Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

Aplicação do método de análise hierárquica na tomada de decisão para adoção de computação em nuvem: um estudo de caso na federação das indústrias do RN

The progresses of the Internet and telecommunications have been changing the concepts of Information Technology IT, especially with regard to outsourcing services, where organizations seek cost-cutting and a better focus on the business. Along with the development of that outsourcing, a new model named Cloud Computing (CC) evolved. It proposes to migrate to the Internet both data processing and information storing. Among the key points of Cloud Computing are included cost-cutting, benefits, risks and the IT paradigms changes. Nonetheless, the adoption of that model brings forth some difficulties to decision-making, by IT managers, mainly with regard to which solutions may go to the cloud, and which service providers are more appropriate to the Organization s reality. The research has as its overall aim to apply the AHP Method (Analytic Hierarchic Process) to decision-making in Cloud Computing. There to, the utilized methodology was the exploratory kind and a study of case applied to a nationwide organization (Federation of Industries of RN). The data collection was performed through two structured questionnaires answered electronically by IT technicians, and the company s Board of Directors. The analysis of the data was carried out in a qualitative and comparative way, and we utilized the software to AHP method called Web-Hipre. The results we obtained found the importance of applying the AHP method in decision-making towards the adoption of Cloud Computing, mainly because on the occasion the research was carried out the studied company already showed interest and necessity in adopting CC, considering the internal problems with infrastructure and availability of information that the company faces nowadays. The organization sought to adopt CC, however, it had doubt regarding the cloud model and which service provider would better meet their real necessities. The application of the AHP, then, worked as a guiding tool to the choice of the best alternative, which points out the Hybrid Cloud as the ideal choice to start off in Cloud Computing. Considering the following aspects: the layer of Infrastructure as a Service IaaS (Processing and Storage) must stay partly on the Public Cloud and partly in the Private Cloud; the layer of Platform as a Service PaaS (Software Developing and Testing) had preference for the Private Cloud, and the layer of Software as a Service - SaaS (Emails/Applications) divided into emails to the Public Cloud and applications to the Private Cloud. The research also identified the important factors to hiring a Cloud Computing provider

A gestão de empreendimentos da agricultura familiar e os impactos para a sustentabilidade: um estudo de caso na rede xique xique

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

A influência do modelo de triplice hélice no grau de maturidade de inovação: um estudo de caso em empresas participantes do projeto PRÓ-INOVA/NAGI no estado do RIO GRANDE DO NORTE

Public investments in the development of innovation in the country, either through the rigging of public universities, either through public announcements of the promotion, increased dramatically in recent years. To analyze the efficiency and effectiveness of the use of public resources is especially in times of austerity, essential for the development of a country. In this context, this research aims to identify the influence of public investments to promote innovation in the degree of maturity of innovative companies in the state of the RN. Another goal is to identify the regional influence from the installation site - capital or countryside, in the performance of the companies studied in the degree of innovation. The theoretical basis of the understanding of the scope of the concept of innovation and its determination for the purposes of this study. Typology, degree of innovation, evaluation methodologies and mechanisms to support innovation : Still on the theme of innovation additional concepts that help the reader to a greater understanding, such as are presented. Following is approached conceptualization of the triple helix, highlighting the concepts advocated by Etzkowitz and Leydesdorff, Salomon and Silva and Ipiranga, Freitas and Paiva, among others. With regard to methodological aspects, we propose a descriptive, exploratory and explanatory research quantitative and qualitative approach with the target audience group of companies served by INOVA PRO- NAGI design - multi-institutional action from a public resource called FINEP promotes the development of innovative companies in the State of Rio Grande do Norte - in 2013. The research should provide reflection and understanding of the influence of public investment in innovation, which by means of qualitative predictive variables associated with quantitative method to explain which variables are significant variations in the degree of maturity of enterprises studied

