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Springer Proceedings in Business and Economics
Adriana Leiras
Carlos Alberto González-Calderón
Irineu de Brito Junior
Sebastián Villa
Hugo Tsugunobu Yoshida Yoshizaki Editors
Operations
Management
for Social Good
2018 POMS International Conference in
Rio
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Adriana Leiras •
Carlos Alberto González-Calderón •
Irineu de Brito Junior Sebastián Villa
• •
Hugo Tsugunobu Yoshida Yoshizaki
Editors
Operations Management
for Social Good
2018 POMS International Conference in Rio
123
Editors
Adriana Leiras Carlos Alberto González-Calderón
Pontifical Catholic University of Rio de Universidad Nacional de Colombia at
Janeiro (PUC-Rio) Medellin (UNAL-Medellin)
Rio de Janeiro, Brazil Medellín, Colombia
Irineu de Brito Junior Sebastián Villa
Universidade Estadual Paulista at São José Universidad de Los Andes (UniAndes)
dos Campos (ICT-UNESP) Bogotá, Colombia
São Paulo, Brazil
Hugo Tsugunobu Yoshida Yoshizaki
Universidade de São Paulo (USP)
São Paulo, Brazil
ISSN 2198-7246 ISSN 2198-7254 (electronic)
Springer Proceedings in Business and Economics
ISBN 978-3-030-23815-5 ISBN 978-3-030-23816-2 (eBook)
https://doi.org/10.1007/978-3-030-23816-2
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Contents
Part I Artificial Intelligence and Data Analytics in Operations
1 Evaluating Order Picking Efficiency Under Demand
Fluctuations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Jens Bürger
2 Product Demand Forecasting Based on Reservoir
Computing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Jorge Calvimontes and Jens Bürger
3 Quality of Service Evaluation of a University Library
Using Text Mining and Kohonen Self-organizing Maps . . . . . . . 27
Anderson Guilherme de Freitas Rodrigues,
Jose Alfredo Ferreira Costa and Sanderson Santos Azevedo da Silva
4 Data Analytics for the Selection of Wind Turbine Power
Curve Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Gabriel Almeida Hammes, Paula Medina Maçaira
and Fernando Luiz Cyrino Oliveira
5 Forecasting Electricity Generation of Small Hydropower
Plants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Margarete Afonso de Sousa, Paula Medina Maçaira,
Reinaldo Castro Souza, Fernando Luiz Cyrino Oliveira
and Rodrigo Flora Calili
6 Evaluation of the Efficiency of the Solar Energy System
of the Brazilian States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Mariana Rodrigues de Almeida,
Joao Carlos Correia Baptista Soares de Mello,
Wallace Giovanni Rodrigues do Valle, Bruno Guimarães Torres,
Alessandro Jackson Teixeira de Lima
and Carlos Alberto de Jesus Martinhon
vii
viii Contents
Part II Defense, Tourism and Other Emerging OM Issues
7 Transfer of Technology Through Offset Agreements in Brazil:
The Case of AEL Sistemas S.A. . . . . . . . . . . . . . . . . . . . . . . . . . 69
Antonio Rodrigues da Silva, Newton Hirata
and Rodrigo Antônio Silveira dos Santos
8 Defense Industry: Ezute’s Cases of Knowledge and Technology
Absorption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Cleber Almeida de Oliveira, Antonio Pedro Timoszczuk
and Andrea Silva Hemerly
9 The Importance of Architectural Design in Disaster Mitigation
Involving Crowds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
João Carlos Souza, Anne Wetzstein Schumann
and Manuela Lalane Nappi
Part III Healthcare Operations Management
10 Public Purchase Governance in Brazilian Local Healthcare
Systems: A Pattern Analysis by Text Mining . . . . . . . . . . . . . . . 99
Maria Clara Lippi, Diego Carvalho and Rafael Garcia Barbastefano
11 A Two-Step Optimization Process for Medical Center Location
and Capacity Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
João Flávio de Freitas Almeida, Luiz Ricardo Pinto,
