Participação dos Setores Organizacionais no Atendimento a clientes: Estudo de Caso de uma Instituição de Ensino Superior

Este estudo objetiva situar os Momentos da Verdade do atendimento a clientes externos, que podem ocorrer em diferentes setores da organização. Efetuou-se um estudo de caso, examinando-se uma Instituição de Ensino Superior (IES), verificando-se esses Momentos em todos os setores administrativos. Os gestores foram entrevistados e os alunos questionados, confrontando-se a opinião desses públicos. Como resultado, os setores administrativos da IES participam dos Momentos da Verdade no atendimento aos alunos, ressaltando-se a ausência de treinamento de pessoal específico para essa finalidade, além dos gestores não estar cientes do nível de satisfação que seus alunos possuem no atendimento por parte desses setores, observando-se uma opinião superdimensionada sobre a qualidade dos serviços oferecidos, diante da avaliação dos alunos da IES.

'Dis ain't gimme, Florida': Zora Neale Hurston's Their Eyes Were Watching God

Who owns Zora Neale Hurston? That was the question asked in 1990 by Michele Wallace, in an analysis of the ways in which Hurston has been appropriated by later scholars. Wallace's pungent comparison of later critics to so many 'groupies descending on Elvis Presley's estate' in their haste to turn Hurston to their own purposes strikes a cautionary note for any subsequent writer. As she notes, the risk of canonization is that the work will be misused to derail the future of blackwomen in literature and literary criticism. For Wallace, Harold's introduction to his Modern Critical Views anthology of 1986 is a case in point. This article is copyright 2003 MHRA, and is included in this repository with permission.

El rol de la biblioteca escolar: centro de recursos en el ambiente educacional actual

El principio 7 de la Declaración de los Derechos del Niño (Asamblea General de la ONU, 1959) declara en parte: "el niño tiene el derecho de recibir educación la cual será gratuita y obligatoria... Se le dará una educación que promueva su cultura general y lo capacita sobre una base de oportunidad equitativa para desarrollar sus habilidades su juicio individual y su sentido de responsabilidad moral y social, y para llegar a ser un miembro útil de la sociedad".Yo les expongo a Uds. que la biblioteca escolar centro de recursos es el instrumento general esencial para cumplir este derecho del niño.Dentro del alcance comprehensivo de materiales y la adquisición objetiva de sus materiales, la biblioteca escolar complementa y apoya todos los aspectos del programa educacional.

Disciplina matemática en la carrera de ingenieria eléctrica: objeto de estudio

En este trabajo se resume la investigación pedagógica realizada para llegar al diseño de un programa de la disciplina Matemática para ingeniería eléctrica. Se hace referencia a los pasos seguidos en la investigación pedagógica, así como los resultados obtenidos en cuanto a la determinación del objeto de estudio de la matemática en la carrera en cuestión y la obtención de los objetivos generales instructivos acordes con la derivación de los mismos a partir del modelo del profesional. También se incluyen algunos problemas con los cuales se obtienen los modelos matemáticos que dan lugar a la determinación del objeto de la matemática en ingeniería eléctrica de la Universidad Central “Marta Abreu” de las Villas. El programa confeccionado se está aplicando desde el curso 97-98 con buenos resultados.

Variação da atividade locomotora do ermitão Clibanarius Vittatus (BOSC, 1802) em relação à dessecação, na praia dos pescadores, em São Vicente (SP), Brasil

The crustaceans activity of move about could alter in function of the environmental conditions. In the present study, this activity of the hermit crab Clibanarius vittatus was studied in dry and submerged areas of the intertidal region of Pescadores Beach in Sao Vicente (SP), Brazil. In both areas 110 animals (86 of dry and 24 of submerged area) were analyzed and C. vittatus show more activity in the submerged area than in the dry one. The low activity of locomotion presented when exposed to the air, can be due by the stress caused in function of the high temperature and desiccation.

