Redução de desperdícios no serviço de atendimento ao consumidor: estudo de caso do orçamento base zero em uma empresa de linha branca

The self-evaluation is increasingly necessary in a competitive environment, and a way for companies to self-evaluate is through your budget. Knowing the importance of this budgetary process, this study aimed to observe and analyze the developing process of a zero-based budgeting (ZBB) highlighting its best practices and difficulties and propose recommendations for other companies in general. This goal was achieved through a case study in an area responsible for the budgeting process in the customer services department from a white-goods company. Also was required to review the literature regarding the customer services area, waste reduction, cost management, budgets in general and the zero-based budgeting. After reviewing the literature and the study, we can highlight good practices and difficulties observed in the studied company, and also propose recommendations on how to develop a zero-based budget and evidence what plans, analyzes and justifications are essential in a good budget process execution

Help-me-Here: sistema para atendimento a chamada de emergência rápida e inteligente

This final paper is a reflection on mobile service of urgency by raising the main difficulties encountered by organizations, and seeking innovative solutions through new technological features like smartphones, tablets application and cloud computing to develop a scalable system and globalized, based on geolocation that is able to overcome this difficulty being accessible to the whole population

Utilização de água pluvial para fins não potáveis: análise do atendimento da demanda pelo método de eficiências para dimensionamento de reservatório para diferentes regimes pluviométricos brasileiros

Brazil has about 12 % of a life´s essential resource: the superficial fresh water of the planet. However, today it is possible to observe the bad management of this resource, generating serious consequences on the quality that results in the loss of the use´s availability. In this scenario, the catchment of rainwater for undrinkable use is an alternative that has been broadly studied for the scientific community. When planning a system of rainwater catchment, the sizing of the required volume of the tank that will keep the water has a fundamental importance for the project, seeing that the supersizing of the tank can bring high costs and the undersizing can bring shortage in the water supply. This paper used a methodology based on two concepts: the harvesting efficiencies and the attending efficiencies of the system. This method takes as principle that exist a perfect demand that minimize the repayment time, condition that happened when the efficiencies are equal. Brazilian’s cities with different weathers and different rainfalls where chosen to simulate the attending for different demands for a typical residence. The data where parameterized according to the roof area and the number of residents, that way is possible that a future conference can be easily done and it also ensure results closer to the reality. The results showed that cities with a lower period of drought, even those with high level of rainfall on the raining mouths, have lower potential of water supply. The cities where the rainfall is more constant and also more high, even small roofs areas and small tank´s volumes – about half of the size compare to the cities with less propitious conditions – can generate high levels of water saving. With an eye to promote the environmental sustainability, the investment on projects for the catchment of rainwater is a good alternative

Avaliação do potencial de microgeração em despacho econômico para atendimento aos requisitos de etiquetagem de edifícios

The discussions about the energy rationalization are gaining more and more space on the everyday of engineers and other professionals in the field of energy. A greater focus is being tied to commercial buildings, because they are one of the biggest responsible for the high energetic expenditure according to the National Energetic Balance, especially by the use of air conditioners for the people’s thermal comfort. Such finding made INMETRO to develop a building labeling procedure through th National Program of Electric Energy Conservation in Buildings; by means of this systematic, the built areas are classified by levels that go from A(the best) to E(the worst), taking into account envelopment, illumination system and air conditioning. A bonus process based on water rationalization, use of renewable energy sources, cogeneration systems or technical innovations, allows the classification to be changed up to one level. A study made exactly on a commercial building, the building of Foundation for Technological and Scientific Development located inside of the College of Engineering of Guaratinguetá, sought to identify technical/economic alternatives for the building certification and appealed to the bonus based on water rationalization. The present study is based on analysis of deploying a cogeneration system formed by internal combustion engine and an absorption refrigeration system as bonus alternative, so that the costs are analyzed regarding energy consumption and use of the motor. With the calculations and results, the viability of the building to receive a bonus from INMETRO through its National Program for Energy Conservation in Buildings is studied and concluded from this study whether or not you can get a better level of energy efficiency for the building in question... (Complete abstract click electronic access below)

A espacialização do atendimento médico no Alto Vale do Ribeira (Ribeira/SP e Adrianópolis/PR) sob a ótica da geografia da saúde

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Proposta de um dispositivo para ajuste automático da altura de uma cama hospitalar

This paper proposes a mechanical device to adapt a simple model of hospital bed used in the Emergency Department at Santa Casa of Guaratinguetá, allowing the bed’s height adjustment with electromechanical drive. This adaptation aims to introduce improvements in the routine work of nurses and reduce ergonomic problems stemming from repetitive strain during the transfer of patients to stretchers and wheelchairs, as well as providing more comfort to the bedridden patient. The device is mainly composed of: an electric induction motor used to drive the engine, a steel spindle with square thread, which allows axial displacement of the bed, a transmission system with pulleys and belt, which transmits power supplied by the motor to the spindle. The mechanism allows the height of the bed is regulated between 400 and 800 mm. The estimated implementation cost of this proposal is lower than the acquisition cost of a commercial hospital bed with the same features, which confirms the feasibility of the proposed solution