Samuel Vieira Conceição, Francisco Carlos Cardoso de Campos
and Gilberto de Miranda Júnior
12 Scaling Hospital Laboratory Queues via Discrete Event
Simulation Using Simpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Maria Carolina B. Corgozinho, Vinícius Antônio S. Ferreira
and João Flávio de Freitas Almeida
13 An Integrated Model of Healthcare Facility Location
and Equipment Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Tamara de Melo Sathler, João Flávio de Freitas Almeida,
Samuel Vieira Conceição, Luiz Ricardo Pinto
and Francisco Carlos Cardoso de Campos
14 Improving Operation Rooms and Planning to Reduce Surgery
Cancelations and Inpatient Length of Stay . . . . . . . . . . . . . . . . . 141
Janaina F. Marchesi, Silvio Hamacher
and Fernando Luiz Cyrino Oliveira
Contents ix
15 Application of Layout Analysis in the Pediatric Emergency
of a Teaching Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Bruno Soares de Melo Barreto, Cláudia Dias Pflueger,
Kaio Borges Mendes da Silva, Leonardo Lara
and Nissia Carvalho Rosa Bergiante
16 Vascular Elective Surgeries Planning and Scheduling:
A Case Study at a Teaching Hospital . . . . . . . . . . . . . . . . . . . . . 163
Daniel Bouzon Nagem Assad, Silvio Hamacher and Thaís Spiegel
17 The Use of Big Data for Researching the Leprosy Healthcare
Supply Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Annibal Scavarda, Maristela Groba Andrés,
Tatiana Bouzdine-Chameeva, Narasimhaiah Gorla
and Marcio Pizzi de Oliveira
18 The Cost of Parkinson’s Disease: A Systematic Review . . . . . . . . 183
Sávio Luís Oliveira da Silva, Oswaldo Luiz Gonçalves Quelhas,
Julio Vieira Neto and Marco Antônio Araújo Leite
19 A New Framework to Develop Healthcare Decision Support
Systems in the Military Context . . . . . . . . . . . . . . . . . . . . . . . . . 195
Rodrigo Abrunhosa Collazo, Leonardo Antonio Monteiro Pessôa
and Nival Nunes de Almeida
20 The Healthcare Operations Management and the Industry 4.0:
The Disruptive Technology Use in the Continuous
Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Gláucya Daú, Annibal Scavarda, Fang Zhao and Meena Chavan
21 Hierarchical Non-capacitated Location Model for Allocating
Oncological Treatment Units in State of Rio de Janeiro . . . . . . . 215
Isabella Fischer Guindani Vieira, Matheus Ferreira de Barros
and Allan Cormack
Part IV Humanitarian Operations and Crisis Management
22 Successful Experience Report: Design and Development
of a Temporary Shelter Management Course in Brazil . . . . . . . . 229
Luana Toralles Carbonari, Aderbal Vicente Lapolli,
João Carlos Souza and Lisiane Ilha Librelotto
23 System Dynamics for Procurement and Transport in Brazilian
Humanitarian Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Carlos Eduardo Pereira Carpes, Fabiana Santos Lima,
Mauricio Uriona-Maldonado and Ricardo Villarroel Dávalos
x Contents
24 Disaster Waste Management Using Systems Dynamics:
A Case Study in Southern Brazil . . . . . . . . . . . . . . . . . . . . . . . . . 251
Mauricio Rodrigues de Magalhães, Fabiana Santos Lima,
Lucila Campos, Carlos Taboada Rodriguez
and Mauricio Maldonado
25 Water Distribution for Victims of Drought: The Case
of the Brazilian Semi-arid Region . . . . . . . . . . . . . . . . . . . . . . . . 263
Yesus Emmanuel Medeiros Vieira,
Renata Albergaria de Mello Bandeira, Luiz Antônio Silveira Lopes
and Leandro de Oliveira Silva
26 Mitigation and Prevention of Droughts: A Systematic
Literature Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Raissa Zurli Bittencourt Bravo, Adriana Leiras
and Fernando Luiz Cyrino Oliveira
27 Performance Indicators in Humanitarian Operations
from the Beneficiary Perspective: A Systematic Literature
Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Brenda de Farias Oliveira Cardoso, Tharcisio Cotta Fontainha
and Adriana Leiras
28 Risk Assessment Applying Logistic Variables at Urban Scale:
Case of Gamarra (Peru) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Jaime Huivin Vasquez Jr., Irineu de Brito Junior and Mario Chong
29 Crisis Management Assumptions and Manager Resilience . . . . . 303
Paulo Yazigi Sabbag
30 Brazilian Navy Operations in Response to Two Disasters
in Haiti: A Comparative Case Study . . . . . . . . . . . . . . . . . . . . . . 313
D’avila Mendes, Ludmylla da Silva Moreira,
Tharcisio Cotta Fontainha and Adriana Leiras
31 Simulation and Analysis of Different Designs of Escape Areas
with the Insertion of Obstacles . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Manuela Marques Lalane Nappi, Ivana Righetto Moser
and João Carlos Souza
32 Computational Simulation Applied to Evacuation of Wounded,
Bodies and Collection of Debris in Disaster Zones . . . . . . . . . . . 333
Carlos Alberto González Camargo
33 Collective Phenomena in Pedestrian Crowds and
Computational Simulation of Design Solutions . . . . . . . . . . . . . . 341
Manuela Marques Lalane Nappi, Ivana Righetto Moser
and João Carlos Souza
Contents xi
34 Mapping of Humanitarian Operations Literature:
A Bibliometric Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Rodolfo Modrigais Strauss Nunes and Susana Carla Farias Pereira
35 Application of a Disaster Economic Assessment Framework
Through an Illustrative Example . . . . . . . . . . . . . . . . . . . . . . . . . 361
Daniel Eckhardt and Adriana Leiras
36 Disaster Debris: Fire in the Largo do Paissandú-SP, 2018 . . . . . 371
Irineu de Brito Junior, Larissa Ciccotti Freire,
Tábata Rejane Bertazzo, Filipe Aécio Alves de Andrade Santos
and Hugo Tsugunobu Yoshida Yoshizaki
Part V Logistics and Supply Chain Management
37 Systematic Literature Reviews in Sustainable Supply
Chain—SSC: A Tertiary Study . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Bruno Duarte Azevedo, Rodrigo Goyannes Gusmão Caiado
and Luiz Felipe Scavarda
38 A Maturity Model for Manufacturing 4.0 in Emerging
Countries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Rodrigo Goyannes Gusmão Caiado, Luiz Felipe Scavarda,
Daniel Luiz de Mattos Nascimento, Paulo Ivson
and Vitor Heitor Cardoso Cunha
39 Forecasting Tanker Freight Rate . . . . . . . . . . . . . . . . . . . . . . . . . 403
Rodrigo Ferreira Bertoloto and Fernando Luiz Cyrino Oliveira
40 Developing a Holistic Implementation Design Model
for Supplier Portals in the Automotive Industry . . . . . . . . . . . . . 411
Peter Verhoeven and Benjamin Nitsche
41 Performance Criteria for Liquid Bulk Storage Terminals
(LBST), Using AHP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
Valdilene do Nascimento Vieira and José Eugênio Leal
42 Integrated Optimization Model for the Fuel Supply Chain
of a State Company (SC) in Brazil . . . . . . . . . . . . . . . . . . . . . . . 431
Daniel Barroso Bottino and José Eugênio Leal
43 Development of a Benchmarking Instrument to Assess Supply
Chain Volatility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
Benjamin Nitsche
44 Short Food Supply Chain of Brazilian Organic Food:
A Systematic Analysis of Literature . . . . . . . . . . . . . . . . . . . . . . 453
Brenda Guimarães Negrão, Patrícia Guarnieri
and Ana Maria Resende Junqueira
xii Contents
45 Sales and Operations Planning Application: A Case Study
in Brazil . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Marcelo Xavier Seeling, Luiz Felipe Scavarda,
Antônio Márcio Tavares Thomé and Bernd Hellingrath
46 Programming Optimization of Roasted Coffee Production
in a Coffee Roasting Company . . . . . . . . . . . . . . . . . . . . . . . . . . 471
Joaquín H. Giraldo H.
