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GRAZIELA ROSSI GOMES Revisão Final PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO GRANDE DO SUL FACULDADE DE ADMINISTRAÇÃO, CONTABILIDADE E ECONOMIA MESTRADO EM ADMINISTRAÇÃO E NEGÓCIOS GRAZIELA ROSSI GOMES AS RELAÇÕES ENTRE ESTRATÉGIAS E COMPETÊNCIAS ORGANIZACIONAIS NA CONSTRUÇÃO DA TRAJETÓRIA DA FEDEX Porto Alegre 2013 GRAZIELA ROSSI GOMES AS RELAÇÕES ENTRE ESTRATÉGIAS E COMPETÊNCIAS ORGANIZACIONAIS NA CONSTRUÇÃO DA TRAJETÓRIA DA FEDEX Dissertação apresentada como requisito parcial para a obtenção do grau de Mestre pelo Programa de Pós-Graduação em Administração, da Faculdade de Administração, Contabilidade e Economia, da Pontifícia Universidade Católica do Rio Grande do Sul. Orientadora: Profª. Drª. Grace Vieira Becker Porto Alegre 2013 Dados Internacionais de Catalogação na Publicação (CIP) G633r Gomes, Graziela Rossi As relações entre estratégias e competências organizacionais na construção da trajetória da FedEx / Graziela Rossi Gomes. – Porto Alegre, 2013. 184 f. : il. Diss. (Mestrado em Administração) – FACE, PUCRS. Orientadora: Profª. Drª. Grace Vieira Becker. 1. Administração de Empresas. 2. Competência (Administração). 3. Administração – Estratégias. 4. Logística (Administração). I. Becker, Grace Vieira. II. Título. CDD 658.4 Ficha Catalográfica elaborada por Vanessa Pinent CRB 10/1297 “A viagem da descoberta consiste não em achar novas paisagens, mas em ver com novos olhos.” Marcel Proust AGRADECIMENTOS Tal qual a trajetória da FedEx, minha jornada neste processo não teria sido possível sem o apoio emocional, profissional e financeiro de diversas pessoas. Assim, dedico esta pesquisa às pessoas mais importantes na minha vida, meu marido e meu filho. Ao meu marido, pelo apoio incondicional, pelo ombro amigo, pelos conselhos e incentivos constantes, mesmo nos momentos mais difíceis. Ao meu filho, que mesmo sem compreender meus momentos de ausência, foi sempre meu grande motivador. A meus pais, por entenderem que o bem mais precioso que poderiam me dar é o estudo. Hoje sou uma pessoa e profissional realizada em função do amor e da educação proporcionada por vocês. Às minhas irmãs, pelo apoio e suporte constantes. À minha família, especialmente aos meus avós queridos e tias, que mesmo sem entenderem tamanha dedicação e tempo que este processo demandou, sempre me incentivaram a não desistir. A meu amigo, incentivador e apoiador Marcos Saito, por ter acreditado em mim e por ter aberto meus caminhos na FedEx. A todos os colegas e executivos da FedEx que contribuíram de forma direta ou indireta na concretização desta pesquisa. Sinto-me privilegiada por ter tido a oportunidade de pesquisar e entender o universo desta empresa tão especial. Aos clientes da FedEx que contribuíram com a realização desta pesquisa. À minha querida orientadora Dra. Grace Becker, por ter me desafiado a superar minhas limitações, a olhar a realidade com um olhar mais crítico, a dar um passo a mais e por ter sempre me apoiado com entusiasmo. Muito obrigada! Aos professores Dr. Peter Hansen e Dra. Maira, pelas contribuições importantes e valiosas durante minha banca de projeto. Ao professor Dr. Roberto Ruas, por ter proporcionado reflexões e aprendizados importantes sobre a temática das competências organizacionais. Aos meus colegas que participaram e vivenciaram este processo, tornando-o mais interessante, alegre e feliz. RESUMO A busca por uma vantagem competitiva que seja capaz de se sustentar, mesmo nos momentos econômicos desfavoráveis, tem sido objeto incessante de estudos na academia, mais precisamente na campo da Administração. O conceito das competências organizacionais, derivado da Visão Baseada em Recursos, propõe que a configuração única dos elementos que constituem estas competências seja o fator diferenciador para que as empresas alcancem uma posição competitiva ao longo dos anos. As escolhas estratégicas, por sua vez, baseiam-se nos objetivos que uma empresa detém, direcionando assim suas principais ações e políticas. Desta forma, entender as relações entre as estratégias e as competências organizacionais faz-se pertinente, pois espera-se que um alinhamento entre elas possa garantir resultados superiores. Para que estas relações possam ser compreendidas, faz-se necessário entender a trajetória da organização sob o enfoque das estratégias, das competências organizacionais e seus elementos constitutivos. A unidade de pesquisa é empresa americana FedEx, líder mundial no segmento de serviços logísticos, sendo desenvolvido assim, um estudo de caso único qualitativo com uma orientação descritiva-exploratória por meio de uma análise histórico-longitudinal. Os resultados obtidos confirmam que as competências organizacionais apresentam relação com as estratégias, em maior ou menor grau, pois são os elementos constitutivos das competências que servem