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1. As industrias brasileiras priorizam comportamentos ambientais? investigacao dos comportamentos de cidadania organizacional para o meio ambiente na perspectiva de trabalhadores /Do Brazilian industries prioritize environmental behaviors? investigation of organizational citizenship behaviors for the environment from the perspective of workers /?las industrias brasilenas priorizan los comportamientos ambientales? investigacion de comportamientos de ciudadania organizacional para el medio ambiente desde la perspectiva de los trabajadores

Author

da Silva Wegner, Roger, Richter, Julia, Malheiros, Michel Barboza, and de Fatima Barros Estivalete, Vania

Published
2024

4. As indústrias brasileiras priorizam comportamentos ambientais? investigação dos comportamentos de cidadania organizacional para o meio ambiente na perspectiva de trabalhadores.

Author

da Silva Wegner, Roger, Richter, Júlia, Barboza Malheiros, Michel, and Barros Estivalete, Vania de Fatima

Subjects
ORGANIZATIONAL citizenship behavior, ENVIRONMENTAL management, DECISION making, QUANTITATIVE research, ORIGINALITY
Abstract

Copyright of Revista Gestão & Tecnologia is the property of Revista Gestao & Tecnologia and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2024

6. Investigação e modelagem da incivilidade no trabalho na percepção dos professores de instituições públicas e privadas.

Author

Gonçalves Posser, Talita, Flores Costa, Vânia Medianeira, da Silva Wegner, Roger, Nascimento Borba, Sabrina, and Richter, Julia

Abstract

Copyright of GeSec: Revista de Gestao e Secretariado is the property of Sindicato das Secretarias e Secretarios do Estado de Sao Paulo (SINSESP) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2023
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9. ANÁLISE DO MARKETING DIGITAL E MÍDIAS SOCIAIS: ESTUDO MULTICASOS BASEADO NA PERCEPÇÃO DE GESTORES.

Author

Robaina Oliveira, Mateus, da Silva Wegner, Roger, Barboza Malheiros, Michel, Piovesan Rossato, Vanessa, and Cardoso da Silva, Deoclécio Junior

Abstract

Copyright of Revista de Administraçãao da UNIMEP is the property of Revista de Administracao da UNIMEP and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2022

10. INVESTIGAÇÃO DOS COMPORTAMENTOS DE CIDADANIA ORGANIZACIONAL, ESPIRITUALIDADE E SATISFAÇÃO NO TRABALHO PELO MÉTODO AHP: ESTUDO COM TRABALHADORES DE UMA PREFEITURA DO RS.

Author

Barboza Malheiros, Michel, de Andrade, Taís, da Silva Wegner, Roger, and Piovesan Rossato, Vanessa

Abstract

Copyright of Revista Pensamento Contemporâneo em Administração is the property of Universidade Federal Fluminense (Revista Pensamento Contemporaneo em Administracao) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2022
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12. Análise da cultura organizacional em uma organização familiar do ramo alimentício.

Author

Barboza Malheiros, Michel, Cavalheiro de Andrade, Silvia Patricia, da Silva Wegner, Roger, and Piovesan Rossato, Vanessa

Subjects
CORPORATE culture, IDENTITY (Psychology), FAMILY traditions, SECONDARY analysis, SEMI-structured interviews
Abstract

Copyright of Gestión Joven is the property of Asociacion Espanola de Contabilidad y Administracion de Empresas and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2022

13. ANÁLISE DA GESTÃO DE RECURSOS HUMANOS SUSTENTÁVEL: UM ESTUDO EM UMA MULTINACIONAL.

Author

KLESENER, MORGANA, DA SILVA WEGNER, ROGER, BARBOZA MALHEIROS, MICHEL, PIOVESAN ROSSATO, VANESSA, and BARROS ESTIVALETE, VANIA DE FÁTIMA

Abstract

Copyright of Revista Gestão Organizacional (RGO) is the property of Revista Gestao Organizacional and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2021
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14. O impacto do lean manufacturing como fator de melhoria no desempenho produtivo

