TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | SERVICE OPERATIONS MANAGEMENT: A STUDY ON ENROLLMENTS AT PUC-RIO | ||||||||||||
| Autor(es): |
MAURICIO VELOSO DE SOUZA |
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| Colaborador(es): |
MARCOS LOPEZ REGO - Orientador |
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| Catalogação: | 08/JAN/2026 | Língua(s): | PORTUGUESE - BRAZIL |
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| Tipo: | TEXT | Subtipo: | SENIOR PROJECT | ||||||||||
| Notas: |
[pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio. [en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio. |
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| Referência(s): |
[pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=74786@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=74786@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.74786 | ||||||||||||
| Resumo: | |||||||||||||
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This study investigated the perception of PUC-Rio students regarding the
enrollment process, based on the field of service operations management,
focusing on capacity planning, forecasting, and queues. It sought to understand
what they had to say about the process, and for this purpose, a descriptive survey
was conducted with current and former students. The results showed that, in
general, they consider it satisfactory, but they have reservations about specific
points important to their experience, such as the system interface, internal
communication, user journey and experience, enrollment time and duration, and
openness to feedback. These are important aspects to be considered in the
planning of the process.
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