Linking customer satisfaction, quality, and strategic planning

By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.

Enterprise Resource Planning governamental: a percepção dos servidores atuantes no Projeto Ciclo do Ministério da Justiça quanto à implementação

Indubitavelmente, a implementação de sistemas de gestão integrada é fator consolidado em empresas privadas; no entanto, em empresas públicas é relativamente recente e inovadora. Em 2009, o Ministério da Justiça (MJ) foi um dos pioneiros ao firmar parceria com a Universidade Federal do Rio Grande do Norte (UFRN) para a implantação de sistemas de gestão integrada. Com o decorrer dos processos de implementação surge a necessidade de identificar se o acordo surtiu os efeitos a que se destinou, bem como é pertinente a análise da implementação de um Enterprise Resource Planning (ERP) governamental em uma empresa pública, haja vista que existe uma tendência de que se repita em outras instituições governamentais. Assim, o principal objetivo deste artigo é identificar a percepção dos usuários quanto ao processo de implementação de sistemas integrados de gestão vinculados ao Projeto Ciclo, no âmbito da Secretaria Executiva do MJ, destacando suas principais dificuldades e benefícios. A fim de atingir o objetivo da pesquisa foi realizada uma pesquisa quali-quantitativa, cujo procedimento técnico foi o estudo de caso. Verificou-se que os usuários do sistema reconhecem sua importância como apoio à tomada de decisão, que estão cientes do papel que desempenham no processo de implementação e que a tecnologia da informação (TI) é fundamental para se obter melhoria nos processos executados. Ademais, percebe-se os avanços que um ERP governamental pode proporcionar a empresas públicas, destacando-se o planejamento e a confiabilidade das informações.

An appraisal of the health planning method proposed by the Pan-American Health Organization for Latin America

A brief description of the main features of the health planning technique developed by the "Centro de Estudios del Desarrollo" (CENDES) in Venezuela, and proposed by the Pan-American Health Organization for use in Latin America, is presented. This presentation is followed by an appraisal of the planning method which includes comments both upon its positive aspects and upon its negative points. Comments are also made referring to other recent publications of the WHO/PAHO on health planning. In conclusion, the CENDES technique is considered a health planning method of great potential for use especially in underdeveloped areas, the success of its application depending upon the hability of the health planners to introduce the necessary modifications to adapt to the local circunstamces.

Notes on health care planning in Latin America and the Caribbean

Attention is called to the fact that the efforts to improve health of populations in Latin America have generally failed. The inequality in the distribution of ill-health is great. The authors accept the fact that the lack of resources available to the health sector may be a restriction towards the improvement of the situation, but they argue that a much more important issue is the misuse of such resources and their maldistribution within the health sector. The lack of integration and coordination between the health services, the conflict of public and private health systems, the under-utilization of existing services and the gap between planning and real implementation are discussed.

USE OF SCALED SEMIVARIOGRAMS IN THE PLANNING SAMPLE OF SOIL PHYSICAL PROPERTIES IN SOUTHERN AMAZONAS, BRAZIL

There is a great lack of information from soil surveys in the southern part of the State of Amazonas, Brazil. The use of tools such as geostatistics may improve environmental planning, use and management. In this study, we aimed to use scaled semivariograms in sample design of soil physical properties of some environments in Amazonas. We selected five areas located in the south of the state of Amazonas, Brazil, with varied soil uses, such as forest, archaeological dark earth (ADE), pasture, sugarcane cropping, and agroforestry. Regular mesh grids were set up in these areas with 64 sample points spaced at 10 m from each other. At these points, we determined the particle size composition, soil resistance to penetration, moisture, soil bulk density and particle density, macroporosity, microporosity, total porosity, and aggregate stability in water at a depth of 0.00-0.20 m. Descriptive and geostatistical analyses were performed. The sample density requirements were lower in the pasture area but higher in the forest. We concluded that managed-environments had differences in their soil physical properties compared to the natural forest; notably, the soil in the ADE environment is physically improved in relation to the others. The physical properties evaluated showed a structure of spatial dependence with a slight variability of the forest compared to the others. The use of the range parameter of the semivariogram analysis proved to be effective in determining an ideal sample density.

