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Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf

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Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf
Livro Qualidade do Serviço na Cadeia de Abastecimento Autor Luiz Felipe A. Costa.pdf

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  • 41. 2VIRUPXOiULRVIRUDPGLVWULEXtGRVHGLYXOJDGRVDRVHQWUHYLVWDGRVDWUDYpVGHFRUUHLR HOHWU{QLFR HPDLO 2 TXHVWLRQiULR GH SHVTXLVD IRL GHVHQYROYLGR WHVWDGR H HQYLDGR QR SHUtRGR GH 'H]HPEUR D 0DUoR )RL HQYLDGR SRU HPDLO XP WRWDO GH WULQWD H WUrV TXHVWLRQiULRV WHQGR VLGR UHVSRQGLGRV XP WRWDO GH WULQWD TXHVWLRQiULRV R TXH UHSUHVHQWDXPDWD[DGHUHVSRVWDVGHGHTXHVWLRQiULRVUHVSRQGLGRV
  • 42. $3Ë78/2$QiOLVHH'LVFXVVmRGH5HVXOWDGRV 1R GHFRUUHU GR FDSLWXOR VHUi DSUHVHQWD D DQiOLVH H GLVFXVVmR GH UHVXOWDGRV GHVHQYROYLGRVWDLVFRPRUHVXOWDGRVREWLGRV DUDFWHUtVWLFDVGDDPRVWUD $ DPRVWUD XWLOL]DGD QHVWD LQYHVWLJDomR p FRQVWLWXtGD SRU IiEULFDV GH PRWRFLFOHWDV )RLHQYLDGRSRUHPDLOXPWRWDOGHWULQWDHWUrVTXHVWLRQiULRVWHQGRVLGRUHVSRQGLGRV XPWRWDOGHWULQWDTXHVWLRQiULRVRTXHUHSUHVHQWDXPDWD[DGHUHVSRVWDVGH 'DVWULQWDRUJDQL]Do}HVHQWUHYLVWDGDVTXDQGRSHUJXQWDGRVHSRVVXHPVHXVLVWHPD FHUWLILFDGR VHJXQGR D QRUPD ,62 YLQWH H TXDWUR RUJDQL]Do}HV UHVSRQGHUDP TXH VLP R TXH UHSUHVHQWD GR WRWDO GH HQWUHYLVWDGRV HQTXDQWR TXH VHLV RUJDQL]Do}HV UHVSRQGHUDP TXH QmR SRVVXHP FHUWLILFDomR VHJXQGR D QRUPD ,62 )LJXUD )LJXUDHUWLILFDomRVHJXQGRD,62±(QWUHYLVWDGRV localizadas no Polo Industrial de Manaus, certificadas e não certificadas com base na nor- ma ISO 9001.
  • 43. (P UHODomR D RXWURV VLVWHPDV GH FHUWLILFDomR GR]H RUJDQL]Do}HV HVWmR FHUWLILFDGDV VHJXQGR D QRUPD ,62 FLQFR RUJDQL]Do}HV HVWmR FHUWLILFDGDV VHJXQGR D QRUPD 2+6$6 RQ]H RUJDQL]Do}HV QmR SRVVXHPTXDOTXHUWLSRGHFHUWLILFDomR )LJXUD )LJXUD2XWURVWLSRVGHFHUWLILFDomR *UDXGHLPSRUWkQFLDGD1RUPD,62SDUDVHOHFLRQDUIRUQHFHGRUHV 2 JUDX GH LPSRUWkQFLD GD QRUPD ,62 SDUD VHOHFLRQDU IRUQHFHGRUHV p FODUDPHQWH FLWDGR FRP EDVH QRV SULQFtSLRV GD JHVWmR GD TXDOLGDGH 8PD RUJDQL]DomR H RV VHXV IRUQHFHGRUHV VmR LQWHUGHSHQGHQWHV H XPD UHODomR GH EHQHItFLRV P~WXRV DXPHQWD D FDSDFLGDGH GH DPERV HP DJUHJDU YDORU 1%5 ,62 $QRUPDGHL[DFODURWDPEpPTXHFRQYpPTXHDVHQWUDGDVSDUDDYDOLDUDHILFiFLDGR VLVWHPDGHJHVWmRGDTXDOLGDGHFRQVLGHUHPRFOLHQWHHRXWUDVSDUWHVLQWHUHVVDGDVH LQFOXDPRGHVHPSHQKRGRVIRUQHFHGRUHV 1%5,62 1DWDEHODHQFRQWUDPVHRVUHVXOWDGRVREWLGRV
  • 44. ,WHQV RQWDJHPGHUHVSRVWDV $EVROXWDPHQWH,PSRUWDQWH 0XLWR,PSRUWDQWH 3RXFRLPSRUWDQWH 1DGDLPSRUWDQWH 727$/ 7DEHOD*UDXGH,PSRUWkQFLDGDQRUPD,62SDUDVHOHFLRQDUIRUQHFHGRUHV RQIRUPH D 7DEHOD D QRUPD ,62 SDUD VHOHFLRQDU RV IRUQHFHGRUHV IRL FRQVLGHUDGD FRPR DEVROXWDPHQWH ,PSRUWDQWH R PXLWR LPSRUWDQWH REWHYH D PHVPD TXDQWLGDGH GH UHVSRVWDV REWHQGR WDPEpP VRPHQWH UHVSRQGHUDP FRPR SRXFR LPSRUWDQWH VHQGR HVWH SHUFHQWXDO FRPR QDGD LPSRUWDQWH REWHYHXPDUHVSRVWDRXVHMDGRVTXHUHVSRQGHUDPRTXHVWLRQiULR $QiOLVHJHUDOGRJUDXGHTXDOLGDGHGRVVHUYLoRVGHIRUQHFHGRUHV FHUWLILFDGRVHQmRFHUWLILFDGRVQD,62 $DQiOLVHGRQtYHOGDTXDOLGDGHGRVHUYLoRSUHVWDGRSRUIRUQHFHGRUHVFHUWLILFDGRVH QmRFHUWLILFDGRVVHJXQGRDQRUPD,62SHUPLWLXFRQFOXLUTXHRVHUYLoRRIHUHFLGR SRUIRUQHFHGRUHVFHUWLILFDGRVpVXSHULRUFRPSDUDWLYDPHQWHDRVHUYLoRSUHVWDGRSRU IRUQHFHGRUHV QmR FHUWLILFDGRV 6HJXQGR D OLWHUDWXUD VREUH R WHPD DV HPSUHVDV RSWDP SHOD QRUPD ,62 SRUTXH YLVOXPEUDP LQ~PHUDV SRVVLELOLGDGHV SDUD UHGX]LUFXVWRVLQWHUQRVDOpPGHVDWLVID]HUHPDVH[LJrQFLDVGRVFOLHQWHVSRUVHUXP GLIHUHQFLDOGHPDUNHWLQJHXPDHILFD]IHUUDPHQWDGHJHVWmR /XFLQGD 3HOD DQiOLVH GD )LJXUD SRGHVH YHULILFDU TXH SDUD DV HPSUHVDV LQTXLULGDV R QtYHO GD TXDOLGDGH GR VHUYLoR SUHVWDGR SRU XPD HPSUHVD FHUWLILFDGD p PHOKRU DYDOLDGRGRTXHRVHUYLoRSUHVWDGRSRUXPDHPSUHVDQmRFHUWLILFDGD
