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

Uma abordagem híbrida para o problema de seleção de fornecedores em cadeia de suprimentos

This work presents a hybrid approach for the supplier selection problem in Supply Chain Management. We joined decision-making philosophy by researchers from business school and researchers from engineering in order to deal with the problem more extensively. We utilized traditional multicriteria decision-making methods, like AHP and TOPSIS, in order to evaluate alternatives according decision maker s preferences. The both techiniques were modeled by using definitions from the Fuzzy Sets Theory to deal with imprecise data. Additionally, we proposed a multiobjetive GRASP algorithm to perform an order allocation procedure between all pre-selected alternatives. These alternatives must to be pre-qualified on the basis of the AHP and TOPSIS methods before entering the LCR. Our allocation procedure has presented low CPU times for five pseudorandom instances, containing up to 1000 alternatives, as well as good values for all considered objectives. This way, we consider the proposed model as appropriate to solve the supplier selection problem in the SCM context. It can be used to help decision makers in reducing lead times, cost and risks in their supply chain. The proposed model can also improve firm s efficiency in relation to business strategies, according decision makers, even when a large number of alternatives must be considered, differently from classical models in purchasing literature

Análise da atividade de trabalho profissional de gerentes de hotel à luz da abordagem da ergonomia

This Masters degree dissertation presents a research that aims at analyzing the activities regarding within a hotel managers work in Natal/RN - Brazil, This Masters degree dissertation presents the research that aims at analyzing the activities regarding the hotel managers work in Natal / RN - Brazil, performing diagnosis of their activities and relating the aspects that impact the quality and productivity of hotel services and managers occupational health. This research is characterized as a case study with a qualitative approach, taking the method of Ergonomic Work Analysis which is the analysis of the managers work activity as a reference to the focus; and combining the use of observational and interactional methods. Ergonomics and macroergonomics are used in this study not only to understand the physical, cognitive and organizational constraints of the manager s duties, but also to characterize the work organizational architecture and design of that hotel. High workload, accumulation of tasks and diversion of functions performed by managers were noticed, increasing thereby the physical and psychological suffering for them. It was found that the activity of managers is characterized by the ambivalence of power, limited autonomy, cooperation, interdependence between managers and the fear of incompetence. It was also noticed that managers devote more time to the day job (37%), another time to sleep (30%), while only 33% of the rest of the day are meant for activities like taking care of health, family, social life and study. Although there are few studies addressing the health and safety of hotel managers, this research revealed that 84% of the surveyed hotel managers complain of musculoskeletal pain which 50% are obese and are 100% sedentary. It was also observed that managers adopt unsuitable postures for carrying out the work activities that contribute to becoming injured or work-related musculoskeletal disorders in the near future. Ergonomic measures were recommended as an investment in the skills and the training of managers, encouraging cooperative work, appropriateness of workload, limiting overtime, preserving the enjoyment of breaks during work and weekly holidays, changing the layout of the work sector , usage of communication technology to prevent displacement, compensatory physical activities, furniture adaptation, among others

Algoritmos de otimização para decisões de localização de facilidades e distribuição em sistemas multiníveis de transporte rodoviário de carga

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Estratégias de avaliação de desempenho dos propagandistas de medicamentos utilizados pela indústria farmacêutica no nordeste do Brasil

