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Novas tecnologias aplicadas à formação: um estudo de caso
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Advisor(s)
Abstract(s)
Os desafios colocados aos Recursos Humanos são cada vez maiores. A par da crescente
evolução tecnológica e das suas consequências na organização do trabalho, no conteúdo dos
empregos e no aumento das qualificações dos trabalhadores, é reconhecida a necessidade dos
empregadores investirem em mão-de-obra qualificada, para permitir uma maior qualidade e
desempenho dos seus recursos humanos. Assim, urge implementar programas de ação
destinados a promover a formação profissional contínua, dinamizando a conceção da formação e
a modernização na gestão, nas metodologias e nos equipamentos necessários à formação
profissional contínua, que respondam à evolução das necessidades de formação. Neste sentido, o
presente estudo centrou-se numa abordagem das novas tecnologias aplicadas à formação em
contexto organizacional. O objeto de estudo foi a AMA – Agência para a Modernização
Administrativa, que gere entre outros, as Lojas do Cidadão e Lojas de Empresa, serviços
descentralizados geograficamente ao longo do País.
Como objetivos pretendeu-se analisar a importância e a eficácia da formação b-learning enquanto
instrumento de desenvolvimento dos trabalhadores nas Lojas do Cidadão, no contexto de uma
organização com serviços descentralizados, e perceber de que forma as novas tecnologias de
informação e comunicação podem ser uma ferramenta preponderante na formação contínua dos
trabalhadores.
Utilizou-se a metodologia qualitativa como suporte ao processo de investigação, com um carácter
exploratório. Para tal, recorreu-se à metodologia do estudo de caso, a qual pretendeu verificar o
impacto registado na organização e nos indivíduos, dos processos de formação e das
aprendizagens realizadas. Para recolha de informação utilizou-se a técnica de entrevista
semiestruturada (ao responsável da formação, formador/tutor e formandos das ações), a análise
documental e análise de conteúdo de diferentes tipos de documentação produzida pela
organização no decorrer das ações.
A análise dos dados permitiu averiguar o impacto positivo no processo de aprendizagem e de
melhoria do desempenho daqueles que integraram os grupos de formação da ação piloto
realizada em 2008. A implementação da metodologia de formação b-learning, permitiu à
organização fundamentar a criação de um departamento de formação (2010) para responder
eficazmente às necessidades da mesma, com a introdução de novos cursos, considerando a
missão a organização, os seus valores e os padrões de desempenho exigidos aos trabalhadores
que prestam atendimento ao público na Agência para a Modernização Administrativa em geral, e
nas Lojas do Cidadão e Lojas de Empresa, no período de 2008 a 2012.
The challenges posed by Human Resources are constantly increasing. As we are watching a technologic evolution and its consequences in work organization, in job contents and raise of workers qualifications, it’s recognized the necessity of employers to invest in qualified manpower, to allow for a greater quality and greater performance of his human resources. Therefore, it is necessary to implement programs of action designed to promote professional continuing education, by streamlining the course designing and the management modernization, in the methodologies and in the equipment needed to the professional continuing education, that meet the education progress needs. Thus, the present study focused on the technology applied to education in an organizational context. The object of study was “AMA – Agency for the Administrative Modernization”, which manages, among others, “One stop shop” and “Company shop”, services that are geographically decentralized among the country. The purpose of the study was to analyze the importance and the efficacy of the b-learning education as an instrument to One stop shop’s workers development, in the context of an organization with decentralized services, and understand how new information and communication technologies can act as a preponderant tool in employees’ continuing education. A qualitative methodology was used as support of the investigation process, with an exploratory character. A case study methodology was used, which aimed to analyze the impact that the learning process and achieved learning had in the organization as in the individuals. Data was collected by semi-structured interview (with the responsible of the training, the trainer and the trainees), followed by a document analysis and content analysis of different types of documentation produced by the organization during the course. The data analysis showed a positive impact in the learning process and in improving performance of those who integrated the pilot course conducted in 2008. The b-learning methodology allowed the organization to create an education department (2010) to meet its needs, with the implementation of new courses, considering the organization’s mission, its values and performance standards required to the employees that do public attendance in the Agency for the Administrative Modernization in general, and in “One stop shops” and “Company shops”, among others, between 2008 and 2012.
The challenges posed by Human Resources are constantly increasing. As we are watching a technologic evolution and its consequences in work organization, in job contents and raise of workers qualifications, it’s recognized the necessity of employers to invest in qualified manpower, to allow for a greater quality and greater performance of his human resources. Therefore, it is necessary to implement programs of action designed to promote professional continuing education, by streamlining the course designing and the management modernization, in the methodologies and in the equipment needed to the professional continuing education, that meet the education progress needs. Thus, the present study focused on the technology applied to education in an organizational context. The object of study was “AMA – Agency for the Administrative Modernization”, which manages, among others, “One stop shop” and “Company shop”, services that are geographically decentralized among the country. The purpose of the study was to analyze the importance and the efficacy of the b-learning education as an instrument to One stop shop’s workers development, in the context of an organization with decentralized services, and understand how new information and communication technologies can act as a preponderant tool in employees’ continuing education. A qualitative methodology was used as support of the investigation process, with an exploratory character. A case study methodology was used, which aimed to analyze the impact that the learning process and achieved learning had in the organization as in the individuals. Data was collected by semi-structured interview (with the responsible of the training, the trainer and the trainees), followed by a document analysis and content analysis of different types of documentation produced by the organization during the course. The data analysis showed a positive impact in the learning process and in improving performance of those who integrated the pilot course conducted in 2008. The b-learning methodology allowed the organization to create an education department (2010) to meet its needs, with the implementation of new courses, considering the organization’s mission, its values and performance standards required to the employees that do public attendance in the Agency for the Administrative Modernization in general, and in “One stop shops” and “Company shops”, among others, between 2008 and 2012.
Description
Dissertação de Mestrado em Gestão Estratégica de Recursos Humanos
Keywords
E-learning B-learning Tecnologias de informação e comunicação Formação profissional Information and communication technologies Professional training
Pedagogical Context
Citation
Publisher
Escola Superior de Ciências Empresariais