Gestão de pessoas por meio da padronização dos processos internos e avaliação pela metodologia Balanced Scorecard em uma empresa de transporte coletivo

Abstract

This research presents an approach about people management through the growth and development of professionals, which could be done effectively when professionals know clearly their role in Organizations. Understanding about clarity of the professional's attributions through the implementation of the career plan, through the formalization of the processes, this has been described in the procedures and evidence reports at Quality Management in line with ABNT NBR ISO 9001:2015, and also the strategies of organizations. The operational results of the Organizations could be achieved through clearing and sharing strategies with Professionals, Suppliers, Clients and Society. Organizations in the pursuit of sustainable growth in the operating environment should describe as a strategic objective the development of the professionals that compose them. In this context, the present paper aims to present that the formalization of the processes, the career plan and performance evaluation by competence, measured by the Balanced Scorecard-BSC methodology, make possible to manage the results of the Organizations and the participation of the results with the Employees - PLR, focusing on results through professionals committed to the Organization. With the tools of human resources management, quality management required by ABNT NBR ISO 9001:2015 and measured by the Balanced Scorecard-BSC, all of them interconnected, we have achieved an annual growth of 11% in the operating result.