Impactos da certificação ISO 9000 no desempenho estratégico :um estudo em empresas brasileiras do setor químico

This thesis deals with analyzing the contribution grade of the ISO 9000 quality system to the strategic performance of the Brazilian firms in the Chemistry sector, using the Balanced Scorecard system as reference. An exploratory research is developed to get technical information about these two management systems, with emphasis in their integration. After, a quantitative research is implemented using a questionnaire, to know and to obtain necessaries data for improving statistical estimations of the multiple relationships between the variables and the strategic performance for the universe of 352 Brazilians firms that make use of ISO 9000 as quality system. The size of the sample totalized 111 firms, which represent more than 31% of the selected universe. The main results show different visions of directors and managers about the significant variables that contribute for the strategic performance of the analyzed firms. The ISO 9000 system presents a big contribution to the strategic performance, when referred by the four perspectives of the Balanced Scorecard: learning and growth; internal process; customer and financial. Better performance was verified in the learning and growth perspective and reasonable performance was verified in the financial perspective

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

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

Segurança da informação no correio eletrônico com base na ISO/IEC 17799 :um estudo de caso em uma instituição superior com foco no treinamento

The electronic mail service is one of the most Internet services that grow in the corporate environment. This evolution is bringing several problems for the organizations, especially to information that circulates inside of the corporate net. The lack of correct orientation to the people, about the usage and the security importance of these resources, is leaving breaches and causing misusage and overuse of service, for example. In recent literature, it starts to coming out several ideas, which has helped to rganizations how to plain and how to implement the information security system to the electronic mail in computer environment. However, these ideas are still not placed in practice in many companies, public or private. This dissertation tries to demonstrate the results of a research that has like goal, identify the importance that user training has over the information security policy, through a case study inside of private superior education institute in this state. Besides, this work had by basic orientation the ISO/IEC 17799, which talk about People Security. This study was developed over a proposed model to this research, which looked for offer conditions to guide the institution studied, how to plan better a information security policy to the electronic mail. Also, this research has an exploratory and descreptive nature and your type, qualitative. Firstly, it was applied na questionary to the information technology manager, as better way to get some general data and to deepen the contact which still then, it was being kept through e-mail. Thereupon this first contact, eleven interviews were done with the same manager, beside one interview with twenty-four users, among employees e students. After that to collect and transcript the interviews, were review with the manager all informations given, to correct any mistakes and to update that informations, to then, start the data analyze. The research suggests that the institution has a pro attitude about the information security policy and the electronic mail usage. However, it was clear that answers have their perception about information security under a very inexperient way, derived of a planning lack in relation to training program capable to solve the problem

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

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

Caracterização de estruturas planares com substratos Iso/Anisotrópicos truncados através da técnica da ressonância transversa modificada

This work presents a theoretical and numerical analysis using the transverse resonance technique (TRT) and a proposed MTRT applied in the analysis of the dispersive characteristics of microstrip lines built on truncated isotropic and anisotropic dielectric substrates. The TRT uses the transmission lines model in the transversal section of the structure, allowing to analyze its dispersive behavior. The difference between TRT and MTRT consists basically of the resonance direction. While in the TRT the resonance is calculated in the same direction of the metallic strip normal axis, the MTRT considers the resonance in the metallic strip parallel plane. Although the application of the MTRT results in a more complex equivalent circuit, its use allows some added characterization, like longitudinal section electric mode (LSE) and longitudinal section magnetic mode (LSM), microstrips with truncated substrate, or structures with different dielectric regions. A computer program using TRT and MTRT proposed in this work is implemented for the characterization of microstrips on truncated isotropic and anisotropic substrates. In this analysis, propagating and evanescent modes are considered. Thus, it is possible to characterize both the dominant and higher order modes of the structure. Numerical results are presented for the effective permittivity, characteristic impedance and relative phase velocity for microstrip lines with different parameters and dimensions of the dielectric substrate. Agreement with the results obtained in the literature are shown, as well as experimental results. In some cases, the convergence analysis is also performed by considering the limiting conditions, like particular cases of isotropic materials or structures with dielectric of infinite size found in the literature. The numerical convergence of the formulation is also analyzed. Finally, conclusions and suggestions for the continuity of this work are presented

Análise dos Modos Ressonantes em Antenas de Microfita sobre Substratos Iso/Anisotrópicos por Técnicas da Ressonância Transversa

Neste trabalho, são utilizadas a Técnica da Ressonância Transversa (TRT) e a Técnica da Ressonância Transversa Modificada (MTRT), para a determinação das freqüências dos modos ressonantes de antenas de microfita com patch quadrado, retangular e circular e com substratos isotrópicos e anisotrópicos. Para isso, é proposto um modelo da cavidade equivalente, onde a antena tipo patch retangular é representada como sendo a superposição de duas linhas infinitas em microfita, uma de largura W, representando a dimensão que expressa a largura do patch, e a outra com largura L, representando a dimensão que expressa o comprimento do patch. A avaliação da eficiência e aplicabilidade dos métodos citados é realizada comparando-se com resultados experimentais e obtidos através de outras técnicas. Três situações serão verificadas: estruturas com substrato infinito, estrutura com substrato tipo pedestal e estruturas com substrato truncado além dos limites da fita metálica. Os resultados obtidos demonstram que as técnicas de análise de onda completa utilizadas neste trabalho, por um formalismo matemático mais rigoroso, são eficientes e precisas tanto na aplicação em estruturas com substrato isotrópico como nas que possuem substrato anisotrópico. Inicialmente são consideradas apenas as estruturas com substratos isotrópicos, com diferentes constantes dielétricas, e é avaliada a influência da largura do substrato sobre as freqüências dos modos ressonantes das antenas. Posteriormente, a análise do truncamento do dielétrico é realizada para estruturas com substrato anisotrópico. Em todos os casos, os resultados experimentais, obtidos a partir da construção de protótipos, são confrontados com os obtidos a partir de simulação, utilizando as técnicas TRT e MTRT. No final, as técnicas descritas são utilizadas para antenas tipo patch circular, sendo utilizada uma técnica de equivalência para transformar a antena circular em outra quadrada ou retangular equivalente, dependendo do modo que se queira encontrar. Os resultados obtidos são então analisados, observando-se uma boa concordância e indicando a viabilidade do método. Após isso, são apresentadas as conclusões e sugeridos alguns temas para a continuidade deste trabalho

