Progettazione ed Implementazione Front-End di un Sistema Integrato di Customer Assistance in ambito Industry 4.0

Al giorno d'oggi, l'industry 4.0 è un movimento sempre più prominente che induce ad equipaggiare gli impianti industriali con avanzate infrastrutture tecnologiche digitali, le quali operano sinergicamente con l'impianto, al fine di controllare ed aumentare la produttività, monitorare e prevenire i futuri guasti, ed altro ancora. In questo ambito, gli utenti sono parte integrante della struttura produttiva, in cui ricoprono ruoli strategici e flessibili, collaborano fra loro e con le macchine, con l’obiettivo di affrontare e risolvere proattivamente una vasta gamma di problemi complessi. In particolare, la customer assistance nel settore industriale può certamente variare in relazione a molteplici elementi: il tipo di produzione e le caratteristiche del prodotto; l'organizzazione ed infrastruttura aziendale interna; la quantità di risorse disponibili che possono essere impiegate; il grado di importanza ricoperto dalla customer assistance nel settore industriale di riferimento; altri eventuali fattori appartenenti ad un dominio specifico. Per queste ragioni, si è cercato di individuare e categorizzare nel modo più accurato possibile, il lavoro svolto in questo elaborato ed il contesto nel quale è stato sviluppato. In questa tesi, viene descritta un'applicazione web per erogare assistenza al cliente in ambito di industria 4.0, attraverso il paradigma di ticketing o ticket di supporto/assistenza. Questa applicazione è integrata nel sistema Mentor, il quale è attivo già da anni nel settore industriale 4.0. Il progetto Mentor è una suite di applicazioni cloud-based creata dal gruppo Bucci Industries, una multinazionale attiva nell'industria e nell'automazione con sede a Faenza. In questo caso di studio, si presenta la progettazione ed implementazione della parte front-end del suddetto sistema di assistenza, il quale è integrato ed interconnesso con un paio di applicazioni tipiche di industria 4.0, presenti nella stessa suite di applicazioni.

Customer care e inbound marketing. Il caso Golee

L'elaborato tratta la customer care, ovvero l'insieme delle attività volte a fornire cura e attenzione nei confronti del cliente. Si illustra, inoltre, l'inbound marketing, una metodologia che attira i clienti tramite una canalizzazione degli stessi verso l'impresa. Entrambi i concetti sono stati analizzati ed applicati in Golee, azienda produttrice di un software gestionale per le società sportive. Golee, impiegando una strategia di inbound marketing e focalizzandosi sulle attività di customer care, negli ultimi anni è riuscita a fidelizzare un gran numero di clienti, aumentando vigorosamente il proprio valore aziendale.

Interesses fisicos no lazer : a influencia do esporte de alto rendimento para a criança na relação lazer-escola-processo educativo

Universidade Estadual de Campinas . Faculdade de Educação Física

Adolescência através dos séculos

A sociedade contemporânea ocidental estendeu o período da adolescência, que não é mais encarada apenas como uma preparação para a vida adulta, mas passou a adquirir sentido em si mesma, como um estágio do ciclo vital. O presente artigo procura descrever como os adolescentes eram vistos e tratados, desde a antiguidade até os dias de hoje, a partir de textos literários ou filosóficos e estudos científicos. O material bibliográfico a respeito da adolescência caracteriza-se por três etapas distintas: a descrição dos padrões de comportamento, ajustamento pessoal e relacionamento; a resolução de problemas reais por meio do conhecimento científico; e o desenvolvimento positivo do indivíduo, considerando os adolescentes como o futuro da humanidade.

Acolhendo o acolhedor: o caminho mais curto para a humanização da assistência

INTRODUÇÃO: o acolhimento tem se constituído num potente disparador de mudanças. Este trabalho reflete a satisfação experimentada, resultante da atuação num ambiente altamente sinérgico e produtivo. OBJETIVO: implantação e implementação da assistência materno-neonatal a partir do acolhimento ao cliente interno. MÉTODO: realizou-se observação direta do cotidiano em setores distintos do Hospital Maternidade Interlagos (HMI) -SES/SP e seu Ambulatório. Foram realizadas entrevistas semi-estruturadas com dois profissionais da equipe multidisciplinar, as quais subsidiaram oficinas de humanização no ambiente hospitalar. Os profissionais foram divididos em áreas de exercício profissional, da administrativa à assistencial. RESULTADOS: ocorreu implantação do Comitê de Acolhimento e Humanização da Assistência Materno-Neonatal no Hospital Maternidade Interlagos, com participação dos líderes de acolhimento na gerência institucional, provendo melhor desempenho individual e coletivo no exercício laboral na Unidade Hospitalar

