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

Desenvolvimento de metodologia para avaliação de desempenho ambiental em edifícios adaptada à realidade do Nordeste brasileiro

This research refers to the production of green buildings, defined, mainly, based on the use of sources of alternative energies, smaller emission of pollutant, use of recyclable materials, systems of recycling of the waters, maximization of the natural illumination, preservation of green areas or native, and appropriate quality of the internal air. From the conception of those buildings, it appears the needs of evaluating them, creating the methodologies for the evaluation of environmental performance of buildings. In that way, this work can be divided in two moments: the first one when it identifies the methodologies for the evaluation of environmental performance for buildings existents in the literature, defining their categories, criteria and sub-criteria to be appropriate to the reality of the Brazilian Northeast; and the second one when starting from the analysis of the systems of existent evaluation. It defines a methodological base and it generates a new evaluation system, denominated MEDACNE (Methodology of Evaluation of Environmental Acting for Construction in the Northeast). In that moment, the process of framing of the section of the building site is verified under the maintainable optics, stimulated mainly by the pressures of the society - conferences, protocols and agreements. Finally, the proposed methodology was applied in a case study, a residential building, called Maria José Gurgel , located in Natal-RN, Brazil, for its validation. This methodological proposition should increase the patterns environmental places for the production of new buildings, and it will be a reference guide for architects, engineers and planners to develop their constructions considering the criteria of the sustainability. This study made use of bibliographical research in books and specialized magazines and the analysis of the data was realized in an interpretative way

Algoritmo SOM com estrutura hierárquica e dinâmica aplicado a compressão de imagens

ln this work the implementation of the SOM (Self Organizing Maps) algorithm or Kohonen neural network is presented in the form of hierarchical structures, applied to the compression of images. The main objective of this approach is to develop an Hierarchical SOM algorithm with static structure and another one with dynamic structure to generate codebooks (books of codes) in the process of the image Vector Quantization (VQ), reducing the time of processing and obtaining a good rate of compression of images with a minimum degradation of the quality in relation to the original image. Both self-organizing neural networks developed here, were denominated HSOM, for static case, and DHSOM, for the dynamic case. ln the first form, the hierarchical structure is previously defined and in the later this structure grows in an automatic way in agreement with heuristic rules that explore the data of the training group without use of external parameters. For the network, the heuristic mIes determine the dynamics of growth, the pruning of ramifications criteria, the flexibility and the size of children maps. The LBO (Linde-Buzo-Oray) algorithm or K-means, one ofthe more used algorithms to develop codebook for Vector Quantization, was used together with the algorithm of Kohonen in its basic form, that is, not hierarchical, as a reference to compare the performance of the algorithms here proposed. A performance analysis between the two hierarchical structures is also accomplished in this work. The efficiency of the proposed processing is verified by the reduction in the complexity computational compared to the traditional algorithms, as well as, through the quantitative analysis of the images reconstructed in function of the parameters: (PSNR) peak signal-to-noise ratio and (MSE) medium squared error

Análise da produtividade científica dos docentes da Universidade Estadual Paulista, campus de Marília/SP

O objetivo do presente trabalho foi analisar/quantificar a produtividade científica dos docentes pertencentes à Universidade de Estadual Paulista (UNESP), campus de Marília/SP. Para cada professor, analisamos o número total de artigos na plataforma Lattes, no ISI Web of Science e no SCOPUS. Além disso, verificamos o total de livros publicados, capítulos de livros publicados e orientações em Programas de Pós-Graduação (PPG). A análise dos nove departamentos da Faculdade de Filosofia e Ciências (FFC) mostrou que o Departamento de Ciências Políticas e Econômicas possui uma média elevada (21,42) de artigos na Plataforma Lattes, quando comparado aos outros departamentos. Entretanto, o Departamento de Fonoaudiologia apresentou médias mais altas em artigos indexados pelo ISI (2,61) e SCOPUS (4,39), bem como o índice-h, nessas plataformas. em relação aos programas de pós-graduação, o Departamento de Administração e Supervisão Escolar foi o que apresentou a maior média de orientações em andamento e/ou concluídas. O desempenho mais baixo, em relação aos artigos publicados pelo ISI e SCOPUS, pelos departamentos na área de Humanas/Humanidades pode estar associado às características do campo da concentração e da cobertura limitada do banco de dados ISI e SCOPUS, indicando que o índice-h é muito sensível ao campo de concentração.

