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

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

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

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

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

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

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

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

Análise da viabilidade econômica de um sistema de aquecimento solar de água para uma empresa do setor hoteleiro

This paper presents an analysis of technical and financial feasibility of the use of a solar system for water heating in a fictitious hotel located in the Northeast region. Thereunto it is used techniques of solar collectors´ sizing and methods of financial mathematics, such as Net Present Value (NPV), Internal Rate of Return (IRR) and Payback. It will also be presented a sensitivity analysis to verify which are the factors that impact the viability of the solar heating. Comparative analysis will be used concerning three cities of distinct regions of Brazil: Curitiba, Belém and João Pessoa. The viability of using a solar heating system will be demonstrated to the whole Brazil, especially to the northeast region as it is the most viable for such an application of solar power because of its high levels of solar radiation. Among the cities examined for a future installation of solar heating systems for water heating in the hotel chain, João Pessoa was the one that has proved more viable.

Setor escuro do universo: uma análise termodinâmica

Significant observational effort has been directed to unveiling the nature of the so-called dark energy. However, given the large number of theoretical possibilities, it is possible that this a task cannot be based only on observational data. In this thesis we investigate the dark energy via a thermodynamics approach, i.e., we discuss some thermodynamic properties of this energy component assuming a general time-dependent equation-of-state (EoS) parameter w(a) = w0 + waf(a), where w0 and wa are constants and f(a) may assume different forms. We show that very restrictive bounds can be placed on the w0 - wa space when current observational data are combined with the thermodynamic constraints derived. Moreover, we include a non-zero chemical potential μ and a varying EoS parameter of the type ω(a) = ω0 + F(a), therefore more general, in this thermodynamical description. We derive generalized expressions for the entropy density and chemical potential, noting that the dark energy temperature T and μ evolve in the same way in the course of the cosmic expansion. The positiveness of entropy S is used to impose thermodynamic bounds on the EoS parameter ω(a). In particular, we find that a phantom-like behavior ω(a) < −1 is allowed only when the chemical potential is a negative quantity (μ < 0). Thermodynamically speaking, a complete treatment has been proposed, when we address the interaction between matter and energy dark

Maturidade em gerenciamento de projetos no contexto da gestão estratégica no setor público: análise na Secretaria de Estado da Tributação do Rio Grande do Norte

This paperwork attempts to measure the project management maturity in the State Department of Taxation in Rio Grande do Norte. Project management has shown to be a critical component to any organization success, as the projects are directly related to a set of activities resulting into organizational innovations such as products, services and processes; and its improvement is directly aligned with the strategic management. Methodologically, this paperwork uses both a quantitative and qualitative approach that will be applied to the coordinators, sub-coordinators, and directors of the Regional Offices of the State Department of Taxation. In the theoretical reference it is about the public management and analyzes the strategic management in contemporary public administration. Presents the maturity in project management is by discussing the main models: CMM, Capability Maturity Model; PMMM, Project Management Maturity Model; OPM3, Organization Project Maturity Model and the Prado-MMGP, Modelo de Maturidade em Gerenciamento de Projetos. From this analysis, considering attributes as an aid in taking strategic positioning, access to the model, possibility of benchmarking and continuous improvement, the Prado-MMGP model was the most appropriate for this research process. It has been proved that the State Department of Taxation shows a very low project management maturity level. Regarding the acceptance of the maturity dimensions by the State Department, it is still in an early developmental stage, as one of the dimensions showed a poor performance while the rest showed a regular one. In contrast with similar organizations, the maturity results have shown to be below the national average. The maturity assessment enables in the institution the implementation of a plan for institutional growth with the creation of sector strategic and project management

A relação trabalho e saúde no setor calçadista de Franca, São Paulo

Este texto busca evidenciar a relação trabalho e saúde em um lócus determinado: a produção calçadista em Franca, interior do estado de São Paulo. A discussão privilegia o processo sócio-histórico da referida atividade econômica em Franca, com ênfase na reestruturação produtiva que, a partir na década de 1990, disseminou parte da produção para as residências dos trabalhadores, constituindo as denominadas Bancas de Pespontos e de Corte em Calçados. Desse modo, a partir do conhecimento empírico, subsidiado pelas visitas a estes empreendimentos e de entrevistas com os trabalhadores e ainda com um relato de caso, enfatiza-se as relações sociais de trabalho que podem agredir à saúde. Todavia, diante da informalidade acabam não sendo consideradas na relação entre saúde e a atividade funcional exercida, ficando estes infortúnios distantes das negociações coletivas, fiscalizações, ou seja, de possíveis mudanças.

