Thesis (MScEng (Industrial Engineering))--University of Stellenbosch, 2010. / ENGLISH ABSTRACT: The problem with which many organisations struggle in the current economical environment is that of focus. They are trapped in a situation where limited resources or lack of inherent knowledge withhold them from increasing shareholder value. This research focuses on the strategy which an organisation pursues when outsourcing those business functions which are outside their core competencies. The outcome of this decision involves them entering into a partnership with a service organisation (or consultancy). The duration of the relationship between these parties is dependent on the value (actual plus perceived) which the service organisation contributes to its customer. Pragma (a service organisation in the physical asset management (PAM) environment) is, due to the current economic turmoil, in a situation where they need to indicate the value created through the acquirement of their service. This leads to a search for a model which would provide them with the required justification. A study was conducted on current available frameworks but none of those identified suited this type of measurement. This led to the development of a unique model (based on the principles of the Balanced Scorecard) called the performance measurement value index (PMVI) which identifies the generic elements required to measure the value of a service partnership. These elements are: 1. financial perspective; 2. customer engagement; 3. risk management; and 4. internal business processes. These elements are weighted (using the analytical hierarchical process) to represent the change in value, as contributed by the elements, and is then represented as a single value (ten is used as this arbitrary value in this research). The PMVI is introduced into the PAM environment which then produces the asset management value index (AMVI). The four elements of the PMVI are broken down into five elements required for the AMVI. These elements are: 1. cost reduction; 2. asset performance improvement; 3. customer satisfaction; 4. risk reduction; and 5. asset management maturity. The model was applied to three of Pragma’s customers. The type of application (within this environment) is dependent on the nature of both the customer and service. The first two customers are both from a manufacturing environment but they differ in the type of service (ACC@Pragma vs ACC@Client) rendered. The third customer operates within the utilities and facilities environment and receives an ACC@Client service. The period over which the model was applied varies due to the use and availability of historical data of these customers. An increase in value was noted for the two ACC@Client customers (from 7.68 to 8.51 and 4.54 to 7.73 respectively), where the service partnership is still in its early stages (one to three years old). However, the ACC@Pragma customer reflected a stagnating value (6.62 to 6.59) where the service partnership is older than ten years. These results reflect the expectations which Pragma had at the beginning of the study and consequently proves that they do add value to their customers. / AFRIKAANSE OPSOMMING: Die huidige ekonomiese omgewing veroorsaak dat baie ondernemings sukkel om te fokus. Hulle word vasgevang in ‘n situasie waar ‘n beperking in hulpbronne of ‘n tekort aan nodige kennis hulle verhoed om waarde te verskaf aan hulle aandeelhouers. Hierdie navorsing ondersoek daardie strategie van ‘n onderneming wat daartoe lei dat hulle sekere besigheids funksies, wat hulle nie beskou as hul eie sterktepunte nie, uitkontrakteer en gevolglik kan fokus op hul sterktepunte. Die gevolg van hierdie besluit verg dat die onderneming ‘n ooreenkoms aangaan met ‘n dienste onderneming. Die tydperk van hierdie verhouding word bepaal deur die waarde (beide werklik en aangevoelde) wat die dienste onderneming toevoeg tot hul klient. Pragma (‘n dienste onderneming in die fisiese bates bestuur bedryf) word huidiglik gekonfronteer met die situasie waar hulle die waarde wat, weens die lewering van hul diens, toegevoeg word tot die klient. Dit lei tot die soeke na ‘n model om die lewering van hulle diens te valideer. ‘n Studie was uitgevoer op die huidige beskikbare modele wat doeltreffendheid in ‘n onderneming meet, maar geen van die geїdentifiseerdes was toepaslik op hiersie situasie nie. Dit het gelei tot die ontwikkeling van ‘n unieke model (gebaseer op die beginsels van die Balanced Scorecard) genaamd die Performance Measurement Value Index (PMVI) wat die nodige elemente vir die meting van hierdie tipe doeltreffenheid identifiseer. Hierdie elemente sluit in die: • finansiële perspektief; • kliënte interaksie; • risiko bestuur; en • interne besigheids prosesse. Die geweegde uikomste van hierdie elemente (soos bepaal deur die Analytical Hierarchical Process) word gebruik om ‘n verandering in waarde aan te dui as ‘n enkele waarde (tien in die geval van hierdie studie).Die PMVI word aangepas vir gebruik in die fisiese bate bestuur omgewing en die gevolge hiervan is die skepping van die Asset Management Value Index (AMVI). Die vier elemente, soos gebruik in die PMVI, word aangepas na vyf elemente in die AMVI. Hierdie elemente sluit in die: • verlaging van uitgawes; • bate doeltreffenheid verhoging; • kliënt tevredenheid; • risiko verlaging; en • bate bestuur verbetering (verbetering in die interne besigheids funksies van bate bestuur). Die model was toegepas op drie van Pragma se kliente. Die tipe van toepassing (binne hierdie omgewing) is afhanklik van beide die kliënt en dienste gelewer. Die eerste twee kliënte is beide afkomstig van ‘n hoofsaaklik vervaardigings-omgewing, maar die dienste gelewer aan die kliënte verskil (ACC@Pragma vs ACC@Client). Die ander klient is afkomstig vanuit ‘n dienste en geboue omgewing en ontvang die dienste van ‘n ACC@Client. Die tydperk waaroor die AMVI toegepas is verskil weens die toepaslikheid en beskikbaarheid van historiese inligting. ‘n Toename in waarde is bevind by beide van die ACC@Client kliënte (vanaf 7.68 na 8.51 en 4.54 na 7.73 onderskeidelik). Dit kan toeskryf word aan die vroeë fase waarin hierdie diens ooreenkoms funksioneer (vanaf een tot drie jaar). Die uitkomste van die ACC@Pragma, aan die anderkant, dui op stagnerende waarde (6.62 na 6.59) vir die kliënt waar die diens ooreenkoms alreeds ouer as tien jaar is. Die uitkomste van hierdie studie bewys die verwagtinge wat Pragma aan die begin van hierdie studie gehad het en bewys gevolglik dat hulle wel waarde toevoeg tot hul kliënte.

Made available in DSpace on 2014-12-17T15:53:12Z (GMT). No. of bitstreams: 1 JoaoMariaMR.pdf: 348399 bytes, checksum: fa0b19b3fa026bdbff4a3c9463313a2d (MD5) Previous issue date: 2006-05-19 / The purpose of this paper is to identify how real estate companies from the city of Natal measure their organizational performance. Traditionally these companies measure their performance using financial measures; however, the technological improvement, the internationalization of the economy and the change in consumer behavior all demand better products and services, and other measuring models. Those changes motivate organizations to continually improve the quality of their products and services. In this way, these companies need to associate their financial results to their global performance. Therefore, it is necessary to have organizational performance models that associate financial and non-financial measures to the strategies of the companies. The research also tries to identify which performance indicators are used by these companies, as well as to test a model who questions: a) if there is any relationship between managers? characteristics and performance measuring systems? characteristics; b) if there is any relationship between the company s characteristics and the characteristics of the measuring system used to evaluate its organizational performance and c) finally to verify if there is a relationship between the characteristics of the measuring system and the company s performance. The information which served as a basis for the study was obtained through an empirical research, with questionnaires, answered by 66 (sixty six) companies from the city of Natal, capital of the state of Rio Grande do Norte. The results show that none of the companies investigated use any of the performance measurement models proposed in the modern literature. However, they use on an isolated way some of the measures those models, including some measures from adopted in the Balanced Scorecard, as well as the benchmarking process, making comparisons with the performance of their competitors. The research also reveals that either bigger companies, companies with more experienced managers or with better performance show better performance measurement systems / Objetiva identificar como as imobili?rias da cidade do Natal medem seu desempenho organizacional. Tradicionalmente, as empresas avaliam o desempenho de seus processos, basicamente, utilizando medidas financeiras; por?m, o avan?o tecnol?gico, a internacionaliza??o da economia e a mudan?a no comportamento do consumidor exigem produtos e servi?os cada vez melhores, al?m de outros conjuntos de medi??o. Tais modifica??es motivam as organiza??es ? cont?nua melhoria da qualidade de seus produtos e servi?os. Nesse sentido, as empresas precisam associar os seus resultados financeiros ao seu desempenho global, necessitando, portanto, de modelos