Актуальность темы вызвана новыми тенденциями в гостиничной сфере, где теперь недостаточно быть просто хорошим отелем. Нужно быть лучшим. И именно такое понятие как качество сервиса это то, на что первым следует обратить внимание. Цель исследования: анализ и повышение качества сервиса в отеле Park Inn by Radisson Ekaterinburg. Для достижения поставленной цели были выполнены следующие задачи: изучена литература на тему исследования; охарактеризованы внутрикорпоративные стандарты Radisson Hotel Group направленные на обеспечение высококлассного сервиса; охарактеризованы внутренние стандарты по обеспечению качества сервиса в отеле Park Inn by Radisson Ekaterinburg»; проанализированы разработанные автором проекты, нацеленные на повышение качества сервиса; проведен анализ отзывов гостей на предмет качества сервиса. Для детального изучения предмета исследования были применены такие инструменты как: социологический эксперимент; сопоставлена важность материальных и нематериальны ценностей в отеле при помощи анкетирования, рассчитан коэффициент весомости показателей конкурентоспособности и сделан вывод, что сервис является одним из основополагающих показателей при выборе отеля потребителем. Постоянное поддержание высокого сервиса и его улучшение требует большого количества времени и внимания. Это непрерывные тренинги, поддержание и актуализация стандартов отеля, разработка новых проектов и многое другое. Поэтому в отеле была введена должность «Менеджер по сервису и качеству» специально для детальной проработки обеспечения сервиса всех предоставляемых в отеле услуг. Эту должность занимаю я, и в её рамках я занималась проведением мероприятий по улучшению сервиса. Семантический анализ отзывов гостей показал, что сервис в Park Inn by Radisson Ekaterinburg находится на высоком уровне и гости оценили его значительно выше, чем материальные показатели. Сервис – это неотъемлемая составляющая индустрии гостеприимства. Каждый этап взаимодействия гостя с отелем нельзя упускать из внимания. Park Inn by Radisson Ekaterinburg это современный международный отель, который понимает важность предоставления качественного сервиса своим гостям и активно занимается его совершенствованием. В условиях жесткой конкуренции недостаточно обеспечить правильное соблюдение стандартов обслуживания. Необходимо опережать ожидания гостя. Обеспечение высококачественного сервиса это непрерывная работа по анализу мнения гостей, отслеживанию новых тенденций обслуживания, работа с меняющимися потребностями потребителей и постоянная разработка новых проектов для привлечения и удержания гостей. / The relevance of the topic is caused by new trends in the hotel industry, where now it is not enough to be just a good hotel. You have to be the best. And it is important to pay attention to such a thing as quality of service. Purpose of the study: analysis and improvement of the quality of service in the hotel Park Inn by Radisson Ekaterinburg To achieve this goal, the following tasks were completed: studied literature on the research topic; characterized the internal corporate standards of the Radisson Hotel Group aimed at providing high quality service; characterized the internal standards for ensuring the quality of service at the Park Inn by Radisson Ekaterinburg "; analyzed the projects developed by the author aimed at improving the quality of service; an analysis of guest reviews was carried out for the quality of service. For a detailed study of the subject of research, the following tools were used: sociological experiment and questionnaires. Maintaining high service and improving it constantly takes a lot of time and attention. These are continuous trainings, maintaining and updating hotel standards, developing new projects and much more. Therefore, the position of "Service and Quality Manager" was introduced in the hotel specifically for the detailed study of the provision of service for all services provided in the hotel. I occupy this position, and within its framework I was engaged in carrying out activities to improve the service. Semantic analysis of guest reviews showed that the service at Park Inn by Radisson Ekaterinburg is of a high standard and the guests rated it significantly higher than material indicators. Service is an integral part of the hospitality industry. Each stage of the guest's interaction with the hotel should not be overlooked. The Park Inn by Radisson Ekaterinburg is a modern international hotel that understands the importance of providing quality service to its guests and is actively improving it. In a highly competitive environment, it is not enough to ensure that service standards are adhered to correctly. It is necessary to stay ahead of the guest's expectations. Providing high-quality service means continuous work on analyzing guests' opinions, tracking new service trends, working with changing consumer needs and constantly developing new projects to attract and retain guests.

