How to reduce the causes of call center contact by implementing web self-service at Sonae MC?

This project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.

How to invest as a private equity

This work project presents a road map for making deals under the umbrella support of a private equity investor. Fundraising, investment analysis, asset monitoring, and divestment are stages in the process that are covered in-depth and clarified in terms of action plan and procedures. Moreover, private equity brings tangible and intangible efficiency to the economy and companies, not only by providing finance to grow and expand but also by forcing superior organizational organics that foster sustainable business positions. In a world domain, Europe as been a second liner as compared to US in terms of size within the private equity sector, but it is quickly maturing and converging to US numbers. In this sense, Portugal has been improving in both numbers and regulations in order to leverage on its strategic location and position itself as a key player to address future business challenges coming from emerging markets such as Africa and Latin America.

An interactive learning approach to accounting classes

This working paper explores the use of interactive learning tools, such as business simulations, to facilitate the active learning process in accounting classes. Although business simulations were firstly introduced in the United States in the 1950s, the vast majority of accounting professors still use traditional teaching methods, based in end-of-chapter exercises and written cases. Moreover, the current students’ generation brings new challenges to the classroom related with their video, game, internet and mobile culture. Thus, a survey and an experimentation were conducted to understand, on one hand, if accounting professors are willing to adjust their teaching methods with the adoption of interactive learning tools and, on the other hand, if the adoption of interactive learning tools in accounting classes yield better academic results and levels of satisfaction among students. Students using more interactive learning approaches scored significantly higher means than others that did not. Accounting professors are clearly willing to try, at least once, the use of an accounting simulator in classes.

Development of benchmarks for operating costs and resources consumption to be used in healthcare building sustainability assessment methods

Since the last decade of the twentieth century, the healthcare industry is paying attention to the environmental impact of their buildings and therefore new regulations, policy goals and Buildings Sustainability Assessment (HBSA) methods are being developed and implemented. At the present, healthcare is one of the most regulated industries and it is also one of the largest consumers of energy per net floor area. To assess the sustainability of healthcare buildings it is necessary to establish a set of benchmarks related with their life-cycle performance. They are both essential to rate the sustainability of a project and to support designers and other stakeholders in the process of designing and operating a sustainable building, by allowing the comparison to be made between a project and the conventional and best market practices. This research is focused on the methodology to set the benchmarks for resources consumption, waste production, operation costs and potential environmental impacts related to the operational phase of healthcare buildings. It aims at contributing to the reduction of the subjectivity found in the definition of the benchmarks used in Building Sustainability Assessment (BSA) methods, and it is applied in the Portuguese context. These benchmarks will be used in the development of a Portuguese HBSA method.

Um modelo para a gestão do conhecimento organizacional no contexto dos serviços partilhados com recurso à utilização do e-Learning

Tese de Doutoramento em Tecnologias e Sistemas de Informação

To be or not to be a pseudogene: a molecular epidemiological approach to the mclx genes and its impact in tuberculosis

Tuberculosis presents a myriad of symptoms, progression routes and propagation patterns not yet fully understood. Whereas for a long time research has focused solely on the patient immunity and overall susceptibility, it is nowadays widely accepted that the genetic diversity of its causative agent, Mycobacterium tuberculosis, plays a key role in this dynamic. This study focuses on a particular family of genes, the mclxs (Mycobacterium cyclase/LuxR-like genes), which codify for a particular and nearly mycobacterial-exclusive combination of protein domains. mclxs genes were found to be pseudogenized by frameshift-causing insertion(s)/deletion(s) in a considerable number of M. tuberculosis complex strains and clinical isolates. To discern the functional implications of the pseudogenization, we have analysed the pattern of frameshift-causing mutations in a group of M. tuberculosis isolates while taking into account their microbial-, patient- and disease-related traits. Our logistic regression-based analyses have revealed disparate effects associated with the transcriptional inactivation of two mclx genes. In fact, mclx2 (Rv1358) pseudogenization appears to be primarily driven by the microbial phylogenetic background, being mainly related to the Euro-American (EAm) lineage; on the other hand, mclx3 (Rv2488c) presents a higher tendency for pseudogenization among isolates from patients born on the Western Pacific area, and from isolates causing extra-pulmonary infections. These results contribute to the overall knowledge on the biology of M. tuberculosis infection, whereas at the same time launch the necessary basis for the functional assessment of these so far overlooked genes.

