O processo de tratamento de incidentes é o mais adotado pelas empresas, porém, ainda carece de técnicas que possam gerar estimativas assertivas para o tempo de conclusão. Este trabalho atua no estudo de um processo real, por meio de um procedimento de mineração de processos, capaz de descobrir o modelo do processo sob a forma de um sistema de transição anotado e propõe meios automatizados de escolha dos atributos que o descrevam adequadamente, de modo a gerar estimativas realistas sobre o tempo necessário para sua conclusão. A estratégia resultante da aplicação de técnicas de seleção de atributos - filtro e invólucro - é capaz de propiciar a geração de sistemas de transição anotados mais precisos e com algum grau de generalização. A solução apresentada neste trabalho representa uma melhoria na mineração de processos, no contexto específico da criação de sistemas de transição anotados e no seu uso como um gerador de estatísticas para o processo nele modelado / The incident management process is the most widely adopted by companies. However, still lacks techniques that can generate precise estimates for the completion time. This work performs a study in a real incident management process, by means of process mining, able to find out the real process model in the form of annotated transition system and propose automated means for selecting attributes that describe it accordingly, in order to generate realistic estimates of the time to conclusion. The resulting strategy of application feature selection techniques - filter and wrapper - is able to provide generation of more accurate annotated transition systems with some degree of generalization. The solution presented in this paper represents an improvement in process mining on the specific context of creation annotated transition system and its use as a statistics generator for the whole modeled process

This study examines the use of a digital Critical Incident Questionnaire (CIQ), which was originally developed by Professor Stephen Brookfield, to extract perspectives of students on the lecture/lesson they had just conducted. Three FE colleges in the UK took part in the study and utilised a blog for students to post their comments. Students conducting media production courses at level three and four were the focus groups that submitted approaching two thousand CIQ responses over two academic years. The aim of utilising the CIQ was for a course tutor to receive additional perspectives on their practice and instant on-event feedback, resulting in identifying whether the learners mimicked the course tutor’s perspective. The findings indicate that the other perspectives gathered from the CIQ provided the course tutor with a greater understanding of their practice and assisted them in becoming more critically reflective. Additionally, some CIQ comments were different from the assumptions of the course tutor, which allowed them to adapt the delivery of the programme. Furthermore, utilising the data from the CIQ has identified that some of the comments students provide to the course tutor in-class do not mimic the comments of the CIQ. Moreover, comments received through the CIQ identify that there are also managerial implications, such as the usefulness and reliability of teaching observations, student induction and exit questionnaires. Utilising a blog format allowed students to submit their responses on a variety of digital devices, but some problems remained similar to Brookfield’s carbon paper-based system. There appears to be a definite place for using the CIQ in FE educational practice, and many best practice recommendations are constructed.

O processo de tratamento de incidentes é o mais adotado pelas empresas, porém, ainda carece de técnicas que possam gerar estimativas assertivas para o tempo de conclusão. Este trabalho atua no estudo de um processo real, por meio de um procedimento de mineração de processos, capaz de descobrir o modelo do processo sob a forma de um sistema de transição anotado e propõe meios automatizados de escolha dos atributos que o descrevam adequadamente, de modo a gerar estimativas realistas sobre o tempo necessário para sua conclusão. A estratégia resultante da aplicação de técnicas de seleção de atributos - filtro e invólucro - é capaz de propiciar a geração de sistemas de transição anotados mais precisos e com algum grau de generalização. A solução apresentada neste trabalho representa uma melhoria na mineração de processos, no contexto específico da criação de sistemas de transição anotados e no seu uso como um gerador de estatísticas para o processo nele modelado / The incident management process is the most widely adopted by companies. However, still lacks techniques that can generate precise estimates for the completion time. This work performs a study in a real incident management process, by means of process mining, able to find out the real process model in the form of annotated transition system and propose automated means for selecting attributes that describe it accordingly, in order to generate realistic estimates of the time to conclusion. The resulting strategy of application feature selection techniques - filter and wrapper - is able to provide generation of more accurate annotated transition systems with some degree of generalization. The solution presented in this paper represents an improvement in process mining on the specific context of creation annotated transition system and its use as a statistics generator for the whole modeled process