Defining the allometric relationship between size and individual fatty acid turnover in barramundi Lates calcarifer

An experiment was conducted with barramundi (Asian seabass; Lates calcarifer) to examine the allometric scaling effect of individual fatty acids. Six treatment size classes of fish were deprived of food for 21days (Treatment A, 10.5±0.13g; Treatment B, 19.2±0.11g; Treatment C, 28.3±0.05g; Treatment D, 122.4±0.10g; Treatment E, 217.6±0.36g; Treatment F, 443.7±1.48g; mean±SD) with each treatment comprising of fifteen fish, in triplicate. The assessment of somatic losses of whole-body energy and lipid were consistent with previous studies, validating the methodology to be extended to individual fatty acids. Live-weight (LW) exponent values were determined to be 0.817±0.010 for energy and 0.895±0.007 for lipid. There were significant differences among the fatty acids ranging from 0.687±0.005 for 20:5n-3 (eicosapentaenoic acid) and 0.954±0.008 for 18:1n-9 (oleic acid). The LW exponent values were applied to existing fatty acid intake and deposition data of barramundi fed with either 100% fish oil or 100% poultry oil. From this the maintenance requirement for each fatty acid was determined. The metabolic demands for maintenance and growth were then iteratively determined for fish over a range of size classes. Application of these exponent values to varying levels of fatty acid intake demonstrated that the biggest driver in the utilisation of fatty acids in this species is deposition demand and despite their reputed importance, the long-chain polyunsaturated fatty acids had nominal to no maintenance requirement.

A Cost Analysis Of Carbon Dioxide Emission Reduction Strategies For New Plants In Michigan's Electric Power Sector

This thesis attempts to find the least-cost strategy to reduce CO2 emission by replacing coal by other energy sources for electricity generation in the context of the proposed EPA’s regulation on CO2 emissions from existing coal-fired power plants. An ARIMA model is built to forecast coal consumption for electricity generation and its CO2 emissions in Michigan from 2016 to 2020. CO2 emission reduction costs are calculated under three emission reduction scenarios- reduction to 17%, 30% and 50% below the 2005 emission level. The impacts of Production Tax Credit (PTC) and the intermittency of renewable energy are also discussed. The results indicate that in most cases natural gas will be the best alternative to coal for electricity generation to realize CO2 reduction goals; if the PTC for wind power will continue after 2015, a natural gas and wind combination approach could be the best strategy based on the least-cost criterion.

The Development of Calibrants through Characterization of Volatile Organic Compounds from Peroxide Based Explosives and a Non-target Chemical Calibration Compound

Detection canines represent the fastest and most versatile means of illicit material detection. This research endeavor in its most simplistic form is the improvement of detection canines through training, training aids, and calibration. This study focuses on developing a universal calibration compound for which all detection canines, regardless of detection substance, can be tested daily to ensure that they are working with acceptable parameters. Surrogate continuation aids (SCAs) were developed for peroxide based explosives along with the validation of the SCAs already developed within the International Forensic Research Institute (IFRI) prototype surrogate explosives kit. Storage parameters of the SCAs were evaluated to give recommendations to the detection canine community on the best possible training aid storage solution that minimizes the likelihood of contamination. Two commonly used and accepted detection canine imprinting methods were also evaluated for the speed in which the canine is trained and their reliability. As a result of the completion of this study, SCAs have been developed for explosive detection canine use covering: peroxide based explosives, TNT based explosives, nitroglycerin based explosives, tagged explosives, plasticized explosives, and smokeless powders. Through the use of these surrogate continuation aids a more uniform and reliable system of training can be implemented in the field than is currently used today. By examining the storage parameters of the SCAs, an ideal storage system has been developed using three levels of containment for the reduction of possible contamination. The developed calibration compound will ease the growing concerns over the legality and reliability of detection canine use by detailing the daily working parameters of the canine, allowing for Daubert rules of evidence admissibility to be applied. Through canine field testing, it has been shown that the IFRI SCAs outperform other commercially available training aids on the market. Additionally, of the imprinting methods tested, no difference was found in the speed in which the canines are trained or their reliability to detect illicit materials. Therefore, if the recommendations discovered in this study are followed, the detection canine community will greatly benefit through the use of scientifically validated training techniques and training aids.

