(in English): The diploma thesis deals with the analysis of the organizational culture of a small company with a specific focus. The organizational culture is a hard-to-grasp concept that affects the operation of every company. The aim of the thesis was to perform a diagnostics of the small company and provide a description of the organizational culture of this particular company, the orientation of this culture, influence on the efficiency of the company and also to try to reflect possible changes of the culture during development of this company. The analyzed company has only 11 employees and two members of the management, therefore I have described the analysis as an empirical probe. Tomake the probe as complex as possible, quantitative and qualitative methodology has been used. Due to the combination of both types of methodology, it is possible to reflect the changes in certain aspects of the organizational culture that occurred during its development and the employees' preferences regarding the future form of the organizational culture. The quantitative part of the thesis is based on Cameron and Quinn (2006) and uses the set of OCAI indicators made by them. The hypothesis that the dominant type of culture in the company will be the market type has not been confirmed. The results of the set of...

[pt] Este estudo tem como foco investigar o lugar da dimensão subjetiva na fala de atendentes de uma Central de Atendimento Telefônico brasileira. Com base em um corpus constituído de gravações de atendimentos a clientes de uma empresa de seguro saúde, busca-se identificar, através da forma pronominal de 1ª pessoa do singular eu, (i) como o sistema de transitividade e a estrutura de modo (Halliday, 1994) manifestam a subjetividade do atendente e (ii) que papéis o atendente exerce enquanto falante nesses contextos. O arcabouço teórico insere-se na perspectiva Sistêmico-Funcional da linguagem (Halliday, 1994), em interface com conceitos da Sociolingüística Interacional sobre o formato de produção do falante (Goffman, [1979] 2002). Esta pesquisa conta, primeiramente, com uma quantificação das ocorrências do eu através de um programa de análise lexical (Barlow, 1999), seguida de uma análise qualitativa dos contextos, considerando as ações do falanteatendente. Os resultados da pesquisa evidenciam que, em função de a fala dos atendentes ser modelada por um script de atendimento imposto pela empresa, os contextos de ocorrências do eu não são um espaço para a expressão plena da subjetividade do atendente. Conclui-se, ainda, que é prioritariamente no papel de animador que o atendente fala com o cliente para solucionar os seus problemas. / [en] This study investigates how the expression of subjectivity influences the speech of attendants at a Brazilian call center service. On the basis of a corpus of recorded call services to clients of a health-insurance company, it was attempted to identify, through the first-person pronoun, (i) how the transitivity system and the modal structure (Halliday, 1994) express the attendant s subjectivity and (ii) what are the roles taken on by the attendants while speaking in these contexts. The theoretical foundations of the study assume the Systemic Functional perspective of language (Halliday, 1994), as well as concepts of Interactional Sociolinguistics about speaker production format (Goffman, [1979] 2002). The research begins with a quantitative analysis of occurrences of I by means of lexical analysis software (Barlow, 1999), followed by a qualitative analysis of the contexts, taking into consideration the actions of the speaker-attendants. The results of the research show that, because the speech of the attendants is modeled on a script determined by the company, the contexts where I occurs are not a space for the full expression of the attendant s subjectivity. Our conclusion also shows that it is primarily as an animator that the attendant talks to the client fin order to solve his or her problems.

