Atendimento online em bibliotecas: a experiência da Universidade de São Paulo

Os serviços de informação aliados às tecnologias evoluíram em sua forma de atuação à medida que oferecem, em menor tempo possível, informação segura de alcance maior aos usuários das bibliotecas. São inúmeros os conceitos de Serviço de Referência Virtual (SRV) que compartilham a ideia de que o uso das tecnologias de informação facilitam a comunicação entre bibliotecários e usuários. As Bibliotecas do Sistema Integrado de Bibliotecas da Universidade de São Paulo (SIBi/USP), detectaram a relevância de modernizar o Serviço de Atendimento ao Usuário, utilizando novos meios de comunicação e melhorando a interação com os usuários por meio de recursos que são de domínio e uso cotidiano dos mesmos. A Biblioteca da Faculdade de Medicina Veterinária e Zootecnia (FMVZ) da Universidade de São Paulo (USP) implantou o serviço de Atendimento Online por chat, disponibilizando aos seus usuários um novo canal de comunicação que permite o esclarecimento de dúvidas e solicitações em tempo real com atendentes. A experiência foi extremamente positiva convergindo para a implantação do sistema em outras quatro bibliotecas da USP

Asset management of wastewater networks

Asset Management (AM) is a set of procedures operable at the strategic-tacticaloperational level, for the management of the physical asset’s performance, associated risks and costs within its whole life-cycle. AM combines the engineering, managerial and informatics points of view. In addition to internal drivers, AM is driven by the demands of customers (social pull) and regulators (environmental mandates and economic considerations). AM can follow either a top-down or a bottom-up approach. Considering rehabilitation planning at the bottom-up level, the main issue would be to rehabilitate the right pipe at the right time with the right technique. Finding the right pipe may be possible and practicable, but determining the timeliness of the rehabilitation and the choice of the techniques adopted to rehabilitate is a bit abstruse. It is a truism that rehabilitating an asset too early is unwise, just as doing it late may have entailed extra expenses en route, in addition to the cost of the exercise of rehabilitation per se. One is confronted with a typical ‘Hamlet-isque dilemma’ – ‘to repair or not to repair’; or put in another way, ‘to replace or not to replace’. The decision in this case is governed by three factors, not necessarily interrelated – quality of customer service, costs and budget in the life cycle of the asset in question. The goal of replacement planning is to find the juncture in the asset’s life cycle where the cost of replacement is balanced by the rising maintenance costs and the declining level of service. System maintenance aims at improving performance and maintaining the asset in good working condition for as long as possible. Effective planning is used to target maintenance activities to meet these goals and minimize costly exigencies. The main objective of this dissertation is to develop a process-model for asset replacement planning. The aim of the model is to determine the optimal pipe replacement year by comparing, temporally, the annual operating and maintenance costs of the existing asset and the annuity of the investment in a new equivalent pipe, at the best market price. It is proposed that risk cost provide an appropriate framework to decide the balance between investment for replacing or operational expenditures for maintaining an asset. The model describes a practical approach to estimate when an asset should be replaced. A comprehensive list of criteria to be considered is outlined, the main criteria being a visà- vis between maintenance and replacement expenditures. The costs to maintain the assets should be described by a cost function related to the asset type, the risks to the safety of people and property owing to declining condition of asset, and the predicted frequency of failures. The cost functions reflect the condition of the existing asset at the time the decision to maintain or replace is taken: age, level of deterioration, risk of failure. The process model is applied in the wastewater network of Oslo, the capital city of Norway, and uses available real-world information to forecast life-cycle costs of maintenance and rehabilitation strategies and support infrastructure management decisions. The case study provides an insight into the various definitions of ‘asset lifetime’ – service life, economic life and physical life. The results recommend that one common value for lifetime should not be applied to the all the pipelines in the stock for investment planning in the long-term period; rather it would be wiser to define different values for different cohorts of pipelines to reduce the uncertainties associated with generalisations for simplification. It is envisaged that more criteria the municipality is able to include, to estimate maintenance costs for the existing assets, the more precise will the estimation of the expected service life be. The ability to include social costs enables to compute the asset life, not only based on its physical characterisation, but also on the sensitivity of network areas to social impact of failures. The type of economic analysis is very sensitive to model parameters that are difficult to determine accurately. The main value of this approach is the effort to demonstrate that it is possible to include, in decision-making, factors as the cost of the risk associated with a decline in level of performance, the level of this deterioration and the asset’s depreciation rate, without looking at age as the sole criterion for making decisions regarding replacements.

Dalla teoria alla pratica: La traduzione specializzata a servizio del mondo dell'imballaggio flessibile

Meine Masterarbeit mit dem Haupttitel „Von der Theorie zur Praxis“ entsteht aus einer in der letzten Zeit von mir angestellten Überlegung, dass die Theorien, die man im Laufe der Universitätsjahre fleißig studiert, erst dann den richtigen Wert gewinnen, wenn sie eine konkrete Anwendung finden und in der Praxis bestätigt werden. Diese Überlegung basiert auf meiner eigenen Erfahrung, und zwar auf meiner fünfjährigen Arbeit als Export Customer Service-Angestellte in einer Firma, die parallel zur Universität lief. Dank dieser Arbeit konnten meine fremdsprachlichen und interkulturellen Kenntnisse, so wie die bisher entwickelten Kompetenzen in Fachübersetzung auf eine bestimmte branchenspezifische Realität gerichtet werden: die komplexe, aber sehr interessante Welt der flexiblen Verpackung. Die Arbeit eines Customer Service ist nicht vergleichbar mit der einer Übersetzerin. Es geht da nicht ausschließlich darum, "der" Sprachbezugspunkt der Firma zu sein und als Vermittler zwischen den Bedürfnissen der meist ausländischen Kunden und den Zielen des Unternehmens zu fungieren. Unter den zahlreichen Funktionen eines CS spielt die Fachübersetzung eine große Rolle: Es werden täglich unendlich viele Kommunikationshandlungen durchgeführt, die zum Teil ziemlich leicht, zum Teil allerdings auch kompliziert sind. Um solche Fachtexte anzugehen, sind die Kultur- und Sprachkenntnisse nicht ausreichend. Das Wichtigste ist vielmehr die Kenntnis der Branche, die praktische Erfahrung, die nur in der Firma im Zusammenhang mit den Produktionsanlagen und in Kontakt mit den vielen Firmenexperten erworben werden kann. Nur auf dieser Weise werden Übersetzungen hochwertig und können als zuverlässiges Mittel für eine Firma und ihren Bereich dienen. Die Arbeit besteht aus vier Hauptteilen: Im 1. geht es um die Beschreibung der Firma und der Verpackungsbranche, im 2. um die Figur des Customer Service im Hinblick auf die Fachübersetzung und die von ihm öfter bearbeiteten Fachtexte, im 3. um den Fachtext der „Spezifikation“ und im 4. um die Fachübersetzung einer konkreten Spezifikation aus dem Italienischen ins Deutsche.

Application and Development Trend of Integrated Supply Chain in China

Importing integrated supply chains have changed Chinese logistic from simplex freight to the process of product of production、circulation and consumption of logistic system. Different modal of integrated supply chain apply in the different companies, bring activity and efficiency integrated supply chain in China. The trend of Chinese integrated supply chain in the future will stress on e-commerce and customer service, and combined Chinese own logistic system to enlarge Chinese logistic, which will more international and world wild.

