Achieving better service level results, through improvements in procedures

This project aims to prepare Worten Empresas (WE) fulfilling the increasing market demand through process changings, focusing on the Portuguese market, particularly on internal B2B clients1. Several methods were used to measure the current service level provided - process mapping, resources assessment, benchmark and a survey. The results were then used to compare against service level actually desired by WE’s customer, and then to identify the performance gaps in response times and quality of the follow-up during the sales process. To bridge the identified gaps, both a set of recommendations and an implementation plan were suggested to improve and monitor customer experience. This study concluded that it is possible to fulfill the increasing level of demand and at the same time improve customer satisfaction by implementing changes at the operations level.

Reclamações dos utentes : estudo dos resultados e medidas correctivas no contexto dos Agrupamentos de Centros de Saúde de Lisboa e Vale do Tejo

RESUMO - A qualidade dos cuidados de saúde, evolui ao longo dos tempos e é agora considerada um direito e um pilar fundamental nos serviços de saúde. As reclamações dos utentes podem revelar informação acerca das experiências entre os utentes e as organizações de saúde. Desta forma as reclamações podem ser consideradas como indicadores de qualidade que permitem identificar áreas e/ou oportunidades de melhoria, e de grande representatividade no processo da melhoria contínua da qualidade na saúde. Sendo fundamental dar voz aos utentes do SNS e possibilitar a sua participação activa no processo de melhoria da prestação dos cuidados de saúde, com este trabalho pretendeu-se estudar a forma como as reclamações dos utentes nos ACES na Região de Saúde de Lisboa e Vale do Tejo, contribuem para a melhoria da qualidade nos referidos serviços de saúde. Foram reconhecidas e analisadas as principais causas de reclamação, as correspondentes medidas correctivas e as necessidades e/ou dificuldades no seu processo de implementação, bem como a respectiva avaliação dos resultados obtidos e identificação das recomendações dos Coordenadores dos Gabinetes do Utente no âmbito dos ACES da Região de Saúde de LVT. Efectuou-se a análise de revisão bibliográfica e a consulta dos dados, desagregados, das causas mais mencionadas nas reclamações no âmbito do estudo e foram realizados contactos informais com a estrutura regional e nacional do Sistema SIM-Cidadão. Foram aplicados 15 questionários aos Coordenadores Locais dos Gabinetes do Cidadão dos ACES da ARSLVT, apresentando a investigação um carácter exploratório e qualitativo. Os questionários, foram enviados e recebidos anonimamente através da plataforma para estudos estatísticos Survey Monkey. A sua análise e interpretação, foi efectuada de forma a organizar os seus dados de uma forma sistematizada e permitir categorizar a informação para permitir a sua análise. Os resultados evidenciaram que as reclamações dos utentes apresentadas nos Gabinetes do Cidadão, de certa forma, foram um contributo para o processo da melhoria da qualidade nos ACES da Região de Saúde de Lisboa e Vale do Tejo através do adopção de medidas e acções correctivas, ultrapassando algumas limitações devida à criação de estratégias locais. No entanto foi evidente que algumas limitações não foram passiveis de ser ultrapassadas, pois envolvem decisões do âmbito externo aos ACES. Os resultados alcançados e as recomendações dos Coordenadores, podem evidenciar algumas mudanças organizacionais, mas transparecem a ideia de que existe ainda um longo caminho a percorrer.

Arshile Gorky: An Armenian in New York

Born in Armenia, the oldest Christian country in the world but nevertheless one of the youngest reinstated republics (1991) after the collapse of the Soviet Union, Arshile Gorky flew to the United States in 1920, where he chose to reinvent himself in the struggle to become an artist. This reinvention meant the creation of a persona with, or behind, which Gorky kept alive the artistic flame inside himself. Gorky became one of the most learned voices lecturing on contemporary European modernist artists and movements of the late nineteenth and early twentieth centuries in the United States (New York) without ever visiting Europe. Moreover, he was able to survive the traumatic events he underwent during the Armenian Genocide (1915-1919) to adapt to his new country and identity, to live through the years of the Depression and, eventually, to become the protagonistof a major artistic breakthrough. This paper proposes an insight into the experience of life and frame of work of this Armenian-American artist, whose simultaneously rich, traumatic, dislocated and reenacted life and work established one of the most fertile links between his middle‑eastern origins, his dreamed of Europe and the particular transit of his American artistic creation.

