Avaliação do uso de tecnologia de atendimento telefônico automático nos serviços ao consumidor

Com vários propósitos, inclusive o de redução de custos e o de facilitar a obtenção das informações desejadas pelo usuário, muitas empresas prestadoras de serviços ao consumidor adotam em suas CATs (Centrais de Atendimento Telefônico) recursos tecnológicos de automação da interação. Examinando-se sob a ótica dos usuários das CATs, estes poderão ter expectativas sobre o serviço que encontrarão e manifestar preferências com relação aos recursos de interação automática. As CATs, ao utilizarem tecnologias de automação da interação, podem estar ou não satisfazendo as expectativas e as preferências dos usuários. Para a determinação de argumentos que suportem as proposições levantadas durante a revisão bibliográfica sobre o tema, realizou-se uma pesquisa dividida em três partes: a) um focus group com alguns usuários de CATs; b) um estudo de campo com usuários de CATs; c) entrevistas com especialistas (levantamento de experiência). Com a técnica Análise de Preferência, propõe-se um modelo das preferências dos usuários em relação ao atendimento automático em CATs. Esse modelo, em princípio, não é generalizável devido às características do processo de amostragem utilizado nesse estudo exploratório. Determinaram-se três grupos distintos de usuários, de acordo com a similaridade entre suas preferências. Determinaram-se usos da tecnologia de atendimento automático que estão em sintonia com as preferências dos usuários. Finalmente, usando os conceitos do Balanced Scorecard, propõe-se um modelo de avaliação gerencial para o uso da tecnologia de atendimento automatizado nas Centrais de Atendimento Telefônico das empresas prestadoras de serviços ao consumidor.

Competências operacionais em redes de manufatura: uma análise sob a perspectiva coevolucionária

Esta tese tem como objetivo principal investigar como ocorre a disseminação de competências operacionais entre matriz e unidades fabris de redes de manufatura. Este objetivo principal se desdobra em cinco objetivos secundários: (i) Definir o conceito de competência operacional; (ii) Identificar os possíveis fatores que influenciam a disseminação de competências operacionais em rede de manufatura sob a ótica de seus atores; (iii) Identificar as possíveis inter-relações entre esses fatores que possam favorecer a disseminação de competências operacionais em uma rede de manufatura, sob a percepção dos atores; (iv) Investigar e analisar como as organizações interagem para promover o reforço ou a criação de competências operacionais entre suas diversas unidades, observando sua dinâmica e a interação entre os atores; (v) Analisar como a combinação entre fatores internos (nível micro) e fatores externos (do ambiente competitivo) influenciam e são influenciados por essa dinâmica. Para tanto, apresenta-se uma pesquisa qualitativa no campo de Estratégia de Operações baseada na Teoria da Coevolução, dividida em dois estudos. O primeiro estudo, de cunho exploratório, procura identifica os antecedentes da disseminação de competências. Através da condução de um focus group e posteriormente entrevistas semi-estruturadas com Executivos de Operações, foi possível elencar os principais fatores que influenciam o processo de disseminação de competências. O segundo trabalho é um estudo de casos múltiplos, conduzido com 4 redes de manufatura. Pode-se observar que a coevolução das unidades fabris e disseminação de competências é um processo gradativo, possui fatores motivacionais cumulativos, envolve atores de dimensões distintas e com velocidade de absorção distintos. A partir dos achados, foi possível identificar que a maturidade da construção de competências operacionais evolui ao passo do nível de maturidade que a manufatura se encontra.

Impact assessment and quality analysis of corporate social responsability (CSR) programs of mining companies and their contribution to sustainable development in the communities they operate: case study Tenke Fungurume Mining SA in the Democratic Republic of Congo (DRC)

Purpose – This case study presents an impact assessment of Corporate Social Responsibility (CSR) programs of the TFM Company in order to understand how they contribute to the sustainable development of communities in areas in which they operate. Design/Methodology/Approach - Data for this study was collected using qualitative data methods that included semi-structured interviews and Focus Group Discussions most of them audio and video recorded. Documentary analysis and a field visit were also undertaken for the purpose of quality analysis of the CSR programs on the terrain. Data collected was analyzed using the Seven Questions to sustainability (7Qs) framework, an evaluation tool developed by the Mining, Minerals and Sustainable Development (MMSD) North America chapter. Content analysis method was on the other hand used to examine the interviews and FGDs of the study participants. Findings - Results shows that CSR programs of TFM SA do contribute to community development, as there have been notable changes in the communities’ living conditions. But whether they have contributed to sustainable development is not yet the case as programs that enhance the capacity of communities and other stakeholders to support these projects development beyond the implementation stage and the mines operation lifetime need to be considered and implemented. Originality/Value – In DRC, there is paucity of information of research studies that focus on impact assessment of CSR programs in general and specifically those of mining companies and their contribution to sustainable development of local communities. Many of the available studies cover issues of minerals and conflict or conflict minerals as mostly referred to. This study addressees this gap.