Auto component supply chain: a path to global India

Supply chain management works to bring the supplier, the distributor, and the customer into one cohesive process. The Supply Chain Council defined supply chain as ‘Supply Chain: The flow and transformation of raw materials into products from suppliers through production and distribution facilities to the ultimate consumer., and then Sunil Chopra and Meindl, (2001) have define Supply chain management as ‘Supply Chain Management involves the flows between and among stages in a supply chain to maximize total profitability.’ After 1950, supply chain management got a boost with the production and manufacturing sector getting highest attention. The inventory became the responsibility of the marketing, accounting and production areas. Order processing was part of accounting and sales. Supply chain management became one of the most powerful engines of business transformation. It is the one area where operational efficiency can be gained. It reduces organizations costs and enhances customer service. With the liberalization of world trade, globalization, and emergence of the new markets, many organizations have customers and competitions throughout the world, either directly or indirectly. Business communities are aware that global competitiveness is the key to the success of a business. Competitiveness is ability to produce, distribute and provide products and services for the open market in competition with others. The supply chain, a critical link between supplier, producer and customer is emerged now as an essential business process and a strategic lever, potential value contributor a differentiator for the success of any business. Supply chain management is the management of all internal and external processes or functions to satisfy a customer’s order (from raw materials through conversion and manufacture through logistics delivery.). Goods-either in raw form or processed, whole sale or retailed distribution, business or technology services, in everyday life- in the business or household- directly or indirectly supply chain is ubiquitously associated in expanding socio-economic development. Supply chain growth competitive performance and supporting strong growth impulse at micro as well as micro economic levels. Keeping the India vision at the core of the objective, the role of supply chain is to take up social economic challenges, improve competitive advantages, develop strategies, built capabilities, enhance value propositions, adapt right technology, collaborate with stakeholders and deliver environmentally sustainable outcomes with minimum resources.

Desarrollo de una metodología de integración paisajística de las autopistas

El presente trabajo se enmarca dentro del proyecto “Operación de Autopistas Seguras, Inteligentes y Sostenibles (OASIS)”, cuyo principal objetivo es definir la autopista del futuro, aquella que en su operación presentará niveles notablemente altas de seguridad, servicio al usuario y sostenibilidad. Para lograrlo, uno de los parámetros a tener en cuenta es la conservación y optimización del paisaje por el que discurren. Esta tesis desarrolla una metodología de valoración del paisaje de las autopistas, aplicando dicha metodología a diversos tramos de las autopistas gestionadas por empresas del proyecto (OHL Concesiones, Iridium y Abertis). El estudio se ha llevado a cabo en más de 2.000 km de autopistas, identificando los diferentes paisajes vistos desde la carretera y elaborando un catálogo de fotografías digitalizadas y georreferenciadas de los paisajes; desarrollando y aplicando una novedosa metodología de valoración de la calidad del paisaje; determinando las diferencias entre el paisaje percibido desde las autopistas por medio de fotografías y mediante la utilización de mapas representativos de paisaje; identificando los elementos de diseño paisajístico (puentes, estaciones de servicio, etc.) y estableciendo alternativas para su mejor adecuación paisajística; y estimando el impacto que provocan estas infraestructuras al observarse desde fuera. Es de esperar que las conclusiones extraídas de este proyecto permitan una mejor integración paisajística de las autopistas del futuro, convirtiéndose en instrumentos para mostrar paisajes de mayor calidad, y reduciendo el impacto como elementos modificadores del territorio. Summary This work is within the framework of the project "Operation of Safe, Intelligent and Sustainable Highways (OASIS)," whose main objective is to define the highway of the future, which in its operation will present significantly high levels of safety, customer service and sustainability. To achieve this, one of the parameters to consider is landscape conservation and improvement along highways. This thesis develops a methodology for assessing the landscape of highways, applying the model to different stretches of highway managed by project companies (OHL Concessions, Iridium and Abertis). The study was carried out in more than 2.000 km of highways, identifying the different landscapes seen from the road and developing a catalog of digitized and georeferenced photographs of landscapes; developing and applying a new methodology for assessing the quality of the landscape; determining the differences between the landscape seen from highways through photographs and use of landscape maps; identifying the landscape design elements (bridges, service area, etc.) and providing alternatives for better landscape; and integration estimating the impact that cause these infrastructures when viewed from outside. It is expected that the conclusions extract from this project allow to better landscape integrate of the future highways, become instruments to show higher quality landscapes, reducing the impact as modifiers´ elements of the territory.

