Twenty-Third Annual Management Achievement Awards Luncheon Program 2003

A program for the Twenty-Third Annual Management Achievement Awards Luncheon on February 7th, 2003 at The Windsor. Mr. Ziraldo is to be presented an award for his achievement in Management during the luncheon ceremony. Also, listed are the names of recipients of the award for the past twenty three years.

Re-engineering and Re-defining University Libraries in the context of modern Information and Communication Technologies: a study with special reference to the University Libraries in Kerala

Information and communication technologies are the tools that underpin the emerging “Knowledge Society”. Exchange of information or knowledge between people and through networks of people has always taken place. But the ICT has radically changed the magnitude of this exchange, and thus factors such as timeliness of information and information dissemination patterns have become more important than ever.Since information and knowledge are so vital for the all round human development, libraries and institutions that manage these resources are indeed invaluable. So, the Library and Information Centres have a key role in the acquisition, processing, preservation and dissemination of information and knowledge. ln the modern context, library is providing service based on different types of documents such as manuscripts, printed, digital, etc. At the same time, acquisition, access, process, service etc. of these resources have become complicated now than ever before. The lCT made instrumental to extend libraries beyond the physical walls of a building and providing assistance in navigating and analyzing tremendous amounts of knowledge with a variety of digital tools. Thus, modern libraries are increasingly being re-defined as places to get unrestricted access to information in many formats and from many sources.The research was conducted in the university libraries in Kerala State, India. lt was identified that even though the information resources are flooding world over and several technologies have emerged to manage the situation for providing effective services to its clientele, most of the university libraries in Kerala were unable to exploit these technologies at maximum level. Though the libraries have automated many of their functions, wide gap prevails between the possible services and provided services. There are many good examples world over in the application of lCTs in libraries for the maximization of services and many such libraries have adopted the principles of reengineering and re-defining as a management strategy. Hence this study was targeted to look into how effectively adopted the modern lCTs in our libraries for maximizing the efficiency of operations and services and whether the principles of re-engineering and- redefining can be applied towards this.Data‘ was collected from library users, viz; student as well as faculty users; library ,professionals and university librarians, using structured questionnaires. This has been .supplemented by-observation of working of the libraries, discussions and interviews with the different types of users and staff, review of literature, etc. Personal observation of the organization set up, management practices, functions, facilities, resources, utilization of information resources and facilities by the users, etc. of the university libraries in Kerala have been made. Statistical techniques like percentage, mean, weighted mean, standard deviation, correlation, trend analysis, etc. have been used to analyse data.All the libraries could exploit only a very few possibilities of modern lCTs and hence they could not achieve effective Universal Bibliographic Control and desired efficiency and effectiveness in services. Because of this, the users as well as professionals are dissatisfied. Functional effectiveness in acquisition, access and process of information resources in various formats, development and maintenance of OPAC and WebOPAC, digital document delivery to remote users, Web based clearing of library counter services and resources, development of full-text databases, digital libraries and institutional repositories, consortia based operations for e-journals and databases, user education and information literacy, professional development with stress on lCTs, network administration and website maintenance, marketing of information, etc. are major areas need special attention to improve the situation. Finance, knowledge level on ICTs among library staff, professional dynamism and leadership, vision and support of the administrators and policy makers, prevailing educational set up and social environment in the state, etc. are some of the major hurdles in reaping the maximum possibilities of lCTs by the university libraries in Kerala. The principles of Business Process Re-engineering are found suitable to effectively apply to re-structure and redefine the operations and service system of the libraries. Most of the conventional departments or divisions prevailing in the university libraries were functioning as watertight compartments and their existing management system was more rigid to adopt the principles of change management. Hence, a thorough re-structuring of the divisions was indicated. Consortia based activities and pooling and sharing of information resources was advocated to meet the varied needs of the users in the main campuses and off campuses of the universities, affiliated colleges and remote stations. A uniform staff policy similar to that prevailing in CSIR, DRDO, ISRO, etc. has been proposed by the study not only in the university libraries in kerala but for the entire country.Restructuring of Lis education,integrated and Planned development of school,college,research and public library systems,etc.were also justified for reaping maximum benefits of the modern ICTs.