Does ISO 14001 work in Brazil?

As a result of increasing global awareness about the importance of the environment, depletion of natural resources and legal pressures for companies to manage their processes in a sustainable manner, ISO 14001 systems have been gaining increasingly more importance in the organizational scenario. These elements are even more critical in emerging nations due to less awareness and fewer demands by governments and the population in relation to environmental issues. Therefore, the main objective of this study is to verify the benefits and difficulties of Environmental Management Systems based on ISO 14001 at industries in the state of São Paulo - Brazil (an emerging country) by conducting a survey to subsidize the proposal for actions in the public, academic and private sectors to promote the use of this standard of reference and strengthen its results in Brazil. A questionnaire was sent to 194 companies from the National Institute of Metrology, Standardization and Industrial Quality database. 69 answered, representing a return rate of 35.36%. The main benefits identified are related to the development of preventive environmental actions, reduction in the consumption of power, water, gas and fuel oil, and a positive influence on other internal management processes. The main difficulties are related to cost increases from ISO 14001 management systems and the constant changes in environmental legislation in Brazil. Some actions are proposed at the end of the analyses to intensify the use and improve the results of this standard, such as changes in government legislation and its collective development and implementation in industries. (C) 2010 Elsevier Ltd. All rights reserved.

Best practices for the implantation of ISO 14001 norms: a study of change management in two industrial companies in the Midwest region of the state of São Paulo - Brazil

Among the difficulties found in the implementation of ISO 14001 systems, resistance to change can always be found. It is mainly a consequence of the hurry to change, loss of focus, concentration of decision making at the level of top management, arbitrary imposition of objectives and results, faulty communication, and the absence of motivational and financial incentive for change.Therefore, the main objective of this paper is to present best practices with respect to the management of organizational change due to the implementation of ISO 14001 norms in two industrial companies in the Midwest region of the State of São Paulo - Brazil. (C) 2008 Elsevier Ltd. All rights reserved.

Estudo da série iso-eletrônica do átomo de hélio pelo método hiperesférico

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Benefícios e dificuldades da gestão ambiental com base na ISO 14001 em empresas industriais de São Paulo

O principal objetivo deste trabalho é verificar, por meio de uma pesquisa tipo survey, os benefícios e as dificuldades da adoção de Sistemas de Gestão Ambiental ISO 14001 em empresas industriais do Estado de São Paulo. Para tal, um questionário foi enviado para 194 empresas constantes da base de dados do INMETRO (Instituto Nacional de Metrologia, Normalização e Qualidade Industrial) e respondido por 69 delas, representando uma taxa de retorno de 35,36%. Duas hipóteses foram estabelecidas para realização do estudo: uma enunciando os potenciais benefícios e outra as dificuldades da gestão ambiental com base na norma NBR ISO 14001. Estas hipóteses foram parcialmente comprovadas. O artigo está estruturado da seguinte forma: introdução, sistema de gestão ambiental, norma NBR ISO 14001, método de pesquisa, apresentação e análise dos resultados, conclusão e referências bibliográficas.

Treinamento ambiental em organizações com certificação ISO 14001: estudo de múltiplos casos e identificação de coevolução com a gestão ambiental

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Implantação de sistemas de gestão ambiental ISO 14001: uma contribuição da área de gestão de pessoas

Os sistemas certificáveis de gestão ambiental, como a norma ISO 14001, têm sido uma opção cada vez mais utilizada pelas organizações para equacionarem suas demandas ambientais, padronizarem seu processo produtivo, reduzirem custos de produção e melhorarem sua imagem. Entretanto, seu processo de implantação em indústrias gera mudanças significativas na cultura e estrutura destas empresas e devem ser devidamente consideradas por gestores e consultores. Pelo exposto, o principal objetivo deste artigo é apresentar práticas, sistematizadas à luz da teoria com especial contribuição da área de gestão de pessoas e com base em dois estudos de caso, para implantação de sistemas de gestão ambiental ISO 14001 em empresas industriais. Para tanto, foram realizados dois estudos de caso: um em uma empresa de baterias automotivas e outro em uma empresa moveleira. Os dados foram coletados a partir de entrevistas semiestruturadas com os gestores diretamente responsáveis por estes sistemas e com colaboradores-chave, observação in loco e análise de documentos. Ao final do artigo são apresentadas sugestões de práticas relacionadas aos seguintes elementos: alta direção, gestão de pessoas, comitê de gestão ambiental, missão e políticas, treinamento e comunicação.

Tratados de libre comercio y desafíos competitivos para Chile: la extensión de la ISO 9000

Incluye Bibliografía