de avalia??o de desempenho organizacional, que associem medidas financeiras e n?o-financeiras ? estrat?gia das empresas. A pesquisa tamb?m procura responder quais os indicadores de desempenho utilizados por essas empresas, bem como testar um modelo conceitual, que questiona: a) se existe rela??o entre as caracter?sticas dos gestores e as caracter?sticas dos sistemas de medi??o; b) se existe rela??o entre as caracter?sticas da empresa e as caracter?sticas do sistema de medi??o, utilizado para avaliar seu desempenho organizacional; e c) se existe rela??o entre as caracter?sticas dos sistemas de medi??o e o desempenho da empresa. As informa??es, tomadas como base para o estudo, foram obtidas por meio de uma pesquisa emp?rica, com question?rios, junto a 66 (sessenta e seis) empresas da cidade do Natal, capital do Estado do Rio Grande do Norte. Os resultados revelam que as empresas pesquisadas n?o utilizam nenhum dos sistemas de avalia??o de desempenho mais modernos, citados na literatura. Contudo, utilizam isoladamente algumas medidas desses modelos, entre as quais algumas adotadas no Balance Scorecard, bem como realizam o processo de benchmarking, por meio de compara??es com o desempenho de seus concorrentes. A pesquisa tamb?m revela que empresas que t?m seus gestores com mais experi?ncia, empresas maiores e com melhor desempenho apresentam sistemas de medi??o mais sofisticados

[pt] Na atual conjuntura econômica, as organizações públicas devem prestar contas à sociedade através dos resultados e impactos que são capazes de gerar. O reconhecimento pela sociedade dos produtos gerados pelas organizações públicas se dá através da coerência nas decisões dos gestores com a eficiência, eficácia e efetividade na administração dos recursos disponíveis. Nesse sentido, é através da Gestão Estratégica que as organizações desenvolvem um processo contínuo e integrado de formulação, implantação, avaliação e correção da estratégia, capaz de conduzi-la à excelência no cumprimento da sua razão de existir (missão organizacional). O Balanced Scorecard é um Sistema de Medição de Desempenho que apoia o processo de implantação da estratégia, sendo o mais difundido e detalhado, o que garante melhor resultado na compreensão do desdobramento da estratégia em ações operacionais. Além dos motivos citados anteriormente, atendendo ao interesse do Exército Brasileiro de implantar o Sistema de Gestão Estratégica com o uso da metodologia BSC, esse trabalho buscou, através de um estudo de caso cumprindo as etapas de preparação da organização, formulação da estratégia e detalhamento, propor um Sistema de Medição de Desempenho baseado no Balanced Scorecard em apoio à Gestão Estratégica na Unidade Central de Transportes do Exército Brasileiro (Estabelecimento Central de Transportes), tendo como resultado a validação e utilização do sistema proposto, viabilizando a melhor gestão dos recursos disponíveis, adoção de uma mentalidade estratégica por parte dos militares envolvidos, além da aderência ao Programa de Excelência do Exército Brasileiro. / [en] In the current economic environment, public organizations must be accountable to society through the results and impacts that they are capable of generating. The recognition by society of the products generated by the public organizations is given through the coherence in the decisions of the managers with an efficiency, efficiency and effectiveness in the administration of the available resources. In this sense, it is through the Strategic Management that organizations develop a continuous and integrated process of formulation, implementation, evaluation and correction of the strategy, capable of leading it to excellence in fulfilling its reason for existing (organizational mission). The Balanced Scorecard is a Performance Measurement System that supports the process of implementing the strategy, being the most widespread and detailed, which guarantees a better result in understanding the strategy s deployment in operational actions. In addition to the reasons cited above, in view of the Brazilian Army s interest in implementing the Strategic Management System with the use of the BSC methodology, this work sought, through a case study fulfilling the steps of preparation of the organization, strategy formulation and detailing, to propose a Performance Measurement System based on the Balanced Scorecard in support of Strategic Management in the Central Transportation Unit (Estabelecimento Central de Transportes), resulting in a validity and use of the proposed system, making possible a better management of available resources, adoption of a strategic mentality on the military involved, in addition to adherence to the Program of Excellence of the Brazilian Army.

