Gestão da satisfação e fidelidade do cliente : um estudo dos fatores que influenciam na satisfação e fidelidade dos clientes corporativos de telefonia celular

The competition in the telecommunications industry has grown in Brazil since the privatization, forcing companies that are active in the market to a growing commitment to quality products and services in order to survive. In this context, this work aims to understand the main factors that influence the degree of satisfaction exists in respect of a mobile operator with its corporate customers. The research covered theoretical concepts and analytical models of quality management system and models of indices related to the measurement of customer satisfaction. For the field research was carried out in a practical application of the main approaches based on this thesis by a case study in corporate segment, through a questionnaire applied to 10 consultants and 40 corporate customers of that company. Comparing the results of research with the consultants and corporate clients there is the concern of respondents to the indicators that comprise the constructs of customer satisfaction, commitment calculated, the price index and the handling of complaints, denoting the dissatisfaction of the general assessment for corporate customers with the carrier, against its current expectations. It is concluded that the mobile operator of the telecommunications industry have a big challenge, after ten years of privatization and consequently the period of rapid expansion of customer base and with the depleted, retain corporate customers as highly strategic, thus avoiding that migrate to other companies. We emphasize the need for further research and analysis of different approaches through research and using the same models to specifically evaluate and measure customer satisfaction of mobile enterprise, to adjust the model to the national market. Finally, we suggest the creation of an effective customer loyalty program with a strategy of relationship and specific to the corporate sector of mobile telephony

Mapeamento de ambientes estruturados com extração de informações geométricas através de dados sensoriais

The objective of this thesis is proposes a method for a mobile robot to build a hybrid map of an indoor, semi-structured environment. The topological part of this map deals with spatial relationships among rooms and corridors. It is a topology-based map, where the edges of the graph are rooms or corridors, and each link between two distinct edges represents a door. The metric part of the map consists in a set of parameters. These parameters describe a geometric figure which adapts to the free space of the local environment. This figure is calculated by a set of points which sample the boundaries of the local free space. These points are obtained with range sensors and with knowledge about the robot s pose. A method based on generalized Hough transform is applied to this set of points in order to obtain the geomtric figure. The building of the hybrid map is an incremental procedure. It is accomplished while the robot explores the environment. Each room is associated with a metric local map and, consequently, with an edge of the topo-logical map. During the mapping procedure, the robot may use recent metric information of the environment to improve its global or relative pose

Um sistema de visão para navegação robusta de uma plataforma robótica semi-autônoma

Large efforts have been maden by the scientific community on tasks involving locomotion of mobile robots. To execute this kind of task, we must develop to the robot the ability of navigation through the environment in a safe way, that is, without collisions with the objects. In order to perform this, it is necessary to implement strategies that makes possible to detect obstacles. In this work, we deal with this problem by proposing a system that is able to collect sensory information and to estimate the possibility for obstacles to occur in the mobile robot path. Stereo cameras positioned in parallel to each other in a structure coupled to the robot are employed as the main sensory device, making possible the generation of a disparity map. Code optimizations and a strategy for data reduction and abstraction are applied to the images, resulting in a substantial gain in the execution time. This makes possible to the high level decision processes to execute obstacle deviation in real time. This system can be employed in situations where the robot is remotely operated, as well as in situations where it depends only on itself to generate trajectories (the autonomous case)

Mapeamento robótico 2,5-D com representação em grade de ocupação-elevação

This work introduces a new method for environment mapping with three-dimensional information from visual information for robotic accurate navigation. Many approaches of 3D mapping using occupancy grid typically requires high computacional effort to both build and store the map. We introduce an 2.5-D occupancy-elevation grid mapping, which is a discrete mapping approach, where each cell stores the occupancy probability, the height of the terrain at current place in the environment and the variance of this height. This 2.5-dimensional representation allows that a mobile robot to know whether a place in the environment is occupied by an obstacle and the height of this obstacle, thus, it can decide if is possible to traverse the obstacle. Sensorial informations necessary to construct the map is provided by a stereo vision system, which has been modeled with a robust probabilistic approach, considering the noise present in the stereo processing. The resulting maps favors the execution of tasks like decision making in the autonomous navigation, exploration, localization and path planning. Experiments carried out with a real mobile robots demonstrates that this proposed approach yields useful maps for robot autonomous navigation