Les projets d’aide internationale au développement sont extrêmement divers. Ils visent des objectifs multiples, prennent des formes variées, atteignent des dimensions très différentes et se déroulent dans des contextes très contrastés. Cette extraordinaire diversité suscite un discours méthodologique extrêmement normatif. En effet, concernant l’évaluation de la performance des projets, un seul dispositif est conçu dès le démarrage des projets et de façon invariante pour toute la durée de l’action. Les outils et les techniques de ces dispositifs sont censés collecter et traiter un grand nombre d’indicateurs également identifiés dès la création des projets à partir du « cadre logique ». Ces outils et techniques sont conçus par des instances éloignées du terrain, et redevables à l’égard de bailleurs de fonds. Dans la réalité, on constate cependant que même les projets dotés de moyens conséquents peinent à maîtriser le processus d’évaluation de la performance. Rares sont les praticiens qui réussissent à mener de bout en bout une évaluation de la performance. Plus rares encore sont les projets dont les comités de pilotages utilisent réellement les données issues de tels dispositifs d’évaluation pour éclairer leur décision. Pourtant, les évaluations de la performance sont systématiquement réalisées au sein de chaque projet d’aide internationale au développement. Cette thèse se propose d’expliquer les raisons d’un tel paradoxe. / International development assistance projects are extremely various. They have multiple objectives, take various forms and take place in contrasted contexts. This diversity causes a normative methodological discourse. Indeed, concerning the project’s performance evaluation, a single and unchangeable management tools is designed from the start to the end of project.This management tools is supposed to collect and process a large number of indicators also designed at the beginning, according to the project « logical framework ». Tools conceives far away from the project and accountable to the donors. In reality, it can be seen that even projects with substantial resources struggle to master the process of evaluating performance. Few practitioners are successful in leading an evaluation of performance. Even few are the projects whose committee leaders use, for making decision, data from such evaluation. However, performance evaluation are systematically carried out within each international development aid project. This research proposes to explain the reasons of such paradox.

Orientador: Cláudio Antonio Di Mauro / Resumo: O presente trabalho tem como objetivo compreender a forma como é realizada a fiscalização dos usos dos recursos hídricos no estado de São Paulo. Especificamente, busca demonstrar quais são os procedimentos adotados para a fiscalização e quais órgãos e estruturas estão envolvidos nesse processo. Outrossim, almeja apontar presumíveis dificuldades que limitam as ações fiscalizadoras e possíveis variações dessas ações em diferentes Diretorias de Bacias Hidrográficas, em função de suas peculiaridades regionais. Parte da hipótese de que a fiscalização dos usos de recursos hídricos não produz o resultado esperado, conforme preceitua a legislação vigente. Justifica-se pelo fato de que a fiscalização é um instrumento fundamental para a implantação das Políticas Nacional e Estadual de Recursos hídricos. Para a realização desta pesquisa foi adotada como área de estudo a Diretoria de Bacia do Peixe Paranapanema, componente do Departamento de Águas e Energia Elétrica (DAEE), porém, para otimizar o alcance dos objetivos foi estendida às Diretorias de Bacias do Médio Tietê e do Ribeira de Iguape e Litoral Sul. Os recursos metodológicos utilizados foram as pesquisas exploratória e qualitativa, associadas as pesquisas documental e bibliográficas, além de entrevista semiestruturada. Os resultados apontam que não existem padrões estabelecidos para as ações fiscalizadoras dos usos de recursos hídricos, que existem dificuldades limitadoras e variação das ações nas Diretorias de Bacias; sugerindo ... (Resumo completo, clicar acesso eletrônico abaixo) / Abstract: The objective of this work is to understand the way how it is done the fiscalization of the uses of water resources in the state of São Paulo. Specifically, it seeks to demonstrate the procedures adopted for inspection and which bodies and structures are involved in this process. Moreover, it aims to point out presumed difficulties that limit inspection actions and possible variations of these actions in different Watershed Directories, due to their regional peculiarities. It starts from the hypothesis that the supervision of the use of water resources does not produce the expected result, according to the current legislation. It is justified by the fact that supervision is a fundamental instrument for the implementation of National and State Water Resources Policies. To carry out this research, the Peixe Paranapanema Basin Directorate, a component of the Department of Water and Electric Energy (DAEE), was adopted as a study area. However, to optimize the achievement of the objectives, it was extended to the Basin Directorates Médio Tietê and the Basin Directorates of the Ribeira de Iguape e Litoral Sul. The methodological resources used were exploratory and qualitative research, associated with documentary and bibliographic research, as well as semi-structured interviews. The results indicate that there are no established standards for actions to supervise the use of water resources, that there are limiting difficulties and variation of actions in the Basin Directorates; sug... (Complete abstract click electronic access below) / Mestre

