Made available in DSpace on 2016-08-10T10:40:17Z (GMT). No. of bitstreams: 1 RONAN DA SILVA BUCAR.pdf: 2082408 bytes, checksum: 052986812b2303e4527290efa2c31d99 (MD5) Previous issue date: 2012-09-14 / The service sector has been the subject of many studies due to its expansive growth in terms of markets, and billing for its real renewal capacity and propensity for innovation. The automotive industry has aggregated various activities in its supply chain, dedicated to services, meeting every demand. Specifically with respect to the resale of vehicles, the aftermarket sector concessionaire has an important function in maintaining the customer relationship in the character of brand loyalty through service and zeal in service. Activities in concessions need to provide this type of service with maximum efficiency while maintaining the standard set by the automaker, so that conglomerates formed by groups with multiple units need to monitor their standards, and promote change as consistently as possible, that is critical to ensure continued market. In this context, this paper proposes to discuss issues incipient national literature, studying the processes of inputs and outputs of five units providing after sales service for a grant, applying the methodology DEA - Data Analisys Envelopement. The DEA is a nonparametric method based on linear programming and allows calculation of efficiency by comparison of decision-making units. The efficiencies of workshops on post sales were calculated assuming scenarios of interest, then to discuss best practices in an internal benchmarking, where the results were pointed efficient units, and targets needed to guide management in order to maximize the goals and design standards. Further work gathered information services and technical data for the application and use of the DEA, the results confirm that there was little more than 5% of the box were efficient, and such evidence contributed to the proposed methodology for measuring efficiency industry sales and after sales of automobiles is applicable as a tool for management of such business. / O setor de serviços tem sido alvo de diversos estudos devido ao seu crescimento expansivo em termos de mercados, faturamento e pela sua real capacidade de renovação e propensão a inovações. A indústria automotiva possui diversas atividades agregadas em sua cadeia produtiva, que se dedicam a prestações de serviços, atendendo toda uma demanda. Especificamente no que se refere à revenda de veículos, o setor de pós-vendas de uma concessionária tem função importante na manutenção da relação do cliente em caráter de fidelização à marca através do atendimento e do zelo no serviço prestado. Atividades em concessões necessitam prestar esse tipo de serviço com o máximo de eficiência, mantendo o padrão estipulado pela montadora, de modo que conglomerados de empresas formados por grupos com várias unidades necessitam monitorar seus padrões, bem como promover alterações da forma mais consistente possível, o que é determinante para garantir a permanência no mercado. Nesse contexto, este trabalho propõe-se a discutir temas ainda incipientes na literatura nacional, estudando os processos de entradas e saídas de cinco unidades prestadoras de serviço de pós-vendas em uma concessão, aplicando a metodologia DEA - Data Envelopement Analisys. A DEA é um método não paramétrico baseado em programação linear e que permite o cálculo da eficiência pela comparação entre unidades tomadoras de decisão. As eficiências das oficinas no pós-vendas foram calculadas considerando cenários de interesse, para em seguida discutir as melhores práticas em um benchmarking interno, onde nos resultados foram apontadas as unidades eficientes, e metas necessárias para orientação da gestão no intuito de maximizar os objetivos e conceber padrões. Além disso o trabalho reuniu informações de serviços, bem como dados técnicos para aplicação e utilização da DEA, nos resultados houve confirmação de que pouco mais de 5% dos boxes eram eficientes, e tais evidencias contribuíram para que a metodologia proposta para mensuração de eficiência no setor de vendas e pós-vendas de automóveis seja aplicável como ferramenta de gestão de tais negócios.

Poorly written requirements are a common source of software defects. In application areas like space systems, the cost of malfunctioning software can be very high. This way, assessing the quality of software requirements before coding is of utmost importance. This work proposes a systematic procedure for assessing software requirements for space systems that adopt the European Cooperation for Space Standardization (ECSS) standards. The main goal is to provide a low-cost, easy-to-use benchmarking procedure that can be applied during the software requirements review to guarantee that the requirements specifications comply with the ECSS standards, as well as they do not have any one of the most frequent errors on this kind of document. The benchmark includes three checklists that are composed of a set of questions to be applied to the requirements specification: the first is based directly on the ECSS Packet Utilization Standard (PUS), the second one is based on the Conformance and Fault Injection (CoFI) methodology, and the last one is based on a field study about the most common real errors found in software requirements specification of space applications. The goal of the field study is to understand and characterize the most frequent types of requirement problems in this critical application domain. The results of the study are also used to propose a set of operators that define how to inject realistic errors in requirement documents. The benchmark is applied to software requirements specifications of three projects (one academic project and two industrial space projects) for two of the services described in the PUS by seven specialists. The obtained results were compared and discussed.

