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Search Results: 1 - 10 of 105514 matches for " José Luis Duarte Ribeiro "
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A influência do departamento de pós-vendas na reten??o de clientes: um estudo qualitativo em uma empresa de medicina de grupo
Milan, Gabriel Sperandio;Ribeiro, José Luis Duarte;
Gest?o & Produ??o , 2003, DOI: 10.1590/S0104-530X2003000200006
Abstract: this paper presents a qualitative research conducted on a health care company. the aim of this research is to gather information to allow the analysis and interpretation of the return obtained after the implementation of the after-sales department. thus, this works intends: 1. to identify the influence of the practices of the after-sales department on customer retention; 2. to verify if customers perceive the after-sales department as a relationship investment; and 3. to understand if such investment may improve the customer commitment and confidence regarding the health care company, increasing their willingness to preserve the relationship. a qualitative approach was used to reach the proposed objectives. the approach was based on interviews conducted with customers of the company. these interviews are described, analyzed and interpreted.
Constru??o de indicadores para avalia??o de conceitos intangíveis em sistemas produtivos
Sellitto, Miguel Afonso;Ribeiro, José Luis Duarte;
Gest?o & Produ??o , 2004, DOI: 10.1590/S0104-530X2004000100007
Abstract: this paper describes the development and application of a method for developing measurements for intangible values in productive systems. nowadays, mainly in service organizations, intangible values are been used for modeling phenomena, understanding problems, proposing and implementing strategies. from concepts presented in the measurements theory, the philosophy of science and multivariate statistics, an approach for modeling theoretic terms relevant to productive systems is developed. the approach comprises a theoretical mapping of non-manifested variables, definition of constructs, definition of state variables, which can be related to intermediate concepts and supporting manifested variables, which can assume categorical formats, assessed by appropriate techniques like questionnaires. after the definitions, one can represent the focused phenomenon by a path-diagram. if the diagram takes a treelike form, multiple regressions may be used and the mathematical formulation becomes easier. if the diagram takes a systemic form, including circular relationships, a more complex mathematical treatment is required, escaping from the scope of this paper. the proposed approach is illustrated through a case study where the capacity of understanding the lean thinking concept was assessed in fifteen passengers transportation companies from porto alegre, brazil. the results are discussed and suggestions for the continuity of the research are presented.
Previs?o de demanda: uma aplica??o dos modelos Box-Jenkins na área de assistência técnica de computadores pessoais
Werner, Liane;Ribeiro, José Luis Duarte;
Gest?o & Produ??o , 2003, DOI: 10.1590/S0104-530X2003000100005
Abstract: demand forecasting is an important tool to aid on the determination of necessary resources of a given company. in this paper, the box-jenkins methodology was applied to analyze historical data of a personal computer repair company and provide a forecast for the number of service calls. the company studied presents three segments of clients: contracts, warranty, and on-call. as each client has it own characteristics, in order to better represent tendency and seasonality behavior through the box-jenkins models, a specific forecasting model was developed for each segment. the choice of the optimum models were based into graphic analysis and statistical tests, which lead to the decision of adopting the ar(1) model to foresee the number of contract clients, the arima(2,1,0) model for warranty clients and the sarima(0,1,0)(0,1,1)12 seasonal model for on-call clients.
Seguran?a no trabalho em um canteiro de obras: percep??es dos operários e da gerência
Saurin, Tarcisio Abreu;Ribeiro, José Luis Duarte;
Produ??o , 2000, DOI: 10.1590/S0103-65132000000100001
Abstract: the objective of this paper is to make an evaluation of how safety is perceived by people who should deal with it in a construction site. a qualitative approach was used to collect and analyze the data. nine interviews were performed, including an engineer, a foreman, a consultant and six workers. based on the description and the analysis of the interviews it was possible to understand their perception about nine issues: reasons for accidents, suggestions to improve safety, job satisfaction, training, main risks at work, main priority, work load, frequency of small accidents and near-misses, and level of safety awareness. their perceptions uncover the need of managerial improvements, which may directly or indirectly contribute to improve the safety in the work site.
Modelo composto para prever demanda através da integra??o de previs?es
Werner, Liane;Ribeiro, José Luis Duarte;
Produ??o , 2006, DOI: 10.1590/S0103-65132006000300011
Abstract: demand forecasting is an important task in the companies, however the use of a single technique to produce forecasts might not be enough to gather all the knowledge associated with the forecast environment. the way to integrate forecasts incorporates various techniques and has show potential to reduce forecast error. this study presents a model that relies on the use of two means of integration: forecast combination and judgmental adjustment. the elements covered by the presented model are: historic data, economic data, and the opinion of experts. after obtaining the combined forecast, an adjustment based on the experts' opinion is applied to attain the final forecast. the model proposed is described in details and illustrated through a practical application.
