Purpose Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management practices adopted by dealerships with the best performance in terms of customer’s satisfaction and revenue and how such practices contribute to these results. Design/methodology/approach A multiple case study was performed with nine leader branded car dealerships in an emerging country, considering the entrance car. The performance indicators to evaluate customers’ satisfaction, revenue and operational indicators related to product support, brand manifestation and relationship with customers were identified. Quality management practices that support the best results achievement were analyzed. Findings The three dealerships that represent Asiatic brands have best customers’ satisfaction and revenue performance. These dealerships typically have different processes comparing with dealerships that represent European and American brands concerning to: continuous improvement management; warranties and stock management; services scheduling; offer bonuses to customers; and customers service that emphasizes focus on technical and commercial expertise. Originality/value This research considered indicators performance and, based on that, analyzed the dealerships’ practices that support the best performance. Such aspect has room for academic literature since the quality management research related to car industry focuses mainly on manufacturer and generates managerial insights to the car industry and its dealerships.

Purpose The purpose of this paper is to examine how corporate social responsibility (CSR) initiatives add value to Brazilian companies and how these companies perceive the impact of CSR initiatives on their customers, employees, and society. Design/methodology/approach A multiple case study was conducted on 17 Brazilian companies, from diverse industries, that started their CSR initiatives between 1984 and 2011. Findings It is possible to identify ten companies with CSR initiatives disconnected from business strategy. In such cases, CSR started as an altruistic contribution to the local community. Actions have been limited to the employees and have demanded resources without perceived value for stakeholders. In seven companies, CSR initiatives are linked to the business strategy. In these cases, CSR initiatives add value to the companies promoting companies’ or brands’ reputation. It is observed to provide better working environment through employees’ motivation and their involvement in CSR initiatives. This value is perceived for the customers, employees, and for the society. However, to reinforce this perception, interested stakeholders should be informed about CSR initiatives and their contribution to the society. Originality/value This research attempts to analyze the CSR initiatives of the companies in emerging countries and to understand how CSR could add value to these companies and how this value is perceived. It also aims to understand how these initiatives have been organized and could support the altruistic efforts with effective results to the companies and to the society.

Resumo: É importante a adoção de meios que facilitem aos alunos construírem seu conhecimento teórico e prático em assuntos relacionados a operações de manufatura. Nesse sentido, o objetivo deste artigo é apresentar o uso da metodologia ativa de ensino-aprendizagem na compreensão das abordagens da Teoria das Restrições (TOC) em operações de manufatura. Por meio de simulação com o uso do OPT Game, são apresentadas conexões entre o processo da TOC com os indicadores globais e operacionais, as regras do OPT, a sincronização da produção e o tambor-pulmão-corda. Caracteriza-se uma pesquisa aplicada, exploratória, descritiva e explicativa, por meio da técnica de simulação. O OPT Game foi aplicado em uma turma de mestrandos. Os resultados demonstraram que os alunos se sentiram motivados com a atividade, auxiliando-os na compreensão entre teoria e prática das abordagens da TOC; do qual foi considerado importante recurso facilitador à aprendizagem.Palavras-chave: Metodologia Ativa de Ensino-Aprendizagem. Operações de Manufatura. Teoria das Restrições. OPT Game. Abstract:It is important adoption means that facilitate the students to build their theoretical and practical knowledge in matters related to manufacturing operations. In this sense, the objective of this article is to present the use of the active methodology of teaching-learning in the understanding of the Theories of Constraints (TOC) approaches in manufacturing operations. Through simulation with the use of OPT Game, connections between the TOC process with the global and operational indicators, the OPT rules, the production synchronization and the drum-buffer-rope are presented. It is characterized an applied, exploratory, descriptive and explanatory research, through the simulation technique. The OPT Game was applied to a group of masters degree students. The results showed that the students felt motivated with the activity, helping them to understand the theory and practice of TOC approaches; whose was considered an important resource to facilitate learning.

Resumo O que fazer com o lixo produzido em grande escala quando enterrar ou incinerar não são mais técnica, social e ambientalmente tolerados? Este artigo apresenta o caso do município de São Paulo, que optou pela transferência de Centrais Mecanizadas de Triagem europeias para ampliar sua capacidade de triagem de resíduos recicláveis e, assim, tentar responder parcialmente a essa questão. A partir do quadro metodológico utilizado, análise antropotecnológica e a Análise Ergonômica do Trabalho, foi possível revelar problemas decorrentes dessa transferência de tecnologia relacionados ao ambiente externo, ao processo produtivo interno e aos resultados. Os problemas evidenciados são retomados à luz do conceito de “antropotecnologia” de Alain Wisner, que pretende apoiar os projetistas na elaboração de projetos mais aderentes às realidades das situações encontradas nos países de destino. Ao final, sugestões de reprojeto desses sistemas são apresentadas, de modo a reduzir as pretensões da mecanização e automação na substituição do trabalho humano, propondo sistemas integrados homens-máquinas que resultem em melhor desempenho global.

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