Pedro G.C. Pio, Tiago Sigahi, Izabela Simon Rampasso, Eduardo Guilherme Satolo, Milena Pavan Serafim, Osvaldo L.G. Quelhas, Walter Leal Filho and Rosley Anholon
This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.
Abstract
Purpose
This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.
Design/methodology/approach
A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.
Findings
The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.
Practical implications
Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.
Social implications
The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.
Originality/value
This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.
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Tiago F.A.C. Sigahi, Izabela Simon Rampasso, Rosley Anholon and Laerte Idal Sznelwar
This paper aims to discuss how the theory of complex thinking can be considered an interesting element in engineering education, especially in the context in which challenges…
Abstract
Purpose
This paper aims to discuss how the theory of complex thinking can be considered an interesting element in engineering education, especially in the context in which challenges toward sustainable development are multidisciplinary.
Design/methodology/approach
This viewpoint synthesizes the main reflections and discussions generated during a process of debate, research and creation of a proposal for an undergraduate engineering course at a higher education institution in Brazil. The literature on engineering education, sustainability and complexity was considered in an integrated way. Debates were conducted considering the authors’ knowledge and experience as professors of engineering courses and researchers in the field of sustainability. A qualitative and reflexive approach was used to organize the main discussions.
Findings
The prevailing classical engineering paradigm trains professionals to think from a Cartesian, reductionist perspective, appropriate for solving well-structured problems with known solution paths and convergent answers. However, addressing sustainability challenges requires a different kind of thinking capable of dealing with situations characterized by uncertainty, emergence and incompleteness of knowledge. Complexity thinking can be useful for this purpose as it provides a broad system approach to deal with ill-defined, ill-structured and unpredictable problems. This study can be understood as a call to researchers and professionals to consider the value and importance of complexity thinking to advance engineering education for sustainability.
Originality/value
The need to overcome the limits of the classical engineering paradigm is emphasized in the context of sustainability. Complex thinking is considered as a path toward a paradigm shift in engineering education for sustainability. It can contribute to the training of professionals to face pressing challenges now and in the future. This viewpoint provides some insights to enhance debates on education engineering.
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Tiago F.A.C. Sigahi and Laerte Idal Sznelwar
The purpose of this paper is twofold: (1) to map and analyze existing complexity typologies and (2) to develop a framework for characterizing complexity-based approaches.
Abstract
Purpose
The purpose of this paper is twofold: (1) to map and analyze existing complexity typologies and (2) to develop a framework for characterizing complexity-based approaches.
Design/methodology/approach
This study was conducted in three stages: (1) initial identification of typologies related to complexity following a structured procedure based on the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol; (2) backward and forward review to identify additional relevant typologies and (3) content analysis of the selected typologies, categorization and framework development.
Findings
Based on 17 selected typologies, a comprehensive overview of complexity studies is provided. Each typology is described considering key concepts, contributions and convergences and differences between them. The epistemological, theoretical and methodological diversity of complexity studies was explored, allowing the identification of the main schools of thought and authors. A framework for characterizing complexity-based approaches was proposed including the following perspectives: ontology of complexity, epistemology of complexity, purpose and object of interest, methodology and methods and theoretical pillars.
Originality/value
This study examines the main typologies of complexity from an integrated and multidisciplinary perspective and, based on that, proposes a novel framework to understanding and characterizing complexity-based approaches.
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Fabíola M.M.G. Borges, Rosley Anholon, Izabela Simon Rampasso, Tiago F.A.C. Sigahi, Gustavo Hermínio Salati Marcondes de Moraes and Walter Leal Filho
This paper aims to understand the difficulties faced by Latin American oil and gas (O&G) companies in adopting integrated practices aligned with the UN Sustainable Development…
Abstract
Purpose
This paper aims to understand the difficulties faced by Latin American oil and gas (O&G) companies in adopting integrated practices aligned with the UN Sustainable Development Goals (SDG) Agenda.
Design/methodology/approach
A Delphi study was conducted with 14 experts with extensive knowledge and experience in the O&G sector to collect opinions and investigate sustainable practices in the Latin American context.
Findings
A consensus was reached after two rounds, demonstrating a unified view of sustainability experts on the difficulties faced by O&G companies to adopt practices aligned with the SDGs. The difficulties identified through the Delphi method were allocated into five clusters named: “public sector and governments,” “civil society,” “corporate issues,” “technology and innovation” and “financial aspects.” These clusters were used to discuss the main challenges associated with implementing business practices that recognize the SDGs and their achievement as a synergistic reinforcing system rather than an additive structure.
Originality/value
This study provides further insights into the underexplored subject relating to the challenges experienced by Latin American O&G companies in the implementation of the SDGs, adopting the perspective of academic and industry experts in this field. The findings can help professionals in O&G companies implement sustainable practices, policymakers in debates about futures laws and regulations and academic in future research.