Mapeamento com Sonar Usando Grade de Ocupação baseado em Modelagem Probabilística

In this work, we propose a probabilistic mapping method with the mapped environment represented through a modified occupancy grid. The main idea of the proposed method is to allow a mobile robot to construct in a systematic and incremental way the geometry of the underlying space, obtaining at the end a complete environment map. As a consequence, the robot can move in the environment in a safe way, based on a confidence value of data obtained from its perceptive system. The map is represented in a coherent way, according to its sensory data, being these noisy or not, that comes from exterior and proprioceptive sensors of the robot. Characteristic noise incorporated in the data from these sensors are treated by probabilistic modeling in such a way that their effects can be visible in the final result of the mapping process. The results of performed experiments indicate the viability of the methodology and its applicability in the area of autonomous mobile robotics, thus being an contribution to the field

Posicionamento e movimentação de um robô humanóide utilizando imagens de uma câmera móvel externa

This work proposes a method to localize a simple humanoid robot, without embedded sensors, using images taken from an extern camera and image processing techniques. Once the robot is localized relative to the camera, supposing we know the position of the camera relative to the world, we can compute the position of the robot relative to the world. To make the camera move in the work space, we will use another mobile robot with wheels, which has a precise locating system, and will place the camera on it. Once the humanoid is localized in the work space, we can take the necessary actions to move it. Simultaneously, we will move the camera robot, so it will take good images of the humanoid. The mainly contributions of this work are: the idea of using another mobile robot to aid the navigation of a humanoid robot without and advanced embedded electronics; chosing of the intrinsic and extrinsic calibration methods appropriated to the task, especially in the real time part; and the collaborative algorithm of simultaneous navigation of the robots

Estudo de antenas patches de microfita miniaturizadas em banda larga para aplicação em dispositivos móveis e portáteis

This work presents techniques used to design and manufacture microstrip patch antennas for applications in portable and mobile devices. To do so, are evaluated several factors that can influence the performance of microstrip patch antennas. Miniaturization techniques are studied and employed in order to apply this type of antenna in mobile and / or mobile. The theories of microstrip patch antennas are addressed by analyzing characteristics such as constitution, kinds of patches, substrates, feeding methods, analysis methods, the main advantages and disadvantages and others. Techniques for obtaining broadband microstrip patch antennas were surveyed in literature and exemplified mainly by means of simulations and measurements. For simulations of the antennas was used the commercial software . In addition, antenna miniaturization techniques have been studied as a main concern the fundamental limits of antennas with special attention to electrically small antennas because they are directly linked to the microstrip patch antennas. Five design antennas are proposed to demonstrate the effectiveness of techniques used to obtain the microstrip patch antennas broadband and miniaturized for use in mobile devices and/or portable. For this, the proposed antennas were simulated, built and measured. The antennas are proposed to be used in modern systems of wireless communications such as DTV, GPS, IEEE 802.16, IEEE 802.11, etc. The simulations of the antennas were made in business and computer programs. The measured results were obtained with a parser Vector of networks of the Rhode and Schwarz model ZVB 14

Predicao de campo em comunicacao sem fio

Even living in the XXI century are still some difficulties in access to broadband Internet in several Brazilian cities, due to the purchasing power of people and lack of government investment. But even with these difficulties, we seek to encourage the use of wireless technology, which is based on the IEEE 802.11b protocol - also known as Wi-Fi (Wireless Fidelity) Wireless Fidelity Communications, having wide range of commercial applications in the world market, nationally and internationally. In Brazil, this technology is in full operation in major cities and has proved attractive in relation to the access point to multipoint and point-to-point. This paper is a comparative analysis of prediction field, using models based on the prediction of propagation loss. To validate the techniques used here, the Okumura-Hata models, modified Okumura-Hata, Walfisch-Ikegami model, were applied to a wireless computer network, located in the neighborhood of Cajupiranga in the city of Melbourn, in Rio Grande do Norte . They are used for networking wireless 802.11b, using the Mobile Radio to measure signal levels, beyond the heights of the antennas and distances from the transmitter. The performance data versus distance are added to the graphs generated and compared with results obtained through calculations of propagation models

