André Prado

This article aims to demonstrate the importance of quality customer service for customer loyalty through a case study in a third sector organization. Quality of service is a basis for measuring how positive the customer experience is while purchasing a product or service. The way the customer is treated defines the image he forms of the company, and this is essential for both customer loyalty and the acquisition of new customers. To address this goal, companies need to qualify their employees to deliver quality service and must always keep up with market trends in order to meet their customers expectations and needs in the face of competition. Quality tools exist to assist in improving products and services, facilitate task planning and execution, and seek solutions for continuous improvement within the organization. The methodology of this work will be through case study with a third sector organization with the application of a descriptive quantitative questionnaire in order to extract information about the quality of care. The data obtained and analyzed confirm by the respondents that the company offers quality care and this influences them to be faithful and return to the company.

This article intends to point out some paths to be followed by Information Technology in the corporate environment. The present study designed initially aimed to help a public institution of higher education, the Faculty of Chemical Engineering from Lorraine. Subsequently, the study received increments with the with the aim of assisting organizations from the most diverse sectors and segments.

This study addresses relevant information about GHS - Globally Harmonized System for
Labelling and Identification of Chemicals. The use of the GHS for the preparation of the
Record Chemical Safety Information and the Security Label are some highlighted points in  this search. With the globalization of the economy the need for standardized information for  chemicals classification becomes essential for the survival and strengthening of organizations  among its internal and external customers. Grounded in literature, this study aims to verify  how organizations benefit and protect its employees and provide users with clear conditions  and appropriate measures to control and protect not only the environment but also to end users  of their products. In this article we present a review of GHS concepts, presented as application  tools in the Paraíba Valley region of enterprises with potential to provide its customers the  concept adopted by the GHS for classification chemicals, preparation of Record Chemical  Safety Information and the Security Labels.

Resumo Algumas organizações desconhecem as reais contribuições que o Comércio Eletrônico B2C pode proporcionar para seu crescimento e por isto as tornam inseguras em prover investimentos para este tipo de negócio. Este ar-tigo tem como objetivo analisar as vantagens competitivas que este mercado oferece, mostrando que as empresas podem fortalecer suas estratégias, ampliar seu potencial de vendas e principalmente responder rapidamente as pressões, ocasionados por fatores, como por exemplo, a concorrência. O presente trabalho está baseado em um estudo do tipo qualitativo, utilizando-se de dados estatísticos e levantamento bibliográfico. Foi realizado também um estudo de caso na empresa do segmento religioso, localizada na cidade de Cachoeira Paulista, no estado de São Paulo, com o propósito de demonstrar na prática os benefícios que este mercado pode proporcionar, repre-sentando assim com qualidade e eficiência a realidade do negócio. Palavras-chave Comércio eletrônico; Vantagens comp...

The objective of this study is to analyze the viability of the ISO 9001 Certification, version 2015, in the Institution of Higher Education (IES) studied, through the standardization of processes, in order to increase the satisfaction of the clients seeking the continuous improvement of the services provided, providing a greater internal organization, better commercial performance and the reduction of time in the activities. The methodology of the work encompasses the aspects related to the applied methodological choice that is based on the empirical research that had as a goal to observe the activities developed by sectors of the studied institution, to map the workflows and to propose through the flowchart of processes, a new form of administrative practice based on the implementation of the Quality Management System - QMS in the department belonging to the IES located in the municipality of Lorena-SP. The analysis of data obtained through the creation of the mapping through the process flow chart was performed and the PDCA (Plan, Do, Check, Act) cycle will be applied in order to propose improvement for the sector. Therefore, it was observed that all the process mapping using the flowchart was important for the analysis and diagnosis of the nonconformities of the processes, besides the application of the PDCA cycle that proposed continuous improvement of the administrative processes and corrective actions for the activities

Due to market competitiveness, organizations are increasingly investing in information systems. Among these systems are Enterprise Resource Planning (ERP)-Resource Planning Company-and the decision support systems, Business Intelligence (BI)-Business Intelligence. The ERP in most cases does not provide efficiently the relevant information for decision making. With this reality, the suppliers of ERP systems started to identify the need to include modules on your systems with features of BI. For this reason, literature searches were performed in order to design and develop an integrated BI solution to the corporate ERP to an organization. After analysis, the proposed solution consists of tools with analytical queries, aiming to provide support to managers making decisions based on consolidated information system of corporate organization.

