[pt] Trata-se de uma proposta que visa orientar o professor de Matemática do Ensino Médio em relação às dificuldades encontradas no ensino-aprendizagem da Trigonometria. Mais especificamente, para facilitar, com demonstrações alternativas, o desenvolvimento das fórmulas de adição de arcos. Para o desenvolvimento desse trabalho, optou-se pela metodologia da pesquisa documental, na qual se buscou os subsídios para o desenvolvimento da proposta. / [en] It is a proposal which aims to guide Mathematics High School teachers to cope with the difficulties faced in the teaching-learning process of trigonometry. More specifically, it will facilitate the development of arc addition formulas by the use of alternative statements. In order to improve this work, it was chosen the documentary research methodology, where the subsidies for the development of this proposal were searched.

A produção do agronegócio brasileiro se faz competitiva em escala. No mercado mundial vendemos commodities e compramos produtos processados de maior valor agregado, despendendo recursos naturais e verba pública para gerar pouca riqueza para o país. É sabido que, nos últimos anos vem ocorrendo incremento da atividade aquícola nacional, mas apesar disso, a produção de pescado ainda apresenta cadeias produtivas pouco organizadas. Neste trabalho sugere-se o pirarucu como espécie de pescado apta a apresentar cadeia produtiva de produtos competitivos no mercado nacional de pescado de maior valor agregado. Foram realizadas entrevistas semiestruturadas em 22 atores da cadeia produtiva do pirarucu cultivado, resultando em mais de 13 horas de diálogo para compreensão de quem são os atores, quais são os gargalos e quais são as potencialidades de um produto de alto valor agregado à base de pirarucu. Objetivando responder se partes nobres do peixe podem ser competitivas enquanto produto premium, as respostas foram categorizadas em: atores da cadeia produtiva, gargalos na produção, gargalos no mercado, potencialidades intrínsecas e potencialidades extrínsecas do produto. A conclusão alcançada foi que produtos de pirarucu (como filé e lombo congelados e embalados em pequenas porções) são produtos nobres e podem se tornar competitivos no nicho de mercado de pescado premium, caso seus gargalos sejam superados, uma vez que apresentam potencialidades intrínsecas e extrínsecas de grande valor para o consumidor. / Brazilian agribusiness is competitive in scale. We sell commodities and buy processed value added products, spending natural resources and public money doing this. In recent years there has a increase in the national aquaculture activity, but despite this, fish production still presents disorganized supply chain. In this work suggested that pirarucu is a fish capable to have competitive products in the national premium fish market. Were conducted semi-structured interviews in 22 players of the cultivated pirarucu supply chain production, resulting in more than 13 hours of dialogue to understand who the players are, what the constraints are, and what the potentialities are. In order to answer the question of whether the premium fish can be competitive as a product, the answers were categorized as: players, constraints in the production, constraints in the market, intrinsic potentialities and extrinsic potentialities. The conclusion reached was that pirarucu products (such as frozen fillet and loin) are premium products and can become competitive in the niche market of value-added fish, if their constraints are overcome, since they have intrinsic potentialities and extrinsic values to the consumer.

There is now a trend to move closer to the customer in the form of long-term and lastingrelationships. The market today is characterized by growing competition with new playersconstantly arising. In order to gain competitive advantage with the increasingly challengingmarket, companies require to place the customer in the centre. Being close to the customerand engage in successful efforts to create customer loyalty has become a critical successfactor in many businesses. Especially when the customers in today's market is becomingincreasingly unfaithful and continuously looking for new companies with new productofferings.Many companies have now also realized the importance of trying to retain existing customersas it is more profitable than constantly trying to acquire new ones. In times of highcompetition a loyalty programme can be used to create customer loyalty. A type of loyaltyprogramme is a customer club. By making use of customer clubs as loyalty programs, thecompany can achieve customer loyalty and differentiate their product offering. The motivebehind most customer clubs is to create purchase fidelity.Many fashion companies face the challenge of working with customer care in a way thatstrengthens the company's relationship with their customers. If a fashion company's customerclub is losing loyalty it may cause a serious problem for the company. The following problemis something that the clothing company MQ face today. We had therefore the task ofundertaking to examine the underlying causes of MQ's lack of customer