Avaliação de economias de escala e escopo no desempenho de equipes de serviços aplicando Análise de Envoltória de Dados DEA: um estudo em Empresa de Telecomunicações no Brasil

This Master s Thesis proposes the application of Data Envelopment Analysis DEA to evaluate economies of scale and economies of scope in the performance of service teams involved with installation of data communication circuits, based on the study of a major telecommunication company in Brazil. Data was collected from the company s Operational Performance Division. Initial analysis of a data set, including nineteen installation teams, was performed considering input oriented methods. Subsequently, the need for restrictions on weights is analyzed using the Assurance Region method, checking for the existence of zero-valued weights. The resulting returns to scale are then verified. Further analyses using the Assurance Region Constant (AR-I-C) and Variable (AR-I-V) models verify the existence of variable, rather than constant, returns to scale. Therefore, all of the final comparisons use scores obtained through the AR-I-V model. In sequence, we verify if the system has economies of scope by analyzing the behavior of the scores in terms of individual or multiple outputs. Finally, conventional results, used by the company in study to evaluate team performance, are compared to those generated using the DEA methodology. The results presented here show that DEA is a useful methodology for assessing team performance and that it may contribute to improvements on the quality of the goal setting procedure.

Gestão ambiental na saúde pública: um estudo sobre a percepção ambiental de gerenciamento de resíduos sólidos de serviços de saúde, dos servidores do Hospital Universitário Onofre Lopes do Rio Grande do Norte

This research has aimed at studying the perception of University Hospital Onofre Lopes (HUOL) s workers on the environmental management plan of RSSS. They have been interviewed 250 workers: doctors, nurses, nursing assistants, and cleaners. It was used an exploratory and descriptive research of the type Survey, which aims at obtaining of data or information on characteristics, actions or opinions of any group of people. The questions of the questionnaire were of the kind objective", formulated in a model "scale", analyzed in according to the positioning of the interviewee. The wastes of health service have high potential for environmental impact in the activities from HUOL. Actions or environmental protective policy can improve the image of HUOL. They have been detected divergences on the rigor in application of law of ANVISA. The HUOL s workers unaware of the law of ANVISA and they have little or no knowledge about the practices of environmental control, public health and, they do not know the Environmental Management System ISO 14001. They have divergent views on the degree of importance of ISO 14001. There is not a Waste Management Plan for Health Service and / or is not disclosed for most of HUOL workers. It has not carried out audits or defined the goals and objectives. Besides, it has not been identified legal requirements, and there has not been communication about the service is performed or has been made a critical analysis and no control of documents the environmental management plan. The HUOL have not had a committee of environmental management. The direction of HUOL has not been organized courses, training and recycling of waste on environmental control of the health service. On a scale from 01 to 05, the level of aware level concerning to the waste management from health services of the workers, so is at the threshold between 01 and 02. For the reversal of this situation, the first and urgent step is the creation and institutionalization the environmental management committee of the University Hospital Onofre Lopes

Fatores que afetam a satisfação de pacientes em serviços de saúde :um estudo em setor ambulatorial de hospital

This thesis shows concepts and models related to customer satisfaction measurement, focusing in detail on patients satisfaction evaluations in a policlinic sector of a hospital located in Natal RN. To reach this aim, two hundred and fifty one patients of this hospital were interviewed. The methodology approach includes a theoretical basis through a review and study of previous research on the topic, governmental initiatives and management systems which deal with excellence and need more reports concerning customers perceptions about satisfaction. Furthermore, it was included some models of nationals index about customer satisfaction. The Norwegian model was used in this thesis. The use of this approache, together with a multiple regression analysis, led to results that shows the factors which affect patients satisfaction in a policlinic sector. They are four as following: The evaluation of physician attendance; its results; simplicity of accessibility when health services are needed; and both support and tranquility given by the hospital. The study results can support researches of a conceptual model to determinate the aspects which affect the patient s satisfaction and could be a contribution to a development of a national costumer satisfaction index

GATE - Uma abordagem baseada em middleware para aplicações interperceptivas envolvendo múltiplos dispositivos

In this work, we present the GATE, an approach based on middleware for interperceptive applications. Through the services offered by the GATE, we extension we extend the concept of Interperception for integration with several devices, including set-top box, mobile devices (cell phones), among others. Through this extension ensures the implementation of virtual environments in these devices. Thus, users who access the version of the computer environment may interact with those who access the same environment by other devices. This extension is just a part of the services provided by the GATE, that remerges as a new proposal for multi-user virtual environments creation.

