A institucionalização de práticas, ferramentas e processos na gestão de serviços e operações no turismo: um estudo em museus de Juiz de Fora

Abstract

Tourism is a complex and unique phenomenon that stimulates many economies globally. Its development, as well as that of the players in its production chain, is essential if the production process is to be suited to the scenario and the target audience. Operations management arises precisely as a way of making the chain and the processes more effective and efficient, leaving the product with greater added value and reducing possible expenses and non-essential resources. Institutional Theory, on the other hand, places the socially constructed structural part in the context of the institution as a way of complementing the analysis of the processes. In this way, the combination of these studies is a differential in management, because it reconciles the functional and analytical perspectives in understanding organizations. Museums are one of the components of the tourism system and, like this system, deserve attention in terms of their management, since it is possible to identify operational gaps and underutilization of the potential of museum institutions. With the aim of diagnosing management practices in museums in Juiz de Fora and identifying possible ways of improving management, a documentary, lexical and field study was carried out to achieve the research objective. Therefore, first a survey was carried out to identify which of the city's 21 museums had a museum plan, the most complete and ideal management tool for a museum, then a documental and lexical analysis was carried out on four selected museums, which made it possible to see that even though they had a management tool, it was not complete and up-to-date in all cases. A questionnaire was carried out with the public (whether they lived in the city or not) and with museum employees, which made it possible to understand the current perception of museums from different perspectives. Interviews were also carried out with the managers in order to understand a little about the institution's management and scenario. Among the results, the shortage of financial and human resources was highlighted. In the end, it was possible to infer that the operations management practices of the city's museums are incipient and in the most advanced cases there is still room for improvement. The application of the Production Planning and Control system was pointed out as a way of boosting museum management in order to achieve a more satisfied visitor and a more favorable set of actors and factors for tourism in the city.