Diagnosis of Sustainable Performance and Improvement Proposals

This research was carried out in a private intercity passenger transportation company by bus, with the objective of diagnosing its sustainable performance within the framework of organizational risk management. This research made it possible to identify, evaluate and prioritize the critical organizational risks in the economic, environmental, social and legal spheres present in the intercity passenger transportation process. As a result of the analysis of economic costs, the identification of environmental aspects, labor hazards, service quality failure modes and legal non-compliance associated with the process, improvements were proposed and preventive measures were developed in the form of an action plan to ensure the management of the most influential risks for the organization. A sustainable investment project was also formulated to improve the perceived quality of the transportation service and meet the client's needs and expectations.