Previs o de demanda: uma aplica o dos modelos Box-Jenkins na área de assistência técnica de computadores pessoais
Werner Liane,Ribeiro José Luis Duarte
Gest?o & Produ??o , 2003,
Abstract: A previs o de demanda é uma atividade importante para auxiliar na determina o dos recursos necessários para a empresa. Neste artigo, a metodologia de Box-Jenkins foi utilizada para analisar dados históricos de uma empresa de assistência técnica de computadores pessoais e obter previs es do número de atendimentos. A empresa estudada apresenta três tipos de clientes diferenciados: contratos, garantia e avulsos. Como cada segmento de clientes tem suas peculiaridades, a previs o de demanda foi direcionada a cada tipo, buscando representar o comportamento de tendência e a sazonalidade por meio dos modelos de Box-Jenkins. A obten o dos modelos mais adequados foi baseada na análise de gráficos e em testes estatísticos próprios da metodologia, os quais subsidiaram a decis o de adotar o modelo AR(1) para prever o número de atendimentos dos clientes tipo contrato, o modelo ARIMA(2,1,0) para os clientes tipo garantia e um modelo sazonal SARIMA(0,1,0)(0,1,1)12 para os clientes tipo avulsos.
A influência do departamento de pós-vendas na reten o de clientes: um estudo qualitativo em uma empresa de medicina de grupo
Milan Gabriel Sperandio,Ribeiro José Luis Duarte
Gest?o & Produ??o , 2003,
Abstract: O presente trabalho apresenta uma pesquisa qualitativa desenvolvida no ambiente de uma empresa de medicina de grupo, no intuito de levantar subsídios para análise e interpreta o do retorno proporcionado pela implementa o do Departamento de Pós-Vendas para a empresa. Assim, objetivou-se identificar a influência da prática desse departamento sobre a reten o de clientes, verificar se estes percebem as a es do Departamento de Pós-Vendas como um investimento no relacionamento pelo provedor de saúde e entender se tal investimento pode incrementar o compromisso e a confian a do cliente em rela o ao provedor de saúde, refor ando sua permanência (reten o) no relacionamento. Para alcan ar os objetivos propostos pelo trabalho, no que tange à utiliza o do método qualitativo, foram realizadas entrevistas individuais com clientes da organiza o, as quais s o descritas, analisadas e interpretadas.
Modelo n?o-linear de longo prazo para a potência requerida do sistema brasileiro de eletricidade
Sellitto,Miguel Afonso; Ribeiro,José Luis Duarte; Petrillo,Fabiano;
Investiga??o Operacional , 2007,
Abstract: the formerly closed brazilian electrical energy market has been disclosed for investors and domestic consumers, which now have choices for theirs decisions concerning energy sales and purchasing, in long-term contracts. to establish minimal planning condition, suppliers need to forecast the required load in order to project and operate power plants. with the aid of a method that integrates non-linear regression and soft-system methodology, we depict a non-linear model for the gross total electric power requirement, counting on domestic activity, population and human developing index. a goodness-of-fit better then 96% was achieved. the final analysis focused on the strong contingency period occurred in brazil in 2001.
Estudo qualitativo dos principais atributos que determinam a percep??o de qualidade e de pre?o dos consumidores de restaurantes a la carte
Tinoco, Maria Auxiliadora Cannarozzo;Ribeiro, José Luis Duarte;
Gest?o & Produ??o , 2008, DOI: 10.1590/S0104-530X2008000100008
Abstract: this paper presents a qualitative study of the determinants of perceived quality and price for la carte restaurant customers. for this, four focus group interviews were conducted joining customers categorized as: couples without children, friends' group, families, and executives. the most important identified determinants of perceived quality were: food attributes, service, ambient, wait time, cleaning, safety, support facilities, menu, drink attributes, privacy, accuracy, decoration, and confirmation of expectations. these determinants were compared with the perceived quality model suggested by parasuraman et al. (1985) and some modifications were proposed based on the results gathered on the la carte restaurants study and on other evidences presented in literature. on the other hand, the most important determinants of perceived price were: food quality, decoration, ambient, service, support facilities, menu, cleaning, drink attributes, portion amount, previous expectations, and privacy. the results suggest the existence of a relationship between the determinants of perceived quality and perceived price for la carte restaurants customers. these results are compared with other literature studies.
Identifica??o de oportunidades de pesquisa a partir de um levantamento da implanta??o da produ??o enxuta em empresas do Brasil e do exterior
Saurin, Tarcisio Abreu;Ribeiro, José Luis Duarte;Marodin, Giuliano Almeida;
Gest?o & Produ??o , 2010, DOI: 10.1590/S0104-530X2010000400015
Abstract: this paper presents a survey on the lean production (lp) implementation process in 47 brazilian and foreign companies. among the main results, the survey pointed out that the respondents are mostly interested in learning about lean organizational culture and value stream mapping. the main drivers for adopting lp are improving competitiveness and the fact that lp is adequate to solve critical production problems. people resistance to changes and difficulties to adapt concepts and practices are the main difficulties during lp implementation. the most frequently used practices are work standardization and visual management. pull production implementation is the practice of highest priority. the results of this survey, along with the observation data collected during visits to some of the investigated companies, permitted the identification of research opportunities on lp implementation, which are summarized at the end of this article.
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