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Purpose - The changes that occurred in the market, resulting from technological advancement, made companies pay attention to innovation in their processes, products or services, as a way to stand out. To enhance innovation in companies, focusing on leadership is an effective way. In this sense, the present study aimed to develop a model in order to list the priorities related to leadership and its interface with innovation, under the top management perspective of a telecommunications company. Design/methodology/approach - For the development of the model, the Fuzzy Analytic Hierarchy Process (Fuzzy-AHP) method was used to identify such factors and the best alternatives so that the investigated company can make consistent decisions. Thus, the criteria chosen by the Manager and Director were discovered, as well as the alternatives that they cherish, contributing to the development of innovation within the company. Findings - The results showed that the perception of the two interviewees was similar, however, it is emphasized that they should better choose how to apply innovation within the company. Originality/value - This study opens the way to highlight the importance of the theme of leadership and its interface with innovation for professionals in the management area, favoring decision making, in addition to contributing to the literature, deepening the debate on the theme of leadership and innovation, which is still incipient and needs development. [ABSTRACT FROM AUTHOR]

Purpose -- Strategic planning is a management tool that allows you to establish the strategies that an organization will adopt to achieve its vision of the future and fulfill its proposed mission. In this way, it defines the objectives, means and resources needed to achieve them. Thus, this study aimed to analyze the elements of strategic planning in a group of micro and small service companies located in the central region of Rio Grande do Sul. Design/methodology/approach -- To perform the research was carried out a field research, which had data collection. This was done by applying a questionnaire to a group of 25 companies in the service segment, assisted by an extension project. Findings -- Results showed that the vast majority of these companies use some elements of strategic planning in their management practice, such as: insurance contracting, the use of outsourced labor, the existence of established operating procedures, the presence and exposure of general organization chart, employees' knowledge of the general organization chart, the presence of documented standards, the existence of a flowchart and its disclosure to employees, even if in an unstructured manner. This finding demonstrates the need for greater specialization of micro and small entrepreneurs to manage their organizations. Originality/value -- This study opens the way to highlight the importance of studying the highlighted theme, favoring decision making, in addition to contributing to the literature, deepening the debate on strategic planning in micro and small companies. [ABSTRACT FROM AUTHOR]

The objective of this research is to make a literature review of performance measurement systems in order to explain their advantages and disadvantages to highlight their differences, seeking to identify the models that were used in most organizations. It is noteworthy that, the work seeks to define the quality indicators with the intention to make possible the knowledge of the proper quality, allowing monitoring correctly for micro and small businesses. The research is characterized as an exploratory and descriptive study with a qualitative approach. It is appropriate to research the possibility of knowing a methodology, enabling small businesses, a process of decision-making based on indicators. In conclusion, organizations consider important to use performance indicators, especially the dimensions: customers and employees, innovation and finance. Finally, the results show the measurement of performance, identifying innovation strategies, considering the trends and opportunities that are intended to ensure the generation of value for the customer. [ABSTRACT FROM AUTHOR]

This work includes a study of an organization, located in northern Rio Grande do Sul. Organizations are seeking to understand the expectations of its customers, because the more approaches this idea, the greater chances of offering quality services. To achieve the proposed objectives, we seek through this research to understand the perceptions of respondents about the quality of services, using the method of the 4 P's services (Profile, Processes, Procedures, People) related to the SERVQUAL tool in a languages company. The work features a case study, also being considered a descriptive exploratory study of approaches, quantitative and qualitative. Data were collected through a questionnaire to 134 students and 9 employees. To analyze the information we used the SPSS 20 (Software Statistical Package for the Social Sciences) and Microsoft software Excel®.Com Based on the results, it was revealed that company needs to invest in human resources. For, as the perception of the customers the quality proves ideal. However, investment in this area is to contribute to a better performance of the professionals who make up the organization. As a suggestion it is recommended to carry out further research such as: organizational climate, innovation in services. [ABSTRACT FROM AUTHOR]

Based on an identified research gap, this study had a double aim: to identify which are the highest and lowest priority criteria for the CCO, EAT and ST of workers in a city hall in the Midwest of RS and to outline improvement actions for the criteria. less prioritized. Through the AHP method, 233 workers from a city hall participated in the study. The results revealed the most and least prioritized criteria, allowing improvement actions to be traced for the latter, as well as verifying the perception of the OCB, spirituality and satisfaction. Contributions are discussed and a research agenda is suggested. [ABSTRACT FROM AUTHOR]

The service sector grows day by day and this segment is developing with new technologies, allowing more security to those involved, both for those who provide the service and for those who receive the service. However, in order to satisfy a customer with the service that is offered, it is necessary to identify what must be modified in the organization, in a way that will meet the expectations of the customers. In this research we sought to understand the gaps found in the quality of service provided by english school. Being an institute of languages that has a differentiated methodology and thus, through the service that is provided, identify the expectations of the clients and their perception about the service. This research was based on the SERVQUAL scale, which is a quality measurement instrument, it is divided into five dimensions, the dimensions of tangibility, reliability, understanding, security and empathy, so that it is better compared to the clients' perception, being 51 respondents involving even the parents of the students who are less than 18 years. With the application of the questionnaire based on the SERVQUAL tool, it is possible to report which of the strongest points that students perceive and which weaknesses exist in the provision of services that should be improved. [ABSTRACT FROM AUTHOR]