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Captulo 7

>=CA>;44E0;80UT>

,8I8 HL< GFJJ8DFJ J89<I J< <JK8DFJ FL E[F 8K@E>@E;F EFJJFJ F9A<K@MFJ GI<

:@J8DFJ ;< LD J@JK<D8 ;< :FEKIFC< <=@:8Q /<D :FEKIFC< <JK8DFJ KI898C?8E;F fXJ
:<>8Jg FLJ<A8 J<DJ89<I:FDF<JKYFEFJJF;<J<DG<E?F
<8:FI;F:FD.F99@EJ<FLCK<I  F:FEKIFC<GF;<J<I;<=@E@;F:FDF

O processo de monitorar as atividades de forma a assegurar que elas


estejam sendo realizadas conforme o planejado e corrigir quaisquer
desvios significativos.

&Y )8O@D@E@8EF 8:I<;@K8 HL< F GIF:<JJF ;< :FEKIFC< :FEJ@JK< <D =8Q<I 8
:FDG8I8\[F < KFD8I 8 ;<:@J[F ;< :FE=@ID8I FL DF;@=@:8I FJ F9A<K@MFJ < FJ I<

:LIJFJ<DGI<>8;FJ<DJL8I<8C@Q8\[F
,FIK8EKF um sistema de controle busca garantir que os objetivos esto
sendo alcanados !C< ] @DGFIK8EK< GFIHL< 8K] FJ D<C?FI<J GC8EFJ GF;<D ;8I <I

I8;F E[F]D<JDF
<JJ8 =FID8 GI<:@J8DFJ J89<I FJ DFK@MFJ ;FJ 8:<IKFJ < ;FJ <IIFJ ;<:FI

I<EK<J ;FJ EFJJFJ GC8EFJ JJ@D 8GI<E;<DFJ :FD EFJJFJ <IIFJ < 8:<IKFJ :FII@>@

DFJFJGIF9C<D8J<8LD<EK8DFJ8:?8E:<;<JL:<JJFEF=LKLIF
%D8>@E< HL< MF:^ ] LD ><I<EK< ;< M<E;8J <D LD8 CFA8 ;< <C<KIF;FD]JK@:FJ
/L8 D<K8 ;< M<E;8J G8I8 F D^J ;< A8E<@IF <I8 ;< . D@C )8J 8E8C@J8E;F 8J
M<E;8J ;8 GI@D<@I8 HL@EQ<E8 MF:^ :FEJK8KFL HL< 8J M<E;8J JFD8I8D 8G<E8J
. D@C
249/634

C]D ;<JJ< ;8;F F J@JK<D8 ><I<E:@8C ;8 CFA8 C?< =FIE<:<L FJ ;8;FJ ;<K8C?8

;FJ ;< M<E;8 GFI M<E;<;FI < GFI K@GF ;< GIF;LKF FD <JJ<J ;8;FJ MF:^ GF;<IY
8E8C@J8I <D HL< YI<8 ;8 CFA8 8J M<E;8J E[F 8:FDG8E?8I8D F GI<M@JKF J< 8C>LD
M<E;<;FI <D G8IK@:LC8I E[F 8K@E>@L JL8J D<K8J J< 8C>LD ;@8 ;8 J<D8E8 =F@ G8IK@:

LC8ID<EK<IL@D<K:
+ J@JK<D8 ;< :FEKIFC< C?< =FIE<:< 8JJ@D LD DF;F ;< DFE@KFI8I FJ <=<@KFJ
;8J;<:@Jb<J<8\b<JKFD8;8J<:FDG8I8I:FDFHL<=F@GC8E<A8;F8EK<I@FID<EK<
<JJ8 D8E<@I8 JL8 :FE:CLJ[F GF;< 8K] J<I ;< HL< F GC8E<A8D<EKF =F@ D8C

=<@KF<;<HL<8D<K8<I88D9@:@FJ8;<D8@J
1D 9FD J@JK<D8 ;< :FEKIFC< C?< GIFGFI:@FE8IY <EK<E;<I :FDF JL8 <DGI<J8
<JKY =LE:@FE8E;F G8I8 HL< MF:^ GFJJ8 KFD8I 8J ;<:@Jb<J E<:<JJYI@8J ;< DF;F 8 8K

