The purpose of this study was to evaluate a family camp's performance from a consumer (parent) perspective. An Importance-Performance Analysis was used. Responses averages were plotted on a grid of importance versus performance with the overall means used as cross-hairs to create an action grid of four quadrants: keep-up-the-good-work (high importance/high performance), concentrate-here (high importance/low performance), possible-overkill (low importance/high performance), and low-priority (low importance/low performance). Findings indicated that parents are in large part receiving good performance on the factors that are important to them. Findings identified factors that were important to parents including some factors that camp directors were not previously aware of. Three of the five highest importance factor scores were regarding accommodations (clean facility, restrooms provided, and showers provided). All five of the top performance factor scores were regarding programming details. Implications for family camp providers and recommendations for future research are discussed.

Yes / This study aims to explore how marketers can use text mining to analyze actors, actions and performance effects of service encounters by building on the role theory. This enables hotel managers to use introduced methodology to measure and monitor frontline employees’ role behavior and optimize their service. Design/methodology/approach: The authors’ approach links text mining and importance-performance analysis with role theory’s conceptual foundations taking into account the hotel industry’s specifics to assess the effect of frontline hotel employees’ actions on consumer satisfaction and to derive specific management implications for the hospitality sector. Findings: This study identifies different actors involved in hotel frontline interactions revealing distinct role behaviors that characterize consumers’ perspectives of service encounters with different role types associated with front-office employees. This research also identifies role performance related to role behavior to improve service encounters. Practical implications: Customer–employee interactions can be assessed by user-generated contents (UGC). Performance evaluations relate to frontline employee roles associated with distinct role scripts, whereby different hotel segments require tailored role designs. Insights of this study can be used for service optimization, market positioning as well as for improving human resource management practices in the hotel industry. Originality/value: This study contributes to the service encounter literature by applying role theory in the text mining of UGC to assess frontline employees as actors and the effects of their actions on service quality delivery. / Science Foundation of Ministry of Education, PR China (Grant No. 21YJA630031)

Many small islands depend on sustainable tourism to attain long term economic prosperity and well-being for their citizens. As they become more dependent on tourism for their growth, they are more concerned with improving their competitiveness to adapt to a highly charged competitive environment and to the dynamic market conditions. The quintessential problem is how to achieve, maintain, and enhance competitiveness. There is limited research on tourism destination competitiveness (TDC), and much less on small island destinations. This study concentrates on TDC with a special focus on Malta as a small Mediterranean island in an attempt to develop a comprehensive TDC framework that is useful to small island destinations, and advances models and measures to assess competitiveness based on importance-performance analysis techniques (IPA). To achieve its research objectives, this study adopts a methodological position reflecting pragmatist assumptions and uses a sequential, exploratory, Mixed Methods design strategy. In the qualitative first phase of the design, thirty-five in-depth interviews are conducted with key ‘experts’ in tourism. It emerges from the participants’ description that sixty tourism-specific and business-related determinants provide a broad framework for assessing TDC. In the second phase, survey research is applied in order to develop quantitative measures to reveal the relative importance of the competitiveness factors, to assess the performance of the destination on these factors, and to identify priority areas that require immediate attention for improvement. Statistical measures and procedures are modified, introduced, and tested to establish a valid model for measuring TDC. Results show that the diagonal approach and the adjusted weighted partial ranking method for measuring importance and performance are the best combination that satisfies validity criteria. When applying these techniques to assess Malta’s competitiveness relative to a competing set of Mediterranean destinations, twelve tourism attributes and fourteen business-related factors are identified as priority areas for improvement, with the competitiveness deficiency gaps in business factors being notably higher than those in tourism-specific areas. This study has several implications for the development of TDC theory, methods, and application to small islands. It provides tourism researchers, policymakers, and practitioners with a theoretically robust framework that can assist them in the formulation of policies, the management of the destination, and the implementation of strategies to optimise resource allocation in order to enhance a destination’s competitive position. Given that there are few studies that focus on the development and measurement of TDC models for small islands, this study makes a valid contribution to knowledge. The methodological approaches adopted in this inquiry have substantive application in IPA studies both within and beyond tourism studies. The study’s outcomes are also transferable to small island destinations operating in similar environments.