  • 45. )LJXUDRPSDUDWLYRGRSDGUmRGHTXDOLGDGHGHIRUQHFHGRUHVFHUWLILFDGRV96QmR FHUWLILFDGRV 9HMDPRV TXH R IRUQHFHGRU FHUWLILFDGR RIHUHFH XP VHUYLoR PXLWR ERP REWHYH GR]H UHVSRVWDV FRP XP tQGLFH GH ERP GH]HVVHLV VHQGR R tQGLFH GH H UD]RiYHO GRLV tQGLFH GH (QTXDQWR TXH R IRUQHFHGRU QmR FHUWLILFDGR RIHUHFH DSHQDV XP VHUYLoR ERP WUrV FRP XP tQGLFH GH UD]RiYHO QRYH HRtQGLFHGHHUXLP GH]HVVHWH HtQGLFHGHH PXLWRUXLP XP WHQGRFRPRtQGLFH $QiOLVHGDTXDOLGDGHGRVHUYLoRRIHUHFLGRSRUIRUQHFHGRUHVFHUWLILFDGRVH QmRFHUWLILFDGRVQD,62 $ TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU IRUQHFHGRUHV FHUWLILFDGRV H QmR FHUWLILFDGRV VHJXQGRDQRUPD,62SRGHVHUPHGLGRFULWHULRVDPHQWHDWUDYpVGRVDWULEXWRV TXH FRPS}H VHX VHUYLoR 3DUD PHGLU R JUDX GH TXDOLGDGH GHVVHV DWULEXWRV RV PHVPRV IRUDP GLYLGLGRV HP FLQFR GLPHQV}HV WDQJLELOLGDGH FRQILDELOLGDGH FRPSUHHQVmRVHJXUDQoDHHPSDWLD FRQIRUPHR6(5948$/ 1D 7DEHOD SRGHPRV YHU XP H[HPSOR GH FRPR IRL UHDOL]DGD D GLVWULEXLomR GH IUHTXrQFLD0RGDO
  • 46. 7DEHOD7DEHODGHGLVWULEXLomRGHIUHTXrQFLDPRGDO 1DWDEHODSRGHPRVYHUFODUDPHQWHTXHDTXDOLILFDomR³PXLWRERP´REWHYHXPD IUHTXrQFLDGH³ERP´REWHYHXPDIUHTXrQFLDGH$VVLPSRGHVHFRQFOXLU TXH R DWULEXWR 'LVSRVLomR GH HTXLSDPHQWRV DGHTXDGRV DR VHUYLoR p FRQVLGHUDGR SHODV HPSUHVDV FRPR XP VHUYLoR ³PXLWR ERP´ GR SRQWR GH YLVWD GH IUHTXrQFLD PRGDO $PSOLWXGH 5HVSRVWD9iOLGD )UHTXrQFLD 3RUFHQWDJHP 0i[LPR 0XLWR%RP %RP 5D]RiYHO 5XLP 0tQLPR 0XLWR5XLP
  • 47. $QiOLVHPRGDOGDTXDOLGDGHGHVHMDGD 7DEHOD $YDOLDomR FULWHULRVD UHDOL]DGD FRP RV HQWUHYLVWDGRV GRV DWULEXWRV RIHUHFLGRV SRU IRUQHFHGRUHV (57,),$'26 VHJXQGR D ,62 H IRUQHFHGRUHV1­2(57,),$'26 )RUQHFHGRUHUWLILFDGR,62 )RUQHFHGRU1mRHUWLILFDGR ,WHP 4XDOLGDGH'HVHMDGD 0DLRU)UHTXrQFLD 5HVSRVWD9iOLGD 0DLRU)UHTXrQFLD 5HVSRVWD9iOLGD 'LVS}HGH(TXLSDPHQWRV$GHTXDGRVDR 0XLWR%RP %RP 'LVS}HGH)DUGDPHQWRVDRV)XQFLRQiULRV 0XLWR%RP %RP 'LVS}HGH(3,VDRV)XQFLRQiULRV 0XLWR%RP %RP 'LVS}HGH0iTXLQDV$GHTXDGDVDR6HUYLoR 0XLWR%RP %RP XPSULPHQWRFRP3UD]RV(VWDEHOHFLGRV 0XLWR%RP 5D]RiYHO (ILFLrQFLDQD3UHVWDomRGR6HUYLoR 0XLWR%RP %RP (ILFiFLDQD3UHVWDomRGR6HUYLoR 0XLWR%RP %RP XPSULPHQWRGDV3URSULHGDGHVGR6HUYLoR 0XLWR%RP %RP 'LVS}HGHDQDOGHRPXQLFDomRDROLHQWH 0XLWR%RP %RP RUGLDOLGDGHQD3UHVWDomRGR6HUYLoR 0XLWR%RP %RP (GXFDomRQD3UHVWDomRGR6HUYLoR 0XLWR%RP %RP 6LPSDWLDHDOPDQR$WHQGLPHQWRDROLHQWH 0XLWR%RP %RP 'LVS}HGH0mRGHREUD4XDOLILFDGD 0XLWR%RP %RP 'LVS}HGH,QRYDomRH7HFQRORJLD 0XLWR%RP %RP 'RPtQLRQDH[HFXomRGRV6HUYLoRV 0XLWR%RP %RP RUUHVSRQGHDV'~YLGDVGROLHQWH 0XLWR%RP %RP
  • 48. $WDEHODDSUHVHQWDXPDDYDOLDomRFULWHULRVDUHDOL]DGDFRPRVHQWUHYLVWDGRVGRV DWULEXWRV RIHUHFLGRV SRU IRUQHFHGRUHV FHUWLILFDGRV VHJXQGR D ,62 VREUH D DQiOLVH PRGDO GD TXDOLGDGH GHVHMDGD VHQGR REVHUYDGR TXH R PXLWR ERP IRL XQkQLPHQDIUHTrQFLDGHUHVSRVWDYDOLGDGD -iDDQiOLVHGRPRGDOTXDOLGDGHGHVHMDGDGRV)RUQHFHGRUHVQmRFHUWLILFDGRVFRP ,62 R ERP REWHYH XPD IUHTrQFLD GH GRV DWULEXWRV H R UD]RiYHO REWHYHGHIUHTrQFLDQHVWHPRGDO
