Linking customer satisfaction, quality, and strategic planning

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

Sistema de apoio à decisão para a classificação de risco em projectos de tecnologias de informação

O trabalho que a seguir se apresenta tem como objectivo descrever a criação de um modelo que sirva de suporte a um sistema de apoio à decisão sobre o risco inerente à execução de projectos na área das Tecnologias de Informação (TI) recorrendo a técnicas de mineração de dados. Durante o ciclo de vida de um projecto, existem inúmeros factores que contribuem para o seu sucesso ou insucesso. A responsabilidade de monitorizar, antever e mitigar esses factores recai sobre o Gestor de Projecto. A gestão de projectos é uma tarefa difícil e dispendiosa, consome muitos recursos, depende de numerosas variáveis e, muitas vezes, até da própria experiência do Gestor de Projecto. Ao ser confrontado com as previsões de duração e de esforço para a execução de uma determinada tarefa, o Gestor de Projecto, exceptuando a sua percepção e intuição pessoal, não tem um modo objectivo de medir a plausibilidade dos valores que lhe são apresentados pelo eventual executor da tarefa. As referidas previsões são fundamentais para a organização, pois sobre elas são tomadas as decisões de planeamento global estratégico corporativo, de execução, de adiamento, de cancelamento, de adjudicação, de renegociação de âmbito, de adjudicação externa, entre outros. Esta propensão para o desvio, quando detectada numa fase inicial, pode ajudar a gerir melhor o risco associado à Gestão de Projectos. O sucesso de cada projecto terminado foi qualificado tendo em conta a ponderação de três factores: o desvio ao orçamentado, o desvio ao planeado e o desvio ao especificado. Analisando os projectos decorridos, e correlacionando alguns dos seus atributos com o seu grau de sucesso o modelo classifica, qualitativamente, um novo projecto quanto ao seu risco. Neste contexto o risco representa o grau de afastamento do projecto ao sucesso. Recorrendo a algoritmos de mineração de dados, tais como, árvores de classificação e redes neuronais, descreve-se o desenvolvimento de um modelo que suporta um sistema de apoio à decisão baseado na classificação de novos projectos. Os modelos são o resultado de um extensivo conjunto de testes de validação onde se procuram e refinam os indicadores que melhor caracterizam os atributos de um projecto e que mais influenciam o risco. Como suporte tecnológico para o desenvolvimento e teste foi utilizada a ferramenta Weka 3. Uma boa utilização do modelo proposto possibilitará a criação de planos de contingência mais detalhados e uma gestão mais próxima para projectos que apresentem uma maior propensão para o risco. Assim, o resultado final pretende constituir mais uma ferramenta à disposição do Gestor de Projecto.

Coordination between mid-term maintenance outage decisions and short-term security-constrained scheduling in smart distribution systems

Distribution systems are the first volunteers experiencing the benefits of smart grids. The smart grid concept impacts the internal legislation and standards in grid-connected and isolated distribution systems. Demand side management, the main feature of smart grids, acquires clear meaning in low voltage distribution systems. In these networks, various coordination procedures are required between domestic, commercial and industrial consumers, producers and the system operator. Obviously, the technical basis for bidirectional communication is the prerequisite of developing such a coordination procedure. The main coordination is required when the operator tries to dispatch the producers according to their own preferences without neglecting its inherent responsibility. Maintenance decisions are first determined by generating companies, and then the operator has to check and probably modify them for final approval. In this paper the generation scheduling from the viewpoint of a distribution system operator (DSO) is formulated. The traditional task of the DSO is securing network reliability and quality. The effectiveness of the proposed method is assessed by applying it to a 6-bus and 9-bus distribution system.

Optimal location of gas supply units in natural gas system network

Natural gas industry has been confronted with big challenges: great growth in demand, investments on new GSUs – gas supply units, and efficient technical system management. The right number of GSUs, their best location on networks and the optimal allocation to loads is a decision problem that can be formulated as a combinatorial programming problem, with the objective of minimizing system expenses. Our emphasis is on the formulation, interpretation and development of a solution algorithm that will analyze the trade-off between infrastructure investment expenditure and operating system costs. The location model was applied to a 12 node natural gas network, and its effectiveness was tested in five different operating scenarios.