A Indústria Farmacêutica é uma das mais competitivas indústrias do mundo contemporâneo, e um dos seus principais desafios está na comercialização de seus medicamentos, que na sua maioria depende da prescrição médica. O objetivo deste estudo é identificar as estratégias de avaliação de desempenho utilizadas pela Indústria Farmacêutica de origem multinacional que atua no nordeste Brasileiro e o papel dos seus gerentes, para avaliar os propagandistas vendedores de medicamentos. Para tanto, buscouse reunir elementos para uma abordagem satisfatória que contemple a complexidade da temática pesquisada: Avaliação de Desempenho, Estratégias da Indústria Farmacêutica, Propaganda Médica e Competências dos Propagandistas de Medicamentos. A temática justifica-se em razão da importância estratégica dos propagandistas de medicamentos para a indústria farmacêutica, que é uma das indústrias que mais investe em pesquisa na atualidade, e contribui para melhorar a qualidade de vida e a saúde humana. A metodologia é caracterizada como um survey, de natureza quali-quantitativa. O objeto de estudo é composto pelas empresas farmacêuticas multinacionais de origem Americanas, Europeias e Asiáticas, associadas à INTERFARMA que atuam no Nordeste do Brasil. A coleta de dados foi realizada através de um questionário fechado (instrumento de pesquisa), composto por 5 perguntas fechadas que abordam a temática central dessa dissertação, 27 afirmativas para medir a concordância(escala likert) e 1 tabela contendo 46 competências, aplicado junto a gerentes da indústria farmacêutica. A análise dos dados foi feita por meio das técnicas de estatística descritiva e uma análise quantitativa para estabelecer o Ranking Médio (RM) para a parte do questionário que utilizou escala tipo Likert de 5 pontos para mensurar o grau de concordância dos respondestes. Através dos resultados desta pesquisa foi possível identificar as estratégias de avaliação de desempenho, utilizadas pelas empresas farmacêuticas, que atuam no Nordeste do Brasil, na gestão dos propagandistas vendedores de medicamentos, e identificar as competências essenciais dos propagandistas de medicamentos, na percepção dos gestores. Os resultados demonstraram que a Indústria Farmacêutica desenvolve e utiliza várias estratégias para medir e avaliar o desempenho dos propagandistas de medicamentos no Brasil, assim como em outros países, e que na percepção dos gerentes da Indústria Farmacêutica existem competências consideradas essenciais ao bom desempenho profissional dos propagandistas de medicamentos da indústria farmacêutica, contribuindo de para avanço do conhecimento deste tema

Medição de desempenho na cadeia de suprimentos da energia eólica: proposta de um conjunto de indicadores de desempenho

Performance measurement in highly competitive markets is a necessary measure for those who aim the top positions. The business performance measurement approach have reached relevant results in the literature, however, a different approach has recently appeared that broadened the perception of competition, where companies do not seek the competition among companies only, but also among supply chains. Brazilian Wind energy supply chain is living a structuring and expanding moment, with the major global players in the industry making investments in the country. This research aims to answer which are the key performance indicators that must be considered by the Brazilian wind energy sector companies, which are part in a broad perspective of supply chain competition. The research was executed in two steps: exploratory (literature review and a field research in the companies) and later a survey was conducted with the Brazilian Wind energy companies workers with the purpose to validate the performance indicators found in the exploratory step. The survey evaluated 40 performance indicators distributed among five major activities: Project prospection, building/execution, operation and maintenance, logistics and transverse processes, which summarize the performance of the entire supply chain, pointing the sinergy and the competitive level of the supply chain. The selected performance indicators reflect the high relevance of the costs dimension in the Brazilian energy companies performance, acting as a key performance indicator, is also indicates the limited performance management integration throughout the Brazilian wind energy supply chain

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

Metodologia estatística na solução do problema do caixeiro viajante e na avaliação de algoritmos : um estudo aplicado à transgenética computacional