Números complexos: uma proposta de mudança metodológica para uma aprendizagem significativa no ensino médio

This work presents a proposal of a methodological change to the teaching and learning of the complex numbers in the Secondary education. It is based on the inquiries and difficulties of students detected in the classrooms about the teaching of complex numbers and a questioning of the context of the mathematics teaching - that is the reason of the inquiry of this dissertation. In the searching for an efficient learning and placing the work as a research, it is presented a historical reflection of the evolution of the concept of complex numbers pointing out their more relevant focuses, such as: symbolic, numeric, geometrical and algebraic ones. Then, it shows the description of the ways of the research based on the methodology of the didactic engineering. This one is developed from the utilization of its four stages, where in the preliminary analysis stage, two data surveys are presented: the first one is concerning with the way of presenting the contents of the complex numbers in math textbooks, and the second one is concerning to the interview carried out with High school teachers who work with complex numbers in the practice of their professions. At first, in the analysis stage, it is presented the prepared and organized material to be used in the following stage. In the experimentation one, it is presented the carrying out process that was made with the second year High school students in the Centro Federal de Educação tecnológica do Rio Grande do Norte CEFET-RN. At the end, it presents, in the subsequent and validation stages, the revelation of the obtained results from the observations made in classrooms in the carrying out of the didactic sequence, the students talking and the data collection

Uma análise dos questionamentos dos alunos nas aulas de números complexos

This work presents a contribution for the studies reffering to the use of the History of Mathematics focusing on the improvement of the Teaching and Learning Process. It considers that the History of Matematics, as a way of giving meaning to the discipline and improve the quality of the Teaching and Learning Process. This research focuses on the questions of the students, classified in three categories of whys: the chronological, the logical and the pedagogical ones. Therefore, it is investigated the teaching of the Complex Numbers, from the questions of the students of the Centro Federal de Educação Tecnológica do Rio Grande do Norte (Educational Institution of Professional and Technology Education from Rio Grande do Norte). The work has the following goals: To classify and to analyse the questions of the students about the Complex Numbers in the classes of second grade of the High School, and to collate with the pointed categories used by Jones; To disccus what are the possible guidings that teachers of Mathematics can give to these questions; To present the resources needed to give support to the teacher in all things involving the History of Mathematics. Finally, to present a bibliographic research, trying to reveal supporting material to the teacher, with contents that articulate the Teaching of Mathematics with the History of Mathematics. It was found that the questionings of the pupils reffers more to the pedagogical whys, and the didatic books little contemplate other aspects of the history and little say about the sprouting and the evolution of methods of calculations used by us as well