La estructura y funcionalidad de los sistemas en el modelo de Bronfenbrenner y su utilidad en entornos empresariales

El proyecto será desarrollado en base al modelo ecológico del desarrollo humano, (Bronfenbrenner, 1999) partiendo desde la explicación y conceptualización del modelo en términos generales, guiando la investigación hacia un ámbito organizacional en donde se podrá aplicar la teoría descrita por Bronfenbrenner y así, determinar cuál es la estructura y funcionalidad de los sistemas en el modelo además de establecer qué utilidad tiene en entornos empresariales por medio del análisis de los múltiples sistemas, relaciones, interacciones y efectos que tienen y que desarrollan las empresas u organizaciones en el transcurso de su vida. A lo largo de la investigación se hará referencia a diferentes conceptos relacionados tanto con el modelo como con el mundo en que se desarrollan las organizaciones, tales como clusters, sistemas, sectores, estrategias, marketing relacional, comunidad, interacciones, influencias, entre otros; los cuales permitirán acercar lo mayor posible el modelo de Bronfenbrenner al mundo empresarial y lograr desarrollar de mejor manera la intención de aplicar el modelo al mundo organizacional.

La gestión de relaciones con clientes (CRM): sector de seguridad privada

Esta tesis pretende describir la situación actual del sector de seguridad privada, al implementar y adoptar estrategias de CRM. Con una revisión confiable y el estudio de casos relacionados con el tema, lo cual permitirá constatar la realidad en cuanto la aplicación del modelo, en el sector de seguridad privada, según lo planteado por diversos autores. Los resultados obtenidos permitirán, de este modo, al sector y a sus gerentes, desarrollar estrategias que ayuden a la satisfacción de sus clientes y a la prestación de un mejor servicio. En el campo académico, este estudio servirá como guía teórico-práctica para estudiantes y profesores, de modo que permitirá afianzar conocimientos en cuanto al CRM, al marketing relacional y su uso en el sector de seguridad privada. Según este modelo la información acerca de los clientes, es una información estratégica vital para las organizaciones que ayuda a la toma de decisiones, pronosticar cambios en cuanto a demanda, además de establecer control sobre procesos en los que se involucre el cliente; de modo que la adopción e implementación de CRM, ayude a la empresa, en este caso a las del sector de seguridad privada, a estar atentos a la manera como se interactúa con el cliente y por ende mejorar el servicio, lo que tendrá repercusión en la percepción que tenga de la organización el cliente. De este modo, se ve como en la actualidad las estrategias de CRM definen el rumbo de una empresa, ayudando atraer nuevos clientes y además de esto, ayuda de igual modo a mantener felices a los clientes actuales; lo cual repercute en la demanda o el requerimiento del servicio, y así en una mejor rentabilidad para las empresas del sector. Razones por las que el sector de vigilancia se verá beneficiado por medio de las estrategias del CRM, lo que lo llevara a ofrecer mejores servicios a sus clientes.

Gestão democrática : caminhos e descaminhos da prática do gestor no cotidiano escolar

A preocupação central desta pesquisa é analisar a concepção de seis gestores, três supervisores, seis professores, três membros do conselho escolar e cento e cinquenta estudantes que estão diretamente envolvidos com a prática da gestão democrática escolar, em três escolas da rede municipal do Jaboatão dos Guararapes. Este estudo está dividido em três capítulos: a gestão democrática e seus desafios na escola, analisando os estudos referentes à prática do gestor escolar no Brasil e a função do gestor no município de Jaboatão dos Guararapes; a investigação de campo foi realizada com entrevistas aos profissionais em educação, aplicação do questionário aos estudantes, análise dos documentos administrativos e pedagógicos. Utilizamos a metodologia quali-quantitativa. Visto que os dados foram analisados através da análise do discurso e o programa SPSS 18.0. Utilizamos tabelas e gráfico. Observamos às questões voltadas a prática cotidiana do gestor diante do processo democrático no âmbito escolar. Diante destes estudos evidencia-se que atualmente a necessidade do aprofundamento do conhecimento de todos participantes da escola, sobre os princípios da Gestão Democrática fundamentada na construção coletiva do PPP e da necessidade de um Conselho Escolar atuante e comprometido com a educação de qualidade.

