Análise e implementação de melhorias no serviço Pós-Venda na área automóvel

No âmbito da unidade curricular de Dissertação/Projeto/Estágio, pertencente ao segundo ano do Mestrado em Engenharia Mecânica – Ramo de Gestão Industrial do Instituto Superior de Engenharia do Porto, o presente trabalho foi desenvolvido no Grupo JAP, Grupo do setor automóvel, desenvolvido especificamente no serviço pós-venda. Numa realidade bastante diferente de outros tempos onde havia grandes margens com a venda de produtos, hoje a realidade é bem diferente. Num contexto de competição global onde as margens são mais reduzidas, o serviço pós-venda, onde o cliente é acompanhado desde da compra até o fim de vida do produto, constitui uma fonte de receitas relevante bem como um diferenciador chave dentre as empresas de revenda automóvel. Por estas razões, são cada vez mais as empresas que seguem a filosofia Lean, orientando toda a sua estrutura produtiva no sentido de atingir zero desperdícios, sem interferir com a qualidade do produto final. A realização deste projeto teve como objetivo o desenvolvimento e adequação de ferramentas de melhoria e apoio ao serviço pós-venda no Grupo. Com a elaboração deste trabalho, pretende-se fazer uma análise a todo o processo do serviço pós-venda, identificando os problemas que ocorrem ao longo do processo e desenvolver um plano de ações de melhoria, utilizando para isso as ferramentas da metodologia Lean. Em primeiro lugar, fez-se uma análise do processo do serviço pós-venda e do serviço do armazém de peças, onde foram identificados alguns pontos de melhoria e recolhidos as primeiras informações para uma análise mais aprofundada de cada problema. Posteriormente, estabeleceu-se um plano de ações para eliminar ou minimizar os desperdícios encontrados no processo, aumentar a produtividade e a qualidade do serviço prestado ao cliente, e procedeu-se à implementação das melhorias. Após a implementação das melhorias, fez-se uma avaliação das mesmas e constatou-se um aumento de produtividade, uma redução de desperdícios e um aumento dos índices de qualidade. Em suma uma melhoria no serviço prestado ao cliente.

Coordenação e fiscalização de uma empreitada

O presente relatório reporta o trabalho desenvolvido durante o estágio curricular enquadrado no ciclo de estudos do Mestrado em Engenharia Civil do Instituto Superior de Engenharia do Porto – ISEP. A duração do estágio curricular, inserido em ambiente empresarial, compreendeu um período de seis meses, tendo início em Fevereiro e conclusão no mês de Julho de 2015, decorrendo na empresa ENESCOORD – Coordenação e Gestão de Projetos e Obras, Lda., com o intuito de obter o grau de Mestre em Engenharia Civil – ramo de Gestão da Construção. No presente relatório, faz-se o enquadramento do mesmo, bem como a apresentação da empresa onde foi realizado o estágio curricular. De forma a percecionar as obrigações legais a que está sujeita a fiscalização, aborda-se a legislação aplicável às funções da fiscalização no decorrer de uma obra. O presente documento aborda a temática da Fiscalização e as suas responsabilidades durante a obra, apresentando o trabalho desenvolvido pelo estagiário enquanto membro integrante da equipa de fiscalização. Durante o estágio desenvolveu o trabalho de engenheiro fiscal estagiário na empreitada da SOGENAVE que consistiu na ampliação das instalações da empresa, com o intuito de aumentar o espaço de armazenamento e agrupar as empresas do grupo Trivalor, onde se insere a SOGENAVE. O relatório aborda as áreas de controlo da fiscalização aplicadas durante a obra, analisando com ênfase o controlo de qualidade, de custos, de prazos, de segurança e das alterações introduzidas no projeto. Por fim, enunciam-se algumas considerações em jeito de conclusão inerentes ao trabalho desenvolvido.