This study addresses issues of Corporate Social Responsibility as a strategic tool and the vision of the consumer. For some decades, society has recognized the Corporate Social Responsibility (CSR) as an intrinsic value to organizations and by part of their stakeholders and consumers, main promoters of CSR, with the view of a world most economically prosperous and socially just. As a result, this study was conducted with the objective to analyze the concepts of CSR and the importance of including CSR actions in the planning of the organizations as a strategic tool in competitive market. Using part of the research "Corporate Social Responsibility – Brazilian Consumer Perception" performed by Akatu Institute for Conscious Consumption and Ethos Institute for Business and Social Responsibility, in partnership with Market Analysis Brasil between 2006 and 2007, we attempted to identify through the view of consumers the real benefits of CSR actions. Through research, we conclude that currently attaches to enterprises a broader role than just economic. The inclusion of social responsibility actions as a strategic tool in management will contribute to the development of enterprises in the process of market survival.

This study aims to develop a research on the role of educators in companies aiming to improve service delivery in organizations. Currently this Professional has been able to open his space with organizations to promote projects, solve problems, formulate hypotheses and also aims to improve the service offered by the company, that is why the research is justified from the paradigm that the teacher educator is only na elementary education teacher, pedagogy business has been assuming new organizational scenarios delimited by the organization, implementation of good projects and training for a new base of personnel management. This allows a renewal in the spirit of the employees and the company development, promoting changing attitudes and thus directing the business, aiming to meet the demands of the current market and society. The methodology of this study according GIL (2008) conducted from exploratory study with bibliographic research design, developed through bibliographic research , using articles, books and online publications. After bibliographic analysis, it is realizable that to meet the challenges of the New Globalized Era, companies must generate capabilities arising from the distribution of functions and practices, so the educator is of Paramount importance in the business scope, because it will analyze and direct employees and the company for aimed improvement.

Any organizations do not know the real contributions what the Electronic Commerce B2C can provide for his growth and for this they make them insecure in providing investments for this business type. This article has how I aim to analyse the competitive advantages what this market offers, showing that the enterprises can strengthen his strategies, enlarge his potential of sales and principally to answer quickly the pressures, caused by factors, eat for example, the competition. The present work is based on a study of the qualitative type, making use of statistical data and bibliographical lifting. A case study was carried out also in the enterprise of the religious segment, located in the city Cachoeira Paulista, in the state of Sao Paulo, with the purpose of demonstrating in practice the benefits what this market can provide, acting so with quality and efficiency to reality of the business.

The importance of the Information Technology and the value aggregated to the organizational process. The goal this article is to define which the strategies can be introduced with of the Information Technology. The creation of good strategies has a great importance of organizational areas. The idea will be demonstrated if there is a way of measure the worth that. Information Technology brings to the companies being used with security, agility end efficacy for a decisive. Satisfactory and reliable process. The Information Technology supplies great advantages for the companies and reaching of goals and differential before of their competitors.

Companies are increasingly using electronic commerce to eliminate intermediaries from the market, allowing a more accessible cost to customers. In addition, they often allow the customer to choose from a wide variety of products or services. Having as main advantage the speed from the beginning of the purchase process until the delivery.

Empresas estão cada vez mais se utilizando do comércio eletrônico para eliminar intermediários do mercado, permitindo um custo mais acessível aos clientes. Além disso, muitas vezes permitem que o cliente escolha entre uma ampla variedade de produtos ou serviços. Tendo como principal vantagem a rapidez desde o inicio do processo de compra até a entrega.

This article aims to demonstrate results that many IT Managers (Information Technology) seek to present to the corporate environment. The present study was carried out in a Public Management Institution, the Municipality of Lorena. However, the results of reduced energy consumption serve as a parameter for any Institution, Industry or Organization.
Este artigo pretende demonstrar resultados que muitos Gerentes
de T.I. (Tecnologia da Informação), buscam para apresentar ao ambiente corporativo. O presente estudo foi realizado em uma Instituição de Gestão Pública, a Prefeitura Municipal de Lorena. Entretanto, os resultados de redução no consumo de energia servem como parâmetro para qualquer Instituição, Indústria ou Organização.

