Modelo de desdobramento da função qualidade adequado a produção da cerâmica vermelha

A presente dissertação representa uma contribuição na resolução dos problemas que se apresentam no setor das indústrias de cerâmica vermelha, apresentamos um modelo, baseado na estratégia do QFD (Desdobramento da Função Qualidade), na qual associa os requisitos dos consumidores na elaboração dos projetos do produto e dos processos de produção. A qualidade do produto é avaliada tanto no aspecto interno(especificações técnicas) quanto no aspecto externo (qualidades exigidas pelos clientes). A pesquisa mostra, além da realidade que vive o setor das indústrias de cerâmica, a importância e os atributos da qualidade definidos pelos consumidores relativo aos tijolos cerâmicos de vedação. O trabalho também mostra os resultados da aplicação do modelo numa das empresas do setor, através de desdobramentos da qualidade exigida, se estabelece a qualidade planejada, mostra ainda a posição da empresa em relação aos concorrentes em função do desempenho do produto. Procura-se ainda, através de sugestões de melhorias, atacar os problemas das falhas na qual geram o desperdício

O Prêmio Nacional de Qualidade e as políticas e práticas de recursos humanos :um estudo em empresas do setor de transporte público por ônibus da região metropolitana de Natal/RN

This work has goal of analyzing the practices of Human Resources in the per missionary enterprises of urban transportation, by bus, in the metropolitan region of de Natal, based on the standard person of the National Program of Quality 2004 and points if they are able to take part as prize-winning in this standard. Also this work aims, through a theoretical evolution of people management and its current practices, the history of the National prize Quality and its main standards, the importance of the urban transportation, its characteristics and the system itself in the metropolitan region of Natal. The research was carried out in 11 enterprises that operated in the area, with several dimensions and forms of management. The research variations were based on the standard person of the 2004 NPQ that deals with the system of work, preparation and development and life quality. In the statistical treatment, discriminated and exploiting analyses were applied. The main obtained results through the research, we can verify an administrative centralization in managers and owners hands; that 45% of the enterprises don t have a Human Resources Department, however, on the other hand, they practice some human Resources politics, indicated by the variations; as to the items system of work, 55% of the enterprises are able; preparing and development, 43%

Preparando pessoas para a qualidade :um estudo na Empresa de Correio do Brasil

This essay aims to analyze different aspects regarding employees satisfaction about their work environment in order to preparethem to deal with quality programs. The study was developed through field and bibliographic research, which was turn in to a comparative analysis between the results obtained in a pilot research and the results from a final research applied to Brazilian Mail enterprise that got the bronze award of the Federal Government Quality Award. The main issue is to define where to act so that employees will be ready to deal with a quality program, identifying why they consider important, their influence in the insertion of the program and the relationship between satisfaction in the work environment and the success of such insertion

Sistema de gestão da qualidade na hotelaria :um estudo comparativo da ISO 9000 com os modelos de classificação no Brasil

Este trabalho tem como objetivo estudar os sistemas de Classificações existentes para a garantia da gestão da qualidade no setor hoteleiro, tendo como foco principal a Matriz de Classificação para os Meios de Hospedagem da EMBRATUR e a ISO 9000, observando os benefícios que esses sistemas e/ou processos de gestão poderão vir a proporcionar para o setor hoteleiro no que se refere à qualidade de seus serviços. Para a obtenção dessas informações foi realizada uma análise comparativa dos sistemas de gestão da qualidade através de pesquisas bibliográficas e de questionários enviados para empreendimentos hoteleiros certificados e classificados, onde os principais resultados fornecidos pela pesquisa foram trabalhados de forma a apresentar, de maneira clara, a superioridade de um sistema em relação ao outro

Gestão ambiental e competitividade no setor da construção civil :um estudo sobre a aceitabilidade de práticas ambientais no mercado imobiliário

This work investigates the importance of Eco-Materiais applied in the civil construction and the necessity of knowledge of the real estate market, showing the importance of application of recycled products where inserted inside of a bigger scope of the sustainable development which has the subjects as the ambient management. In the theoretical referencial boarded the recycled and perfectly ecological products that demonstrate the applicability of this type of products in the sector of the civil construction, beyond the economic and social placesThe main popouse of the real estate sector is to show the awareness and demonstration in the negotiation of property constructed with these products, therefore, already it is practised by the market of the civil construction where much time sao commercialized by real estate and the its correctors lacking in same knowledge that is more deepened on these materials, having this evidence been made with statistical application of questionnaire and analyzed with base. We finish showing the statistical results with application of 142 questionnaires in a universe of 145 real estate from Natal/RN. With this, we may say that today exists a very strong concern with the environmental laws and the generated ambient impact in the civil construction and that the real estate sector has a feeling that the necessity of if inserting in this process, therefore, the real estate market in our State is in expansion and sensible to the necessity of changes, since the Natal/RN meets in the script of the tourism the International demanding of the professional that a globalized knowledge works with property, so the necessity of understanding the environmental laws and understanding application of the echo-materias used in the construction will give a better quality of life and at the same time to protect the nature

