Gestão do Conhecimento e o uso estratégico de Tecnologias de Informação: um estudo em Redes de Franquias no Estado do Rio Grande do Norte

This study discusses the use of information technologies for knowledge management in networks of franchises in the Rio Grande do Norte/Brazil, whose management and operation are complex activities, characterized by the geographic spread of their network unities, creating barriers to communication and information sharing between franchisors, franchisees and final customers. In view of this, the following hypotheses were formulated: the knowledge management can be a positive alternative for improving communication between units; and information technology can eliminate many problems related mainly to capture and share knowledge. In general, it aims to investigate, in qualitative and quantitative aspects, how information technology can support knowledge management in networks of franchises. Specifically purposes to register the existence of managerial practices related to knowledge management in enterprises at the franchising sector; to verify whether they have the technological resources with the potential to facilitate the sharing of information; to identify what are the technologies of information and communication used in the organizational environment; and suggest measures that will facilitate the process of organizational learning, using information technology and communication as tools. It concludes that knowledge management becomes a positive alternative, especially in strengthening of bonds of communication and sharing of knowledge between the franchises. In this regard, information technology must provide all the services of the corporation to facilitate communication between franchisor and franchisee, through a single and integrated system. However, they still show unsuitable for more sophisticated technology platforms

Proposta de um modelo de medição e avaliação de desempenho como ferramenta de gest ão - um estudo de caso num órgão público

The public sector performance has received much attention in the literature and due to that the purpose of this work is to develop a proposal for a model of performance measurement for a higher education institution unit. First, we performed a theoretical research on public organizations and private institutions of higher education, followed by a literature review on performance measurement and evaluation. This review presents some performance models that are quite frequent in the literature: Total Quality Management (Total Quality Management) - TQM and the PDCA cycle, SMART System, Balanced Scorecard and Môdef Ouanturn. In order to verify the possibility of implementing a performance measurement model for Higher Education Institutions, it was conducted a case study in a support unit of a University, located in the city of Natal, RN, Brazil. The study attempted to identify the key processes of the unit and proposed by the use of Quantum model in order to improve the management and operation of the same. The work aims to contribute to the advancement of knowledge in measurement and performance evaluation in higher education institutions that where still lacks scientific production of this subject compared to other areas. This study also identifies better practices and opportunities for improvement in processes to determine the expected performance indicators to aid a decision-making unit.

O Serviço Social nas operadoras de planos privados de assistência à saúde: demandas, atribuições e respostas profissionais

The present study deals with the exercise of professional social workers in private health care plans registered with the Regional Council of Medicine/RN, in the city of Natal/RN, with regards to the demands/tasks, work conditions, and the professional response, given the climate of restructuring the capital. The set of socio-historical transformations, as a results of the dynamic capitalist, is a process of new configurations in relation to state and society that interfere directly in relation to working conditions, social rights historically won by workers. In this context, the operator of health plans arises as a possibilities to provide services in health, through the logic of the market, in which the subjects of law, become consumers contributing to the displacement of the responsibilities of the State. Obligating workers to lessen the burden with the reproduction of their workforce. This involves changing societal context for social service, since it is one of the professions that are active in terms of the immediate social issue, and come as part of the collective worker. From qualitative research based on a theoretical and methodological perspective and critical dialectics, it was possible to unveil some features and trends of the exercise of(a) social operators in private health care plans. The survey results indicated that : a) the demands and duties for certain social service, are associated with the redevelopment of the capital, whose requirements and responsibilities professionals have with their needs, particularly the guarantee of profit, services rendered; b) in the conditions of work there is a trend of insecurity uncertainty and dismantling of professionals; c) the answers professionals suffer the limits and contradictions present in the daily training, mainly depending one the characteristics of management and operation of the operators, which has professional relative autonomy