A Adoção das Estratégicas de CRM e a Fidelização do Cliente

As relações comerciais observadas no início do século passado se baseavam no atendimento personalizado, em que cada cliente era recebido pessoalmente pelo dono da loja, que por sua vez conhecia a clientela e suas principais necessidades. Com a massificação da produção e o surgimento dos grandes magazines e shopping centers, o foco das empresas se voltou para produtos e serviços, futor que promoveu o distanciamento das relações com os clientes, tornando-os ilustres desconhecidos para as empresas. Quase um século depois, o advento da Internet prOpICIOU um processo de reaproximação entre empresas e clientes, eis que as fronteiras geográficas começaram a desaparecer, as empresas locais começaram a atuar e concorrer mundialmente através da web, o mercado apresentou-se mais competitivo e os clientes conquistaram maior poder de escolha e se tornaram mais voláteis. Neste contexto de grandes massas, surge o CRM contemplando um conjunto de estratégias que permeiam toda a organização, como por exemplo, a revisão dos processos de negócios, a mudança da cultura com o foco no cliente, a automação dos serviços de marketing, vendas e atendimento, a disponibilização de multi-canais de contato com o cliente e a integração das bases de dados com os canais de interação. As estratégias de CRM, com base na revisão dos processos de negócios, na mudança da cultura organizacional e na infra-estrutura tecnológica, objetivam estabelecer relações individualizadas com uma imensa massa de clientes. Neste sentido, esse trabalho de pesquisa intenciona aprofundar os conhecimentos sobre influência do CRM na fidelização do cliente.

A produção de subjetividade no sistema capitalista: a prática do psicólogo

Este estudo parte de uma análise crítica da inserção do psicólogo nas organizações de trabalho. Observando a atuação do psicólogo como agente de produção de subjetividade do sistema capitalista, procuro conhecer as formas de produção capitalistica de subjetividade e suas rupturas, no contexto brasileiro de produção, a partir de uma investigação teórica sobre o capitalismo e uma pesquisa de campo em um sindicato vanguarda ou combativo. O tema é então abordado em quatro questões básicas: O poder, analisado a partir da história da industrialização, que segundo interesses determinados produzia corpos úteis e servis para atender a urna demanda de acumulação de capitais e exploração do trabalho humano. A desqualificação no sujeito no trabalho pela parcialização e pelo automatismo do ato que o expropria de seu saber. A despolitização pela produção da submissão e da fragilidade frente ao pai-patrão. Pela redução da liberdade e dignidade que se efetua pela naturalização do determinismo e do sistema social inalterado. A questão do uso e abuso do corpo que produz um ser descartável, negligenciado pelo descaso com a sua saúde. Concluindo faço uma análise do caminho percorrido pelo psicólogo nas organizações procurando realçar as contradições teórico-prática que definem o seu campo de atuação, acreditando estar contribuindo para um enfoque e uma situação mais crítica deste espaço.

Automação da drenagem no teste de produção convencional em tanque cilíndrico

This document aims to improve the quality of the production test in vertical tanks with free water drain pipes, through a device to control the draining system. This proposal consists of an interface detector close to the tank bottle and a control valve on the pipe-drain; they are attached to a remote supervisor system, which will be minimizing the human influence in the conclusion of the test result. And for more consciousness the work shows the importance of the wells production test in the attendance and diagnosis of the productive process, informing the large number of tests executed and problems of the procedure adopted in the field today. There are many possible sources of uncertainty in this kind of test as shown in the experiments realized in the field; the object prototype of this dissertation will be made in the field, based upon the definition of parameters and characteristics of the devices proposal. For a better definition of the draining process the action results of the assessment test are shown, especially changed some for the understand ing of the real process. It shows the proposal details and the configuration that will be used in the tank of Monte Alegre s field Production Station, explaining the interface detector kind and the control system. It is the base to a pilot project now in development, named as the new project classified in the status of the new technology and production improvement of PETROBRAS in Rio Grande do Norte and Ceará. This dissertation concludes that the automation of the conventional test with the draining system will bring benefits both economically as metrologically, because it reduces the uncertainty of the test procedures with free water draining, and also decreases the number of tests with problems

Ambiente computacional paradesenvolvimento de aplicações de controladores lógicos programáveis baseado em linguagens SFC e ST