Modelo de gerenciamento de estoques de peças de reposição para empresas de transporte urbano de passageiros

This work searches to offer a model to improve spare parts stock management for companies of urban passenger transport by bus, with the consequent progress in their maintenance management. Also known as MRO items (Maintenance, Repair and Operations), these spare parts, according their consumption and demand features, cost, criticity to operation, lead-time, quantity of suppliers, among other parameters, shouldn´t have managed their inventory like normal production items (work in process e final products), that because their features, are managed by more predictable models based, for example, in economic order quantity. In the case specifically of companies of urban passenger transport by bus, items MRO have significant importance in their assets and a bad management of these inventories can cause serious losses to company, leading it even bankrupticy business, in more severe situations which missing spare part provokes vehicles shutdown indefinitely. Given slight attention to the issue, which translates in little literature available about it when compared to that literature about normal items stocks, and due the fact that MRO items be critical to bus urban transport of passengers companies´, it is necessary, so, deepen in this theme searching to give technical and scientific subsidies to companies that work, in many times, empirically, with these so decisive inputs to their business. As a typical portfolio problem, in which there are n items, separated into critical and noncritical, while competing for the same resource, it was developed a new algorithm to aid in a better inventory management of spare parts used only in corrective maintenance (whose failures are unpredictable and random), by analyzing the cost-benefit ratio, which compares the level of service versus cost of each item. The model was tested in a company of urban passenger transport by bus from the city of Natal, who anonymously provided their real data to application in this work

Os princípios da organização focada na estratégia: um estudo em empresas vencedoras do prêmio nacional de qualidade

The Balanced Scorecard (BSC) has been used as a communication tool and strategy monitoring, helping organizations alignment, inserting a new vision with integrated use of performance indicators nonfinancial together with some financial measures. Their proper use leads to a new management style, focused on management strategies, using for this, basically three dimensions: strategy, which should be translated as the primary responsibility for the organizational agenda, the focus that should be concentrated, and the organization with the mobilization of employees. This paper deals with theoretical considerations about strategies, strategic planning, BSC and principles of the organization focused on strategy (OFE). Describes a study of four companies that won the National Quality Award - PNQ, among which, three have adopted the BSC and adopts a particular model of strategic management. The research aimed to make an analysis of the companies regarding adherence to the five principles of OFE, proposed by the BSC, seeking to answer whether the use of BSC is a prerequisite for accession to the Principles of OFE. The results showed that the BSC is a strategic management model that promotes focus and organizational alignment and is a major facilitator in the process, however, cannot be considered a prerequisite for accession to the principles of the OFE, because the four companies studied, including the one that adopt its own model of strategic management, have great levels of adherence to such principles. Making the organization focused on strategy can be considered a natural movement essential for the strategic management, which is not necessarily conditioned by the use of BSC

Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

Elaboração de um plano de gerenciamento integrado de resíduos sólidos no restaurante universitário da Universidade Federal do Rio Grande do Norte

The concern about preservation of the environment reaches different layers and sections of global society. The environmental prior quality of our planet can only be reached through changes in the attitudes taken in relation due to the waste generated by society, this also lead involving the education sector, in example of the Superior Education Institutions where the concept of ambiental management needs to gain a growing space.In the Federal University of Rio Grande do Norte, can be found the Universitary Restaurant as an example of a Food and Nutrition Unit, it is a restaurant destined to provide services to the academic comunity with the production and distribution of meals. In this operational context the work itself aims subsidies and funds to the search of as minimal generation of residues as possible, applying environmentally correct processes and practices. The work was developed in the period of September to October of 2009 in the Universitary Campus of Federal University of Rio Grande do Norte, in the Universitary Restaurant of the referred institution. The project involved all the employees of the restaurant and used like method the action survey. The produced waste was characterized, arranged according with it s nature (organic or inorganic) classificated following the NBR ISO 14004, adapted by Kinasz (2004) that adjusts the Standards to the specific reality of Food and Nutrition Services being diagnosed an expressive amount of produced waste in the Universitary Restaurant, it can be assured that a culture of wasting is very present and exists, contributing to the rise of solid residues, damaging the environment and consequently reflecting in the costs and expenses of the Unity, a known fact that characterizes and justifies the need of a promoting and active action that leads to positive reflexes in the economic and environmental area, drafting a Plan for Integrate Management of Solid Residues on the Universitary Restaurant of Federal University of Rio Grande do Norte