loyalty amongmembers in the company’s customer club.The purpose of the paper was to examine and describe the important factors affecting thedeclining customer loyalty of MQ. By mapping and analyzing possible links between thevarious factors affecting the decrease in customer loyalty, we wanted to seek the underlyingcauses of the MQ's customer loss.In order to seek the underlying causes of the MQ's decreased customer loyalty a study on asample of the company downgraded gold- and silvermembers in the customer club wascarried out. The survey was carried out by telephone interviews in which a prestructuredquestionnaire served as input. We have also done interviews with key people in MQ.In our theoretic frame of references, we have used theories of Ralf Blomqvist et al. MagnusSöderlund, Philip Kotlas et al. and Stephan A. Butscher. We have also made use of twoscientific articles on the impact of loyalty programs.On collecting the empirical data we quickly realized that the customer club average age of 38years did not correspond well with MQ's target group of 20-40 years. The main reason forrespondents decreasing purchases of MQ in 2008 was that the range is not appealing to them.We also found that MQ had updated concept and audience in recent years and that it mayhave contributed to a vague picture of the company among its customers.In conclusion, we have found that it is primarily the older customers who are no longerattracted by MQ's range. Decreased interest in the company as a fashion supplier has led tocustomer members not visiting MQ's stores often. It has led to reduced sales and downgradedcustomers in the customer club. Most of the respondents in the survey felt that they are notinfluenced by its membership of MQ's customer club. They do not choose MQ over otherstores simply because of their membership in the company's customer club. Customer clubmembers value mostly the economic benefits of membership. / Program: Textilekonomutbildningen

The purpose of this thesis is to identify and define Key Perfomance Indicators (KPIs) and value adding services which are used to describe the quality of Forias logistics services from different aspects. The KPIs should be attractive to both Foria and their customers, with the aim to strengthen the interaction between both parties. The basis for this work is a research in which a literature review and a survey of the market for Swedish logistic service providers were carried out. An analysis of the present situation of Foria was carried out, where a number of people in the company were interviewed. These elements were used together with definitions of KPIs to perform the analysis of the work. The result of the work is ten KPIs that have been created and developed for Foria and which are considered to be attractive to both Foria and the selected customers. The KPIs are:   · ECO-driving (binary) – the company has ECO-driving-educated drivers · ECO-driving (comparison figure) – all drivers individual driving and its resulting exhaust emissions are compared · The environmental impact – a total of exhaust emissions from all vehicles belonging to a single business, measured in tonne-kilometres · Complete order – portion of fields with accurate information (in an order), with the possibility of error categorization · Delivery reliability – time difference between expected and actual delivery, average for all orders · On-time – the number of days and hours of difference between the expected and the actual time, for all activities of the order · On-time (activity) – the number of hours and minutes of difference between the expected and the actual time, for each individual activity of the order · Divergence – a categorization of all causes of divergence and its responsible department · Level of integration – the level of cooperation between the logistic service provider and the customer · Customer satisfaction – how well an order will meet the expectations of the customer   The KPIs are described in detail with definitions, how they can be used and what is required to implement them in the service process of Foria. These KPIs are the basis of four value adding services: Tracking of goods, Environmental Information, Presentation of the KPIs as a Whole, and Improvement of the Service Process. The work shows that it is possible to identify, define and develop KPIs of interest to both Foria and their customers, but to be used most of the KPIs require adaptation to a large degree. It also shows that it is the reasons behind the measured values of the KPIs that makes them interesting to customers. The literature describing the KPIs and the development of these are not comprehensive in terms of the relationship between a third party logistic service provider and its customer, and therefore this report describes a work from scratch to create KPIs for this purpose. / Syftet med detta arbete är att identifiera och utforma nyckeltal och mervärdestjänster för vilka ska beskriva kvaliteten på Forias logistiktjänst utifrån olika aspekter. Nyckeltalen ska vara intressanta för både Foria och deras kunder, med förhoppningen att stärka samarbetet mellan