The Executive Secretary as a Manager of Organizational Changes in the Automobile Sector

Abstract

The research reflects over the Executive Secretariat professional’s performance as a manager of organizational changes from the preparation of improvement proposals based on standardizing processes in a technical support of an automotive dealership from Sergipe. In order to achieve the results in this study, analisys, interpretations and confrontations of the data obtained at every stage of the research were performed, according to the following: observation, documental survey, interviews and questionnaire. In the first stage of the investigation, and by means of direct observation sustained by an observational script, the researchers identified an absence of standards, which resulted in an oscillation in customer satisfaction and in the stagnation of the local work. So, in the second stage, now by means of an action research, lack of standardizing was identified as the main cause of organizational problems, at least in the investigated sector. Added to that, there are also the absence of a regular human resources management and a low performance management.

Keywords

• Processos. Padronização. Gerenciamento da rotina de trabalho. Gestão de pessoas. Prestação de serviço. Setor automobilístico.