The diploma thesis on the topic Role of supervision from the perspective of social work in the organization Barevný svět dětí, z. s. contains definitions of basic concepts related to supervision, history and development of supervision, description of functions and types of supervision, supervision contract, supervisors and process model of supervision. Another part of the work characterizes the organization Barevný svět dětí, z.s., especially project "Kámoš", which deals with the work. The practical part deals with the aims of the thesis, the research method of the questionnaire survey, the methodology of the survey and the analysis and interpretation of the data. The main aim of the diploma thesis was to find out how the supervision of the organization Barevný svět dětí, z.s. is taking place, z.s. as part of the project "Kámoš" and whether and how supervisors are satisfied, or what and how they want to change. The partial aim of the work was to offer the organization Barevný svět dětí, z.s. in the frame of the project "Kámoš", a recommendation to improve the quality of supervision and to compare the obtained data on the course of supervision within the project "Kámoš" with the theoretical sources of supervision. The thesis also contains the results of the survey, which show that the aims of the...

El estudio analiza las herramientas no punitivas, como una opción para lograr cambios de comportamiento en un tiempo menor, en comparación con otras herramientas, siendo que el presente se enfoca en los servicios públicos de telecomunicaciones móviles de voz en el Perú. Asimismo, se analizará la posibilidad de reducir los tiempos de solución de problemas, mediante la economía del comportamiento. También se analizarán todos los casos del servicio público móvil de voz en el Perú, que han sido revisados por el OSIPTEL, referidos a cobertura, calidad de voz, y disponibilidad del servicio móvil de voz, en el contexto de los recientes fenómenos naturales. Se utilizará el Método hipotético deductivo tomando en cuenta las observaciones realizadas a un caso a partir del cual se plantea un problema específico y se utilizará un razonamiento deductivo para validar la hipótesis empíricamente. Asimismo, se evaluará las herramientas punitivas del Regulador, se comparará el cambio de comportamiento de los regulados y se medirá el tiempo para adecuar su comportamiento, respecto a las herramientas no punitivas. Al respecto, luego de analizar todo el universo de expedientes relacionados, se aprecia que entre la supervisión e instrucción, se invirtió hasta veintidós (22) meses, lo cual además del tiempo, se debe considerar los gastos financieros y humanos destinados. Por el contrario, se ha comprobado empíricamente que los mecanismos no punitivos generan un cambio en el comportamiento del regulado en un plazo menor, siendo que el mismo variará dependiendo de la herramienta utilizada así como de la materia correspondiente. / This study analyze the impact of applying non-punitive tools, as an option for rapid behavioral change, in comparison with other tools. This study is focused on the voice services for mobile public telecommunication in Perú. This study further analyzes the possibility of time reduction in solving problems through the application of behavioral economics. This study analyzed every case of voice services for public mobile telecommunication in Perú. These cases were also analyzed by OSIPTEL, a voice coverage, voice quality, and voice mobile service. This study uses the hypothetical deductive method, which utilizes observations made in one case to plan the specific problem and then uses deductive reasoning to empirically validate the hypothesisit. Furthermore, this study evaluates the punitive tools by a Regulator. The time period for behavioral change of regulated companies is compared to the time period required for behavioral change with non-punitive tools. For this, all the Regulator supervision files related to Coverage Regulation, between 2015 and 2017 Semester 1 where analyzed. The analysis noted that between the supervision period and the instruction period, a Regulator was utilized to bring about behavioral change in the Peruvian mobile telecommunication sector. The change took until twenty-two months. In contrast, the study showed through empirically probing that the non-punitive tools generate a behavioral change of regulated companies in a shorter period than the time mentioned above for punitive tools. However, this period of time may vary according to the tool used as well as the analyzed case. / Trabajo de investigación

In Czech literature, supervision is usually referred to as inspection or overview. Certain authors claim that supervision would not be supervision without either of them. Supervision provides an overview, which is important in solving occupational issues and monitoring the workers' quality and professionalism. The theoretical section explains the basic terms that are related to the title of the essay. It explains the word supervision, auxiliary professions, supervision and its forms, objectives, methods and a supervision contract. The text also specifies who can submit supervision, which criteria the supervisor must fulfil and the relation between the supervisor and the supervised. The essay determines supervising methods (and techniques) used in selected institutions and reveals whether and how the supervisor allows for typology of the clients with whom the institution works. It also ascertains how the supervised persons perceive the supervisors. I specified three research issues: 1. What does supervision give to the supervised? 2. Do the supervisors apply different supervising methods according to the client's typology? 3. Does the supervisor heed typology of clients that are a target group of the given institution? In the practical section of the essay, I applied a form of qualitative research with regard to the specified objectives. For collection of data, I used a research method based on queries and an associated research method of semi-structured interviews. I appended the queries with an observation method. Eighteen persons participated in the interviews. Fifteen of the supervised persons came from three different institutions (a Charity Home for Mothers with Children, a Nursing Home in Havlíčkův Brod and an Institute of Social Care in Zboží) and three persons were supervisors, one from each institution. The essay may help to improve knowledge of persons with auxiliary professions on the supervision and facilitate supervision in various institutions with regard to the clients' typologies.

