Gaps de competências profissionais em contexto de uniformização tecnológica na telefonia fixa

Abstract

This research aims to identify gaps in the skills of technicians who maintain the process of standardization in a technology company that provides services in fixed telephony. Demonstrating theoretically the concepts of skills, organizational competence, performance evaluation, assessment and mapping of skills, training and learning. This is an exploratory research and descriptive, and applied case study, drawing up the implementation of two semistructured questionnaires, with the managers and technicians of a company that provides services in fixed telephony with subsidiaries in: Missouri, Bethlehem, Recife, Fortaleza, Salvador and Rio de Janeiro, with the matrix in Belo Horizonte. The research involved a number of managers fifteen and forty-one technical. Information was treated quantitatively and qualitatively. The research found that there is a considerable number of technicians who are below the ideal profile proposed, both in knowledge and in skills and attitudes and that the company needs to address these gaps with shares of training and development.