Submitted by Caroline Xavier (caroline.xavier@pucrs.br) on 2017-11-03T12:31:22Z No. of bitstreams: 1 DIS_EDUARDO_ALBERTO_CASAGRANDE_RAD_COMPLETO.pdf: 8728428 bytes, checksum: f4af7db8a7bd2d25d3bd5e8b556ae7f2 (MD5) / Approved for entry into archive by Caroline Xavier (caroline.xavier@pucrs.br) on 2017-11-03T12:31:36Z (GMT) No. of bitstreams: 1 DIS_EDUARDO_ALBERTO_CASAGRANDE_RAD_COMPLETO.pdf: 8728428 bytes, checksum: f4af7db8a7bd2d25d3bd5e8b556ae7f2 (MD5) / Made available in DSpace on 2017-11-03T12:31:44Z (GMT). No. of bitstreams: 1 DIS_EDUARDO_ALBERTO_CASAGRANDE_RAD_COMPLETO.pdf: 8728428 bytes, checksum: f4af7db8a7bd2d25d3bd5e8b556ae7f2 (MD5) Previous issue date: 2017-08-22 / One of the major organizational challenges for airlines is to maintain the continuity of their operations, copying with problems involving airport closures, infrastructure issues and unscheduled maintenance events. To deal with these contingencies, companies use Control Centers of Operations (CCOs), whose responsibility involves planning and monitoring the execution of planning their flight schedules while attempting to accommodate the variability encountered. This type of activity creates the need for the system to be resilient, that is, the ability to adapt system operation before, during or after some change or disorder in order to maintain expected operations, under expected and unexpected contexts. The objective of this study is to propose indicators of resilience that aim to help manage the main contingencies experienced by the CCO, increasing the operational capacity of the planned operations, even in the face of unexpected situations. This research presents a single case study of a regular air transport company that operates around 800 daily flights throughout Brazil and in some international destinations. A systemic mapping of the main contingencies experienced by CCO were performed using the Functional Resonance Analysis Method (FRAM). Data was gathered by means of interviews, in locus observations and analysis of technical documents. Two indicators of resilience have been proposed that have the potential to indicate where and when the system defenses should concentrate their efforts in order to avoid contingencies. The use of FRAM and the principles of Resilience Engineering (ER) have shown promise for the identification of resilience indicators, and the proposed method may be used in future research that seeks to identify indicators of resilience in complex sociotechnical systems. / Um dos principais desafios organizacionais de empresas a?reas ? manter a continuidade de suas opera??es, contornando problemas que envolvem o fechamento de aeroportos, quest?es de infraestrutura e eventos de manuten??o n?o programados. Para lidar com estas conting?ncias, as empresas utilizam Centros de Controle de Opera??es (CCOs), cuja responsabilidade envolve organizar e acompanhar a execu??o do planejamento de suas programa??es de voo, ao mesmo tempo em que tentam acomodar a variabilidade encontrada. Este tipo de atividade cria a necessidade de o sistema ser resiliente, isto ?, a capacidade de adaptar o funcionamento do sistema antes, durante ou ap?s alguma mudan?a ou desordem, a fim de manter as opera??es previstas, sob contextos esperados e inesperados. O objetivo desta pesquisa ? propor indicadores de resili?ncia que visam auxiliar a gest?o das principais conting?ncias vivenciadas pelo CCO, aumentando a capacidade de funcionamento das opera??es previstas, ainda que diante de situa??es inesperadas. Esta pesquisa apresenta um estudo de caso ?nico de uma empresa de transporte a?reo regular que opera em torno de 800 voos di?rios em todo Brasil e em alguns destinos internacionais. Um mapeamento sist?mico das principais conting?ncias vivenciadas pelo CCO foi realizado utilizando o M?todo de An?lise de Resson?ncia Funcional (FRAM). Os dados foram coletados por meio de entrevistas, observa??es diretas e an?lises de documentos t?cnicos. Foram propostos dois indicadores de resili?ncia que possuem potencial para indicar onde e quando as defesas do sistema devem concentrar seus esfor?os com a finalidade de evitar conting?ncias. A utiliza??o do FRAM e dos princ?pios da Engenharia de Resili?ncia (ER) mostraram-se promissores para a identifica??o de indicadores de resili?ncia, podendo o m?todo proposto ser utilizado em pesquisas futuras que buscam identificar indicadores de resili?ncia em sistemas sociot?cnicos complexos.