Education and academic related services have become as important as manufacturing and, in some cases, even more important. Considering the importance of these services as it relates to manufacturing, a problem exists. Products such as education and academic services are far less specific in value when comparing with manufactured goods, even though their quality depends on resources which can be measured, such as funding. At the same time, we must be able to quantify them and compare their values with predetermined expected levels for each area of expertise, as well as with each other. The quality of the services provided, specifically academic services, is an intangible concept that can be assessed through various methods. This research study applies the Academic Services Experience Survey, a modified version of SERVQUAL, to solve a complex and multifaceted problem of assessing and improving the quality of academic services in higher education institutions.

La investigación se centra en analizar la relación entre el liderazgo transformacional y el rendimiento de ventas en una empresa de capacitación para docentes en Trujillo, año 2022. El liderazgo transformacional destaca por su capacidad inspiradora y motivadora, contribuyendo al éxito organizacional. La pregunta de investigación explora esta relación, respaldada por una hipótesis de conexión positiva y significativa. La justificación se basa en comprender el impacto del liderazgo en las ventas. El objetivo general es evaluar esta relación, con objetivos específicos de medir el nivel de aplicación del liderazgo y evaluar las ventas. La investigación es aplicada, de enfoque cuantitativo, alcance explicativo y diseño no experimental. Se utilizó el cuestionario de liderazgo multifactorial en su versión corta y los informes de ventas en soles de enero a diciembre de 2022. Los resultados revelan una conexión significativa y positiva con un coeficiente de correlación de Spearman de 0.968, sugiriendo que mejoras en la aplicación del liderazgo transformacional se traducen en un aumento positivo en las ventas. Se destaca la necesidad de mejorar la aplicación del liderazgo, identificando áreas de específicas, y se sugiere implementar estrategias para potenciar la percepción y aplicación del liderazgo, abordando problemas de comunicación y confianza. En cuanto al rendimiento de ventas, se observa disparidad entre niveles. La investigación concluye resaltando la importancia del liderazgo transformacional y sugiere estrategias personalizadas y fortalecimiento de la cultura de liderazgo para mejorar el rendimiento de ventas. / The research focuses on analyzing the relationship between transformational leadership and sales performance in a teacher training company in Trujillo, year 2022. Transformational leadership stands out for its inspiring and motivating capacity, contributing to organizational success. The research question explores this relationship, supported by a hypothesis of a positive and significant connection. The justification is based on understanding the impact of leadership on sales. The general objective is to evaluate this relationship, with specific goals of measuring the level of leadership application and assessing sales. The research is applied, with a quantitative approach, explanatory scope, and non-experimental design. The short version of the multifactorial leadership questionnaire was used, along with sales reports in soles from January to December 2022. The results reveal a significant and positive connection with a Spearman correlation coefficient of 0.968, suggesting that improvements in the application of transformational leadership translate into a positive increase in sales. The need to improve leadership application is emphasized, identifying specific areas, and strategies are suggested to enhance the perception and application of leadership, addressing communication and trust issues. Regarding sales performance, disparity between levels is observed. The research concludes by highlighting the importance of transformational leadership and suggesting personalized strategies and strengthening the leadership culture to improve sales performance.

The purpose of this study is to examine the work life balance negotiations of three distinct culture groups employed by South Korean conglomerates located within the southeastern United States. These three cultural groups are: Korean nationals, Korean Americans, and non-Korean Americans. It is proposed that each culture will negotiate work life balances in their own manner based upon their specific inherent cultural understandings. This study is a cross-cultural examination through thirty-two open-ended interviews of employees working for large multinational Korean companies with facilities in the southern United States. Korean nationals, Korean Americans, and Americans implement different work-life balance negotiation tactics in the workplace based upon each one’s cultural association. While all three cultural groups experience difficulty in obtaining a work-life balance working for a Korean company, the Korean Americans seem to suffer the most.