båda parter. Till grund för arbetet ligger en förstudie, där en litteraturstudie och en undersökning av marknaden för svenska logistikföretag utfördes. En nulägesanalys av Foria genomfördes genom att ett flertal personer på företaget intervjuades. Tillsammans med nyckeltalsteori användes dessa delar för att utföra analysen i arbetet. Resultatet av arbetet är tio nyckeltal som skapats och utvecklats för Forias verksamhet och som anses vara intressanta för både Foria och de för arbetet utvalda kunderna. Nyckeltalen är:   · ECO-driving (binärt) – företaget har ECO-driving-utbildade chaufförer · ECO-driving (jämförelsetal) – chaufförers individuella körstil och medförande avgasutsläpp jämförs · Miljöpåverkan – totalt avgasutsläpp från ett företags alla fordon, mätt i tonkilometer · Ifylld order – andel fält ifyllda (i en order) med korrekt information, med möjlighet för kategorisering av felorsaker · Leveranspålitlighet – tidsskillnad mellan förväntad och faktisk leverans, i medeltal för alla order · On-time – antal dagar och timmar som skiljer mellan den förväntade och den faktiska tidpunkten, för samtliga aktiviteter i orderledet · On-time (aktivitet) – antal timmar och minuter som skiljer mellan den förväntade och den faktiska tidpunkten, för varje enskild aktivitet i orderledet · Avvikelse – kategorisering av alla orsaker till avvikelse, och ansvarande avdelning · Integrationsgrad – nivån av samarbete mellan logistikföretaget och kunden · Kundnöjdhet – hur väl en order kommer att motsvara kundens förväntningar   Nyckeltalen beskrivs ingående med definitioner, hur de kan användas och vad som krävs vid en implementering i Forias verksamhet. Dessa nyckeltal ligger sedan till grund för fyra mervärdestjänster som utformats i arbetet: Godsspårning, Miljöinformation, Presentation av nyckeltalen som helhet, och Verksamhetsutveckling. Arbetet visar att det är möjligt att hitta, utforma och utveckla nyckeltal som är intressanta för både Foria och deras kunder, men de flesta av nyckeltalen kräver anpassning i hög grad för att kunna användas. Det visar också att det är orsakerna bakom nyckeltalens uppmätta värden som gör ett nyckeltal intressant för kunden. Den litteratur som beskriver nyckeltal och utveckling av dessa är inte heltäckande när det gäller relationen mellan ett tredjepartslogistikföretag och dess kund, och därför beskrivs i denna rapport ett arbete från grunden med att skapa nyckeltal för detta ändamål.

Key words:         Customer value, value-adding factors, e-commerce, apparel industry, Vietnamese market, customers’ perception.  Background:      Along with the development of many applications from Internet, Electronic Commerce (e-commerce) has changed the business scene in the global economy by emerging as a new, efficient channel of doing business. The apparel industry has also been approaching this way of doing business as an attempt to improve the effectiveness and efficiency of operations at various extents. In the Vietnamese market, Ninomaxx being well-known as leading fashion brand for young and proactive people is in the process of launching its very first online shop. However, the lack of information and the vagueness in regard to customers preference and shopping habit in the context of e-commerce leads to many difficulties for fashion companies like Ninomaxx. These lacking can all be traced back to one universal cause that is the insufficiency in understanding customers’ perceived value. Accordingly, it raises the authors’ interests to conduct a research of customers’ perception concerning customer value in Vietnamese apparel industry within the e-commerce context. Purpose:             The purpose of this thesis is to identify elements of e-commerce that customers perceive as value-adding factors in the context of Vietnamese apparel industry. Accordingly, thesis will examine how value can be created and enhanced for customers in the case of Ninomaxx and Vietnamese apparel firms in general. Method:              In this thesis, authors chose to collect and analyze data mainly through a quantitative approach. Prospective customers of Ninomaxx, whose ages were from 17 to 30, were the surveyed group. A questionnaire was employed to collect response from the group and was distributed in two ways: an online link and offline papers. Various nonparametric statistical techniques and one extensive model were used to analyze results of the survey. Conclusion:    From the perception of Vietnamese customers from 17 to 30 years old, there are 5 elements of e-commerce that are identified as very strong value-adding factors, namely, availability of information on the website, accuracy of demonstrating products’ color on website, seller’s ensuring products’ quality, seller’s trustworthiness and safety of using products. There are additionally 11 strong value-adding factors from perception of apparel customers in Vietnam. However, there is evidence of differences in customers’ response regarding their demographic characteristics and Internet usage. Apparel companies should consider accordingly in order to form the optimal strategy for e-commerce retail channel in Vietnam.