ABSTRACT The objective of this Diploma Thesis is to map the attitudes of the school system?s employees working in behavioral establishments providing institutional and protective care to the practice of implementing supervision as support for their professional activities. The research endeavors to map the issues and risks arising from implementing supervision in such institutions. The theoretical part of the Diploma Thesis aims to explain the basic concepts related to implementation of supervision at educational institutions, namely, such terms as educational institution, professional educators in educational institutions, supervision, supervisor, supervised, etc. A combination qualitative and quantitative survey was used for the realization of this research project. The preliminary phase of the research started with questioning and technical processing of questionnaires. The questioning phase was followed by semi-structured interviews. The survey sample consisted of directors of the individual relevant institutions in the Vysočina Region, specifically, twelve specially qualified educators working in educational institutions of the Vysočina Region. The purpose of the survey was to find out what benefits these employees see in the implementation of supervision into their organization?s operation. Another issue of interest was to see how the management of these organizations acquainted their employees with the supervision?s implementation. Finally, we tried to find out what motivated the employees mainly to take part in supervisors? meetings. Subsequent analysis of the results of the research indicated clearly that the employees consider assistance with problem-solving in the area of relationships as being the greatest benefit of supervision. Furthermore, the research showed that the organizations? managements presented supervision as support and benefit for their respective organization. Finally, it was proved that obligation was the main reason for the workers? attendance at supervisors? meetings.