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Wilhelm K.K. Abreu, Tiago F.A.C. Sigahi, Izabela Simon Rampasso, Gustavo Hermínio Salati Marcondes de Moraes, Lucas Veiga Ávila, Milena Pavan Serafim and Rosley Anholon
This research aims to understand the primary challenges encountered by entrepreneurs operating in emerging economies, where entrepreneurship plays a vital role. The study places a…
Abstract
Purpose
This research aims to understand the primary challenges encountered by entrepreneurs operating in emerging economies, where entrepreneurship plays a vital role. The study places a particular emphasis on entrepreneurs in Brazil.
Design/methodology/approach
The research methodology involved the analysis of data obtained from interviews, using both content analysis and Grey Relational Analysis techniques.
Findings
The analysis revealed several prominent difficulties that entrepreneurs face in these domains. These challenges encompassed issues such as grappling with intricate taxation systems and the associated tax burden, navigating government bureaucracy, securing access to essential financing and initial investments, contending with the absence of supportive government programs and addressing the dynamic nature of market conditions. The findings on the most critical barriers reveal potential pathways for entrepreneurs, policymakers and universities to act in developing the entrepreneurial ecosystem in emerging economies.
Originality/value
The insights garnered from this research have the potential to inform the formulation of robust public policies aimed at fostering entrepreneurship and innovation in emerging countries. Furthermore, these findings can serve as a valuable resource for planning initiatives designed to train engineers to become successful entrepreneurs.
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João Vyctor Brás dos Santos, Tiago F.A.C. Sigahi, Izabela Simon Rampasso, Gustavo Hermínio Salati Marcondes de Moraes, Lucas Veiga Ávila, Walter Leal Filho and Rosley Anholon
The purpose of this paper is to examine competence management practices in Brazilian industries using ISO 10015 as a framework of analysis, which establishes guidelines for…
Abstract
Purpose
The purpose of this paper is to examine competence management practices in Brazilian industries using ISO 10015 as a framework of analysis, which establishes guidelines for competence management and people development.
Design/methodology/approach
A survey was conducted with 22 high-qualified human resources management (HRM) professionals (81.8% of participants hold a PhD) with extensive experience in the Brazilian industrial sector (an average of 20.4 years). The experts assessed 13 practices (P) elaborated based on the ISO 10015:2020, considering two categories: large industries (LI) and small and medium-sized industries (SMI). Data analysis was performed using Hierarchical Cluster Analysis, frequency analysis, Fuzzy TOPSIS and sensitivity analysis.
Findings
The practice “individual competences are correctly defined by organizations at all hierarchical levels” was deemed the best practice for LIs, while the practice “clear definition of activities and their specificities when structuring competence management and people development programs” was considered the best practice for SMIs. The practice “organizations map employees' future competence and development needs on a regular basis” received the lowest rating for both LIs and SMIs. When compared to LIs, SMIs have more severe deficiencies in applying competence management practices. The study's findings can be of great value in assisting managers in implementing structured competence management systems and people development initiatives.
Practical implications
The findings of this study can be used by managers of businesses of all sizes and economic sectors to analyze their critical points in order to identify opportunities to improve their competence management systems and people development programs.
Originality/value
This study fills a knowledge gap by analyzing the adoption of competence management practices in Brazil, answering the call for HRM research in developing countries. By using ISO 10015 as a framework of analysis, this study also addresses the literature gap regarding this important and relatively new management tool.
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Rosley Anholon, Izabela Simon Rampasso, Lucas Veiga Ávila, Tiago F.A.C. Sigahi, Gustavo Hermínio Salati Marcondes de Moraes, Milena Pavan Serafim and Walter Leal Filho
The relationship with internal and external actors on the part of higher education institutions (HEIs) is a fundamental factor for them to fully exercise their role in sustainable…
Abstract
Purpose
The relationship with internal and external actors on the part of higher education institutions (HEIs) is a fundamental factor for them to fully exercise their role in sustainable development and the evolution of individuals, organizations and society as a whole. In this sense, this study aims to analyze the literature about stakeholder management in HEIs and to provide guidelines to support managers of HEIs to enhance stakeholder management practices.
Design/methodology/approach
This research was conducted through a bibliometric analysis followed by a content analysis to propose the guidelines to support HEIs’ managers in improving stakeholder management practices.
Findings
The guidelines were proposed for each of the following seven areas: engagement and governance; innovation and knowledge management; education for sustainable development; responsible research, innovation and collaborative partnerships; organisational change management; social responsibility; and performance management and sustainability report.
Originality/value
Although the topic addressed has gained traction in the academic community, the literature fails to provide guidelines to support managers of HEIs enhance stakeholder management practices. From a theoretical standpoint, the increasing recognition of the importance of stakeholder engagement reflects a paradigm shift in understanding sustainability and social responsibility in HEIs. On a practical level, managers can use the guidelines to promote effective dialogue, increase stakeholder engagement and collaborative partnerships.
