Submitted by Oscar Julio Filho (oscarjulio@uol.com.br) on 2012-01-23T14:32:17Z No. of bitstreams: 1 DISSERTAÇÃO OSCAR J FILHO.PDF: 1802703 bytes, checksum: 32109fb4dcd2db83474c83cebef4339d (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2012-01-24T13:11:20Z (GMT) No. of bitstreams: 1 DISSERTAÇÃO OSCAR J FILHO.PDF: 1802703 bytes, checksum: 32109fb4dcd2db83474c83cebef4339d (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-01-25T13:42:23Z (GMT) No. of bitstreams: 1 DISSERTAÇÃO OSCAR J FILHO.PDF: 1802703 bytes, checksum: 32109fb4dcd2db83474c83cebef4339d (MD5) / Made available in DSpace on 2012-01-25T13:42:51Z (GMT). No. of bitstreams: 1 DISSERTAÇÃO OSCAR J FILHO.PDF: 1802703 bytes, checksum: 32109fb4dcd2db83474c83cebef4339d (MD5) Previous issue date: 2011-10-31 / O tema Gestão de Pessoas tem sido considerado nos últimos tempos como uma questão de grande importância para a geração de competitividade interna nas empresas, tanto para a literatura quanto para os práticos. Entendendo que essa variável é um fator crítico para o desenvolvimento e desempenho sustentável das pequenas e médias empresas, esse estudo de caso se propõe a analisar o modelo de gestão de pessoas aplicado nas pequenas e médias empresas1 do setor de calçados no Brasil. O método utilizado foi aplicação de pesquisa por meio de entrevistas, junto aos funcionários de um grupo de pequenas e médias empresas, utilizando-se como base de comparação a mesma aplicação em uma empresa de grande porte do mesmo setor. Os resultados estatísticos auferidos a partir da técnica de comparação de médias e análise fatorial evidenciam que há coerência entre as bases teóricas e as assertivas que integram o instrumento utilizado para avaliar a população estudada. Observou – se a existência de influência e relação positiva entre as variáveis analisadas e um comportamento distinto entre PMEs e GDE empresa.

This study explores complexity metrics for business artifact process models described by Case Management Model and Notation (CMMN). Process models are usually described using Business Process Management (BPM), which is a relatively mature discipline with a large number of practitioners. Over the last few decades a new way of describing data intensive business processes has emerged in BPM literature, for which traditional BPM is no longer adequate. This emerging method, used to describe more flexible processes, is called business artifacts with Guard-Stage-Milestone (GSM). The work on GSM influenced CMMN, which was created to fill a market need for more flexible case management processes for knowledge workers. Complexity metrics have been developed for traditional BPM models, such as the Business Process Model and Notation (BPMN). However, traditional BPM is not suitable for describing GSM or CMMN process models. Therefore, complexity metrics developed for traditional process models may not be applicable to business artifact process models such as CMMN. This study addresses this gap by exploring complexity metrics for business artifact process models using CMMN. The findings of this study have practical implications for the CMMN standard and for the commercial products implementing CMMN. This research makes the following contributions: • The development of a formal description of CMMN using first-order logic. • An exploration of the relationship between CMMN and GSM and the development of transformation procedures between them. • A comparison between the method complexity of CMMN and other popular process methods, including BPMN, Unified Modeling Language (UML) Activity diagrams, and Event-driven Process Charts (EPC). • The creation of a systematic literature review of complexity metrics for process models, which was conducted in order to inform the creation of CMMN metrics. • The identification of a set of complexity metrics for the CMMN standard, which underwent theoretical and empirical validation. This research advances literature in the areas of method complexity, complexity metrics for process models, declarative processes, and research on CMMN by characterizing CMMN method complexity, identifying complexity metrics for CMMN, and exploring the relationship between CMMN and GSM. / Ph.D. (Computer Science)

