Satisfação dos clientes de terceira idade com o auto-atendimento em uma agência do Banco do Brasil

Este trabalho de conclusão tem como seu objetivo principal verificar os serviços que são oferecidos nas Salas de Auto-Atendimento (SAA) para a terceira idade, em uma agência do Banco do Brasil, em Porto Alegre. Interessa saber como é a percepção desse público com relação ao tema proposto para sugerir à instituição bancária melhorias, bem como comprovação em futuros estudos. Diante das impressões dos consumidores dos produtos e serviços oferecidos no ambiente ora analisado, percebe-se que este público tem pouca familiaridade quando lida com a automação bancária, embora outros problemas paralelos foram destacados, como a necessidade permanente de funcionários para auxiliá-los durante as operações, as filas ocasionando cansaço físico, a segurança nas SAA, a pouca privacidade quando utilizam as máquinas e a necessidade de conforto nesse ambiente, como a disponibilização de cadeiras, bebedouros e vasos com plantas. A grande maioria ainda prefere o atendimento tradicional, ou seja, o contato humano. Para este público, este é o caminho mais seguro e agradável para acessar os produtos e serviços bancários. Notou-se a reduzida oferta de estudos sobre o assunto quando se trata de relacionar a automação bancária versus terceira idade, bem como a inexistência de uma política diferenciada de atendimento para esse público.

Processos digitais na prefeitura de Santos

O presente trabalho foi realizado com o intuito de identificar e acompanhar os principais desafios que a Prefeitura Municipal de Santos, por intermédio de sua Secretaria de Gestão, encontrou na implantação de seu programa de digitalização de processos administrativos. Realizaram-se entrevistas em campo com quatro visitas à cidade de Santos para verificar a formulação e aplicação concreta do programa, pesquisa de material legal, especialmente do Decreto e da Portaria Municipal que criaram efetivamente a obrigação para que todos os servidores do Município elaborem determinados processos administrativos de maneira unicamente digital. Ainda, outra base de pesquisa foi a comparação da experiência com as de outros entes, poderes e órgãos públicos brasileiros que já adotaram os processos administrativos eletrônicos. A metodologia utilizada para realizar o trabalho deu-se por meio de visitas in loco e entrevistas com os gestores responsáveis e, também, com os usuários do sistema, visando coletar informações a respeito do programa – inclusive seu histórico referente à fase de formulação –, bem como perceber as impressões e expectativas dos servidores. Devido à relevância e atualidade do tema, analisou-se se o programa poderia ser considerado uma política pública, o que resultou numa conclusão positiva, com desdobramentos potenciais para a discussão da implantação e modernização de processos no âmbito da administração pública. Buscou-se, por fim, contribuir com o município para a construção de uma metodologia de avaliação mediante a utilização de indicadores, por meio dos quais torna-se possível medir a eficiência e o impacto da nova sistemática.

A valorização da competência em liderança nas agências reguladoras federais

Os desafios impostos à Administração Pública são crescentes. Problemas públicos complexos e uma sociedade cada vez mais consciente de seus interesses e insatisfeita com a prestação dos serviços públicos a pressionam a buscar formas de enfrentar essas questões. A presença de lideranças capazes pode ser um meio de alavancar o caráter criativo e inovador das instituições públicas, assegurando agilidade e qualidade na resposta a essa sociedade mais atenta e conhecedora de seu valor. Nesse sentido, o presente estudo buscou identificar em que medida as agências reguladoras federais, autarquias especiais da Administração Pública indireta, têm valorizado suas lideranças. Reconhecidas pela elevada especialização técnica, fundamental para a atuação em setores dinâmicos e estratégicos para os interesses do país, é de se esperar que seus esforços sejam por assegurar o emprego de uma gestão moderna e eficaz. O estudo considerou as impressões colhidas a partir de entrevistas com os responsáveis pela gestão de pessoas dessas instituições. Como resultado foi possível concluir que, de fato, as agências reguladoras vêm envidando esforços no sentido de identificar, capacitar e fortalecer as suas lideranças, com vistas a aprimorar a gestão organizacional.