Author

Pentiado Godoy, Leoni, Medianeira Stefano, Nara, Pietrobelli Bueno, Wagner, Pentiado Godoy, Taís, da Silva Wegner, Roger, Capes, and CNPq

Subjects
Produção, Lean Manufacturing, Engenharia de Operações e Processos da Produção
Abstract

Este artigo tem como objetivo principal apresentar o impacto que a ferramenta Lean manufacturing pode ocasionar em uma empresa que não possui metodologia de gestão para o Sistema Toyota de Produção. Este trabalho foi realizado em uma indústria que terceiriza serviços para exportação do setor coureiro calçadistas de médio porte localizada no polo industrial do RS, Brasil. No levantamento de dados foram realizados questionamentos junto aos gestores, colaboradores, além do uso da visão empírica do pesquisador quanto às decisões que estavam sendo tomadas nos processos produtivos para um período de quatro meses. Esses dados foram analisados por meio de planilhas Excel. Nos resultados encontrados, percebeu-se a importância da aplicação das ferramentas do Lean Manufacturin, e, algumas sugestões foram elencadas aos gestores principalmente em relação a capacidade ociosa de produção em diversos setores, representando o quanto a empresa poderia estar produzindo a mais para atingir sua capacidade máxima. Os mapeamentos aplicados identificaram-se a adaptação de novas máquinas para melhores resultados de produção, assim como se intensificou o mapeamento dos caminhos críticos que agregam e não agregam valor no ambiente operacional produtivo.

Published
2018

15. AN ANALYSIS OF THE INFLUENCE OF ORGANIZATIONAL LEADERSHIP ON INNOVATION MANAGEMENT USING THE FUZZY-AHP METHOD.

Author

da Silva Wegner, Roger, Tontini, Julia, Flores Costa, Vânia Medianeira, Muller Junior, Arthur, and Cardoso da Silva, Deoclécio Junior

Subjects
*ANALYTIC hierarchy process, *INNOVATION management, *ORGANIZATIONAL change, *DECISION making, *TELECOMMUNICATION management
Abstract

Purpose - The changes that occurred in the market, resulting from technological advancement, made companies pay attention to innovation in their processes, products or services, as a way to stand out. To enhance innovation in companies, focusing on leadership is an effective way. In this sense, the present study aimed to develop a model in order to list the priorities related to leadership and its interface with innovation, under the top management perspective of a telecommunications company. Design/methodology/approach - For the development of the model, the Fuzzy Analytic Hierarchy Process (Fuzzy-AHP) method was used to identify such factors and the best alternatives so that the investigated company can make consistent decisions. Thus, the criteria chosen by the Manager and Director were discovered, as well as the alternatives that they cherish, contributing to the development of innovation within the company. Findings - The results showed that the perception of the two interviewees was similar, however, it is emphasized that they should better choose how to apply innovation within the company. Originality/value - This study opens the way to highlight the importance of the theme of leadership and its interface with innovation for professionals in the management area, favoring decision making, in addition to contributing to the literature, deepening the debate on the theme of leadership and innovation, which is still incipient and needs development. [ABSTRACT FROM AUTHOR]

Published
2021
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16. Análise da satisfação dos usuários do serviço de estacionamento rotativo

Author

Battisti, Carine, Tontini, Julia, da Silva Wegner, Roger, Cardoso da Silva, Deoclécio Junior, Vanderlei dos Santos, Antonio, Battisti, Carine, Tontini, Julia, da Silva Wegner, Roger, Cardoso da Silva, Deoclécio Junior, and Vanderlei dos Santos, Antonio

