Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

Fatores inibidores do uso de técnicas ambientais nos postos de combustíveis: um estudo de caso em Natal/RN

The objective of this work was to investigate the factors that inhibit the use of Environmental Techniques in the Gas Station of the city of Natal/RN. For this, a survey with the aid of a questionnaire was used like research instrument. It s used a sample for convenience, not probabilistic. For collection of the data, it was used directly application of the questionnaire to the Managers or Assistant managers of the gas station, in accordance with its availability or presence. The data was collected in all the regions of Natal (North, South, East and West). The population in accordance with the data of the ANP of September 2005 is of 111 ranks and the collected sample was of 86. To carry through the analysis of the data of this research had been used softwares Excel and Statistic version 5.0, for Windows. The analysis of data is divided in two parts; descriptive analysis and analysis of groupings (clusters). The results showed that bigger part of the interviewed ones has between 30 and 39 years of age; they have second grade completed; they had declared to have little between and reasonable knowledge how much to the use of Clean Technology (CT) in gas station; and a small part of the interviewed ones had informed to have much knowledge how much the resolutions of the CONAMA established for the Gas Station. Of the searched ranks, the majority is national(76.7%); the most accurate practice environmental used in the gas station are: it collects selective of oil used or contaminated and ecological tanks - coated with strengthened fibre glass; great part of the interviewed ones (33.8%) informed that never the TL makes planning of referring future action; about of the half of the interviewed ones (84.9%) they had more declared that its employees have of none to a reasonable level of training for deal with problems that compromise the environment; the majority of the ranks (72.1%) functions has for more then six years. It is observed that almost all the interviewed ones (96.5%) evaluate as being important or very important the implantation of CT in Gas Station and the great majority (82.1%) evaluates the difficulty in if implanting these technologies in Gas Station as being easy or very easy. In the analysis of cluster, it was verified existence of two groupings (as much in the variable of the barriers and benefits), being that inside of each clusters exists homogeneity and between clusters exists heterogeneity. In reality, everything is important or very important in the opinion of the interviewed ones. There only exists a small significant difference that separates them in clusters

Estratégias de avaliação de desempenho dos propagandistas de medicamentos utilizados pela indústria farmacêutica no nordeste do Brasil

A Indústria Farmacêutica é uma das mais competitivas indústrias do mundo contemporâneo, e um dos seus principais desafios está na comercialização de seus medicamentos, que na sua maioria depende da prescrição médica. O objetivo deste estudo é identificar as estratégias de avaliação de desempenho utilizadas pela Indústria Farmacêutica de origem multinacional que atua no nordeste Brasileiro e o papel dos seus gerentes, para avaliar os propagandistas vendedores de medicamentos. Para tanto, buscouse reunir elementos para uma abordagem satisfatória que contemple a complexidade da temática pesquisada: Avaliação de Desempenho, Estratégias da Indústria Farmacêutica, Propaganda Médica e Competências dos Propagandistas de Medicamentos. A temática justifica-se em razão da importância estratégica dos propagandistas de medicamentos para a indústria farmacêutica, que é uma das indústrias que mais investe em pesquisa na atualidade, e contribui para melhorar a qualidade de vida e a saúde humana. A metodologia é caracterizada como um survey, de natureza quali-quantitativa. O objeto de estudo é composto pelas empresas farmacêuticas multinacionais de origem Americanas, Europeias e Asiáticas, associadas à INTERFARMA que atuam no Nordeste do Brasil. A coleta de dados foi realizada através de um questionário fechado (instrumento de pesquisa), composto por 5 perguntas fechadas que abordam a temática central dessa dissertação, 27 afirmativas para medir a concordância(escala likert) e 1 tabela contendo 46 competências, aplicado junto a gerentes da indústria farmacêutica. A análise dos dados foi feita por meio das técnicas de estatística descritiva e uma análise quantitativa para estabelecer o Ranking Médio (RM) para a parte do questionário que utilizou escala tipo Likert de 5 pontos para mensurar o grau de concordância dos respondestes. Através dos resultados desta pesquisa foi possível identificar as estratégias de avaliação de desempenho, utilizadas pelas empresas farmacêuticas, que atuam no Nordeste do Brasil, na gestão dos propagandistas vendedores de medicamentos, e identificar as competências essenciais dos propagandistas de medicamentos, na percepção dos gestores. Os resultados demonstraram que a Indústria Farmacêutica desenvolve e utiliza várias estratégias para medir e avaliar o desempenho dos propagandistas de medicamentos no Brasil, assim como em outros países, e que na percepção dos gerentes da Indústria Farmacêutica existem competências consideradas essenciais ao bom desempenho profissional dos propagandistas de medicamentos da indústria farmacêutica, contribuindo de para avanço do conhecimento deste tema