Acomodar adequadamente uma população urbana crescente terá implicações maiores não só para a indústria da construção, empregos e habitação, mas também para a infraestrutura associada, incluindo transporte, energia, água e espaços abertos ou verdes. Limitações da infraestrutura geralmente incluem o envelhecimento, subutilização e inadequação, assim como uma ausência de integração das estratégias de planejamento, projeto e gestão para o desenvolvimento futuro da cidade, em cenários de longo prazo. A exemplo do retrofit de edifícios, em que as intervenções ocorrem no âmbito do edifício isolado e seus sistemas constituintes, o retrofit urbano pode ser entendido como um conjunto de intervenções urbanas com vistas não somente à adequação da área urbana para atingir a sustentabilidade no momento presente, frente a problemas e demandas atuais, mas vislumbra a adequação para população e demandas futuras, fazendo a transição da situação atual da cidade para sua visão de futuro. Esta transição, o retrofit urbano em si, apresenta caráter abrangente e de larga escala, natureza integrada e deve ser mensurado por meio de indicadores e metas claramente definidos para monitoramento. Portanto, esta tese apresenta um método para implementação de retrofit urbano, na escala de cidades, para auxiliar a definição de metas de longo prazo e a tomada de decisão em processos de planejamento urbano. Utilizando as metas dos ODS - Objetivos de Desenvolvimento Sustentável, os \"indicadores de serviços urbanos e qualidade de vida\" da NBR ISO 37120:2017 (ABNT, 2017a), análise de tendência por Média Móvel Simples e benchmarking por análise de agrupamento (clustering), o resultado é um painel visual (dashboard), adaptável e flexível, passível de agregações e filtros, tais como: seções e temas da ISO 37120, classificação de indicadores, diferentes escalas temporais e espaciais, entre outras. O dashboard é interativo e amigável, traz informações e resultados desta pesquisa e pode ser totalmente acessado em https://bit.ly/2EDnZ4J. Sorocaba, município de grande porte do Estado de São Paulo, é utilizada como estudo de caso, evidenciando os desafios e oportunidades gerados pelo rápido crescimento populacional e auxiliando a priorizar intervenções de retrofit para o desenvolvimento urbano na direção de cenários futuros. / Accommodating growing populations in cities will have major implications not only for employment, housing and the construction industry, but also for urban infrastructure including transportation, energy, water and open or green space. Infrastructure constraints currently include ageing, underutilized and inadequate existing built environment, as well as a lack of integration in planning, design and management strategies for future infrastructure development in long-term scenarios. As building retrofit, which interventions take place in isolated buildings and their constituting systems performance, urban retrofitting can be understood as a set of interventions designed to upgrade and sustain an urban area by providing a long-term practical response to its current problems and pressures. Such interventions must take into account the future population´s needs by ensuring that the present urban infrastructure provides a firm basis for launching and achieving a city\'s ambitions for the future. One of the main requirements for urban retrofitting is a clearly defined set of goals and metrics for monitoring purposes. This thesis presents a method for urban retrofit implementation at city scale using a visual tool to support decision-making and urban planning processes. Using Sustainable Development Goals (SDGs) targets, the 100 ISO 37120:2014 \'indicators for city services and quality of life\', Simple Moving Averages (SMA) trend analysis, clustering and city benchmarking, this method proposes creating an adaptative and flexible dashboard, that could aggregate and filter data, such as: ISO 37120 sections, indicators classification, time and spatial levels, etc. The resulting dashboard is interactive and friendly, and can be fully accessed in https://bit.ly/2EDnZ4J. We use Sorocaba, a medium sized, well-located city in São Paulo State in Brazil, as a case study, focusing on the challenges and opportunities arising from exceptional urban population growth, and ranking key retrofit interventions in Sorocaba as possible forerunners of future urban development scenarios.

