Submitted by Pedro Mizukami (pedro.mizukami@fgv.br) on 2010-03-09T18:05:25Z No. of bitstreams: 1 DMPPJ - ALEXANDRE MIGUEL.pdf: 1581577 bytes, checksum: 865a1dc510851b0e10cd6a80d7eeab39 (MD5) / Approved for entry into archive by Pedro Mizukami(pedro.mizukami@fgv.br) on 2010-03-09T18:14:50Z (GMT) No. of bitstreams: 1 DMPPJ - ALEXANDRE MIGUEL.pdf: 1581577 bytes, checksum: 865a1dc510851b0e10cd6a80d7eeab39 (MD5) / Made available in DSpace on 2010-03-09T18:14:50Z (GMT). No. of bitstreams: 1 DMPPJ - ALEXANDRE MIGUEL.pdf: 1581577 bytes, checksum: 865a1dc510851b0e10cd6a80d7eeab39 (MD5) / Through the data gathered and the problems identified at disciplinary administrative procedures at Rondônia local Judiciary and having as basic assumption the necessity of increasing celerity and efficiency to them, the present research offers a proposal of textbook for it aiming to ordain and control the procedural activities. Additionaly, it has as scope conceptualising it colaborating with all those who works with disciplinary administrative procedures to rationalise the development of activities. The proposed textbook provides concepts, methods and tools to rise the quality of the activities. The submitting proposal is focused at Rondônia local Judiciary and is objective and instrumental, permitting to aggregate efficiency at the disciplinary administrative procedures adding planning and administration techiniques to the juridical and law procedure knowledge. / A partir da análise do levantamento de dados e dos problemas verificados em processos administrativos disciplinares no âmbito do Tribunal de Justiça do Estado de Rondônia, tendo como pressuposto básico a necessidade de se impor celeridade e eficiência em sua tramitação, esta dissertação apresenta uma proposta de manual de processos administrativos disciplinares que viabilize a ordenação e controle das atividades procedimentais e que possibilite qualificar conceitos, colaborando com todos aqueles que atuam no campo disciplinar, aperfeiçoamento e racionalizando as atividades desenvolvidas. O modelo de manual proposto proporciona um conjunto de conceitos, métodos e ferramentas que objetivam melhorar a qualidade das atividades desempenhadas. A proposta trazida nesta dissertação está focada para o âmbito do TJRO e é objetiva, prática e instrumental, permitindo que se agregue eficiência na condução dos processos administrativos disciplinares, agregando ainda planejamento e gestão, além de conhecimento jurídico e processual sobre o tema disciplinar.

The study explores the management of patient complaints at a private hospital in Taiwan (i.e. the Case Hospital). The case study aims to identify factors which influence the response of the hospital to patient complaints and whether it incorporates information derived from patient complaints in its quality improvement efforts. The study was conducted in two stages. The first stage was a cross-institutional comparison of quality management systems between a hospital in Britain and a hospital in Taiwan. The study explored how these hospitals managed patient complaints and whether they took such feedback into account in reviewing priority of services. The second stage included a detailed case study of the hospital in Taiwan (the Case Hospital), exploring the hospital???s responses to patient complaints, along with the factors which may have influenced these responses. The study was designed to triangulate data through the use of a multi-method approach to derive converging or diverging empirical evidence from a variety of data sources. Data were obtained through interviews with hospital senior managers, a senior social worker, government officials, and managers of non-government organisations. A questionnaire survey was administered to managers, and the Critical Incident Technique (CIT), along with observation, was applied, as well as analysis of documents. Principally, this study adopts the techniques of thematic analysis (Lincoln and Guba, 1985a) with an interpretivist approach to analyse the empirical data. The results of the study indicate that although the Case Hospital appeared to be concerned about patients??? complaints, it did not respond in a systematic way to the messages received. Hospital managers appeared to merely attempt to pacify complainants while ignoring the underlying causes of their complaints. It was evident that there were no protocols in place as to how staff should handle complaints, and as a result, the hospital was failing to use the information about systemic problems provided by patient complaints to make any sustainable quality improvement. In other words, whilst the Case Hospital was attempting to resolve patient complaints on a case-by-case basis (doing things right for the patient, or in the terms of Argyris (1990), using ???single-loop??? learning), it was not reviewing or acting on these complaints as a collective group to identify systemic problems and deficiencies (doing right things, i.e. ???double-loop??? learning). The study found that the organisational response to complaints was influenced by features of the complaints and institutional attributes. Features of complaints affected the response pathways to complaints, such as patients??? status, the severity of complaints, and the nature of complaints. In terms of systemic features, the organisational response to complaints was influenced by the interaction between managerial factors (e.g. organisational structure and organisational culture), operational factors (e.g. documentation and communication), and technical factors (e.g. complaints handling techniques and information systems). The values of the top hospital management have been recognised as a powerful influence on these factors. Generally, results show that although the Case Hospital tends to take action to address individual complainants, there was no evidence of sustainable quality improvement within the organisation as a result of complaints data. The study recommends that if the hospital intends to use patient complaints to improve quality of clinical care, a ???double-loop??? learning strategy should be adopted within the organisation. This study also argues that governments need to take more responsibility and demand more accountability from hospitals, in terms of complaints handling. The individual hospital would thus be able to respond to patient complaints in a systemic way. Hospitals need to be more accountable when using patient complaints to drive quality improvement in the future.

