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 modelagem de indicadores de desempenho para instituições de ensino superior no Brasil na abordagem do balanced scorecard: um estudo com instituições privadas

This Master of Science Thesis deals with a BSC modeling for higher education institution focusing on private institution in the Brazilian context. It‟s accomplished a literature review in order to understand the BSC and its application to for profit and non for profit organizations and as a main result it is proposed a BSC conceptual model with a new perspective (Government) and a change in the hierarchy of the main BSC perspective equaling financial to customer/society. Taking the national higher education assessment system of Education Ministry indicators a model is deployed and the relations between the indicators are measured with the Pearson correlation coefficient. As a result a model emerges with sound relations of indicators but a improvement in the financial indicators is needed

Aplicando análise de envoltória de dados -DEA à avaliação de desempenho acadêmico: um estudo em programas de pós-graduação em engenharia mecânica e produção no Brasil

This Master of Science Thesis deals with applying DEA (Data Envelopment Analysis) to the academic performance evaluation of graduate programs in Brazil, exploring it on a Mechanical and Production Engineering Program 2001-2003 data. The data used is that of the national assessment carried by CAPES, the governmental body in charge for graduate program assessment and certification. It is used the CCR output oriented DEA model, the CCR-Output with Assurance Region, and Window Analysis. The main findings are first that the CCR has the concerning problem of zero values of weights of outputs that is not appropriate in a sense that a graduate program has the higher efficiency score zeroing some output (e.g., number of academic papers published). Secondly, the Assurance Region method proved useful. Third, the Window Analysis also gave some light to the consistency of the performance in the time frame analysed. Also, the analysis results in the understanding that the Mechanics and Production Engineering should not be assessed jointly like currently applied by CAPES and rather should be assessed in its own field separately. Finally, the result of the DEA analysis showed some serious inconsistencies with the CAPES method. Graduate programs considered excellent has got low performance score and vice versa. This Thesis provides a strong argument in order to use DEA at least as a complimentary methodology for graduate program performance evaluation in Brazil

Terceirização em tecnologia da informação sob os aspectos de estratégia, tomada de decisão e análise de investimentos :estudo de múltiplos casos em três organizações franqueadas da Coca-Cola do Brasil

Desde a criação da tecnologia e do seu uso pelas empresas, a relação custo e benefício nem sempre foi bem elucidada tanto para os responsáveis pela área de tecnologia quanto para a alta direção. Mas, apesar disto, cada vez mais as organizações investem maciçamente em tecnologia, esperando que esta seja a solução para diversos problemas. Por isto, esta questão tem se tornado crucial para o processo de tomada de decisões, visto que investimentos nesta área costumam ser dispendiosos e, na atual conjuntura, estas análises precisam ser extremamente criteriosas para que se miniminizem as possibilidades de insucesso dos projetos, principalmente numa economia estabilizada e de concorrência acirrada. Uma das alternativas que as empresas têm buscado para atingir o sucesso e correr menos riscos é a terceirização da área de TI. Partindo desta visão, a presente dissertação tem por objetivo realizar uma investigação sobre a terceirização dos serviços de TI em todos os seus aspectos, isto é, desde a sua motivação, serviços efetivamente terceirizados, vantagens, desvantagens e possíveis obstáculos, a visão do alinhamento estratégico da TI, os processos de gestão de contratos e formas de controle e, por fim, tendências futuras. Trata-se de uma pesquisa de múltiplos casos, envolvendo franquias do Sistema Coca-Cola no Brasil. O estudo apresenta uma pesquisa bibliográfica sobre o processo de tomada de decisão empresarial, a análise de investimentos, a gestão e a terceirização da TI, o que permitem definir as dimensões de análise da pesquisa. Na pesquisa de campo foram entrevistados os gerentes da área de TI, nas cidades de Brasília-DF, Goiânia-GO e Ribeirão Preto-SP. A pesquisa de campo permitiu identificar como as mesmas avaliam seus investimentos em TI, como esta área é gerenciada, o que as levou a optar pela terceirização e como os processos terceirizados afetam a organização. Por se tratar de uma pesquisa qualitativa, optou-se por analisar comparativamente as três organizações. Com a realização deste estudo, obtiveram-se, como principais resultados, que as organizações estão utilizando a terceirização em TI para focar no negócio principal e, mesmo encontrando diversas desvantagens, inclusive com relação a custos, acreditam que os benefícios justificam. Ainda identificaram-se alguns obstáculos internos para a terceirização, principalmente quanto ao receio de se perder a inteligência do negócio. O acompanhamento dessas atividades terceirizadas é realizado pela equipe interna e por critérios estruturados, onde se verificam os níveis de serviço