Thesis (M.Arch. (Research))--University of the Witwatersrand, Faculty of Engineering and the Built Environment, 2012. / Abstract: The on-campus learning environment often falls far short of the expectations of architecture students. One reason is that these students are seldom given a voice in how their schools are designed, or how the facilities are managed. This study tested the use of Post Occupancy Evaluation (POE), and Importance-Performance Analysis (IPA) as a strategic method of addressing this shortcoming. To do this research, a POE questionnaire was developed, based on the theoretical underpinnings of good design of places for adult learning, questionnaire design, POE, and IPA. After implementation of the questionnaire at four South African schools of architecture, the collected data were processed using standard spreadsheet software. Once the results were presented in an IPA matrix format, it was clear that there are several commonalities in the needs and desires of architecture students from the different schools. Some requirements, such as that for well-equipped computer laboratories were not surprising. Others, such as a universal need for quiet, separate spaces in which to work; and outdoor places where they can gather to work or ‘chill’ away from their studios and classrooms were less expected outcomes. The typically poor quality of indoor environmental conditions was exposed as one of the main reasons why architecture students now often prefer to make use of alternative, off-campus ways of working, and of communicating with each other and with their teachers. The implication of these findings is that by combining POE and IPA, it is possible to identify and monitor the attributes that are necessary for a satisfactory on-campus learning environment. Where shortcomings are identified with POE, strategic responses can easily be devised using IPA. The dissertation is concluded with suggestions for future applications of the proposed questionnaire and data analysis method, to enable benchmarking at schools of architecture and improve the on-campus environment of students of architecture.

O mercado de erva-mate vem crescendo e ganhando importância nos países e Estados produtores, não apenas com o uso da erva-mate para chimarrão, mas com os diversos usos alternativos que vem surgindo devido às suas importantes propriedades. Devido ao aumento da demanda em mercados diferenciados julga-se necessário a realização de pesquisas que determinam e avaliam os fatores condicionantes de desempenho visando a gerar informações para subsidiar ações prioritárias de melhoramento para o setor e aumento da sua eficiência. Neste sentido, a presente pesquisa teve como objetivo identificar os fatores que condicionam o desempenho das indústrias ervateiras do Alto Taquari/RS. Como aporte teórico para subsidiar a análise dos dados utilizou-se a teoria da Economia Industrial, a Economia dos Custos de Transação e a teoria associada ao uso da Matriz Importância - Desempenho. Os dados primários foram coletados através de questionários estruturados, de forma quantitativa, com o uso da escala Likert de 1-7 pontos. Os questionários foram aplicados via Google Docs e posteriormente de forma presencial com os agentes das indústrias no polo ervateiro do Alto Taquari/RS. O questionário foi estruturado em sete seções, a primeira e a segunda foi referente as informações sobre os entrevistados e as indústrias ervateiras, na qual teve como objetivo descrever e caracterizar o objeto de estudo. As próximas quatro seções referiram-se as dimensões condicionantes de desempenho, são elas: Fatores de Produção/ Mercados/ Logística/ Ambiente Institucional/ e a sétima e última seção sobre a visão da cadeia produtiva da erva-mate pela perspectiva das indústrias ervateiras. O método de análise dos dados constituiu-se na aplicação da matriz importância - desempenho proposta por Slack, Chambers e Johnston (2002), na qual fornecem informações sobre o nível de importância e de desempenho atribuído aos fatores que compõem cada uma destas dimensões. Os dados foram organizados em planilhas do Excel e submetidos à análise da estatística descritiva, com os valores da média referente ao grau de importância e a média referente ao nível de desempenho de cada fator para a construção de uma matriz importância – desempenho para cada dimensão analisada. Com os resultados da pesquisa conclui-se que na dimensão “fatores de produção” os itens que necessitam de ações melhoramento são a disponibilidade de matéria-prima, o custo de aquisição de maquinários, a disponibilidade de mão de obra e o porte e capacidade dos maquinários. Na dimensão “mercados” os itens que necessitam de ações de melhoramento são os 9 fatores sobre produtos substitutos, a colocação do produto no mercado externo, o grau de concentração dos fornecedores de matéria-prima e a qualidade do produto final. Na dimensão “logística” alguns fatores ficaram alocados na zona de ação urgente, como o custo do transporte até a indústria, capacidade de armazenamento até a indústria, condições de transporte até a indústria e as condições de armazenamento até a indústria. Nesta mesma dimensão, alguns fatores como os fluxos de informações tecnológicas, contrato entre o produtor e a indústria, contrato entre a indústria e o varejo e os custos de armazenamento para a indústria necessitam de ações de melhoramento. Na dimensão “ambiente institucional”, os fatores referentes aos indicadores macroeconômicos, legislação ambiental e o processamento agroindustrial, a legislação ambiental e a produção rural, inspeção sanitária e o processamento agroindustrial e o acesso às condições de crédito para a indústria também necessitam de ações de melhoramento