Collaboration model for SSMEnetUK: a service science perspective

This paper aims to design a collaboration model for a Knowledge Community - SSMEnetUK. The research identifies SSMEnetUK as a socio-technical system and uses the core concepts of Service Science to explore the subject domain. The paper is positioned within the concept of Knowledge Management (KM) and utilising Web 2.0 tools for collaboration. A qualitative case study method was adopted and multiple data sources were used. In achieving that, the degree of co-relation between knowledge management activities and Web 2.0 tools for collaboration in the scenario are pitted against the concept of value propositions offered by both customer/user and service provider. The proposed model provides a better understanding of how Knowledge Management and Web 2.0 tools can enable effective collaboration within SSMEnetUK. This research is relevant to the wider service design and innovation community because it provides a basis for building a service-centric collaboration platform for the benefit of both customer/user and service provider.

Implementation and role of device management Solutions to the end users

This research is based on consumer complaints with respect to recently purchased consumer electronics. This research document will investigate the instances of development and device management as a tool used to aid consumer and manage consumer’s mobile products in order to resolve issues in or before the consumers is aware one exists. The problem at the present time is that mobile devices are becoming very advanced pieces of technology, and not all manufacturers and network providers have kept up the support element of End users. As such, the subject of the research is to investigate how device management could possibly be used as a method to promote research and development of mobile devices, and provide a better experience for the consumer. The wireless world is becoming increasingly complex as revenue opportunities are driven by new and innovative data services. We can no longer expect the customer to have the knowledge or ability to configure their own device. Device Management platforms can address the challenges of device configuration and support through new enabling technologies. Leveraging these technologies will allow a network operator to reduce the cost of subscriber ownership, drive increased ARPU (Average Revenue per User) by removing barriers to adoption, reduce churn by improving the customer experience and increase customer loyalty. DM technologies provide a flexible and powerful management method but are managing the same device features that have historically been configured manually through call centers or by the end user making changes directly on the device. For this reason DM technologies must be treated as part of a wider support solution. The traditional requirement for discovery, fault finding, troubleshooting and diagnosis are still as relevant with DM as they are in the current human support environment yet the current generation of solutions do little to address this problem. In the deployment of an effective Device Management solution the network operator must consider the integration of the DM platform, interfacing with many areas of the business, supported by knowledge of the relationship between devices, applications, solutions and services maintained on an ongoing basis. Complementing the DM solution with published device information, setup guides, training material and web based tools will ensure the quality of the customer experience, ensuring that problems are completely resolved, driving data usage by focusing customer education on the use of the wireless service In this way device management becomes a tool used both internally within the network or device vendor and by the customer themselves, with each user empowered to effectively manage the device without any prior knowledge or experience, confident that changes they apply will be relevant, accurate, stable and compatible. The value offered by an effective DM solution with an expert knowledge service will become a significant differentiator for the network operator in an ever competitive wireless market. This research document is intended to highlight some of the issues the industry faces as device management technologies become more prevalent, and offers some potential solutions to simplify the increasingly complex task of managing devices on the network, where device management can be used as a tool to aid customer relations and manage customer’s mobile products in order to resolve issues before the user is aware one exists. The research is broken down into the following, Customer Relationship Management, Device management, the role of knowledge with the DM, Companies that have successfully implemented device management, and the future of device management and CRM. And it also consists of questionnaires aimed at technical support agents and mobile device users. Interview was carried out with CRM managers within support centre to further the evidence gathered. To conclude, the document is to consider the advantages and disadvantages of device management and attempt to determine the influence it will have over customer support centre, and what methods could be used to implement it.

