Uma proposta para preparação de pequenas e médias empresas brasileiras prestadoras de serviços ao setor de telecomunicações para implantação da metodologia Seis Sigma

The objective of this work consists of considering a script so that operating companies in the telecommunications sector, mainly small and medium-sized enterprises, can reach excellency in its operations and get, thus, conditions to compete with companies consolidated in its niche of market. The proposal intends to lead the enterprises to a level of qualification of processes that to become them apt to adopt the Six Sigma method as part of its culture. From the analysis of the essential processes of the sector, methods and tools will be suggested for guarantee the continuous improvement of these processes, without forgetting the internal peculiarities of each company

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

Analise SWOT do gerenciamento de resíduos do coco verde em duas agroindústrias do estado do Rio Grande do Norte

In the current conjuncture, the environmental factor has been changing the position of companies that are practicing or minimally adopting environmental management. Such tool has been used by companies to face the problems caused by solid waste, in particular green coconut waste, which is constantly among the material discarded by society (companies/ consumer). It is a typical tropical fruit whose fresh water is very benefic for human health, and its popularization has caused a progressive increase of its consumption. Following this stream of thought, this present work came up with an analysis of strengths, weaknesses, threats, and opportunities SWOT analysis on green coconut solid waste management at two agribusiness companies in the state of Rio Grande do Norte (RN), Brazil, aiming to know the challenges and the potentials of this kind of waste. According to the approach of the problem, this work fits a descriptive, exploratory, and qualitative research. The data collection was obtained by a questionnaire and a structured interview, in order to evaluate the strategic posture of agribusiness companies through SWOT analysis, which is an English acronym for Strengths, Weaknesses, Opportunities and Threats. The SWOT analysis is an effective tool to analyze the internal and external environment of an organization. This tool contributes to locate the company at the environment in question and when well applied it enables the detection of mistakes, the strengthening of correct procedures, the avoidance of threats, and the bet on opportunities. The studied agribusiness industries have very similar profiles, such as a long business life span, and a strategy that extends the useful life of the fruit, by using its waste for the manufacturing of new subproducts. In both, the daily quantity of waste resulted of this process reaches approximately 20 thousand units of the fruit in high season, being necessary a focus directed at use and/or treatment of these waste. Further to SWOT analysis, it was ascertained that the agribusiness company A works through a defensive marketing strategy and acts vulnerably, in other words, unable of acting before this market segment, for it has decided to stop using the waste due to a lack of equipment and technology. On the other hand, the agribusiness company B has incorporated an offensive marketing strategy because even not possessing equipments, technology, and appropriated internal installations, it still insists on use and benefits of green coconut waste in its agribusiness. Thus, it is considered that the potential of green coconut waste management for the production of several subproducts reduces the impacts produced by inappropriate placement and generates profits in a short, medium and long term. Such profits being tangible and intangible, as the interest for sustainability actions is not only a matter of obtaining return on capital, but it is an important question in order to move on into business, since it is not enough to have quality on products and process nowadays. It is necessary to establish socio-environmental practices aiming the image of the company as the prevailing role on consumers buying decision

Projeto e controle de um sistema de aquecimento no Laboratório de Avaliação de Medição em Petróleo

The Oil Measurement Evaluation Laboratory (LAMP), located in the Federal University of Rio Grande do Norte (UFRN), has as main goal to evaluate flow and BS&W meters, where the simulation of a bigger number of operation variable in field, guarantees a less uncertain evaluation. The objective of this work is to purpose a heating system design and implementation, which will control the temperature safely and efficiently in order to evaluate and measure it. Temperature is one of the variables which influence the flow and BS&W accurate measurement, directly affecting the fluid viscosity and density in the experiment. To project the heating system it is of great importance to take the laboratory requirements, conditions and current restrictions into consideration. Three alternatives were evaluated: heat exchanger, internal resistance and external resistance. After the analyses are made in order to choose the best alternative for the heating system in the laboratory, control strategies were determined for it, PID control methods in combination with fuzzy logic were used. Results showed a better performance with fuzzy logic than with classic PID

Simulação de reservatórios não convencionais para armazenamento de gás natural veicular

