Gestão da satisfação e fidelidade do cliente : um estudo dos fatores que influenciam na satisfação e fidelidade dos clientes corporativos de telefonia celular

The competition in the telecommunications industry has grown in Brazil since the privatization, forcing companies that are active in the market to a growing commitment to quality products and services in order to survive. In this context, this work aims to understand the main factors that influence the degree of satisfaction exists in respect of a mobile operator with its corporate customers. The research covered theoretical concepts and analytical models of quality management system and models of indices related to the measurement of customer satisfaction. For the field research was carried out in a practical application of the main approaches based on this thesis by a case study in corporate segment, through a questionnaire applied to 10 consultants and 40 corporate customers of that company. Comparing the results of research with the consultants and corporate clients there is the concern of respondents to the indicators that comprise the constructs of customer satisfaction, commitment calculated, the price index and the handling of complaints, denoting the dissatisfaction of the general assessment for corporate customers with the carrier, against its current expectations. It is concluded that the mobile operator of the telecommunications industry have a big challenge, after ten years of privatization and consequently the period of rapid expansion of customer base and with the depleted, retain corporate customers as highly strategic, thus avoiding that migrate to other companies. We emphasize the need for further research and analysis of different approaches through research and using the same models to specifically evaluate and measure customer satisfaction of mobile enterprise, to adjust the model to the national market. Finally, we suggest the creation of an effective customer loyalty program with a strategy of relationship and specific to the corporate sector of mobile telephony

Desempenho e rendimento de carcaça de frangos de corte alimentados com dietas contendo subprodutos do arroz formuladas com base nos conceitos de proteína bruta e ideal

Foi conduzido um experimento para avaliar a utilização de subprodutos do arroz em dietas formuladas com base nos conceitos de proteína bruta e ideal para frangos de corte de 1 a 42 dias de idade. Foram utilizados 720 pintos machos de 1 dia de idade da linhagem Hybro, em delineamento inteiramente ao acaso, em esquema fatorial 3 × 2, composto de três dietas (sem subprodutos, farelo de arroz integral e quirera de arroz) e dois conceitos de formulação de rações (proteína bruta e ideal), totalizando seis tratamentos e quatro repetições de 30 aves. O ganho de peso, o consumo de ração e a conversão alimentar foram avaliados aos 21 e 42 dias e as características de carcaça aos 42 dias de idade. As aves alimentadas com dietas formuladas pelo conceito tradicional (baseado na proteína bruta) apresentaram melhor conversão alimentar e menor taxa de deposição de gordura abdominal.

Efeito da temperatura ambiente e do sistema de criação sobre as exigências de energia metabolizável para mantença de aves reprodutoras pesadas

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Otimizações da transmissão de imagens em redes de sensores visuais sem fio explorando a relevância de monitoramento dos nós fontes e codificação DWT

The development of wireless sensor networks for control and monitoring functions has created a vibrant investigation scenario, covering since communication aspects to issues related with energy efficiency. When source sensors are endowed with cameras for visual monitoring, a new scope of challenges is raised, as transmission and monitoring requirements are considerably changed. Particularly, visual sensors collect data following a directional sensing model, altering the meaning of concepts as vicinity and redundancy but allowing the differentiation of source nodes by their sensing relevancies for the application. In such context, we propose the combined use of two differentiation strategies as a novel QoS parameter, exploring the sensing relevancies of source nodes and DWT image coding. This innovative approach supports a new scope of optimizations to improve the performance of visual sensor networks at the cost of a small reduction on the overall monitoring quality of the application. Besides definition of a new concept of relevance and the proposition of mechanisms to support its practical exploitation, we propose five different optimizations in the way images are transmitted in wireless visual sensor networks, aiming at energy saving, transmission with low delay and error recovery. Putting all these together, the proposed innovative differentiation strategies and the related optimizations open a relevant research trend, where the application monitoring requirements are used to guide a more efficient operation of sensor networks

Desenvolvimento de métodos construtivos e de novos materiais empregados na confecção de cartuchos de próteses de membros inferiores