Syftet med denna studie var att undersöka i vilken utsträckning de tre kursplanerna för matematik 1 (1a, 1b och 1c) samt den tillhörande ämnesplanen gick att tolka i form av kompetenser. Vidare jämfördes även kompetensfördelningen mellan matematik 1 och matematik A. Studien grundade sig främst i ramverket MCRF (Mathematical Competency Research Framework) som presenterar sex matematiska kompetenser, men vi tog även hänsyn till ytterligare sex kompetenser som återfinns i NCTM (The National Council of Teachers of Mathematics), KOM-projektet (Competencies and the Learning of Mathematics project) samt Adding It Up. Kursplanerna och ämnesplanen har granskats med hjälp av en kvantitativ textanalys där innehållet delats upp och kategoriserats till de olika kompetenserna enligt kompetensernas definitioner. Utifrån resultaten kan man säga att förekomsten av de totalt tolv kompetenserna är relativt jämnt fördelade inom matematik 1a, 1b och 1c. Bland de sex kompetenserna i MCRF förekom kompetensen procedurhantering i högst utsträckning medan begreppsförståelse var vanligast bland de sex övriga kompetenserna. Vidare kunde man, bland de sex kompetenserna inom MCRF, se att matematik 1a innehöll betydligt mindre sambandskompetens än 1b och 1c. Matematik 1a innehöll dessutom en större del procedurhanteringskompeten medan matematik 1b innehöll en större andel representationskompetens. Vid jämförelse mellan matematik 1 och matematik A är det inte lika vanligt förekommande att innehållet i matematik 1 går att tolka till någon kompetens inom MCRF, detta gäller både ämnesplanen och kursplanerna. En likhet är dock att kompetenserna förekom i högre grad i kursplansavsnitten betygskriterier/kunskapskrav än i mål att uppnå/centralt innehåll i både matematik A och matematik 1.

<p>The purpose of this thesis is to identify and define Key Perfomance Indicators (KPIs) and value adding services which are used to describe the quality of Forias logistics services from different aspects. The KPIs should be attractive to both Foria and their customers, with the aim to strengthen the interaction between both parties.</p><p>The basis for this work is a research in which a literature review and a survey of the market for Swedish logistic service providers were carried out. An analysis of the present situation of Foria was carried out, where a number of people in the company were interviewed. These elements were used together with definitions of KPIs to perform the analysis of the work.</p><p>The result of the work is ten KPIs that have been created and developed for Foria and which are considered to be attractive to both Foria and the selected customers. The KPIs are:</p><p> </p><p><!--[if !supportLists]-->· <!--[endif]--><em>ECO-driving (binary)</em> – the company has ECO-driving-educated drivers</p><p><!--[if !supportLists]-->· <!--[endif]--><em>ECO-driving (comparison figure)</em> – all drivers individual driving and its resulting exhaust emissions are compared</p><p><!--[if !supportLists]-->· <!--[endif]--><em>The environmental impact</em> – a total of exhaust emissions from all vehicles belonging to a single business, measured in tonne-kilometres</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Complete order</em> – portion of fields with accurate information (in an order), with the possibility of error categorization</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Delivery reliability</em> – time difference between expected and actual delivery, average for all orders</p><p><!--[if !supportLists]-->· <!--[endif]--><em>On-time</em> – the number of days and hours of difference between the expected and the actual time, for all activities of the order</p><p><!--[if !supportLists]-->· <!--[endif]--><em>On-time (activity)</em> – the number of hours and minutes of difference between the expected and the actual time, for each individual activity of the order</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Divergence</em> – a categorization of all causes of divergence and its responsible department</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Level of integration</em> – the level of cooperation between the logistic service provider and the customer</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Customer satisfaction</em> – how well an order will meet the expectations of the customer</p><p> </p><p>The KPIs are described in detail with definitions, how they can be used and what is required to implement them in the service process of Foria. These KPIs are the basis of four value adding services: <em>Tracking of goods</em>, <em>Environmental Information</em>, <em>Presentation of the KPIs as a Whole</em>, and <em>Improvement of the Service Process</em>.</p><p>The work shows that it is possible to identify, define and develop KPIs of interest to both Foria and their customers, but to be used most of the KPIs require adaptation to a large degree. It also shows that it is the reasons behind the measured values of the KPIs that makes them interesting to customers. The literature describing the KPIs and the development of these are not comprehensive in terms of the relationship between a third party logistic service provider and its customer, and therefore this report describes a work from scratch to create KPIs for this purpose.</p><p> </p> / <p>Syftet med detta arbete är att identifiera och utforma nyckeltal och mervärdestjänster för vilka ska beskriva kvaliteten på Forias logistiktjänst utifrån olika aspekter. Nyckeltalen ska vara intressanta för både Foria och deras kunder, med förhoppningen att stärka samarbetet mellan båda parter.</p><p>Till grund för arbetet ligger en förstudie, där en litteraturstudie och en undersökning av marknaden för svenska logistikföretag utfördes. En nulägesanalys av Foria genomfördes genom att ett flertal personer på företaget intervjuades. Tillsammans med nyckeltalsteori användes dessa delar för att utföra analysen i arbetet.