O gerenciamento de impressões e a qualidade dos serviços nos hotéis da Paraíba

The present study has got as its aim to show how the impressions management is being used by the hotels in Paraiba State. For that, the dramma or role play perspective has been adopted as a model for service management. From the theater metaphor, the physical environment and its components can be seen as a scenery of the service show. We conduct the reader to notice the importance of the consummer about the service quality demand and its influence on his satisfaction. A methodology with exploring and qualifying nature has been adopted by using the analyses of content technique in interviews applied to hotel managers lebeled as having 4 and 5 stars in the State, trying to check how impression management takes place, identifying impression management tools used in relation to the physical evidences and to contacting people, as well as checking managers views in the survey about the use of impression management for client satisfaction make. The information revealed that managers, maybe for being unaware about impression management theory, haven t considered neither the physical evidences yet, nor contacting people as marketing tools. About the physical evidences, we could see that hotels take actions in a pulverized way referring to environment decoration and colors, however there isn t a global usage of physical evidences to highlight the service. Contacting people by their turn, receive better importance and attention. It was possible to make sure that managers are aware about the influence of the employee over the attendance quality. This way, we may come into a conclusion that impression management at Paraiba hotels has been under used, as long as managers seem to be, most times, turned to actions related to contacting people, not having realized the planning importance and national-wide use of service scenery in a genaral way yet

PROEJA FIC/Fundamental no IFRN-Campus Mossoró: das intenções declaradas ao funcionamento de um curso em espaço prisional

This research aims to analyze the FIC Course of Assistant Technician in Service Management and Quality, integrated to elementary education / EJA form developed by IFRN MO Campus between 2011 and 2013 in the form of a PROEJA FIC / AT ELEMENTARY SCHOOL LEVEL. We seek to understand the adhesion between the national guidelines postulated for the Program, established in PPC and mediations with the process conceived in the run of the course. Guiding by the socio-critical approach and the dialogical paradigm, the theoretical-epistemological mark is especially buoyed by the theoretical contributions of Ciavatta (2005) , Rock (2011) , Haddad and Di Pierro (2000), Freire (2005), Marx (1982), Ramos (2005), Frigotto; Ciavatta; Ramos (2005), Moura (2012), and also on education in prisons by Onofre (2007, 2011), Bueno (2007), Julião (2011) and Foucault (2001). We assume that an action that enables professional qualification as FIC courses articulated to the EJA in the context of education in prisons have conceptual, methodological, political and pedagogical implications for it focuses challenges, weaknesses and opportunities on the same area of education., We have developed four techniques of data collection based on procedures and tools of qualitative research, such as document analysis, a student survey, the conduction of focus groups with teachers and administrators of the course and on-site observation. Mediated by the investigated context, results showed that the consolidation of PROEJA FIC / AT ELEMENTARY SCHOOL LEVEL goes beyond the intentions officially declared. It is inferred that after seven years of its creation, even though it keeps some potential, this program is not being satisfactorily developed and it shows weaknesses national and locally, it is set at low capillarity, it has a limited scope, and dissolved essential public commitments to the course development. The effectiveness of PROEJA FIC / AT ELEMENTARY SCHOOL LEVEL as part of an emancipatory inclusion social policy, according to official statement, entails approximating the legal logic with social logic, so as not only to propagate discourses and enforce worship to specific and successful experiences that reach only a minority, but to provide actual and necessary conditions to promote the breadth and social quality of the offered deals in this program format

Saúde da família: uma estratégia de mudança no processo de produção dos serviços de saúde

