Gestão e processos de produção: o caso da Conservatória do Registo da Propriedade Automóvel de Maputo

Abstract

With this investigation we aim to find, at the level of the Organizational structure and work environment, causes of the weak capacity and quality of the services provided. This investigation was carried out at a time when the organization was undergoing significant reforms. These reforms had not been foreseen since, when the problem was identified and formulated, possible changes were not foreseen in the near future. In spite of everything, the work continued because the core of our research did not change, that is, the sequence of processing of the processes is the same. We approach the work taking as hypotheses the idea that, the inability of qualitative response is linked to the inadequacy of the current section design (its layout) and the requirements of the environment and that, due to the poor performance in the sections, it is also dependent on the low salary stimulus, among others which can result in clientelism and / or corruption, The methodology used was direct observation and semi-directive interview with 14 workers, corresponding to 82% of the workforce. After the study we concluded that despite the lack of “formal” stimuli, through others, workers give their best, but the knowledge factor of the work process, by itself, does not guarantee the efficient and effective provision of services given the set of internal and external conditioning factors to the organization.