USE OF SCALED SEMIVARIOGRAMS IN THE PLANNING SAMPLE OF SOIL CHEMICAL PROPERTIES IN SOUTHERN AMAZONAS, BRAZIL

The lack of information concerning the variability of soil properties has been a major concern of researchers in the Amazon region. Thus, the aim of this study was to evaluate the spatial variability of soil chemical properties and determine minimal sampling density to characterize the variability of these properties in five environments located in the south of the State of Amazonas, Brazil. The five environments were archaeological dark earth (ADE), forest, pasture land, agroforestry operation, and sugarcane crop. Regular 70 × 70 m mesh grids were set up in these areas, with 64 sample points spaced at 10 m distance. Soil samples were collected at the 0.0-0.1 m depth. The chemical properties of pH in water, OM, P, K, Ca, Mg, H+Al, SB, CEC, and V were determined at these points. Data were analyzed by descriptive and geostatistical analyses. A large part of the data analyzed showed spatial dependence. Chemical properties were best fitted to the spherical model in almost all the environments evaluated, except for the sugarcane field with a better fit to the exponential model. ADE and sugarcane areas had greater heterogeneity of soil chemical properties, showing a greater range and higher sampling density; however, forest and agroforestry areas had less variability of chemical properties.

Curriculum y doble lógica de inserción: lo universitario y las prácticas profesionales

La práctica intrauniversitaria y sus reglas autolegitimatorias, no tienen relación directa con las prácticas profesionales de quienes egresan de las universidades. De tal manera los planes de estudio pueden mantener sistemática disociación con las necesidaes profesionales, sin que ello implique disfunción alguna dentro de la actividad universitaria. Por cierto que la Universidad no tiene por qué responder mecánicamente a las demandas del mercado; pero sí debe asumir que la noción de crítica social debe resultar inmanente a las prácticas profesionales para las cuales se forma a los estudiantes. De lo contrario, se prepara a los mismos para el desempleo y la inadecuación laboral, o para un discurso que será abandonado en cuanto se inicie la actividad profesional.

Characterization and drying of caja bagasse (Spondias mombin L.) in a tray dryer using a factorial planning

The caja (Spondias mombin L.) is used in the manufacture of ice-cream, jams, pulps, beverages being also consumed in natura. One of the most important procedures in food conservation is drying, considering that most fresh fruits contain approximately 80% of water. Food drying is used to obtain two basic aspects: (1) the economic factor; in the shipping and handling of the product; (2) at the manipulation; once dried and grinded, the material is rehydrated, at desirable levels, to formulate a new product as in ice cream, jams, yoghurts and drinks and may also be added to pasta, biscuits and other industrialized products. The aim of this study was to investigate the kinetics of caja bagasse drying in a fixed-bed tray dryer, using central composite factorial planning. The following factors were evaluated: temperature (55, 65 and 75 ºC), dryer inlet air velocity (3.2, 4.6 and 6.0 m.s-1) and cake thickness (0.8, 1.2 and 1.6 cm) where the response of the considered variable was caja bagasse moisture content (b.s.) and the results showed that the main effects and their interactions were significant at a 95% confidence level being the best condition obtained at temperature of 75 ºC, velocity of 6.0 m.s-1 and cake thickness of 0.8 cm.