Qualidade do serviço em organização do terceiro setor: um estudo na casa de apoio à criança com câncer

The research aimed identify how the quality of services provided by Casa de Apoio à Criança com Câncer Durval Paiva is perceived by its users, giving an opportunity of improve their performance in social services provision pointing out the failures experienced, the institution will have the user as a important partner in fails identification, serving as a subsidy to the actions of correction and improvement to such situations demands. With this work implementation will be observed contributions that will permeate to the fields of theory and practice, enabling progress and enrichment on the subject. The theoretical contribution is observed as this work execution will provide greater advance about the models developed for the third sector. The proposed work will raise awareness issues about the full potential of the social economy, with regard to the quality of services provided by organizations, allowing a better definition of priorities on their development. The study addressed three issues: identifying the people that receive support of the Casa Durval Paiva, identifying what is the level of satisfaction of families served and evaluate the services provided by Casa Durval Paiva that demand improvements in the perception of families assisted. Found a demand for services has been found that the institution has a multidisciplinary team with a high level of professionalism, and supervised with students of various educational institutions and many volunteers to complement the actions of individual professionals. Was measured a high satisfaction of users of the services provided by Casa Durval Paiva

A gestão da qualidade nos cursos de graduação a distância da UFRN/SEDIS : a percepção dos discentes

This dissertation has as objective at analyzing the students' perception about the quality of graduate courses distance of the Federal University of Rio Grande do Norte, which was motivated by the following research problem: the perception that graduate students of the distance of the UFRN have on the quality of the undergraduate? To this end, we sought to gather evidence for a satisfactory approach that addresses the complexity of the subject studied: quality management, distance learning and quality in the Higher Education Institutions. We chose to adopt as a research method, case study on the procedure of the research, exploratory research-descriptive about the objective and quantitative research when tackling the problem. The object of the study were six graduate courses distance UFRN/SEDIS, having as target the students of the courses. The sample was calculated using the Stratified sampling on which 217 students, the courses surveyed were selected. The survey instrument consisted of 21 structured questions, of which seven questions designed to identify the profile of students, seven issues of perceptions (manifest variables) on quality management in distance learning, where students have given values (responses) for 24 statements (which address the central theme of this dissertation) composite based on a 5-point Likert s scale, and six questions about general characteristics that may interfere with students' perception about the quality. Was used as statistical method (data analysis), descriptive statistics and exploratory factor analysis. The results show the identification of four latent factors (obtained by exploratory factor analysis), namely: (1) infrastructure and management - polo presence, (2) teaching-learning processes, (3) communication tools and integration; (4) tutors. We also observed that aspects related to infrastructure and management at the pole face had the lowest score among the factors observed, requiring special attention by the education institution. On the other hand, teachers and teaching learning processes were the items with better performance in the perception of students. It is concluded that the perception of students in relation to quality in distance education courses, the median is trending positive perception, ie the perception of overall quality of the courses is not assertive and unison, but tends to positive perception. Thus, the results, it is expected that the managers of the institution to focus attention on critical points in order to minimize them (or eliminate them) and maximize the positive aspects that are perceived by the students

Egressos na avaliação da qualidade de um curso: o caso da Engenharia de Produção da UFRN

This thesis aims at analyzing the perspective of graduates perceived quality of an undergraduate course in order to contribute to continuous improvement. In order to achieve the proposed objectives, we performed a literature search, seeking together the work surrounding this issue, with the intent to update the concepts discussed today on the subject studied, they are: quality management, quality in higher education institutions and the system national assessment of higher education - Sinaes. The methodology is characterized as a case study, quantitative, and the object of study is composed of students who graduated from Production Engineering, Federal University of Rio Grande do Norte, which includes students who graduated from 2002 to 2010; data collection was done through the survey instrument, questionnaire, available online through SurveyMonkey interface, data analysis was done by means of descriptive statistics and multivariate analysis, including factor analysis. The proposed survey instrument consists of questions nineteen and twenty statements that address the central theme of this dissertation. The results show the identification of four latent factors (obtained by exploratory factor analysis), through two perspectives, the analysis of perception and importance, the results were similar in terms of the variable factors. The first factor was related to the support given to students, a factor known to support two extra class, the third factor related aspects of the library, and finalizing the evaluation and approached a factor of 4 facilities. Through research it was concluded that this study presents several points to be improved by the management team, and recommended to continue to evaluate the perceptions of graduates, seeking continuous improvement in service delivery by the university

