Estudo de caso: identificando fatores críticos de qualidade de serviços de TI de uma organização

As empresas no mercado atual estão em um ambiente de agressiva concorrência, e sua sobrevivência depende de fatores como a produtividade, inovação e atingimento de resultados, contudo, sem haver o comprometimento da qualidade. Os departamentos de Tecnologia da Informação possuem grande influência na operação e nos resultados da empresa, pois a importância da tecnologia, tanto no suporte, quanto na própria atividade fim das companhias, é vital. Diante deste contexto, este trabalho analisou as melhores práticas de mercado na gestão de tecnologia da informação como o framework Cobit (Control Objectives for Information Technology) analisada em conjunto com as ferramentas consagradas de mensuração de percepção de qualidade de serviços, de forma a identificar os fatores críticos de sucesso para qualidades de serviços em TI. Utilizou-se a metodologia SERVQUAL em um caso específico de uma empresa de comunicação e assessoria de imprensa, através de um questionário dividido em duas partes e vinte e duas perguntas cada, permitindo identificar as lacunas entre a expectativa e a percepção dos serviços fornecidos em cada uma das cinco dimensões da qualidade de serviço: tangibilidade, confiabilidade, responsabilidade, segurança e empatia. Foram identificados como fatores críticos as dimensões de confiabilidade e de empatia, e para cada uma delas, relacionou-se um conjunto de objetivos de controle do Cobit que permitem a atuação na melhoria das avaliações destes elementos.

A governança corporativa tributária como requisito para o exercício da atividade empresarial

O estudo tem como objetivo a investigação da governança tributária a partir de duas diferentes abordagens denominadas “perspectiva corporativa” e “perspectiva do desenvolvimento”. A perspectiva corporativa é o foco principal das análises propostas. O tema parte da premissa de que as boas práticas de governança podem gerar benefícios, quer para a empresa que a pratica, quer para o País que a aplica de forma principiológica, enquanto Estado e parte da relação tributária. Neste contexto o trabalho propõe uma reflexão sobre o conceito de Governança Corporativa Tributária, seus princípios e questões centrais. Também se busca descrever, em linguagem objetiva, os aspectos jurídicos aplicáveis à governança corporativa tributária, bem como outros aspectos fundamentais relacionados à gestão empresarial, tais como estrutura de gerenciamento e práticas salutares de governança. Por fim, é objetivo complementar deste trabalho, proporcionar o diálogo entre aspectos de interesse tanto dos advogados quanto dos profissionais da área de gestão empresarial, por isso elegeu-se uma proposta interdisciplinar de estudo e abordagem do tema. O desenvolvimento da pesquisa permite concluir que para que a Governança Corporativa Tributária seja eficazmente adotada na comunidade empresarial, a forma como se dá a relação Fisco-Contribuinte é determinante. Ademais, a adoção de princípios de boas práticas de governança tributária proporciona benefícios para a atividade empresarial na medida em que reduz riscos reputacionais, aumenta o nível de confiança na empresa por parte de seus stakeholders, minimiza riscos associados à ocorrência de sanções pecuniárias, bem como reduz riscos decorrentes de incertezas inerentes ao processo de tomada de decisão.

O ensino à distância como ferramenta para a implementação do sistema único da assistência social no Brasil

Os desafios da política de Assistência Social do Brasil ainda são imensos. Objetivando a garantia dos mínimos sociais, a partir da Constituição de 1988 e da implantação do Sistema Único de Assistência Social (SUAS), a gestão de Recursos Humanos passa a ser considerada como eixo estruturante, inclusive no que diz respeito à formação e capacitação de profissionais da Assistência Social que, que no exercício da sua discricionariedade, são seus efetivos implementadores. Neste contexto, este trabalho se propõe a investigar modalidade de Ensino à Distância (EAD) como ferramenta impulsionadora do SUAS, oferecendo aos órgãos gestores envolvidos, elementos que contribuam com a avaliação, decisão e incorporação da EAD nas suas estratégias de educação dos atores socioassistenciais.

