Made available in DSpace on 2014-12-17T14:53:22Z (GMT). No. of bitstreams: 1 CarlosJWF.pdf: 505723 bytes, checksum: 556890e326aff587362d84e63044d669 (MD5) Previous issue date: 2006-05-19 / This work treats of a field research in restaurants of Natal. The principal objective of the research was to verify the companies they would be using some type of acting evaluation with base in no-financial perspectives, that if they assimilated to Balanced Scorecard proposal, in the dimension of the Learning and Growth. In the statistical treatment, the descriptive analysis was accomplished with part of the Descriptive Statistics. The crossed analysis was made with Cluster Analysis employment. It was reached the conclusion that would not be careful to affirm the exact percentile of the ones that they use them referred practices, because there is not an uniform use on the part of the establishments. It is admitted that, even in an informal way, intentionally or not, partly, the companies are been worth of some investigated methods. It is also concluded that the adoption of instruments of that nature can take the companies they advance her/it in competitiveness, strengthening to your continuity possibilities and of growth. The word-key of this healthy work Balanced Scorecard, Knowledge Organizacional, Evaluation of Acting, Strategy and Competitiveness / Este trabalho trata de uma pesquisa de campo em restaurantes de Natal. O principal objetivo da pesquisa foi verificar se as empresas estariam usando algum tipo de avalia??o de desempenho com base em perspectivas n?o-financeiras, que se assemelhassem ? proposta do Balanced Scorecard, na dimens?o do Aprendizado e Crescimento. No tratamento estat?stico, a an?lise descritiva foi realizada com parte da Estat?stica Descritiva. A an?lise cruzada foi feita com o emprego da Cluster Analysis. Chegou-se ? conclus?o de que n?o seria prudente afirmar o exato percentual dos que utilizam as referidas pr?ticas, pois n?o h? um uso uniforme por parte dos estabelecimentos. Admite-se que, mesmo de maneira informal, intencionalmente ou n?o, em parte, as empresas se valem de alguns m?todos investigados. Conclui-se tamb?m que a ado??o de instrumentos dessa natureza pode levar as empresas a avan?arem em competitividade, fortalecendo a suas possibilidades de continuidade e de crescimento. As palavras-chave deste trabalho s?o Balanced Scorecard, Conhecimento Organizacional, Avalia??o de Desempenho, Estrat?gia e Competitividade