  • 49. $QiOLVHPRGDOGDTXDOLGDGHPtQLPDDFHLWiYHO 7DEHOD$YDOLDomRFULWHULRVDUHDOL]DGDFRPRVHQWUHYLVWDGRVGRVDWULEXWRVRIHUHFLGRVSRUIRUQHFHGRUHV(57,),$'26VHJXQGRD,62H IRUQHFHGRUHV1­2(57,),$'26 )RUQHFHGRUHUWLILFDGR,62 )RUQHFHGRU1mRHUWLILFDGR ,WHP 4XDOLGDGH'HVHMDGD 0DLRU)UHTXrQFLD 5HVSRVWD9iOLGD 0DLRU)UHTXrQFLD 5HVSRVWD9iOLGD 'LVS}HGH(TXLSDPHQWRV$GHTXDGRVDR6HUYLoR %RP 5D]RiYHO 'LVS}HGH)DUGDPHQWRVDRV)XQFLRQiULRV %RP 5D]RiYHO 'LVS}HGH(3,VDRV)XQFLRQiULRV 5D]RiYHO 5D]RiYHO 'LVS}HGH0iTXLQDV$GHTXDGDVDR6HUYLoR %RP 5D]RiYHO XPSULPHQWRFRP3UD]RV(VWDEHOHFLGRV 5D]RiYHO 5D]RiYHO (ILFLrQFLDQD3UHVWDomRGR6HUYLoR %RP 5D]RiYHO (ILFiFLDQD3UHVWDomRGR6HUYLoR %RP 5D]RiYHO XPSULPHQWRGDV3URSULHGDGHVGR6HUYLoR %RP 5D]RiYHO 'LVS}HGHDQDOGHRPXQLFDomRDROLHQWH 5D]RiYHO 5D]RiYHO RUGLDOLGDGHQD3UHVWDomRGR6HUYLoR 5D]RiYHO 5D]RiYHO (GXFDomRQD3UHVWDomRGR6HUYLoR 5D]RiYHO 5D]RiYHO 6LPSDWLDHDOPDQR$WHQGLPHQWRDROLHQWH 5D]RiYHO 5D]RiYHO 'LVS}HGH0mRGHREUD4XDOLILFDGD %RP 5D]RiYHO 'LVS}HGH,QRYDomRH7HFQRORJLD 5D]RiYHO 5D]RiYHO 'RPtQLRQDH[HFXomRGRV6HUYLoRV %RP 5D]RiYHO RUUHVSRQGHDV'~YLGDVGROLHQWH 5D]RiYHO 5D]RiYHO
  • 50. 1DWDEHODDSUHVHQWDDDQiOLVHPRGDOGDTXDOLGDGHPtQLPDDFHLWiYHOUHDOL]DGD FRP RV HQWUHYLVWDGRV GRV DWULEXWRV RIHUHFLGRV SRU IRUQHFHGRUHV FHUWLILFDGRV VHJXQGR D ,62 3RUWDQWR p REVHUYDGR FODUDPHQWH TXH R ERP REWHYH XPD IUHTrQFLDGHUHVSRVWDYDOLGDGDGHGRVDWULEXWRVHRUD]RiYHOWDPEpPREWHYH GH IUHTXrQFLD GDV UHVSRVWDV YDOLGDGDV -i D DQDOLVH GD TXDOLGDGH PtQLPD DFHLWiYHOGRVIRUQHFHGRUHVQmRFHUWLILFDGRVFRP,62WRGRVRVDWULEXWRV WLYHUDPXPDFRQVWkQFLDGHUHVSRVWDYDOLGDGDFRPRUD]RiYHOQHVWHPRGDO
  • 51. $QiOLVHPRGDOGRVHUYLoRSHUFHELGR 7DEHOD±$YDOLDomRFULWHULRVDUHDOL]DGDFRPRVHQWUHYLVWDGRVGRVDWULEXWRVRIHUHFLGRVSRUIRUQHFHGRUHV(57,),$'26VHJXQGRD,62H IRUQHFHGRUHV1­2(57,),$'26 )RUQHFHGRUHUWLILFDGR,62 )RUQHFHGRU1mRHUWLILFDGR ,WHP 4XDOLGDGH'HVHMDGD 0DLRU)UHTXrQFLD 5HVSRVWD9iOLGD 0DLRU)UHTXrQFLD 5HVSRVWD9iOLGD 'LVS}HGH(TXLSDPHQWRV$GHTXDGRVDR6HUYLoR %RP 5D]RiYHO 'LVS}HGH)DUGDPHQWRVDRV)XQFLRQiULRV %RP 5D]RiYHO 'LVS}HGH(3,VDRV)XQFLRQiULRV %RP 5D]RiYHO 'LVS}HGH0iTXLQDV$GHTXDGDVDR6HUYLoR %RP 5D]RiYHO XPSULPHQWRFRP3UD]RV(VWDEHOHFLGRV %RP 5D]RiYHO (ILFLrQFLDQD3UHVWDomRGR6HUYLoR %RP 5D]RiYHO (ILFiFLDQD3UHVWDomRGR6HUYLoR %RP 5D]RiYHO XPSULPHQWRGDV3URSULHGDGHVGR6HUYLoR 0XLWR%RP 5D]RiYHO 'LVS}HGHDQDOGHRPXQLFDomRDROLHQWH %RP 5XLP RUGLDOLGDGHQD3UHVWDomRGR6HUYLoR %RP 5XLP (GXFDomRQD3UHVWDomRGR6HUYLoR 0XLWR%RP %RP 6LPSDWLDHDOPDQR$WHQGLPHQWRDROLHQWH %RP 5XLP 'LVS}HGH0mRGHREUD4XDOLILFDGD %RP 5D]RiYHO 'LVS}HGH,QRYDomRH7HFQRORJLD 5D]RiYHO 5XLP 'RPtQLRQDH[HFXomRGRV6HUYLoRV %RP 5XLP RUUHVSRQGHDV'~YLGDVGROLHQWH %RP 5D]RiYHO