Microcrédito e empoderamento de mulheres: o caso do Banco Popular Crédito Solidário

Muitos estudos têm indicado a importância das microfinanças para a redução da pobreza e desigualdades sociais, incluindo o empoderamento feminino. Neste contexto, este trabalho teve como objetivo geral analisar o empoderamento das clientes de uma instituição de microfinanças – o Banco do Povo Crédito Solidário (BPCS), em Santo André (SP). Foi classificada como uma pesquisa qualitativa, descritiva e do tipo grounded theory e estudo de caso. Foram realizadas 10 visitas de campo a microempresárias e dois grupos focais com grupos solidários da instituição. Também foram entrevistados gestores e agentes de crédito. Foi realizada análise de conteúdo com auxílio do quadro teórico utilizado sobre de empoderamento econômico, social e individual. Os principais resultados mostram a crescente capacitação econômica no âmbito da aprendizagem do empreendedorismo, conhecimento em microfinanças e do seu próprio negócio. Por estes motivos, percebemos o aumento da interação social com a comunidade. Também percebemos a emancipação das trabalhadoras, muitas delas tem emancipação econômica dos seus maridos e algumas delas são capazes de contribuir financeiramente para o agregado familiar, melhorando assim a relação com o companheiro. Finalmente, este trabalho confirma a importância das microfinanças, o efeito positivo no empoderamento para a redução da pobreza e para a promoção da equidade de gênero. A principal conclusão observada foi a melhoria do nível de educação, empoderamento, autonomia e da compreensão de sua auto-capacidade e que elas são capazes de gerir seu próprio negócio e vidas; dessa forma, como contribuição teórica, foi elaborado o mapa conceitual de empoderamento auto-sustentável.

Publicidade em celulares utilizando o sistema de busca de perfil

ARAÚJO, B. G. ; VALENTIM, R. A. M. . Publicidade em celulares utilizando o sistema de busca de perfil. Holos, Natal,v. 1, p. 109-118, 2010. Disponível em: dex.php/HOLOS/article/viewFile/208/311>

Programa de aquisição de alimentos (2003-2010): avaliação da implementação pela CONAB no Rio Grande do Norte

This thesis aimed to evaluate the implementation of the Food Acquisition Program(PAA) through CONAB RN in the period of 2003-2010 with the perception of all agents involved in the implementation of the government program.For the methodological trajectory it was adopted a descriptive bibliographical and documentary approach with triangular qualitative and quantitative, also called evaluative research.The theoretical model was supported by the authors Draibe (2001), Aguilar and Ander-Egg (1994) and Silva(2001), among others, that focused on family farming and evaluation of implementation of public policy having as a category of analysis the size implementation of policy and the latter divided into 10 theoretical dimensions.The universe consisted of three groups: the first were the managers and technicians from CONAB(RN and Brasilia), totaling 15 subjects. The second group was of associations/cooperatives that participated in the programin 2010, totaling a sample in each access of 15 representatives. The third group of subjects totaled with 309 representatives of governmental and non-governmental organizations that received donations of food for the same period. Semi-structured interviews and forms were adopted as instruments of data collection.The data were processed qualitatively by the analysis of content (interviews and documents) and quantitatively by means of statistical tests that allowed inferences and adoption of frequencies. Among the key find ingests that the program is not standing as a structure supported by planning. The interests of the performers do not necessarily converge with the objectives of the Food Acquisition Program (PAA). A shockof goals was identified (within the same program) when comparingthe financial agent (Ministry of Rural Development and of Social Development and Fight Against Hunger Ministry r) and the executor, CONAB/RN. Within the assessed dimensions, the most fragileis the sub-managerial decision-making and Organizational Environment and internal assessment, still deserves attention the sizeof logistical and operational Subsystem, as this also proved weak.The focusin the quest toexpand thequantificationof the resultsof theFood Acquisition Program (PAA)by CONAB/RN does forget a quality management focused on what really should be:the compliance with the institutional objectives of the government program.Finally, the perspective for the traded implementation should be re-examined because excessive discretion by managers along with technical staff has characterized there al role of the Food Acquisition Program (PAA) as public policy. We conclude that the implementation model, which apparently aggregates values to the benefitted citizens, has weakened the context of work on family farms having the management model of the implementation process be reviewed by the Federal Government and point too ther paths, which have as a guide line the emancipation and developmentof the field or in the field andat the same time enables the reduction of nutritional deficiency of beneficiaries in a balanced and coherent way