Probabilidades imprecisas: intervalar, fuzzy e fuzzy intuicionista

The idea of considering imprecision in probabilities is old, beginning with the Booles George work, who in 1854 wanted to reconcile the classical logic, which allows the modeling of complete ignorance, with probabilities. In 1921, John Maynard Keynes in his book made explicit use of intervals to represent the imprecision in probabilities. But only from the work ofWalley in 1991 that were established principles that should be respected by a probability theory that deals with inaccuracies. With the emergence of the theory of fuzzy sets by Lotfi Zadeh in 1965, there is another way of dealing with uncertainty and imprecision of concepts. Quickly, they began to propose several ways to consider the ideas of Zadeh in probabilities, to deal with inaccuracies, either in the events associated with the probabilities or in the values of probabilities. In particular, James Buckley, from 2003 begins to develop a probability theory in which the fuzzy values of the probabilities are fuzzy numbers. This fuzzy probability, follows analogous principles to Walley imprecise probabilities. On the other hand, the uses of real numbers between 0 and 1 as truth degrees, as originally proposed by Zadeh, has the drawback to use very precise values for dealing with uncertainties (as one can distinguish a fairly element satisfies a property with a 0.423 level of something that meets with grade 0.424?). This motivated the development of several extensions of fuzzy set theory which includes some kind of inaccuracy. This work consider the Krassimir Atanassov extension proposed in 1983, which add an extra degree of uncertainty to model the moment of hesitation to assign the membership degree, and therefore a value indicate the degree to which the object belongs to the set while the other, the degree to which it not belongs to the set. In the Zadeh fuzzy set theory, this non membership degree is, by default, the complement of the membership degree. Thus, in this approach the non-membership degree is somehow independent of the membership degree, and this difference between the non-membership degree and the complement of the membership degree reveals the hesitation at the moment to assign a membership degree. This new extension today is called of Atanassov s intuitionistic fuzzy sets theory. It is worth noting that the term intuitionistic here has no relation to the term intuitionistic as known in the context of intuitionistic logic. In this work, will be developed two proposals for interval probability: the restricted interval probability and the unrestricted interval probability, are also introduced two notions of fuzzy probability: the constrained fuzzy probability and the unconstrained fuzzy probability and will eventually be introduced two notions of intuitionistic fuzzy probability: the restricted intuitionistic fuzzy probability and the unrestricted intuitionistic fuzzy probability

Avaliação da Farinha de Carne e Ossos na Alimentação de Frangos de Corte

Um mil quatrocentos e quarenta pintos de um dia, machos, foram utilizados com o objetivo de avaliar a utilização da farinha de carne e ossos (FCO) sobre o desempenho e rendimento de carcaça de frangos de corte. Foi utilizado o delineamento inteiramente ao acaso em esquema fatorial 2 x 2 x 2, com os fatores: níveis de inclusão da FCO (3 e 6%), tipos de FCO (37,51 e 41,58% de proteína bruta), valores de energia metabolizável da FCO conforme equações de predição sugerida pelo NRC (1994) ou tabela de Rostagno et al. (1994), mais um tratamento controle sem a inclusão de FCO, com quatro repetições de 40 aves cada. O consumo de ração e ganho de peso (GP) foram influenciados pela inclusão de FCO, sendo verificado maior GP quando a FCO não foi utilizada. As demais características de desempenho não foram afetadas pelos fatores estudados. A gordura abdominal foi reduzida quando a FCO não foi utilizada. Concluiu-se que dietas de frangos de corte contendo até 6% de FCO proporcionam pior desempenho quando comparadas com aquelas a base de milho e farelo de soja.