O gerenciamento de impressões e a qualidade dos serviços nos hotéis da Paraíba

The present study has got as its aim to show how the impressions management is being used by the hotels in Paraiba State. For that, the dramma or role play perspective has been adopted as a model for service management. From the theater metaphor, the physical environment and its components can be seen as a scenery of the service show. We conduct the reader to notice the importance of the consummer about the service quality demand and its influence on his satisfaction. A methodology with exploring and qualifying nature has been adopted by using the analyses of content technique in interviews applied to hotel managers lebeled as having 4 and 5 stars in the State, trying to check how impression management takes place, identifying impression management tools used in relation to the physical evidences and to contacting people, as well as checking managers views in the survey about the use of impression management for client satisfaction make. The information revealed that managers, maybe for being unaware about impression management theory, haven t considered neither the physical evidences yet, nor contacting people as marketing tools. About the physical evidences, we could see that hotels take actions in a pulverized way referring to environment decoration and colors, however there isn t a global usage of physical evidences to highlight the service. Contacting people by their turn, receive better importance and attention. It was possible to make sure that managers are aware about the influence of the employee over the attendance quality. This way, we may come into a conclusion that impression management at Paraiba hotels has been under used, as long as managers seem to be, most times, turned to actions related to contacting people, not having realized the planning importance and national-wide use of service scenery in a genaral way yet

Processamento e análise de imagens na caracterização da superfície do titânio submetido a um ensaio de cultura de células

This work aims to develop a methodology for analysis of images using overlapping, which assists in identification of microstructural features in areas of titanium, which may be associated with its biological response. That way, surfaces of titanium heat treated for 08 (eight) different ways have been subjected to a test culture of cells. It was a relationship between the grain, texture and shape of grains of surface of titanium (attacked) trying to relate to the process of proliferation and adhesion. We used an open source software for cell counting adhered to the surface of titanium. The juxtaposition of images before and after cell culture was obtained with the aid of micro-hardness of impressions made on the surface of samples. From this image where there is overlap, it is possible to study a possible relationship between cell growth with microstructural characteristics of the surface of titanium. This methodology was efficient to describe a set of procedures that are useful in the analysis of surfaces of titanium subjected to a culture of cells

Corpo e Velhice: um estudo da qualidade de vida de idosos da Vila Vicentina Júlia Freire em João Pessoa

The aim of this study was to follow the daily routine of elderly individuals residing at the Vila Vicentina Júlia Freire (VVJF) nursing home in João Pessoa, Brazil, observing and analyzing as much as possible, the way in which they live in a group and how they deal, through personal experiences, with their own body image and with that of others. The results were obtained from information considered relevant, according to the perspectives of the residents themselves, contained in narratives of their history and related to their quality of life. Our interest lays in how they coped with changes in their bodies at old age and adapted to the challenges of this new phase. To obtain this information, with significant expressions, we used the Narrative Interview (NI) as a research tool in order to redeem their life experience and develop an understanding of their impressions about the life experience at the current nursing home. We selected, among the housed, ten subjects - actors - to appear as a sample of the group together. The design of our sample had a hybrid model, combining two types: random sample (probability) and an intentional sample (not probability). After recording transcripts and ensuring that all the subjects showed common interests that were relevant to the group, we chose three categories for analysis as follows: a. the elderly as seen by themselves and by others; b. religiosity as a moral factor; c. intimacy and relationships. Our choice was based on the importance of the theme as a multidisciplinary topic in the quality of life of populations. The subjects, chosen as spokespersons for the VVJF, spoke, among other things, about the way in which they viewed the world, their own body and how they experienced the environment and their fellow residents, in an attitude of reflection and criticism that confirms the lucidity of an old age conditioned to an elderly institution. The method allowed us to investigate our subjects from a multidisciplinary point of view. We suggest other studies in assorted areas of the human sciences, having as principle, man at the center of all our scientific questionings. The paradigm that the elder is, necessarily, unhappy in his sheltered has been, in this job, broken through the testimonies collected, establishing multiple perspectives of the analyzed subjects by their respective narrative records. Involving the participation of researchers with major in Administration, Communication and Law, this study filled, in this aspect, the requirements of the multidisciplinarity of the Program of Pos-Graduation in Health Science

Cultura e consumo: o fluxo dos bens

It is an ethnographic work that has an objective of verifying devices throngh the residents of a low income suburban area, and the way they deal with their social relations through sonsumerism (and the aspiration connected to it), the symbolic character acquired through consumer goods, understood as one of the fundamental components for the comprehension of the web as relations that established, Though consumerism, individuais will reveal ways of communication, of the status, of creating new forms of action and identification. Using the principal that believes in a web of symbolic significance where own individuais develop their impressions, as a resource to look at their own bodies, a social order (yet unstable), and the process of inclusion in a broader society. In conclusion, the act of consuming is more than a perspective that establishes statistics on consumer goods, with their ways of production, circulation and economic functioning: it is also a way of perceiving a collection mapped by consumers individually and socially, and by those means organizing, classifying and identifyring the social world

