Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFS |
Texto Completo: | http://ri.ufs.br/jspui/handle/riufs/12680 |
Resumo: | The fiscal crises that hit the economies around the world, coupled with social pressures for better services provided by the public power, fostered managerial practices typical of private initiative by placing concern with the citizen / client as the focus of state activity, not only to carry out the work, but to do it efficiently and effectively to society. The concern is not only with the correct application of public resources, but with the efficient investment and capable of producing to society the goods and services demanded. The objective of the present research is to identify the efficiency, effectiveness and effectiveness standards of the transportation service managed by the Transportation Division (DITRAN) of the Federal University of Sergipe between 2014 and 2016, based on the following specific objectives: i) verify the effectiveness of the transportation service offered to the UFS community by identifying possible repressed demands or oversizing of the vehicle fleet, levels of accessibility, volume and service coverage; ii) identify efficiency as a result of routines and procedures adopted by DITRAN; iii) determine the effectiveness resulting from the practices of the transport sector in the management of services; iv) present a proposal for intervention identifying the opportunities for improvement of the transport service. This research is a case study, exploratory and descriptive, with a mixed approach, quantitative in a first stage, and qualitative from interviews with transport service managers, and adopts DITRAN / UFS as the unit of analysis. A total of 46 questionnaires were applied to the requesters or responsible for the trip / trip, thus qualified according to Administrative Rule No. 377 that regulates the procedures for requisition of vehicles. The organizational diagnosis indicated that the services presented different patterns of community service, showing to be ineffective, with a high demand repressed in the academic sector, inefficient when compared to other institutions or between the years studied, and effective, demonstrating the dependence that the sectors have of the transportation service managed by DITRAN. After the diagnosis of the organizational situation with the focus on effectiveness, efficiency and effectiveness of the transportation service, a proposal was made for an organizational intervention based on the 5W2H tool, which proposes to develop alternative solutions for the framework outlined, signaling the need to update the 377/2016 ordinance as a way of improvement. |
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Santos, Cledson Batista dosMoreira, Nathalia Carvalho2020-02-07T21:14:03Z2020-02-07T21:14:03Z2018-02-06SANTOS, Cledson Batista dos. Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016. 2018. 98 f. Dissertação (Mestrado em Administração Pública) - Universidade Federal de Sergipe, São Cristóvão, SE, 2018.http://ri.ufs.br/jspui/handle/riufs/12680The fiscal crises that hit the economies around the world, coupled with social pressures for better services provided by the public power, fostered managerial practices typical of private initiative by placing concern with the citizen / client as the focus of state activity, not only to carry out the work, but to do it efficiently and effectively to society. The concern is not only with the correct application of public resources, but with the efficient investment and capable of producing to society the goods and services demanded. The objective of the present research is to identify the efficiency, effectiveness and effectiveness standards of the transportation service managed by the Transportation Division (DITRAN) of the Federal University of Sergipe between 2014 and 2016, based on the following specific objectives: i) verify the effectiveness of the transportation service offered to the UFS community by identifying possible repressed demands or oversizing of the vehicle fleet, levels of accessibility, volume and service coverage; ii) identify efficiency as a result of routines and procedures adopted by DITRAN; iii) determine the effectiveness