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This paper aims to: analyze the challenge of health services fragmentation; present the attributes of integrated health service delivery networks (IHSDNs); review lessons learned on integration; examine recent developments in selected countries; and discuss policy implications of implementing IHSDNs.

A literature review, expert meetings, and country consultations (national, subregional, and regional) in the Americas resulted in a set of consensus‐based essential attributes for implementing IHSDNs. The analysis of 11 country case studies on integration allowed for the identification of lessons learned.

Studies suggest that IHSDNs could improve health systems performance. Principal findings include: integration processes are difficult, complex, and long term; integration requires extensive systemic changes and a commitment by health workers, health service managers and policymakers; and, multiple modalities and degrees of integration can coexist within a system. The public policy objective is to propose a design that meets each system's specific organizational needs.

The analysis presented in this paper is qualitative.

Some policy implications for implementing IHSDNs are presented in the paper.

The research and evidence on integration remains limited. The paper expands the knowledge‐base on the topic, presenting lessons learned on integration and recent developments in selected countries, which can support integration efforts in the region.

The purpose of this paper is to analyze the difficulties observed during implementation of quality management systems (QMSs) in Brazilian manufacturing companies.

The methodological strategy used was a literature review, a panel of experts and a survey. Through the literature review, 15 difficulties associated with the implementation of QMS were raised; these were organized into latent variables by specialists in the subject and served as the basis for a survey. In total, 123 professionals working with quality management in manufacturing companies participated in the research and the data collected were analyzed by means of second-order confirmatory factorial analysis.

The results allowed the validation of the 15 difficulties observed in the literature, and it was evidenced that these difficulties are structured in four latent variables as follows: difficulties associated with employees; difficulties associated with QMS structuration; difficulties associated with integration; and difficulties resulting from the planning.

The main limitation of this research is the sample size, because 123 professionals that work with quality management in manufacturing companies participated in the research. It should be noted, however, that all parameters evaluated through the second-order confirmatory factorial analysis were validated.

The findings have great value for both quality management professionals, who may use those findings to guide the pre-implementation phase of a QMS, and researchers, who may use those findings as a foundation for future studies, in the development of models or tools related to QMS implementation.

No other paper was found on the scientific basis with the same focus for Brazilian manufacturing companies, thus demonstrating originality. The value of the research lies in the fact that the results presented here, statistically validated, may be used by other researchers and market professionals.

This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.

A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.

The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.

Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.

The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.

This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.

Considering the high impacts caused by manufacturers on sustainability, this research aims to analyse how Brazilian manufacturing companies deal with sustainability issues. To do this, sustainability parameters are analysed to verify possible improvement opportunities.

This research uses Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) and grey relational analysis (GRA) to analyse data from a survey with Brazilian professionals regarding aspects of sustainability in Brazilian manufacturers. The average score levels and the ranking of these aspects are evaluated.

Through the analysis performed, it was possible to verify that manufacturers in Brazil still have a long path to travel in the search for sustainability. Comparatively, it was observed that practices related to local communities received the lowest scores, on average. In contrast, on average, practices related to productivity and efficiency, occupational accidents and diseases, and compliance with environmental legislation received the highest scores.

The results presented in this paper show that there are several improvement opportunities to be sought by Brazilian manufacturing companies regarding sustainability aspects. Particular attention should be given to local community practices. Besides companies, policymakers can also use this analysis to guide their future actions, encouraging manufacturing companies to better support the local community. Researchers can use the instrument of analysis (TOPSIS and GRA) to analyse other realities and compare them with the findings presented.

The analysis of Brazilian manufacturing companies’ reality regarding sustainability practices and considering a model based on Global Reporting Initiative (GRI) and Brazilian Institute of Corporate Governance (IBGC) is novel in the literature. The use of TOPSIS and GRA, as well as comparing their findings, generated interesting insights for companies, policymakers and researchers. The analysis presented shows the need for more significant concern for local communities and can be used to support further debates and action plans to minimise this gap.

Product development process (PDP) in the context of Industry 4.0 may present several marketing implications. To understand these implications, the purpose of this study is to identify the benefits and difficulties of Industry 4.0 related to the PDP and its impact in marketing strategies and operations.

The methodology used to perform this research was a systematic literature review. For this, five steps were followed, namely, research question formulation; studies location; studies selection and evaluation; analysis and synthesis; and reporting and use research results.