O uso de ferramentas de gestão favorece a eficiência de um negócio, uma vez que por meio da coleta de dados produtivos e financeiros um empresário consegue tomar as melhores decisões. Os bovinocultores de leite podem obter melhores resultados nos seus negócios ao coletar e analisar dados. Porém o uso de ferramentas de gestão por esta categoria de produtores se mostra incipiente por uma série de razões. Pesquisas sobre gestão em propriedades produtoras de leite no Brasil consideram, principalmente, aspectos produtivos e financeiros, não estudando outras ferramentas de gestão, como o planejamento. A microrregião de Franca, Estado de São Paulo, apresentou queda de 12% em número de propriedades produtoras de leite entre 2007 e 2015, porém houve aumento de 37% na produção. Este trabalho teve como objetivo identificar se a gestão ou a falta dela influencia os produtores de leite na tomada de decisão de continuar ou sair da atividade. Foi realizado levantamento bibliográfico sobre a gestão em propriedades produtoras de leite e encontrou-se que o empreendedorismo, o controle dos aspectos produtivos, a resiliência, os arranjos produtivos horizontais foram importantes na análise dos melhores resultados. Outro achado nos trabalhos estudados foi que os produtores de leite consideram fatores não econômicos ao tomarem decisões. Foram realizadas 25 entrevistas qualitativas com produtores de leite, nas quais se avaliou se a gestão era prática dos respondentes, quais ferramentas eram utilizadas por eles e se a gestão era decisiva para que eles continuassem na atividade. O estudo também objetivou saber quais eram os fatores não econômicos levados em consideração por eles ao decidirem expandir a atividade, manter como está ou sair da mesma. Ao avaliar as respostas, encontrou-se que o uso de ferramentas de gestão vai tornando-se mais sofisticado conforme aumenta o nível de escolaridade dos produtores. Os produtores de leite levavam em consideração fatores não econômicos (valores) no momento de tomar uma decisão, tais como: legado, tradição (herança), gosto pela vida no campo, gostar da atividade leiteira, independência etc. Eles consideravam, ademais, fatores econômicos, tais como: venda de animais, pagamento mensal e lucratividade. Ao que parece, o uso de ferramentas de gestão não teve influência direta na tomada de decisão do produtor em continuar na atividade, uma vez que produtores que não utilizavam qualquer ferramenta demonstraram interesse na continuidade, muito embora os produtores que utilizavam ferramentas de gestão eram os mais eficientes. / The use of management tools favors the efficiency of a business, once production and financial data can be used for the entrepreneur to make better choices. Dairy farmers can get better results in their business by collecting and analyzing data, but the use of management tools by dairy farmers is different when there´s a comparison between the farmers, due to a number of reasons. Researches on management in dairy farmers in Brasil mainly consider productive and financial aspects and there´s a lack of studies on management tools, such as planning. There was a decrease of 12% in number of dairy farms in micro region of Franca, São Paulo State, between 2007 and 2015, but, at the same time, there was a 37% increase in production. This work had as objective to identify if the management or the lack of it influences the dairy farmers in the decision making to continue or leave the activity. It was made a survey about management practices on dairy farmers at the literature and it was found that entrepreneurship, control of productive aspects, resilience, and horizontal productive arrangements were important in the analysis of the best results. Another finding in these studies was that dairy farmers consider non-economic factors when making decisions. 25 qualitative interviews were conducted with dairy farmers in which it was evaluated whether the management was practiced by the respondents, which tools were used by them and if management was decisive for them to continue in the activity. This study also objected to know what were the non-economic factors taken into account by them when deciding to expand the activity, to maintain as it is or to leave. When evaluating the answers, it was found that the use of management tools is becoming more sophisticated as the level of education of the farmers increases. Dairy farmers took into account non-economic factors (values) at the moment of making a decision, such as: legacy, tradition (inheritance), enjoy working in rural areas, enjoy the dairy activity, independence etc. They considered, in addition, economic factors, such as: sale of animals, monthly payment and profitability. It seems the use of management tools had no direct influence on the decision of the dairy farmer to continue in the activity, since farmers who did not use any management tools showed interest in the continuity. Although those farmers that used management tools were the most eficiente.