Submitted by Irene Nascimento (irene.kessia@ufpe.br) on 2016-09-27T17:36:50Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) dissertação Emmanuel.pdf: 1906794 bytes, checksum: 19917f5dc08391f97e9a4a5579e190d3 (MD5) / Made available in DSpace on 2016-09-27T17:36:50Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) dissertação Emmanuel.pdf: 1906794 bytes, checksum: 19917f5dc08391f97e9a4a5579e190d3 (MD5) Previous issue date: 2016-02-04 / O Planejamento Estratégico é uma peça fundamental em todas as organizações atualmente. Ele é o responsável por elaborar a estratégia de uma empresa. Estratégia esta, por sua vez, que é de suma importância na definição do futuro de uma organização. No intuito de alcançar os objetivos desejados é preciso que as ações do presente estejam, de alguma forma, alinhadas com o que foi planejado para os anos futuros. Não podemos analisar, definir e implementar estas ações sem a devida Gestão dos Processos que as compõem. Além disto, é preciso também realizar análises que irão demonstrar a situação atual da empresa e encontrar as lacunas que existem para que os seus objetivos futuros sejam atendidos. Neste contexto, foi proposta uma abordagem de desenvolvimento organizacional a qual foi aplicada como estudo de caso na empresa NECTAR. O resultado foi a concepção de seu planejamento estratégico juntamente com soluções para que as lacunas existentes entre o que a empresa é hoje e o que deseja ser no futuro sejam extintas. / Strategic Planning is a critical piece in all organizations today. It is responsible for developing the strategy of a company. This strategy, in turn, is of paramount importance in shaping the future of the organization. In order to achieve the desired goals it is necessary that the present actions are, in some way, fitted with what was planned for the coming years. We can not analyze, define and implement these actions without the proper management of processes that compose them. Moreover, it is also necessary to perform the analyzes that will demonstrate the company’s current situation and find the gaps that exist so that their future desires are met. In this context, it proposed an organizational development approach which was applied as a case study in NECTAR company. The result was the conception of strategic planning along with solutions to the gaps between what the company is today and what you want to be in the future become extinct

Orientador: Maria das Graças Conde Caldas / Dissertação (mestrado) - Universidade Estadual de Campinas, Instituto de Estudos da Linguagem / Made available in DSpace on 2018-08-25T01:42:20Z (GMT). No. of bitstreams: 1 LimaBarbosa_Adrianade_M.pdf: 11427929 bytes, checksum: f3cbc6abe5c72c52a1fa8afdd1faa3f6 (MD5) Previous issue date: 2014 / Resumo: O interesse crescente pela Ciência revela a importância das instituições museais de Ciência e Tecnologia por suas características educacionais, motivacionais e lúdicas. Nos últimos dez anos, se observa a ampliação da produção científica brasileira e sua projeção no cenário internacional. Esta realidade vem se refletindo na formulação de políticas públicas nacionais para a área de CT&I, com importantes reflexos na academia e no setor privado, embora em menor grau. No âmbito da formação da cultura científica, verifica-se, porém, um real, mas tímido crescimento de iniciativas museológicas dinâmicas (hands on), com o intuito de atrair e despertar o interesse da CT&I na sociedade, em especial, crianças e adolescentes. Embora o discurso nacional aponte para o potencial estratégico da CT&I para o desenvolvimento do país, a educação científica e tecnológica ainda deixa muito a desejar, como pode ser constatado pelos resultados negativos de pesquisas internacionais e nacionais nas áreas de Ciências, Matemática e Leitura (PISA, 2012 e Prova ABC, 2012). Qual seria, portanto, a contribuição dos centros e museus de ciência na educação científica brasileira; suas características e atuação para a formação de uma cultura científica nacional? Como acontecem os processos de criação e de gestão dessas instituições e de que forma elas se articulam com as políticas públicas municipais? Para melhor compreender essas dinâmicas e a interface das instituições museais com os setores educativo, político, administrativo e social, esta pesquisa examina três diferentes propostas de museus, considerando seus aspectos educativos e lúdicos, assim como a natureza administrativa-financeira. Trata-se de um estudo de caso múltiplo (YIN, 2005), de natureza qualitativa. As instituições selecionadas estão localizadas no Estado de São Paulo, polo científico brasileiro que mais concentra recursos e pesquisas. São elas: Catavento Cultural (vinculação estadual, localizado em São Paulo capital), Sabina Escola Parque do Conhecimento (municipal, em Santo André) e Museu Exploratório de Ciências (universitário-Unicamp, em Campinas). Resultados da pesquisa apontam a necessidade de melhoria na gestão administrativa e financeira; a importância relativa dos museus na educação científica; a baixa diversidade de ações pedagógicas junto ao público e aos professores; a baixa exploração dos museus como equipamentos públicos integrados às cidades; e a dificuldade em promover a acessibilidade em todas as suas formas. Por outro lado, constatou-se, grande nível de aprovação do público por estes espaços de educação não formal / Abstract: The increasing interest for Science reveals the importance of museal