47 Analysis of Shelters’ Supply Chain in Peru and Colombia . . . . . 481
Eduardo Sanchez, Stephanie Villanueva Benites,
Nathalie Lobon Munoz and Fiorella Ruiz Rondon
48 Valuation of a Crude Oil Refinery in Brazil Under a Real
Options Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491
Carolina de Castro Lopes, Frances Fischberg Blank
and Davi Michel Valladão
49 Application of a Heuristic to Reduce Fuel Consumption
for the Traveling Salesman Problem . . . . . . . . . . . . . . . . . . . . . . 501
Emilio Estévez López and Mariana Turati Palazuelos
50 Decisions to Invest in Waterway Terminals for Oil
and Oil Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
Laura Ribeiro Abreu Muchinelli, Frances Fischberg Blank,
Davi Michel Valladão and Antônio Márcio Tavares Thomé
51 Evaluation of the Effects Produced by the Commissioning
Procedures on Offshore Oil Platform Operability . . . . . . . . . . . . 519
Alexandre Rocha do Nascimento
and Andréa Regina Nunes de Carvalho
52 Stock Management of Asphalt: Applications in a Brazilian Oil
Company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
Giuseppe Ventoso Neto
53 Industry 4.0: Lessons Learned from the German Industry . . . . . 539
Hannes Winkler and Luiz Felipe Scavarda
54 Influence of the Petroleum Stock on the Stay of Oil Tankers
at Onshore Terminals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Pércio Pereira Ferrer, Gustavo Souto dos Santos Diz
and Eugenio Kahn Epprecht
55 The Broker as a Distribution Channel Model in the Perception
of Retail Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Antonio José de Sousa Filho, Monalyza Teles Teixeira,
Matheus Nogueira Leopoldino
and Tonny Kerley de Alencar Rodrigues
Contents xiii
56 Using Lean Six Sigma for the Optimization of Inventory
Management—A Case of a Lubricating Oil Factory . . . . . . . . . . 569
Carolina de Oliveira Cabral, Marcelo Maciel Monteiro,
Oswaldo Luiz Gonçalves Quelhas
and Priscilla Cristina Cabral Ribeiro
57 SCM Evolution: A Bibliometric Study on the Past 3
Decades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579
J. M. Benedetto
58 A Conceptual Model to Guide the Redesign of Performance
Measurement Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593
Joana Rocha, Luiz Felipe Scavarda
and Patricia Renata Carvalho de Mendonça
59 The Social Dimension and Indicators of Sustainability
in Agrifood Supply Chains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
Renato Rocha Dias Santos, Patrícia Guarnieri,
Silvia Araújo dos Reis, José Márcio Carvalho
and Carlos Rosano Peña
60 Analysis of Potential Demand for Agriculture Products
at Itaqui Port in Brazil . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
Mayumi P. Hamaoka, Silvia Araújo dos Reis, Patrícia Guarnieri,
Victor Rafael Rezende Celestino and José Márcio Carvalho
61 The Impacts of Non-address Balancing on the Productivity
of a Picking Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627
Matheus Leopoldino Nogueira, Monalyza Teles Teixeira,
Antonio José de Sousa Filho
and Tonny Kerley de Alencar Rodrigues
62 Transporting Soybean from Brazil to China Through Green
Corridors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 635
Thiago Guilherme Péra, Daniela Bacchi Bartholomeu,
Connie Tenin Su and José Vicente Caixeta Filho
63 Performance Measurement System: A Case Study . . . . . . . . . . . 647
Edson da Costa Pinto, Luiz Felipe Scavarda
and Gabriel Simões de Oliveira
64 Challenges and Barriers of Performance Measurement
Systems: Lessons from Different Initiatives Within One Single
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Patricia Renata Carvalho de Mendonça, Marcelo Maciel Monteiro,
Luiz Felipe Scavarda and Joana Rocha
xiv Contents
65 A MCDM Approach for Evaluating Smart Cities Projects . . . . . 669
Pedro Fernandes de Oliveira Gomes, Franciely Velozo Aragão,
Vinicius Galindo Mello, Ana Carla Fernandes Gasques
and Krystian Yago
66 Identification of Attributes Linked to Urban Freight
Transports that Affect the Performance of Urban Traffic,
Through a Systematic Review . . . . . . . . . . . . . . . . . . . . . . . . . . . 677
Carlos Henrique Rodrigues Alves, Fernanda Ramalho,
Pedro Gomes, Marcia Marcondes Altimari Samed
and Franciely Velozo Aragão
67 Inverse Logistics Model for Recycling Multilayer Containers
in Mexico: Designing Efficient Recovery Route . . . . . . . . . . . . . . 687
Ximena Vega Hermosillo
68 Vegetable Oil Boxes Palletizing Process Improvements . . . . . . . . 695
Ana Carla Fernandes Gasques, Marcia Marcondes Altimari Samed,
Tamires Soares Ferreira, Bruno Alexandre Nascimento de Carvalho
and Amanda Lais Tanji Umemoto
69 The just in Time Application in the Surgical Box Supply Chain
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703
Annibal Scavarda, Gláucya Daú and Rachna Shah
70 Prospects of Digital Transformation Technologies (DTT)