para aumentar o seu desempenho. Estas conclusões devem fornecer subsídios e informações que contribuirão na tomada de decisão e no estabelecimento de estratégias empresariais a fim de aumentar o desempenho das atividades dentro da indústria ervateira, tornando-a mais competitiva no mercado que estão inseridas. / The yerba mate Market has been growing and getting featured in the most important countries and states which produces it, using the yerba mate not only for it’s traditional drink, “the chimarrão”, but with other alternative uses that has been appearing because of it’s important properties. Due to the increasing of the demand in different kinds of markets, they request the need of researches which evaluate and confirms the conditioning facts of the performance aiming to generate informations to subsidize priority actions of the improvement for it’s increasing sector. In this case, the actual research had as objective to identify the factors which condition the “ervateiras” industries performance from Alto Taquari/RS. As the theoretical contribution for the subsidized review of the data had used the Economical Industry theory, the Costs Economy of transactions and the theory which had involved the use of Importance-Performance Matrix. The primary data were collected through structured questionnaires in a quantitative way, using the likert scale of 1-7 points. The questionnaires were applied via Google Docs and after that shown physically through the industry agents in the “ervateiro” pole from Alto Taquari/RS. The questionnaire was structured in seven sections, both first and second questions referred to the gathered information about the interviewed people and the “ervateiras” industries, which had as objective describe and characterize the studied objetct. The four other sections referred to the conditioning dimensions of the performance, which are they: Production Factors/ Markets/ Logistics/ Institutional Ambient/ and the seventh section was about the view of the productive chain of yerba mate seen by the “ervateiras” industries. The analytical method of the data was consisted in the application of the matrix importance-performance suggested by Slack, Chambers and Johnston (2002), in which provide information about the importance level and assigned performance of the factors that made each one of these dimensions. The data was organized in spreadsheets of the excel and submitted to a describing statistic analysis, with average values referred to the degree of importance and the average referred to the level of performance for each dimension analyzed. With the result of research it is concluded that the dimension of “production factors” the necessary items of the improvement actions are the availability of the raw material , the acquisition cost of the machinery, the availability of labor and the possession and capacity of the machinery. In the “market” dimension, the items that have the need of 11 improvement actions are the factors about the swapped products, the placement of the product in outside market, the degree of concentrations of the raw material developers and the final product’s quality. In the logistic dimension some factors were placed in the urgent-action-zone, like the cost of means of transportation to the industry, the storage capacity to the industry, conditions of the transport to de industry and the conditions of the storage to the industry. In the same dimension, some factors like the flow of technological information, the contract between the industry and the producer, the contract between and the retail, the costs of the storage for the industries needs the improvement actions. In the “Institutional Ambient” dimension, the factors which refers to the macroeconomic indicators, environmental legislation and the agroindustrial process, the environmental legislation and the rural production, sanitary inspection and the agroindustrial process and the access to the credit condition for the industries still need the actions of improvement to increase it’s performance. This condition should provide subsidies and information that will contribute with the decision taken and in the establishment of business strategies with the desire of increasing the performance of the activities inside the “ervateiras” industries, turning into the most competitive one in the market which they are part of.

Heritage tourism is a fast growing sector in the recreation arena. Research into multiple aspects of heritage tourism has increased during the last few decades as it has been recognized as a distinct form of tourism and promoted around the globe. This study was conducted in an effort to better understand multiple aspects of heritage tourism in the Bear River Heritage Area of northern Utah and southeastern Idaho. The following aims to provide Bear River Heritage Area leadership with baseline data on their visitors and build upon the base of literature in the areas of recreation specialization, and importance-performance analysis. Attempts to apply the recreation specialization continuum in the context of heritage tourism were relatively unsuccessful in this case. Potential problems with applying recreation specialization to heritage tourism are discussed and implications for future studies are explored. In addition, emerging trends in importance-performance research are applied to respondent ratings of attribute importance and satisfaction in order to provide the best possible suggestions for Bear River Heritage Area management improvements and build upon existing research. Specifically, traditional importance-performance analysis is compared to analyses that incorporate grand means, segmentation, and confidence intervals.