Group Sequential Communication (GSC): Especificação e Análise de Desempenho de umMecanismo de Comunicação de Tempo Real Compatível ao Padrão IEEE 802.11/11e Aplicado à Automação Industrial

This thesis proposes the specification and performance analysis of a real-time communication mechanism for IEEE 802.11/11e standard. This approach is called Group Sequential Communication (GSC). The GSC has a better performance for dealing with small data packets when compared to the HCCA mechanism by adopting a decentralized medium access control using a publish/subscribe communication scheme. The main objective of the thesis is the HCCA overhead reduction of the Polling, ACK and QoS Null frames exchanged between the Hybrid Coordinator and the polled stations. The GSC eliminates the polling scheme used by HCCA scheduling algorithm by using a Virtual Token Passing procedure among members of the real-time group to whom a high-priority and sequential access to communication medium is granted. In order to improve the reliability of the mechanism proposed into a noisy channel, it is presented an error recovery scheme called second chance algorithm. This scheme is based on block acknowledgment strategy where there is a possibility of retransmitting when missing real-time messages. Thus, the GSC mechanism maintains the real-time traffic across many IEEE 802.11/11e devices, optimized bandwidth usage and minimal delay variation for data packets in the wireless network. For validation purpose of the communication scheme, the GSC and HCCA mechanisms have been implemented in network simulation software developed in C/C++ and their performance results were compared. The experiments show the efficiency of the GSC mechanism, especially in industrial communication scenarios.

Desenvolvimento de um ressoador retangular de fenda com múltiplas camadas de substrato e com utilização de material PBG para sistema de comunicação sem fio

In the globalized world modern telecommunications have assumed key role within the company, causing a large increase in demand for the wireless technology of communication, which has been happening in recent years have greatly increased the number of applications using this technology. Due to this demand, new materials are developed to enable new control mechanisms and propagation of electromagnetic waves. The research to develop new technologies for wireless communication presents a multidisciplinary study that covers from the new geometries for passive antennas, active up to the development of materials for devices that improve the performance at the frequency range of operation. Recently, planar antennas have attracted interest due to their characteristics and advantages when compared with other types of antennas. In the area of mobile communications the need for antennas of this type has become increasingly used, due to intensive development, which needs to operate in multifrequency antennas and broadband. The microstrip antennas have narrow bandwidth due to the dielectric losses generated by irradiation. Another limitation is the degradation of the radiation pattern due to the generation of surface waves in the substrate. Some techniques have been developed to minimize this limitation of bandwidth, such as the study of type materials PBG - Photonic Band Gap, to form the dielectric material. This work has as main objective the development project of a slot resonator with multiple layers and use the type PBG substrate, which carried out the optimization from the numerical analysis and then designed the device initially proposed for the band electromagnetic spectrum between 3-9 GHz, which basically includes the band S to X. Was used as the dielectric material RT/Duroid 5870 and RT/Duroid 6010.LM where both are laminated ceramic-filled PTFE dielectric constants 2.33 and 10.2, respectively. Through an experimental investigation was conducted an analysis of the simulated versus measured by observing the behavior of the radiation characteristics from the height variation of the dielectric multilayer substrates. We also used the LTT method resonators structures rectangular slot with multiple layers of material photonic PBG in order to obtain the resonance frequency and the entire theory involving the electromagnetic parameters of the structure under consideration. xviii The analysis developed in this work was performed using the method LTT - Transverse Transmission Line, in the field of Fourier transform that uses a component propagating in the y direction (transverse to the real direction of propagation z), thus treating the general equations of the fields electric and magnetic and function. The PBG theory is applied to obtain the relative permittivity of the polarizations for the sep photonic composite substrates material. The results are obtained with the commercial software Ansoft HFSS, used for accurate analysis of the electromagnetic behavior of the planar device under study through the Finite Element Method (FEM). Numerical computational results are presented in graphical form in two and three dimensions, playing in the parameters of return loss, frequency of radiation and radiation diagram, radiation efficiency and surface current for the device under study, and have as substrates, photonic materials and had been simulated in an appropriate computational tool. With respect to the planar device design study are presented in the simulated and measured results that show good agreement with measurements made. These results are mainly in the identification of resonance modes and determining the characteristics of the designed device, such as resonant frequency, return loss and radiation pattern

Modelagem de equações estruturais na análise de dados de serviços em comunicações móveis