Introducción de las plataformas tecnológicas 2.0 y la innovación abierta en la estrategia empresarial: estudio del sector de componentes electrónicos

Este proyecto se encuadra dentro de los estudios de impacto que están produciendo en las empresas el desarrollo e incorporación de las nuevas tecnologías, y más concretamente la implantación de las aplicaciones provenientes de la denominada web 2.0. Se conoce con este nombre a las herramientas web que permiten una comunicación bidireccional, es decir, el usuario y la empresa pueden intercambiar opiniones, de manera que el usuario adquiere un nuevo papel más protagonista, presentando ideas, aclaraciones, gustos, críticas...que son tenidas en cuenta por la empresa para realizar su actividad. De esta manera se ha roto con el modelo anterior donde el usuario solo podía consultar la información de una página web, era simple receptor de la información. El objetivo de este estudio es conocer cómo las empresas están incorporando estas tecnologías 2.0 a su estrategia empresarial, y cómo términos como innovación abierta o co-creación están tomando mayor importancia en el entorno empresarial gracias a estas nuevas tecnologías. Si bien existen estudios a nivel de consultoría que generalmente aportan información sobre cuáles son las plataformas 2.0 más utilizadas en el mundo empresarial, no se han encontrado hasta ahora estudios que vinculen estas plataformas entre ellas y con la estructura empresarial, para poder definir un perfil de la organización que trabaja con ellas o el nivel de madurez de la incorporación de estas tecnologías en las organizaciones. Analizar cualitativamente estos aspectos, significa estudiar los nuevos conceptos incorporados a las tecnologías 2.0 en la empresa. Un análisis cuantitativo nos llevaría a estudiar de manera práctica que tipo de recursos y en qué cantidad se están utilizando y su vinculación con la estructura de la organización. Para ello: En una primera parte, nos centraremos en las diferentes formas en las que se puede acceder a Internet, y a continuación enfocaremos el estudio en los dispositivos móviles que nos permiten la conexión desde cualquier lugar y en cualquier instante. Con esto conseguiremos tener una situación actual del mercado de las TIC y veremos cómo las empresas han ido construyendo nuevas políticas para cambiar su estrategia con el fin de estar presentes en los nuevos dispositivos móviles y no perder cuota de mercado. Tras ello, veremos porqué conceptos como el de innovación abierta y proceso de co-creación han sido posibles gracias a la implantación de las tecnologías 2.0 en el ámbito empresarial, facilitando que la empresa y el usuario final cooperen y vayan de la mano en una misma dirección; la empresa se surte de las aportaciones que los usuarios ofrecen, y por otra parte el usuario se siente valorado por la empresa para conseguir la meta final. Es aquí donde comprobaremos la transformación que ha sufrido la empresa en sus distintos sectores departamentales (marketing, ventas, recursos humanos y atención al cliente) como consecuencia de la incorporación de las herramientas 2.0 al mundo laboral. Por todo ello, se enumerarán los distintos usos que realizan las empresas de las redes social más habituales, y además se describirán las principales herramientas y/o aplicaciones para monitorizar las redes sociales que servirán a la empresa para hacer un seguimiento de las mismas. La segunda parte del proyecto será un caso práctico y servirá para ofrecer una visión más real del estado actual de las empresas y su relación con las redes sociales. Para la recopilación de los datos se han escogido las empresas que pertenecen al sector de la “Fabricación de productos informáticos, electrónicos y ópticos”. En cuento a las redes sociales elegidas, han sido Facebook y Twitter. Este estudio práctico nos hará entender mejor el impacto directo que tienen las redes sociales en la actividad diaria de las empresas. Finalmente se realizarán una serie de consideraciones a modo de directrices que servirán para tratar de entender cómo se están utilizando las redes sociales en el entorno empresarial y cuál puede ser la manera más óptima de utilizarlas según el estudio presentado. ABSTRACT. This project is part of the impact studies arisen in companies by the development and incorporation of new technologies and, specifically, by the implementation of applications from the so-called web 2.0. That is how we call the web tools that allow bidirectional communication, this is, user and company can exchange opinions, in such a way that users acquire a leading role, submitting ideas, explanations, preferences, criticism... considered by the company when performing its activities. This way, we have broken with the previous model, where users could only check information from a web page and were simple information recipients. The objective of this study is to get to know how companies are incorporating these technologies 2.0 to their business strategy and how terms such as open innovation or co-creation are becoming more important in the business sphere thanks to these new technologies. Even if there are consulting studies that generally provide information about which are the platforms 2.0 more used in the business world, no studies have been found until now that link such platforms among them and with the business structure, in order to define a profile of the organization that works with them or the level of development of the incorporation of these technologies in the organizations. A qualitative analysis of these aspects involves studying the new concepts incorporated to technologies 2.0 by companies. A qualitative analysis would lead us to study in a practical manner what kind of resources and what amount are being used and their relation with the organization structure. Therefore: First, we will focus on the different ways to gain access to the Internet and, afterwards, we will focus the study on mobile devices that allow us to be connected everywhere any time. This way, we will manage to obtain a present situation of the ICT market and we will see how companies have constructed new policies to change their strategy in order to be present in the new mobile devices without losing their market share. Later, we will review why concepts such as open innovation and co-creation process have been possible thanks to the implementation of technologies 2.0 in the business environment, facilitating that companies and final users cooperate and walk hand in hand in the same direction; companies stock up on the contributions offered by users and, on the other hand, users feel appreciated by companies in the achievement of the final goal. Here we will confirm the transformation suffering by companies in different department sectors (marketing, sales, human resources and customer service) as a result of the incorporation of tools 2.0 to the work environment. Therefore, we will enumerate the different uses that companies make of the most common social networks, describing the main tools and/or applications to monitor social networks used by companies to follow them up. The second part of the project will be a case study to offer a more real vision of the present status of companies and their relation with social networks. To collect the data, we have selected companies from the “Manufacture of computer, electronic and optical products” industry. The social networks chosen are Facebook and Twitter. This case study will help us to get a better understanding of the direct impact of social networks in companies’ daily activity. Finally, we will offer a series of considerations and guidelines to try to understand how are social networks being used in the business environment and what can be the most suitable manner to use them according to this study.