The purpose of this study is to analyze, from the point of view of nurses, changes that took place in the process of providing health services after the introduction of the Family Health Program (FHP). It is na investigation of qualitative nature that uses semi-structured interviews as a main empirical approach tool. Six nurses from the city of Caicó, Rio Grande do Norte, who were working with basic care before the introduction of the FHP, within basic care, were: adscription and ties with the community; hospitality and the humanizacion of care-giving; decrease in cases of inpatient treatment; strengthening of the prevention of injuries and health promotion; improvemente of health indicatiors, finally, actions that point towads meeting the principles of wholeness, equity and universality as a declaration of the Brazilian National Health Care System (SUS). Nevertheless, in spite of all recognizable positive aspects, the FHP has some weaknesses, such as: the difficulty posed by colletive work; the mismatch between professional education and the demands of the current health standard; a poor physical infrastructure of the Basic Health Units; a high heath staff turnover and precarious work conditions. In addition to this, some strategies that can be used to help improve the process of providing health services have been pointed out, such as, coordination between sectors, continuous education, making work conditions less precarious and improving the means whereby heathy service management is conveyed,Tthus, finally, we understand that the FHP does bring forward meaningful changes to the process of provinding health services to strengthen the Brasilian National Health Care System (SUS), in spite of the fact that it lies within a scenario of adversities that can be overcome through the collective endeavor of the several social actors

Desenvolvimento de um sistema de planejamento, gestão de serviços e controle de custos em obras de construção civil

The increasing competitiveness of the construction industry, set in an economic environment in which the offer is now greater than the demand , causes the prices of many products and services, are strongly influenced by the processes of production and the final consumer. Thus, to become more competitive in the market and construction companies are seeking new alternatives to reduce and control costs, production processes and tools that allow for close monitoring of the construction schedule, with the consequent compliance deadline with the client. Based on this scenario, the creation of control tools, service management and planning work emerges as an investment opportunity and an area that can promote great benefits to construction companies. The goal of this work is to present a system of planning, service management and costs control that through worksheets provide information relating to the production phase of the work, allowing the visualization of possible irregularities in the planning and cost of the enterprise, enabling the company to take steps to achieve the goals of the enterprise in question, and correct them when necessary. The developed system has been used in a piece of real estate in Rio Grande do Norte, and the results showed that its use together allowed the construction company to accompany their results and take corrective and preventive actions during the production process, efficiently and effective

Evaluation of the performance of pharmacists in terms of providing health assistance at a university hospital

OBJETIVE: This study aimed to assess the practices of pharmacists in Hospital Care. Method - we interviewed 20 pharmacists from the Pharmacy Division by applying a structured instrument, in September 2005. This instrument addressed aspects related to the main activities at the Hospital Pharmacy, which were assessed according to indicators organized into five areas: sector management, hospital pharmacotechniques, committee activities, information and pharmacotherapeutic follow-up, as well as teaching and research activities.RESULTS: the Pharmacy Division considered all structural aspects under analysis as essential for the good development and application of its services. We found that some essential services, such as the Medication Information Service and Pharmacotherapeutic Follow-up, were absent. Pharmacist professionals were dissatisfied about human resource and physical structure dimensioning, and they presented as not very active in terms of Pharmaceutical Care.CONCLUSION: Results indicate that care is still centered on the drug, with few clinical activities. We suggest reformulations in service management, particularly in the management of pharmacists.

Desenvolvimento de um sistema de laudos histopatológicos baseado na plataforma microsoft .net 2.0

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Boas práticas de fabricação (bpf), análise de tomate e água em restaurantes da cidade de Botucatu-SP

Pós-graduação em Agronomia (Energia na Agricultura) - FCA

Afastamento por licença-saúde, readaptação funcional e suas implicações no gerenciamento de enfermagem

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

Melhoria dos serviços de TI utilizando o gerenciamento de serviços

Pós-graduação em Engenharia de Produção - FEG

Avaliação do uso de medicamentos psicotrópicos pelos pacientes de uma Unidade Básica de Saúde de um município de pequeno porte do Estado de São Paulo

Pós-graduação em Saúde Coletiva - FMB

A New Symbiosis: Municipalities, Private Contractors and Non-Governmental Organisations for the Provision of Local Public Services"

This project considered the second stage of transforming local administration and public service management to reflect democratic forms of government. In Hungary in the second half of the 1990s more and more public functions delegated to local governments have been handed over to the private or civil sectors. This has led to a relative decrease of municipal functions but not of local governments' responsibilities, requiring them to change their orientation and approach to their work so as to be effective in their new roles of managing these processes rather than traditional bureaucratic administration. Horvath analysed the Anglo-Saxon, French and German models of self-government, identifying the differing aspects emphasised in increasing the private sector's role in the provision of public services, and the influence that this process has on the system of public administration. He then highlighted linkages between actors and local governments in Hungary, concluding that the next necessary step is to develop institutional mechanisms, financial incentives and managerial practices to utilise the full potential of this process. Equally important is the need for conscious avoidance of restrictive barriers and unintended consequences, and for local governments to confront the social conflicts that have emerged in parallel with privatisation. A further aspect considered was a widening of the role of functional governance at local level in the field of human services. A number of different special purpose bodies have been set up in Hungary, but the results of their work are unclear and Horvath feels that this institutionalisation of symbiosis is not the right path in Hungary today. He believes that the change from local government to local governance will require the formulation of specific public policy, the relevance of which can be proven by processes supported with actions.

