is to evaluate the degree of satisfaction of them. For this, the methodology used in this study is classified as descriptive exploratory of quantitative nature. A structured questionnaire was used as a data collection instrument in google forms. In the discussion of the results, it was found that in the four criteria evaluated, which were: self-service, cashier's service, conventional service, and online service via application; in all these customers were dissatisfied. The highest dissatisfaction rate was identified in the service criterion within the agency, in the item waiting time to be attended. After measuring the degree of customer satisfaction, dissatisfaction and discontent with the city's banking services were verified. Furthermore, it is concluded that consumer satisfaction is linked to the quality of the service, in this organizations need to pay attention to the execution of the services provided, especially in face-to-face service with the client.Item BALANCED SCORECARD: Ferramenta de Gestão Estratégica orientada a correlação causa-efeito em Companhia do ramo energético do Sertão do Pajeú(2020-10-23) Lima Júnior, Gilson Luann de; Ferreira, Leonardo Rodrigues; http://lattes.cnpq.br/9845689877157123With the current market demands it is essential that the organizational structure of companies is systematized in a harmonious way with the macroenvironment. For, the sociocultural, legal, political/governmental, economic and technological aspects exert competitive pressure on the intrinsic functioning of institutions so that it needs an internal analysis that helps it understand what its strengths and weaknesses are. In this sense, in 4 order to offer consumers of electricity services and quality products companies in the energy sector benefit from administrative tools and methodologies such as management strategy that aims to unitize all the efforts that an organization has to achieve the goals and objectives outlined by the higher level translated efficiently and effectively to the other levels of the company. Thus, through bibliographic survey, investigation of strategies taken for prospecting consumer units with possible commercial losses, detection of competencies that need to be developed by employees, identification of the default of the population of the sertão do Pajeú and analysis of access to customers' knowledge to support and service channels and complaint of the concessionaire. To this end, this study aims to clarify the entire process of energy recovery related to commercial losses through the implementation of Kaizen ACT, document analysis and its continuous improvement actions transformed into learning and growth composing the balanced scorecard's reverse chain as a way to meet the new challenges. Thus, it is understood that the lack of alignment between financial aspects, processes, customers and best practices results in non-compliance with the objectives of the organization as each significant part of the company is looking in different directionsItem Barreiras e incentivos relacionados à motivação dos colaboradores nas organizações: uma revisão sistemática de literatura(2020-11-04) Barbosa, Gabrieli Inacio; Feitosa, Maria José da Silva; http://lattes.cnpq.br/6887857776351323This study aims to identify barriers and incentives related to employee motivation in organizations. For that, a systematic literature review was carried out using the PRISMA method. The barriers to motivation found were: staying in the same job for a long time, emotional exhaustion and inadequate health conditions. And the most frequently found incentives were: engagement and participation at work, good remuneration together with other benefits, a good work environment, open and transparent communication and the possibility of growth within the organization. Some less frequently identified incentives were endomarketing and process redesign. This study contributes to company managers, as it points out important aspects for the formulation of human resources strategies. In addition, it increases studies related to motivation in organizations. For future work, it is suggested to analyze, under the lens of Herzberg's two factors model, the barriers and incentives of the selected works.Item Bem-estar no trabalho: uma análise junto aos servidores da Unidade Acadêmica de Serra Talhada da Universidade Federal Rural de Pernambuco(2021-07-15) Rocha, Jéssica Aline; Carneiro, Jailson Santana; http://lattes.cnpq.br/0403978206266328This article aims to measure the Well-Being at work of UFRPE/UAST employees, as well as to identify aspects that reduce their satisfaction, commitment, and involvement at work. The investigation was based on the Well-Being scale developed by Siqueira, Orengo and Peiró (2014), which has two present dimensions: commitment and satisfaction (1); and involvement with work (2). Data collection took place online from a questionnaire with 92 employees (teachers and administrative technicians) of the institution. It was also carried out the crossing of comparative data between the two dimensions present and the General Well-Being, where variables such as income and age group were observed. The results point to an average wellbeing of employees at the university, where employees over 45 years old and those with higher income obtained lower results in all aspectsItem Características e contribuições dos laboratórios de inovação: uma revisão sistemática de literatura(2021-03-05) Oliveira, Bruna Roberta Lima de; Feitosa, Maria José da Silva; http://lattes.cnpq.br/6887857776351323The present study aims to describe characteristics and contributions of innovation laboratories. To this end, it was carried out a systematic literature review of qualitative approach. The results point out that innovation laboratories are part of several sectors, as well as have separate legal personality and decision-making autonomy. They are laboratories focused on the management of processes, the creation of new methods and tools, as well as the solution of social problems, in direct interaction with society. The research is limited by time constraints that made it impossible to search in other databases. However, this is an opportunity for future studies.Item Diversidade e inclusão LGBTQIA+ nas organizações brasileiras(2022-05-30) Silva, Winícius Ferreira da; Silva, Danuzio Weliton Gomes da; http://lattes.cnpq.br/2772521108714384; http://lattes.cnpq.br/8119629952403627There are few companies in Brazil that discuss policies aimed at LGBTQIA+ issues, or that seek to embrace diversity and inclusion as a competitive strategy in the organizational context. The objective of this theoretical essay was to analyze the main challenges encountered by the LGBTQIA+ community in Brazilian organizations. To achieve this purpose, we established discussions on diversity, taking into account queer theory concepts about difference and the main difficulties encountered by the lack of LGBTQIA+ inclusion in organizations. As a result, it was found that since then, LGBTQIA+ young people have suffered discrimination when trying to enter the job market. It was found that the main challenges for the inclusion of these subjects in organizations are discrimination and prejudice regarding their sexual orientation, making many of these young people prefer to hide their sexual orientation. It is understood that the promotion of policies is fundamental to make possible the diversity and inclusion of LGBTQIA+ individuals in the labor marketItem Eficiência dos gastos públicos em saúde durante a pandemia da covid-19: um estudo das unidades federativas do Brasil(2022-05-25) Lima, Weslley Lopes de; Pontes, Tricia Thaíse e Silva; http://lattes.cnpq.br/0497598665441136; http://lattes.cnpq.br/2870184276904066The objective of this study is to measure the relative technical efficiency of public spending on health in the federative units of Brazil, in the years 2020 and 2021, which correspond to the first and second year of the covid-19 pandemic in the country, given the importance of optimization financial resources to meet the different socioeconomic realities of the population. For that, a descriptive, documentary and quantitative research was carried out, with the application of Data Envelopment Analysis (DEA), CCR model, oriented towards output, to identify the efficient units in each period. Per capita expenditure on health was used as an input and as an output the number of tests, beds, people recovered, inverse of deaths, inverse of hospitalizations, doctors and vaccines per thousand inhabitants. The results showed that none of the units in the Northeast and Center-West obtained efficiency scores equal to 1 in the analyzed periods. In 2020, Acre, Rio Grande do Sul and São Paulo were efficient, while in 2021, Acre, Minas Gerais, São Paulo, Rio de Janeiro and Tocantins were efficient in the application of resources. It can be seen that, among the efficient units, only two (Acre and São Paulo) were efficient in both years, 2020 and 2021, and the Federal District was the most inefficient unit in both years Through the analysis, it was possible to infer that a higher per capita expenditure on health does not necessarily result in efficiency, as well as a lower expenditure does not guarantee efficient services.Item O endomarketing e a satisfação dos colaboradores em pequenas empresas(2021-02-18) Silva, Yuri Avelino da; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571This article aims to analyze whether internal customer satisfaction and how it affects and contributes to the success of small organizations. Endomarketing has now become an essential tool for organizations, as it focuses on the integration and synchronization of all employees in the organization, making them allies when establishing the idea that their success is linked to organizational success. This