Benefícios e dificuldades na adoção de um sistema de gestão da qualidade no Rio Grande do Norte

Taking competitive advantage or satisfy the client are the reasons why companies have been implementing a Quality Management System (QMS). It brings benefits such as the improvement in the processes, products and services; an enhancement in the image of the company (marketing) and satisfaction of the clients. As a whole, this paper aims to evaluate the results obtained from the implementation of the QMS in the certified companies in the ISO 9001 standard, contained in the database of INMETRO, of the Rio Grande do Norte State (RN). In order to achieve the goals, a bibliographical research about the theme quality management system was made and, subsequently a survey was made with the managers of the certified companies in RN, using the online questionnaire. Out of 27 companies that have the certificate in Rio Grande do Norte, 21 responded the data collection instrument. The data analysis was made through techniques of descriptive and multivariate statistics: cluster analysis. The research instrument used contained 20 questions that address the main theme of this dissertation. Using the cluster analysis, four groupings that possessed similarities concerning the survey answers were found. This analysis allowed us to conclude that the QMS boosts significant improvements in the organizations, such as: quality in the reputation of the company and sales increase. On the other hand, it allowed us to identify as main difficulties: the dissemination of the quality culture, lack of commitment of the whole organization and the resistance of the workers

Gestão de satisfação e fidelidade do cliente: um estudo dos fatores que afetam a satisfação e fidelidade dos compradores de automóveis

This Master s thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyer s satisfaction and loyalty. A sample of 91 customers was surveyed among new cars buyers of one brand in Natal city, Brazil, and the data was analyzed using multiple regression analysis. The literature review covers subjects such as customer satisfaction, management system, customer satisfaction measurement index models. The main findings suggest that satisfaction with the car brand is mainly influenced by customization of the service, time for accomplishing servicing, and the way the dealer handle complains. Regarding the dealer itself the main variable related to satisfaction is also time for accomplishing servicing. Considering customer loyalty, the customer satisfaction with the dealer explain strongly the loyalty with the brand/manufacturer. Also, the satisfaction, affective commitment and complains handling were found related to loyalty, as the stronger variables explaining the loyalty variance. One main conclusion is that service provided by dealers is one key factor influencing the customer satisfaction and loyalty in auto industry

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

The management of water resources in the river basin level, as it defines the Law nº 9433/97, requires the effective knowledge of the processes of hydrological basin, resulting from studies based on consistent series of hydrological data that reflect the characteristics of the basin. In this context, the objective of this work was to develop the modeling of catchment basin of the river Jundiaí - RN and carry out the study of attenuation of a flood of the dam Tabatinga, by means of a monitoring project of hydrological data and climatology of the basin, with a view to promoting the development of research activities by applying methodologies unified and appropriate for the assessment of hydrological studies in the transition region of the semiarid and the forest zone on the coast of Rio Grande do Norte. For the study of the hydrological characteristics of the basin was conducted the automatic design of the basin of the river Jundiaí, with the aid of programs of geoprocessing, was adopted a hydrological model daily, the NRCS, which is a model determined and concentrated. For the use of this model was necessary to determine some parameters that are used in this model, as the Curve Number. Having in mind that this is the first study that is being conducted in the basin with the employment of this model, it was made sensitivity analysis of the results of this model from the adoption of different values of CN, situated within a range appropriate to the conditions of use, occupation and the nature of the soil of this basin. As the objective of this study was also developing a simulation model of the operation of the Tabatinga dam and with this flood control caused in the city of Macaíba, it was developed a mathematical model of fluid balance, developed to be used in Microsoft Excel. The simulation was conducted in two phases: the first step was promoted the water balance daily that allowed the analysis of the sensitivity of the model in relation to the volume of waiting, as well as the determination of the period of greatest discharges daily averages. From this point, it was assumed for the second stage, which was in the determination of the hydrograph of discharges effluent slots, that was determined by means of the fluid balance time, on the basis of the discharges effluents generated by a mathematical equation whose parameters were adjusted according to the hydrograph daily. Through the analyzes it was realized that the dam Tabatinga only has how to carry out the attenuation of floods through the regularization of the volume of waiting, with this there is a loss of approximately 56.5% on storage capacity of this dam, because for causing the attenuation effect of filled the shell of this dam has to remain more than 5m below the level of the sill, representing at least 50.582.927m3. The results obtained with the modeling represents a first step in the direction of improving the level of hydrological information about the behavior of the basins of the semiarid. In order to monitor quantitatively the hydrographic basin of the river Jundiaí will be necessary to install a rain gauge register, next to the Tabatinga dam and a pressure transducer, for regular measurements of flow in the reservoir of the dam. The climatological data will be collected in full automatic weather station installed in Agricultural School Jundiaí