Abstract

Organizations must be continuously seeking to know the level of satisfaction of their customers, because in this way they will be able to adapt to the demands of their users. Allied to this, it has been that satisfaction surveys are widely used in the literature in different contexts, such as in the service sector. Rotating Parking has been introduced in several cities with the intention of guaranteeing the rotation of vehicles in public parking lots. The system has monitors that circulate in the tracks analyzing if the cars remain stationed within a certain period of time, indicated in the cards of parking. Thus, in terms of rotational parking analysis, few studies have proposed to analyze the satisfaction of their users, besides favoring companies in the industry, about a greater knowledge about users' opinions. In view of the above, the main objective of the research was to analyze the satisfaction of the users of the parking lot of a company located in a city in the north of Rio Grande do Sul/RS, in comparison to the services rendered. The study involved a qualitative, bibliographical and field research. At first, a qualitative analysis was conducted, in which 9 randomly selected people answered a total of nine questions related to the company investigated. In the second moment, the quantitative analysis was used, through the application of 117 questionnaires, with the objective of measuring the perceptions of the respondents. The study was based on the Fremawork Conceptual model, proposed by Lütkemeyer, RoeheVaccaro and Freitas (2015). The information gathered showed that 60% of the users are satisfied with the service received by the monitors of the parking lot, 42% of respondents say they are satisfied with the speed of service and 66% are satisfied with the availability of vacancies. About the amount charged by the hour of the parked vehicle, the majority of respondents (63% of the answers) are dissatisfied with the price. Most respondents recommend and inte, As organizações devem estar buscando de forma contínua conhecer o nível de satisfação de seus clientes, pois deste modo terão condições de adaptarem-se às exigências de seus usuários. Aliado a isso, tem-se que as pesquisas de satisfação são amplamente utilizadas na literatura em diferentes contextos, como por exemplo no setor de serviços. O Estacionamento Rotativo tem sido introduzido em diversas cidades com a intenção de garantir a rotatividade de veículos nos estacionamentos públicos. O sistema conta com monitores que circulam nas vias analisando se os automóveis permanecem estacionados dentro de um determinado período de tempo, indicado nos cartões de estacionamento. Com isso, em termos de análise de estacionamento rotativo são poucos os estudos que se propuseram a analisar à satisfação de seus usuários, além de favorecer as empresas do ramo, sobre um maior conhecimento acerca da opinião dos usuários. Diante do exposto, a pesquisa teve como objetivo principal fazer uma análise sobre a satisfação dos usuários do estacionamento rotativo de uma empresa localizada em uma cidade do norte do Rio Grande do Sul/RS, frente aos serviços prestados. O estudo envolveu uma pesquisa quali-quantitativa, bibliográfica e uma pesquisa de campo. Em um primeiro momento, foi conduzida uma análise qualitativa, na qual 9 pessoas escolhidas aleatoriamente, responderam um total de nove perguntas relacionadas à empresa investigada. No segundo momento se fez uso da análise quantitativa, por meio da aplicação de 117 questionários, tendo como objetivo mensurar as percepções dos respondentes. O estudo foi baseado no modelo Fremawork Conceitual, proposto por Lütkemeyer, RoeheVaccaro e Freitas (2015). As informações coletadas destacaram que 60% dos usuários estão satisfeitos com o atendimento recebido pelos monitores do estacionamento rotativo, 42% dos respondentes afirmam estar satisfeitos com a rapidez do atendimento e 66% estão satisfeitos com a disponibilidade de vagas. Sobre o valor cobrado, Las organizaciones deben estar buscando de forma continua conocer el nivel de satisfacción de sus clientes, pues de este modo tendrán condiciones de adaptarse a las exigencias de sus usuarios. Aliado a eso, se tiene que las encuestas de satisfacción son ampliamente utilizadas en la literatura en diferentes contextos, como por ejemplo en el sector de servicios. El Estacionamiento Rotativo ha sido introducido en diversas ciudades con la intención de garantizar la rotación de vehículos en los estacionamientos públicos. El sistema cuenta con monitores que circulan en las vías analizando si los automóviles permanecen estacionados dentro de un determinado período de tiempo, indicado en las tarjetas de estacionamiento. Con ello, en términos de análisis de estacionamiento rotativo son pocos los estudios que se propusieron analizar a la satisfacción de sus usuarios, además de favorecer a las empresas del ramo, sobre un mayor conocimiento acerca de la opinión de los usuarios. En el presente trabajo, la investigación tuvo como objetivo principal hacer un análisis sobre la satisfacción de los usuarios del estacionamiento rotativo de una empresa ubicada en una ciudad del norte de Rio Grande do Sul / RS, frente a los servicios prestados. El estudio involucró una investigación cuantitativa, bibliográfica y una investigación de campo. En un primer momento, se llevó a cabo un análisis cualitativo, en el cual 9 personas elegidas al azar, respondieron un total de nueve preguntas relacionadas con la empresa investigada. En el segundo momento se hizo uso del análisis cuantitativo, por medio de la aplicación de 117 cuestionarios, teniendo como objetivo medir las percepciones de los encuestados. El estudio fue basado en el modelo Fremawork Conceptual, propuesto por Lütkemeyer, RoeheVaccaro y Freitas (2015). La información recolectada destacó que el 60% de los usuarios están satisfechos con la atención recibida por los monitores del estacionamiento rotativo, el 42% de los encuestados afirm