Due to the increase in investments in physical structure and incentives by educational institutions, agencies of innovation promotion and financing, technology-based companies show annual growth. However, organizations need to be prepared for positive or negative scenarios, reinforcing how the strategy becomes evolutionary, as well as each business that interacts with its environment. For the entrepreneurs, understanding the value of the organizational life cycle means identifying changes likely to interfere with the company growth and development. Taking into account these scenarios, this dissertation research aimed to propose a model for measuring the level of competitiveness in technology-based companies based on intangible assets related to each phase of the organizational life cycle, through a bibliographical and applied research on the characteristics of the sector. The entire model used 57 performance indicators, considering theories about Key Performance Indicators (KPI) and some elements of the Analytic Hierarchy Process (AHP). The proposed research instrument was applied in 31 companies, and seven of them are situated in the creation stage, 5 in the launch phase, 9 in the stabilization phase, 3 in the expansion phase, 1 in the ripening phase, and 6 in the evolution phase. This modeling considered each organizational life cycle, returning in its evaluation stage an index representative of the competitive performance of each evaluated company, then allowing the comparison and discussion of the results obtained. In addition, simulations were exemplified in the case of that companies had adopted strategic actions. Thus, it is concluded to be possible to measure and evaluate the competitiveness level in technology-based companies considering the intangible assets which interfere in the organizational life cycle. / Devido ao aumento de investimentos em estrutura física e aos incentivos por parte das instituições de ensino, órgãos de fomento e financiamento à inovação, às empresas de base tecnológica apresentam crescimento anualmente. Entretanto, as organizações necessitam estar preparadas para cenários positivos ou negativos, reforçando o quanto a estratégia faz-se evolutiva, assim como cada negócio que interage com o seu ambiente. Para os empreendedores, entender o valor do ciclo de vida organizacional significa identificar as mudanças que acontecem com o crescimento e desenvolvimento da empresa. Além disso, em um ambiente competitivo, os ativos intangíveis têm sido a fonte de vantagens sustentáveis para o aumento de valor nas organizações. Frente a estes cenários, a pesquisa desenvolvida nesta dissertação de mestrado teve por objetivo propor uma modelagem de mensuração do nível de competitividade em empresas de base tecnológica a partir dos ativos intangíveis que interferem no ciclo de vida organizacional, fundamentada em uma pesquisa bibliográfica e aplicada sobre as características do setor. No total foram levantadas 57 indicadores de desempenho, utilizando-se para tanto os pressupostos referente aos Key Performance Indicators (KPI) e alguns elementos de Analytic Hierarchy Process (AHP). O instrumento de pesquisa proposto foi aplicado em 31 empresas, sendo que sete encontram-se na fase da criação, 5 na fase de lançamento, 9 na fase de estabilização, 3 na fase expansão, 1 na fase de amadurecimento e 6 na fase de evolução. A modelagem foi baseada em cada ciclo de vida, retornando em sua etapa de avaliação um índice que representa o desempenho competitivo em cada empresa avaliada, permitindo-se assim a comparação e discussão dos resultados obtidos. Posteriormente, foram exemplificadas simulações, caso as empresas adotassem ações estratégicas. Ao término, conclui-se que é possível medir e avaliar o nível de competitividade em empresas de base tecnológica a partir dos ativos intangíveis que interferem no ciclo de vida organizacional.

