Uma abordagem sistemica para o diagnostico da qualidade

Dissertação (mestrado) - Universidade Federal de Santa Catarina. Centro TecnologicoA qualidade é apontada como um dos fatores determinantes da competividade de empresas fornecedoras de bens e/ou serviços. O presente trabalho proporciona uma contribuição a essas organizações na medida em que traça um perfil do grau de estruturação para a obtenção de qualidade, e recomenda ações que, implantadas de forma sistêmica, possibilitarão uma melhor utilização dos seus recursos. A metodologia aborda uma visão moderna de qualidade, baseando-se em princípios de sistema de garantia daqualidade devidamente integrados a normas internacionais, elaborando check-lists para análises das empresas consideradas. É apresentada a aplicação da metodologia proposta em uma das indústrias que serviram de base para o desenvolvimento do trabalho, visando levantar conclusões e recomendações relativas a sua elaboração e aplicação

Customer service orientation on adhesion contracts

Hiring a service is a moment of great importance once it builds the perception of the service value and quality. Some companies may deal with that, assuming a greater importance when elaborating their service contracts. Usually law professional people elaborate these documents, but this may include legal attributes, not considering the service to the customers, as well as the customers’ point of view. In times of increasing on customer focus, market and service orientation, a question can be posted: to what extent company contracts show service or customer orientation? This paper compares the service orientation degree for Cable TV contracts from five companies, based on a theoretical model developed to this purpose. From a conceptual model for servant contract, four dimensions were assessed: physical aspects, reasonableness, intelligibility and customer focus. After subject evaluation by eight judges, analyzing the validation index (CVI), it was found that the contracts show moderate orientation to serve. Furthermore, results show that the five surveyed company’s contracts showed a similar overall performance, i.e., none stood out over the other. The study presents important practical efficacy, because it can guide the Cable TV companies to adopt improvement strategies in elaboration of contracts, so that the contractual instruments be would reviewed of clauses that promote the sensation of better service to their customer. Thus, this article directs the manager to the aspect that deserves more attention, i.e, which dimensions require further refinement and direction to serv

DIMENSÕES DE QUALIDADE, SATISFAÇÃO E LEALDADE: UM MODELO OU HÍBRIDO PARA A PÓS-GRADUAÇÃO EM ENGENHARIA DE PRODUÇÃO

Esta pesquisa tem por objetivo explorar a questão da qualidade de ensino, sob o viés da avaliação dos programas de pós-graduação em Engenharia de Produção pela CAPES e a perspectiva dos discentes quanto à satisfação e lealdade aos programas. Para tanto, realizou-se uma pesquisa survey com 456 alunos regularmente matriculados nos 30 cursos de mestrado e doutorado cadastrados e avaliados pela Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) no Brasil e concomitantemente levantamento de dados sobre os indicadores e resultados da última avaliação trienal dos programas de pós-graduação. O instrumento de coleta de dados aplicado aos discentes foi um questionário composto de 10 questões, baseado no estudo de Alves e Raposo (2007) Ostergaard e Kristensen (2006). Os Testes KMO, de Esfericidade de Bartlett e Alpha de Cronbach apresentaram valores normalizados mostrando-se satisfatórios Os resultados da AFE indicaram que o modelo proposto pode integrar a perspectiva dos agentes externos e internos da qualidade e satisfação dos alunos explicando a satisfação global dos discentes em 75%. Finalmente constatou-se que os indicadores individuais de cada descritor apresentaram baixa correlação entre os construtos, sugerindo uma dissociação entre o conceito de qualidade do ponto de vista da CAPES e da qualidade percebida pelos discentes

