Gestao Estrategica De Servicos

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Gestão Estratégica de Serviços

Author : Aline dos Santos Barbosa
Publisher : Freitas Bastos
ISBN 13 : 6556752835
Total Pages : 153 pages
Book Rating : 4.5/5 (567 download)

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Book Synopsis Gestão Estratégica de Serviços by : Aline dos Santos Barbosa

Download or read book Gestão Estratégica de Serviços written by Aline dos Santos Barbosa and published by Freitas Bastos. This book was released on 2023-04-18 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quais são os fundamentos principais dos serviços? O que envolve o pacote de serviços? Como podemos melhor gerir nossa cadeia de fornecimento? Quais são os principais elementos e as principais ferramentas da qualidade que podem ser aplicáveis aos serviços? Como podemos melhorar o treinamento de pessoas em serviços? De que forma podemos ser mais efetivos na conquista de nossos clientes? Com estas questões em mente, e por meio de uma abordagem acadêmica e aplicada, trazemos nesta obra etapas, conceitos e ferramentas consagrados pela literatura e pela prática do campo da gestão de serviços. A pessoa que ler esta obra poderá notar que em cada capítulo trazemos uma série de exemplos, ora reais, ora hipotéticos, para ilustrar com maior clareza os conceitos que também são trazidos. Tratar de gestão de serviços envolve pensar em erros e acertos de empresas nessa empreitada, por isso, uma série de situações delicadas vividas pelas empresas são propositalmente colocadas em nossos capítulos, também como forma de gerar reflexões que servem de alerta para que não percamos de vista a complexidade do que significa gerir serviços com excelência. Seja você aluno, gestor ou consultor, acreditamos que nossa obra ampliará sua compreensão sobre alguns dos principais métodos disponíveis para a tomada de decisão estratégica nas organizações prestadoras dos mais variados tipos de serviços. Defendemos que ao compreender os materiais aqui expostos, você terá maior probabilidade de êxito na busca por vantagem competitiva de longo prazo para a organização em que atua.

Administração estratégica de serviços

Author : Irineu G. N. Gianesi
Publisher :
ISBN 13 : 9788522411528
Total Pages : 233 pages
Book Rating : 4.4/5 (115 download)

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Book Synopsis Administração estratégica de serviços by : Irineu G. N. Gianesi

Download or read book Administração estratégica de serviços written by Irineu G. N. Gianesi and published by . This book was released on 1994 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: A importancia dos servicos na economia; As operacoes de servicos; A importancia estrategica das operacoes em servicos; O comportamento do consumidor de servicos; A avaliacao da qualidade do servico pelo cliente; Estrategia de operacoes de servicos; Projeto do sistema de servicos;Planejamento, programacao e controle dos sistemas de servicos; Qualidade e melhoria dos sistemas de servico.

Gestão estratégica de serviço

Author : JOSE FRANCISCO NOGUEIRA
Publisher :
ISBN 13 : 9788522450497
Total Pages : 228 pages
Book Rating : 4.4/5 (54 download)

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Book Synopsis Gestão estratégica de serviço by : JOSE FRANCISCO NOGUEIRA

Download or read book Gestão estratégica de serviço written by JOSE FRANCISCO NOGUEIRA and published by . This book was released on 2008 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: A idéia básica deste livro é demonstrar a importância do tema 'serviço' sobretudo no seu aspecto de fundamentação conceitual para qualificar a prática. Os primeiros três capítulos demonstram o ambiente organizacional contemporâneo em que o tema serviços está inserido. O Capítulo 4 propõe uma revisão conceitual sobre aspectos fundamentais dos serviços e reforça a necessidade de um olhar especial para esse tipo de produto e sua respectiva organização. Os demais capítulos analisam serviços sob as abordagens das diferentes funções organizacionais, como qualidade, planejamento, finanças, produção e outras. Em todos os capítulos há um aspecto comum - a lembrança da freqüente interdependência entre fornecedor e cliente na negociação, produção, disponibilização e manutenção dos serviços.

Reestruturação de um sistema de serviços

Author : Cristiano Guimarães Vasques
Publisher :
ISBN 13 :
Total Pages : 103 pages
Book Rating : 4.:/5 (559 download)

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Book Synopsis Reestruturação de um sistema de serviços by : Cristiano Guimarães Vasques

Download or read book Reestruturação de um sistema de serviços written by Cristiano Guimarães Vasques and published by . This book was released on 1996 with total page 103 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Administração Estratégica De Serviços

Author : Henrique Luiz Correa
Publisher :
ISBN 13 : 9788597018349
Total Pages : 312 pages
Book Rating : 4.0/5 (183 download)

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Book Synopsis Administração Estratégica De Serviços by : Henrique Luiz Correa

