O impacto do empoderamento psicológico no sistema de controle gerencial e nas métricas de desempenho operacional

Authors

DOI:

https://doi.org/10.20397/2177-6652/2022.v22i3.2057

Keywords:

Central de Atendimento, Empoderamento Psicológico, Métricas de Desempenho Operacional, Sistema de Controle Gerencial

Abstract

Objetivo do estudo: apresentar o projeto de revisão dos processos e responsabilidades dos colaboradores implantado em uma central de atendimento pós-venda com o objetivo de aumentar o empoderamento psicológico de seus colaboradores, detalhando o sistema de controle gerencial (SCG) e as métricas de desempenho operacional (MDO) utilizados e os impactos do respectivo projeto nos indicadores existentes.

Metodologia/abordagem: A metodologia utilizada foi bibliográfica, aplicada, exploratória e pesquisa de campo. Após o entendimento do projeto com o diretor de operações, este pesquisador vivenciou o dia a dia da central de atendimento, observou os atendimentos aos clientes, conversou com colaboradores impactados, acompanhou o processo de seleção e avaliação pela equipe de monitoria, entendeu, resumiu e coletou os resultados dos indicadores que compõem tanto o SCG quanto as MDO.

Originalidade/Relevância: carência de estudos que investigaram os efeitos da adoção do empoderamento psicológico em atividades operacionais. Além disso, os poucos encontrados não apresentam, detalhadamente e de forma prática, o SCG e as MDO utilizados em centrais de atendimento pós-venda.

Principais resultados: o empoderamento psicológico manteve todos os indicadores do SCG e das MDO estáveis, com uma melhora significativa no prazo médio de resposta, através da abertura de chamado, e nos controles de absenteísmo.

Contribuições teóricas/metodológicas: com base nas pesquisas realizadas, percebeu-se a carência de estudos que investigam os efeitos da adoção do empoderamento psicológico em departamentos ou atividades operacionais, sendo que poucos apresentam, detalhadamente, os SCG e MDO adotados em operações de centrais de atendimento. Outra contribuição está no fato de que a implantação do empoderamento psicológico em empresas de grande porte não é tão complexa e improvável de acontecer como é exposto por Henri (2006) e Chenhall (2003, 2006).

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Published

2022-10-16

How to Cite

Bordin, M. Z., de Mendonça Neto, O. R., & Oyadomari, J. C. T. (2022). O impacto do empoderamento psicológico no sistema de controle gerencial e nas métricas de desempenho operacional. Journal of Management & Technology, 22(3), 309–331. https://doi.org/10.20397/2177-6652/2022.v22i3.2057

Issue

Vol. 22 No. 3 (2022): Julho/Setembro

Section

RELATO TÉCNICO

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