Uma contribuição à avaliação dos impactos da gestão de estoque na satisfação e fidelização pós-vendas de clientes de concessionárias de automóveis : um estudo empírico em Natal-RN

This paper aims to conduct a study to evaluate and measure the possible impact that the unavailability of spare parts can have on customer satisfaction for car dealerships in the post-sales. A theoretical-conceptual review on the subject of satisfaction and loyalty, on the backdrop of the reality of the automobile market, allowed the construction of a research tool dedicated to collect opinions of car owners, to allow an analysis empirical relationship between the availability of parts, repairs or scheduled service possible, and change or stay on the mark on the occasion of change of vehicle. 236 forms were applied to car owners in the city of Natal / RN. The results obtained in this survey allowed the identification of the unavailability of parts as a significant factor, among others, the motivation for the customer to switch brands. Collaterally, we could also conclude that the dynamics of change in marks, whatever its motivation, is reflected in the perceived positions of the different brands as the market share both in strictly quantitative terms and in terms of relative positioning, with significant changes in the ranking of consumer preferences for different brands available

Aplicando análise de envoltória de dados -DEA à avaliação de desempenho acadêmico: um estudo em programas de pós-graduação em engenharia mecânica e produção no Brasil

This Master of Science Thesis deals with applying DEA (Data Envelopment Analysis) to the academic performance evaluation of graduate programs in Brazil, exploring it on a Mechanical and Production Engineering Program 2001-2003 data. The data used is that of the national assessment carried by CAPES, the governmental body in charge for graduate program assessment and certification. It is used the CCR output oriented DEA model, the CCR-Output with Assurance Region, and Window Analysis. The main findings are first that the CCR has the concerning problem of zero values of weights of outputs that is not appropriate in a sense that a graduate program has the higher efficiency score zeroing some output (e.g., number of academic papers published). Secondly, the Assurance Region method proved useful. Third, the Window Analysis also gave some light to the consistency of the performance in the time frame analysed. Also, the analysis results in the understanding that the Mechanics and Production Engineering should not be assessed jointly like currently applied by CAPES and rather should be assessed in its own field separately. Finally, the result of the DEA analysis showed some serious inconsistencies with the CAPES method. Graduate programs considered excellent has got low performance score and vice versa. This Thesis provides a strong argument in order to use DEA at least as a complimentary methodology for graduate program performance evaluation in Brazil

Desenvolvimento de um protótipo para alimentação de pós para aspersão térmica em tocha de plasma

The nanometric powders have special features that usually result in new properties, originating applications or expanding them in various fields of knowledge. Because having a high area/volume ratio, phenomena such as superficial strength of adsorption becomes greater than the weight of the powder which makes more difficult its handling. The high power of agglomeration of these powders requires study and development of equipments to enable its management into the plasma torch. The objective of this work is to develop a powder feeder which can solve the mainly problems about insertion of powder into the thermal spray developed in the laboratory of plasmas, which are carried out with plasma torch arc not transferred (plasma spray). Therefore, it was made a aluminum s powder feeder and tests were performed to verify their operation and determine its rate of deposition by spraying powders of niobium pentoxide (Nb2O5) and titanium dioxide (TiO2) with particle sizes less than 250 mesh (<0.063 mm). We used masses of 0.5 g - 1.0 g and 1.5 g of each powder in tests lasting 15 seconds - 20 to 25 seconds for each mass. The tests were performed in two ways: at atmospheric pressure using argon gas with a flow of 9 l / min as carrier gas and through a Venturi pipe also using argon gas with a flow of 9 l / min as carrier gas and with a flow of 20 l/min as the feed gas passing through the Venturi pipe. The powder feeder developed in this paper is very easy to be handling and building, resulting in feeding rate of 0.25 cm3/min - 1.37 cm3/min. The TiO2 showed higher feeding rates than the Nb2O5 in all tests, and the best rates were obtained with tests using mass 1.5 g and time of 15 seconds, reaching feeding rate of 1.37 cm3/min. The flow of feed had low interference in feeding rate during the tests