Published
2019

17. Inovações sustentáveis: Uma pesquisa bibliométrican na base de dados scientific periodicals eletronic library (spell)

Author

da Silva Wegner, Roger, Cardoso da Silva, Deoclécio Junior, Vanderlei dos Santos, Antonio, da Silva Wegner, Roger, Cardoso da Silva, Deoclécio Junior, and Vanderlei dos Santos, Antonio

Abstract

Este estudo teve como objetivo aprofundar-se nas temáticas que versam a respeito das inovações sustentáveis por meio de análises das principais características das publicações na base de dados Scientific Periodicals Eletronic Library (SPELL). Foram analisados todos os artigos nacionais publicados sobre este tema, até maio de 2018, na base de dados SPELL®, totalizando 13 artigos. O critério de busca adotado foi a identificação dos termos “inovações sustentáveis”, “Inovação sustentável” localizados no título. Nos estudos analisados foram abordados, em geral, os seguintes temas: inovação sustentável; estratégias; vantagens competitivas; ações sustentáveis. Os autores que estudam a temática enfatizam que a inovação sustentável é um dos principais fatores que influencia positivamente a competitividade e o desenvolvimento econômico e apresenta-se como uma alternativa para a construção de uma nova economia de baixo carbono, visando ao desenvolvimento sustentável e à viabilização de iniciativas com foco na mitigação e adaptação aos impactos ambientais, especialmente aqueles relacionados com às mudanças climáticas., The aim of this study was to deepen in the themes related to sustainable innovations by analyzing the main characteristics of publications in the Scientific Periodicals Electronic Library (SPELL) database. All articles published on this topic were analyzed until May 2018 in the SPELL® database, totaling 13 articles. The search criterion adopted was the identification of the terms "sustainable innovations" and "Sustainable innovation" located in the title. In the studies analyzed, the following subjects were approached in general: sustainable innovation; strategies; competitive advantages; sustainable actions. The authors who study the theme emphasize that sustainable innovation is one of the main factors that positively influences competitiveness and economic development. Therefore, it presents itself as an alternative for the construction of a new low-carbon economy, aiming at sustainable development and the feasibility of initiatives focused on mitigation and adaptation to environmental impacts, especially those related to climate change., Este estudio tuvo como objetivo profundizarse en las temáticas que versan acerca de las innovaciones sostenibles por medio de análisis de las principales características de las publicaciones en la base de datos Scientific Periodicals Eletronic Library (SPELL). Se analizaron todos los artículos nacionales publicados sobre este tema, hasta mayo de 2018, en la base de datos SPELL®, totalizando 13 artículos. El criterio de búsqueda adoptado fue la identificación de los términos "innovaciones sostenibles", "Innovación sostenible" ubicados en el título. En los estudios analizados se abordaron, en general, los siguientes temas: innovación sostenible; las estrategias; ventajas competitivas; acciones sostenibles. Los autores que estudian la temática enfatizan que la innovación sostenible es uno de los principales factores que influyen positivamente en la competitividad y el desarrollo económico y se presenta como una alternativa para la construcción de una nueva economía de bajo carbono para el desarrollo sostenible y la viabilidad de iniciativas centrándose en la mitigación y adaptación a los impactos ambientales, especialmente aquellos relacionados con el cambio climático