O diabetes é considerado uma das doenças crônicas mais prevalentes na atualidade. Para seu tratamento, é necessário que a pessoa incorpore no seu cotidiano dieta, atividade física, automonitorização da glicose sanguínea e, com o passar do tempo, uso de medicamento. Desta forma, é importante o envolvimento da família nesse processo, incentivando a pessoa a aderir aos cuidados necessários. O presente estudo, de natureza descritiva, foi desenvolvido na cidade de Passos-MG, com pessoas matriculadas no Programa de Assistência ao Diabético, com objetivo de analisar a influência do apoio social familiar no cuidado de pessoas com diabetes tipo 2. Os dados foram coletados no período entre 1 de setembro a 30 de dezembro de 2004, de 51 pessoas por meio de entrevista individual, utilizando-se a Técnica do Incidente Crítico para obtenção dos relatos positivos e negativos de eventos que envolveram os familiares, que pudessem estar influenciando no cuidado. Foram utilizados dois instrumentos, sendo o primeiro para a caracterização das pessoas participantes e o segundo para a coleta dos incidentes críticos propriamente ditos. Após análise dos relatos, foram definidas quatro categorias principais: alterações na família/amigos, alterações decorrentes da doença, práticas terapêuticas e alterações salariais/poder aquisitivo. Os relatos positivos se referiram ao apoio da família no cuidado diário, adesão a hábitos saudáveis, confraternizações com familiares/amigos, participação em grupos, entre outros. Os relatos negativos se referiram à falta de apoio da família, discussões e preocupação com familiares, depressão, sentimento de medo e isolamento, desemprego, dentre outros. Viver com diabetes significa ajustar-se a uma complexa reciprocidade entre as relações familiares, emoções, hábitos e controle da glicemia, enfim, mudanças às vezes consideradas drásticas tanto no estilo de vida pessoal quanto familiar. É imprescindível o envolvimento dos profissionais, pessoas com diabetes mellitus e familiares no cuidado. Uma estratégia utilizada é o incentivo à participação em grupos de diabéticos, envolvendo os familiares, o que poderá contribuir para a adesão aos cuidados, visando a prevenção de complicações agudas e crônicas. / Nowadays, diabetes is considered to be one of the most prevailing chronic diseases. Its treatment requires patients to incorporate a diet, physical exercise, selfmonitoring of blood glucose and, over time, use of medication, into their daily reality. This makes it very important to involve families into this process, encouraging patients to adhere to the necessary care. The current study, of descriptive nature, was developed in Passos-MG, Brazil, involving a group of people who were registered in the Diabetic Assistance Program, having as its main objective to analyze the influence of the family’s social support for type 2 diabetes patients. Data were collected from September 1st to December 30th 2004, from 51 participants by means of individual interviews. In this process, the Critical Incident Technique was used in order to obtain positive and negative reports about events involving family members who might have particular aspects of influence on the patient’s care. Two mechanisms were used: the first one for providing the depiction of the participant individuals, and the second one for collecting the critical incidents themselves. After analyzing the reports, four main categories were defined: changes in the family/friends, changes resulting from the disease, treatment procedures and salary/purchasing power changes. The positive reports were related to families’ support in daily care, adherence to healthy habits, gatherings with family members/friends, group participation, among others. Negative reports referred to the lack of family support, argumentation and worries about family members, depression, feelings of fear and isolation, unemployment, among others. Living with diabetes means adapting to a complex reciprocity among family relationships, emotions, habits and glucose control, in short, changes that are sometimes considered as drastic, both in the patient’s and the family’s lifestyle. Therefore, the existence of total commitment and involvement of the related professionals, diabetes mellitus patients and their family members in the process of care becomes essential. One strategy that is used is to encourage the patient on participating in diabetes groups, involving the family members, which can contribute to the adherence to necessary care actions, leading to prevention of acute and chronic complications.

The purpose of this study was to determine the amount of training each sheriff's office requires in North Carolina and if that training includes multiagency exercises designed to mitigate a critical-incident response and identify any concerns from those training events. The study also compared departmental strength (number of sworn officers per agency) with county populations and geographic area of the state the agency is located in with the number of hours required annually by each agency. Finally, each agency was asked if it had participated in a multiagency exercise and a multiagency incident and to identify any issues that occurred within that training or response. This research indicated that over half of the sheriffs' offices had completed mandated training beyond what North Carolina requires. Only slight differences between regions of the state (mountains, piedmont, or coastal plain) were detected as well as slight differences within the county populations. However, it was discovered that the size of a sheriff's office did have significance; larger sheriff's offices often required more training than smaller offices. Sheriff's offices that had experienced multiagency exercises and multiagency incidents were more likely to exceed the North Carolina minimum training requirements as well. Finally, respondents who had participated in either a multiagency exercise or a multiagency incident indicated common problems and concerns within those responses. The reoccurring problems and concerns were; communications, training, and organization or combinations of the three.

