Detalhes bibliográficos
| Ano de defesa: |
2024 |
| Autor(a) principal: |
Inácio, Bruno Richard
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| Orientador(a): |
Serralvo, Francisco Antonio
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| Banca de defesa: |
Não Informado pela instituição |
| Tipo de documento: |
Dissertação
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| Tipo de acesso: |
Acesso aberto |
| Idioma: |
por |
| Instituição de defesa: |
Pontifícia Universidade Católica de São Paulo
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| Programa de Pós-Graduação: |
Programa de Pós-Graduação em Administração
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| Departamento: |
Faculdade de Economia, Administração, Contábeis e Atuariais
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| País: |
Brasil
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| Palavras-chave em Português: |
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| Palavras-chave em Inglês: |
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| Área do conhecimento CNPq: |
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| Link de acesso: |
https://repositorio.pucsp.br/jspui/handle/handle/42741
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Resumo: |
The present thesis, which is part of the Strategy and Innovation research line of the Graduate Program in Administration of the Pontifical Catholic University of São Paulo, has as its theme the applicability of Design Thinking (DT) as an evaluative tool in Civil Society Organizations (CSOs) and involves a case study of the Salesian Province of São Paulo (ISSP), religious institution belonging to the Society of St. Francis de Sales (Salesians of Don Bosco). The choice of this theme is justified by the need to offer third sector organizations new horizons of research on how to better develop the evaluation of services provided by CSOs, considering the application of DT. The questions that guide the research are the following: 1) How do CSOs evaluate the services provided to their beneficiaries?; 2) How can DT be used as an administrative tool for objectification (qualitative analysis) of data evaluated by CSOs? In order to answer these questions, the general objective is to analyze the applicability of DT in the evaluation of services offered by CSOs, and the specific objectives are: (i) to describe and analyze the process of applying the principles of DT in the evaluation and creation of values of the services provided by CSOs; (ii) identify the processes and types of services offered by CSOs through a qualitative analysis of service evaluation; (iii) contribute to the understanding and confrontation of complex problems in the process of evaluating the services provided by CSOs. Methodologically, the qualitative approach applied to a case study is adopted. To obtain the data, a semi-structured interview was conducted with five managers of CSOs belonging to the ISSP, in order to proceed with exploratory and descriptive analysis (data analysis) on the way in which the services are evaluated by these Organizations. Subsequently, the data were transferred to the Maxqda software, to categorize and divide them into groups of similar elements, and later to develop a thematic map. To verify the applicability of DT as a service evaluation, one of the five CSOs was selected. The results reveal that the DT is an adequate administrative tool for the qualitative evaluation of the services provided by these organizations |