Le Développement Durable (DD) est « un développement qui répond aux besoins du présent sans compromettre la capacité des générations futures à répondre aux leurs. » Ses trois piliers fondateurs sont l’Economie, l’Environnement et la Société qu’il faut appréhender conjointement. Nous prenons le point de vue de la performance industrielle pour caractériser les besoins de l’entreprise dans une démarche DD. La performance industrielle, à travers son histoire, doit prendre en compte de plus en plus de critères jusqu'aux actuels piliers du DD. Nous proposons de voir le DD comme la démarche d'amélioration mise en place par l'entreprise. Dans ce sens nous proposons une aide au décideur humain qui permet de répondre aux exigences du DD et en particulier sa nature holistique et cyclique.Les entreprises déploient des approches d’amélioration continue à l’aide de standards et de méthodes comme le cycle PDCA. L’idée est alors d’enrichir cette pratique par un processus MCDA en aidant le décideur à formuler ses préférences et leur appliquer un traitement d’information adapté afin de fournir une aide à la décision qui serve la démarche d’amélioration. Pour intégrer l’imprécision dans la décision à prendre, nous proposons une méthodologie qui permet de caractériser la robustesse du résultat d’une méthode MCDA en fonction de l’imprécision des valeurs d’un critère. Pour prendre en compte l'aspect « réalisation opérationnelle » d'une action, en plus de son intérêt pour la performance de l'entreprise, nous avons développé un modèle de « faisabilité » associé aux actions en nous fondant sur la méthode ACUTA. L'idée est de proposer au décideur une information complémentaire à l'information d'utilité afin d'offrir une perspective autorisant un compromis Utilité/Faisabilité sur la décision à prendre. Nous déclinons notre proposition sur un cas pratique industriel mené dans le cadre d’une collaboration avec l’entreprise adixen Vacuum Products (aVP) d’Annecy. Ce partenariat a permis le déploiement de notre proposition pour un problème de décision portant sur les besoins d'instrumentation pour construire un système de management de l'énergie, conformément à la norme ISO 50001. / Sustainable Development (SD) is "development that meets the needs of the present without compromising the ability of future generations to meet their own needs." Its three founding pillars are Economy, Environment and Society which are to be handled together. We take the perspective of industrial performance in order to characterize the needs of a company involved in SD.Industrial performance, throughout its history, has to consider more and more numerous criteria up to the present SD pillars. We propose to look on SD as the improvement approach established by the company. According to this, we propose an aid for the human decision maker in order to fulfill the requirements of SD and notably its holistic and cyclic nature.Companies develop continuous approaches to improvement based on standards and methods like the PDCA cycle. Thus, the idea is to enrich this practice with a MCDA process for aiding the decision maker to establish his/her preference and to apply a suitable information processing to it that benefits the improvement approach. In order to integrate imprecision in the decision to be taken, we propose a methodology for characterizing the robustness of the product of a MCDA method in relation to the imprecision of a criterion value. In order to consider the aspect "operational implemantation" of an action, besides its benefit for the performance of the company, we developped a "Feasability" model related to the actions based on the ACUTA method. The idea is to offer the decision maker information complementary with utility information in order to permit a compromise Utility/Feasibility concerning the decision to be taken. Our proposition is applied to an industrial real case conducted in the framework of a partnership with the company adixen Vacuum Products (aVP) in Annecy. This partnership has led to the deployment of our proposition for a decision problem concerning the need in instrumentation required for the building of an energy management system, according to the ISO 50001 standard.