Atención al cliente y medios sociales en la empresa

online donde el contenido es creado por los propios usuarios mediante el uso de las tecnologías de la web 2.0, que facilitan la edición, la publicación y el intercambio de información, de tal manera que los social media están democratizando las comunicaciones. Según datos publicados por eMarketer, casi el 25% del total de la inversión publicitaria mundial para el 2014 estará dirigida a medios digitales. Los medios de comunicación tradicionales están sumidos desde algún tiempo en una profunda crisis. En los comienzos de Internet, los protagonistas de este sector han creído en la red como un medio de publicación de contenidos en una única dirección, esto es la web 1.0, personas conectándose a páginas web. El típico lector de revista y seminario se ha convertido en un nuevo consumidor con necesidades muy distintas. El lector de un medio tradicional se encuentra con contenido cerrado, sin posibilidad de ser filtrado, que busca dirigir su opinión. Con el método tradicional no es posible ni personalizar el contenido ni la experiencia de uso. De ahí el nacimiento de la web 2.0, personas conectándose a personas (redes sociales). En un futuro cercano, van a triunfar las empresas, sectores y marcas que sepan adaptarse a la llegada de los social media, y que además de desarrollar su línea de negocio habitual, se conviertan en plataformas para la conversación y la construcción de contenidos en colaboración. En este proyecto voy a desarrollar el caso particular de una empresa de telecomunicaciones con una estrategia que use los social media como plataforma de atención al cliente, y para interaccionar también con su almacén en DHL. Los servicios añadidos que dicha empresa de telecomunicaciones ofrece a sus seguidores, clientes externos e internos se pueden agrupar en las siguientes funcionalidades:  Hacer un volcado del sistema de gestión de incidencias de una empresa de telecomunicaciones en las redes sociales, a través de mensajes privados. Dichos mensajes privados se enviarán a las páginas de Facebook y Twitter de los clientes.  Seguimiento por parte del cliente de puestas en marcha de los nuevos servicios a través de mensajes privados en Facebook y Twitter. Mediante este servicio el cliente podrá comprobar a través de las redes sociales el estado de su pedido e intercambiar información de utilidad con la empresa.  Desarrollar a través de las redes sociales una herramienta de marketing para interaccionar con los clientes y posibles seguidores. A través de los canales de los social media se proporciona a los seguidores información de valor sobre novedades del mercado de las telecomunicaciones, soporte técnico, dudas, consejos sobre implementaciones técnicas, equipos de telecomunicaciones,.etc.Es decir, crear una plataforma de conversación entre usuarios, que aporte a los seguidores conocimientos y soluciones útiles para la problemática de sus negocios.  Usar Facebook como base de datos y medio de comunicación entre nuestra empresa de telecomunicaciones y el almacén externalizado en DHL. Supongo que la primera pregunta que debo responder sería, ¿por qué un cliente de una empresa de telecomunicaciones estaría interesado en seguir a su proveedor a través de redes sociales? Facebook tiene en 2014 1,28 billones de usuarios activos. Twitter, la cuarta plataforma social por número de usuarios tras Facebook, alcanzó los 255 millones de usuarios en los primeros meses de 2014. La segunda red social en número de seguidores es Youtube, con un billón de usuarios. El 61,5% de los usuarios de Facebook visita la red todos los días. Los twitteros envían 110 millones tweets por día, tienen fama de muy activos, especialmente por la mañana. En 60 días, se sube más contenido de vídeo a YouTube que el producido por las tres principales cadenas de televisión estadounidense durante 60 años. Como conclusión, las redes