Submitted by Mariana Dornelles Vargas (marianadv) on 2015-05-20T20:02:51Z No. of bitstreams: 1 avaliacao_longitudinal.pdf: 2297171 bytes, checksum: 2447a0efdc5e940062b85b94a7e8e674 (MD5) / Made available in DSpace on 2015-05-20T20:02:51Z (GMT). No. of bitstreams: 1 avaliacao_longitudinal.pdf: 2297171 bytes, checksum: 2447a0efdc5e940062b85b94a7e8e674 (MD5) Previous issue date: 2012 / Nenhuma / A busca da melhoria contínua é palavra de ordem em organizações de alto desempenho. Através do processo de melhoria contínua, busca-se aumentar o desempenho produtivo e organizacional com foco em melhores resultados para o negócio. Os processos de melhoria passam tanto por atividades de rotinas operacionais e organizacionais, quanto por mudanças de tecnologia que alteram significativamente a maneira de fazer as coisas. Essas mudanças podem ser tanto em atividades produtivas quanto em atividades administrativas. As mudanças tecnológicas devem ocorrer preferencialmente quando se esgotaram as possibilidades de melhorias nas rotinas, visto que mudanças tecnológicas demandam recursos financeiros, materiais e humanos. Após realizadas as mudanças tecnológicas, os resultados devem ser medidos para avaliar a efetividade da mudança, bem como os processos de melhoria devem ser monitorados para assegurar o caminho na direção de elevação das fronteiras de eficiência. E analisar esses aspectos de maneira integrada, considerando vários critérios simultaneamente é a que este trabalho se propõem. Para analisar os aspectos de melhorias contínuas e mudanças tecnológicas temporalmente, utilizou-se uma abordagem não paramétrica baseada na análise envoltória de dados (DEA), combinada com o índice de Malmquist aplicado a uma indústria petroquímica de segunda geração. Foram analisadas as campanhas de diferentes produtos visando identificar as mudanças de eficiência e suas possíveis origens. Como resultados observou-se que o processo de aprendizado e melhoria contínua não é observado em todos os períodos de análise e que as mudanças técnológicas nem sempre apresentam resultados positivos em termos de eficiência. / The continuous improvement is a very important watchword in high performance organizations, through the continuous improvement process is sought to increase organizational performance focusing on better business outcomes. The Improvement processes pass since operational routine and organizational activities, up to significantly changes about the way of doing things, these changes can be either productive or administrative activities. The technological changes should be applied preferentially when do not have possibilities of improve the routines, because technological changes require financial, material and human resources. After technological changes implemented the results need to be measured to analyze the change effectiveness and the improvement processes should be monitored to ensure the path toward increased border efficiency. And analyze these aspects in an integrated way, considering several criteria simultaneously is what this work propose. To analyze continuous improvement aspects and technological change temporarily used a non-parametric approach based on data envelopment analysis (DEA), combined with the Malmquist index applied to a petrochemical industry. Was analyzed the campaigns of different products to identify the changes in efficiency and its possible origins. The results showed that the learning process and continuous improvement is not observed in all analyzed periods and that technological changes do not always have positive outcomes in terms of efficiency .

Acomodar adequadamente uma população urbana crescente terá implicações maiores não só para a indústria da construção, empregos e habitação, mas também para a infraestrutura associada, incluindo transporte, energia, água e espaços abertos ou verdes. Limitações da infraestrutura geralmente incluem o envelhecimento, subutilização e inadequação, assim como uma ausência de integração das estratégias de planejamento, projeto e gestão para o desenvolvimento futuro da cidade, em cenários de longo prazo. A exemplo do retrofit de edifícios, em que as intervenções ocorrem no âmbito do edifício isolado e seus sistemas constituintes, o retrofit urbano pode ser entendido como um conjunto de intervenções urbanas com vistas não somente à adequação da área urbana para atingir a sustentabilidade no momento presente, frente a problemas e demandas atuais, mas vislumbra a adequação para população e demandas futuras, fazendo a transição da situação atual da cidade para sua visão de futuro. Esta transição, o retrofit urbano em si, apresenta caráter abrangente e de larga escala, natureza integrada e deve ser mensurado por meio de indicadores e metas claramente definidos para monitoramento. Portanto, esta tese apresenta um método para implementação de retrofit urbano, na escala de cidades, para auxiliar a definição de metas de longo prazo e a tomada de decisão em processos de planejamento urbano. Utilizando as metas dos ODS - Objetivos de Desenvolvimento Sustentável, os \"indicadores de serviços urbanos e qualidade de vida\" da NBR ISO 37120:2017 (ABNT, 2017a), análise de tendência por Média Móvel Simples e benchmarking por análise de agrupamento (clustering), o resultado é um painel visual (dashboard), adaptável e flexível, passível de agregações e filtros, tais como: seções e temas da ISO 37120, classificação de indicadores, diferentes escalas temporais e espaciais, entre outras. O dashboard é interativo e amigável, traz informações e resultados desta pesquisa e pode ser totalmente acessado em https://bit.ly/2EDnZ4J. Sorocaba, município de grande porte do Estado de São Paulo, é utilizada como estudo de caso, evidenciando os desafios e oportunidades gerados pelo rápido crescimento populacional e auxiliando a priorizar intervenções de retrofit para o desenvolvimento urbano na direção de cenários futuros. / Accommodating growing populations in cities will have major implications not only for employment, housing and the construction industry, but also for urban infrastructure including transportation, energy, water and open or green space. Infrastructure constraints currently include ageing, underutilized and inadequate existing built environment, as well as a lack of integration in planning, design and management strategies for future infrastructure development in long-term scenarios. As building retrofit, which interventions take place in isolated buildings and their constituting systems performance, urban retrofitting can be understood as a set of interventions designed to upgrade and sustain an urban area by providing a long-term practical response to its current problems and pressures. Such interventions must take into account the future population´s needs by ensuring that the present urban infrastructure provides a firm basis for launching and achieving a city\'s ambitions for the future. One of the main requirements for urban retrofitting is a clearly defined set of goals and metrics for monitoring purposes. This thesis presents a method for urban retrofit implementation at city scale using a visual tool to support decision-making and urban planning processes. Using Sustainable Development Goals (SDGs) targets, the 100 ISO 37120:2014 \'indicators for city services and quality of life\', Simple Moving Averages (SMA) trend analysis, clustering and city benchmarking, this method proposes creating an adaptative and flexible dashboard, that could aggregate and filter data, such as: ISO 37120 sections, indicators classification, time and spatial levels, etc. The resulting dashboard is interactive and friendly, and can be fully accessed in https://bit.ly/2EDnZ4J. We use Sorocaba, a medium sized, well-located city in São Paulo State in Brazil, as a case study, focusing on the challenges and opportunities arising from exceptional urban population growth, and ranking key retrofit interventions in Sorocaba as possible forerunners of future urban development scenarios.