Human resources are the most important assets of any health system. In recent years it has been increasingly recognised that improving the performance of health personnel should be at the core of any sustainable solution to health system performance. However, it is widely acknowledged that health systems are not producing the desired output of health interventions due to factors such as insufficient skilled and experienced health personnel, demotivated health personnel, lack of management skills, poor working conditions and environment, and inadequate remuneration. This study explores the factors that affect performance of nurses in Namibia with the aim of providing a management framework for improving the performance of professional nurses. The study followed a quantitative research approach using an explorative descriptive design. A survey method using questionnaires was applied. The reaction to the study was positive as a response rate of 75.8% was obtained. Data analysis included identifying and comparing existence or absence of factors using the SSPS package. The target population included all professional nurses in Oshana, Otjozondjupa and Khomas regions. Baseline results revealed various factors which affect performance. The study revealed that hospitals currently have deficiencies in human resource management aspects such as recognition of employees who perform well, working conditions, implementation of performance appraisal systems, feedback on performance outcomes and management skills. These aspects are strongly associated with level of performance of health personnel. Based on the results, a management framework was proposed. The framework consists of activities for enhancing the nursing profession; strengthening knowledge and expertise, including management skills; improving performance; and generating knowledge through research. / Health Studies / D. Litt. et Phil.(Health Studies)

Bakgrund: Socialt företagande är en slags organisatorisk hybridform som växt fram under de senaste decennierna. Dessa organisationer bygger sina affärsmodeller med syfte att både generera vinst och skapa nytta för samhället. I och med detta står organisationer inom socialt företagande för utmaningar som berör prestationsmätning och beslutsfattande. Det finns därför ett behov att öka förståelsen för hur dessa typer av organisationer arbetar med prestationsmätning och vad beslutfattandet grundas på. Syfte: Studien ämnar bidra med ökad förståelse för prestationsmätning och internt beslutsfattande inom socialt företagande. Metod: Denna studie har en kvalitativ forskningsansats där utgångspunkt tagits i det konstruktivistiska perspektivet. Genom semistrukturerade intervjuer med tre olika företag har ett empiriskt material uppnåtts som bidragit till en nyanserad bild av det studerade området. Slutsats: Socialt företagande arbetar med prestationsmätning, men på olika sätt. Prestationsmätning och beslutsfattande genomsyras främst av de sociala värderingar som finns inom dessa organisationer. Det finns dock en komplexitet vad gäller prestationsmätningen och det interna beslutsfattandet på grund av organisationernas hybridkaraktär. Till exempel kan det vara svårt för dessa organisationer att uppfylla socialt värdeskapandet samtidigt som de finansiella målen måste tas hänsyn till. / Background: Social enterprises are a kind of organisational hybrid form that has emerged in recent decades. These organisations build their business models with the purpose of both generating profits and making benefits for society. As such, social enterprises face a variety of challenges, which affect performance measurement and decision-making. There is therefore a need to increase the understanding of how these types of organisations work with performance measurement and what factors underpin their decision-making. Aim: The aim of the study is to contribute to an increased understanding of performance measurement and internal decision-making in social enterprises. Methodology: This study has a qualitative research approach based on the constructivist perspective. Through semi-structured interviews with three different companies empirical material has contributed to a nuanced aspect of the studied area. Conclusion: Social enterprises work with performance measurement, but in different ways. Performance measurement and decision-making are predominantly influenced by the social values found within these organisations. However, complexity arises in terms of performance measurement and internal decision-making due to the organisations' hybrid character. For example, it may be difficult for these organisations to fulfill social value creation while taking the financial goals into account.