Validation of an analytical method for nitrous oxide (N2O) laughing gas by headspace gas chromatography coupled to mass spectrometry (HS-GC-MS): Forensic application to a lethal intoxication.

Drug abuse is a widespread problem affecting both teenagers and adults. Nitrous oxide is becoming increasingly popular as an inhalation drug, causing harmful neurological and hematological effects. Some gas chromatography-mass spectrometry (GC-MS) methods for nitrous oxide measurement have been previously described. The main drawbacks of these methods include a lack of sensitivity for forensic applications; including an inability to quantitatively determine the concentration of gas present. The following study provides a validated method using HS-GC-MS which incorporates hydrogen sulfide as a suitable internal standard allowing the quantification of nitrous oxide. Upon analysis, sample and internal standard have similar retention times and are eluted quickly from the molecular sieve 5Å PLOT capillary column and the Porabond Q column therefore providing rapid data collection whilst preserving well defined peaks. After validation, the method has been applied to a real case of N2O intoxication indicating concentrations in a mono-intoxication.

New perspectives in the use of ink evidence in forensic science: Part I. Development of a quality assurance process for forensic ink analysis by HPTLC

The level of information provided by ink evidence to the criminal and civil justice system is limited. The limitations arise from the weakness of the interpretative framework currently used, as proposed in the ASTM 1422-05 and 1789-04 on ink analysis. It is proposed to use the likelihood ratio from the Bayes theorem to interpret ink evidence. Unfortunately, when considering the analytical practices, as defined in the ASTM standards on ink analysis, it appears that current ink analytical practices do not allow for the level of reproducibility and accuracy required by a probabilistic framework. Such framework relies on the evaluation of the statistics of the ink characteristics using an ink reference database and the objective measurement of similarities between ink samples. A complete research programme was designed to (a) develop a standard methodology for analysing ink samples in a more reproducible way, (b) comparing automatically and objectively ink samples and (c) evaluate the proposed methodology in a forensic context. This report focuses on the first of the three stages. A calibration process, based on a standard dye ladder, is proposed to improve the reproducibility of ink analysis by HPTLC, when these inks are analysed at different times and/or by different examiners. The impact of this process on the variability between the repetitive analyses of ink samples in various conditions is studied. The results show significant improvements in the reproducibility of ink analysis compared to traditional calibration methods.

Strategic supply lead time management. Case Nokia Networks, Hardware Services

Teollisuuden palveluiden on huomattu olevan potentiaalinen lisätulojen lähde. Teollisuuden palveluiden dynaamisessa maailmassa räätälöinti ja kyky toimia nopeasti ovat kriittisiä asiakastyytyväisyyden ja kilpailuedun luomisprosessin osia. Toimitusketjussa käytetyn ajan lyhentämisellä voidaan saavuttaa sekä paremmat vasteajat, että alhaisemmat kokonaiskustannukset. Tutkielman tavoitteena on kuvata teollisuuden palveluiden dynaamista ympäristöä: asiakastarvetta, sekä mahdollisuuksia kaventaa pyydetyn ja saavutetun toimitusajan välistä eroa. Tämä toteutetaan pääosin strategisen toimitusajan hallinnan keinoin. Langattomien tietoliikenneverkkojen operaattorit haluavat vähentää ydinosaamiseensa kuulumatomiin toimintoihin, kuten ylläpitoon sitoutuneita pääomia. Tutkielman case osiossa varaosapalvelujen toimitusketjun kysyntä-, materiaali- ja informaatiovirtoja analysoidaan niin kvalitatiivisten haastatteluiden, sisäisten dokumenttien, kuin kvantitatiivisten tilastollisten menetelmienkin avulla. Löydöksiä peilataan vallitsevaa toimitusketjun ja ajanhallinnan paradigmaa vasten. Tulokset osoittavat, että vahvan palvelukulttuurin omaksuminen ja kokonaisvaltainen toimitusketjun tehokkuuden mittaaminen ovat ajanhallinnan lähtökohtia teollisuuden palveluissa.

Multicontrast connectometry: A new tool to assess cerebellum alterations in early relapsing-remitting multiple sclerosis.

BACKGROUND: Cerebellar pathology occurs in late multiple sclerosis (MS) but little is known about cerebellar changes during early disease stages. In this study, we propose a new multicontrast "connectometry" approach to assess the structural and functional integrity of cerebellar networks and connectivity in early MS. METHODS: We used diffusion spectrum and resting-state functional MRI (rs-fMRI) to establish the structural and functional cerebellar connectomes in 28 early relapsing-remitting MS patients and 16 healthy controls (HC). We performed multicontrast "connectometry" by quantifying multiple MRI parameters along the structural tracts (generalized fractional anisotropy-GFA, T1/T2 relaxation times and magnetization transfer ratio) and functional connectivity measures. Subsequently, we assessed multivariate differences in local connections and network properties between MS and HC subjects; finally, we correlated detected alterations with lesion load, disease duration, and clinical scores. RESULTS: In MS patients, a subset of structural connections showed quantitative MRI changes suggesting loss of axonal microstructure and integrity (increased T1 and decreased GFA, P < 0.05). These alterations highly correlated with motor, memory and attention in patients, but were independent of cerebellar lesion load and disease duration. Neither network organization nor rs-fMRI abnormalities were observed at this early stage. CONCLUSION: Multicontrast cerebellar connectometry revealed subtle cerebellar alterations in MS patients, which were independent of conventional disease markers and highly correlated with patient function. Future work should assess the prognostic value of the observed damage. Hum Brain Mapp 36:1609-1619, 2015. © 2014 Wiley Periodicals, Inc.

Isolation of DNA sequences with homology to a degenerate FaRP oligonucleotide from the crayfish Procambarus clarkii

The neuropeptide Th1RFamide with the sequence Phe-Met-Arg-Phe-amide was originally isolated in the clam Macrocallista nimbosa (price and Greenberg, 1977). Since its discovery, a large family ofFl\1RFamide-related peptides termed FaRPs have been found to be present in all major animal phyla with functions ranging from modulation of neuronal activity to alteration of muscular contractions. However, little is known about the genetics encoding these peptides, especially in invertebrates. As FaRP-encoding genes have yet to be investigated in the invertebrate Malacostracean subphylum, the isolation and characterization ofFaRP-encoding DNA and mRNA was pursued in this project. The immediate aims of this thesis were: (1) to amplify mRNA sequences of Procambarus clarkii using a degenerate oligonucleotide primer deduced from the common amino acid sequence ofisolated Procambarus FaRPS, (2) to determine if these amplification products encode FaRP gene sequences, and (3) to create a selective cDNA library of sequences recognized by the degenerate oligonucleotide primer. The polymerase chain reaction - rapid amplification of cDNA ends (PCR-RACE) is a procedure in which a single gene-specific primer is used in conjunction with a generalized 3' or 5' primer to amplify copies ofthe region between a single point in the transcript and the 3' or 5' end of cDNA of interest (Frohman et aI., 1988). PCRRACE reactions were optimized with respect to primers used, buffer composition, cycle number, nature ofgenetic substrate to be amplified, annealing, extension and denaturation temperatures and times, and use of reamplification procedures. Amplification products were cloned into plasmid vectors and recombinant products were isolated, as were the recombinant plaques formed in the selective cDNA library. Labeled amplification products were hybridized to recombinant bacteriophage to determine ligated amplification product presence. When sequenced, the five isolated PCR-RACE amplification products were determined not to possess FaRP-encoding sequences. The 200bp, 450bp, and 1500bp sequences showed homology to the Caenorhabditis elegans cosmid K09A11, which encodes for cytochrome P450; transfer-RNA; transposase; and tRNA-Tyr, while the 500bp and 750bp sequences showed homology with the complete genome of the Vaccinia virus. Under the employed amplification conditions the degenerate oligonucleotide primer was observed to bind to and to amplify sequences with either 9 or 10bp of 17bp identity. The selective cDNA library was obselVed to be of extremely low titre. When library titre was increased, white. plaques were isolated. Amplification analysis of eight isolated Agt11 sequences from these plaques indicated an absence of an insertion sequence. The degenerate 17 base oligonucleotide primer synthesized from the common amino acid sequence ofisolated Procambarus FaRPs was thus determined to be non-specific in its binding under the conditions required for its use, and to be insufficient for the isolation and identification ofFaRP-encoding sequences. A more specific primer oflonger sequence, lower degeneracy, and higher melting temperature (TJ is recommended for further investigation into the FaRP-encoding genes of Procambarlls clarkii.

