Melhoria do processo de atendimento a clientes

Esta dissertação, que foi desenvolvida no seio da Divisão de Equipamento Industrial (DEI) da empresa Toyota Caetano Portugal, S.A. (TCAP), consiste na análise do processo de atendimento a clientes, a partir de uma investigação efectuada no escritório oficinal (EO) do sector Após-Venda Empilhadores (AVE). A recolha de dados, bem como o acompanhamento do processo de atendimento a clientes, têm como objectivo perceber quais as principais dificuldades do processo, para posteriormente ser definida a estratégia a utilizar no sentido de combater os pontos críticos do relacionamento com os clientes. Esta investigação permitiu identificar várias dificuldades no registo de pedidos de assistência, na pesquisa de informação e também no acesso aos dados pelo cliente. Assim, foi criado um protótipo informático com capacidade para dar resposta às deficiências identificadas. Foram analisados os requisitos necessários para o sistema de informação de suporte e transformado o processo de tratamento de dados (pedidos de assistência, pesquisas, acessos…), até aqui manual, num processo automático, inovador e acima de tudo funcional. Pretende-se desta forma, oferecer um serviço de confiança aos clientes gerando uma lealdade duradoura e acrescentar valor à empresa.

Inmigración y formación continuada en el colectivo de enfermería de la región sanitaria de Lleida

El aumento significativo de la inmigración en los últimos años supone un nuevo reto para la enfermería. Objetivos: conocer la situación actual de la formación de enfermería respecto a la inmigración, su interés por formarse y las dificultades y necesidades que tienen en materia de inmigración. Metodología: estudio descriptivo y transversal analizando una muestra representativa de todos los profesionales de enfermería colegiados en la provincia de Lleida. Para la recogida de datos se utilizó un cuestionario y el análisis estadístico se realizó con el programa informático SPSS versión 13.0. Resultados: más del 90% de los profesionales de enfermería de la provincia de Lleida son mujeres menores de 50 años y que mayoritariamente trabajan en atención hospitalaria. No obstante el interés expresado por temas relacionados con la inmigración, sólo el 24% ha realizado algún tipo de formación al respecto. La mayoría también reconoce tener problemas de comunicación con los inmigrantes. Las sugerencias recogidas en el cuestionario se categorizaron en modelos de integración y en formación. Conclusión: la formación de enfermería en inmigración es baja y se debe a su elevado coste y a que no se realiza en horario laboral. En términos generales, los profesionales de enfermería que se dedican a la Atención Primaria de salud, muestran mayor interés por formarse y mayor flexibilidad para modificar los protocolos y cuidados que sus homónimos hospitalarios.

Effectiveness of computer training on attentional skills

This paper presents two studies, both examining the efficacy of a computer programme (Captain's Log) in training attentional skills. The population of interest is the traumatically brain injured. Study #1 is a single-case design that offers recommendations for the second, .larger (N=5) inquiry. Study #2 is an eight-week hierarchical treatment programme with a multi-based testing component. Attention, memory, listening comprehension, locus-of-control, self-esteem, visuo-spatial, and general outcome measures are employed within the testing schedule. Results suggest that any improvement was a result of practice effects. With a few single-case exceptions, the participants showed little improvement in the dependent measures.

BASS 4: a software system for ergonomic design and evaluation of working hours

OBJECTIVE: To extend an existing computer programme for the evaluation and design of shift schedules (BASS 3) by integrating workload as well as economic aspects. METHODS: The redesigned prototype BASS 4 includes a new module with a suitable and easily applicable screening method (EBA) for the assessment of the intensity of physical, emotional and cognitive workload components and their temporal patterns. Specified criterion functions based on these ratings allow for an adjustment of shift and rest duration according to the intensity of physical and mental workload. Furthermore, with regard to interactive effects both workload and temporal conditions, e.g. time of day, are taken into account. In a second new module, important economic aspects and criteria have been implemented. Different ergonomic solutions for scheduling problems can now also be evaluated with regard to their economic costs. RESULTS: The new version of the computer programme (BASS 4) can now simultaneously take into account numerous ergonomic, legal, agreed and economic criteria for the design and evaluation of working hours. CONCLUSIONS: BASS 4 can now be used as an instrument for the design and the evaluation of working hours with regard to legal, ergonomic and economic aspects at the shop floor as well as in administrative (e.g. health and safety inspection) and research problems.

CALIBRATION AND USE OF AN IN-HOUSE ANTI-MEASLES IgG STANDARD SERUM

For the purpose of research a large quantity of anti-measles IgG working reference serum was needed. A pool of sera from five teenagers was prepared and named Alexandre Herculano (AH). In order to calibrate the AH serum, 18 EIA assays were performed testing in parallel AH and the 2nd International Standard 1990, Anti-Measles Antibody, 66/202 (IS) in a range of dilutions (from 1/50 to 1/25600). A method which compared parallel lines resulting from the graphic representation of the results of laboratory tests was used to estimate the power of AH relative to IS. A computer programme written by one of the authors was used to analyze the data and make potency estimates. Another method of analysis was used, comparing logistic curves relating serum concentrations with optical density by EIA. For that purpose an existing computer programme (WRANL) was used. The potency of AH relative to IS, by either method, was estimated to be 2.4. As IS has 5000 milli international units (mIU) of anti-measles IgG per millilitre (ml), we concluded that AH has 12000 mIU/ml.