On a resurgence of management simulations and games

The past few years have seen a significant resurgence of interest in ‘management games’ and ‘management flight simulators’, one particularly active source of such work being the system dynamics community. After proposing a distinction between games and simulations, this paper provides some background to these developments by briefly describing the historical roots of the field and the fundamental ideas of the system dynamics community, which are now giving rise to ‘microworlds’. The training advantages of management simulations and games are then discussed. The paper closes with a note on the research and findings of the system dynamics field and by offering some words of warning on the perils of simulation and game use. Two scenarios for how the use of simulations and games as management education devices might develop in the future are proposed. An Appendix describes five examples of very different types of management simulations and games.

Communication in Smoking Cessation and Self-management : a study at Nurse-led COPD-clinics in Primary Health Care

ABSTRACTThe general aim of this thesis was to investigate behavioral change communication at nurse-led chronic obstructive pulmonary disease (COPD) clinics in primary health care, focusing on communication in self-management and smoking cessation for patients with COPD.Designs: Observational, prospective observational and experimental designs were used.Methods: To explore and describe the structure and content of self-management education and smoking cessation communication, consultations between patients (n=30) and nurses (n=7) were videotaped and analyzed with three instruments: Consulting Map (CM), the Motivational Interviewing Treatment Integrity (MITI) scale and the Client Language Assessment in Motivational Interviewing (CLAMI). To examine the effects of structured self-management education, patients with COPD (n=52) were randomized in an intervention and a control group. Patients’ quality of life (QoL), knowledge about COPD and smoking cessation were examined with a questionnaire on knowledge about COPD and smoking habits and with St. George’s Respiratory Questionnaire, addressing QoL. Results: The findings from the videotaped consultations showed that communication about the reasons for consultation mainly concerned medical and physical problems and (to a certain extent) patients´ perceptions. Two consultations ended with shared understanding, but none of the patients received an individual treatment-plan. In the smoking cessation communication the nurses did only to a small extent evoke patients’ reasons for change, fostered collaboration and supported patients’ autonomy. The nurses provided a lot of information (42%), asked closed (21%) rather than open questions (3%), made simpler (14%) rather than complex (2%) reflections and used MI non-adherent (16%) rather than MI-adherent (5%) behavior. Most of the patients’ utterances in the communication were neutral either toward or away from smoking cessation (59%), utterances about reason (desire, ability and need) were 40%, taking steps 1% and commitment to stop smoking 0%. The number of patients who stopped smoking, and patients’ knowledge about the disease and their QoL, was increased by structured self-management education and smoking cessation in collaboration between the patient, nurse and physician and, when necessary, a physiotherapist, a dietician, an occupational therapist and/or a medical social worker.Conclusion The communication at nurse-led COPD clinics rarely involved the patients in shared understanding and responsibility and concerned patients’ fears, worries and problems only to a limited extent. The results also showed that nurses had difficulties in attaining proficiency in behavioral change communication. Structured self-management education showed positive effects on patients’ perceived QoL, on the number of patients who quit smoking and on patients’ knowledge about COPD.

The Profile of a Manager in Higher Education Institution in Latin America: The Case of the EBAPE

The aim of this study is to analyze the profile of today’s manager, according to the classical management literature, working on internationalized higher education institute. This paper draws together knowledge about the manager’s profile in a corporate environment and how it can be appreciated in a higher education institute all of this taking into consideration the environment that nowadays exists in these institutions. Data were collected through semi-structured interviews, with professors of the Fundacao Getulio Vargas, more specific on their Public and Business Administration School (EBAPE), which had active roles on its development, internationalization and during some point in time their management. The findings obtained where analyzed under the perspective brought by the theoretical reference framework, and, based on this approach is represented the manager whom could have a better perspective to administrate a higher education institute.