institutions in Science and Technology for their educational, motivational and recreational traits. There has been a visible increase in Brazilian scientific production within the last ten years and, with it, the country¿s international projection in this sector. This reality has been reflected in the making of national public policy to ST&I, with important reflexes on academia and, to a narrower extent, on the private sector. Within the scope of a scientific culture formation, it can be attested, however, a real, though timid, growth of dynamic (hands-on) museum-driven initiatives, aiming to attract and stimulate interest in ST&I in society, and, in special, in children and teenagers. Even though the national discourse points towards the strategic potential of ST&I for the development of the country, science and technology education still has a lot to improve, as it can be observed by the negative results of national and international tests within the areas of Science, Mathematics and Reading (PISA, 2012 and Prova ABC, 2012). What would, then, be the contribution of science centers and museums to Brazilian science education, its characteristics and action towards a formation of a national scientific culture? How do the processes of establishment and management of these institution come about and how do they articulate with municipal public policies? In order to be able to understand these dynamics and the interface museal institutions make with educational, political, managerial and social sectors, the present research examines three different museum propositions, considering their educational and recreational aspects, as well as of managerial-financial nature. The research is about a multiple case study (Yin, 2005), of qualitative nature. The selected institutions are located in São Paulo state, the Brazilian science hub which concentrates most of the resources and research. They are: Catavento Cultural (state-run, located in São Paulo city), Sabina School Park of Knowledge (municipal, in the city of Santo André, inland State of São Paulo) and Exploratory Museum of Science (university-run, at Unicamp, in Campinas). Results of the research show the need of improvement in managerial and financial areas; the relative importance of museums in science education; the narrow diversity of pedagogical actions with the public and teachers; the low usage of museums as public tools, integrated to the cities; and the difficulty in promoting accessibility in all its forms. On the other hand, it was possible to see a considerable level of approval of these non-formal education spaces by the public / Mestrado / Divulgação Científica e Cultural / Mestra em Divulgação Científica e Cultural

Significant changes in market behavior arouse the need to adopt new processes and management tools in order to make organizations more competitive and sustainable. Tálamo and Carvalho (2004) to denote the creation of a new economic order based on the structuring of different ways regarding the management and organizational control. In this perspective Pinheiro and Silva (2010, p. 3) indicate that the cooperative has evolved and conquered their own space, defined by a new way of thinking man's labor and social development . Thus, the overall goal of this work is to identify and analyze the system management tools and internal control of a cooperative in the State of Rio Grande do Sul, proposing a theoretical model applicable to that type of organization . In order to provide the framework for knowledge needed to develop this work, we took the theoretical model of cooperative management proposed by Oliveira (2006). Associated with the management, we investigated the internal control procedures, defined by Crepaldi (2007). The methodological contribution this study was a qualitative study, based on field research procedures, descriptive and exploratory. The method was case study allowed investigation of deep theoretical and its practical applicability in the context of a cooperative. The techniques were adopted methodological collection, analysis and organization of data. To obtain answers regarding the issue were used interviews, questionnaires, document analysis and direct observation. Primarily for the analysis of the results were taken as some techniques: classification, categorization, tabulation, statistical quantitative percentage and essentially content analysis. Finally, based on this detailed account of the results, on the model of cooperative management and internal control tools practiced by Cooperative, concluded categorically that the methods, routines, procedures, activities, as well as all organizational assembly caters largely to the theoretical model proposed by Oliveira (2006) and, to a lesser degree, related to a medium degree, the model Crepaldi (2007) as being necessary and crucial for organizations embedded in dynamic and competitive markets, aiming at sustainability of its business in all fields. This all gave effective conditions so that one could propose a theoretical model applicable to cooperative that included the cooperative doctrine, organizational management and internal control. / As mudanças significativas no comportamento do mercado despertam a necessidade da adoção de novos processos e ferramentas de gestão de modo a tornar as organizações mais competitivas e sustentáveis. Tálamo e Carvalho (2004) denotam para a criação de uma nova ordem econômica, com base na