Transplantes: re-inserção social e qualidade de vida dos transplantados cardíacos do Estado do RN

The experience of transplantation is a very serious situation from the clinical standpoint. Therefore, there must be some subjective and social breakdown in people who have been undergone such a procedure. Recent product of modernity, the transplanted is someone who owns his recover to the scientific advances of contemporary society and a deceased donor. This paper aims at examine the implications, from the changes in patterns of behavior and thought that occur after the experience of an extreme and critical situation, as the process of illness and its consequent transplant surgery. The symbolism of the heart suggests that some social impressions about the organ itself are also reflected in how the transplanted interprets the experience of this type of procedure. So investigating how the changes occurred throughout the process interfere in the re-insertion of these people to social life, after his recovery, is the purpose of this work. The concept of habitus coined by Pierre Bourdieu will be used to measure conceptually how this experience (clinical, modern and symbolic) fits in the contemporary discussion of sociology

De socialidades mediadas e do homer a propósito do espectador-reativo em Jesús Martín-Barbero

This study aims to examine the contemporary viewer and also propose a review of the literature surrounding the spanish researcher Jésus Martín-Barbero. The proposed review, based on Martín-Barbero observations and the Latin American Cultural Studies analysis, observes the individual as part of the processes of communication and research on the concept of cultural mediation, the viewer as component/agent/object of the production of meaning. The study will perceive it as an element of inaccuracy/inadequacy and understand it as a subject of these reactive processes that contain complex and involve communication and culture, in contrast the impressions that resulted from a discussion between a television professional and a communication researcher and of these findings on the same viewer. The work also aims to point the viewer as a component of the possible mapping desired by Martín-Barbero to massive contemporary interpretation of the processes and its concept of night map

Miguilins no sertão da cabaça azul: incandescência, infância e devaneios poéticos em Mutum

Cette thèse concerne dans une lecture poétique du roman Campo Geral, de Guimarães Rosa, du film Mutum - basé sur le roman mentionné et réalisé par Sandra Kogut, et de l investigation das les villes de Minas Gerais/MG impliqués dans la production du film. Le but de cette lecture est de communiquer l'expérience onirique faite à partir d'une oeuvre cinématographique, à partir d un récit littéraire et la rencontre avec cinq acteurs non-professionnels et de trois membres de l'équipe de Mutum. Pour ça, le rêve poétique, proposé par Gaston Bachelard, il est utilisé comme une ressource cognitive à l'expérience de la réalité de semi-imaginaire l'homme, a partir de l actionnement du double dans le processus de participation affective (MORIN, 1997). Le film choisi abord des impressions d un enfant qui vit avec ses parents, avec ses frères, avec sa grand-mère et avec sa chienne Rebeca, dans un place appelé Mutum. Sous la perspective de l être rêveur, qui medite sur les images de l enfance onirique dans le contexte des régions sèches de la campagne, des régions qui sont transformées et étendues à travers le rêve poétique, nous arrivons à l enfance méditative (BACHELARD, 2006). Tout au long de la narration de cette recherche, Guimarães Rosa, la réalisatrice Sandra Kogut, moi-même comme un individu / chercheur et les interlocuteurs de la famille Mutum que j'ai trouvé dans Minas Gerais, nous sommes tous pris comme Miguilins qui rêvent de La région Cabaça Azul. Incandescents, multiples, primitives, ces Miguilins sont porteurs des papiers colores et avec elle ils comprennent la participation de l'homme dans le Grand Récit (SERRES, 2005)

Corpo e escrita: linhas e entrelinhas da produção de conhecimento em sala de aula

Body and writing: Lines and between-lines of production of knowledge in the classroom it is an ethnographic research, longitudinal character, based on experience while experienced educator of the Escola Municipal Professor Amadeu Araújo, located in the city of Natal-RN, from which are made reflections about texts written by students who have distorted age/education level, in the process of literacy. Here as initial goal: to discuss the production of students writing as a process body, considering the record of experiences and the impressions they have made during the teaching process. We initially by a conception of phenomenological body, by understanding it in its complexity, a phenomenon that is made from its relationship with the world and with the Other. The records examined were produced between the year 2000 and 2005 involving writings of 106 students, constituting a universe of 136 texts, from which, delimited a corpus of 27 texts. The relevance with respect to the theme and recurrence in which they were detected, were up to elements that allowed a systematization methodology, defining the following units of analysis: Body, written in everyday; body, written and sexuality; body, written and enjoyment poetics; body, writing and other stories. We used the techniques of search, participant observation, based on the actions and interactions body expressed during the experiment and the analysis of documents that consisted of students in the texts and secondary sources, among them, the records of daily class, reports and projects developed, as well as reports of my pedagogical practice, as a researcher inserted in the investigative process. The experience developed, showed a writing school able to express nuances of human complexity, showing that learning is made in the action body, crossed by various forms of language and pointing to the relevance of a pedagogical work able to articulate the dialogue between the written and registrations body of the students, as subjects of learning