Published
2019

18. COMPORTAMENTO DE INCIVILIDADE CIBERNÉTICA: CARACTERIZAÇÃO DA PRODUÇÃO CIENTÍFICA INTERNACIONAL NO PERÍODO DE 2008 A 2019.

Author

da Silva Wegner, Roger, Barros Estivalete, Vania de Fátima, Netto Cardoso, Maiara, Barboza Malheiros, Michel, and Piovesan Rossato, Vanessa

Abstract

Copyright of Revista de Administraçãao da UNIMEP is the property of Revista de Administracao da UNIMEP and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2021

19. ESTUDOS EM COOPERATIVAS: UM PANORAMA DA PRODUÇÃO CIENTÍFICA NA SCIENTIFIC PERIODICALS ELECTRONIC LIBRARY (SPELL).

Author

DA SILVA WEGNER, ROGER, BARROS ESTIVALETE, VANIA DE FÁTIMA, DE MORAES MARASCHIN, BRUNA, BARBOZA MALHEIROS, MICHEL, DE ANDRADE, TAÍS, OLIVEIRA RAMADAM, AMANDA, DA SILVA, CÁTIA CAMILA, and PIOVESAN ROSSATO, VANESSA

Subjects
BIBLIOMETRICS, PANORAMAS, DATABASES, COOPERATIVE societies, QUANTITATIVE research
Abstract

Copyright of Brazilian Business Law Journal / Administração de Empresas em Revista is the property of Administracao de Empresas em Revista and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2021

20. STRATEGIC PLANNING: PERCEPTIONS ABOUT THE IMPORTANCE OF THIS MANAGEMENT TOOL.

Author

Benitti Lorenzett, Daniel, da Silva Wegner, Roger, Pentiado Godoy, Leoni, and Kreutz Rodrigues, Marlene

Subjects
*STRATEGIC planning, *INSURANCE policies, *DECISION making, *ACQUISITION of data
Abstract

Purpose -- Strategic planning is a management tool that allows you to establish the strategies that an organization will adopt to achieve its vision of the future and fulfill its proposed mission. In this way, it defines the objectives, means and resources needed to achieve them. Thus, this study aimed to analyze the elements of strategic planning in a group of micro and small service companies located in the central region of Rio Grande do Sul. Design/methodology/approach -- To perform the research was carried out a field research, which had data collection. This was done by applying a questionnaire to a group of 25 companies in the service segment, assisted by an extension project. Findings -- Results showed that the vast majority of these companies use some elements of strategic planning in their management practice, such as: insurance contracting, the use of outsourced labor, the existence of established operating procedures, the presence and exposure of general organization chart, employees' knowledge of the general organization chart, the presence of documented standards, the existence of a flowchart and its disclosure to employees, even if in an unstructured manner. This finding demonstrates the need for greater specialization of micro and small entrepreneurs to manage their organizations. Originality/value -- This study opens the way to highlight the importance of studying the highlighted theme, favoring decision making, in addition to contributing to the literature, deepening the debate on strategic planning in micro and small companies. [ABSTRACT FROM AUTHOR]

Published
2020
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21. O papel da cultura organizacional na compreensão da diversidade organizacional: estudo em uma indústria de cosméticos.