Obtenção de pós de Nb a partir da redução aluminotérmica com ignição por plasma

The aluminothermic reduction consists in an exothermic reaction between a metallic oxide and aluminum to produce the metal and the scum. The extracted melted metal of that reaction usually comes mixed with particles of Al2O3 resulting of the reduction, needing of subsequent refine to eliminate the residual impure as well as to eliminate porosities. Seeking to obtain a product in powder form with nanometric size or even submicrometric, the conventional heat source of the reaction aluminothermic , where a resistor is used (ignitor) as ignition source was substituted, for the plasma, that acts more efficient way in each particle of the sample. In that work it was used as metallic oxide the niobium pentoxide (Nb2O5) for the exothermal reaction Nb2O5 + Al. Amounts stoichiometric, substoichiometric and superestoichiometric of aluminum were used. The Nb2O5 powder was mixed with aluminum powder and milled in planetarium of high energy for a period of 6 hours. Those powders were immerged in plasm that acts in a punctual way in each particle, transfering heat, so that the reaction can be initiate and spread integrally for the whole volume of the particle. The mixture of Nb2O5 + Al was characterized through the particle size analysis by laser and X-ray diffraction (DRX) and the obtained product of reaction was characterized using the electronic microscopy of sweeping (MEV) and the formed phases were analyzed by DRX. Niobium powders with inferior sizes to 1 mm were obtained by that method. It is noticed, through the analysis of the obtained results, that is possible to accomplish the aluminothermic reduction process by plasma ignition with final particles with inferior sizes to the original oxide

Diagnóstico de plasma de cátodo oco: análise da ação de plasma de argônio e Ar-H2 para a deposição de filmes finos de titânio em pós-descarga

Plasma DC hollow cathode has been used for film deposition by sputtering with release of neutral atoms from the cathode. The DC Plasma Ar-H2 hollow cathode currently used in the industry has proven to be effective in cleaning surfaces and thin film deposition when compared to argon plasma. When we wish to avoid the effects of ion bombardment on the substrate discharge, it uses the post-discharge region. Were generated by discharge plasma of argon and hydrogen hollow cathode deposition of thin films of titanium on glass substrate. The optical emission spectroscopy was used for the post-discharge diagnosis. The films formed were analyzed by mechanical profilometry technique. It was observed that in the spectrum of the excitation lines of argon occurred species. There are variations in the rate of deposition of titanium on the glass substrate for different process parameters such as deposition time, distance and discharge working gases. It was noted an increase in intensity of the lines of argon compared with the lines of titanium. Deposition with argon and hydrogen in glass sample observed a higher rate deposition of titanium as more closer the sample was in the discharge

Diagnóstico de descarga de cátodo oco de ar e pós-descarga Ar N2 por espectroscopia de emissão óptica e espectrometria de massa

Many applications require that the plasma discharge is produced apart from the surface to be processed, thus preventing damage caused by bombardment and/or plasma radiation. In the post-discharge regime in various applications thermally sensitive materials can be used. In this work, active species produced by discharge and post-discharge hollow cathode were diagnosed by optical emission spectroscopy and mass spectrometry. The discharge was produced with the gases Ar and Ar - N2 gas flow ranging from 1 to 6 cm3/min and electric current between 150 to 600 mA. It was estimated that the ion density inside the hollow cathode, with 2 mm diameter ranged between 7.71 and 14.1 x 1015 cm-3. It was observed that the gas flow and the electric current changes the emission intensity of Ar and N2 species. The major ionic species detected by quadrupole mass spectrometry were Ar+ and N2+. The ratio of optical emission intensities of N2(1 +)/Ar(811 nm) was related to the partial pressure of N2 after the hollow cathode discharge at low pressure

Desenvolvimento de um secador spray para obtenção de pós finos de precursores de nióbio