The study explores the management of patient complaints at a private hospital in Taiwan (i.e. the Case Hospital). The case study aims to identify factors which influence the response of the hospital to patient complaints and whether it incorporates information derived from patient complaints in its quality improvement efforts. The study was conducted in two stages. The first stage was a cross-institutional comparison of quality management systems between a hospital in Britain and a hospital in Taiwan. The study explored how these hospitals managed patient complaints and whether they took such feedback into account in reviewing priority of services. The second stage included a detailed case study of the hospital in Taiwan (the Case Hospital), exploring the hospital???s responses to patient complaints, along with the factors which may have influenced these responses. The study was designed to triangulate data through the use of a multi-method approach to derive converging or diverging empirical evidence from a variety of data sources. Data were obtained through interviews with hospital senior managers, a senior social worker, government officials, and managers of non-government organisations. A questionnaire survey was administered to managers, and the Critical Incident Technique (CIT), along with observation, was applied, as well as analysis of documents. Principally, this study adopts the techniques of thematic analysis (Lincoln and Guba, 1985a) with an interpretivist approach to analyse the empirical data. The results of the study indicate that although the Case Hospital appeared to be concerned about patients??? complaints, it did not respond in a systematic way to the messages received. Hospital managers appeared to merely attempt to pacify complainants while ignoring the underlying causes of their complaints. It was evident that there were no protocols in place as to how staff should handle complaints, and as a result, the hospital was failing to use the information about systemic problems provided by patient complaints to make any sustainable quality improvement. In other words, whilst the Case Hospital was attempting to resolve patient complaints on a case-by-case basis (doing things right for the patient, or in the terms of Argyris (1990), using ???single-loop??? learning), it was not reviewing or acting on these complaints as a collective group to identify systemic problems and deficiencies (doing right things, i.e. ???double-loop??? learning). The study found that the organisational response to complaints was influenced by features of the complaints and institutional attributes. Features of complaints affected the response pathways to complaints, such as patients??? status, the severity of complaints, and the nature of complaints. In terms of systemic features, the organisational response to complaints was influenced by the interaction between managerial factors (e.g. organisational structure and organisational culture), operational factors (e.g. documentation and communication), and technical factors (e.g. complaints handling techniques and information systems). The values of the top hospital management have been recognised as a powerful influence on these factors. Generally, results show that although the Case Hospital tends to take action to address individual complainants, there was no evidence of sustainable quality improvement within the organisation as a result of complaints data. The study recommends that if the hospital intends to use patient complaints to improve quality of clinical care, a ???double-loop??? learning strategy should be adopted within the organisation. This study also argues that governments need to take more responsibility and demand more accountability from hospitals, in terms of complaints handling. The individual hospital would thus be able to respond to patient complaints in a systemic way. Hospitals need to be more accountable when using patient complaints to drive quality improvement in the future.