Escritório de projetos: proposta para implantação em uma empresa aeroportuária

Given the growth demand for air transport allied to the need of adequacy of the infrastructure of the airports the need arises for the elaboration and Project Deployment enhancements to to the administrative management with efficiency and effectiveness of processes. The present dissertation aims to develop an organizational and operational proposal to management improvement projects an airport midsize business. The state of art literature contemplated the following topics: project management, project office; improvement approaches; improvement projects and technical and support improvement projects and project management tools. The research method is characterized as a case study of a qualitative nature. The validation of the proposal was carried out through a focus group with the participation twelve representatives of the administrative areas of an airport-sized Brazilian midfielder with the objective of validate the proposed organizational structure and operational procedures and to identify the barriers to implementation of the proposal. The result of the work presents an proposed considering the integration of the project office with the organizational structure of the administration, the conception of the project office, operating procedures and the directives for implementation

Gestão do sistema de produção e práticas enxutas adotadas nas indústrias paraibanas: um estudo multicaso

The evolution of the practices and strategies of manufacturing management, over the years, has made many companies realign their production systems in order to raise their competitiveness and operational performance. However, in most cases these changes are made in a heterogeneous manner, which ends up leaving the production system without a defined goal, which may end up damaging the managerial strategies of the organization as a whole. Thus, some organizations seek to use techniques and/or successful production practices used by other companies, believing can be able to reproduce the same results. An efficient production system must be fully planned and appropriate to the strategic objectives of the organization. Thus, this paper aims to identify the manufacturing management strategies adopted in paraibanas industries, as well as identify the lean practices used by them. Thus, a qualitative study was conducted, using as methodological basis the multicase study. Were made: direct observations, semi-structured interviews and questionnaires applied to those responsible by the production sector of the participating companies. As a result, it was possible to identify the type of manufacturing management system adopted by companies. Where it was detected that Company A uses a system of Modern Mass Production with focus on productivity and low cost and the Company B is using Lean Manufacturing system focused on quality and diversity. In the two organizations was possible to realize the application of lean practices where the Company what does not use the LM, possessed lean practices in standard extremely mature of utilization.

Análise da atividade cognitiva do operador de sala de controle da produção de controle da produção de petróleo on-shore: uma abordagem da ergonomia para a gestão das restrições do sistema sociotécnico

This master's thesis aims to analyze the activity of the operators in a control room of the processes of production on-shore petroleum, with a focus on sociotechnical restrictions that interfere in the decision-making process and the actions of operators and therefore, the strategies (individual and collective) to regulate and maintain the operator action required and the safety of the system, together. The activity in focus involves the supervision and control of the production of thousands of barrels of oil/day in a complex and dispersed production’s structures built in an extension of 80 km. This operational framework highlights the importance of this activity for the fulfilment of the targets local and corporate efficiency, good management of the environment, health and safety of operators. This is an exploratory research and in the field, which uses the methodology of Ergonomic Analysis of the Work, composed of observational techniques and interactional, having as locus control room of the processes of production on-shore oil of an oil company. The population of this research is formed by operators in the control room of an Brazilian oil company. The results showed that the supervisory activity and control of the superheated steam injection is an complex context, demands greater attention, concentration, calculations, comparisons, trend analysis and decision making. The activity is collectively constructed between the control room operator, field operator and the supplier of steam. The research showed that the processes of communication and collaboration between the control room , fields and support staff are the key elements of this activity. The study shows that the operators have the autonomy and the elements necessary for work; and that there is continuous investments to improve the technology used and that the operators report sleep disturbances as a result of chronic exposure to night work. The study contributed with proposals for transformation of this activity: with regard to the installation of a area reserved for food in control room, the update the screens of the supervisory current operating condition, the periodic visits by room operators in the field, standardization of production reports, development assistance and standardization of nomenclature of controlling stations steam systems, to improve the conditions of realization of the activity, improve the quality of products produced by operators and contribute to reduce the possibility of slips or shifts in the activity.