Estratégia de gestão ambiental baseada nos princípios da produção mais limpa : um estudo de caso focado no segmento da carcinicultura

The objective of this scientific article is to introduce the opportunities of implementation of cleaner production (CP) in a shrimp culture farm. The methodology used for this was exploratory research implemented in a production unit located in the Northeast Brazil. The scientific article approaches since generic aspects of the technique about the management to use water, energy and the effluent characterization of this productive activity. It discusses quantitative aspects, environmental questions and chances of P+L during the productive process phases. The results points to input economy in the form of feed, soil correctives, medicines, and energy applied to the process, which range from 4% to 27%, emphasizing the small profit should be viewed as a source of considerable environment return. The authors conclude for the adoption property of this technique in this agribusiness segment, point out to the management importance of the input dosage in the quality of the final effluent, besides the adoption of a physical-chemistry remediation mechanism to the residual of Sodium metabissulphite used in the process of shrimp caught

Influência dos modelos digitais de terreno na modelagem de circulação hidrodinâmica 2DH: um estudo de caso

Digital Elevation Models (DEM) are numerical representations of a portion of the earth surface. Among several factors which affect the quality of a DEM, it should be emphasized the attention on the input data and the choice of the interpolating algorithm. On the other hand, several numerical models are used nowadays to characterize nearshore hydrodynamics and morphological changes in coastal areas, whose validation is based on field data collection. Independent on the complexity of the physical processes which are modeled, little attention has been given to the intrinsic bathymetric interpolation built within the numerical models of the specific application. Therefore, this study aims to investigate and to quantify the influence of the bathymetry, as obtained by a DEM, on the hydrodynamic circulation model at a coastal stretch, off the coast of the State of Rio Grande do Norte, Northeast Brazil. This coastal region is characterized by strong hydrodynamic and littoral processes, resulting in a very dynamic morphology with shallow coastal bathymetry. Important economic activities, such as oil exploitation and production, fisheries, salt ponds, shrimp farms and tourism, also bring impacts upon the local ecosystems and influence themselves the local hydrodynamics. This fact makes the region one of the most important for the development of the State, but also enhances the possibility of serious environmental accidents. As a hydrodynamic model, SisBaHiA® - Environmental Hydrodynamics System ( Sistema Básico de Hidrodinâmica Ambiental ) was chosen, for it has been successfully employed at several locations along the Brazilian coast. This model was developed at the Coastal and Oceanographical Engineering Group of the Ocean Engineering Program at the Federal University of Rio de Janeiro. Several interpolating methods were tested for the construction of the DEM, namely Natural Neighbor, Kriging, Triangulation with Linear Interpolation, Inverse Distance to a Power, Nearest Neighbor, and Minimum Curvature, all implemented within the software Surfer®. The bathymetry which was used as reference for the DEM was obtained from nautical charts provided by the Brazilian Hydrographic Service of the Brazilian Navy and from a field survey conducted in 2005. Changes in flow velocity and free surface elevation were evaluated under three aspects: a spatial vision along three profiles perpendicular to the coast and one profile longitudinal to the coast as shown; a temporal vision from three central nodes of the grid during 30 days; a hodograph analysis of components of speed in U and V, by different tidal cycles. Small, but negligible, variations in sea surface elevation were identified. However, the differences in flow and direction of velocities were significant, depending on the DEM