The manufacture of prostheses for lower limb amputees (transfemural and transtibial) requires the preparation of a cartridge with appropriate and custom fit to the profile of each patient. The traditional process to the patients, mainly in public hospitals in Brazil, begins with the completion of a form where types of equipment, plugins, measures, levels of amputation etc. are identified. Currently, such work is carried out manually using a common metric tape and caliper of wood to take the measures of the stump, featuring a very rudimentary, and with a high degree of uncertainty geometry of the final product. To address this problem, it was necessary to act in two simultaneously and correlated directions. Originally, it was developed an integrated tool for viewing 3D CAD for transfemoral types of prostheses and transtibial called OrtoCAD I. At the same time, it was necessary to design and build a reader Mechanical equipment (sort of three-dimensional scanner simplified) able to obtain, automatically and with accuracy, the geometric information of either of the stump or the healthy leg. The methodology includes the application of concepts of reverse engineering to computationally generate the representation of the stump and/or the reverse image of the healthy member. The materials used in the manufacturing of prostheses nor always obey to a technical scientific criteria, because, if by one way it meets the criteria of resistance, by the other, it brings serious problems mainly due to excess of weight. This causes to the user various disorders due to lack of conformity. That problem was addressed with the creation of a hybrid composite material for the manufacture of cartridges of prostheses. Using the Reader Fitter and OrtoCAD, the new composite material, which aggregates the mechanical properties of strength and rigidity on important parameters such as low weight and low cost, it can be defined in its better way. Besides, it brings a reduction of up steps in the current processes of manufacturing or even the feasibility of using new processes, in the industries, in order to obtain the prostheses. In this sense, the hybridization of the composite with the combination of natural and synthetic fibers can be a viable solution to the challenges offered above

Elaboração e aplicação de uma estratégia de ensino sobre os conceitos de calor e de temperatura

This piece of work has investigated the alternative conceptions shown by students of secondary school, concerned to the concepts of warmth and temperature, aiming the elaboration and application of a learning strategy as of the diagnose risen from the conceptions present in students. The learning strategy was built up by a sequence of activities that involve History of Science and experiments, put in a course that had as a base the proposal of the Group of Redevelopment of Physics Teaching (GREF). We have used as the conductor wire of our research the development of thermo dynamics since the development of the first thermo machines, passing by the Industrial Revolution and the evolution of concepts of warmth and temperature. The learning strategy was applied to a group of second grade of secondary school in a public school in Mossoró (RN). By doing these activities we tried to become the concepts, which are part of thermo dynamics, more meaningful to the students. We have estimated that the application of the strategy has represented some profits to the students of the group, concerning to learning of laws and concepts of thermo dynamics (specifically the concepts of warmth and temperature), as well as what it is referred to the overcoming of its initial conceptions

Elaboração de uma sequência didática sobre os conceitos geométricos preliminares ao estudo da trigonometria

This study is qualitative, including literature search and preparation of teaching materials. Your goal is to report the study of geometric problems of character presented in the application of trigonometry and work on the preparation of detailed activities that help in overcoming these difficulties. For this, we read some papers on teaching and learning of trigonometry in order to identify the difficulties encountered during their journey. Then separate the geometric difficulties of character and prepare a list of geometric content and procedures associated with them. Thus, we can organize a notebook with activities that would address most of these concepts. Finally we present the specification of activities called Activity on introductory concepts to the study of trigonometry

As influências da psicanálise na educação brasileira no início do século XX

O presente artigo tem por objetivo discutir, a partir de um vértice histórico, a relação entre educação e psicanálise no Brasil. Partindo de um estudo qualitativo, fundamentado na análise bibliográfica relativa à produção psicanalítica dedicada à educação produzida no país nas primeiras décadas do século XX, são discutidas as contribuições da psicanálise na transformação das práticas educacionais. Os resultados indicam que a psicanálise esteve presente na educação de duas formas: inicialmente, pela divulgação de informações teóricas relativas aos conceitos psicanalíticos e às características do desenvolvimento emocional da criança, por intermédio de livros e cursos destinados a educadores, e, posteriormente, através da criação de uma prática de assistência ao escolar com problemas de aprendizagem ou comportamento, desenvolvida em clínicas de orientação infantil, que consistia na avaliação da criança e na orientação de pais e professores. Conclui-se que a psicanálise, enquanto fundamento teórico e prático, forneceu elementos que contribuíram para a sustentação dos pressupostos filosóficos da Escola Nova, que surgiu, a partir da década de 1920, como alternativa ao ensino tradicional.

Dificuldades de aprendizagem sobre conceitos de genética no ensino fundamental

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Acurácia e precisão: revendo os conceitos de forma acurada

Accuracy concepts that involve systematic and random effects and precision, that involves only random ones, are reviewed in this paper. An objective discussion is presented based on the definitions that appear in the literature, followed by examples that may be enough to clarify some concepts and allow the extension for other applications. The discussion presented aims at raising eventual inconsistencies in the interpretations so as to provide better possibilities of use for those involved with this topic, which is fundamentally important in the quality analysis of cartographic, geodetic and remote sensing or photogrammetric products.