Otimização de escalas de serviço de tripulações estudo de caso em uma empresa de transporte urbano na região metropolitana de Natal/RN

This work aims to "build" rostering urban bus crews to minimize the cost of overtime. For this purpose a mathematical model was developed based on case study in an urban transport company in the metropolitan region of Natal. This problem is usually known in the literature as the Crew Scheduling Problem (CSP) and classified as NP-hard. The mathematical programming takes into account constraints such as: completion of all trips, daily and maximum allowable range of home and / or food. We used the Xpress-MP software to implement and validate the proposed model. For the tested instances the application of the model allowed a reduction in overtime from 38% to 84%

Análise da atividade de trabalho profissional de gerentes de hotel à luz da abordagem da ergonomia

This Masters degree dissertation presents a research that aims at analyzing the activities regarding within a hotel managers work in Natal/RN - Brazil, This Masters degree dissertation presents the research that aims at analyzing the activities regarding the hotel managers work in Natal / RN - Brazil, performing diagnosis of their activities and relating the aspects that impact the quality and productivity of hotel services and managers occupational health. This research is characterized as a case study with a qualitative approach, taking the method of Ergonomic Work Analysis which is the analysis of the managers work activity as a reference to the focus; and combining the use of observational and interactional methods. Ergonomics and macroergonomics are used in this study not only to understand the physical, cognitive and organizational constraints of the manager s duties, but also to characterize the work organizational architecture and design of that hotel. High workload, accumulation of tasks and diversion of functions performed by managers were noticed, increasing thereby the physical and psychological suffering for them. It was found that the activity of managers is characterized by the ambivalence of power, limited autonomy, cooperation, interdependence between managers and the fear of incompetence. It was also noticed that managers devote more time to the day job (37%), another time to sleep (30%), while only 33% of the rest of the day are meant for activities like taking care of health, family, social life and study. Although there are few studies addressing the health and safety of hotel managers, this research revealed that 84% of the surveyed hotel managers complain of musculoskeletal pain which 50% are obese and are 100% sedentary. It was also observed that managers adopt unsuitable postures for carrying out the work activities that contribute to becoming injured or work-related musculoskeletal disorders in the near future. Ergonomic measures were recommended as an investment in the skills and the training of managers, encouraging cooperative work, appropriateness of workload, limiting overtime, preserving the enjoyment of breaks during work and weekly holidays, changing the layout of the work sector , usage of communication technology to prevent displacement, compensatory physical activities, furniture adaptation, among others

Gestão ambiental em cadeias produtivas agroindustriais: um estudo em um aglomerado produtivo da caprinovinocultura no Estado do Rio Grande do Norte

This thesis aims to investigate the perception and behavior of goat and sheep rural producers from Central Cabugi Region of Rio Grande do Norte state, in terms of the sector competitiveness, the cooperation mechanisms, information and environmental practices integration in the supply chain, including their customers, and also among the local producers and other institutions that support this agribusiness cluster. The research problem is related to the environmental impacts from goat and sheep breeding. This problem can also be intensified by the organization of producers in a cluster. Then, it is important to examine how the environmental issues are considered by the rural producers and their perception of their suppliers, customers and the institutions that support this activity. The methodology used in this work involved literature review of the topics of supply chain management, green supply chain, clusters development and sustainable livestock. An exploratory survey research was also conducted by personal interviews using questionnaires. Three statistic techniques were used to compile the gathered data: descriptive statistics, cluster analysis, and Chi-square tests. Two clusters were found in this study, however, the entire sample believes the sector of goat and sheep breeding is a medium competitive activity. On the other hand, for the variables of the importance of environmental practices for competitiveness , perception of environmental impacts and environmental benefits from farm vegetation management , the research found 2 distinct groups of individuals when those variables were analyzed together the green supply chain management group of variables in the cluster analysis. Beyond competitiveness perception, no degree of difference was found for the use of insecticides too. The chi-square tests present that producers having at least elementary education, lands bigger 100 hectares and located in the cities of Angicos or Lajes tend to have a higher perception to supply chain management and environmental awareness issues than those with no or incomplete first-level education, producing in lands smaller than 100 hectares and located in the cities of Afonso Bezerra or Pedro Avelino. The chi-square tests also show the amount of milk produced, family s income and associational condition are not related with the variables used in the clusters composition. In this context, this work contributes to planning clusters development strategies and enhancing the production chain sustainability. This Master of Science Thesis can also help to introduce the environmental variable in the project, assessment and monitoring of development policies as well