ACORDO DE NÍVEL DE SERVIÇO: SINERGIA DOS PROCESSOS MANUTENÇÃO/OPERAÇÃO - ESTUDO DE CASO NO TERMINAL ILHA GUAÍBA-VALE.

The study broach about Service Level Agreement (ANS) in the Port Maintenance area of the Ilha Guaíba Terminal (Tig-Vale). The Purpose is to analyze the impact on ANS on asset delivery, aiming the improvement in performance and maintenance/operation interface in TIG. It presents an exploratory and qualitative case of study with documentary research. The results show that before the ANS, there were no condition of delivery and receipt of critical assets for maintenance and that after implementation, there were failures generated management, limits to accept equipment, comparisons or projections of scenario and problem control as object of improvement. [ABSTRACT FROM AUTHOR]