"I might be a duck, but I'm human" : an analysis of clothing in Disney cartoons

Mickey Mouse, one of the world's most recognizable cartoon characters, did not wear a shirt in his earliest incarnation in theatrical shorts and, for many years, Donald Duck did not wear pants and still rarely does so. Especially when one considers the era in which these figures were first created by the Walt Disney Studio, in the 1920s and 1930s, why are they portrayed without full clothing? The obvious answer, of course, is that they are animals, and animals do not wear clothes. But these are no ordinary animals: in most cases, they do wear clothing - some clothing, at least - and they walk on two legs, talk in a more or less intelligible fashion, and display a number of other anthropomorphic traits. If they are essentially animals, why do they wear clothing at all? On the other hand, if these characters are more human than animal, as suggested by other behavioral traits - they walk, talk, work, read, and so on - why are they not more often fully clothed? To answer these questions I undertook three major research strategies used to gather evidence: interpretive textual analysis of 321 cartoons; secondary analysis of interviews conducted with the animators who created the Disney characters; and historical and archival research on the Disney Company and on the times and context in which it functioned. I was able to identify five themes that played a large part in what kind of clothing a character wore; first, the character's gender and/or sexuality; second, what species or "race" the character was; third, the character's socio-economic status; fourth, the degree to which the character was anthropomorphized; and, fifth, the context in which the character and its clothing appeared in a particular scene or narrative. I concluded that all of these factors played a part in determining, to some extent, the clothing worn by particular characters at particular times. However, certain patterns emerged from the analysis that could not be explained by these factors alone or in combination. Therefore, my analysis also investigates the individual and collective attitudes and desires of the men in the Disney studio who were responsible for creating these characters and the cultural conditions under which they were created. Drawing on literature from the psychoanalytic approach to film studies, I argue that the clothing choices spoke to an idealized fantasy world to which the animators (most importantly, Walt Disney himself), and possibly wider society, wanted to return.

Tony Biernacki Collection, 1967, 1979-1980, n.d.

Tony Biernacki's rowing career began in 1950 in Ottawa with his first Henley medal in 1952 in the coxless four. Sculling became his real means to success. Since 1955 he has posted record times and had numerous wins in the single. He represented Canada at the National Team between 1958 and 1967 and raced in the single at the British Empire Games and Pan Am Games (Chicago, silver medal) and pair at the Worlds in Yugoslavia in 1966. He won the Olympic trials in 1960 in Rome, but was unable to go. Upon his retirement from competition Tony was hired as the Team Manager for the following Pan Am Games. Tony was hired by Brock University in 1965 as a technician in the Chemistry Department. He became the head rowing coach that same year and began women’s rowing at the university level in Ontario with the first women’s crew in 1967. As Brock's second coach ever, he led the teams to championship form and kept the athletes racing through the summer regatta season. Tony remained at Brock from 1965 to 1980. He was one of the founders of The Canadian Masters Rowing Committee and he helped to initiate master's racing at the Canadian Henley. In 1985 he won the single, double and quad at the World Masters Regatta in Toronto. For a number of years he was also the world record holder for his age category on the C2 ergometer. His last heartfelt project was the construction of a wheelchair ramp at Resurrection Lutheran Church where he was an active member. Mr. Biernacki passed away on January 9, 1998 at the age of 66 after a valiant battle with cancer only a month after being awarded the Canadian Coaching Provincial Coaching Award. He is survived by his wife Janet, daughters Tracy, Tammy Pauls, and Tory Phannenhour, and son, Tony Jr. He is also survived by several grandchildren.

Making Queer Anti-capitalist Resistance Intelligible: Reading Queer Childhood in the Ruins of Neoliberalism

In challenging normative social relations, queer cultural studies has shied away from deploying historical materialist theoretical tools. My research addresses this gap by drawing these two literatures into conversation. I do so by investigating how global economic relations provide an allegorical and material context for the regulation, representation and re-imagining of working-class queer childhood through anti- capitalist queer readings of three films: Kes, Billy Elliot, and Boys Village. I deploy this reading practice to investigate how these films represent heteronormative capitalism’s systematic extermination of the life possibilities of working class children, how children resist forces of normalisation by creating queer times and spaces, and how nostalgia engenders a spatio-temporal understanding of queerness through a radical utopianism. My analysis foregrounds visual cultural productions as sites for understanding how contemporary social worlds exclude queer working class children, who struggle to insert themselves into and thereby shift the grounds of normative social relations.