Desenvolvimento de solução para SLAM utilizando visão de teto

This work intends to show a new and few explored SLAM approach inside the simultaneous localization and mapping problem (SLAM). The purpose is to put a mobile robot to work in an indoor environment. The robot should map the environment and localize itself in the map. The robot used in the tests has an upward camera and encoders on the wheels. The landmarks in this built map are light splotches on the images of the camera caused by luminaries on the ceil. This work develops a solution based on Extended Kalman Filter to the SLAM problem using a developed observation model. Several developed tests and softwares to accomplish the SLAM experiments are shown in details

O leitor universitário e a construção das práticas de ler e escrever textos impressos e digitais

The construction of a mapping of the practices of reading and writing printed and digital texts, declared by graduating students from the Bachelor s degree in Science and Technology (BCT), has provided us the analysis of the course they are making in such a socio-historical moment characterized by the revolution of the post-paper. In this sense, the general objective of this research is to understand how that construction works under the point of view of those graduating students. For this, our reflection has been guided by the search of answers for some questions which have presented to us: what reading and writing conceptions BCT graduating students have; what reading and writing practices those collaborators develop; what collections they declare to have access to; what differences they declare to have between printed and digital reading and writing along the different social roles they develop; what the reader/writer identity relations of those collaborators are. To achieving the plausible answers, we have gathered a corpus composed by texts of three genres of the argument order: academic profiles (or self-portrait), opinion articles and argumentative letters. Besides, we have made semi-structured interviews and questionnaires in the online tool of the Google Docs. The methodology which supports this academic work is the qualitative research (SIGNORINI; CAVALCANTI, 1998)of ethnographic direction (THOMAS, 1993; ANDRÉ, 1995) in Applied Linguistics (CELANI, 2000; MOITA-LOPES, 2006) and the theoretical contribution comes from the bakhtinian perspective of language conception (BAKHTIN [1929] 1981); the socio-historical writing construction (LÉVY, 1996; CHARTIER, R., 1998, 2002, 2007; COSCARELLI, 2006; CHARTIER, A., 2007; ARAÚJO, 2007; COSCARELLI; RIBEIRO, 2007; XAVIER, 2009; MARCUSCHI; XAVIER, 2010); from the studies of the pedagogy of the writing (GIROUX, 1997); from the literacy studies understood as sociocultural practice, plural and situated (TFOUNI, 1988; KLEIMAN, 1995; TINOCO, 2003, 2008; OLIVEIRA; KLEIMAN, 2008), from the studies about identity in postmodernity (HALL, 2003; BAUMAN, 2005). The results of the analysis have pointed at a multiplicity of reading/writing practices of printed and digital texts developed by the BCT graduating students due to the coexistence of the modality printed and that one derived from the new mobile devices. In that multiplicity, the prevalent idea of the collaborators is that there is a continuum between printed texts and digital texts (not a dichotomy), since the option of reading/writing printed texts or digital ones is always linked to specific communication situations, which involve participants, objectives, strategies, values, (dis)advantages, besides (re)creation of discursive genres in function of the mobile devices to which those collaborators have access in the different spheres of activities that they participate. All of that has caused a deep intersection in the identity traces of college students readers/writers in the 21st century which cannot be ignored by academic formation

BMMobile: uma linha de produtos para dimensionamento de bombeio mecânico em dispositivos móveis

With the increase of processing ability, storage and several kinds of communication existing such as Bluetooth, infrared, wireless networks, etc.., mobile devices are no longer only devices with specific function and have become tools with various functionalities. In the business field, the benefits that these kinds of devices can offer are considerable, because the portability allows tasks that previously could only be performed within the work environment, can be performed anywhere. In the context of oil exploration companies, mobile applications allow quick actions could be taken by petroleum engineers and technicians, using their mobile devices to avoid potential catastrophes like an unexpected stop or break of important equipment. In general, the configuration of equipment for oil extraction is performed on the work environment using computer systems in desktop platforms. After the obtained configuration, an employee goes to equipment to be configured and perform the modifications obtained on the use desktop system. This management process equipment for oil extraction takes long time and does not guarantee the maintenance in time to avoid problems. With the use of mobile devices, management and maintenance of equipment for oil extraction can be performed in a more agile time once it enables the engineer or technician oil can perform this configuration at the time and place where the request comes for example, near in the oil well where the equipment is located. The wide variety of mobile devices creates a big difficulty in developing mobile applications, since for one application can function in several types of devices, the application must be changed for each specific type of device, which makes the development quite costly. This paper defines and implements a software product line for designing sucker-rod pumping systems on mobile devices. This product line of software, called BMMobile, aims to produce products that are capable of performing calculations to determine the possible configurations for the equipment in the design suckerrod pumping, and managing the variabilities of the various products that can be generated. Besides, this work performs two evaluations. The first evaluation will verify the consistency of the products produced by the software product line. The second evaluation will verify the reuse of some products generated by SPL developed