Direct support professionals (DSPs) serve an important function in the daily supervision and care of clients with intellectual and developmental disabilities (ID/DD) through standardization of technical, cognitive, and ethical competencies for all DSPs. It is not clear, however, how these DSPs and managers perceive the implementation process and utility of these competencies or whether implementation results in meeting the desired outcomes for clients. Using Donabedian's quality of care model as the foundation, the purpose of this qualitative case study in New York State to understand how DSPs perceived the implementation of the DSP core competencies under the direction of front-line managers. Data were collected through face-to-face interviews with 12 DSPs and front-line managers. Data were inductively coded then subject to Braun and Clarke's thematic analysis procedure. Findings revealed that DSPs and front-line managers implemented the core competencies inconsistently because of organizational perceptions and experiences. The implications for social change stemming from this study includes recommendations to the National Alliance of Direct Support Professionals to add a practicum component to the core competencies training which may benefit people living in community residential group homes diagnosed with ID/DD through hands-on approach training that would allow full implementation of the DSP core competencies in various, every day real life situations.

The purpose of this thesis is to shed some light on the topic of top-managers' awareness and use of communication in organizations with hopes of increasing awareness and understanding of communication use in an organizational context for managers and students alike. Interviews were conducted and questionnaires e-mailed to respondents. Findings pointed towards great awareness of many aspects of communication, channels and barriers and an understanding of its impact in listeners. Use of verbal communication channels also seemed to be favored among the respondents. However, questions are raised as to the efficiency of value building when using communication channels with a low degree of personal contact between sender and receiver and what the possible influences it can have on employee cynicism and identification towards the organization. An increased use of personal contact is recommended, but as managers' communication is largely controlled by time and a daily schedule, use of rhetoric seems more likely as a means of circumventing some of the possible negative aspects.

Submitted by Daniele Santos (danielesantos.htl@gmail.com) on 2017-02-22T17:37:53Z No. of bitstreams: 1 Elizabeth Rojas.pdf: 1624527 bytes, checksum: b5f7bc8eba2184b3778dbd4c4d06b39d (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2017-02-23T17:48:18Z (GMT) No. of bitstreams: 1 Elizabeth Rojas.pdf: 1624527 bytes, checksum: b5f7bc8eba2184b3778dbd4c4d06b39d (MD5) / Made available in DSpace on 2017-02-24T17:49:09Z (GMT). No. of bitstreams: 1 Elizabeth Rojas.pdf: 1624527 bytes, checksum: b5f7bc8eba2184b3778dbd4c4d06b39d (MD5) Previous issue date: 2016-12-19 / As women make wide strides in labor participation in both, business and politics, a staggering reality is that the progress is rather minimal at the top of decision-making. In Nordic nations, which rank among the top five in the world for gender equality, women fare far worse than their American counterparts in the upper echelons of large corporations. For the Chief Executive Officer (CEO) position, the number one leadership and decision-making role in a company, women held 4.6% of CEO positions in S&P 500 companies in the US, while they held zero positions in large cap companies in Finland (Catalyst, 2015). The objective of this study is to gain an in-depth understanding of how women are disproportionally represented at the top decision-making position, the CEO post, in corporations. It also seeks to investigate the key factors that impact women’s career pathway to the CEO position in corporations and recommendations from participants to change the course. This study uses an exploratory framework employing a case study of the telecommunications industry, and compares the experiences of a Nordic country, Finland, with the United States, with an eye on the so-called Nordic Mystery (The Economist, 2014). Data was collected by conducting interviews with 11 participants in both countries, including CEOs and chief government decision-makers in the industry and leading experts in academia, business and international executive-search firms. This exploratory study poses limitations: a small number of participants in the sample, a reduced geographical context, short period of time for data collection, and findings applicable solely to the largest publicly traded firms. Contrary to most quantitative studies, however, this qualitative approach of interviewing current top decision-makers deepens the understanding of this phenomenon and serves as a starting point for future research of women CEOs.