Atividades de direção de obra: uma análise crítica

O presente relatório tem como principal objetivo descrever os trabalhos efetuados durante o período de estágio curricular, realizado na empresa Garcia Garcia, S.A., nomeadamente em serviços de direção de obra. A obra onde se desenrolou o estágio tratou-se de uma empreitada com o propósito de construir novas instalações para uma empresa de transporte de mercadorias. Esta era composta por três edificações e ainda instalações de apoio. Este relatório começa por apresentar uma contextualização do estágio bem como uma descrição da empresa, onde este foi realizado, indicando a sua missão, os produtos e serviços prestados aos clientes e a sua estrutura organizacional e ainda o software utilizado. De seguida contextualiza-se e descreve-se a obra da Brunotir, fundamental para uma melhor perceção de todo o projeto de construção em que se inseriu o estágio. No seguimento do relatório apresenta-se o planeamento e a forma como ele é importante numa construção, bem como esta temática foi abordada ao longo do estágio curricular. Posteriormente são apresentados dois capítulos de relevância, incluindo as várias atividades executadas em obra e controlos desenvolvidos no decorrer da empreitada, nomeadamente o controlo de presenças, custos e da qualidade, ambiente e higiene e segurança. Tendo por base estes dois últimos capítulos, exibe-se um outro capítulo que contém uma análise critica, de algumas das tarefas realizadas em obra com o intuito de comparar o que foi feito relativamente com a teoria que foi adquirida ao longo dos anos de estudo e uma pesquisa realizada para o efeito. Por fim, elaboram-se algumas considerações acerca da experiência vivida e da informação absorvida durante o período de estágio, bem como o que foi alcançado tendo em conta os objetivos propostos para o desenvolvimento do estágio.

Five-Year Review of an International Clinical Research-Training Program

The exponential increase in clinical research has profoundly changed medical sciences. Evidence that has accumulated in the past three decades from clinical trials has led to the proposal that clinical care should not be based solely on clinical expertise and patient values, and should integrate robust data from systematic research. As a consequence, clinical research has become more complex and methods have become more rigorous, and evidence is usually not easily translated into clinical practice. Therefore, the instruction of clinical research methods for scientists and clinicians must adapt to this new reality. To address this challenge, a global distance-learning clinical research-training program was developed, based on collaborative learning, the pedagogical goal of which was to develop critical thinking skills in clinical research. We describe and analyze the challenges and possible solutions of this course after 5 years of experience (2008-2012) with this program. Through evaluation by students and faculty, we identified and reviewed the following challenges of our program: 1) student engagement and motivation, 2) impact of heterogeneous audience on learning, 3) learning in large groups, 4) enhancing group learning, 5) enhancing social presence, 6) dropouts, 7) quality control, and 8) course management. We discuss these issues and potential alternatives with regard to our research and background.

The implementation of an Enterprise Geographical Information System to support Cadastre and Expropriation activities.

The processes of mobilization of land for infrastructures of public and private domain are developed according to proper legal frameworks and systematically confronted with the impoverished national situation as regards the cadastral identification and regularization, which leads to big inefficiencies, sometimes with very negative impact to the overall effectiveness. This project report describes Ferbritas Cadastre Information System (FBSIC) project and tools, which in conjunction with other applications, allow managing the entire life-cycle of Land Acquisition and Cadastre, including support to field activities with the integration of information collected in the field, the development of multi-criteria analysis information, monitoring all information in the exploration stage, and the automated generation of outputs. The benefits are evident at the level of operational efficiency, including tools that enable process integration and standardization of procedures, facilitate analysis and quality control and maximize performance in the acquisition, maintenance and management of registration information and expropriation (expropriation projects). Therefore, the implemented system achieves levels of robustness, comprehensiveness, openness, scalability and reliability suitable for a structural platform. The resultant solution, FBSIC, is a fit-for-purpose cadastre information system rooted in the field of railway infrastructures. FBSIC integrating nature of allows: to accomplish present needs and scale to meet future services; to collect, maintain, manage and share all information in one common platform, and transform it into knowledge; to relate with other platforms; to increase accuracy and productivity of business processes related with land property management.