Dança (inclusiva): o impacto do Grupo Dançando com a Diferença

A inclusão de pessoas com necessidades especiais, numa perspectiva de integração plena e de igualdade de oportunidades, constitui um desafio à sociedade actual, perspectivando a inclusão nos vários contextos de actuação. O objectivo central do estudo prende-se com a percepção do impacto do trabalho realizado por um grupo de Dança Inclusiva – Grupo Dançando com a Diferença (GDD) – que inclui 12 bailarinos com e sem necessidades especiais, existente na Madeira, cujo suporte teórico pressupõe que se coloque a qualidade artística ao nível da Dança, em prol da mudança da imagem social das pessoas com necessidades especiais. Optou-se por uma metodologia de natureza essencialmente qualitativa, realizando três focus group e uma entrevista individual, onde se pretendeu compreender o significado que os elementos do grupo atribuem à experiência de participação no GDD. Complementando, com uma perspectiva mais quantitativa, procurou-se analisar o impacto externo do GDD ao nível das notícias publicadas na comunicação social e ao nível das percepções do público que assiste aos espectáculos. Os dados recolhidos parecem revelar algumas mudanças nos participantes decorrentes da participação no grupo relacionados com as vertentes técnica e artística da dança, com as práticas de inclusão e em aspectos de índole mais pessoal. Ao nível da comunicação social os dados recolhidos parecem apontar para um número crescente de divulgação e eventuais alterações na tónica de questões associadas à deficiência para questões associadas à Dança. Relativamente ao impacto do GDD na sociedade, parece que as percepções e motivações do público dos espectáculos prendem-se primeiramente com o gosto pela dança, pelo conhecimento do trabalho do grupo e também pelo elenco diferencial de bailarinos. A análise dos dados de forma interligada permite perceber como a conceptualização inerente ao termo Dança Inclusiva rege o trabalho do GDD, comentar algumas limitações do estudo e propor linhas orientadoras para a sua continuidade.

Perceções acerca do impacto da prática desportiva: um estudo de caso com atletas de competição da escola Dragon Force Madeira

Este estudo inscreve-se no quadro de pesquisa da análise das perceções dos atletas de competição sub 13 da escola Dragon Force acerca do impacto das actividades desportivas sobre o rendimento escolar, relações entre pares e interpessoais, autoestima e autoconceito. Participaram neste estudo 14 atletas do género masculino com idades entre 11 e 13 anos. As metodologias utilizadas foram a quantitativa e a qualitativa. Os instrumentos utilizados foram: notas académicas, Registo de Empenho e Desenvolvimento Educativo (R.E.D.E.), Escala de Autoestima Global de Rosenberg (Rosenberg Self-Esteem Scale, RSES), Questionário de Motivação para as Atividades Desportivas (QMAD), e Escala de Autopercepção de Susan Harter para adolescentes (EAPH-A). Também foi utilizado o focus group. Parte dos dados foi inserida na base de dados do SPSS, versão 19.0, procedendo-se, igualmente, à análise de conteúdo do material resultante do focus group. Embora os resultados revelem que existem algumas diferenças de perceção, a maior parte dos atletas considera que a prática desportiva está associada à alegria e ao divertimento. Também entendem que esta prática influencia o rendimento escolar, a autoestima, o autoconceito, as relações entre pares e interpessoais.

