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Esta pesquisa apresenta um método para identificar as perdas em qualidade nos processos produtivos. As empresas de manufatura estudadas foram aquelas alocadas dentro do perímetro do Complexo Industrial Portuário de Suape em Pernambuco. No método de identificação, consideraram-se duas alternativas para avaliação das perdas: “não perda em qualidade” e “perda em qualidade”, e por meio da aplicação de um questionário estruturado com respostas que concernem a variáveis direta ou indiretamente envolvidas com a qualidade foi possível coletar os dados necessários para utilização do método multicritério Analytic Hierarchy Process (AHP).  Os resultados demonstraram a aplicabilidade do método para obter a resposta à pergunta: “De que maneira a metodologia AHP pode contribuir para a priorização das perdas em qualidade?”. Verificou-se que pelos critérios considerados pelos decisores, e julgados com o AHP, a resultante do vetor de decisão demonstrou que todos, uns mais que outros, são fatores geradores de perda em qualidade.

This paper uses SERVQUAL measure for assessing the quality of the administrative services in a large mall, located in Brazil, seen from the point of view of the current service providers. A questionnaire was used to interview 68 service companies, and 5 CEO mall of this case of study. Two factors were compared: the expectations and perceptions of the service providers, the comparison enabled the strengths and weaknesses of the quality perceived of the services offered by the mall were undertaken as a case study. It is necessary to understand which features and level of service must have in order to meet consumer needs, against on how consumers perceive the actual mall performance in the context of what they expected to ensur of good service to classify into three categories of factors: Basic, Performance and Excitement.The findings of this study may prompt future research to create a new tool to help those managers and service companies in the process of making decisions aimed at improving the strategic relationship with retail companies and thus to improve the quality of the mall services. One contribution of this study is the simple proposed model used to understanding how quality processes affect each organizational dimension of service performance.Keywords: Quality Management; Shopping Center; Service Quality; SERVQUAL; Service Dimensions. ABSTRACTABEPRO

This article presents the Tetrahedron of Innovation Processes model that aims to diagnose, through the understanding and analysis of the three vertices, areas that need improvements in training to generate a change in knowledge. The present research is intended to show the managers of a company in the energy sector the relationship between training and development programs and how their application can help the organization to design an organizational context orienting human behavior towards activities of learning and innovation. The model can be used to understand the relationship between capacity and internal resources on the influence of employee skills in information processing, creativity, and critical thinking by encouraging employee behavior, guiding a flow of knowledge to the company. Given the context, the model was able to ponder and classify the main aspects that must be improved for the development of human capital in the company studied and can help to find significant solutions for the necessary improvements to occur. With this, the article brings a paradigm shift in training and learning that will aid in the development of human knowledge.

Purpose This study analyses the factors that can influence the quality of service provided by the bus rapid transit (BRT) system in the state of Pernambuco. It is incipient, considering that the system was implemented in this state in 2014 to the World cup. In this context, the purpose of this paper is to identify the factors considered important for the services provided by this system and their impact on perceived quality. Design/methodology/approach The authors analyzed the data using exploratory factorial analysis, and linear and quantile regression techniques. Regarding the classification, this research is applied, exploratory, descriptive and in the form of a case study describing the situation experienced by the users of BRT in Pernambuco. Findings The results showed that it was possible to identify five factors that impact the level of satisfaction of the offered services: fluency in the provision of the service; staff training; physical conditions in the provision of the service; convenience/accessibility; and integration between transport lines. Originality/value With initial identification, factors 1, 3, 4 and 5 have been found to have an impact on overall service quality in a positive and statistically significant way. Factors 3 and 4 have a different impact with high- and low-quality standard perceived by users, and these should be the guiding elements by companies in establishing actions to improve the services offered.

Purpose – The purpose of this paper is to propose a model to guide organizations according to the relative importance of customer's satisfaction about six quality service dimensions: reliability, empathy, assurance, tangibility, responsiveness (Parasuraman et al., 1985) and price. Design/methodology/approach – The present study uses SERVPERF customer requirements and weights of ELECTRE TRI multicriteria method to provide guidance on an appropriated action plan. Subsequently, it was demonstrated how the proposed model applied to the Inn. Findings – SERVPERF is based on the subjective and cognitive perception of customer's service analyses. ELECTRE TRI decreases the deviation of subjectivity and develops manager's energy flow, focussed on enterprise resources. Research limitations/implications – Measuring quality is hard work and usually the customer perceptions are not well understood, because it changes many times. In addition SERVPERF and ELECTRE TRI weights do not order the quality importance. Practical implications – Together, SERVPERF and ELECTRE TRI allow managers to prioritize the service level desired by the customer. Originality/value – The importance of this analysis follows the competitiveness approach: productivity, quality and flexibility (Boljwin and Kumpe, 1990). The paper develops an approach to lead organizational quality performance based on the customer view. It provides a sustainable competitive advantage.

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

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