Objetivos e conteúdos no ensino de física para adultos: um estudo de caso

The dissertation presents the learning, production and results of a study with a group of adult students of a high school level class in a night time public school at the Zona Oeste district of Natal-RN. As a teacher of Physics of these adult students, whose age is between 17 and 65 years, we felt the need to deepen our knowledge about the specifics of these students and build ways of teaching which would lead to a more significant educational process beside them. Among these ways of teaching, we emphasize, first, the performance of an extra-class activity that triggered the students' oral narratives about their life stories. Such narratives have led us to prioritize, as goals of teaching: socialization and the rescue of the search for a permanent learning, self-esteem and skills development to promote the exercise of autonomy. The students' previous contacts with the country life showed to be extremely significant for their memories and motives, suggesting the theme "Nature" to be adopted as a matrix for generative themes to be adopted during the teaching and learning moments with them. Considering these results, we construct a teaching proposal for continued work with the class, with which we chose the "Climate" as a guiding theme of this proposal, here presented and analyzed. In addition to a movement between problematizations developed in a thematic framework - through the initial questions of the students -, and those in a more conceptual approach - that we induced -, we have adopted as central methodological aspect the use of oral and written language, both as an exercise of dialogue, Freire's perspective, such as a structural element of cognitive processes, the perspectives of Vygotsky and Bakhtin. The development of the proposal was registered by audio and teacher and students´ regular written records, for 1 month and a half. As positive outcomes of the proposal, we emphasize the changing attitudes of students, showing a significant increase of their initiative in participating of the classes, besides a creative and critical use of arguments during the situations studied

Caracterização estatística de processos sísmicos via Distribuição Generalizada de Pareto. Estudo de caso: João Câmara-RN

The work is to make a brief discussion of methods to estimate the parameters of the Generalized Pareto distribution (GPD). Being addressed the following techniques: Moments (moments), Maximum Likelihood (MLE), Biased Probability Weighted Moments (PWMB), Unbiased Probability Weighted Moments (PWMU), Mean Power Density Divergence (MDPD), Median (MED), Pickands (PICKANDS), Maximum Penalized Likelihood (MPLE), Maximum Goodness-of-fit (MGF) and the Maximum Entropy (POME) technique, the focus of this manuscript. By way of illustration adjustments were made for the Generalized Pareto distribution, for a sequence of earthquakes intraplacas which occurred in the city of João Câmara in the northeastern region of Brazil, which was monitored continuously for two years (1987 and 1988). It was found that the MLE and POME were the most efficient methods, giving them basically mean squared errors. Based on the threshold of 1.5 degrees was estimated the seismic risk for the city, and estimated the level of return to earthquakes of intensity 1.5°, 2.0°, 2.5°, 3.0° and the most intense earthquake never registered in the city, which occurred in November 1986 with magnitude of about 5.2º

O Desenvolvimento local sustentável no semi-árido nordestino: um estudo de caso na comunidade de mirandas, Caraúbas/RN

Brazil s semi-arid region is an immense territory characterized by a mosaic of natural environments and human settlements. Inside this multifaceted framework, there are problems that are specific to the region (the water resources situation, for example) while others are more universal (such as the inequality between men and women). The circumstances that give rise to these problems are complex and require a holistic view so that our understanding can go beyond the simple concept that this is a problem region . The semi-arid must be perceived as a viable area in need of a new analysis, taking into account its successes, limitations, challenges and the strategic public policy framework that guarantees its sustainable development. The dissertation analyzes, from a sustainable local development perspective, the experience of the Northeastern Brazil Groundwater Project (PROASNE), carried out from 2001 to 2003, in partnership with the Waters and Sewers Company of Rio Grande do Norte (CAERN) in the rural community of Mirandas, municipality of Caraúbas/RN, situated in the middle of the northeastern Brazil semi-arid region