Processamento mínimo em goiabas 'Paluma' e 'Pedro Sato': 2. Avaliação química, sensorial e microbiológica

Foram utilizados frutos de goiabeiras das cultivares Pedro Sato e Paluma, provenientes de pomar comercial, no estádio de maturação de vez, correspondente à coloração verde-mate e considerados ótimo para o consumo. Os frutos foram inicialmente imersos em solução de hipoclorito de sódio (150mg de cloro.L-1) por 5 minutos, para desinfecção superficial. Pessoas treinadas, utilizando proteção adequada e equipamentos desinfetados descascaram os frutos, cortaram-nos longitudinalmente ao meio e eliminaram a polpa com as sementes, em ambiente a 12°C. Após enxágüe com água clorada (20mg de cloro.L-1) foram embalados em contentores de tereftalato de polietileno (PET) com tampa. Estas unidades foram armazenadas a 3°C por 10 dias. Foram realizadas análises microbiológicas ao longo do período. Determinaram-se quimicamente os conteúdos de lignina, ácido ascórbico, acidez total titulável, sólidos solúveis totais e porcentagem de solubilização das pectinas, bem como as variáveis sensoriais de textura, sabor e preferência. A textura tornou-se mais frágil e os conteúdos de ácido ascórbico se reduziram, ao longo do período de armazenamento, nos produtos de ambas as cultivares. Durante este período houve aumento no conteúdo de lignina e manutenção dos conteúdos de sólidos solúveis totais (SST), acidez total titulável (ATT) e da relação SST/ATT. O produto da cultivar Pedro Sato apresentou menor perda de textura que o da 'Paluma', sendo considerado pelos provadores como o mais saboroso e, portanto, o mais preferido. Devido aos cuidados higiênicos tomados durante o processamento o produto apresentou baixa contagem microbiana (< 10³ UFC.g-1), em todas as avaliações efetuadas.

Temperatura e tipo de preparo na conservação de produto minimamente processado de abacaxi-'Pérola'

O presente trabalho teve como objetivo avaliar o efeito do tipo de preparo (rodelas e metades) e da temperatura de armazenamento (3ºC, 6ºC e 9ºC) na conservação de produto minimamente processado de abacaxi-'Pérola'. Os frutos, depois de selecionados, lavados e desinfectados com cloro, foram armazenados por 12 horas a 10ºC, antes de serem processados sob condições higiênicas, embalados em contentores de polietileno tereftalatado (rodelas) ou bandeja de isopor recoberta com filme de cloreto de polivinila esticável (metades) e armazenados por até 12 dias. Os produtos foram avaliados quanto à evolução da atmosfera interna na embalagem, respiração, quantidade de suco drenado e evolução da massa fresca e da aparência. Foram testadas, durante o período de armazenamento, a aceitabilidade pelos consumidores, no início do experimento e enquanto a aparência e a análise microbiológica permitiram. A presença de bactérias mesofílicas e coliformes totais e fecais foi avaliada a cada três dias. Durante o armazenamento, a porcentagem de O2 nas embalagens apresentou decréscimo, enquanto a de CO2 aumentou até 20% para as metades e até 1,86% para as rodelas. A intensidade dos cortes no preparo teve influência direta na respiração, assim como nas perdas de suco e de massa fresca. A temperatura influenciou na respiração e foi fator limitante à vida de prateleira do produto, pois os produtos armazenados a 9ºC, conservaram-se por 6 dias, enquanto os mantidos a 3ºC e 6ºC, por até 9 dias.

