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

A influência da gestão do conhecimento nas companhias brasileiras com melhor governança corporativa: uma análise nas empresas classificadas pelo Investor Relations Global Rankings

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

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

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

Geoprocessamento aplicado a gestão de informações territoriais do município de Grossos-RN :estudo multitemporal do uso e ocupação do solo

The present work was carried through in the Grossos city - RN and had as main objectives the elaboration of an physicist-ambient, socioeconomic survey and execution a multisecular evaluation of 11 years, between 1986 and 1996, using remote sensing products, to evaluate the modifications of the land use, aiming at the generation of an information database to implementation a geographical information system (GIS) to management the this city. For they had been in such a way raised given referring the two Demographic Censuses carried through by the IBGE (1991 and 2000) and compared, of this form was possible to the accomplishment of an evaluation on the demographic aspects (degree of urbanization, etária structure, educational level) and economic (income, habitation, vulnerability, human development). For the ambient physical survey the maps of the natural resources had been confectioned (simplified geology, hydrography, geomorphologi, veget covering, ground association, use and occupation), based in comments of field and orbital products of remote sensoriamento (images Spot-HRVIR, Landsat 5-TM and IKONOS - II), using itself of techniques of digital picture processing. The survey of these data and important in the identification of the potentialities and fragilities of found ecosystems, therefore allows an adequate planning of the partner-economic development by means of an efficient management. The project was part of a partnership between the Grossos city hall the municipal City hall of Grossos - RN and the Geoscience post-graduate program of the UFRN, more specifically the Geomatica laboratory LAGEOMA

Gerenciamento ambiental das fazendas de camarão do Rio Grande do Norte

The present dissertação had as objective to study the ambient management in the Farms Saint Rita, Tahim Agropesca and Agropesca Rigomoleiro, in the Great River of the North. For this we use as theoretical tool some fundantes concepts of geographic science, the space, and as concepts auxiliary of ambient management, of estuaries as the half natural one and of manguezais as ecosystem. The study if it gave taking in consideration a model of flow of activities of a typical farm following the way of the residues produced since the beginning until its final destination, in a suitable script of SCHERER (1999). The considered flow established a sequence activities where it is identified the material of entrance, the process of management, the residues of exit and the destination of the residues to the long one of the phase of culture of the shrimp. From it was there had been elaborated a series of managemental pictures with the data raised in the three farms, of different transports and concludes that the ambient management of these farms does not follow the formal standards of a system of typical ambient management. Collating with the system of considered by norm ISO14000 the study it disclosed that all the companies are in a situation of not conformity and that the impacts on the environment continue being many significant ones. However, it is possible to implant norm ISO14000 because some procedures implanted for the farms are correct of the point of view of the ambient management

Análise do processo de avaliação de desempenho ambiental face às diretrizes da ISO 14031: um estudo de caso

The present dissertation aims to analyze the evaluation process of environmental performance inside an organization from the building construction section of civil construction based on the NBR ISO 14031 guidelines, which provide orientation regarding the implementation of this project towards the internal organizational management. The theoretical research has addressed concepts and historical development of environmental management inside organizations, from the emergence of the first models to the strengthening of environmental management through the standardization of the Environmental Management System caused by the publication of ISO 14001. It has also addressed the evaluation of environmental performance, the NBR ISO 14031 (concepts, types of indicators of evaluation of environmental performance, the elaboration process of such indicators, as well as its use and evaluation by the high administration). The research has an applied character, with exploratory and descriptive goals, and a qualitative approach based on case study. The data collection will be made through questionnaires, interviews, and documental analysis. Through the present research project, one expects to learn the elements taken into consideration by the organization for the elaboration and selection of indicators; to identify which interested parties contribute in the aforementioned process; to discover which sources are taken into consideration by the organization while establishing its environmental performance goals; to learn how the different kinds of environmental indicators are handled by organizations on daily basis, considering the existence of interferences on the decision making process, whether or not the interested parties are integrated, and if there is an periodical evaluation of environmental performance and how it is handled. One also expects to identify the opportunities for improvement regarding the organization that is object of study.