The Supervisory Agency for Private Investment in Telecommunications, a decentralized public agency in charge of regulating and supervising the telecommunication services market, has the regulatory and supervisory capacity on telecommunication services at national level. Nevertheless, the dynamics of this activity is so complex that could eventually require to improve its supervisory techniques. The study proposes to design an automated model for an optimal processing of users’ complaints and claims, proposed as a contribution of the thesis to improve OSIPTEL supervisory role in the current conditions of significant rates of users’ claims and complaints that the operators are not able to diminish. In addition, it proposes to perform the application of SERVQUAL measurement scale of expectations, LIKERT type, which operates by differences between the expected and received service of the user. This tool is incorporated to the proposed model in order to measure accurately the actual user needs of these services and consequently, the level satisfaction of the service received. Finally, it considers incorporating into the proposed model a mechanism of direct user involvement required to obtain knowledge and effective attention to their needs about these services through surveys and other means of organized consultation. Due to its type, this is a mixed, descriptive – inferential investigation as it is led to define and describe the telecommunication service issue supplied by the operators to the end users at national level, by means of an analysis and a statistical inference of claims and complaints of these services whose validity is statistically laid down according to the data available at OSIPTEL about the claims and complaints from 2011 to 2015. The validity of inferences is verified by using statistical tools, descriptive statistics, frequency tables and statistical summaries of trend and variability, inferential statistics, estimate and hypothesis test supported by the empirical evidence and statistical calculation of the variable indicators content, key aspects of the troublesome reality to consider. The instruments used for the data collection in the metropolitan Lima area were as follows: simple closed survey SERVQUAL with a 5-value ordinal scale LIKERT applied to the telecommunication service users carried out inside the operator facilities to make complaints or claims, in total 58 users, proportional amount corresponding to the total sample which represents the current quality of service received as well as a list of claims and complaints from the telecommunication users registered on the OSIPTEL database within the metropolitan Lima area during the five-year period (2011-2015) amounting to 290 registers of individual claims and complaints. After analyzing the number of claims and complaints of the OSIPTEL database, it shows relative percentage proportions of the number of claims and complaints during the period 2011-2015 repeated over time and without correction as a whole. Year after year, two of them stand out in the country: Incorrect invoicing – 42% and infringement of deadlines – 32%. The systemized processing of claims and complaints from the telecommunication service users, supplied by the operators, did not contribute significantly to the enhancement of the service supplied. Year after year, indicators show that both claims and complaints as well as their rate of occurrence remain essentially the same and are also quite numerous. With the proposed model, by applying the SERVQUAL criterion and other integrated management tools, it is possible to optimize this management and, if it were implemented, OSIPTEL would have the means to improve the supervisory and regulatory role of the operators and supply accessible and quality telecommunication services within a framework of effective competition and be recognized by the population as an independent, technical and innovative institution. / El Órgano Supervisor de Inversión Privada en Telecomunicaciones (OSIPTEL), una entidad pública descentralizada encargada de regular y supervisar el mercado de servicios de telecomunicaciones, cuenta con la capacidad para la regulación y supervisión de los servicios de telecomunicaciones a nivel nacional. Sin embargo, la dinámica de esta actividad es de tal complejidad que necesitaría eventualmente el perfeccionamiento de sus técnicas de supervisión. El estudio plantea diseñar un modelo sistematizado de procesamiento óptimo de quejas y reclamos de los usuarios, propuesto como aporte de la tesis para mejorar la función supervisora por parte de OSIPTEL en las actuales condiciones de significativas tasas de reclamos y quejas de los usuarios, que las operadoras no logran disminuir. En adición, plantea elaborar la aplicación de la escala de medida de expectativas SERVQUAL, de tipo LIKERT, que opera por diferencias entre lo esperado y lo recibido por el usuario. Esta herramienta es incorporada al modelo propuesto para que mida, con las necesidades reales de los usuarios de estos servicios, y, por lo tanto, el grado de satisfacción por el servicio recibido. Finalmente, se plantea incorporar al modelo propuesto el mecanismo de participación directa de los usuarios, que es lo que se requiere para recopilar la información y ofrecer así la atención efectiva de sus necesidades respecto a estos servicios, mediante encuestas y otros medios de concertación organizada. Por su tipo, esta es una investigación mixta, descriptivo-inferencial, porque está dirigida a caracterizar y describir el problema de los servicios de telecomunicaciones, proporcionado por las operadoras a nivel nacional de cara a los usuarios finales mediante el análisis e inferencia estadística de reclamos y quejas de estos servicios, cuya validez se establece estadísticamente con los datos disponibles en OSIPTEL sobre los reclamos y quejas recibidos entre los años 2011 y 2015. La validez de las inferencias se comprueba mediante el uso de herramientas estadísticas; estadísticas descriptivas: tablas de frecuencias y estadísticos resúmenes de tendencia y variabilidad; estadísticas inferenciales: estimación y test de hipótesis, concurso de la evidencia empírica y el cálculo estadístico del contenido de los indicadores de las variables, aspectos clave de la realidad problemática a considerar. Los instrumentos que se emplearon para el levantamiento de los datos en el ámbito de Lima Metropolitana fueron los siguientes: encuesta cerrada simple SERVQUAL, con escala LIKERT ordinal de cinco valores, aplicada a los usuarios del servicio de telecomunicaciones, realizada en el interior de los establecimientos de las operadoras, que tienen como objetivo realizar un reclamo o queja: siendo en total 58 usuarios, cantidad proporcional a un periodo del total de la muestra, el cual representa la calidad de servicio que actualmente se recibe. Así como un registro de número de reclamos y quejas de la base de datos de OSIPTEL de los usuarios de telecomunicaciones en el ámbito de Lima Metropolitana durante el quinquenio (2011–2015), haciendo un total 290 registros de reclamos y quejas individuales. El análisis de registro de número de reclamos y quejas de la base de datos de OSIPTEL muestra proporciones porcentuales relativas del número de reclamos y quejas durante el periodo 2011-2015 que se repiten a lo largo del tiempo y no se corrigen en su conjunto. Año tras año sobresalen en el país dos: facturación incorrecta en un 42% e infracción de plazos en un 32%. El procesamiento sistematizado de los reclamos y quejas de los usuarios de los servicios en telecomunicaciones, brindado por las operadoras, no contribuyó de manera apreciable a la mejora del servicio proporcionado. Año tras año, los indicadores muestran que, tanto los rubros de reclamos o quejas, como su tasa de ocurrencia, permanecen esencialmente iguales y además son bastante numerosos. Con el modelo propuesto, aplicando el criterio SERVQUAL, y otras herramientas de gestión integradas, es posible optimizar esta gestión, y en la eventualidad de que fuese implementado, OSIPTEL tendría los medios para mejorar la función supervisora y reguladora de las operadoras, y lograr que se brinden servicios de telecomunicaciones accesibles y de calidad en un marco de efectiva competencia, de manera que serían reconocidos por la población como una institución autónoma, técnica e innovadora. / Tesis