"Can you define 'plan' as 'a loose sequence of manifestly inadequate observations and conjectures, held together by panic, indecision, and ignorance'? If so, it was a very good plan." Jonathan Stroud, The Ring of Solomon Jonathan Stroud knew that a plan cannot stand alone and needs more. Every business needs a strategy. Academics in the field of strategic management have bewailed the field's disparate, ambiguous nature. The question arises: how can these concerns be compliant with the substantial success that strategic management experienced in the past? The weaknesses of strategic management seem to be its strengths. In their study, Nag, Hambrick and Chen (2007) suggest that strategic management acts as an intellectual dealer entity, which thrives by enabling the simultaneous pursuit of multiple research orientations by a variety of disciplinary and philosophical regimes. The Bain and Company Management Tools and Trends, (Rigby & Bilodeau 2011) indicated the importance of management tools and how these tools can enhance an organisation's ability to strategise for the future. Mankins and Steele (2005) identified factors resulting in a strategy-to-performance gap and made recommendations on how an organisation can minimise such gaps. Tait and Nienaber (2010) came to the conclusion that the use of management tools could reduce challenges of formulation, implementation and evaluation resulting in closing or minimising the strategy-to-performance gap. In view of the findings of these three above-mentioned studies, this study of SAEO aimed to explore (identify, describe and understand) what factors top, middle and frontline managers perceived to hinder strategy implementation at SAEO during the 2009/10-2010/11 financial years, resulting in a strategy-to-performance gap and to determine how these factors affect the organisation. This study was conducted as a qualitative case study that used empirical evidence from real people in a real-life organisation. Data was collected from a South African electronics organisation (henceforth referred to as SAEO) involving 14 managers at three different hierarchical levels (top, middle and frontline managers). They were required to answer semi-structured questions on to how these strategy-formulation-implementation-evaluation phases affect their working environment. The interviews were conducted at the premises of the organisation and permission was sought from the CEO who granted permission for the researcher to request the managers to participate. Information was used from previous authors and a replication study was conducted using the Mankins and Steele (2005) and Tait and Nienaber (2010) studies. The purpose of this study was to identify, describe and understand "what factors, if any, hinder strategy implementation" (Ehlers & Lazenby, 2004; Mankins & Steele, 2005; Tait & Nienaber, 2010). Ehlers and Lazenby (2004:117) and Mankins and Steele (2005:66) have indicated that strategy implementation is the most difficult part of the strategic management process. In the Mankins and Steele (2005) and Tait and Nienaber (2010) studies, although the order differed, the most prevalent performance factors contributing to the strategy-to-performance gap were identified as a lack of focus/conflicting priorities and no resources, inadequate skills and capabilities, unclear accountabilities for execution, insufficient rewards and consequences and poorly communicated strategies. The results of this SAEO study confirmed that ineffective communication, followed by inadequate monitoring; insufficient leadership and no approved strategy were the main reasons for the strategy-to-performance gap. It seemed as if SAEO had a bigger challenge in communicating its strategy to employees than was the case in the Mankins and Steele (2005) and the Tait and Nienaber (2010) studies. Although the biggest challenge at the four South African Life Insurers (Tait & Nienaber, 2010) was inadequate or unavailable resources, the challenge at SAEO was ineffective communication and it was evident that it should be addressed to close the strategy-to-performance gap. Both challenges are part of the strategy implementation phase although communication could be related to formulation, implementation and evaluation of strategy. Although the results (ranking of factors indicated to contribute to the strategy-to-performance phenomenon) of this study did not entirely concur with the studies of Mankins and Steele (2005) and Tait and Nienaber (2010), the important fact remains that without a formulated strategy on how to ensure survival and growth of an organisation, challenges such as ineffective communication and/or inadequate or unavailable resources which were found in the three studies (Mankins & Steele, 2005; Tait & Nienaber, 2010; and the SAEO study) will have a negative effect on an organisation's future growth and prosperity. It became evident from this (SAEO) study that every member of an organisation will be affected should a strategy-to-performance gap exist. Therefore it is crucial that each organisation timeously identify possible factors that can result in a strategy-to-performance gap and determine what can be done to close or narrow those performance gaps. Lear (2012) contends that even if an organisation has the most outstanding strategy, the strategy will mean nothing if it is not understood at all levels within the organisation. That includes all processes to be aligned to achieve the organisation's objectives. / Business Management / M. Tech. (Business Administration)

