Authors: José Jaconias Da Silva; Claudia Brito Silva Cirani; Joseane Laura Pereira De Amorim
Addresses: Federal University of Mato Grosso, Avenue Fernando Corrêa da Costa, 2367, Boa Esperança, 78060-900, Cuiabá, MT, Brazil ' Nove de Julho University, R Deputado Salvador Julianelli, Barra Funda, 01156080, São Paulo, SP, Brazil ' Federal University of Mato Grosso, Avenue Fernando Corrêa da Costa, 2367, Boa Esperança, 78060-900, Cuiabá, MT, Brazil
Abstract: This study aimed to map empirically organisational, functional and individual competences in a unit of a large franchise network in the food industry in Brazil. The objective was to assess activities previously established and based on the theme of competence. A case study was presented on a company located in Cuiabá, Mato Grosso do Sul, Brazil, and to achieve the goals, we used a specific methodology for mapping competences in a qualitative approach. Among the organisational competences (OCs) identified are 'product quality, along with efficient delivery, leaves the customer satisfied', 'well prepared menu and particular flavour of dishes that pleases the customer', 'skilled professionals in the production, sales and delivery processes' and 'the franchise brand name that stands out for quality and positive associations to the product/service and the organisation itself, which translate into intangible results, such as acceptance, satisfaction and benefits'. The model tested was adequate to identify organisational competences as well as functional and individual competences.
Keywords: competences; organisational; functional; individual; case study.
International Journal of Business Excellence, 2020 Vol.20 No.4, pp.575 - 594
Received: 30 Sep 2018
Accepted: 25 Nov 2018
Published online: 31 Mar 2020 *