L’objectif de la thèse est d’analyser le processus de construction d’un outil de contrôle de gestion inter-organisationnel mobilisant de multiples organisations publiques et privées, en prenant le cas de l’expérimentation du « Tableau de bord de pilotage de la performance », nommé ainsi par l’institution portant le projet (ANAP). La grille de lecture de l’anthropologie symétrique permet de proposer des résultats autour de trois thématiques : la trajectoire de l’outil, le rôle des acteurs et actants dans le processus de construction et les stratégies des acteurs. L’ensemble des résultats amène à proposer des pistes d’amélioration du processus. Parmi celles-ci, il est proposé de sélectionner les controverses les plus décisives et de les traiter avec transparence afin d’éviter la démobilisation des acteurs, de favoriser les rôles non prévus mais souhaitables et d’adapter les modalités de participation aux acteurs en fonction des stratégies qu’ils déploient. / The aim of the thesis is to analyze an inter-organizational management control system construction, mobilizing multiple public and private organizations in the process. Our research is based on a field research involving PhD in experimental project of the first common tool for all social-medical sector: a management control system called "performance management Dashboard" by the institution which support the project (ANAP). Symmetrical anthropology reading grid, a part of the theory of translation, can provide results on three themes: the management control trajectory, the role of actors and actants in the construction process and actors’ strategies. All these results lead us to suggest ways of improving the process. Among these recommendations, it is offered to select the most critical controversies and deal with transparency to avoid actors’ demobilization, promote unanticipated but desirable roles and adapt the modalities of participation for actors based on strategies they deploy.

Made available in DSpace on 2015-03-26T13:58:37Z (GMT). No. of bitstreams: 1 texto completo.pdf: 904859 bytes, checksum: 818ef8bd958bac77d3e6400dba52155c (MD5) Previous issue date: 2013-09-19 / Brazil is among the greatest world producers and traders of agricultural products. The inevitable growth of international trade, combined with the country s huge borders contributes, nevertheless, to increased risk of entrance and establishment of pests that may cause significant economic, social and environmental impact. The Ministry of Agriculture, Livestock and Food Supply s (MAPA) decentralized plant protection units, although operating in line with legal regulation and guidelines, and within the limits of its regimental competencies, do not have a procedural manual. The objective of this dissertation is to develop a procedural manual to guide the performance of the plant protection activities. The methodology used in planning, research, mapping and construction of the manual is the one developed and adopted by MAPA s Planning and Management Coordination, through its Mapping, Improvement and Implementation of Service Processes Manual (MAIPS). As a result of field research, twenty-four sub-processes have been mapped, comprised in three service processes that compose the macro-process Plant Health of MAPA s decentralized plant protection units. In general, research demonstrated that there are no written standard operational procedures in place and that the forms are not standardized. Throughout the improvement stage, a Procedural Manual has been built, composed by flowcharts, activity descriptions, tasks, rules and forms. / O Brasil ocupa posição de destaque no mundo como produtor e exportador de produtos agropecuários. O incremento do comércio internacional, aliado às dimensões do país, contribui, entretanto, para maior risco da entrada e estabelecimento de pragas que podem causar significativo impacto econômico, social e ambiental. As unidades de sanidade vegetal das Superintendências Federais de Agricultura, Pecuária e Abastecimento (SFAs), embora atuem embasadas nas normas legais e diretrizes emanadas pelo Departamento de Sanidade Vegetal da Secretaria de Defesa Agropecuária do Ministério da Agricultura, Pecuária e Abastecimento (DSV/SDA/MAPA) e no escopo de suas competências regimentais, não dispõem de um manual de procedimentos e de formulários que estabeleça padrões para execução de suas atividades. Esta dissertação teve por objetivo desenvolver um manual de procedimentos para a realização dessas atividades. A metodologia empregada no planejamento, pesquisa, mapeamento e elaboração do manual foi aquela desenvolvida e adotada pela Coordenação de Planejamento e Gestão do MAPA, por meio de seu Manual de Mapeamento, Aprimoramento e Implementação de Processo de Serviço (MAIPS). Como resultado da pesquisa de campo, foram mapeados vinte e quatro subprocessos, compreendidos em três processos de serviço que compõem o macroprocesso Sanidade Vegetal das SFAs. Verificou-se ainda que, regra geral, não existem procedimentos operacionais padrão escritos e que os formulários utilizados não são uniformizados. Como resultado da fase de aprimoramento, foi construído o Manual de Procedimentos para as Unidades de Sanidade Vegetal das SFAs, composto de fluxogramas, descrições de atividades, tarefas, regras e formulários.