Cartas oficiais norte-riograndenses dos séculos XVIII, XIX e XX : constituição e caracterização de um corpus diacrônico

The diachronic studies marked the first decades of the 20th century in Brazilian linguistics, passing by an ostracism period after the 50s. Mainly from the 90s especially with the project, created in 1997, Para a história do português brasileiro (PHPB), which has systemized, in national ambit, the programme related to the area of diachrony the historical studies retake forces and have gradually increased since then. Our work is set in the new scene of Brazilian historical linguistics and it is associated to two research programmes: i) the constitution of a diachronic corpus; ii) the diachrony of text and discourse. As regards the first programme, we made effort to constitute a diachronic corpus of official letters about Rio Grande do Norte, we called cartas oficiais norte-rio-grandenses, written in 18th, 19th and 20th centuries. The chosen for bureaucrat letters occurred for they represent a textual category very productive in historical contexts, mostly 18th and 19th centuries, in which the command of writing was the least and also because they bring, almost always explicitly, the information of where, when, for whom and from whom, as remembers Fonseca (2003). The rules for constituting the corpus were based, although not strictly, on the orientation from PHPB. In respect to the second programme, we set up on the ideas of coserian base came from the studies on discourse traditions (TD) (Koch, 1997; Kabatek, 2006) amongst which that the texts are shaped so as to follow their own tradition (Coseriu, 2007), and we turned to Diplomatics (Belloto, 2002) in order to do the characterization of this corpus by the application of concepts from Diplomatics and TD as well as by the presentation of the structures that form those official letters: their textual genres, a kind of TD, with their macrostructures; and some of their formulaic expressions (microstructures), another sort of TD. This stage of characterizing will pay attention, as far as possible, to the dynamic between tradition and innovation that happen in the actualization of those textual structures along the centuries. This work intends to contribute with the researches connected to Historical Linguistics in Rio Grande do Norte, more specifically the ones related to the constitution of diachronic corpora and to TD; and with the study of official documents, textual category about which there are almost no studies (cf. Silveira, 2007)

Modalização autonímica: um estudo de utilização e apropriação do discurso sobre os conceitos de variação e de mudança na escrita de dissertação de mestrado de 1970 - 2011

Universidade Federal do Rio Grande do Norte

Gestão da qualidade total: introdução dos conceitos e a sua utilização em um curso para abordar o comportamento individual do aluno/profissional/cidadão

A introdução do assunto qualidade, segundo as necessidades de mercado abre espaço para a discussão da qualidade como necessidade pessoal, e também para a formação do cidadão/profissional, além de introduzir assuntos específicos de administração de empresas. Dessa forma, foi oferecida uma disciplina optativa para os alunos do Instituto de Química do Campus de Araraquara, abordando o tema Qualidade e foi denominada Gestão da Qualidade por três anos seguidos. da avaliação geral do curso extraiu-se que ele deveria ser realizado sempre, que o tema é atual e relevante e contribui para a formação profissional/pessoal. Com relação ao comprometimento com o curso de graduação, cerca de metade dos alunos assume o seu comprometimento com os estudos e os restantes dizem estarem somente envolvidos. Conclui-se, portanto que o curso atingiu os seus objetivos propostos, introduziu os principais conceitos de qualidade segundo as normas da qualidade da série ISO 9000 e suscitou a discussão da formação do aluno/profissional/cidadão.

Sujeito e liberdade no pensamento de Michel Foucault

The leitmotif of this dissertation research is on the relationship between two fields of questioning in the Foucauldian works that may be considered, at a first glance, irreconcilable: the understanding of subject as the result of determinations, on the one hand, and its ethical stance of seeking the creation of liberty, on the other. Since, despite this apparent inconsistency, both ideas are present with much emphasis on the work of the French thinker, to understand the way Foucault articulated these two ideas was necessary to elucidate and interrelate the way in which he thought about the concepts of subject, power and liberty. Traveling with the author his intellectual itinerary, it was revealed that his conception of subject and liberty can be reconciled (although maintaining its problematic nature) and, also, both are inextricably linked each one as a result of the other. Tracing, with the author, his intellectual itinerary, it was also possible to identify and describe the fruitful conceptual tools for thinking about our own determinations and about the possibilities we have of creating new subjectivities and liberating experiences

Nietzsche e Rosset: alegria, impulso à criação

Understood in a project of transvaluation of values, the joy is one of the central themes of the thought of Friedrich Nietzsche and Clément Rosset. Opposed to the dogmatic philosophy that moralize and robs your strength to think of it as "happiness", evaluated, in short, a target linked to virtue and rationality these thinkers propose a perspective that makes the joy of point to an instance extraterrestrial and back to the earth, to the body. In this vein, beyond the oppositions of values constitutive of metaphysics dogmatic, the joy and suffering are conceived as elements that are not mutually exclusive, they are complementary as foundations of a gaia(ta) science, based in laughter and friendship. Contents of a tragic wisdom that leads to an unconditional fidelity to the real (expressed in formulas of amor fati Nietzsche and unrestricted approval of existence Rosset), the joy is then interview as vital impulse, the force majeure, the strength plastic encourages artistic creation: the joy of children playing