Motivação e aprendizagem: a busca da excelência nos processos produtivos em organizações terceirizadas de telecomunicações

Abstract

This master dissertation focuses on employees’ motivations and learning in outsourced telecommunications companies that work for NET in João Pessoa, Paraíba, Brazil, in order to perform with excellence, the tasks of telecommunications equipment installations, which are relevant to them. Companies in globalized world (and even current organizational literature guidelines) consider that any organization needs to have people motivated and empowered to competently perform their functions. Considering these demands and needs, which affect not only the quality of company’s production but also jeopardize the employee's own permanence in work, the research sought to know what conditions or circumstances capable of motivating the employee to perform what is requested and expected in their work routine. This, in order to offer NET and outsourced companies more solid answers and grants related to organizational strategies of human resources. Theoretical approaches considered the ideas of authors who worked on approaches about learning / training and motivation, with emphasis on learning and motivation for work. The research with exploratory and descriptive characteristics was based on organized statistical data and analyzed through graphs and tables. Questionnaires with open and closed questions were used to collect empirical data involving only those who work as cable TV installers. The data indicated that, in the specific case of this public of installation workers, because it is a service considered by the latter as routine and mechanical, schooling, although important, does not have a great influence on the performance and that the learning acquired through experience is more important; That the major motivational factors for learning and working properly are financial factors and managers and clients recognition.