Linking customer satisfaction, quality, and strategic planning

By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.

E-service em bibliotecas: gera ao de valor para pesquisadores por meio de coopera ao indireta

O conceito de cooperação indireta aplicado a dados de transações de empréstimos do acervo de uma biblioteca pode ser usado para gerar recomendações de itens relevantes para usuários e pesquisadores. O modelo proposto utiliza a Análise de Agrupamentos e a Análise de Cestas e tem aplicabilidade direta em livrarias virtuais, podendo ser adaptado a praticamente qualquer tipo de empreendimento em e-business.

Knowledge cities: a taxonomy for analyzing software and information service clusters

Software and information services (SIS) have become a field of increasing opportunities for international trade due to the worldwide diffusion of a combination of technological and organizational innovations. In several regions, the software industry is organized in clusters, usually referred to as "knowledge cities" because of the growing importance of knowledge-intensive services in their economy. This paper has two primary objectives. First, it raises three major questions related to the attractiveness of different cities in Argentina and Brazil for hosting software companies and to their impact on local development. Second, a new taxonomy is proposed for grouping clusters according to their dominant business segment, ownership pattern and scope of operations. The purpose of this taxonomy is to encourage further studies and provide an exploratory analytical tool for analyzing software clusters.

Hedonic analysis of cell phones sold with post-paid service plans in Brazil

The aim of this paper is to analyze the determining factors for the pricing of handsets sold with service plans, using the hedonic price method. This was undertaken by building a database comprising 48 handset models, under nine different service plans, over a period of 53 weeks in 2008, and resulted in 27 different attributes and a total number of nearly 300,000 data registers. The results suggest that the value of monthly subscriptions and calling minutes are important to explain the prices of handsets. Furthermore, both the physical volume and number of megapixels of a camera had an effect on the prices. The bigger the handset, the cheaper it becomes, and the more megapixels a camera phone has, the more expensive it becomes. Additionally, it was found that in 2008 Brazilian phone companies were subsidizing enabled data connection handsets.

Focusing illusion in satisfaction with life among college students living in Brazil

Literature shows that there are significant associations between health and happiness. Various countries are considering, contemplating or formally incorporating the happiness variable into their public health policies. Moreover, the private sector has shown interest in the topic. Based on that This article examines the biases in the perception of satisfaction with life among young adults in two Brazilian cities. The study explores the associations between aspects of life and perception of happiness because public policies associated with happiness require an improved understanding of the subjectivity of the sense of well-being. A survey conducted among 368 college students enabled analysis through Multivariate Analysis of Covariance (MANCOVA) and linear regression. The results suggest that, although there were no significant differences in general satisfaction with life between the two cities, there were indications of focusing illusion in the perception of happiness caused by expectations arising from the feeling of personal insecurity in a metropolis.

Continuing and life-long education for Social Work

Pretende defender que a educação contínua e ao longo da vida para o Serviço Social deve levar em conta os caminhos e as perspectivas que ultrapassam a arena da profissão do assistente social, e essa educação deve dialogar com os avanços nas vidas e nos trabalhos profissionais. Os assistentes sociais podem desta maneira moverem-se entre a prática, a gestão, a política profissional e a educação. Desde a experiência pré-qualificadora até à reforma, a avaliação e a supervisão podem ajudar a desenvolver caminhos profissionais e planos de educação relevantes. O exemplo deste processo de educação contínua multiprofissional em St. Christopher’s Hospice London pode ajudar a compreender como as pessoas podem desenvolver-se como pessoas e nos seus projectos profissionais.

Service Provision for visually disabled adults by Social Service Departments in Portugal and England: a Comparative Perspective

Este artigo apresenta os principais resultados de um estudo de casos realizado sobre a prestação de serviços para adultos com deficiência visual pelos departamentos de acção social das autarquias em Portugal e Inglaterra. Emergiu da pesquisa que existem diferenças significativas nos serviços prestados aos adultos com deficiência visual tendo em conta que os departamentos de acção social daqueles dois países estão estruturados diferentemente e existem dentro de uma estrutura económica, social, cultural e política diferente. No entanto, podemos concluir que em Inglaterra a oferta de bens e serviços pelas instâncias municipais é mais abrangente, especializada e tem uma longa história de existência. Pelo contrário em Portugal o Estado-Providência tem uma história recente, e às autarquias é atribuído um papel suplementar no que diz respeito à prestação de serviços para pessoas com deficiência visual.

Possible consequences of increasing life expectancy in Brazil: the perspective of a European historical demographer