Sverige förändras allt mer mot ett kontantlöst samhälle och det kontanta betalningsalternativet har försvunnit på bussar, parkeringsautomater och offentliga toaletter. Anmärkningsvärt är att förändringen även nått banksektorn, en sektor starkt förknippad med kontanter. Kunderna hos dessa banker blir därmed tvungna att använda Self Service Technologies (SST:s) i form av automater för att uträtta sina kontantärenden. Samtidigt som bankkundernas valmöjlighet minskar så går Handelsbanken  mot strömmen och fortsätter erbjuda manuell kontanthantering på sina kontor.   En undersökning gjord av Svenskt Kvalitetsindex visade att bankernas kundnöjdhet (tjänstekvalité) har försämrats på grund av förändringen. För att mäta tjänstekvalitén hos de olika tjänsterna kan man dela upp dessa i mindre beståndsdelar, dimensioner, vilka är olika för SST:s och traditionella tjänster. Vår promblematisering ledde därmed till följande frågeställning:   Vilka dimensioner i tjänstekvalitén, sett utifrån SST- och traditionella tjänster, ger förklaringar till bankernas försämrade tjänstekvalité?   Huvudsyftet med studien var främst att kartlägga vilka dimensioner som förklarar bankernas försämrade tjänstekvalité. Utifrån detta ville vi även bidra med praktiska råd till bankerna för att förbättra tjänsterna och således förbättra kundernas upplevda tjänstekvalité. Dessutom ville vi studera om det finns skillnader mellan äldre och yngre kunder angående deras åskter kring de två olika kontanthanteringstjänsterna. Vi ville även kartlägga skillnader mellan kundernas ålder, teknologiska mognadsgrad och behov av mänsklig interaktion.   Studien genomfördes genom en enkätundersökning på bankkunder i ålder 18-85 år bosatta i  Umeå kommun. Studien använde sig av ett kvoturval bestående av tre kvoter:  åldersgrupp 18-35, åldersgrupp 36-59 och åldersgrupp 60-85. Insamlat material sammanställdes i en importance-performance analys och användes vid hypotesprövningar.   Vår studie visade att dimensionerna säkerhet och användarvänlighet för SST:s kan förklara bankernas försämrade tjänstekvalité. Främst uppfattar de äldre kunderna att uttagsautomaternas säkerhet är bristfällig. Samtidigt kan detta även förklaras av att kundernas valmöjligheter minskat och att vissa kunder blivit så nöjda med tjänsten manuell kontanthantering att de blir missnöjda i och med förändringen.   Vår förhoppning är att bankerna skall använda de praktiska råden och där igenom förbättra tjänstekvalitén. Vårt teoretiska bidrag är främst att ge en ökad kunskap rörande SST:s dimensioner och skillnader i åldergrupperna.

In recent years, the service industries such as restaurants, hotels & finance have treated consumers and satisfying their needs as their first priority. This kind of service concept is also greatly valued and practiced by the medical industry. While the national health insurance system reduces the financial strain and increases more medicare choices for people, the environment of operating a hospital has become more challenged and competitive. The increase of income and the high service quality provided by Starbucks and Wang Steak both have significantly impact on people's expectation for receiving higher service quality. By recognizing the demand of public, hospital management can then provide service quality that's within or even beyond expectation. This research will exam the importance and satisfaction of hospital service quality to people, as well as compare people's loyalty level toward hospitals and doctors. This research takes Kaohsiung residents as example and the total number of effective example is 351. The questionnaire is created based on SERVQUAL and the patient's satisfaction questionnaire of THIS. The result is analyzed by statistic software SPSS 17.0 and Importance Performance Analysis. The research result: 1. The importance level of hospital service quality measures from high to low is professional abilities of doctors and nurses, medical equipments in hospitals, communication and interaction with doctors and nurses, facilities and convenient access to hospitals, attitude of medical staffs, waiting time. 2. Professional abilities of doctors and nurses, medical equipments in hospitals belong in the keep up the good work category. Attitude of medical staffs and waiting time belong in the lower priority category. Communication and interaction with doctors and nurses, facilities and convenient access to hospitals belong in the possible overkill category. No item for concentrate here category. 3. Interviewees show more loyalty toward doctors rather than hospitals and their attitude is consistent with their behavior.

