Earth's ion upflow associated with polar cap patches: global and in-situ observations

We report simultaneous global monitoring of a patch of ionization and in situ observation of ion upflow at the center of the polar cap region during a geomagnetic storm. Our observations indicate strong fluxes of upwelling O+ ions originating from frictional heating produced by rapid antisunward flow of the plasma patch. The statistical results from the crossings of the central polar cap region by Defense Meteorological Satellite Program F16–F18 from 2010 to 2013 confirm that the field-aligned flow can turn upward when rapid antisunward flows appear, with consequent significant frictional heating of the ions, which overcomes the gravity effect. We suggest that such rapidly moving patches can provide an important source of upwelling ions in a region where downward flows are usually expected. These observations give new insight into the processes of ionosphere-magnetosphere coupling.

Limited global diversity of the Plasmodium vivax merozoite surface protein 4 gene

Merozoite surface proteins (MSPs) of the malaria parasites are major candidates for vaccine development targeting asexual blood stages. However, the diverse antigenic repertoire of these antigens that induce strain-specific protective immunity in human is a major challenge for vaccine design and often determines the efficacy of a vaccine. Here we further assessed the genetic diversity of Plasmodium vivax MSP4 (PvMSP4) protein using 195 parasite samples collected mostly from Thailand, Indonesia and Brazil. Overall, PvMSP4 is highly conserved with only eight amino acid substitutions. The majority of the haplotype diversity was restricted to the two short tetrapeptide repeat arrays in exon 1 and 2, respectively. Selection and neutrality tests indicated that exon 1 and the entire coding region of PvMSP4 were under purifying selection. Despite the limited nucleotide polymorphism of PvMSP4, significant genetic differentiation among the three major parasite populations was detected. Moreover, microgeographical heterogeneity was also evident in the parasite populations from different endemic areas of Thailand. (C) 2009 Elsevier B.V. All rights reserved.

The South American Plasmodium falciparum var gene repertoire is limited, highly shared and possibly lacks several antigenic types

The Plasmodium falciparum var gene family encodes large variant antigens, which are important virulence factors, and also targets of the humoral host response. The frequently observed mild outcomes of falciparum malaria in many places of the Amazon area prompted us to ask whether a globally restricted variant (var) gene repertoire is present in currently circulating and older isolates of this area. By exhaustive analysis of var gene tags from 89 isolates and clones taken during many years from all over the Brazilian Amazon, we estimate that there are probably no more than 350-430 distinct sequence types, less than for any similar sized area studied so far. Detailed analysis of the var tags from genetically distinct clones obtained from single isolates revealed restricted and redundant repertoires suggesting either a low incidence of infective bites or restricted variant gene diversity in inoculated parasites. Additionally, we found a structuring of var gene repertoires observed as a higher pairwise typing sharing in isolates from the same microregion compared to isolates from different regions. Fine analysis of translated var tags revealed that certain Distinct Sequence Identifiers (DSIDs) were differently represented in Brazilian/South American isolates when compared to datasets from other continents. By global alignment of worldwide var DBL alpha sequences and sorting in groups with more than 76% identity, 125 clusters were formed and more than half of all genes were found in nine clusters with 50 or more sequences. While Brazilian/South American sequences were represented only in 64 groups, African sequences were found in the majority of clusters. DSID type 1 related sequences accumulated almost completely in one single cluster, indicating that limited recombination occurs in these specific var gene types. These data demonstrate the so far highest pairwise type sharing values for the var gene family in isolates from all over an entire subcontinent. The apparent lack of specific sequences types suggests that the P. falciparum transmission dynamics in the whole Amazon are probably different from any other endemic region studied and possibly interfere with the parasite`s ability to efficiently diversify its variant gene repertoires. (C) 2010 Elsevier B.V. All rights reserved.

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.

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.