Sistemas certificáveis de gestão ambiental e da qualidade: práticas para integração em empresas do setor moveleiro

O principal objetivo deste artigo é propor, a partir do referencial teórico e de um estudo de caso em uma empresa moveleira, práticas para integração de sistemas certificáveis de gestão ambiental e da qualidade. A coleta de dados do estudo de caso se deu por meio de entrevistas semiestruturadas com o responsável direto pelos dois sistemas e com alguns colaboradores-chave do nível operacional, além de análise documental e de visitas in loco. Ao final deste artigo, são propostas práticas para integração desses sistemas, relacionadas aos seguintes elementos: alta administração; apoio administrativo, financeiro e pessoal; serviço de consultoria; coordenação do programa de integração; interface entre os sistemas; capacitação técnico-gerencial; sistema de liderança, prospecção, avaliação e desenvolvimento de fornecedores; sistema de informação; indicadores; comunicação com o cliente, e integração contínua.

Análise crítica do processo de auditoria de sistema de gestão da qualidade no setor aeroespacial

A auditoria de sistema de gestão da qualidade é utilizada pelas organizações para melhorar o seu desempenho por meio de avaliações sistemáticas dos processos. Ao mesmo tempo, a atividade de auditoria vem sendo questionada quanto à sua capacidade de promover essa melhoria. Diante deste cenário, este artigo objetiva analisar fatores que afetam o processo de auditoria de certificação do sistema de gestão da qualidade, de modo a indicar oportunidades de melhoria das auditorias. A pesquisa é delimitada a auditorias no setor aeroespacial, que são orientadas pela NBR 15100. Foi realizada uma survey com auditores experientes nos anos de 2009 e 2010. São identificados fatores como comunicação, seleção da equipe, conhecimento do setor e os resultados mostram a existência de discrepâncias consideráveis entre o nível de importância e de aplicação desses fatores nas organizações auditadas.

O ambiente de trabalho no setor bancário e o bem-estar

Wich the big transformations at the world of labor, thus as the appearing of the negatives psicologicals consequencies? Publications in books and articles about the health of the workers have been seen in the last 40 years, pointing at the increase of occupational ills, increase of the absenteeism, reach the redation between the labor and the family. With the appearing of the neoliberal sistem, changed all the net of relations, thus as the temporary labor contract, the flexibility at the work timetable, and others, that privilege the capitalism, in detriment of the worker health. It was given emphasis to the banking worker, in time that the banks and the banking agencies were one of the departaments that more suffered the impact of the productive restructuring at the last years. 200 bank clerks shared the search, in that 41,9% was female and 58,1% was male, 60,9% presenting a civil state married, following of 28,4% of single. The participants answered the following instruments: Scale of Positives and Negative Kindness, General Health Questionaire GHQ 12, Scale of Organization, Conditions and Labor Relations, Scale of Desire (own authorship), Scale about economic situation and a social-demographic record car. With the objective of trying the instruments of measure, it was checking the psychometric parameter of the search scales. We could verify that it has been more positive than negative ones for the mental health, but it was found some kind of depression and unsatisfied with their lives in some pieces of the sample. We can finally say that the work place has an impact at the mental health of the bank clerks. So, some interventions actions to promote the worker health could be essential

Terceiro setor em HIV/AIDS: mapeando o ativismo social na contemporaneidade

The struggle against AIDS is a kind of action in favor of life and the organized Brazilian civil society incorporated it in a meaningful dimension. This struggle matured the creation of non-governmental organizations (NGOs) and advanced with the discoveries about the disease. Since the very early 90 s, the consolidation of the partnership involving the movement anti-aids with State came up with a dilemma for the entities of civil society: are they just executors of governmental policies or do they take up the role of effective demands concerning public policies? Since then, activism against aids started to stand for execution of projects and one considers that the institutional way of anti-aids work has problems because it constructs a basic strategy to take off the political aspect of the third sector. The NGOs/aids consolidate the reconfiguration of capital and get far from street activities. This is important to be studied because the relationship between society and aids, contemporarily, can prevent them from accomplishing their agenda referring to political mobilization and collective resistance. This research started to be carried after some visits, previously arranged, to an institutional life support group called Grupo de Apoio à Vida-GAV, in Campina Grande. A semi-structured interview was applied to 31 users and to 6 technicians of the entity mentioned. One aimed at investigating the activist anti-aids practice, identifying the conceptions of activism and knowing how social actors assess those practices. Preliminary results indicate that one of the conceptions on activism among the interviewees refers to the execution of projects through partnership of NGOs and supporting institutions, governmental or non-governmental. Although this new conception on activism consolidates a non-political aspect, there are other ways of executing projects and participating actively, according to some users, such as: meetings, lectures and other sorts of events promoted by the group, which are also legitimate actions representing anti-aids activism at the present context

