Made available in DSpace on 2016-04-28T20:19:07Z (GMT). No. of bitstreams: 1 2005-Francisco Coelho Mendes.pdf: 1286352 bytes, checksum: 7ae61c6525a08b92ab3c07d6c04e5716 (MD5) Previous issue date: 2005-11-08 / This study attend the administration from the system of telecommunications in a Public Organization of Telem?tica. It was object from the present study the 2nd Center of Telem?tica of Area (2nd CTA), Organization of the Brazilian Army based in the City of Rio de Janeiro, that acts in States Rio de Janeiro and Esp?rito Santo rendering services of telecommunications and informatics. This research was elaborated in two parts: a documental and another of field. The first was constituted of bibliographical consultations including information in national extent about telecommunications in Brazil, administration heading for the excellence, analysis and improvement of processes, as well as the paper of 2nd CTA in the services rendered of telecommunications. Second based on field research that had as specific objectives to analyze the processes and methods of work of the Organization and to identify information seeking to analyze the importance and the viability of the Integrated Net of Telecommunications of the Army (RITEx), managed by 2nd CTA. This part from the work consisted of the elaboration and application of questionnaires, with grounds in YIN (2001) and Alves-Mazzoti & Gewandsznajder (1998), applied to person of 2nd CTA and from the Command 1st RM. The information were analyzed using the program of statistical analysis of information SPSS, where the reached results verify the viability of maintaining a private net of telecommunications, and also the viability of the administration from the work processes adopted, needing some changes and innovations in the processes of the telecommunications of the Organization in study. This research proposes some improvements, as the technological innovation, specific trainings, capacity to adapt, cultural and political change of organizational integration. This study shows that is through an administration heading for the excellence that can reach the readiness of the service and efficient attendance to the customer. / Este estudo trata da gest?o do sistema de telecomunica??es em uma Organiza??o P?blica de Telem?tica. Foi objeto do presente estudo o 2? Centro de Telem?tica de ?rea (2? CTA), Organiza??o do Ex?rcito Brasileiro sediada na Cidade do Rio de Janeiro, que atua nos Estados do Rio de Janeiro e Esp?rito Santo prestando servi?os de telecomunica??es e inform?tica. Esta pesquisa foi elaborada em duas partes: uma documental e outra de campo. A primeira se constituiu de consultas bibliogr?ficas abrangendo informa??es em ?mbito nacional sobre telecomunica??es no Brasil, gest?o rumo ? excel?ncia, an?lise e melhoria de processos, bem como o papel do 2? CTA na presta??o de servi?os de telecomunica??es. A segunda baseou-se em pesquisa de campo que teve como objetivos espec?ficos analisar os processos e m?todos de trabalho da Organiza??o e identificar informa??es visando analisar a import?ncia e a viabilidade da Rede Integrada de Telecomunica??es do Ex?rcito (RITEx), gerenciada pelo 2? CTA. Esta parte do trabalho constou da elabora??o e aplica??o de question?rios, com base em YIN (2001) e Alves- Mazzoti & Gewandsznajder (1998), aplicados a integrantes do 2? CTA e do Comando da 1? RM. Os dados foram analisados usando o programa de an?lise estat?stica de dados SPSS, onde os resultados alcan?ados constatam a viabilidade de se manter uma rede privativa de telecomunica??es, e tamb?m a viabilidade da gest?o dos processos de trabalho adotados, necessitando de algumas mudan?as e inova??es nos processos das telecomunica??es da Organiza??o em estudo. Esta pesquisa prop?e algumas melhorias, quanto a inova??o tecnol?gica, treinamentos espec?ficos, capacidade de adaptar-se, mudan?a cultural e pol?tica de integra??o organizacional. Este estudo mostra que ? atrav?s de uma gest?o rumo ? excel?ncia que se pode alcan?ar a presteza do atendimento e assist?ncia eficiente ao cliente.