Qualidade e desempenho na perspetiva do cliente interno: um estudo de caso aplicado aos Transportes Urbanos de Braga

Dissertação de mestrado em Administração PúblicaA vantagem competitiva das organizações assenta, cada vez mais, na capacidade das empresas encontrarem novas soluções e direcionarem o seu capital humano, com todas as suas competências e talentos, para a procura dessas soluções e para a concretização dos seus objetivos. Os aspetos mais relevantes pretendem-se com os serviços prestados internamente, aos próprios colegas de trabalho, numa relação cliente-fornecedor interno. Empregando um “design” de estudo de caso aplicado aos Transportes Urbanos de Braga (TUB), a presente investigação tem como principal objetivo contribuir para o conhecimento do cliente interno, identificando a relevância das dimensões que contribuem para a qualidade de serviço e sua influência no desempenho individual. Adotando uma abordagem metodológica quantitativa de raiz positivista, a vertente empírica deste estudo decorre da aplicação de um inquérito por questionário aos colaboradores dos TUB. O estudo recorre à literatura da gestão da qualidade refletindo o contributo do marketing de serviços e da gestão pública. Neste contexto, o conceito de qualidade de serviço foi operacionalizado empregando a escala proposta por Avinandan Mukherjee Neeru Mallhotra (2006), que resulta de uma adaptação da escala SERVQUAL desenvolvida por Zeithaml, Parasuraman e Berry (1990). Para operacionalizar o conceito de desempenho individual, utilizou-se a escala de Koopmans et al (2013). Os resultados obtidos revelam que os colaboradores dos TUB apresentam níveis de perceção da qualidade bastante elevados. Destaca-se a dimensão da capacidade de resposta em detrimento da confiabilidade, ou seja, destaca-se a rapidez e exatidão da resposta e evidenciam-se um conjunto de recomendações visando reforçar a prestação de um serviço, bem efetuado à primeira. A variação da perceção da qualidade dos colaboradores é explicada, em 90,4% pela totalidade das suas dimensões, sendo a dimensão da garantia, a que melhor contribui para a determinação da perceção da qualidade dos colaboradores dos TUB. De referir que, apenas a empatia, enquanto dimensão da perceção da qualidade é significativa para o desempenho individual. Estes resultados sugerem que só através da empatia, da capacidade de fornecer atenção individualizada aos colegas de trabalho, revela capacidade para explicar o desempenho individual de forma significativa, nos TUB.The competitive advantage of the organizations relies, increasingly, on the ability of the companies to find new solutions and guide their human resources, with all their skills and abilities, to search for these solutions and to achieve its goals. The most relevant aspects comprise the services provided internally to its own co-workers, in a customer- internal supplier relationship. Using a design case study applied to the Braga Urban Transports services (BUT), this research aims to contribute to the internal customer knowledge, identifying the relevance of the dimensions that contribute to the quality of service and its influence on individual performance. A positivism research methodology was adopted, with a quantitative approach, the empirical side of this study occurs using a survey to BUT employees. The study appeals to the quality management literature reflecting the contribute of the services marketing and of the public management. In this context the concept of quality of service was operated using the scale proposed by Avinandan Mukherjee Neeru Malhotra (2006), which results from an adaptation of the SERVQUAL scale developed by Parasuraman, Zeithaml and Berry (1990). To operationalize the concept of individual performance, it was used the scale of Koopmans et al. (2013). The results obtained reveal that the TUB employees present very high levels of quality awareness. The dimension of responsiveness is highlighted in detriment of reliability, i.e., the speed and accuracy of the response, and a set of recommendations become clear to reinforce the providing of a well done service. The employees’ quality awareness is explained in 90,4% for all of its dimensions, and the warranty dimension gives the best contribution to determine the quality perceived of the BUT employees. Only empathy, as a dimension of the quality perceived is significant for individual performance. This means that only through empathy, the ability to provide individualized attention to co-workers, shows ability to explain individual performance significantly, in the BUT

Centrality dependence of the charged-particle multiplicity density at mid-rapidity in Pb-Pb collisions at sNN\sqrt{s_{NN}} = 2.76 TeV

The centrality dependence of the charged-particle multiplicity density at mid-rapidity in Pb-Pb collisions at $\sqrt{s_{NN}}$ = 2.76 TeV is presented. The charged-particle density normalized per participating nucleon pair increases by about a factor 2 from peripheral (70-80%) to central (0-5%) collisions. The centrality dependence is found to be similar to that observed at lower collision energies. The data are compared with models based on different mechanisms for particle production in nuclear collisions.The centrality dependence of the charged-particle multiplicity density at mid-rapidity in Pb-Pb collisions at $\sqrt{s_{\rm NN}}$ = 2.76 TeV is presented. The charged-particle density normalized per participating nucleon pair increases by about a factor 2 from peripheral (70-80%) to central (0-5%) collisions. The centrality dependence is found to be similar to that observed at lower collision energies. The data are compared with models based on different mechanisms for particle production in nuclear collisions

Underlying Event measurements in pp collisions at s=0.9 \sqrt {s} = 0.9 and 7 TeV with the ALICE experiment at the LHC

We present measurements of Underlying Event observables in pp collisions at s√=0.9 and 7TeV. The analysis is performed as a function of the highest charged-particle transverse momentum p T,LT in the event. Different regions are defined with respect to the azimuthal direction of the leading (highest transverse momentum) track: Toward, Transverse and Away. The Toward and Away regions collect the fragmentation products of the hardest partonic interaction. The Transverse region is expected to be most sensitive to the Underlying Event activity. The study is performed with charged particles above three different p T thresholds: 0.15, 0.5 and 1.0 GeV/c. In the Transverse region we observe an increase in the multiplicity of a factor 2–3 between the lower and higher collision energies, depending on the track p T threshold considered. Data are compared to Pythia 6.4, Pythia 8.1 and Phojet. On average, all models considered underestimate the multiplicity and summed p T in the Transverse region by about 10–30%

Underlying Event measurements in pp collisions at root s=0.9 and 7 TeV with the ALICE experiment at the LHC

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)We present measurements of Underlying Event observables in pp collisions at root s = 0 : 9 and 7 TeV. The analysis is performed as a function of the highest charged-particle transverse momentum p(T),L-T in the event. Different regions are defined with respect to the azimuthal direction of the leading (highest transverse momentum) track: Toward, Transverse and Away. The Toward and Away regions collect the fragmentation products of the hardest partonic interaction. The Transverse region is expected to be most sensitive to the Underlying Event activity. The study is performed with charged particles above three different p(T) thresholds: 0.15, 0.5 and 1.0 GeV/c. In the Transverse region we observe an increase in the multiplicity of a factor 2-3 between the lower and higher collision energies, depending on the track p(T) threshold considered. Data are compared to PYTHIA 6.4, PYTHIA 8.1 and PHOJET. On average, all models considered underestimate the multiplicity and summed p(T) in the Transverse region by about 10-30%.7Calouste Gulbenkian Foundation from LisbonSwiss Fonds Kidagan, ArmeniaConselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)Financiadora de Estudos e Projetos (FINEP)Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)National Natural Science Foundation of China (NSFC)Chinese Ministry of Education (CMOE)Ministry of Science and Technology of China (MSTC)Ministry of Education and Youth of the Czech RepublicDanish Natural Science Research CouncilCarlsberg FoundationDanish National Research FoundationEuropean Research Council under European CommunityHelsinki Institute of PhysicsAcademy of FinlandFrench CNRS-IN2P3Region Pays de LoireRegion AlsaceRegion AuvergneCEA, FranceGerman BMBFHelmholtz AssociationGeneral Secretariat for Research and Technology, Ministry of Development, GreeceHungarian OTKANational Office for Research and Technology (NKTH)Department of Atomic EnergyDepartment of Science and Technology of the Government of IndiaIstituto Nazionale di Fisica Nucleare (INFN) of ItalyMEXT, JapanJoint Institute for Nuclear Research, DubnaNational Research Foundation of Korea (NRF)CONACYTDGAPA, MexicoALFA-ECHELEN Program (High-Energy physics Latin-American-European Network)Stichting voor Fundamenteel Onderzoek der Materie (FOM)Nederlandse Organisatie voor Wetenschappelijk Onderzoek (NWO), NetherlandsResearch Council of Norway (NFR)Polish Ministry of Science and Higher EducationNational Authority for Scientific Research - NASR (Autoritatea Nationala pentru Cercetare Stiintifica - ANCS)Federal Agency of Science of the Ministry of Education and Science of Russian FederationInternational Science and Technology Center, Russian Academy of SciencesRussian Federal Agency of Atomic EnergyRussian Federal Agency for Science and InnovationsCERN-INTASMinistry of Education of SlovakiaDepartment of Science and Technology, South AfricaCIEMATEELAMinisterio de Educacion y Ciencia of SpainXunta de Galicia (Conselleria de Educacion)CEADENCubaenergia, CubaIAEA (International Atomic Energy Agency)Swedish Reseach Council (VR)Knut & Alice Wallenberg Foundation (KAW)Ukraine Ministry of Education and ScienceUnited Kingdom Science and Technology Facilities Council (STFC)The United States Department of EnergyUnited States National Science FoundationState of TexasState of OhioFundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq

Heavy flavour decay muon production at forward rapidity in proton–proton collisions at √s=7 TeV

The production of muons from heavy flavour decays is measured at forward rapidity in proton–proton collisions at √s=7 TeV collected with the ALICE experiment at the LHC. The analysis is carried out on a data sample corresponding to an integrated luminosity Lint=16.5 nb−1. The transverse momentum and rapidity differential production cross sections of muons from heavy flavour decays are measured in the rapidity range 2.5<y<4, over the transverse momentum range 2<pt<12 GeV/c. The results are compared to predictions based on perturbative QCD calculations

Suppression of charged particle production at large transverse momentum in central Pb–Pb collisions at √sNN=2.76 TeV

Inclusive transverse momentum spectra of primary charged particles in Pb–Pb collisions at √sNN=2.76 TeV have been measured by the ALICE Collaboration at the LHC. The data are presented for central and peripheral collisions, corresponding to 0–5% and 70–80% of the hadronic Pb–Pb cross section. The measured charged particle spectra in |η|<0.8 and 0.3<pT<20 GeV/c are compared to the expectation in pp collisions at the same sNN, scaled by the number of underlying nucleon–nucleon collisions. The comparison is expressed in terms of the nuclear modification factor RAA. The result indicates only weak medium effects (RAA≈0.7) in peripheral collisions. In central collisions, RAA reaches a minimum of about 0.14 at pT=6–7 GeV/c and increases significantly at larger pT. The measured suppression of high-pT particles is stronger than that observed at lower collision energies, indicating that a very dense medium is formed in central Pb–Pb collisions at the LHC

Two-pion Bose–Einstein correlations in central Pb–Pb collisions at √sNN=2.76 TeV

The first measurement of two-pion Bose–Einstein correlations in central Pb–Pb collisions at √sNN=2.76 TeV at the Large Hadron Collider is presented. We observe a growing trend with energy now not only for the longitudinal and the outward but also for the sideward pion source radius. The pion homogeneity volume and the decoupling time are significantly larger than those measured at RHIC

Neutral pion and η meson production in proton–proton collisions at √s=0.9 TeV and s=√7 TeV

he first measurements of the invariant differential cross sections of inclusive π0 and η meson production at mid-rapidity in proton–proton collisions at s=0.9 TeV and s=7 TeV are reported. The π0 measurement covers the ranges 0.4<pT<7 GeV/c and 0.3<pT<25 GeV/c for these two energies, respectively. The production of η mesons was measured at s=√7 TeV in the range 0.4<pT<15 GeV/c. Next-to-Leading Order perturbative QCD calculations, which are consistent with the π0 spectrum at s=0.9 TeV, overestimate those of π0 and η mesons at s=√7 TeV, but agree with the measured η/π0 ratio at s=√7 TeV

Rapidity and transverse momentum dependence of inclusive J/ψ production in pp collisions at √s=7 TeV

The ALICE experiment at the LHC has studied inclusive J/ψ production at central and forward rapidities in pp collisions at √s=7 TeV. In this Letter, we report on the first results obtained detecting the J/ψ through the dilepton decay into e+e− and μ+μ− pairs in the rapidity ranges |y|<0.9 and 2.5<y<4, respectively, and with acceptance down to zero pT. In the dielectron channel the analysis was carried out on a data sample corresponding to an integrated luminosity Lint=5.6 nb−1 and the number of signal events is NJ/ψ=352±32(stat.)±28(syst.); the corresponding figures in the dimuon channel are Lint=15.6 nb−1 and NJ/ψ=1924±77(stat.)±144(syst.). The measured production cross sections are σJ/ψ(|y|<0.9)=10.7±1.0(stat.)±1.6(syst.)−2.3+1.6(syst.pol.)μb and σJ/ψ(2.5<y<4)=6.31±0.25(stat.)±0.76(syst.)−1.96+0.95(syst.pol.)μb. The differential cross sections, in transverse momentum and rapidity, of the J/ψ were also measured