Application of matrix importance-performance in the maintenance sector of an higher education institution

• Autor(a) principal: Oliveira, Lenize Danette de
• Data de Publicação: 2020
• Outros Autores: Haubert, Jéssica da Silva, Sakis, Alexandre, Machado, Cleimar da Silva, Dos Santos, Bruno Miranda
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Independent Journal of Management & Production
• Texto Completo: http://www.ijmp.jor.br/index.php/ijmp/article/view/1108
• topic: Matrix Importance-performance; service sector; competitiveness; organizational performance

The sector service is what has the highest employability index in the country and is even the one with the largest participation in the world economy. In this sense, there is evidence of increased awareness of organizations that improvement has to come from the inside out. Thus, this research aims to demonstrate the competitive importance of the maintenance sector of a Higher Education Institution (HEI) through the application of the importance-performance matrix. As for the methodological procedures, this study is characterized by exploratory and quantitative research. A set of criteria to be evaluated within the organizational performance objectives was created in conjunction with maintenance staff and an IES strategic sector manager. As a result, an HEI demonstrated good performance in most of the criteria, generated an exception of one of the criteria that was out in the areas that need improvement actions, the accomplishment of the results by the matrix is important.