Management of intellectual capital at the Post Office

This study aimed to show how post offices managers manage their intellectual capital. It was decided to carry out a two-stage study: documentary analysis and research survey. In the first stage, strengths were identified about the management of intellectual capital of the post offices: a job and salary plan adjusted with the professional development policy, creation of the Inova post offices program, and identification of customer needs and expectations. In the second stage, 37 agency managers from the city of Sao Paulo highlighted the importance of some indicators related to the three dimensions of intellectual capital: employee satisfaction, process efficiency, quality of processes, post offices customers and client portfolio management. The need for improvement in several indicators by the company is emphasized, as well as the implementation of tools to control and measure intellectual capital, with the purpose of aggregating value and business continuity.