文章基本信息

标题：ESTUDO DOS PROCESSOS DO SETOR DE RECLAMAÇÕES DA IDEAL TRANSPORTE URBANO COLETIVO
本地全文：下载
作者：Marco Donizete Paulino da Silva ; Pedro Ivo Silveira Andretta ; Juliane Cristina Luvizotti 等
期刊名称：Biblionline
电子版ISSN：1809-4775
出版年度：2011
卷号：6
期号：2
语种：
出版社：Universidade Federal da Paraíba
摘要：This case study aimed to analyze and present a proposal for improving the information flows in the sector of passenger reclamations in an urban public transportation company in São Paulo. It originated from a survey conducted in the first half of 2008, the discipline of Uses and Users of Information course in Library and Information Science, Federal University of Sao Carlos. The corpus consisted of documents generated during collection and analysis of these complaints, as well as the profile of the professionals involved in this process. Of empirical and analytical, the work was based on the method of semi-structured interview. It was observed that the documents were structurally satisfactory to the determined demand, with professionals acting in a manner corresponding to the required functions, suggesting, however, the sophistication of management and transfer mechanisms of the information produced through the deployment of an automated management information and processes for the service complaints.