Submitted by Cláudia Bueno (claudiamoura18@gmail.com) on 2015-10-16T18:21:54Z No. of bitstreams: 2 Dissertação - Gustavo Alexandre de Oliveira Silva - 2014.pdf: 2355967 bytes, checksum: 3f66cdf505547d6ecde1f724311201fd (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2015-10-19T13:47:55Z (GMT) No. of bitstreams: 2 Dissertação - Gustavo Alexandre de Oliveira Silva - 2014.pdf: 2355967 bytes, checksum: 3f66cdf505547d6ecde1f724311201fd (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Made available in DSpace on 2015-10-19T13:47:55Z (GMT). No. of bitstreams: 2 Dissertação - Gustavo Alexandre de Oliveira Silva - 2014.pdf: 2355967 bytes, checksum: 3f66cdf505547d6ecde1f724311201fd (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) Previous issue date: 2014-12-15 / Efficient and effective communication among members of an educational institution is a prerequisite for the success of such organizations. Literature has shown that internal communication is one of the main aspects of management activities and that communication practices are essential to organizational management. The aim of this research was to map the internal communication practices of management activities in two federal institutions of technological education and examine whether such practices vary from one institution to another. The institutions that took part in this research were the Goiano Federal Institute and the Triângulo Mineiro Federal Institute, and the research method used was the comparative case study. Thus, we evaluated if the communication practices that are considered important and essential by the managers are effectively used in the institutions. For this purpose, a documental analysis and a field research involving 116 managers from both institutions were carried out. The participants were asked to answer a questionnaire about 16 communication practices that are commonly found in educational institutions. The results showed that the managers’ perception of an internal/external communication strategic plan is relatively low since around 30% of them had such perception. The most used communication channels were email (80-95%), followed by telephone (65-77%) and internal notices (62-73%) in both institutions. In contrast, channels such as audio and videoconference, blogs, discussion forums, house organs and twitter showed no significant values in any institutions. Most of the analyzed communication practices showed an index of utilization lesser than 50% in both institutions, thus characterizing a deficiency or even an inexistence of an internal communication strategic plan. However, the index of importance assigned to the same communication practices by the managers was higher than 50% in 15 out of 16 practices in both institutions, with 13 of them over 70%. In conclusion, several communication policies adopted by the institutions have no formal records in the analyzed documents and despite the degree of utilization in most of the analyzed practices showed a low index, the great majority of them was recognized as an important management activity. / A comunicação eficiente e eficaz entre os membros de uma instituição de ensino é um pré-requisito para o sucesso de tal organização. A literatura mostra que a comunicação interna é um dos principais aspectos das atividades gestoras e que as práticas de comunicação são fundamentais para a gestão organizacional. O objetivo desta pesquisa foi o de mapear as práticas de comunicação interna das atividades gestoras em duas instituições federais de educação tecnológica e analisar se essas práticas variam de uma instituição para outra. As instituições participantes desta pesquisa foram o Instituto Federal Goiano e o Instituto Federal do Triângulo Mineiro, e o método de pesquisa adotado, o estudo de caso comparado. Dessa forma, foi possível avaliar se as práticas de comunicação consideradas importantes e essenciais pelos gestores são efetivamente utilizadas nas instituições. Assim, foram realizadas uma análise documental e uma pesquisa de campo com 116 gestores das instituições participantes que responderam a um questionário sobre 16 práticas de comunicação encontradas em instituições de ensino. Os resultados mostraram que a percepção da existência de um plano estratégico de comunicação interna ou externa é relativamente baixa visto que aproximadamente 30% dos gestores de ambas as instituições tiveram tal percepção. Os canais de comunicação mais utilizados em ambas as instituições foram e-mail institucional (80-95%), seguido pelo telefone (65-77%) e comunicados internos (62-73%). Em contraste, veículos como áudio e videoconferência, blogs, fóruns de discussões, jornal informativo institucional e twitter não apresentaram utilização significativa em nenhuma instituição. A maioria das práticas de comunicação analisadas apresentou índice de utilização inferior a 50% em ambas as instituições, caracterizando deficiência ou até mesmo inexistência de um planejamento estratégico de comunicação interna. Contudo, o índice de importância atribuída a elas pelos gestores foi superior a 50% em 15 das 16 práticas em ambas as instituições, com 13 delas acima de 70%. Em conclusão, várias políticas de comunicação adotadas pelas instituições não apresentaram registros formais nos documentos analisados e apesar do grau de utilização da maioria das práticas analisadas ser considerado baixo, a grande maioria delas foi reconhecida como importante atividade gestora.

