Melhoria de desempenho e ISO 9000: um estudo em empresas brasileiras do setor hoteleiro na perspectiva do Balanced Scorecard

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This Thesis deals with the performance improvement on hotels that have adopted the ISO 9000 Quality Management Systems. It is researched the Brazilian hotels that have an ISO 9001 registration with an assessment form based on the Balanced Scorecard approach. The main findings are that ISO 9000 provi...

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Bibliographic Details
Main Author: Pizzato, Leonardo da Costa
Other Authors: Ramos, Rubens Eugênio Barreto
Format: masterThesis
Language:por
Published: Universidade Federal do Rio Grande do Norte
Subjects:
Gestão de qualidade
Desempenho estratégico
ISO 9000
Balanced Scorecard
Hotel
Quality management
Strategic management
Hotels
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
Online Access:https://repositorio.ufrn.br/jspui/handle/123456789/15109
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