como base para a definição das ações estratégicas. Quando as competências organizacionais estão fortemente alinhadas com as estratégias, pode-se dizer que constituem o “DNA da organização”, perpetuando-se e consolidando-se ao longo do tempo. A identificação destas relações pode contribuir para que as ações estratégicas futuras da empresa sejam configuradas e planejadas de modo a garantir uma competitividade diferenciada. Palavras-chave: análise histórico-longitudinal, estratégias, competências organizacionais, serviços logísticos. ABSTRACT The quest for a competitive advantage that would be able to endure, even in the most unfavorable economical cycles, has been a recurring objective of academic research, namely in the Business Administration field. The concept of Organizational Competences, derived from the Resourced Based View, proposes that an unique configuration of the elements, which constitute these competences, may be the distinct factor that may allow companies to maintain a competitive position throughout the years. On the other hand, the strategic decisions are based on the objectives an organization may pursue, directing, therefore, its main actions and policies. So, the understanding of the relationships between the strategies and the Organizational Competences is doubtless relevant as it is expected that superior results can be obtained when they are aligned and synergic. In order to fully comprehend these relationships, it is necessary to understand the history of the organization with the strategies and organizational competences, and all which constitute them. The research was conducted on the American company FedEx, world leader in logistics services, through a qualitative case study with a descriptive-exploratory approach. The results obtained confirm that organizational competences have, in different levels of engagement, direct relationship with the strategies, as the elements that constitute the competences are the basis for strategic actions. When organizational competences are strongly aligned with the strategies, it is possible to say that they become the "organizational DNA", consolidating and perpetuating themselves through time. Identifying these relationships may contribute so that future strategic actions of the organization could be configured and planned in order to guarantee a perennial distinct and unique competitive advantage. Keywords: historical analysis, strategies, organizational competences, logistics services. LISTA DE FIGURAS Figura 1: Os fundamentos da teoria dos recursos ..................................................................... 28 Figura 2: Classificação de Competências Organizacionais ...................................................... 32 Figura 3: Hierarquia das Competências, Capacidades e Estratégias ........................................ 34 Figura 4: Modelo de Competência Essencial ........................................................................... 35 Figura 5: Fluxograma de identificação da Competência Organizacional ................................. 39 Figura 6: Modelo Proposto de Identificação das Competências Organizacionais e Essenciais ...................................................................................................................................................43 Figura 7: Framework da Formação e Desenvolvimento das Competências ............................ 44 Figura 8: Os Níveis de Desenvolvimento das Competências ................................................... 45 Figura 9: Desenvolvimento e Efeitos das Competências Essenciais ........................................ 46 Figura 10: Ciclo Virtuoso na Formação e Desenvolvimento das Competências ..................... 47 Figura 11: Framework de Desenvolvimento de Competências Organizacionais ..................... 47 Figura 12: Formação, desenvolvimento e renovação das competências em três estágios ....... 48 Figura 13: Necessidades de Mudanças das Competências ....................................................... 49 Figura 14: Processo de Formação e Desenvolvimento das Competências Organizacionais .... 50 Figura 15: Um framework prático para análise estratégica baseada em recursos .................... 52 Figura 16: A criação de valor ................................................................................................... 52 Figura 17: Modelo da Firma como um Sistema Aberto ........................................................... 53 Figura 18: Estratégia e competências essenciais ...................................................................... 55 Figura 19: Os Componentes Gerenciais Fundamentais na Gestão da Cadeia de Suprimentos 64 Figura 20: Estrutura corporativa da FedEx Corporation .......................................................... 73 Figura 21: Desenho
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