Submitted by JÚLIO HEBER SILVA (julioheber@yahoo.com.br) on 2017-06-08T18:47:06Z No. of bitstreams: 2 Dissertação - Luiza Araújo Amâncio - 2014.pdf: 1657397 bytes, checksum: 1cd2f6bc94a5ffe38f6613532e86a232 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2017-06-09T11:12:15Z (GMT) No. of bitstreams: 2 Dissertação - Luiza Araújo Amâncio - 2014.pdf: 1657397 bytes, checksum: 1cd2f6bc94a5ffe38f6613532e86a232 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2017-06-09T11:12:15Z (GMT). No. of bitstreams: 2 Dissertação - Luiza Araújo Amâncio - 2014.pdf: 1657397 bytes, checksum: 1cd2f6bc94a5ffe38f6613532e86a232 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2014-12-08 / Fundação de Amparo à Pesquisa do Estado de Goiás - FAPEG / The teachings that address the issues of interpersonal relationships, job satisfaction and worker health evolved from a concept in which workers react mechanically to external and internal factors, nourished by the relationships that are built in the middle of work, influencing the quality of life . Overall objective was to analyze interpersonal relationships and their interaction with satisfaction in working and vulnerability to stress within a hospital organization. Study with a multidisciplinary team of health from a public, state hospital, size III. Data collection was conducted by means of questionnaires: sociodemographic health, socioeconomic status, Check List of Interpersonal Transactions - II (CLOIT - II) EVENT - Scale Vulnerability to Stress at Work, S20 / 23 - the Satisfaction Questionnaire work. For data analysis, we used a simple descriptive analysis, Student's t test, the Pearson correlation coefficient and the correction for attenuation. 111 healthcare professionals, including nurses, nursing technicians, nutritionists, psychologists and social assistants sectors Intensive Care Unit (ICU), Internal Medicine (CM) and Emergency Department (PA) were interviewed; most are practical nurses (71.2%), followed by nurses (10.9%) (34.2%) are leased to the ICU, 29 (26.1%) in CM, 41 (36.9%) in PA, 2 (1.8) in CM and PA and 1 (0.9%) is in the ICU, CM and PA. The average age is 37.38 years. Regarding the analysis of interpersonal relations in general, results suggest that occupational PA and CM groups assume more intense patterns of behavior, on the other hand, the CTI group members of this team are less intense in their pipelines. Members of the CM, CTI and PA have tendency to friendliness (Mean = 7.38; 7.13; 7.90) respectively, while observers in each group perceive the friendly (Mean = 7.13) safe (Average = 5.45) and dominant (Mean = 5.11). Comparing the interpersonal profile of the three groups, professionals working in the ICU tend to be colder and emotionally insecure in their relationship, unlike the PA and CM, they tend to be more deferential, exhibitionists and sociable. Interpersonal positions correlating with factors EVENT showed positive correlations, being more vulnerable to stress from the point of view of climate and organizational functioning, work pressure and infrastructure and routine. Correlations of interpersonal positions with the factors of S20 / 23 showed negative correlations being dissatisfied from the point of view of satisfaction with the hierarchical relationships, satisfaction with the physical work environment and the intrinsic satisfaction. We conclude that the results point to the need for greater knowledge of what causes satisfaction or dissatisfaction, stress or be vulnerable to it from the point of view of interpersonal relationships of healthcare workers, as well as working components that can be bound by 