This diploma thesis is dealing with topic of supervision, especially with its perception by social workers depending on length of their working experience. Supervision is mostly perceived as a resource for professional growth of employees or as prevention against burnout syndrome. Regardless of how supervision is perceived, we cannot disclaim it has significant influence in area of helping professions. The goal of practical part is to describe opinions of social workers on supervision according to the length of their working experience. To find this aim out were defined two research questions: 1. How social workers perceive supervision? 2. How their opinions have been changing in the course of their working experience? For reaching out this goal was chosen qualitative strategy, method of questioning. Interviews were not controlled. The obtained data were afterwards elaborated by method of clustering. Based on the obtained results I suppose goal of this thesis was fulfilled. I found out how social workers perceive the supervision with an effort to take into account the influence of increasing working experience on that perception with taking their working experience into consideration. Social workers perceive supervision very positively in general. As well they perceive supervision as part of their profession. The supervision is perceived more negatively during the high school or university studies. However opinions of respondents on supervision were not significantly changeable during working experience. Results of this diploma thesis may be used as informational material for employers which are responsible for provision of supervisions in social services organisations. As well may this thesis be a resource of interest for social workers who are unsatisfied with supervision and have negative attitude to it.

O presente trabalho pretende demonstrar as transformações nas qualificações dos operadores de máquina com a introdução de novos equipamentos no processo produtivo em três empresas do setor metal-mecânico do estado do Rio Grande do Sul. Com o auxílio de uma metodologia de natureza qualitativa buscou-se, através de entrevistas semi-estruturadas, captar a percepção dos operadores de máquinas, supervisores e gerentes sobre as modificações ocorridas na qualificação dos operadores de máquina automatizada na produção. A partir da revisão da literatura buscou-se construir o roteiro das entrevistas, diferenciadas para cada cargo, buscando captar as percepções dos diferentes atores sobre tecnologia, trabalho e qualificação. Como resultado estabeleceu-se a qualificação necessária e desejada de um trabalhador que opera uma máquina automatizada.

The purpose of the study is to explore and explain how and why perceived support can create a sense of want to, ought to and have to change. This study investigates perceived organizational support (POS) and perceived supervisor supports (PSS) influences on the dimensions of commitment to change (C2C), affective- (AC2C), continuous- (CC2C) and normative commitment to change (NC2C). To investigate the relationships, a mix-method approach is applied. Data is yield from 168 survey respondents from three subsidiaries in Southeast Asia within a multinational corporation (MNC) and through eight interviews with employees at one subsidiary. The findings reveals that POS is more important in change initiatives than PSS, indicating that POS is vital to understand the influence on employees C2C mindset. POS is identified as the glue that binds employees and change goals together into the desired mindset of AC2C. This study contributes to literature by presenting new perspectives concerning POS and PSS influences on C2C dimensions within an MNC. Adding a layer to research that has largely focused on the concepts within psychology. This study is an introduction to deeper understanding of the relationships between POS, PSS and the C2C dimensions. Signaling that further research should focus more on this context.

Submitted by Suethene Souza (suethene.souza@ufpe.br) on 2015-03-12T18:59:55Z No. of bitstreams: 2 TESE Francisco Oliveira Machado.pdf: 3432662 bytes, checksum: 28d246489d7ce7c8a4b9cf7267b4b10c (MD5) license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) / Made available in DSpace on 2015-03-12T18:59:55Z (GMT). No. of bitstreams: 2 TESE Francisco Oliveira Machado.pdf: 3432662 bytes, checksum: 28d246489d7ce7c8a4b9cf7267b4b10c (MD5) license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Previous issue date: 2014-02-24 / A tese buscou “compreender a adoção e as ações tomadas sobre regras/ferramentas/práticas de melhoria contínua de qualidade em rotinas no processo produtivo em seus aspectos ostensivos e performativos em organizações de manufatura atuantes no setor metal-mecânico e de material elétrico/eletrônico”. Em busca deste objetivo geral, um estudo qualitativo de dois casos foi desenvolvidos em Pernambuco. As evidências foram obtidas por meio de entrevistas por pauta, de observação simples no ambiente de trabalho e de análise documental. Os casos analisados apresentaram resultados distintos. O primeiro apresenta uma solidificação em um sistema de gestão baseado na Manutenção Produtiva Total – TPM – e nos padrões de qualidade oriundos da Organização Internacional de Padronização – ISO. O sistema permite o evidenciar de artefatos e de todos os três papéis agindo sobre as regras, ocasionando melhorias contínuas de qualidade no processo produtivo nesta atuação. O segundo caso, apesar de conter seu sistema de gestão alicerçado na ISO, não tem uma estruturação nos papéis de fazedor, seguidor e supervisor de regras de melhoria contínua no processo produtivo. Em consequência desta situação, evidenciar nas mais diversas fontes de informações, registros e/ou relatos de melhorias de processo, não foi possível. Portanto, a tese de que Agentes que exercem o papel de fazedores, seguidores e/ou supervisores de regras são responsáveis por estabelecer, consolidar e/ou alterar regras e rotinas de melhoria contínua da qualidade, considerando características do ambiente institucional e das ações realizadas em meio à interação no processo produtivo, foi confirmada. Por fim, almeja-se que os achados da tese possam contribuir (1) ao desenvolvimento de pesquisas futuras e (2) à gestão da melhoria contínua de processo produtivo nas organizações. Esta contribuição recai especialmente sobre: (1) o melhor entendimento do papel de “líder” na qualidade e (2) a compreensão das pessoas acerca das regras e rotinas de qualidade, ou seja, em seus aspectos ostensivos.

