BALANCED SCORECARD: Ferramenta de Gestão Estratégica orientada a correlação causa-efeito em Companhia do ramo energético do Sertão do Pajeú

Abstract

With the current market demands it is essential that the organizational structure of companies is systematized in a harmonious way with the macroenvironment. For, the sociocultural, legal, political/governmental, economic and technological aspects exert competitive pressure on the intrinsic functioning of institutions so that it needs an internal analysis that helps it understand what its strengths and weaknesses are. In this sense, in 4 order to offer consumers of electricity services and quality products companies in the energy sector benefit from administrative tools and methodologies such as management strategy that aims to unitize all the efforts that an organization has to achieve the goals and objectives outlined by the higher level translated efficiently and effectively to the other levels of the company. Thus, through bibliographic survey, investigation of strategies taken for prospecting consumer units with possible commercial losses, detection of competencies that need to be developed by employees, identification of the default of the population of the sertão do Pajeú and analysis of access to customers' knowledge to support and service channels and complaint of the concessionaire. To this end, this study aims to clarify the entire process of energy recovery related to commercial losses through the implementation of Kaizen ACT, document analysis and its continuous improvement actions transformed into learning and growth composing the balanced scorecard's reverse chain as a way to meet the new challenges. Thus, it is understood that the lack of alignment between financial aspects, processes, customers and best practices results in non-compliance with the objectives of the organization as each significant part of the company is looking in different directions