resulting from the practices of the transport sector in the management of services; iv) present a proposal for intervention identifying the opportunities for improvement of the transport service. This research is a case study, exploratory and descriptive, with a mixed approach, quantitative in a first stage, and qualitative from interviews with transport service managers, and adopts DITRAN / UFS as the unit of analysis. A total of 46 questionnaires were applied to the requesters or responsible for the trip / trip, thus qualified according to Administrative Rule No. 377 that regulates the procedures for requisition of vehicles. The organizational diagnosis indicated that the services presented different patterns of community service, showing to be ineffective, with a high demand repressed in the academic sector, inefficient when compared to other institutions or between the years studied, and effective, demonstrating the dependence that the sectors have of the transportation service managed by DITRAN. After the diagnosis of the organizational situation with the focus on effectiveness, efficiency and effectiveness of the transportation service, a proposal was made for an organizational intervention based on the 5W2H tool, which proposes to develop alternative solutions for the framework outlined, signaling the need to update the 377/2016 ordinance as a way of improvement.As crises fiscais que atingiram as economias ao redor do mundo, associado às pressões sociais por melhores serviços prestados pelo poder público, fomentaram práticas gerencialistas típicas da iniciativa privada ao colocar a preocupação com o cidadão/cliente como o foco da atividade estatal, passando a se preocupar não apenas em realizar a obra, mas em fazê-la de forma eficiente e efetiva à sociedade. A preocupação não é só com a correta aplicação dos recursos públicos, mas com o investimento eficiente e capaz de produzir à sociedade os bens e serviços demandados. O objetivo da presente pesquisa é identificar os padrões de eficiência, eficácia e efetividade praticados pelo serviço de transporte gerenciado pela Divisão de Transportes (DITRAN) da Universidade Federal de Sergipe, entre os anos de 2014 a 2016, tomando por base os seguintes objetivos específicos: i) mensurar a eficácia do serviço de transporte ofertado à comunidade da UFS a partir da identificação de possíveis demandas reprimidas, estrutura da frota de veículos, volume e cobertura de atendimento do serviço ; ii) identificar a eficiência enquanto resultado das rotinas e procedimentos adotados pela DITRAN; iii) determinar a efetividade decorrente das práticas do setor de transportes na gestão dos serviços; iv) apresentar proposta de intervenção identificando as oportunidades de melhorias do serviço de transportes. Esta pesquisa é um estudo de caso, exploratório e descritivo, com abordagem mista, quantitativa numa primeira etapa, e qualitativa a partir da realização de entrevistas com os gestores do serviço de transporte, e adota, enquanto unidade de análise, a DITRAN/UFS. Foram aplicados 46 questionários junto aos requisitantes ou responsáveis pelo deslocamento/viagem, assim qualificados conforme Portaria nº 377 que regulamenta os procedimentos para requisição de veículos. O diagnóstico organizacional sinalizou que os serviços apresentam padrões distintos de atendimento à comunidade, mostrando-se ineficaz, com alta demanda reprimida no setor acadêmico, ineficiente quando comparado com outras instituições ou entre os anos pesquisados, e efetivo, demonstrando a dependência que os setores têm do serviço de transporte gerenciado pela DITRAN. Após a realização do diagnóstico da situação organizacional com o foco na eficácia, eficiência e efetividade do serviço de transportes, foi realizada a proposta de intervenção organizacional a partir do plano de ação, com base na ferramenta 5W2H, que se proponha a levantar alternativas de soluções para o quadro delineado, sinalizando à necessidade de atualização da portaria 377/2016 como forma de melhoria.São Cristóvão, SEporEficáciaEficiênciaEfetividadeGerencialismoTransportesUniversidade Federal de Sergipe (UFS)EfficiencyEffectivenessManagerialismTransportation ServicesCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICAPadrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisPós-Graduação em Administração PúblicaUniversidade Federal de Sergipereponame:Repositório Institucional da UFSinstname:Universidade Federal de Sergipe (UFS)instacron:UFSinfo:eu-repo/semantics/openAccessTEXTCLEDSON_BATISTA_SANTOS.pdf.txtCLEDSON_BATISTA_SANTOS.pdf.txtExtracted texttext/plain229016https://ri.ufs.br/jspui/bitstream/riufs/12680/3/CLEDSON_BATISTA_SANTOS.pdf.txt760ec439e833dfa7554b35c96a6a6926MD53THUMBNAILCLEDSON_BATISTA_SANTOS.pdf.jpgCLEDSON_BATISTA_SANTOS.pdf.jpgGenerated Thumbnailimage/jpeg1425https://ri.ufs.br/jspui/bitstream/riufs/12680/4/CLEDSON_BATISTA_SANTOS.pdf.jpg837a9a9ffe5d954c7c40012cf7d8eaa5MD54ORIGINALCLEDSON_BATISTA_SANTOS.pdfCLEDSON_BATISTA_SANTOS.pdfapplication/pdf1362441https://ri.ufs.br/jspui/bitstream/riufs/12680/2/CLEDSON_BATISTA_SANTOS.pdffa8f9c7bb2ee62c6218fec4182d7040cMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-81475https://ri.ufs.br/jspui/bitstream/riufs/12680/1/license.txt098cbbf65c2c15e1fb2e49c5d306a44cMD51riufs/126802020-02-07 18:19:54.02oai:ufs.br:riufs/12680TElDRU7Dh0EgREUgRElTVFJJQlVJw4fDg08gTsODTy1FWENMVVNJVkEKCkNvbSBhIGFwcmVzZW50YcOnw6NvIGRlc3RhIGxpY2Vuw6dhLCB2b2PDqiAobyBhdXRvcihlcykgb3UgbyB0aXR1bGFyIGRvcyBkaXJlaXRvcyBkZSBhdXRvcikgY29uY2VkZSDDoCBVbml2ZXJzaWRhZGUgRmVkZXJhbCBkZSBTZXJnaXBlIG8gZGlyZWl0byBuw6NvLWV4Y2x1c2l2byBkZSByZXByb2R1emlyIHNldSB0cmFiYWxobyBubyBmb3JtYXRvIGVsZXRyw7RuaWNvLCBpbmNsdWluZG8gb3MgZm9ybWF0b3Mgw6F1ZGlvIG91IHbDrWRlby4KClZvY8OqIGNvbmNvcmRhIHF1ZSBhIFVuaXZlcnNpZGFkZSBGZWRlcmFsIGRlIFNlcmdpcGUgcG9kZSwgc2VtIGFsdGVyYXIgbyBjb250ZcO6ZG8sIHRyYW5zcG9yIHNldSB0cmFiYWxobyBwYXJhIHF1YWxxdWVyIG1laW8gb3UgZm9ybWF0byBwYXJhIGZpbnMgZGUgcHJlc2VydmHDp8Ojby4KClZvY8OqIHRhbWLDqW0gY29uY29yZGEgcXVlIGEgVW5pdmVyc2lkYWRlIEZlZGVyYWwgZGUgU2VyZ2lwZSBwb2RlIG1hbnRlciBtYWlzIGRlIHVtYSBjw7NwaWEgZGUgc2V1IHRyYWJhbGhvIHBhcmEgZmlucyBkZSBzZWd1cmFuw6dhLCBiYWNrLXVwIGUgcHJlc2VydmHDp8Ojby4KClZvY8OqIGRlY2xhcmEgcXVlIHNldSB0cmFiYWxobyDDqSBvcmlnaW5hbCBlIHF1ZSB2b2PDqiB0ZW0gbyBwb2RlciBkZSBjb25jZWRlciBvcyBkaXJlaXRvcyBjb250aWRvcyBuZXN0YSBsaWNlbsOnYS4gVm9jw6ogdGFtYsOpbSBkZWNsYXJhIHF1ZSBvIGRlcMOzc2l0bywgcXVlIHNlamEgZGUgc2V1IGNvbmhlY2ltZW50bywgbsOjbyBpbmZyaW5nZSBkaXJlaXRvcyBhdXRvcmFpcyBkZSBuaW5ndcOpbS4KCkNhc28gbyB0cmFiYWxobyBjb250ZW5oYSBtYXRlcmlhbCBxdWUgdm9jw6ogbsOjbyBwb3NzdWkgYSB0aXR1bGFyaWRhZGUgZG9zIGRpcmVpdG9zIGF1dG9yYWlzLCB2b2PDqiBkZWNsYXJhIHF1ZSBvYnRldmUgYSBwZXJtaXNzw6NvIGlycmVzdHJpdGEgZG8gZGV0ZW50b3IgZG9zIGRpcmVpdG9zIGF1dG9yYWlzIHBhcmEgY29uY2VkZXIgw6AgVW5pdmVyc2lkYWRlIEZlZGVyYWwgZGUgU2VyZ2lwZSBvcyBkaXJlaXRvcyBhcHJlc2VudGFkb3MgbmVzdGEgbGljZW7Dp2EsIGUgcXVlIGVzc2UgbWF0ZXJpYWwgZGUgcHJvcHJpZWRhZGUgZGUgdGVyY2Vpcm9zIGVzdMOhIGNsYXJhbWVudGUgaWRlbnRpZmljYWRvIGUgcmVjb25oZWNpZG8gbm8gdGV4dG8gb3Ugbm8gY29udGXDumRvLgoKQSBVbml2ZXJzaWRhZGUgRmVkZXJhbCBkZSBTZXJnaXBlIHNlIGNvbXByb21ldGUgYSBpZGVudGlmaWNhciBjbGFyYW1lbnRlIG8gc2V1IG5vbWUocykgb3UgbyhzKSBub21lKHMpIGRvKHMpIApkZXRlbnRvcihlcykgZG9zIGRpcmVpdG9zIGF1dG9yYWlzIGRvIHRyYWJhbGhvLCBlIG7Do28gZmFyw6EgcXVhbHF1ZXIgYWx0ZXJhw6fDo28sIGFsw6ltIGRhcXVlbGFzIGNvbmNlZGlkYXMgcG9yIGVzdGEgbGljZW7Dp2EuIAo=Repositório InstitucionalPUBhttps://ri.ufs.br/oai/requestrepositorio@academico.ufs.bropendoar:2020-02-07T21:19:54Repositório Institucional da UFS - Universidade Federal de Sergipe (UFS)false |
dc.title.pt_BR.fl_str_mv |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
title |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
spellingShingle |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 Santos, Cledson Batista dos Eficácia Eficiência Efetividade Gerencialismo Transportes Universidade Federal de Sergipe (UFS) Efficiency Effectiveness Managerialism Transportation Services CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
title_short |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
title_full |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
title_fullStr |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
title_full_unstemmed |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
title_sort |
Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016 |
author |
Santos, Cledson Batista dos |
author_facet |
Santos, Cledson Batista dos |
author_role |
author |
dc.contributor.author.fl_str_mv |
Santos, Cledson Batista dos |
dc.contributor.advisor1.fl_str_mv |
