Carvalho, Ricardo José Matos deSantos, Viviana Maura dos2018-04-042018-04-042018-02-06SANTOS, Viviana Maura dos. Construção de um sistema de indicadores para avaliar a resiliência organizacional com relação à gestão de riscos e desastres: um estudo aplicado em órgãos municipais de proteção e defesa civil no Brasil. 2018. 213f. Dissertação (Mestrado em Engenharia de Produção) - Centro de Tecnologia, Universidade Federal do Rio Grande do Norte, Natal, 2018.https://repositorio.ufrn.br/jspui/handle/123456789/24982Organizations, communities and cities deal with routine, non-routine and unpredictable situations, with various degrees of complexity. Many times, it is hard to know the needed capabilities of these sociotechnical systems and/or they are not sufficiently developed them to deal with situations in a resilient way. It is important that sociotechnical systems, especially those dealing with uncertainties, like cases that they deal with risk of disasters, continually assess their resilience, to know their deficiency and real capacities, and then, to take good decisions and act. This work had the main objective to develop an indicator system to assess organizational resilience, related to the risks’ and disasters’ management of protection and civil defense agencies in Brazil. For this, it was developed a methodology in three phases, which were denominated as modeling. The Modeling I corresponded to the steps about the literature review, selection of indicators and their classifications according to the theoretical model developed. The information collected as this stage was used for the construction of the data collection instrument. The Modelling II was denominated as multiprofessional validation, because the indicators that compose the instrument of data collection were validated by managers and people that occupied key-roles in protection and civil defense agencies. Thus, it was possible to select the indicators with greater degree of utilization and importance, according to the perception of these individuals, to compose the final version of the measurement instrument of the organizational resilience. The Modelling III was comprised by case studies that had the objective to evaluate, from the operationalization of the instrument validated in the previous stage, the organizational resilience of five protection and civil defense agencies (OPDC) in five Brazilian cities. The collected data were evaluated and diagnosed for each one of the phases of cycle management of protection and civil defense, where the indicators were classified. The results showed that the agencies presented different diagnosis for each stage. In a general way, the final global diagnostic of resilience indicated OPDC5 as the most resilient, followed in this order by OPDC1, OPDC2, OPDC3 and OPDC4. It was concluded that the system of indicators developed in this study, allows a deep understanding of potentials and fragilities of resilience of the protection and civil defense agencies evaluated, helping them in the process of taking decisions, planning and implementing programs, guidelines and actions that can contribute to a reduction of risks and disasters in the cities they operate. It is inferred that, due to its adaptability, the system of organizational resilience indicators developed in this work has the potential for applicability in several protection and civil defense agencies in Brazil.Acesso AbertoGestão de risco de desastresResiliênciaIndicadoresÓrgãos de Proteção e Defesa CivilmasterThesisCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO