Impacto da certificação NP EN ISO 9001 na satisfação dos clientes

Dissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para a obtenção do grau de Mestre em Gestão da Qualidade

An Institutional Approach to Donor Control: From Dyadic Ties to a Field‐Level Analysis

Literature on the nonprofit sector focuses on charities and their interactions with clients or governmental agencies; donors are studied less often. Studies on philanthropy do examine donors but tend to focus on microlevel factors to explain their behavior. This study, in contrast, draws on institutional theory to show that macrolevel factors affect donor behavior. It also extends the institutional framework by examining the field‐level configurations in which donors and fundraisers are embedded. Employing the case of workplace charity, this new model highlights how the composition of the organizational field structures fundraisers and donors alike, shaping fundraisers’ strategies of solicitation and, therefore, the extent of donor control.

Systematic Review of Supported Housing Literature 1993 – 2008

Supported housing for individuals with severe mental illness strives to provide the services necessary to place and keep individuals in independent housing that is integrated into the community and in which the consumer has choice and control over his or her services and supports. Supported housing can be contrasted to an earlier model called the “linear residential approach” in which individuals are moved from the most restrictive settings (e.g., inpatient settings) through a series of more independent settings (e.g., group homes, supervised apartments) and then finally to independent housing. This approach has been criticized as punishing the client due to frequent moves, and as being less likely to result in independent housing. In the supported housing model (Anthony & Blanch, 1988) consumers have choice and control over their living environment, their treatment, and supports (e.g., case management, mental health and substance abuse services). Supports are flexible and faded in and out depending on needs. Results of this systematic review of supported housing suggest that there are several well-controlled studies of supported housing and several studies conducted with less rigorous designs. Overall, our synthesis suggests that supported housing can improve the living situation of individuals who are psychiatrically disabled, homeless and with substance abuse problems. Results show that supported housing can help people stay in apartments or homes up to about 80% of the time over an extended period. These results are contrary to concerns expressed by proponents of the linear residential model and housing models that espoused more restrictive environments. Results also show that housing subsidies or vouchers are helpful in getting and keeping individuals housed. Housing services appear to be cost effective and to reduce the costs of other social and clinical services. In order to be most effective, intensive case management services (rather than traditional case management) are needed and will generally lead to better housing outcomes. Having access to affordable housing and having a service system that is well-integrated is also important. Providing a person with supported housing reduces the likelihood that they will be re-hospitalized, although supported housing does not always lead to reduced psychiatric symptoms. Supported housing can improve clients’ quality of life and satisfaction with their living situation. Providing supported housing options that are of decent quality is important in order to keep people housed and satisfied with their housing. In addition, rapid entry into housing, with the provision of choices is critical. Program and clinical supports may be able to mitigate the social isolation that has sometimes been associated with supported housing.

Demand-based Document Dissemination for the World-Wide Web

We analyzed the logs of our departmental HTTP server http://cs-www.bu.edu as well as the logs of the more popular Rolling Stones HTTP server http://www.stones.com. These servers have very different purposes; the former caters primarily to local clients, whereas the latter caters exclusively to remote clients all over the world. In both cases, our analysis showed that remote HTTP accesses were confined to a very small subset of documents. Using a validated analytical model of server popularity and file access profiles, we show that by disseminating the most popular documents on servers (proxies) closer to the clients, network traffic could be reduced considerably, while server loads are balanced. We argue that this process could be generalized so as to provide for an automated demand-based duplication of documents. We believe that such server-based information dissemination protocols will be more effective at reducing both network bandwidth and document retrieval times than client-based caching protocols [2].

Using Speculation to Reduce Server Load and Service Time on the WWW

Speculative service implies that a client's request for a document is serviced by sending, in addition to the document requested, a number of other documents (or pointers thereto) that the server speculates will be requested by the client in the near future. This speculation is based on statistical information that the server maintains for each document it serves. The notion of speculative service is analogous to prefetching, which is used to improve cache performance in distributed/parallel shared memory systems, with the exception that servers (not clients) control when and what to prefetch. Using trace simulations based on the logs of our departmental HTTP server http://cs-www.bu.edu, we show that both server load and service time could be reduced considerably, if speculative service is used. This is above and beyond what is currently achievable using client-side caching [3] and server-side dissemination [2]. We identify a number of parameters that could be used to fine-tune the level of speculation performed by the server.

Dynamic Server Selection in the Internet

As distributed information services like the World Wide Web become increasingly popular on the Internet, problems of scale are clearly evident. A promising technique that addresses many of these problems is service (or document) replication. However, when a service is replicated, clients then need the additional ability to find a "good" provider of that service. In this paper we report on techniques for finding good service providers without a priori knowledge of server location or network topology. We consider the use of two principal metrics for measuring distance in the Internet: hops, and round-trip latency. We show that these two metrics yield very different results in practice. Surprisingly, we show data indicating that the number of hops between two hosts in the Internet is not strongly correlated to round-trip latency. Thus, the distance in hops between two hosts is not necessarily a good predictor of the expected latency of a document transfer. Instead of using known or measured distances in hops, we show that the extra cost at runtime incurred by dynamic latency measurement is well justified based on the resulting improved performance. In addition we show that selection based on dynamic latency measurement performs much better in practice that any static selection scheme. Finally, the difference between the distribution of hops and latencies is fundamental enough to suggest differences in algorithms for server replication. We show that conclusions drawn about service replication based on the distribution of hops need to be revised when the distribution of latencies is considered instead.