</p><p>Resultatet av arbetet är tio nyckeltal som skapats och utvecklats för Forias verksamhet och som anses vara intressanta för både Foria och de för arbetet utvalda kunderna. Nyckeltalen är:</p><p> </p><p><!--[if !supportLists]-->· <!--[endif]--><em>ECO-driving (binärt)</em> – företaget har ECO-driving-utbildade chaufförer</p><p><!--[if !supportLists]-->· <!--[endif]--><em>ECO-driving (jämförelsetal)</em> – chaufförers individuella körstil och medförande avgasutsläpp jämförs</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Miljöpåverkan</em> – totalt avgasutsläpp från ett företags alla fordon, mätt i tonkilometer</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Ifylld order</em> – andel fält ifyllda (i en order) med korrekt information, med möjlighet för kategorisering av felorsaker</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Leveranspålitlighet</em> – tidsskillnad mellan förväntad och faktisk leverans, i medeltal för alla order</p><p><!--[if !supportLists]-->· <!--[endif]--><em>On-time</em> – antal dagar och timmar som skiljer mellan den förväntade och den faktiska tidpunkten, för samtliga aktiviteter i orderledet</p><p><!--[if !supportLists]-->· <!--[endif]--><em>On-time (aktivitet)</em> – antal timmar och minuter som skiljer mellan den förväntade och den faktiska tidpunkten, för varje enskild aktivitet i orderledet</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Avvikelse</em> – kategorisering av alla orsaker till avvikelse, och ansvarande avdelning</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Integrationsgrad </em>– nivån av samarbete mellan logistikföretaget och kunden</p><p><!--[if !supportLists]-->· <!--[endif]--><em>Kundnöjdhet</em> – hur väl en order kommer att motsvara kundens förväntningar</p><p> </p><p>Nyckeltalen beskrivs ingående med definitioner, hur de kan användas och vad som krävs vid en implementering i Forias verksamhet. Dessa nyckeltal ligger sedan till grund för fyra mervärdestjänster som utformats i arbetet: <em>Godsspårning</em>, <em>Miljöinformation</em>,<em> Presentation av nyckeltalen som helhet, </em>och Verksamhetsutveckling.</p><p>Arbetet visar att det är möjligt att hitta, utforma och utveckla nyckeltal som är intressanta för både Foria och deras kunder, men de flesta av nyckeltalen kräver anpassning i hög grad för att kunna användas. Det visar också att det är orsakerna bakom nyckeltalens uppmätta värden som gör ett nyckeltal intressant för kunden. Den litteratur som beskriver nyckeltal och utveckling av dessa är inte heltäckande när det gäller relationen mellan ett tredjepartslogistikföretag och dess kund, och därför beskrivs i denna rapport ett arbete från grunden med att skapa nyckeltal för detta ändamål.</p><p> </p>

Purpose:The purpose of this study is to approach a solution to reduce housing shortage, by using inspiration from an industrialized building concept, which can lead to the opportunity for underprivileged people to get a livable housing. The aim is to study how knowledge from industrialized building could be used for a more efficient way of building in developing countries similar to Colombia.   Method:Utilizing literature studies for achieving abutment to published research also giving the authors an observant mind. With this knowledge, participatory observations were made as action research to explore the prevailing procedure when establishing a house. Operating analyzes, interviews were held in Leticia for understanding observed decisions. To be able to critically analyze the results from the interviews and observations, collected data were compared with knowledge based on the authors’ reference frames.   Findings:Keystones identified as the overall concept are applicable on establishments in the western world, since the concept is designed after similar conditions. Capital is required designing a building system as well as establishing a factory for prefabrication of elements, conditions limited in developing countries. Climate conditions and prevailing corruption prevents implementation of the concept. Identified weaknesses during the observations, noted repetition of unnecessary and non-value adding activities. One conclusion is not to implement the entire industrial building system, only practice the mindset. Initially keystones are implemented such as planning, exchange of information and reflection of performed projects, in order to improve upcoming projects. These keystones require no direct capital, merely a mindset that should be implemented.   Implications:The outcome of this study is to enlighten the subject, since obvious weaknesses were noticed, with capacity for development. Further research is realistic because, in a long term it will help solving the housing situation. For example, using this result as underlay for education like creating more efficient building, enlightening planning for reducing unnecessary non value-adding activities. As a conclusion of the study, identified weaknesses during the establishment affects the efficiency, creating unnecessary costs. A developing country should focus upon emphasizing reduction of costs, since their economic status is already declining.   Limitations: The observations during the case study have been concentrating on one small-scaled project in Leticia, Colombia. No further observations have been made but complements such as literature studies and interviews. Due to lack of time and language barrier, the amount of collected empirical data was too limited to provide durable conclusions for question formulations. Since only observations were performed on one establishment, a general result cannot be submitted.

