Pesquisa ação sobre treinamento e desenvolvimento de pessoas com aplicação em uma cafeteria de Curitiba-PR

Abstract

This study investigates the importance of training and development (T&D) as a strategic tool for companies in the specialty coffee sector, applying action research in a coffee shop in Curitiba, Brazil. The justification for this study is based on the need to improve human processes in small and medium-sized businesses, aiming for competitive differentiation, sustainable competitive advantages, and an enhanced customer experience. The general objective is to develop a training and development plan for the coffee shop’s service sector, analyzing its organizational structure and the specific needs of its employees. The study combines a qualitative approach with action research, using semi-structured interviews with directors, managers, and attendants, as well as participant observation and document analysis. The results highlight the absence of a formalized HR department, the need to standardize service processes, and the importance of continuous training to improve service quality and customer experience. The implementation of the T&D plan showed positive impacts on employee training, enhancing customer value perception and increasing operational efficiency. It is concluded that investing in T&D not only strengthens the coffee shop’s market positioning but also creates a more structured organizational environment, better prepared for sustainable growth.