Moreira, Nathalia Carvalho |
contributor_str_mv |
Moreira, Nathalia Carvalho |
dc.subject.por.fl_str_mv |
Eficácia Eficiência Efetividade Gerencialismo Transportes Universidade Federal de Sergipe (UFS) |
topic |
Eficácia Eficiência Efetividade Gerencialismo Transportes Universidade Federal de Sergipe (UFS) Efficiency Effectiveness Managerialism Transportation Services CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
dc.subject.eng.fl_str_mv |
Efficiency Effectiveness Managerialism Transportation Services |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
description |
The fiscal crises that hit the economies around the world, coupled with social pressures for better services provided by the public power, fostered managerial practices typical of private initiative by placing concern with the citizen / client as the focus of state activity, not only to carry out the work, but to do it efficiently and effectively to society. The concern is not only with the correct application of public resources, but with the efficient investment and capable of producing to society the goods and services demanded. The objective of the present research is to identify the efficiency, effectiveness and effectiveness standards of the transportation service managed by the Transportation Division (DITRAN) of the Federal University of Sergipe between 2014 and 2016, based on the following specific objectives: i) verify the effectiveness of the transportation service offered to the UFS community by identifying possible repressed demands or oversizing of the vehicle fleet, levels of accessibility, volume and service coverage; ii) identify efficiency as a result of routines and procedures adopted by DITRAN; iii) determine the effectiveness resulting from the practices of the transport sector in the management of services; iv) present a proposal for intervention identifying the opportunities for improvement of the transport service. This research is a case study, exploratory and descriptive, with a mixed approach, quantitative in a first stage, and qualitative from interviews with transport service managers, and adopts DITRAN / UFS as the unit of analysis. A total of 46 questionnaires were applied to the requesters or responsible for the trip / trip, thus qualified according to Administrative Rule No. 377 that regulates the procedures for requisition of vehicles. The organizational diagnosis indicated that the services presented different patterns of community service, showing to be ineffective, with a high demand repressed in the academic sector, inefficient when compared to other institutions or between the years studied, and effective, demonstrating the dependence that the sectors have of the transportation service managed by DITRAN. After the diagnosis of the organizational situation with the focus on effectiveness, efficiency and effectiveness of the transportation service, a proposal was made for an organizational intervention based on the 5W2H tool, which proposes to develop alternative solutions for the framework outlined, signaling the need to update the 377/2016 ordinance as a way of improvement. |
publishDate |
2018 |
dc.date.issued.fl_str_mv |
2018-02-06 |
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2020-02-07T21:14:03Z |
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2020-02-07T21:14:03Z |
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info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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masterThesis |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
SANTOS, Cledson Batista dos. Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016. 2018. 98 f. Dissertação (Mestrado em Administração Pública) - Universidade Federal de Sergipe, São Cristóvão, SE, 2018. |
dc.identifier.uri.fl_str_mv |
http://ri.ufs.br/jspui/handle/riufs/12680 |
identifier_str_mv |
SANTOS, Cledson Batista dos. Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016. 2018. 98 f. Dissertação (Mestrado em Administração Pública) - Universidade Federal de Sergipe, São Cristóvão, SE, 2018. |
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Universidade Federal de Sergipe |
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