Acumulação de capacidades tecnlógicas e mecanismos subjacentes de aprendizagem relativos a gestão de processos: estudo de caso no setor de serviços bancários no Brasil

Esta dissertação examina o processo de acumulação de capacidades para atividades de operação e de inovação em gestão de processos e os mecanismos subjacentes de aprendizagem em empresas de serviços, especificamente, da indústria bancária, levando-se em consideração as especificidades do contexto de economias emergentes. Durante as últimas décadas duas décadas tem havido numerosos estudos sobre acumulação de capacidades tecnológicas e os mecanismos subjacentes de aprendizagem. Porém, ainda são escassos os estudos empíricos sobre o relacionamento entre essas duas variáveis no contexto de empresas de serviços, especialmente no âmbito da indústria bancária. Essa escassez de estudos dessa natureza é fortemente observada no Brasil. Por isso, buscando ampliar o entendimento sobre a trajetória de acumulação de capacidades tecnológicas e os mecanismos subjacentes de aprendizagem em empresas de serviços, esta dissertação avalia a função tecnológica gestão de processos de uma empresa de serviços bancários, especificamente, a área de tecnologia da informação e comunicação do Banco do Brasil S.A. durante o período de 1982 a 2008. Baseando-se em evidências empíricas qualitativas e quantitativas, de primeira mão, coletadas a partir de um extensivo trabalho de campo, esta dissertação encontrou os seguintes resultados: 1. A área de TIC da empresa acumulou, de 1982 a 2008, capacidades tecnológicas em gestão de processos através de esforços em aquisição e conversão de conhecimentos, de forma que nesse período, iniciando no nível Operacional Básico, onde era capaz somente de executar operações bancárias básicas, atingisse o nível Inovador Intermediário, onde passou a ser capaz de implementar mudanças avançadas na gestão dos processos internos. Além disso, foram encontradas diferenças na velocidade de acumulação das capacidades no período estudado e entre as duas unidades internas da área de TIC, ambas em função dos esforços empreendidos na capacitação em gestão de processos. Cabe ressaltar que a empresa atingiu o 5° nível, em uma escala de 6 níveis, mas não atingiu a fronteira tecnológica. 2. Os processos de aprendizagem foram fontes essenciais para a acumulação de capacidades tecnológicas em gestão de processos. Os processos de aquisição e conversão de conhecimentos possibilitaram que a empresa criasse a base necessária para assimilar conhecimentos mais avançados e complexos. Apesar da importância expressiva dos processos de aprendizagem, percebeu-se que outros fatores internos (mudanças organizacionais) e externos (políticas econômicas) também influenciaram na acumulação de capacidades tecnológicas em gestão de processos. Porém, não foi importante a quantidade desses mecanismos, mas o seu funcionamento ao longo do tempo. Os resultados observados neste estudo permitem concluir que (i) a trajetória de acumulação de capacidades tecnológicas é um processo intencional, contínuo e crescente, decorrente de esforços e investimentos integrados em todas as dimensões das capacidades tecnológicas, (ii) os mecanismos de aprendizagem influenciam a acumulação de capacidades tecnológicas e (iii) a utilização de modelos adaptados à realidade das empresas garante uma análise mais fidedigna do seu comportamento. Esta dissertação contribui para o entendimento da complexidade envolvida no processo de acumulação de capacidades tecnológicas, fator preponderante no diferencial competitivo para empresas de economias emergentes, e especialmente para indústria bancária, onde a competitividade requer processos internos de qualidade elevada que resultem em eficiência operacional e incremento no desempenho econômico-financeiro. E, ainda, ressalta a importância da dimensão organizacional como suporte às demais dimensões de capacidades tecnológicas, através da organização de processos internos e estratégias corporativas. Além disso, sugere aos executivos das empresas do setor bancário brasileiro que a criação intencional de um processo cíclico e contínuo de desenvolvimento dos mecanismos de aprendizagem, considerando suas características-chave, auxilia a empresa em sua trajetória de acumulação de capacidades tecnológicas. Dessa forma, é importante que esses executivos considerem os investimentos em capacitação tecnológica como forma de manter uma posição competitiva sustentável no mercado em que atuam, adequando a estratégia gerencial à empresarial.