Os vazamentos de petróleo podem causar sérios impactos econômicos e ambientais, sendo que a preservação do meio ambiente torna-se cada vez mais uma prioridade para a sociedade. A partir da repercussão de grandes vazamentos, governos e indústrias de petróleo se prepararam para atuar na resposta a estes eventos, mantendo recursos em centros de atendimento a emergências, estrategicamente instalados e especialmente preparados para uma atuação rápida e eficaz, evidenciando uma maior qualidade nos serviços prestados. Garantir que um centro tenha sucesso frente a um vazamento de petróleo é um desafio, uma vez que tais ocorrências são raras, mas por demais indesejadas, diminuindo as possibilidades de um conhecimento maior de seu desempenho. O objetivo geral deste trabalho é determinar o desempenho dos centros de atendimento a emergências ambientais com vazamento de petróleo, considerando atributos relevantes para uma atuação rápida e eficaz no que diz respeito à minimização dos impactos. Além disso, os objetivos específicos do trabalho dizem respeito à identificação dos atributos de desempenho mais importantes para os clientes e especialistas, definição de sua importância relativa, definição dos principais requisitos técnicos, bem como a priorização de ações de melhoria. Para tal, foram identificados os atributos relevantes e as lacunas de desempenho na literatura, bem como a capacidade de resposta à emergência. Posteriormente, foi realizada uma pesquisa survey com clientes, especialistas e principais prestadores deste serviço no Brasil. Os resultados permitiram gerar requisitos técnicos e os respectivos níveis de desempenho, evidenciando oportunidades de melhoria. A avaliação permitiu, através de uma matriz de importância e desempenho, evidenciar a capacidade de resposta dos centros, tratando de forma objetiva aspectos antes considerados subjetivos e intangíveis. / Oil spills may cause serious economic and environmental impacts, and protect the environment becomes increasingly a Company’s priority. After the impact of large spills, governments and oil industries become better prepared for the oil spill response, keeping resources in emergency response centers, strategically installed and specially prepared for quick and effective action, improving the quality of services. Ensure that a center will be successful against an oil spill is a challenge, since such occurrences are rare and unwanted, which reduces the chances to evaluate their performance. The aim of this study is to determine the oil spills response centers performance, considering relevant attributes for quick and effective action for impacts mitigation. In addition, the specific objectives of the study includes the identification of the most important performance factors for customers and experts, defining their relative importance and the main technical requirements, as well as the improvement actions prioritization. For that, a literature search was performed to identify the relevant attributes and performance gaps in emergency response capability. Subsequently, a customer survey was conducted through experts and the main service providers in Brazil. The results have produced technical requirements and their performance levels, showing improvement opportunities. The evaluation through a matrix of importance and performance demonstrates the centers response capability, treating objectively aspects previously considered subjective and intangible.

O mercado de erva-mate vem crescendo e ganhando importância nos países e Estados produtores, não apenas com o uso da erva-mate para chimarrão, mas com os diversos usos alternativos que vem surgindo devido às suas importantes propriedades. Devido ao aumento da demanda em mercados diferenciados julga-se necessário a realização de pesquisas que determinam e avaliam os fatores condicionantes de desempenho visando a gerar informações para subsidiar ações prioritárias de melhoramento para o setor e aumento da sua eficiência. Neste sentido, a presente pesquisa teve como objetivo identificar os fatores que condicionam o desempenho das indústrias ervateiras do Alto Taquari/RS. Como aporte teórico para subsidiar a análise dos dados utilizou-se a teoria da Economia Industrial, a Economia dos Custos de Transação e a teoria associada ao uso da Matriz Importância - Desempenho. Os dados primários foram coletados através de questionários estruturados, de forma quantitativa, com o uso da escala Likert de 1-7 pontos. Os questionários foram aplicados via Google Docs e posteriormente de forma presencial com os agentes das indústrias no polo ervateiro do Alto Taquari/RS. O questionário foi estruturado em sete seções, a primeira e a segunda foi referente as informações sobre os entrevistados e as indústrias ervateiras, na qual teve como objetivo descrever e caracterizar o objeto de estudo. As próximas quatro seções referiram-se as dimensões condicionantes de desempenho, são elas: Fatores de Produção/ Mercados/ Logística/ Ambiente Institucional/ e a sétima e última seção sobre a visão da cadeia produtiva da erva-mate pela perspectiva das indústrias ervateiras. O método de análise dos dados constituiu-se na aplicação da matriz importância - desempenho proposta por Slack, Chambers e Johnston (2002), na qual fornecem informações sobre o nível de importância e de desempenho atribuído aos fatores que compõem cada uma destas dimensões. Os dados foram organizados em planilhas do Excel e submetidos à análise da estatística descritiva, com os valores da média referente ao grau de importância e a média referente ao nível de desempenho de cada fator para a construção de uma matriz importância – desempenho para cada dimensão analisada. Com os resultados da