Serviços e trabalho no sector bancário : Um estudo do (des)empenho e satisfação no trabalho em dois balcões de uma instituição bancária

Quem faz e garante a qualidade dos serviços prestados são as pessoas, muito mais do que os ambientes, os processos e as tecnologias. Nesse sentido, o nosso trabalho procurou analisar sociologicamente o (des)empenho e satisfação dos funcionários bancários, factores que conduzem à prestação de "serviços-produto" de qualidade, com um nível significativo de acompanhamento, evidenciando a relação entre a satisfação dos empregados e o correspondente reflexo na satisfação dos clientes. Através da análise de dois balcões de uma instituição bancária procurámos identificar os níveis de satisfação existentes e os factores envolvidos. Optámos por realizar um estudo de caso, descrevendo as características das agências, e procurámos identificar os factores sócio-organizacionais responsáveis pela satisfação/insatisfação dos empregados, abordando aspectos como a organização do trabalho, a qualidade de vida, os problemas de saúde/doença, os relacionamentos interpessoais, as remunerações, o reconhecimento. A "servicialização" de que a banca tem vindo a ser objecto, tal como outros sectores económicos, foi igualmente abordada na nossa investigação, analisando-se a relação de serviço e o modelo de competência preconizados no sector bancário, actualmente reconhecido como um sector dedicado à prestação de "serviços-produto". Os processos informais que medeiam as regras e as práticas concretas de trabalho, enquanto "espaços sociológicos" nos quais se concretizam diferentes formas de negociação, continuamente accionadas pelos actores (trabalhadores bancários), também foram objecto de observação, dada a sua importância como geradores de possibilidades de redefinição dos limites e alcance estratégico dos recursos do grupo profissional dos bancários. ABSTRACT; People are responsible for the quality of services, much more than ambient, procedures and technologies. Our project tried to analyse through the sociological point of view the performance and satisfaction of bank employees and the factors which are responsible for “services-product" of quality, with high attendance standing out the relation between employees’ satisfaction and clients' satisfaction. Analysing two branches of a bank we tried to identify the satisfaction level and other connected factors. We opted to make a case study describing the branches' characteristics, trying to identify the socio-organizational responsible factors for satisfactionIno satisfaction of employees, dealing with aspects such as work organization, life quality, health/illness complaints, employees’ relationship, wages and reconnaissance. The bank sector and other financial sectors are becoming a "service area", so, our research pointed out the service relations and the competence model seen in the bank sector. The "actors" (bank employees) were observed and interviewed, because they are the main responsible for the informal procedures, the norms and practical work methods, inside the “sociological spaces” where different negotiation procedures occurred, generating new limits and strategic ranges for the resources of the professional group of bank clerks.

Ravines in Angola. Causes and restraint methods

The Earth we know today was not always so. Over millions of years have undergone significant ch an g e s brought about by numerous geological phenomena aimed at your balance, some internal order, creating new geological formations and other external order smoothing formations previously created. From t h e tectonic standpoint, Angola is located in a relatively stable area which gives it a certain p ri v i l e g e w h e n compared with some Asian countries or even Americans where quite often occur earthquakes and volcanic eruptions. However, the same cannot be said in relation to the occurrence of an external geodynamics phenomena, such as the ravines, which in recent years has taken shape in many provinces, especially due to anthropogenic activity, giving rise to geological hazards, increasing the risk of damage in buildings and others infrastructures, losses direct or indirect in economic activities and loss of human lives. We understand that the reducing of these risks starts, in particular, by their identification, for later take preventive measures. This work is the result of some research work carried out by the authors through erosion courses of s o i l and stabilization of soils subject to erosion phenomena, carried out by Engineering Laboratory of Angola (LEA). For the realization of this work, we resorted to cartographic data query, literature, listening to s o m e o f the provincial representatives and local residents, as well as the observation in lo co o f s o m e af f e ct ed areas. The results allow us to infer that the main provinces affected by ravine phenomenon are located in Central and Northern highlands, as well as in the eastern region, and more recently in Cuando-Cub an go province. Not ruling out, however, other regions, such as in Luanda and Cabinda [1]. Relatively the causes, we can say that the ravines in Angola are primarily due to the combination of three natural factors: climate, topography and type of soil [2]. When we add the anthropogenic activit y , namely the execution of construction works, the drainage system obstructio n, exploration of m i n e ral s, agriculture and fires, it is verified an increasing of the phenomenon, often requiring immedi at e act i o n . These interventions can be done through structural or engineering measures and by the stabilization measures on the degraded soil cover [3]. We present an example of stabilization measures throu g h t h e deployment of a local vegetation called Pennisetum purpureum. It is expected that the results may contribute to a better understanding of the causes of the ravine phenomenon in Angola and that the adopted stabilization method can be adapted in other affected provinces in order to prevent and making the contention of the ravines.