Download or read book Administração Estratégica De Serviços written by Henrique Luiz Correa and published by . This book was released on with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mais de 20 anos depois do lançamento da sua primeira edição, este clássico foi totalmente reformulado sem deixar de lado seu conteúdo atemporal, que é o principal motivo de sucesso e faz com que Administração estratégica de serviços seja um dos livros mais adotados por diversas instituições de ensino superior no Brasil. O setor de serviços vem ganhando cada vez mais importância no mundo todo, em especial em países cuja economia é sustentada principalmente pelas atividades industriais ou agrícolas. Nos países industrializados, a urbanização das populações, a introdução de novas tecnologias (principalmente as associadas à internet) e o aumento da expectativa de qualidade de vida são alguns dos fatores que contribuem para o crescimento do setor de serviços. Para os autores, não basta defender o conceito de que os gerentes de serviços têm de se preocupar mais com o cliente (uma abordagem comum do marketing). É preciso passar de¬ “o que fazer” para o “como fazer”. Este livro auxilia o gerente de operações em sua tarefa de entender melhor as tendências do mercado de serviços, projetar o serviço, projetar o sistema de operações que vai produzi-lo e planejar, controlar e aprimorar as operações. Tudo para que alcancem alto desempenho (ou, pelo menos, melhor desempenho que a concorrência) naquilo que realmente importa: os aspectos que os clientes mais valorizam. Livro-texto para a disciplina Administração de Serviços dos cursos de Administração e Engenharia de Produção. Leitura relevante para profissionais das áreas de Planejamento Estratégico e Marketing de Serviços.

Gestão Estratégica de Serviços

Author : José Francisco Nogueira
Publisher :
ISBN 13 : 9788522464500
Total Pages : 242 pages
Book Rating : 4.4/5 (645 download)

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Book Synopsis Gestão Estratégica de Serviços by : José Francisco Nogueira

Download or read book Gestão Estratégica de Serviços written by José Francisco Nogueira and published by . This book was released on 2000 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Marketing Library and Information Services II

Author : Dinesh K. Gupta
Publisher : Walter de Gruyter
ISBN 13 : 311028104X
Total Pages : 424 pages
Book Rating : 4.1/5 (12 download)

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Book Synopsis Marketing Library and Information Services II by : Dinesh K. Gupta

Download or read book Marketing Library and Information Services II written by Dinesh K. Gupta and published by Walter de Gruyter. This book was released on 2013-06-25 with total page 424 pages. Available in PDF, EPUB and Kindle. Book excerpt: With contributions from library and information professionals (practitioners, researchers, faculty members, consultants, and others), Marketing Library and Information Services: A Global Outlook highlights a variety of exemplary LIS marketing practices and efforts from around the globe. The following broad topics are explored: changing marketing concepts; marketing library and information services in different countries; marketing library and information services in different kind of libraries; web-based LIS marketing, etc.

Proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018)

Author : Sebastiano Bagnara
Publisher : Springer
ISBN 13 : 3319960989
Total Pages : 806 pages
Book Rating : 4.3/5 (199 download)

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Book Synopsis Proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018) by : Sebastiano Bagnara

Download or read book Proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018) written by Sebastiano Bagnara and published by Springer. This book was released on 2018-08-07 with total page 806 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents the proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018), held on August 26-30, 2018, in Florence, Italy. By highlighting the latest theories and models, as well as cutting-edge technologies and applications, and by combining findings from a range of disciplines including engineering, design, robotics, healthcare, management, computer science, human biology and behavioral science, it provides researchers and practitioners alike with a comprehensive, timely guide on human factors and ergonomics. It also offers an excellent source of innovative ideas to stimulate future discussions and developments aimed at applying knowledge and techniques to optimize system performance, while at the same time promoting the health, safety and wellbeing of individuals. The proceedings include papers from researchers and practitioners, scientists and physicians, institutional leaders, managers and policy makers that contribute to constructing the Human Factors and Ergonomics approach across a variety of methodologies, domains and productive sectors. This volume includes papers addressing Healthcare Ergonomics.