Melhoria do nível de serviço no atendimento ao cliente por meio da estrutura direta de distribuição Transit Point

Increasingly competitive markets have driven the search for companies in many different ways to win and keep customers. The service level is basically the performance of companies in fulfilling the orders made, or how companies demonstrate to their clients efforts in their behalf. This work aims to solve the difficulties faced by a multinational company present in Brazil, in the distribution of its products in the category Ice Cream in order to improve the service level of their customers. Review the logistics network and concepts related to the distribution system of products is one of several ways to achieve this goal, as well as the use of IT and tools to assist in planning and programming of the physical distribution of products. In this study we used the concept of direct distribution system called Transit Point (TP). The TP provides at the same time, a strategy of rapid response, flexibility, low transportation costs and no inventory. A router - software capable of simulating the actual conditions experienced in the daily distribution - was used to assist in calculations. Results showed reductions of up to 47.5% in transportation costs and better conditions were provided in the distribution of products, positively impacting on service levels and in the maintenance of products quality, with a reduction of 1.6% of the total costs involve

Saúde mental do idoso: percepções relacionadas com o envelhecimento em interface com o atendimento de saúde na atenção básica

Worldwide, growth is seen in the elderly population, which has prompted the use oftechnologies of care that include all stages of life and for that use, it is necessary toprepare professionals to meet this growing demand population. This work aims to understand how old people feel by their condition and identify how old people perceive this treatment in the Family Health Unit. The research is characterized asqualitative and Minayo second analysis was used Bardin. After, thematicinterviews, it was possible to appreciate the topics: Good, dissatisfaction through the life and likes / dislikes of the service unit. This work can be seen that the elderlywho were well, allied to good living with this family, with spouses, autonomy, respect they encounter in society. And when compared with those who have a complaint, we find that lack of family and age restrictions and diseases are the main complaints

Programa pós-creche e atendimento público municipal: um olhar para as condições da oferta de educação para a primeira infância

Pós-graduação em Educação - IBRC

Modelagem de processos de negócios: uma proposta no serviço de atendimento ao usuário da biblioteca da Unesp Guaratinguetá

This work is a study on the Technical Service Library and Documentation Prof. Carlos Alberto de Buarque Borges , on the Faculdade de Engenharia de Guaratinguetá , regarding to the service user , aiming to detect and analyze the current problems and suggesting improvements that could result in optimization of care and increased quality of services. For this, was chosen the methodology of Business Processes Modeling, which enabled the detailing of the processes implemented in the library and the identification the critical points , as low investment and short number of employees, which made possible suggest ways to improve the quality of service to users, as awareness campaigns and the implementation of an system to input the literature needed for each course

Inclusão no ensino superior: das políticas públicas aos programas de atendimento e apoio às pessoas com necessidades educacionais especiais

Pós-graduação em Educação - FFC

Organização e funcionamento do atendimento educacional especializado na educação infantil: estudo de caso

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Atendimento à norma NBR 12.209/2011 na implantação de uma Estação de Tratamento de Esgotos no município de Guaratinguetá (SP)

The progressive growth of the population and the increase of sewage generated has demanded of society and public policies that, besides the collection network deployment is carried out the treatment and proper disposal of treated sewage in all brazilian municipalities. The aim of this study was to monitor and evaluate the work of implementation of a Sewage Treatment Plant (STP) in Guaratinguetá city of São Paulo state, to identify the compliance with legal requirements and the NBR 12,209/2011. The construction of this ETE met all the requirements of NBR 12209/2011 and benefited a large portion of population with the sewage treatment. Based on the results of this assessment it was concluded that the construction of a STP is relatively simple, differing only on the legal requirements related to the location, area for the construction and materials used in the work. The knowledge generated in this study will assist the public policies in the implementation of STPs in municipalities that do not yet have this basic sanitation

O ensino profissional no Plano Nacional de Educação: as questões da oferta, do atendimento e da formação profissional

The aim of this paper is to discuss the issues of supply, service and training put in the brazilian National Education Plan (Law No. 10.172/2001), whose term expired in January 2011. Since a new project of the National Education Plan for the next decade, is currently under discussion in Congress, believe to be of paramount importance to examine which goals that have been achieved, which were partially achieved and what have not yet been achieved, always aiming to better development of professional education in Brazil, we consider mode of teaching still undervalued in the context of public education policies in Brazil.