Service Operations Management
Mostrando 1-12 de 35 artigos, teses e dissertações.
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1. University management: the lean production allied to the program quality of life at work
Resumo Este artigo é recorte de uma pesquisa que traz por título: Modelo de Gestão Universitária: um olhar para a governança a partir do Balanced Scorecard (BSC) de uma Instituição de Ensino Superior Comunitária (IESC) do Sul do Brasil. Trata-se de um estudo de caso, do tipo qualitativo. O recorte tem por eixo a Qualidade de Vida no Trabalho. A quest
Gest. Prod.. Publicado em: 17/10/2019
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2. Estratégia de operações: uma abordagem teórica quanto à aplicabilidade do constructo para empreendimentos rurais produtores de grãos
Resumo A estratégia de operações (EO) é responsável por decisões chave das atividades desempenhadas pela função de produção, afim de alcançar a vantagem competitiva no mercado, sendo recorrentes as pesquisas sobre esse constructo nas áreas industrial e de serviços. Porém, a agricultura brasileira também promove bons resultados econômicos pe
Gest. Prod.. Publicado em: 18/03/2019
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3. The Impact of Delays on Customers' Satisfaction: an Empirical Analysis of the British Airways On-Time Performance at Heathrow Airport
ABSTRACT: Increased congestion at hub airports affects on-time airline performance to the detriment of customer satisfaction and may have substantially negative repercussions for airlines in a hypercompetitive environment. This paper concentrates on the on-time performance of British Airways (BA) at London Heathrow Airport (LHR) to identify BA's delays/disru
J. Aerosp. Technol. Manag.. Publicado em: 10/12/2018
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4. Proactive Management of IT Operations to Improve IT Services
Abstract IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2017-08
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5. DEVELOPMENT OF A HYBRID FUZZY GENETIC ALGORITHM MODEL FOR SOLVING TRANSPORTATION SCHEDULING PROBLEM
ABSTRACT There has been an increasing public demand for passenger rail service in the recent times leading to a strong focus on the need for effective and efficient use of resources and managing the increasing passenger requirements, service reliability and variability by the railway management. Whilst shortening the passengers’ waiting and travelling time
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2015-12
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6. Comparativo entre processos florestais terceirizados e primarizados / Comparison between outsourced and primarized forest processes
The Outsourcing and the Primarization constitute management strategies been used by Brazilians forest companies. However, although its use is increasing, technical, economics and strategy terms are not being studied in Brazil, mainly on the forestry sector. Therefore, the principal goal on this research was to compare Outsourcing and Primarization Models inc
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 10/02/2012
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7. O processo de terceirização do trabalho do assistente social nos serviços públicos
This dissertation aims to conduct a study on the social changes experienced in Brazil and the world from the 70s and its influence in the changing world of work, focusing on the phenomenon of outsourcing in the public sphere, particularly in relation established among social workers employed by Foundation Helio Augusto de Souza (Fundhas), and are assigned to
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 28/11/2011
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8. Alignment between information of the attendance to the customer and action of improvements of the quality: study of case in an assembly plant of automobiles. / Alinhamento entre informações do atendimento ao cliente e ações de melhorias da qualidade: estudo de caso numa montadora de automóveis.
The present study is guided by a strategic vision of the operations area, involving management of quality assurance and opportunities for continuous improvement in an auto assembly plant in Brazil. It examines how information from after-sales services is used to improve products and their manufacturing processes. It analyzes the correlation between actions u
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 28/03/2011
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9. Operações de serviços de pós-venda baseadas em conhecimento: o caso Carrier Transicold Brasil
The performance of technical assistance depends on how information and knowledge are disseminated to a network of services. This work was developed with the aim of identifying how the operations of after-sales service can generate competitive categories for a technical assistance network based on quality management and knowledge. This case study included par
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 27/08/2010
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10. A FAULT TOLERANT MECHANISM FOR WORKFLOW MANAGEMENT SYSTEMS / UM MECANISMO DE TOLERÂNCIA A FALHAS PARA SISTEMA DE GERENCIAMENTO DE WORKFLOW
In this work we propose a mechanism for failure detection, group management and service replication, providing fault tolerance for workflow management systems. Workflow management systems require specific replication features, since such systems deal with non-deterministic operations and update their s internal state without any external calls. As a case stu
Publicado em: 2010
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11. Perícia criminal: uma abordagem de serviços
A criação de valor para a sociedade e ganhos em eficiência, eficácia e efetividade são motivos de preocupação no setor público. Baseada em uma ampla literatura sobre gestão de operações de serviços e valor de serviço, incluindo serviços públicos, esta tese partiu do pressuposto de que saber o valor de um serviço para os seus principais stakeh
Publicado em: 2010
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12. Um modelo de implementaÃÃo da TRF integrado ao sistema de gestÃo TQC em uma indÃstria de alimentos
Growing with a minimum investment has been the greatest challenge for several companies, especially in an inauspicious environment, when there are crisis and economic disorders going on; and also searching better performances from methods that might be able to lead these companies to conquer and assure productivity and flexibility regarding the industrial pr
Publicado em: 2009