Melhoria do processo de atendimento a clientes

Esta dissertação, que foi desenvolvida no seio da Divisão de Equipamento Industrial (DEI) da empresa Toyota Caetano Portugal, S.A. (TCAP), consiste na análise do processo de atendimento a clientes, a partir de uma investigação efectuada no escritório oficinal (EO) do sector Após-Venda Empilhadores (AVE). A recolha de dados, bem como o acompanhamento do processo de atendimento a clientes, têm como objectivo perceber quais as principais dificuldades do processo, para posteriormente ser definida a estratégia a utilizar no sentido de combater os pontos críticos do relacionamento com os clientes. Esta investigação permitiu identificar várias dificuldades no registo de pedidos de assistência, na pesquisa de informação e também no acesso aos dados pelo cliente. Assim, foi criado um protótipo informático com capacidade para dar resposta às deficiências identificadas. Foram analisados os requisitos necessários para o sistema de informação de suporte e transformado o processo de tratamento de dados (pedidos de assistência, pesquisas, acessos…), até aqui manual, num processo automático, inovador e acima de tudo funcional. Pretende-se desta forma, oferecer um serviço de confiança aos clientes gerando uma lealdade duradoura e acrescentar valor à empresa.

High Performance Multi-Standard Architecture for DCT Computation in H.264/AVC High Profile and HEVC Codecs

A new high performance architecture for the computation of all the DCT operations adopted in the H.264/AVC and HEVC standards is proposed in this paper. Contrasting to other dedicated transform cores, the presented multi-standard transform architecture is supported on a completely configurable, scalable and unified structure, that is able to compute not only the forward and the inverse 8×8 and 4×4 integer DCTs and the 4×4 and 2×2 Hadamard transforms defined in the H.264/AVC standard, but also the 4×4, 8×8, 16×16 and 32×32 integer transforms adopted in HEVC. Experimental results obtained using a Xilinx Virtex-7 FPGA demonstrated the superior performance and hardware efficiency levels provided by the proposed structure, which outperforms its more prominent related designs by at least 1.8 times. When integrated in a multi-core embedded system, this architecture allows the computation, in real-time, of all the transforms mentioned above for resolutions as high as the 8k Ultra High Definition Television (UHDTV) (7680×4320 @ 30fps).

Projectos estratégicos: o controlo orçamental - estudo da construção de redes de nova geração por parte da Zon

O objectivo deste trabalho foi o de descrever a forma como muitas empresas seleccionam os projectos que são implementados, sobretudo os seus projectos estratégicos, dando principal enfoque à forma como procederam ao seu controlo orçamental. Como tal, tentámos explorar e explicar, quais as componentes necessárias para a análise de um investimento, abordando a temática dos projectos de investimento estratégicos da empresa e a sua relação com a estratégia definida a curto prazo, assim como no médio e longo prazo. Após a selecção do projecto a implementar, é necessário um controlo da sua execução, de forma a poder controlar os custos e a rentabilizar de forma eficiente os recursos disponibilizados, na execução do investimento. Para isso, abordámos de seguida a função do controlador de gestão, a importância de elaborar o orçamento e o controlo orçamental. Após estas fases, analisamos os relatórios de controlo mais usuais. Depois da revisão da literatura, estudámos dois dos investimentos estratégicos efectuados pela ZON nos últimos anos, para tornar a sua rede, numa rede de nova geração. Esses investimentos são a construção de rede de acesso FTTH e o projecto ZON IN. Foi possível demonstrar a importância estratégica de ambos os projectos, sendo que não se conseguiu demonstrar a importância do controlo orçamental.

Estratégias de implementação de plataformas de e-maintenance na indústria: desenvolvimento de uma aplicação para um sistema logístico de viaturas

Mestrado em Engenharia Electrotécnica – Sistemas Eléctricos de Energia

Diagnóstico de máquinas elétricas pela análise de vibração

O diagnóstico de máquinas elétricas pela análise de vibração é utilizado num plano de manutenção, onde é dado a conhecer a “real condição do equipamento”, e surgiu da necessidade de detetar vibrações indesejáveis nas máquinas elétricas, de uma forma simples e com custos acessíveis. Numa fase inicial é obtido um sinal correspondente á vibração da máquina, recorrendo a um acelerômetro, que dependendo da aceleração da máquina, constrói uma forma de onda correspondente. A forma de onda fica guardada em formato de áudio *.wav. Posteriormente, em software Matlab o ficheiro *.wav irá ser carregado, e comparado com o ficheiro *.wav original da máquina. Ao comparar os ficheiros o software analisa o espectro original da máquina através da transformada de Fourier, com o espectro atual. Se este espectro sair do intervalo de segurança, o software deteta nesse espectro a origem da vibração, pois cada vibração tem uma frequência associada. Percorridos os passos descritos, o software disponibiliza ao utilizador as respetivas formas de onda e todo o restante diagnóstico de forma a uma possível intervenção antecipada da avaria.