Aproximações teóricas sobre a questão ambiental internacional na sociedade global: de estocolmo 1972 ao rio de janeiro 2012

O artigo apresenta os principais elementos que compõem a questão ambiental na sociedade global, através de sua relação entre economia, meio ambiente e política internacional. A primeira parte expõe o debate ambiental no contexto internacional, enfocando-o a partir dos anos 1960, período em que os problemas ambientais surgem com mais intensidade e com eles os protestos sociais nos países centrais. Os encontros sobre política ambiental internacional foram realizados com mais frequência nos anos setenta como a conferência internacional sobre meio ambiente, a primeira chancelada pela ONU em Estocolmo, 1972. Nas décadas de 1970/1980 as autoridades governamentais reconheceram a urgência na resolução da crise ambiental e passaram a traçar estratégias para a mitigação e contenção da crise. A década de 1990 é marcada pela Conferência Rio 1992, que lançou o desenvolvimento sustentável, o qual recomenda que as gerações presentes devem se reproduzir sem comprometer a capacidade de reprodução das gerações futuras. Os encaminhamentos da terceira conferência internacional sobre meio ambiente (Johanesburgo, 2002) condicionaram a questão ambiental à necessidade da formulação de leis ambientais por parte dos Estados Nacionais e instrumentos económicos de gestão ambiental. Na Rio + 20, o tema central foi a economia verde, que surge como alternativa ao desenvolvimento sustentável e se relaciona a mitigação das mudanças climáticas, produção de baixo carbono, eficiência energética, energia renovável etc. O texto se encerra explanando sobre a questão ambiental internacional na sociedade global.

Modelagem do desempenho ambiental dos projetos de exploração e produção aplicando equações estruturais

A legislação ambiental e os principais agentes que se relacionam com a empresa se constituem em fatores exógenos que não podem ser negligenciados ao formular-se e avaliar-se a política ambiental corporativa. As influências exógenas e seus efeitos sobre a gestão ambiental e o gerenciamento de projetos de exploração e produção (E&P) e, por essa via, sobre o desempenho ambiental, foram objetos de estudo desta tese. Embora o desempenho ambiental seja um assunto relevante, a pesquisa sobre esse tema ainda é escassa. Tal carência desponta ainda mais acentuada quando se aborda o desempenho ambiental de projetos na indústria de petróleo e gás. O principal objetivo deste estudo foi avaliar a relação entre a legislação ambiental vigente, as ações de órgãos reguladores, fornecedores, empresas terceirizadas e comunidades locais e o desempenho ambiental dos projetos de E&P na indústria de petróleo e gás e, também, analisar os efeitos do sistema de gestão ambiental e o gerenciamento dos projetos sobre tal desempenho. Na fase abdutiva, foi conduzido um estudo de caso com abordagem qualitativa em uma grande empresa brasileira do setor de petróleo e gás, na fase dedutiva, foi realizada uma pesquisa survey explanatória de corte transversal com abordagem quantitativa, incluindo 113 projetos de E&P de cinco unidades executoras da empresa. Foi formulado um modelo conceitual, com cinco construtos e sete hipóteses de pesquisa, representativo dos efeitos de fatores externos sobre o desempenho ambiental dos projetos de E&P. Os dados foram tratados aplicando a Análise Fatorial Exploratória e a Modelagem de Equações Estruturais com aplicação dos softwares IBM® SPSS® Statistics 20.0 e IBM® SPSS® Amos 18.0. O modelo de equações estruturais foi reespecificado e estimado utilizando o método de Máxima Verossimilhança e o procedimento bootstrap com 2000 reamostragens, até alcançar adequados valores dos índices de ajustamento. O modelo mostrou boa aderência às evidências empíricas, representando uma teoria explicativa dos fatores que influenciam o desempenho ambiental dos projetos de E&P na empresa estudada. As estatísticas descritivas apontaram adequado desempenho dos projetos de E&P com relação aos efluentes descartados, volume de água reutilizada, redução de resíduos e práticas de reciclagem. Identificou-se que projetos de maior porte alcançam melhor desempenho ambiental em relação aos de menor tamanho. Não foram achadas diferenças significativas entre os desempenhos de projetos executados por unidades operacionais distintas. Os resultados da modelagem indicaram que nem a legislação ambiental, nem os agentes externos exercem influência significativa sobre a sistemática da gestão dos projetos de E&P. Os agentes externos atuam sobre a gestão ambiental da empresa exercitando capacidades colaborativas, obstrutivas e propositivas. A legislação ambiental é percebida como entrave ao desenvolvimento dos projetos ao longo de seu ciclo de vida, principalmente, pelas deficiências dos órgãos ambientais. Identificou-se que o sistema de gestão ambiental influencia diretamente o Programa de Desenvolvimento e Execução de Projetos de E&P, que, por sua vez, provoca efeitos diretos e indiretos sobre o desempenho ambiental. Finalmente, comprovou-se que o Sistema de Gestão Ambiental da empresa é determinante para o desempenho ambiental dos projetos de E&P, tanto pelos seus efeitos diretos, como pelos indiretos, estes últimos mediados pela sistemática de gestão dos projetos de E&P