This work presents a case study, containing the diagnosis of reverse logistics of the solid wastes existing in Ituiutaba (MG). It includes the main residues, who are the biggest collectors and buyers and which is the way taken by the residues. It still presents, a pro-active model for its environmental management. Model this, that induces the capacity to think, to project and to foresee a better future for the society of what is lived deeply today in the city. The qualitative analysis of the domiciliary residues disclosed the presence of 70% in weight of decaing organic substance. Five aspects are identified: costs of Iandfill maintenance , non senses, technique imperfections, administrative problems and lack of equipment in the current model of reverse logistics. There is a new perspective for the city of Ituiutaba (MG) to give a leap in order to improve its efficiency in environmental management. The way for the efficiency of the management of the residues is demonstrated, which must have as main precursor the municipal public power. So that the model can have effectiveness it will have to count on the support of the population, which will have to be informed of the new the proposal of reverse logistics for the urban residues. In relation to the compost produced from the humid residues, it can be evidenced that its composition presents good potential of use for production of varied plants and vegetables for presenting a good constitution of macro and micron nutrients. In relation to the balance of mass in the pro-active model there is a perspective of a shunting line of the residues from the landfills much bigger than nowadays. That is, the ambient reintegration of the residues makes a leap from current 19% to 82,8% in the proactive model of reverse logistics. This way it is possible to see a new age in the management of the solid residues for the city of Ituiutaba supported in reverse logistics. With the adoption of the pro-active model the municipal landfill will have to be used less for the covering and compacting of the recycleable residues and unwanted matter and more for the composting of the perishable organic residues. This way it is possible to prolong the useful life of the landfill, from 24 years to 99 years, with drastic reduction in the leachate generation. Soon, the study of the reverse logistics of the residues is a contribution to subsidize the city hall in the management of the solid residues, also serving, to increase the conscience of the population on the necessity of its participation in the discarding process and reusage of solid residues. / Este trabalho apresenta um estudo de caso, contendo o diagnóstico da logística reversa dos resíduos sólidos existentes em Ituiutaba (MG). Ele caracteriza quais são os principais resíduos, quem são os maiores catadores e compradores e qual é o caminho percorrido pelos resíduos. Apresenta ainda, um modelo pró-ativo para a sua gestão ambiental. Modelo esse, que induz a capacidade de pensar, projetar e antever um futuro melhor para a sociedade tijucana do que se vivencia hoje na cidade. A análise qualitativa dos resíduos domiciliares revelou a presença de 70% em peso de matéria orgânica putrescível. Identificam-se: custos de manutenção do aterro, contra sensos, falhas técnicas, administrativas e ausência de equipamentos no modelo atual de logística reversa. Abre-se a perspectiva para a cidade de Ituiutaba (MG) dar um salto a fim de melhorar a sua eficiência em gestão ambiental. O caminho para a eficiência da gestão dos resíduos é demonstrado, o qual deverá ter como principal precursor o poder público municipal. Para que o modelo possa ter efetividade ele deverá contar com o apoio da população, a qual deverá ser informada sobre a nova proposta de logística reversa para os resíduos sólidos urbanos. Em relação ao húmus produzido a partir dos resíduos putrescíveis, pode-se constatar que o composto apresenta bom potencial de uso para produção de variadas plantas e hortaliças e possui uma boa constituição de macro e micro