Organização e tratamento do acervo de instrumentos musicais: o caso da Instrumentoteca da Escola de Música da Universidade Federal do Rio Grande do Norte

Analisa os processos para organização e tratamento do acervo de instrumentos musicais no âmbito da Instrumentoteca da Escola de Música da Universidade Federal do Rio Grande do Norte. Discorre o conceito de biblioteca especializada, suas características e finalidades. Procura verificar os procedimentos utilizados pela Instrumentoteca quanto à organização do acervo, identifica regras para representação descritiva de instrumentos musicais, tendo como parâmetro o Código Anglo-americano de Catalogação. Exemplifica a representação descritiva e de conteúdo de instrumentos musicais; sugere medidas que venham facilitar o processo de organização e acondicionamento dos instrumentos musicais. Utiliza como metodologia o estudo de caso , tendo como suporte teórico a pesquisa bibliográfica em fontes impressas e eletrônicas . Conclui mostrando a melhor maneira de organizar coleções de instrumentos musicais por meio do Código Anglo-americano de Catalogação, e enfatiza que essas regras podem ser aplicadas para organizar diferentes tipos de suporte de informação.

Organização e tratamento do acervo de instrumentos musicais: o caso da Instrumentoteca da Escola de Música da Universidade Federal do Rio Grande do Norte

Analisa os processos para organização e tratamento do acervo de instrumentos musicais no âmbito da Instrumentoteca da Escola de Música da Universidade Federal do Rio Grande do Norte. Discorre o conceito de biblioteca especializada, suas características e finalidades. Procura verificar os procedimentos utilizados pela Instrumentoteca quanto à organização do acervo, identifica regras para representação descritiva de instrumentos musicais, tendo como parâmetro o Código Anglo-americano de Catalogação. Exemplifica a representação descritiva e de conteúdo de instrumentos musicais; sugere medidas que venham facilitar o processo de organização e acondicionamento dos instrumentos musicais. Utiliza como metodologia o estudo de caso , tendo como suporte teórico a pesquisa bibliográfica em fontes impressas e eletrônicas . Conclui mostrando a melhor maneira de organizar coleções de instrumentos musicais por meio do Código Anglo-americano de Catalogação, e enfatiza que essas regras podem ser aplicadas para organizar diferentes tipos de suporte de informação.

Implementação da infra-estrutura e protocolo de comunicação para tratamento e disponibilização de dados do projeto ePoste

The study consists in the structure elaboration and the ePoste project communicationprotocol, which is a system of monitoring by wireless communication with the aim tosensor and act with one or many public lighting points, and also the treatment of data todetect the activity in the sensors located on the posts. Previously the communication withsensors were made in locus and when data collect was necessary or the performance inthe devices, the operator had to move until the net place. Accordingly, the purpose has theconcern to increase the system dynamic, achieving the possible integrations with the systemsalready available to the lighting management. The same technology of communicationbetween the sensors are considerate, using the ZigBee protocol running on the meshnet, the communication with this net is made be internet through a gateway by GPRS,device with two basics functionalities, which bypass for data and the firmware update inthe sensor. This functionality test of data management is being tested; integrate way withlocal net of sensors and the internet data server operates. The protocol developed, besidesincorporating the ZigBee, that it is formation of framework in lower level, where definesbeginning, size and errors check, as well as the communication of sensor with the concentrator,which it is encapsulated in ZigBee; also the protocol of upper level, where thatit is the names, it was developed a platform of service to meet GET and POST requestsbeneath HTTP protocol, this service is implemented in the data server, which availablethe communication with the clients systems, in case, lighting management systems.

Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

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

O sindicato como espaço de construção da profissão docente

This work examines the connection Syndicate/teachers profession trying to unveil the important role taken over by the Syndical movement in the process of professionalization of the militant teachers. For that, it describes and analyses the historical course of three Syndicates representatives of the teachers category Associação dos Professores Licenciados da Bahia APLB; Sindicato dos Trabalhadores em Educação de Pernambuco SINTEPE; Sindicato dos Servidores Municipais de Petrolina SINDSEMP acting in the micro-region of the San Francisco Valley, especially, in the municipalities of Juazeiro Bahia , and of Petrolina Pernambuco. It concentrates its interests on the contribution of the Syndicates for the professional development of these teachers in this region analysing the aspects related to emerging conflicts into the Syndical organization, to the attitude of these entities before the educational reality to their reinvindicative struggles to the formative dimension of the group actions. This study tries to answer the following questions: How has this syndical movement of teachers of state school of S. Francisco Valley been characterized? How do their actions reflect in the formation and professionalization of the teachers? Do teachers recognize the syndicate as a constructive space for the teaching profession? The methodological trajectory was directed through a qualitative approach of an etnomethodological character, using instruments for the understanding of this reality, The treatment of the data was based on the interpretative analysis of the speeches present in documents and through answers of the interviwees, having as a reference in this analysis the theoretical studies about syndicalism and the teacher professionalization. For a conceptual construction of this work it was studied these two categories from their genesis, from the social historical evolution of their concepts and the up to date discussions that give explanations about the teachers syndical movement and about the process of teachers professionalization. As thesis of this study it was defended the idea of that the teachers syndicates have contributed expressively in the process of the construction of the teacher profession of the militant teachers of this in the micro-region of the S. Francisco Valley. Once the teachers participate actively in this movement promoted by the syndical entities, the teachers develop the critical sense of the educational realty; improve their formation and reinvindicate from the State this condition as a Right; fight for better conditions in the work; reinvindicate the salary valuation and, try to construct an image of teacher basing on a professional model. The contribution of the Syndicate in the process of teachers profissionalization, is more evident in its external dimension that chacterizes the profissionalism, on the related aspects: to the forms of participation in the definition and the management of the educational politics; to the political struggles for the achievements of the professional status, to the recognition and of his eventual valuation. The syndical actions have repercussions with less intensity in the inside dimension that defines the profissionality, in the related aspects: to the administratation of the pedagogical processes in schools and in the classroom; to the acquisition of branches of knowledges; to the epistemological criticism of the acquirements mobilized in the teaching; the curricular question to the mediation that make possible the learning at school and in the classroom

O sindicato como espaço de construção da Profissão Docente

This work examines the connection Syndicate/teachers profession trying to unveil the important role taken over by the Syndical movement in the process of professionalization of the militant teachers. For that, it describes and analyses the historical course of three Syndicates representatives of the teachers category Associação dos Professores Licenciados da Bahia APLB; Sindicato dos Trabalhadores em Educação de Pernambuco SINTEPE; Sindicato dos Servidores Municipais de Petrolina SINDSEMP acting in the micro-region of the San Francisco Valley, especially, in the municipalities of Juazeiro Bahia , and of Petrolina Pernambuco. It concentrates its interests on the contribution of the Syndicates for the professional development of these teachers in this region analysing the aspects related to emerging conflicts into the Syndical organization, to the attitude of these entities before the educational reality to their reinvindicative struggles to the formative dimension of the group actions. This study tries to answer the following questions: How has this syndical movement of teachers of state school of S. Francisco Valley been characterized? How do their actions reflect in the formation and professionalization of the teachers? Do teachers recognize the syndicate as a constructive space for the teaching profession? The methodological trajectory was directed through a qualitative approach of an etnomethodological character, using instruments for the understanding of this reality, The treatment of the data was based on the interpretative analysis of the speeches present in documents and through answers of the interviwees, having as a reference in this analysis the theoretical studies about syndicalism and the teacher professionalization. For a conceptual construction of this work it was studied these two categories from their genesis, from the social historical evolution of their concepts and the up to date discussions that give explanations about the teachers syndical movement and about the process of teachers professionalization. As thesis of this study it was defended the idea of that the teachers syndicates have contributed expressively in the process of the construction of the teacher profession of the militant teachers of this in the micro-region of the S. Francisco Valley. Once the teachers participate actively in this movement promoted by the syndical entities, the teachers develop the critical sense of the educational realty; improve their formation and reinvindicate from the State this condition as a Right; fight for better conditions in the work; reinvindicate the salary valuation and, try to construct an image of teacher basing on a professional model. The contribution of the Syndicate in the process of teachers profissionalization, is more evident in its external dimension that chacterizes the profissionalism, on the related aspects: to the forms of participation in the definition and the management of the educational politics; to the political struggles for the achievements of the professional status, to the recognition and of his eventual valuation. The syndical actions have repercussions with less intensity in the inside dimension that defines the profissionality, in the related aspects: to the administratation of the pedagogical processes in schools and in the classroom; to the acquisition of branches of knowledges; to the epistemological criticism of the acquirements mobilized in the teaching; the curricular question to the mediation that make possible the learning at school and in the classroom