This work presents a spray-dryer designed to oxalate-niobate precursors and suitable for the production of Niobium Carbide. The dryer was intended to produce powders of controlled particle size. First, the precursor is dissolved in water to produce a solution of known concentration and then it is atomized on the spray-dryer to produce the powder. This equipment consists of a 304 stainless steel chamber, 0.48 m x 1.9 m (diameter x length), with a conical shape at the lower portion, which is assembled on a vertical platform. The chamber is heated by three 4 kW electrical resistances. In this process, drying air is heated as it flows inside a serpentine surrounding the chamber, in contrary to more traditional processes in which the hot drying air is used to heat the component. The air enters the chamber at the same temperature of the chamber, thus avoiding adherence of particles on the internal surface. The low speed flow is concurrent, directed from the top to the bottom portion of the chamber. Powders are deposited on a 0.4 m diameter tray, which separates the cylindrical portion from the conical portion of the chamber. The humid air is discharged though a plug placed underneath the collecting tray. A factorial experimental planning was prepared to study the influence of five parameters (concentration, input flow, operation temperature, drying air flow and spray air flow) on the characteristics of the powders produced. Particle size distribution and shape were measured by laser granulometry and scanning electronic microscopy. Then, the powders are submitted to reaction in a CH4 / H2 atmosphere to compare the characteristics of spray-dried powders with powders synthetizided by conventional methods

Utilização de membranas no pós-tratamento de esgotos para reuso do permeado e aproveitamento do concentrado

The use of membrane filters in the post-treatment of sewage has been increasingly employed to obtain water quality, applicable to various forms of reuse. Despite the advantages presented using the permeate membranes, such as saving water and reducing water pollution, the concentrate generated in the process ends up being an inconvenience to the deployment of this technology due to lack of sustainable solutions for their management. Thus, the main objective of this research was to evaluate the use of membranes for microfiltration, ultrafiltration, nanofiltration and reverse osmosis concentrated in agriculture, using it as liquid fertilizer. The permeated membranes were also assessed in order to identify activities in which they could be reused. Five configurations were established from four types of membranes, so that each configuration represents a different system. The tests were conducted in batch mode, with triplicate for each configuration. The results indicated that permeated the microfiltration and ultrafiltration can be used in urban areas, in non-potable uses. Have the nanofiltration permeate can be reused in the industry, replacement cooling towers, and other non -potable uses required in the manufacturing unit. The permeate obtained in reverse osmosis met the intended uses for nanofiltration as well as the standards required for boiler feed, adding alkalizing being required to raise the pH to the recommended value. Concentrates generated in nanofiltration and reverse osmosis can be availed as liquid fertilizer in agriculture, but they must be diluted in the irrigation water, in order to adjust the salt concentration allowed for the least tolerant crops patterns

Educação científica no contexto pós-ontológico: por uma concepção plural de conhecimento e educação

The development of this work arises from the research of sociological and philosophical characters contemplating also other approaches which aims to answer the followingquestions: what is the responsibility of science teaching for the image one has about science? ; which scientific education should be designed for nowadays? . After considering the assumptions brought along by rationalism and the criticisms to the illuminist model proposed by sociology and philosophy of science, as well by the biology of the knowing process, going through discussions concerning post-modernity issues, one is given to understand that the image of science has become the central point of discussion in the last hundred years, including what concerns the area of science teaching, and that practically none of those discussions really reached natural science classes indeed. We adopt the term postontological to characterize the recent proposals on philosophy and sociology, because we evaluate that this term allows a better identification of the scientific realism crisis, which supports the existence of an ontological domain which science, and only science, is able to understand. One notices that the general public is not aware of those discussions, mainly if they are science teachers and students. So we believe that discussing the logic in which science is structured, the new understandings concerning the scientific undertaking, especially those of an externalist character, and the relationship between science and society, all of this contributes to build up a science teaching which contemplates a reflective contribution, besides allowing the inclusion of the study of other epistemologies in the educational practice. We argue that a revisionist posture seems to be the most appropriate for the contemporary scientific education, contemplating, besides the teaching of the usual science contents, discussions on the issues involving that knowledge, as well as respecting epistemologies alternative to the modern Western scientific one, in order one can work on the perception of local knowledge generated from other epistemological bases. We describe here practical activities we did involving teachers (short-term courses) and high-school students in an inland school in the Rio Grande do Norte state, in Brazil, as a way to demonstrate the possibility of interventions which can take those conceptions, discussions and changes to the classroom