In recent decades, changes have been occurring in the telecommunications industry, allied to competition driven by the policies of privatization and concessions, have fomented the world market irrefutably causing the emergence of a new reality. The reflections in Brazil have become evident due to the appearance of significant growth rates, getting in 2012 to provide a net operating income of 128 billion dollars, placing the country among the five major powers in the world in mobile communications. In this context, an issue of increasing importance to the financial health of companies is their ability to retain their customers, as well as turn them into loyal customers. The appearance of infidelity from customer operators has been generating monthly rates shutdowns about two to four percent per month accounting for business management one of its biggest challenges, since capturing a new customer has meant an expenditure greater than five times to retention. For this purpose, models have been developed by means of structural equation modeling to identify the relationships between the various determinants of customer loyalty in the context of services. The original contribution of this thesis is to develop a model for loyalty from the identification of relationships between determinants of satisfaction (latent variables) and the inclusion of attributes that determine the perceptions of service quality for the mobile communications industry, such as quality, satisfaction, value, trust, expectation and loyalty. It is a qualitative research which will be conducted with customers of operators through simple random sampling technique, using structured questionnaires. As a result, the proposed model and statistical evaluations should enable operators to conclude that customer loyalty is directly influenced by technical and operational quality of the services offered, as well as provide a satisfaction index for the mobile communication segment

Proposta de integração das redes de comunicação da COSERN como uma solução de contigêncvia em caso de falhas nos enlaces do backbone de automação

T'his dissertation proposes alternative models to allow the interconnectioin of the data communication networks of COSERN Companhia Energética do Rio Grande do Norte. These networks comprise the oorporative data network, based on TCP/IP architecture, and the automation system linking remote electric energy distribution substations to the main Operatin Centre, based on digital radio links and using the IEC 60870-5-101 protoco1s. The envisaged interconnection aims to provide automation data originated from substations with a contingent route to the Operation Center, in moments of failure or maintenance of the digital radio links. Among the presented models, the one chosen for development consists of a computational prototype based on a standard personal computer, working under LINUX operational system and running na application, developesd in C language, wich functions as a Gateway between the protocols of the TCP/IP stack and the IEC 60870-5-101 suite. So, it is described this model analysis, implementation and tests of functionality and performance. During the test phase it was basically verified the delay introduced by the TCP/IP network when transporting automation data, in order to guarantee that it was cionsistent with the time periods present on the automation network. Besides , additional modules are suggested to the prototype, in order to handle other issues such as security and prioriz\ation of the automation system data, whenever they are travesing the TCP/IP network. Finally, a study hás been done aiming to integrate, in more complete way, the two considered networks. It uses IP platform as a solution of convergence to the communication subsystem of na unified network, as the most recente market tendencies for supervisory and other automation systems indicate

Desenvolvimento de um software de comunicação sem fio aplicado à instrumentação de unidade de elevação de petróleo tipo Plunger Lift

This dissertation aims to develop a software applied to a communication system for a wireless sensor network (WSN) for tracking analog and digital variables and control valve of the gas flow in artificial oil s elevation units, Plunger Lift type. The reason for this implementation is due to the fact that, in the studied plant configuration, the sensors communicate with the PLC (Programmable and Logic Controller) by the cables and pipelines, making any changes in that system, such as changing the layout of it, as well as inconveniences that arise from the nature of the site, such as the vicinity s animals presence that tend to destroy the cables for interconnection of sensors to the PLC. For software development, was used communication polling method via SMAC protocol (Simple Medium Access ControlIEEE 802.15.4 standard) in the CodeWarrior environment to which generated a firmware, loaded into the WSN s transceivers, present in the kit MC13193-EVK, (all items described above are owners of Freescale Semiconductors Inc.). The network monitoring and parameterization used in its application, was developed in LabVIEW software from National Instruments. The results were obtained through the observation of the network s behavior of sensors proposal, focusing on aspects such as: indoor and outdoor quantity of packages received and lost, general aspects of reliability in data transmission, coexistence with other types of wireless networks and power consumption under different operating conditions. The results were considered satisfactory, which showed the software efficiency in this communication system

Modulação quantizada para sistemas com codificação wavelet sujeitos ao desvanecimento rayleigh

