Flexibilidade em operações: estudo das táticas utilizadas na organização de eventos

Abstract

Events are of great importance to the Brazilian population, either because of their impact on the countrys economy as well as because it is a form of leisure and cultural access. Nevertheless, still onlya few papers study the use of management techniques in this kind of service. Taking these facts into consideration, this study aims to compare the strategies and tactics used by event organizers to deal, through flexibility, with the risks in the service delivery. In order to do that, a multiple case study was carried out with six Brazilian event organizers entities. Then, a research of explanatory character and qualitative nature was carried out through structured interviews with the entities and documentary research from the final reports of events realized by them. The analysis of the data showed that there is an interrelation between some of the risks presented during the event execution, thus allowing theformation of four groups of risk. From these, it was possible to understand which types of flexibilities are used to deal with problems occurring during service delivery. By relating the risks to the flexibilities, it was understood that there was no type of flexibility in the researched literature related to changes in the internal infrastructure for the provision of the service. Therefore, a new kind of flexibility was proposed: internal infrastructure flexibility. Finally, the study found a large influence of the event organizers in the response to the risks present in this kind of service, which can be justified due to the great divergence present in the events.