Au lendemain de la crise financière de 2008, les autorités se sont emparées de la question du risque de contrepartie associé aux produits dérivés de gré à gré. Les dix années qui se sont écoulées depuis permettent de dresser le bilan de l’efficacité du cadre règlementaire alors mis en place. Cette étude s’attache à cartographier les différents éléments qui composent ou alimentent le risque de contrepartie en matière de dérivés de gré à gré et analyse l’efficacité des diverses techniques déployées pour le gérer. Les outils de gestion utilisés en matière de dérivés de gré à gré afin d’atténuer le risque de contrepartie reposent sur une pluralité de mécanismes juridiques (légaux ou contractuels). Si certains sont à la libre disposition des parties, d’autres leur sont imposés par la règlementation. Tous ces instruments participent – seuls ou conjointement – à atténuer réellement le risque de contrepartie. Mais chacun d’eux ne traite néanmoins qu’un aspect particulier de ce risque et aucun ne permet de l’annihiler totalement. Certaines situations viennent même parfois perturber l’efficacité des outils de gestion du risque de contrepartie et anéantissent leurs effets bénéfiques. On comprend in fine que la gestion efficace du risque de contrepartie suppose le respect de trois étapes : l’identification des risques attachés à chaque opération en présence doit précéder l’élaboration des outils de gestion en vue de leur atténuation, laquelle suppose enfin la prévention du risque d’inefficacité des outils utilisés. Dans tous les cas, la gestion du risque de contrepartie en matière de dérivés de gré à gré s’avère non seulement imparfaite mais aussi éminemment fragile. / Ln the aftermath of the 2008 financial crisis, the authorities tackled the issue of counterparty risk associated with OTC derivatives. The ten years that have passed since then allow us an opportunity to take stock of the effectiveness of the regulatory framework then put in place. This study aims to map the different elements that make up or feed the counterparty risk in OTC derivatives and analyzes the effectiveness of the various techniques deployed to manage it. The management tools used in OTC derivatives to mitigate counterparty risk rely on a variety of legal mechanisms. If some are at the free disposal of the parties, others are imposed by the regulations. All these instruments participate -alone or jointly-in actually mitigating the counterparty risk. But each of them only deals with a particular aspect of this risk and none of them can completely neutralise it. Some situations even sometimes disrupt the effectiveness of counterparty risk management tools and negate their beneficial effects. Ultimately, it is understood that the effective management of counterparty risk requires three stages: the identification of the risks attached to each operation, followed by the development of relevant management tools with a view to the mitigation of such risks, and finally steps to avoid the risk of inefficiency of the tools used. ln any case, counterparty risk management in OTC derivatives is not only imperfect but also eminently fragile.

Alors même que les outils de gestion et systèmes d’information sont de plus en plus nombreux, certains auteurs en gestion pointent du doigt un manque de cohérence dans l’organisation pouvant conduire à une baisse de performance. La quête de cohérence doit alors être repensée, pour développer un contrôle de gestion capable de remplir à nouveau sa mission.Notre recherche porte sur le cas d’un groupe de concessions automobiles qui présente la particularité d’être multi-marque et en pleine phase de développement. La thèse revisite ainsi les fondamentaux du contrôle de gestion et apporte un nouvel éclairage en mobilisant la notion d’objet-frontière,en tant que médiateur et vecteur de coopération en l’absence de consensus dans l’organisation. Les résultats de la recherche tendent ainsi à montrer que les outils de gestion ayant les propriétés d’un objet-frontière,sont plus aptes à contribuer à la cohérence dans l’organisation. / Although information resource management and management tools are becoming more and more numerous, the management points to a lack of coherence in the organization that could lead to a decrease in performance. The search for coherence should be reconsidered to develop management control to be capable of fulfilling its primary mission. Our research focuses on the case of a group of automotive dealerships who has the distinction of being multi-brand and in full development phase.The thesis revisits the fundamentals of management control and provides new insights by engaging the concept of boundary object, as a mediator and co-vector in the absence of consensus within the organization.The research results thus suggest that the management tools with the properties of a boundary object, are more likely to contribute to the coherence in the organization.