pesquisa conclui-se que na dimensão “fatores de produção” os itens que necessitam de ações melhoramento são a disponibilidade de matéria-prima, o custo de aquisição de maquinários, a disponibilidade de mão de obra e o porte e capacidade dos maquinários. Na dimensão “mercados” os itens que necessitam de ações de melhoramento são os 9 fatores sobre produtos substitutos, a colocação do produto no mercado externo, o grau de concentração dos fornecedores de matéria-prima e a qualidade do produto final. Na dimensão “logística” alguns fatores ficaram alocados na zona de ação urgente, como o custo do transporte até a indústria, capacidade de armazenamento até a indústria, condições de transporte até a indústria e as condições de armazenamento até a indústria. Nesta mesma dimensão, alguns fatores como os fluxos de informações tecnológicas, contrato entre o produtor e a indústria, contrato entre a indústria e o varejo e os custos de armazenamento para a indústria necessitam de ações de melhoramento. Na dimensão “ambiente institucional”, os fatores referentes aos indicadores macroeconômicos, legislação ambiental e o processamento agroindustrial, a legislação ambiental e a produção rural, inspeção sanitária e o processamento agroindustrial e o acesso às condições de crédito para a indústria também necessitam de ações de melhoramento para aumentar o seu desempenho. Estas conclusões devem fornecer subsídios e informações que contribuirão na tomada de decisão e no estabelecimento de estratégias empresariais a fim de aumentar o desempenho das atividades dentro da indústria ervateira, tornando-a mais competitiva no mercado que estão inseridas. / The yerba mate Market has been growing and getting featured in the most important countries and states which produces it, using the yerba mate not only for it’s traditional drink, “the chimarrão”, but with other alternative uses that has been appearing because of it’s important properties. Due to the increasing of the demand in different kinds of markets, they request the need of researches which evaluate and confirms the conditioning facts of the performance aiming to generate informations to subsidize priority actions of the improvement for it’s increasing sector. In this case, the actual research had as objective to identify the factors which condition the “ervateiras” industries performance from Alto Taquari/RS. As the theoretical contribution for the subsidized review of the data had used the Economical Industry theory, the Costs Economy of transactions and the theory which had involved the use of Importance-Performance Matrix. The primary data were collected through structured questionnaires in a quantitative way, using the likert scale of 1-7 points. The questionnaires were applied via Google Docs and after that shown physically through the industry agents in the “ervateiro” pole from Alto Taquari/RS. The questionnaire was structured in seven sections, both first and second questions referred to the gathered information about the interviewed people and the “ervateiras” industries, which had as objective describe and characterize the studied objetct. The four other sections referred to the conditioning dimensions of the performance, which are they: Production Factors/ Markets/ Logistics/ Institutional Ambient/ and the seventh section was about the view of the productive chain of yerba mate seen by the “ervateiras” industries. The analytical method of the data was consisted in the application of the matrix importance-performance suggested by Slack, Chambers and Johnston (2002), in which provide information about the importance level and assigned performance of the factors that made each one of these dimensions. The data was organized in spreadsheets of the excel and submitted to a describing statistic analysis, with average values referred to the degree of importance and the average referred to the level of performance for each dimension analyzed. With the result of research it is concluded that the dimension of “production factors” the necessary items of the improvement actions are the availability of the raw material , the acquisition cost of the machinery, the availability of labor and the possession and capacity of the machinery. In the “market” dimension, the items that have the need of 11 improvement actions are the factors about the swapped products, the placement of the product in outside market, the degree of concentrations of the raw material developers and the final product’s quality. In the logistic dimension some factors were placed in the urgent-action-zone, like the cost of means of transportation to the industry, the storage capacity to the industry, conditions of the transport to de industry and the conditions of the storage to the industry. In the same dimension, some factors like the flow of technological information, the contract between the industry and the producer, the contract between and the retail, the costs of the storage for the industries needs the improvement actions. In the “Institutional Ambient” dimension, the factors which refers to the macroeconomic indicators, environmental legislation and the agroindustrial process, the environmental legislation and the rural production, sanitary inspection and the agroindustrial process and the access to the credit condition for the industries still need the actions of improvement to increase it’s performance. This condition should provide subsidies and information that will contribute with the decision taken and in the establishment of business strategies with the desire of increasing the performance of the activities inside the “ervateiras” industries, turning into the most competitive one in the market which they are part of.