estruturação de formas diferenciadas quanto à gestão e controle organizacional. Nessa perspectiva Pinheiro e Silva (2010, p. 3) assinalam que o cooperativismo evoluiu e conquistou um espaço próprio, definido por uma nova forma de pensar do homem, do trabalho e do desenvolvimento social . Dessa forma, o objetivo geral desse trabalho é identificar e analisar o sistema de gestão e as ferramentas de controle interno de uma cooperativa do Estado do Rio Grande do Sul, propondo um modelo teórico aplicável a esse tipo de organização . Com o intuito de oferecer o arcabouço de conhecimentos necessários para o desenvolvimento desse trabalho, tomou-se como referencial teórico o modelo de gestão de cooperativas proposto por Oliveira (2006). Associado à gestão foram investigados os procedimentos de controle interno, definidos por Crepaldi (2007). Em termos metodológicos esse trabalho teve como aporte uma pesquisa qualitativa, apoiada em procedimentos de pesquisa de campo, descritiva e exploratória. O método foi estudo de caso que permitiu a investigação profunda dos aspectos teóricos e sua aplicabilidade no contexto prático de uma cooperativa. As técnicas metodológicas adotadas foram coleta, análise e organização dos dados. Para obtenção das respostas relativas ao problema foram utilizadas entrevistas, questionários, análise documental e observação direta. Essencialmente para a análise dos resultados foram adotadas algumas técnicas como: classificação, categorização, tabulação, estatística quantitativa percentual e, essencialmente, análise de conteúdo. Por fim, com base nesse relato pormenorizado dos resultados, acerca do modelo de gestão da cooperativa e das ferramentas de controle interno praticadas pela Cooperativa, concluiu-se, categoricamente que as metodologias, as rotinas, os procedimentos, as atividades, bem como todo o conjunto organizacional atende em grande parte ao modelo teórico proposto por Oliveira (2006) e, em grau menor, ou seja, referente a um grau médio, ao modelo de Crepaldi (2007), como sendo necessários e de fundamental importância para as organizações inseridas em mercados dinâmicos e competitivos, com vistas à sustentabilidade de seus negócios em todos os campos de atuação. Isso tudo deu condições efetivas para que se pudesse propor um modelo teórico aplicável à cooperativa que contemplou a doutrina cooperativa, gestão organizacional e controle interno.

Ofta genomförs projekt i tillfälliga organisationer och är ett tidsbegränsat åtagande. Lärande i organisationer som till största del består av projekt, s.k. projektbaserade organisationer, har andra typer av utmaningar när det gäller kunskapsöverföring än vanliga linjeorganisationer där kunskap kan skapas och stanna i avdelningar. Kunskapsöverföring i återkommande evenemangsprojekt är viktigt för att undvika att göra om misstag som kan vara kostsamma, speciellt då det är efter själva evenemanget som det går att avgöra om projektet är lyckat eller inte. Syftet med uppsatsen är att redogöra för tillvägagångssätt som kan användas för att överföra kunskap mellan återkommande evenemangsprojekt. En fallstudie om O-Ringen AB som organiserar O-Ringen, världens största orienteringsäventyr, genomfördes för att svara på studiens forskningsfråga: Vilka tillvägagångssätt kan användas för kunskapsöverföring mellan återkommande evenemangsprojekt? Med hjälp av kvalitativa intervjuer med projektledare för fyra O-Ringen och VD för O-Ringen AB samt genomgång av företagets uppdragsplan redovisas tillvägagångssätt som organisationen använder för kunskapsöverföring mellan de årligt återkommande evenemangsprojekten. Studiens resultat visar hur kunskapsöverföring kan ske mellan återkommande evenemangsprojekt. O-Ringen AB överför kunskap mellan sina återkommande evenemangsprojekt genom tidigare erfarenheter, att samla erfarenheter, informella och formella möten, dokument, icke-standardiserat material och system. / Projects are often executed in temporary organizations and are under a time limit. This is part of why learning in organizations that mainly work with projects, so-called project based organizations, have other types of challenges when it comes to knowledge transfer than in other types of organizations where knowledge is created and stays in departments. Knowledge transfer in reoccurring event projects are important to avoid repeating mistakes which could prove costly, especially when it only is after the event itself that it’s possible to determine if the project was successful or not. The purpose of this study is to describe which methods can be used in knowledge transfer between reoccurring event projects. A case study in O-Ringen AB, the company that organize O-Ringen, the world’s biggest orientation adventure, was conducted to answer this study’s research question: Which methods can be used to transfer knowledge between reoccurring event projects? The methods of knowledge transfer used in O-Ringen AB are presented in this paper. The results are based on interviews with the project managers of four O-Ringen events and the CEO of O-Ringen AB. In addition, the conceptual plan that the organization produces was used. The result of the study show how knowledge transfer can occur between reoccurring event projects. O-Ringen AB transfer knowledge between their annually reoccurring event projects through earlier experiences, collected experiences, informal and formal meetings, documents, non-standardized material and systems.

