Ramos, Rubens Eugênio BarretoPizzato, Leonardo da Costa2014-12-172014-12-112014-12-172007-07-26PIZZATO, Leonardo da Costa. Performance improvement and ISO 9000: a study on brazilian hotels on thje perspective of Balanced Scorecard. 2007. 89 f. Dissertação (Mestrado em Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações) - Universidade Federal do Rio Grande do Norte, Natal, 2007.https://repositorio.ufrn.br/jspui/handle/123456789/15109This Thesis deals with the performance improvement on hotels that have adopted the ISO 9000 Quality Management Systems. It is researched the Brazilian hotels that have an ISO 9001 registration with an assessment form based on the Balanced Scorecard approach. The main findings are that ISO 9000 provided improvement on the performance of the hotels in general and also in all the BSC perspectives, and that are different perception on managers and directors, what suggests a need for a tool like BSC to register the performance improvements on the same basis. The Thesis contributes to provide information on the performance improvement in hotels, one of the claimed regarding the low ISO 9000 adoption rate in Brazilian hotelsapplication/pdfAcesso AbertoGestão de qualidadeDesempenho estratégicoISO 9000Balanced ScorecardHotelQuality managementStrategic managementISO 9000Balanced ScorecardHotelsmasterThesisCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO