Objective: This article aims to report the application of the SERVQUAL model in a public higher education institution from the student body's perspective, in order to assess the Quality of administrative services. Methods: The SERVQUAL Model, which was developed by Parasuraman, Zeithaml and Berry, was applied and the "expectation" and the "perception" of respondents were evaluated, resulting in Perceived Quality. Results: The results show that, between five proposed and evaluated dimensions in the Model, the "tangibility" was the only one with positive results. Limitations: The study took place in a Brazilian public higher education unit, whose results cannot be considered to all units. Data were collected by the student body, since these services are exclusively provided to them. Originality/value: The use of the SERVQUAL method to evaluate services provided by education institutions is not trivial, thus their analysis can collaborate with managers in preparing the unit strategic planning as well as demonstrating that the method can be used by other institutions wishing to evaluate the quality of services offered to their students.

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Green Supply Chain Management (GSCM) has been receiving increased attention because of the urgent need of organizations to address sustainability issues as a condition for their competitiveness,and the issue of how performance should be measured becomes crucial. This paperperforms a literature review on an academic basis in order to identify the main subjects and sustainable dimensions of research studies involving the performance measurement of GSCM and the gaps for further research.Sixty three percent of the analyzed papers are associated with framework, mathematical modelling,empirical research and application,and the principal gaps to be exploredare the metrics, measures and integration of the GSCM with existing quality methods. Almost all of these subjects are discussed in an economic and environmental dimension, remaining the social dimension a relevant gap to be explored. Based on this scenario, this paper intends to make a contribution to the academia and professionals of the area.Keywords:supply chain management;green performance; literature review;sustainability. ABSTRACTABEPRO

In 1997, Eliyahu Goldratt proposed a method called critical chain project management (CCPM) to minimize the inefficiencies identified in traditional project management. The project management community accepted the proposed method as a viable alternative. However, to allow its implementation with a multiproject system, more research was necessary. Seeking to identify the key factors that influence the performance of the multiproject system applying the CCPM method, we performed a case study. Logistic regression analysis showed that applying the CCPM method in a multiproject system allows for better time estimation of activities and facilitates the allocation of critical resources.

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RESUMOHoje é comum buscar soluções diversas para alcançar uma maior produtividade e diminuição de custos. Um fator inelástico e de baixa oferta é o tempo. Quando o foco de diminuição de custos se dirige à economia de tempo, somos obrigados a rever os estudos de Taylor e seus seguidores.Atualmente há muitas empresas no mundo que utilizam o MTM (Methods-Time Measurement), um sistema de tempos pré-determinados desenvolvido por Maynard, Schwab e Stergemerten em 1948, que tem por base os estudos e princípios de Taylor descritos na Administração Científica. A experiência dessas empresas é de sucesso em produtividade, com efetiva diminuição de custos.O objetivo desse artigo é fazer uma breve revisão histórica dos estudos que levaram à formação do MTM, como também as suas atuais aplicações na indústria, especialmente no que diz respeito à redução de custos de produção. É um sistema que deve ser encarado, portanto, como diferencial competitivo para a empresa, sendo a sua aplicação uma decisão estratégica.Este artigo é o primeiro dentro de uma série que será produzida pelo grupo de trabalho que atua no NMQ -Núcleo de Manufatura e Gestão da Qualidade, um grupo de pesquisadores dentro da Faculdade de Engenharia Mecânica da Unicamp que atuam com temas atuais em gestão da produção e manufatura.Palavras chaves: MTM (Methods-Time Measurement), taylorismo, produtividade.

Purpose The purpose of this paper is to identify what are the main causes that lead strategies to decline at execution phase. Design/methodology/approach The paper adopted the strategy of survey with the 69 Brazilian businessmen. The questionnaire was developed from 16 causes pointed out in the literature and the results analyzed using Cronbach’s α coefficient, multidimensional scaling, exploratory factor analysis and Pearson correlation coefficient. Findings The results of statistical analysis showed that the main causes are primarily associated to leaders’ defaults during execution strategies, lack of support and feedback of senior management, no involvement of the teams during the strategies formulation, failure of communication on the strategic objectives in all organizational levels, and others. Research limitations/implications The 69 businessmen work in different sectors and there may be specific causes for each sector. The research presented by this paper did not have objectives to analyze specific sectors of the economy. Practical implications The results are extremely important and useful for managers during the implementation phase of the strategies and researchers in the field of business strategies. Originality/value There are no research with the same focus and objective presented by this paper about Brazilian companies.