  • 52. $7DEHODDSUHVHQWDDDYDOLDomRFULWHULRVDUHDOL]DGDFRPRVHQWUHYLVWDGRVGRV DWULEXWRVRIHUHFLGRVSRUIRUQHFHGRUHVFHUWLILFDGRVVHJXQGRD,62pREVHUYDGR FODUDPHQWHTXHRPXLWRERPREWHYHXPDIUHTrQFLDGHUHVSRVWDYDOLGDGDGH ERPREWHYHHRUD]RiYHOREWHYH'HVWHPRGRSRGHPRVFRQFOXLUTXHD TXDOLGDGHGHVHMDGDGRVDWULEXWRV³'LVS}HGHHTXLSDPHQWRVDGHTXDGRVDRVHUYLoR´ ³'LVS}H GH IDUGDPHQWRV DRV IXQFLRQiULRV´ ³'LVS}H GH (3,V DRV IXQFLRQiULRV´ ³'LVS}H GH PiTXLQDV DGHTXDGDV DR VHUYLoR´ ³XPSULPHQWR FRP SUD]RV HVWDEHOHFLGRV´ ³(ILFLrQFLD QD SUHVWDomR GR VHUYLoR´ ³(ILFiFLD QD SUHVWDomR GR VHUYLoR´³'LVS}HGHFDQDOGHFRPXQLFDomRDRFOLHQWH´³DQDOGHFRPXQLFDomRDR FOLHQWH´ ³6LPSDWLD H FDOPD QR DWHQGLPHQWR DR FOLHQWH´ ³'LVS}H GH PmR GH REUD TXDOLILFDGD´ ³'RPtQLR QD H[HFXomR GRV 6HUYLoRV´ H ³RUUHVSRQGH DV G~YLGDV GR FOLHQWH´IRUDP FRQVLGHUDGRV SHODV HPSUHVDV FRPR XP VHUYLoR ³ERP´ 2V DWULEXWRV ³XPSULPHQWRGDVSURSULHGDGHVGRVHUYLoR´H³(GXFDomRQDSUHVWDomRGRVHUYLoR´ IRUDP FRQVLGHUDGRV ³PXLWR ERP´ H VRPHQWH H VRPHQWH R DWULEXWR VH ³'LVS}H GH LQRYDomR H WHFQRORJLD´ IRL FRQVLGHUDGR GH TXDOLGDGH ³UD]RiYHO´ GR SRQWR GH YLVWD PRGDOGRVHUYLoRSHUFHELGR -i RV IRUQHFHGRUHV QmR FHUWLILFDGRV FRP ,62 RV DWULEXWRV ³'LVS}H GH HTXLSDPHQWRV DGHTXDGRV DR VHUYLoR´ ³'LVS}H GH IDUGDPHQWRV DRV IXQFLRQiULRV´ ³'LVS}H GH HSLV DRV IXQFLRQiULRV´ ³'LVS}H GH PiTXLQDV DGHTXDGDV DR VHUYLoR´ ³XPSULPHQWR FRP SUD]RV HVWDEHOHFLGRV´ ³(ILFLrQFLD QD SUHVWDomR GR VHUYLoR´ ³(ILFiFLD QD SUHVWDomR GR VHUYLoR´ ³XPSULPHQWR GDV SURSULHGDGHV GR VHUYLoR´ ³'LVS}HGHPmRGHREUDTXDOLILFDGD´H³RUUHVSRQGHDVG~YLGDVGRFOLHQWH´IRUDP REVHUYDGRVFRPRUD]RiYHOREWHQGRXPDIUHTrQFLDGH6RPHQWHRDWULEXWR (GXFDomR QD SUHVWDomR GR VHUYLoR IRL FRQVLGHUDGR FRPR ERP REWHQGR XPD FRQVWkQFLDGH2EVHUYDGRVFRPRGHTXDOLGDGHUXLPREWHQGRXPDIUHTrQFLD GHRVDWULEXWRV³'LVS}HGHFDQDOGHFRPXQLFDomRDRFOLHQWH´³RUGLDOLGDGH QDSUHVWDomRGRVHUYLoR´³6LPSDWLDHFDOPDQRDWHQGLPHQWRDRFOLHQWH´³'LVS}HGH LQRYDomRHWHFQRORJLD´H³'RPtQLRQDH[HFXomRGRVVHUYLoRV´
  • 53. $QiOLVH GDV FLQFR GLPHQV}HV GH IRUQHFHGRUHV FHUWLILFDGRV H QmR FHUWLILFDGRVVHJXQGRDQRUPD,62 3DUD DOFDQoDU R REMHWLYR GR PRGHOR 6(5948$/ D DQiOLVH H D DSUHVHQWDomR GRV GDGRV SURFXUDUDP VHJXLU DV FLQFR GLPHQV}HV DEUDQJLGDV QR TXHVWLRQiULR 6HQGR TXHDVILJXUDVDSUHVHQWDPDPHGLGDGHSRVLomRPRGDOTXHpRYDORUTXHRFRUUH FRP PDLRU IUHTXrQFLD QRV UHVXOWDGRV GDV SHUJXQWDV (VWD IRUPD IDFLOLWD D LQWHUSUHWDomRHDQiOLVHGDVUHVSRVWDVRTXHSURSRUFLRQDSRVVLELOLGDGHGHPHOKRULD GH FDGD DWULEXWR TXH LUi PHOKRUDU D TXDOLGDGH GRV VHUYLoRV RIHUHFLGRV SHORV IRUQHFHGRUHVFHUWLILFDGRVVHJXQGRDQRUPD,62 )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmR7DQJLELOLGDGH $)LJXUDDSUHVHQWDRVUHVXOWDGRVUHIHUHQWHVjWDQJLELOLGDGHGRVHUYLoRRIHUHFLGR SRUIRUQHFHGRUHVFHUWLILFDGRV 4XDQWRDRLWHPGD)LJXUDTXHDERUGDGLVSRVLomRGHHTXLSDPHQWRVDGHTXDGRV DR VHUYLoR DV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD XPDTXDOLGDGHPXLWRERD SHVR HWROHUDPQRPtQLPRXPDTXDOLGDGHERD SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV WDPEpP FRP XPD TXDOLGDGH ERD SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH
  • 54. GHVHMDGD SHOR FOLHQWH GLVSRQGR GH HTXLSDPHQWRV FRP XPD TXDOLGDGH PXLWR ERD SHVR SDUD H[HFXomR GH VXDV DWLYLGDGHV UHFRPHQGDVH TXH VH UHDOL]H D PDQXWHQomR SUHYHQWLYD GH WRGRV RV HTXLSDPHQWRV PDQXWHQomR FRUUHWLYD H VH QHFHVViULR UHDOL]H D DTXLVLomR GH QRYRV HTXLSDPHQWRV SDUD TXH VH DOFDQFH XPD TXDOLGDGHPXLWRERD SHVR VHJXQGRDSHUFHSomRGRFOLHQWHQRTXHGL]UHVSHLWR GD³TXDOLGDGHGHVHMDGD´ 4XDQWR DR LWHP GD )LJXUD TXH DERUGD D GLVSRVLomR GH IDUGDPHQWRV DRV IXQFLRQiULRVDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKD XPDTXDOLGDGHPXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHERD SHVR H DYDOLDPDTXDOLGDGHGRVHUYLoRRIHUHFLGRSRUHVVHVIRUQHFHGRUHVWDPEpPFRPXPD TXDOLGDGHERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGD SHORFOLHQWHGLVSRQGRGHIDUGDPHQWRVFRPXPDTXDOLGDGHPXLWRERD SHVR SDUD H[HFXomRGHVXDVDWLYLGDGHVUHFRPHQGDVHTXHUHQRYHRIDUGDPHQWRGHWRGRVRV IXQFLRQiULRV HP XP LQWHUYDOR GH SHUtRGR DGHTXDGR DR VHX GHVJDVWH IRUQHoD IDUGDPHQWRDGHTXDGRDH[HFXomRGHVXDVDWLYLGDGHV 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDGLVSRVLomRGH(3,VDRVIXQFLRQiULRV DVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPDTXDOLGDGH PXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR HDYDOLDPD TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH ERD SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH GLVSRQGR GH (3,V DGHTXDGRV H FRP XPD TXDOLGDGH PXLWR ERD SHVR SDUD H[HFXomRGHVXDVDWLYLGDGHVUHFRPHQGDVHTXHVHMDIRUQHFLGR(3,VDGHTXDGRVD H[HFXomRGDVDWLYLGDGHVGRVIXQFLRQiULRVTXHWRGRVRV(3,VHVWHMDPFDGDVWURQR PLQLVWpULR GR WUDEDOKR H TXH D TXDQWLGDGH IRUQHFLGD VHMD DGHTXDGD DR FRQVXPR UHDOL]DGRSHORVIXQFLRQiULRVHPXPGHWHUPLQDGRSHUtRGR 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDGLVSRVLomRGHPiTXLQDVDGHTXDGDVDR VHUYLoRDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPD TXDOLGDGH PXLWR ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH ERD SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGHERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGD SHOR FOLHQWH GLVSRQGR GH PiTXLQDV DGHTXDGDV H FRP XPD TXDOLGDGH PXLWR ERD
  • 55. SHVR SDUD H[HFXomR GR VHUYLoR UHFRPHQGDVH TXH UHDOL]H D PDQXWHQomR SUHYHQWLYDGHWRGDVDVPiTXLQDVPDQXWHQomRFRUUHWLYDHVHQHFHVViULRUHDOL]HD DTXLVLomRGHQRYDVPiTXLQDVSDUDTXHVHDOFDQFHXPDTXDOLGDGHPXLWRERD SHVR VHJXQGRDSHUFHSomRGRFOLHQWHQRTXHGL]UHVSHLWRD³TXDOLGDGHGHVHMDGD´ )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmRRQILDELOLGDGH $)LJXUDDSUHVHQWDRVUHVXOWDGRVUHIHUHQWHVjFRQILDELOLGDGHGRVHUYLoRRIHUHFLGR SRUIRUQHFHGRUHVFHUWLILFDGRV 4XDQWR DR LWHP GD )LJXUD TXH DERUGD R FXPSULPHQWR FRP SUD]RV HVWDEHOHFLGRVDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKD XPD TXDOLGDGH PXLWR ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH UD]RiYHO SHVR DYDOLDPDTXDOLGDGHGRVHUYLoRRIHUHFLGRSRUHVVHVIRUQHFHGRUHVFRPXPD TXDOLGDGHERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGD SHOR FXPSULPHQWR GH SUD]RV HVWDEHOHFLGRV UHFRPHQGDVH TXH VHMDP HODERUDGRV SURFHGLPHQWRV SDGU}HV TXH GHWHUPLQHP SUD]RV HVSHFtILFRV SDUD FDGD VHUYLoR RIHUHFLGRDRFOLHQWHHTXHHVVHVSUD]RVVHMDPPRQLWRUL]DGRVVLVWHPDWLFDPHQWH1R FDVRGRQmRFXPSULPHQWRGHDOJXPSUD]RHVSHFtILFRUHFRPHQGDVHWDPEpPTXHXP SODQRGHDomRVHMDUHJLVWUDGRSDUDTXHRRFRUULGRVHMDDQDOLVDGRFULWLFDPHQWHHXPD IXWXUDRFRUUrQFLDHYLWDGD
  • 56. 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDHILFLrQFLDQDSUHVWDomRGRVHUYLoRDV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD XPD TXDOLGDGH PXLWR ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH ERD SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH ERD SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH TXDQWR j HILFLrQFLD QD SUHVWDomR GR VHUYLoR UHFRPHQGDVH TXH QD H[HFXomR GR VHUYLoR DV SHVVRDV PDWHULDLV PiTXLQDV H HTXLSDPHQWRV VHMDP XVDGDV H DGPLQLVWUDGDV GD PHOKRU IRUPD SRVVtYHO FRP R XVR GH EDODQFHDPHQWR GH SURGXWLYLGDGHGHWRGDVDVDWLYLGDGHVGHXPDIRUPDTXHVHDWLQMDRUHVXOWDGRFRPXP