THE IMPORTANCE OF HUMAN RESOURCES IN THE COMPUTERIZATION PROCESS AND THE COMPETENCE LOGIC: THE CASE STUDY OF CALL CENTER RGE – RIO GRANDE ELETRICIDADE

Authors

  • Paulo Henrique Possas Universidade Federal do Rio de Janeiro - Rio de Janeiro, RJ

Keywords:

Competence, computerization, automation, call center,

Abstract

The Competence Logic is a new proposal for discussing social relationship among companies and employees. It values workers’ characteristics such as technical, service, process, and social competencies. This paper analyzes two theoretical concepts: competence logic and human comprehension of computerization in an area within the ever-changing context of technology. For that purpose, a Call Center was selected and an analysis was made of the coherence between human resources policies adopted and the computerization process.

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Published

2013-09-12

How to Cite

Henrique Possas, P. (2013). THE IMPORTANCE OF HUMAN RESOURCES IN THE COMPUTERIZATION PROCESS AND THE COMPETENCE LOGIC: THE CASE STUDY OF CALL CENTER RGE – RIO GRANDE ELETRICIDADE. Electronic Review of Administration, 10(1). Retrieved from https://seer.ufrgs.br/index.php/read/article/view/42580

Issue

Vol. 10 No. 1 (2004): Edição 37 - jan/fev 2004

Section

Articles

License

 

The author holds authorship rights, and authorizes REAd to publish the article on its website or in printed editions, not implying the payment of copyright or any other fee to the authors, and certifies that this article has not been published, to date, in any Brazilian journal.