Management of intellectual capital at the Post Office

Detalhes bibliográficos
Autor(a) principal: Lugoboni, Leornado Fabris
Data de Publicação: 2021
Outros Autores: Silva, Moyses Vieira da, Zittei, Marcus Vinicius Moreira, Nascimento, José Orcelio do, Murcia, Flavia Cruz de Souza
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista ENIAC pesquisa
Texto Completo: http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810
Resumo: TThis study aimed to show how post officesmanagers manage their intellectual capital. It was decided to carry out a two-stage study: documentary analysis and research survey. In the first stage, strengths were identified aboutthe management of intellectual capital of the post offices: a job and salary plan adjusted with the professional development policy, creation of the Inova post officesprogram, and identification of customer needs and expectations. In the second stage, 37 agency managers from the city of São Paulo highlighted the importance of some indicators related to the three dimensions of intellectual capital: employee satisfaction, process efficiency, quality of processes, post officescustomers and client portfolio management. The need for improvement in several indicators by the company is emphasized, as well as the implementation of tools to control and measure intellectual capital, with the purpose of aggregating value and business continuity
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spelling Management of intellectual capital at the Post OfficeGestão do capital intelectual nos Correioscaracterísticas dos CEOsB3teoria dos escalões superioresintellectual capitalmeasurementhuman capitalstructural capitalrelationship capitalTThis study aimed to show how post officesmanagers manage their intellectual capital. It was decided to carry out a two-stage study: documentary analysis and research survey. In the first stage, strengths were identified aboutthe management of intellectual capital of the post offices: a job and salary plan adjusted with the professional development policy, creation of the Inova post officesprogram, and identification of customer needs and expectations. In the second stage, 37 agency managers from the city of São Paulo highlighted the importance of some indicators related to the three dimensions of intellectual capital: employee satisfaction, process efficiency, quality of processes, post officescustomers and client portfolio management. The need for improvement in several indicators by the company is emphasized, as well as the implementation of tools to control and measure intellectual capital, with the purpose of aggregating value and business continuityEste estudo teve como objetivo evidenciar como os gerentes dos Correios gerem seu capital intelectual. Optou-se pela realização de um estudo em duas etapas: análise documental e pesquisa survey. Na primeira etapa, foram identificados pontos fortes no que se refere à gestão do capital intelectual dos Correios: plano decargos e salários ajustado com a política de desenvolvimento profissional, criação do programa Inova Correios, e identificação das necessidades e expectativas dos clientes. Na segunda etapa, 37 gerentes de agências da cidade de São Paulo destacaram a importância de alguns indicadores relacionados às três dimensões do capital intelectual: satisfação do funcionário, eficiência nos processos, qualidade nos processos, clientes dos Correios e gestão da carteira de clientes. Ressalta-se a necessidade de melhoriaem diversos indicadores por parte da empresa, além da implantação de ferramentas para controle e mensuração do capital intelectual, com o intuito de agregação de valor e continuidade do negócio.Centro Universitário ENIAC2021-02-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/81010.22567/rep.v10i1.810Revista Eniac Pesquisa; Vol. 10 No. 1 (2021); 155-177REVISTA ENIAC PESQUISA; Vol. 10 Núm. 1 (2021); 155-177REVISTA ENIAC PESQUISA; v. 10 n. 1 (2021); 155-1772316-234110.22567/rep.v10i1reponame:Revista ENIAC pesquisainstname:Centro Universitário Eniacinstacron:ENIACporhttp://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810/776Copyright (c) 2021 REVISTA ENIAC PESQUISAhttps://creativecommons.org/licenses/by-nc-nd/4.0info:eu-repo/semantics/openAccessLugoboni, Leornado FabrisSilva, Moyses Vieira daZittei, Marcus Vinicius MoreiraNascimento, José Orcelio doMurcia, Flavia Cruz de Souza2021-08-14T04:58:21Zoai:ojs.pkp.sfu.ca:article/810Revistahttps://ojs.eniac.com.br/index.php/EniacPesquisahttp://ojs.eniac.com.br/index.php/EniacPesquisa/oai||revistaeniacpesquisa@fernandoasantos.com.br2316-23412316-2341opendoar:2021-08-14T04:58:21Revista ENIAC pesquisa - Centro Universitário Eniacfalse