Background: In a world that is becoming more knowledge-based and where it gets harder to find value-adding employees, employer branding could be used as a way to attract and retain employees, which later can create competitive advantage. Research Question: In order to experience competitive advantage, how do SMEs use the strategies and tools of employer branding as a way to attract and retain value-adding employees? Purpose: The purpose with this study was to explore how employer branding is used by SMEs as a way to experience competitive advantage. Method: A qualitative research method with six case studies of SMEs located in different industries was adopted. Primary data was based on semi-structured interviews with respondents at the different SMEs. Theoretical framework: With the basis of the RBV, theories about this and the human capital as a resource as well as a competitive advantage, is presented. This continues with theories about the employer brand, attractive attributes about employers, employer branding strategies, and what the outcomes of employer branding is.  Findings and Conclusions: SMEs do not use the strategies and tools of employer branding in the generic way. Instead, much communication is carried out first when the recruitment process starts, with the aim to find employees who could deliver competitive advantage through their fit with the organization. Once onboard, different benefits are provided in order to retain them. Involvement and engagement are the most prominent ones, due to SMEs ability to offer cross-functional management.

A logística tem se revelado um elemento estratégico, possibilitando a diferenciação no atendimento às necessidades dos clientes. Assim sendo, a terceirização das atividades logísticas se tornou uma realidade, e isto tem levado as organizações a se focarem mais em suas competências essenciais. Em função disso, surgem os operadores logísticos, que contribuem para a competitividade das empresas parceiras mediante a prestação de serviços especializados. Por conseguinte, o estudo analisou a estruturação, o desenvolvimento e a evolução da transformação de uma transportadora tradicional em um operador logístico. A metodologia de pesquisa utilizada pode ser considerada como sendo qualitativo exploratória, implementada por meio de um estudo de caso único. Para a coleta de dados, foram realizadas entrevistas individuais em profundidade, com uma abordagem semiestruturada, a partir da aplicação de roteiros básicos de questões. Além disso, foram utilizados dados provenientes da pesquisa documental. As técnicas utilizadas para análise dos resultados são compreendidas pela análise de conteúdo. Percebeu-se, após a concretização do estudo, que a organização, ao agregar serviços, procurando relacionamentos de longo prazo com seus clientes, aumentou sua competitividade. Verificou-se, ainda, que tal mudança oportunizou vantagens como a otimização dos recursos disponíveis e a melhoria na qualidade dos serviços prestados. A transformação da empresa em um operador logístico repercutiu em maior credibilidade e na ampliação do seu mix de serviços, resultando no aumento de seu faturamento e da sua lucratividade e em um diferencial perante a concorrência. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-04-28T14:19:34Z No. of bitstreams: 1 Dissertacao Tania Craco.pdf: 2591792 bytes, checksum: 90a813103bcf283c34fbf377e7f79ee0 (MD5) / Made available in DSpace on 2014-04-28T14:19:34Z (GMT). No. of bitstreams: 1 Dissertacao Tania Craco.pdf: 2591792 bytes, checksum: 90a813103bcf283c34fbf377e7f79ee0 (MD5) / The logistic has been revealed an strategic element, making possible the differentiation on assistance to customers necessities. So, logistics operation outsourcing turns real, and it gets the organizations to focus on theirs essential competences. Due to that, logistic operators appear, who contribute for the competitiveness of partner companies by specialized services provided. Therefore, the study analyzed organization, development and evolution of the transformation of a traditional transporter in a logistic operator. The methodology used on this research can be considered as being qualitative-exploratory, implemented by a study of one only case. To collect dates, individual interviews were done in depth, with a structured way approached, from the application of basic routes of issues. In addition, data were used from documental research. The techniques used to analyze the results are understood by content analysis. It was realized, after the study complete, the organization increased competitiveness, aggregating services and looking for long relationships with the customers. It was found that such change developed advantages as available resources optimization and improvement in the quality of services provided. The company transformation into a logistic operator reflected in greater credibility and expansion of the services offered, resulting in turnover and profitability increase and a differential against the competitors.