Made available in DSpace on 2016-03-15T19:40:19Z (GMT). No. of bitstreams: 1 LUCIA_AGUIAR_DIST.pdf: 681099 bytes, checksum: 04b80c39551b55df679b90904ef88825 (MD5) Previous issue date: 2006-09-14 / Fundo Mackenzie de Pesquisa / This research aimed at getting to know how the educational supervisors working in Embu das Artes, SP, look at the school inclusion of children with special educational needs, as well as at her/his own performance as supervisor in this process. Seven 26-to-56-year-old female Educational Supervisors took part in this qualitative in-vestigation. A questionnaire with open and close questions developed by de Author was applied to the supervisors. Answers about her main tasks resulted in the identifi-cation of two matters: the first indicated the importance of the relational aspect with the teachers as well as with the community for an effective job; the second matter pointed out to her contribution to the didactic and pedagogic aspect together with the teachers and the students, and to developing and following-up the school political-pedagogic project. The second question was about how they understood her task of guiding the teachers in the inclusion process. Six of them referred that this is one of their tasks, although they do not feel prepared for it yet. One denied the task as hers, justifying it by the fact of not being a specialist. We consider that the six supervisors expect for achieving this task counting on external factors different from those avail-able in the school practice, since they show themselves open for new knowledge. The speech of that supervisor who denied the task pointed to a non-incorporation of her performance in the inclusion process, maybe due to an excessive care, or to a clear negation of the different. However, it was evidenced that the school is the place where practice and theory meet each other in the professional continuous formation for teachers, supervisors, and other co-workers, in the search for educational quality for an effective school inclusion of students with special needs. / Esta pesquisa teve como objetivo conhecer a visão do coordenador pedagógico do município de Embu das Artes, São Paulo, sobre o processo de inclusão de alunos com deficiência no ensino regular e sobre sua atribuição enquanto orientador do professor nesse processo. Participarem desta pesquisa sete coordenadores pedagógicos, do universo de trinta coordenadores pedagógicos do referido município. A metodologia utilizada foi de caráter qualitativo, e foi aplicado questionário elaborado pela pesquisadora, com questões abertas e fechadas. O universo de participantes, de sexo feminino, encontra-se na faixa etária entre 26 e 56 anos Quando questionadas sobre suas principais atribuições, identificamos dois eixos: o primeiro indicando a importância do aspecto relacional do coordenador com o professor e a comunidade para a consecução de um bom trabalho; o segundo eixo indicando sua contribuição no aspecto didático-pedagógico junto ao professor, aluno e na construção e acompanhamento do projeto político-pedagógico da escola. A segunda questão dirigia-se à compreensão de sua atribuição de orientar o professor no processo de inclusão; seis responderam afirmativamente, embora não se sintam preparados. Um respondeu negativamente, alegando não ser especialista. Nossa consideração é que os seis coordenadores esperam conseguir desempenhar esta atribuição contando com fatores externos aos encontrados no interior da prática escolar, uma vez que se mostram acessíveis para novos conhecimentos. A fala do coordenador que respondeu negativamente demonstra não incorporação de sua atuação no processo de inclusão, talvez por excesso de zelo ou negação do diferente. Evidenciamos, entretanto, ser a escola o local de encontro entre a prática e a teoria para a formação contínua dos professores, coordenadores e demais trabalhadores, na busca da qualidade do atendimento, para efetivação do processo de inclusão de alunos com deficiência no ensino regular.