A proposal for a model-based approach for adapting software configuration to runtime environments

Las metodologías de desarrollo ágiles han sufrido un gran auge en entornos industriales durante los últimos años debido a la rapidez y fiabilidad de los procesos de desarrollo que proponen. La filosofía DevOps y específicamente las metodologías derivadas de ella como Continuous Delivery o Continuous Deployment promueven la gestión completamente automatizada del ciclo de vida de las aplicaciones, desde el código fuente a las aplicaciones ejecutándose en entornos de producción. La automatización se ve como un medio para producir procesos repetibles, fiables y rápidos. Sin embargo, no todas las partes de las metodologías Continuous están completamente automatizadas. En particular, la gestión de la configuración de los parámetros de ejecución es un problema que ha sido acrecentado por la elasticidad y escalabilidad que proporcionan las tecnologías de computación en la nube. La mayoría de las herramientas de despliegue actuales pueden automatizar el despliegue de la configuración de parámetros de ejecución, pero no ofrecen soporte a la hora de fijar esos parámetros o de validar los ficheros que despliegan, principalmente debido al gran abanico de opciones de configuración y el hecho de que el valor de muchos de esos parámetros es fijado en base a preferencias expresadas por el usuario. Esto hecho hace que pueda parecer que cualquier solución al problema debe estar ajustada a una aplicación específica en lugar de ofrecer una solución general. Con el objetivo de solucionar este problema, propongo un modelo de configuración que puede ser inferido a partir de instancias de configuración existentes y que puede reflejar las preferencias de los usuarios para ser usado para facilitar los procesos de configuración. El modelo de configuración puede ser usado como la base de un proceso de configuración interactivo capaz de guiar a un operador humano a través de la configuración de una aplicación para su despliegue en un entorno determinado o para detectar cambios de configuración automáticamente y producir una configuración válida que se ajuste a esos cambios. Además, el modelo de configuración debería ser gestionado como si se tratase de cualquier otro artefacto software y debería ser incorporado a las prácticas de gestión habituales. Por eso también propongo un modelo de gestión de servicios que incluya información relativa a la configuración de parámetros de ejecución y que además es capaz de describir y gestionar propuestas arquitectónicas actuales tales como los arquitecturas de microservicios. ABSTRACT Agile development methodologies have risen in popularity within the industry in recent years due to the speed and reliability of the processes they propose. The DevOps philosophy and specifically the methodologies derived from it such as Continuous Delivery and Continuous Deployment push for a totally automated management of the application lifecycle, from the source code to the software running in production environment. Automation in this regard is used as a means to produce repeatable, reliable and fast processes. However, not all parts of the Continuous methodologies are completely automatized. In particular, management of runtime parameter configuration is a problem that has increased its impact in deployment process due to the scalability and elasticity provided by cloud technologies. Most deployment tools nowadays can automate the deployment of runtime parameter configuration, but they offer no support for parameter setting o configuration validation, as the range of different configuration options and the fact that the value of many of those parameters is based on user preference seems to imply that any solution to the problem will have to be tailored to a specific application. With the aim to solve this problem I propose a configuration model that can be inferred from existing configurations and reflect user preferences in order to ease the configuration process. The configuration model can be used as the base of an interactive configuration process capable of guiding a human operator through the configuration of an application for its deployment in a specific environment or to automatically detect configuration changes and produce valid runtime parameter configurations that take into account those changes. Additionally, the configuration model should be managed as any other software artefact and should be incorporated into current management practices. I also propose a service management model that includes the configuration information and that is able to describe and manage current architectural practices such as the microservices architecture.