Indicadores de desempenho e competências em empresas de serviços: estudo de caso em dois hospitais da região metropolitana de Belo Horizonte

Abstract

Service operations play na important role in the company. Therefore it is interesting to study the management of such organizations. However, the evaluation of effectiveness and efficiency in service companies are complex issues, which fall outside the standard of classical taylorism. This work has the objective of studying how this evaluation is made, through an investigation in two hospitals in the Metropolitan Region of Belo Horizonte (Brazil) and the performances indicators adopted by them, Research is based on two main concepts the organizational model based on competences and the concept of service as a solution to a costumer´s problem. The analysis of the indicators aims to understand how they were conceived, their relations with the declared companies´ strategies, as well as their implications to the effectiveness of service delivery. Results point to the perception of how the definition of a company´s performance indicators may be apart of or may approach to the acknowledgment of workers´ competence as an important feature to the effectiveness of service delivered by the company (in this case, hospital); the theoretical conception of service as solving the costumer´s problem and the conception of what is a good service, according to the company.