Nous postulons que la destination touristique, objet de recherche de ce travail, est un système complexe d’éléments en interaction qui se doit d’être commercialisée et gérée. Ainsi, pour maintenir sa compétitivité et son attractivité dans un environnement concurrentiel fort, les Organismes de Gestion de la Destination (OGD) et les professionnels du secteur se doivent d’adopter des stratégies opérationnelles et des outils d’aide à la décision. Cette recherche consiste à analyser la performance, principalement via l’efficience, de la destination touristique, afin de distinguer les meilleures pratiques observables (« benchmarks » ou points de comparaison) et d’apporter des recommandations managériales aux décideurs. À travers divers acteurs et échelles du territoire touristique français, nous tentons de soulever plusieurs questions de recherche liées à l’optimisation de la performance, problématique centrale en sciences de gestion. Les principaux enjeux de ce travail résident dans la valorisation de méthodes quantitatives d’aide à la décision destinéesau management du tourisme. / We postulate that tourism destination, which is the research subject of this study, is a complex system of interacting elements. Tourism Destination has to be marketed and managed. Thus, to maintain its position and attractiveness in a highly competitive environment, the Destination Management Organization (DMO) and professionals have to adopt operational strategies and tools for decision-making. The purpose of this thesis is to analyse the performance, mainly through efficiency, of the tourism destination in order to identify the best practices (benchmarks) and provide managerial recommendations to decision makers. Through various actors and different scales of the French territory, we intend to raise several issues related to performance optimization, a core research problem in management. The main purposes of this thesis lie in the use of decision-making with quantitative methods for tourism management.

This study proposes a performance comparison between two Java applications with two different programming approaches, machine learning, and traditional programming. A case where both machine learning and traditional programming can be applied is a classification problem with numeric values. The data is heart disease dataset since heart disease is the leading cause of death in the USA. Performance analysis of both applications is carried to state the differences in four main points; the development time for each application, code complexity, and time complexity of the implemented algorithms, the classification accuracy results, and the resource consumption of each application. The machine learning Java application is built with the help of WEKA library and using its NaiveBayes class to build the model and evaluate its accuracy. While the traditional programming Java application is built with the help of a cardiologist as an expert in the field of the problem to identify the injury indications values. The findings of this study are that the traditional programming application scored better performance results in development time, code complexity, and resource consumption. It scored a classification accuracy of 80.2% while the Naive Bayes algorithms in the machine learning application scored an accuracy of 85.51% but on the expense of high resource consumption and execution time.