Mentorship and previous leadership experiences have been found to serve as factors that contributed to counseling professionals becoming leaders. Historical influences, life philosophy, identity, and resilience also shaped leaders and guided leadership practices. Critical incidents (e.g., difficulties or successes in organizational management or addressing ethical issues); however, are also significant experiences that are considered “a powerful source of counselor development.” To date, researchers have explored critical incidents in counseling graduate students’ training. However, there were no studies that have focused exclusively on the role of critical incident experiences of nationally appointed or elected counselor leaders. Thus, it was not necessarily clear how such incidents contribute to or impede the development of counselor leaders. Therefore, the aim of this grounded theory study was to qualitatively explore critical incidents using the Critical Incident Technique (CIT). The researcher conducted semi-structured interviews to explore experiences that have influenced the counselor leaders’ development, practices, and effectiveness. Findings from this study represent the experiences of fourteen national leaders in the counseling profession. The present study contributes to the growing literature on counseling leadership and counseling leadership development. Specifically, the Model of Counselor Leaders’ Development and Meaning Making of Significant Experiences (MCLD) seeks to explain counselor leaders’ experiences in leadership. The overall premise of this model is that the following five components are interconnected and ultimately lead to outcomes within the organization and with the leaders’ own growth and development: Personal Factors, Professional Factors, Culture and Climate of Organization, Leader’s Knowledge and Skills, and Decision-Making and Problem-Solving.

Arc flash is one of the two primary hazards encountered by workers near electrical equipment. Most applications where arc flash may be encountered are alternating current (AC) electrical systems. However, direct current (DC) electrical systems are becoming increasingly prevalent with industries implementing more renewable energy sources and energy storage devices. Little research has been performed with respect to arc flash hazards posed by DC electrical systems, particularly energy storage devices. Furthermore, current standards for performing arc flash calculations do not provide sufficient guidance when working in DC applications. IEEE 1584-2002 does not provide recommendations for DC electrical systems. NFPA 70E provides recommendations based on conservative theoretical models, which may result in excessive personal protective equipment (PPE). Arc flash calculations seek to quantify incident energy, which quantifies the amount of thermal energy that a worker may be exposed to at some working distance. This thesis assesses arc flash hazards within a substation backup battery system. In addition, empirical data collected via a series of tests utilizing retired station batteries is presented. Lastly, a predictive model for determining incident energy is proposed, based on collected data.

This thesis explores three aspects of the relationship between U.S. news media and the Chinese pro-democracy movement in 1989. These three aspects are: How much attention did u.s. newspapers give to the Chinese pro-democracy movement in 1989? How did u.s. newspapers portray the power struggle in the Chinese government during the time when the Chinese pro-democracy movement took place? Has there been any change in the image of China during and after the Chinese pro-democracy movement in 1989? Research data are drawn from the following three U.S. newspapers: The New York Times, Washington Post, and Los Angeles Times. Content analysis is adopted as the research method in this study. This research method is carried out in three parts targeting the three research questions mentioned above. The first part shows the total front-page space and number of news stories in the three u.s. newspapers. The front-page space and number of news stories in each newspaper is utilized to measure the degree of attention that each newspaper gave to the Chinese pro-democracy movement in 1989. The second part illustrates the power struggle in the Chinese government. Top Chinese officials are presented as either losing or gaining power based on the treatment they received from the three u.s. newspapers. The third part demonstrates the change in the image of China during and after the Chinese pro-democracy movement in 1989. Both positive and negative changes in the image of China are determined by the use of ideological and non-ideological symbolic representations of China in news stories. Research findings on the first research question show that both front-page space and number of news stories related to events in China increased dramatically in all three u.s. newspapers. Research findings on the power struggle in the Chinese government showed that, in general, all three u.s. newspapers viewed the three top Chinese officials as losing power before military troops were used to control the situation in Beijing on June 4, 1989. Finally, research findings showed a negative change in the image of China during and the Chinese pro-democracy movement, especially after the Chinese government regained control of Tiananmen Square by using military force on June 4, 1989. Implications for future research in mass communication are discussed and, finally, the thesis concludes with suggestions for further research in mass media and communication.

