De nombreuses problématiques existent dans la conception et l’implantation des SIP (Système d’Indicateurs de Performance). Ainsi, de nombreuses méthodes ont été développées par différents praticiens et chercheurs, mais aucune d’elles n’a une couverture suffisante pour remédier à ces problèmes. L’objectif de ce travail de recherche est de partir de toutes les méthodes existantes, pour en dégager d’une part les forces et les faiblesses et permettre de développer ensuite un Cadre Généralisé des Méthodes d’Elaboration de Systèmes d’Indicateurs de Performance (CGMESIP). Ce cadre définit dans un premier temps tous les modules que devrait contenir toute méthode dédiée à la définition et à l’implantation d’un SIP. Dans un second temps, à partir de ce cadre, des améliorations ont été apportées à la méthode ECOGRAI. Cette méthode ECOGRAI* améliorée a ensuite été appliquée à un cas industriel focalisé sur la Gestion de la Maintenance. / Many problems exist in PIS (Performance Indicators Systems) design and implementation. So, a lot of methods have been developed by different practitioners and researchers, but none of them has a sufficient covering to solve all these problems. The objective of this research task is to start from all the existing methods to bring out from them , at the one hand, the strengths and the weaknesses and then, to develop a Generalized Framework of Development Methods for Performance Indicators Systems (GFDMPIS). Initially, this framework defines all the modules which should contain any method dedicated to the definition and the implementation of a PIS. In the second time, from this framework, improvements were introduced to the ECOGRAI method. This improved method ECOGRAI* was then applied to an industrial case focused on Management of Maintenance.

Submitted by Fabricia Fialho Reginato (fabriciar) on 2015-08-26T00:41:48Z No. of bitstreams: 1 AneliseWelter.pdf: 690095 bytes, checksum: 26a1937ca032ec2a02386e3f86e99aae (MD5) / Made available in DSpace on 2015-08-26T00:41:48Z (GMT). No. of bitstreams: 1 AneliseWelter.pdf: 690095 bytes, checksum: 26a1937ca032ec2a02386e3f86e99aae (MD5) Previous issue date: 2012-12-13 / Nenhuma / Os indicadores de desempenho têm um papel fundamental no gerenciamento das organizações em um ambiente cada vez mais competitivo e globalizado. Quando não há avaliação de desempenho, quando os resultados de uma organização não são medidos, eles também não podem ser gerenciados (GOLDRATT, 2002). Entretanto, a utilização de indicadores, ou mesmo a utilização de sistemas de indicadores como o Balanced Scorecard (BSC), também pode ser prejudicial à organização ao gerar resultados contrários àqueles almejados, caracterizando assim a disfunção de indicadores. Esta disfunção ocorre quando há predominância e ênfase em indicadores financeiros (disfunção temporal), quando há otimização local em detrimento ao ótimo global (disfunção por otimização local) e quando os indicadores geram ações indesejadas (disfunção comportamental). Neste contexto, esta dissertação, além de categorizar, através de uma revisão sistemática, os tipos de disfunção conforme mencionados acima, propõe uma ferramenta para identificação de indícios deste problema em sistemas de indicadores de diferentes organizações. A ferramenta contempla sete etapas de análise que percorrem os três tipos de disfunção e finaliza com a etapa de resumo dos resultados das análises. Para avaliação da ferramenta, esta é aplicada em uma empresa que utiliza o BSC caracterizando-se a pesquisa como um Design Research. / Performance indicators play a key role in managing organizations in an environment increasingly competitive and globalized. When there is no performance evaluation, when the results of an organization are not measured, they can not be managed (GOLDRATT, 2002). However, the use of indicators, or even the use of indicator systems as the Balanced Scorecard (BSC), can also be detrimental to the organization and produce results contrary to those desired, thus characterizing the dysfunction of indicators. This dysfunction occurs when there is predominance and emphasis on financial indicators (temporal dysfunction), when there is local optimization over the global optimization (dysfunction by local optimization) and when indicators generate unwanted actions (behavioral dysfunction). In this context, this thesis, in addition to categorize, through a systematic review, the types of dysfunction as mentioned above, propose a tool for identifying evidences of this problem in systems of indicators from different organizations. The tool comprises seven stages of analysis that cover all three types of dysfunction and ends with step summary of the analysis’ results. To evaluate the tool, it is applied in a company that uses the BSC characterized the research as a Design Research.