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

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

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

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

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.

Números complexos: uma proposta de mudança metodológica para uma aprendizagem significativa no ensino médio

This work presents a proposal of a methodological change to the teaching and learning of the complex numbers in the Secondary education. It is based on the inquiries and difficulties of students detected in the classrooms about the teaching of complex numbers and a questioning of the context of the mathematics teaching - that is the reason of the inquiry of this dissertation. In the searching for an efficient learning and placing the work as a research, it is presented a historical reflection of the evolution of the concept of complex numbers pointing out their more relevant focuses, such as: symbolic, numeric, geometrical and algebraic ones. Then, it shows the description of the ways of the research based on the methodology of the didactic engineering. This one is developed from the utilization of its four stages, where in the preliminary analysis stage, two data surveys are presented: the first one is concerning with the way of presenting the contents of the complex numbers in math textbooks, and the second one is concerning to the interview carried out with High school teachers who work with complex numbers in the practice of their professions. At first, in the analysis stage, it is presented the prepared and organized material to be used in the following stage. In the experimentation one, it is presented the carrying out process that was made with the second year High school students in the Centro Federal de Educação tecnológica do Rio Grande do Norte CEFET-RN. At the end, it presents, in the subsequent and validation stages, the revelation of the obtained results from the observations made in classrooms in the carrying out of the didactic sequence, the students talking and the data collection

A credibilidade do testemunho da criança vítima de abuso sexual no contexto judiciário

Violência sexual contra crianças não é um evento incomum; no entanto, há a dificuldade de denúncia, pois, além do estabelecimento da relação de dominação que o agressor exerce sobre a vítima, a maneira como tal fato é recebido pela sociedade e como é encaminhado pelas instituições judiciárias responsáveis também é determinante para as omissões. Inserida no universo dos interrogatórios, muitas vezes, a criança causa confusão ao desmentir o que havia falado antes, reforçando possíveis preconceitos em relação a si mesma. O presente trabalho traz a análise das relações entre a infância e a instituição judiciária, com principal enfoque no sistema de comunicação e de notificação dos crimes sexuais contra a criança e as consequentes intervenções profissionais que buscam a validação, ou não, de seu testemunho. Para tanto, foram pesquisados 51 processos judiciais, dos quais foram selecionados dois casos exemplares. Este trabalho evidencia a possibilidade de preservar a criança da revitimização causada pela multiplicidade de interrogatórios, sem deixar de cumprir as normas jurídicas necessárias. A fragilidade da palavra da criança está na forma como é acolhida pelos adultos, desde a revelação na família até a denúncia aos órgãos oficiais, revelando a urgência de alterações nos procedimentos judiciais relacionados a essa problemática

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

A performance do suicídio em Ariel, de Sylvia Plath

This dissertation aims at investigating the book Ariel (1965), written by Sylvia Plath, as a kind of performative and ritual poetry that fragments and reconstructs the personal experience, manipulating the memory of the autobiographical body as a way to rehearse and restore subjectivity. We propose that, in Ariel, the hyperbolic, transcendent and parodic transfiguration of real episodes, used as literary substance, corrupts and subverts the specular idea of a confessional truth usually related to the writer s work. Our objective is to examine signs of confluence between Sylvia Plath s poetry and performance art, departing from de idea that the spectacularization of the self, the exhibition of private rituals, the theatricalization of autobiographical circumstances and the undressing of one s craziness and vulnerability are mutual procedures to the poet and the perfomer. Simultaneously unfolding between the inside and the outside of the poem, Sylvia Plath s real suicide and the death and rebirth rituals performed in the literary text appear as symbolic elements that might reveal the performer s liminal space, where reality and representation coexist, and where the performative testimony does not frame only the real subject s body but also his/her infinite possibilities of being restored through art.

O riso irônico na obra poética de Cruz e Sousa

This work brings up a review on the poetic works of Cruz e Sousa, a nineteenth-century Brazilian poet. Laughter has been chosen as an analytical category, because it is a pertinent theme which makes possible a more accurate comprehension of the lyric content of Cruz e Sousa s poetic works. The laughter manifested in his verses is seen as a mechanism which compensates both normativeness and seriousness, as well as turns inside out whatever society establishes as being natural or an absolute truth. Amongst his poems, we will focus on the ones which express their lyric nature both through laughter and irony, since these elements serve as a means to criticize the Brazilian society in the late nineteenth-century and early twentieth-century. This study is guided by theories of laughter proposed by Minois (2003), Bakhtin (1993), Bergson (2007), as well as Adorno s (2003) and Antonio Candido s (2010) theoretical assumptions concerning lyric poetry and society