The U.S. government is responsible for protecting the country's energy and technology infrastructure. Critics argue the United States has failed to prepare, protect and respond to incidents involving the national electric grid leaving communities vulnerable to prolonged power outages. Protection of investor owned utilities' critical infrastructure is vulnerable to cyber and physical harm from the absence of criminalizing the intrusion of private sector computer networks, the lack of cybersecurity threats in emergency management, and the absence of cyber-intelligent leadership supports this argument. The purpose of this study was to introduce an electric grid protection theoretical concept, while identifying whether cybersecurity law and emergency management, amongst the investor-owned utility community, has an optimized relationship for protecting the national electric grid from harm. Easton's political system input/output model, Sommestad's cybersecurity theory, and Mitroff's crisis management theory provided the theoretical foundations for this study. The study utilized a mixed method research design that incorporated a Likert collection survey and combined quantitative chi-square and qualitative analysis. The key findings identified that cybersecurity law and the use of emergency management in the electric grid protection theory were not optimized to protect the national electric grid from harm. The recommendations of this study included the optimization of the theory elements through educational outreach and amending administrative cybersecurity law to improve the protection of the national electric grid and positively impacting social change by safeguarding the delivery of reliable electric energy to the millions of Americans who depend upon it.

Disasters, emergencies, incidents, and major incidents - they all come back to the same thing regardless of what they are called. The common denominator is that there is loss of life, injury to people and animals and damage and destruction of property. The management of such events relies on four phases: 1. Prevention 2. Preparation 3. Response 4. Recovery Each of these phases is managed in a different way and often by different teams. Here, concentration has been given to phases 2 and 3, with particular emphasis on phase 3, Response. The words used to describe such events are often related to legislation. The terminology is detailed later. However, whatever the description, whenever prevention is not possible, or fails, then the need is to respond. Response is always better when the responders are prepared. Training is a major part of response preparation and this book is designed to assist those in the health industry who need to be ready when something happens. One of the training packages for responders is the Major Incident Medical Management and Support (MIMMS) Course and this work was designed to supplement the manual prepared by Hodgetts and Macway-Jones(87) in the UK. Included is what the health services responder, who may be sent to an event in which the main concern is trauma, should know. Concentration is on the initial response and does not deal in any detail with hospital reaction, the public health aspects, or the mental health support that provides psychological help to victims and responders, and which are also essential parts of disaster management. People, in times of disaster, have always been quick to offer assistance. It is now well recognised however, that the 'enthusiastic amateur', whilst being a well meaning volunteer, isn't always what is needed. All too often such people have made things worse and have sometimes ended up as victims themselves. There is a place now for volunteers and there probably always will be. The big difference is that these people must be well informed, well trained and well practiced if they are to be effective. Fortunately such people and organisations do exist. Without the work of the St John Ambulance, the State Emergency Service, the Rural Fire Service the Red Cross and the Volunteer Rescue Association, to mention only a few, our response to disasters would be far less effective. There is a strong history of individuals being available to help the community in times of crisis. Mostly these people were volunteers but there has also always been the need for a core of professional support. In the recent past, professional support mechanisms have been developed from lessons learned, particularly to situations that need a rapid and well organised response. As lessons are learned from an analysis of events, philosophy and methods have changed. Our present system is not perfect and perhaps never will be. The need for an 'all-hazards approach' makes detailed planning very difficult and so there will probably always be criticisms about the way an event was handled. Hindsight is a wonderful thing, provided we learn from it. That means that this text is certainly not the 'last word' and revisions as we learn from experience will be inevitable. Because the author works primarily in New South Wales, many of the explanations and examples are specific to that state. In Australia disaster response is a State, rather than a Commonwealth, responsibility and consequently, and inevitably, there are differences in management between the states and territories within Australia. With the influence of Emergency Management Australia, these differences are being reduced. This means that across state and territory boundaries, assistance is common and interstate teams can be deployed and assimilated into the response rapidly, safely, effectively and with minimum explanation. This text sets out to increase the understanding of what is required, what is in place and how the processes of response are managed. By way of introduction and background, examples are given of those situations that have occurred, or could happen. Man Made Disasters has been divided into two distinct sections. Those which are related to structures or transport and those related directly to people. The first section, Chapter 3, includes: • Transport accidents involving land, rail, sea or air vehicles. • Collapse of buildings for reasons other than earthquakes or storms. • Industrial accidents, including the release of hazardous substances and nuclear events. A second section dealing with the consequences of the direct actions of people is separated as Chapter 4, entitled 'People Disasters'. Included are: • Crowd incidents involving sports and entertainment venues. • Terrorism From Chapter 4 on, the emphasis is on the Response phase and deals with organisation and response techniques in detail. Finally there is a section on terminology and abbreviations. An appendix details a typical disaster pack content. War, the greatest of all man made disasters is not considered in this text.