Evaluación del potencial ornamental de especies autóctonas del valle de Paravachasca para su introducción como cultivos regionales. Evaluation of the potential uses of native plants from the Paravachasca valley to be use for regional cultivation purposes

Numerosas áreas de las sierras chicas han experimentado una gran pérdida de vegetación natural y de germoplasma nativo como consecuencia del crecimiento urbano y de la extracción de plantas sin criterios conservacionistas. El valle de Paravachasca presenta una riqueza florística con muchas especies autóctonas de un valioso potencial ornamental. Para poder proteger la vegetación nativa es necesario conocerla y evaluarla en todos los aspectos incluyendo sus posibles usos. Esta propuesta de trabajo se fundamenta en que las especies nativas constituyen un valioso recurso natural. Por lo tanto, nuestro objetivo principal es evaluar especies autóctonas herbáceas promisorias como ornamentales para establecer parámetros de reproducción y favorecer la innovación productiva, la conservación del paisaje natural y la protección del patrimonio germoplásmico. Para cumplir con dicho objetivo se realizarán viajes en distintas estaciones del año para evaluar in situ, las especies que resulten atractivas por su follaje o floración. Se recolectará material vegetal para determinarlo, caracterizarlo y formar un banco de germoplasma. Se elaborarán fichas técnicas con las cuales evaluar la viabilidad de las semillas y se realizarán pruebas de multiplicación vegetativa. Finalmente, se seleccionarán cuatro especies para su domesticación a campo o cultivo en macetas. Todos los trabajos serán documentados con ilustraciones, fotos y gráficos. Como resultado se espera generar y proveer información sobre plantas nativas, estrategias de conservación, reproducción y cultivo de especies autóctonas; además, transferir la tecnología para estimular una producción regional. Alcanzados los niveles de conocimiento necesarios se intentará establecer vínculos de intercambio de información con otros proyectos nacionales o extranjeros. Por su parte, la transferencia, validación y difusión de los resultados obtenidos se realizará mediante cursos, seminarios, talleres -en el marco educativo- de capacitación laboral, recreativo y productivo, siendo los destinatarios directos las comunas en general y los viveristas, diseñadores de parques, inversores de turismo y aficionados a las plantas, en particular. El impacto del proyecto en el ámbito científico se reflejará en publicaciones que presenten información innovadora en relación con las ciencias agropecuarias; y, en lo social, mediante la generación de posibles fuentes de trabajo.

To determine if the ‘NIMBY’ phenomenon explains the slow progress of wind farm development or do institutional factors need to be taken in to consideration?

The threats posed by climate change are placing governments under increasing pressure to meet electricity demand from low carbon sources. Wind energy has been has been identified as one of the main technologies to help in meeting these demands. The public in general favour wind energy yet proposed targets for generation capacity lag behind proposed goals. The N IM B Y phenomenon has been suggested as one of the reasons why we are behind our wind generation capacity targets. It is a common mistake to take general support for granted and expect the public to support developments when confronted with them in their local area. In many cases it is not unheard of that governing bodies whether social, political, regulatory, environmental, or cultural can overrule general public support and halt developments. Motives to halt developments will vary depending on the institutional body involved. The problem with the term N IM B Y is that it is too basic a term to describe the broad spectrum of complex motives that various institutions including the public may have against a development. This research focuses on a case study where the developer had major problems with the local county council and its wind energy policies when he was erecting a wind turbine despite having gained planning permission. A survey questionnaire was also used as part o f the research to seek the perception a rural community had on wind energy. The research findings and results are discussed with respect to the literature review highlighting a general public support for wind energy and the influence institutional bodies have over the progress of developments.