Management of intellectual capital at the Post Office
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista ENIAC pesquisa |
Texto Completo: | https://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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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/pdfhttps://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:ENIACporhttps://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810/776Copyright (c) 2021 REVISTA ENIAC PESQUISAhttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessLugoboni, Leornado FabrisSilva, Moyses Vieira daZittei, Marcus Vinicius MoreiraNascimento, José Orcelio doMurcia, Flavia Cruz de Souza2024-07-09T18:47:58Zoai:ojs.pkp.sfu.ca:article/810Revistahttps://ojs.eniac.com.br/index.php/EniacPesquisaPRIhttp://ojs.eniac.com.br/index.php/EniacPesquisa/oai||revistaeniacpesquisa@fernandoasantos.com.br2316-23412316-2341opendoar:2024-07-09T18:47:58Revista 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 |
https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/810 10.22567/rep.v10i1.810 |
url |
https://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 |
https://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/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2021 REVISTA ENIAC PESQUISA https://creativecommons.org/licenses/by/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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1809207908405084160 |