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Inovações incrementais na prestação de serviços contábeis

This work aimed to establish improvement propose in accountancy services with quality dimension, through the use of incremental innovations from businessmen experiences, named by accountant users, and the relationship of these men as accountancy workers. The search is presented in qualitative, quant...

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Autor principal:	Machado, Rosaly
Formato:	Dissertação
Idioma:	Português
Publicado em:	Universidade Tecnológica Federal do Paraná 2018
Assuntos:	Contabilidade Serviços ao cliente Inovações tecnológicas Accounting Customer services Technological innovations CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO Engenharia de Produção
Acesso em linha:	http://repositorio.utfpr.edu.br/jspui/handle/1/3604
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spelling	riut-1-36042018-11-30T05:00:50Z Inovações incrementais na prestação de serviços contábeis Machado, Rosaly Reis, Dálcio Roberto dos http://lattes.cnpq.br/9826052685467633 Reis, Dálcio Roberto dos Brandalise, Luiz Antonio Rasoto, Vanessa Ishikawa Francisco, Antonio Carlos de Contabilidade Serviços ao cliente Inovações tecnológicas Accounting Customer services Technological innovations CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO Engenharia de Produção This work aimed to establish improvement propose in accountancy services with quality dimension, through the use of incremental innovations from businessmen experiences, named by accountant users, and the relationship of these men as accountancy workers. The search is presented in qualitative, quantitative, exploratory and evaluating. The used methodology had as the starting spot the theory content support. Next phase was collecting the information and for this purpose, a questionnaire was used as a tool. In each question there was a suggestion of improvement. A report with explanations about questions that could be considered more difficult was attached to the questionnaire. These questions were handed in to 50 businessmen who use accountancy services in Ponta Grossa. The questions were distributed to accountancy, revenue, and working and workers right area. As the questionnaires were collected, it was noticed that 27 people totally corresponded to the requests of the research, 13 people partially corresponded, and 10 people didn’t show any interest in the subject. Further more the work was focused on semi structured interview. In the methodological sequel, interviews were made with 10 business men, with the aim of going deeper on the information about the quality of these services. To reinforce the results, the services which review themselves not being very satisfactory, had emphasis to the appreciation of these two businessmen, who answered promptly about them. So from the ten dimension of quality used to evaluate the accountant services, the need of knowledge in this area offering strategies in the distribution of the services was predominant. Immediately the cost. The results of me research reviewed that the quality is inherent to the performance of services, not only to the cost. The trust appears as an essential attribute that must always be considered in all levels in accountant services the trust appears as an essential attribute that must always be considered in all levels in accountant services. In this context, these dimensions didn’t d show a satisfactory result, considered by the users in these following services: A) Management of continuous learning, using the experience of business men, putting together with the performance of their activities, B) The values charged for the accountant services, and other expenses with material, C) The execution of the services, pay roll and salaries, as well as the guides for taxes collecting and other related taxes. So, this research shows that the accountant services need to improve. The suggestions for incremental innovations which claimed to be more important by people who answered the questions were: 1) Promoting meetings to develop ideas and experience exchanging with businessmen and accountants. 2) Improving the knowledge by interacting with other areas. 3) Remaining aware of up dating and also all the law changing in the accountancy area. 4) Being always willing to answer the clients promptly in their needs, helping them in any difficulty they may find in their business. 5) Trying to eliminate mistakes from the payroll, finding other ways to collect data in order to accomplish this task. 6) Keep the accountancy launches always at disposal to avoid any delay when handing in accountancy reports. 7) Presenting reports in an explanatory way, showing relevant information that can help people to make decisions. 