The investigation of viability to use containers for Natural Gas Vehicle (NGV) storage, with different geometries of commercial standards, come from necessity to join the ambient, financial and technological benefits offered by the gas combustion, to the convenience of not modify the original proposal of the automobile. The use of these current cylindrical models for storage in the converted vehicles is justified by the excellent behavior that this geometry presents about the imposed tensions for the high pressure that the related reservoirs are submitted. However, recent research directed toward application of adsorbent materials in the natural gas reservoirs had proven a substantial redusction of pressure and, consequently, a relief of the tensions in the reservoirs. However, this study considers alternative geometries for NGV reservoirs, searching the minimization of dimensions and weight, remaining capacity to resist the tensions imposed by the new pressure situation. The proposed reservoirs parameters are calculated through a mathematical study of the internal pressure according to Brazilian standards (NBR) for pressure vessels. Finally simulations of the new geometries behavior are carried through using a commercially avaible Finite Element Method (FEM) software package ALGOR® to verify of the reservoirs efficincy under the gas pressure load

Avaliação por pig de perfilagem de danos superfciais nos materiais das paredes de dutos de petróleo

The modern technology of materials and structural integrity of pipelines requests the use of inspection tools named inspection pigs to detect, localize and measure the length, width and depth dimensions of the thickness losses of walls of buried and underwater pipelines in service. These tools run them internally, performing and recording measurements, with performance that varies according to the pig s technology. It has been developed recently an instrumented pig technology, called feller pig. This work aims to indicate factors that influence the feller pig technology performance in the detection and in the accuracy of measurement of the length, width and depth dimensions of the thickness losses on the internal surface of an oil pipeline wall under normal conditions of oil pipe inspection with pig. In this work, is made a collection of factors and an analyses of the technology based on the available literature, as well as an experiment to observe the technology and the factors operating. In the experiment, a feeler pig is used in a pipeline built in carbon steel and in operation that flows petroleum, in witch are observed areas with internal thickness losses occurred naturally. Some of these areas and their dimensions taken by automated ultra-sound scanner are compared with the ones indicated by the feller pig. Based on the data collection, on the analysis and on the experiment, the influence of factors object of this research is discussed. It is concluded that, among these, there are factors related to pipe fabrication tolerances, to wear of pig components, to internal adhesive wear of pipeline, to other pipeline damages and to technology characteristics. Finally, actions are suggested to know better, improve and define the applicability of this technology

Viabilidade de utilização de um compósito a partir de resíduos para a construção de casas populares

Conselho Nacional de Desenvolvimento Científico e Tecnológico

Metodologia, Sistema de Codificação e Ferramenta de software para Modelagem de Móveis Modulados

On this research we investigated how new technologies can help the process of design and manufacturing of furniture in such small manufacturers in Rio Grande do Norte state. Google SketchUp, a 3D software tool, was developed in such a way that its internal structures are opened and can be accessed using SketchUp s API for Ruby and programs written in Ruby language (plugins). Using the concepts of the so-called Group Technology and the flexibility that enables adding new functionalities to this software, it was created a Methodology for Modeling of Furniture, a Coding System and a plugin for Google s tool in order to implement the Methodology developed. As resulted, the following facilities are available: the user may create and reuse the library s models over-and-over; reports of the materials manufacturing process costs are provided and, finally, detailed drawings, getting a better integration between the furniture design and manufacturing process

Análise térmica e mecânica de um compósito de matriz cerâmica com carga de EPS e raspa de pneu para construção de casas populares

Space Science was built using a composite made of plaster, EPS, shredded tires, cement and water. Studies were conducted to thermal and mechanical resistance. Inside the mold EPS plates were placed in order to obtain a higher thermal resistance on the wall constructed, as well as to give it an end environmentally friendly in view of both the tire and the EPS occupy a large space in landfills and year need to be degraded when released into the environment. Compression tests were performed according to ABNT blocks to seal, measurements of the temperature variation in the external and internal walls using a laser thermometer and check the temperature of the indoor environment using a thermocouple attached to a digital thermometer. The experiments demonstrated the heat provided by the composite values from the temperature difference between the internal and external surfaces on the walls, reaching levels of 12.4 ° C and room temperature in the interior space of the Science of 33.3 ° C, remaining within the zone thermal comfort for hot climate countries. It was also demonstrated the proper mechanical strength of such a composite for sealing walls. The proposed use of the composite can contribute to reducing the extreme housing shortage in our country, producing popular homes at low cost and with little time to work