Um modelo de portfólio para gestão estratégica de compras hospitalares

O presente estudo, baseado no modelo teórico de portfólio de compras proposto por Kraljic (1983), apresenta um modelo de portfólio de compras voltado para gestão de compras hospitalares, por meio da aplicação do método de decisão multicritério Fuzzy-TOPSIS. Para fins de exemplificação do método, a pesquisa foi aplicada em um Hospital de grande porte localizado em Natal/RN e teve como amostra doze itens de compras. Os itens foram avaliados pelo grupo de decisores nas dimensões de importância da compra e complexidade de fornecimento, sendo cada dimensão composta por quatro critérios. Por meio da utilização do método Fuzzy-TOPSIS e de regras de decisão, os itens foram classificados entre as categorias: estratégicos, gargalos, alavancagem e não-críticos. O resultado dessa etapa identificou três itens estratégicos, seis itens gargalos, um item de alavancagem e dois itens não-críticos. Para os três itens classificados como estratégicos, foi aplicado o método Fuzzy-TOPSIS visando a identificar o posicionamento estratégico do Hospital em relação aos fornecedores desses itens, a partir da avaliação das dimensões força do mercado fornecedor e força da empresa compradora, sendo cada uma composta por quatro critérios. Nessa etapa, foi identificada uma postura de balanceamento das forças. Conclui-se a efetividade da ferramenta de portfólio de compras para gestão hospitalar, proporcionando uma visão mais clara das características, inerentes ao processo de compras nesse contexto complexo. O método Fuzzy-TOPSIS apresentou-se como uma ferramenta flexível, capaz de lidar com problemas de classificação, gerando resultados satisfatórios e contribuindo para a tomada de decisão.

Inovações institucionais na pesquisa agrícola na América Latina e no Caribe

PEDRO, Edilson da Silva; SALLES-FILHO, Sergio; MENDES, Paule Jeane. Inovações Institucionais na Pesquisa Agrícola na América Latina e no Caribe. In: SIMPOSIO DE GESTAO DA INOVAÇAO TECNOLOGICA, 24., 2006, Gramado. Anais...Gramado: ANPAD, 2006.

Gestão da cadeia de suprimento e vantagem competitiva: uma análise em setores industriais a partir da visão relacional

This work has as its main purpose to investigate the contribution of supply chain management in order to obtain competitive advantage by companies from the textile industry and from Ceará footwear industry, focusing its analysis mainly in the interorganizational relations (dyadic). For this, the theoretical referential contemplates different explanatory streams of the competitive advantage, detaching the relational perception of the resources theory, as well as, the main presuppositions of the supply chain management which culminates with the development of an analysis sample that runs the empirical study; the one which considers an expanded purpose of the supply chain which includes the government and the abetment institutions as institutional environment representatives. Besides supply chain management consideration as a competitive advantage source, the work also tried to identify other possible competitive advantage sources for the companies of the investigated sectors. It represents a study of multiple interpretive cases, having four cases as a total; meaning two cases in each one of the sectors, which used as a primary data collecting instrument a semi-structured interview schedule. Different methods were used for the data analysis, the content analysis and the constant comparison methods, the analytical procedure originated from the grounded theory research strategy, which were applied the Atlas/ti software recourse. Considering the theoretical referential and the used analysis sample, four basic categories of the work were defined, including its respective proprieties and dimensions: (1) characteristics concerning to the relationship with the supplier; (2) the company relations with the government; (3) the company relations with the abetment institutions and; (4) obtaining sources of competitive advantage. In general, the applied research in the footwear sector revealed that in the relationships of the researched companies related to its suppliers, there is a predominance of the partnership system and the main presuppositions of the supply chain management are applied which contributes for the acquisition of the relational competitive advantage; while in the textile sector, only some of these presuppositions are applied, with little contribution for the relational competitive advantage. The main resource which was accessed by the companies in both sectors through its relationships with the government and the abetment institutions are the tax incentives which, for the footwear companies, contribute for the acquisition of the temporary competitive advantage in relation to the contestants who do not own productive installations in the Northeast region, it also conducts to a competitive parity situation in relation to the contestants who own productive installations in the Northeast region and to the external market contestants; while for the companies of the textile sector, the tax incentives run the companies to a competitive parity situation in relation to its contestants. Furthermore, the investigated companies from the two sectors possess acquisition sources of the competitive advantage which collimate with different explanatory streams (industrial analysis, resources theory, Austrian school and the dynamic capabilities theory), although there is a predominance of the product innovation as a competitive advantage source in both sectors, due to the bond of these with the fashion tendencies

Mapeando fundamentos do Constructo Neuromarketing com profissionais de empresa de publicidade