Cognitive impairment in heart failure

The clinical syndrome of heart failure is one of the leading causes of hospitalisation and mortality in older adults. Due to ageing of the general population and improved survival from cardiac disease the prevalence of heart failure is rising. Despite the fact that the majority of patients with heart failure are aged over 65 years old, many with multiple co-morbidities, the association between cognitive impairment and heart failure has received relatively little research interest compared to other aspects of cardiac disease. The presence of concomitant cognitive impairment has implications for the management of patients with heart failure in the community. There are many evidence based pharmacological therapies used in heart failure management which obviously rely on patient education regarding compliance. Also central to the treatment of heart failure is patient self-monitoring for signs indicative of clinical deterioration which may prompt them to seek medical assistance or initiate a therapeutic intervention e.g. taking additional diuretic. Adherence and self-management may be jeopardised by cognitive impairment. Formal diagnosis of cognitive impairment requires evidence of abnormalities on neuropsychological testing (typically a result ≥1.5 standard deviation below the age-standardised mean) in at least one cognitive domain. Cognitive impairment is associated with an increased risk of dementia and people with mild cognitive impairment develop dementia at a rate of 10-15% per year, compared with a rate of 1-2% per year in healthy controls.1 Cognitive impairment has been reported in a variety of cardiovascular disorders. It is well documented among patients with hypertension, atrial fibrillation and coronary artery disease, especially after coronary artery bypass grafting. This background is relevant to the study of patients with heart failure as many, if not most, have a history of one or more of these co-morbidities. A systematic review of the literature to date has shown a wide variation in the reported prevalence of cognitive impairment in heart failure. This range in variation probably reflects small study sample sizes, differences in the heart failure populations studied (inpatients versus outpatients), neuropsychological tests employed and threshold values used to define cognitive impairment. The main aim of this study was to identify the prevalence of cognitive impairment in a representative sample of heart failure patients and to examine whether this association was due to heart failure per se rather than the common cardiovascular co-morbidities that often accompany it such as atherosclerosis and atrial fibrillation. Of the 817 potential participants screened, 344 were included in this study. The study cohort included 196 patients with HF, 61 patients with ischaemic heart disease and no HF and 87 healthy control participants. The HF cohort consisted of 70 patients with HF and coronary artery disease in sinus rhythm, 51 patients with no coronary artery disease in sinus rhythm and 75 patients with HF and atrial fibrillation. All patients with HF had evidence of HF-REF with a LVEF <45% on transthoracic echocardiography. The majority of the cohort was male and elderly. HF patients with AF were more likely to have multiple co-morbidities. Patients recruited from cardiac rehabilitation clinics had proven coronary artery disease, no clinical HF and a LVEF >55%. The ischaemic heart disease group were relatively well matched to healthy controls who had no previous diagnosis of any chronic illness, prescribed no regular medication and also had a LVEF >55%. All participants underwent the same baseline investigations and there were no obvious differences in baseline demographics between each of the cohorts. All 344 participants attended for 2 study visits. Baseline investigations including physiological measurements, electrocardiography, echocardiography and laboratory testing were all completed at the initial screening visit. Participants were then invited to attend their second study visit within 10 days of the screening visit. 342 participants completed all neuropsychological assessments (2 participants failed to complete 1 questionnaire). A full comprehensive battery of neuropsychological assessment tools were administered in the 90 minute study visit. These included three global cognitive screening assessment tools (mini mental state examination, Montreal cognitive assessment tool and the repeatable battery for the assessment of neuropsychological status) and additional measures of executive function (an area we believe has been understudied to date). In total there were 9 cognitive tests performed. These were generally well tolerated. Data were also collected using quality of life questionnaires and health status measures. In addition to this, carers of the study participant were asked to complete a measure of caregiver strain and an informant questionnaire on cognitive decline. The prevalence of cognitive impairment varied significantly depending on the neuropsychological assessment tool used and cut-off value used to define cognitive impairment. Despite this, all assessment tools showed the same pattern of results with those patients with heart failure and atrial fibrillation having poorer cognitive performance than those with heart failure in sinus rhythm. Cognitive impairment was also more common in patients with cardiac disease (either coronary artery disease or heart failure) than age-, sex- and education-matched healthy controls, even after adjustment for common vascular risk factors.