Estreia, na Constituição Federal de 1988, de forma expressa, a incidência dos princípios da ampla defesa e do due process no processo administrativo, consagrando, pois, a presença efetiva do modelo Estado de Direito a emoldurar e balizar a atividade desenvolvida pelo Poder Público. Considerando, destarte, que o Estado atua não apenas por intermédio de atos administrativos isolados, mas também por via de processos, cada dia mais complexos, demandando um particular debruçar por parte dos analistas, pareceu-nos oportuno o estudo da incidência da teoria das nulidades em sede de processos administrativos. A perspectiva deste estudo, sem abandonar a teoria da invalidez dos atos administrativos, busca o aprofundamento no domínio da ocorrência de fatores que possam conduzir à nulidade e invalidade do processo administrativo tanto geral, como disciplinar perquirindo as condições necessárias para assegurar aos processos trâmites regulares, afastando os vícios e mantendo-os sempre no campo da legalidade. A perspectiva do trabalho, destarte, busca recolocar tema tão polêmico em debate e, sob a lente da investigação científica, apresentar, de modo sistematizado, as doutrinas, as teses desenvolvidas e a jurisprudência construída de modo a assegurar a evolução do tratamento jurídico oferecido ao processo administrativo para o efetivo atingimento de suas finalidades públicas. Ao administrado, de outro lado, a pesquisa se revela de interesse, porquanto põe à luz, evidenciando, os princípios pelos quais a Administração deve se pautar para que determinado ato seja válido e eficaz. Cuida-se de preservar a supremacia do interesse público, em prol dos objetivos fundamentais do standard do Estado Democrático de Direito, dentre eles, uma sociedade livre, justa e solidária / For the first time, the 1988 Brazilian Federal Constitution expressly provides for the application of the principles of fair hearing and due process of law to administrative procedures, thereby enshrining the tangible presence of the rule of law approach, whose purpose is to frame and limit the activities performed by the Government. Therefore, considering that the Government does not operate only through isolated administrative acts, but also through increasingly complex processes that require particular examination by analysts, it seems fitting to study the application of the theory of nullities in administrative procedures. Although it does not depart from the theory of invalidity of administrative acts, the focus of this study is to inquire into facts that may result in the nullity and invalidity of administrative procedures both of a general and disciplinary nature and establish the necessary conditions to ensure the regular course of procedure, thereby avoiding errors and preserving its legal integrity. Thus, this paper aims to rekindle the discussion on this controversial subject and, based on a scientific analysis, presents a systematized portrayal of the relevant doctrines, theses and case law that were produced with a view to the development of the legal framework that underpins administrative procedure and the fulfillment of its public mission. On the other hand, this research is of interest also to private individuals, as it brings to light the principles the Public Administration must observe for any given act to be considered valid and effective. Particular care is taken to preserve the paramount importance of public interest as a fundamental objective that determines the standards of a state founded on the rule of law, including a free, equal and fair society.

Estreia, na Constituição Federal de 1988, de forma expressa, a incidência dos princípios da ampla defesa e do due process no processo administrativo, consagrando, pois, a presença efetiva do modelo Estado de Direito a emoldurar e balizar a atividade desenvolvida pelo Poder Público. Considerando, destarte, que o Estado atua não apenas por intermédio de atos administrativos isolados, mas também por via de processos, cada dia mais complexos, demandando um particular debruçar por parte dos analistas, pareceu-nos oportuno o estudo da incidência da teoria das nulidades em sede de processos administrativos. A perspectiva deste estudo, sem abandonar a teoria da invalidez dos atos administrativos, busca o aprofundamento no domínio da ocorrência de fatores que possam conduzir à nulidade e invalidade do processo administrativo tanto geral, como disciplinar perquirindo as condições necessárias para assegurar aos processos trâmites regulares, afastando os vícios e mantendo-os sempre no campo da legalidade. A perspectiva do trabalho, destarte, busca recolocar tema tão polêmico em debate e, sob a lente da investigação científica, apresentar, de modo sistematizado, as doutrinas, as teses desenvolvidas e a jurisprudência construída de modo a assegurar a evolução do tratamento jurídico oferecido ao processo administrativo para o efetivo atingimento de suas finalidades públicas. Ao administrado, de outro lado, a pesquisa se revela de interesse, porquanto põe à luz, evidenciando, os princípios pelos quais a Administração deve se pautar para que determinado ato seja válido e eficaz. Cuida-se de preservar a supremacia do interesse público, em prol dos objetivos fundamentais do standard do Estado Democrático de Direito, dentre eles, uma sociedade livre, justa e solidária / For the first time, the 1988 Brazilian Federal Constitution expressly provides for the application of the principles of fair hearing and due process of law to administrative procedures, thereby enshrining the tangible presence of the rule of law approach, whose purpose is to frame and limit the activities performed by the Government. Therefore, considering that the Government does not operate only through isolated administrative acts, but also through increasingly complex processes that require particular examination by analysts, it seems fitting to study the application of the theory of nullities in administrative procedures. Although it does not depart from the theory of invalidity of administrative acts, the focus of this study is to inquire into facts that may result in the nullity and invalidity of administrative procedures both of a general and disciplinary nature and establish the necessary conditions to ensure the regular course of procedure, thereby avoiding errors and preserving its legal integrity. Thus, this paper aims to rekindle the discussion on this controversial subject and, based on a scientific analysis, presents a systematized portrayal of the relevant doctrines, theses and case law that were produced with a view to the development of the legal framework that underpins administrative procedure and the fulfillment of its public mission. On the other hand, this research is of interest also to private individuals, as it brings to light the principles the Public Administration must observe for any given act to be considered valid and effective. Particular care is taken to preserve the paramount importance of public interest as a fundamental objective that determines the standards of a state founded on the rule of law, including a free, equal and fair society.