This study aims to acknowledge the domain level and influence of the neuromarketing construct. This is done considering professionals at advertising agencies in Brazil. The presence of concepts related to this new approach is very little divulged, and there are little analysis performed on this area. Thus, the research is of qualitative and exploratory nature and used as primary fonts books, articles related to marketing, neuroscience, and psychology as well as secondary fonts. A profound interview was realized aiming the main advertising agencies in Brazil. The public was composed by managers responsible for planning. A content analysis was performed afterwards. The advances related to the brain science have permitted the development of technological innovation. These go primarily towards knowledge and unconscious experiences of consumers, which are responsible for the impulse of decision making and consumer behavior. These issues are related to Neuromarketing, that in turn, uses techniques such as FMRI, PET and FDOT. These scan the consumer s brain and produces imagines on the neuron s structures and functioning. This is seen while activities such as mental tasks for the visualization of brands, images or products, watching videos and commercials are performed. It is observed that the agencies are constantly in search of new technologies and are aware of the limitations of the current research instruments. On the other hand, they are not totally familiar with concepts related to neuromarketing. In relation to the neuroimage techniques it is pointed out by the research that there is full unawareness, but some agencies seem to visualize positive impacts with the use of these techniques for the evaluation of films and in ways that permit to know the consumer better. It is also seen that neuroimage is perceived as a technique amongst others, but its application is not real, there are some barriers in the market and in the agencies itself. These barriers as well as some questioning allied to the scarce knowledge of neuromarketing, make it not possible to be put into practice in the advertising market. It is also observed that even though there is greater use of neuromarketing; there would not be any meaningful changes in functioning and structuring of these agencies. The use of the neuro-image machines should be done in research institutes and centers of big companies. Results show that the level of domain of the neuromarketing construct in the Brazilian advertising agencies is only a theoretical one. Little is known of this subject and the neurological studies and absolutely nothing of neuroimage techniques

As pessoas na organização e o (re)alinhamento estratégico: o modelo de gestão da Alesat combustíveis em Natal/RN

Este trabalho consiste num estudo de caso na empresa Alesat cujo objetivo geral foi compreender o modelo de gestão de pessoas adotad por uma empresa norteriograndense à luz do modelo estratégico de gestão de pessoas. O estudo baseouse na literatura de Albuquerque (2002); Ashton, Haffenden e Lambert (2004); Fischer (2002); Legge (1995); Mascarenhas (2008); Tanure, Evans e Pucik (2007), Ulrich (2000) e Vasconcelos (2006), dentre outros, paa apreender como os profissionais que atuam no delineamento de estratégias e operacionalização das ações de recursos humanos concebem o seu posicionamento e eventual alinhamento à estratégia organizacional. O método analisou e descreveu o modelo de gestão de pessoas da empresa campo do estudo. A coleta de dados contou com a realização de entrevistas semi-estruturadas com os 05 gestores de RH que atuam na matriz (Natal/RN). Também foram coletados dados secundários, além de documentos e comunicações internas da empresa que tocam ao RH. Os dados coletados foram analisados à luz da análise de conteúdo de Bardin (1977). Através da análise, foi possível identificar políticas e práticas de RH que perpassam um modelo de gestão de pessoas bem definido e consolidado, com impactos mensuráveis no desempenho organizacional. Percebeu-se, também, a forte disseminação de uma cultura organizacional com foco no posicionamento estratégico e na informalidade e proximidade das relações, que permeiam o modelo de gestão de pessoas. Concluiuse a coerência entre as políticas estratégicas da empresa e as de recursos humanos. A pesquisa apreendeu as interfaces do modelo de gestão estratégica de pessoas da empresa; estas implicam uma alternância entre pensamentos e atitudes vinculados à versão hard, onde o papel das prática de RH é garantir que as pessoas alcancem os objetivos empresariais; e à versão soft, onde o papel do RH é desenvolver o capital intelectual e humano para diversificar os negócios e alcançar resultados sustentáveis e diferenciados. O salto qualitativo atingido pela Ale pode ser atribuído ao fato de possuir um RH situado hierarquicamente na alta cúpula da empresa, em posição de consultoria interna o que oferece perspectivas de atuação que vão muito além das rotinas operacionais desenvolvidas por boa parte das empresas no Brasil

Análise da gestão da cadeia de suprimentos de um supermercado varejista através da utilização do modelo SCOR

In the last decade the complexity of the environment in which organizations are embedded increased dramatically, having on one side the increasingly demanding consumers in regard to the quality and value of the product and the other companies with the need to reduce operating costs in order to achieve greater profitability, without this there is a downturn in growth or market share powers. In this context the necessity of effectively structuring actions relating to the line with the operational work processes so that business objectives are achieved organizational strategic planning, ensuring the competitiveness of the organization. This study aims to analyze how you have made the management of the supply chain in a grocery retailer in the light of guidelines of Supply Chain Management by using the SCOR model. For realization of this study a survey was needed, classified according to their goals, exploratory and descriptive as to its procedure, document, field and case study. Thus, the processing of data will be qualitative merit, using the thematic categorical analysis of Bardin (1977). Thus, to obtain data interviews together the operational and strategic management of a company that was named Supermarket Omega were performed. After analyzing the information obtained is perceived that there is an effort of the organization enhance its management of the supply chain. However, there is a lack of alignment between the various areas that compose it. About their work processes, we stress that the focus of the company is still very directed on sailing than profitability, although it is undergoing a transformation in its organizational culture However, records the existence of many improvement projects in developing. Thus, it can be noticed that there is some consistency between the assumptions of the SCOR model and applied within the supply chain Omega Supermarket, although a greater effort to better align with the model still needs to be studied