Dimensões didática, afetiva e formativa de docência que tecem as representações sociais entre licenciandos da UFPI

This study intends to analyze the social representation of teaching for students of first years of undergraduate courses in Education, Letters and Biology. The field of this research was the Federal University of Piaui - Campus of Picos in 2009. To reach the objective proposed above, was used the theory of social representations to the seizure of the elements which constitute such representations according to Moscovici and colleagues, considering the contribution of Abric with his Theory of Central Nucleus and Wagner with the Theory of Sociogenesis. Data were collected in two phases: first, through the Technique of Free Association of Words (TFAW) of which 100 subjects evoked representations of their teaching through the inductor terms 'to teach', 'student' and 'teacher'. For those data we used the EVOC software that promoted to detect the elements of the core and to conclude that the social representation of teaching is one of the work performed by a master / teacher who transmits, directed to an apprentice who learns, confined to the school involving the student with all his virtues to be smart, interested and dedicated, and teacher to be friend, wise bearer of knowledge and also intelligent. Then, using the Multiple Classification Procedure (MCP) only 10 subjects made ratings of 25 more evoked words in the first phase, for the analysis of data from the MPC with the use of the SPSS software we used Multidimensional Statistical Analysis (MSA) for the Free Classification we found three dimensions of Social Representation of Teaching: The Didactic, that focuses on teacher and student being superimposed, meaning the inseparability of these elements, the Affective, which presents the elements inherent in teachers with love as the strong point of this dimension, and the Formative, that is as ambiguous as ambivalent because it sees the teacher as a professional directed to help students get an education; for Directed Classification with Similarity Structure Analysis (SSA), we learn that teaching is a profession that materializes in the classroom, which is extremely true because the action happens in this teaching space, supposing a caring, loving, cheerful, capable, apt, patient, partner, responsible, dedicated, committed educator, who has wisdom and knows how to teach and help students through dialogue to there study and learning. All of it s necessary to occur the result of teaching, which is education in a disciplinary manner. The results point to a very traditional social representation of what is the role of teachers, the role of students and the role of the relationship itself between teaching and learning through the act of teaching. With this statement, we can confirm that the structure of Social Representation of Teaching for the investigated subjects reflects the sociogenetic conditions that engendered them, and that these conditions permeate their structural organization, in particular time-context in which social representation was captured

As crenças docentes sobre a criatividade a as práticas pedagógicas criativa: o caso do programa do ensino médio inovador no RN

Estamos vivendo no século da criatividade em que os sujeitos precisam ser estimulados a criar e inovar nos processos de aprendizagem escolar. Nesse sentido, a criatividade precisa ser compreendida como um bem cultural, um direito de todos e uma condição histórica e cultural do sujeito, e não como uma capacidade inerente ao sujeito ou pertencente alguns poucos eleitos. Para que a criatividade do aluno seja estimulada, faz-se necessário, dentre outros elementos, que o conhecimento profissional do professor considere as crenças como componente de seu processo de profissionalização com o objetivo de reconhecer o seu papel e influências como formas de nortear as ações profissionais docentes. Para tanto, a presente tese tem o objetivo de estudar as crenças dos professores sobre a criatividade dos estudantes no Ensino Médio Inovador. O ensino, nessa perspectiva, mais especificamente, o ensino médio precisa inovar-se, e nesse processo, o Programa Ensino Médio Inovador PROEMI emerge como uma das iniciativas das políticas públicas educacionais vigentes. Para tanto, no intuito de fundamentar as nossas discussões dialogamos com autores que discutem a criatividade no contexto da educação, às crenças, o conhecimento profissional do professor e o ensino médio. Nessa pesquisa, 207 professores que atuam no ensino médio em escolas estaduais na cidade de Natal e sua Região Metropolitana dentro do PROEMI constituíram-se em nosso público-alvo. O instrumento de coleta de dados foi um questionário normativo de crenças contendo perguntas fechadas e abertas. Para a organização dos dados utilizamos os softwares estatísticos R. 2.15.1 e o Modalisa. O tratamento dos dados se deu mediante análises estatísticas como a análise descritiva dos enunciados, da média, do desvio padrão e a Análise de Componentes Principais ACP em relação aos resultados oriundos das perguntas fechadas e a análise de conteúdo em se tratando dos resultados referentes às perguntas abertas. Os resultados corroboraram com a tese de que os professores apresentam em suas crenças a predominância do enfoque tradicional ou clássico da criatividade, ou seja, creem-na como algo inato ao ser humano e que se desenvolve independentemente dos fatores sociais e culturais. No tocante às principais características do aluno criativo, a autonomia e o alto grau de originalidade em sua aprendizagem se destacaram, dentre outras características. Suas crenças, em relação aos elementos que inibem a criatividade do aluno apontaram que a escola, ao privilegiar os conteúdos escolares compromete a criatividade dos alunos e sobre os elementos que favorecem, destacaram-se as áreas da Arte, da Educação Física e da Literatura como disciplinas, que preferencialmente, desenvolvem a criatividade dos alunos no contexto escolar. Assim, constatamos que as crenças dos professores se configuram de forma reducionista e inatista e que precisam, urgentemente, ser repensadas para que não continue a comprometer o desenvolvimento da criatividade do aluno no contexto escolar, e nesse caso, as crenças se constituem em um dos elementos básicos da profissionalização docente que precisam constantemente ser repensadas e incluídas nas discussões sobre a formação e atuação docente, principalmente, dentro do PROEMI que tem como objetivo principal inovar e estimular a criatividade dos alunos no ensino médio