8) Searching for different ways and strategies to soften the expenses always supported by the law. 9) Making a balance between the cost and the quality of accountancy services. For the reasons presented in this summarize, the objective of the research became real, presenting improvements in accountant services, referred through incremental innovations. Este trabalho objetivou estabelecer propostas de melhorias na prestação dos serviços contábeis, com dimensões qualitativas, através da utilização do processo das inovações incrementais. As propostas partiram das experiências de empresários, indicados por usuários da contabilidade e da convivência destes com o prestador de serviço contábil. A pesquisa apresenta-se em características: qualitativa, quantitativa, exploratória, e avaliativa. A fase seguinte configurou-se através do levantamento de dados, utilizando o questionário como instrumento da coleta desses dados, o qual possibilitou a colocação de sugestões de melhorias. Em anexo ao questionário segue um relatório com explicações sobre as perguntas mais complexas. Foram entregues pessoalmente a 50 empresários usuários dos serviços contábeis localizados no município de Ponta Grossa. As perguntas do questionário foram elaboradas e distribuídas entre as áreas: contábil, fiscal, trabalhista e previdenciária. Com o recolhimento dos questionários, evidenciou-se que 27 dos respondentes completaram totalmente as questões da pesquisa; 13 dos respondentes parcialmente e 10 dos que receberam o questionário não demonstraram interesse em participar. Na sequência metodológica foram realizadas entrevistas com 10 empresários dentre os respondentes, com a intenção de aprofundar os dados sobre a qualidade dos serviços. Os serviços que mais se revelaram insatisfatórios foram novamente analisados por dois empresários que prontamente opinaram sobre eles. Nas dez dimensões de qualidade utilizadas para avaliar os serviços contábeis, predominou a necessidade de se ter o conhecimento do meio em que se vive oferecendo estratégia de distribuição dos serviços. Em seguida o custo. Os resultados da pesquisa revelaram que a qualidade está inerente ao desempenho dos serviços e não unicamente ao custo. Em terceiro lugar aparece a confiança, atributo que jamais deve ser desconsiderado em todos os níveis dos serviços contábeis. As dimensões consideradas insatisfatórias pelos usuários nos serviços foram: a) gerenciamento de aprendizado contínuo utilizando a experiência dos empresários, interagindo com o desempenho de suas atividades; b) os valores cobrados referentes aos honorários de serviços contábeis e outros gastos eventuais de materiais com a execução do serviço; c) elaboração da folha de pagamento dos empregados e do Pró-labore, bem como das guias de recolhimento dos encargos sociais e tributos afins. Portanto, esta pesquisa revelou que a prestação dos serviços contábeis necessita de melhorias. As sugestões de inovações incrementais que mais se destacaram pelos respondentes foram: 1) promover reuniões para desenvolver um relacionamento de troca de ideias e experiências com os empresários e outros contadores; 2) aprimorar o seu conhecimento interagindo com outras áreas afins; 3) permanecer atento às atualizações e modificações das legislações que ocorre na contabilidade; 4) estar sempre disposto a atender seus clientes orientando-os nas dificuldades que se apresentam em seus negócios; 5) procurar eliminar os erros da folha de pagamento de funcionário, com outras formas de coleta de dados para a execução deste serviço; 6) manter os lançamentos contábeis sempre à disposição, para evitar a demora de entregar os balancetes e outros relatórios contábeis que forem solicitados; 7) apresentar os relatórios contábeis de forma explicativa, apresentando informações relevantes que possam ajudar na tomada de decisão; 8) buscar subterfúgios para amenizar a despesa tributária com embasamento da lei; 9) equiparar o custo, com a qualidade dos serviços contábeis. Pelas razões apresentadas neste resumo, o objetivo desta pesquisa se concretizou apresentando propostas de melhorias nos serviços contábeis através das inovações incrementais. 2018-11-29T14:35:40Z 5000-01-01 2018-11-29T14:35:40Z 2007-12-18 masterThesis MACHADO, Rosaly. Inovações incrementais na prestação de serviços contábeis. 2007. 120 f. Dissertação (Mestrado em Engenharia da Produção) - Universidade Tecnológica Federal do Paraná, Ponta Grossa, 2007. http://repositorio.utfpr.edu.br/jspui/handle/1/3604 por embargoedAccess application/pdf Universidade Tecnológica Federal do Paraná Ponta Grossa Brasil Programa de Pós-Graduação em Engenharia de Produção UTFPR
institution	Universidade Tecnológica Federal do Paraná
collection	RIUT
language	Português
topic	Contabilidade Serviços ao cliente Inovações tecnológicas Accounting Customer services Technological innovations CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO Engenharia de Produção