A proposta deste trabalho é apresentar uma explicação para a adoção de práticas administrativas e econômicas modernas pela Igreja Católica no Brasil. O objetivo é compreender como os atores religiosos justificam para si mesmos o envolvimento naquilo que anteriormente consideravam absurdo e oposto ao ideal da caridade (cf. Bourdieu, 1996a; Durkheim, 1989; Weber, 1982). Constata-se a existência de um conjunto amplo de fatos e acontecimentos recentes que indicam a entrada e a ampla difusão de conceitos econômicos e empresariais no interior do catolicismo. Esses fenômenos não parecem ter recebido explicações muito adequadas. O modelo de Bourdieu (1996) sobre a Economia dos Bens Simbólicos leva à um paradoxo insolúvel entre interesse e desinteresse, encerrando-se em uma duplicidade que não explica o movimento crescente de modernização das Igrejas. Também as teorias do mercado religioso não fornecem uma base para a compreensão. Para Berger (1985), a modernização leva ao enfraquecimento das igrejas, o que ocorre. Stark e Iannaccone (1994) não tratam de questões sobre administração e organização (cf. Frigério, 2008). O modelo explicativo adotado foi então o de Boltanski e Thévenot (1999; 2006), que permite fugir ao problema da duplicidade e compreender como são feitas críticas e associações entre ordens de valor. As análises empíricas se procederam em dois planos. Primeiramente, diacrônico, através da identificação das alterações dos formatos da crítica e compromisso entre os universos eclesial e secular. Foi feito então um histórico da idéia e das práticas de planejamento pastoral, desde 1890. Em segundo lugar, uma análise dos discursos contemporâneo daqueles atores que visam difundir, no meio católico, o pensamento e as práticas administrativas modernas. As análises corroboram a explicação proposta, de que a adoção de práticas empresariais se torna possível quando há um deslocamento da ênfase crítica para a ênfase nas figuras de compromisso entre os princípios de valor religiosos e seculares. A construção da plausibilidade da adoção de práticas econômicas capitalistas contemporâneas pela Igreja Católica se realiza quando os religiosos, ao invés de apontarem as atividades seculares ligadas aos bens temporais como expressões de egoísmo, individualismo e declínio dos valores tradicionais, passam a se apropriar delas como reforços para justificar seus objetivos organizacionais. Ou seja, administração moderna é justificada como um meio para evangelizar, promover o bem comum e a justiça; em suma, realizar a missão. / I propose to give an explanation for the adoption of modern administrative, managerial and economic practices by the Catholic Church in Brazil. The objective is to understand how the religious actors justify for themselves their involvement in something once considered absurd and the opposite to the ideals of charity. (cf. Bourdieu, 1996a; Durkheim,1989; Weber, 1982). One can find many recent facts and events which indicate the entrance and ample diffusion of entrepreneurial and economic concepts inside Catholicism. There hasnt been an adequate explanation for such phenomena. Bourdieus (1996) model on the Economy of Symbolic Goods leads to an irresolvable paradox between interest and disinterest, closing itself in a duplicity which does not explain the churchs growing movement towards modernization. At the same time, the religious market theories do not provide a basis for comprehension. For Berger (1985), modernization leads to the weakening of the churches, which isnt true. Stark and Iannaccone (1994) do not discuss issues related to the subject of organization and administration (cf. Frigério, 2008). The explanatory model I adopted was that of Boltanski and Thévenot (1999; 2006), which allows one to escape such duplicity and comprehend the dynamics of criticism and compromises among orders of values. The empiric research had two levels. Firstly, the diachronic level, through the identification of changes in different forms of critiques and compromises amongst the ecclesial and secular world. I then reconstructed a history of the idea and practices of pastoral management since 1890. Secondly, I analyzed the contemporary discourses of the actors who aim to propagate modern administrative thoughts and practices, in the catholic world. The analysis corroborate the proposed explanation: the adoption of managerial practices become possible when there is a displacement from the critical operations to the figures of compromise amongst the religious and secular principles of values. The construction of plausibility in the adoption of contemporary capitalist economic practices by the Catholic Church happens when its members, instead of denouncing secular practices related to temporal goods as expressions of egoism, individualism and decline of traditional values, appropriate them in order to justify their organizational objectives. That is to say, the modern administration is justified as a means to evangelize, promote common good and justice; in short, to carry on the mission.