Author

Barboza Malheiros, Michel, da Silva Wegner, Roger, Barcellos, Jaine, Anklam, Aline, and Tontini, Julia

Abstract

Copyright of Gestión Joven is the property of Asociacion Espanola de Contabilidad y Administracion de Empresas and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2020

26. O método AHP contribuindo para a qualidade em serviços com o auxílio dos 4 P'S em uma construtora civil.

Author

Brum Missaggia, André, da Silva Wegner, Roger, Junior Cardoso da Silva, Deoclécio, Pedroso Serpa, Natália, Pentiado Godoy, Tais, and Pentiado Godoy, Leoni

Subjects
ANALYTIC hierarchy process, CONSTRUCTION industry, QUALITY of service, EMPLOYEE motivation, EMPLOYEE training, TECHNICAL specifications
Abstract

Copyright of Exacta is the property of Exacta - Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2019
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28. PROCESSO DE INVESTIGAÇÃO DE GAPS DA QUALIDADE ESPERADA E QUALIDADE PERCEBIDA, MANIFESTOS PELOS CLIENTES DE UMA ESCOLA DE IDIOMAS.

Author

Cristiane Reschk, Carin, Carlos Zucatto, Luis, and da Silva Wegner, Roger

Abstract

Copyright of Iberoamerican Journal of Industrial Engineering is the property of Iberoamerican Journal of Industrial Engineering and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2018

29. TRABALHO EM EQUIPE SOB A ÓTICA DA PERCEPÇÃO DOS GESTORES E FUNCIONÁRIOS DE UMA EMPRESA DE SERVIÇOS.

Author

da Silva Wegner, Roger, Pentiado Godoy, Leoni, Pentiado Godoy, Taís, Pietrobelli Bueno, Wagner, and Sagrillo Pereira, Murilo

Abstract

Copyright of Revista Pretexto is the property of Revista Pretexto and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Published
2018
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30. COMPARAÇÃO DE MODELOS DOS SISTEMAS DE MEDIÇÃO DE DESEMPENHO COM BASE NOS INDICADORES DE QUALIDADE.

Author

Pentiado Godoy, Taís, da Silva Wegner, Roger, Pentiado Godoy, Leoni, Pietrobelli Bueno, Wagner, and Prato Neto, Cyro Rei

Abstract

The objective of this research is to make a literature review of performance measurement systems in order to explain their advantages and disadvantages to highlight their differences, seeking to identify the models that were used in most organizations. It is noteworthy that, the work seeks to define the quality indicators with the intention to make possible the knowledge of the proper quality, allowing monitoring correctly for micro and small businesses. The research is characterized as an exploratory and descriptive study with a qualitative approach. It is appropriate to research the possibility of knowing a methodology, enabling small businesses, a process of decision-making based on indicators. In conclusion, organizations consider important to use performance indicators, especially the dimensions: customers and employees, innovation and finance. Finally, the results show the measurement of performance, identifying innovation strategies, considering the trends and opportunities that are intended to ensure the generation of value for the customer. [ABSTRACT FROM AUTHOR]

Published
2016

31. MELHORIA DOS SERVIÇOS PRESTADOS: APLICAÇÃO DO SERVQUAL RELACIONADA AOS 4 P'S DE SERVIÇOS.

Author

da Silva Wegner, Roger, Pentiado Godoy, Leoni, Flores Costa, Vania Medianeira, and Ramos Camfield, Claudio Eduardo

Abstract

This work includes a study of an organization, located in northern Rio Grande do Sul. Organizations are seeking to understand the expectations of its customers, because the more approaches this idea, the greater chances of offering quality services. To achieve the proposed objectives, we seek through this research to understand the perceptions of respondents about the quality of services, using the method of the 4 P's services (Profile, Processes, Procedures, People) related to the SERVQUAL tool in a languages company. The work features a case study, also being considered a descriptive exploratory study of approaches, quantitative and qualitative. Data were collected through a questionnaire to 134 students and 9 employees. To analyze the information we used the SPSS 20 (Software Statistical Package for the Social Sciences) and Microsoft software Excel®.Com Based on the results, it was revealed that company needs to invest in human resources. For, as the perception of the customers the quality proves ideal. However, investment in this area is to contribute to a better performance of the professionals who make up the organization. As a suggestion it is recommended to carry out further research such as: organizational climate, innovation in services. [ABSTRACT FROM AUTHOR]

Published
2015
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