A composição do curriculum vitae entre estudantes de medicina e seus condicionantes

Nesta pesquisa, investigam-se as escolhas de atividades formadoras feitas por estudantes de Medicina e seus motivos, com o fim de apreender a lógica dessas escolhas no contexto institucional em que se apresentam e no contexto social mais amplo das sociedades capitalistas atuais, onde se afirmam novos padrões de autorrealização, conforme as pesquisas de A. Ehrenberg. Assim, não só escutamos os estudantes, como também estivemos atentos às práticas e aos valores vigentes na faculdade estudada e a outros procedimentos indicados pelos entrevistados, entre eles a seleção para a residência médica. Parte-se de dados colhidos por meio de entrevistas semiestruturadas com 12 alunos e mediante um questionário respondido por 156 dos 160 alunos que cursavam o oitavo período da Faculdade de Medicina estudada. A análise dos dados apoia-se em pesquisas similares e em estudos sobre as transformações atuais nos padrões de comportamento dos indivíduos na sociedade.

O Core Curriculum da Unesco como Base para Formação em Bioética

RESUMO A revolução biotecnológica das últimas décadas teve como resultado o desenvolvimento de um poder quase sem limites sobre a vida humana. Tal contexto exige do profissional uma visão globalizada dos problemas éticos e sociais da era contemporânea, alicerçada em sólidas bases filosóficas e legais. Este contexto torna necessária a promoção de novas competências e habilidades relacionadas à vida profissional. Neste sentido, o ensino da Bioética desponta como uma possibilidade de inovação curricular alternativa ao tradicional modelo prescritivo e normativo. Este artigo relata a experiência da Cátedra Unesco de Bioética da Universidade de Brasília com a utilização do Core Curriculum proposto pela Unesco como instrumento didático-pedagógico adequado ao ensino da Bioética. Entre os dilemas pedagógicos enfrentados pela Bioética como disciplina encontram-se: a construção de seus conteúdos, sua estruturação, as concepções teóricas a serem seguidas e seus objetivos. A contextualização e o aperfeiçoamento da estratégia proposta pelo Core Curriculum podem significar importantes instrumentos facilitadores para docentes que buscam organizar práticas didático-pedagógicas inovadoras em Bioética com o intuito de proporcionar resultados efetivos na formação de seus estudantes.

Harvesting and wood transport planning with SNAP III program (Scheduling and Network Analysis Program) in a pine plantation in Southeast Brazil

The objective of this study was to verify the potential of SNAP III (Scheduling and Network Analysis Program) as a support tool for harvesting and wood transport planning in Brazil harvesting subsystem definition and establishment of a compatible route were assessed. Initially, machine operational and production costs were determined in seven subsystems for the study area, and quality indexes, construction and maintenance costs of forest roads were obtained and used as SNAP III program input data. The results showed, that three categories of forest road occurrence were observed in the study area: main, secondary and tertiary which, based on quality index, allowed a medium vehicle speed of about 41, 30 and 24 km/hours and a construction cost of about US$ 5,084.30, US$ 2,275.28 and US$ 1,650.00/km, respectively. The SNAP III program used as a support tool for the planning, was found to have a high potential tool in the harvesting and wood transport planning. The program was capable of defining efficiently, the harvesting subsystem on technical and economical basis, the best wood transport route and the forest road to be used in each period of the horizon planning.

Computational modeling for irrigated agriculture planning. Part I: general description and linear programming

Linear programming models are effective tools to support initial or periodic planning of agricultural enterprises, requiring, however, technical coefficients that can be determined using computer simulation models. This paper, presented in two parts, deals with the development, application and tests of a methodology and of a computational modeling tool to support planning of irrigated agriculture activities. Part I aimed at the development and application, including sensitivity analysis, of a multiyear linear programming model to optimize the financial return and water use, at farm level for Jaíba irrigation scheme, Minas Gerais State, Brazil, using data on crop irrigation requirement and yield, obtained from previous simulation with MCID model. The linear programming model outputted a crop pattern to which a maximum total net present value of R$ 372,723.00 for the four years period, was obtained. Constraints on monthly water availability, labor, land and production were critical in the optimal solution. In relation to the water use optimization, it was verified that an expressive reductions on the irrigation requirements may be achieved by small reductions on the maximum total net present value.