Made available in DSpace on 2016-04-28T20:19:10Z (GMT). No. of bitstreams: 1 2007-Ludimila Hanna Arbach.pdf: 1443768 bytes, checksum: 0c436bd66da3f8c03c866ce31a488dad (MD5) Previous issue date: 2007-08-15 / The theoretical support for this research is concentrated upon the competence based management principles. Its objective overall is to identify the employees and clients perceptions regarding the individual competencies developed, acquired and applied by the bank workers during their daily routine. A revision survey of the literature for the concept of competence is presented as well as a historical report about the banking institutions and the evolution of the activities of their employees. Two banking agencies in the city of Resende RJ have been analyzed, one public and the other one private, aiming at the comparison of the perceptions among the bank workers and with that of their clients afterwards. As a means to data collection a questionnaire to be responded by the bank workers and the clients was applied. The results showed to be positive for the bank workers perception of their individual competencies. However, the clients perception for the public bank was showed to be otherwise but the clients perception for the private was showed the same. / A fundamenta??o te?rica desta pesquisa concentra-se nas proposi??es da gest?o baseada em compet?ncias. O objetivo geral deste trabalho ? identificar a percep??o declarada dos funcion?rios e dos clientes do setor banc?rio, em rela??o ?s compet?ncias individuais desenvolvidas, adquiridas e aplicadas pelos banc?rios na sua rotina de trabalho. Faz-se uma revis?o bibliogr?fica sobre o conceito de compet?ncia, um hist?rico sobre as institui??es banc?rias e a evolu??o das atividades exercidas pelos profissionais que trabalham nessas organiza??es. A pesquisa analisou duas ag?ncias banc?rias da cidade de Resende - RJ, sendo uma do setor p?blico e outra do setor privado, visando ? compara??o da percep??o entre os pr?prios banc?rios e posterior compara??o com a percep??o dos clientes destas ag?ncias. A pesquisa indicou resultado positivo para a percep??o dos banc?rios sobre suas compet?ncias individuais entre as ag?ncias estudadas. Entretanto a percep??o dos clientes da institui??o banc?ria p?blica diverge da opini?o dos seus respectivos funcion?rios, enquanto a percep??o dos clientes da ag?ncia privada apresenta similaridades.