dc.title.none.fl_str_mv Management of intellectual capital at the Post Office
Gestão do capital intelectual nos Correios
title Management of intellectual capital at the Post Office
spellingShingle Management of intellectual capital at the Post Office
Lugoboni, Leornado Fabris
características dos CEOs
B3
teoria dos escalões superiores
intellectual capital
measurement
human capital
structural capital
relationship capital
title_short Management of intellectual capital at the Post Office
title_full Management of intellectual capital at the Post Office
title_fullStr Management of intellectual capital at the Post Office
title_full_unstemmed Management of intellectual capital at the Post Office
title_sort Management of intellectual capital at the Post Office
author Lugoboni, Leornado Fabris
author_facet Lugoboni, Leornado Fabris
Silva, Moyses Vieira da
Zittei, Marcus Vinicius Moreira
Nascimento, José Orcelio do
Murcia, Flavia Cruz de Souza
author_role author
author2 Silva, Moyses Vieira da
Zittei, Marcus Vinicius Moreira
Nascimento, José Orcelio do
Murcia, Flavia Cruz de Souza
author2_role author
author
author
author
dc.contributor.author.fl_str_mv Lugoboni, Leornado Fabris
Silva, Moyses Vieira da
Zittei, Marcus Vinicius Moreira
Nascimento, José Orcelio do
Murcia, Flavia Cruz de Souza
dc.subject.por.fl_str_mv características dos CEOs
B3
teoria dos escalões superiores
intellectual capital
measurement
human capital
structural capital
relationship capital
topic características dos CEOs
B3
teoria dos escalões superiores
intellectual capital
measurement
human capital
structural capital
relationship capital
description TThis study aimed to show how post officesmanagers manage their intellectual capital. It was decided to carry out a two-stage study: documentary analysis and research survey. In the first stage, strengths were identified aboutthe management of intellectual capital of the post offices: a job and salary plan adjusted with the professional development policy, creation of the Inova post officesprogram, and identification of customer needs and expectations. In the second stage, 37 agency managers from the city of São Paulo highlighted the importance of some indicators related to the three dimensions of intellectual capital: employee satisfaction, process efficiency, quality of processes, post officescustomers and client portfolio management. The need for improvement in several indicators by the company is emphasized, as well as the implementation of tools to control and measure intellectual capital, with the purpose of aggregating value and business continuity
publishDate 2021
dc.date.none.fl_str_mv 2021-02-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810
10.22567/rep.v10i1.810
url http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810
identifier_str_mv 10.22567/rep.v10i1.810
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810/776
dc.rights.driver.fl_str_mv Copyright (c) 2021 REVISTA ENIAC PESQUISA
https://creativecommons.org/licenses/by-nc-nd/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2021 REVISTA ENIAC PESQUISA
https://creativecommons.org/licenses/by-nc-nd/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Centro Universitário ENIAC
publisher.none.fl_str_mv Centro Universitário ENIAC
dc.source.none.fl_str_mv Revista Eniac Pesquisa; Vol. 10 No. 1 (2021); 155-177
REVISTA ENIAC PESQUISA; Vol. 10 Núm. 1 (2021); 155-177
REVISTA ENIAC PESQUISA; v. 10 n. 1 (2021); 155-177
2316-2341
10.22567/rep.v10i1
reponame:Revista ENIAC pesquisa
instname:Centro Universitário Eniac
instacron:ENIAC
instname_str Centro Universitário Eniac
instacron_str ENIAC
institution ENIAC
reponame_str Revista ENIAC pesquisa
collection Revista ENIAC pesquisa
repository.name.fl_str_mv Revista ENIAC pesquisa - Centro Universitário Eniac
repository.mail.fl_str_mv ||revistaeniacpesquisa@fernandoasantos.com.br
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