Os impactos da reestruturação organizacional de uma empresa multinacional de alta tecnologia na área de treinamento e desenvolvimento de call center:aplicação da teoria das configurações de Mintzberg

Neste estudo realizamos uma pesquisa no setor de serviços de uma empresa multinacional de alta tecnologia, na qual ocorreram mudanças organizacionais envolvendo a área de treinamento e desenvolvimento, que atendia vários clientes de call centers, com sua equipe deixando de se reportar à Gerência Operacional local e passando a se reportar à área de Treinamento & Desenvolvimento Global. O objetivo foi contribuir para o papel do desenho organizacional da área de treinamento neste setor. O estudo teve como embasamento a Teoria das Cinco Configurações, de Henry Mintzberg, e as questões respondidas foram: que reestruturação a empresa estudada está implementando, de acordo com a teoria de Mintzberg, e quais são os impactos desta reestruturação para o departamento estudado, na visão dos entrevistados? O método utilizado foi o de estudo de caso e a nossa pesquisa foi realizada na organização desta área no Brasil, na qual coletamos dados através de fontes primárias, e empregamos observação direta e pesquisa de campo com entrevistas semiestruturadas com funcionários e clientes da área. Demostramos que a organização de treinamento estava se estruturando como uma Adhocracia Operacional e que a mudança foi positiva na visão tanto dos funcionários da área, quanto de seus clientes. Para avaliarmos o comportamento dos indivíduos do grupo, criamos duas tipologias a partir da categorização dos dados coletados. Concluímos que as pessoas do grupo tinham ação estratégica e foco em seu desenvolvimento profissional, o que é coerente com a estrutura Adhocrática de Mintzberg. As características de uma Adhocracia se mostraram positivas para uma área de treinamento de call center que atende a múltiplos clientes, conduzindo a equipe a ter foco mais estratégico, aumentando a autonomia e o engajamento, elevando o conhecimento, melhorando a comunicação, trazendo processos flexíveis e, como consequência, um resultado positivo para as operações atendidas.

An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study

Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model.

A organização da demanda em serviços públicos de saúde bucal: universalidade, eqüidade e integralidade em saúde bucal coletiva

RONCALLI, Angelo Giuseppe. A organização da demanda em serviços públicos de saúde bucal: universalidade, eqüidade e integralidade em Saúde Bucal Coletiva. raçatuba, 2000. 238p. Tese (Doutorado em Odontologia Preventiva e Social). Faculdade de Odontologia, Universidade Estadual Paulista “Júlio de Mesquita Filho”

Desenvolvimento de um Sistema de Visão Global para uma Frota de Mini-Robôs Móveis

Navigation based on visual feedback for robots, working in a closed environment, can be obtained settling a camera in each robot (local vision system). However, this solution requests a camera and capacity of local processing for each robot. When possible, a global vision system is a cheapest solution for this problem. In this case, one or a little amount of cameras, covering all the workspace, can be shared by the entire team of robots, saving the cost of a great amount of cameras and the associated processing hardware needed in a local vision system. This work presents the implementation and experimental results of a global vision system for mobile mini-robots, using robot soccer as test platform. The proposed vision system consists of a camera, a frame grabber and a computer (PC) for image processing. The PC is responsible for the team motion control, based on the visual feedback, sending commands to the robots through a radio link. In order for the system to be able to unequivocally recognize each robot, each one has a label on its top, consisting of two colored circles. Image processing algorithms were developed for the eficient computation, in real time, of all objects position (robot and ball) and orientation (robot). A great problem found was to label the color, in real time, of each colored point of the image, in time-varying illumination conditions. To overcome this problem, an automatic camera calibration, based on clustering K-means algorithm, was implemented. This method guarantees that similar pixels will be clustered around a unique color class. The obtained experimental results shown that the position and orientation of each robot can be obtained with a precision of few millimeters. The updating of the position and orientation was attained in real time, analyzing 30 frames per second

Desempenho do modelo global da ionosfera do IGS: avaliação no posicionamento por ponto na região sul do Brasil em período de alta atividade solar

One of the main drawbacks of the GPS accuracy for L1 users is the error due to ionosphere. This error depends on the total electron content presents in the ionosphere, as well as of the carrier frequency. Some models have been developed to correct GPS observables of the systematic error due to the ionosphere. The model more known and used is the Klobuchar model, which corrected 50-60% of the ionospheric error approximately. Alternatively, IGS (International GNSS Service) also has developed a model called Global Ionospheric Map (GIM). These maps, in format IONEX, are available in the site of the IGS, and one of the applications of them is to correct the GPS observables of the error due to ionosphere. This work aims at evaluating the quality of GPS point positioning using the IGS ionospheric model in the southerm region of Brazil. Tests carried out had shown an average improvement in the horizontal and vertical determination of 44% and 77%, respectively, when GIM is used in the point positioning.

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

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