Contratualização de resultados e desempenho no setor público: a experiência do contrato programa nos hospitais da administração direta no Estado de São Paulo

O escopo desta pesquisa é analisar o impacto da contratualização de resultados sobre o desempenho de hospitais públicos estaduais da Administração Direta no Estado de São Paulo. Este trabalho visa cobrir uma lacuna existente nos estudos de Nova Gestão Pública, buscando entender a correlação entre a implementação de políticas de gestão, no caso a contratualização, e os resultados de processo (outputs) e de impacto (outcomes) da organização. A hipótese a ser testada é a de que a contratualização melhora o desempenho das unidades hospitalares, pois aumenta a coordenação do núcleo estratégico de governo, estimula a aprendizagem organizacional, além de promover incentivos para a melhoria contínua. Um objetivo secundário da pesquisa será o de entender como os contratos são acompanhados, de forma a minimizar os problemas da relação agente-principal originados neste tipo de prática. A literatura indica que uma maneira de minimizar tais problemas tem sido a utilização de contratos baseados em confiança, reciprocidade e aprendizado mútuo, os chamados contratos relacionais, que serão explorados na análise do caso. O caso escolhido para testar a hipótese é o de contratualização das unidades hospitalares da Administração Direta (AD) com a Secretaria Estadual de Saúde de São Paulo (SES), através do “Contrato Programa” iniciado ao final de 2008. Os resultados indicam que há relação entre a introdução dos contratos e os resultados do hospital, com melhoria na maior parte dos indicadores analisados.

Adequando práticas e modelos de gestão bem sucedidos ao Programa Netuno: a implementação do balanced scorecard

Há tempo busca-se um aperfeiçoamento do aparelho estatal no Brasil e, ao longo dos anos. os governos que se sucedem no poder vêm buscando alternativas para melhorar a eficiência do Estado. Mais recentemente, no Governo do Presidente Luiz Inácio Lula da Silva, foi instituído o Programa Nacional de Gestão Pública e Desburocratização (Gespública), que incentiva órgãos públicos a implementarem sistemas de gestão, participando de um processo de avaliação com premiações para as melhores práticas gerenciais voltadas à qualidade dos serviços aos cidadãos. No âmbito da Marinha do Brasil o Programa foi adaptado às peculiaridade da Força e nasceu, assim, o Programa Netuno que visa à institucionalização de boas práticas de gestão, permitindo que as organizações da Marinha do Brasil busquem a melhoria contínua dos processos inerentes a suas atividades. Uma das ferramentas que se pretende incorporar ao Programa é o Balanced Scorecard, geralmente utilizado na gestão estratégica e na avaliação do desempenho de organizações. Portanto, com a finalidade de contribuir para o aprimoramento da eficiência da gestão das Organizações Militares da Marinha do Brasil, este trabalho tem como objetivo identificar as vantagens, desvantagens e dificuldades da implementação do Modelo de Gestão Balanced Scorecard (BSC), tomando como base as experiências bem sucedidas de outras organizações da iniciativa privada e pública, bem como do Exército Brasileiro, que já implementaram e utilizam o modelo.

A influência da rede de franqueados na gestão estratégica da franqueadora: um estudo de caso múltiplo no franchising brasileiro

Esta dissertação teve como objetivo pesquisar a influência dos franqueados na gestão estratégica de sua franqueadora. Dentre todos os tipos de franchising existentes, foram avaliados os modelos atuais, que conceitualmente oferecem possibilidade de diálogo e debate, entre franqueados e franqueadores, sobre assuntos relativos ao negócio, a saber: o Business Format Franchising, modelo mais utilizado e o Learning Network Franchising, uma versão mais evoluída do primeiro. Foi escolhido o estudo de caso múltiplo com quatro redes de franquias brasileiras, atuantes a nível nacional, associadas à ABF e com qualidade reconhecida e chancelada pelo selo de excelência em franchising por diversas vezes. Fundamentados na teoria de aprendizagem, a qual mostra a necessidade de maior participação e aprendizado mútuo para melhoria contínua do negócio e da competitividade, e nas demais teorias sobre o sistema, como a de agência e da escassez de recursos, as franquias das gerações mais recentes criaram meios de comunicação e troca de experiência com suas redes de franqueados. Procuramos entender como se dá esta interação e quais os meios que elas utilizam para facilitar este processo. Utilizou-se o método de estudo de caso múltiplo, por se tratar de um fenômeno contemporâneo. A pesquisa qualitativa teve um caráter exploratório-descritivo. A coleta de dados foi realizada por meio de entrevistas semi-estruturadas, com franqueados, franqueadores e consultores do mercado, nas praças do Rio de Janeiro e São Paulo. Os dados foram avaliados utilizando o método de análise de conteúdo para atingir os objetivos propostos. Foi realizada a análise horizontal, relativizando entre os grupos de entrevistados, principalmente franqueados e franqueadores e, em alguns momentos, a análise vertical, explorando as franquias individualmente, buscando semelhanças e divergências nas redes. A pesquisa ressalta formas alternativas de participação de franqueados no desenvolvimento e debate sobre questões estratégicas e mostra que hoje tais influências estão concentradas na estratégia funcional, aproveitando o conhecimento do franqueado em sua operação local em benefício da rede. Foram encontradas experiências interessantes na forma como as redes se organizam para interagir e conseguir influenciar na estratégia adotada por seu franqueador e os desafios presentes para aprimorar e expandir esta troca.