Living with Covid-19

Author : Chaudhery Mustansar Hussain
Publisher : CRC Press
ISBN 13 : 100038098X
Total Pages : 228 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis Living with Covid-19 by : Chaudhery Mustansar Hussain

Download or read book Living with Covid-19 written by Chaudhery Mustansar Hussain and published by CRC Press. This book was released on 2021-11-24 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: At the end of 2019, the world came across a virus, SARS-CoV-2, which causes a disease classified as COVID-19. The virus is highly transmissible and causes an acute respiratory syndrome that ranges from mild symptoms in about 80% cases to very severe symptoms with respiratory failure in 5% to 10% of cases. The epicenter of the outbreak of this pandemic was Wuhan, a city in China’s Hubei Province. The World Health Organization has declared the outbreak of COVID-19 to be a pandemic and classified it as a high global risk. Human health risk assessment for COVID-19 depends on the characteristics of the virus and includes the process of gathering and analyzing environmental and health information using specific techniques to support decision making, systematically taking actions, and articulating the collected information within and between sectors for promoting health and improving the social and living conditions of populations. To assess COVID-19 risk factors, it is important to consider and document all relevant information available at the time of assessment. In this way, decision making will get a direction and the assessment process will get recorded, which includes evaluation of the risk factors, control measures, methods used for evaluation, why they were considered important, and their order of priority. This book addresses in detail the challenges posed by the virus and presents up-to-date knowledge on safety risk assessment and economics, as well as ethical, legal, and social implications (ELSI) of COVID-19.

ENTERprise Information Systems

Author : Maria Manuela Cruz-Cunha
Publisher : Springer
ISBN 13 : 364224355X
Total Pages : 434 pages
Book Rating : 4.6/5 (422 download)

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Book Synopsis ENTERprise Information Systems by : Maria Manuela Cruz-Cunha

Download or read book ENTERprise Information Systems written by Maria Manuela Cruz-Cunha and published by Springer. This book was released on 2011-09-30 with total page 434 pages. Available in PDF, EPUB and Kindle. Book excerpt: This three-volume-set (CCIS 219, CCIS 220, and CCIS 221) constitutes the refereed proceedings of the International Conference on ENTERprise Information Systems, CENTERIS 2011, held in Vilamoura, Portugal, in September 2011. The approx. 120 revised full papers presented in the three volumes were carefully reviewed and selected from 180 submissions. The papers are organized in topical sections on knowledge society, EIS adoption and design, EIS implementation and impact, EIS applications, social aspects and IS in education, IT/IS management, telemedicine and imaging technologies, healthcare information management, medical records and business processes, decision support systems and business intelligence in health and social care contexts, architectures and emerging technologies in healthcare organizations, as well as m-health.

ENGENHARIA DE PRODU‚ÌO 2 Colet‰nea de Escritos Cient’ficos

Author : Marcello Pires Fonseca
Publisher : Lulu.com
ISBN 13 : 1387356186
Total Pages : 298 pages
Book Rating : 4.3/5 (873 download)

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Book Synopsis ENGENHARIA DE PRODU‚ÌO 2 Colet‰nea de Escritos Cient’ficos by : Marcello Pires Fonseca

Download or read book ENGENHARIA DE PRODU‚ÌO 2 Colet‰nea de Escritos Cient’ficos written by Marcello Pires Fonseca and published by Lulu.com. This book was released on 2017-11-10 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: Este artigo trata da gestão da qualidade em prestação de serviços e seus reflexos na melhoria da produtividade dos professores: uma proposta de aplicação numa escola no centro de Manaus. A gestão da qualidade é o conjunto de métodos, processos e sistemas que as organizações empregam para maravilhar seus consumidores e, ao mesmo tempo reduzir custos, recuperar investimentos e envolver seus funcionários. Esses métodos evoluem com o tempo.

Administra ‹o Pœblica

Author : Augustinho Paludo
Publisher : Elsevier
ISBN 13 : 8535252738
Total Pages : 543 pages
Book Rating : 4.5/5 (352 download)

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Book Synopsis Administra ‹o Pœblica by : Augustinho Paludo

Download or read book Administra ‹o Pœblica written by Augustinho Paludo and published by Elsevier. This book was released on 2012 with total page 543 pages. Available in PDF, EPUB and Kindle. Book excerpt:

A look at development

Author :
Publisher : Seven Editora
ISBN 13 : 6584976394
Total Pages : 2850 pages
Book Rating : 4.5/5 (849 download)

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Book Synopsis A look at development by :

Download or read book A look at development written by and published by Seven Editora. This book was released on with total page 2850 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Advances in Production Management Systems: New Challenges, New Approaches

Author : Bruno Vallespir
Publisher : Springer Science & Business Media
ISBN 13 : 3642163572
Total Pages : 681 pages
Book Rating : 4.6/5 (421 download)

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Book Synopsis Advances in Production Management Systems: New Challenges, New Approaches by : Bruno Vallespir

Download or read book Advances in Production Management Systems: New Challenges, New Approaches written by Bruno Vallespir and published by Springer Science & Business Media. This book was released on 2010-10-15 with total page 681 pages. Available in PDF, EPUB and Kindle. Book excerpt: The present economic and social environment has given rise to new situations within which companies must operate. As a first example, the globalization of the economy and the need for performance has led companies to outsource and then to operate inside networks of enterprises such as supply chains or virtual enterprises. A second instance is related to environmental issues. The statement about the impact of ind- trial activities on the environment has led companies to revise processes, to save - ergy, to optimize transportation.... A last example relates to knowledge. Knowledge is considered today to be one of the main assets of a company. How to capitalize, to manage, to reuse it for the benefit of the company is an important current issue. The three examples above have no direct links. However, each of them constitutes a challenge that companies have to face today. This book brings together the opinions of several leading researchers from all around the world. Together they try to develop new approaches and find answers to those challenges. Through the individual ch- ters of this book, the authors present their understanding of the different challenges, the concepts on which they are working, the approaches they are developing and the tools they propose. The book is composed of six parts; each one focuses on a specific theme and is subdivided into subtopics.