Souvent conçus à l'extérieur des organisations, la question de l'appropriation des outils de gestion à l'intérieur des organisations se pose. Comprendre l'appropriation d'un outil de gestion ne se limite pas à en observer l'usage. Les étapes préalables à l'usage, qui ont conduit à l'adoption de l'outil, doivent être appréhendées. Afin de ne pas occulter les interactions entre outil(s) et acteur(s), il est essentiel de considérer l'outil comme inséré dans un dispositif, un ensemble d'objets, de règles et d'acteurs. Enfin, observer le passé et le présent sans envisager le futur est en contradiction avec une conception de l'organisation comme en perpétuelle construction. Afin de prendre en compte l'ensemble de ces aspects, cette thèse développe une méthode d'observation, pour caractériser la trajectoire d'appropriation d'un dispositif de pilotage dans une organisation. Trois étapes sont essentielles : la caractérisation des dispositifs, une analyse ex ante de ce qui a conduit à cet état, et l'identification des capacités de l'organisation en termes d'appropriation. Ces trois analyses combinées permettent d'envisager une trajectoire appropriative pour le dispositif étudié. Appliquée aux dispositifs de pilotage de la recherche à l'université, cette méthode révèle un découplage de forme et de sens entre les dispositifs de pilotage des laboratoires et celui de l'administration centrale. Ce découplage, certes inévitable du point de vue institutionnel et organisationnel, est en fait utile pour le processus d'appropriation ; c'est un temps de latence qui permet la construction de sens et de forme. Pour prolonger ce processus d'appropriation, l'université doit développer les capacités d'appropriation, en favorisant les interactions. En effet, sans un re-Couplage lâche des dispositifs de pilotage de la recherche, un processus de déconstruction de sens risque de s'enclencher. / Often designed outside organizations, questions on the appropriation of management tools within organizations emerge. Understanding the appropriation of a management tool goes beyond observing its use. The stages prior to its use – which have led to the adoption of a tool – must be addressed. To avoid obscuring the interaction between the tool(s) and the stakeholder(s), it is essential to consider the tool as embedded in an arrangement, a configuration of objects, rules and stakeholders. Finally, analyzing the past and the present without looking to the future conflicts with the concept that an organization is constantly evolving. To take account of all these aspects, this PhD thesis develops an observation method to identify the trajectory of appropriation of control arrangements within an organization. There are three essential phases: the characterization of the arrangements, an ex ante analysis of what led to the situation, and the identification of the organization's capacity as regards appropriation. Combining these three analyses makes it possible to envisage a trajectory of appropriation relative to the arrangement studied. Applied to the control arrangement of research in a university, this method reveals the decoupling of form and sense between laboratories' control arrangements and those of central administration. This decoupling is undoubtedly inevitable considering the institutional and organizational perspectives. It is also useful for the appropriation process; it is a latency period which enables the construction of sense and form. To extend the appropriation process, the university must develop its appropriation capacities by promoting interactions. Indeed, without loosely re-Coupling management control arrangements relative to research, a process of deconstruction of sense could be triggered.

Submitted by Rafael Sousa Lima (rafael.rsl@dpf.gov.br) on 2012-03-27T12:43:51Z No. of bitstreams: 1 Dissertacao_RAFAEL_LIMA_VERSAO FINAL_IMPRESSA.pdf: 1812811 bytes, checksum: 86709e25832e0e9ccff6234ccdc0cfdf (MD5) / Approved for entry into archive by ÁURA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2012-03-30T14:09:13Z (GMT) No. of bitstreams: 1 Dissertacao_RAFAEL_LIMA_VERSAO FINAL_IMPRESSA.pdf: 1812811 bytes, checksum: 86709e25832e0e9ccff6234ccdc0cfdf (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-04-10T13:08:06Z (GMT) No. of bitstreams: 1 Dissertacao_RAFAEL_LIMA_VERSAO FINAL_IMPRESSA.pdf: 1812811 bytes, checksum: 86709e25832e0e9ccff6234ccdc0cfdf (MD5) / Made available in DSpace on 2012-04-10T13:08:25Z (GMT). No. of bitstreams: 1 Dissertacao_RAFAEL_LIMA_VERSAO FINAL_IMPRESSA.pdf: 1812811 bytes, checksum: 86709e25832e0e9ccff6234ccdc0cfdf (MD5) Previous issue date: 2012-03-01 / The aim of this study is to clarify to what extent the budget is used as a management tool in Brazilian Federal Police. For this, the main concepts related to the subject were studied, as well as several documents, including