A política de municipalização do ensino fundamental no estado do Pará e suas relações com a reforma do Estado

O estudo focaliza a política de Municipalização do Ensino Fundamental no Estado do Pará e suas relações com a Reforma do Estado a partir da análise da proposta de Municipalização do Ensino Fundamental no Pará, compreendida como parte das políticas de descentralização de gestão educacional, desencadeadas a partir da década de 1990. O objetivo principal desse estudo foi tentar estabelecer possíveis nexos entre a política de Municipalização do Ensino e a proposta de gestão gerencial propugnada na Reforma do Estado. A metodologia utilizada privilegiou a análise documental, o levantamento da produção teórica sobre o assunto, bem como a análise dos resultados estatísticos de atendimento da educação básica no período de 1996 a 2004. O estudo demonstrou que a política de descentralização e modernização gerencial preconizada pela Reforma do Estado tem orientado as políticas de descentralização e de focalização do financiamento da educação tais como a criação do Fundo de Manutenção e Desenvolvimento do Ensino Fundamental e Valorização do Magistério FUNDEF, que pelas suas características tem induzido à municipalização do ensino fundamental no Brasil, especialmente no Estado do Pará. A proposta de municipalização por parte do governo estadual conta atualmente com a adesão de 67,1% dos municípios e tem como meta universalizar esse processo nos cento e quarenta e três municípios até o ano de 2007. A preocupação que move o governo estadual ao propor essa política, se baseia mais em argumentos que seguem a lógica econômicofinanceira, própria da gestão gerencial proposta pela Reforma do Estado, do que motivos de ampliação da gestão democrática das políticas públicas municipais propiciadas pela proximidade com o poder local, reivindicada pelas lutas sociais na década de 1980. A própria adesão das prefeituras, por terem acontecido predominantemente nos anos de 1997 e 1998 (anos de implantação do FUNDEF no Pará e no Brasil), evidencia o pouco tempo destinado ao planejamento por parte das prefeituras que assumiram um grande contingente de responsabilidades sem uma avaliação mais apurada das suas condições objetivas de gestão educacional dessas novas demandas. Se por um lado existe na proposta uma preocupação extrema com aspectos que envolvem a racionalização do uso dos recursos, (um dos principais aspectos da gestão gerencial), por outro há uma grande fragilidade em relação não apenas ao controle social desses recursos nas municipalidades, evidenciada pelas denúncias de desvios dos recursos do FUNDEF, mas também pela não existência do Conselho Municipal de Educação em mais de 90% dos municípios, o que dificulta a possibilidade de viabilização de uma gestão democrática nos municípios. A eficiência da gestão educacional, um dos princípios basilares da gestão gerencial e da proposta de Municipalização do ensino no Pará encontra-se, portanto, comprometida diante da constatação pela SEDUC de que nos municípios salvo raras exceções, age-se, em regra, apenas gerenciando o presente.

Eleição direta para diretor escolar: desafio à democratização da gestão

Esta pesquisa analisou a eleição direta para diretores escolares via estudo de caso da Escola Estadual de Ensino Fundamental e Médio Brigadeiro Fontenele em Belém do Pará, na perspectiva da democratização da gestão, cujas questões norteadoras foram: De que modo as eleições diretas podem contribuir para a construção da gestão democrática na escola? Como se deu o processo de implantação das eleições diretas para provimento do cargo de diretor da Escola Estadual de Ensino Fundamental e Médio Brigadeiro Fontenele, do ponto de vista do Sistema e da comunidade escolar? Para tanto, desenvolvemos este estudo utilizando abordagem qualitativa com pesquisa de campo, e coletamos os dados por intermédio de documentos e entrevistas semiestruturadas destinadas a 17 sujeitos, assim distribuídos: ex-secretária adjunta de ensino, representantes do Conselho Escolar, comissão eleitoral, grêmio estudantil, professores, alunos do ensino fundamental, ensino médio, da educação de jovens e adultos, comunidade e equipe gestora. A democratização da gestão da educação e da escola foi analisada em sua concretude na Secretaria de Educação do Estado do Pará e na escola selecionada, a partir dos seguintes elementos: Conselho Escolar atuante, Projeto Político Pedagógico construído coletivamente e em funcionamento e Autonomia escolar. As análises indicam que o processo eletivo para o provimento do cargo de diretor escolar enfrentou problemas comuns nas relações políticas no Brasil, e no Pará em particular, como o clientelismo, e a inexistência de um projeto político de mudança, discussões de campanhas centradas em pessoas e não em ideias, dentre outros. Podemos afirmar que a experiência estudada não foi um caso isolado, porque o exemplo se manifestou em diversas instituições da rede estadual; que a direção eleita finalizou seu mandato sem rever o Projeto Político Pedagógico, mesmo sendo um instrumento que não garante a democratização das relações de poder, mas é essencial, e se for produto de trabalho coletivo poderá concorrer para a construção de novas relações de poder e para nortear a organização política, administrativa e pedagógica da instituição. A construção da gestão democrática encontrou diferentes barreiras, pois os órgãos colegiados não conseguiram realizar seu papel enquanto órgão permanente de educação política, pois fica quase restrito a problemas burocráticos, como prestação de contas de recursos recebidos. A estrutura hierárquica tradicional presente na E. E. E. F. M. Brigadeiro Fontenele não permitiu uma significativa mudança nas relações de poder e a própria organização pedagógica possui barreiras quase intransponíveis, como a execução dos programas de disciplinas estanques, sem os professores discutirem ou se articularem. Por fim, consideramos que a forma autoritária de conduzir a escola pode reforçar a sociedade excludente e avaliamos que para a democratização da gestão, necessitamos de novos referenciais de formação para os gestores escolares, pois o cenário político e econômico e social impõe novas práticas gestoras.

