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Como eliminar filas de espera no serviço da nacionalidade na organização IRN?
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| 2.29 MB | Adobe PDF |
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Abstract(s)
No decorrer do Mestrado em Gestão de Marketing, o meu desejo desde o início sempre foi realizar um estágio profissional, com o intuito de perceber na prática como funciona o marketing no interior de uma organização. Vinda de Gestão e ter a oportunidade de juntar os conteúdos de gestão aos conteúdos de marketing, tornou-se excelente quando ao chegar à organização tinha de aplicar ferramentas de gestão em trabalhos de marketing.
Ao chegar à organização, foi-me proposto realizar um projeto com o objetivo de solucionar um problema já existente num dos serviços dessa organização. A ideia principal deste projeto, passa por analisar o mercado, a organização como um todo e o serviço em particular, de modo a compreender o funcionamento da organização e em que universo a mesma está inserida. Sendo a organização pública de prestação de serviços e inserida no setor da justiça, ou seja, tendo a mesma um enquadramento legal, os temas de revisão de literatura são sobretudo em relação ao Marketing de Serviços, ao desempenho do Serviço Público noutros países do mundo, aos Stakeholders deste tipo de organizações e às Tecnologias e Plataformas Online usadas em todo o mundo para a Gestão Pública.
Após a revisão de alguns temas abordados na sociedade, o próximo passo será a análise do ecossistema, com a recolha de alguns dados estatísticos, a análise de alguns fatores que influenciam a organização e a análise interna da própria organização.
Em seguida irá ser implementada a metodologia, composta por uma Observação Direta em Loja e um conjunto de Entrevistas. Esta metodologia irá trazer resultados para que de seguida se possa proceder à Análise Estratégica do Projeto e ao Enquadramento das Opções Estratégicas do Projeto, ou seja, serem desenvolvidas e detalhadas estratégias para migrar o serviço do presencial para o online e assim combater o problema principal da organização. Por fim irei proceder às minhas conclusões acerca deste estudo e deste projeto e irei dar recomendações para que a organização conduza o serviço por outro meio.
During the Master in Marketing Management, my desire from the beginning was always to carry out a professional internship, in order to understand in practice how marketing works within an organization. Coming from Management and having the opportunity to combine management content with marketing content, it became excellent when I arrived at the organization to apply management tools in marketing work. Upon arriving at the organization, I was proposed to carry out a project with the aim of solving a problem that already existed in one of the services of this Organization. The main idea of this project is to analyze the market, the Organization as a whole and the service in particular, in order to understand the organization's functioning and in what universe it is inserted. As the public organization for the provision of services and inserted in the justice sector, that is, having a legal framework, the subjects of literature review are mainly in relation to the Marketing of Services, the performance of the Public Service in other countries of the world, the Stakeholders of this type of organizations and the Online Technologies and Platforms used worldwide for Public Management. After reviewing some topics addressed in society, the next step will be the analysis of the ecosystem, with the collection of some statistical data, the analysis of some factors that influence the organization and the internal analysis of the organization itself. Then the methodology will be implemented, consisting of a Direct Observation in Store and a set of Interviews. This methodology will bring results so that we can then proceed to the Strategic Analysis of the Project and the Framework of the Strategic Options of the Project, that is, to be developed and detailed strategies to migrate the service from on-site to online and thus fight the main problem of organization. Finally, I will proceed to my conclusions about this study and this project and I will give recommendations for the organization to conduct the service by other ways.
During the Master in Marketing Management, my desire from the beginning was always to carry out a professional internship, in order to understand in practice how marketing works within an organization. Coming from Management and having the opportunity to combine management content with marketing content, it became excellent when I arrived at the organization to apply management tools in marketing work. Upon arriving at the organization, I was proposed to carry out a project with the aim of solving a problem that already existed in one of the services of this Organization. The main idea of this project is to analyze the market, the Organization as a whole and the service in particular, in order to understand the organization's functioning and in what universe it is inserted. As the public organization for the provision of services and inserted in the justice sector, that is, having a legal framework, the subjects of literature review are mainly in relation to the Marketing of Services, the performance of the Public Service in other countries of the world, the Stakeholders of this type of organizations and the Online Technologies and Platforms used worldwide for Public Management. After reviewing some topics addressed in society, the next step will be the analysis of the ecosystem, with the collection of some statistical data, the analysis of some factors that influence the organization and the internal analysis of the organization itself. Then the methodology will be implemented, consisting of a Direct Observation in Store and a set of Interviews. This methodology will bring results so that we can then proceed to the Strategic Analysis of the Project and the Framework of the Strategic Options of the Project, that is, to be developed and detailed strategies to migrate the service from on-site to online and thus fight the main problem of organization. Finally, I will proceed to my conclusions about this study and this project and I will give recommendations for the organization to conduct the service by other ways.
Description
Keywords
Serviço Público Marketing de Serviços Stakeholders Gestão Pública Tecnologias Plataformas Online