@E>@IJ<LJF9A<K@MFJ
+GIF:<JJF;<:FEKIFC<]=FID8;FGFIHL8KIF<K8G8J
Estabelecimento dos padres d ;<=@E@\[F ;FJ F9A<K@MFJ ;8 8K@M@;8;< FL
J<A8 F ;<J<DG<E?F <JG<I8;F /<D ;<=@E@I HL8@J J[F 8J <OG<:K8K@M8J ;8
<DGI<J8G8I8;<K<ID@E8;88K@M@;8;<J<I@8@DGFJJ_M<C:FEKIFCY
C8
Monitoramento do desempenho d 8:FDG8E?8D<EKF ;FJ I<JLCK8;FJ ;<

:FII<EK<J ;8J 8K@M@;8;<J 8J@:8D<EK< ] LD KI898C?F ;< :FC<K8 ;< @E

=FID8\b<J *<JJ8 =8J< @I<DFJ ;<K<ID@E8I F HL< J<IY D<;@;F :FDF


@I<DFJ D<;@I =FEK<J ;< @E=FID8\[F < HL8E;F @I<DFJ D<;@I < :FD
HL<=I<HL^E:@8 
Comparao do resultado com o padro d 8EYC@J< ;FJ I<JLCK8;FJ I<8@J
<D :FDG8I8\[F :FD F F9A<K@MF GI<M@8D<EK< <JK89<C<:@;F -L8J< KF;8J
8J 8K@M@;8;<J E8KLI8CD<EK< K<I[F 8C>LD K@GF ;< ;<JM@F J<A8D ;<JM@FJ
GFJ@K@MFJ FL E<>8K@MFJ !EKI<K8EKF LD8 8M8C@8\[F ;FJ DFK@MFJ HL<
C<M8I8D8F;<JM@FK8D9]D]@DGFIK8EK<
Medidas corretivas d E<JJ< DFD<EKF ;<M<DFJ KFD8I 8J ;<:@Jb<J HL<
C<M<D 8 FI>8E@Q8\[F 8 8K@E>@I FJ I<JLCK8;FJ ;<J<A8;FJ J< <JK<J E[F
K@M<I<D J@;F 8C:8E\8;FJ <JJ8 =FID8 GF;<D 8:FEK<:<I KI^J :F@J8J
E[F DL;8I E8;8 9LJ:8I :FII@>@I F ;<J<DG<E?F FL 8CK<I8I FJ G8;Ib<J
;<;<J<DG<E?FJ<K@M<I<DJ@;FD8C;<=@E@;FJ
250/634

Figura 7.1 Fases do processo de controle

28DFJM<I8>FI8LD8HL<JK[F;<LD:FE:LIJFI<:<EK<JF9I<<JJ<K<D8

  *(* & ] =0;8BC0 03<



 % ?A>24BB> 03<8=8BCA0C8E> ?>BBD8 @D0CA> 5D=U[4B 1RB820B
d ?;0=490<4=C> >A60=8I0UT> 38A4UT> 4 2>=CA>;4  5D=UT> 34 2>=CA>;4 V D< ?A>24BB>
2X2;82>2><?>BC>34@D0CA>50B4B
a) anlise dos resultados; definio de metas; aes de reforo para aplicao de boas prtic-
as e acompanhamento;
b) definio de objetivos; acompanhamento da execuo; avaliao e aes de melhoria;
c) acompanhamento da execuo; identificao de inconformidades; definio de novos pro-
cessos e implantao;
d) monitorao dos processos definidos; identificao de inconsistncias; implantao e
avaliao;
e) estabelecimento de padres de desempenho; monitorao do desempenho; comparao
do desempenho com o padro e ao corretiva.

FDF M@DFJ 8 =LE\[F :FEKIFC< <EMFCM< HL8KIF =8J<J 8 ;<=@E@\[F ;FJ G8;Ib<J
;< ;<J<DG<E?F F DFE@KFI8D<EKF ;FJ I<JLCK8;FJ 8 :FDG8I8\[F ;<JJ<J I<JLCK8;FJ
:FD F G8;I[F < 8J 8\b<J :FII<K@M8J JJ@D J<E;F F EFJJF >898I@KF ] 8 8CK<IE8K@M8
!
251/634

  #><4=C>3>>=CA>;4
FEK@EL8E;F F =F:F ;F :FEKIFC< GF;< J<I =<@KF 8EK<J ;8 8K@M@;8;< ;LI8EK< <
;<GF@J HL< <C8 F:FII<L <JJ8 =FID8 <O@JK<D KI^J K@GFJ ;< :FEKIFC< HL8EKF 8F
K<DGF FL timing preventivo GI]M@F FL exante simultneo < posterior FL ex-
post
%D8>@E< HL< MF:^ ] F ><I<EK< ;< LD ?FK<C -L8E;F MF:^ <EKI<M@JK8 LD :8E