Análise dos custos assistenciais de uma operadora de plano de saúde no Brasil

The relevance of rising healthcare costs is a main topic in complementary health companies in Brazil. In 2011, these expenses consumed more than 80% of the monthly health insurance in Brazil. Considering the administrative costs, it is observed that the companies operating in this market work, on average, at the threshold between profit and loss. This paper presents results after an investigation of the welfare costs of a health plan company in Brazil. It was based on the KDD process and explorative Data Mining. A diversity of results is presented, such as data summarization, providing compact descriptions of the data, revealing common features and intrinsic observations. Among the key findings was observed that a small portion of the population is responsible for the most demanding of resources devoted to health care

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

Um Estudo de Politicas e Práticas do uso do GNV no transporte público urbano do Brasil

The use of Natural Gas Vehicle has had a fast increase lately. However, in order to have a continuous success this Program needs to develop converting devices of Otto-cycle engines, gasoline or alcohol, to the use of NGV (Natural Gas Vehicle) that presents low cost, maintaining the same original development of the vehicle and low level of emissions, considering the PROCONVE rules. Due to the need to diversify the matrix in order to avoid energetic dependence and due to strict pollution control, it has increased in the Brazilian market the number of vehicles converted to the use of NGV. The recent regulation of the PROCONVE, determining that the converted engines with kits should be submitted to emission testing, comes to reinforce the necessity of the proposed development. Therefore, if we can obtain kits with the characteristics already described, we can reach a major trust in the market and obtain an increase acceptance of the vehicle conversion for NGV. The use of natural gas as vehicle fuel presents several advantages in relation to liquid fuels. It is a vehicle fuel with fewer indexes of emissions when compared to diesel; their combustion gases are less harmful, with a major level of safety than liquid fuels and the market price is quite competitive. The preoccupation that emerges, and the motivation of this project, is to know which are the main justifications for such technology, well accepted in other countries, with a low index or emission, with a high level of safety, where its maintenance becomes low, reminding that for this it is necessary that this technology has to be used properly, and once available in the market will not motivate interest in the urban transportation companies in Brazil, in research centers in general. Therefore this project exists to show the society in a general way the current vision of the main governmental factors, of the national research centers and of the private companies concerning the use of natural gas vehicles in urban transport vehicles, in order to give a major reliability to the population as well as to motivate national market competitiveness with a low cost and reliable product and to enrich the national technology

Gestão de resíduos sólidos: um estudo da conscientização ambiental em uma cidade do Brasil

The present study inserts on the international environmental thematic, approaching the integrated management of solid waste and the participation of the social actors in the search of the sustainable development. The awareness in combining it still describes a Selective Collection Program SCP of solid waste, in partnership with the municipal public power, in the development of joint actions that result in better alternatives of waste management in the urban centers, providing better life quality for the population and conservation of the environment. The aim of this research is to study problematic of the management of solid waste under the point of view of the environmental awareness and the participation of the population in a city of Brazil. In this matter, the target of the work is focusing on the strategy of solid waste management, through the attitudes and the respondents behaviors to aid in the making decision of the public manager related to the implantation of a selective collection program in Natal/RN. The methodology used in this work constitutes in the application of a questionnaire with scales of the type Likert being constituted of variables that compose the aspects of attitudes and of behaviors, besides a social-demographic scale. For analysis statistics is used the Pearson s Chi-Square Method in order to verify the dependence of the associations between the social-demographic variables and the attitude and the behavior ones. The results appear for a larger participation in a SCP, since this provides a better quality of life of the population (28,3 %), followed for offering a financial advantage (27,3%). Other results indicate the existence of the variables that exercise influence on the environmental awareness of the population to its demographic aspects

Superando os riscos da segurança baseada em perímetro - Uma abordagem com identificação federada através de certificados digitais A3/ICP-Brasil e SAML

