03.1 - Graduação (UAST)
URI permanente desta comunidadehttps://arandu.ufrpe.br/handle/123456789/2926
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Item Uma abordagem para melhoria da qualidade nos processos de prestação de serviços por empresas de informática(2021-03-05) Almeida, Jacqueline Rolim Cordeiro de; Silva, Paulo Mello da; http://lattes.cnpq.br/8976586263200932; http://lattes.cnpq.br/7816100647180836This research work presents an approach that makes it possible to map the processes of a computer company, in order to identify and analyze them in order to implement quality improvements in the provision of services to its customers. The choice of the theme was due to the importance that the improvement of the quality of organizational processes represents for companies, especially IT companies, which continuously seek efficiency and effectiveness in their processes, through their identification, analysis, and measurement for their evaluation. . All the processes carried out by the company were identified and in each scenario it was possible to analyze the current state (AS-IS) and propose a desired future state (TO-BE) with the proposed improvements. The ITIL methodology was used to redesign the services and the SERVQUAL methodology for the definition of indicators related to quality in the provision of the service. The analysis of the proposed scenarios allowed identifying which activities or stages have some type of failure or impediments that need intervention to correct them so that they do not compromise the process as a whole. The results show the implementation of the proposed approach to improve the quality of IT service provision processes, from the perspective of the proposed objectives, bringing reliability, security, customer satisfaction and efficiency and effectiveness in the execution of the workItem Ações de extensão: a percepção dos acadêmicos sobre as lives temáticas do projeto administração na web durante a pandemia(2020-11-04) Silva, Talita Aiala Paiva; Farias, Ana Paula da Silva; http://lattes.cnpq.br/9195858306109701; http://lattes.cnpq.br/0190196862233112Knowing the importance that involves the extension in universities and that it is necessary to carry out activities that help bring the academic community closer to society, this paper aims to analyze the actions of the extension project Administration on the WEB, developed by professors and students of the Bachelor's degree in Administration course of the Federal Rural University of Pernambuco - Academic Unit of Serra Talhada (UFRPE/UAST), during the pandemic period of Covid-19. Therefore, the following research question is presented: what is the perception of the students about the actions of the WEB Administration project, implemented in the pandemic period? Putting on the agenda the Thematic Lives realized. Through this, the methodology was based on a case study, with descriptive and exploratory approach. The research subjects were professors and students from UFRPE/UAST and other institutions. A systematic review was conducted to understand what the authors approached on the subject and, to know the perceptions of people when it comes to the actions of the blog, a questionnaire was prepared, using Google Forms. It is reflected that the actions implemented by the blog, during the pandemic period, with the purpose of bringing the university and society closer together were effective, collaborating satisfactorily so that those involved understand the importance of communication and university extension within the academic environment in which they are inserted. The use of social media had been very relevant to the current context, since, with the demands of social distancing, it was possible to continue bringing the students closer, in addition to transmitting knowledge.Item Análise do ciclo de serviços de uma loja de vestuário(2020-11-05) Silva, Regina de Almeida; Farias, Ana Paula da Silva; http://lattes.cnpq.br/9195858306109701The use of the service cycle works as a managerial tool that helps the organization to work with the intangible and variable aspect of its processes and the criteria used by customers to evaluate the services provided. This research aims to build the service cycle of an organization in the clothing sector and map the critical points of the process that may interfere with the satisfaction of its customer, considering the five dimensions of quality proposed by Zeithaml and Bitner (2003): reliability, responsiveness, security, empathy and tangible aspects of the service. The present research is exploratory and descriptive; with a qualitative approach and with the case study method, using a document and participant observation. The theoretical framework was based on the following authors: Las Casas (2019), Lovelock; Wright, 2006; Gianesi; Corrêa, 2018; Zeithaml; Bitner; Gremler, 2014, Fiebig; Freitas, (2011); Lamprecht, (1994); Cobra, (1986), Fitzsimmons and Fitzsimmons (2014), Albrecht and Bradford (1992), Grönroos (1984), Teixeira et al. (2012), Carlzon; Langerstrom, (2005). Spiller et al. (2004), Toledo et al. (2012). From the analysis of the satisfaction survey documents made by the company and