Functionalization of dendrimers for improved gene delivery to mesenchymal stem cell

Disease, injury, and age problems compromise human quality of life and continuously motivate the search for new and more efficacious therapeutic approaches. The field of Tissue Regeneration and Engineering has greatly evolved over the last years, mainly due to the combination of the important advances verified in Biomaterials Science and Engineering with those of Cell and Molecular Biology. In particular, a new and promising area arose – Nanomedicine – that takes advantage of the extremely small size and especial chemical and physical properties of Nanomaterials, offering powerful tools for health improvement. Research on Stem Cells, the self-renewing progenitors of body tissues, is also challenging to the medical and scientific communities, being expectable the appearance of new and exciting stem cell-based therapies in the next years. The control of cell behavior (namely, of cell proliferation and differentiation) is of key importance in devising strategies for Tissue Regeneration and Engineering. Cytokines, growth factors, transcription factors and other signaling molecules, most of them proteins, have been identified and found to regulate and support tissue development and regeneration. However, the application of these molecules in long-term regenerative processes requires their continuous presence at high concentrations as they usually present short half-lives at physiological conditions and may be rapidly cleared from the body. Alternatively, genes encoding such proteins can be introduced inside cells and be expressed using cell’s machinery, allowing an extended and more sustained production of the protein of interest (gene therapy). Genetic engineering of stem cells is particularly attractive because of their self-renewal capability and differentiation potential. For Tissue Regeneration and Engineering purposes, the patient’s own stem cells can be genetically engineered in vitro and, after, introduced in the body (with or without a scaffold) where they will not only modulate the behavior of native cells (stem cell-mediated gene therapy), but also directly participate in tissue repair. Cells can be genetically engineered using viral and non-viral systems. Viruses, as a result of millions of years of evolution, are very effective for the delivery of genes in several types of cells, including cells from primary sources. However, the risks associated with their use (like infection and immunogenic reactions) are driving the search for non-viral systems that will efficiently deliver genetic material into cells. Among them, chemical methods that are promising and being investigated use cationic molecules as carriers for DNA. In this case, gene delivery and gene expression level remain relatively low when primary cells are used. The main goal of this thesis was to develop and assess the in vitro potential of polyamidoamine (PAMAM) dendrimers based carriers to deliver genes to mesenchymal stem cells (MSCs). PAMAM dendrimers are monodispersive, hyperbranched and nanospherical molecules presenting unique characteristics that make them very attractive vehicles for both drug and gene delivery. Although they have been explored for gene delivery in a wide range of cell lines, the interaction and the usefulness of these molecules in the delivery of genes to MSCs remains a field to be explored. Adult MSCs were chosen for the studies due to their potential biomedical applications (they are considered multipotent cells) and because they present several advantages over embryonic stem cells, such as easy accessibility and the inexistence of ethical restrictions to their use. This thesis is divided in 5 interconnected chapters. Chapter I provides an overview of the current literature concerning the various non-viral systems investigated for gene delivery in MSCs. Attention is devoted to physical methods, as well as to chemical methods that make use of polymers (natural and synthetic), liposomes, and inorganic nanoparticles as gene delivery vectors. Also, it summarizes the current applications of genetically engineered mesenchymal stem cells using non-viral systems in regenerative medicine, with special focus on bone tissue regeneration. In Chapter II, the potential of native PAMAM dendrimers with amine termini to transfect MSCs is evaluated. The level of transfection achieved with the dendrimers is, in a first step, studied using a plasmid DNA (pDNA) encoding for the β-galactosidase reporter gene. The effect of dendrimer’s generation, cell passage number, and N:P ratio (where N= number of primary amines in the dendrimer; P= number of phosphate groups in the pDNA backbone) on the level of transfection is evaluated, being the values always very low. In a second step, a pDNA encoding for bone morphogenetic protein-2, a protein that is known for its role in MSCs proliferation and differentiation, is used. The BMP-2 content produced by transfected cells is evaluated by an ELISA assay and its effect on the osteogenic markers is analyzed through several classical assays including alkaline phosphatase activity (an early marker of osteogenesis), osteocalcin production, calcium deposition and mineralized nodules formation (late osteogenesis markers). Results show that a low transfection level is enough to induce in vitro osteogenic differentiation in MSCs. Next, from Chapter III to Chapter V, studies are shown where several strategies are adopted to change the interaction of PAMAM dendrimers with MSCs cell membrane and, as a consequence, to enhance the levels of gene delivery. In Chapter III, generations 5 and 6 of PAMAM dendrimers are surface functionalized with arginine-glycine-aspartic acid (RGD) containing peptides – experiments with dendrimers conjugated to 4, 8 and 16 RGD units were performed. The underlying concept is that by including the RGD integrin-binding motif in the design of the vectors and by forming RGD clusters, the level of transfection will increase as MSCs highly express integrins at their surface. Results show that cellular uptake of functionalized dendrimers and gene expression is enhanced in comparison with the native dendrimers. Furthermore, gene expression is dependent on both the electrostatic interaction established between the dendrimer moiety and the cell surface and the nanocluster RGD density. In Chapter IV, a new family of gene delivery vectors is synthesized consisting of a PAMAM dendrimer (generation 5) core randomly linked at the periphery to alkyl hydrophobic chains that vary in length and number. Herein, the idea is to take advantage of both the cationic nature of the dendrimer and the capacity of lipids to interact with biological membranes. These new vectors show a remarkable capacity for internalizing pDNA, being this effect positively correlated with the –CH2– content present in the hydrophobic corona. Gene expression is also greatly enhanced using the new vectors but, in this case, the higher efficiency is shown by the vectors containing the smallest hydrophobic chains. Finally, chapter V reports the synthesis, characterization and evaluation of novel gene delivery vectors based on PAMAM dendrimers (generation 5) conjugated to peptides with high affinity for MSCs membrane binding - for comparison, experiments are also done with a peptide with low affinity binding properties. These systems present low cytotoxicity and transfection efficiencies superior to those of native dendrimers and partially degraded dendrimers (Superfect®, a commercial product). Furthermore, with this biomimetic approach, the process of gene delivery is shown to be cell surface receptor-mediated. Overall, results show the potential of PAMAM dendrimers to be used, as such or modified, in Tissue Regeneration and Engineering. To our knowledge, this is the first time that PAMAM dendrimers are studied as gene delivery vehicles in this context and using, as target, a cell type with clinical relevancy. It is shown that the cationic nature of PAMAM dendrimers with amine termini can be synergistically combined with surface engineering approaches, which will ultimately result in suitable interactions with the cytoplasmic membrane and enhanced pDNA cellular entry and gene expression. Nevertheless, the quantity of pDNA detected inside cell nucleus is always very small when compared with the bigger amount reaching cytoplasm (accumulation of pDNA is evident in the perinuclear region), suggesting that the main barrier to transfection is the nuclear membrane. Future work can then be envisaged based on the versatility of these systems as biomedical molecular materials, such as the conjugation of PAMAM dendrimers to molecules able to bind nuclear membrane receptors and to promote nuclear translocation.