The traditional perimeter-based approach for computer network security (the castle and the moat model) hinders the progress of enterprise systems and promotes, both in administrators and users, the delusion that systems are protected. To deal with the new range of threats, a new data-safety oriented paradigm, called de-perimeterisation , began to be studied in the last decade. One of the requirements for the implementation of the de-perimeterised model of security is the definition of a safe and effective mechanism for federated identity. This work seeks to fill this gap by presenting the specification, modelling and implementation of a mechanism for federated identity, based on the combination of SAML and X.509 digital certificates stored in smart-cards, following the A3 standard of ICP-Brasil (Brazilian official certificate authority and PKI)

Projeto, construção e análise de desempenho de um forno solar alternativo tipo caixa a baixo custo

An alternative box-type solar oven constructed from the scrap iron of a gas conventional cook is presented, which functions principles are the effect greenhouse and the concentration. The oven of the conventional cook is the baking enclosure where the absorber (pot) of the solar oven is located, being re-covered for a glass blade for the generation of the greenhouse effect isolated lateral and having deep its and for a composite the plaster base and EPS. Segments of plain mirrors had been placed in the laterals of the oven for the concentration of the radiation and a reflecting parabola was introduced in the baking enclosure for the exploitation of the incident reflected radiation in the interior of the oven. The oven is mobile to allow one better aiming of exactly in relation to the apparent movement of the sun. The thermal economic and of materials viabilities of the stove in study will be demonstrate The average internal temperature of the absorber was around 150°C and the internal temperature around 120°C. Will demonstrate that its low cost and good thermal performance represents basic characteristics for the viability of large use of such archetype, mainly for cooking the decreases and averages temperatures. One will reveal that the archetype in study is competitive with the box-type solar cooker conceived in the whole world

Construção e análise de desempenho de um forno/fogão solar tipo caixa construído a partir de uma sucata de pneu

An alternative box-type solar cooker built starting from the scrap of a tire and a scrap of old office chair is presented, which principles functions are the effect greenhouse and the concentration. The tire served as structure for making of is the baking enclosure where the absorber (roasting pan 20x30cm) of the solar is located, being re-covered for a glass blade for the generation of the greenhouse effect isolated lateral and having deep its and for a composite the plaster base and EPS. Segments of plain mirrors had been placed in the laterals of the oven/cook for the concentration of the radiation and a reflecting parable was introduced in the baking enclosure for the exploitation of the incident reflected radiation inside of the oven/cook. The oven/cook is mobile to allow one better aiming of exactly in relation to the apparent movement of the sun. The thermal economic and of materials viabilities of the stove/cook in study will be demonstrate. The average internal temperature of the absorber was around 152,3°C and the internal temperature around 110°C. Will demonstrate that toits low cost and good thermal performance, represents basic characteristics for the viability of large use of such archetype, mainly for cooking the decreases and averages temperatures. One will reveal that the archetype in study is competitive with the box-type solar cooker conceived in the whole world

Construção e avaliação térmica de um fogão solar tipo caixa

The present work presents a contribution in the study of modelings of transference of heat for foods submitted to the experimental tests in the considered solar oven, where the best modeling for the beefburger of chicken in study was evaluated, comparing the results, considering this food as a half-infinite(1er object considered model) and,after that, considered the chicken beefburger as a plain plate in transient regimen in two distinct conditions: not considering and another model considering the contribution of the generation term, through the Criterion of Pomerantsev. The Sun, beyond life source, is the origin of all the energy forms that the man comes using during its history and can be the reply for the question of the energy supplying in the future, a time that learns to use to advantage in rational way the light that this star constantly special tax on our planet. Shining more than the 5 billion years, it is calculated that the Sun still in them will privilege for others 6 billion years, or either, it is only in the half of its existence and will launch on the Earth, only in this year, 4000 times more energy that we will consume. Front to this reality, would be irrational not to search, by all means technical possible, to use to advantage this clean, ecological and gratuitous power plant. In this dissertation evaluate the performance of solar cooker of the type box. Laboratory of Solar Energy of the Federal University of the Great River of North - UFRN was constructed by the group (LES) a model of solar stove of the type box and was tested its viability technique, considering modeling foods submitted when baking in the solar oven, the cooker has main characteristic the easiness of manufacture and assembly, the low cost (was used material accessible composition to the low income communities) and simplicity in the mechanism of movement of the archetype for incidence of the direct solar light. They had been proposals modeling for calculations of food the minimum baking time, considering the following models of transference of heat in the transient state: object the halfinfinite, plain plate and the model of the sphere to study the necessary temperature for the it bakes of bread (considering spherical geometry). After evaluate the models of transmission of heat will be foods submitted you the processes of to it bakes of, the times gotten for the modeling with the experimental times of it bakes in the solar oven had been compared, demonstrating the modeling that more good that it portraies the accuracies of the results of the model