A comparison of healthcare access, healthcare utilization and asthma self-management for Hispanic children in border and non-border regions of Texas

The purpose of this culminating experience was to investigate the relationships between healthcare utilization, insurance coverage, and socioeconomic characteristics of children with asthma along the Texas-Mexico Border. A secondary data analysis was conducted on cross-sectional data from the Texas Child Asthma Call-back Survey, a follow-up survey to the random digit dialed Behavior Risk Factor Surveillance Study (BRFSS) conducted between 2006-2009 ( n = 556 adults living in households with a child with asthma).^ The proportion of Hispanic children with asthma in Border areas of Texas was more than twice that of non-Border areas (84.8% vs. 28.8%). Parents in Border areas were less likely to have their own health insurance (OR = 0.251, 95% C.I. = 0.117-0.540) and less likely to complete the survey in English than Spanish (OR = 0.251 95% C.I. = 0.117-0.540) than parents in non-Border areas. No significant socio-economic or health care utilization differences were noted between Hispanic children living in Border areas compared to Hispanic children living in non-Border areas. Children with asthma along the Texas-Mexico Border, regardless of ethnicity and language, have insurance coverage rates, reported cost barriers to care, symptom management, and medication usage patterns similar to those in non-Border areas. When compared to English-speakers, Spanish-speaking parents in Texas as a whole are far less likely to be taught what to do during an asthma attack (50.2% vs. 78.6%).^ Language preference, rather than ethnicity or geographical residence, played a larger role on childhood asthma-related health disparities for children in Texas. Spanish-speaking parents in are less likely to receive adequate asthma self-management education. Investigating the effects of Hispanic acculturation rates and incongruent parent-child health insurance coverage may provide better insight into the health disparities of children along the Texas-Mexico Border.^

Hacia una escuela inclusiva : un aporte desde las estrategias de la gestión

Ante un contexto signado por reformas educativas, demandas de pluralismo y atención a la diversidad, nos enfrentamos al cambio paradigmático de lo organizacional, lo que implica una revisión profunda del modo de gestión de las instituciones en los distintos niveles educativos. La escuela, inmersa en un contexto de cambios acelerados tanto científicos como tecnológicos, y continuamente demandada por una sociedad cada vez más heterogénea y pluralista, debe adaptarse a estos cambios y dar una respuesta efectiva. La escuela inclusiva es una alternativa válida tanto desde sus principios como en sus procedimientos, hacia la apertura a la diversidad de la población en edad escolar. En tal sentido, el desarrollo de una gestión educativa basada en la descentralización; la sustitución de la programación de detalle por la orientación estratégica; el “achatamiento" de la jerarquía; la desburocratización; el trabajo en equipo y la democratización en la toma de decisiones. Desde tal perspectiva, en este trabajo se plantean una serie de consideraciones a tener en cuenta en todo proyecto de inclusión escolar desde la gestión, que podrían contribuir al análisis de la capacidad de inclusión de la escuela actual, en sus diversas dimensiones: pedagógica, administrativa, organizativa y comunitaria, y para la puesta en práctica de un modelo Curricular, desde una gestión participativa.