CONCEPÇÃO E PRÁTICA DE ESTRATÉGIA DE SERVIÇO POR ASSESSORES DE IMPRENSA COMO FORMA DE CRIAÇÃO DE VALOR

Este artigo teve como objetivo investigar até que ponto assessores de imprensa estabelecem uma estratégia de serviço em sua atuação profissional, de modo a  criar valor para seus clientes. Para atingir este foram utilizados quatro atributos do modelo de gestão de serviços: posicionamento, segmentação de clientes, serviços prestados e promessa do serviço. Foram realizadas entrevistas com 10 assessores de imprensa, a partir de um roteiro pré elaborado, tendo sido utilizadas entrevistas semi estruturadas. Os resultados indicam que estes profissionais não costumam definir uma estratégia de serviço, não detalham suficientemente os serviços a serem prestados, não explicitam os benefícios que serão entregues aos clientes, não vinculam os serviços a uma estratégia de segmentação de cliente e não definem o posicionamento estratégico. Conclui-se que não há uma prática disseminada, entre os assessores de imprensa, de formular uma estratégia de serviços que possa orientar a comunicação prévia com os clientes que contratam seus serviços, e a execução de uma estratégia de serviço fica, consequentemente, comprometida. Existem oportunidades para melhorar a comunicação dos profissionais de comunicação

Customer service orientation on adhesion contracts

Hiring a service is a moment of great importance once it builds the perception of the service value and quality. Some companies may deal with that, assuming a greater importance when elaborating their service contracts. Usually law professional people elaborate these documents, but this may include legal attributes, not considering the service to the customers, as well as the customers’ point of view. In times of increasing on customer focus, market and service orientation, a question can be posted: to what extent company contracts show service or customer orientation? This paper compares the service orientation degree for Cable TV contracts from five companies, based on a theoretical model developed to this purpose. From a conceptual model for servant contract, four dimensions were assessed: physical aspects, reasonableness, intelligibility and customer focus. After subject evaluation by eight judges, analyzing the validation index (CVI), it was found that the contracts show moderate orientation to serve. Furthermore, results show that the five surveyed company’s contracts showed a similar overall performance, i.e., none stood out over the other. The study presents important practical efficacy, because it can guide the Cable TV companies to adopt improvement strategies in elaboration of contracts, so that the contractual instruments be would reviewed of clauses that promote the sensation of better service to their customer. Thus, this article directs the manager to the aspect that deserves more attention, i.e, which dimensions require further refinement and direction to serv

PERCEPÇÃO E COMPREENSÃO DE FUNCIONÁRIOS PÚBLICOS SOBRE COMPORTAMENTO SERVIDOR

O comportamento servidor visa melhorar a execução dos serviços e proporcionar melhor qualidade e resultados. O objetivo deste trabalho é identificar a compreensão de funcionários públicos sobre seu papel, enquanto servidor, e a avaliação deste entendimento à luz dos atributos do comportamento servidor. Foi realizado através de um estudo de caso, em que foram aplicados questionários com questões abertas, junto a funcionários públicos. As respostas foram tratadas e analisadas através de análise de conteúdo. Os resultados indicam que, para os funcionários pesquisados, ser servidor é ter comportamento de disposição e ajuda, ao mesmo tempo que ser contratado para servir. Na comparação com o construto teórico de comportamento servidor, as dimensões mais citadas foram a responsabilidade, a bondade, a iniciativa, a simplicidade, a renúncia, a utilidade e a ajuda

A INFLUÊNCIA DA INOVAÇÃO NO ENSINO, QUALIDADE E COMPROMETIMENTO SOBRE A RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR

In the educational context, several teaching methodologies have been used to improve the quality, the commitment and the retention of students. Given the above, this study aims to analyze the relationships of innovation, quality, commitment and retention in six institutions of higher education. The methodology used was a quantitative and descriptive research, through the analysis of six research hypotheses, which were tested by the modeling of structural equations. The results indicate that innovations in higher education, expressed in through active learning methodologies, contribute to quality and commitment, so that educational institutions can obtain students' permanence

Rationale, study design, and analysis plan of the Alveolar Recruitment for ARDS Trial (ART): study protocol for a randomized controlled trial

