Programa de Pós-Graduação em Administração - PPGAD/ICSA
URI Permanente desta comunidadehttps://repositorio.ufpa.br/handle/2011/14105
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Navegando Programa de Pós-Graduação em Administração - PPGAD/ICSA por Orientadores "MARTINS, Harley dos Santos"
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Item Acesso aberto (Open Access) Análise da relação entre qualidade de vida no trabalho, comprometimento organizacional e a intenção de permanecer na organização a partir da percepção dos servidores de uma instituição de ensino superior pública(Universidade Federal do Pará, 2023-03-28) CARDOSO, Lídia Maria Begot Bento; MARTINS, Harley dos Santos; http://lattes.cnpq.br/3094067019584624The multidimensional needs of employees can directly impact their choice to stay or leave the organization they are a part of; therefore, investing in quality of work life has become an advantageous strategy to improve working conditions, retain employees, and foster the expected organizational performance. The present study aimed to analyze the perception of employees in a public higher education institution (HEI) regarding "Quality of Work Life" (QWL) and its relationship with "Intention to Stay in the Organization" (IS), with this relationship mediated by "Organizational Commitment" (OC). A theoretical study was carried out on the selected constructs, with the creation of research hypotheses. Methodologically, the research has a descriptive and quantitative approach, with path analysis through structural equation modeling. Data were obtained from a questionnaire composed of 45 items, with 148 respondents. The results confirmed only 4 out of 15 formulated hypotheses, namely that only the QWL dimensions of "Training and Development" and "Job Satisfaction" demonstrated significant value in predicting the intention to stay, with the mediation of organizational commitment in the relationship also confirmed. Thus, it is concluded that employees who perceive quality of life in the work environment are more likely to stay in the organization, which can positively affect organizational performance. This study contributes academically to the Brazilian literature that has a shortage of investigations of these variables through structural equation modeling, and practically to strategic management by highlighting the importance of quality of work life and organizational commitment in talent retention. The main limitations of this study include the use of a convenience sample and a low response rate.Item Acesso aberto (Open Access) Cultura organizacional, compartilhamento do conhecimento, habilidades profissionais e seus efeitos no desempenho organizacional em uma IFES(Universidade Federal do Pará, 2023-03-28) NOGUEIRA, Nathalia Maciel; MARTINS, Harley dos Santos; http://lattes.cnpq.br/3094067019584624; https://orcid.org/0000-0002-1400-0939This study started from a literature review to examine the relationship between Organizational Culture, Tacit and Explicit Knowledge Sharing, and Professional Soft Skills and Hard Skills, investigating their impacts on Organizational Performance, proposing a conceptual model that evidences the relationship that was empirically tested in a federal institution of public higher education of reference, using the path analysis model. The analysis validated the hypotheses formulated and demonstrated that tacit knowledge sharing has a partial mediating effect on the relationship between organizational culture and performance. This study will contribute theoretically with a little-explored approach on the connection between knowledge sharing and professional skills, with a proposition of the concept of skill, and with the strengthening of the approach to building a culture of knowledge sharing in organizations. Its managerial implications, on the other hand, consist of management's investment in knowledge-sharing strategies and practices for the success of organizational performance.Item Acesso aberto (Open Access) Indicadores de valor social: perspectiva dos usuários do Projeto Usina da Paz(Universidade Federal do Pará, 2025-03-31) BARBOSA, Mônica Barreto; MARTINS, Harley dos Santos; http://lattes.cnpq.br/3094067019584624; https://orcid.org/0000-0002-1400-0939The literature on social value indicates that managers do not possess the necessary skills to incorporate social values into decision-making processes or to adequately evaluate them. Furthermore, there is no unified method to measure social value, and the existing methods use financial and monetary metrics. Thus, the need arose to identify qualitative indicators of social value, which represent the real impacts of projects and their social complexity in a nonmonetary way, based on the perspectives of the project’s main stakeholders: the users. The aim was also to identify the SDGs practiced by the project and the relationships between them and social value. To this end, research was carried out, characterized as an exploratory case study with a qualitative approach, using semi-structured interviews involving 34 users of the Usina da Paz Project, located in the metropolitan region of Belém. The interview script was adapted based on factors identified in the literature review. Data analysis was conducted through Bardin’s thematic content analysis, using ATLAS.ti software to assist in the analysis, storage, and management of data. The findings suggest that the Usina da Paz Project addresses 12 of the 17 existing SDGs, with greater activity in SDG 4 (Quality Education) with 144 mentions and SDG 3 (Good Health and Well-being) with 72 mentions, while 5 SDGs were not addressed by the interviewees. Accordingly, 17 