Impacto de la resiliencia en pacientes con Artritis Reumatoide

Introducción: La artritis reumatoide (AR) es una enfermedad autoinmune-inflamatoria, que compromete las articulaciones diartrodiales. Tiene una importante repercusión sistémica que incluye la depresión; por lo tanto, tiene un severo impacto sobre la calidad de vida. Es posible que mecanismos de defensa, tales como la resiliencia, puedan amortiguar dicho impacto. Metodología: estudio de corte transversal, multicéntrico (análisis inicial dentro del grupo AR, con muestra no probabilística de 66 pacientes, posterior selección aleatoria simple de 16 pacientes de la muestra inicial y selección de 16 individuos sanos pareados). Posteriormente, se comparó la resiliencia entre sujetos con AR y sujetos sanos, mediante las escalas RS y CD-RISC25. Adicionalmente, se aplicaron las escalas EEAE, EADZ, SF-36 y PANAS. Los datos fueron evaluados mediante el coeficiente de correlación de Spearman, las pruebas U Mann-Whitney, Kruskall-Wallis, T de Student y análisis de varianza. Resultados: se encontraron diferencias significativas en las estrategias de afrontamiento no espirituales en grupos de resiliencia baja, media y alta; diferencias en las medianas de resiliencia en los grupos de depresión por EAZD en los pacientes. No se encontraron resultados significativos en las variables clínicas de la AR ni en la comparación con sujetos sanos. Conclusiones: el uso de estrategias de afrontamiento no espirituales y la ausencia de depresión, se asoció a mayores niveles de resiliencia en los pacientes con AR, por lo cual, los componentes emocionales y cognitivos se asocian a la resiliencia.

Relación entre estrés y desórdenes músculo esqueléticos en trabajadores de una empresa de transporte terrestre de pasajeros, Bogotá, 2015.

Introducción. Los conductores de transporte terrestre de pasajeros están expuestos a factores de riesgo inherentes a su labor, por lo que la intervención sobre estos factores es un aspecto relevante en las empresas de transporte público dado que dicha actividad afecta la calidad de vida de los mismos. Objetivo: Determinar la prevalencia de estrés en el lugar de trabajo y los factores de riesgo biomecánicos asociados en trabajadores de una empresa de transporte terrestre de pasajeros. Materiales y métodos: Estudio de corte transversal con datos secundarios procedentes de una población de 219 empleados, de los cuales 13 eran administrativos y 206 laboraban en la operación de una empresa de transporte terrestre de pasajeros. Las variables incluidas fueron socio demográficas, laborales, variables relacionadas con la medición de estrés y síntomas osteomusculares. El análisis estadístico incluyó medidas de tendencia central y dispersión y para identificar los factores asociados con el estrés se utilizaron pruebas de asociación Chi2 y prueba exacta de Fisher. Resultados: La edad promedio de los participantes fue de 43 años (DS 10 años), siendo en su mayoría trabajadores de sexo masculino (96,3%). Se presentaron síntomas y factores de riesgo biomecánicos en cuello y espalda en un 55.5%. Se encontró asociación significativa entre estrés con los síntomas en pies (p=0,009), con los factores de riesgo biomecánicos, se encontró relación significativa con el tiempo que permanece adoptando las posturas de inclinación hacia delante (p=0,000) y hacia atrás (p=0,001) de espalda/tronco y las posturas en muñecas, (p=0,000), y a la exposición de los conductores a superficies vibrantes (asientos de vehículo) (p=0,021). No se encontró asociación significativa entre estrés y la postura de sedente. Conclusiones: Con este estudio se encontró una prevalencia de estrés de 78% en el lugar de trabajo y de los factores de riesgo biomecánicos asociados a antigüedad, postura y repetitividad de movimientos, con repercusiones en cuello y espalda lumbar, por lo tanto, se requiere de un seguimiento a las condiciones de salud y trabajo para los empleados del sector transporte.