The problems of combinatory optimization have involved a large number of researchers in search of approximative solutions for them, since it is generally accepted that they are unsolvable in polynomial time. Initially, these solutions were focused on heuristics. Currently, metaheuristics are used more for this task, especially those based on evolutionary algorithms. The two main contributions of this work are: the creation of what is called an -Operon- heuristic, for the construction of the information chains necessary for the implementation of transgenetic (evolutionary) algorithms, mainly using statistical methodology - the Cluster Analysis and the Principal Component Analysis; and the utilization of statistical analyses that are adequate for the evaluation of the performance of the algorithms that are developed to solve these problems. The aim of the Operon is to construct good quality dynamic information chains to promote an -intelligent- search in the space of solutions. The Traveling Salesman Problem (TSP) is intended for applications based on a transgenetic algorithmic known as ProtoG. A strategy is also proposed for the renovation of part of the chromosome population indicated by adopting a minimum limit in the coefficient of variation of the adequation function of the individuals, with calculations based on the population. Statistical methodology is used for the evaluation of the performance of four algorithms, as follows: the proposed ProtoG, two memetic algorithms and a Simulated Annealing algorithm. Three performance analyses of these algorithms are proposed. The first is accomplished through the Logistic Regression, based on the probability of finding an optimal solution for a TSP instance by the algorithm being tested. The second is accomplished through Survival Analysis, based on a probability of the time observed for its execution until an optimal solution is achieved. The third is accomplished by means of a non-parametric Analysis of Variance, considering the Percent Error of the Solution (PES) obtained by the percentage in which the solution found exceeds the best solution available in the literature. Six experiments have been conducted applied to sixty-one instances of Euclidean TSP with sizes of up to 1,655 cities. The first two experiments deal with the adjustments of four parameters used in the ProtoG algorithm in an attempt to improve its performance. The last four have been undertaken to evaluate the performance of the ProtoG in comparison to the three algorithms adopted. For these sixty-one instances, it has been concluded on the grounds of statistical tests that there is evidence that the ProtoG performs better than these three algorithms in fifty instances. In addition, for the thirty-six instances considered in the last three trials in which the performance of the algorithms was evaluated through PES, it was observed that the PES average obtained with the ProtoG was less than 1% in almost half of these instances, having reached the greatest average for one instance of 1,173 cities, with an PES average equal to 3.52%. Therefore, the ProtoG can be considered a competitive algorithm for solving the TSP, since it is not rare in the literature find PESs averages greater than 10% to be reported for instances of this size.

Probabilidades imprecisas: intervalar, fuzzy e fuzzy intuicionista

The idea of considering imprecision in probabilities is old, beginning with the Booles George work, who in 1854 wanted to reconcile the classical logic, which allows the modeling of complete ignorance, with probabilities. In 1921, John Maynard Keynes in his book made explicit use of intervals to represent the imprecision in probabilities. But only from the work ofWalley in 1991 that were established principles that should be respected by a probability theory that deals with inaccuracies. With the emergence of the theory of fuzzy sets by Lotfi Zadeh in 1965, there is another way of dealing with uncertainty and imprecision of concepts. Quickly, they began to propose several ways to consider the ideas of Zadeh in probabilities, to deal with inaccuracies, either in the events associated with the probabilities or in the values of probabilities. In particular, James Buckley, from 2003 begins to develop a probability theory in which the fuzzy values of the probabilities are fuzzy numbers. This fuzzy probability, follows analogous principles to Walley imprecise probabilities. On the other hand, the uses of real numbers between 0 and 1 as truth degrees, as originally proposed by Zadeh, has the drawback to use very precise values for dealing with uncertainties (as one can distinguish a fairly element satisfies a property with a 0.423 level of something that meets with grade 0.424?). This motivated the development of several extensions of fuzzy set theory which includes some kind of inaccuracy. This work consider the Krassimir Atanassov extension proposed in 1983, which add an extra degree of uncertainty to model the moment of hesitation to assign the membership degree, and therefore a value indicate the degree to which the object belongs to the set while the other, the degree to which it not belongs to the set. In the Zadeh fuzzy set theory, this non membership degree is, by default, the complement of the membership degree. Thus, in this approach the non-membership degree is somehow independent of the membership degree, and this difference between the non-membership degree and the complement of the membership degree reveals the hesitation at the moment to assign a membership degree. This new extension today is called of Atanassov s intuitionistic fuzzy sets theory. It is worth noting that the term intuitionistic here has no relation to the term intuitionistic as known in the context of intuitionistic logic. In this work, will be developed two proposals for interval probability: the restricted interval probability and the unrestricted interval probability, are also introduced two notions of fuzzy probability: the constrained fuzzy probability and the unconstrained fuzzy probability and will eventually be introduced two notions of intuitionistic fuzzy probability: the restricted intuitionistic fuzzy probability and the unrestricted intuitionistic fuzzy probability