nutrientes. Em referência ao balanço de massa no modelo pró-ativo abre-se uma perspectiva de um desvio dos resíduos do aterro sanitário bem maior do que se presencia hoje. A reintegração ambiental dos resíduos sólidos dá um salto dos atuais 19% para 82,8% no modelo pró-ativo da logística reversa. Destarte vislumbrase uma nova era na gestão dos resíduos sólidos para o município de Ituiutaba amparada na logística reversa. Com a adoção do modelo pró-ativo a área do aterro municipal deverá ser utilizada menos para o recobrimento e compactação dos resíduos recicláveis e rejeitos e mais para a compostagem dos resíduos orgânicos putrescíveis. Com isso, se vislumbra o prolongamento da vida útil do aterro, que passaria de 24 anos para 99 anos, com redução drástica na geração de chorume. O estudo do reverso da logística dos resíduos é uma contribuição para subsidiar a prefeitura na gestão dos resíduos sólidos, servindo também, para aumentar a consciência da população sobre a necessidade de sua participação no processo de descarte e reaproveitamento dos resíduos sólidos. / Mestre em Geografia

Submitted by Floriana Aguiar Castro Batista (florianaguiar@yahoo.com.br) on 2012-07-02T16:38:06Z No. of bitstreams: 2 Floriana Aguiar Castro Batista versão final Ficha Catalográfica.pdf: 804348 bytes, checksum: 4e8c520f86232357faeefe791d37381a (MD5) Folha de Aprovação.pdf: 59760 bytes, checksum: ec3c68e65accdbb91989b64799d89f39 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-07-16T12:59:24Z (GMT) No. of bitstreams: 2 Floriana Aguiar Castro Batista versão final Ficha Catalográfica.pdf: 804348 bytes, checksum: 4e8c520f86232357faeefe791d37381a (MD5) Folha de Aprovação.pdf: 59760 bytes, checksum: ec3c68e65accdbb91989b64799d89f39 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-07-16T12:59:52Z (GMT) No. of bitstreams: 2 Floriana Aguiar Castro Batista versão final Ficha Catalográfica.pdf: 804348 bytes, checksum: 4e8c520f86232357faeefe791d37381a (MD5) Folha de Aprovação.pdf: 59760 bytes, checksum: ec3c68e65accdbb91989b64799d89f39 (MD5) / Made available in DSpace on 2012-07-16T13:00:07Z (GMT). No. of bitstreams: 2 Floriana Aguiar Castro Batista versão final Ficha Catalográfica.pdf: 804348 bytes, checksum: 4e8c520f86232357faeefe791d37381a (MD5) Folha de Aprovação.pdf: 59760 bytes, checksum: ec3c68e65accdbb91989b64799d89f39 (MD5) Previous issue date: 2012-04-16 / The research aimed to explain whether the management model of SEBRAE can contribute to regional stakeholders to implement the guidelines issued by the actions of the Sustainable Amazon Plan - PAS. It was found in the literature considerations on the development and institutions, public policies for development in the Amazon; public administration for development, the evolution of their models, with emphasis on the management model - results-oriented management, and management technologies. The type of research is descriptive and exploratory. Data were collected through literature review and documentary (free access, both bibliographic and electronic - Internet). He introduced himself as an agent SEBRAE development, identified the management model called Strategic Management Results oriented - GEOR its basic foundations, and its Data management technologies were treated using the technique of content analysis, a qualitative approach . With the analysis was then surmised that the GEOR for its flexibility, its foundations and its basic management technologies - via backbone - results-oriented design methodology and its development, is to contribute effectively in achieving the actions guidelines issued by the SBP, specifically with regard to the supply chains and organized communities, which is made fundamental premise of the model and technology management - project to be developed and defined target audience, which ensures the prerogative of the actions to be taken are structured and contracted, managed, monitored and evaluated by those directly interested in the results. Keywords: Development. Public Policy in the Amazon. Public Management. Management Model and its technologies. Keywords: / A pesquisa teve como objetivo explicar se o modelo de gestão do SEBRAE pode contribuir com os atores regionais para implementar as ações emanadas das diretrizes do Plano Amazônia Sustentável – PAS. Verificou-se na literatura considerações sobre o desenvolvimento e instituições; políticas públicas para o desenvolvimento na Amazônia; gestão pública para o desenvolvimento, a evolução de seus modelos, com ênfase no modelo gerencial – gestão orientada para resultados; e tecnologias de gestão. O tipo de pesquisa é descritiva