BACKGROUND: Acute respiratory distress syndrome (ARDS) is associated with high in-hospital mortality. Alveolar recruitment followed by ventilation at optimal titrated PEEP may reduce ventilator-induced lung injury and improve oxygenation in patients with ARDS, but the effects on mortality and other clinical outcomes remain unknown. This article reports the rationale, study design, and analysis plan of the Alveolar Recruitment for ARDS Trial (ART). METHODS/DESIGN: ART is a pragmatic, multicenter, randomized (concealed), controlled trial, which aims to determine if maximum stepwise alveolar recruitment associated with PEEP titration is able to increase 28-day survival in patients with ARDS compared to conventional treatment (ARDSNet strategy). We will enroll adult patients with ARDS of less than 72 h duration. The intervention group will receive an alveolar recruitment maneuver, with stepwise increases of PEEP achieving 45 cmH2O and peak pressure of 60 cmH2O, followed by ventilation with optimal PEEP titrated according to the static compliance of the respiratory system. In the control group, mechanical ventilation will follow a conventional protocol (ARDSNet). In both groups, we will use controlled volume mode with low tidal volumes (4 to 6 mL/kg of predicted body weight) and targeting plateau pressure 6430 cmH2O. The primary outcome is 28-day survival, and the secondary outcomes are: length of ICU stay; length of hospital stay; pneumothorax requiring chest tube during first 7 days; barotrauma during first 7 days; mechanical ventilation-free days from days 1 to 28; ICU, in-hospital, and 6-month survival. ART is an event-guided trial planned to last until 520 events (deaths within 28 days) are observed. These events allow detection of a hazard ratio of 0.75, with 90% power and two-tailed type I error of 5%. All analysis will follow the intention-to-treat principle. DISCUSSION: If the ART strategy with maximum recruitment and PEEP titration improves 28-day survival, this will represent a notable advance to the care of ARDS patients. Conversely, if the ART strategy is similar or inferior to the current evidence-based strategy (ARDSNet), this should also change current practice as many institutions routinely employ recruitment maneuvers and set PEEP levels according to some titration metho

Rationale, study design, and analysis plan of the Alveolar Recruitment for ARDS Trial (ART): Study protocol for a randomized controlled trial

Background: Acute respiratory distress syndrome (ARDS) is associated with high in-hospital mortality. Alveolar recruitment followed by ventilation at optimal titrated PEEP may reduce ventilator-induced lung injury and improve oxygenation in patients with ARDS, but the effects on mortality and other clinical outcomes remain unknown. This article reports the rationale, study design, and analysis plan of the Alveolar Recruitment for ARDS Trial (ART). Methods/Design: ART is a pragmatic, multicenter, randomized (concealed), controlled trial, which aims to determine if maximum stepwise alveolar recruitment associated with PEEP titration is able to increase 28-day survival in patients with ARDS compared to conventional treatment (ARDSNet strategy). We will enroll adult patients with ARDS of less than 72 h duration. The intervention group will receive an alveolar recruitment maneuver, with stepwise increases of PEEP achieving 45 cmH(2)O and peak pressure of 60 cmH2O, followed by ventilation with optimal PEEP titrated according to the static compliance of the respiratory system. In the control group, mechanical ventilation will follow a conventional protocol (ARDSNet). In both groups, we will use controlled volume mode with low tidal volumes (4 to 6 mL/kg of predicted body weight) and targeting plateau pressure <= 30 cmH2O. The primary outcome is 28-day survival, and the secondary outcomes are: length of ICU stay; length of hospital stay; pneumothorax requiring chest tube during first 7 days; barotrauma during first 7 days; mechanical ventilation-free days from days 1 to 28; ICU, in-hospital, and 6-month survival. ART is an event-guided trial planned to last until 520 events (deaths within 28 days) are observed. These events allow detection of a hazard ratio of 0.75, with 90% power and two-tailed type I error of 5%. All analysis will follow the intention-to-treat principle. Discussion: If the ART strategy with maximum recruitment and PEEP titration improves 28-day survival, this will represent a notable advance to the care of ARDS patients. Conversely, if the ART strategy is similar or inferior to the current evidence-based strategy (ARDSNet), this should also change current practice as many institutions routinely employ recruitment maneuvers and set PEEP levels according to some titration method.Hospital do Coracao (HCor) as part of the Program 'Hospitais de Excelencia a Servico do SUS (PROADI-SUS)'Brazilian Ministry of Healt