Ribeira, técnica versus natureza: transformações em prol de um projeto de modernização (1860-1932)

The necessity of the insertion of the capital of Rio Grande do Norte in the world-wide commercial scene and its claim as the seat of political power, in ends of nineteenth and beginning of twentieth century, determined the direction of urban interventions undertaken by government to restructure the city. In that matter, there were several actions of improvements and embellishment in Natal, which had, as a starting point, the adequacy works of the port, located in the Ribeira quarter, with the aim of ending the physical isolation that reinforced its economic stagnation. Besides the problems faced in the opening bar of the Potengi River, and would complement the required improvements, other barriers demonstrate the tension established between the physic-geographic field and the man: the flooded and slope which connected Cidade Alta and Ribeira the first two quarters of the city.The execution of these works demanded knowledge whose domain and application it was for engineering. But, how the actions done for the engineers, in sense to transform natural areas into constructed spaces made possible the intentional conformation of the quarter of the Ribeira in a commercial and politician-administrative center, in the middle of the XIX century and beginning of the XX? Understand, therefore, the employment effects of technology on the physical-geographical Ribeira, is the objective of this work that uses theoretical and methodological procedures of Urban Environmental History, by analyzing the relationship between the environment and the man, mediated by knowledge and use of technologies. The documental research was used, as primary sources, the Messages of the Provincial Assembly Government that later became the Legislative Assembly of Rio Grande do Norte reports and articles on specialized publications, in addition to local newspapers. The work is structured in five chapters. First, some comments about Urban Environmental History (Chapter 1) supplemented with analysis of the conceptual construction of nature in the Contemporary Era and its application in the city (chapter 02), the following chapters (03 and 04) deal with the rise of engineers as a active group in the Brazilian government frameworks and their vision about the nature inside the urban environment and it is studied how the professional technicians dealt with the improvement work of the harbor and in the shock with the natural forces. Other works that would complement this "project" of modernization and had had natural obstacles to be removed the Ribeira flood and slope constitute the subject of the fifth chapter. Finally, some final considerations retake the initial discussions aiming an association between the technique and the nature as junction elements inside the process of constitution of a Modern Natal

Diversidade Ictiofaunística e Ecologia reprodutiva de uma espécie nativa de peixe da Bacia Piranhas-Assu, RN

The Caatinga biome is rich in endemic fish species fauna. The present study the results of fish faunal surveys conducted in the hydrographic basin of Piranhas-Assu of the Brazilian Caatinga biome. The fish samples collected were distributed in four orders (Characiformes, Perciformes, Siluriformes and Synbranchiformes), 11 families (Characidae, Curimatidae, Auchenipteridae, Anostomidae, Prochilodontidae, Erythrinidae, Cichlidae, Sciaenidae, Heptapteridae, Loricariidae, Synbranchidae) and 22 species, of which 17 are endemic and five have been introduced from other basins. The order Characiformes was the most representative in number of species (46,35% ) followed by Perciformes (35,38%), Siluriformes (17,44%) and Synbranchiformes (0,5%). The Nile tilapia, Oreochomis niloticus, the only exotic species, was most expressive in number of individuals (24.92%) followed by the native species piau preto, Leporinus piau (18,77 %). Considering the relative frequency of occurrence of the 22 species, 13 were constant, five were accessory and four were occasional. This study investigated the reproductive ecology of an endemic fish black piau, Leporinus piau from the Marechal Dutra reservoir, Acari, Rio Grande do Norte. Samplings were done on a monthly basis from January to December 2009, and a total of 211 specimens were captured. The environmental parameters such as rainfall, temperature, pH, electrical conductivity and dissolved oxygen of water were recorded. The sampled population showed a slight predominance of males (55%), however females were larger and heavier. Both sexes of L. piau showed positive allometric growth, indicating a higher increase of weight than length. The first sexual maturation of males occurred at smaller size, with 16.5 cm in total length than females (20.5 cm). During the reproductive period, the condition factor and gonadosomatic index (GSI) of L. piau were negatively correlated. This species has large oocytes with a high mean fecundity of 54.966 with synchronous oocyte development and total spawning

Responsabilidade social empresarial: percepções e práticas do empresariado salineiro do Rio Grande do Norte.