As fontes de desgaste físico e emocional e a Síndrome de Burnout no setor de transporte coletivo urbano de Natal

Recognizing the importance the workplace has on mental health of the individual, the objective of this study was to investigate the relationship between the burnout syndrome and the sources of physical and emotional wear which permeate the work conditions of the urban public transport system of the city of Natal. Although existent in international literature, research on burnout in the professional transport category and studies directed to this category are not a tradition in Brazil. The research was carried out using 412 drivers and money-changers of two transport companies of Natal. To collect the data, two questionnaires and a semi-structured interview were used. The first instrument, developed and validated during the research, investigated the sources of wear and the second, the syndrome of burnout. As its main results, two sources of empirical wear were identified as follows: (1) the Conflict of Values and the Lack of Justice at the Workplace, (2) Union and Reward. Besides these, it was observed that there is an incidence of the syndrome of burnout among the drivers and money-changers of urban transport by bus, not only in the caring occupations studied before in Natal and Brazil and that this incidence is related to the sources of wear which permeate the work conditions of these professionals

Precarização do trabalho no setor de supermercados : um estudo de caso com trabalhadores em Natal

Precarization of work, process situated historically after the third Industrial Revolution, express itself as one of the faces of changes in production modus and working conditions. The present study aims to identify the process of work precarization in supermarket sector in Natal municipality. The choice for this sector and professional category is based on low investment in studies on the commercial sector and on technological and administrative transformations that supermarkets have implemented. After a bibliographical review, ten indicators of precarization were chosen which permitted to set up a schedule to interviews and its application to employees of two supermarkets (local companies) in Natal area. The following working functions were chosen to participate in the survey: cashier, display assistant (shelf-stacker) and attendants (N=6). From the interviews we developed an analysis of categorical contents in order to identify the presence of precarization indicators. Categorizations allowed us to identify five major themes: work categorization; work meaning: its attributes; work meaning: work centrality; comments on the employment of apprentices or trainees; and transversal work contents. Such themes contents express or not the presence of precarization process at supermarket sector in Natal area. Precarious work is identified in participants speech when they refer to the employees decreasing power in salaries negotiation between them and employers that institute the precarious work conditions

Os novos quixotes da psicologia e a prática social no âmbito do terceiro setor

A pesar del cuadro crítico de la pobreza y desigualdad social en que vivimos en el país, las perspectivas actuales apuntan para el fin del Estado Interventor y para la reducción del gasto público destinado a las políticas sociales. Con el enjugamiento del estado, el Tercer sector está encargado de pacificar la cuestión social, reduciéndola al ámbito del deber moral. Convocado al compromiso social, el psicólogo también empieza a trabajar en la frontera de la exclusión, sin cuestionar la finalidad y las implicaciones políticas del nuevo escenario. El objetivo de este trabajo es investigar la práctica social del psicólogo, en el ámbito del tercer sector , buscando el análisis que hace del nuevo campo de trabajo, así como las estrategias utilizadas en el enfrentamiento de la pobreza. Para la investigación, fueron realizadas 20 (veinte) encuestas semiestructuradas con psicólogos que actúan en instituciones del tercer sector . Las encuestas fueron analizadas cualitativamente, a la luz de la perspectiva gramsciana de sociedad civil y emancipación humana, bien como de los preceptos de la Psicología Comunitaria y Intervención Psicosocial. Utilizamos como base de análisis, todavía, el Método Comparativo Constante. Los resultados fueron agrupados en tres ejes: quien son los nuevos quijotes de la Psicología, las demandas del Tercer Sector y las estrategias utilizadas por el psicólogo en el Tercer Sector . La perspectiva defendida en este trabajo es la de que en el campo de las intervenciones sociales, y más acentuadamente en el Tercer Sector , los psicólogos serían nuevos quijotes , actuando con buena voluntad, con grandes sueños de transformación, pero realizando acciones que no parten de una lectura crítica y adecuada de la realidad, no percibiendo sus posibilidades reales y sus límites de actuación. Finalmente, defendemos que se debe buscar, con la inserción profesional; mejorar la calidad de vida y el bienestar, a través de una intervención proactiva, buscando el desarrollo, la organización y la emancipación de las personas, grupos y comunidades