Analys av en meddelandetjänst vid krissituationer baserat på CBS-tekniken(Cell Broadcast Service)

Uppdragsgivare för detta examensarbete är Länsstyrelsen Dalarna. Målet är att undersöka hur lämplig tekniken med CBS (Cell Broadcast Service) baserade textmeddelande är vid viktigt meddelande till allmänheten (VMA-larm). En tjänst som utnyttjar CBS-tekniken kan rädda liv om allmänheten i ett tidigt skede får reda på vad som hänt och vart de ska bege sig.Rapporten visar på hur man kan använda SMS då en krissituation uppstår. Med hjälp av CBS-tekniken skickas meddelandet till specifikt valda basstationer och alla mobiltelefoner som är uppkopplade mot den. Det positiva är att bara de som behöver få veta vad som hänt får meddelandet.Enligt specifikationerna (ETSI) på GSM och 3G-näten i Sverige finns det stöd för utskick av CBS-meddelanden inbyggt i de befintliga näten. Det finns dock vissa problem vid införandet av CBS-tekniken i operatörsnäten. Operatörerna måste implementera en Cell Broadcast Center (CBC) i näten, denna del av infrastrukturen kommunicerar med basstationerna och sköter utskicken av CBS-meddelanden. Ett ytterligare problem med CBS-tekniken är att användarna måste aktivera mobiltelefonen för att ta emot CBS-meddelanden.Enligt Telia och Vodafone används CBS inte i Sverige idag men vi bedömer att tjänsten för att varna allmänheten kan använda sig av CBS-tekniken om den implementeras i operatörsnäten. Vi har i detta arbete använt oss av en generell kvalitativ metod kompletterat med Siegels metod. Med den kvalitativa metoden har vi intervjuat Telia och Vodafone på ingående fakta om CBS-tekniken. Vid design av teknisk lösning har vi använt oss av Siegels två första faser.

O impacto da terceirização do call center em empresas de energia elétrica no Brasil

This dissertation seeks to recognize the impacts that outsourcing of the call center brings to firms of electrical energy in Brazil. For this research, two existing cases in the brazilian sector electric: i) case of Cemig, firm mineira of electrical energy; ii) case Light, firm carioca of electrical energy. The framework of this dissertation is based of the methodology of multiple study cases described by Robert Yin (2003). This work analyzed separately each of the cases and compared the results obtained in each analysis. In this way, this research aimed at analyzing the impacts that firms sufering in outsource the call center, despite the citys are diferents, like the factors of the environment. The obtained results suggest that the firms adopt the mixed call center, with the greatest part of outsources employees and with less proper. The importants impacts seeks in this research are the lost of the image, quality and the control of the process of answering. The aim impacts of a outsourcing the call center find in this research are the lost of the image of the firm and the reduction of the control of the process of customer service, impacting directly on the quality of the customer service.

Implantação de tecnologia de monitoramento remoto para e-service: um estudo exploratório

The purpose of this study is to define measures to increase customer satisfaction and company competitiveness using a remote monitoring technology, in an exploratory study of Alpha Elevator Company (nick name chosen to the company by the actor of the dissertation). Regarding the competitive market, the service industry is striving to achieve productivity, following the example of the manufacturing industry. Nevertheless, these efforts are limited by the amount of hours worked per week, month or year, since the sector charges its services based on the hours spent working on the equipment of the client or based on the numbers of visits. This study is based in the overcoming of the traditional paradigm of selling number of hours by a system of selling results and performance. Employing a remote monitoring system, the elevators under the company service are monitored continually and defects are detected and transmitted to the customer care center, via phone line. The customers can access this data through the Internet and obtain information like availability rate of their elevators and call back response time rate, besides being able to buy products on the company¿s home page and to send feedback. The results were obtained by participating in conferences among experts of the company, in Japan and the United States. Through the analysis of the business environment and based on the bibliographic reference, a strategy was developed to implement e-service as a competitive differentiation.