PtQLPRGHSHUGDGHUHFXUVRVSRVVtYHO 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDHILFiFLDQDSUHVWDomRGRVHUYLoRDV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD XPD TXDOLGDGH PXLWR ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH ERD SHVR DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH ERD SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH TXDQWR j HILFiFLD QD SUHVWDomR GR VHUYLoR UHFRPHQGDVH TXH QD H[HFXomR GR VHUYLoR RV IRUQHFHGRUHV WHQKDP REMHWLYRV H PHWDV GHILQLGDV EHP FRPR TXH VH PRQLWRUHVHHVWHVREMHWLYRVHPHWDVIRUDPDOFDQoDGRV 4XDQWR DR LWHP GD )LJXUD TXH DERUGD R FXPSULPHQWR GDV SURSULHGDGHV GR VHUYLoRDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPD TXDOLGDGH PXLWR ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH ERD SHVR DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH PXLWR ERD SHVR 6DEHQGR TXH p LPSRUWDQWH DWHQGHU D TXDOLGDGH GHVHMDGDSHORFOLHQWHTXDQWRDRFXPSULPHQWRGDVSURSULHGDGHVGRVHUYLoR6HQGR HVWD DYDOLDGD FLHQWH H REWLGR XP QtYHO GH TXDOLGDGH PXLWR ERP 3RUWDQWR p LPSRUWDQWH TXH R QtYHO GH TXDOLGDGH VHMD PDQWLGR GHPRQVWUDQGR DR FOLHQWH FRPSURPHWLPHQWRFRPRPHVPR
  • 57. )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmR(PSDWLD $)LJXUDDSUHVHQWDRVUHVXOWDGRVUHIHUHQWHVj(PSDWLDGRVHUYLoRRIHUHFLGRSRU IRUQHFHGRUHVFHUWLILFDGRV 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDGLVSRVLomRGHFDQDOGHFRPXQLFDomR DRFOLHQWHDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPD TXDOLGDGHPXLWRERD SHVR HWROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGHERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGD SHOR FOLHQWH TXDQWR j GLVSRVLomR GH FDQDO GH FRPXQLFDomR FRP R FOLHQWH UHFRPHQGDVHTXHRVIRUQHFHGRUHVGLVSRQLELOL]HPHGLYXOJXHPDRVVHXVFOLHQWHVRV PHLRVGHFRPXQLFDomRGLVSRQtYHLV
  • 58. 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDFRUGLDOLGDGHQDSUHVWDomRGRVHUYLoR DVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPDTXDOLGDGH PXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR HDYDOLDPD TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH ERD SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH TXDQWRjFRUGLDOLGDGHQDSUHVWDomRGRVHUYLoRUHFRPHQGDVHTXHRVIRUQHFHGRUHV SUHSDUHP RV VHXV FRODERUDGRUHV GH WDO IRUPD TXH HVWHV WUDWHP RV FOLHQWHV FRP IUDQTXH]DDPHQLGDGHHFRPSUHHQVmRUHVSHLWDQGRHVROXFLRQDQGRFRQIOLWRV )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmRRPSUHHQVmR $)LJXUDDSUHVHQWDRVUHVXOWDGRVUHIHUHQWHVjRPSUHHQVmRGRVHUYLoRRIHUHFLGR SRUIRUQHFHGRUHVFHUWLILFDGRV 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDHGXFDomRQDSUHVWDomRGRVHUYLoRDV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD XPD TXDOLGDGH PXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR DYDOLDPD TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH PXLWR ERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGDSHORFOLHQWH TXDQWRjHGXFDomRQDSUHVWDomRGRVHUYLoRRPHVPRIRLDYDOLDGRSHORFOLHQWHFRP
