This work presents a model for the identification of the customers’ needs and translation of the same ones in processes improvement opportunities, aiming an increment in the quality in the services rendered to hotel clients. To provide a better understanding of the model and clarify the benefits of its application, it is analysed an application in a hotel.

Referência: SILVA, C.; NERES, W. VARVAKIS, G. Busca de melhorias em serviços. uma aplicação na indústria hoteleira.  ENEGEP,  1999.

Artigo Completo

The small and medium enterprises (SME’s) have been trying to establish several cooperation forms nowadays, looking for survival and competitiveness in the global economy. An enterprise network represents a model for functional cooperation for SME’s. The network may assume several forms, for this work., virtual organizations and clusters are the considered one. This article aims to confront the characteristics of the virtual organizations with the characteristics of the clusters, furthermore the compatibility of these two concepts is analyzed.

Referência: SANTOS, L.; VARVAKIS, G. Redes de pequenas e médias empresas- organizações virtuais vs clusters. Encontro Nacional de Engenharia de Produção (ENEGEP), 1999.

Artigo Completo

Actually, the services represent the industry sector that has biggest increase in the world economy. With the development of the sector and increase of competition, service organisations are looking for to increase the productivity and the quality of its operations, in order to maintain its competitivity in the market. For this reason, and with the existent technological progresses, service organisations have been adopting several types of technological innovations in its operations. This article discusses some of the impacts of the technological innovations in the services, analysing its benefits and implications. KEY WORDS: technological innovations, process technology, service operations.

Referência: SANTOS, L.; VARVAKIS, G. Impactos das inovações tecnológicas em operações em serviços. Encontro Nacional de Engenharia de Produção (ENEGEP), 1999.

Artigo Completo

Actually, the services represent the industry sector that has biggest increase in the world economy. With the development of the sector and increase of competition, service organisations are looking for to increase the productivity and the quality of its operations, in order to maintain its competitivity in the market. For this reason, several traditional techniques used in manufacturing systems are being applied in service industries. Just-in-Time philosophy, that has grown in shop-floor, can be adapted with success in service operations. This paper analyses how the JIT principles can be applied to service operations

Referência: SANTOS, L.; VARVAKIS, G. Análise da aplicabilidade dos princípios da filosofia JIT em operações de serviços. Encontro Nacional de Engenharia de Produção (ENEGEP), 1999

Artigo Completo

The housing, usually known in one of its dimensions, the shelter, represents one of the most important creations of the man’s technical and intellectual evolution, facilitating the survival of the human species from North to South of the terrestrial globe. The housing term for this work considers three dimensions: shelter, access and tenure. In shelter, it is considered the physical part, good enough to protect from the bad weather, to provide comfort and well-being. As access it is considered the easiness of obtaining electricity, water and sewer, as well as the access to the  work, school, market and amenities. The tenure, suggests the time of permanence in the housing, that should be enough long to be worth the move and also represents the costs associated to leave it. The present research aims to offer a view for quantification, in cost terms, of these three dimensions. The research offers the bases for product design (houses) that serve as an element that integrates the man and the environment, considering the whole product life cycle. Furthermore, it is possible to have an feedback for urban planning, housing assessment, quality and cost performance under the user point of view.

Referência: LIBRELOTTO, L.; VARVAKIS, G. O custo global da habitação: um estudo de caso na grande Florianópolis.XIX ENEGEP, 1999

Artigo Completo

In this age of strong competitive pressure, cost reduction and productivity improvement are major objectives for most companies. This paper presents an processes management model based on resources and residues analyses. The objective of this model is to allocate resources and residues on process and offer basis for an analysis of their impacts.

Referência: NERED, W.; VARVAKIS, G.; CARO M. Modelagem Da Aplicação Do Gerenciamento De Processos- ênfase na Análise Do Impacto dos Recursos Nos Processos. Encontro Nacional de Engenharia de Produção (ENEGEP), 1998.

Artigo Completo