Uma investigação empírico-exploratória acerca da causalidade dos indicadores operacionais de call center com a satisfação dos clientes

Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, exists a theoretical reference that privileges the search of the improvement of diverse operational performance indicators. This study, empirically examines the relationship between caller satisfaction and diverse operational performance indicators currently used for call center management in Brazil. For in such a way, a group of telecommunications segment call centers will be used searching to determine which indicators are really more significantly correlated with the customer satisfaction. Of this form, it is aimed at to add new evidences and explanations to existing literature, in way that companies of call center industry can give a more adequate service to their customer, opposite to solely focus its efforts in the improvement of a great set of performance pointers that, effectively, can not become related with the customer satisfaction.

Knowledge effect on firm performance in manufacturing and service firms

This thesis seeks to examine the difference between manufacturing and service firms with respect to the effects of knowledge on performance, and the influence of market turbulence in this relationship. Empirical data, resulting from a survey, was collected from more than 1,206 firms, involving several sectors. Two samples were analyzed, one with 334 manufacturing and other with 509 service firms. The findings indicate no significant difference in the importance of knowledge on performance between these sectors in the absence of market turbulence: knowledge development (KD) has a stronger effect than culture of competitiveness (CC) on firm performance. However, under market turbulence, manufacturers differ from service providers. The positive effect of KD is enhanced, while the positive effect of CC remains the same for manufacturing firms. On the other hand, the positive effect of KD is diminished, while the positive effect of CC is enhanced for service firms. This supports the argument concerning differences in the nature of manufacturing and service industries. From a managerial point of view, results confirm the importance of knowledge, irrespective of firm sector or market turbulence. However, while industrial firms should center efforts on KD, service firms must find a balance where knowledge development (e.g. norms, processes, routines) does not impair their culture of competitiveness (e.g. learning, innovation, action). The thesis contributes to existing literature by proposing that: (1) the positive effect of knowledge on performance is confirmed; (2) under turbulent markets manufacturing and service firms have different responses concerning the influence of knowledge on performance; (3) a multidimensional performance construct based on cost, profitability, and growth is an interesting way to evaluate firm sustained competitive advantage, rather than one-dimensional constructs; (4) the CC x KD interaction, found relevant for supply chains in previous studies, is not supported for firms; (5) differences in unit of analysis, e.g. from supply chains to firms, result in different effects of KD and CC on firm performance; (6) existing scales can be improved with the addition of more diverse indicators, capturing a wider range of concepts (e.g. information transfer measurement); and (7) results from previous studies are supported for Brazilian firms, contributing for theory generalization.

A gestão de pessoas em centros de serviços compartilhados no Brasil: um estudo sobre a percepção dos gestores e empregados operacionais

Os estudos da área de Administração se concentraram em compreender as atividades core das organizações, de forma que os esforços para se entender as atividades de staff e a maneira pela qual elas podem agregar valor foram menos exploradas. Assim, estruturas organizacionais como os centros de serviços compartilhados (CSCs) se apresentam não apenas como uma oportunidade de estudo, mas também como uma demanda da área, dada a expansão desse modelo de prestação de serviços de atividades de staff dos grandes grupos organizacionais. Diante desse contexto, existe um ambiente específico de trabalho que pouco se aprofundou em relação à área de Recursos Humanos (RH), sendo importante, portanto, entender quais são as percepções dos funcionários de CSCs (analistas e gestores) diante das práticas e características organizacionais relacionadas com a Gestão de Pessoas. Assim sendo, o objetivo do presente estudo é verificar como se configuram as características e práticas que se relacionam à Gestão de Pessoas nos CSCs, a partir das percepções de seus gestores e analistas. Embasando-se na literatura sobre as características dos CSCs, atrelada à gestão de pessoas nesse tipo de estrutura e da Administração Estratégica de RH, estruturou-se o arcabouço teórico do estudo e definiram-se as categorias de análise. Por meio de um estudo de caso, quatro CSCs instalados no Brasil foram abordados, sendo entrevistadas 44 pessoas (sete gestores e 37 analistas operacionais). Os resultados apontaram categorias específicas aos CSCs fossem levantadas: gerência de linha, desenvolvimento profissional e responsabilidade dos analistas, sentimento de inferioridade, estratégias de retenção de empregados, diversidade interna, formação de centro de excelência. Concluiu-se que os CSC requerem um departamento de Gestão de Pessoas específico para seus empregados internos para atender as especificidades do CSC; deve haver cuidado em aplicação de modelos rígidos internamente porque os CSCs maduros são diversificados; que os CSCs são centros de excelência para conhecimentos operacionais; os gerentes de linha poderiam ser mais bem treinados para melhorar seus relacionamentos com os analistas.