Atuação das equipes da atenção primária na identificação precoce do câncer infanto-juvenil

Identificar o conhecimento de profissionais da atenção primária sobre a identificação precoce do câncer infanto-juvenil e descrever o desempenho das equipes de saúde antes da realização de treinamentos para identificação precoce do câncer infanto-juvenil. Método: Os dados foram obtidos por um questionário e grupo focal com 30 profissionais de uma Unidade de Saúde da Família, e analisados por temas geradores. Resultados: Os profissionais possuem conhecimentos sobre a identificação do câncer infanto-juvenil, e, demandam conhecer mais sobre os sinais e sintomas para identificação precoce, e a prestação de uma assistência sistematizada. Conclusão: Torna-se fundamental estimular a qualificação dos profissionais da atenção primária para a identificação precoce e o fortalecimento de uma rede de assistência que proporcione atendimento integral e a redução no retardo do diagnóstico de câncer infanto-juvenil

Sistemas de medição de desempenho para projetos de PD&I no Setor de Petróleo e Gás Natural

Organizations are seeking new ideas, tools and methods aiming to improve management process and performance. On the other hand, system performance measurement needs to portray organizational changes and provide managers with a set of true and more appropriate information for the decision-making process. This work aims to propose a performance measurement system in the academic field regarding Research, Development and Innovation (RDI) in the oil and gas industry. The research performed a bibliographic review in a descriptive exploratory manner. A field research was conducted with an expert focus group in order to gather new indicators. As for the validation of these indicators, a survey with experienced professional was also realized. The research surveyed four segments in and outside of the Federal University of Rio Grande do Norte-Brazil such as oil and gas project coordinators, staff at Academic Planning Offices, FUNPEC employees as well as coordinators from Petrobrás. The performance measuring system created from this study features three interrelated performance indicators pointed out as: process indicators, outcome indicators and global indicators. The proposal includes performance indicators that seek to establish more appropriate strategies for effective institution management. It might help policy making of university-industry interaction policies

Discursos e práticas na formação de profissionais fisioterapeutas: a realidade dos cursos de fisioterapia na região nordeste do Brasil

This study had a multidisciplinary focus, investigating the areas of health and education, and proposes to discuss the formation of health professionals, requiring their understanding of the factors involved in the production of knowledge, given that this formation has an impact on the quality of human and social life. The aim of this work was to investigate the relationship existing between the process of physical therapist formation and the practical activities developed during the undergraduate course in the Northeast of Brazil. This is an exploratory descriptive study with qualitative significance. The sample consisted of 73 subjects (33 professors and 40 students) from 6 physical therapy courses at different institutions in the Northeast of Brazil. Data collection was conducted through focus group interviews. In addition, we used a school assessment instrument from the health area. The data, analyzed using dialectical hermeneutics, showed that the Northeast of Brazil has the second largest number of physical therapy courses in the country, with 93 (11 public and 82 private) out of a total of 510. These numbers represent a growth of 1062.5% since 1991. The pedagogical projects are guided by National Curricular Directives as well as by the country s health system. The prevalent pedagogy is that of transmission, and the contents/disciplines are generally not integrated with practice, a situation that hinders the integrality and interdisciplinarity of health care. It can be concluded that there is a need for implementing integrated curricula and for better qualified professors to effectively put this process into practice

Estudo psicossocial das perdas dentárias na terceira idade

The present study seeks to understand tooth loss by investigating the social representations in the daily life of elderly individuals, thus characterizing itself as a comparative and analytic research. It is known that tooth loss is a common occurrence in elderly individuals, interfering at the psychosocial and biological levels, through its functional, esthetical and social implications. The area of oral health in Brazil is lacking studies on this topic, especially with respect to the psychosocial aspects of the elderly. The Theory of Social Representations and the Central Nucleus Theory were selected for theoretical-methodological support. The Free Association of Words Test was used, whose inducing stimulus were the words tooth loss , in which each subject was asked to associate 3 words, to respond to a questionnaire related to socio-economic conditions and containing an investigation of tooth loss, access to odontological services and the need for dental treatment, and to undergo a focus group interview. The study sample consisted of 120 individuals 60 years of age or over, resident in Natal, RN, Brazil and participants of the Live Together to Live Better group of the Basic Health Unit of Felipe Camarão Residential District and Unati (Open University of the Elderly); an interview was performed with 36 subjects. Data analysis was performed by Evoc 2000, SPSS/99, Graph Pad and Alceste softwares. The results demonstrate that the central nucleus of the social representations of tooth loss for the Live Together group emerged from the difficulty in eating categories, showing a relation between physiologic necessity, desire and pleasure from eating, not to mention the pain that resulted from justifying the tooth loss. Besides the central discourses, the following peripheral elements were gathered: difficulty in adapting to the prosthesis, treatment and difficulty in speaking. All of these categories, except the last, also comprised the class themes of the group interview. For the Unati group the central nucleus emerged from the socio-economic difficulties categories, demonstrating a narrow relation between poverty, access to health and education and esthetics, confirming in the discourse of common sense, the association between tooth loss and aging. At the margin of the central discourses was collected the peripheral element difficulty in adapting to the prosthesis, found both in the Live Together and Unati groups, which expresses the resistance of the subject to this new situation and the failure of the rehabilitation treatment in the sense of reviving the memory of their natural teeth. All of these categories also constitute the class themes of the of the group interview. Thus, through the study of the social representations, we can reveal a reality in the perspective of the social subjects, contemplating the multiple facets of the social-cultural reality experienced by these individuals