budget from 2007 to 2011 and the Letter of Citizen Service, a management tool designed by the Public Management National Program (GesPública). Also, interviews were conducted with the main managers of the institution (management 2007/2010). The research is focused on qualitative procedures and explore scenarios from the standpoint of the actors involved. It was noted that, in theory, the Federal Police seeks to align budget with strategic planning and services offered to society. Nevertheless, in practice, this wish has not come true. It is possible to conclude that the budget decisions in Brazilian Federal Police are based on the resources and not on the results. Its budget barely works as a management tool. On the other hand, it recognizes the progress to avoid conflicting decisions and facilitate the flow of information in the budget sphere, which reflects in greater harmony between the various units of the institution. / O objetivo deste trabalho é esclarecer em que medida o orçamento é utilizado como instrumento de gestão no âmbito da Polícia Federal. Para isso, foram estudados os principais conceitos relacionados ao assunto, bem como diversos documentos, entre eles as leis orçamentárias de 2007 a 2011 e a Carta de Serviços ao Cidadão elaborada pelo órgão, ferramenta de gestão concebida pelo Programa Nacional de Gestão Pública e Desburocratização (Gespública). Ainda, foram realizadas entrevistas com os dirigentes da instituição (gestão 2007/2010), sendo que se procedeu a uma amostragem não probabilística, tendo em vista a facilidade de acesso ao alto escalão da instituição. A pesquisa valeu-se de procedimentos de cunho qualitativo e teve por intuito explorar cenários do ponto de vista dos atores envolvidos. Verificou-se que, na teoria, o órgão busca alinhar o seu orçamento com o planejamento estratégico e os serviços prestados à sociedade. Contudo, na prática, esse desejo ainda não virou realidade, sendo que a prática do incrementalismo – o orçamento é elaborado com ajustes no orçamento do ano anterior – ainda é encontrada no órgão. A conclusão é que na Polícia Federal o sentido das decisões orçamentárias tem por início os meios e por fim os resultados. Portanto, seu orçamento pouco atua como instrumento de gestão. Por outro lado, deve-se reconhecer o avanço do órgão no aumento do fluxo de informações na esfera orçamentária com diminuição de decisões conflitantes, o que reflete em maior harmonia entre os setores da instituição.

Submitted by Cristiane Catarino Santinho (crisantinho@uol.com.br) on 2018-03-19T00:36:03Z No. of bitstreams: 1 dissertacao-santinho vf pos banca.pdf: 885504 bytes, checksum: 492ecd595b0e87501d6f8113d2453df8 (MD5) / Approved for entry into archive by Mayara Costa de Sousa (mayara.sousa@fgv.br) on 2018-03-22T18:31:44Z (GMT) No. of bitstreams: 1 dissertacao-santinho vf pos banca.pdf: 885504 bytes, checksum: 492ecd595b0e87501d6f8113d2453df8 (MD5) / Approved for entry into archive by Isabele Garcia (isabele.garcia@fgv.br) on 2018-03-22T20:46:33Z (GMT) No. of bitstreams: 1 dissertacao-santinho vf pos banca.pdf: 885504 bytes, checksum: 492ecd595b0e87501d6f8113d2453df8 (MD5) / Made available in DSpace on 2018-03-22T20:46:34Z (GMT). No. of bitstreams: 1 dissertacao-santinho vf pos banca.pdf: 885504 bytes, checksum: 492ecd595b0e87501d6f8113d2453df8 (MD5) Previous issue date: 2018-03-06 / A gamificação vem ganhando força dentro das organizações como forma de engajar e influenciar comportamentos dos seus colaboradores para a consecução de melhores resultados. Apesar de a utilização de jogos ser antiga, podendo ser aplicada a diversos campos de conhecimento, a gamificação dentro do ambiente corporativo só veio a crescer nas últimas décadas, despertando o interesse das empresas como forma de aumentar o engajamento de seus funcionários. O objetivo do presente trabalho foi levantar e explorar os principais efeitos da gamificação dentro do ambiente corporativo e entender de que forma ela contribui para gerar engajamento. Por meio de um estudo de caso dentro de uma instituição financeira que, recentemente, introduziu a gamificação como ferramenta de gestão, buscou-se identificar os impactos resultantes da sua aplicação, elencando as principais percepções dos gestores e participantes, bem como os seus aspectos positivos, dificuldades enfrentadas e aprimoramentos necessários. Conjuntamente, aliaram-se os conceitos e requisitos levantados na revisão bibliográfica ao caso estudado, confrontando a prática com a teoria. Com isso, constatou-se que a gamificação é um instrumento eficaz de gestão, sendo uma estratégia bem-vista pelos funcionários. Entretanto, deve-se atentar para a adequabilidade de alguns elementos e características da gamificação, que são fatores determinantes para o seu sucesso, quer sejam: perfis dos jogadores, relevância das funcionalidades, forma de comunicação