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Lúcio Flavio Vasconcelos, Tiago F.A.C. Sigahi, Jefferson de Souza Pinto, Izabela Simon Rampasso and Rosley Anholon
Organizations and markets are constantly developing and changing, impacting how organizations create value and manage supply chains. This paper aims to identify the motor themes…
Abstract
Purpose
Organizations and markets are constantly developing and changing, impacting how organizations create value and manage supply chains. This paper aims to identify the motor themes and subthemes of academic research that relate supply chain management (SCM) maturity and business models (BMs).
Design/methodology/approach
The Science Mapping Analysis Tool (SciMAT) was used to conduct a seven-step bibliometric analysis of 889 documents indexed in the Scopus database clustering by relatedness of works and keywords. The methodological approach included content analysis of the literature, longitudinal analysis and strategic diagram analysis.
Findings
The thematic evolution analysis revealed that three themes drive the studies on SCM maturity and BM: industry 4.0 (motor theme), environmental management (transversal theme) and product management (highly developed and isolated theme). The strategic diagrams and co-word networks allowed to graphically identify the main topics connecting SCM maturity and BM. Considering this connection, the scientific mapping emphasizes the significance and strength of the link between digital technologies, technology management and manufacturing management in Industry 4.0. In addition, the connections between the subthemes revealed that circular economy and green human resource management are important concepts to advance theory and practice on the connection between SCM maturity and BM.
Originality/value
This research extends the knowledge base by providing an analysis of the key themes and the links with subthemes in the literature that relate to SCM maturity and BM. Key studies are analyzed and linked with the key topics identified using the SciMAT software. Future research avenues are outlined, providing new insights to advance theory and practice.
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Thanus Miziara, Jefferson de Souza Pinto, Tiago F.A.C. Sigahi, Gustavo Hermínio Salati Marcondes de Moraes, Izabela Simon Rampasso, Lucas Gabriel Zanon and Rosley Anholon
This paper aims to investigate critical change management factors in small and medium enterprises (SMEs), shedding light on key aspects of resilient organizational strategies.
Abstract
Purpose
This paper aims to investigate critical change management factors in small and medium enterprises (SMEs), shedding light on key aspects of resilient organizational strategies.
Design/methodology/approach
The research adopted a mixed-methods approach, including inductive content analysis to identify the drivers and the best-worst method with data collection from eight subject matter experts.
Findings
The drivers selected by the experts as most important were “the existence of a plan with clear guidelines and steps for organizational change” and “leadership engagement to motivate and support employees” (with weights of 0.31 and 0.25, respectively). Disparities in experts’ opinions arise concerning perceptions of management evolution, leadership styles and communication efficacy. The findings suggest that leadership needs to adopt a more inclusive and participatory approach to drive better outcomes in SMEs. Furthermore, flexibility and adaptability were identified as fundamental traits for maintaining competitiveness in the market.
Originality/value
The research’s originality lies in its focused and data-driven approach applied to the Brazilian context. This study offers a new methodological contribution by integrating the best-worst method with qualitative content analysis to prioritize and contextualize critical change management factors specific to SMEs. Unlike previous research that has mainly addressed general challenges or descriptive analyses, this study provides applied results for managers and policymakers. Also, it presents a replicable framework for exploring similar organizational challenges in other contexts.
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Arlem Aparecido Recchia, Jefferson Souza Pinto, Izabela Simon Rampasso, Tiago F. A. C. Sigahi, Milena Pavan Serafim, Gustavo Hermínio Salati Marcondes de Moraes and Rosley Anholon
The purpose of this study is to identify the contribution of implementing enterprise resource planning (ERP) systems in Brazilian small and medium-sized enterprises (SMEs)…
Abstract
Purpose
The purpose of this study is to identify the contribution of implementing enterprise resource planning (ERP) systems in Brazilian small and medium-sized enterprises (SMEs), understanding how ERP systems influence the operational and strategic management of these organizations and classify their maturity levels in ERP usage.
Design/methodology/approach
A combination of bibliometric analysis, Criteria Importance Through Intercriteria Correlation and grey fixed weight clustering methods is used. A survey was performed to assess experts’ perceptions about the contribution of ERP systems across multiple dimensions, and the responses were analysed to determine the maturity levels of ERP implementation in SMEs.
Findings
The results indicate that 80.6% of respondents considered that SMEs have an intermediate level of maturity in ERP implementation, suggesting that these companies could improve their process integration and decision-making. Approximately 9.7% of respondents indicated that SMEs have high maturity. However, another 9.7% of respondents assessed that SMEs have low maturity facing challenges in ERP adoption and utilization, resulting in less efficient operations.
Practical implications
Through the analysis of the results, it was possible to establish important recommendations for ERP management in SMEs: to invest in the continuous improvement of ERP systems and in employee training; to conduct periodic assessments of business needs and ensure the ERP alignment and to fully integrate business processes via ERP, ensuring efficient management of it.
Originality/value
This research provides valuable insights into the ERP implementation in Brazilian SMEs, highlighting the strategic importance of ERP systems in enhancing operational efficiency and competitiveness.