Coevolução e as práticas isomórficas de gestão: um estudo sobre os processos de mudanças institucionais no Instituto Federal de Educação, Ciência e Tecnologia do RN

The Federal Institution for Education, Science and Technology, in its historical path, has been living different changes. The transformations occurred along the way have been determined by coercive forces from the institutional environment, which has became more and more broad and complex throughout the time, obtaining diverse characteristics and new elements such as non institutional factors1 which started to contribute with the other changes. In this context, this work aims to study the isomorphic practices of the managers in the institutional changes process of the IFRN in 1998 and 2008, as of a theoretical coevolutionary perspective (CHILD; RODRIGUES; LEWIN; CARROL; VOLBERDA, 2003). This theory brings a new point of view for the organization analysis to the organizational studies, since it offers a non deterministic and non linear lection of the evolution process, which means, a coevolution. Thus, the organizations and their institutional and non institutional environment auto evolve, auto organize and auto reproduce. Therefore, the institutional and non institutional factors of the macro environment keep a continuous interdependence relationship with the organizations. For the means of this study, it is important to understand that is impossible to comprehend the object, the isomorphic practices, without considering that the previous institutional changes and its evolutions, its continuations and discontinuations, important in the coevolution process. As such, to call upon the institutional historical track is a fundamental aspect to materialize this study, for the recursive movement is indeed present in the coevolution. Another important point to make this research effective is that it is not possible to abdicate from the hologramatic view2 of this study, which considers the object, the isomorphic practices, part of the whole and this whole is also in the parts, therefore it is impossible to comprehend the object of study outside the context where it belongs. With this, as of the objective previously proposed, it is necessary to describe the characteristics of coevolution of the institutional changes related in 1998 and 2008; analyze the dynamic of the isomorphic mechanisms in its respective institutional change process; and describe the lessons learned which the isomorphic practices left to the IFRN, regarding its benefits and difficulties. All these transformations happened through coercive forces3 of the institutional environment. As of the Nineties, these forces became stronger, the environment became broader and more complex, with the emergency of new environmental factors. This study proposed to study the managing process and its practices, related to the micro environment, although it is required to articulate these actions, the demands and requirements from the macro environment. To make this research effective, semi structured interviews have been conducted with the managers who participated in both institutional change processes. In the results analysis, it has been possible to verify the particularity of each change, the one from 1998 with a strong normative action of the managers against coercive forces from the government for the search of recognition and the institutional legitimation and the one in 2008, which has been characterized by the normative action by managers in agreement with the coercive forces from the government, in favor of the government policy for the technological professional education. However, the results analysis it is possible to notice the evidence of a belonging feeling from the interviewed managers

Projeto de um edifício para fins educacionais com foco na racionalização do consumo de água

The urban growth without the prior infrastructure has caused many environmental impacts such as the damage to quality of the water resources in the cities. Along with natural scarcity in some regions, this is one of the factors that limit the availability of drinking water. As a result, the conservation of drinking water is becoming one of the major concerns in sustainable architectural projects. Within this context, this dissertation proposes to develop the design of an educational building focusing on water consumption rationalization. The proposed project is located in UFRN Campus at Currais Novos, an area of warm and dry climate and low rainfall. The proposal seeks to integrate ways to reduce water consumption o to architecture, in order to exploit the advantages and savings. After quantifying the benefits achieved, it was concluded that it is possible to reduce significantly the drinking water consumption in educational buildings in universities using three principles: reduction the water consumption at the point of use, replacement of the water source and internal recycling. Calculations and simulations indicated that the proposed building may have water consumption up to 56% lower than if it would be provided by conventional facilities. Rationalization of water consumption brings direct and indirect benefits, with influences on the environmental, social and economic fields