Submitted by Maria Medeiros (maria.dilva1@ufcg.edu.br) on 2018-09-11T12:41:27Z No. of bitstreams: 1 VICTOR VIDAL NEGREIROS BEZERRA - DISSERTAÇÃO (PROFIAP-CCJS) 2016.pdf: 3966281 bytes, checksum: 545852b43a64e3cdd977c00aa9db9066 (MD5) / Made available in DSpace on 2018-09-11T12:41:27Z (GMT). No. of bitstreams: 1 VICTOR VIDAL NEGREIROS BEZERRA - DISSERTAÇÃO (PROFIAP-CCJS) 2016.pdf: 3966281 bytes, checksum: 545852b43a64e3cdd977c00aa9db9066 (MD5) Previous issue date: 2016-04-19 / A avaliação de desempenho no contexto municipal tem se apresentado como uma importante ferramenta para o desenvolvimento e melhoria da gestão pública nesse nível federativo. Apesar disso, as avaliações do desempenho municipal têm se fundamentado em metodologias onde somente poucos critérios avaliativos são considerados e processados. Nesse sentido, o presente estudo buscou cooperar no desenvolvimento e aprimoramento de avalições de desempenho municipal através das técnicas multicritério de apoio a decisão. Tomando como base os indicadores de gasto per capita nas 28 funções de governo, este estudo teve como objetivo aplicar uma metodologia multicritério de avaliação de desempenho para medir a performance de 12 municípios do estado da Paraíba. Através da aplicação do método multicritério PROMETHEE II, foi possível identificar a aplicabilidade desse tipo de metodologia no contexto da avaliação de desempenho de municípios. A análise estatística dos dados obtidos para os anos de 2014 e 2015 mostram que algumas áreas de atuação governamental, a exemplo de Saneamento, Segurança Pública e Gestão Ambiental tem recebido menor ênfase na aplicação de recursos públicos, enquanto que áreas como Administração, Saúde e Educação tem recebido maior destaque na alocação desses recursos. Já na aplicação do método multicritério PROMETHEE II, foi possível identificar rankings de desempenho capazes de verificar e comparar de forma global a performance dos municípios estudados. / The performance measurement in the municipal context has emerged as an important tool for the development and improvement of public administration in a federal level. Nevertheless, assessments of municipal performance have been based on methodologies where only a few evaluative criteria are considered and processed. In this sense, this study sought to cooperate in the development and improvement of municipal performance measurement through Multi-Criteria Decision Aiding Techniques. Based on the per capita spending indicators in 28 functions of government, this study aimed to apply a multi-criteria methodology of performance evaluation to measure the performance of 12 municipalities in the state of Paraiba. By applying the multi-criteria method PROMETHEE II, it was possible to identify the applicability of this type of methodology in assessing the performance of municipalities. The statistical analysis of the data for the years 2014 and 2015 show that some areas of government action, such as Sanitation, Public Safety and Environmental Management have received less emphasis in the use of public funds, while areas such as administration, health and education have received the most attention in the allocation of these resources. In the application of the multi-criteria method PROMETHEE II, it was possible to identify performance rankings that were able to check and compare globally the performance of the studied municipalities.

Objective of the theses: To design business plan including analysis of options of financing by European funds, to evaluate competitiveness of the business plan by comparison with companies with similar specialization (use database ALBERTINA).