O canto das senhoras :Análise do discurso do sujeito coletivo (DSC) de velhas mulheres da Ponta do Tubarão, no Rio Grande do Norte

The participation of women of more than 60 years of age in the social ritual of the creation of the Reserva de Desenvolvimento Sustentável Estadual ( Sustainable Development State Reserve ) at Ponta do Tubarão, in the state of Rio Grande do Norte, is the central object of this research. This work is an attempt to analyze the oral discourse of these women, to understand the historical participation in this ritual, pointing out the actions for dehistoricization that, in the Western world, take women out of the community scene making their roles less important or invisible as agents of social construction. The reflections that take place in this research, using as a starting point, the example of a traditional fishing community on the Brazilian coast, and denounce the mechanisms of male domination that try to silence their hábitus, such as: the discourse of power (that is responsible for the permanent division of sexual structures) and of the correspondent social and cultural division. The present research respects the oral discourse of the Elderly Women as a significant practice of community life in Diogo Lopes in Macau, Rio Grande do Norte. The creation of the community of RDSE in Ponta do Tubarão as an instrument for political and social management is also accepted here as a process conducted by various social actors that react to developmental threats that have interfered with and are still trying to interfere with the equilibrium of the regional ecosystem. The methodology used in the research is supported in the oral discourse of these women as social representations of a focus group, on which the method of the Análise do Discurso do Sujeito Coletivo (DSC) ( Collective Subject Discourse Analysis ) is applied

O processo de invenção de si: um estudo sobre a construção identitária de pedagogas em formação

This work was developed in the course of Pedagogy, Universidade Federal do Rio Grande do Norte. Aims to understand the process of identity construction of teachers and educators in initial training. We started from the idea that such process was made by a complex and interdependent movement, once it was an inventive phenomenon wrought by individuals who are authors and actors of the story of their "real life" (KAUFMANN). This identity is rooted in the trajectories and social biographical experiences (FERREIRA), relationships with the constructed and accumulated knowledge in this route (CHARLOT) and in the developing of a sense of cultural belonging institutionally constructed (Luckmann, Berger). Then, the training involves relationships with knowledge in several instances, considering the effects, in one hand, the historic-social production and, in another hand, from the positions of subject and their biographical itinerary, existential and formative. We used the methodology of the Comprehensive Interview (KAUFMANN; SILVA), associated with a network of theoretical references, empirical and very analytical and interpretive activity. She researcher also relied on the "sensitive listening" (BARBIER), empathic attitude of "listening / seeing" the subject, and the notion of "intellectual artisan" (MILLS). The individual interviews were supplemented by the Focus Group. The approach was multi-referential (ARDOINO; MACEDO), with the intertwining of different perspectives, allowing a more complex configuration and less reductionist. In the analysis and interpretation we located the starting point, genesis of identity whose dynamics is not rigidly determined, but localized in space-time that precedes entry into the initial training. It is the time of concerns, questions and reflections about what you want to be in the future professional life. In sequence, we saw the route, multifaceted process whose the direction is the increasing involvement of individuals with their training. This training is engendered by the relations with the curricular, extracurricular and discursive knowledge, as simultaneous dynamics of self training and socio training. The self training of the individuals, understanding the critical, ethic and authority reading of their own experiences, is also seen as an exercise of shared responsibility, it assumes that the relationship with others meanings and professor mediation. The socio training refers to the collective subject and turns to the historical production and diversified knowledge, and comprehension of the various training instances. Self training and socio training are both objects of negotiation, because they are provocative of new designs, and cultural and identity maps, mobilizing the senses towards new meanings of themselves and the professional reality. It is in this interdependence between what is historically produced and the experiences of the subjects, who we located the arrival, considering it as a radically incomplete process of the professional identity and the building itself.

