COMPETITIVE DIFFERENTIATION THROUGH ADAPTIVE CAPACITY - A CASE STUDY IN HEALTH AND SAFETY SERVICES: A CASE STUDY IN HEALTH AND SAFETY SERVICES
Sinopse
Small companies operate in contexts marked by variability, regulatory requirements and unexpected events. In Health and Safety Services (HSS) this combination makes organizational resilience and adaptability relevant to sustain performance and grow in a highly demanding and regulated market.
Objectives: Describe and understand how a HSS company built competitive differentiation through adaptive capacity, based on institutional milestones, including disruption caused by COVID-19, followed market expansions. Methodology: Retrospective case study using organizational history and process tracking to reconstruct decisions, certifications and creation of units; complemented by operational indicators and interpretative readings. Results: Expansion by creating adjacent units, maintaining service consistency through a central coordination hub with a small number of coordination functions that mobilize a large network of providers across the country. Certifications and authorizations reinforced legitimacy and scalable delivery. COVID-19 triggered a rapid reconfiguration of activity. As scale increased, the main constraint shifted from fixed capacity and responsiveness to coordination and margin management, culminating in coordination bottlenecks. Conclusions: Differentiation results from a resilient orchestration with local adaptations on the ground converted into routines, training and minimum standards while monitoring, buffers and governance maintain extensible coordination under pressure of growth and regulation.
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Este trabalho encontra-se publicado com a Licença Internacional Creative Commons Atribuição 4.0.