Dimensionamento de sistemas de aterramento em linhas de transmissão para escoamento eficiente de correntes de surtos atmosféricos

This work presents in a simulated environment, to analyze the length of cable needed counterweight connected to ground rod, able to avoid the phenomenon of flashover return, back flashover, the insulator chains of transmission lines consisting of concrete structures when they are subjected to lightning standardized regarding certain resistivity values of some kinds of soil and geometric arrangements of disposal of grounding systems structures

Desenvolvimento de uma cadeira de rodas robótica para transporte de portador de necessidades especiais

The objective of the dissertation was the realization of kinematic modeling of a robotic wheelchair using virtual chains, allowing the wheelchair modeling as a set of robotic manipulator arms forming a cooperative parallel kinematic chain. This document presents the development of a robotic wheelchair to transport people with special needs who overcomes obstacles like a street curb and barriers to accessibility in streets and avenues, including the study of assistive technology, parallel architecture, kinematics modeling, construction and assembly of the prototype robot with the completion of a checklist of problems and barriers to accessibility in several pathways, based on rules, ordinances and existing laws. As a result, simulations were performed on the chair in various states of operation to accomplish the task of going up and down stair with different measures, making the proportional control based on kinematics. To verify the simulated results we developed a prototype robotic wheelchair. This project was developed to provide a better quality of life for people with disabilities

Avaliação da potencialidade de argilas de queima clara como matérias-primas para o desenvolvimento de novos produtos cerâmicos

The industries of structural ceramics are among the most important production chains in the state of Rio Grande do Norte. The industry and other interest groups to target the replacement of firewood by natural gas. Studies accordingly concluded that simple change does not guarantee products of superior quality, and that the increase in spending on fuel can economically cripple the use of gas for burning the majority of products manufactured by that action. However some proposals of innovations in terms of process and product are being studied in an attempt to justify the use of natural gas in industry, structural ceramics. One of the aspects investigated is the development of ceramic products differentiated, with new designs and greater value added. Inserted in that context, this paper aims to investigate the potential use of clay-firing clear fabrication of the "bricks of apparent joins drought", a new ceramic product with an innovative way. The development of the work was done in three stages. In the initial stage was held the characterization of raw materials, sought information on physical, chemical, mineralogical and mechanical samples. In the second stage five bodies were made using two of the nine ceramic clay characterized the first step. The masses were analyzed and compared with respect to the size distribution, plasticity and technological properties. In the last part of this work was carried out tests on massive bricks manufactured on an industrial scale. The results show that the nine clays can be used in the manufacture of new ceramic products, is the only constituent of mass ceramic or by mixing with other(s) clay(s

Desenvolvimento e caracterização de nanocompósito de resina epóxi com nanopartículas de sílica para revestimento de dutos para transporte de petróleo