This work proposes an environment for programming programmable logic controllers applied to oil wells with BCP type method of artificially lifting. The environment will have an editor based in the diagram of sequential functions for programming of PLCs. This language was chosen due to the fact of being high-level and accepted by the international standard IEC 61131-3. The use of these control programs in real PLC will be possible with the use of an intermediate level of language based on XML specification PLCopen T6 XML. For the testing and validation of the control programs, an area should be available for viewing variables obtained through communication with a real PLC. Thus, the main contribution of this work is to develop a computational environment that allows: modeling, testing and validating the controls represented in SFC and applied in oil wells with BCP type method of artificially lifting

Controle aplicado a poços com método de elevação e bombeio centrífugo submerso

The Electrical Submersible Pumping is an artificial lift method for oil wells employed in onshore and offshore areas. The economic revenue of the petroleum production in a well depends on the oil flow and the availability of lifting equipment. The fewer the failures, the lower the revenue shortfall and costs to repair it. The frequency with which failures occur depends on the operating conditions to which the pumps are submitted. In high-productivity offshore wells monitoring is done by operators with engineering support 24h/day, which is not economically viable for the land areas. In this context, the automation of onshore wells has clear economic advantages. This work proposes a system capable of automatically control the operation of electrical submersible pumps, installed in oil wells, by an adjustment at the electric motor rotation based on signals provided by sensors installed on the surface and subsurface, keeping the pump operating within the recommended range, closest to the well s potential. Techniques are developed to estimate unmeasured variables, enabling the automation of wells that do not have all the required sensors. The automatic adjustment, according to an algorithm that runs on a programmable logic controller maintains the flow and submergence within acceptable parameters avoiding undesirable operating conditions, as the gas interference and high engine temperature, without need to resort to stopping the engine, which would reduce the its useful life. The control strategy described, based on modeling of physical phenomena and operational experience reported in literature, is materialized in terms of a fuzzy controller based on rules, and all generated information can be accompanied by a supervisory system

Devido processo penal: uma análise acerca dos direitos fundamentais sob a perspectiva do processo eletrônico

The current study presents an analysis about the automation of the lawsuits in Brazil, which opens a new direction to be followed by the National Secretary of Justice, applied indistinctively to the civil, criminal and labor lawsuits, as well as to the special court houses at any degree of juridisdiction. It treats, specifically, about the transition from the classic lawsuit with bureaucratic aspects to the electronic one, based on the simplicity of the functions, the quality of the oral and the readiness. The light of the constitutional principle of the reasonable duration of the lawsuit, while fundamental rigth of the defendant and, under de protection of the democratic guarantee, it investigates, from the theory of the fundamental rights to the reform movement of the lawsiut, in the scenery of the alien law and national law, the latter, mostly because it has the automation as a necessary improvement claimed by modernity, yet without forgetting of the humane character inherent to the criminal lawsuit. It faces the issue of of the disruption of the paradigm of the written formality of the Brazilian lawsuit, the problem of the resistance to the new automized method, the use of the video conference for the inquest of the witnesses as well as for the questioning of the defendant, the advancements of the virtual lawsuit on the Superior Courts, Federal Supreme Court and Superior Court of Justice, it treats also about the role of the National Council of Justice - CNJ - to uniformize the legal proceedings in the country. Without neglecting the effective respect to the fundamental rights, it focuses the cultural change necessary so that the electronic technology can be, in fact, in the indictment system, the means to reach with excellency the citizenship by the simplification of the legal proceedings, transposing the baseless bureaucracy and assuring an effective judicial service assistance in order to have a better quality of life

Análise do processo judicial eletrônico (PJe) sob os parâmetros da discursividade processual e do acesso democrático à justiça