tool came about through the need to develop ways to satisfy and motivate its employees. Within this aspect, the problem is to obtain an answer, how does endomarketing influence the satisfaction of internal employees? Thus, this study aims to understand how endomarketing influences the satisfaction of internal employees of two companies that manufacture children's pieces and women's fashion in the city of Custódia-PE. For this, the method considered as a multi-case study was used, with qualitative nature, a descriptive research with bibliographic review. In addition to the use of the structured questionnaire, data was collected for a deeper analysis on the subject. In the analysis of the results, the indicators that provoke the satisfaction of employees were determined, through efficient communication, training and some motivational elements, as well as how the tools can contribute to the growth and permanence of the organization in the market.Item Engajamento discente em tempos de pandemia: uma análise junto aos estudantes da Unidade Acadêmica de Serra Talhada da Universidade Federal Rural de Pernambuco(2021-07-15) Lima, Emilly Soares Leite de; Carneiro, Jailson Santana; http://lattes.cnpq.br/0403978206266328; http://lattes.cnpq.br/2000247286290907Entry into higher education is a moment of change for the student, therefore, encouraging actions that enable the student to engage with the course and the institution is extremely important, especially in view of this new reality imposed by the Covid-19 pandemic . This article aims to analyze the engagement of students at the Serra Talhada Academic Unit during the pandemic period. The methodology used in this article has an exploratory purpose, as well as a quantitative approach. To carry out the data collection, an online form was developed and analyzed using Microsoft Excel. Note that the data obtained present moderate, high and very high values, both analyzing each category separately and also the intersection with social and demographic variables. It is noticed that even with the adaptation of in-person to remote teaching, students remain engaged with the course and the educational institution, even with difficulties in their daily lives.Item ESG (environmental, social and governance) e a estrutura de capital das empresas listadas na B3.(2022-05-25) Silva, Maria Rickaely de Andrade; Pontes, Tricia Thaíse e Silva; http://lattes.cnpq.br/0497598665441136http://lattes.cnpq.br/0497598665441136; http://lattes.cnpq.br/5734061211803496This work aims to investigate the relationships between ESG (Environmental, Social and Governance) indicators and capital structure indicators. The sample consists of all non-financial companies listed on B3 (Brasil, Bolsa, Balcão) with information available from 2016 to 2021. Five econometric models were estimated through regressions with panel data, with variables classified as: ESG , capital structure and control. The results showed that social practices and ESG practices, measured by the general ESG indicator, positively impact the capital structure. Indicating that social and ESG practices provide access to cheaper sources of finance through third-party capital. The control variables brought as much results for the Trade-off theory as for the Pecking Order. In the opposite direction, statistically significant results were found between the capital structure variable and the general ESG indicator. It is possible to infer that companies with a higher proportion of third-party capital in the capital structure tend to present better ESG practices. In addition, it was found that the years of the covid-19 pandemic led to greater indebtedness of Brazilian companies. Thus, it differs from previous works by analyzing the relationship between ESG and capital structure and by bringing results consistent with the Trade-off theory, for a country still in development. As well as the inclusion of the analysis of the influence of the pandemic years on the capital structure of Brazilian companiesItem As estratégias metodológicas utilizadas pelos professores do curso de bacharelado em administração no ensino remoto emergencial.(2022-05-27) Santos, José Everaldo de Lima; Farias, Ana Paula da Silva; http://lattes.cnpq.br/9195858306109701; Não localizadoThe implementation of Emergency Remote Teaching in higher education institutions in Brazil, especially public ones, imposed a new reality for students and teachers, who lived in a short time the implementation of changes in the teaching method. Therefore, the present research aims to answer the following question: what methodological strategies were used by the professors of the Bachelor's Degree in Administration at the Federal Rural University of Pernambuco, Serra Talhada Academic Unit, in the offer of their disciplines during the Emergency Remote Teaching? This research is characterized as exploratory and descriptive, having the case study as a technical