The use of polymer based coatings is a promising approach to reduce the corrosion problem in carbon steel pipes used for the transport of oil and gas in the oil industry. However, conventional polymer coatings offer limited properties, which often cannot meet design requirements for this type of application, particularly in regard to use temperature and wear resistance. Polymer nanocomposites are known to exhibit superior properties and, therefore, offer great potential for this type of application. Nevertheless, the degree of enhancement of a particular property is greatly dependent upon the matrix/nanoparticle material system used, the matrix/nanoparticle interfacial bonding and also the state of dispersion of the nanoparticle in the polymer matrix. The objective of the present research is to develop and characterize polymer based nanocomposites to be used as coatings in metallic pipelines for the transportation of oil and natural gas. Epoxy/SiO2 nanocomposites with nanoparticle contents of 2, 4, and 8 wt % were processed using a high-energy mill. Modifications of the SiO2 nanoparticles‟ surfaces with two different silane agents were carried out and their effect on the material properties were investigated. The state of dispersion of the materials processed was studied using Scanning and Transmission Electron Microscopy (SEM and TEM) micrographs. Thermogravimetric analysis (TG) were also conducted to determine the thermal stability of the nanocomposites. In addition, the processed nanocomposites were characterized by dynamic mechanical analysis (DMA) to investigate the effect of nanoparticles content and silane treatment on the viscoelastic properties and on the glass transition temperature. Finally, wear tests of the pin-on-disc type were carried out to determine the effects of the nanoparticles and the silane treatments studied. According to the results, the addition of SiO2 nanoparticles treated with silane increased the thermal stability, the storage modulus and Tg of the epoxy resin and decreased wear rate. This confirms that the interaction between the nanoparticles and the polymer chains plays a critical role on the properties of the nanocomposites

Estudo das variáveis de processamento das matérias-primas da região do crato - ce na fabricação de produtos cerâmicos por extrusão e por prensagem

The limits to inform is about the character stico of basic, quimica, mineralogical and mechaniques of matlaughed material used in the manufacturing process the product certified in economic region the Cariri, specifically in the city of Crato, Ceará state, motivated the development of this work, since in this region the exist ing economic context that a general appear as important in the production chains. Were made twentyfive soils-test specimen collection and the study was performed to differentiate the mat laugh materials of variaveis processing of mathing raw materials in the factory The product mica monkeys by extrusion and pressing. The results were obtained ap s as analyzes: grain size, index of plasticity, fluoresce incidence X-ray difration the X-ray, and analyzes thermicals and properties technological. through s of curves gresifica returned to was a comparison between the retro the linear, absorb to water, porosity and bulk density. the results show that the excellent distribution and character acceptable available for the processing of the structure color dark red. needing, therefore, of the mixture of a less plastic clay with thick granulation, that works as plasticity reducer. In spite of the different resignation forms for prensagem and extrusion, the characteristics of absorption of water and rupture tension the flexing was shown inside of the patterns of ABNT

Síntese e caracterização de tensoativos e estudo de equilíbrio de fase dos sistemas CnH2n+2/H2O/CnH2n+1COONa/But-OH

The growing utilization of surfactants in several different areas of industry has led to an increase on the studies involving solutions containing this type of molecules. Due to its amphiphilic nature, its molecule presents one polar part and one nonpolar end, which easily interacts with other molecules, being able to modify the media properties. When the concentration in which its monomers are saturated, the airliquid system interface is reached, causing a decrease in interfacial tension. The surfactants from pure fatty acids containing C8, C12 and C16 carbonic chains were synthesized in an alcoholic media using sodium hydroxide. They were characterized via thermal analysis (DTA and DTG) and via infrared spectroscopy, with the intention of observing their purity. Physical and chemical properties such as superficial tension, critical micelle concentration (c.m.c), surfactant excess on surface and Gibbs free energy of micellization were determined in order to understand the behaviour of these molecules with an aqueous media. Pseudo-ternary phase diagrams were obtained aiming to limit the Windsor equilibria conditions so it could be possible to understand how the surfactants carbonic chain size contributes to the microemulsion region. Solutions with known concentrations were prepared to study how the surfactants can influence the dynamic light scattering spectroscopy (DLS) and how the diffusion coefficient is influenced when the media concentration is altered. The results showed the variation on the chain size of the studied surfactant lipophilic part allows the conception of surfactants with similar interfacial properties, but dependent on the size of the lipophilic part of the surfactant. This variation causes the surfactant to have less tendency of microemulsionate oil in water. Another observed result is that the n-alcanes molecule size promoted a decrease on the microemulsion region on the obtained phase diagrams