;@;8KF 8 LD :8I>F E8 <DGI<J8 FL 8E8C@J8 J< FJ GIF;LKFJ 8C@D<EK_:@FJ HL< F


=FIE<:<;FI <JKY <EKI<>8E;F <JK[F <D 9F8 HL8C@;8;< <JKY =8Q<E;F LD :FEKIFC<
GI<M<EK@MF
,FI FLKIF C8;F HL8E;F MF:^ <JKY JLG<IM@J@FE8E;F F KI898C?F ;8J :8D8I<@I8J
HL<<JK[F8IILD8E;FFJHL8IKFJ <JKY=8Q<E;FLD:FEKIFC<J@DLCKZE<F
&Y HL8E;F 8E8C@J8 F EcD<IF ;< ?`JG<;<J ;F D^J G8JJ8;F FL G<;< 8 FG@E@[F
;< LD ?`JG<;< HL< J< ?FJG<;FL <D J<L ?FK<C LD8 :?8D8;8 K<C<=aE@:8 G`J

M<E;8 <JKY=8Q<E;FLD:FEKIFC<GFJK<I@FI
<JJ8 D8E<@I8 F controle preventivo 9LJ:8 @;<EK@=@:8I < GI<M<E@I GIF9C<D8J
8EK<J ;< <C<J <=<K@M8D<EK< F:FII<I<D  U 8JJ@D LD DF;F ;< :FEKIFC< proativo
GF@J9LJ:8 evitar HL<FJGIF9C<D8J8:FEK<\8D
+ =F:F ;<JJ< :FEKIFC< ] 8M8C@8I J< FJ I<:LIJFJ ?LD8EFJ D8K<I@8@J <K:  HL<
J[F LK@C@Q8;FJ E8 FI>8E@Q8\[F <JK[F <D 9FD <JK8;F < GIFEKFJ G8I8 J<I<D LK@C@Q8

;FJ G<C8 <DGI<J8 0F;FJ E`J =8Q<DFJ <JJ< K@GF ;< :FEKIFC< <D EFJJF ;@8 8 ;@8 /<
MF:^ M8@ :8C@9I8I F GE<L ;< J<L :8IIF 8EK<J ;< LD8 M@8><D <JKY =8Q<E;F LD :FE

KIFC<GI]M@F E[F]D<JDF
+ controle simultneo ] F DFE@KFI8D<EKF ;8J 8K@M@;8;<J 9LJ:8E;F >8I8EK@I
HL< <JK<A8D J<E;F <O<:LK8;8J ;< 8:FI;F :FD F GC8E<A8;F @=<I<EK<D<EK< ;F
:FEKIFC<GI<M<EK@MF ]LD8 forma de controle reativo.
 JLG<IM@J[F ;F KI898C?F ;< LD8 G<JJF8 ] LD <O<DGCF ;<JJ< K@GF ;< :FE

KIFC< FD 8 <MFCL\[F ;8J K<:EFCF>@8J ;< @E=FID8\[F ?FA< ] GFJJ_M<C F :FEKIFC<
<D K<DGF I<8C ;< ;@M<IJ8J 8K@M@;8;<J + DFE@KFI8D<EKF ;< LD :8D@E?[F GFI
J8K]C@K< GFI <O<DGCF ;Y 8F ><JKFI LD8 D8E<@I8 ;< :FII@>@I FJ ;<JM@FJ ;< IFK8 ;<
DF;FDL@KFD8@JIYG@;F E[F]D<JDF
&Y F controle posterior K<D F F9A<K@MF ;< 8E8C@J8I F I<JLCK8;F ;< LD8 8K@M@;

