889 resultados para quality of service, web services, composite web services, optimisation, genetic algorithms


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No contexto atual, marcado pela crise económica e financeira, as organizações dos serviços turísticos procuram aliar o conceito de qualidade com os seus serviços, de modo a satisfazer os clientes internos (colaboradores) e os clientes externos (turistas) e a garantir a prestação de um serviço personalizado e de excelência. O objetivo da presente dissertação consiste em proporcionar uma visão geral da qualidade dos serviços turísticos náuticos efetuados na região do Alto Douro Vinhateiro (ADV), junto dos clientes internos (colaboradores). Para o efeito, foi aplicado um inquérito a 117 colaboradores de diversas organizações dos serviços turísticos náuticos da região do ADV e realizada uma pesquisa exploratória e descritiva. Os resultados obtidos demonstram que existem aspetos a serem melhorados nas organizações (preocupação com os colaboradores; formação especifica; condições de trabalho; maior dialogo entre chefias e colaboradores; atribuição de carga horária e de folgas) para que os colaboradores se sintam satisfeitos. Por outro lado, verificou-se que as perceções sobre a qualidade nos serviços turísticos náuticos são iguais em ambos os géneros; Abstract: Quality in Nautical Touristic Services in Alto Douro Vinhateiro – The Internal Clients (Collaborators) Perspective In the actual context marked by the economic and financial crisis, the organizations of touristic services are looking to ally the concept of services with their services, in order to satisfy internal customers (collaborators) and external costumers (tourists) and to guarantee the installment of an excellent and personalized service. The aim of this thesis is to provide an overview of the quality of nautical tourism services made in the region of Alto Douro Vinhateiro, with internal clients (employees). For this purpose it applied a survey of 117 employees from various organizations of nautical tourism services of the ADV region and conducted an exploratory and descriptive research. The results show that there are areas to be improved in organizations (preoccupation with employees; specific training,; working conditions; greater dialogue between managers and employees; allocation of hours and days off) so that employees can feel satisfied- Moreover it was found that the perceptions of the quality of nautical tourism services are equal in both sexes.

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The State and Public Administration have gone through several reforms in search of a quick operation and the provision of services with quality. With the democratization of the country and the issue of the Constitution in 1988, further reform of the State and Public Administration, joined the government agenda in 1995 and included among its objectives, the principles of participation and social control. In view of this, it raises the Public Ombudsman in order to be a channel for the participation of users in the management of public affairs, social control, transparency of administrative actions, improving the quality of service and meeting the needs of the community. The aim of this study is to assess whether the Ombudsman of the State Department of Public Health to contribute to the period 2006-2008, for the improvement of specialized consulting services. The research is characterized as descriptive, qualitative approach. The collection technique used was the interview, conducted with 37 service users and two servants of the Ombudsman. The analysis was developed based on the perception of users and servers in the opinion of the Ombudsman. The most relevant results of the research showed that 41% of users search the Ombudsman because they believed that solve the problem presented. However, even with this level of public acceptance, the Ombudsman reached average index of resolvability of 53% in the period. In his role has not developed mechanisms for quality control of services, which is mentioned by 67% of users. It turned out the same fact in relation to popular participation, which is confirmed by 84% of users. For 24% of users, the problems raised were resolved, and of these, 56% believe that the Ombudsman has contributed to the positive outcome. As a result of the search results, it appears that the Ombudsman's SESPA / PA, is not fulfilling its role to ensuring the democratization of articipation in management, social control and has limited contribution to solving the problems of users and to improve the quality of services