Promoting Social and Cultural Equity in the Tourism Sector

Author : Cembranel, Priscila
Publisher : IGI Global
ISBN 13 : 1668441969
Total Pages : 330 pages
Book Rating : 4.6/5 (684 download)

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Book Synopsis Promoting Social and Cultural Equity in the Tourism Sector by : Cembranel, Priscila

Download or read book Promoting Social and Cultural Equity in the Tourism Sector written by Cembranel, Priscila and published by IGI Global. This book was released on 2022-05-27 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: People venture into tourist activities to expand their worldviews and experiences, and as such, it is common for them to face realities totally different from those they are used to. Therefore, it is essential to discuss tourist experiences related to issues with discrimination and equality such as racism, inherent prejudice, gender equality, indigenous rights, and experiences of the LGBTQIA+ community to ensure the tourism industry is inclusive and safe. Promoting Social and Cultural Equity in the Tourism Sector provides relevant theoretical frameworks and the latest findings from empirical research on diversity and equity applied to tourism activity. The book also contributes to the discussion about the nuances inherent to tourism activities and experiences at tourist destinations. Covering a wide range of topics such as gender bias, employability, and diversity education, this reference work is crucial for hotel managers, activists, travel agencies, tour organizations, industry professionals, government officials, policymakers, researchers, scholars, practitioners, academicians, instructors, and students.

Digital Services in Crisis, Disaster, and Emergency Situations

Author : Oliveira, Lídia
Publisher : IGI Global
ISBN 13 : 1799867072
Total Pages : 411 pages
Book Rating : 4.7/5 (998 download)

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Book Synopsis Digital Services in Crisis, Disaster, and Emergency Situations by : Oliveira, Lídia

Download or read book Digital Services in Crisis, Disaster, and Emergency Situations written by Oliveira, Lídia and published by IGI Global. This book was released on 2021-01-29 with total page 411 pages. Available in PDF, EPUB and Kindle. Book excerpt: The contemporary world is characterized by the massive use of digital communication platforms and services that allow people to stay in touch with each other and their organizations. On the other hand, it is also a world with great challenges in terms of crisis, disaster, and emergency situations of various kinds. Thus, it is crucial to understand the role of digital platforms/services in the context of crisis, disaster, and emergency situations. Digital Services in Crisis, Disaster, and Emergency Situations presents recent studies on crisis, disaster, and emergency situations in which digital technologies are considered as a key mediator. Featuring multi- and interdisciplinary research findings, this comprehensive reference work highlights the relevance of society’s digitization and its usefulness and contribution to the different phases and types of risk scenarios. Thus, the book investigates the design of digital services that are specifically developed for use in crisis situations and examines services such as online social networks that can be used for communication purposes in emergency events. Highlighting themes that include crisis management communication, risk monitoring, digital crisis intervention, and smartphone applications, this book is of particular use to governments, institutions, corporations, and professionals who deal with crisis, disaster, and emergency scenarios, as well as researchers, academicians, and students working in fields such as communications, multimedia, sociology, political science, and engineering.

The Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services

Author : Sueli Mara Soares Pinto Ferreira
Publisher : Walter de Gruyter
ISBN 13 : 3598440170
Total Pages : 401 pages
Book Rating : 4.5/5 (984 download)

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Book Synopsis The Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services by : Sueli Mara Soares Pinto Ferreira

Download or read book The Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services written by Sueli Mara Soares Pinto Ferreira and published by Walter de Gruyter. This book was released on 2006-05-19 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: For several years the concept of "virtual client" or "virtual customer" has been part of the world of libraries and information services. This publication contains the proceedings of a satellite meeting on this topic, organized by the Management and Marketing Section of IFLA and held in Sao Paulo, Brazil in August 2004. It contains papers from more general points of views such as the democratization of access to digital information to more specific questions such as virtual libraries and new services, not forgetting user and librarian education, web site design, more specialized information, etc. The readers of these proceedings will find along these pages a very stimulating content which will guide them towards better services for virtual clients. Papers are presented in the original language of their presentation (Portuguese, French, Spanish and English) with summaries in these four languages.