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| Documento principal | 8.27 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Com a transição da Era Industrial para a Era do Conhecimento, o paradigma de valor foi
alterado. A criação de valor, diferenciação e vantagem competitiva passam a advir de
activos intangíveis como know-how e conhecimento, oferta de produtos e serviços
inovadores e relacionamento com clientes e fornecedores. Os sistemas de gestão
tradicionais baseados apenas em dados financeiros (tangíveis) deixam de ter condições
para orientar as organizações nos desafios complexos deste novo ambiente, sendo
necessário encontrar novas soluções.
Neste contexto, esta dissertação tem como objectivo desenvolver uma proposta de mapa
estratégico para uma empresa privada prestadora de serviços de correio expresso ‘ECE’,
relacionando os seus objectivos estratégicos globais sob as quatro perspectivas do
Balanced Scorecard.
Esta ferramenta irá ajudar a esclarecer a estratégia, mostrando com clareza a criação de
valor para os clientes e accionistas, os processos internos necessários para essa criação
de valor e os activos intangíveis que permitem executar esses processos de forma
excelente. Adicionalmente, proporciona à gestão e a todos os colaboradores uma
percepção clara de como as suas funções estão ligadas aos objectivos estratégicos
globais da empresa, promovendo que trabalhem de maneira coordenada e corporativa
para os atingir.
Due to transition from the Industrial Age to the Age of Knowledge, the paradigm of value has changed. Creating value, differentiation and competitive advantage has undergone change to intangible assets like Knowhow and Knowledge, products and services focused on innovation, and the relationship with clients and suppliers. The traditional Management Systems based only on financial data (tangibles assets) are just not good enough to drive Organizations through this complex environment, making it necessary to seek other solutions. With this in mind, the following dissertation is focused on developing a strategic map proposal for an Express Mail Services Organization, relating its strategic global objectives to the four perspectives of the balanced Scorecard methodology -this tool will help clarify strategy and measured performance directly linked to results. Consequently, the strategy will be more understandable and clear, showing where the Organization has increased value to clients and shareholders as well as the needed internal processes for this increment in value and the intangible resources that permit running these internal processes in an excellent way. Additionally, this methodology permits sharing a strategy plan with all employees thus allowing them to envision how their capabilities and responsibilities are connected to this plan and how they can collaborate in a coordinated way in order to achieve these strategic global objectives.
Due to transition from the Industrial Age to the Age of Knowledge, the paradigm of value has changed. Creating value, differentiation and competitive advantage has undergone change to intangible assets like Knowhow and Knowledge, products and services focused on innovation, and the relationship with clients and suppliers. The traditional Management Systems based only on financial data (tangibles assets) are just not good enough to drive Organizations through this complex environment, making it necessary to seek other solutions. With this in mind, the following dissertation is focused on developing a strategic map proposal for an Express Mail Services Organization, relating its strategic global objectives to the four perspectives of the balanced Scorecard methodology -this tool will help clarify strategy and measured performance directly linked to results. Consequently, the strategy will be more understandable and clear, showing where the Organization has increased value to clients and shareholders as well as the needed internal processes for this increment in value and the intangible resources that permit running these internal processes in an excellent way. Additionally, this methodology permits sharing a strategy plan with all employees thus allowing them to envision how their capabilities and responsibilities are connected to this plan and how they can collaborate in a coordinated way in order to achieve these strategic global objectives.
Description
Keywords
Gestão estratégica - Balanced scorecard Gestão do conhecimento Activos intangíveis Capital intelectual Balanced scorecard
Citation
Publisher
Universidade da Beira Interior