A gestão da informação sob a luz do Enterprise Content Management (ECM): um estudo de caso em uma universidade pública

This work involves the organization and content perspectives on Enterprise Content Management (ECM) framework. The case study at the Federal University of Rio Grande do Norte was based on ECM model to analyse the information management provided by the three main administrative systems: The Integrated Management of Academic Activities (SIGAA), Integrated System of Inheritance, and Contracts Administration (SIPAC) and the Integrated System for Administration and Human Resources (SIGRH). A case study protocol was designed to provide greater reliability to research process. Four propositions were examined in order to reach the specific objectives of identification and evaluation of ECM components from UFRN perspective. The preliminary phase provided the guidelines for the data collection. In total, 75 individuals were interviewed. Interviews with four managers directly involved on systems design were recorded (average duration of 90 minutes). The 70 remaining individuals were approached in random way in UFRN s units, including teachers, administrative-technical employees and students. The results showed the presence of many ECM elements in the management of UFRN administrative information. The technological component with higher presence was "management of web content / collaboration". But initiatives of other components (e.g. email and document management) were found and are in continuous improvement. The assessment made use of eQual 4.0 to examine the effectiveness of applications under three factors: usability, quality of information and offered service. In general, the quality offered by the systems was very good and walk side by side with the obtained benefits of ECM strategy adoption in the context of the whole institution