Client-based Logging: A New Paradigm of Distributed Transaction Management

The proliferation of inexpensive workstations and networks has created a new era in distributed computing. At the same time, non-traditional applications such as computer-aided design (CAD), computer-aided software engineering (CASE), geographic-information systems (GIS), and office-information systems (OIS) have placed increased demands for high-performance transaction processing on database systems. The combination of these factors gives rise to significant challenges in the design of modern database systems. In this thesis, we propose novel techniques whose aim is to improve the performance and scalability of these new database systems. These techniques exploit client resources through client-based transaction management. Client-based transaction management is realized by providing logging facilities locally even when data is shared in a global environment. This thesis presents several recovery algorithms which utilize client disks for storing recovery related information (i.e., log records). Our algorithms work with both coarse and fine-granularity locking and they do not require the merging of client logs at any time. Moreover, our algorithms support fine-granularity locking with multiple clients permitted to concurrently update different portions of the same database page. The database state is recovered correctly when there is a complex crash as well as when the updates performed by different clients on a page are not present on the disk version of the page, even though some of the updating transactions have committed. This thesis also presents the implementation of the proposed algorithms in a memory-mapped storage manager as well as a detailed performance study of these algorithms using the OO1 database benchmark. The performance results show that client-based logging is superior to traditional server-based logging. This is because client-based logging is an effective way to reduce dependencies on server CPU and disk resources and, thus, prevents the server from becoming a performance bottleneck as quickly when the number of clients accessing the database increases.

Reliability, Availability, Dependability and Performability: A User-centered View

Reliability and availability have long been considered twin system properties that could be enhanced by distribution. Paradoxically, the traditional definitions of these properties do not recognize the positive impact of recovery as distinct from simple repair and restart on reliability, nor the negative effect of recovery, and of internetworking of clients and servers, on availability. As a result of employing the standard definitions, reliability would tend to be underestimated, and availability overestimated. We offer revised definitions of these two critical metrics, which we call service reliability and service availability, that improve the match between their formal expression, and intuitive meaning. A fortuitous advantage of our approach is that the product of our two metrics yields a highly meaningful figure of merit for the overall dependability of a system. But techniques that enhance system dependability exact a performance cost, so we conclude with a cohesive definition of performability that rewards the system for performance that is delivered to its client applications, after discounting the following consequences of failure: service denial and interruption, lost work, and recovery cost.

On the Interaction Between an Operating System and Web Server

This paper examines how and why web server performance changes as the workload at the server varies. We measure the performance of a PC acting as a standalone web server, running Apache on top of Linux. We use two important tools to understand what aspects of software architecture and implementation determine performance at the server. The first is a tool that we developed, called WebMonitor, which measures activity and resource consumption, both in the operating system and in the web server. The second is the kernel profiling facility distributed as part of Linux. We vary the workload at the server along two important dimensions: the number of clients concurrently accessing the server, and the size of the documents stored on the server. Our results quantify and show how more clients and larger files stress the web server and operating system in different and surprising ways. Our results also show the importance of fixed costs (i.e., opening and closing TCP connections, and updating the server log) in determining web server performance.

Inference and Labeling of Metric-Induced Network Topologies

The development and deployment of distributed network-aware applications and services over the Internet require the ability to compile and maintain a model of the underlying network resources with respect to (one or more) characteristic properties of interest. To be manageable, such models must be compact, and must enable a representation of properties along temporal, spatial, and measurement resolution dimensions. In this paper, we propose a general framework for the construction of such metric-induced models using end-to-end measurements. We instantiate our approach using one such property, packet loss rates, and present an analytical framework for the characterization of Internet loss topologies. From the perspective of a server the loss topology is a logical tree rooted at the server with clients at its leaves, in which edges represent lossy paths between a pair of internal network nodes. We show how end-to-end unicast packet probing techniques could b e used to (1) infer a loss topology and (2) identify the loss rates of links in an existing loss topology. Correct, efficient inference of loss topology information enables new techniques for aggregate congestion control, QoS admission control, connection scheduling and mirror site selection. We report on simulation, implementation, and Internet deployment results that show the effectiveness of our approach and its robustness in terms of its accuracy and convergence over a wide range of network conditions.

DNS-based Internet Client Clustering and Characterization

This paper proposes a novel protocol which uses the Internet Domain Name System (DNS) to partition Web clients into disjoint sets, each of which is associated with a single DNS server. We define an L-DNS cluster to be a grouping of Web Clients that use the same Local DNS server to resolve Internet host names. We identify such clusters in real-time using data obtained from a Web Server in conjunction with that server's Authoritative DNS―both instrumented with an implementation of our clustering algorithm. Using these clusters, we perform measurements from four distinct Internet locations. Our results show that L-DNS clustering enables a better estimation of proximity of a Web Client to a Web Server than previously proposed techniques. Thus, in a Content Distribution Network, a DNS-based scheme that redirects a request from a web client to one of many servers based on the client's name server coordinates (e.g., hops/latency/loss-rates between the client and servers) would perform better with our algorithm.

