Gestão estratégica no terceiro setor: uma análise comparativa da construção de mapas estratégicos de organizações sem fins lucrativos

The strategy has an important role in organizations by identifying factors that need to be emphasized to organizational success and strategic map currently contemplates as a preview of organizational strategy, prepared from your planning. Third sector organizations need to take a competitive posture, establishing a sustainable position and maximizing the use of resources towards their social or humanitarian goals. This research aims to investigate the process of building strategic maps of two non-profit organizations by identifying and characterizing the steps common to these organizations. The research is characterized as qualitative descriptive and applied knowledge. Developed from bibliographical reviews and participant observation gathered in a case study, the data was collected in two third sector organizations and the results show that how to conduct the process may influence directly on your result lists. Among the steps identified, emphasis can be given to the formation of a team, the definition of strategy, the definition of strategic objectives, the gathering of those goals into perspective and the identification of the cause-effect relationship that relate. Marked as optional, but effective, conducting an event outside the premises of the company to complete the process, or any portion thereof. However, stands out as essential the active participation of senior management in the process, as a way to give credit to the initiative. These steps, its characteristics and its factors are described from comparisons between the processes adopted by the organizations surveyed

Fatores que afetam a satisfação de pacientes em serviços de saúde :um estudo em setor ambulatorial de hospital

This thesis shows concepts and models related to customer satisfaction measurement, focusing in detail on patients satisfaction evaluations in a policlinic sector of a hospital located in Natal RN. To reach this aim, two hundred and fifty one patients of this hospital were interviewed. The methodology approach includes a theoretical basis through a review and study of previous research on the topic, governmental initiatives and management systems which deal with excellence and need more reports concerning customers perceptions about satisfaction. Furthermore, it was included some models of nationals index about customer satisfaction. The Norwegian model was used in this thesis. The use of this approache, together with a multiple regression analysis, led to results that shows the factors which affect patients satisfaction in a policlinic sector. They are four as following: The evaluation of physician attendance; its results; simplicity of accessibility when health services are needed; and both support and tranquility given by the hospital. The study results can support researches of a conceptual model to determinate the aspects which affect the patient s satisfaction and could be a contribution to a development of a national costumer satisfaction index

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%

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

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

Estratégia de operações no varejo: um estudo sobre perfilar mercado, produto e operações no setor de supermercados

The objective of this Thesis is to investigate the strategic alignment between market end operations in the retail supermarket sector applying the concept product profiling by Hill (1993). To the developing was utilized a methodology of the cases study had were a evolvement if the action research into on of the RedeMais supermarkets. Through the interview, discussion and direct action became possible collect information necessary to direction this work, absorbing and understanding the methodology and thought form, action and management. This work contribute to development the create of the model adapted of the manufactory to service, the product matrix of the Hill, in which serve a tool to uncover the origins of misalignment that occur over time and to illustrate the phenomenon to executives gone support to decision

Fatores da satisfação e fidelidade de clientes: um estudo no setor de telefonia móvel celular

This thesis deals with the factors affecting customer satisfaction and loyalty in the mobile phone telecom sector. It is adapted a model proposed by Johnson et al. (2001) of quality and loyalty antecedent factors. It is conducted a survey with a sample of 385 customers of mobile phone telecom sector in Teresina city, a capital of a Northeastern State of Brazil, and descriptives and multiple regression statistical analysis. The main findings related to satisfaction are that quality and service price are the significant factors affecting it. Regarding loyalty, satisfaction, image, affective commitment, and calculate commitment are the significant factors to explain it. The overall model used fairly explain the satisfaction and loyalty outcomes

Passivo ambiental e o setor de exploração de petróleo em terra: abordagem teórica e percepção institucional dos impactos ambientais gerados na atividade