No consensus on gestational diabetes mellitus screening regimes in Sweden : pregnancy outcomes in relation to different screening regimes 2011 to 2012, a cross-sectional study

Background: Although associated adverse pregnancy outcomes, no international or Swedish consensus exists that identifies a cut-off value or what screening method to use for definition of gestational diabetes mellitus. This study investigates the following: i) guidelines for screening of GDM; ii) background and risk factors for GDM and selection to OGTT; and iii) pregnancy outcomes in relation to GDM, screening regimes and levels of OGTT 2 hour glucose values. Methods: This cross-sectional and population-based study uses data from the Swedish Maternal Health Care Register (MHCR) (2011 and 2012) combined with guidelines for GDM screening (2011-2012) from each Maternal Health Care Area (MHCA) in Sweden. The sample consisted of 184, 183 women: 88, 140 in 2011 and 96,043 in 2012. Chi-square and two independent samples t-tests were used. Univariate and multivariate logistic regression analyses were performed. Results: Four screening regimes of oral glucose tolerance test (OGTT) (75 g of glucose) were used: A) universal screening with a 2-hour cut-off value of 10.0 mmol/L; B) selective screening with a 2-hour cut-off value of 8.9 mmol/L; C) selective screening with a 2-hour cut-off value of 10.0 mmol/L; and D) selective screening with a 2-hour cut-off value of 12.2 mmol/L. The highest prevalence of GDM (2.9%) was found with a 2-hour cut-off value of 8.9 mmol/L when selective screening was applied. Unemployment and low educational level were associated with an increased risk of GDM. The OR was 4.14 (CI 95%: 3.81-4.50) for GDM in obese women compared to women with BMI <30 kg/m(2). Women with non-Nordic origin presented a more than doubled risk for GDM compared to women with Nordic origin (OR = 2.24; CI 95%: 2.06-2.43). Increasing OGTT values were associated with increasing risks of adverse pregnancy outcomes. Conclusions: There was no consensus regarding screening regimes for GDM from 2011 through 2012 when four different regimes were applied in Sweden. Increasing levels of OGTT 2-hour glucose values were strongly associated with adverse pregnancy outcomes. Based on these findings, we suggest that Sweden adopts the recent recommendations of the International Association of Diabetes and Pregnancy Study Group (IADPSG) concerning the performance of OGTT and the diagnostic criteria for GDM.

Intent and Method: A Study of Female Characters in Aeschylean and Euripidean Drama

Aeschylus and Euripides used tragic female characters to help fulfill the purpose of religious celebration and to achieve the motivation of public reaction. The playwrights, revising myths about tragic woman and redefining the Greek definition of appropriate femininity, supported or questioned the very customs which they changed. Originally composed as part of a religious festival for Dionysus, the god of wine, revelry and fertility, the tragedies of Aeschylus and Euripides were evaluated by Aristotle. He favored Aeschylus over Euripides, but it appears as if his stipulations for tragic characterization do not apply to Aeschylean and Euripidean women. Modem critics question both Aristotle's analysis in the Poetics as well as the tragedies which he evaluated. As part of the assessment of Aeschylus, the character of the Persian Queen, Atossa, appears as a conradiction the images that Greeks maintain of non-Greeks. The Persians is discussed in relation to modem criticisms and as on its function as a warning against radical changes in Athenian domestic life. The Oresteia, a trilogy, also charts the importance of an atypical woman in Aeschylean tragedy, and how this role, Clytaemnestra, represents an extreme example of the natural and necessary evolution of families, households and kingdoms. In contrast to Aeschylus' plea to retain nomoi (traditional custom and law), EUripides' tragedy, the Medea, demonstrates the importance of a family and a country to provide security, especially for women. Medea's abandonment by Jason and subsequent desperation drives her to commit murder in the hope of revenge. Ultimately, Euripides advocates changes in social convention away from the alienation of non-Greek, non-citizens, and females. Euripides is, unfortunately, tagged a misogynist by some in this tragedy and another example-the Hippolytus. Euripides' Phaedra becomes entangled in a scheme of divine vengeance and ultimately commits suicide in an attempt to avoid societal shame. Far from treatises of hate, Euripidean women take advantage of the little power they possess within a constrictive social system. While both Aeschylus and Euripides revise customary images and expectations of women in the context of religiously-motivated drama, one playwright intends to maintain civic order and the other intends to challenge the secular norm.