Incrustação em poço produtor de petróleo e gás natural: um estudo de caso

Water and gas is a common by - product of the oil production process. Production may be compromised by the precipitation of inorganic salts in both the reservoir and producing well, through scale formation. This precipitation is likely the cause of the formation damage. High temperatures and h igh pressures (HTHP) may favor the precipitation of insoluble salts. The most common types of scale in oil fields are calcium carbonate and calcium sulphate, strontium and barium sulphate. New types of scale formation have attracted special attention such as zinc sulphide and lead. This precipitation may occur in the pores of reservoir rocks, in the production string and in equipment, causing obstructions and consequent production losses. In this study, the influence of well depth on incrustation compositio n was investigated to design removal treatments and assess the behavior of these deposits along the string, through the analysis of pressure and temperature. Scale residues were recovered from the inside of the production string of an oil and gas well duri ng the string removal operation. A total of 10 samples from different depths (15.4 m to 4061.5 m) were obtained. Initially a dissolution test was conducted in weak acid, similar to that used in removal operations with this type of scale formation. Majority composition was defined and confirmed by dissolution tests using X - Ray Fluorescence Spectroscopy (XRF), X - Ray Diffraction (XRD) and Scanning Electron Microscope (SEM) techniques. Residues with distinct characteristics were observed in different proportion s, showing a tendency toward increased and/or decreased mass with depth. In the samples closest to the surface, typical sandstone residues were found, with calcium (45% Ca) as the metal of highest concentration. The obtained results indicate correlations o f the scale types studied with the depth and, consequently, with the thermodynamic conditions of pressure and temperature.

Avaliação de impactos não esperados: estudo de caso sobre o uso alternativo de crédito no Pronaf B

This Doctoral Dissertation deals with the evaluation of impacts, through the Case Study on deviations or redirects present in contracts Pronaf B, at Governador Mangabeira - BA , from 2011 to 2013. From the questioning about the expected impacts not contribute to the effectiveness of the program ? It was possible the measurement of the hypothesis that the effectiveness of unexpected impacts stems from the logic of family farming, unique socio-economic conditions of individuals and family units. The methodology is structured in the theoretical framework regarding the impact assessment and family farming, data collection, questionnaires among redirected contracting credit in PRONAF B and interviews with institutional actors involved . The results confirmed the existence of a logic family farm, able to take own decisions their mode of reproduction of life. As for the impact assessment, we added the importance of the unexpected in the evaluation of public policy impacts , while study of effectiveness with the beneficiaries and the significant contribution of their views.

Metodologia para implantação de um sistema de disposição de rejeitos em minério de ferro na região do semiárido: estudo de caso

Tailings dams are structures that aims to retain the solid waste and water from mining processes. Its analysis and planning begins with searching of location for deployment, step on which to bind all kinds of variables that directly or indirectly influence the work, such as geological, hydrological, tectonic, topographic, geotechnical, environmental, social characteristics, evaluation security risks, among others. Thus, this paper aims to present a study on the most appropriate and secure type of busbar to design a layout structure of iron ore tailings, taking into account all the above mentioned variables. The case study involves the assessment of sites for location of dams of tailings disposal beneficiation of iron mine to be built in Bonito, in the municipality of Jucurutu in Seridó Potiguar. For site selection among alternatives, various aspects of the current state of the art were considered, one that causes the least environmental impact, low cost investment, adding value to the product and especially the safety of the implanted structure mitigates the concern about induced earthquakes as a result of liquefaction wastes somatized by dams in the region, as the tilling of Mina Bonito is located practically in the hydraulic basin dam Armando Ribeiro in environmental protection (APA). The methodology compares induced by dams in the semiarid region with the characteristics of the waste disposal and sterile seismicity, taking into account the enhancement of liquefaction by the action of seismicity in the Mina Bonito region. With the fulcrum in the methodology, we indicated the best busbar type for disposal of tailings from iron ore or combination of them, to be designed and built in semiarid particularly for Mina Bonito. Also presents a number of possible uses for the tailings and in engineering activities, which may cause processing to the common good.