Quality of essential drugs in tropical countries: evaluation of antimalarial drugs in the Brazilian Health System

INTRODUCTION: The emergence of drug resistance is one of the main problems concerning malaria treatment. The use of counterfeit and/or substandard antimalarial drugs can contribute to the development of parasite resistance. Thus, the aim of this study was to evaluate the quality of antimalarial drugs distributed in Brazil. METHODS: Samples containing chloroquine phosphate, mefloquine hydrochloride, primaquine phosphate, and quinine sulfate tablets were delivered to the Rio de Janeiro central storeroom (CENADI), state storerooms (SS), and Basic Health Units (BHUs) in the north region of Brazil - a total of 10 sample sets. After 5 months of storage, the samples were collected, and in vitro quality control analyses according to official and published methods were performed. RESULTS: Inadequate drug storage conditions were found in two SS and in all BHUs evaluated. There were no quality deviations found in the chloroquine samples. The quinine samples exhibited weight variation above the allowed limits. The primaquine samples were found to have packaging deficiency. The release of mefloquine in samples from some regions showed a statistically significant difference when compared with the CENADI samples. CONCLUSIONS: It is important to periodically evaluate the quality and storage conditions of essential drugs. The quality deviations found with the primaquine and quinine samples are not related to storage conditions and must be addressed urgently. The decreased mefloquine release from tablets is related to formulation problems or influenced by inadequate storage conditions, prompting further investigation. Even with the mentioned problems, the samples would probably not contribute to resistant parasite selection.

Aplicação da metodologia WID numa indústria de calçado

Dissertação de mestrado em Engenharia Industrial

Reengenharia do sistema de armazenamento duma empresa do setor da metalomecânica

Dissertação de mestrado em Engenharia Industrial

Controlo e gestão da produção no setor de corte térmico

Dissertação de mestrado integrado em Engenharia Mecânica

Gestão sustentável de águas pluviais em ambiente urbano

Dissertação de mestrado integrado em Engenharia Civil

A comparative study in two secondary schools aimed at improving their energy management: Archbishop McHale College Tuam, Coláiste Cholmcille Indreabhánn

Climate change is a crisis that is going to affect all of our lives in the future. Ireland is expected to have increased storms and rain throughout the country. This will affect our lives greatly unless we do something to change it. In an attempt to try and reduce the impacts of climate change, countries across the world met to address the problem. The meeting became known as the Kyoto Protocol. The Kyoto protocol set out objectives for each developed country to achieve with regards to carbon emissions to the same levels as 1990 levels. Due to the economy in Ireland being at a low point in 1990, Ireland was given a target of 13% carbon emissions above 1990 levels. In order to meet targets Ireland produced two energy papers, the green paper and the white paper. The green paper identified drivers for energy management and control; they were security of energy supply, economic competitiveness and environmental protection. The white paper produced targets in which we should aim to achieve to try and address the green papers drivers. Within the targets was the plan to reduce energy consumption in the public sector by 33% by 2020 through energy conservation measures. Schools are part of the public sector that has targets to reduce its energy consumption. To help to achieve targets in schools initiatives have been developed by the government for schools. Energy audits should be performed in order to identify areas where the schools can improve their current trends and show where they can invest in the future to save money and reduce the schools overall environmental footprint. Grants are available for the schools for insulation through the energy efficiency scheme and for renewable energy technologies through the ReHeat scheme. The promotion of energy efficient programs in schools can have a positive effect for students to have an understanding. The Display Energy Certificate is a legal document that can be used to understand how each school is performing from an energy perspective. It can help schools to understand why they need to change their current energy management structure. By improving the energy management of the schools they then improve the performance on the Display Energy Certificate. Schools should use these tools wisely and take advantage of the grants available which can in the short to long term help them to save money and reduce their carbon footprint.

