A IMPORTÂNCIA DAS TICS E DA EDUCAÇÃO COMO PROCESSO COMUNICACIONAL DIALÓGICO NO ENSINO SUPERIOR: Um Estudo da Universidade Estadual de Mato Grosso do Sul

Esta tese teve por objetivo saber como o corpo docente da Universidade Estadual de Mato Grosso do Sul (UEMS) percebe, entende e reage ante a incorporação e utilização das Tecnologias de Informação e Comunicação (TICs) nos cursos de graduação dessa Instituição, considerando os novos processos comunicacionais dialógicos que elas podem proporcionar na sociedade atual. Metodologicamente, a tese é composta por pesquisa bibliográfica, buscando fundamentar as áreas da Educação e Comunicação, assim como a Educomunicação; pesquisa documental para contextualização do lócus da pesquisa e de uma pesquisa exploratória a partir da aplicação de um questionário online a 165 docentes da UEMS, que responderam voluntariamente. Verificou-se que os professores utilizam as TICs cotidianamente nas atividades pessoais e, em menor escala, nos ambientes profissionais. Os desafios estão em se formar melhor esse docente e oferecer capacitação continuada para que utilizem de forma mais eficaz as TICs nas salas de aula. Destaca-se ainda que os avanços em tecnologia e os novos ecossistemas comunicacionais construíram novas e outras realidades, tornando a aprendizagem um fator não linear, exigindo-se revisão nos projetos pedagógicos na educação superior para que estes viabilizem diálogos propositivos entre a comunicação e a educação. A infraestrutura institucional para as TICs é outro entrave apontado, tanto na aquisição como na manutenção desses aparatos tecnológicos pela Universidade. Ao final, propõe-se realizar estudos e pesquisas que possam discutir alterações nos regimes contratuais de trabalho dos docentes, uma vez que, para atuar com as TICs de maneira apropriada, exige-se mais tempo e dedicação do docente.

Ampliação do Setor de Aulas Teóricas IV - UFRN: proposta arquitetônica baseada no conceito da flexibilidade e adaptabilidade, utilizando os parâmetros de conforto ambiental

In recent years, the Universidade Federal do Rio Grande do Norte (UFRN) has come through an intense process of expansion, common for the Instituições Federais de Ensino Superior (IFES) - Higher Education Institutions – since the implantation of the Programa de Reestruturação e Expansão das Universidades Federais (REUNI), a program of restructuring and expansion of the federal universities. The incentives made at UFRN can be seen into the expansion of the fields of teaching, research and extension, besides hiring human resources and adaptation / expansion of physical spaces. The focus of the UFRN at the technological area through the project (REUNI) has reflected in a significant expansion of the physical structure of the Center of Technology, area where the section of classes IV remains being the main set of rooms that supports the demand of the courses in the technological area, in which highlights the lack of classrooms. In this sense, the work presented here, proposes an architectural blueprint for expanding the physical space of this sector, based in this main parameters: (i) the spatial flexibility that attends the varying numbers of students per class; (ii) the environmental comfort, using the parameters and guidelines constructive for the Bioclimatic Zone 8; (iii) the requirements contained in the rules of ABNT NBR 9050:2004, 9077:2001 and NBR NBR 15220-3:2003. The architectural proposal used the maximum template allowed by the UFRN Central Campus Master Plan, four floors, considering the existing building (area equal to 7413.95 m²) as the ground floor and the extension proposed distributed on three floors, with an area of around 2,535, 00 m² each, making up a total of 7602.65 m² of total area built

As relações da tríplice hélice nas fundações de apoio brasileiras: uma avaliação da dinâmica de captação de recursos para projetos de inovação