Os desafios e dificuldades que executivos de empresas encontram para desenvolver e aplicar modelos de avaliação eficientes de suas estratégias de marketing, em função da complexidade da tarefa e da quantidade de fatores que podem interferir nos resultados, além da distância existente entre a prática da gestão empresarial e os modelos científicos apresentados e reconhecidos pela academia são o porto de partida desta pesquisa. A partir deste entendimento, a intenção do estudo foi estabelecer alguns links que possibilitem desenvolver uma proposta de avaliação da eficácia da estratégia de marketing. Assim, desenvolveu-se uma pesquisa de caráter exploratório, sendo escolhido o método de estudo de caso, no qual se avalia a eficácia da estratégia de marketing da Unimed Porto Alegre, a partir de indicadores de desempenho mercadológico e empresarial. A estratégia de marketing foi elaborada em 2008 e executada a partir de 2009, sendo que o acompanhamento dos indicadores de desempenho mercadológico e empresarial para análise dos resultados foi feita entre 2009 e 2011. A estratégia de marketing analisada neste trabalho teve como principais objetivos: impactar o mercado, provocar uma percepção de admiração sustentada na proposição de valor da Cooperativa, multiplicar sua base de clientes, conquistar novos clientes e evitar a evasão, converter relacionamento em fidelidade e capturar valor, promovendo a causa do bem-estar e fazendo da Unimed Porto Alegre uma empresa admirável e desejada. O produto conceitual da estratégia de marketing é o IBE (índice de bem-estar Unimed Porto Alegre) que direciona as ações de comunicação e relacionamento da Cooperativa tanto para seus clientes quanto para seus médicos. A estratégia de marketing da Cooperativa transcendeu a sua função primária de divulgação e comercialização e passou a promover uma causa, a causa do bem-estar, buscando consolidar sua imagem e liderança no mercado e assim atingir seus objetivos estratégicos de médio e longo prazo. No estudo, foram considerados indicadores de desempenho mercadológico e empresarial já amplamente utilizados e validados em diversas pesquisas sobre o tema. A análise de vínculo entre a eficácia da estratégia de marketing e o reconhecimento público foi feita considerando o escopo, a importância e a relevância dos prêmios recebidos. Nesta dissertação buscou-se também estabelecer a ligação entre a pesquisa e a prática no campo da gestão. Os resultados indicam a possibilidade de vinculação da eficácia da estratégia de marketing da empresa pesquisada com seus indicadores de resultados mercadológicos e empresariais, bem como com as premiações recebidas ao analisar como isto aconteceu. O conjunto de evidências é muito consistente. O estudo se justifica pelo interesse em modelos de avaliação de estratégias de marketing baseados no acompanhamento de indicadores de desempenho mercadológico e empresarial e pela possibilidade de verificar, na prática, a validade de algumas construções teóricas. / The challenges and difficulties faced by corporate executives to develop and apply efficient marketing strategy performance measurement systems, whether the task complexity and multiplicity of factors that may affect the results, besides the gap between management business practice and scientific models presented and recognized by the academy are the point of departure of this research. From this understanding, the objective of this study was to establish some links that enable to develop a proposal to evaluate the effectiveness of marketing strategy. Thus, an exploratory survey was developed, it was selected the case study method, that presents the evaluation of the effectiveness of the Unimed Porto Alegre marketing strategy, based on marketing and financial performance outcomes. The marketing strategy was developed in 2008 and the execution started in 2009. The performance indicators monitoring and analysis were made between 2009 and 2011. The main objectives of the marketing strategy analyzed in this research were to: impact the market, cause a sense of wonder sustained in the Cooperative’s value proposition, multiply its customer base, gain new customers and avoid evasion, convert relationship in fidelity and capture value by promoting the cause of well-being and make Unimed Porto Alegre being admirable and desirable. The conceptual product of the marketing strategy is the IBE (Unimed Porto Alegre well-being index), that drives the communication and relationship actions of the Cooperative for both customers and doctors. The Cooperative marketing strategy transcended its primary function of marketing and sales and had begun to promote the cause of welfare, seeking to consolidate its image and market leadership, achieving its strategic objectives into medium and long-term. In this study, it was considered market and financial performance indicators widely used and validated in several studies about this topic. The analysis of the link between the marketing strategy effectiveness and public recognition was made considering the scope, importance and relevance of awards won by Unimed Porto Alegre. This dissertation also sought to establish the relationship between research and practice in the management field. The results indicate the possibility of linking the marketing strategy effectiveness of the researched company with their market and financial performance outcomes, as well the awards received, when analyzing how it happened. The body of evidence is very consistent. The study has being justified by the interest in marketing strategy performance measurement models based on monitoring market and financial performance outcomes and by the possibility to check the validity of some theoretical constructions in practice.