procedure. Data collection took place with the application of a questionnaire and documental research. As a result, the teaching methodological strategies implemented by the teachers of the Bachelor of Business Administration in Emergency Remote Teaching were: problem-based learning, the flipped classroom, the case study, game-based learning, concept maps and seminars and discussions.Item Estruturação do processo de compras em um grupo de empresas de Serra Talhada-PE: estudo de caso(2021-02-19) Silva, Josefa Lauane Ferreira da; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571Considering the relevance that purchasing management has in the acquisition of quality materials and services, at the right time and at the lowest cost, this is one of the most important stages of the supply chain of companies. For this reason, a structured and optimized purchasing process directly impacts the organizational result, with regard to operation, meeting demands and billing. with this, the general objective is to understand the structuring of the purchasing management of the procurement sector of a group of construction and maintenance of electrical networks and real estate development located in the municipality of Serra Talhada-PE. For this, the method applied to this work is classified as a case study, adhering to a descriptive research of a predominantly qualitative nature. A semi-structured questinary based on the Ishikawa diagram was also used as a data collection instrument. In the discussion of the results, the main bottlenecks relevant to the destructuring phase of the group's purchasing management were investigated, and their respective impacts, as well as the corrective actions used to structure the purchasing process, optimizing the performance of the group company.Item Ética no enfrentamento ao racismo institucionalizado durante a pandemia do covid-19: uma análise sobre as respostas governamentais(2021-04-26) Silva, André Erick da; Melo, Paulo Thiago Nunes Bezerra de; http://lattes.cnpq.br/2786487491698072; http://lattes.cnpq.br/9488581756275111Faced with abyssal levels of social inequality in Brazil, the disproportionate effects of COVID-19 will affect, mostly, more vulnerable portions of the Brazilian population, such as the black population. This study aims to explore the fight against institutional racism in governmental responses from an ethical perspective. The methodological path chosen is a qualitative study. As for its aims, it is an exploratory research. As sources of data, documents were collected from governmental responses to the pandemic. In this paper, the analysis process was based on elements of critical discourse analysis. The results address the deconstruction of a black identity in spite of the eugenic culture, going through corrupt behaviors; mass incarceration and unemployment; as well as the impacts of the pandemic on the black labor market, the search for racial equality and antiracist protests. In conclusion, from the perspective of virtue ethics, prevails the figure of black community trying to build their identity. From the perspective of responsibility, the racist white people who see the black community as useless. In the deontological perspective, the figure of the negationist state that violates the dignity of the human being was identified.Item Os fatores condicionantes para o empreendedorismo feminino local: um olhar para os empreendimentos em São José do Belmonte - PE(2021-02-19) Santos, Rayla da Silva; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571From a preliminary point of view, it can be noted that the number of men in business administration and in the organizational sphere is the result of a macho culture sustained for centuries through stereotypes legitimized by society itself. As stated in the latest Global Entrepreneurship Monitor (GEM) report, the rate of entrepreneurs established in Brazil in 2019 was 18.4%, while that of entrepreneurs 13.9%, this means a difference of 4.5 percentage points, or that is, there are approximately three million more men than women at this stage, although the female gender represents the majority in the country. Under this circumstance, although we have not yet achieved substantial equality, we observe that there is a significant growth of women in the entrepreneurial exercise. Thus, the objective of the article is to explore the profiles and conditioning factors that drive female entrepreneurship in the city of São José do Belmonte-PE. For this, the adopted methodology classifies the research as qualitative of exploratory and descriptive nature considering the bibliographic contribution for the theoretical guidance of the study. Finally, the results were obtained successfully, as we delimit the sociodemographic characteristics that describe the group of local entrepreneurs, as well as assimilate the purposes and aspirations that led to the choice of this work activity.