for Sustainable Logistics and Supply Chain Processes
in Manufacturing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 713
Anna Lisa Junge
71 Decision-Making Method for Facility Location for Offshore
Logistic Operation Based on AHP . . . . . . . . . . . . . . . . . . . . . . . . 721
Guilherme Silva Nunes and José Eugênio Leal
Part VI Marketing and Operations Management
72 Endogenous and Exogenous Factors Influence
the Competitiveness in the Brazilian Textile Sector . . . . . . . . . . . 733
Paulo Cesar Da Silva, Milton Vieira Júnior
and Rosângela Maria Vanalle
73 Effects on the Power of the Xbar Chart After Adjustments
to Guarantee an In-Control Performance . . . . . . . . . . . . . . . . . . 743
Felipe S. Jardim, Subhabrata Chakraborti
and Eugenio Kahn Epprecht
Contents xv
74 Design Comparison Between One- and Two-Sided S2 Control
Charts with Estimated Parameter . . . . . . . . . . . . . . . . . . . . . . . . 753
Felipe S. Jardim, Martin G. C. Sarmiento, Subhabrata Chakraborti
and Eugenio Kahn Epprecht
75 Implementation of the IHP—Internal Happiness Programme
of Cooperativism as a Management Tool . . . . . . . . . . . . . . . . . . 761
Valquiria Demarchi Arns and Andressa Barreto Lima
Part VII Product Innovation and Technology in Operations
Management
76 The Study of Innovation Process in Civil Construction
Through BIM Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 771
Leticia Mattana, João Carlos Souza and Maria Luiza Tremel de Faria
77 Lean Manufacturing and Industry 4.0—Are There
Interactions? a Multiple Case Study . . . . . . . . . . . . . . . . . . . . . . 779
Luiz Reni Trento, Reno Schmidt Junior
and Anderson Felipe Habekost
78 Business Model Innovation and Modularity: Overview
of the Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 789
Diego Honorato Clemente, Juliana Hsuan
and Marly Monteiro de Carvalho
79 The Industry 4.0 and the New Educational Trends:
A Framework for Improving the Educational Activities . . . . . . . 799
Marcio Pizzi de Oliveira, Annibal Scavarda,
Ricardo Alberto Santa Flourez, Mario A. Ferrer Vasquez
and Maristela Groba Andrés
80 Worker and Manager Judgements About Factors
that Facilitate Knowledge Sharing: Insights from the Brazilian
Glass Segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 809
Jorge Muniz Jr., Cleginaldo Pereira de Carvalho
and Vagner Batista Ribeiro
81 Patent Analysis and Field Theory: A Study of the Wind
Power Sector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819
Samira Yusef Araújo de Falani Bezerra,
Silvio Eduardo Alvarez Candido, Ana Lúcia Vitale Torkomian,
Adriana Georgia Borges Soares and Dellano Jatobá Bezerra Tinoco
82 Investigation of the Productive Process in the Saline Industry:
Case Study Based on Economic Viability . . . . . . . . . . . . . . . . . . 829
Dellano Jatobá Bezerra Tinoco and Samira Yusef de Araújo Falani
xvi Contents
83 Strategic Actions in Information Technology Investment:
A Valuation of Amazon Using Real Options . . . . . . . . . . . . . . . . 839
Thaís Borges, Gabriela Caselli and Gláucia Fernandes
Part VIII Resilience and Risk in Operations
84 Monte Carlo Simulation Applied to Risk Management
in Logistics’ Procurement for Defense Projects . . . . . . . . . . . . . . 851
Abel de Castro Laudares, Maria Filomena Fontes Ricco
and Rodrigo Antônio Silveira dos Santos
85 Fires in Historic Buildings: Assessment of Evacuation
of Persons by Computational Simulation . . . . . . . . . . . . . . . . . . . 863
Ivana Righetto Moser and João Carlos Souza
86 Supply Chain Risk Management: The Evolution
of Risk Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873
Amanda Veit Braune Alvarez and Susana Carla Farias Pereira
87 Evaluation of Strategic Initiatives with MCDA for Issuing
Natural Disaster Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885
Glayse Ferreira Perroni da Silva
and Mischel Carmen Neyra Belderrain
88 The Human Factor in Project Risk Management
and Resilience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895
Paulo Yazigi Sabbag
Part IX Service Operations and Servitization
89 Public Service’s Perceived Quality: A Literature Review . . . . . . 907
Paulo Rafael Minetto Maceta and Fernando Tobal Berssaneti
90 Criteria Describing the Perceived Quality of the Public
Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917
Paulo Rafael Minetto Maceta and Fernando Tobal Berssaneti
91 An Analysis of the Music Market Model Through the Lens
of the Service-Dominant Logic . . . . . . . . . . . . . . . . . . . . . . . . . . 927
Annibal Scavarda, Marcio Pizzi de Oliveira, Augusto da Cunha Reis
and André Luís Korzenowski
92 Lean Office and Digital Transformation: A Case Study
in a Services Company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 937
Juliana das Chagas Santos, Alberto Eduardo Besser Freitag
and Oswaldo Luiz Gonçalves Quelhas
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