Letter - E.C. Schmon to Arthur A. Schmon, 31 May 1918

The letter reads: " Darling Artie, I have just been reading the war news and Oh! how terribly discouraging it is. This mornings paper says the allies have yieldes on a forty-mile front, that Soissons had been taken by the Germans and Rheims is in grave peril and may fall at any moment. And think - only the third day of the new drive, too. I know that everything will end all right, but it surely has an awful affect on you, to read these reports. Of course no one knows, but it is the opinion of people in military circles here, that the war will last two years more at least; and in all probability five or six. Cheerful prospects. Yes? So you see, Artie dear, that you must come home on a leave, the very first opportunity you have. Understand? I am going down to Red Cross now, to do a little work. Tonight Mrs. Mizger, Doris and the two Braun girls are coming down. They want to see the rest of the pretty things that are in our sacred chest, and I just love to them, too. There are days when I have them out three or four times and I picture each thing in our little nest - after the war is over - - (Joy!!) Au revoir, honey-bunch boy. All the love, hugs and kisses that you desire. Always your, Wifie. P.S. And still no mail. Boo! Hoo! L."

The time-course of lexical activation in Japanese morphographic word recognition: Evidence for a character-driven processing model

This lexical decision study with eye tracking of Japanese two-kanji-character words investigated the order in which a whole two-character word and its morphographic constituents are activated in the course of lexical access, the relative contributions of the left and the right characters in lexical decision, the depth to which semantic radicals are processed, and how nonlinguistic factors affect lexical processes. Mixed-effects regression analyses of response times and subgaze durations (i.e., first-pass fixation time spent on each of the two characters) revealed joint contributions of morphographic units at all levels of the linguistic structure with the magnitude and the direction of the lexical effects modulated by readers’ locus of attention in a left-to-right preferred processing path. During the early time frame, character effects were larger in magnitude and more robust than radical and whole-word effects, regardless of the font size and the type of nonwords. Extending previous radical-based and character-based models, we propose a task/decision-sensitive character-driven processing model with a level-skipping assumption: Connections from the feature level bypass the lower radical level and link up directly to the higher character level.

Les contrats de performance et les universités québécoises : une orchestration étatique de la subordination du champ universitaire aux règles du jeu économique

Mémoire présenté à la Faculté des études supérieures en vue de l’obtention du grade de maître ès sciences (M.Sc.) en sociologie

La Quatrième Croisade : analyse du traité de Venise

Ce mémoire porte sur le traité de Venise de 1201, passé entre les barons de la Quatrième Croisade et la république de Venise, pour l’affrètement d’une flotte incluant transport et vivres. L’étude du Traité est d’autant plus importante que, les croisés manquant à leurs obligations, cet accord eut un impact déterminant sur la suite de la Croisade, se plaçant ainsi au cœur de sa déviation vers Constantinople. Le mémoire analyse d’abord la nature et l’ampleur des engagements pris par Venise, en essayant de quantifier et de mesurer en termes économiques le nombre de bateaux et de croisés transportés, ainsi que le poids et le coût des provisions pour hommes et chevaux. Cette analyse, basée sur la comparaison avec des contrats analogues, prouve que la somme de 85 000 marcs d’argent convenue avec les barons n’était en rien exagérée. Parallèlement, le mémoire évalue ce que pouvait signifier, dans le contexte économique de l’époque, une telle somme, et tente d’identifier les raisons pour lesquelles les croisés furent dans l’impossibilité d’honorer leur part du contrat. Cette analyse montre que, contrairement à une certaine historiographie traditionnelle, il serait faux d’imputer aux Vénitiens la responsabilité du détournement de la Croisade ou de les taxer d’intransigeance, de cupidité, voire de duplicité. L’effort fourni par la République indique qu’elle mit tout en œuvre pour que l’entreprise fût une réussite. L’interruption du commerce, la construction de nombreux navires, la réquisition de milliers de marins pour manœuvrer la flotte et la logistique pour approvisionner des dizaines de milliers d’hommes témoignent toutes de l’ampleur de l’implication vénitienne. C’est le défaut de paiement des croisés, qui força le doge Henri Dandolo à se commettre plus avant encore, joignant irrémédiablement la fortune de la ville marchande à celle de l’expédition.