sociales están ganando cada día más terreno, es un entorno de comunicación bidireccional en auge cada vez más extendido, por lo cual los usuarios no tienen que dedicar tiempo extra a conocer la herramienta de atención al cliente de su empresa, al usar ésta un canal fácil, conocido, rápido, versátil y gratuito como son las redes sociales. ABSTRACT. Social media are platforms of online communication where content is created by users themselves using technologies of web 2.0, which facilitate the editing, publication and the exchange of information, so that the social media are democratizing communications. According to data published by eMarketer, nearly 25% of the total global ad spend for 2014 will target digital media. The traditional media are trapped for some time in deep crisis. In the early days of the internet, the players of the sector have believed in the network as a means of publishing content in a single direction, this is the web 1.0, connecting people to websites. The typical magazine reader has become a new consumer with very different needs. Traditional medium readers encounter a closed content, unable to be filtered, which seeks handle their opinion. The traditional method doesn’t allow to customize the content and user experience. Hence the birth of Web 2.0, connecting people to people. In the near future, will succeed companies, sectors and brands who can adapt to the advent of social media, and further to develop their line of business as usual, become platforms for conversation and building collaborative content. In this project I will develop the particular case of a telecommunications company with a strategy to use social media as a platform for Customer Service, and also to interact with DHL warehouse. The additional services that the company offers telecommunications followers, external and internal customers can be grouped into the following functionality:  Make a dump of the incident management system of a telecommunications company in social networks through private messages. These private messages are sent Facebook and Twitter clients.  Monitoring by the client launched new services through private messages on Facebook and Twitter. Through this service, customers can check through the social networks of your order status and share useful information with the company.  Develop through social media as a marketing tool to interact with customers and potential followers.Our telco will provide to followers through social media channels valuable information on market developments in telecommunications, technical support, questions, advice on technical implementations, telecommunications equipment,etc. Then we create a platform for discussion between users, to provide followers useful knowledge and solutions to their business problems.  Use Facebook as a database and means of communication between our telco and outsourced telecommunications in DHL warehouse. I guess the first question that must be answered is why a customer of a telecommunications company would be interested in following your provider via social networks. Facebook has 1.28 billion active users in 2014. Twitter, the fourth social platform for many users after Facebook reached 255 million users in the first months of 2014. The second social network on number of followers is YouTube, with a billion users. 61.5% of Facebook users visit the network every day. The twitter users send 110 million tweets per day, have a reputation for very active, especially in the morning. In 60 days, it is produced more video content to YouTube by the three major US television for 60 years. In conclusion, social networks are gaining more ground every day. It is an environment of two-way communication on the rise, so users do not have to spend extra time to learn the tool of Customer Care telco, by using this easy, known, fast, versatile and free channels as are social networks.