Accelerating Internet Streaming Media Delivery Using Network-Aware Partial Caching

Internet streaming applications are adversely affected by network conditions such as high packet loss rates and long delays. This paper aims at mitigating such effects by leveraging the availability of client-side caching proxies. We present a novel caching architecture (and associated cache management algorithms) that turn edge caches into accelerators of streaming media delivery. A salient feature of our caching algorithms is that they allow partial caching of streaming media objects and joint delivery of content from caches and origin servers. The caching algorithms we propose are both network-aware and stream-aware; they take into account the popularity of streaming media objects, their bit-rate requirements, and the available bandwidth between clients and servers. Using realistic models of Internet bandwidth (derived from proxy cache logs and measured over real Internet paths), we have conducted extensive simulations to evaluate the performance of various cache management alternatives. Our experiments demonstrate that network-aware caching algorithms can significantly reduce service delay and improve overall stream quality. Also, our experiments show that partial caching is particularly effective when bandwidth variability is not very high.

PeriScope: An Active Internet Probing and Measurement API

Growing interest in inference and prediction of network characteristics is justified by its importance for a variety of network-aware applications. One widely adopted strategy to characterize network conditions relies on active, end-to-end probing of the network. Active end-to-end probing techniques differ in (1) the structural composition of the probes they use (e.g., number and size of packets, the destination of various packets, the protocols used, etc.), (2) the entity making the measurements (e.g. sender vs. receiver), and (3) the techniques used to combine measurements in order to infer specific metrics of interest. In this paper, we present Periscope: a Linux API that enables the definition of new probing structures and inference techniques from user space through a flexible interface. PeriScope requires no support from clients beyond the ability to respond to ICMP ECHO REQUESTs and is designed to minimize user/kernel crossings and to ensure various constraints (e.g., back-to-back packet transmissions, fine-grained timing measurements) We show how to use Periscope for two different probing purposes, namely the measurement of shared packet losses between pairs of endpoints and for the measurement of subpath bandwidth. Results from Internet experiments for both of these goals are also presented.

A Hierarchical Characterization of a Live Streaming Media Workload

We present what we believe to be the first thorough characterization of live streaming media content delivered over the Internet. Our characterization of over five million requests spanning a 28-day period is done at three increasingly granular levels, corresponding to clients, sessions, and transfers. Our findings support two important conclusions. First, we show that the nature of interactions between users and objects is fundamentally different for live versus stored objects. Access to stored objects is user driven, whereas access to live objects is object driven. This reversal of active/passive roles of users and objects leads to interesting dualities. For instance, our analysis underscores a Zipf-like profile for user interest in a given object, which is to be contrasted to the classic Zipf-like popularity of objects for a given user. Also, our analysis reveals that transfer lengths are highly variable and that this variability is due to the stickiness of clients to a particular live object, as opposed to structural (size) properties of objects. Second, based on observations we make, we conjecture that the particular characteristics of live media access workloads are likely to be highly dependent on the nature of the live content being accessed. In our study, this dependence is clear from the strong temporal correlations we observed in the traces, which we attribute to the synchronizing impact of live content on access characteristics. Based on our analyses, we present a model for live media workload generation that incorporates many of our findings, and which we implement in GISMO [19].

On the Intrinsic Locality Properties of Web Reference Streams

There has been considerable work done in the study of Web reference streams: sequences of requests for Web objects. In particular, many studies have looked at the locality properties of such streams, because of the impact of locality on the design and performance of caching and prefetching systems. However, a general framework for understanding why reference streams exhibit given locality properties has not yet emerged. In this work we take a first step in this direction, based on viewing the Web as a set of reference streams that are transformed by Web components (clients, servers, and intermediaries). We propose a graph-based framework for describing this collection of streams and components. We identify three basic stream transformations that occur at nodes of the graph: aggregation, disaggregation and filtering, and we show how these transformations can be used to abstract the effects of different Web components on their associated reference streams. This view allows a structured approach to the analysis of why reference streams show given properties at different points in the Web. Applying this approach to the study of locality requires good metrics for locality. These metrics must meet three criteria: 1) they must accurately capture temporal locality; 2) they must be independent of trace artifacts such as trace length; and 3) they must not involve manual procedures or model-based assumptions. We describe two metrics meeting these criteria that each capture a different kind of temporal locality in reference streams. The popularity component of temporal locality is captured by entropy, while the correlation component is captured by interreference coefficient of variation. We argue that these metrics are more natural and more useful than previously proposed metrics for temporal locality. We use this framework to analyze a diverse set of Web reference traces. We find that this framework can shed light on how and why locality properties vary across different locations in the Web topology. For example, we find that filtering and aggregation have opposing effects on the popularity component of the temporal locality, which helps to explain why multilevel caching can be effective in the Web. Furthermore, we find that all transformations tend to diminish the correlation component of temporal locality, which has implications for the utility of different cache replacement policies at different points in the Web.