The search for a sustainable development is result of the exhaustion of the natural resources of the planet that demands globalizated politics with practical of compatible economic development with the protection of the quality of life for the future generations. This work presents a study on the thematic on the environmental liabilities in the organizations with focus in the industry of the oil and the production of oil in land in the state of Rio Grande do Norte. Some types of environmental liabilities are presented, as well as, some estimates techniques. Moreover, this work presents surveys of some variable that stimulate the organizations to implant technologies of reduction of the impacts in the environment as: the environmental legislation, costs, the main impacts of the production of oil in land. On the basis of the bibliographical research and in the identified variable, it was carried a case study with state and municipal technician that act in the sectors of fiscalization (IBAMA-RN and IDEMA-RN) with the objective to deepen the discussion regarding the impacts of the industry of the oil, the effectiveness of the current law, the performance of the institutions the federal level and how to prevent impacts in the environment. It was observed that the environmental liabilities are a little spread subject in the organizations, perhaps to be unknown and of few theoretical referencees at the national level, regarding to the evaluation techniques. At the same time, absentee in the national politics that conducts the oil exploration

Melhoria de desempenho e ISO 9000: um estudo em empresas brasileiras do setor hoteleiro na perspectiva do Balanced Scorecard

This Thesis deals with the performance improvement on hotels that have adopted the ISO 9000 Quality Management Systems. It is researched the Brazilian hotels that have an ISO 9001 registration with an assessment form based on the Balanced Scorecard approach. The main findings are that ISO 9000 provided improvement on the performance of the hotels in general and also in all the BSC perspectives, and that are different perception on managers and directors, what suggests a need for a tool like BSC to register the performance improvements on the same basis. The Thesis contributes to provide information on the performance improvement in hotels, one of the claimed regarding the low ISO 9000 adoption rate in Brazilian hotels

Uma abordagem comportamental para inserção de robôs em ambientes culturais

In this work, we propose methodologies and computer tools to insert robots in cultural environments. The basic idea is to have a robot in a real context (a cultural space) that can represent an user connected to the system through Internet (visitor avatar in the real space) and that the robot also have its representation in a Mixed Reality space (robot avatar in the virtual space). In this way, robot and avatar are not simply real and virtual objects. They play a more important role in the scenery, interfering in the process and taking decisions. In order to have this service running, we developed a module composed by a robot, communication tools and ways to provide integration of these with the virtual environment. As welI we implemented a set of behaviors with the purpose of controlling the robot in the real space. We studied available software and hardware tools for the robotics platform used in the experiments, as welI we developed test routines to determine their potentialities. Finally, we studied the behavior-based control model, we planned and implemented alI the necessary behaviors for the robot integration to the real and virtual cultural spaces. Several experiments were conducted, in order to validate the developed methodologies and tools

Localização de robôs móveis autônomos utilizando fusão sensorial de odometria e visão monocular

The development and refinement of techniques that make simultaneous localization and mapping (SLAM) for an autonomous mobile robot and the building of local 3-D maps from a sequence of images, is widely studied in scientific circles. This work presents a monocular visual SLAM technique based on extended Kalman filter, which uses features found in a sequence of images using the SURF descriptor (Speeded Up Robust Features) and determines which features can be used as marks by a technique based on delayed initialization from 3-D straight lines. For this, only the coordinates of the features found in the image and the intrinsic and extrinsic camera parameters are avaliable. Its possible to determine the position of the marks only on the availability of information of depth. Tests have shown that during the route, the mobile robot detects the presence of characteristics in the images and through a proposed technique for delayed initialization of marks, adds new marks to the state vector of the extended Kalman filter (EKF), after estimating the depth of features. With the estimated position of the marks, it was possible to estimate the updated position of the robot at each step, obtaining good results that demonstrate the effectiveness of monocular visual SLAM system proposed in this paper

Controle dinâmico de robôs móveis com acionamento diferencial

This work addresses the dynamic control problem of two-wheeled differentially driven non-holonomic mobile robot. Strategies for robot positioning control and robot orientating control are presented. Such strategies just require information about the robot con¯guration (x, y and teta), which can be collected by an absolute positioning system. The strategies development is related to a change on the controlled variables for such systems, from x, y and teta to s (denoting the robot linear displacement) and teta, and makes use of the polar coordinates representation for the robot kinematic model. Thus, it is possible to obtain a linear representation for the mobile robot dynamic model and to develop such strategies. It is also presented that such strategies allow the use of linear controllers to solve the control problem. It is shown that there is flexibility to choice the linear controller (P, PI, PID, Model Matching techniques, others) to be implemented. This work presents an introduction to mobile robotics and their characteristics followed by the control strategies development and controllers design. Finally, simulated and experimental results are presented and commented

