Ouvidoria em uma organização do terceiro setor : um estudo à luz do trabalho institucional positivo

Abstract

This dissertation aims to analyze how the ombudsman, as an instrument of compliance, can be proposed, according to the institutional and appreciative approaches applied to the case study of the Movimento Pró-Criança (MPC). The research topic focuses on a third sector entity that produces public goods and operates in the non-state public sphere. The institutional theory served to configure the institutional pillars and the forms of institutional work considered fundamental in the process of creating an ombudsman. A connection was also established with Appreciative Inquiry (AI) and the 5-D model: 1-D Definition, 2-D Discovery, 3-D Dream, 4-D Design, and 5-D Destiny. A descriptive-exploratory, qualitative research study was conducted with the formation of a collaborative group consisting of seven members from the MPC. A series of appreciative workshops were held, having advanced to the 4-D stage, noting the assumption of the sense of agency and protagonism of the participants in the construction of the future ombudsman in the context of a compliance program under development. The collection, analysis and validation of the data were done simultaneously, associated with the thematic categories associated with the consecutive development of the steps of the 5-D model. To this end, each step was properly identified, according to the meanings of the institutional pillars and the types of institutional work emerging in the research. The reliability of the research relied on the triangulation between theories, analysis strategies, and variety of empirical data. As a result, the presence of the three types of institutional work (political, technical and cultural-cognitive) was verified, with emphasis on the exercise of advocacy. In the discussion, it was noted the advance produced by previous initiatives in the study of compliance in the MPC, of a notably normative character, such as the proposal of a Code of Ethics and Compliance and of an Internal Regulation. In the analysis of the proposition of the future ombudsman, two strategic fronts were undertaken, one based on internal dialogue and the other with a perspective focused on society. According to the collaborative group, the ombudsman should be a communication channel, aiming to meet demands such as denunciations, suggestions, complaints and compliments, aligning with the mission, values and vision that define the identity of the MPC. In the workshops, it was strongly recommended that the ombudsman should come from the institution itself. This process led to the achievement of institutional legitimization, culminating with the development of the design thinking of a booklet to support a pilot project on the implementation and effective operation of the ombudsman in the MPC, duly supported by the entity's senior management. It highlights the playful, visual and iterative elements of the booklet as a technical-technological product of the dissertation, whose format is intended for a varied target audience that involves since the internal segment (beneficiaries and family members) and employees, to other stakeholders involved. It is expected that the guidance given by the booklet, intrinsic to such an ombudsman, puts the MPC in evidence before the civil society of Pernambuco.