The systematic literature review considering PDP in Industry 4.0 context resulted in 28 benefits and 14 difficulties, in a total of 53 articles. From the analysis of these benefits and difficulties, several implications for marketing were identified, namely, better understand customer preferences; greater agility in marketing decision-making; better align marketing, product development and operations processes issues; better understand product/service lifecycle; analyze possibilities of new ways of distribution and communication channels; better define the value of products and services and location requirements.

The findings presented here can be used both by market professionals, interested in the subject and by researchers for future studies. The better understanding of PDP in the context of Industry 4.0 can enhance marketing strategies for market professionals and provide insights for researchers. No similar studies were found in the literature.

This study aims to analyze the difficulties observed in the management of three hydroelectric turbine projects developed by a large multinational company in the metal-mechanic segment, identifying those most critical.

Through a bibliographic search, difficulties throughout project management were identified. These difficulties were used as a research protocol to carry out three case studies in a hydroelectric turbine manufacturer. The projects selection aimed to contemplate different characteristics to encompass the diversity of their typologies. Data were analyzed through content analysis technique and the difficulties were ordered via Grey Relational Analysis (GRA).

Qualitative data analysis provided specific insights regarding the characteristics of each project. When analyzing the difficulties of hydroelectric turbine projects management via GRA, it is observed that those difficulties most evidenced were related to integration and communication, suppliers management and objectives definition.

The main contribution of this research lies in the sector under analysis. The literature about hydroelectric turbine projects is scarce. In addition, no similar studies were found in the literature.

This article aims to evaluate the integration level of a quality management system (QMS) and an environmental management system (EMS) in a tire manufacturer and propose a guide to evaluate the integration of these systems in companies.

The methodological strategies used in this research were literature review; and case study, with interviews to verify professionals' perception about benefits from integration. Data from interviews were analyzed through Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS).

The results showed that the studied company has a simple level of integration, observing only some low intensity benefits. Thus, it was recommended that the company partially integrate its management systems (MSs) before evolving into something more complex. The literature and the findings of case study were used as basis for proposing a guide to evaluate MS integration.

Lessons learned throughout the study and the suggested guide can support other companies to assess the integration level of their QMS and EMS. Thus, the findings presented here can be useful for researchers and managers.

The main objective of this study is to analyze internal audit processes performed by Brazilian companies considering ISO 19011:2018 guidelines.

The methodological strategy used was a survey conducted with professionals who assist audit processes of Brazilian companies from different segments. Eight main aspects presented by ISO 19011:2018 were evaluated, and data were analysed through fuzzy technique for order of preference by similarity to ideal solution (TOPSIS). These aspects were ranked, and it was possible to identify those most critical.

Three aspects that are evidenced as critical in the study are as follows (1) to correctly establish the objectives to be achieved and the extension of internal audits program; (2) to correctly assess risks and opportunities that can affect internal audits implementation, defining actions for better results and (3) to monitor, critically analyze and improve the internal audit program.

This study has an exploratory character, and the information presented here can be useful for market professionals and researchers interested in the subject. No similar study was found in the literature.

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of politics in the construction of hegemonies in SEA research in Brazil. In particular, we examine the role of hegemony in relation to the co-option of SEA literature and sustainability in the Brazilian context by the logic of development for economic growth in emerging economies. The methodological approach adopts a post-structural perspective that reflects Laclau and Mouffe’s discourse theory. The study employs a hermeneutical, rhetorical approach to understand and classify 352 Brazilian research articles on SEA. We employ Brown and Fraser’s (2006) categorizations of SEA literature to help in our analysis: the business case, the stakeholder–accountability approach, and the critical case. We argue that the business case is prominent in Brazilian studies. Second-stage analysis suggests that the major themes under discussion include measurement, consulting, and descriptive approach. We argue that these themes illustrate the degree of influence of the hegemonic politics relevant to emerging economics, as these themes predominantly concern economic growth and a capitalist context. This paper discusses trends and practices in the Brazilian literature on SEA and argues that the focus means that SEA avoids critical debates of the role of capitalist logics in an emerging economy concerning sustainability. We urge the Brazilian academy to understand the implications of its reifying agenda and engage, counter-hegemonically, in a social and political agenda beyond the hegemonic support of a particular set of capitalist interests.