the participant observation, it was possible to build the store's service cycle and observe that the critical moments are in the first stage of service provision - social networks and store visits. Therefore, it is necessary for the company's managers to evaluate this stage of their production cycle, in the quest to build customer loyalty and win new business.Item Atendimento bancário em Serra Talhada: uma análise do nível de satisfação do cliente(2020-11-03) Brasil, Jhemilyn Michelle Silva; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571; http://lattes.cnpq.br/7464196045810940The opening of the financial market along with technological advances have brought new challenges for bank branches. Keeping customers happy is the main one, since the survival of organizations depend on their users to keep themselves up and running. In this perspective, the problem question of this study is to answer the following question: what is the degree of satisfaction of external clients with the provision of services of financial institutions in the municipality of Serra Talhada - PE? With this the main objective is to evaluate the degree of satisfaction of them. For this, the methodology used in this study is classified as descriptive exploratory of quantitative nature. A structured questionnaire was used as a data collection instrument in google forms. In the discussion of the results, it was found that in the four criteria evaluated, which were: self-service, cashier's service, conventional service, and online service via application; in all these customers were dissatisfied. The highest dissatisfaction rate was identified in the service criterion within the agency, in the item waiting time to be attended. After measuring the degree of customer satisfaction, dissatisfaction and discontent with the city's banking services were verified. Furthermore, it is concluded that consumer satisfaction is linked to the quality of the service, in this organizations need to pay attention to the execution of the services provided, especially in face-to-face service with the client.Item BALANCED SCORECARD: Ferramenta de Gestão Estratégica orientada a correlação causa-efeito em Companhia do ramo energético do Sertão do Pajeú(2020-10-23) Lima Júnior, Gilson Luann de; Ferreira, Leonardo Rodrigues; http://lattes.cnpq.br/9845689877157123With the current market demands it is essential that the organizational structure of companies is systematized in a harmonious way with the macroenvironment. For, the sociocultural, legal, political/governmental, economic and technological aspects exert competitive pressure on the intrinsic functioning of institutions so that it needs an internal analysis that helps it understand what its strengths and weaknesses are. In this sense, in 4 order to offer consumers of electricity services and quality products companies in the energy sector benefit from administrative tools and methodologies such as management strategy that aims to unitize all the efforts that an organization has to achieve the goals and objectives outlined by the higher level translated efficiently and effectively to the other levels of the company. Thus, through bibliographic survey, investigation of strategies taken for prospecting consumer units with possible commercial losses, detection of competencies that need to be developed by employees, identification of the default of the population of the sertão do Pajeú and analysis of access to customers' knowledge to support and service channels and complaint of the concessionaire. To this end, this study aims to clarify the entire process of energy recovery related to commercial losses through the implementation of Kaizen ACT, document analysis and its continuous improvement actions transformed into learning and growth composing the balanced scorecard's reverse chain as a way to meet the new challenges. Thus, it is understood that the lack of alignment between financial aspects, processes, customers and best practices results in non-compliance with the objectives of the organization as each significant part of the company is looking in different directionsItem Características e contribuições dos laboratórios de inovação: uma revisão sistemática de literatura(2021-03-05) Oliveira, Bruna Roberta Lima de; Feitosa, Maria José da Silva; http://lattes.cnpq.br/6887857776351323The present study aims to describe characteristics and contributions of innovation laboratories. To this end, it was carried out a systematic literature review of qualitative approach. The results point out that innovation laboratories are part of several sectors, as well as have separate legal personality and decision-making autonomy. They are laboratories focused on the management of processes, the creation of new methods and tools, as well as the solution of social problems, in direct interaction with society. The research is limited by time constraints that made it impossible to search in other databases. However, this is an opportunity for future studies.Item Estruturação do processo de compras em um grupo de empresas de Serra Talhada-PE: estudo de caso(2021-02-19) Silva, Josefa Lauane Ferreira da; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571Considering the relevance that purchasing management has in the acquisition of quality materials and services, at the right time and at the lowest cost, this is one of the most important stages of the supply chain of companies. For this reason, a structured and optimized purchasing process directly impacts the organizational result, with regard to operation, meeting demands and billing. with this, the general objective is to understand the structuring of the purchasing management of the procurement sector of a group of construction and maintenance of electrical networks and real estate development located in the municipality of Serra Talhada-PE. For this, the method applied to this work is classified as a case study, adhering to a descriptive research of a predominantly qualitative nature. A semi-structured questinary based on the Ishikawa diagram was also used as a data collection instrument. In the discussion of the results, the main bottlenecks relevant to the destructuring phase of the group's purchasing management were investigated, and their respective impacts, as well as the corrective actions used to structure the purchasing process, optimizing the performance of the group company.Item Percepção de sucesso na carreira sob o olhar de um grupo de colaboradores da Jodibe de Serra Talhada - PE(2021-02-18) Freitas, Gabriel Pereira de; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571This study aims to analyze the perception of success in the career of a group of employees of JODIBE, a beverage distribution company consolidated in the market, more precisely in the region where it is located in the municipality of Serra Talhada-PE. That said, a survey was carried out, with the help of the Perceived Success Scale in the Reduced Career, elaborated and validated by Costa (2010), together with eight company employees. The article has a quantitative and descriptive nature, with results collected through an online questionnaire, considering the profile of the professionals. The research indicates that the perception of career success is more expressive in the dimension that comprises the factors to know: values, creativity and development, than in the objective that counts on the factors, namely: remuneration and hierarchyItem A percepção dos clientes sobre a qualidade dos serviços prestados no Instagram pela loja Mary Rommanel(2020-11-03) Silva, Mariana Letícia de Moura e; Farias, Ana Paula da Silva; http://lattes.cnpq.br/9195858306109701; http://lattes.cnpq.br/0410415646118737The quality of online services has become an important factor both for customer satisfaction and for making an organization more competitive in its market. Based on this, this work aims to evaluate the quality of services of a virtual store, from the perception of its customers. The survey sought to answer the following question: what is the perception of customers regarding the quality of online services provided by Mary Rommanel through Instagram, considering the perspective of self-service and the roles played by the seller? The research is characterized as exploratory and descriptive, having as a technical procedure, the case study. And it results in a positive perception of customers, regarding the services provided, with emphasis on the salesperson's response time regarding customer demands (via chat); the willingness to solve problems, answer questions; and, the transmission of confidence, delivering to the customer what he expects, in the right place and at the time appropriate to his needItem Planejamento e eficácia organizacional: o caso de uma unidade básica de saúde do Sertão de Pernambuco(2020-11-03) Silva, Ricardo Lopes da; Bilar, Alexsandro Bezerra Correia; http://lattes.cnpq.br/4369592935630639The Sistema Único de Saúde (SUS) was created in 1988 by the Brazilian Federal Constitution, to determine that it is the duty of the State to guarantee health for the entire population of this country, defending the universal right to health. In this sense, to achieve this purpose with quality, health organizations that are members of the SUS need an efficient and effective organizational management. Only through planning is it possible to determine the actions necessary for the good performance of this management. This article comprised a case study in a Basic Health Unit (UBS) in the Sertão Pernambucano, which faces difficulties in the development of its activities due to planning and management failures. The aim of this study was to investigate how the management of the UBS plans its activities, identify failures and propose measures to increase the effectiveness of this process. The methodology used was qualitative in nature, through exploratory research. A situational analysis of the UBS was performed, some problems related to the execution of services were identified, management tools were sought to minimize these problems, such as 5W2H and SWOT analysis. This method of diagnosis of execution was important for the analysis of the problem situation, being possible to point out available means to be used to achieve the objectives and direct the actions allowing to improve the functioning of the UBS