Process oriented framework to support PLM implementation

Product lifecycle management (PLM) innovates as it defines both the product as a central element to aggregate enterprise information and the lifecycle as a new time dimension for information integration and analysis. Because of its potential benefits to shorten innovation lead-times and to reduce costs, PLM has attracted a lot of attention at industry and at research. However, the current PLM implementation stage at most organisations still does not apply the lifecycle management concepts thoroughly. In order to close the existing realisation gap, this article presents a process oriented framework to support effective PLM implementation. The framework central point consists of a set of lifecycle oriented business process reference models which links the necessary fundamental concepts, enterprise knowledge and software solutions to effectively deploy PLM. (c) 2007 Elsevier B.V. All rights reserved.

Hybrid Method to Assess Sensitive Process Interruption Costs Due to Faults in Electric Power Distribution Networks

This paper shows a new hybrid method for risk assessment regarding interruptions in sensitive processes due to faults in electric power distribution systems. This method determines indices related to long duration interruptions and short duration voltage variations (SDVV), such as voltage sags and swells in each customer supplied by the distribution network. Frequency of such occurrences and their impact on customer processes are determined for each bus and classified according to their corresponding magnitude and duration. The method is based on information regarding network configuration, system parameters and protective devices. It randomly generates a number of fault scenarios in order to assess risk areas regarding long duration interruptions and voltage sags and swells in an especially inventive way, including frequency of events according to their magnitude and duration. Based on sensitivity curves, the method determines frequency indices regarding disruption in customer processes that represent equipment malfunction and possible process interruptions due to voltage sags and swells. Such approach allows for the assessment of the annual costs associated with each one of the evaluated power quality indices.

Reconfiguration of distribution networks to minimize loss and disruption costs using genetic algorithms

In this paper a computational implementation of an evolutionary algorithm (EA) is shown in order to tackle the problem of reconfiguring radial distribution systems. The developed module considers power quality indices such as long duration interruptions and customer process disruptions due to voltage sags, by using the Monte Carlo simulation method. Power quality costs are modeled into the mathematical problem formulation, which are added to the cost of network losses. As for the EA codification proposed, a decimal representation is used. The EA operators, namely selection, recombination and mutation, which are considered for the reconfiguration algorithm, are herein analyzed. A number of selection procedures are analyzed, namely tournament, elitism and a mixed technique using both elitism and tournament. The recombination operator was developed by considering a chromosome structure representation that maps the network branches and system radiality, and another structure that takes into account the network topology and feasibility of network operation to exchange genetic material. The topologies regarding the initial population are randomly produced so as radial configurations are produced through the Prim and Kruskal algorithms that rapidly build minimum spanning trees. (C) 2009 Elsevier B.V. All rights reserved.

Do economists ‘compose’ economics? A comparison of the creative processes of artists and economists

This is a draft for a chapter of the book version of my Ph.D thesis. The chapter addresses the following question: Are the creative processes of musical composers and academic economists essentially the same, or are there significant differences? The paper finds that there are deep similarities between the creative processes of theoretical economists and the creative processes of artists. The chapter builds a process oriented lifecycle account of creative activity, drawing on testimonial material from the arts and the sciences, and relates the model to the creative work of economists developing economic theory.

Employee reactions to behavioural control under conditions of stress: the moderating role of self-efficacy

Extensive research conducted in the occupational stress literature has failed to provide convincing support for the stress-buffering effects of work control on employee adjustment. Drawing on research conducted in the laboratory context, it was proposed that the stress-buffering effects of work control on employee adjustment would be more marked at high, rather than low, levels of self-efficacy. In a sample of 100 customer service representatives, a significant three-way interaction among role conflict, work control and self-efficacy (measured at Time 1) was observed on (low) depersonalization (measured at Time 2). Consistent with expectations, work control reduced the negative effects of work stress on this outcome measure only for employees who perceived high levels of self-efficacy at work. In addition, there was evidence to suggest that self-efficacy moderated the main effects of work control on job satisfaction and somatic health. These findings are discussed hi terms of their theoretical contribution to the job strain model, and also in relation to workplace interventions designed to improve levels of employee adjustment.

Choices associated with automobiles for Men and Women: convergence or divergence?