8;< 8G`J JL8 F:FII^E:@8 ,FIK8EKF F F9A<K@MF E<JJ< DFD<EKF ] 8GI<E;<I :FD FJ
252/634

;<JM@FJ J<A8D E<>8K@MFJ FL GFJ@K@MFJ G8I8 HL< 8 FI>8E@Q8\[F E[F K<E?8 FJ D<J

DFJGIF9C<D8JEF=LKLIF
HL@ 8 GI<F:LG8\[F E[F ] D8@J :FII@>@I F ;<J<DG<E?F GF@J F =8KF AY F:FI

I<L ,FIK8EKF ;<M<DFJ J@D @;<EK@=@:8I 8J :8LJ8J ;FJ GIF9C<D8J  FL 8@E;8 <E

K<E;<IGFIHL<8<DGI<J8:FEJ<>L@LLDI<JLCK8;F<O:<C<EK<<D8C>LD8YI<8

Figura 7.2 Classificao do controle de acordo com o tempo

  >=248C>B345828W=280582R280454C8E83034
+J :FE:<@KFJ ;< <=@:@^E:@8 <=@:Y:@8 < <=<K@M@;8;< J[F K<D8J ;FJ D8@J f98K@;FJg
<DGIFM8J;<:FE:LIJFJ
Eficincia J< I<C8:@FE8 :FD F LJF ;FJ I<:LIJFJ ;@JGFE_M<@J G8I8 8K@E>@I EFJ

JFJ F9A<K@MFJ ,FIK8EKF HL8E;F =8C8DFJ HL< 8C>L]D =F@ <=@:@<EK< ] GFIHL< <JJ8
G<JJF8LK@C@QFLFJI<:LIJFJHL<K@E?8;<=FID88;<HL8;8 
/<I@8 <EK[F 8 maneira :FDF =8Q<DFJ 8C>F 9LJ:8E;F 8K@E>@I LD F9A<K@MF
(<D9I<

J< ;< HL< <JJ<J I<:LIJFJ GF;<D J<I MYI@FJ :FDF F K<DGF 8J G<JJF8J F
;@E?<@IF 8JD8K]I@8J
GI@D8J<K:
Eficcia ] =8Q<I 8 :F@J8 :<IK8 + :FE:<@KF ] I<C8:@FE8;F E[F :FD 8 LK@C@Q8\[F
;FJI<:LIJFJ D8JJ<I<8CD<EK<8K@E>@DFJFF9A<K@MFHL<KI8\8DFJ
,FI <O<DGCF J< )8I@8 GC8E<AFL =8Q<I LD8 M@8><D ;< :8IIF ;< <CF $FI@

QFEK< 8 I8J_C@8 < C<MFL KI^J ;@8J G8I8 :?<>8I ;@Q<DFJ HL< <C8 =F@ <=@:8Q 8K@E>@L F
F9A<K@MF ;< :?<>8I 8 I8J_C@8 D8J E[F =F@ <=@:@<EK< C<MFL DL@KF D8@J K<DGF d I<

:LIJFdHL<J<I@8EFID8CD<EK<E<:<JJYI@F
/< )8I@8 K@M<JJ< C<M8;F J<K< ?FI8J D8J <D M<Q ;< I8J_C@8 K@M<JJ< :?<>8;F 8F
.@F ;< &8E<@IF K<I@8 J@;F <=@:@<EK< JL8 M@8><D ;LIFL F K<DGF GC8E<A8;F D8J @E

<=@:8QE[F8K@E>@LFF9A<K@MF
253/634

Ateno !O@JK<D 8LKFI<J HL< :FEJ@;<I8D HL< 8 <=<K@M@;8;< ] 8 JFD8 ;8 <=@:@^E

:@8:FD8<=@:Y:@8

 efetividad< I<=<I<
J< 8F impacto ;8J 8\b<J FDF 8 <O<:L\[F ;< LD GIF

>I8D8GF;<FLE[F8CK<I8ILD8I<8C@;8;< 
%D8>@E< HL< 8 GI<=<@KLI8 ;< JL8 :@;8;< ;<J<A8 ;@D@EL@I 8 DFIK8C@;8;< @E=8EK

@C LJ:8E;F 8K@E>@I <JJ< F9A<K@MF 8 GI<=<@KLI8 :FDGIFL ;<Q D@C M8:@E8J G8I8
GF;<I @DLE@Q8I F D<JDF EcD<IF ;< :I@8E\8J ;F DLE@:_G@F EF 8EF ;<  
K<E;F<DM@JK8FF9A<K@MF;<I<;LQ@I8DFIK8C@;8;<
/< EF =@E8C ;F GIF>I8D8 KF;8J 8J ;<Q D@C :I@8E\8J ;F DLE@:_G@F =FI8D M8:@E