  • 59. XP QtYHO GH TXDOLGDGH PXLWR ERP 1R HQWDQWR p LPSRUWDQWH PDQWHU HVVH QtYHO GH TXDOLGDGHGHPRQVWUDQGRDRFOLHQWHFRPSURPHWLPHQWRFRPRPHVPR 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDVLPSDWLDHFDOPDQRDWHQGLPHQWRDR FOLHQWHDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPD TXDOLGDGHPXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGHERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGD SHOR FOLHQWH TXDQWR j VLPSDWLD H FDOPD QR DWHQGLPHQWR DR FOLHQWH UHFRPHQGDVH TXHRVIRUQHFHGRUHVSUHSDUHPVHXVFRODERUDGRUHVFRPDWLWXGHVHPRGRVGHDJLUD HVWHV WHUHP XPD SRVWXUD GH DWHQGLPHQWR VDWLVIDWyULD 2V FRODERUDGRUHV SUHFLVDP HQWHQGHUTXHRVHXYHUGDGHLURSDSHOpFRPSUHHQGHUHDWHQGHUDVQHFHVVLGDGHVGRV FOLHQWHVPDQWHQGRXPHVWDGRGHHVStULWRSRVLWLYRSURILVVLRQDOVLPSOHVKXPLOGHH EHPKXPRUDGR )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmR6HJXUDQoD $)LJXUDDSUHVHQWDRVUHVXOWDGRVUHIHUHQWHVj6HJXUDQoDGRVHUYLoRRIHUHFLGR SRUIRUQHFHGRUHVFHUWLILFDGRV
  • 60. 4XDQWR DR LWHP GD )LJXUD TXH DERUGD D GLVSRVLomR GH PmR GH REUD TXDOLILFDGD DV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD XPDTXDOLGDGHPXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHERD SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV 6DEHQGR GD LPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGDSHORFOLHQWHTXDQWRjGLVSRVLomRGH PmR GH REUD TXDOLILFDGD UHFRPHQGDVH TXH VH GHWHUPLQH FRPR REMHWLYR GD RUJDQL]DomRDTXDOLILFDomRGHVXDPmRGHREUDSHULyGLFDVXJHULVHWDPEpPTXHD PmRGHREUDVyHVWHMDGLVSRQtYHODRFOLHQWHTXDQGRHVWDHVWLYHUGHYLGDPHQWHFRP LQVWUXo}HVGHWUDEDOKRHGHPDLVGRFXPHQWRVTXHRULHQWHPVHXVFRODERUDGRUHVSRLV pPXLWRLPSRUWDQWHSDUDREWHQomRGHXPERPUHVXOWDGR 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDGLVSRVLomRGHLQRYDomRHWHFQRORJLD DVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPDTXDOLGDGH PXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR HDYDOLDPD TXDOLGDGHGRVHUYLoRRIHUHFLGRSRUHVVHVIRUQHFHGRUHVFRPXPDTXDOLGDGHUD]RiYHO SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH TXDQWRjGLVSRVLomRGHLQRYDomRHWHFQRORJLDUHFRPHQGDVHTXHRVIRUQHFHGRUHV LQRYHP FDGD YH] PDLV VHXV SURFHVVRV DSOLFDQGR H GHVHQYROYHQGR QRYDV PHWRGRORJLDV GH PHOKRULD FRQWtQXD H LQYLVWDP FDGD YH] PDLV HP WHFQRORJLD GH PiTXLQDVHHTXLSDPHQWRVTXHRULJLQHPUHVXOWDGRVFDGDYH]PDLVVDWLVIDWyULRVSDUD VHXV FOLHQWHV 5HFRPHQGDVH WDPEpP DRV IRUQHFHGRUHV TXH PXLWR PDLV GR TXH ID]HUDVFRLVDVGHPDQHLUDGLIHUHQWHLQRYHPSDUDFULDUXPQHJyFLRVXVWHQWiYHOSDUD RWLPL]DUHP VHXV SURFHVVRV H ID]HUHP R PHVPR JDVWDQGR PHQRV H FRP PDLV TXDOLGDGH 4XDQWRDRLWHPGD)LJXUDTXHDERUGDRGRPtQLRQDH[HFXomRGRVVHUYLoRVDV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD XPD TXDOLGDGH PXLWR ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH ERD SHVR DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH ERD SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH TXDQWRDRGRPtQLRQDH[HFXomRGRVVHUYLoRVUHFRPHQGDVHTXHRVIRUQHFHGRUHVVH HVSHFLDOL]HPFDGDYH]PDLVQDVXDiUHDGHDWXDomR
  • 61. 4XDQWRDRLWHPGD)LJXUDTXHDERUGDRIDWRGHFRUUHVSRQGHUDVG~YLGDVGR FOLHQWHDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPD TXDOLGDGHPXLWRERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGHERD SHVR 6DEHQGRGDLPSRUWkQFLDHPDWHQGHUDTXDOLGDGHGHVHMDGD SHOR FOLHQWH TXDQWRDRIDWR GH FRUUHVSRQGHU DV G~YLGDV GR FOLHQWH UHFRPHQGDVH TXHDRUJDQL]DomRSDGURQL]HHGRFXPHQWHWRGDVDVVXDVDWLYLGDGHVHVHXVUHJLVWURV VHMDPPDQWLGRVDVVLPFRPRDVSURSULHGDGHVGRSURGXWRRXVHUYLoRRIHUHFLGRVDR FOLHQWHHVWHMDPEHPGHILQLGDVHVXDVLQIRUPDo}HVGLVSRQtYHLV $QiOLVHGDVFLQFRGLPHQV}HVGHIRUQHFHGRUHVQmRFHUWLILFDGRV )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmR7DQJLELOLGDGH $)LJXUDDSUHVHQWDRVUHVXOWDGRVUHIHUHQWHVjWDQJLELOLGDGHGRVHUYLoRRIHUHFLGR SRUIRUQHFHGRUHVQmRFHUWLILFDGRV 4XDQWRDRLWHPGD)LJXUDTXHDERUGDGLVSRVLomRGHHTXLSDPHQWRVDGHTXDGRV DR VHUYLoR DV HPSUHVDV GHVHMDP TXH D TXDOLGDGH GHVWH VHUYLoR RIHUHFLGR WHQKD
  • 62. XPDTXDOLGDGHERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH UD]RiYHO SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGDSHORFOLHQWHGLVSRQGRGHHTXLSDPHQWRVFRPXPDTXDOLGDGHERD SHVR H SDUD H[HFXomR GH VXDV DWLYLGDGHV UHFRPHQGDVH TXH VH UHDOL]H D PDQXWHQomR SUHYHQWLYDGHWRGRVRVHTXLSDPHQWRVPDQXWHQomRFRUUHWLYDHVHQHFHVViULRUHDOL]H DDTXLVLomRGHQRYRVHTXLSDPHQWRVSDUDTXHVHDOFDQFHXPDTXDOLGDGHERD SHVR VHJXQGRDSHUFHSomRGRFOLHQWHQRTXHGL]UHVSHLWRD³TXDOLGDGHGHVHMDGD´ 4XDQWR DR LWHP GD )LJXUD TXH DERUGD D GLVSRVLomR GH IDUGDPHQWRV DRV IXQFLRQiULRVDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKD XPDTXDOLGDGHERD SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR H DYDOLDPDTXDOLGDGHGRVHUYLoRRIHUHFLGRSRUHVVHVIRUQHFHGRUHVWDPEpPFRPXPD TXDOLGDGH UD]RiYHO SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGDSHORFOLHQWHGLVSRQGRGHIDUGDPHQWRVFRPXPDTXDOLGDGHERD SHVR SDUDH[HFXomRGHVXDVDWLYLGDGHVUHFRPHQGDVHTXHVHUHQRYHRIDUGDPHQWRGH WRGRV RV IXQFLRQiULRV HP XP LQWHUYDOR GH SHUtRGR DGHTXDGR DR VHX GHVJDVWH IRUQHoDIDUGDPHQWRDGHTXDGRjH[HFXomRGHVXDVDWLYLGDGHV 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDGLVSRVLomRGH(3,VDRVIXQFLRQiULRV DVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPDTXDOLGDGH ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH UD]RiYHO SHVR H DYDOLDP D TXDOLGDGHGRVHUYLoRRIHUHFLGRSRUHVVHVIRUQHFHGRUHVFRPXPDTXDOLGDGHUD]RiYHO SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGD SHOR FOLHQWH GLVSRQGRGH(3,VDGHTXDGRVHFRPXPDTXDOLGDGHERD SHVR SDUDH[HFXomRGH VXDVDWLYLGDGHVUHFRPHQGDVHTXHVHMDIRUQHFLGR(3,VDGHTXDGRVDH[HFXomRGDV DWLYLGDGHV GRV IXQFLRQiULRV TXH WRGRV RV (3,V HVWHMDP FDGDVWUR QR PLQLVWpULR GR WUDEDOKRHTXHDTXDQWLGDGHIRUQHFLGDVHMDDGHTXDGDDRFRQVXPRUHDOL]DGRSHORV IXQFLRQiULRVHPXPGHWHUPLQDGRSHUtRGR
  • 63. 4XDQWRDRLWHPGD)LJXUDTXHDERUGDDGLVSRVLomRGHPiTXLQDVDGHTXDGDVDR VHUYLoRDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKDXPD TXDOLGDGH ERD SHVR WROHUDP QR PtQLPR XPD TXDOLGDGH UD]RiYHO SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD TXDOLGDGH UD]RiYHO SHVR 6DEHQGR GD LPSRUWkQFLD HP DWHQGHU D TXDOLGDGH GHVHMDGDSHORFOLHQWHGLVSRQGRGHPiTXLQDVDGHTXDGDVHFRPXPDTXDOLGDGHERD SHVR SDUD H[HFXomR GR VHUYLoR UHFRPHQGDVH TXH UHDOL]H D PDQXWHQomR SUHYHQWLYDGHWRGDVDVPiTXLQDVPDQXWHQomRFRUUHWLYDHVHQHFHVViULRUHDOL]HD DTXLVLomR GH QRYDV PiTXLQDV SDUD TXH VH DOFDQFH XPD TXDOLGDGH ERD SHVR VHJXQGRDSHUFHSomRGRFOLHQWHQRTXHGL]UHVSHLWRD³TXDOLGDGHGHVHMDGD´ )LJXUD±5HVXOWDGRGD3HVTXLVDQD'LPHQVmRRQILDELOLGDGH $ )LJXUD DSUHVHQWD RV UHVXOWDGRV UHIHUHQWHV j FRQILDELOLGDGH GR VHUYLoR RIHUHFLGRSRUIRUQHFHGRUHVQmRFHUWLILFDGRV 4XDQWR DR LWHP GD )LJXUD TXH DERUGD R FXPSULPHQWR FRP SUD]RV HVWDEHOHFLGRVDVHPSUHVDVGHVHMDPTXHDTXDOLGDGHGHVWHVHUYLoRRIHUHFLGRWHQKD XPDTXDOLGDGHUD]RiYHO SHVR WROHUDPQRPtQLPRXPDTXDOLGDGHUD]RiYHO SHVR H DYDOLDP D TXDOLGDGH GR VHUYLoR RIHUHFLGR SRU HVVHV IRUQHFHGRUHV FRP XPD