Abstract

This paper deals with the Pareto Analysis of problems observed and criticized by clients in a hotel establishment in the municipality of Porto Velho, capital of the State of Rondônia. The general objective of the research is to study the use of Pareto Analysis in these problems that annoy the clients; (1), to group the data in descending order of frequency and to calculate the cumulative values (2), and indicating innovation for managerial control through a tool for Pareto Analysis in a dynamical way (3). The methodology of the qualitative-quantitative approach, of an exploratory nature, is adopted; the bibliographic survey and the field research are applied in support of the case study. Through the database system that the company under study possesses, the data necessary to be used in the Pareto Analysis are obtained, completing the first specific objective; the grouping of these data in descending order of absolute frequency, the calculation of the cumulative values, the preparation of the Pareto Diagram and the analysis carried out successfully completed the second specific objective; and finally the study is finished with the creation of a tool that allows a more dynamic analysis of the scenario in which the company is inserted, as a proposal of innovation for the institution to perform its practical and dynamic analyzes, useful in decision making. This study is a contribution of the academy to managers who work with complex decisions in hotel or related establishments interested in customer satisfaction.

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