Reflexões e contribuições para o ensino de gravitação clássica no nível médio

The subject of Classic Gravitation is part of the actual curriculum for High School in Brazil, and it is taught in the first year of that education level. This master thesis presents a research regarding the subject Classic Gravitation in High School. This research was based in two complementary guidelines of research and action. The first guideline was the analysis of 21 didactic books of physics which are the more frequently used in High School, in the city of Natal/RN. The second guideline, worked after being verified the most common deficiencies presents in the didactic books, was the elaboration, followed by a practical application, of a course suggesting how to approach that subject in the classroom. The Parâmetros Curriculares Nacionais para o Ensino Médio (National Curricular Parameters for High School PCNEM) defend that Classic Gravitation is very important in the student s formation and that its study helps the comprehension of many nature s phenomena. Because of this vision of that subject by the PCNEM, the 21 analyzed books were separated in two groups: the first one, containing 10 books, was edited before the spreading of PCNEM, and the second, with 11 books, after that spreading. Whatever the group to which the didactic books belonged, the great majority of them let that subject in a second plan; two of them even suggesting, in the teacher s orientations, that the subject Gravitation can be suppressed in case of insufficient time . These analyses points that the PCNEM had produced no changes in the conception of the authors that wrote books regarding that subject. To analyze the didactic books, we elaborated a script which was used as an analysis tool, in which we put in evidence the relative importance of the historic and philosophic contextualization of the subject, the quotidian experience of the students and the interdisciplinary approach, among other aspects. It became evident that the didactic books give very little emphasis to historic aspects of the knowledge construction, to the relations with the day-by-day questions and to the interdisciplinary character of the subject Gravitation. It calls attention the non concordance among the authors opinions regarding the necessary previous knowledge or prerequisites the students should fulfill in order to begin to study Gravitation. The course we elaborated was given to a group of teachers as well as to students. In those courses we treated theoretical and practical aspects and emphasized historical questions and the ones which are related to people s daily life. The course for teachers was realized as an extra-mural activity of the UFRN and was given by the author of this thesis at the Escola Estadual Francisco Ivo Cavalcanti (a state public school in Natal/RN). There were 23 teachers present, from several public schools and several fields of knowledge. The thesis supervisor and the master degree s colleagues of the author acted as collaborators , reporting the participants opinions and speeches. The course to the students, on the other hand, had the participation of 300 regular students who belonged to 6 different 1st year classes of the High School Escola Marista de Natal (RN), in which the author acts as a physics teacher. The student s course was realized as part of the regular curriculum activities, in which three classes stood under the responsibility of the author and other three classes in charge of another Marista s teacher, who participated as a collaborator . The teacher s course as well as the students one were given in two stages, with five hours each. The first stage was divided in two moments, the first one focused on the survey of the spontaneous conceptions about gravitation, in which we worked basically with experiments of free throwing and pendulum, and the second one focused in theoretical presentations and quarrels about universe s models. In the second stage of the course we improved the study of Kepler s laws and the Newton s Universal Gravitation law, and we used as motivating tools some practices involving the construction of the solar system in scale. As instruments for evaluating both courses we used questionnaires and reported the speeches with participants opinions, beyond usual written evaluations in the course for the students. The teachers who participated in the course showed very good wills in realizing interdisciplinary practices; nevertheless, according their own speeches, they frequently came across the difficulty of how to do . From the experience we had in both courses, we conclude that the approach we propose hear to the teaching of the subject Classic Gravitation , supported on the tripod theory, practice and historical and philosophical aspects, is viable and effective. One hopes that this research may contribute in the formation of a opinion, among the teachers, concerning how to approach the subject of Classic Gravitation, and may offer suggestions in order those who want to apply that approach may develop classroom practices aiming to improve the teaching of that subject, which has a singular importance in the formation of High School students

Atribuição de significado ao conceito de proporcionalidade: contribuições da história da matemática

This study is the result of a work which approaches the Mathematics History how source of the meaning s attribution in the proportionality concept. We adopt the methodology of the source qualitative and we work with a group of teachers from instruction s public system of the fundamental and medium level from Pocinhos City Paraíba. For the data collection, we use the field notes, the questionnaire, a sequence of activities and the interview semistructured like instruments. The study had how objective to know the significates attributeds to proportionality concept through of the activity mediate from Mathematics History, besides to investigate if a approach of the nature enables modification according to this sense. The results obtaineds though the data analysis indicate that the activities bring contributions which refer to achieve objectives. On the other hand they also showed that we have a long trajectory to be trailed in the meaning of to turn the Mathematics History a subsidy effective in the teachers practice, in view of the formation absence in the knowledge area, besides the necessity of the approach adequated of the Mathematics History in the didatics books of Mathematic

O livro didático de história hoje: um panorama a partir do PNLD

O artigo objetiva delinear uma breve radiografia do livro didático contemporâneo em função de algumas temáticas centrais que têm ocupado o cenário de investigações relativas ao saber histórico escolar, porém sob o escopo daquilo que se apresentou no interior dos processos de inscrição, triagem e avaliação das obras inscritas para o Programa Nacional do Livro Didático para o ano de 2005. Consideraram-se, para efeito de categorização global, os resultados dessa última avaliação de livros de História, divulgada no início de 2004, na qual as autoras desempenharam papéis vinculados diretamente à execução do processo avaliativo.