Desenvolvimento de pastas de cimento flexíveis para poços de petróleo submetidos à injeção de vapor utilizando látex do tipo SBR

Novel cementing materials formulations containing flexible polymeric admixtures have been studied aiming at improving the mechanical behavior of oil well cement slurries submitted to steam injection. However, research activities in this sector are still under development. The steam injected directly into the well causes casing dilation, which after a reduction in temperature, tends to return to its original dimensions, resulting in crack formation and hydraulic isolation loss of the well, which will result in shortening of well life. In this scenario, the objective of the present study was to evaluate the mechanical behavior of Portland-based slurries containing SBR latex, applied in oil well cementing of wells submitted to steam injection. Were formulated slurries with densities of 1.797 g/cm3 (15.0 lb/Gal) and 1.869 g/cm3 (15.6 lb/Gal), containing admixtures with a latex concentration of 0; 66.88; 133.76; 200.64 and 267.52 L/m3 (0, 0.5, 1.0, 1.5 and 2.0 gpc). Tests including rheology, fluid loss control, thickening time, API compressive strength and splitting tensile strength, beyond steam injection simulation. Microstrutural characteristics of the slurries were also performed (XRD, TG, FTIR and SEM). The results showed that increasing the polymer concentration increased in the rheological properties and fluid loss, and a decrease in the elasticity modulus of the cement slurries. The results obtained showed that the slurries can be applied in cementing operations of oil wells submitted to steam injection.

Síntese e caracterização de catalisadores nanométricos de LaSrNiO4 para aplicação em dessulfurização de tiofeno

The mixed metal oxides constitute an important class of catalytic materials widely investigated in different fields of applications. Studies of rare earth nickelates have been carried by several researchers in order to investigate the structural stability afforded by oxide formed and the existence of catalytic properties at room temperature. So, this study aims synthesize the nanosized catalyst of nickelate of lanthanum doped with strontium (La(1-x)SrxNiO4-d; x = 0,2 and 0,3), through the Pechini method and your characterization for subsequent application in the desulfurization of thiophene reaction. The precursor solutions were calcined at 300ºC/2h for pyrolysis of polyester and later calcinations occurred at temperatures of 500 - 1000°C. The resulting powders were characterized by thermogravimetric analysis (TG / DTG), surface area for adsorption of N2 by BET method, X-ray diffraction (XRD), scanning electron microscopy (HR_SEM) and spectrometry dispersive energy (EDS). The results of XRD had show that the perovskites obtained consist of two phases (LSN and NiO) and from 700ºC have crystalline structure. The results of SEM evidenced the obtainment of nanometric powders. The results of BET show that the powders have surface area within the range used in catalysis (5-50m2/g). The characterization of active sites was performed by reaction of desulfurization of thiophene at room temperature and 200ºC, the relation F/W equal to 0,7 mol h-1mcat -1. The products of the reaction were separated by gas chromatography and identified by the selective detection PFPD sulfur. All samples had presented conversion above 95%

Estudo da incorporação da cal em composições binárias de solo-cimento para produção de tijolos maciços

The use of binders in the soil for the production of solid bricks is an old construction technique that has been used by several civilizations over time. At the same time, the need for environmental preservation and the tendency of scarcity of natural resources make the construction invest in researching new concepts, methods and materials for building systems for the sustainability of their economic activities. Thus arises the need to obtain building materials with low power consumption, capable of reducing the growing housing shortage of rural and urban population. Currently, research has been conducted on this topic to better understand the cementitious and pozzolanic reactions that occur in the formation of the microstructure of the soil-cement when added to other materials such as, for example, lime, and the relationship between microstructure and formed interfaces with the physical, mechanical and chemical analysis in compounds made from these ternary compositions. In this context, this study aimed to analyze the results of the influence of the incorporation of lime to the soil-cement to form a ternary mixture to produce soil-cement bricks and mortar without structural purposes. From the inclusion of contents of 6 %, 8 %, 10% and 12% lime to the soil, and soil-cement mixes in amounts of 2 %, 3 %, 4 % and 5 % were shaped-bodies of -cylindrical specimens to determine the optimum moisture content and maximum dry apparent specific weight. Then they were cured, and subjected to the tests of compressive strength, absorption and durability modified. Compositions obtained the best results in the tests performed on the bodies-of-proof cylindrical served as a parameter for molding of solid bricks, which underwent the same experimental methodology previously cited. The raw materials used, as well as compositions in which the bricks were molded solid, were characterized by physical and chemical tests, X-ray diffraction and scanning electron microscopy. The results obtained in the study indicate that the compositions studied, that showed the best results in terms of compressive strength, water absorption and durability ternary composition was soil, 10 % cement and 2 % lime