Diversidade de Phytophthora parasitica isolados de Citrus usando seqüências de nucleotídeos da região ITS-5.8S rDNA

Realizou-se estudo para caracterização e verificação da diversidade genética de Phytophthora parasitica, agente causador da gomose dos citros. Quatorze isolados de Phytophthora parasitica, provenientes do Estado de São Paulo, foram seqüenciados a partir das regiões internas transcritas (ITS1 e ITS2) do gene 5.8S. Obtiveram-se seqüências de 812 pb a 860 pb que foram comparadas com seqüências de outras espécies de Phytophthora spp depositadas no NCBI. Foram feitos estudos filogenéticos, utilizando-se o método neighbor-joining com 1000 bootstrap e construído o dendrograma mais representativo. Obtiveram-se os resultados de 98,88% a 100% de similaridade genética entre os 14 isolados paulistas, e 99,5% a 98,8% entre estes e a seqüência de P. nicotianae (gi| 8927482) obtida do GenBank NCBI.

Viabilidade térmica de um forno solar fabricado com sucatas de pneus

The proposed design provides a solar furnace alternative, box-like, low-cost operation to be used in cooking, comprising three scrap tires to make the recycling thereof. The tires were coupled to each other, forming an enclosure, which stood on its bottom covered by a parable multiple mirrors made from a urupema (sieve indigenous) and the inner sides of the oven aluminum sheet painted black, obtained from beer cans, thus being made to obtain the increase in the concentration of solar radiation incident on the inside of the prototype studied. Two tires were attached, leaving an air layer between them, with the function of thermal insulation. The third tire aimed to support the other two and thermally insulate the bottom of the oven. Externally was placed a metal frame with flat mirrors to reflect the incident rays into the oven, having a mobility to correct the apparent motion of the sun. Its primary feature is the viability of clean, renewable energy to society by tackling the ecological damage caused by the large-scale use of wood for cooking food. The tests show that the furnace reached the maximum temperature of 123.8 °C and baking various foods such as pizza, bun, and other lasagne in an average time 50 minutes. Proves the feasibility of using the oven. Presenting still able to improve their performance with the addition of new materials, equipment and techniques

Modelagem e simulação da solubilização da parafina em tubos circulares e em regime laminar

O óleo produzido nos novos campos de petróleo está cada vez mais parafínico e viscoso, com isso, à medida que o óleo é escoado, parafinas são depositadas sobre as paredes internas do tubo, e ao longo do tempo, tendem a reduzir drasticamente a área transversal ao escoamento. Visando estudar o processo de solubilização da parafina em dutos, esse trabalho objetiva desenvolver modelos matemáticos que represente o processo, com base nos fenômenos envolvidos no mesmo tais como transferência de massa, transferência de energia e equilíbrio sólido-líquido, implementando-os em um ambiente de desenvolvimento VBA (Visual Basic) for Excel ®. O presente trabalho foi realizado em quatro etapas: i) modelagem dos fenômenos de transferência de calor e massa, ii) modelagem da rotina dos coeficientes de atividade através do modelo UNIFAC e modelagem do sistema de equilíbrio sólido-líquido; iii) modelagem matemática do processo de solubilização e cálculo da espessura da parafina ao longo do tempo; iv) implementação dos modelos em um ambiente de desenvolvimento VBA for Excel® e criação de um simulador com uma interface gráfica, para simular o processo de solubilização da parafina depositada em dutos e sua otimização. O simulador conseguiu produzir soluções bastante adequadas, mantendo continuidade das equações diferenciáveis do balanço de energia e de massa, com uma interpretação física viável, sem a presença de dissipação de oscilações nos perfis de temperatura e massa. Além disso, esse simulador visa permitir a simulação nas diversas condições de escoamento, bem como compreender a importância das variáveis (vazão, temperatura de entrada, temperatura externa, cadeia carbônica do solvente). Através dos resultados foram possíveis verificar os perfis de temperatura, fração molar e o de solubilização