Análise da trajetória de poços horizontais em reservatório de óleo pesado

The application of thermal methods, to increase the recovery of heavy oil in mature fields through drainage with multilateral and horizontal wells, has been thoroughly studied, theorically, experimentally, testing new tools and methods. The continuous injection of steam, through a steam injector well and a horizontal producer well in order to improve horizontal sweep of the fluid reservoir, it is an efficient method. Starting from an heterogeneous model, geologically characterized, modeling geostatistics, set history and identification of the best path of permeability, with seismic 3D, has been dubbed a studying model. It was studied horizontal wells in various directions in relation to the steam and the channel of higher permeability, in eight different depths. Into in the same area were studied, the sensitivity of the trajectories of horizontal wells, according to the depth of navigation. With the purpose of obtaining the highest output of oil to a particular flow, quality, temperature and time for the injection of steam. The wells studied showed a significant improvement in the cumulative oil recovery in one of the paths by promoting an alternative to application in mature fields or under development fields with heavy oil

Water quality and zooplankton in tanks with larvae of Brycon Orbignyanus (Valenciennes, 1949)

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Physical quality of an Oxisol cultivated with maize submited to cover crops in the pre-cropping period

The intensive use of land alters the distribution of the pore size which imparts consequences on the soil physical quality. The Least Limiting Water Range (LLWR) allows for the visualization of the effects of management systems upon either the improvement or the degradation of the soil physical quality. The objective of this study was to evaluate the physical quality of a Red Latosol (Oxisol) submited to cover crops in the period prior to the maize crop in a no-tillage and conventional tillage system, using porosity, soil bulk density and the LLWR as attributes. The treatments were: conventional tillage (CT) and a no-tillage system with the following cover crops: sunn hemp (Crotalaria juncea L.) (NS), pearl millet (Pennisetum americanum (L.) Leeke) (NP) and lablab (Dolichos lablab L.) (NL). The experimental design was randomized blocks in subdivided plots with six replications, with the plots being constituted by the treatments and the subplots by the layers analyzed. The no-tillage systems showed higher total porosity and soil organic matter at the 0-0.5 m layer for the CT. The CT did not differ from the NL or NS in relation to macroporosity. The NP showed the greater porosity, while CT and NS presented lower soil bulk density. No <= 10 % airing porosity was found for the treatments evaluated, and value for water content where soil aeration is critical (theta(PA)) was found above estimated water content at field capacity (theta(FC)) for all densities. Critical soil bulk density was of 1.36 and 1.43 Mg m(-3) for NP and CT, respectively. The LLWR in the no-tillage systems was limited in the upper part by the theta(FC), and in the bottom part, by the water content from which soil resistance to penetration is limiting (theta(PR)). By means of LLWR it was observed that the soil presented good physical quality.

Metodologia de implantação da construção enxuta: estudo de caso em construtora de porte médio

In recent years, the Brazilian construction industry has gone by changes like currency stability, increasing competition, shortage of skilled labor and increasing quality importance required by the customer, who made the sector companies seek solutions through new management practices in order to become more efficient. A alternative to these management practices is known as Lean Construction which is derived from the Toyota System Production. Lean Construction main goals are to reduce parts of activities that do not add value, increase product value by considering customer needs, reduce variability and production cycle time, simplify process by reducing the number of parts or steps, increase the flexibility in the product execution and transparency process, focus the control on overall process, introduce continuous improvement process, maintain a balance between improvements in flows and conversions and seek to learn from practices adopted by competitors. However, the construction industry is characterized by having nomadic activity, which undertakes an unique product with high cost of production and big inertia for behavioral change, making it difficult to implement the philosophy of lean construction in companies. In this sense, the main objective of this study is to develop a methodology for implementation of the principles of Lean Construction. The method of implementing the proposed management system was designed with the aid of 5W2H tool, and the implementation process is divided into three phases. The first one aims to know in a macro way the current operation of construction, identify who is its target audience and what are the products and services offered to the Market. The second phase aims to describe what actions should be taken and which documents are needed to be created or modified; finally, the third step goal consists in how to control and monitor established processes, where through Strategic Planning the company goals would be set along with their respective targets and indicators in order to keep the system working, aiming for continuous improvement with focus on the customer. This methodology was conceived as a case study analyzing a medium size construction with more than 18 years of activity and certified for almost 10 years with ISO9001 and level A in PBQP-H. We also conclude that this implementation process can be used in any developer and / or builder