The conceptions of the judicial function, the process and the factors of legitimacy of the norm of decision are changed according to the model of State (liberal, social democratic and constitutional). The right of access to justice, likewise, follows the ideals present in constitutional movements experienced in different historical moments. The deficit of legitimacy of the judiciary is recurring subject of study in the doctrine, especially in the face of democratic standards that permeate the current paradigm of state. Under the process law, the essential element for the distinction of the states based on the rule of law (formal and material) and the democratic constitutional state lies in the democratic guarantee of participation to the litigants in the process of elaborating the norm of decision. The concern about the participatory democracy and the concretion of fundamental rights has as presupposition the conception of popular sovereignty. Keeping this effort in mind, the civil procedure cannot be oblivious to such considerations, especially when it justifies its constitutional conformation from the institutionalization of discourse within the procedural field (democratic principle) and of the democratization of access to justice, leading to the necessary contestation of the theory of instrumentality of the process. The democratic prospects of civil procedure and the concern about the legitimacy of the rule of decision cannot be moved away from the analysis of the judicial function and the elements that influence the legal suit s progress. The computerization of the judicial process entails extensive modification in the way the judicial function is developed, in view of automation of activities held, of the eliminating of bureaucratic tasks, manual and repetitive, and of streamlining the procedure. The objective of this study is to analyze the dogmatic changes and resulting practices from the implementation of the Judicial Electronic Process (JEP), prepared by the National Council of Justice, under the parameters of procedural discourse and democratic access to justice. Two hypotheses are raised, which, based on a bibliographic-documentary, applied and exploratory research, are contested dialectically. The expansion of publicity of procedural acts and the facilitating of communication and practice of such acts are elements that contribute to the effective participation of the recipients of the norm of decision in its making process and, therefore, the democratic principle in the procedural field. Ensuring access (to the parts) to the case files and reasonable duration of the process along with the preservation of its founding principles (contradictory, legal defense and isonomy) are essential to ensure democratic access to justice within the virtual system

RoboEduc: especificação de um software educacional para ensino da robótica às crianças como uma ferramenta de inclusão digital

Because of social exclusion in Brazil and having as focus the digital inclusion, was started in Federal University of Rio Grande do Norte a project that could talk, at the same time, about concepts of collaborative learning and educational robotics , focused on children digitally excluded. In this context was created a methodology that approaches many subjects as technological elements (e. g. informatics and robotics) and school subjects (e. g. Portuguese, Mathematics, Geography, History), contextualized in everyday situations. We observed educational concepts of collaborative learning and the development of capacities from those students, as group work, logical knowledge and learning ability. This paper proposes an educational software for robotics teaching called RoboEduc, created to be used by children digitally excluded from primary school. Its introduction prioritizes a friendly interface, that makes the concepts of robotics and programming easy and fun to be taught. With this new tool, users without informatics or robotics previous knowledge are able to control a robot, previously set with Lego kits, or even program it to carry some activities out. This paper provides the implementation of the second version of the software. This version presents the control of the robot already used. After were implemented the different levels of programming linked to the many learning levels of the users and their different interfaces and functions. Nowadays, has been implemented the third version, with the improvement of each one of the mentioned stages. In order to validate, prove and test the efficience of the developed methodology to the RoboEduc, were made experiments, through practice of robotics, with children for fourth and fifth grades of primary school at the City School Professor Ascendino de Almeida, in the suburb of Natal (west zone), Rio Grande do Norte. As a preliminary result of the current technology, we verified that the use of robots associated with a well elaborated software can be spread to users that know very little about the subject, without the necessity of previous advanced technology knowledges. Therefore, they showed to be accessible and efficient tools in the process of digital inclusion

Sistemas de automação e supervisão do laboratório de avaliação dos processos de medição de vazão e BSW

During a petroleum well production process, It is common the slmultaneous oil and water production, in proportion that can vary from 0% up to values close to 100% of water. Moreover, the production flows can vary a lot, depending on the charaeteristies of eaeh reservoir. Thus being, the meters used in field for the flow and BSW (water in the oil) measurement must work well in wide bands of operation. For the evaluation of the operation of these meters, in the different operation conditions, a Laboratory will be built in UFRN, that has for objective to evaluate in an automatic way the processes of flow and BSW petroleum measurement, considering different operation conditions. The good acting of these meters is fundamental for the accuracy of the measures of the volumes of production liquid and rude of petroleum. For the measurement of this production, the petroleum companies use meters that should indicate the values with tha largast possible accuracy and to respect a series of conditions and minimum requirements, estabelished by the united Entrance ANP/INMETRO 19106/2000. The laboratory of Evafuation of the Processes of Measurement of Flow and BSW to be built will possess an oil tank basically, a tank of water, besides a mixer, a tank auditor, a tank for separation and a tank of residues for discard of fluids, fundamental for the evaluation of the flow metars and BSW. The whole process will be automated through the use of a Programmable Logicat Controller (CLP) and of a supervisory system.This laboratory besides allowing the evaluation of flow meters and BSW used by petroleum companies, it will make possible the development of researches related to the automation. Besides, it will be a collaborating element to the development of the Computer Engineering and Automation Department, that it will propitiate the evolution of the faculty and discente, qualifying them for a job market in continuous growth. The present work describes the project of automation of the laboratory that will be built at of UFRN. The system will be automated using a Programmable Logical Controller and a supervisory system. The programming of PLC and the screens of the supervisory system were developed in this work