Estudo da fidelização dos clientes de telefonia celular na grande São Paulo em função do atendimento recebido por esses na área de call center das operadoras

O objetivo desse trabalho é fazer um estudo exploratório acerca da fidelização de usuários de serviços de telefonia celular, na Grande São Paulo, em função do atendimento percebido por ele, quando em contato com o Call Center da empresa. Buscou-se verificar quais os elementos importantes e impactantes do atendimento, assim como de que modo o atendimento prestado pelo Call Center impacta na fidelização do cliente à sua operadora. Para tanto, foi empreendida uma pesquisa de campo junto a clientes das diversas operadoras atuantes na região.

Luxation injuries in primary teeth: a retrospective study in children assisted at an emergency service

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Effects on permanent teeth after luxation injuries to the primary predecessors: a study in children assisted at an emergency service

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Luxation injuries in primary teeth: a retrospective study in children assisted at an emergency service

ABSTRACT: The purpose of this study was to analyze luxation injuries in children between the ages of 0 and 5 years treated at an emergency service department. A total of 1,703 records, corresponding to a period of 10 years at the Emergency Center of the Baby Clinic at Londrina State University, Brazil, were analyzed. The age, gender, etiologic factors, type of injury, injured teeth, treatment and time interval between injury and treatment were determined for each patient. Of the examined records, 409 patients met the study criteria and included a total of 679 injured teeth. Statistical analyses were carried out using the chi-square test with the level of significance set at 5%. Trauma incidence was higher in boys (57.0%) and in children less than two years of age (40.3%). Falling while walking or running was the most predominant etiologic factor (37.7%), and the most prevalent type of injury was subluxation (32.6%). Luxation injuries decreased with increasing age (p = 0.045). Treatment usually occurred within the first 1-15 days and was significantly associated with the type of trauma (p = 0.041). "Monitor only" was the treatment most frequently observed (74.0%). In conclusion, more luxation injuries were found in younger children, predominantly in boys. Falls resulting from walking or running were the etiologic factor most observed, with subluxation as the most common type of trauma. Treatment usually occurred within the first 15 days after the injury. Despite the severity of these injuries, "monitor only" was the eligible treatment.

School inclusion: analyzing the establishment and organization of a special needs education service in a brazilian municipality

The present research integrates a network of studies called National Monitoring Center for Special Education (NMCSE) which studies the Multi-purpose Feature Rooms (MFRs) in regular schools. We aim to investigate whether the service offered by such rooms, maintained by the Department of Education of the Municipality of Araraquara, in São Paulo State, Brazil, is being successful at supporting the education of children and youth with special needs, pervasive developmental disorders and high skilled/gifted individuals. We have also investigated the limits and possibilities of such rooms concerning the set of services offered to their participants. In order to conduct the present research, we have performed: an interview with the Special Education Program manager from the abovementioned Department of Education; and the analysis of a Training Program that MFRs teachers must take. The training program consists of ten morning and afternoon shift meetings. The analyzed data leads us to conclude that the policy of implementation of MFRs, even in this relatively restricted universe is seen from different perspectives. Some interpretations are still permeated by the clinical model, considering individual action. The challenges observed in the classrooms show that the cooperation among teachers still occur randomly and, among other difficulties raised by them, is the selection of the right placement methods to identify eligible students who will benefit from the Specialized Educational Service (SES). In addition, teaching evaluation was considered fragile, as well as the training and the general requirements demanded in order to achieve the expected results.

