Purpose: This paper aims to conduct case studies in companies of different branches of the agribusiness sector to analyze the degree of adherence to lean production system, considering the use of techniques and tools, and how the specificities of the agribusiness system work.Design/methodology/approach: By contributing to the refinement of the theory, multiple type case studies were conducted in eight agribusiness units from different branches by applying structured interviews, on-site visits and document analysis. The comparative analysis of the cases occurred focusing on the degree of adherence to lean production system; use of techniques and tools; and influence of the specificities of agribusiness systems.Findings: The adoption of lean production system occurs as an improvement mechanism of organizational performance. However, it is necessary to advance in the formalization of the actions, which need to encourage the creation of new leaders who spread the organizational philosophy. When comparing the degree of adherence to lean production with the use of techniques and tools, it was observed that there is no direct relationship, indicating that each organization should select only the techniques and tools that will improve their own organizational performance. At last, the specific characteristics of seasonality of consumption, quality and health surveillance and sociological aspects of the food have high influence on surveyed agribusiness systems, and its effects can be minimized by the techniques and tools associated with lean production system.Research limitations/implications: The analysis is valid for the universe investigated due to the specific characteristic of the case study.Originality/value: The literature regarding the lean production philosophy is vast; however, the agribusiness segment, one of the major sectors of the global economy, features a large gap in literature. This study is one of the first original papers to report this reality.

Purpose: This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.Design/methodology/approach: 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.Findings: 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.Practical implications: 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.Social implications: 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.Originality/value: 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.

The launching of biofuel vehicles in 2003 led to ethanol demand increase and a new phase of expansion of sugarcane cultivation in Brazil. Although the increase in area of production and the quantity of sugarcane produced have been very important to Brazilian agribusiness, the recent agricultural productivity rate has slowed. In this context, this article analyzed the factors that influence the growth rate of sugarcane productivity in the regions of new agricultural expansions, specifically in the states of Mato Grosso do Sul and Goias. For the collection and data analysis, we used bibliographical and documentary research. The shift-share method was used to analyze the evolution of sugarcane production, through the decomposition of this variable into two factors: area effect and productivity effect. The results show that the increase in production in the region under analysis was mainly due to the incorporation of new planting areas and not to an increase in productivity. In addition, structural factors have negatively impacted crop performance. The analysis indicates that there is a slow rhythm of sugarcane fields’ renovation and the adoption of old varieties. Although the mechanization index is high in the studied regions, difficulties of technological adaptation still provide deficiency in the agricultural performance of sugarcane.

Purpose: Six Sigma program is an approach currently adopted by many companies, which involves a highly disciplined and guided process, in which applications of many different tools and techniques aim at generating a cycle of continuous improvement. In this sense, a survey‐based research was conducted in a developing country from which the aim of this paper is to identify and analyse the tools and techniques used in the stages of the DMAIC.Design/methodology/approach: The paper presents parts of the results of a descriptive survey conducted by a postal questionnaire answered by more than 60 Six Sigma users. Specific results of tools and techniques applied in Six Sigma are compared with those prescribed in the literature.Findings: The results confirm the use of Six Sigma tools and techniques suggested by the literature. It also points out that Six Sigma needs to be supported by measurable and reliable data, and thus that the use of tools and techniques is indispensable to the use of the DMAIC.Research limitations/implications: This is not a probabilistic survey and, therefore, the generalisation is not feasible.Practical implications: The paper may assist either academic and practitioners when teaching, researching and applying tools and techniques in Six Sigma.Originality/value: This paper is one of the few published studies that report tools and techniques applied in Six Sigma programme in developing countries.

This paper presents an innovative experience involving students and professors from diverse backgrounds and regions that was designed to integrate corporate sustainability (CS) knowledge into undergraduate programs. An action research approach was adopted, with the course running over one semester. The course involved 146 students with diverse academic backgrounds from universities across Brazil along with eight professors from Brazil, Chile, and South Africa. The proposed approach provides actionable insights into the integration of sustainability concepts in the higher educational setting, thereby contributing to the development of a more environmentally and socially conscious generation of professionals. The learning outcomes are discussed in the light of the Sustainable Development Goal (SDG) Agenda, particularly SDG 7 (affordable and clean energy), SDG 9 (industry, innovation, and infrastructure), and SDG 13 (climate action). In addition, it is important to highlight that the dissemination of the course’s key features can be useful for universities, professors, and researchers engaged in training future professionals capable of addressing real-world problems of innovation and sustainability. By employing an action research methodology and fostering collaboration among students and professors with diverse academic backgrounds and from different countries, including Brazil, Chile, and South Africa, this paper presents a multiregional and interdisciplinary perspective that sets it apart from conventional practices. The emphasis on providing actionable insights and its potential applicability for universities, professors, and researchers involved in training future professionals further underscore its distinctive contribution to education for sustainable development.

Purpose: Over recent the past decades, integrated management systems (IMS) have emerged as one of the major tasks for practising managers and the academic community. In this context, this paper aims at identifying relevant practices related to an IMS in an organisation that belongs to the sugar cane and ethanol agricultural industrial sector in Brazil.Design/methodology/approach: A review of mainstream literature on IMS is conducted followed by case‐based research used as the methodological approach. Data were gathered through a questionnaire as well as face‐to‐face semi‐structured interviews. The analysis was done a posteriori to construct the case description and perform the analysis.Findings: Issues that motivated the IMS implementation were identified. The paper also highlights the difficulties experienced and benefits accrued during implementation. The existence of a previous quality management system facilitated the implementation of the IMS. Nevertheless, a longitudinal study is desirable to assess further results in the long term.Research limitations/implications: This work is limited to a single unit of analysis. Therefore, empirical replications in other samples are needed to validate current findings.Originality/value: This is one of the first known studies to investigate the implementation of an IMS in a manufacturing unit that produces sugar and ethanol.