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A preocupação com a qualidade e normalização dos serviços de saúde é cada vez maior, verificando-se que, para responder às progressivas exigências dos utentes, aparecem entidades que criam normas universais, as quais pretendem a garantia da qualidade nos serviços de saúde. Contudo, a implementação de um sistema de gestão da qualidade, através da norma ISO 9001, nestas organizações, é um desafio pela dificuldade de avaliação da qualidade dos serviços prestados- cuidados de saúde. Estando presente num hospital profissional como médicos, enfermeiros e gestores, com características culturais que influenciam a forma de encarar a qualidade e a sua monitorização para a existência de uma mudança profunda, quando se implementa uma política de qualidade, é fundamental conhecer a definição da qualidade de cada profissional, membro de uma cultura e, deste modo, a sua postura perante o fenómeno. O presente trabalho tem como objectivos identificar a percepção dos enfermeiros do Hospital Cuf Infante-Santo, relativamente ao sistema de gestão da qualidade, segundo a norma ISO, e, consequentemente, investigar pontos fortes, pontos fracos, ameaças e oportunidades da implementação dessa norma nessa organização hospitalar. Para atingir os objectivos, foi desenvolvido um modelo de análise, onde se considera o relacionamento entre as características da qualidade em saúde, cultura organizacional hospitalar e do sistema da norma ISO, para o desenvolvimento da melhoria contínua na organização. Os dados, para a elaboração desta dissertação, foram recolhidos através de inquérito por questionários aos enfermeiros do Hospital Cuf Infante-Santo, que se encontravam a laborar na organização aquando da implementação da norma ISO, sendo utilizado o método quantitativo e técnicas do estudo qualitativo na análise de dados orientados para o significado das acções. Do trabalho desenvolvido, conclui-se que a percepção relativamente às alterações na qualidade dos cuidados está limitada pelo facto de a maioria dos respondentes não conhecer o sistema de qualidade (Norma ISO 9001), sendo este um dos pontos fracos para a implementação da norma ISO na organização. Deste modo, a situação diagnosticada constitui um alerta para as organizações de saúde, ao implementarem sistemas de gestão da qualidade, potencializarem os pontos fortes identificados, como a orientação dos enfermeiros para o cuidar e para o cliente e, por outro lado, evitar repetir pontos fracos, como o identificado anteriormente, através do envolvimento e formação dos seus colaboradores nas políticas da qualidade. Os enfermeiros preocupam-se com a qualidade, mas referem que não a monitorizam regularmente. Pelo que, esta necessidade com a implementação do sistema de gestão da qualidade, deverá ser corrigida, de modo a que a organização de saúde em estudo caminhe para a excelência. ABSTRACT: The concern with the quality and standardization of health services is increasing, verifying that to respond to the progressiva demands of the users, there appear entities wishing to create universal standards to ensure the quality in health services. However, implementing a quality management service, through ISO 9001 standard, in these organizations, it is a challenge by the difficulties of evaluation in the quality of the provided services - health care. Being present in a hospital professionals such as doctors, nurses and managers, with cultural characteristics that influence the way and method of facing the quality and its monitoring for the existence of a profound change, when a quality policy is implemented, it is fundamental to know the definition of the quality of each and ever professional, member of a culture, and in this way, their posture towards the phenomenon. This present study aims to identify the perceptions of nurses at the Infante-Santo CUF Hospital, relatively to the quality management system, according to the ISO standard, and consequently, investigating strengths, weaknesses, threats and opportunities of the implementation of this standard in that hospital organization. To achieve these aims or objectives, an analysis model was developed, which considers the relationship between the characteristics of the quality of health, hospital organizational culture and the ISO standard system, for the further development of the continuous improvement in the organization. The data for the elaboration of this dissertation was collected through questionnaire surveys done to the nurses at Infante-Santo CUF Hospital, who were working in the organization during the ISO standard implementation, being used the quantity method and techniques of the quality study in the analysis of data orientated to the meaning of actions. The developed research concluded that the perception related to the alterations in the quality of the care is limited by the majority of respondents not knowing the quality system (ISO 9001 standard), being this one of the weaknesses to the implementation of the ISO standard in the organization. Therefore, the diagnosed situation constituted a warning to the health organizations, to implement quality management systems, potentially the identified strengths, such as the orientation of the nurses to the care and to the client, and on the other hand, avoiding the repetition of weaknesses, as previously identified, through the involvement and training of its employees in the quality policies. The nurses are concerned about the quality but they refer that there is no regular monitoring. Thus, this necessity of the implementation of the quality and management system should be corrected, so that the health organization being studied should proceed to excellence.

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Dissertação (mestrado)—Universidade de Brasília, Faculdade de Tecnologia, Departamento de Engenharia Elétrica, 2016.

