Percepção dos gestores, coordenadores e colaboradores da UNIMED Pato Branco sobre a implantação dos sistemas de indicadores de desempenho

Abstract

The present work presents the perception of Unimed Pato Branco managers and collaborators on the implementation of a system of performance indicators that allows monitoring how the indicators were implemented and the comparison between the strategic, tactical and operational levels. The methodology to evaluate the perception and development of the indicators starts with the analysis of the profiles between the different hierarchical levels (strategic, tactical and operational) to make the comparison between them. In the second stage, questions were elaborated to analyze the perception of how the indicators were implemented and how they work, comparing the responses of the three levels (strategic, tactical and operational), together with the literature. The first analyzes are performed through graph, and the second analysis and through scale and graphs, with analysis between levels. It was possible to identify that there is a divergence between the perceptions among the levels interviewed, in which it was verified that the strategic and tactical level, have a good perception and acceptance on the form that implanted the indicators, since the operational level had great difficulty of acceptance and difficulty Of how it was presented.