https://tede.unioeste.br/handle/tede/551 2026-06-22T08:23:33Z https://tede.unioeste.br/handle/tede/8472 Title: Análise do grau de maturidade das soft skills nas atividades de gestão do gerente de atendimento e operações de agência de uma cooperativa de crédito Autor: Laurindo, Pedro Primeiro orientador: Hansel, Tiago Fernando Abstract: This dissertation analyzed the maturity level of soft skills in the management activities of a branch customer service and operations manager at a credit cooperative, focusing on Sicredi Vanguarda PR/SP/RJ. The study assumes that, in a context of economic and technological transformations, behavioral competencies – such as communication, leadership, empathy, adaptability, and conflict resolution – are fundamental to managerial performance, complementing technical skills (hard skills). The research question proposed was: what is the maturity level of these behavioral skills (soft skills) in the performance of branch customer service and operations managers at a credit cooperative? To this end, the general objective defined was: to analyze the maturity level of soft skills in the management activities of a branch customer service and operations manager at a credit cooperative, and, specifically, to identify the competencies considered important in the literature, identify those required by the cooperative, analyze those effectively mobilized by the managers, and discuss the maturity level of the competencies. The justification for this study lies in the growing appreciation of soft skills in the job market, especially in cooperative organizations, whose principles of cooperation and humanized service demand managers with strong interpersonal skills. A lack of studies applied to credit cooperatives was observed, which lends theoretical and practical relevance to this investigation. Regarding methodology, the research was applied in nature, with a quantitative approach and descriptive character. A survey was conducted with 90 customer service and operations managers from the cooperative, using a structured questionnaire based on a 10-point scale, adapted from a validated instrument. The data were processed using the Statistical Package for the Social Sciences (PSPP) software, employing descriptive statistics (mean, median, mode, standard deviation, variance, and range) to analyze the 20 selected soft skills. The analysis of the results revealed that, in general, the soft skills presented a medium to high level of maturity among the managers. The competencies Punctuality, Teamwork, Empathy, and Proactivity obtained the highest average scores, indicating good consolidation. In contrast, Creativity, Entrepreneurship, and Emotional Intelligence presented the lowest average scores and the greatest dispersion, signaling critical areas that require development. The comparative analysis by state showed that Rio de Janeiro obtained the best performance, followed by São Paulo, while Paraná presented the greatest gaps, especially in creative and emotional competencies. Factors such as time in the role and team size also influenced perceptions of mastery. Furthermore, the research reinforced how important soft skills are for managerial effectiveness in the cooperative credit context, but highlighted disparities in the degree of maturity between competencies and states. Therefore, the implementation of customized development programs is recommended, focusing on the skills identified as weak (especially Creativity, Entrepreneurship, and Emotional Intelligence), and the adoption of competency-based management policies aligned with the organizational strategy. This study aims to contribute to the academic field by offering a specific empirical analysisof the sector and providing practical support for the training and continuous improvement of managers, aiming at improving individual and organizational performance. Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação 2026-03-26T00:00:00Z https://tede.unioeste.br/handle/tede/8324 Title: Qualidade dos serviços prestados pela Secretaria Municipal de Finanças e Orçamento de Foz do Iguaçu: uma aplicação da Escala Servqual Autor: Pacheco, Mário Lioli Primeiro orientador: Hansel, Tiago Fernando Abstract: The growing demand for more efficient and citizen-oriented public services highlighted the need to assess the quality of municipal tax services, particularly in light of the expanded use of information systems. In this context, the study assessed the quality of services provided by the Municipal Finance and Budget Department of Foz do Iguaçu from the users’ perspective, using the SERVQUAL scale. The research adopted a descriptive-exploratory approach with quantitative analysis, based on structured questionnaires applied to users of municipal financial services. The sample consisted of respondents selected through convenience sampling, covering different service usage profiles and levels of interaction with the digital systems offered by the Department. The collected data were subjected to descriptive and inferential statistical analyses, enabling the measurement of quality gaps between users’ expectations and perceptions across the five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The results revealed negative gaps in all evaluated dimensions, indicating that users’ perceptions were below both the minimum expected and the desired ideal levels. The most significant gaps were identified in responsiveness and tangibility, particularly regarding service agility, clarity of information, system usability, and technological infrastructure. The findings provided relevant evidence to support improvements in municipal public management, guiding actions aimed at enhancing service quality and strengthening the relationship between tax administration and citizens, in addition to contributing to future academic studies in the context of municipal public administration. Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação 2025-12-15T00:00:00Z https://tede.unioeste.br/handle/tede/8303 Title: Acompanhamento de egressos do ensino superior: proposta de política e ações para implementação em uma universidade federal Autor: Rojas, Christianne Valeria Haag Primeiro orientador: Mauricio, Claudio Roberto Marquetto Abstract: The monitoring of higher education graduates is a strategic instrument for institutional evaluation and continuous improvement of academic quality. This research aimed to propose a policy and a set of actions for the implementation of graduate monitoring at the Federal University of Latin American Integration (UNILA), based on current legal regulations and best practices adopted by other Brazilian federal universities. The study, of an applied nature, with a qualitative, exploratory and descriptive approach, involved the analysis of the legal framework and the institutional practices of federal universities in the implementation of policies and systems for monitoring graduates. The methodology included a document review, a Systematic Literature Review (SLR), mapping of institutional websites, and consultation with the ombudsman offices of federal universities, with content analysis of institutional responses and statistical and descriptive treatment of data collected through an applied questionnaire. The results highlight the absence of consolidated national guidelines, low standardization of procedures, technological limitations, fragility of institutional structures, and reduced engagement of alumni, revealing a scenario marked by isolated initiatives, policies under development, and diverse practices among institutions. Based on experiences considered successful, a draft institutional policy was proposed, composed of principles, guidelines, the creation of a committee, an integrated alumni portal, and management and monitoring mechanisms. This research, in addition to providing relevant information, contributes to strengthening university management, producing performance indicators, and modernizing evaluation processes, reinforcing the need for coordinated efforts to consolidate effective policies and systems for monitoring alumni within Brazilian federal universities. Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação 2025-12-19T00:00:00Z https://tede.unioeste.br/handle/tede/8299 Title: Aplicação da teoria das restrições para otimização dos serviços de manutenção predial em uma universidade federal Autor: Aquino, Joásio de Primeiro orientador: Cescon, José Antonio Abstract: Optimizing building maintenance services is a critical challenge faced by many institutions, and the application of the Theory of Constraints (TOC) offers a promising approach to solving these issues. This work aims to use the Theory of Constraints method to identify and mitigate bottlenecks in the building maintenance sector of a federal university, generating an increase in the efficiency and effectiveness of the services provided. The research seeks to answer how the Theory of Constraints can be applied to improve these services, analyzing its practical implementation and verifying its effects on building maintenance processes. Expected results include a significant improvement in resource allocation, reduced downtime and an increase in the responsiveness of the maintenance team. This study contributes to the literature on the applicability of TOC in educational environments, demonstrating its potential to transform maintenance management in universities Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação 2025-12-10T00:00:00Z