ANÁLISE DA QUALIDADE EM SERVIÇOS NA CADEIA DE VALOR DA INDÚSTRIA MOVELEIRA: um estudo no complexo de Ubá/MG

• Ano de defesa: 2008
• Autor(a) principal: Cabral, Daniel
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: Competitividade; Cadeia Produtiva; Qualidade em Serviço; Competitiveness; Productive Chain; Quality in Service; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/17390

This research have like principal objective to investigate the management models of total quality applied to productive chain of furniture complex of Ubá/MG. Te study objectives to verify the model that offers most competitiveness to that industry, underscoring the importance of transport and assembly services, together the final consumer. The work starts with the literature revision. It presents concepts referring to Competitiveness, Produce Chain Management and Quality in services, over there a study of history and characteristics of furniture industry of Ubá/MG. Models like the Supply Chain according Poirier (1997), handing on to Value Chain conformity Porter (1989), reaching to elements in the Management Structure of Supply Chain at the Cooper, Lambert & Pagh (1997) view, arriving at the SERVQUAL instrument, developed for Parasuraman et al. (1988) are presented and commented along of this work. It shows too a supply chain structure in practice, suggested by Slack (1993) and other Structure of Investigation and Management of Supply Chain, of Cooper, Lambert & Pagh (1997) responsibility. Concepts of various authors are observed and compared with the practices of furniture industry of Ubá/MG.