People and Facility Management. The team: the main asset of any management

From the moment we enter a large office building until we leave it, we receive a lot of attentions served by the management of services to the user. However, it is usually quite inappreciable the work that is being developed to keep things running smoothly.The services provided in a building are carried out by people. However, we often tend to forget these people when we talk about the tasks that make that a building operates properly 24 hours a day, 365 days a year.But, for example, what would happen if one day the service provided by the reception in a large building did not function as it should? What would it be like if one day the person performing the service of maintenance of the building's cleaning were not at his post? How would the working day develop if there were not a correct air handling system?People are the foundation of the proper functioning of a building. The work of the Facilities Manager and the Facility Management is the management of their functions: the responsible management of the team.

Modelo de gestión de la responsabilidad social para las empresas del sector petrolero venezolano

El presente trabajo tiene como objetivo diseñar un modelo de gestión de responsabilidad social sustentado en estándares internacionales para las empresas del sector petrolero venezolano. Esta investigación no se suscribe a un modelo epistémico en particular, como forma parcializada de ver la realidad. Por el contrario, se realizó un abordaje holístico de la investigación, entendiendo el evento de estudio, la gestión de la responsabilidad social, como un evento integrado por distintas visiones de la relación empresa – sociedad. La holística se refiere a una tendencia que permite entender la realidad desde el punto de vista de las múltiples interacciones que la caracterizan. Corresponde a una actitud integradora como también a una teoría explicativa que se orienta hacia una comprensión contextual de los procesos, de los protagonistas y de los eventos. Desde la concepción holística se determinó que la investigación es de tipo proyectiva. Este tipo de investigación propone soluciones a una situación determinada a partir de un proceso de indagación. Implica describir, comparar, explicar y proponer alternativas de cambios, lo que da lugar a los estadios de investigación. En cuanto al diseño de la investigación, aplicando el ciclo holístico, se tiene un diseño que es univariable, transeccional contemporáneo y de fuente mixta. Univariable, porque se enfoca en la gestión de responsabilidad social. Transeccional contemporáneo, porque el evento se estudia en la actualidad y se realiza una sola medición de los datos. De fuente mixta, porque en los estadios descriptivo y explicativo se aplica un diseño de campo, al recolectar los datos directamente en las empresas objeto de estudio, mientras que para los estadios analítico y comparativo se aplica un diseño documental. Las técnicas de recolección de la información estuvieron constituidas por fuentes primarias provenientes de la observación directa, la revisión documental y la aplicación de un cuestionario estructurado tipo escala Likert. El análisis de los datos comprendió el análisis estadístico descriptivo, la estimación de la fiabilidad y el análisis de coeficientes de correlación y análisis de ruta, a través del software estadístico SPSS v.19.0 y AMOS v.20. En los estadios descriptivo y explicativo se estudió la gestión de la responsabilidad social en las empresas del sector petrolero. Los resultados indicaron que las empresas del sector petrolero actúan bajo los lineamientos trazados en el Plan de Desarrollo Nacional y de acuerdo con las políticas, directrices, planes y estrategias para el sector de los hidrocarburos, dictadas por el Ministerio de Energía y Petróleo. También incluyen el compromiso social y la política ambiental en su filosofía de gestión. Tienen en su estructura organizacional una gerencia de desarrollo social que gestiona la responsabilidad social. Las actividades de inversión social se presentan poco estructuradas y en ocasiones se improvisan ya que atienden a los lineamientos políticos del Estado y no a una política interna de sostenibilidad del negocio petrolero. En cuanto a la integralidad de la gestión las empresas no consideran la responsabilidad social en todas las áreas, por lo que deben ampliar su concepción de una gestión responsable, redefiniendo estructuras, estrategias y procesos, con una orientación hacia una gestión sustentable. En cuanto a los estadios analítico y comparativo aplicados al estudio de las guías y estándares internacionales de responsabilidad social, se determinó que en términos de la integralidad de la gestión las iniciativas que destacan son: en cuanto a los principios, las directrices para empresas multinacionales según la OCDE y el Libro Verde de la Unión Europea. En relación con las guías de implementación y control, el Global Reporting Initiative y la norma ISO 26000. Y en cuanto a los sistemas de gestión el Sistema de Gestión Ética y Responsable (SGE 21) y el Sistema de Gestión de Responsabilidad Social IQNET SR10. Finalmente se diseñó una estructura para la gestión integral de responsabilidad social basada en los estándares internacionales y en el concepto de desarrollo sostenible. Por tanto abarca el desarrollo social, el equilibrio ecológico y el crecimiento económico, lo que permite un desarrollo sinérgico. La originalidad del enfoque consistió en la comprensión de la investigación desde una concepción