Sistema de navegação para robôs móveis autônomos

The main task and one of the major mobile robotics problems is its navigation process. Conceptualy, this process means drive the robot from an initial position and orientation to a goal position and orientation, along an admissible path respecting the temporal and velocity constraints. This task must be accomplished by some subtasks like robot localization in the workspace, admissible path planning, trajectory generation and motion control. Moreover, autonomous wheeled mobile robots have kinematics constraints, also called nonholonomic constraints, that impose the robot can not move everywhere freely in its workspace, reducing the number of feasible paths between two distinct positions. This work mainly approaches the path planning and trajectory generation problems applied to wheeled mobile robots acting on a robot soccer environment. The major dificulty in this process is to find a smooth function that respects the imposed robot kinematic constraints. This work proposes a path generation strategy based on parametric polynomials of third degree for the 'x' and 'y' axis. The 'theta' orientation is derived from the 'y' and 'x' relations in such a way that the generated path respects the kinematic constraint. To execute the trajectory, this work also shows a simple control strategy acting on the robot linear and angular velocities

Estratégias baseadas em aprendizado para coordenação de uma frota de robôs em tarefas cooperativas

In multi-robot systems, both control architecture and work strategy represent a challenge for researchers. It is important to have a robust architecture that can be easily adapted to requirement changes. It is also important that work strategy allows robots to complete tasks efficiently, considering that robots interact directly in environments with humans. In this context, this work explores two approaches for robot soccer team coordination for cooperative tasks development. Both approaches are based on a combination of imitation learning and reinforcement learning. Thus, in the first approach was developed a control architecture, a fuzzy inference engine for recognizing situations in robot soccer games, a software for narration of robot soccer games based on the inference engine and the implementation of learning by imitation from observation and analysis of others robotic teams. Moreover, state abstraction was efficiently implemented in reinforcement learning applied to the robot soccer standard problem. Finally, reinforcement learning was implemented in a form where actions are explored only in some states (for example, states where an specialist robot system used them) differently to the traditional form, where actions have to be tested in all states. In the second approach reinforcement learning was implemented with function approximation, for which an algorithm called RBF-Sarsa($lambda$) was created. In both approaches batch reinforcement learning algorithms were implemented and imitation learning was used as a seed for reinforcement learning. Moreover, learning from robotic teams controlled by humans was explored. The proposal in this work had revealed efficient in the robot soccer standard problem and, when implemented in other robotics systems, they will allow that these robotics systems can efficiently and effectively develop assigned tasks. These approaches will give high adaptation capabilities to requirements and environment changes.

Planejamento cooperativo de tarefas em um ambiente de futebol de robôs

Este trabalho apresenta o desenvolvimento de um método de coordenação e cooperação para uma frota de mini-robôs móveis. O escopo do desenvolvimento é o futebol de robôs. Trata-se de uma plataforma bem estruturada, dinâmica e desenvolvida no mundo inteiro. O futebol de robôs envolve diversos campos do conhecimento incluindo: visão computacional, teoria de controle, desenvolvimento de circuitos microcontrolados, planejamento cooperativo, entre outros. A título de organização os sistema foi dividido em cinco módulos: robô, visão, localização, planejamento e controle. O foco do trabalho se limita ao módulo de planejamento. Para auxiliar seu desenvolvimento um simulador do sistema foi implementado. O simulador funciona em tempo real e substitui os robôs reais. Dessa forma os outros módulos permanecem praticamente inalterados durante uma simulação ou execução com robôs reais. Para organizar o comportamento dos robôs e produzir a cooperação entre eles foi adotada uma arquitetura hierarquizada: no mais alto nível está a escolha do estilo de jogo do time; logo abaixo decide-se o papel que cada jogador deve assumir; associado ao papel temos uma ação específica e finalmente calcula-se a referência de movimento do robô. O papel de um robô dita o comportamento do robô na dada ocasião. Os papéis são alocados dinamicamente durante o jogo de forma que um mesmo robô pode assumir diferentes papéis no decorrer da partida