O PROEJA ensino médio no ifrn, campus Caicó: causas da desistência e motivos da permanência

This dissertation deals about the theme of National Integration Program of the Professional Education to the Basic Education in the form of Youth and Adults Education - PROEJA, which was developed at the Federal Institute of Education Science and Technology of Rio Grande do Norte - IFRN - Campus Caicó. It aims to analyze the causes of the abandonment and the reasons for the permanence of students within the mentioned program. To substantiate this research, we used methodologically, some procedures such as bibliographical research, documentary analysis, semi-structured interviews and focus group. To analyze the data, we discussed the contradiction that involves duality and educational compensation based in the struggles and achievements of rights at the core of public policies for high schools, for vocational education and the education of youth and adults in the 2000s. We analyze the integrated high school under PROEJA, having as reference the conception of the total human formation; the inseparability of the primary education system and vocational education and the integration of knowledge and expertise as a whole, discussing the specificities of the modality EJA, discussing the causes of abandonment and the reasons for the permanence of the students of education for youth and adults (EJA) in the primary education system. As for the results, we found that although the PROEJA be a program that aims to provide a complete human formation to contribute to the full citizenship of their graduate members, what is announced in the document that guides its creation has not been materialized in Caicó Campus. The curriculum of the course was not designed for the students of EJA, nor teachers have had an adequate training to work with these specific individuals, and its specificities of being workers with differentiated learning times have not been considered. In addition, the courses are predominantly of instrumentalist characteristics. This indicates that the material and institutional conditions to achieve the promised total and complete training have not being fully materialized at the researched school. Associated with the difficulties concerning the intra-school and extra-school conditions, personal and socioeconomic conditions which are related to the obligation to work that implies in limitations to balance work, school and family, they influenced in the interruption of the school trajectory of these subjects. Through research, we confirmed that the motives of students who remain have to do also with intraescolares conditions the quality of education (qualification of technical staff and teachers) involved in the educational process, as well as socioeconomic and personal issues represented by the support of colleagues and family.Then it is concluded that the causes of abandonment and the reasons of the permanence are of institutional, socioeconomic and personal origins. Finally, it is observed that capitalist society demands as much as possible high levels of educated workers, and at the same time makes difficult the access to that education for much of the population, and it is not randomly. The objects of that exclusion are the popular worker classes and their children

Conhecimento dos adolescentes sobre métodos contraceptivos: pesquisa-ação em uma unidade do programa saúde da família de Natal

It is a descriptive study with a qualitative approach, and an action-research type, which aimed to analyze the changes of knowledge about contraceptive methods invested to a teenager group attended in Igapó Family Healthcare Unit, in the city of Natal/RN, after consent and institutional assent of Ethics Committee of Rio Grande do Norte Federal University (Protocol No. 131/07). It were researched 16 teenagers of both sexes, with age ranging from 11 to 16 years. We used two structured questionnaires, one in the initial diagnosis and another during the seven meetings of the focus group, in addition to the field notes and the meetings discussions transcriptions. The data-collection was performed in the period of two months by a team composed by a nurse the research coordinator, a dentist, a nursing assistant, a community-based healthcare worker and a nursing academic. The quantitative and qualitative data were organized, tagged and categorized into spreadsheet in Microsoft Excel, being held a thematic analysis of speeches performed by the study participants. The results were presented as tables, graphics, photos, drawings and word clippings. The educational strategy developed in focus group allowed adolescents to discuss, exchange ideas and opinions on several contraceptive methods, providing expansion in knowledge of all contraceptives discussed, especially those natural and surgical, which were less mentioned at the beginning of the study. Among the advantages of the contraceptive methods listed by teenagers, was highlighted avoiding pregnancy and STDs in use of the barrier method of condom. As for the disadvantages more frequently noted by the survey with the misuse of barrier methods, was highlighted get pregnant, acquire STD's and do not prevent STD's in hormonal, natural and surgical methods. Adolescents showed consistency between the advantages and disadvantages and types of contraceptive methods, showing a widening in knowledge among them. It may be said that, in general, those surveyed had a good understanding about the use of the various contraceptive methods. Thus, the study participants had positively evaluated all the criteria used to qualify the meetings in the focus group. The action strategy of the focus group should be encouraged by professionals who work with teenagers, since they prefer to live in groups, one characteristic of adolescence.