Análise descritiva da ferramenta Balanced Scorecard em agências do Banco do Brasil na cidade de Campina Grande-PB.

Abstract

The Balanced Scorecard ( BSC ) is a strategic management model of governance that acts as driving force of an organization , and is the planning and implementation of this model that makes the right decisions to act against the expected results with the organizational goals . The Bank of Brazil uses the BSC through systems Work Agreement , Performance Management for Professional Competence and Synergy , which analyze both the expectations and performance of employees as the challenges posed by targets . Thus, the aim of this study is to examine points of improvement in these systems based on the BSC model in the Bank of Brazil , and identify alternatives for improvement to better achieve the objectives of the organization through this tool . Therefore , it was used as a method of approach to qualitative and quantitative research , as in relation to the procedures used as the foundation literature , documentary research and field . The techniques used for data collection were two : the first regarding the quantitative part , through a questionnaire with 12 closed questions was used to obtain the frequency of the results and the second in relation to the qualitative part , which includes both the open question in the questionnaire as direct observation , because the researcher being a collaborator Organization study , regarding this technique was elaborated one observation using content analysis to obtain the results . Finally , we conclude that the greatest difficulties for effective BSC model of the Bank of Brazil were related to the prospects of the employee , or by disharmony between working conditions and bureaucratic requirements and goals . In this regard , among other matters , changes were suggested for relaxation and complacency among the strategic objectives of the organization and working hours of employees .