James W. Carey as critical theorist of the information age

This paper suggests that the thought of the North-American critical theorist James W. Carey provides a relevant perspective on communication and technology. Having as background American social pragmatism and progressive thinkers of the beginning of the 20th century (as Dewey, Mead, Cooley, and Park), Carey built a perspective that brought together the political economy of Harold A. Innis, the social criticism of David Riesman and Charles W. Mills and incorporated Marxist topics such as commodification and sociocultural domination. The main goal of this paper is to explore the connection established by Carey between modern technological communication and what he called the “transmissive model”, a model which not only reduces the symbolic process of communication to instrumentalization and to information delivery, but also politically converges with capitalism as well as power, control and expansionist goals. Conceiving communication as a process that creates symbolic and cultural systems, in which and through which social life takes place, Carey gives equal emphasis to the incorporation processes of communication.If symbolic forms and culture are ways of conditioning action, they are also influenced by technological and economic materializations of symbolic systems, and by other conditioning structures. In Carey’s view, communication is never a disembodied force; rather, it is a set of practices in which co-exist conceptions, techniques and social relations. These practices configure reality or, alternatively, can refute, transform and celebrate it. Exhibiting sensitiveness favourable to the historical understanding of communication, media and information technologies, one of the issues Carey explored most was the history of the telegraph as an harbinger of the Internet, of its problems and contradictions. For Carey, Internet was seen as the contemporary heir of the communications revolution triggered by the prototype of transmission technologies, namely the telegraph in the 19th century. In the telegraph Carey saw the prototype of many subsequent commercial empires based on science and technology, a pioneer model for complex business management; an example of conflict of interest for the control over patents; an inducer of changes both in language and in structures of knowledge; and a promoter of a futurist and utopian thought of information technologies. After a brief approach to Carey’s communication theory, this paper focuses on his seminal essay "Technology and ideology. The case of the telegraph", bearing in mind the prospect of the communication revolution introduced by Internet. We maintain that this essay has seminal relevance for critically studying the information society. Our reading of it highlights the reach, as well as the problems, of an approach which conceives the innovation of the telegraph as a metaphor for all innovations, announcing the modern stage of history and determining to this day the major lines of development in modern communication systems.

A abordagem cultural da Comunicação de James W. Carey

A perspectiva cultural ou ritual de James W. Carey, expoente dos estudos culturais críticos nos EUA, para pensar a Comunicação, os media e o Jornalismo permanece praticamente desconhecida na língua portuguesa. Carey integra um conjunto de teóricos que, a partir da década de 1960, na Europa e nos EUA, procuraram caminhos alternativos à tradição de investigação norte-americana dominante, centrada nos efeitos, funções e usos dos mass media . Este artigo incide no ensaio fundador da sua proposta A cultural approach of communication (1975), embora não se confine ao mesmo. Três questões fundamentais são abordadas: Comunicação, Comunicação e modernidade e a visão cultural ou ritual da Comunicação. A hermenêutica crítica é a metodologia utilizada. Procura-se ir além das respostas de Carey ao seu contexto, destacando a sua contribuição para um entendimento da Comunicação como um ritual participatório no qual e através do qual os seres humanos geram, mantêm e transformam a cultura em que vivem.

Many-core approach to 2D-DCT calculation using an FPGA

Trabalho Final de Mestrado para obtenção do grau de Mestre em Engenharia de Electrónica e Telecomunicações

Biodegradação enzimática de aminas aromáticas tóxicas

Trabalho Final de Mestrado para obtenção do grau de Mestre em Engenharia Química e Biológica

Analysis of stock market indices with multidimensional scaling and wavelets

Stock market indices SMIs are important measures of financial and economical performance. Considerable research efforts during the last years demonstrated that these signals have a chaotic nature and require sophisticated mathematical tools for analyzing their characteristics. Classical methods, such as the Fourier transform, reveal considerable limitations in discriminating different periods of time. This paper studies the dynamics of SMI by combining the wavelet transform and the multidimensional scaling MDS . Six continuous wavelets are tested for analyzing the information content of the stock signals. In a first phase, the real Shannon wavelet is adopted for performing the evaluation of the SMI dynamics, while their comparison is visualized by means of the MDS. In a second phase, the other wavelets are also tested, and the corresponding MDS plots are analyzed.