Comportamento da adição do carbeto de nióbio (nBC) na matriz metálica do aço ferrítico 15kH2mfa

The 15Kh2MFA steel is a kind of Cr-Mo-V family steels and can be used in turbines for energy generation, pressure vessels, nuclear reactors or applications where the range of temperature that the material works is between 250 to 450°C. To improve the properties of these steels increasing the service temperature and the thermal stability is add a second particle phase. These particles can be oxides, carbides, nitrites or even solid solution of some chemical elements. On this way, this work aim to study the effect of addition of 3wt% of niobium carbide in the metallic matrix of 15Kh2MFA steel. Powder metallurgy was the route employed to produce this metallic matrix composite. Two different milling conditions were performed. Condition 1: milling of pure 15Kh2MFA steel and condition 2: milling of 15Kh2MFA steel with addition of niobium carbide. A high energy milling was carried out during 5 hours. Then, these two powders were sintered in a vacuum furnace (10-4torr) at 1150 and 1250°C during 60 minutes. After sintering the samples were normalized at 950°C per 3 minutes followed by air cooling to obtain a desired microstructure. Results show that the addition of niobium carbide helps to mill faster the particles during the milling when compared with that steel without carbide. At the sintering, the niobium carbide helps to sinter increasing the density of the samples reaching a maximum density of 7.86g/cm³, better than the melted steel as received that was 7,81g/cm³. In spite this good densification, after normalizing, the niobium carbide don t contributed to increase the microhardness. The best microhardness obtained to the steel with niobium carbide was 156HV and to pure 15Kh2MFA steel was 212HV. It happened due when the niobium carbide is added to the steel a pearlitic structure was formed, and the steel without niobium carbide submitted to the same conditions reached a bainitic structure

Desenvolvimento e caracterização de um compósito matriz metálica (CMM): aço EUROFER97 reforçado com Carbeto de Tântalo - TaC

Steel is an alloy EUROFER promising for use in nuclear reactors, or in applications where the material is subjected to temperatures up to 550 ° C due to their lower creep resistance under. One way to increase this property, so that the steel work at higher temperatures it is necessary to prevent sliding of its grain boundaries. Factors that influence this slip contours are the morphology of the grains, the angle and speed of the grain boundaries. This speed can be decreased in the presence of a dispersed phase in the material, provided it is fine and homogeneously distributed. In this context, this paper presents the development of a new material metal matrix composite (MMC) which has as starting materials as stainless steel EUROFER 97, and two different kinds of tantalum carbide - TaC, one with average crystallite sizes 13.78 nm synthesized in UFRN and another with 40.66 nm supplied by Aldrich. In order to improve the mechanical properties of metal matrix was added by powder metallurgy, nano-sized particles of the two types of TaC. This paper discusses the effect of dispersion of carbides in the microstructure of sintered parts. Pure steel powders with the addition of 3% TaC UFRN and 3% TaC commercial respectively, were ground in grinding times following: a) 5 hours in the planetary mill for all post b) 8 hours of grinding in the mill Planetary only for steel TaC powders of commercial and c) 24 hours in the conventional ball mill mixing the pure steel milled for 5 hours in the planetary mill with 3% TaC commercial. Each of the resulting particulate samples were cold compacted under a uniaxial pressure of 600MPa, on a cylindrical matrix of 5 mm diameter. Subsequently, the compressed were sintered in a vacuum furnace at temperatures of 1150 to 1250 ° C with an increment of 20 ° C and 10 ° C per minute and maintained at these isotherms for 30, 60 and 120 minutes and cooled to room temperature. The distribution, size and dispersion of steel and composite particles were determined by x-ray diffraction, scanning electron microscopy followed by chemical analysis (EDS). The structures of the sintered bodies were observed by optical microscopy and scanning electron accompanied by EDS beyond the x-ray diffraction. Initial studies sintering the obtained steel EUROFER 97 a positive reply in relation to improvement of the mechanical properties independent of the processing, because it is obtained with sintered microhardness values close to and even greater than 100% of the value obtained for the HV 333.2 pure steel as received in the form of a bar