8;8J F GIF>I8D8 =F@ <=@:@<EK< LK@C@QFL ;< =FID8 8;<HL8;8 FJ I<:LIJFJ :FDF M8

:@E8J D];@:FJ<K: <<=@:8Q8J:I@8E\8J=FI8DM8:@E8;8J:FDFGC8E<A8;F


,8I8 J89<IDFJ J< F GIF>I8D8 =F@ <=<K@MF K<I<DFJ ;< G<JHL@J8I J< I<8CD<EK< 8
DFIK8C@;8;< @E=8EK@C =F@ I<;LQ@;8 GF@J GF;< J<I HL< 8 M8:@E8 E[F J<A8 8 8;<HL8;8
FLHL<E8M<I;8;<8:8LJ8;8JDFIK<JJ<A8FLKIFGIF9C<D8<K:
89< 8HL@ C<D9I8I HL< <JJ< :FE:<@KF ;< <=<K@M@;8;< ] DL@KF @DGFIK8EK< GF@J
DL@K8J ;8J 8\b<J ;F !JK8;F ;<M<D J<I GC8E<A8;8J < <O<:LK8;8J K<E;F <D D<EK<
DL;8I 8C>LD8 I<8C@;8;< :FDF 8 GF9I<Q8 <OKI<D8 8J ;<J@>L8C;8;<J I<>@FE8@J FL
8<M8J[F<J:FC8I
,FIK8EKF F F9A<K@MF <D D<EK< E[F ;<M< J<I :FEJKIL@I <J:FC8J D8J D<C?FI8I
F E_M<C <J:FC8I ;FJ 8CLEFJ <JJ< DF;F D<;@I 8 <=<K@M@;8;< ;< :8;8 8\[F 8AL;8IY
8GC8E<A8I8J8\b<J=LKLI8J;F!JK8;FG8I8:FD98K<IFJGIF9C<D8J;8JF:@<;8;<
28DFJM<I:FDF@JJFAY=F@:F9I8;F

 , )450I( ] D38C>A


 $T> A0A> 0B ?4BB>0B 2>=5D=34< >B C4A<>B 45828W=280 4582R280 4
454C8E83034  4582R280 2>=B8BC4 4< 50I4A 0 2>8B0 24AC0 =T> =424BB0A80<4=C4 30 <0=48A0
24AC0 BB8< 4BCR A4;028>=030 0> 6A0D 34 0C8=68<4=C> 3> >194C8E> )4 34B490<>B 50I4A
0;6> B4A 0?A>E03>B 4< D< 2>=2DAB> ?\1;82> ?>A 4G4<?;> 4 ;>6A0<>B WG8C> =4BB4 ?A>
94C> B><>B 45820I4B 4BB0 5>A<0 4E834=280 > 2D<?A8<4=C> 30 <8BBT> 27460A 0> A4B
D;C03>34B4903>
254/634

,<I=<@KF 2<A8D :FDF 8 "#2 KI898C?FL F :FE:<@KF <=@:Y:@8 ] I<C8:@FE8;8 8F


8K@E>@D<EKF ;FJ F9A<K@MFJ GIFGFJKFJ <JJ8 D8E<@I8 J< 8K@E>@DFJ F HL< K_E?8DFJ
:FDFF9A<K@MF =FDFJ<=@:8Q<J +>898I@KF]HL<JK[F:FII<K8

  +B>34>=CA>;4B4=38203>A4B34&A>3DC8E83034
+ :FEKIFC< ] LD ;FJ GIF:<JJFJ D8@J @DGFIK8EK<J EF KI898C?F ;< LD 8;D@E

@JKI8;FI ,8I8 HL< <JJ< :FEKIFC< GFJJ8 J<I =<@KF LK@C@Q8DFJ ;@M<IJFJ K@GFJ ;< @E;@:

8;FI<J;<><JK[F
,8I8#I8\8J.L8  FJ@E;@:8;FI<JJ[F

=38203>A4B =T> BT> B8<?;4B<4=C4 303>B, mas uma balana que nos
permite pesar os dados ou uma rgua que nos permite aferir os da-
dos em termos de qualidade, resultado, impacto etc. dos processos e
dos objetivos dos eventos. Os indicadores so <43830B, ou seja, BT>
D<0 0CA81D8UT> 34 =\<4A>B 0 >194C>B 02>=C428<4=C>B >D B8CD
0U[4B3402>A3>2><24AC0BA46A0B.

<JJ8 D8E<@I8 FJ @E;@:8;FI<J J[F D<;@;8J HL< EFJ =8:@C@K8D <EK<E;<I F =LE

:@FE8D<EKF < F 8E;8D<EKF ;< LD GIF:<JJF ;< LD GIF;LKF FL J<IM@\FJ ;8 FI>8E

@Q8\[F  <8:FI;F:FD8D<JD88LKFI8

De uma maneira simplificada, os indicadores so medidas que repres-


entam ou quantificam um insumo, um resultado, uma caracterstica ou
o desempenho de um processo, de um servio, de um produto ou da
organizao como um todo.