Implementação de CRM em indústria petroquímica de 2ª geração e análise do nível de satisfação do cliente resultante

A competitividade das empresas apresenta forte ligação com a qualidade do relacionamento com o cliente. Para competir em tempo real é preciso dotar a empresa de meios que permitam conhecer e relacionar-se de forma cada vez mais eficiente com os clientes. O uso intensivo da tecnologia é fator que contribui para que o relacionamento com o cliente se torne mais efetivo. CRM (Customer Relationship Management) faz uso da tecnologia de informação com o objetivo de desenvolver e gerenciar relações entre empresas e seus clientes, de forma individualizada e mutuamente benéfica. O presente trabalho refere-se à implementação de um sistema CRM, abrangendo as etapas de seleção da solução de CRM, definição do organograma, cronograma e metodologia de trabalho, redesenho dos processos de atendimento ao cliente e configuração do software. Também é objeto deste trabalho a verificação do nível de satisfação do cliente resultante. O estudo foi desenvolvido junto a uma empresa do setor petroquímico, caso pioneiro de implantação de CRM no país, considerando o segmento de mercado em análise. O texto discute a relação existente entre um sistema de CRM e a satisfação do cliente, apresentando os resultados de uma pesquisa de satisfação aplicada aos clientes da empresa em estudo.

A influência da maturidade do CRM no desempenho organizacional

A importância do tema relacionamento com clientes tem sido crescentemente reconhecida pelo mercado, enquanto alternativa para diferenciação estratégica e mesmo sobrevivência competitiva. Este estudo objetiva avaliar a influência do nível de maturidade da implementação da estratégia de Customer Relationship Management no desempenho organizacional. O nível de maturidade é estudado em função de capacidades (Analítica e de Consistência na Comunicação), compostas por diversas atividades, e o desempenho em função de suas componentes financeira e não-financeira. O presente trabalho contribui para o estudo da gradação de atividades e capacidades de CRM enquanto critério para mensuração dos resultados de sua implementação. Para isso é analisado um modelo de equações estruturais utilizando-se o software LISREL. Os resultados evidenciaram um modelo final com bom grau de adequação, permitindo constatar que a Capacidade Analítica da organização tem influência em seus desempenhos financeiro e não-financeiro e que, por sua vez, a Consistência na Comunicação influencia somente este último tipo de desempenho. Ao final são apresentadas as implicações gerenciais, limitações e sugestões para pesquisas futuras.

Mapeando os valores subjetivos dos gerentes de relacionamento em negociações bancárias

No contexto de um mercado tão competitivo, ter equipes bem preparadas e alocadas adequadamente é fundamental para a sobrevivência das empresas. O presente estudo objetiva identificar o reflexo na satisfação dos clientes e nos resultados das empresas, a partir do conhecimento das pessoas que trabalham na linha de frente dessas empresas, aqueles profissionais que exercem um papel importante de negociação, identificando o que eles valorizam subjetivamente em uma negociação. Por meio da ferramenta SVI (Subjective Value Inventory), desenvolvida por Curhan et al (2006), a partir das dimensões de autoimagem independente e interdependente, busca-se identificar os valores subjetivos dos negociadores de um banco de varejo brasileiro, responsáveis por parte significativa das negociações e dos resultados da empresa, relativamente aos sentimentos sobre si mesmos (Self), aos resultados instrumentais, e ao processo e relacionamento (Rapport), utilizando a confiança interpessoal como moderadora nessa relação. Após identificados os valores subjetivos desses negociadores em negociação, relacionar os resultados encontrados com a satisfação dos clientes. Para isso, foi realizada uma pesquisa quantitativa, com a aplicação de um questionário fechado e estruturado a 532 negociadores desse banco que atuam nos estados de Santa Catarina, Rio de Janeiro e Maranhão, responsáveis pelo relacionamento, prospecção e realização de negócios com os clientes da instituição, nos segmentos pessoa física, micro e pequenas empresas e governo. Os dados foram analisados a partir de técnicas estatísticas, utilizando-se o método dos Mínimos Quadrados Parciais. Observou-se que mais de 40% da satisfação de cliente é explicada pelos valores subjetivos dos negociadores. O estudo apontou como resultados, dentre outros, que os gerentes de negócios com autoimagem independente valorizam o Self e os resultados instrumentais em uma negociação, e que a confiança interpessoal cognitiva modera negativamente essa relação. Ainda, que aqueles gerentes de negócios com autoimagem interdependente, valorizam o Rapport em uma negociação e que essa valorização está positivamente relacionada com a satisfação dos clientes.

Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

Protozoan parasites of Xiphophorus spp. (Poeciliidae) and their relation with water characteristics

Investigou-se a relação entre as características da água e a infestação de protozoários parasitos, Icthyophthirius multifiliis e Trichodina sp., em peixe espada, Xiphophorus helleri e em plati, Xiphophorus maculatus, coletados em uma piscicultura de peixes ornamentais no Estado de São Paulo, Brasil. Os peixes foram coletados mensalmente, durante um ano, dos viveiros e das caixas de estocagem. A prevalência da infestação nos peixes das caixas e dos viveiros foram, respectivamente, 34,2% e 22,5% para I. multifiliis e 13% e 54% para Trichodina sp. A elevada condutividade elétrica e o pH da água reduziram a infestação por I. multifiliis. A baixa concentração de oxigênio resultou em aumento na infestação por Trichodina sp. O uso do sal, para aumentar a condutividade elétrica da água, consistiu em um método de controle de I. multifiliis. A redução do oxigênio dissolvido e a adição de fertilizante orgânico favoreceram a reprodução de Trichodina sp.

Morphomolecular characterization of Pleurotus ostreatus (Jacq. Fr.) kummer strains in relation to luminosity and temperature of frutification

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Relation among optical, thermal and thermo-optical properties and niobium concentration in tellurite glasses

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Suicidality in Obsessive-Compulsive Disorder: Prevalence and Relation to Symptom Dimensions and Comorbid Conditions

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Is the ultrasound-estimated bladder weight a reliable method for evaluating bladder outlet obstruction?

OBJECTIVETo evaluate the correlation between ultrasound-estimated bladder weight (UEBW) in patients with different degrees of bladder outlet obstruction (BOO).METHODSWe evaluated 50 consecutive non-neurogenic male patients with lower urinary tract symptoms (LUTS) referred to urodynamic study (UDS). All patients self-answered the International Prostate Score Symptoms (IPSS) questionnaire. After the UDS, the bladder was filled with 150 mL to determine UEBW.Patients with a bladder capacity under 150 mL, a previous history of prostate surgery or pelvic irradiation, an IPSS score <8, a bladder stone or urinary tract infection were excluded.After a pressure-flow study, the Schafer linear passive urethral resistance relation nomogram was plotted to determine the grade of obstruction: Grades I-II/VI were defined as mild obstruction, Grades III-IV/VI as moderate obstruction, and Grades V-VI/VI as severe obstruction.RESULTSThe UEBW was 51.7 +/- 26.9, 54.1 +/- 30.0 and 54.8 +/- 28.2 in patients with mild, moderate and severe BOO, respectively (P = 0.130). The UEBW allowed us to define four groups: (i) UEBW < 35 g; (ii) 35 g <= UEBW < 50 g; (iii) 50 g <= UEBW < 70 g; and (4) UEBW >= 70 g.We did not find any differences in age, prostate weight, IPSS, PVR, cystometric bladder capacity, presence of detrusor overactive and degree of obstruction in the aforementioned groups.CONCLUSIONDespite the fact that some studies have emphasized the value of UEBW as an efficient non-invasive method for evaluating lower urinary tract obstruction, our study suggests that UEBW does not present any individual correlation with LUTS or objective measurements of BOO.

Modified stabilization method for the tibial tuberosity advancement technique: a biomechanical study

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Mechanical resistance of the modified stabilization method for the tibial tuberosity advancement technique: ex vivo experimental study in dogs

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)