holística, que permitió la integración de las teorías que tratan el tema de la responsabilidad social a través de un abordaje estructurado. ABSTRACT The present research aims to design a model of social responsibility management underpinned by international standards for companies in the Venezuelan oil sector. This research is not framed in a particular epistemic model as a biased way of looking at reality. Instead, a holistic approach to the research was conducted, understanding the event under study, the management of social responsibility as an event composed of different views of the relationship between corporation and society. The term holistic refers to a trend in understanding the reality from the point of view of the multiple interactions that characterize it. It corresponds to an integrative as well as an explanatory theory that is oriented towards a contextual understanding of the processes, of the participants and of the events. From the holistic conception it was determined that this research is of a projective type. The research proposes solutions to a given situation from a process of inquiry. It implies describing, comparing, explaining and proposing alternative changes, which results in the different research stages. Regarding the research design, applying the holistic cycle, an univariate, contemporary cross-sectional and mixed source design is obtained. It is univariate, because it focuses on the management of social responsibility. It is contemporary cross-sectional, because the event is studied in the present time and a single measurement of data is performed. It relies on mixed source, because in the descriptive and explanatory stages a field design is applied when collecting data directly from the companies under study, while for the analytical and comparative stages applies a documentary design is applied. The data collection techniques were constituted by primary sources from direct observation, document review and the implementation of a structured Likert scale questionnaire. The data analysis comprised descriptive statistical analysis, reliability estimates and analysis of correlation and the path analysis through the SPSS v.19.0 and AMOS V.20 statistical software. In the descriptive and explanatory stages social responsibility management in the oil sector companies was studied. The results indicated that the oil companies operate under the guidelines outlined in the National Development Plan and in accordance with the policies, guidelines, plans and strategies for the hydrocarbons sector, issued by the Ministry of Energy and Petroleum. They also include the social commitment and the environmental policy in their management philosophy. They have in their organizational structure a social development management which deals with social responsibility. Corporate social investment is presented poorly structured and is sometimes improvised since they follow the policy guidelines of the state and not the internal sustainability policy of the oil business. As for the integrity of management companies they do not consider social responsibility in all areas, so they need to expand their conception of responsible management, redefining structures, strategies and processes, with a focus on sustainable management. As for the analytical and comparative stages applied to the study of international guidelines and standards of social responsibility, it was determined that, in terms of the comprehensiveness of management, the initiatives that stand out are the following: With respect to principles, the guidelines for multinational enterprises as indicated by OECD and the Green Paper of the European Union. Regarding the implementation and control guides, the Global Reporting Initiative and the ISO 26000 standard are relevant. And as for management systems the Ethics and Responsible Management System (SGE 21) and the IQNet SR10 Social responsibility management system have to be considered. Finally a framework for the comprehensive management of social responsibility based on international standards and the concept of sustainable development was designed. Hence, social development, ecological balance and economic growth are included allowing therefore a synergistic development. The originality of this approach is the understanding of research in a holistic way, which allows the integration of theories that address the issue of social responsibility through a structured approximation.

People and Facility Management. The team: The main asset of any management

From the moment we enter a large office building until we leave it, we receive a lot of attentions served by the management of services to the user. However, it is usually quite inappreciable the work that is being developed to keep things running smoothly. The services provided in a building are carried out by people. However, we often tend to forget these people when we talk about the tasks that make that a building operates properly 24 hours a day, 365 days a year. But, for example, what would happen if one day the service provided by the reception in a large building did not function as it should? What would it be like if one day the person performing the service of maintenance of the building's cleaning were not at his post? How would the working day develop if there were not a correct air handling system? People are the foundation of the proper functioning of a building. The work of the Facilities Manager and the Facility Management is the management of their functions: the responsible management of the team.