Caracterização dos resíduos esgotados de sistemas de tratamento individual de esgotos de Natal

In Natal still dominates the use of individual disposal systems for domestic sewage, once only 29% of the city has a sewarage system. Wastes that are accumulated in these individual treatment systems should be exhausted periodically, service provided by collector entrepreneurs. Some of these companies causing major damage to the environment. In Natal, only two companies have their own septage (RESTI) treatment system, which were designed with parameters from domestic sewage generating strain and inefficient systems. Therefore, the characterization becomes essential as a source of parameters for their design. Thus, this work presents the physical-chemical and microbiological characterization of waste pumped from individual sewage treatment systems. Samples collections were made weekly from 5 different trucks at the reception point on the treatment plant on the point of the preliminary treatment. From each truck it was taken 5 samples during the discharge in order to make a composite sample. Afterwards, samples were carried out to laboratory and analyses for determination of temperature, pH, conductivity, BOD, COD, nitrogen (ammonia e organic), alkalinity, oils, phosphorus, solids, faecal coliforms and helminth egg. The results were treated as a single database, and ranked according to its generating source (multi and single house, lodging, health, services and / or food), area of origin (metropolitan, south and north) and type of system (cesspits, septic tank and / or sink). Through these data it was possible to verify that the type of system adopted by most in Natal and the metropolitan region is cesspit, besides to confirm the difference between the septage of areas with a population have different social and economical characteristics. It was found that the septage have higher concentrations than domestic sewage, except for thermotolerant coliforms that showed concentrations of 1,38E+07. Among the parameters studied, is the median values identified for COD (3,549 mg / L), BOD (973mg / L) and total solids (3.557mg / L). The volatile fraction constitutes about 70% of the total solids of the septage. For helminths has been a median of 7 eggs/L. In general, the characteristics of the waste followed the variability found in the literature reviewed for all variables, showing high amplitudes

Validade e confiabilidade da versão informatizada do inventário Million de estilos de personalidade