Use of glass transition temperature for stabilization of board's cracks of Eucalyptus grandis

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

O latim, uma língua morta?: uma metáfora em análise: o olhar da lingüística aplicada e suas implicações para o ensino

The focus of this research is the teaching of the Latin language. Due to the fact that its teaching has been facing a growing crisis in the last four decades, which currently persists, we ponder about external and internal causes of its decline, aiming at pointing out an alternative that enable us to find a way out of this situation. So, our research questions mainly concern how the teaching of Latin is viewed amongst the academic society, also investigating if it has kept up with the development of the scientific reflection about human language and the new approaches on language teaching. Furthermore, we analyse the contribution that the study of Latin can provide to the academic formation of language teachers and try to identify the areas of knowledge that can contribute to a reshaping of its teaching. Based on these guidelines, we have established as the goals of this research: 1) to reflect about the current situation of the teaching of Latin and the causes of its decline; 2) to determine its social representation among teachers and students of the Language Courses, as a way of defining the role it fulfills in the academic formation of teachers; 3) to accomplish an exploratory study of some handbooks that show alternative proposals on how to teach Latin, in order to detect their adequacy to current times and to the goals of the academic study of languages; 4) to offer an alternative proposal on how to teach Latin that takes into account the principles of Applied Linguistics, considering the socio-historical and cultural aspects of the language, enabling it to meet the requirements set by modern times. This research is divided into two parts. The first part presents the theoretical framework. We map the studies about Latin teaching inside and outside Brazil and argue against the concept of Latin being a dead language, presenting arguments set on changing this view. Then we describe and comment the notions of literacy, genre and culture, which helped us understand the reasons for the decline of the teaching of Latin and to point out suitable ways to overcome the crisis. The second part is dedicated to reflecting on the literacy practices in Latin teaching. We began by examining the answers to the questionnaires given to students and teachers about the view of Latin in the Language Courses; then we reflect on the teaching-learning of Latin as an academic literacy practice followed by an analysis of the didactic material used in teaching Latin. Finally, we suggest an approach of the familiar letter genre in ancient Rome as a means of teaching Latin in a contextualized way

Morfologia em alta resolução espacial de estrelas de tipo Mira e R Corenae Borealis

Mira and R Coronae Borealis (R CrB) variable stars are evolved objects surrounded by circumstellar envelopes (CSE) composed of the ejected stellar material. We present a detailed high-spatial resolution morfological study of the CSE of three stars: IRC+10216, the closest and more studied Carbon-Rich Mira; o Ceti, the prototype of the Mira class; and RY Sagitarii (RY Sgr), the brightest R CrB variable of the south hemisphere. JHKL near-infrared adaptive optics images of IRC+10216 with high dynamic range and Vband images with high angular resolution and high depth, collected with the VLT/NACO and VLT/FORS1 instruments, were analyzed. NACO images of o Ceti were also analyzed. Interferometric observations of RY Sgr collected with the VLTI/MIDI instrument allowed us to explore its CSE innermost regions (»20 40 mas). The CSE of IRC+10216 exhibit, in near-infrared, clumps with more complex relative displacements than proposed in previous studies. In V-band, the majority of the non-concentric shells, located in the outer CSE layers, seem to be composed of thinner elongated shells. In a global view, the morphological connection between the shells and the bipolar core of the nebulae, located in the outer layers, together with the clumps, located in the innermost regions, has a difficult interpretation. In the CSE of o Ceti, preliminar results would be indicating the presence of possible clumps. In the innermost regions (.110 UA) of the CSE of RY Sgr, two clouds were detected in different epochs, embedded in a variable gaussian envelope. Based on a rigorous verification, the first cloud was located at »100 R¤ (or »30 AU) from the centre, toward the east-north-east direction (modulo 180o) and the second one was almost at a perpendicular direction, having aproximately 2£ the distance of the first cloud. This study introduces new constraints to the mass-loss history of these kind of variables and to the morphology of their innermost CSE regions