O masculino em revista: mídia, discurso e modos de subjetivação afetivos-sexuais

This dissertation has the thematic of the sexual affection of the masculine subjectivity within texts of Universo Masculino and Men‟s Health magazines as object of analysis. The central objective was to describe and interpret the theme on the masculine subjectivity in discourses about the affection of sexuality materialized in discourse practices in those magazines. The main point of the research matters how the discourse structures of texts in those magazines make it possible to comprehend the meanings produced about the masculinity nowadays. On the perspective of the thematic trajectory what consists the main aspect that concerns the leading of corpus in the research under the French discourse analysis, we have searched, in reports of those magazines, an arch-genealogy of masculinity, from a specific sexual-affection disposable of our mediate culture. The analytic trajectory enables us to conclude that the thematic trajectory about the sexual affection of the masculine subjectivity produces a semantic way that confirms hegemony and hetero-normative ideals, rather than what proposes new performances on the masculine subjectivity experiences. In its real effects, such mediate discourse practice pursues to link certain sexual affection knowledge to the male individual‟s lifestyle today, from the thematic choices, enunciation modalities and discourse strategies which are specific to the masculine media

Crescimento e produtividade de quatro variedades de cana-deaçúcar no quarto ciclo de cultivo

The sugarcane is a widely adapted species to tropical climate and has made key role in economic development in Southeast and Northeast. The ability to adapt in different environments can be evaluated through the growth analysis and yield. This study aimed to evaluate the growth and yield of four sugarcane varieties (RB92579 and SP79-1011, RB931530 and RB93509) in the third ratoon. The experiment was conducted at the CECA/UFAL, Rio Largo (28 degrees 02'09 '' S, 35 degrees 49'43 '' W and 127m). The experimental design was randomized blocks. Was evaluated monthly the number of plants, height, leaf area index and stem diameter. The quality of raw material, dry matter and yield were evaluated at 360 DAC. The data were subjected to analysis of variance and means compared to each other by Tukey test. The results showed that the maximum tillering occurred at 90 DAC for all varieties, and the RB92579 showed greater tillering and greater height at 360 DAC. The variety RB931530 had superior diameter than the others. The RB92579 and RB93509 were higher than the others on the sugar production, dry matter and yield, however, differed ech only on the matter. Varieties RB92579 and RB931530 had similar levels of Brix, PCC and ATR. Since this latter variable responsible for developing the pricing of sugarcane industry.

Desenvolvimento de um núcleo versátil e integrado de ferramentas CAD/CAE para a modelagem e simulação de peças mecânicas

Currently there is still a high demand for quality control in manufacturing processes of mechanical parts. This keeps alive the need for the inspection activity of final products ranging from dimensional analysis to chemical composition of products. Usually this task may be done through various nondestructive and destructive methods that ensure the integrity of the parts. The result generated by these modern inspection tools ends up not being able to geometrically define the real damage and, therefore, cannot be properly displayed on a computing environment screen. Virtual 3D visualization may help identify damage that would hardly be detected by any other methods. One may find some commercial softwares that seek to address the stages of a design and simulation of mechanical parts in order to predict possible damages trying to diminish potential undesirable events. However, the challenge of developing softwares capable of integrating the various design activities, product inspection, results of non-destructive testing as well as the simulation of damage still needs the attention of researchers. This was the motivation to conduct a methodological study for implementation of a versatile CAD/CAE computer kernel capable of helping programmers in developing softwares applied to the activities of design and simulation of mechanics parts under stress. In this research it is presented interesting results obtained from the use of the developed kernel showing that it was successfully applied to case studies of design including parts presenting specific geometries, namely: mechanical prostheses, heat exchangers and piping of oil and gas. Finally, the conclusions regarding the experience of merging CAD and CAE theories to develop the kernel, so as to result in a tool adaptable to various applications of the metalworking industry are presented

Avaliação dos impactos ambientais gerados por uma industria cerâmica típica da Região do Seridó/RN