The debate around the thematic of Corporate Social Responsibility - CSR involves economic, social, cultural and symbolic aspects in the relations established between company and society. In Brazilian reality, the CSR, understood as enterprise actions, external and/or internal, that contributes to social and ambient improvement, gains greater visibility in 1990 decade. Although the significant increase of theoretical productions about CSR pertinent elements, it is still scarce the studies that treats about the relation company/society in the northeastern reality, and singularly, in Rio Grande do Norte. It was in this perspective, that, in being the salt industry one of most important in the potiguar economic history formation , the present work investigated practicies and perceptions of salt entrepreneurship about CSR. Considering all the Rio Grande do Norte salt industry history phases, since the period of the Brazil s settling, as well as the characteristics of the study object, was opted to the qualitative research, objectified in interviews half-structuralized realized with the salt segment entrepreneurs, as well as professionals of ambient management and human resources working in potiguar salt segment. The research main results indicated a coexistence between the mechanisms of management seated on personal and paternalists relations, typical of traditional salt industry, and the emergency of innovative elements typical of the modern management, like the CSR. In this context, a tension between continuity and rupture with the traditional mechanisms of management in salt entrepreneurship actions

Avaliação da Usabilidade de Interfaces Web segundo Critérios Ergonômicos de Bastien e Scapin: Pesquisa com os Ambientes Virtuais de Educação à Distância Aulanet, E-Proinfo e Teleduc

Este trabalho tem dois objetivos: avaliar a usabilidade de três interfaces de ambientes virtuais de educação à distância através de duas técnicas avaliativas e identificar os fatores influenciadores da percepção de usabilidade dos ambientes avaliados. Os sistemas de educação à distância escolhidos foram o AulaNet, o E-Proinfo e o Teleduc, por serem desenvolvidos no Brasil e terem distribuição gratuita. A avaliação da usabilidade foi realizada através de duas técnicas documentadas na literatura. A primeira técnica de avaliação, do tipo preditiva ou diagnóstica, foi realizada pelo autor e um concluinte do curso de Sistemas de Informação do Centro Federal de Educação Tecnológica do estado do Piauí (CEFET-PI), mediante a observação de um checklist denominado Ergolist. A segunda avaliação, do tipo prospectivo, foi efetivada com o usuário sendo o próprio avaliador das interfaces, através de um questionário. A amostra foi composta de 15 professores e 15 alunos do CEFET-PI. Os resultados colhidos foram analisados a partir da estatística descritiva e testes de chi-quadrado. Os resultados mostraram que os ambientes apresentarem problemas de adaptabilidade, pois não possuem flexibilidade e nem levam em consideração a experiência do usuário. Na análise inferencial, foi constatado que o tempo de uso da Internet não afetou significativamente sua avaliação da usabilidade dos três ambientes, assim como na maior parte das variáveis de usabilidade não foram influenciadas pelo tipo de usuário , sexo e escolaridade . Por outro lado, em vários dos critérios ergonômicos avaliados, as variáveis de sistema tipo de ambiente e experiência com computador e a variável demográfica faixa etária afetaram a percepção de usabilidade dos ambientes virtuais de educação à distância

Balanced Scorecard: fatores relevantes de sua implantação na diretoria de mercado de capitais do Banco do Brasil

Este trabalho objetiva determinar que características do corpo funcional da DIMEC (Diretoria de Mercado de Capitais do Banco do Brasil) estão associadas aos principais entraves considerados relevantes pelos funcionários da área durante a implementação do Balanced Scorecard (BSC). Pretende-se salientar como entraves tais como a falta de apoio de Tecnologia de Informação e a falta de hábito dos funcionários em lidar com indicadores não financeiros podem se relacionar com as características de interesse do corpo funcional, tais como nível hierárquico , formação acadêmica e nível de conhecimento da ferramenta BSC , de forma a influenciar na implementação do modelo. Para tanto foi realizada revisão de literatura e estudo de caso no qual figuraram, como instrumentos de coleta de dados, a aplicação de questionários e a entrevista não-estruturada através dos quais funcionários da DIMEC demonstraram as relações entre as variáveis descritas de forma a destacar fatores de relevância para o desenrolar do processo de implantação da ferramenta BSC na referida empresa

Fatores da satisfação e fidelidade do cliente: um estudo no varejo de supermercado

This thesis deals with the factors affecting customer satisfaction and loyalty in the supermarket sector. It is adapted a model proposed by Johnson et al. (2001) and included the brand construct as a loyalty of construct antecedent. It is conducted a survey with a sample of 290 customers of a supermarket in Natal city, Brazil, and descriptive and multiple regression statistical analysis. The main findings are that the proposed model is confirmed with quality being the main factor affecting satisfaction, but also in this case the place marketing construct playing a key role on satisfaction. The loyalty model is also supported by this research with the brand construct appearing important for a segment of the customers. This study support the conclusion that customer satisfaction is not the sole or main factor to explain loyalty