Problemas e modelos que contribuíram com o desenvolvimento do cálculo diferencial e integral: dos gregos à Newton

This article refers to a research which tries to historically (re)construct the conceptual development of the Integral and Differential calculus, taking into account its constructing model feature, since the Greeks to Newton. These models were created by the problems that have been proposed by the history and were being modified by the time the new problems were put and the mathematics known advanced. In this perspective, I also show how a number of nature philosophers and mathematicians got involved by this process. Starting with the speculations over scientific and philosophical natures done by the ancient Greeks, it culminates with Newton s work in the 17th century. Moreover, I present and analyze the problems proposed (open questions), models generated (questions answered) as well as the religious, political, economic and social conditions involved. This work is divided into 6 chapters plus the final considerations. Chapter 1 shows how the research came about, given my motivation and experience. I outline the ways I have gone trough to refine the main question and present the subject of and the objectives of the research, ending the chapter showing the theoretical bases by which the research was carried out, naming such bases as Investigation Theoretical Fields (ITF). Chapter 2 presents each one of the theoretical bases, which was introduced in the chapter 1 s end. In this discuss, I try to connect the ITF to the research. The Chapter 3 discusses the methodological choices done considering the theoretical fields considered. So, the Chapters 4, 5 and 6 present the main corpus of the research, i.e., they reconstruct the calculus history under a perspective of model building (questions answered) from the problems given (open questions), analyzing since the ancient Greeks contribution (Chapter 4), pos- Greek, especially, the Romans contribution, Hindus, Arabian, and the contribution on the Medium Age (Chapter 5). I relate the European reborn and the contribution of the philosophers and scientists until culminate with the Newton s work (Chapter 6). In the final considerations, it finally gives an account on my impressions about the development of the research as well as the results reached here. By the end, I plan out a propose of curse of Differential and Integral Calculus, having by basis the last three chapters of the article

Uma intervenção educativa para profissionais de saúde na prevenção de pneumonia associada à ventilação mecânica

Quasi-experimental study, prospective with quantitative approach, performed at the Hospital do Coração in Natal, aimed at verified the existence of difference between the care given by health professionals to the patients under mechanical ventilation (MV) in the Intensive Care Unit, before and after an educative intervention. The population was of 31 professionals, with data collected between november 05 of 2007 to march 27 of 2008. The results show a yong population, female gender, middle level of education, nursing technique, working between 05 and 09 years on nursing profession, and 01 to 04 years on Intensive Care Unit; almost all, never had an kind of training over prevent pneumonia associated to mechanical ventilation; from those that had training, occur on the work place with duration from 12 to 24 hours. About endotracheal intubation, the cuff was tested with a sterilized syringe had a positive change after a educative intervention, increased from 75,0% to 100,0%; the sterile guide was used on 75,0% before and 100,0% after an educative intervention. Regarding endotracheal suction procedure, was not informed to the patient on 72,7% before, however was informed on 56,7% after; the hands was not previously washed 68,5% before, however was 63,3% after the procedure; mask was used on 74,2 % opportunities before and 76,7% after; the aspiration catheter had adequated size on 98,9% observation before and 100,0% after; the gaze was sterilized on 95,7% before and 100,0% after; the ventilator was connected to the patient during the aspiration intervals on 94,4% observation before and 100,0% after; the ambu bag was clean and protected on 76,1% before and 85,7% after; the aspiration catheter was discarded after be used on 98,9% before and 100,0% after; FIO2 was turned to the begging value on 32,9% observation before and 12,0% after; before the procedure 71,9% professions washed their hands and 73,3% after; before, notes of aspiration results were performed on 70,8% observation and 86,7% after. Regarding devices used on respiratory tract, aspirator flasks were not swapped on 84,6% observations before and 71,0% after; daily látex extention change was not performed on 93,6% observation before and 87,1% after; the ambu bag change was not performed on 50,0% observation before even if was duty or unprotected and on 75,8% opportunities was changed, after; nebulization was not prepared with sterile fluids or manipulated aseptically on 65,2% observation before, perhaps was on 71,7% after; before nebulizers were not changed on 65,2% observations, perhaps were on 60,9% after. Concerning ventilator breathing circuits, condense fluids cumulated on circuits were removed on 55,0% opportunities before, and 64,0% after; moisturizer was not filled with sterile water when already had small amount of liquid inside on 78,4% observations before, and 90,2% after; MV circuits were changed on 97,0% observations on presence of visible duty or when presents some kind of failure, before and 98,4% after. About body position, on 51,3% observations the decubitus position change were done before and 78,2% after; fowler position was maitened on 95,5% observations before and 98,2% after; Regarding respiratory physiotherapy, enteral diet was not interrupted before respiratory physiotherapy on 94,9% before and 90,0% after; respiratory physiotherapy devices were not disinfected or sterile on 69,6% observations before but they re on 60,0% after; before the cateter was not tested before introduction enteral diet or medications on 100,0% but after was done on 15,2%. About enteral feeding, intestine motility and measure of stomach contents were not done on 100,0% observations before, but was 15,2% after. We conclude that 05 of 07 valuated procedures in relation to MV, had a significant improvement on quality of care given after educative intervention, when compared before intervention