期刊名称：Relatórios de Pesquisa em Engenharia de Produção
电子版ISSN：1678-2399
出版年度：2006
卷号：6
出版社：Universidade Federal Fluminense (UFF)
摘要：Os resultados obtidos na pesquisa realizada para investigar e analisar, usando os modelos desenvolvidos por Zeithaml, Parasuraman e Berry para qualidade e Kouzes e Posner para lideran.a, se o nível de lideran.a dentro do Departamento de Informática do Centro de Projetos de Navios está contribuindo para o fornecimento de um servi.o de excelente qualidade pelos seus integrantes à Superintendência Técnica daquela institui..o militar, s.o apresentados neste artigo. A pesquisa foi realizada no Centro de Projetos de Navios (CPN), Organiza..o Militar Prestadora de Servi.os (OMPS) da Marinha do Brasil, cujo propósito é exercer as atividades especializadas de projeto básico, de projeto de integra..o de sistemas e de análises e avalia..es de engenharia, pertinentes aos projetos de obten..o, moderniza..o, convers.o, altera..o e apoio de navios de superfície e submarinos. Para atingir seus propósitos, o CPN possui uma estrutura organizacional com quatro superintendências divididas em gerências e departamentos, destacando-se a Superintendência Técnica e o Departamento de Informática
其他摘要：The results gotten in the research to investigate and to analyze, using the models developed for Zeithaml, Parasuraman and Berry for quality and Kouzes and Posner for leadership, if the level of leadership inside of the Department of Data Processing of the Ship Design Center is contributing for the supply of a service of excellent quality to the Technical Superintendency of that military institution, is presented in this article. The research was carried out in the Ship Design Center, Military Organization of the Brazilian Navy, whose intention is to exert the specialized activities of basic project, systems integration projects and analyses and evaluations of engineering, pertinent to the projects of attainment, modernization, conversion, alteration and support of surface ships and submarines. To reach its intentions, the Ship Design center has an organizational structure with four superintendencies divided in managements and departments, being distinguished it Technical Superintendency and the Department of Data Processing. The objectives had been: (1) Compare the expectations and perceptions of the departments of the Technical Superintendency about the quality of the services of the Department of Data Processing of the CPN; (2) Compare the expectations of the departments of the Technical Superintendency about the quality of the services of computer science with the perceptions that the Department of Data Processing of the CPN has of these expectations; (3) Verify the relative importance of the dimensions of evaluation of the quality of the services of computer science of the point of view of the departments of the Technical Superintendency and the Department of Data Processing of the CPN; e (4) Compare the level of leadership of the heads of the Department of Data Processing with its perceptions of the expectations of the departments of the Technical Superintendency about the quality of the services.
关键词：Servi.os; Clientes Internos; qualidade em servi.os; SERVQUAL; Lideran.a; LPI
其他关键词：Services; Internal Customers; quality in services; SERVQUAL; Leadership; LPI.