JJ@D LJ8DFJ @E;@:8;FI<J G8I8 EFJ 8AL;8I EF GC8E<A8D<EKF < EF :FEKIFC<


;8J FI>8E@Q8\b<J  !JJ8J =<II8D<EK8J EFJ 8LO@C@8D E8 9LJ:8 ;FJ I<JLCK8;FJ < E8
D<C?FI@8;FJGIF:<JJFJ;8J<DGI<J8J<;FJ`I>[FJGc9C@:FJ
C]D ;@JJF F LJF ;< @E;@:8;FI<J GF;< D<C?FI8I DL@KF 8 HL8C@;8;< ;8J ;<

:@Jb<J ;< LD ><JKFI !C< GF;<IY 8E8C@J8I J< JL8J 8\b<J <JK[F JLIK@E;F <=<@KF J< FJ
GIF:<JJFJ <JK[F FL E[F D<C?FI8E;F @;<EK@=@:8I YI<8J < GIF:<JJFJ GIF9C<DYK@:FJ <
;<K<ID@E8IFE;<FJI<:LIJFJ;<M<DJ<I<DGI<>8;FJ
255/634

 =38203>A4B344B4<?4=7>
EK<J ;< =8C8IDFJ <D @E;@:8;FI<J ;< ;<J<DG<E?F M8DFJ :FE?<:<I F :FE

:<@KF ;< ;<J<DG<E?F !JK< GF;< J<I :FDGI<<E;@;F :FDF LD JFD8K`I@F ;< <J

=FI\FJ < I<JLCK8;FJ  ,FIK8EKF J[F E<:<JJYI@FJ <J=FI\FJ E8 9LJ:8 ;F 8K@E>@D<EKF


;<:<IKFJI<JLCK8;FJ;<J<A8;FJ

Figura 7.3 Desempenho

/<>LE;F .LDDC<I < I8:?<  LD @E;@:8;FI ;< ;<J<DG<E?F ] 8 HL8EK@

=@:8\[F ;< HL[F 9<D LD E<>`:@F JL8J 8K@M@;8;<J < GIF:<JJFJ 8K@E>< LD8 D<K8
<JG<:_=@:8 /<D @E;@:8;FI<J ;< ;<J<DG<E?F E[F :FEJ<>L@DFJ D<;@I ! J<D
D<;@I E[F:FEJ<>L@DFJ><I<E:@8I 
!EKI<K8EKF <O@JK<D ;@M<IJFJ 8JG<:KFJ <EMFCM@;FJ EF ZD9@KF ;FJ <J=FI\FJ <
;FJ I<JLCK8;FJ HL< ;<M<D J<I :FEJ@;<I8;FJ G8I8 HL< GFJJ8DFJ ;<=@E@I LD DF;<CF
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1D8:8;<@8;<M8CFI J<>LE;F<EE<KK<3?FC<P  ]

A cadeia de valor definida como o levantamento de toda a ao ou


processo necessrio para gerar ou entregar produtos ou servios a um
beneficirio. uma representao organizacional que permite melhor
visualizao do valor ou do benefcio agregado no processo, sendo
256/634

utilizada amplamente na definio dos resultados e impactos de


organizaes.

28DFJM<ILD8I<GI<J<EK8\[F>IY=@:8;<KF;FFGIF:<JJF

Figura 7.4

% (Martins e Marini !& Ministrio do Planejamento, 2009)

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257/634

 =38203>A4B;8603>BQ38<4=BT>A4BD;C03>
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Eficcia ] 8 quantidade e qualidade de produtos e servios entregues ao
usurio 9<E<=@:@YI@F ;@I<KF ;FJ GIF;LKFJ < J<IM@\FJ ;8 FI>8E@Q8\[F
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Eficincia ] 8 relao entre os produtos/servios gerados (outputs) e os
insumos utilizados I<C8:@FE8E;F F HL< =F@ <EKI<>L< < F HL< =F@ :FE

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258/634

Figura 7.5 Eficincia, eficcia e efetividade

 =38203>A4B"8603>BQ8<4=BT>B5>AU>
Execuo J< I<=<I< X realizao dos processos, projetos e planos de ao
conforme estabelecidos %E;@:8;FI<J ;< <O<:L\[F GF;<D J<I <E:FE

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259/634

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