This study is based on Information Technology (IT) advances and increasing its resources in recent decades, which favored the formation of new working environments, changing the professional profile of this area and also affecting the management of the business. As a result of these advances come new types of organizations, most intelligent and cohesive, which are characterized by the availability of information systems in supporting decision-making: operational, managerial and strategic, which is directly reflected in company results. The change in behavior associated with the pursuit of knowledge and expectations of IT professional, form a backdrop of increasing demands and these changes are essential for organizations that want to thrive in the information and knowledge. The present study concludes that the new profile of the IT professional should provide the technical expertise, business and behavioral demands a high degree of specialization as well as knowledge of business and human aspects. Keywords: information technology, management information systems, strategic planning, professional, and market trends in the IT area.

This article has the objective of understanding the motivational aspects that influence organizations to invest in responsible actions towards the environment and society. For that, it has been carried out a research, based on bibliographical survey, on the positioning of the customer and the companies, after the insertion of systems that assist in the impacts. To ground this work, an interview applied in an organization was elaborated, in order to establish concrete facts and to understand the scene of the ambient awareness. Through the collected and discussed informations here, it is concluded that the organizations are in search of ongoing improvements, nevertheless it is necessary the enlargement of this awareness, so that it diffuse those ones, conciliating productivity and preservation , thus favoring better conditions for the collaborators and clients, the environment and the next generations.

The present work aims to define strategies to be implemented at the Faculty of Chemical Engineering of Lorena (Faenquil) making use of the Information Technology (IT). Creating good strategies is of great importance for the management of teaching institutions to be as good as possible, and in the case of this work, Faenquil will be used as a laboratory. Some of the topics that will be dealt with are: the mission, targets, aims, weak and strong points, scenes and methods of developing a technology in a strategic way with efficiency and efficacy. This work comprises two stages: consulting specialized publications and conducting experiments with the aid of a statistical software for a comparative study. The final objective is to show how to employ the Information Technology today to ensure safety, reliability, quickness and efficacy for a satisfactory and reliable decision process.

Environmental education is itself an important way to disseminate knowledge for environmental conservation. This issue, however, presents some complexity. After all, it is not easy to spread it on a large scale with the practical implementation of its concepts. There are critical factors that go against the processes for environmental conservation, such as:  the competitive pursuit of economic growth for countries, the use of unclean energy, and the promotion of the consumer society and capitalist interests among others. In this context, practical applications of environmental education become rather complex to implement. However, sustainable growth is something achievable provided that there is a concerted effort on the part of society, governments, industry and social organizations. Educational institutions at different levels can and should contribute in this process by using environmental education as the main  tool and strategy for promoting  environmental causes. The methodology of this study made use of literature and exploratory research to analyze the Escola de Engenharia de Lorena of Universidade de São Paulo (EEL USP) actions in favor of environment. To do this, we observed the following stages: I) reducing energy consumption in a laboratory unit; II) accounting for educational actions of Programa USP Recicla; III) reducing pollution through the effluent treatment plant; IV) environmental monitoring of Serra da Mantiqueira; V) analysis of the curriculum of that institution.  Following observations, it can be seen that the actions taken at EEL USP are important contributions towards environment conservation. However, given  the  unfortunate  scenario  of  environmental destruction of the planet, actions like these, through the practical application of  concepts available for Environmental Education  require  an urgent  expansion, at a faster rate, for a better preservation of the environment,  the protection  of future generations and the implementation of  sustainable growth.

This publication is the result of the compilation of the Master of Education research with mention in Educational Management carried out during the years 2008 to 2010 and defended with the Universidad Politécnica Salesiana (UPS). The initial class modules were taught in Brasília-DF, and, subsequently, new technologies were used until culminating in defense in Ecuador in July 2011.
Esta publicação é o resultado da compilação da pesquisa de Mestrado em Educação com menção em Gestão Educativa realizada durante os anos de 2008 a 2010 e defendida junto à Universidad Politécnica Salesiana (UPS). Os módulos de aulas iniciais foram ministrados em Brasília-DF, e, posteriormente, houve a utilização das novas tecnologias até culminar na defesa no Equador no mês de julho de 2011.