Performance Management: Can Coaching Result in Improved Employee Satisfaction and Motivation?

The goal of this project is to determine whether or not coaching, as a part of performance management, results in increased employee motivation, ultimately impacting employee performance. Teletech's customer service group was a case study where their effectiveness of performance management through coaching was analyzed. The data for this research was gathered from interviews of two of TeleTech's managers, and an employee survey created by the author. The results reveal that most participants felt more motivated after their coaching sessions, changed their behavior based on feedback during coaching, resulting in improved performance. Therefore, the results of the project show that regular coaching, as part of performance management, results in improved employee satisfaction and motivation, resulting in increased productivity.

Recession Effects on Employee Retention

An economic recession affects the ability of organizations to retain employees. The downturn in the economy causes employers to evaluate how they conduct business causing lay-offs and unemployment rates to rise during periods of recession. A retention strategy is as important as sales and customer service during an economic recession. The impact of decisions made during the recession and the imminent labor shortage will impact the ability of organizations to retain their high performing employees. The author details the areas organizations must consider in a retention strategy and develops a retention model for her employer that can be used to assist with reducing turnover as the economy and the labor force begins to change.

Near Real-Time Detection Of Pipe Bursts in Water Distribution Systems

The research work presented in the thesis describes a new methodology for the automated near real-time detection of pipe bursts in Water Distribution Systems (WDSs). The methodology analyses the pressure/flow data gathered by means of SCADA systems in order to extract useful informations that go beyond the simple and usual monitoring type activities and/or regulatory reporting , enabling the water company to proactively manage the WDSs sections. The work has an interdisciplinary nature covering AI techniques and WDSs management processes such as data collection, manipulation and analysis for event detection. Indeed, the methodology makes use of (i) Artificial Neural Network (ANN) for the short-term forecasting of future pressure/flow signal values and (ii) Rule-based Model for bursts detection at sensor and district level. The results of applying the new methodology to a District Metered Area in Emilia- Romagna’s region, Italy have also been reported in the thesis. The results gathered illustrate how the methodology is capable to detect the aforementioned failure events in fast and reliable manner. The methodology guarantees the water companies to save water, energy, money and therefore enhance them to achieve higher levels of operational efficiency, a compliance with the current regulations and, last but not least, an improvement of customer service.

National five digit zip code and post office directory /

Kept up to date by addenda.

LowDoc survey report : championing America's entrepreneurial spirit /

Shipping list no.: 95-0248-P.

Sutter power project : final environmental impact statement /

"DOE/EIS-0294"

New York ZIP+4 state directory.

Not distributed to depository libraries in a physical form, 2000-