exploratória. Os dados foram coletados através de pesquisa bibliográfica e documental (de acesso livre, tanto bibliográfica quanto eletrônica – internet). Apresentou-se o SEBRAE enquanto agente de desenvolvimento; identificou-se o seu modelo de gestão denominada Gestão Estratégica Orientada para Resultados – GEOR seus fundamentos basilares, e suas tecnologias de gestão Os dados foram tratados através da técnica de análise de conteúdo, numa abordagem qualitativa. Com a análise realizada depreendeu-se então, que por sua flexibilidade a GEOR, seus fundamentos basilares e de suas tecnologias de gestão – via espinha dorsal - projeto orientado para resultados e sua metodologia de elaboração, tem como contribuir de forma efetiva na realização das ações emanadas das diretrizes do PAS, mais precisamente no que diz respeito aos das cadeias produtivas e comunidades organizadas, feita que é premissa basilar do modelo e da tecnologia de gestão – projeto, ser elaborado com e por público-alvo definido, o que lhe assegura a prerrogativa de que as ações a serem realizadas sejam estruturadas e contratualizadas: gerenciadas; monitoradas e avaliadas pelos atores diretamente interessado nos resultados.

Managing a project is multitasking. For making this easier, a project mangaer has a lot of tools. Two of the tools that are often used are a project management model and a virtual project room. These two can be of different types in different compaies and in different culutres. In this thesis, we investigate it there is any neeed for these two tools to be combined. If there is a need, how should the combination be done?

El desarrollo de la presente tesis forma parte de un estudio realizado en una empresa que brinda servicios de mantenimiento y reparación de motores eléctricos para minería, industria y generación de electricidad. La tesis tiene como finalidad proponer un modelo de gestión que permita agilizar el tiempo de reparación de motores eléctricos de corriente continua, debido a que los clientes se vienen quejando por incumplimientos en la fecha de entrega del servicio, esto genera pérdida de credibilidad, imagen de la empresa y futuros negocios. Para remediar la problemática se utilizaron herramientas de mejora continua tales como análisis de Pareto, espina pescado, 5 por qué y matriz de priorización para determinar el estado actual del servicio de reparación de motores y determinar cuál será nuestro foco para la investigación, basado en este diagnóstico se ha establecido un estándar en la nomenclatura de actividades de un servicio completo de reparación de motor y se implementó un análisis de muestreo de trabajo para determinar el tiempo de estas actividades sin cabida a los tiempos improductivos. Una vez determinado los tiempos se implementó la Hoja de Ruta la cual sirve de fuente para el seguimiento y supervisión más exacta de las actividades durante la ejecución del servicio y de esta manera cumplir con el tiempo de entrega prometido al cliente. El modelo propuesto logra disminuir el tiempo de ejecución de un servicio completo de motor eléctrico del tipo CC en un 17%, así mismo se obtuvo un incremento significativo en nuestro indicador de cumplimiento con la fecha de entrega pactada y una disminución de quejas de los clientes. The development of this thesis is about of a company that provides maintenance and repair services of electric motors for mining, industry and electricity generation. The thesis aims to propose a management model that allows speed up the repair time DC electric motors, because customers have been complaining about violations on the date of delivery of the service, which entails loss of credibility, image of the company and future business. To remedy the problems we used quality tools such as Pareto analysis, fishbone, 5 why’s and prioritization matrix to determine the current state of the service engine repair and determine what will be our focus for research, based on this diagnosis it has set a standard in the nomenclature of activities of a full-service repair, also Work sampling was used to determine the time to accommodate these activities without downtime. Once determined the times we set the Roadmap which serves as a source for more accurate monitoring and supervision of the activities during the execution of the service and thus meet the promised delivery time to the customer was implemented. It managed to reduce the execution time of a full service type DC electric motor by 17%, also a significant increase was obtained in our indicator of compliance with agreed delivery date and a decrease in customer complaints.