Currently, several psychological and non-psychological tests can be found in publishes without standardization on procedures set in different psychological areas, like intelligence, emotional states, attitudes, social skills, vocation, preferences and others. The computerized psychological testing is a extension of traditional testing psychological practices. However, it has own psychometrics qualities, either by its matching in a computerized environment or by the extension that can be developed in it. The current research, developed from a necessity to study process of validity and reliability on a computerized test, drew a methodological structure to provide parallel applications in numerous kinds of operational groups, evaluating the influences of the time and approach in the computerization process. This validity refers to normative values groups, reproducibility in computerized applications process and data processing. Not every psychological test can be computerized. Therefore, our need to find a good test, with quality and plausible properties to transform in computerized application, leaded us to use The Millon Personality Inventory, created by Theodore Millon. This Inventory assesses personality according to 12 bipolarities distributed in 24 factors, distributed in categories motivational styles, cognitive targets and interpersonal relations. This instrument doesn t diagnose pathological features, but test normal and non adaptive aspects in human personality, comparing with Theodore Millon theory of personality. In oder to support this research in a Brazilian context in psychological testing, we discuss the theme, evaluating the advantages and disadvantages of such practices. Also we discuss the current forms in computerization of psychological testing and the main specific criteria in this psychometric specialized area of knowledge. The test was on-line, hosted in the site http://www.planetapsi.com, during the years of 2007 and 2008, which was available a questionnaire to describe social characteristics before test. A report was generated from the data entry of each user. An application of this test was conducted in a linear way through a national coverage in all Brazil regions, getting 1508 applications. Were organized nine groups, reaching 180 applications in test and retest subject, where three periods of time and three forms of retests for studies of on-line tests were separated. Parallel to this, we organized multi-application session offline group, 20 subjects who received tests by email. The subjects of this study were generally distributed by the five Brazilian regions, and were noticed about the test via the Internet. The performance application in traditional and on-line tested groups subsidies us to conclude that on-line application provides significantly consistency in all criteria for validity studied and justifies its use. The on-line test results were related not only among themselves but were similar to those data of tests done on pencil and paper (0,82). The retests results demonstrated correlation, between 0,92 and, 1 while multisessions had a good correlation in these comparisons. Moreover, were assessed the adequacy of operational criteria used, such as security, the performance of users, the environmental characteristics, the organization of the database, operational costs and limitations in this on-line inventory. In all these five items, there were excellent performances, concluding, also, that it s possible a self-applied psychometric test. The results of this work are a guide to question and establish of methodologies studies for computerization psychological testing software in the country

Eficácia do tratamento não-cirúrgico em indivíduos com mucosite peri-implantar

It has been shown that the development of peri-implant mucositis is associated with biofilm accumulation. It is believed that the therapeutic approaches used in periodontal disease may have a positive effect in the cases of peri-implant disease. The aim of this study was to evaluate the effectiveness of non-surgical treatment of peri-implant mucositis, with or without the use of chlorhexidine 0,12% in subjects rehabilitated with osseointegrated implants. Thus, patients were randomly divided into test group (chlorhexidine surgical therapy) and control (non-surgical treatment). This therapy consisted of an adaptation of the (Full Mouth scalling and Root Planing) nonoperative protocol FMSRP, but without the use of ultrasound. The visible plaque index (VPI), gingival bleeding index (GBI), probing depth (PD), bleeding on probing (BOP) and keratinized mucosa clinical parameters were evaluated at baseline and at different times after treatment. The data were not normally distributed and the implant was considered the sampling unit. Data were analyzed using Fri edman and Wilcoxon chi-square (=5%), tests using the Statistical Package for Social Sciences 17.0 (SPSS). Thus, 119 implants were evaluated, 61 in the test group and 58 in the control group. The results showed statistically significant differences for the variables: average BTI implants in both groups (p<0,001), mean ISG implants both in the test group (p<0,001), and control (p= 0,006) of implants; PS for the test group (p< 0,001) and control (p = 0,015) and SS (p<0,001) in the two treatment groups. However, there was no statistically significant difference when the groups were compared. The PS and SS variables showed no statistically significant difference in any of independent interest to the study (age, sex, smoking, treatment group, keratinized mucosa at different times, peri-implant biotype, average VPI implants and GBI). Thus, it can be concluded that both the mechanical treatment isolated as its association with chlorhexidine mouthwash 0.12% can be used for the treatment of peri-implant mucositis. Moreover, the condition of oral h ygiene has improved between baseline and six months and the depth and bleeding on probing decreased after three and six months

Aplicação de softwares livres no Processamento de dados sísmicos de alta resolução

The increasing use of shallow seismic methods of high resolution, for investigations of geological problems, environmental or industrial, has impelled the development of techniques, flows and computational algorithms. The practice of applying techniques for processing this data, until recently it wasn t used and the interpretation of the data was made as they were acquired. In order to facilitate and contribute to the improvement of the practices adopted, was developed a free graphical application and open source, called OpenSeismic which is based on free software Seismic Un*x, widely used in the treatment of conventional seismic data used in the exploration of hydrocarbon reservoirs. The data used to validate the initiative were marine seismic data of high resolution, acquired by the laboratory of Geology and Marine Geophysics and Environmental Monitoring - GGEMMA, of the Federal University of Rio Grande do Norte UFRN, for the SISPLAT Project, located at the region of paleo-valley of the Rio Acu. These data were submitted to the processing flow developed by Gomes (2009), using the free software developed in this work, the OpenSeismic, as well other free software, the Seismic Un*x and the commercial software ProMAX, where despite its peculiarities has presented similar results

Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

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