Classification of some penalty methods

Optimization problems arise in science, engineering, economy, etc. and we need to find the best solutions for each reality. The methods used to solve these problems depend on several factors, including the amount and type of accessible information, the available algorithms for solving them, and, obviously, the intrinsic characteristics of the problem. There are many kinds of optimization problems and, consequently, many kinds of methods to solve them. When the involved functions are nonlinear and their derivatives are not known or are very difficult to calculate, these methods are more rare. These kinds of functions are frequently called black box functions. To solve such problems without constraints (unconstrained optimization), we can use direct search methods. These methods do not require any derivatives or approximations of them. But when the problem has constraints (nonlinear programming problems) and, additionally, the constraint functions are black box functions, it is much more difficult to find the most appropriate method. Penalty methods can then be used. They transform the original problem into a sequence of other problems, derived from the initial, all without constraints. Then this sequence of problems (without constraints) can be solved using the methods available for unconstrained optimization. In this chapter, we present a classification of some of the existing penalty methods and describe some of their assumptions and limitations. These methods allow the solving of optimization problems with continuous, discrete, and mixing constraints, without requiring continuity, differentiability, or convexity. Thus, penalty methods can be used as the first step in the resolution of constrained problems, by means of methods that typically are used by unconstrained problems. We also discuss a new class of penalty methods for nonlinear optimization, which adjust the penalty parameter dynamically.

Fractional dynamics in liquid manipulation

This paper presents a fractional calculus perspective in the study of signals captured during the movement of a mechanical manipulator carrying a liquid container. In order to study the signals an experimental setup is implemented. The system acquires data from the sensors, in real time, and, in a second phase, processes them through an analysis package. The analysis package runs off-line and handles the recorded data. The results show that the Fourier spectrum of several signals presents a fractional behavior. The experimental study provides useful information that can assist in the design of a control system and the trajectory planning to be used in reducing or eliminating the effect of vibrations.

Fractional dynamics in financial indexes

The goal of this study is the analysis of the dynamical properties of financial data series from 32 worldwide stock market indices during the period 2000–2009 at a daily time horizon. Stock market indices are examples of complex interacting systems for which a huge amount of data exists. The methods and algorithms that have been explored for the description of physical phenomena become an effective background in the analysis of economical data. In this perspective are applied the classical concepts of signal analysis, Fourier transform and methods of fractional calculus. The results reveal classification patterns typical of fractional dynamical systems.

And I say to myself: “What a fractional world!”

This paper discusses several complex systems in the perspective of fractional dynamics. For prototype systems are considered the cases of deoxyribonucleic acid decoding, financial evolution, earthquakes events, global warming trend, and musical rhythms. The application of the Fourier transform and of the power law trendlines leads to an assertive representation of the dynamics and to a simple comparison of their characteristics. Moreover, the gallery of different systems, both natural and man made, demonstrates the richness of phenomena that can be described and studied with the tools of fractional calculus.

Fractional-order impulse response of the respiratory system

This paper presents the measurement, frequency-response modeling and identification, and the corresponding impulse time response of the human respiratory impedance and admittance. The investigated adult patient groups were healthy, diagnosed with chronic obstructive pulmonary disease and kyphoscoliosis, respectively. The investigated children patient groups were healthy, diagnosed with asthma and cystic fibrosis, respectively. Fractional order (FO) models are identified on the measured impedance to quantify the respiratory mechanical properties. Two methods are presented for obtaining and simulating the time-domain impulse response from FO models of the respiratory admittance: (i) the classical pole-zero interpolation proposed by Oustaloup in the early 90s, and (ii) the inverse discrete Fourier Transform (DFT). The results of the identified FO models for the respiratory admittance are presented by means of their average values for each group of patients. Consequently, the impulse time response calculated from the frequency response of the averaged FO models is given by means of the two methods mentioned above. Our results indicate that both methods provide similar impulse response data. However, we suggest that the inverse DFT is a more suitable alternative to the high order transfer functions obtained using the classical Oustaloup filter. Additionally, a power law model is fitted on the impulse response data, emphasizing the intrinsic fractal dynamics of the respiratory system.