ANALYSIS OF PEOPLE MANAGEMENT BY COMPETENCIES AND ITS IMPACTS ON OPERATIONAL PROCESSES: A CASE STUDY IN A GAS STATION NETWORK

Abstract

This article explores the crucial role of competency-based people management in modern organizations, highlighting how this approach directly impacts organizational performance and financial results. The research was carried out in a network of gas stations based in Goiânia/GO, covering five Brazilian states. The study shows how the inadequate selection of professional profiles can compromise the efficiency of processes, generating high costs and high turnover. Tools such as the PDCA cycle and the Pareto Chart were used to identify failures and propose improvements in the people management process, demonstrating that the correct implementation of a competency-based model promotes significant gains in efficiency, reduction of errors and continuous improvement.