NUTRISOL: un programa informático para la evaluación nutricional comunitaria y hospitalaria de acceso libre.

We have developed the computer programme NUTRISOL, a nutritional programme destined to analysis of dietary intake by means of the food transformation to nutrient. It has been performed under Windows operative system, using Visual Basic 6.0. It is presented in a CD-Rom. We have used the Spanish CSIC Food Composition Table and domestic food measures commonly used in Spain which could be modified and updated. Diverse kind of diets and reference anthropometric data are also presented. The results may be treated using various statistical programmes. The programme contains three modules: 1) Nutritional epidemiology, which allows to create or open a data base, sample management, analyse food intake, consultation of nutrient content and exportation of data to statistical programmes. 2) Analyses of diets and recipes, creation or modification of new ones. 3) To ask different diets for prevalent pathologies. Independent tools for modifying the original tables, calculate energetic needs, recommend nutrient intake and anthropometric indexes are also offered. In conclusion, NUTRISOL Programme is an application which runs in PC computers with minimal equipment in a friendly interface, of easy use, freeware, which may be adapted to each country, and has demonstrated its usefulness and reliability in different epidemiologic studies. Furthermore, it may become an efficient instrument for clinical nutrition and health promotion.

Optimization of energy in a pulp mill

This study presents examination of ways to increase power generation in pulp mills. The main purpose was to identify and verify the best ways of power generation growth. The literature part of this study presented operation of energy pulp mill departments, energy consumption and generation by the recovery and power boilers. The second chapter of this part described the main directions for increase of electricity generation rise of black liquor dry solid content, increase of main steam parameters, flue gas heat recovery technologies, feed water and combustion air preheating. The third chapter of the literature part presented possible technical, environment and corrosion risks appeared from described alternatives. In the experimental part of this study, calculations and results of possible models with alternatives was presented. The possible combinations of alternatives were generated in 44 `models of energy pulp mill. The target of this part was define extra electricity generation after alternatives using and estimate profitability of generated models. The calculations were made by computer programme PROSIM. In the conclusions, the results were estimated on the basis of extra electricity generation and equipment design data of models. The profitability of cases was verified by their payback periods and additional incomes.

Parallella, dynamiska representationer i gymnasiefysiken : implementering av ett interaktivt datorverktyg i didaktiska situationer och uppfattning av effektivt lärande

The computer is a useful tool in the teaching of upper secondary school physics, and should not have a subordinate role in students' learning process. However, computers and computer-based tools are often not available when they could serve their purpose best in the ongoing teaching. Another problem is the fact that commercially available tools are not usable in the way the teacher wants. The aim of this thesis was to try out a novel teaching scenario in a complicated subject in physics, electrodynamics. The didactic engineering of the thesis consisted of developing a computer-based simulation and training material, implementing the tool in physics teaching and investigating its effectiveness in the learning process. The design-based research method, didactic engineering (Artigue, 1994), which is based on the theoryof didactical situations (Brousseau, 1997), was used as a frame of reference for the design of this type of teaching product. In designing the simulation tool a general spreadsheet program was used. The design was based on parallel, dynamic representations of the physics behind the function of an AC series circuit in both graphical and numerical form. The tool, which was furnished with possibilities to control the representations in an interactive way, was hypothesized to activate the students and promote the effectiveness of their learning. An effect variable was constructed in order to measure the students' and teachers' conceptions of learning effectiveness. The empirical study was twofold. Twelve physics students, who attended a course in electrodynamics in an upper secondary school, participated in a class experiment with the computer-based tool implemented in three modes of didactical situations: practice, concept introduction and assessment. The main goal of the didactical situations was to have students solve problems and study the function of AC series circuits, taking responsibility for theirown learning process. In the teacher study eighteen Swedish speaking physics teachers evaluated the didactic potential of the computer-based tool and the accompanying paper-based material without using them in their physics teaching. Quantitative and qualitative data were collected using questionnaires, observations and interviews. The result of the studies showed that both the group of students and the teachers had generally positive conceptions of learning effectiveness. The students' conceptions were more positive in the practice situation than in the concept introduction situation, a setting that was more explorative. However, it turned out that the students' conceptions were also positive in the more complex assessment situation. This had not been hypothesized. A deeper analysis of data from observations and interviews showed that one of the students in each pair was more active than the other, taking more initiative and more responsibilityfor the student-student and student-computer interaction. These active studentshad strong, positive conceptions of learning effectiveness in each of the threedidactical situations. The group of less active students had a weak but positive conception in the first iv two situations, but a negative conception in the assessment situation, thus corroborating the hypothesis ad hoc. The teacher study revealed that computers were seldom used in physics teaching and that computer programs were in short supply. The use of a computer was considered time-consuming. As long as physics teaching with computer-based tools has to take place in special computer rooms, the use of such tools will remain limited. The affordance is enhanced when the physical dimensions as well as the performance of the computer are optimised. As a consequence, the computer then becomes a real learning tool for each pair of students, smoothly integrated into the ongoing teaching in the same space where teaching normally takes place. With more interactive support from the teacher, the computer-based parallel, dynamic representations will be efficient in promoting the learning process of the students with focus on qualitative reasoning - an often neglected part of the learning process of the students in upper secondary school physics.

