Algumas empresas de transporte intermunicipal e interestadual de transporte rodoviário de passageiros, objetivando maiores lucros, têm se dedicado ao transporte de determinados tipos de cargas e encomendas, aproveitando-se do fato do bagageiro do ônibus ser uma oferta fixa para o transporte. No entanto, percebe-se algumas deficiências de caráter operacional que podem comprometer a qualidade e o custo do serviço prestado. Portanto, essa pesquisa tem por finalidade analisar o transporte de cargas executado por ônibus sob a ótica da qualidade e do custo. Partindo-se da adaptação do modelo clássico de Parasuraman, bem como da adoção de direcionadores de custo, de acordo com o método de custeio baseado em atividades, pretende-se apresentar como as principais atividades que compõem os processos do transporte rodoviário de cargas são afetadas durante a prestação do serviço. Para tanto, é apresentada uma análise crítica qualitativa que estabelece a forma como essas atividades são influenciadas pelos gaps do modelo de qualidade proposto e como as mesmas influenciam o custo operacional. Tal análise é resultado de duas pesquisas realizadas. A primeira pesquisa foi de profundidade numa empresa que atua no segmento. Foram obtidos alguns indicadores de desempenhos que são vitais para que as atividades sejam executadas de acordo com as conformidades previstas. A segunda pesquisa, via questionário, possibilitou identificar as principais expectativas dos clientes. Mesmo com o índice reduzido de respostas do questionário, foram levantados pontos que são extremamente fundamentais para a formação das expectativas dos clientes. Entre esses pontos destacam-se o tempo de atendimento, o treinamento dos funcionários e o cumprimento dos horários preestabelecidos. Dos processos que caracterizam o transporte de cargas, deve-se destacar o processo de entrega que além dos problemas provenientes da operação propriamente dita, sofre ainda a interferência, em algumas atividades, da participação direta do cliente e dos fatores externos da operação (ambiente não controlado). / Some interurban and interstate passenger highway transport enterprises, aiming to increase their income, have currently performed the transport of some types of freight and packages taking advantage of the bus trunk space always available for such type of transportation. However, some operational featured deficiencies are noticed, jeopardizing the quality as well as the cost of the mentioned service. The present research aims at the analysis of the freight transportation performed by bus from a quality and cost standpoint. Starting from the adjustment of the Parasuraman classic model, as well as the adoption of costs drivers, and acording to activity-based costing methodology, it shows how the main activities which constitute the processes of road freight transportation may be affected during the performances of the services. A critical qualitative analysis in also presented in order to establish how such activities are influenced by the gaps of the proposed quality models and how they also may directly influence the operational cost. Such analysis is an outcome of two researches already developed. The first was performed at transport enterprise. From this research some performance indicators, which are vital for the activities to be accomplished according to the proposed agreements, have been obtained. The second research, performed with the aid of a questionnaire, allowed identifying the client\'s main expectations. Even with the low index from the questionnaire responses, important factors be observed for the formation of the clients\' expectations. Among them, the attendance time, the employees\' trainning and the accomplishment of the proposed timetable must be stressed. From the processes concerning the freight transportation, the delivery process must also be mentioned as it shows operation problems and may be also influenced by the straight participation of the client and external factors (non-controlled environments).