Inspired, motivated employees are essential to organizational success. Research findings indicate a strong relationship between vision, leader charisma, organizational factors, and the extent to which employees feel motivated to achieve organizational goals based on the vision, known as employee vision inspiration (EVI). However, little is known about how employees personalize organizational visions and why this affects their performance. The purpose of this qualitative study was to explore in-depth the organizational and employee-related factors that affect EVI using the constant comparative method and grounded theory methodology, and how EVI manifests itself in employee behaviors directed toward the achievement of a company's vision. Interviews with a purposeful sample of 14 employees, chosen because they were inspired by their organization's vision, provided the data needed to answer the research questions and enable the development of a grounded theory of EVI. According to this theory, having an organization with a strong culture of two-way communication and a positive work environment fostered by a leader committed to an achievable vision positively affects EVI. The theory further indicates that such an organization acts as a motivator that enhances employee satisfaction and commitment, and elevates pride in the organization, thus positively affecting EVI. The significance to social change of this study is that it may enable leaders to understand how to inspire employees to be more creative and more committed to the success of the organization, thereby fostering a more fulfilling and satisfying organizational environment.

This is a quantitative study examining the importance of social relations for organizations. The aim of the study is to examine the social relationships between management and employees, but also between co-workers, to see which has the greatest impact in terms of staying in the organization. The two hypotheses of this study involve a negative relationship. The negative relationship implies a lower probability of seeking another job if the social relations are good. With that said, employees would rather stay in their workplaces when the social relations are good. The study carries out analyses using SPSS, using two existing data sets called Opinions on jobs and working life. The data sets from the years 2005 and 2015 have been used for comparison. The results are based on crosstabs and regression analyses. Finally, the results of the study are discussed to answer the research questions, but it also suggests further research on the field. The results that emerged support the two hypotheses of the study. That is, good social relations in a workplace make employees more likely stay in the organization. It was also found that people in 2005 were more likely to stay compared to 2015.

Many features of the making of major managerial decisions have been covered by research - complexity, politicality, innovations, and so forth. Yet one - to which all others may be subject - remains almost untouched by research. It is the effects of societal culture on the way managers from different nations make, and implement, such decisions. This study compares the effects of a New World Latin dominated culture with those of an Old World Anglo-Saxon dominated culture, namely in Brazil and England respectively. It arises from the proposition that decision making, as well as other managerial practices, must be shaped by the cultures of the societies of which senior executives are part, in ways of which they themselves may be unaware. Methodologically, in response to the criticisms of earlier research which often attributed managerial and organizational differences to culture without direct evidence for that, this study began by composing portrayals of both cultures. The purpose of the portraits was to enable predictions of culturally affected elements in decision making, prior to empirical investigation. Data was collected by interview on twenty Brazilian and twenty English decisions in sixteen Brazilian and seventeen English organizations, ranging through a variety of manufacturing and service industries as well as universities. The examination of the results confirmed most of the predicted cultural characteristics. Differences although small on each variable were remarkably consistent across all variables. Brazilian strategic decision making was found to be dominated by a clique around the chief executive, who make fast decisions in a process strongly based on the social relationships between the participants. This style of decision making leads, in Brazil, to very informal processes, with little or no delays and, relatively speaking, less search for information. English decisions were found to be more consultative with more interests being involved in different stages of the process. Decisions in this country were characterized by caution and conservatism with some tendency to postpone decisions. Methodologically, the value of the prior conceptualization and description of societal culture is demonstrated since this gives meaning to the extensive differences found in all aspects of decision making. Theoretically, an attempt is made to elucidate the interconnectedness of societal culture and managerial behaviour.