New roles for community pharmacists in modern health care systems: a challenge for pharmacy education and research.

The academic activities led by the Unit of Community Pharmacy can be classified as translational. Our group is interested in person-centered pharmaceutical services aimed at a more responsible use of drugs (effectiveness, safety, efficiency) in collaboration with physicians and other health care professionals in a primary care setting. The following domains of education and research are high priorities for our group: medication therapy management, medication adherence, integrated care, individualization of therapies, care management for the elderly and e-health.

Anaesthesia for electroconvulsive therapy: time for a change?

Introduction: Electroconvulsive therapy (ECT) may be used to treat severe depression and needs a specific general anaesthesia. Important cardiovascular changes occur during the ECT with a parasympathetic induced bradycardia followed by a sympathetic response. A dedicated protocol was designed 6 years ago. The goal of this study was to analyse the management of anaesthesia for ECT in our institution, the adherence to the protocol and the occurrence of adverse events during anaesthesia. Methods: After Institutional Ethics Committee approval, we conducted a retrospective analysis of our anaesthesia protocol for patients scheduled for electroshock therapy during a five years period (2004- 2008). The protocol includes administration of atropine subcutaneously 30 minutes before the procedure, followed by general anaesthesia induced with etomidate (0.2 mg/kg). Suxamethonium (1 mg/kg) is administered after the inflation of a pneumatic tourniquet on the opposite arm, in order to observe the electroshocks convulsive effects. The psychiatrist initiates the convulsive crisis once curarisation is achieved. Face mask ventilation is then applied during the post-ictal phase with closed blood pressure monitoring. : 228 ECT were performed in 25 patients. The median dosage of etomidate was 0.37 mg/kg and suxamethonium 1.20 mg/kg. Hypertension during the ECT procedure was present in 62.7% of cases, tachycardia 23.2% and bradycardia 10.5%. Esmolol was administered in 73.4% of hypertensive patients in a range of 0 to 30 mg. The protocol was followed in half of the cases in regards to atropine administration (50.4%). We observed a significant increase of hypertension (73.9%, p = 0.001) after atropine administration, without effect on heart rate. Conclusions: The management of anaesthesia for ECT is specific and follows a predefined protocol in our institution. Adherence to our protocol was poor. Adverse events are frequent and significant association between the administration of atropine and the incidence of hypertension as well as poor protocol adherence implies reconsideration of our anaesthesia protocol for electroconvulsive therapy and better quality control of the clinical practice.

Copper filtration in pediatric digital X-ray imaging: its impact on image quality and dose.

The effect of copper (Cu) filtration on image quality and dose in different digital X-ray systems was investigated. Two computed radiography systems and one digital radiography detector were used. Three different polymethylmethacrylate blocks simulated the pediatric body. The effect of Cu filters of 0.1, 0.2, and 0.3 mm thickness on the entrance surface dose (ESD) and the corresponding effective doses (EDs) were measured at tube voltages of 60, 66, and 73 kV. Image quality was evaluated in a contrast-detail phantom with an automated analyzer software. Cu filters of 0.1, 0.2, and 0.3 mm thickness decreased the ESD by 25-32%, 32-39%, and 40-44%, respectively, the ranges depending on the respective tube voltages. There was no consistent decline in image quality due to increasing Cu filtration. The estimated ED of anterior-posterior (AP) chest projections was reduced by up to 23%. No relevant reduction in the ED was noted in AP radiographs of the abdomen and pelvis or in posterior-anterior radiographs of the chest. Cu filtration reduces the ESD, but generally does not reduce the effective dose. Cu filters can help protect radiosensitive superficial organs, such as the mammary glands in AP chest projections.

Implementació d'un sistema per al control de la qualitat d'imatges JPEG (III)

Aquest TFC vol desenvolupar una aplicació gràfica per a treballar amb imatges i convertir-les al format JPEG.