A tematização do espaço público e a economia criativa local: estudo de caso a partir do "maior São João do mundo", em Campina Grande-PB

The thematization of public space in the ―Maior São João do Mundo‖ in Campina Grande - PB stimulates the economy and the local tourism from the transformation of a common public space in a setting that has the traditional June festivals based. To do so, contributes to promotion of existing creative sectors in the city and the design of a new city that is projected from the festivities of São João. In this research we propose to determine the influence of the thematization of public space in the local economy, particularly in creative sectors present in the ―Maior São João do Mundo‖ and assess their importance for the development of local creative economy. We chose the case study, from an ethnographic approach, using different research techniques such as participant observation, semi-structured interviews with open questions and the analysis of social representations of respondents. The methodology used is mixed because it involves qualitative and quantitative data. We could notice at the end of this research, the thematization of public space in the ―Maior São João do Mundo‖ is the main reference factor for the event, stimulating the local economy and changing the city's image in three levels: political, economic and social. Also realize that the thematization of public space is the key binding factor between the creative sectors as well as between them and the related activities. All these sectors serve as a link between the products and services, creating a harmonic whole that transforms the city's image, stimulates the economy, promotes social inclusion, cultural integration and keeps the ―Maior São João do Mundo‖ as a traditional event in the tourist calendar regional and national.

Avaliação da usabilidade e da arquitetura da informação do site do Instituto do Cérebro da UFRN: um estudo de caso com base nas opiniões dos usuários da instituição

The objective of the current piece of research presents was draw up a list of recommendations for the site of the Instituto do Cérebro da Universidade Federal do Rio Grande do Norte, with an emphasis on fault identification in usability and information architecture, through the application of design techniques with users of the institution. From the use of the following techniques: Cardsorting, applied to a group of six people as target public, such as professor, administrative technicians and graduate student of the institution; Interviews, carried out with the director of the Instituto do Cérebro, secretaries of the undergraduate and graduate courses; Cooperative Evaluation applied in two ways: in group and individually. The evaluation in group was fulfilled in four sessions that occurred with a group composed of six people who are part of the technical staff of the Instituto do Cérebro. In the Individual Cooperative Evaluation, eight users (graduate students and administrative technicians of the Instituto do Cérebro da UFRN) performed tasks which are frequently fulfilled by users from the public target in the site of the Instituto do Cérebro. After each session of the Individual Cooperative Evaluation, a questionnaire of the user´s satisfaction was used about his or her perception in regard to the site usability and utility of the mentioned institute site. Therefore, it was concluded that, by means of the analysis of the results and the triangulation of the obtained data in each one of the techniques applied with the users, in the present piece of research, problems were verified, among others; all related to the unsuitable use of the interface elements, navigation, labeling of some menu terms, and still, the lack of search space and integration with the social networks – besides the lack, positioning and inappropriate formatting of information that would be of high relevance to the users. Finally, a list of recommendations is presented and this can be used in a future interface redesign with the goal to improve the information architecture and the usability of the site of the Instituto do Cérebro da Universidade Federal do Rio Grande do Norte.

A utilização da pesquisa operacional para o gerenciamento dos leitos em um hospital particular: estudo de caso baseado em simulação computacional

The hospital is a place of complex actions, where several activities for serving the population are performed such as: medical appointments, exams, surgeries, emergency care, admission in wards and ICUs. These activities are mixed with anxiety, impatience, despair and distress of patients and their families, issues involving emotional balance both for professionals who provide services for them as for people cared by them. The healthcare crisis in Brazil is getting worse every year and today, constitutes a major problem for private hospitals. The patient that comes to emergencies progressively increase, and in contrast, there is no supply of hospital beds in the same proportion, causing overcrowding, declines in the quality of care delivered to patients, drain of professionals of the health area and difficulty in management the beds. This work presents a study that seeks to create an alternative tool that can contribute to the management of a private hospital beds. It also seeks to identify potential issues or deficiencies and therefore make changes in flow for an increase in service capacity, thus reducing costs without compromising the quality of services provided. The tool used was the Computational Simulation –based in discrete event, which aims to identify the main parameters to be considered for a proper modeling of this system. This study took as reference the admission of a private hospital, based on the current scenario, where your apartments are in saturation level as its occupancy rate. The relocation of project beds aims to meet the growing demand for surgeries and hospital admissions observed by the current administration.