Aplicação da metodologia de planejamento de experimentos para formulação de massas cerâmicas para telhas

Rio Grande do Norte State stands out as one great producer of structural clay of the brazilian northeastern. The Valley Assu ceramic tiles production stands out obtained from ilitics ball clays that abound in the region under study. Ceramics formulation and the design of experiments with mixture approach, has been applied for researchers, come as an important aid to decrease the number of experiments necessary to the optimization. In this context, the objective of this work is to evaluate the effects of the formulation, temperature and heating rate in the physical-mechanical properties of the red ceramic body used for roofing tile fabrication of the Valley Assu, using design of mixture experiments. Four clays samples used in two ceramics industry of the region were use as raw material and characterized by X-ray diffraction, chemical composition, differential thermal analysis (DTA), thermogravimetric analysis (TGA), particle size distribution analysis and plasticity techniques. Afterwards, they were defined initial molded bodies and made specimens were then prepared by uniaxial pressing at 25 MPa before firing at 850, 950 and 1050 ºC in a laboratory furnace, with heating rate in the proportions of 5, 10 e 15 ºC/min. The following tecnologicals properties were evaluated: linear firing shrinkage, water absorption and flexural strength. Results show that the temperature 1050 ºC and heating rate of 5 ºC/min was the best condition, therefore presented significance in all physical-mechanical properties. The model was accepted as valid based of the production of three new formulations with fractions mass diferents of the initial molded bodies and heated with temperature at 1050 ºC and heating rate of 5 ºC/min. Considering the formulation, temperature and heating rate as variables of the equations, another model was suggested, where from the aplication of design of experiments with mixtures was possible to get a best formulation, whose experimental error is the minor in relation to the too much formulations

Influência da substituição de areia natural por pó de pedra no comportamento mecânico, microestrutural e eletroquímico de concretos

The construction industry is one of the largest consumers of natural raw materials, and concrete is considered today the most used material wide. This accentuated consumption of natural resources has generated concern with the preservation of the environment, and has motivated various studies related to the use of resid ues, which can partially or entirely substitute, with satisfactory performance, some materials such as the aggregate, and in so doing, decrease the impact on the environment caused by the produced residues. Research has been done to better understand and improve the microstructure of concrete, as well as to understand the mechanism of corrosion in reinforced steel. In this context, this work was developed aiming at discovering the influence of the substitution of natural sand by artificial sand, with rega rd to mechanical resistance, microstructure, and durability. To obtain the electrochemical parameters, an adaptation was made to the galvanostatic electrochemical method to study the corrosion in reinforced steel. Concretes of categories 20 MPa and 40 MPa were produced, containing natural sand, and concretes of the same categories were produced with artificial sand substituting the natural sand, and with the addition of sodium nitrate and sodium chloride. Due to the use of rock dust reject (artificial sand), an evaluation was made of its environmental risk. The results indicate that the concretes of category 20 MPa present a better performance than the concrete made with natural sand, thus making it a viable substitute. For the category 40 MPa, the better performance is from the concrete containing natural sand. The adaptation of the galvanostatic electrochemical technique to the study of the corrosion of reinforced steel within concrete proved to be valid for obtaining electrochemical parameters with a high degree of reliability, considering the number of degrees of freedom