Cartografias do desejo em asfalto selvagem - engraçadinha, seus amores e seus pecados: humor, erotismo e o pornógrafo no romance rodrigueano

Trata-se nesta dissertação de estabelecer, partindo do pensamento contemporâneo francês da linha deleuziana e guattariana, sobretudo, uma analítica do desejo capaz de reconfigurar o romance de Nelson Rodrigues, Asfalto selvagem: Engraçadinha, seus amores e seus pecados, desterritorializá-lo em relação à tradição crítica e estética, fundada no paradigma realista-naturalista enraizado no pensamento literário brasileiro, especificamente no século XX. Movemo-nos por discussões sobre o autor e sobre o romance, empreendidas por Rolnik, interlocutora de Guattari, o qual está ligado aos novos paradigmas estéticos, à questão da produção de subjetividades, à micropolítica, às multiplicidades e às minorias. Buscamos contribuir para esse redimensionamento, colocando-nos na perspectiva cartográfica e rizomática para surpreender, em Asfalto, seus processos de subjetivação, incidindo sobre as singularidades selvagens, considerando os conceitos de Foucault, aplicados à construção literária enquanto espaço heterotópico, configurando a experiência do fora, como princípios estéticos. Veremos que as personagens, com foco em Engraçadinha, funcionam, como pequenas máquinas desejantes, Corpos sem Órgãos, moléculas desestabilizando as formações molares. Destarte, Nelson Rodrigues, na perspectiva da produção autoral, torna-se o pornógrafo, o literato iterador, como agenciador de uma palavra perversa, para além dos dogmas, da cena romantizada, originando, em sua poética, a revelação da obs-cena, a obscenidade, como crítica às instituições falidas. Trazemos, nesse sentido, referências de Bataille, quanto ao que na atividade estética se relaciona com o excedente da visão, relacionados ao espaço tático-ótico, concepção deleuziana referentes ao corpo-linguagem, pornografia, pornógrafo, narrativas abomináveis. Acompanhamo-nos, pois, dos conceitos da problemática da diferença e da alteridade, repercutindo na larvaridade, nas afecções, que abrem vias comunicantes com fenômenos extremos, atuantes em torno do mesmo e do outro, trazendo a rizomaticidade do mal e da monstruosidade para a construção estética de Asfalto selvagem, vistos sob a ótica de Bataille, Deleuze, Baudrillard, em ensaios que rompem o olhar estrutural em torno da obra e oferecem subsídios para a construção de uma cartografia outra, o território do ficcional, habitado por um povo por vir, na perspectiva tratada por Deleuze e por Blanchot

Práticas discursivas de regulamentação e liberdade no processo de desenvolvimento profissional: a constituição de subjetividades de professores na Revista Nova Escola

This present thesis has the object to study the discursive constitution the teacher s subjectivities of practice permeating the sections of the magazine Nova Escola between the years 2000-2005. Problematizes how the teacher s subjectivities are produced facing the discourse of truth, which effects establishes a program for autonomist professional development in a perspective of neo-liberal governmentality. Then from this uneasiness arises some requisite questions: in the new century how teacher s subjectivities are discursively produced in magazine s sections Nova Escola during those five years of governmentality? In which perspective the discourses throughout government documents in related with professional development reflect in the linguistic-discursive repertories adopted by Nova Escola? How the experts belonging to the cadre from and/or guests from the magazine, seeking equip discursive the teacher s subjectivities for the XXI Century? Therefore, this paper objective is to examine the linguistics strategies used to produce these subjectivities at magazine s sections, what it admittedly teaches another method how to be teacher; and also it analyzes the discursive practices that compound and set boundaries to the autonomist professional development proposed by sections the magazine; describe technologies used by experts to equip and conduct of conduct the teacher to govern the self. This research is inserted theoretically in the field of Applied Linguistis, to the Cultural Studies and about the contribution of Michel Foucault s theories and methodologically in the perspective discursive interpretative. The results seek to show that the teacher s subjectivities are produced by many technologies of the self, traversed by government discourses and ratified by discursive practices of the magazine s experts. That discourse, without any oppressing or authoritarian connotation, opens space for practice of Freedom and self guiding to both constitute the subjectivity process of the teacher in the XXI Century s path