The present work deals with an evaluation of the environmental impacts arised from a typical ceramics industry located in the Seridó region of Rio Grande do Norte State. That region contains the largest State s producing basin of red ceramics. The district of Parelhas stands out as the largest producing nucleus. The studied company is located in the rural zone of Parelhas, it was selected as study object because it possesses a great part of the representative characteristics of the Region s ceramics park as a whole. Impacts produced at the implantation and operation phases of the Company had been evaluated, being this last phase subdivided in stages of the productive process. Among found adverse impacts, they are distinguished: losses in air quality, undesirable noises, microclimatic alterations, impoverishment of the ground, elimination of the vegetal covering, agricultural exodus, crisis in cattle agriculture and, superficial and underground water contamination, beyond risks ocupational diseases and industrial accidents. The Leopold s interactive matrix, that summarizes results of the work, was presented in form of 15 (fifteen) tables that display impacts classified in qualitative and quantitative way. Totally, 175 (one hundred and seventy-five) significant impacts produced by this Company had been identified, being 114 (one hundred and fourteen) negative, 38 (thirty-eight) positive and 23 (twenty-three) among mixed, indefinite and inert ones. In the work, before the evaluation of impacts properly said, it was constructed a diagnostic table of the ambient situation at a previous moment to implantation of the Company, elaborated on basis of inferences and historical researches. It was proposed still, mitigative steps for adverse impacts identified, as also elaborated a program to accompaniment and observing that the fulfilment of indicated mitigative steps guarantees. The final part of the work contemplates conclusions and suggestions that aim to influence positively the presented sight in terms of environmental management

A ruptura do pacto social no pensamento de Sade

As obras de Sade procuram retratar as práticas corruptas e libertinas presentes no regime despótico de Luís XV, apontando invariavelmente a alcova como lugar privilegiado de transformação do corpo e da mente e, ao mesmo tempo, de produção filosófica. A atualidade do pensamento de Sade revela-se no fato de colocar como tendencia da modernidade, a constituição narcísica da subjetividade que, em sua variante político-social, aparece sob a forma do conformismo político. Este artigo pretende apresentar o pensamento de Sade como urna crítica aos liames sociais, o que conduz à ruptura da idéia de pacto social formulada por Rousseau. A doutrina sem compaixão de Sade torna-se filosofia negativa na medida em que fornece os fundamentos da crítica à razão instrumental. Sendo pessimista quanto aos rumos do existente, a teoria sadiana aponta a animalidade humana como possibilidade de transcendencia da artificialidade dos laços sociais.

Os artigos de Euler sobre os números amigáveis

Among the many methodological resources that the mathematics teacher can use in the classroom, we can cite the History of Mathematics which has contributed to the development of activities that promotes students curiosity about mathematics and its history. In this regard, the present dissertation aims to translate and analyze, mathematically and historically, the three works of Euler about amicable numbers that were writed during the Eighteenth century with the same title: De numeris amicabilibus. These works, despite being written in 1747 when Euler lived in Berlin, were published in different times and places. The first, published in 1747 in Nova Acta Eruditorum and which received the number E100 in the Eneström index, summarizes the historical context of amicable numbers, mentions the formula 2nxy & 2nz used by his precursors and presents a table containing thirty pairs of amicable numbers. The second work, E152, was published in 1750 in Opuscula varii argument. It is the result of a comprehensive review of Euler s research on amicable numbers which resulted in a catalog containing 61 pairs, a quantity which had never been achieved by any mathematician before Euler. Finally, the third work, E798, which was published in 1849 at the Opera postuma, was probably the first among the three works, to be written by Euler

A leitura de fontes antigas como possibilidade didatica: um exemplo a partir do Almagesto de Ptolomeu