Made available in DSpace on 2016-04-26T20:25:26Z (GMT). No. of bitstreams: 1 mauro.pdf: 1868343 bytes, checksum: e615ec2121a1e69720a26b890c8347aa (MD5) Previous issue date: 2005-05-04 / SUMMARY Objective The object of our investigation was to contribute, even though in a very small manner, to the development of the title theme of this paper, specially due to the absence of specialized literature in this field. Justification The theme chosen resulted from verifying that, although Article 202 of our 1988 Constitution refers to a ‘private social security regime’, ‘private’ is significantly mimimized by the extremely strong position Public Powers have in the area. Hypothesis The fact that the inspection and administrative procedures treated here are promoted by the State, markedly reveals the local legislator recognizes that complementary social security, even though rooted in the field of private law, is of relevant public interest, which, by this only, justifies the marked presence of the Administration in every instance of the existence of the entities that explore such activity. Theoretical / Methodological Aspects The survey mainly remained within the group of constitutional principles that regulate Brazilian Social Security. The survey developed is exclusively theoretical; the object of the survey was studied by applying the systematic method. Results In essence, one concludes that the inspection and administrative procedures discussed here – undoubtedly manifestations of the police power the State has in the area – constitute a way through which the Public Powers assure the effectiveness of private social security regulation activity in the country and, by this, achieve the goal of making it faithfully fulfill the very noble role it has within our social security system. / RESUMO Objetivo Nosso objetivo investigatório consistiu em contribuir, ainda que infimamente, com o desenvolvimento do tema-título do trabalho, sobretudo em face da total ausência, entre nós, de bibliografia especializada nesta seara. Justificativa A escolha do tema resultou da constatação de que, não obstante a Magna Carta de 1988 se refira, no seu art. 202, a um “regime de previdência privada”, o qualificativo em destaque parece significativamente minimizado pela fortíssima presença do Poder Público na área. Hipótese O fato de a fiscalização e o processo administrativo de que aqui se cuida serem promovidos pelo Estado, traduz com nitidez o reconhecimento, por parte do legislador pátrio, de que a previdência complementar, embora assentada no terreno do direito privado, é de relevante interesse público, o que, por seu turno, justifica a presença marcante da Administração em todos os momentos da existência das entidades que exploram tal atividade. Aspectos teórico-metodológicos Pautamo-nos, principalmente, no conjunto de princípios constitucionais que informam a seguridade social brasileira. A pesquisa desenvolvida é, exclusivamente, teórica, tendo sido empregado o método sistemático para o estudo do nosso objeto de pesquisa. Resultado Em essência, concluímos que a fiscalização e o processo administrativo versados neste trabalho – que, sem dúvida alguma, são manifestações do poder de polícia do Estado no setor -, constituem um modo de o Poder Público assegurar a efetividade da regulação da atividade de previdência privada no país e, com isto, obter que ela cumpra, fielmente, o nobilíssimo papel que lhe cabe dentro do nosso sistema de seguridade social.