Problem-solving ability is now the most sought-after trait in up-and-coming executives, according to a survey of 1 000 executives conducted by Caliper Associates, reported in the Wall Street Journal by Hal Lancaster (Hoenig, 2002:338). This trait would include the ability to solve human performance problems, something many people tend to steer clear of. According to Piskurich (2002:57-58) and Rothwell, Hohne and King (2000:67-71), the most common problem-solving tools that are used when solving human performance problems are brainstorming, cause-and-effect analysis, and the five why’s technique. Although techniques such as these have proven to be robust and useful, what is required to solve human performance problems is a logical and verifiable process that can establish a data point about which relevant information can be recognized and gathered, and against which the conclusion can be evaluated, to have confirmed knowledge of the root cause of the problems. Unfortunately, existing root cause analysis processes tend to focus on processes and systems, rather than on individual performance (Bowling, 2003). The main objective of this study was to develop a root cause analysis process that would uncover the root cause(s) of uncontrolled variation(s) in human performance and prevent the recurrence of events causing the variation. In addition to addressing individual human performance incidents, it is also necessary continually to manage people’s performance to detect and address any occurrences (or recurrences) of performance variations. Therefore, in addition to the main objective, the study also aimed to develop a Human Performance Management Model that incorporated the root cause analysis process as a problem-solving tool. Action research was used in this study, because of the cyclical iterative nature of this type of research, and because it is a rigorous, responsive and flexible process. The study consisted of three cycles. The end result was a structured root cause analysis process – the Human Performance Variation Analysis (HPVA) process – that enables the systematic collection of valid and reliable information, as is required to solve variation in human performance. The HPVA process is a three-part process that consists of 11 steps. The process is in turn a tool that forms part of a ten-step Human Performance Management Model. The study contributes to the body of knowledge on human performance management by presenting the following: • a systematic root cause analysis process that uncovers the root causes of human performance problems effectively and consistently and that controls these causes of problems in a way that prevents the problems from recurring; and • a Human Performance Management Model that will help to sustain the new, improved performance; prevent the same or similar performance problem(s) in other areas of the organisation; and ultimately, create an environment and culture of continuous human performance improvement. / Thesis (PhD)--University of Pretoria, 2009. / Human Resource Management / unrestricted

O marco regulatório do setor de saneamento no Brasil inseriu, em 2007, um novo regramento para operação dos serviços de abastecimento de água, coleta e tratamento de esgotos. As Agências Reguladoras instituídas pela legislação criam mecanismos econômico-financeiros visando induzir eficiência, eficácia e permitir apropriação social de ganhos de produtividade na prestação dos serviços públicos e na execução de atividades públicas de saneamento básico. No entanto, os modelos de negócio não atendem de forma satisfatória e homogênea todos os cidadãos, resultando-lhes em notórias disparidades no acesso aos serviços, em especial, nas áreas de vulnerabilidade social. Os impactos negativos dos assentamentos precários nas metrópoles refletem-se em custos aos sistemas ecológicos e humanos no ambiente urbano de países em desenvolvimento, como o Brasil. Em relação à universalização do acesso aos serviços de abastecimento de água e esgotamento sanitário em ambiente regulado e seus reflexos nos usuários, identificam-se mecanismos de exclusão provenientes do ordenamento jurídico. Direitos fundamentais aos serviços essenciais subordinam-se ao direito de propriedade e direito ambiental. O modelo de negócio para alcançar e manter a universalização do saneamento básico deve ser inovador para integrar demandas do cidadão em situação de exclusão social, por meio de governança que os considere, sem infringir legislações. Requer atuação articulada e integrada dos gestores do saneamento e setores correlatos com suas contribuições ao desenvolvimento urbano, que combine objetivos do atendimento com equacionamento dos problemas socioambientais, de forma a contribuir na tomada de decisão. A área de estudo foi a Região Metropolitana da Baixada Santista no Estado de São Paulo operada pela Companhia de Saneamento Básico - SABESP. Adotou-se procedimentos metodológicos multivariados