Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

Uma metodologia para redução de incertezas em sistema de medição de vazão de óleo e gás

The objective of this research is to discuss about the need for implementation of new alternatives for the implementation on the metrological control: on the findings of initial and subsequent measurements, the control procedures of measurement uncertainty applied in assessing the loss or remains found in handling operations of bulk liquids, when used turbine meters used in measuring the tax on the business of Petrobras, due to the current environment of legal metrology and scientific, both domestic and international. We aim, with these alternatives: standardizing the minimization of random and systematic errors, the estimate of the remaining errors, as well as the management control of metrological calibration procedures, control of measurement uncertainty, and contribute to the change in the form of performance of legal metrology and scientific disseminating new information to change management of metrological control, objectively focused on aspects of supervision in implementing these activities in the control of the uncertainties of measurement used in our processes in the fiscal measurement system Petrobras. Results are presented, information and comments on the influence of measurement uncertainty in the current results of the fiscal and transfer of custody. This will emphasize the need, among other things, improvement and expansion of metrological control monitored by setting a better meet demand, calibration equipment and measuring instruments for Petrobras. Finally, we intend to establish the need for improving the method of evaluation of the data meter applied to the current management control of measurement uncertainty by proposing a methodology for addressing the problem, as well as highlighting the expected results.

Calibração de um equipamento de TDR para medida de umidade de solos

Este estudo visou à obtenção das curvas de calibração de um equipamento de TDR (Time Domain Reflectometry) em cinco solos da região de Piracicaba, SP, e testou a adequação da calibração interna do equipamento e das curvas genéricas de calibração. As curvas ajustadas, em cada solo separadamente, apresentaram coeficientes de determinação (R²) da ordem de 0,99, e a curva ajustada para o conjunto de dados dos cinco solos apresentou R² = 0,976. A análise de erros-padrão de estimativa mostrou que as curvas genéricas não se prestam às aplicações mais sensíveis, tais como na determinação absoluta do conteúdo de água do solo. Os testes de comparação entre as curvas ajustadas, a curva genérica e a curva embutida no equipamento mostraram que a primeira é superior às demais. O estudo mostrou, também, que a curva de calibração embutida no equipamento é inadequada para as determinações de umidade nos cinco solos estudados.

Data information system to promote the organization data of collections - modeling considerations by the Unified Modelign Language (UML)

Pode-se afirmar que a evolução tecnológica (desenvolvimento de novos instrumentos de medição como, softwares, satélites e computadores, bem como, o barateamento das mídias de armazenamento) permite às Organizações produzirem e adquirirem grande quantidade de dados em curto espaço de tempo. Devido ao volume de dados, Organizações de pesquisa se tornam potencialmente vulneráveis aos impactos da explosão de informações. Uma solução adotada por algumas Organizações é a utilização de ferramentas de sistemas de informação para auxiliar na documentação, recuperação e análise dos dados. No âmbito científico, essas ferramentas são desenvolvidas para armazenar diferentes padrões de metadados (dados sobre dados). Durante o processo de desenvolvimento destas ferramentas, destaca-se a adoção de padrões como a Linguagem Unificada de Modelagem (UML, do Inglês Unified Modeling Language), cujos diagramas auxiliam na modelagem de diferentes aspectos do software. O objetivo deste estudo é apresentar uma ferramenta de sistemas de informação para auxiliar na documentação dos dados das Organizações por meio de metadados e destacar o processo de modelagem de software, por meio da UML. Será abordado o Padrão de Metadados Digitais Geoespaciais, amplamente utilizado na catalogação de dados por Organizações científicas de todo mundo, e os diagramas dinâmicos e estáticos da UML como casos de uso, sequências e classes. O desenvolvimento das ferramentas de sistemas de informação pode ser uma forma de promover a organização e a divulgação de dados científicos. No entanto, o processo de modelagem requer especial atenção para o desenvolvimento de interfaces que estimularão o uso das ferramentas de sistemas de informação.

Technology assessment for power quality mitigation devices - Micro-DVR case study

This work presents a case study on technology assessment for power quality devices. A system compatibility test protocol for power quality mitigation devices was developed in order to evaluate the functionality of three-phase voltage restoration devices. In order to case test this test protocol, a development platform with reduced power for DVR (Dynamic Voltage Restorer), the Micro-DVR, was tested, and results were discussed based on voltage disturbances standards. ©2008 IEEE.