spellingShingle	Contabilidade Serviços ao cliente Inovações tecnológicas Accounting Customer services Technological innovations CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO Engenharia de Produção Machado, Rosaly Inovações incrementais na prestação de serviços contábeis
description	This work aimed to establish improvement propose in accountancy services with quality dimension, through the use of incremental innovations from businessmen experiences, named by accountant users, and the relationship of these men as accountancy workers. The search is presented in qualitative, quantitative, exploratory and evaluating. The used methodology had as the starting spot the theory content support. Next phase was collecting the information and for this purpose, a questionnaire was used as a tool. In each question there was a suggestion of improvement. A report with explanations about questions that could be considered more difficult was attached to the questionnaire. These questions were handed in to 50 businessmen who use accountancy services in Ponta Grossa. The questions were distributed to accountancy, revenue, and working and workers right area. As the questionnaires were collected, it was noticed that 27 people totally corresponded to the requests of the research, 13 people partially corresponded, and 10 people didn’t show any interest in the subject. Further more the work was focused on semi structured interview. In the methodological sequel, interviews were made with 10 business men, with the aim of going deeper on the information about the quality of these services. To reinforce the results, the services which review themselves not being very satisfactory, had emphasis to the appreciation of these two businessmen, who answered promptly about them. So from the ten dimension of quality used to evaluate the accountant services, the need of knowledge in this area offering strategies in the distribution of the services was predominant. Immediately the cost. The results of me research reviewed that the quality is inherent to the performance of services, not only to the cost. The trust appears as an essential attribute that must always be considered in all levels in accountant services the trust appears as an essential attribute that must always be considered in all levels in accountant services. In this context, these dimensions didn’t d show a satisfactory result, considered by the users in these following services: A) Management of continuous learning, using the experience of business men, putting together with the performance of their activities, B) The values charged for the accountant services, and other expenses with material, C) The execution of the services, pay roll and salaries, as well as the guides for taxes collecting and other related taxes. So, this research shows that the accountant services need to improve. The suggestions for incremental innovations which claimed to be more important by people who answered the questions were: 1) Promoting meetings to develop ideas and experience exchanging with businessmen and accountants. 2) Improving the knowledge by interacting with other areas. 3) Remaining aware of up dating and also all the law changing in the accountancy area. 4) Being always willing to answer the clients promptly in their needs, helping them in any difficulty they may find in their business. 5) Trying to eliminate mistakes from the payroll, finding other ways to collect data in order to accomplish this task. 6) Keep the accountancy launches always at disposal to avoid any delay when handing in accountancy reports. 7) Presenting reports in an explanatory way, showing relevant information that can help people to make decisions. 8) Searching for different ways and strategies to soften the expenses always supported by the law. 9) Making a balance between the cost and the quality of accountancy services. For the reasons presented in this summarize, the objective of the research became real, presenting improvements in accountant services, referred through incremental innovations.
format	Dissertação
author	Machado, Rosaly
author_sort	Machado, Rosaly
title	Inovações incrementais na prestação de serviços contábeis
title_short	Inovações incrementais na prestação de serviços contábeis
title_full	Inovações incrementais na prestação de serviços contábeis
title_fullStr	Inovações incrementais na prestação de serviços contábeis
title_full_unstemmed	Inovações incrementais na prestação de serviços contábeis
title_sort	inovações incrementais na prestação de serviços contábeis
publisher	Universidade Tecnológica Federal do Paraná
publishDate	2018
citation	MACHADO, Rosaly. Inovações incrementais na prestação de serviços contábeis. 2007. 120 f. Dissertação (Mestrado em Engenharia da Produção) - Universidade Tecnológica Federal do Paraná, Ponta Grossa, 2007.
url	http://repositorio.utfpr.edu.br/jspui/handle/1/3604
_version_	1805304958550016000
score	10,814766

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