Análise dos Indicadores de Desempenho Operacionais e de Qualidade do Serviço Prestado utilizados no Porto de Salvador

Abstract

The intense business dynamism that exists in the globalized world gives a commercial port the responsibility of improving the speed and quality of its operations, thus contributing to the development of trade between countries. In order to identify, measure and evaluate the organizational systems and production processes in the port area, it is essential that performance measurement systems be implemented, which directly aid decision making by managers. This paper aims to analyze the performance indicators used in the Port of Salvador, evaluating which are the most important to subsidise the top management action plans, besides suggesting indicators for implementation. Data was collected, the indicators were calculated and some analyzes were presented, which helped in the definition of mitigation strategies regarding the negative aspects mapped and in the identification of expansion zones for the Port area of Salvador. The methodology used in this article was the bibliographic survey and case study. As a conclusion, it was verified that there is a high level of interdependence among the indicators, but that the methodology fulfills the purpose of evaluating the performance of ports, allowing a series of analyzes that indicate the possible causes for the problems verified.