Foundations support constitute one of the types of legal entities of private law forged with the purpose of supporting research projects, education and extension and institutional, scientific and technological development of Brazil. Observed as links of the relationship between company, university, and government, foundations supporting emerge in the Brazilian scene from the principle to establish an economic platform of development based on three pillars: science, technology and innovation – ST&I. In applied terms, these ones operate as tools of debureaucratisation making the management between public entities more agile, especially in the academic management in accordance with the approach of Triple Helix. From the exposed, the present study has as purpose understanding how the relation of Triple Helix intervenes in the fund-raising process of Brazilian foundations support. To understand the relations submitted, it was used the interaction models University-Company-Government recommended by Sábato and Botana (1968), the approach of the Triple Helix proposed by Etzkowitz and Leydesdorff (2000), as well as the perspective of the national innovation systems discussed by Freeman (1987, 1995), Nelson (1990, 1993) and Lundvall (1992). The research object of this study consists of 26 state foundations that support research associated with the National Council of the State Foundations of Supporting Research - CONFAP, as well as the 102 foundations in support of IES associated with the National Council of Foundations of Support for Institutions of Higher Education and Scientific and Technological Research – CONFIES, totaling 128 entities. As a research strategy, this study is considered as an applied research with a quantitative approach. Primary research data were collected using the e-mail Survey procedure. Seventy-five observations were collected, which corresponds to 58.59% of the research universe. It is considering the use of the bootstrap method in order to validate the use of the sample in the analysis of results. For data analysis, it was used descriptive statistics and multivariate data analysis techniques: the cluster analysis; the canonical correlation and the binary logistic regression. From the obtained canonical roots, the results indicated that the dependency relationship between the variables of relations (with the actors of the Triple Helix) and the financial resources invested in innovation projects is low, assuming the null hypothesis of this study, that the relations of the Triple Helix do not have interfered positively or negatively in raising funds for investments in innovation projects. On the other hand, the results obtained with the cluster analysis indicate that entities which have greater quantitative and financial amounts of projects are mostly large foundations (over 100 employees), which support up to five IES, publish management reports and use in their capital structure, greater financing of the public department. Finally, it is pertinent to note that the power of the classification of the logistic model obtained in this study showed high predictive capacity (80.0%) providing to the academic community replication in environments of similar analysis.

Reanimação neonatal: capacitação de profissionais de saúde com base na aprendizagem baseada em problemas

In whole world, including in Brazil, there is an absence of professionals who are able to be present at the moment of birth and give to the newborn the cares that they need to because either an absence of opportunity or inappropriate training to those professionals. This master´s thesis describes a construction and application of a neonatal resuscitation course that uses the problem based learning (PBL) methodology. The course has done in two meetings, one for the tutorial session, and another for practice session. The students were divided in groups of eight students each, under supervision of two teachers with experience in PBL methodology. The experience was considered successfully because there were students involvement and motivation. Some course aspects were rebuilt for its upgrading, like the correct use of methodology and building of custom educational material for students learning necessity. It suggests that the course can be used by the medical and nursing schools and perhaps other kind of health courses.

A nasalidade no dialeto quilombola do Norte de Minas: uma análise contrastiva baseada em corpus

This research investigated the nasality of vowels in the spontaneous speech of inhabitants of the quilombola communities of Brejo dos Crioulos and Poções (MG). As a theoretical framework, we based on the assumptions of Phonetics and Phonology, in renowned scholars on the investigation of nasality (CAGLIARI, 1977; CÂMARA JR., 1984, 2013; BISOL, 2013; ABAURRE; PAGOTTO, 1996; SILVA, 2015), with subsidies of the Corpus Linguistics. Its general goal was to investigate the occurrence of nasality, in the dialect of these quilombola communities, and their linguistic behavior, considering the linguistic factors that can interfere in the phenomenon. Specifically it was aimed to a) detect the occurrence of nasalized vowels with the help of the resources that the Corpus Linguistics provides (Praat and WorldSmith Tolls); b) discriminate the different types of occurring contexts of nasalized vowels; c) make quantitative and qualitative analyzes of the nasalized vowels in the study corpus; d) describe and analyze the behavior of nasalized vowels and; e) contrast the values of F1 and F2 of the oral and nasalized vowels. It was hypothesized that the nasality happens because it is conditioned by the nasal segment following the nasalized vowel - phonological process of “assimilation” - its position as the primary stress and grammatical category. It was believed that the quilombolas communities of Brejo dos Crioulos and Poções produce nasalized vowels in their speech and this linguistic phenomenon is favored by the adjacent presence of consonants or nasal vowels. Furthermore, it was hypothesized that the values of F1 and F2 of oral and nasalized vowels in these communities are distinct. The following research questions were elaborated: (i) is the presence of nasalized vowels in the speech of these quilombola communities conditioned to the presence of a nasal sound segment? (ii) does the nasal sound segment following the nasalized vowel favor the occurrence of the nasality phenomenon? is there a difference between the values of F1 and F2 of the oral and nasalized vowels in both quilombola communities considered? To compose our corpus, 24 interviews recordings were used (12 female speakers and 12 male speakers), a total of 24 participants. It was found that the following nasal sound segment tends to condition the nasalized vowel. In general, it assimilates the lowering of the soft palate of nasal consonant segment immediately following, but there are cases of nasal vowel segment - regressive assimilation; the stressed syllable tends to favor the nasality, but it occurs in pretonic and postonic position as well; F1 and F2 values of oral and nasalized vowels in the quilombola communities of Poções and Brejo dos Crioulos are distinct: the group of Brejo dos Crioulos tends to produce the F1 of oral and nasalized vowels more lowered than the group of Poções and the F2, in a more anterior position. The nasality tends to occur in verbs and nouns, although it is not specific to a grammatical category. This research found cases of spurious nasalization, confirming previous studies. In turn, it revealed cases of lexical items with favorable context for nasalization, but with its non-occurrence. This last case, considered as the lowering of the uniform soft palate in PB, presented pronounced vowels without the soft palate lowering. That is, it was detected variation in the phenomenon of nasalization in PB. With this work, it was promoted the discussion about nasality, in order to contribute to the linguistic studies about the functioning of Brazilian Portuguese in this geographical context.

A Prática Baseada na Evidência em Portugal : a perceção dos fisioterapeutas sobre os seus conhecimentos, comportamentos, atitudes, competências e as barreiras e facilitadores associados

Introdução: A integração da evidência na fisioterapia tem sido fomentada através do conceito de prática baseada na evidência (PBE). No entanto, no que respeita a Portugal, foi encontrada pouca informação atualizada e publicada relativamente ao tema. Objetivos: Descrever a perceção dos fisioterapeutas relativamente às atitudes, comportamentos, conhecimentos e competências dos mesmos em Portugal, bem como as barreiras e facilitadores que estes identificam face à implementação da PBE. Metodologia: Consistiu na construção e divulgação de um questionário de auto-preenchimento pelos fisioterapeutas com formação base em Portugal e habilitados a exercer neste país. A amostra do presente estudo incluiu 220 respondentes, tendo sido recolhida informação relativamente às perceções dos fisioterapeutas acerca da PBE e os seus dados sociodemográficos. Para a análise estatística foi utilizado o software IBM® SPSS® Statistics® v.23, com o intuito de analisar as frequências de todas as afirmações/questões e estabelecer associações entre diferentes variáveis. Resultados: Os resultados demonstraram que 95,9% dos respondentes consideraram a aplicação da PBE necessária na fisioterapia e 83,1% afirmaram utilizá-la na prática clínica. Verificou-se ainda que 99,5% afirmaram compreender o termo PBE e que a maioria considera ter competências neste âmbito. A carga de trabalho elevada e o tempo insuficiente foram as barreiras mais assinaladas e o interesse e motivação e a disponibilidade de recursos de informação foram os facilitadores mais identificados. Discussão e conclusão: Os fisioterapeutas apresentaram uma atitude positiva face à PBE, referindo ser pertinente o uso desta na prática. Apesar de se ter constatado uma elevada auto-perceção acerca da utilização e compreensão da PBE, verificou-se que uma percentagem considerável assumiu não integrar a melhor evidência com as preferências dos utentes e a experiência profissional.

Gestão da cadeia de suprimento e vantagem competitiva: uma análise em setores industriais a partir da visão relacional