The increase of the women purchase power has led some companies to adopt strategies of products differentiation as well as to produce specific products to the female public. The auto industry is not immune to this phenomenon, once the women represent, approximately half of the automobile sales in the country. Considering the consumption and the behavior differences between women and men, it has set the following question: are there differences between the choices associated to the automobile by men and the choices associated to the automobile by women? It has been presented to the participants items found in the people`s day-by-day, which are valorized by them, and the participants have been asked to choose and associate these items to the automobile. The results analysis revealed there are more similarities than differences between choices associated to the automobile by men ad choices associated to the automobile by women. The similarity between the choices suggests that the representations, the meanings and values assigned. to the car by men ana women are similar and thus the strategy of product differentiation does not apply to the automotive industry

The origin of the metazoan biphasic life cycle: New insights from an ancient phylum

The biphasic life cycle, characterised by metamorphosis from a pelagic larva to a benthic adult, is found throughout the Metazoa. So is sexual reproduction via eggs and sperm. Amidst a tangled web of hypotheses on the origin of metazoan biphasy, current weight of opinion lies with a simple, larva-like holopelagic ancestor that independently settled multiple times to incorporate a benthic phase into the life cycle. This school of thought derives from Haeckel's interpretation of the gastrula as the recapitulation of a gastrean ancestor that evolved via selection on a simple, planktonic hollow ball-of-cells to develop the capacity to feed. We suggest that a paradigm shift is required to accomodate accumulating evidence of the genomic and developmental complexity of the metazoan last common ancestor, which was likely to have already possessed a biphasic lifecycle. Here we incorporate recent evidence from basal metazoans, in particular poriferans, to argue that a more parsimonious theory of the origin of biphasy is as a direct consequence of sexual reproduction in an ancestral benthic adult form. The metazoan embryo can itself be considered the precursor to a biphasic life cycle, wherein the embryo represents one phase and the adult another. Embryos in the water column are subject to natural selection for longeveity and dispersal, which sets them on the evolutionary trajectory towards the crown metazoan planktonic larvae. This alternate view considers the conserved use of regulatory genes in disparate metazoans as a reflection of both the complexity of the LCA and the antiquity of the biphasic life cycle. It does not require that extant embryogenesis, including gastrulation, recapitulates evolution.

Appraisal ratings, halo, and selection: A study using sales staff

Supervisor ratings are useful criteria for the validation of selection instruments but maybe limited because of the presence of rating errors, such as halo. This study set out to show that supervisor ratings which are high in halo remain successful criteria in selection. Following a thorough job analysis, a customer service questionnaire was designed to assess the potential of retail sales staff on three orthogonal subscales labelled Dealing with people, Emotions and energy, and Solitary style. These subscales were uncorrelated with supervisor ratings made about 8 weeks later. However, the supervisor ratings were correlated with an overall scale derived from the three scales of the customer service questionnaire. These results support the view that supervisor ratings generally consist of global impressions and suggest that these global impressions are useful measures of overall performances. This field study confirms laboratory results that halo does not necessarily reduce rating accuracy.

Service guarantees: A strategic mechanism to minimise customers' perceived risk in service organisations

Service offerings are largely intangible in nature. Customers are thus unable to assess the purchase outcome prior to experience, rendering the risk of possible customer dissatisfaction very high. It is argued that the concept of service guarantees proposed by services management theory can be effectively utilised to reduce the perceived risk of dissatisfaction for the customer in service organisations. Additionally, it is suggested that service guarantees force management to undertake activities which elevate the superiority of the organisation in the eyes of the customer and, thus, the opportunity to transform one-time customers into loyal ones. The purpose of this paper is twofold: first, to illustrate how customers’ behavioural intentions can be influenced by the use of a service guarantee; and second, to outline a systematic process that can help service business managers to develop and implement an effective service guarantee. This research highlights the numerous benefits available to service organisations by utilising the service guarantee as a strategic tool. Some of the important management implications are also outlined.

Age-related lifecycles - Purpose variations

By describing and discussing Australian data on outbound tourism, this paper investigates the bimodal (double peaked) lifecycle pattern predicted and observed in the literature. These theories are primarily based on demand for holiday tourism, but tourists do not just go overseas for this purpose, with visiting friends and relatives, business, convention and conference, employment and educational tourism relevant purposes also. Trips overseas by Australians are split into these groups, enabling the age-related lifecycles of each to be examined separately. Unlike holiday tourism, all other purposes are unimodal, although they vary with respect to the age groups at which they peak and their relative positions.