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

A doença de criar passarinhos: a lírica humanizadora de João Cabral de Melo Neto

João Cabral de Melo Neto n a jamais aimé les vers sentimentaux et prolixes venus de la tradition romantique. C est pour ça que son uvre a un discours objectif, rigoureusement elaboré e elle comporte certaines influences concretistes ça explique pourquoi l auteur est connu comme l ingénieur de la langage. En verité, le poète même dissait qu il était un homme froid et rationnel. La critique a assidument analysé la matière logique et le rigeuer formel de l uvre de Cabral de Melo. Pourtant, dans ce travail nous analysons les poèmes dont le sentiments humaines sont la mtière principal de l élaboration de l experiènce esthétique. La poèsie de João Cabral n est pas simple verbalisme formel, ni un uvre sens vie, car les objects concrètes et la langage objectif n empêchent pas qui le sujet décrit avec émotion les scènes presents dans les poèmes. Nous travaillons avec la hypothèse de que le poète a une attitude trop humaine quand il parle de l experience culturel et de l experience de la vie dans le Nord-est brésilien. Les unités témathiques de ce travail, pourtant, montrent la représentation du Nord-est dans la poèsie de João Cabral et examinent aussi le sentiment qu il sent par la memoire culturel de sa région. Parmi les aspects qui composent sa lyrique humaine nous citons la personification constant de les paysages du Nord-est le poète ne veux pas faire une décrition tophographique de la région parce que les places ont un valeuer sentimentel pour lui; au moyen d un discours erotique, Cabral represente les desirs et les intints humaines de sa terre; ensuite, il semble que le poète est enchanté et enveloppé avec certains elemets culturels de sa région, come l hamac, la littérature oral et la musique régional; la preoccupation avec la population explorée et la denonciation de la condition miserable dans le Nord-est brésilien confirment aussi la humanité présent dans son uvre; finalment, la récordation de l enfance et la nostalgie du temps passé sont, pour le poète, un possibilité qui peut aider dans la formation humaine de la population

Inscrição discursiva da subjetividade homoafetiva na G Magazine

This thesis, which is entitled Registration discourse of subjectivity homo affective in G Magazine, is proposed to describe / interpret modes of subjectivity that is set in the discourse of homo affective confessions, recorded in letters addressed to G Magazine. The study is based on the theories of Discourse Analysis French, with a focus in the discussions Foucaultian remarkably discursive practices that produce meanings about the processes of subjectivity and sexuality. Methodologically, the research is of appreciative/qualitative character and falls in the field of Applied Linguistics (LA), at a press that the historical and cultural reality of the subject, establishing dialogues with many other fields of knowledge, which deal of the subject matter of speech and sexuality. Data analysis indicates that the magazine G Magazine works as a discursive space, where individuals on condition that homosexual, take it as the place that it gives security to talk to you, it's worrying, because the nature of the journal it suggests a belonging to the same discursive formation - that of homo affective . Thus, some of which are felt constructed for the investigation of the letters selected for this study showed that the forms of subjectivity of such homo affective are emerging in the game of the bans, the other is that as a subject of sexuality and to materialize in operation the confession. These homo affective, in a gesture of incessant registration of alternatives to be subject to its own truth of their sexuality, to seek his party in the case, the psychologist, a referral, a "light" that can guide them in an attempt to get rid of the forms of to subject. Installs itself in this way, as a point of resistance: the attempt to dissociate itself be of some states of submission, opening itself to other ways of being subject

Imagens da morte: um estudo do gênero policial-fantástico em Poe, Wilde e Christie

The mirror has always been related to different symbols, usually connected to self-knowledge and truth. This is due to the fact that this object shows whoever looks oneself in it an image as close to reality as it is possible. On the other hand, the mirror is also associated to mysticism and to the supernatural for it can magically duplicate one who looks into it. This ambiguous characteristic turns the mirror into an element that is fantastic in itself and places it in the central position of our discussion. Therefore, in this study, we analyze the texts In a Glass Darkly, by Agatha Christie, The Oval Portrait, by Edgar Allan Poe, and The Picture of Dorian Gray, by Oscar Wilde, giving special attention to the study of the images and artificial representations of men: the mirror, as an ephemeral representation; and the portrait, as an attempt to eternize an ephemeral image. We also discuss themes such as jealousy, the double, and death in the several forms in which it appears in the texts: suicides, homicides, attempted murders, death in life (mourning, separation, and developmental phases) all of which are, somehow, related to the specular representations. The narrative resource of using a mirror to introduce the supernatural event, along with the theme of death in all the narratives we have studied, and the difficulty to place these texts within the pre-established genres led us to categorize them as being part of a hybrid genre that presents characteristics both of the fantastic and of the detective story which we have named fantastic-detective story