This work has as its main purpose to investigate the contribution of supply chain management in order to obtain competitive advantage by companies from the textile industry and from Ceará footwear industry, focusing its analysis mainly in the interorganizational relations (dyadic). For this, the theoretical referential contemplates different explanatory streams of the competitive advantage, detaching the relational perception of the resources theory, as well as, the main presuppositions of the supply chain management which culminates with the development of an analysis sample that runs the empirical study; the one which considers an expanded purpose of the supply chain which includes the government and the abetment institutions as institutional environment representatives. Besides supply chain management consideration as a competitive advantage source, the work also tried to identify other possible competitive advantage sources for the companies of the investigated sectors. It represents a study of multiple interpretive cases, having four cases as a total; meaning two cases in each one of the sectors, which used as a primary data collecting instrument a semi-structured interview schedule. Different methods were used for the data analysis, the content analysis and the constant comparison methods, the analytical procedure originated from the grounded theory research strategy, which were applied the Atlas/ti software recourse. Considering the theoretical referential and the used analysis sample, four basic categories of the work were defined, including its respective proprieties and dimensions: (1) characteristics concerning to the relationship with the supplier; (2) the company relations with the government; (3) the company relations with the abetment institutions and; (4) obtaining sources of competitive advantage. In general, the applied research in the footwear sector revealed that in the relationships of the researched companies related to its suppliers, there is a predominance of the partnership system and the main presuppositions of the supply chain management are applied which contributes for the acquisition of the relational competitive advantage; while in the textile sector, only some of these presuppositions are applied, with little contribution for the relational competitive advantage. The main resource which was accessed by the companies in both sectors through its relationships with the government and the abetment institutions are the tax incentives which, for the footwear companies, contribute for the acquisition of the temporary competitive advantage in relation to the contestants who do not own productive installations in the Northeast region, it also conducts to a competitive parity situation in relation to the contestants who own productive installations in the Northeast region and to the external market contestants; while for the companies of the textile sector, the tax incentives run the companies to a competitive parity situation in relation to its contestants. Furthermore, the investigated companies from the two sectors possess acquisition sources of the competitive advantage which collimate with different explanatory streams (industrial analysis, resources theory, Austrian school and the dynamic capabilities theory), although there is a predominance of the product innovation as a competitive advantage source in both sectors, due to the bond of these with the fashion tendencies

Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

Comparação da medida de cor de pescado entre sistema de visão computacional e colorímetro convencional no frescor do pescado

A cor da superfície dos alimentos é o primeiro parâmetro de qualidade avaliado pelos consumidores, e é critico para a aceitação do produto, então a medição adequada da cor é uma importante ferramenta. Nesta pesquisa avaliou-se a variação da cor em corvina (Micropogonias furnieri) armazenada em gelo durante 16 dias; os parâmetros de luminosidade (L*), valor cromático a*, valor cromático b*, variação total da cor (ΔE) e croma (C*) foram obtidos por sistema de visão computacional, e por colorímetro Konica Minolta CR-400. O frescor da corvina baseada nas mudanças da cor das brânquias foi avaliado utilizando um sistema de visão computacional. Também se modelou a oxidação da mioglobina em files de burriquete (Pogonias cromis), utilizando os parâmetros de vermelho (valor a* e R). Para registrar as mudanças da cor durante 57,6 h utilizou-se um sistema de visão computacional, a análise química realizou-se determinando a concentração de metamioglobina (%). Na avaliação da cor de corvina armazenada em gelo, o sistema de visão computacional mostrou diferenças significativas para L*, a*, ΔE e C*, enquanto que o colorímetro mostrou diferenças significativas para L* e ΔE, o único parâmetro que não apresentou diferenças entre instrumentos foi ΔE durante a avaliação da corvina armazenada em gelo. O coeficiente de correlação entre os parâmetros da cor (L*, a* e b*) das brânquias da corvina armazenada em gelo pelo tempo de armazenamento foi de 0,9747. O sistema de visão computacional registrou as mudanças da cor em filés de burriquete e se modelaram as mudanças utilizando um modelo exponencial. O sistema de visão computacional mostrou ser mais sensível às mudanças da cor durante a avaliação da cor na corvina armazenada em gelo. É possível prognosticar o tempo de armazenamento da corvina em gelo em função da mudança da cor das brânquias. Assim, foi possível modelar a variação da mioglobina em filés de burriquete utilizando sistemas de visão computacional para registrar ditas mudanças. Os sistemas de visão computacional têm grande capacidade para registrar as mudanças da cor e é possível utiliza-los para avaliar os alimentos em função da cor.