Desenvolvimento de um protocolo de comunicação para automação de subestações móveis via satélite

One of the most important decisions to turn a substation automatic and no attended it relates to the communication media between this substation and Operation Center. Generally energy companies uses radio or optic fiber, depending of distances and infrastructure of each situation. This rule applies to common substations. Mobile substations are a particular case, therefore they are conceived for use at provisional situations, emergencies, preventive or corrective maintenance. Thus the telecommunication solution used at common substations are not applied so easily to mobile substations, due absence of infrastructure (media) or difficulty to insert the mobile substation data in existing automation network not long. The ideal media must supply covering in a great geographic area to satisfy presented requirements. The implantation costs of this big infrastructure are expensive, however a existing operator may be used. Two services that fulfill that requirements are satellite and cellular telephony. This work presents a solution for automation of mobile substations through satellite. It was successfully implanted at a brazilian electric energy concessionaire named COSERN. The operation became transparent to operators. Other gotten benefits had been operational security, quality in the supply of electric energy and costs reduction. The project presented is a new solution, designed to substations and general applications where few data should be transmitted, but there is difficulties in relation to the media. Despite the satellite having been used, the same resulted can be gotten using celullar telephony, through Short Messages or packet networks as GPRS or EDGE.

Simulador computacional do comportamento em regime de poços de petróleo equipados com gas-lift contínuo

Amongst the results of the AutPoc Project - Automation of Wells, established between UFRN and Petrobras with the support of the CNPq, FINEP, CTPETRO, FUNPEC, was developed a simulator for equipped wells of oil with the method of rise for continuous gas-lift. The gas-lift is a method of rise sufficiently used in production offshore (sea production), and its basic concept is to inject gas in the deep one of the producing well of oil transform it less dense in order to facilitate its displacement since the reservoir until the surface. Based in the use of tables and equations that condense the biggest number of information on characteristics of the reservoir, the well and the valves of gas injection, it is allowed, through successive interpolations, to simulate representative curves of the physical behavior of the existing characteristic variable. With a simulator that approaches a computer of real the physical conditions of an oil well is possible to analyze peculiar behaviors with very bigger speeds, since the constants of time of the system in question well are raised e, moreover, to optimize costs with assays in field. The simulator presents great versatility, with prominance the analysis of the influence of parameters, as the static pressure, relation gas-liquid, pressure in the head of the well, BSW (Relation Basic Sediments and Water) in curves of request in deep of the well and the attainment of the curve of performance of the well where it can be simulated rules of control and otimization. In moving the rules of control, the simulator allows the use in two ways of simulation: the application of the control saw software simulated enclosed in the proper simulator, as well as the use of external controllers. This implies that the simulator can be used as tool of validation of control algorithms. Through the potentialities above cited, of course one another powerful application for the simulator appears: the didactic use of the tool. It will be possible to use it in formation courses and recycling of engineers

Desenvolvimento de um Sistema de Visão Global para uma Frota de Mini-Robôs Móveis

Navigation based on visual feedback for robots, working in a closed environment, can be obtained settling a camera in each robot (local vision system). However, this solution requests a camera and capacity of local processing for each robot. When possible, a global vision system is a cheapest solution for this problem. In this case, one or a little amount of cameras, covering all the workspace, can be shared by the entire team of robots, saving the cost of a great amount of cameras and the associated processing hardware needed in a local vision system. This work presents the implementation and experimental results of a global vision system for mobile mini-robots, using robot soccer as test platform. The proposed vision system consists of a camera, a frame grabber and a computer (PC) for image processing. The PC is responsible for the team motion control, based on the visual feedback, sending commands to the robots through a radio link. In order for the system to be able to unequivocally recognize each robot, each one has a label on its top, consisting of two colored circles. Image processing algorithms were developed for the eficient computation, in real time, of all objects position (robot and ball) and orientation (robot). A great problem found was to label the color, in real time, of each colored point of the image, in time-varying illumination conditions. To overcome this problem, an automatic camera calibration, based on clustering K-means algorithm, was implemented. This method guarantees that similar pixels will be clustered around a unique color class. The obtained experimental results shown that the position and orientation of each robot can be obtained with a precision of few millimeters. The updating of the position and orientation was attained in real time, analyzing 30 frames per second