12 these issues and how aspects of quality of life that can be improved in this population, considering that more satisfied employees perform better activities and responsibilities have less risk of being exposed to some injury to health, for example, stress . / Os ensinamentos que abordam os temas de relações interpessoais, satisfação no trabalho e a saúde do trabalhador evoluíram de uma concepção em que o trabalhador reage mecanicamente a fatores externos e internos, nutrido pelas relações que são construídas no meio de trabalho, influenciando na qualidade de vida. Foi objetivo geral analisar as relações interpessoais e a sua interação com a satisfação no trabalhado e vulnerabilidade ao estresse dentro de uma organização hospitalar. Estudo realizado com equipe multidisciplinar da área da saúde de um hospital público, estadual, de porte III. A coleta de dados foi realizada por meios dos questionários: sociodemográfico de saúde, classificação socioeconômica, Check-List of Interpessoal Transactions – II (CLOIT – II) , EVENT – Escala de Vulnerabilidade ao Estresse no Trabalho, S20/23 – Questionário de Satisfação no Trabalho. Para a análise dos dados, utilizaram-se análise descritiva simples, o Teste t de student, o Coeficiente de Correlação de Pearson e a correção por atenuação. Foram entrevistados 111 profissionais da área da saúde, incluindo enfermeiros, técnicos de enfermagem, nutricionistas, psicólogos e assistentes social dos setores Unidade de Terapia Intensiva (CTI), Clínica Médica (CM) e Pronto Atendimento (PA), a maioria são técnicos de enfermagem (71,2%), seguido de enfermeiros (10,9%), (34,2%) estão locados no CTI, 29 (26,1%) na CM, 41 (36,9%) no PA, 2 (1,8) na CM e PA e 1 (0,9%) está no CTI, CM e PA. A idade média é de 37,38 anos. Quanto às análises das relações interpessoais, de modo geral, os resultados sugeriram que os profissionais do grupo PA e CM assumem padrões de comportamentos mais intensos, por outro lado, no grupo CTI os membros desta equipe são menos intensos em suas condutas. Os membros da CM, CTI e PA possuem tendência para a amigabilidade (Média = 7,38; 7,13; 7,90) respectivamente, enquanto que os observadores de cada grupo os percebem amigáveis (Média = 7,13) seguros (Média = 5,45) e dominantes (Média = 5,11). Comparando o perfil interpessoal dos três grupos, profissionais que trabalham no CTI tendem a serem mais frios afetivamente e inseguros nas suas relações, ao contrário do PA e CM, eles tendem a serem mais deferentes, exibicionistas e sociáveis. Correlacionando as posições interpessoais com os fatores do EVENT apresentou correlações positivas, estando mais vulneráveis ao estresse sob o ponto de vista do clima e funcionamento organizacional, pressão no trabalho e infra-estrutura e rotina. As correlações das posições interpessoais com os fatores do S20/23 apresentaram correlações negativa estando mais insatisfeitos sob o ponto de vista da satisfação com as relações hierárquicas, satisfação com o ambiente físico de trabalho e a satisfação intrínseca. Conclui-se que os resultados apontam para a necessidade de 10 aprofundamento sobre o que causa a satisfação ou insatisfação, estresse ou estar vulnerável a ele sob o ponto de vista das relações interpessoais de trabalhadores da área da saúde, bem como os componentes de trabalho que podem estar vinculados a estas questões e como os aspectos de qualidade de vida que podem ser melhorados neste tipo de população, considerando que trabalhadores mais satisfeitos desempenharão melhor suas atividades e responsabilidades terão menor risco de estarem expostos a algum agravo á saúde, como exemplo, o estresse.