Natural gas system operation: lagrangean optimization techniques

To comply with natural gas demand growth patterns and Europe´s import dependency, the gas industry needs to organize an efficient upstream infrastructure. The best location of Gas Supply Units – GSUs and the alternative transportation mode – by phisical or virtual pipelines, are the key of a successful industry. In this work we study the optimal location of GSUs, as well as determining the most efficient allocation from gas loads to sources, selecting the best transportation mode, observing specific technical restrictions and minimizing system total costs. For the location of GSUs on system we use the P-median problem, for assigning gas demands nodes to source facilities we use the classical transportation problem. The developed model is an optimisation-based approach, based on a Lagrangean heuristic, using Lagrangean relaxation for P-median problems – Simple Lagrangean Heuristic. The solution of this heuristic can be improved by adding a local search procedure - the Lagrangean Reallocation Heuristic. These two heuristics, Simple Lagrangean and Lagrangean Reallocation, were tested on a realistic network - the primary Iberian natural gas network, organized with 65 nodes, connected by physical and virtual pipelines. Computational results are presented for both approaches, showing the location gas sources and allocation loads arrangement, system total costs and gas transportation mode.

Intelligent power system

Artificial intelligence techniques are being widely used to face the new reality and to provide solutions that can make power systems undergo all the changes while assuring high quality power. In this way, the agents that act in the power industry are gaining access to a generation of more intelligent applications, making use of a wide set of AI techniques. Knowledge-based systems and decision-support systems have been applied in the power and energy industry. This article is intended to offer an updated overview of the application of artificial intelligence in power systems. This article paper is organized in a way so that readers can easily understand the problems and the adequacy of the proposed solutions. Because of space constraints, this approach can be neither complete nor sufficiently deep to satisfy all readers’ needs. As this is amultidisciplinary area, able to attract both software and computer engineering and power system people, this article tries to give an insight into themost important concepts involved in these applications. Complementary material can be found in the reference list, providing deeper and more specific approaches.

Recommendation and planning through mobile devices in tourism context

In this paper we present a mobile recommendation and planning system, named PSiS Mobile. It is designed to provide effective support during a tourist visit through context-aware information and recommendations about points of interest, exploiting tourist preferences and context. Designing a tool like this brings several challenges that must be addressed. We discuss how these challenges have been overcame, present the overall system architecture, since this mobile application extends the PSiS project website, and the mobile application architecture.

Determinants of vaccination after the Colombian health system reform

OBJECTIVE: To assess the effects of individual, household and healthcare system factors on poor children's use of vaccination after the reform of the Colombian health system. METHODS: A household survey was carried out in a random sample of insured poor population in Bogota, in 1999. The conceptual and analytical framework was based on the Andersen's Behavioral Model of Health Services Utilization. It considers two units of analysis for studying vaccination use and its determinants: the insured poor population, including the children and their families characteristics; and the health care system. Statistical analysis were carried out by chi-square test with 95% confidence intervals, multivariate regression models and Cronbach's alpha coefficient. RESULTS: The logistic regression analysis showed that vaccination use was related not only to population characteristics such as family size (OR=4.3), living area (OR=1.7), child's age (OR=0.7) and head-of-household's years of schooling (OR=0.5), but also strongly related to health care system features, such as having a regular health provider (OR=6.0) and information on providers' schedules and requirements for obtaining care services (OR=2.1). CONCLUSIONS: The low vaccination use and the relevant relationships to health care delivery systems characteristics show that there are barriers in the healthcare system, which should be assessed and eliminated. Non-availability of regular healthcare and deficient information to the population are factors that can limit service utilization.

Tsunamigenic earthquakes in the Gulf of Cadiz: fault model and recurrence

The Gulf of Cadiz, as part of the Azores-Gibraltar plate boundary, is recognized as a potential source of big earthquakes and tsunamis that may affect the bordering countries, as occurred on 1 November 1755. Preparing for the future, Portugal is establishing a national tsunami warning system in which the threat caused by any large-magnitude earthquake in the area is estimated from a comprehensive database of scenarios. In this paper we summarize the knowledge about the active tectonics in the Gulf of Cadiz and integrate the available seismological information in order to propose the generation model of destructive tsunamis to be applied in tsunami warnings. The fault model derived is then used to estimate the recurrence of large earthquakes using the fault slip rates obtained by Cunha et al. (2012) from thin-sheet neotectonic modelling. Finally we evaluate the consistency of seismicity rates derived from historical and instrumental catalogues with the convergence rates between Eurasia and Nubia given by plate kinematic models.