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Part 20: Health and Care Networks

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Mestrado em Marketing

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A preocupação com a qualidade dos serviços prestados pelas organizações de saúde é uma realidade. Em resultado de várias pressões e diferentes metodologias têm sido implementadas nas instituições Sistemas de Informação a fim de melhorar a qualidade e segurança dos procedimentos aí desenvolvidos. A qualidade dos Sistemas de Informação assume um destaque pela sua componente de mais-valia, neste trabalho procuramos avalia-la e verificar a sua correta implementação. A presente dissertação reporta-se ao estudo dos Sistemas de informação no Serviço de Radiologia do HCC, tendo como objetivo principal saber se os Sistemas de Informação, potenciaram a melhoria da qualidade de desempenho dos profissionais de saúde, assim como caracterizar a qualidade dos Sistemas de Informação. Como estratégia de pesquisa optamos por um estudo de natureza descritiva, utilizando um modelo de análise quantitativo. Aplicou-se um questionário elaborado pela investigadora, tendo sido aceites as respostas de 55 questionários realizados aos utilizadores dos SI. De uma forma geral os resultados demonstram que os Sistemas de Informação foram bem aceites por parte dos profissionais deste serviço, existindo porem algumas deficiências que não permite que se atinja níveis de qualidade elevados. Relativamente à formação depreendemos que existem algumas lacunas relativas ao processo de formação dos utilizadores, que podem ser colmatadas por uma intervenção adequada. ABSTRACT: The concern about the quality of the accounted services by the health organizations is a reality. Information Systems have been installed in many establishments as a result of many pressures and different methodologies in order to improve the quality and safety of the procedures developed in such places. The quality of the Information Systems gains relevance due to its “rise” character; on this essay we aimed to evaluate and verify its adequate execution. The present essay is about the study of the Information Systems on the Radiology Service of Hospital Curry Cabral (HCC) being its main objective to know if the Information Systems improved the performance of the health professionals, as well as to point out their quality. We decided to build a study of descriptive nature using a quantitative analysis method. We applied an inquiry elaborated by the researcher and accepted the answers of 55 inquiries made to the SI users. In general, the results revealed that the Information Systems were well accepted by the professionals of this service. However, some minor problems do not allow high standard of quality to be obtained. As regards training we understand that there are a few defaults concerning the process of formation of the users which can be surpassed if using an adequate intervention.

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Este artigo centra-se no desenvolvimento teórico de um modelo integrado para a avaliação e a melhoria da qualidade dos serviços de Internet Banking (IB). Após uma revisão da literatura e uma análise crítica dos estudos já elaborados sobre o uso integrado dos modelos de Kano, SERVQUAL e Quality Function Deployment (QFD), propõe-se um modelo integrado significativamente distinto daquele que tem vindo a ser utilizado na literatura. O modelo que se apresenta visa superar as desvantagens inerentes ao modelo integrador existente, contribuindo para um melhor entendimento da “voz do cliente” e para uma melhoria da qualidade dos serviços de IB. O artigo propõe também um conjunto de proposições para investigação empírica futura. Abstract This article focuses on the theoretical development of an integrated model for the assessment and improvement of the quality of Internet Banking (IB) services. Based on a literature review and critical analysis of the studies on the integrated use of the Kano model, the SERVQUAL and the Quality Function Deployment (QFD), this paper suggests an integrated model that is significantly distinct from those in the extant literature. The suggested model aims to surpass inherent disadvantages of the models in the literature, to contribute to a better understanding of the “voice of the customer” and to improve the quality of the IB services. This paper also develops several propositions for future empirical investigation.

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En la actualidad, todos los servicios convergen en una Red de Próxima Generación [NGN]. Asimismo, las exigencias de calidad de servicio [QoS], por los requerimientos de los usuarios, son más estrictas, lo que hace necesario plantear procedimientos de QoS que garanticen una operación eficaz en el transporte de los servicios más críticos y de tiempo real ¿como la voz¿, garantizando la disminución de los problemas de latencia, jitter, pérdida de paquetes y eco. Los operadores de Telecomunicaciones deben aplicar las regulaciones emitidas por la Comisión de Regulación de Comunicaciones de Colombia [CRC] y ajustarse a las recomendaciones Y.1540 y Y.1541 de la Unión Internacional de Telecomunicaciones [UIT]. Este documento presenta un procedimiento para aplicar mecanismos de QoS en una NGN en el acceso xDSL con el fin de mantener un nivel de QoS en Voz sobre IP (VoIP) que permita su provisión, con eficiencia económica y técnica, en favor tanto del cliente, como del operador de telecomunicaciones.