social value indicators were identified, represented qualitatively, showing that social value is present in the project and is directly linked to the Sustainable Development Goals (SDGs). Based on the identified indicators, the 17 codes were grouped into 6 categories, according to key themes for better understanding. SDG 4 (Quality Education) presents a strong relationship with the social value indicators of the Usina da Paz Project, especially education and training (coefficient 0.50), equality and opportunities (coefficient 0.14), and culture and personal enrichment (coefficient 0.17). This suggests that the project is on the right path to contributing to the UN 2030 Agenda. Finally, it was found that users have a positive perception regarding their interaction with other stakeholders in the project; however, there is room to improve user participation in decision-making processes.Item Acesso aberto (Open Access) A qualidade dos treinamentos na percepção do técnico administrativo em educação e a relação com a satisfação e a qualidade de vida no trabalho(Universidade Federal do Pará, 2024-01-24) ALVES, Sabrina Bianca da Silva; MARTINS, Harley dos Santos; http://lattes.cnpq.br/3094067019584624; https://orcid.org/0000-0002-1400-0939The objective of this research was to evaluate the quality of training and qualification services offered by a public educational institution by comparing the expectations and experience of the server client and their relationship with satisfaction in the work environment and the quality of life at work. To evaluate the effectiveness of the training program at the institution location of this research, the SERVQUAL model was used, which is a questionnaire composed of 22 questions that encompass 5 dimensions of quality. The SERVQUAL model has proven effective in assessing service quality and identifying gaps that need to be addressed to improve the organization's performance. To identify the level of satisfaction of employees with their work, the QWLQ-bref questionnaire was applied, which assesses four domains of quality of life at work (QWL). The results revealed a positive correlation between the quality dimensions of the training service and the QWL domains, corroborating the studies carried out and highlighted in this research. The existing gaps between expectations and results related to the quality of the training service were also confirmed. As a suggestion for future research, it is suggested to apply the questionnaires to other units in the federal public sphere with the aim of promoting generalization and reducing biases.Item Acesso aberto (Open Access) Uso metodologia lean seis sigma para diagnóstico da qualidade dos serviços prestados em uma empresa do setor de telecomunicações(Universidade Federal do Pará, 2025-02-08) ARAÚJO, Mateus Araújo de; MARTINS, Harley dos Santos; http://lattes.cnpq.br/3094067019584624; https://orcid.org/0000-0002-1400-0939Growing competitiveness in the telecommunications market and increased demand for internet services have required companies to adopt more effective quality assessment methods, with a focus on continuous service improvement and customer retention. Among the various approaches available is Lean Six Sigma (LSS), a methodology that aims to improve operational performance and service quality. The aim of this research was to carry out a diagnosis of the quality of services provided in a telecommunications company, using the LSS methodology by analyzing cases of customer complaints. In addition, the study seeks to contribute to the scientific literature, given the limited number of studies dealing with the application of LSS in the telecommunications sector. To carry out this research, a case study strategy was adopted, covering all complaints registered throughout 2023. Data collection was based on secondary information extracted from the company's ERP (Enterprise Resource Planning) system. The data was processed using Microsoft Excel software, enabling detailed analysis of the complaints. It was identified that the company's process was below excellence levels, with a sigma level of 3 and a cost of quality of 25 to 40%, suggesting significant opportunities for improvement. The Pareto diagram revealed that approximately 92% of the complaints were concentrated in two main problems: “slow internet” and “no internet”. Analysis of the Ishikawa diagram showed that the causes of the complaints were multifactorial, covering technical, operational and environmental aspects. The 5W1H and GUT Matrix tools were key to organizing and prioritizing improvement actions efficiently, ensuring that the proposed interventions focused on the most critical problems. The diagnosis provided a detailed overview of the quality of the company's services, serving as the basis for implementing a continuous improvement plan. In addition, the research fills a gap in the literature by addressing the application of LSS in telecommunications companies. The results can serve as a reference for other organizations in the sector seeking to optimize their processes and improve customer satisfaction. However, the research had some limitations, such as the exclusive focus on the 2023 complaints, the absence of a satisfaction survey applied directly to customers and the nonimplementation of the proposed improvements. For future studies, we suggest extending the period of analysis, including positive and neutral customer interactions, applying satisfaction surveys and validating the recommended improvements in practice. These actions will allow for a more comprehensive understanding of service quality and confirmation of the effectiveness of the proposed improvements.