An Extension of Gompertzian Growth Dynamics Weibull and Frechet Models

In this work a new probabilistic and dynamical approach to an extension of the Gompertz law is proposed. A generalized family of probability density functions, designated by Beta* (p, q), which is proportional to the right hand side of the Tsoularis-Wallace model, is studied. In particular, for p = 2, the investigation is extended to the extreme value models of Weibull and Frechet type. These models, described by differential equations, are proportional to the hyper-Gompertz growth model. It is proved that the Beta* (2, q) densities are a power of betas mixture, and that its dynamics are determined by a non-linear coupling of probabilities. The dynamical analysis is performed using techniques of symbolic dynamics and the system complexity is measured using topological entropy. Generally, the natural history of a malignant tumour is reflected through bifurcation diagrams, in which are identified regions of regression, stability, bifurcation, chaos and terminus.

Estratégias de implementação de plataformas de e-maintenance na indústria: desenvolvimento de uma aplicação para um sistema logístico de viaturas

Mestrado em Engenharia Electrotécnica – Sistemas Eléctricos de Energia

Zigbee over tinyos: Implementation and experimental challenges

The IEEE 802.15.4/Zigbee protocols are a promising technology for Wireless Sensor Networks (WSNs). This paper shares our experience on the implementation and use of these protocols and related technologies in WSNs. We present problems and challenges we have been facing in implementing an IEEE 802.15.4/ZigBee stack for TinyOS in a two-folded perspective: IEEE 802.15.4/ZigBee protocol standards limitations (ambiguities and open issues) and technological limitations (hardware and software). Concerning the former, we address challenges for building scalable and synchronized multi-cluster ZigBee networks, providing a trade-off between timeliness and energy-efficiency. On the latter issue, we highlight implementation problems in terms of hardware, timer handling and operating system limitations. We also report on our experience from experimental test-beds, namely on physical layer aspects such as coexistence problems between IEEE 802.15.4 and 802.11 radio channels.

Nuclear medicine technologist education and training in Europe: literature and web-based findings

Purpose - The education and training of a nuclear medicine technologist (NMT) is not homogeneous among European countries, which leads to different scope of practices and, therefore, different technical skills are assigned. The goal of this research was to characterize the education and training of NMT in Europe. Materials and methods - This study was based on a literature research to characterize the education and training of NMT and support the historical evolution of this profession. It was divided into two different phases: the first phase included analysis of scientific articles and the second phase included research of curricula that allow health professionals to work as NMT in Europe. Results - The majority of the countries [N=31 (89%)] offer the NMT curriculum integrated into the high education system and only in four (11%) countries the education is provided by professional schools. The duration in each education system is not equal, varying in professional schools (2-3 years) and high education level system (2-4 years), which means that different European Credit Transfer and Accumulation System, such as 240, 230, 222, 210 or 180 European Credit Transfer and Accumulation System, are attributed to the graduates. The professional title and scope of the practice of NMT are different in different countries in Europe. In most countries of Europe, nuclear medicine training is not specific and curriculum does not demonstrate the Nuclear Medicine competencies performed in clinical practice. Conclusion - The heterogeneity in education and training for NMT is an issue prevalent among European countries. For NMT professional development, there is a huge need to formalize and unify educational and training programmes in Europe.

Fractional calculus: application in modelling and control

This contribution introduces the fractional calculus (FC) fundamental mathematical aspects and discuses some of their consequences. Based on the FC concepts, the chapter reviews the main approaches for implementing fractional operators and discusses the adoption of FC in control systems. Finally are presented some applications in the areas of modeling and control, namely fractional PID, heat diffusion systems, electromagnetism, fractional electrical impedances, evolutionary algorithms, robotics, and nonlinear system control.

A type system for access control in an object-oriented language

Trabalho apresentado no âmbito do Mestrado em Engenharia Informática, como requisito parcial para obtenção do grau de Mestre em Engenharia Informática