Modeling approach based on experimental results for prediction of measurement errors in energy meters

This paper presents a general modeling approach to investigate and to predict measurement errors in active energy meters both induction and electronic types. The measurement error modeling is based on Generalized Additive Model (GAM), Ridge Regression method and experimental results of meter provided by a measurement system. The measurement system provides a database of 26 pairs of test waveforms captured in a real electrical distribution system, with different load characteristics (industrial, commercial, agricultural, and residential), covering different harmonic distortions, and balanced and unbalanced voltage conditions. In order to illustrate the proposed approach, the measurement error models are discussed and several results, which are derived from experimental tests, are presented in the form of three-dimensional graphs, and generalized as error equations. © 2009 IEEE.

Harmonic content identification based on neural method for single phase power systems

An alternative method is presented in this paper to identify the harmonic components of non-linear loads in single phase power systems based on artificial neural networks. The components are identified by analyzing the single phase current waveform in time domain in half-cycle of the ac voltage source. The proposed method is compared to the fast Fourier transform. Simulation and experimental results are presented to validate the proposed approach.

A participação escolar de alunos com deficiência na percepção de seus

The identification of the level of school participation of disabled students is crucial for monitoring the inclusive educational process. It requires the use of measuring instruments that provide functionality before school specific demands, and that at the same time can motivate the teacher to reflect on his judgment about the performance of students with disabilities. School Function Assessment (SFA) is a tool that helps recognize the special needs of students with disabilities according to parameters of functionality and participation. Thus, this study analyzed the influence of the use of SFA on the teacher's judgment of student participation and performance. Eight teachers responded regarding the participation of nine students with disabilities through the use of the SFA and a questionnaire. The results indicated that, for five teachers, SFA helped with the perception of the student's participation, focusing on the activity demand and brought reflections on: the need of evaluation not just in the classroom, co-relation between the degree of disability and the participation of the student, understanding of the specificities of the performance, importance of the adaptation to neutralize incapacity and the importance of the focus deviation from the disability toward functionality.

Comparative analysis for reactive energy measurement methodologies, under non-sinusoidal conditions in three-phase four-wire circuits

This paper presents some methodologies for reactive energy measurement, considering three modern power theories that are suitable for three-phase four-wire non-sinusoidal and unbalanced circuits. The theories were applied in some profiles collected in electrical distribution systems which have real characteristics for voltages and currents measured by commercial reactive energy meters. The experimental results are presented in order to analyze the accuracy of the methodologies, considering the standard IEEE 1459-2010 as a reference. Finally, for additional comparisons, the theories will be confronted with the modern Yokogawa WT3000 energy meter and three samples of a commercial energy meter through an experimental setup. © 2011 IEEE.

Practical comparisons among electronic energy meters, a precision energy meter and IEEE1459 for reactive energy measurements, under unbalanced and non-sinusoidal conditions

This paper presents a practical experimentation for comparing reactive/non-active energy measures, considering three-phase four-wire non-sinusoidal and unbalanced circuits, involving five different commercial electronic meters. The experimentation set provides separately voltage and current generation, each one with any waveform involving up to fifty-first harmonic components, identically compared with acquisitions obtained from utility. The experimental accuracy is guaranteed by a class A power analyzer, according to IEC61000-4-30 standard. Some current and voltage combination profiles are presented and confronted with two different references of reactive/non-active calculation methodologies; instantaneous power theory and IEEE 1459-2010. The first methodology considers the instantaneous power theory, present into the advanced mathematical internal algorithm from WT3000 power analyzer, and the second methodology, accomplish with IEEE 1459-2010 standard, uses waveform voltage and current acquisition from WT3000 as input data for a virtual meter developed on Mathlab/Simulink software. © 2012 IEEE.

Desenvolvimento e implementação de um sistema para detecção de falhas em estruturas usando microcontrolador

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Técnicas avançadas para caracterização de processos de transporte dependente do Spin

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Determinação da acurácia de instrumentos de medidas para obter a evapotranspiração de referência com erros fixados

Pós-graduação em Agronomia (Ciência do Solo) - FCAV

Disfunções temporomandibulares: estudo epidemiológico no município de Araraquara (SP)

Pós-graduação em Alimentos e Nutrição - FCFAR

Avaliação da aprendizagem e deficiência intelectual na perspectiva de professores do ensino comum

The aim of this study was to identify and analyze the conceptions of a group of teachers in cycle-1 elementary school on intellectual disability and assessment of school learning. It is a qualitative research that used a semi-structured interview script for its investigation. The teachers' reports showed some weakness and lack of preparation to deal with the inclusion of pupils with intellectual disabilities, and consequently difficult to assess their learning conditions. It was also found that the assessment used by them was characterized by sluggish and it was based mainly on the use of quantitative measuring instruments. Such instruments shortly guide the process of teaching and learning, consequently do not contribute to effective the inclusion of these school students.