contendo revisão bibliográfica, levantamento de melhores práticas sobre os arranjos institucionais; sistematização de dados públicos e privados; questionários aplicados a atores do setor e líderes das comunidades, entrevistas com atores estratégicos e gestores da concessionária, vistorias de domicílios representativos da área de estudo, oficinas de diagnóstico e construção participativa de um modelo inovador para universalização do saneamento. Adotou-se a Teoria Ator-rede para diagnóstico e mapeamento de controvérsias sociotécnicas e gaps de governança das áreas com populações vulneráveis. Os resultados inovadores foram: conceitos e indicadores de Universalização Inclusiva, Governança Inclusiva e Vulnerabilidade da concessão, modelo de estudo de viabilidade econômico-financeiro para a Cidade Informal por receita incremental com definição dos conceitos de volume excedente e receita acessória, modelo de equacionamento jurídico e de gestão. Têm-se como resultados: mapa de controvérsias da universalização; e Plano de Negócio Inclusivo - PNI, software de projeções e simulações de planejamento para a Cidade Informal e Modelo Inclusivo de Institucional. / In 2007, the regulatory framework for the sanitation sector in Brazil entered in 2007, new rules for the operation of water supply services, collection and sewage treatment. Regulatory Agencies established by legislation create economic and financial mechanisms to set efficiency, effectiveness and allow social appropriation of productivity gains in the provision of public services and implementation of public activities sanitation. It becomes key opportunity against the current context, because the business models do not meet satisfactorily and homogeneously all citizens, leading them into notorious disparities in access to services, especially in the areas of vulnerability. The negative impacts of human activities misaligned the concept of quality of life and basic human rights are reflected in costs to ecological systems and humans, that is a reality still quite evident in the urban environment in developing countries like Brazil. Regarding for universal access to water supply and sanitation, adequate provision and its consequences to users, they identify mechanisms of exclusion from the legal system. Fundamental rights to essential services subordinate to the right to property and environmental law. The business model for achieving and maintaining universal sanitation must be innovative to integrate citizen demands for universal in regulated environment, through governance without infringing legislation. It requires coordinated and integrated action of sanitation managers and related sectors with their contributions to urban development; that combines service objectives with solving the socio-environmental problems in order to contribute to decision making. Make up the methodological procedures, the formulation of questions results of literature review and survey of best practices on the institutional arrangements which are necessary for the universalization of sanitation in vulnerable areas; systematization of public and private data; questionnaires with sector actors, interviews with key actors-network sector; questionnaires to managers of the dealership\'s case study, community leaders, and surveys of households representatives the 9 cities of the Baixada Santista and conducting participatory workshops for an innovative model for universal sanitation. It adopted the Actor-Network Theory for mapping socio-technical controversies and gaps in governance of the areas that need to be met by public services of water supply and sanitation to vulnerable populations. The model features components that provide security and addressing legal, economic, and financial management. The results are: of the universal controversy map; concepts and comprehensive indicators; review of the management model; business strategy; Creation of Inclusive Business Plan Template for Informal City and Sanitation Inclusive Model for 9 municipalities of the Baixada Santista in São Paulo operated by Basic Sanitation Company - SABESP. It builds-at the end of the activities, inclusive universal concepts and inclusive governance.

The aim of this dissertation is to design finance management model and then to test it in real company operated in field of facility management (property and asset management in the field of real estate’s). Designed model works with instruments of financial analysis and investment management. Key hypothesis of the model tells that return on equity should by higher or equal in comparison to weighted average cost of capital. This hypothesis is used not only for effective financial management of the company but also for its smaller units (business centres). Part of the dissertation is definition how to implement and use the model (31 steps for the implementation). Designed model (and hypothesis as well) is verified on the case study.