O impacto do empoderamento psicológico no sistema de controle gerencial e nas métricas de desempenho operacional: um estudo intervencionista

• Autor(a) principal: Bordin, Maximilian Zanelato
• Data de Publicação: 2020
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações do Mackenzie
• Texto Completo: http://dspace.mackenzie.br/handle/10899/27902
• topic: central de atendimento; empoderamento psicológico; métricas de desempenho operacional; sistema de controle gerencial; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESAS

This applied work, of an interventionist character and emic perspective, aims to present the project of responsibilities and powers transferring between the existing service levels in part of an after-sales service center of a large company and also to analyze the management control system and the operational performance measures used in the respective service center and, based on the results of this analysis, propose changes in order to enhance the benefits resulting from the psychological empowerment of the employees impacted, ensuring the same levels of control and increasing customer satisfaction. The employees’ enabling perception of management control systems and operational performance measures and also their perceptions of psychological empowerment cognitions were measured based on Mahama and Cheng (2013) studies and tested through Test t of Student. The current state diagnosis occurred between December 2019 and September 2020, based on data from the period of January 2019 to February 2020. The results obtained show the responsibilities and powers transference between the existing call center service levels improves the employee perception of psychological empowerment cognitions, with highlights for the self-determination and impact ones, improving, or at least maintaining, the results of both management control system and in the operational performance measures indicators used, however adaptations are necessary. The practical implications are related to the lack of studies that investigated the effects of the adoption of psychological empowerment in operational activities and also presented, in detail and in a practical way, the management control systems adopted and operational performance measures used in after-sales customer service centers, proving psychological empowerment implementation in large companies is not as complex and unlikely to happen as the literature suggests.