Uma investigação histórica sobre os logaritmos com sugestões didáticas para a sala de aula

This study was conducted from a preliminary research to identify the conceptual and didactic approach to the logarithms given in the main textbooks adopted by the Mathematics teachers in state schools in the School of Natal, in Rio Grande do Norte. I carried out an historical investigation of the logarithms in order to reorient the math teacher to improve its educational approach this subject in the classroom. Based on the research approach I adopted a model of the log based on three concepts: the arithmetic, the geometric and algebraic-functional. The main objective of this work is to redirect the teacher for a broad and significant understanding of the content in order to overcome their difficulties in the classroom and thus realize an education that can reach the students learning. The investigative study indicated the possibility of addressing the logarithms in the classroom so transversalizante and interdisciplinary. In this regard, I point to some practical applications of this matter are fundamental in the study of natural phenomena as earthquakes, population growth, among others. These practical applications are connected, approximately, Basic Problematization Units (BPUs) to be used in the classroom. In closing, I offer some activities that helped teachers to understand and clarify the meaningful study of this topic in their teaching practice

As influências da psicanálise na educação brasileira no início do século XX

O presente artigo tem por objetivo discutir, a partir de um vértice histórico, a relação entre educação e psicanálise no Brasil. Partindo de um estudo qualitativo, fundamentado na análise bibliográfica relativa à produção psicanalítica dedicada à educação produzida no país nas primeiras décadas do século XX, são discutidas as contribuições da psicanálise na transformação das práticas educacionais. Os resultados indicam que a psicanálise esteve presente na educação de duas formas: inicialmente, pela divulgação de informações teóricas relativas aos conceitos psicanalíticos e às características do desenvolvimento emocional da criança, por intermédio de livros e cursos destinados a educadores, e, posteriormente, através da criação de uma prática de assistência ao escolar com problemas de aprendizagem ou comportamento, desenvolvida em clínicas de orientação infantil, que consistia na avaliação da criança e na orientação de pais e professores. Conclui-se que a psicanálise, enquanto fundamento teórico e prático, forneceu elementos que contribuíram para a sustentação dos pressupostos filosóficos da Escola Nova, que surgiu, a partir da década de 1920, como alternativa ao ensino tradicional.

Matemática Védica no ensino das quatro operações

This paper describes a study on the possibilities of teaching Vedic Mathematics for teaching the four operations. For this various literature sources were consulted considering three main aspects. The first of a historical-cultural, in order to gather information about the Mathematics originated from Vedic civilization, which highlight (Plofker, 2009), (Joseph, 1996), (Bishop, 1999), (Katz, 1998), (Almeida , 2009). This sought to emphasize relationships of the development of this culture with the math involved in the book Vedic Mathematics written by Tirthaji and published in 1965. In this respect the work brings notes on the history of mathematics on the development of mathematics in ancient India. The second aspect was related to teaching mathematics through research activities in the classroom, in this sense, I sought a bibliography to assist in the construction of a proposed activity to teach the four operations, based on the sutras of Vedic Mathematics, but within an investigative approach, assisting in the development of mental calculation strongly stimulated by the Vedic Mathematics Sutras. The authors were adopted (Mendes, 2006, 2009a, 2009b), Bridge (2003). The third aspect considered to search for books on teaching Vedic Mathematics, written by other authors, based on the book by Tirthaji. This revealed Vedic Mathematics textbooks adopted in schools and free courses in the UK, USA and India, all based on the book Vedic Mathematics of Tirthaji. From the bibliographical studies were prepared didactic guidelines and suggested activities for the teacher, to assist in teaching the four operations. The educational product, consisting of Chapters 4 and 5, is the body of the dissertation and consists of didactic guidelines and suggestions for activities that aim to contribute to the teachers who teach initial years of elementary school

Física do meio ambiente: desafios de uma disciplina focada na formação de habilidades gerais