Syfte – Studiens syfte har varit att öka förståelsen för de effekter som kan uppstå genom en kompetensväxling när detta sker genom en fördelning och omfördelning av arbetsuppgifter till en ny yrkeskategori. Syftet har också varit att undersöka vilken roll styrning har i att påverka dessa effekter. För att undersöka syftet har följande forskningsfrågor adresserats; (1) Vilken påverkan har en kompetensväxling på de professioner vilka möts av ett sådant koncept? (2) Hur kan styrmedel förstärka positiv och lindra negativ påverkan av en kompetensväxling? Metod – Multipel fallstudiedesign av en kvalitativ art med en kombinerad induktiv och deduktiv ansats. Insamling av data har skett genom semistrukturerade intervjuer med undersköterskor, sjuksköterskor och ledning inom Region Norrbotten. Den insamlade datan har analyserats med hjälp av tematisk analys.  Resultat – Resultatet visar att en kompetensväxling, när detta sker genom en fördelning och omfördelning av arbetsuppgifter till en ny yrkeskategori, påverkar professioner både arbetsmässigt såsom personligt. Fem teman kopplade till påverkan har identifierats: rädsla för övertalighet, minskad stress i arbetet, arbetsglädje, skepsis mot servicepersonalens vårdkännedom samt effektivitet. Resultatet visar även att styrmedel kan ha en betydande roll för hur denna påverkan tar sitt uttryck och att ledningen därmed har en stor roll här att spela.  Teoretiska implikationer – Studien bidrar med en djupare förståelse kring kompetensväxling när detta sker genom en fördelning och omfördelning av arbetsuppgifter till en ny yrkeskategori. Studien bidrar även med insikter gällande en sådan kompetensväxlings påverkan på yrkesverksamma vilka möts av ett sådant koncept. Ett annat teoretiskt bidrag är en belysning av en sådan organisationsförändring i kombination med styrning.  Praktiska implikationer – Vårt resultat antyder att styrmedel kan ha en betydande roll för utfallen av en kompetensväxling. Vi ser därför att vårt resultat kan fungera som ett stöd för personer inom en ledningsposition vilka står inför utmaningen att införa ett liknande koncept inom sin organisation. Vi ser också att studien kan fungera som ett beslutsunderlag för chefer och högre beslutsfattare vilka utforskar möjligheterna att hantera en hög arbetsbelastning och personalbrist. / Purpose – The purpose of this study has been to increase the understanding of the effects that can emerge through task-shifting when it occurs through an allocation and distribution of work assignments to a new occupation. The purpose has also been to examine the management control systems role in affecting these effects. To investigate this purpose, following research questions have been addressed; (1) What effect does task-shifting have on the professions that face such a concept? (2) How can management control systems increase positive and alleviate negative effects of task-shifting?  Method – Multiple case study of a qualitative character with a combined inductive and deductive approach. Collection of data has occurred through semi-structured interviews with orderlies, nurses and management within Region Norrbotten. The collected data has been analyzed through thematic analysis.   Result – The result shows that task-shifting, when this occurs through an allocation and distribution of work assignments to a new occupation, affects professions both operationally as well as personally. Five themes linked to effects have been identified: fear of redundancy, reduced stress at work, job satisfaction, skepticism towards the service personnel’s understanding of healthcare and efficiency. The result also indicates that management control systems can have a considerable role in how this effect is manifested and that management therefore has a big part to play.  Theoretical implications – This study contributes with a deeper understanding regarding task-shifting when this occurs through an allocation and distribution of work assignments to a new occupation. This study also contributes with insights regarding such a concepts effect on professionals that face such a concept. Another theoretical contribution is the illumination of such an organizational change in combination with management control systems.  Practical implications – Our result indicates that management control systems can have a significant role in the outcomes of task-shifting. Therefore our result can function as support for individuals within a management position who face the challenge of implementing a similar concept within their organization. Furthermore we also see the study’s potential of being a basis for managers and higher-ups decision making who are exploring different opportunities of managing a high workload and staff shortages.