A formação pós-graduada em ensino de ciências naturais e matemática de docentes do IFRN: implicações na atuação docente

This research part of the educational context of the Federal Rio Grande do Norte, through the resumption of legal frameworks that characterize it as an institution belonging to the Federal Network of Professional Education and Technology Brazilian, with a focus on continued education policies for the servers who work there specifically teachers, especially those who have their work in the Teaching of Natural Science and Mathematics. To do this the cut in an agreement between the IFRN and UFRN PPGECNM through the professional master's degree Teaching of Natural Sciences and Mathematics. This agreement as we have research collaborators 08 master teachers who graduated in the period 2004 to 2010, so we undertook a qualitative and quantitative research aimed to conduct the study in general terms of description and analysis of the impacts caused by the formation of masters IFRN in PPGECNM UFRN, taking into account the production of the same academic (dissertation), his performance in the context of the institution and the historical, social, economic and political aspects involved, and also meet the guidelines of the project at the Observatory in 2008 - MEC / CAPES / BSD-P. We used the theoretical options methodological elements of Comprehensive Interview and multireferentiality, our data collection instrument was the main interview, we also performed the analysis of dissertations by lecturers and teachers featured, from the specific descriptors used in catalogs USP / IFUSP (1992, 1996) and UNICAMP / FE / CEDOC (1998) and by other researchers. In analyzing and understanding the speech of the interviewees were able to identify the implications of teacher education in the school context, the motivation to seek the Master; how was the construction of the object of study of the educational product and its use in teaching practice and intervention, the question of the role of master teachers in the school environment to the post master taking into account changes in professional performance and influence in the working groups, how does the use of research and investigation in the classroom after training and between training and educational quality in the context of IFRN. In reading and analysis of the dissertations were able to identify the main focus and under-explored thematic focus as well as the theoretical methodological references. At the end of the research developed a product that could be used for technical analysis studies and assessment in quantitative terms the results achieved by the master teachers IFRN through his training in PPGECNM UFRN

Relações entre mídia e lazer:o capitalismo, os meios e a apropriação do tempo livre nas sociedades industrial e pós-industrial

This research aims to understand the relationship between media, capitalism and ownership of free time for leisure practices in industrial societies and postindustrial. Searching is thus a conceptual framework that takes into account the kind of ideology that naturalizes the relationship of leisure with the foundations of contemporary media, and the media only with leisure, forgetting their insertion in the labor and industrial relations in society. We intend to demonstrate that every mode of production, in the capitalist system, entails a mode of reproduction. Methodologically, this is a first approximation, from theoretical concerns already performed, constituting a theoretical research, bibliographic and descriptive character. The results of the text drives us to the conclusion that the work and leisure spheres tend to be less and less differentiated, since both remain as activities of product management with the same intellective protocols, based on information and communication technology, and that accordingly, the media favors an expansion of productive activity even during leisure time

Sloterdijk e o lugar do homem no humanismo pós-metafísico

This work starts from the principle that the word humanism has been currently used to advocate certain behaviors or ways of acting which had been constituted for more than 2500 years, mainly in what refers to the most basic human values, which are clearly validated without any questioning. Humanism has been seen continually as a stone of civility touch. Thus, in 1999, the philosopher Peter Sloterdijk presented a conference in Baviera entitled Rules for the Human Zoo, whose subtitle was clear that it dealt with an answer to Martin Heidegger s text Letter on Humanism, basically showing that civility is necessarily bound to human domestication. So, the present work is split in three chapters. The first one aims to set the cultural and metaphysical bases of humanism. The second one will adopt an approach about what we will call epistolary humanism and its corollaries. Besides, in the third chapter, we will compose theoretical statements to the Heideggerian criticism against humanism and the post humanist contemporary proposition, as well as about the anthropotechnics. We can state that these two elements are considered as anthropological fundamentals of humanism and post humanism, and by understanding their mentioned historical relationship from their biological and ontological assumptions. Therefore, this work, which has been presented here, when it tries to map humanism under the theoretical influence of Sloterdijk, it distinguishes itself precisely by realizing the coherence with which he aims at diagnosing the directions of the contemporary humanism

Estudos de sinterização da mistura de pós cerâmicos diatomita-titânia

This work is part of an effort of consolidation of a daily search for powder technology at the Department of Physics of the Universidade Federal do Rio Grande do Norte. This work objective the study and development of new ceramic materials from raw materials abundant at the region. For this, were studied ceramic mixtures of powders from diatomite-titania to aiming at a new ceramic material from powder technology. The experimental work involved a characterization of ceramic powders from a diatomite-titania mixture. The powders obtained were pressed and then parameters like variation of mass, linear shrinkage, activation energy and the mechanism of sintering are studied in function of the time and temperature of sintering, beyond microstructural analysis. The obtained results allow us estimate the optimizing of sintering conditions of this material

Efeitos da eletroestimulação percutânea na incontinência urinária e qualidade de vida pós-prostatectomia: registro de seis casos

Introduction: Radical prostatectomy surgery is the best treatment currently adopted by detecting prostate cancer. The urinary incontinence is one more common and difficult to treat postoperative complications, which causes a negative impact on quality of life of the individual prostatectomy . The surface electrical nerve stimulation involves the transmission of electrical impulses from an external stimulator for peripheral nerve through surface electrodes attached to skin. It is an easy and efficient technique, widely used for pain relief, rehabilitation and muscle strengthening. Objective: To analyze the effect of T10-L2 percutaneous electrical stimulation, in individuals with urinary incontinence who underwent radical prostatectomy by the laparoscopic technique. Methods: Six patients had previously undergone radical prostatectomy were submitted to 20 sections of surface electrical stimulation with frequency of 4 Hz, pulse width of 1ms during 20 minutes. All subjects fillid a quality of life - International Consultation on Incontinence Questionnaire- Short FormI - ICIQ-SF questionnaire evaluating. Results: Results showed reduction in the use of the number of pads, number of leaks before and after treatment, and reduced voiding frequency and consequent improvement in quality of life. No side effects were reported. Conclusion: Percutanous electrical stimulation in T10-L2 may be an effective technique to treat urinary incontinence (UI) after radical prostatectomy video laparoscopy

Em nome da cidade vencida: a São Luís republicana em José do Nascimento Moraes (1889 1920)

Cette dissertation a pour but d´analyser la ville de São Luís do Maranhão pendant la Première Republique, d´après le roman Vencidos e Degenerados, de José do Nascimento Moraes, publié en 1915. À partir des rapports entre l´Histoire et la Littérature, nous nous intéressons à la façon dont l´auteur écrit l´histoire d´une ville qui, après la fin de l´esclavage et l´installation de la Republique, conserve des anciens préjugés de race et reste plongée dans l´immobilité economique. Le roman fait partie d´un ensemble d´oeuvres scientifiques et littéraires d´une géneration connue sous le nom de Novos Atenienses (nouveaux athéniens), laquelle discutait la crise économique et culturelle vécue par le Maranhão au tournant des XIXe et XXe siècles. Le discours formulé par les nouveaux-athéniens comprennait des eléments nostalgiques associés au culte des lettres envisageant la conquête de la réconaissance littéraire et le désir d´adapter la ville de São Luis aux modèles de progrès et modernisation de la période républicaine. Dans ce contexte, Moraes introduit les thèmes liés à la discrimination raciale qui demerait après la fin de l´esclavage, qu´il considérait un obstacle au progrès de la capitale de Maranhão, et aussi la cause des pérsecutions littéraires dont il était victime. On a analisé le roman en cherchant compreendre les rapports entre les individus et les rapports qui´ils entretienent avec les spaces de la ville, à partir de questions d´ordre littéraire, raciale et urbaine. En guise de conclusion, la narration de l´oeuvre est dévellopée de façon que la ville, peuplée de gens de couleurs, sert à legitimée l´oeuvre littéraire de Moraes, dont le nom a été oublié dans les principaux cercles littéraires de la capitale pendant la période examinée