Modelo para distribuição de recursos nos municípios brasileiros baseado na lei de diretrizes orçamentárias, análise multicritério e programação linear

The municipal management in any country of the globe requires planning and allocation of resources evenly. In Brazil, the Law of Budgetary Guidelines (LDO) guides municipal managers toward that balance. This research develops a model that seeks to find the balance of the allocation of public resources in Brazilian municipalities, considering the LDO as a parameter. For this using statistical techniques and multicriteria analysis as a first step in order to define allocation strategies, based on the technical aspects arising from the municipal manager. In a second step, presented in linear programming based optimization where the objective function is derived from the preference of the results of the manager and his staff. The statistical representation is presented to support multicriteria development in the definition of replacement rates through time series. The multicriteria analysis was structured by defining the criteria, alternatives and the application of UTASTAR methods to calculate replacement rates. After these initial settings, an application of linear programming was developed to find the optimal allocation of enforcement resources of the municipal budget. Data from the budget of a municipality in southwestern Paraná were studied in the application of the model and analysis of results.

Gestão da cadeia de suprimento e vantagem competitiva: uma análise em setores industriais a partir da visão relacional

This work has as its main purpose to investigate the contribution of supply chain management in order to obtain competitive advantage by companies from the textile industry and from Ceará footwear industry, focusing its analysis mainly in the interorganizational relations (dyadic). For this, the theoretical referential contemplates different explanatory streams of the competitive advantage, detaching the relational perception of the resources theory, as well as, the main presuppositions of the supply chain management which culminates with the development of an analysis sample that runs the empirical study; the one which considers an expanded purpose of the supply chain which includes the government and the abetment institutions as institutional environment representatives. Besides supply chain management consideration as a competitive advantage source, the work also tried to identify other possible competitive advantage sources for the companies of the investigated sectors. It represents a study of multiple interpretive cases, having four cases as a total; meaning two cases in each one of the sectors, which used as a primary data collecting instrument a semi-structured interview schedule. Different methods were used for the data analysis, the content analysis and the constant comparison methods, the analytical procedure originated from the grounded theory research strategy, which were applied the Atlas/ti software recourse. Considering the theoretical referential and the used analysis sample, four basic categories of the work were defined, including its respective proprieties and dimensions: (1) characteristics concerning to the relationship with the supplier; (2) the company relations with the government; (3) the company relations with the abetment institutions and; (4) obtaining sources of competitive advantage. In general, the applied research in the footwear sector revealed that in the relationships of the researched companies related to its suppliers, there is a predominance of the partnership system and the main presuppositions of the supply chain management are applied which contributes for the acquisition of the relational competitive advantage; while in the textile sector, only some of these presuppositions are applied, with little contribution for the relational competitive advantage. The main resource which was accessed by the companies in both sectors through its relationships with the government and the abetment institutions are the tax incentives which, for the footwear companies, contribute for the acquisition of the temporary competitive advantage in relation to the contestants who do not own productive installations in the Northeast region, it also conducts to a competitive parity situation in relation to the contestants who own productive installations in the Northeast region and to the external market contestants; while for the companies of the textile sector, the tax incentives run the companies to a competitive parity situation in relation to its contestants. Furthermore, the investigated companies from the two sectors possess acquisition sources of the competitive advantage which collimate with different explanatory streams (industrial analysis, resources theory, Austrian school and the dynamic capabilities theory), although there is a predominance of the product innovation as a competitive advantage source in both sectors, due to the bond of these with the fashion tendencies

Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

A gestão da qualidade no ensino superior: Percursos e recursos

Este artigo condensa um conjunto de reflexões baseadas em factos relacionados com a gestão da qualidade nas Instituições de Ensino Superior (IES). São identificados factores internos e externos favoráveis à melhoria da qualidade dos serviços prestados por estas organizações, bem como algumas das barreiras que se lhe opõem. Relativamente às abordagens da qualidade, nestas organizações são consideradas: de um lado as que resultam da Supervisão do Estado e do outro as que estão associadas a sistemas de natureza voluntária, designadas aqui por Abordagem Qualidade, em que sobressai a Certificação baseada na norma ISO 9001 e os sistemas de Gestão pela Qualidade Total (GQT) também designados de Excelência Organizacional. São identificadas algumas das insuficiências dos modelos assentes na Supervisão do Estado e defendida a importância de atender ao conjunto de “boas práticas” já existentes, ao invés de abordagens que tratam desta problemática numa perspectiva ab initio, sem contemplar o conhecimento acumulado neste domínio da gestão das organizações.

