Human Capital (HC) |
The organization depends entirely on the experience and skill of the employees in carrying out their work. |
Dependence on human skills |
Bozzolan, Favotto and Ricceri (2003BOZZOLAN, S.; FAVOTTO, F.; RICCERI, F. Italian annual intellectual capital disclosure: An empirical analysis. Journal of Intellectual Capital, [s.l.], v. 4, n. 4, p. 543-558, Dec. 2003.); Colombo and Grilli (2005COLOMBO, M. G.; GRILLI, L. Founders’ human capital and the growth of new technology-based firms: a competence-based view. Research Policy, [s.l.], v. 34, n. 6, p. 795-816, Aug. 2005.); Ricceri (2008); Unger et al. (2011UNGER, J. M. et al. Human capital and entrepreneurial success: a meta-analytical review. Journal of Business Venturing, [s.l.], v. 26, n. 3, p. 341-358, May 2011.); Rodrigues (2014RODRIGUES, R. O capital intelectual como componente do valor patrimonial das organizações. 2014. Dissertação (Mestrado em Administração) - Centro de Pós-Graduação e Pesquisas em Administração, Faculdade de Ciências Econômicas, Universidade Federal de Minas Gerais, Belo Horizonte, 2014.); Morris (2015MORRIS, C. An industry analysis of the power of human capital for corporate performance: evidence from South Africa. South African Journal of Economic and Management Sciences, Pretoria, v. 18, n. 4, p. 486-499, 2015.); Staniewski (2016STANIEWSKI, M. W. The contribution of business experience and knowledge to successful entrepreneurship. Journal of Business Research, [s.l.], v. 69, n. 11, p. 5147-5152, Nov. 2016.); McDowell et al. (2018); Hartati and Hadiwidjaja (2019HARTATI, N.; HADIWIDJAJA, R. D. The value relevance of intellectual capital and ownership structure on the SMEs performance. Jurnal Organisasi Dan Manajemen, [s.l.], v. 15, n. 2, p. 194-205, 2019.). |
The organization has great confidence in the performance of its employees in relation to alignment with its business. |
Strategic adherence |
Employees have a high level of developed skills. |
Employee autonomy |
Vacancies in work teams are filled by experienced and qualified employees. |
Employee skills |
The organization stresses that the continuous efforts to qualify and develop employees would be dedicated to those who offer better performance and would not be applied to those with inferior performance. |
Employee incentive programs |
The organization is struggling to provide workers with skills and practices with intensive training programs. |
Adherence to development of skills |
Structural Capital (SC) |
The organization pays due attention to reducing rework in carrying out activities. |
Adherence to the quality process |
Stewart (1997STEWART, T. A, Intellectual capital: The wealth of new organizations. London: Nicholas Brealey Publishing, 1997.); Petty and Guthrie (2000PETTY, R.; GUTHRIE, J. Intellectual capital literature review: measurement, reporting and management. Journal of Intellectual Capital, [s.l.], v. 1, n. 2, 155-176, June 2000.); Curado (2008CURADO, C. Perceptions of knowledge management and intellectual capital in the banking industry. Journal of Knowledge Management, [s.l.], v. 12, n. 3, p. 141-155, May 2008.); Bozzolan, Favotto and Ricceri, (2003BOZZOLAN, S.; FAVOTTO, F.; RICCERI, F. Italian annual intellectual capital disclosure: An empirical analysis. Journal of Intellectual Capital, [s.l.], v. 4, n. 4, p. 543-558, Dec. 2003.); Denicolai, Ramusino and Sotti (2015DENICOLAI, S; RAMUSINO, E. C.; SOTTI, F. The impact of intangibles on firm growth. Technology Analysis & Strategic Management, [s.l.], v. 27, n. 2, p. 219-236, 2015.); Jinini, Dahiyat and Bontis (2019). |
The processes are to guarantee the quality of products easily accessible and understood by the entire organization. |
Customer focus |
The organization is concerned with its trademark and pays special attention to disseminating this concern both internally and to customers. |
Assimilation of brand value |
The internal and external communication system is efficient and provides the necessary information to those who are due at the moment. |
Adherence to communication management |
The organization invests in the acquisition of systems that aim to improve the processing and publication of information. |
Adherence to innovation management |
Internal processes are supporting and leverage innovation. |
Adherence to research and innovation |
Relational Capital (RC) |
The organization operates with its full potential at full capacity to satisfy customers. |
R&D processes aimed at technology transfer |
Sveiby (1997SVEIBY, K. The new organizational wealth: managing and measuring knowledge based assets. New York: Berrett-Koehler, 1997.); Bozzolan, Favotto and Ricceri (2003BOZZOLAN, S.; FAVOTTO, F.; RICCERI, F. Italian annual intellectual capital disclosure: An empirical analysis. Journal of Intellectual Capital, [s.l.], v. 4, n. 4, p. 543-558, Dec. 2003.); Chang and Tseng (2005CHANG, A.; TSENG, C. Building customer capital through relationship marketing activities: the case of Taiwanese multilevel marketing companies. Journal of Intellectual Capital, [s.l.], v. 6, n. 2, p. 253-266, 2005.); Yu; Wang; Chang (2015YU, H. C.; WANG, W. Y.; CHANG, C. The stock market valuation of intellectual capital in the IT industry. Review of Quantitative Finance and Accounting, [s.l.], v. 45, n. 2, p. 279-304, 2015.); Kanchana and Mohan (2017KANCHANA, N.; MOHAN, R. R. R. A review of empirical studies in intellectual capital and firm performance. Indian Journal of Commerce and Management Studies, [s.l.], v. 8, n. 1, p. 52-58, 2017.). |
The organization conducts dialogues with customers, to identify their needs and desires, sometimes not even of their own knowledge. |
Co-design processes in partnership with customers |
The organization intensively works with the exchange of information that contributes to the opening of new horizons for mutual cooperation with customers. |
Co-design processes with suppliers |
The organization seeks to reduce problems, offering solutions to customers. |
Complaints management processes developed |
The organization is seeking the participation of customers in its operations, in order to find development opportunities. |
Knowledge development processes in partnerships |
The organization has programs to increase the customer portfolio in the short/medium term. |
Development initiatives for market gain |