Entwicklung, in-house Validierung und Anwendung des ganzheitlichen Verfahrens Biokristallisation für die Unterscheidung von Weizen-, Möhren- und Apfelproben aus unterschiedlichem Anbau und Verarbeitungsschritten

Die Qualität ökologischer Produkte wird über den Prozess und nicht am Produkt selbst bestimmt. Die zunehmende Nachfrage nach ökologischen Produkten fordert Methoden, die den Prozess am Produkt zeigen (Authentizitätsprüfung). Eine Literaturstudie für die vorliegende Habilitationsschrift ergab, dass ganzheitliche Verfahren sich dazu besonders eignen. Zu solchen ganzheitlichen Verfahren gehört die Biokristallisation. Bei diesem Verfahren kristallisiert eine Mischung aus Probe und CuCl2 auf einer Glasplatte zu einem Bild, das sowohl visuell, als auch computergestützt ausgewertet werden kann. Es wurden zunächst alle Schritte im Labor dokumentiert und entsprechende Standardarbeitsanweisungen erstellt. Mit einem eigens entwickelten Computerprogramm werden die Bedingungen während der Probenaufbereitung und Kristallisation für jede Probe und jedes Bild erfasst. Mit einer Texturanalyse können auch die für diese Arbeiten erstellte große Menge an Bildern ausgewertet und die Ergebnisse statistisch bearbeitet werden. Damit ist es möglich das Verfahren und Methoden für Weizen- und Möhrenproben zu charakterisieren. Es wurden verschiedene Einflussgrößen untersucht. Das Verfahren ist besonders gegenüber Änderungen in der Probenvorbereitung (z.B. Vermahlung, Mischungsverhältnis) empfindlich. Es wurde sowohl die Methodenstreuung, als auch der Anteil einzelner Schritte an der Gesamtstreuung für Weizen-, Möhren- und Apfelproben ermittelt. Die Verdampfung und Kristallisation hat den größten Anteil an der Gesamtstreuung. Die Durchführung eines Laboreignungstests zeigte, dass die so dokumentierten und charakterisierten Methoden in anderen Laboratorien erfolgreich eingesetzt werden können. Das Verfahren wurde für die nominale Unterscheidung von Weizen-, Möhren- und Apfelproben aus unterschiedlichem Anbau und Verarbeitungsschritten eingesetzt. Weizen-, Möhren- und Apfelproben aus definiertem Anbau können signifikant unterschieden werden. Weizen-, Möhren- und Apfelproben vom Erzeuger (Markt) konnten im Paarvergleich (ökologisch, konventionell) teilweise signifikant getrennt werden. Das Verfahren ist auch für die Charakterisierung von verarbeiteten Proben einsetzbar. Es konnte der Einfluss von Saftherstellung, Erwärmung und Alterung signifikant gezeigt werden. Darüber hinaus lässt sich das Verfahren auf weitere Probenarten anwenden. Das Verfahren arbeitet ganzheitlich, d.h. es werden keine Einzelstoffe analytisch bestimmt, sondern als Ergebnis wird ein Bild erhalten. Die Textur- und Struktureigenschaften dieses Bildes können mit standardisierten Methoden ausgewertet werden.

Storm prediction research and its application to the oil/gas industry

The accurate prediction of storms is vital to the oil and gas sector for the management of their operations. An overview of research exploring the prediction of storms by ensemble prediction systems is presented and its application to the oil and gas sector is discussed. The analysis method used requires larger amounts of data storage and computer processing time than other more conventional analysis methods. To overcome these difficulties eScience techniques have been utilised. These techniques potentially have applications to the oil and gas sector to help incorporate environmental data into their information systems

Integração de modelos de localização a sistemas de informações geográficas

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

Transnational corporations and structural changes in industry in Argentina, Brazil, Chile and Mexico

Includes bibliography

Author stance in doctoral dissertations of native and non-native speakers of English: a corpus-based study on epistemic adverbs

[EN]Our study concentrates on the epistemic adverbs used in conveying author stance in academic English. The Contrastive Interlanguage Analysis (Granger, 1996) was run to three sets of corpora comprising doctoral dissertations written by native and non-native academic authors of English. Epistemic adverbs occurring in the dissertations were identified through a computer programme and their frequencies were separately computed for each corpus. Lastly, a log-likelihood test was administered to see whether there is a statistically significant difference across the groups in concern concerning the use of these adverbs.