Um sistema inteligente de teleoftalmologia para o auxílio no diagnóstico de catarata

The increasing in world population, with higher proportion of elderly, leads to an increase in the number of individuals with vision loss and cataracts are one of the leading causes of blindness worldwide. Cataract is an eye disease that is the partial or total opacity of the crystalline lens (natural lens of the eye) or its capsule. It can be triggered by several factors such as trauma, age, diabetes mellitus, and medications, among others. It is known that the attendance by ophthalmologists in rural and poor areas in Brazil is less than needed and many patients with treatable diseases such as cataracts are undiagnosed and therefore untreated. In this context, this project presents the development of OPTICA, a system of teleophthalmology using smartphones for ophthalmic emergencies detection, providing a diagnostic aid for cataract using specialists systems and image processing techniques. The images are captured by a cellphone camera and along with a questionnaire filled with patient information are transmitted securely via the platform Mobile SANA to a online server that has an intelligent system available to assist in the diagnosis of cataract and provides ophthalmologists who analyze the information and write back the patient’s report. Thus, the OPTICA provides eye care to the poorest and least favored population, improving the screening of critically ill patients and increasing access to diagnosis and treatment.

Regulador eletromagnético de frequência aplicado no controle de velocidade de geradores eólicos

The constant necessity for new sources of renewable energy is increasingly promoting the increase of investments in this area. Among other sources, the wind power has been becoming prominent. It is important to promote the search for the improvement of the technologies involved in the topologies of the wind turbines, seeking for alternatives which enhance the gotten performance, despite the irregularity of the wind speed. This study presents a new system for speed control, in this case applied to the wind turbines - the Electromagnetic Frequency Regulator (EFR). One of the most used devices in some topologies is the mechanical gearboxes which, along with a short service life, often represent sources of noise and defects. The EFR does not need these transmission boxes, representing a technological advancement, using for that an adapted induction machine, in which the stator becomes mobile, supportive to the axis of the turbine. In the topology used in this study, the EFR also allows us to leave out the usage of the eletronic converters to establish the coupling between the generator and the electrical grid. It also the reason why it provides the possibility of obtaining the generation in alternating current, with constant voltage and frequency, where there is no electrical grid. Responsable for the mechanical speed control of the generator, the EFR can be useful in other transmission systems in which the mechanical speed control output is the objective. In addition, the EFR operates through the combination of two inputs, a mechanical and other electrical. It multiplies the possibilities of application because it is able to synergistic coupling between different arrays of energy, and, for such reasons, it enables the various sources of energy involved to be uncoupled from the network, being the synchronous generator responsible for the system connection with the electrical grid, simplifying the control strategies on the power injected in it. Experimental and simulation results are presented through this study, about a wind turbine, validating the proposal related to the efficience in the speed control of the system for different wind conditions.

Planejamento de trajetórias e navegação de robôs móveis

Oil exploration at great depths requires the use of mobile robots to perform various operations such as maintenance, assembly etc. In this context, the trajectory planning and navigation study of these robots is relevant, as the great challenge is to navigate in an environment that is not fully known. The main objective is to develop a navigation algorithm to plan the path of a mobile robot that is in a given position (

Planejamento de trajetórias e navegação de robôs móveis

Oil exploration at great depths requires the use of mobile robots to perform various operations such as maintenance, assembly etc. In this context, the trajectory planning and navigation study of these robots is relevant, as the great challenge is to navigate in an environment that is not fully known. The main objective is to develop a navigation algorithm to plan the path of a mobile robot that is in a given position (