A disciplina Física do Meio Ambiente (FMA) foi criada em 1976 no Departamento de Física Teórica e Experimental da UFRN e, atualmente, faz parte da estrutura curricular do curso de Licenciatura em Física da UFRN e é de caráter obrigatório. Tal caráter se justifica, dentre outros motivos, pelo fato de que esta disciplina representa uma boa oportunidade dos licenciandos estudarem de que forma a Física pode contribuir para a compreensão de fenômenos relativos ao nosso Meio Ambiente, sejam eles relacionados às atividades humanas ou aos fenômenos naturais propriamente ditos e que, de uma forma ou de outra, afeta a sociedade. O nosso trabalho de pesquisa teve como objetivo principal elaborar um novo programa de ensino para a disciplina de Física do Meio Ambiente adequado às necessidades da educação científica para o século XXI. A pesquisa foi conduzida inicialmente com um levantamento histórico da disciplina desde sua origem no Departamento de Física ate os dias atuais, analise dos Projetos Pedagógicos do curso de Licenciatura em Física da UFRN, revisão bibliográfica sobre as definições de competências e habilidades em um contexto de ensino e segundo o pensamento de vanguarda nesse campo de pesquisa, acompanhamento do curso durante um semestre através de aulas observacionais, aplicação de questionário para a coleta de dados e análise de alguns livros didáticos de Física do Ensino Médio. A partir do perfil ou modelo profissional para o licenciado em Física da UFRN definimos os objetivos gerais para a disciplina de FMA em termos de habilidades gerais relacionadas com as atividades que um futuro professor de Física irá desempenhar no seu dia a dia. O nosso programa de ensino foi pensado no sentido de introduzir conteúdos de didática específica ao longo da disciplina, isto é, familiarizar os professores em formação com investigação e inovação didáticas voltadas para o ensino de temas que envolvam a conexão entre Física e Meio Ambiente. Como resultado de nossa pesquisa foi proposto um novo Programa de Ensino para FMA que pode ser útil aos futuros professores desta disciplina e foi elaborado segundo uma metodologia de organização científica do processo ensino

Geometria e arirmética numa visão multicultural: uma experiência pedagógica

This paper aims to build a notebook of activities that can help the teacher of elementary school mathematics. Topics covered are arithmetic and geometry and the activities proposed here were developed aiming print them a multicultural character. We take as a base line developed by Claudia Zaslavsky multiculturalism and reflected in his books "Games and activities worldwide" and "More games and activities worldwide." We structure our work around four themes: the symbol of the Olympic Games, the pyramids of Egypt, the Russian abacus abacus and Chinese. The first two themes allow you to explore basic concepts of geometry while the latter two themes allow us to explore numerical notation and arithmetic operations

Obras complementares: um elo entre a leitura e os conteúdos matemáticos

The Federal Government through its Plans and Programs invests in various policies intended to achieve the main goal of the millennium, provide basic education for all. Among them, we highlight in this paper The National Textbook Program, with emphasis on Complementary Works. These works are presented through different genres, such as poems, poetry, short stories, parables, novels, literature, educational materials etc.. providing a range of possible teaching work. However, little is known about the levels of education of teachers as intended. Based on the discussions and studies in this direction, sparked concerns us in the process of teaching and learning in math classes. This made us pay attention to a possibility of study where reading could be included in this process. In this sense, the present study aims at investigating the potential of conceptual and didactic use of Complementary Works on developing the skills of reading and writing mathematics of the first three years of elementary school, and from there, propose a courseware with guidelines for use of these works by teachers of 1st to 3rd year of elementary school. For this, we outline the issues of reading and understanding of mathematical interests as those of our study. In this sense, the proposal was built from the bibliographic works that address the contributions of reading for learning mathematical content, like Machado (2001), Nacarato (2009); Dantas (2011), Smole and Diniz ( 2001). As a result, we created the Guidance for the use of Complementary Works for Teachers to Teach Mathematics with a view to support the practice of teachers and future teachers who teach mathematics. Supported the use of Complementary Works, especially those distributed in public schools by the National Textbook - PNLD and have mathematical content, this guide is intended to present some of the possible use of this feature in math classes. (Education Observatory - Capes / INEP. Ed. 038-2010. TELL Research Group - UFRN - PPGED / PPGEL / PPGECNM - PROPESQ)