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Corrosion of steel tendons is a major problem for post-tensioned concrete, especially because corrosion of the steel strands is often hard to detect inside grouted ducts. Non-metallic tendons can serve as an alternative material to steel for post-tensioning applications. Carbon fiber reinforced polymer (CFRP), given its higher strength and elastic modulus, as well as excellent durability and fatigue strength, is the most practical option for post-tensioning applications. The primary objective of this research project was to assess the feasibility of the use of innovative carbon fiber reinforced polymer (CFRP) tendons and to develop guidelines for CFRP in post-tensioned bridge applications, including segmental bridges and pier caps. An experimental investigation and a numerical simulation were conducted to compare the performance of a scaled segmental bridge model, post-tensioned with two types of carbon fiber strands and steel strands. The model was tested at different prestress levels and at different loading configurations. While the study confirms feasibility of both types of carbon fiber strands for segmental bridge applications, and their similar serviceability behavior, strands with higher elastic modulus could improve structural performance and minimize displacements beyond service loads. As the second component of the project, a side-by-side comparison of two types of carbon fiber strands against steel strands was conducted in a scaled pier cap model. Two different strand arrangements were used for post-tensioning, with eight and six strands, respectively representing an over-design and a slight under-design relative to the factored demand. The model was tested under service and factored loads. The investigation confirmed the feasibility of using carbon fiber strands in unbonded post-tensioning of pier caps. Considering both serviceability and overload conditions, the general performance of the pier cap model was deemed acceptable using either type of carbon fiber strands and quite comparable to that of steel strands. In another component of this research, creep stress tests were conducted with carbon fiber composite cable (CFCC). The anchorages for all the specimens were prepared using a commercially available expansive grout. Specimens withstood 95% of the guaranteed capacity provided by the manufacturer for a period of five months, without any sign of rupture.

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El direccionamiento estratégico está destinado para que las organizaciones cumplan con sus metas y tengan perdurabilidad en el tiempo; es una forma metodológica en la cual se establecen La formulación y el planteamiento estratégicos, se identifican las brechas entre el sueño de la empresa y su realidad, para desplegar la plata forma estratégica. Kathmandu es un restaurante conocido por su diversidad cultural gastronómica, ubicado en Usaquén al Norte de Bogotá. Su serviespacio reúne los sabores, aromas, decoración y elixires del oriente, su música incluye una fusión de sonidos que permite materializar la experiencia que quiere brindar para satisfacer las expectativas de sus comensales y brindarles una experiencia diferente. Los fines de semana presentan shows de danza de vientre, para acompañar la comida y el rato que dispongan disfrutar en este lugar. Este restaurante tiene un diferenciador en su servicio, que le ofrece una ventaja competitiva, Kathmandu brinda la posibilidad de que además del deleite de sus platos, los clientes puedan adquirir toda la decoración de este lugar, estas son artesanías originales traídas de Nepal, India, Tailandia, Indonesia y sus alrededores. Otro atrayente de este restaurante son los cocteles alusivos a las regiones del oriente, y la narguile que ofrece a sus clientes. Al pasar de los años, ciertos inconvenientes presentados en el negocio, con los clientes, el personal y las utilidades, han hecho que los gerentes se preocupen por encontrar la raíz del problema y buscar la solución óptima para perdurar en el tiempo con los mejores beneficios posibles, pues las estrategias que estaban implementando no van acorde a su misión y visión, por lo que es necesario realizar una restructuración de ciertos procesos enfocados al direccionamiento estratégico. Se realizó un análisis en una reunión junto a las directivas sobre cada área de la organización donde se evidenciaron problemas que deben ser tratados para hacer de Kathmandu una empresa más eficiente, eficaz y productiva. Y prepararla para afrontar los cambios que el tiempo le presente, en cuanto a preferencias de los clientes, competencia, entre otras, bien sean a corto, mediano o largo plazo. Algunos de los principales problemas encontrados son: el servicio al cliente, la selección adecuada de personal y capacitación de este, la falta de manejo de un conducto jerárquico y repartición de funciones entre los colaboradores, el informe adecuado sobre la inconformidad de los clientes con su solución, el manual de funciones, el manejo de inventarios y su rotación, verificación de calidad de los productos, manejo de proveedores, entre otros. Kathmandu, a pesar de tener problemas evidentes, es una empresa que por los servicios y productos que ofrece sigue generando buenas utilidades, por esto los gerentes no le habían prestado la debida atención a estos inconvenientes que están poniendo en juego la perdurabilidad de la empresa y que afecta la optimización de las utilidades y minimización de costes sin afectar la calidad brindada al cliente. El objetivo de este restaurante es que el área de recursos humanos sea restructurada en cada uno de los procesos para articularla al direccionamiento estratégico de Kathmandu; pues en esta área se generan la mayoría de los problemas presentados anteriormente. El presente proyecto pretende diseñar el direccionamiento estratégico del área recursos humanos del restaurante Kathmandu para superar la problemática identificada y garantizar la efectividad de sus procesos y adicionalmente evidenciar la creencia de éxito sostenido que se manejaba en este lugar. Este proyecto se realizara con una metodología mixta, para tener aspectos de la investigación cuantitativa y cualitativa y poder realizar una investigación más completa que lleve a una óptima solución del problema abarcado. Se utilizara el direccionamiento estratégico como herramienta para replantear el área de recursos humanos de la organización y alcanzar la efectividad en sus procesos.

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Service-learning in higher education is gaining attention as a reliable tool to support students’ learning and fulfil the mission of higher education institutions (HEIs). This dissertation addresses existing gaps in the literature by examining the effects and perspectives of service-learning in HEIs through three studies. The first study compares the effects of a voluntary semester-long service-learning course with traditional courses. A survey completed by 110 students before and after the lectures found no significant group differences in the psychosocial variables under inspection. Nevertheless, service-learning students showed higher scores concerning the quality of participation. Factors such as students’ perception of competence, duration of service-learning, and self-reported measures may have influenced the results. The second study explores the under-researched perspective of community partners in higher education and European settings. Twelve semi-structured interviews were conducted with community partners from various community organisations across Europe. The results highlight positive effects on community members and organisations, intrinsic motivations, organisational empowerment, different forms of reciprocity, the co-educational role of community partners, and the significant role of a sense of community and belonging. The third study focuses on faculty perspectives on service-learning in the European context. Twenty-two semi-structured interviews were conducted in 14 European countries. The findings confirm the transformative impact of service-learning on the community, students, teachers, and HEIs, emphasising the importance of motivation and institutionalisation processes in sustaining engaged scholarship. The study also identifies the relevance of the community experience, sense of community, and community responsibility with the service-learning experience; relatedness is proposed as the fifth pillar of service-learning. Overall, this dissertation provides new insights into the effects and perspectives of service-learning in higher education. It integrates the 4Rs model with the addition of relatedness, guiding the theoretical and practical implications of the findings. The dissertation also suggests limitations and areas for further research.

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This study sought to evaluate the association between the impact of oral disorders in terms of physical/psychosocial dimensions and quality of life among the elderly. It involved a cross-sectional study conducted among the elderly (65-74 years) in 2008/2009. The social impact was assessed using the Oral Health Impact Profile (OHIP 14) and the quality of life using the SF 12 Short-Form Health Survey. Descriptive, univariate and multivariate (logistic regression) analysis was conducted with correction for the design effect, using SPSS(r)18.0 software. Of the 800 individuals approached, 736 elderly individuals participated (TR = 92%), with a mean age of 67.77 years, the majority of whom showed no impact based on the measurement of the prevalence of OHIP. The functional limitation dimension of the OHIP was associated with the physical domain of the SF12, irrespective of the other variables investigated. However, the seriousness of OHIP and its psychological discomfort and disability dimensions was associated with the mental domain of the SF12. The conclusion reached is that some impacts of oral disorders were associated with unsatisfactory quality of life in the physical and mental domains.

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Patients with myofascial pain experience impaired mastication, which might also interfere with their sleep quality. The purpose of this study was to evaluate the jaw motion and sleep quality of patients with myofascial pain and the impact of a stabilization device therapy on both parameters. Fifty women diagnosed with myofascial pain by the Research Diagnostic Criteria were enrolled. Pain levels (visual analog scale), jaw movements (kinesiography), and sleep quality (Epworth Sleepiness Scale; Pittsburgh Sleep Quality Index) were evaluated before (control) and after stabilization device use. Range of motion (maximum opening, right and left excursions, and protrusion) and masticatory movements during Optosil mastication (opening, closing, and total cycle time; opening and closing angles; and maximum velocity) also were evaluated. Repeated-measures analysis of variance in a generalized linear mixed models procedure was used for statistical analysis (α=.05). At baseline, participants with myofascial pain showed a reduced range of jaw motion and poorer sleep quality. Treatment with a stabilization device reduced pain (P<.001) and increased both mouth opening (P<.001) and anteroposterior movement (P=.01). Also, after treatment, the maximum opening (P<.001) and closing (P=.04) velocities during mastication increased, and improvements in sleep scores for the Pittsburgh Sleep Quality Index (P<.001) and Epworth Sleepiness Scale (P=.04) were found. Myofascial pain impairs jaw motion and quality of sleep; the reduction of pain after the use of a stabilization device improves the range of motion and sleep parameters.