Implantação da vigilância do câncer relacionado ao trabalho em Londrina-PR entre 2011 e 2014

Pós-graduação em Saúde Coletiva - FMB

O emprego de técnicas de qualidade de serviço em redes sem fio aplicado à automação predial

Pós-graduação em Engenharia Elétrica - FEIS

A load-balancing spare capacity reallocation approach in service-rich SONET metro mesh networks

The next-generation SONET metro network is evolving into a service-rich infrastructure. At the edge of such a network, multi-service provisioning platforms (MSPPs) provide efficient data mapping enabled by Generic Framing Procedure (GFP) and Virtual Concatenation (VC). The core of the network tends to be a meshed architecture equipped with Multi-Service Switches (MSSs). In the context of these emerging technologies, we propose a load-balancing spare capacity reallocation approach to improve network utilization in the next-generation SONET metro networks. Using our approach, carriers can postpone network upgrades, resulting in increased revenue with reduced capital expenditures (CAPEX). For the first time, we consider the spare capacity reallocation problem from a capacity upgrade and network planning perspective. Our approach can operate in the context of shared-path protection (with backup multiplexing) because it reallocates spare capacity without disrupting working services. Unlike previous spare capacity reallocation approaches which aim at minimizing total spare capacity, our load-balancing approach minimizes the network load vector (NLV), which is a novel metric that reflects the network load distribution. Because NLV takes into consideration both uniform and non-uniform link capacity distribution, our approach can benefit both uniform and non-uniform networks. We develop a greedy loadbalancing spare capacity reallocation (GLB-SCR) heuristic algorithm to implement this approach. Our experimental results show that GLB-SCR outperforms a previously proposed algorithm (SSR) in terms of established connection capacity and total network capacity in both uniform and non-uniform networks.

A Load-Balancing Shared-Protection-Path Reconfiguration Approach in WDM Wavelength-Routed Networks

Wavelength-routed networks (WRN) are very promising candidates for next-generation Internet and telecommunication backbones. In such a network, optical-layer protection is of paramount importance due to the risk of losing large amounts of data under a failure. To protect the network against this risk, service providers usually provide a pair of risk-independent working and protection paths for each optical connection. However, the investment made for the optical-layer protection increases network cost. To reduce the capital expenditure, service providers need to efficiently utilize their network resources. Among all the existing approaches, shared-path protection has proven to be practical and cost-efficient [1]. In shared-path protection, several protection paths can share a wavelength on a fiber link if their working paths are risk-independent. In real-world networks, provisioning is usually implemented without the knowledge of future network resource utilization status. As the network changes with the addition and deletion of connections, the network utilization will become sub-optimal. Reconfiguration, which is referred to as the method of re-provisioning the existing connections, is an attractive solution to fill in the gap between the current network utilization and its optimal value [2]. In this paper, we propose a new shared-protection-path reconfiguration approach. Unlike some of previous reconfiguration approaches that alter the working paths, our approach only changes protection paths, and hence does not interfere with the ongoing services on the working paths, and is therefore risk-free. Previous studies have verified the benefits arising from the reconfiguration of existing connections [2] [3] [4]. Most of them are aimed at minimizing the total used wavelength-links or ports. However, this objective does not directly relate to cost saving because minimizing the total network resource consumption does not necessarily maximize the capability of accommodating future connections. As a result, service providers may still need to pay for early network upgrades. Alternatively, our proposed shared-protection-path reconfiguration approach is based on a load-balancing objective, which minimizes the network load distribution vector (LDV, see Section 2). This new objective is designed to postpone network upgrades, thus bringing extra cost savings to service providers. In other words, by using the new objective, service providers can establish as many connections as possible before network upgrades, resulting in increased revenue. We develop a heuristic load-balancing (LB) reconfiguration approach based on this new objective and compare its performance with an approach previously introduced in [2] and [4], whose objective is minimizing the total network resource consumption.