Those over sixty years of age accounted for 6.6% of the total population of Brazil in 1985, in the Federal Republic of Germany this proportion was 20.3% in 1984. As early as 1950 it had been 14.5%. This proportion will not even be reached in Brazil in the year 2000 when persons aged sixty years and older are only projected to make up 8.8% of the total population. Similarly, in 1982/84 life expectancy at birth in the Federal Republic was 70.8 years for men and 77.5 for women; in Brazil the figures for 1980/85 were, by contrast, "only" 61.0 and 66.0. Against this background it is easy to understand why the discussion concerning an ageing society with its many related medical, economic, individual and social problems has been so slow in coming into its own in Brazil. As important as a more intensive consideration of these aspects may be in Brazil at present, they are, nevertheless, only one side of the story. For a European historical demographer with a long-term perspective of three of four hundred years, the other side of the story is just as important. The life expectancy which is almost ten years lower in Brazil is not a result of the fact that no one in Brazil lives to old age. In 1981 people sixty-five years and older accounted for 34.4% of all deaths! At the same time infants accounted for only 22.1% of total mortality. They are responsible, along with the "premature" deaths among youths and adults, for the low, "average" life expectancy figure. In Europe, by contrast, these "premature" deaths no longer play much of a role. In 1982/84 more than half of the women (52.8%) in the Federal Republic of Germany lived to see their eightieth birthdays and almost half of the men (47.3%) lived to see their seventy-fifth. Our biological existence is guaranteed to an extent today that would have been unthinkable a few generations ago. Then, the classic troika of "plague, hunger and war" threatened our forefathers all the time and everywhere. The radical transition from the formerly uncertain to a present-day certain lifetime, which is the result of the repression of "plague, hunger and war", led to unexpected consequences for our living together. Our forefathers were forced to live in closely knit Gemeinschaften in the interest of physical survival and to subordinate their egoistic goals to a common value, but now these pressures have, for the most part, fallen away. Correspondingly, this much more certain EGO has taken center stage. An ever greater number of us chooses to live life as single beings: the number of marriages is lower every year; the number of divorces is on the increase; in Berlin (West) more than half (sic! 52.3%) of all households are already composed on only one person. For the last dozen years the annual number of births in the Federal Republic has been insufficient to ensure population replacement. Not a population explosion but rather the opposite, a population implosion, is our problem. Human beings do not appear to be "social animals", as was axiomatically assumed for so long. They were only forced to behave as such for as long as "plague, hunger and war" forced them to do so. When these life endangering conditions no longer exist and life becomes certain even without their being integrated into a Gemeinschaft then humans suddenly show themselves more and more to be independent single beings. It is not the percentage of the population that is over sixty or sixty-five that is decisive in this context but rather how certain adults perceive their biological lives to be, since they are the ones who organize their lives, who build communities or who are ever more often willing only to enter into means-to-an-end personal unions without lasting or close ties and mutual responsibilities. There are many signs which seem to point to a development in this direction in Brazil as well. More and more adults in Brazil are caught up in the deep-seated transition from an uncertain to a certain lifetime. A third of them die after having reached their sixty-fifth birthday. It therefore seems to me to be high time that one began to give more consideration to the other side of the story in Brazil as well. And who is more suited intensively to consider the long-term perspectives than those engaged in the public health sector in whose competence, after all, such aspects, as "life certainty", "life expectancy" and "age at death" belong?

Metaphors of opulence and power in the life of Thomas Wolsey, the King’s Cardinal

This essay approaches the display of power and rulership both through the art of writing and the art of painting by focusing on George Cavendish's biographical account of Thomas Wolsey.

Paredes moldadas no edifício Carlton Life Lusíada, São Domingos de Benfica, Lisboa

Define-se como paredes moldadas os elementos estruturais, fabricados em betão armado, construídos “in situ” por meio de escavação no terreno de trincheiras profundas e relativamente largas, sem necessidade de entivações. Estas paredes, mais propriamente designadas por cortinas, são construídas antes da retirada do terreno que vai dar lugar à futura escavação. Devido às características do terreno(terreno mole), a escavação da vala, fez-se utilizando Lamas Tixotrópicas (Bentonite), que são introduzidas à medida que a escavação vai avançando. Estas permanecem no interior da vala, durante as operações de escavação, colocação da armadura e da própria betonagem. Na betonagem, como o peso específico da bentonite é inferior ao do betão, à medida que se vai betonando, a bentonite vai sendo expulsa da trincheira, sendo reaproveitada para painéis a executar posteriormente. A Carlton Life, ao pretender construir uma Unidade de Cuidados Continuados junto ao Hospital dos Lusíadas, para complemento do mesmo, teve que atender à envolvente e às suas condicionantes. A equipa de projecto, neste caso o Gabinete de Projecto Sopsec, com sede no Porto, procedeu ao levantamento das condições existentes assim como dos respectivos condicionamentos. Dado que junto, à futura edificação, do lado Norte, situa-se a Av. Lusíada e sob a mesma, a linha Azul do Metropolitano de Lisboa, a execução da contenção seria condicionada não só pela profundidade das fundações,como pela proximidade da linha de Metro. O alçado Norte, virado para a linha de Metro, teria que ser executado através de paredes moldadas, sem ancoragens, pelo que as paredes teriam que ser escoradas, processo pouco usual, justificando-se assim o interesse deste trabalho. Este relatório refere-se a esta fase da construção do edifício, paredes moldadas e monitorização da respectiva execução.

A supervised versus home-based program effects on liver transplanted familial amyloidotic polyneuropathy patients: walking, fatigue and quality of life

Purpose: To evaluate the effects of a six months exercise training program on walking capacity, fatigue and health related quality of life (HRQL). Relevance: Familial amyloidotic polyneuropathy disease (FAP) is an autossomic neurodegenerative disease, related with systemic deposition of amyloidal fibre mainly on peripheral nervous system and mainly produced in the liver. FAP often results in severe functional limitations. Liver transplantation is used as the only therapy so far, that stop the progression of some aspects of this disease. Transplantation requires aggressive medication which impairs muscle metabolism and associated to surgery process and previous possible functional impairments, could lead to serious deconditioning. Reports of fatigue are common feature in transplanted patients. The effect of supervised or home-based exercise training programs in FAP patients after a liver transplant (FAPTX) is currently unknown.

A supervised versus home-based program effects on liver transplanted familial amyloidotic polyneuropathy patients: walking, fatigue and quality of life

Familial amyloidotic polyneuropathy is a systemic deposition of amyloidal fibre mainly on peripheral nervous system (but also in other systems like heart, gastrointestinal tract, kidneys, etc) and mainly produced in the liver. Purpose of this study: to evaluate the effects of a six months exercise training program(supervised or home-based) on walking capacity, fatigue and health related quality of life (HRQL) on Familial Amyloidotic Polyneuropathy patients submitted to a liver transplant.