Propostas de gestão participativa para o desenvolvimento sustentável dos recursos naturais e biodiversidade de Santa Maria

Os Açores reúnem nove ilhas com singularidades peculiares em termos paisagísticos, arquitetónicos e riqueza dos seus recursos naturais. Este panorama levanta contudo grandes desafios de sustentabilidade, de entre eles a reorientação de estratégias, atendendo à especificidade da região (segundo os objetivos à escala nacional em sede da Estratégia Nacional Desenvolvimento Sustentável (ENDS)). No caso da Ilha de Santa Maria (SMA), pequena ilha em que as estratégias tendem a ser ignoradas, a participação da população e dos dirigentes locais é minorada por interesses económicos desvinculados do desenvolvimento sustentável (DS). Para inverter esta situação é necessário conhecer para preservar, proteger para conservar, planificar e orientar os comportamentos e atitudes visando a sustentabilidade dos recursos naturais (RN) da ilha. Aplicando uma metodologia que conjugou os métodos quantitativos e qualitativos, com uma componente prática, utilizando um método de amostragem não casual dirigida, não probabilística com um método de amostragem por clusters, agrupado em grupos (workshop, séniores e jovens), pretendeu-se descrever os conhecimentos, as práticas e as perceções sobre a gestão dos RN’s, DS e instrumentos de gestão territorial (IGT’s). Os resultados mostram que os conhecimentos, práticas e perceções dos diferentes grupos são insuficientes no que respeita ao conhecimento dos conceitos e dimensões do DS (independentemente das idades ou habilitações literárias), verificando-se contudo melhorias, por vezes significativas, após as ações de sensibilização e educação. É imperativo continuar o esforço de valorização dos RN’s, envolvendo a população nas estratégias de conservação, objetivando uma proposta orientadora e participada numa visão para sustentabilidade da Ilha (SMA). Recomenda-se uma proposta de modelo de Estratégia DS dos recursos naturais e biodiversidade para SMA e diversas propostas de ações para colocar em prática essa estratégia como desenvolvimentos futuros.

O Lean Management e os desafios da gestão de recursos humanos na FAP

O estudo que se apresenta teve como objetivo analisar a implementação do modelo de Serviços Partilhados, com recurso à metodologia lean, nos serviços de apoio de pessoal do Complexo de Alfragide que decorreu no contexto da sua implementação na Força Aérea Portuguesa, determinada pelo Despacho do CEMFA n.º 59/2015, de 31 de julho. Para desenvolver este trabalho foi utilizada uma estratégia de investigação mista (quantitativa e qualitativa), seguindo o raciocínio hipotético-dedutivo. O desenho de pesquisa utilizado foi o estudo de caso, recorrendo a entrevistas, à análise documental e a um questionário para recolha de dados. Os resultados apurados através das entrevistas e do inquérito permitem concluir que a implementação do novo modelo alcançou alguns dos objetivos a que se propunha, nomeadamente, a melhoria dos serviços de apoio de pessoal prestados aos militares e civis. Apesar de se antever um elevado potencial ao nível da racionalização de Recursos Humanos, de momento, esse objetivo ainda não foi inteiramente alcançado. Conclui-se a presente investigação sugerindo a reavaliação numa fase mais adiantada da implementação do modelo de Serviços Partilhados no Complexo de Alfragide e o alargamento a outras Unidades de modo a obter uma visão mais abrangente da realidade na Força Aérea. Abstract: The study aimed to analyze the implementation of the Shared Services model, using the lean methodology, in the personnel support services in Complexo de Alfragide. This process took place in the context of implementation of this model in the Portuguese Air Force, determined by CEMFA Order No. 59/2015 of 31 July. To develop this work was used a mixed research strategy (quantitative and qualitative), following the hypothetical-deductive reasoning. The research design used was the case study, interviews, document analysis and a questionnaire. By the results obtained through the views expressed in the interviews and in the investigation, it can be concluded that the implementation of the Shared Services model has achieved some of the goals that it proposed like the improvement in personnel support services. Although foreseen great potential in terms of gains of Human Resources rationalization and due to several factors, has not yet been possible to achieve this goal. This research is concluded suggesting a reevaluation at a later stage of the implementation of the Shared Services model in the Complexo de Alfragide and extension to other Units for a more comprehensive view of reality in the Air Force.