Made available in DSpace on 2016-04-28T20:19:14Z (GMT). No. of bitstreams: 1 2006-Jaqueline Mateus de Moura.pdf: 869956 bytes, checksum: 2984fe7f264612506c928a589208cf7e (MD5) Previous issue date: 2006-04-19 / The search for the survival and organizational competitiveness through the innovation, adaptation and new formulation of the administration model, for the organizations in the current global scenery, is the object of this study: the management for applied excellence to the services sector. This economical segment, that it is in constant growth and development, is a great generator of job and income. To render quality services becomes a competitiveness differential, mainly, for micro and small companies. For analysis of the management maturity of this sector a study case was used considering companies involved in the Top Business Award of the Rio de Janeiro State, whose main objective is to induce the micro and small companies build a new innovative and auto-maintainable organizational structure. Based on socioeconomic data and statisticians on the growth of the services sector, the increasing of the micro and small companies in the national economy and documents on the Top Business Award, the research sought to contemplate the general objective that it is to answer the following subject: Are the micro and small companies prepared and/or informed about what is really an administration model for excellence ? So, it was analyzed the answer of questionnaires and the, respective, punctuation of the micro and small finalists companies of the services category of the Top Business Award in the period from 2003 to 2005. The results of this research appear for a medium variation of points, where some criteria were considerably below the necessary maximum punctuation demanded by the award. When confronting the presented concepts in the theoretical referential and the analysis of the study, the conclusion was that the companies participant need specific training for a better understanding and development of concepts related to the improvement of its management, to become and maintain themselves competitive. / A busca pela sobreviv?ncia e competitividade organizacional atrav?s da inova??o, adapta??o e reformula??o do modelo de gest?o, pelas organiza??es no cen?rio atual, globalizado, ? o objeto deste estudo: a gest?o para excel?ncia aplicada ao setor de servi?os. Este segmento econ?mico, que est? em constante crescimento e desenvolvimento ? um grande gerador de emprego e renda. Prestar servi?os de qualidade torna-se um diferencial competitivo, principalmente, para micro e pequenas empresas. Para an?lise da maturidade da gest?o deste setor foi utilizado um estudo de caso compreendendo empresas envolvidas no Pr?mio Top Empresarial do Estado do Rio de Janeiro, cujo principal objetivo ? induzir ?s micro e pequenas empresas a constru?rem uma nova estrutura organizacional inovadora e autosustent?vel. Com base em dados s?cio-econ?micos e estat?sticos sobre o crescimento do setor de servi?os, o aumento de micro e pequenas empresas na economia nacional e documentos sobre o Pr?mio Top Empresarial a pesquisa procurou contemplar o objetivo geral que ? responder a seguinte quest?o: ser? que micro e pequenas empresas est?o preparados e/ou informadas sobre o que ? realmente um modelo de gest?o para excel?ncia? Para isso, foi analisada a resposta de question?rios e a, respectiva, pontua??o de micro e pequenas empresas finalistas da categoria servi?os do Pr?mio Top Empresarial no per?odo de 2003 a 2005. Os resultados deste trabalho apontam para uma varia??o m?dia de pontos, em que alguns crit?rios ficaram bem abaixo da pontua??o m?xima necess?ria exigida pelo pr?mio. Ao confrontar os conceitos apresentados no referencial te?rico e a an?lise do estudo, conclui-se que as empresas participantes necessitam de capacita??o espec?fica para um melhor entendimento e desenvolvimento de conceitos relacionados ? melhoria de sua gest?o, para tornarem-se e manterem-se competitivas.