das regras e funcionamento das dinâmicas do jogo e atratividade das recompensas. Caso tais fatores não sejam tratados de maneira adequada e consistente, haverá um desinteresse pela ferramenta, minando os seus efeitos positivos. / Gamification has been gaining strength within organizations as a way of engaging and influencing behaviors of its employees to achieve better results. Although the use of games is old and can be applied to several fields of knowledge, gamification within the corporate environment has only grown in recent decades, arousing interest in companies as a way to increase the engagement of their employees. The purpose of this paper was to raise and explore the main effects of gamification within the corporate environment and to understand how it contributes to generate engagement. Through a case study within a financial institution that recently introduced gamification as a management tool, it was sought to identify the resulting impacts with its application, listing the main perceptions of managers and participants, as well as their positive aspects, challenges, and necessary improvements. Together, allied concepts and requirements raised in the literature review to the case studied, confronting the practice with theory. With this, it was verified that the gamification is an effective instrument of management, being a strategy well seen by the employees. However, attention must be paid to the suitability of some elements and characteristics of gamification, which are determinants for its success, whether: player profiles, relevance of the functionalities, form of communication of the rules and functioning of the dynamics of the game, and attractiveness of rewards. If these factors are not treated properly and consistently, there will be a lack of interest in the tool, undermining its positive effects.

Conselho Nacional de Desenvolvimento Científico e Tecnológico / This work aimed to analyze the Environmental Management indicators of municipalities fully or partially inserted in the watershed of Japaratuba River in the State of Sergipe.Through specific objectives were identified and measured the indicators of institutional capacity and environmental planning, develop a profile of indicators to support monitoring the public environmental management and propose solutions for public policies based on the indicators.The methodological research procedure was exploratory, descriptive literature and on the approach was qualitative and quantitative. The procedures used for data collection was done by identifying the institutional capacity dimensions and environmental planning, but also through the official sources. As a result of this research, the low participation of municipalities in environmental management was noted. Due to these information were indicated the main obstacles that are related to the lack of council, municipal environmental fund and organizational structure in the municipalities that make up the watershed. In the dimension environmental planning, there was no existence of municipal plans and legislation in the environmental area. In short, given the deficiencies found in the municipalities that make up the watershed, is assumed to be a more focused look at the barriers checked, so that the municipal government can take decisions aiming thereafter the sustainability of the watershed. / A presente dissertação teve como objetivo analisar os indicadores de Gestão Ambiental dos municípios inseridos total ou parcialmente na Bacia Hidrográfica do Rio Japaratuba no Estado de Sergipe. Através de objetivos específicos foi possível identificar e mensurar os indicadores de capacidade institucional e de planejamento ambiental, elaborar um perfil de indicadores para subsidiar o monitoramento a gestão ambiental pública e propor medidas para políticas públicas com base nos indicadores. O procedimento metodológico da pesquisa foi exploratória, descritiva, bibliográfica e quanto à abordagem foi quali-quanti. Os procedimentos utilizados para a coleta de dados foi feita através da identificação das dimensões de capacidade institucional e planejamento ambiental, como também, através das fontes oficiais. Como resultado desta pesquisa, detectou-se a baixa participação dos municípios na gestão ambiental. A partir destas informações foram apontados os principais entraves que estão relacionados à falta de conselho, fundo municipal de meio ambiente e estrutura organizacional nos municípios que compõem a bacia. Na dimensão planejamento ambiental, não se verificou a existência de planos e legislação municipal na área ambiental. Em suma, diante das carências encontradas nos municípios que compõem a bacia, pressupõe um olhar mais direcionado aos entraves verificados, a fim de que o poder público municipal possa tomar decisões visando, consequentemente a sustentabilidade desta bacia.