Algumas empresas de transporte intermunicipal e interestadual de transporte rodoviário de passageiros, objetivando maiores lucros, têm se dedicado ao transporte de determinados tipos de cargas e encomendas, aproveitando-se do fato do bagageiro do ônibus ser uma oferta fixa para o transporte. No entanto, percebe-se algumas deficiências de caráter operacional que podem comprometer a qualidade e o custo do serviço prestado. Portanto, essa pesquisa tem por finalidade analisar o transporte de cargas executado por ônibus sob a ótica da qualidade e do custo. Partindo-se da adaptação do modelo clássico de Parasuraman, bem como da adoção de direcionadores de custo, de acordo com o método de custeio baseado em atividades, pretende-se apresentar como as principais atividades que compõem os processos do transporte rodoviário de cargas são afetadas durante a prestação do serviço. Para tanto, é apresentada uma análise crítica qualitativa que estabelece a forma como essas atividades são influenciadas pelos gaps do modelo de qualidade proposto e como as mesmas influenciam o custo operacional. Tal análise é resultado de duas pesquisas realizadas. A primeira pesquisa foi de profundidade numa empresa que atua no segmento. Foram obtidos alguns indicadores de desempenhos que são vitais para que as atividades sejam executadas de acordo com as conformidades previstas. A segunda pesquisa, via questionário, possibilitou identificar as principais expectativas dos clientes. Mesmo com o índice reduzido de respostas do questionário, foram levantados pontos que são extremamente fundamentais para a formação das expectativas dos clientes. Entre esses pontos destacam-se o tempo de atendimento, o treinamento dos funcionários e o cumprimento dos horários preestabelecidos. Dos processos que caracterizam o transporte de cargas, deve-se destacar o processo de entrega que além dos problemas provenientes da operação propriamente dita, sofre ainda a interferência, em algumas atividades, da participação direta do cliente e dos fatores externos da operação (ambiente não controlado). / Some interurban and interstate passenger highway transport enterprises, aiming to increase their income, have currently performed the transport of some types of freight and packages taking advantage of the bus trunk space always available for such type of transportation. However, some operational featured deficiencies are noticed, jeopardizing the quality as well as the cost of the mentioned service. The present research aims at the analysis of the freight transportation performed by bus from a quality and cost standpoint. Starting from the adjustment of the Parasuraman classic model, as well as the adoption of costs drivers, and acording to activity-based costing methodology, it shows how the main activities which constitute the processes of road freight transportation may be affected during the performances of the services. A critical qualitative analysis in also presented in order to establish how such activities are influenced by the gaps of the proposed quality models and how they also may directly influence the operational cost. Such analysis is an outcome of two researches already developed. The first was performed at transport enterprise. From this research some performance indicators, which are vital for the activities to be accomplished according to the proposed agreements, have been obtained. The second research, performed with the aid of a questionnaire, allowed identifying the client\'s main expectations. Even with the low index from the questionnaire responses, important factors be observed for the formation of the clients\' expectations. Among them, the attendance time, the employees\' trainning and the accomplishment of the proposed timetable must be stressed. From the processes concerning the freight transportation, the delivery process must also be mentioned as it shows operation problems and may be also influenced by the straight participation of the client and external factors (non-controlled environments).

El objetivo de la investigación está enfocado hacia el análisis de la correcta asignación del sistema de costeo ABC y la forma cómo influye en la toma de decisiones gerenciales en las empresas del sector servicios de publicidad. Para tal efecto, se situó el estudio en la población de las empresas publicitarias en Lima Metropolitana, de donde se tomó como muestra diez empresas, perteneciente al distrito de Miraflores, jurisdicción con mayor número de empresas de este sector. Con estos participantes se realizó un análisis sobre la viabilidad de la metodología de costeo ABC en el rubro publicitario, para luego, con la información brindada, fortalecer la aplicación de esta metodología a la empresa LUCYMARK S.A.C., en donde se realizará el estudio a profundidad. La investigación es de tipo no experimental, con un diseño transaccional correlacional. La primera variable de investigación es el sistema de costeo ABC, la cual se midió de acuerdo a los recursos, actividades y la cadena de valor. La segunda variable es la toma de decisiones gerenciales, basado en la medición de los indicadores, decisiones estratégicas, rentabilidad y ventaja competitiva. Por otro lado las técnicas de estudio utilizadas es la entrevista y luego la encuesta en ese orden; Por ultimo y en base al objetivo principal de la investigación se determinó que la correcta implementación del sistema de costeo ABC influye positivamente en la toma de decisiones gerenciales; esto de acuerdo a dos puntos clave que las empresas del sector deben desarrollar, que es la optimización de las actividades implementadas y el correcto desarrollo de la cadena de valor, este último por reflejar los procesos establecidos, las actividades primarias y de apoyo. / The objective of the research is focused on the analysis of the correct assignment of the ABC costing system and the way it influences management decision-making in companies in the advertising services sector. For this purpose, the study was placed on the population of advertising companies in Metropolitan Lima, from which ten companies were taken as a sample, belonging to the district of Miraflores, the jurisdiction with the largest number of companies in this sector. With these participants, an analysis was carried out on the viability feasibility of the ABC costing methodology in the advertising sector, and then, with the information provided, strengthen the application of this methodology to the company LUCYMARK S.A.C., where the in-depth study will be carried out. The research is non-experimental, with a transactional correlational design. The first research variable is the ABC costing system, which was measured according to resources, activities and the value chain; The second variable is managerial decision-making, based on the measurement of indicators, strategic decisions, profitability and competitive advantage. On the other hand, the study techniques used is the interview and then the survey in. Finally, and based on the main objective of the research, it was determined that the correct implementation of the ABC costing system positively influences management decision-making; This according to two key points that companies in the sector must develop, which is the optimization of the activities implemented and the correct development of the value chain, the latter reflecting the established processes, the primary activities and the support. / Tesis

This diploma’s thesis deals with analysing the financial situation of LUX-IDent s.r.o. for the period of 2011 – 2015. The evaluation will use the methods and indicators of financial analysis. The proposed recommendations are based on the results of the financial analysis which will help improve the overall financial position and stability of the company.