Adaptação eletrônica de um leitor mecânico de coto, investigação e desenvolvimento de interface CAD

Due to advances in the manufacturing process of orthopedic prostheses, the need for better quality shape reading techniques (i.e. with less uncertainty) of the residual limb of amputees became a challenge. To overcome these problems means to be able in obtaining accurate geometry information of the limb and, consequently, better manufacturing processes of both transfemural and transtibial prosthetic sockets. The key point for this task is to customize these readings trying to be as faithful as possible to the real profile of each patient. Within this context, firstly two prototype versions (α and β) of a 3D mechanical scanner for reading residual limbs shape based on reverse engineering techniques were designed. Prototype β is an improved version of prototype α, despite remaining working in analogical mode. Both prototypes are capable of producing a CAD representation of the limb via appropriated graphical sheets and were conceived to work purely by mechanical means. The first results were encouraging as they were able to achieve a great decrease concerning the degree of uncertainty of measurements when compared to traditional methods that are very inaccurate and outdated. For instance, it's not unusual to see these archaic methods in action by making use of ordinary home kind measure-tapes for exploring the limb's shape. Although prototype β improved the readings, it still required someone to input the plotted points (i.e. those marked in disk shape graphical sheets) to an academic CAD software called OrtoCAD. This task is performed by manual typing which is time consuming and carries very limited reliability. Furthermore, the number of coordinates obtained from the purely mechanical system is limited to sub-divisions of the graphical sheet (it records a point every 10 degrees with a resolution of one millimeter). These drawbacks were overcome by designing the second release of prototype β in which it was developed an electronic variation of the reading table components now capable of performing an automatic reading (i.e. no human intervention in digital mode). An interface software (i.e. drive) was built to facilitate data transfer. Much better results were obtained meaning less degree of uncertainty (it records a point every 2 degrees with a resolution of 1/10 mm). Additionally, it was proposed an algorithm to convert the CAD geometry, used by OrtoCAD, to an appropriate format and enabling the use of rapid prototyping equipment aiming future automation of the manufacturing process of prosthetic sockets.

Um ambiente para especificação e execução AD-HOC de processos de negócio baseados em serviços Web

Recently the focus given to Web Services and Semantic Web technologies has provided the development of several research projects in different ways to addressing the Web services composition issue. Meanwhile, the challenge of creating an environment that provides the specification of an abstract business process and that it is automatically implemented by a composite service in a dynamic way is considered a currently open problem. WSDL and BPEL provided by industry support only manual service composition because they lack needed semantics so that Web services are discovered, selected and combined by software agents. Services ontology provided by Semantic Web enriches the syntactic descriptions of Web services to facilitate the automation of tasks, such as discovery and composition. This work presents an environment for specifying and ad-hoc executing Web services-based business processes, named WebFlowAH. The WebFlowAH employs common domain ontology to describe both Web services and business processes. It allows processes specification in terms of users goals or desires that are expressed based on the concepts of such common domain ontology. This approach allows processes to be specified in an abstract high level way, unburdening the user from the underline details needed to effectively run the process workflow

Geração automática de testes a partir de descrições de linguagens

Some programs may have their entry data specified by formalized context-free grammars. This formalization facilitates the use of tools in the systematization and the rise of the quality of their test process. This category of programs, compilers have been the first to use this kind of tool for the automation of their tests. In this work we present an approach for definition of tests from the formal description of the entries of the program. The generation of the sentences is performed by taking into account syntactic aspects defined by the specification of the entries, the grammar. For optimization, their coverage criteria are used to limit the quantity of tests without diminishing their quality. Our approach uses these criteria to drive generation to produce sentences that satisfy a specific coverage criterion. The approach presented is based on the use of Lua language, relying heavily on its resources of coroutines and dynamic construction of functions. With these resources, we propose a simple and compact implementation that can be optimized and controlled in different ways, in order to seek satisfaction the different implemented coverage criteria. To make the use of our tool simpler, the EBNF notation for the specification of the entries was adopted. Its parser was specified in the tool Meta-Environment for rapid prototyping