A proposta deste trabalho é apresentar uma explicação para a adoção de práticas administrativas e econômicas modernas pela Igreja Católica no Brasil. O objetivo é compreender como os atores religiosos justificam para si mesmos o envolvimento naquilo que anteriormente consideravam absurdo e oposto ao ideal da caridade (cf. Bourdieu, 1996a; Durkheim, 1989; Weber, 1982). Constata-se a existência de um conjunto amplo de fatos e acontecimentos recentes que indicam a entrada e a ampla difusão de conceitos econômicos e empresariais no interior do catolicismo. Esses fenômenos não parecem ter recebido explicações muito adequadas. O modelo de Bourdieu (1996) sobre a Economia dos Bens Simbólicos leva à um paradoxo insolúvel entre interesse e desinteresse, encerrando-se em uma duplicidade que não explica o movimento crescente de modernização das Igrejas. Também as teorias do mercado religioso não fornecem uma base para a compreensão. Para Berger (1985), a modernização leva ao enfraquecimento das igrejas, o que ocorre. Stark e Iannaccone (1994) não tratam de questões sobre administração e organização (cf. Frigério, 2008). O modelo explicativo adotado foi então o de Boltanski e Thévenot (1999; 2006), que permite fugir ao problema da duplicidade e compreender como são feitas críticas e associações entre ordens de valor. As análises empíricas se procederam em dois planos. Primeiramente, diacrônico, através da identificação das alterações dos formatos da crítica e compromisso entre os universos eclesial e secular. Foi feito então um histórico da idéia e das práticas de planejamento pastoral, desde 1890. Em segundo lugar, uma análise dos discursos contemporâneo daqueles atores que visam difundir, no meio católico, o pensamento e as práticas administrativas modernas. As análises corroboram a explicação proposta, de que a adoção de práticas empresariais se torna possível quando há um deslocamento da ênfase crítica para a ênfase nas figuras de compromisso entre os princípios de valor religiosos e seculares. A construção da plausibilidade da adoção de práticas econômicas capitalistas contemporâneas pela Igreja Católica se realiza quando os religiosos, ao invés de apontarem as atividades seculares ligadas aos bens temporais como expressões de egoísmo, individualismo e declínio dos valores tradicionais, passam a se apropriar delas como reforços para justificar seus objetivos organizacionais. Ou seja, administração moderna é justificada como um meio para evangelizar, promover o bem comum e a justiça; em suma, realizar a missão. / I propose to give an explanation for the adoption of modern administrative, managerial and economic practices by the Catholic Church in Brazil. The objective is to understand how the religious actors justify for themselves their involvement in something once considered absurd and the opposite to the ideals of charity. (cf. Bourdieu, 1996a; Durkheim,1989; Weber, 1982). One can find many recent facts and events which indicate the entrance and ample diffusion of entrepreneurial and economic concepts inside Catholicism. There hasnt been an adequate explanation for such phenomena. Bourdieus (1996) model on the Economy of Symbolic Goods leads to an irresolvable paradox between interest and disinterest, closing itself in a duplicity which does not explain the churchs growing movement towards modernization. At the same time, the religious market theories do not provide a basis for comprehension. For Berger (1985), modernization leads to the weakening of the churches, which isnt true. Stark and Iannaccone (1994) do not discuss issues related to the subject of organization and administration (cf. Frigério, 2008). The explanatory model I adopted was that of Boltanski and Thévenot (1999; 2006), which allows one to escape such duplicity and comprehend the dynamics of criticism and compromises among orders of values. The empiric research had two levels. Firstly, the diachronic level, through the identification of changes in different forms of critiques and compromises amongst the ecclesial and secular world. I then reconstructed a history of the idea and practices of pastoral management since 1890. Secondly, I analyzed the contemporary discourses of the actors who aim to propagate modern administrative thoughts and practices, in the catholic world. The analysis corroborate the proposed explanation: the adoption of managerial practices become possible when there is a displacement from the critical operations to the figures of compromise amongst the religious and secular principles of values. The construction of plausibility in the adoption of contemporary capitalist economic practices by the Catholic Church happens when its members, instead of denouncing secular practices related to temporal goods as expressions of egoism, individualism and decline of traditional values, appropriate them in order to justify their organizational objectives. That is to say, the modern administration is justified as a means to evangelize, promote common good and justice; in short, to carry on the mission.

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