Wavelet coding is an efficient technique to overcome the multipath fading effects, which are characterized by fluctuations in the intensity of the transmitted signals over wireless channels. Since the wavelet symbols are non-equiprobable, modulation schemes play a significant role in the overall performance of wavelet systems. Thus the development of an efficient design method is crucial to obtain modulation schemes suitable for wavelet systems, principally when these systems employ wavelet encoding matrixes of great dimensions. In this work, it is proposed a design methodology to obtain sub-optimum modulation schemes for wavelet systems over Rayleigh fading channels. In this context, novels signal constellations and quantization schemes are obtained via genetic algorithm and mathematical tools. Numerical results obtained from simulations show that the wavelet-coded systems derived here have very good performance characteristics over fading channels

Otimização de modelos de predição da perda de propagação aplicáveis em 3,5GHZ utilizando algoritmos genéticos

The telecommunications industry has experienced recent changes, due to increasing quest for access to digital services for data, video and multimedia, especially using the mobile phone networks. Recently in Brazil, mobile operators are upgrading their networks to third generations systems (3G) providing to users broadband services such as video conferencing, Internet, digital TV and more. These new networks that provides mobility and high data rates has allowed the development of new market concepts. Currently the market is focused on the expansion of WiMAX technology, which is gaining increasingly the market for mobile voice and data. In Brazil, the commercial interest for this technology appears to the first award of licenses in the 3.5 GHz band. In February 2003 ANATEL held the 003/2002/SPV-ANATEL bidding, where it offered blocks of frequencies in the range of 3.5 GHz. The enterprises who purchased blocks of frequency were: Embratel, Brazil Telecom (Vant), Grupo Sinos, Neovia and WKVE, each one with operations spread in some regions of Brazil. For this and other wireless communications systems are implemented effectively, many efforts have been invested in attempts to developing simulation methods for coverage prediction that is close to reality as much as possible so that they may become believers and indispensable tools to design wireless communications systems. In this work wasm developed a genetic algorithm (GA's) that is able to optimize the models for predicting propagation loss at applicable frequency range of 3.5 GHz, thus enabling an estimate of the signal closer to reality to avoid significant errors in planning and implementation a system of wireless communication

Utilizando a televisão digital como um meio de comunicação para ambientes interativos reais

This Dissertation aims to provide a communication mechanism between Digital TV viewers and interaction devices, such as robots, for example, placed on the environment from which a TV program is being live broadcasted. Such communication mechanism has the objective to allow viewers controll the Interaction Devices through their TV devices, using the broadcast channel present in Interactive Digital TV systems, and receive data from the devices by the broadcast channel. This system was projected as a middlewaer system where the Interaction Devices in the TV program set are interconnected, creating a Interactive Device Network. With this approach, the system is capable of manage the devices on the network, controlling the flow of coming and leaving elements, in a transparent way for the viewers. The system yet allows the Interaction Devices communicate each other, with a integrated communication channel with no worries about the physical communication layer

Modelo arquitetural de comunicação para monitoramento de pacientes baseado em middleware, computação móvel e ubíqua

Hospital Automation is an area that is constantly growing. The emergency of new technologies and hardware is transforming the processes more efficient. Nevertheless, some of the hospital processes are still being performed manually, such as monitoring of patients that is considered critical because it involves human lives. One of the factors that should be taken into account during a monitoring is the agility to detect any abnormality in vital signs of patients, as well as warning of this anomaly to the medical team involved. So, this master's thesis aims to develop an architecture to automate this process of monitoring and reporting of possible alert to a professional, so that emergency care can be done effectively. The computing mobile was used to improve the communication by distributing messages between a central located into the hospital and the mobile carried by the duty

Um sistema para simular o comportamento de bancos trifásicos de reguladores de tensão usados em sistemas de distribuição de energia elétrica

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Um estudo do aumento da capacidade de sistemas 3g WCDMA usando técnicas 3.5G de expansão do enlace reverso

The introduction of new digital services in the cellular networks, in transmission rates each time more raised, has stimulated recent research that comes studying ways to increase the data communication capacity and to reduce the delays in forward and reverse links of third generation WCDMA systems. These studies have resulted in new standards, known as 3.5G, published by 3GPP group, for the evolution of the third generation of the cellular systems. In this Masters Thesis the performance of a 3G WCDMA system, with diverse base stations and thousand of users is developed with assists of the planning tool NPSW. Moreover the performance of the 3.5G techniques hybrid automatic retransmission and multi-user detection with interference cancellation, candidates for enhance the WCDMA uplink capacity, is verified by means of computational simulations in Matlab of the increase of the data communication capacity and the reduction of the delays in the retransmission of packages of information