Literacia em Saúde Mental em Adolescentes: efeito do género, idade e tipo de perturbação na intenção de procurar ajuda

Introdução: Estimativas recentes apontam para que cerca de 20% das crianças e adolescentes sejam afetados por problemas de saúde mental com expressão antes dos 18 anos de idade. Esta suscetibilidade dos adolescentes está associada a uma forte relutância e a atrasos na procura de ajuda profissional que podem não só agravar o problema, como comprometer o seu potencial de desenvolvimento em todas as áreas (Loureiro, 2013; Jorm, 2014). A intenção de procura de ajuda em saúde mental é uma variável importante, sendo determinada por fatores individuais (e.g. crenças pessoais, normas de género internalizadas, estratégias de coping, autoeficácia, resiliência, estigma) e sociais (e.g. acessibilidade e apoio social) que influenciam as atitudes da pessoa no sentido da procura ou evitamento da ajuda (Rosa, Loureiro e Sousa, 2014). Objetivos: Avaliar o efeito da idade, género e tipo de perturbação na intenção de procurar ajuda em saúde mental. Metodologia: Estudo quantitativo de nível II, descritivo e correlacional. Utilizou-se uma amostra de 757 adolescentes (59,8% raparigas e 40,2% rapazes), com idades compreendidas entre os 10 e os 18 anos (média = 14,33, DP = 2,19). A colheita de dados foi realizada entre maio e junho de 2014, utilizando-se como instrumento a Mental Health Literacy Scale (MentaHLiS). Realizou-se análise descritiva e para a comparação entre os grupos recorreu-se ao teste qui-quadrado. Resultados: Os resultados revelam uma associação com significado estatístico entre a intenção de procurar ajuda e as variáveis 'tipo de perturbação' (p = 0,029) e 'idade' (p < 0,001). No que respeita ao tipo de perturbação, a intenção de procurar ajuda surge associada sobretudo à depressão e ao abuso de álcool. Relativamente à idade, são os mais jovens (10-14 anos) que revelam uma maior intenção em procurar ajuda. O género não apresenta um efeito estatisticamente significativo (p = 0,817). Conclusões: Os resultados permitem-nos concluir, contrariamente ao que acontece com outros estudos, que o género dos adolescentes não é uma variável associada à intenção de procurar ajuda. Por outro lado, reforçam a ideia de que existem múltiplos determinantes que contribuem para os trajetos no processo de procura de ajuda, sendo o tipo de perturbação e a idade, dois fatores que, apesar de pouco estudados, deverão ser considerados.

Las relaciones interpersonales en la transición de los estudiantes de la primaria a la secundaria

Recibido 14 de junio de 2010 • Aceptado 31 de agosto de 2010 • Corregido 12 de mayo de 2011  El tema de las relaciones interpersonales que establece el estudiante con sus pares, profesores y padres de familia, durante el periodo de transición de la primaria a la secundaria, es el punto sobre el cual se discute en este artículo, ya que se presentan los resultados más sobresalientes de la investigación titulada Factores de éxito en la transición de sexto grado a sétimo de secundaria, realizada entre los años 2006-2007, en el marco del Programa de investigación: Perfiles, dinámicas y desafíos de la educación costarricense. Esta investigación plantea, como uno de sus objetivos, recabar la opinión del alumnado de 6º, 7º y 8º años, respecto a lo que consideran como los factores claves para lograr una transición exitosa entre primaria y secundaria. Es un estudio descriptivo y exploratorio, ya que sus resultados permitirán lograr un acercamiento o aproximación al tema y servirá, además, de punto de partida para otros trabajos de investigación vinculados a esta temática. Utiliza técnicas cuantitativas y cualitativas, sin embargo, no es representativa de la situación a nivel nacional. Los hallazgos más importantes permiten concluir que, al ingresar a la secundaria, los estudiantes manifiestan tener buenas relaciones interpersonales con sus padres, sus profesores y sus compañeros, razón por la cual la aprobación y el apoyo que cada uno de ellos les brinde es fundamental para lograr consolidar su posición en el nuevo grupo académico y, por supuesto, para mejorar la percepción que ellos tienen de sí mismos.