Controle químico de plantas daninhas aquáticas em condições controladas - caixa d'água

Durante o ano de 1998 foram conduzidos quatro experimentos em Botucatu, Estado de São Paulo, Brasil, em condições de caixas d'água, com o objetivo de estudar o efeito de alguns herbicidas sobre Eicchornia crassipes, Pistia stratiotes, Thypha subulata e Salvinia molesta. Os herbicidas e doses utilizadas foram: imazapyr a 125, 250, 500, 1.000, 1.500 e 2.000 g e.a./ha; 2,4 D a 1.200 g e.a./ha; glyphosate a 3.360 g e.a./ha. Houve, ainda, uma testemunha sem aplicação de herbicidas. Os experimentos foram instalados no delineamento experimental em blocos ao acaso, com quatro repetições. As parcelas experimentais foram constituídas pelas caixas d'água com dimensões de 60x60x60 cm e colocadas a pleno sol no campo. Utilizou-se 3, 12, 25 e 60 plantas/caixa de T. subulata, P. stratiotes, E. crassipes e S. molesta, respectivamente. Os herbicidas foram aplicados com pulverizador costal a pressão constante de CO2 de 1,75 Bar, munido de barra com bicos Teejet 110.02 VS e com um consumo de calda de 200 l/ha. Foram efetuadas avaliações visuais de controle de sete em sete dias por 35 a 49 dias, dependendo da espécie. Todos os herbicidas testados foram eficientes no controle de E. crassipes e o imazapyr foi o único herbicida a promover morte total das plantas, independente da dose utilizada. Os herbicidas 2,4 D e glyphosate não foram eficientes no controle de P. stratiotes. O herbicida imazapyr foi eficiente no controle de P. stratiotes, exceto na dose de 125 g e.a./ha. Todos os herbicidas foram eficientes no controle de T. subulata, exceção ao imazapyr na dose de125 g e.a./ha. Houve rebrota de T. subulata nas parcelas aplicadas com 2,4 D. Nenhum tratamento químico foi eficiente no controle de S. molesta.

Uso da tecnologia de troca iônica no tratamento de águas contaminadas com Nitrato do Aqüífero Dunas-Barreiras, Natal/RN-Brasil

The city of Natal comprises an area of about 170 km² (65,63 squares miles). The Dunas-Barreiras Aquifer is the most important reservoir of the coastal basin of RN. It is being responsible for the water supplying of about 70% of the population, however, due to the sewage disposal system by cesspools and drains, it is presently affected in a great extent by nitrates contamination. Thus, the present work proposes to research the utilization of contaminated water by nitrates of this fountainhead and find cost of the potable water through the ionic exchange technology. This technology consists in the removal of mineral salts by the exchange of cations for one ion of hydrogen (H+), through the passage of water by cationic resin bed and, secondly, by the exchange of the anions for hydroxyl ions (OH-) through a anionic resin bed. The obtained results have showed the waters derived from fountains, big water holes and shallow wells were microbiologically contaminated, while the waters derived from deep wells (above 70 m 76,58 yards) were free of contamination. Thus, only these ones are suitable to the use of ionic technology. The experiments were conducted with the resin IMAC-HP-555 such as kinetic, thermodynamic, and adsorption by fixed bed studies, being obtained several project variables for the experimental column, as follow: work temperature of 25oC; resin maximum capacity maximum e mean of adsorption ==0,01692 g NO3-1/g R e 0,0110 g NO3-1/g R, respectively. On the experimental column were performed breakthrough tests which pointed for an average ideal average speed of work of 13.2 m / h, with an average efficiency of 45% of adsorption, an optimal concentration of NaCl desorption of 8%, and an ideal desorption time of 80 minutes for the equilibrium conditions of water from the Dunas-Barreiras aquifer. Scale projection for ion-exchange column for denitrification, for these variables, using a computer modeling programme, to project the column of ion exchange ROREX-420/2000, obtained a cost for the drinking water denitrified by this system of R$ 0,16 / m3

Municipalização da saúde no Brasil: diferenças regionais, poder do voto e estratégias de governo

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)