The objective of this research is to empirically assess the value and validity of a multi-organization data set in the building of prediction models for several ‘local’ software organizations; that is, smaller organizations that might have a few project records but that are interested in improving their ability to accurately predict software project effort. Evidence to date in the research literature is mixed, due not to problems with the underlying research ideas but with limitations in the analytical processes employed: • the majority of previous studies have used only a single organization as the ‘local’ sample, introducing the potential for bias • the degree to which the conclusions of these studies might apply more generally is unable to be determined because of a lack of transparency in the data analysis processes used. It is the aim of this research to provide a more robust and visible test of the utility of the largest multi-organization data set currently available – that from the ISBSG – in terms of enabling smaller-scale organizations to build relevant and accurate models for project-level effort prediction. Stepwise regression is employed to enable the construction of ‘local’, ‘global’ and ‘refined global’ models of effort that are then validated against actual project data from eight organizations. The results indicate that local data, that is, data collected for a single organization, is almost always more effective as a basis for the construction of a predictive model than data sourced from a global repository. That said, the accuracy of the models produced from the global data set, while worse than that achieved with local data, may be sufficiently accurate in the absence of reliable local data – an issue that could be investigated in future research. The study concludes with recommendations for both software engineering practice – in setting out a more dynamic scenario for the management of software development – and research – in terms of implications for the collection and analysis of software engineering data.

Dans les établissements de santé, la stérilisation des dispositifs médicaux occupe une place primordiale dans la lutte contre l'infection. On appelle dispositif médical un instrument de chirurgie ou d'exploration utilisé lors d'une intervention ou d'un examen. Dans cette thèse nous étudions et proposons des améliorations de l'organisation de la production de dispositifs médicaux stériles en appliquant au milieu hospitalier des méthodes habituellement utilisées pour évaluer et améliorer les performances de systèmes de production industriels. Nous avons construit un modèle de simulation spécifique représentant le service de stérilisation du Centre Hospitalier Privé Saint Martin de Caen. Nous montrons les améliorations que nous avons pu obtenir en modifiant certains points de l'organisation. Par la suite nous avons cherché à dégager les spécificités des services de stérilisation de plusieurs établissements hospitaliers, dans le but d'effectuer une comparaison des différents types d'organisation et d'identifier les services les plus performants. Cette comparaison, réalisée à partir de données issues d'une enquête menée auprès d'établissements de la région Rhône-Alpes, repose sur des ratios de comparaison, sur la méthode DEA (Data Envelopment Analysis) et sur un modèle générique de simulation que nous avons élaboré. Dans cette thèse, nous proposons également des pistes pour analyser un service de stérilisation générique en utilisant des méthodes analytiques stochastiques. Nous commençons par dresser un état de l'art sur l'utilisation de modèles stochastiques analytiques pour l'analyse de systèmes de production de soins, puis nous étudions la possibilité d'utiliser une méthode analytique pour analyser notre modèle générique d'un service de stérilisation. Une modélisation par réseau de files d'attente du modèle générique est enfin présentée.

Dans les établissements de santé, la stérilisation des dispositifs médicaux occupe une place primordiale dans la lutte contre l'infection. On appelle dispositif médical un instrument de chirurgie ou d'exploration utilisé lors d'une intervention ou d'un examen. Dans cette thèse nous étudions et proposons des améliorations de l'organisation de la production de dispositifs médicaux stériles en appliquant au milieu hospitalier des méthodes habituellement utilisées pour évaluer et améliorer les performances de systèmes de production industriels. Nous avons construit un modèle de simulation spécifique représentant le service de stérilisation du Centre Hospitalier Privé Saint Martin de Caen. Nous montrons les améliorations que nous avons pu obtenir en modifiant certains points de l'organisation. Par la suite nous avons cherché à dégager les spécificités des services de stérilisation de plusieurs établissements hospitaliers, dans le but d'effectuer une comparaison des différents types d'organisation et d'identifier les services les plus performants. Cette comparaison, réalisée à partir de données issues d'une enquête menée auprès d'établissements de la région Rhône-Alpes, repose sur des ratios de comparaison, sur la méthode DEA (Data Envelopment Analysis) et sur un modèle générique de simulation que nous avons élaboré. Dans cette thèse, nous proposons également des pistes pour analyser un service de stérilisation générique en utilisant des méthodes analytiques stochastiques. Nous commençons par dresser un état de l'art sur l'utilisation de modèles stochastiques analytiques pour l'analyse de systèmes de production de soins, puis nous étudions la possibilité d'utiliser une méthode analytique pour analyser notre modèle générique d'un service de stérilisation. Une modélisation par réseau de files d'attente du modèle générique est enfin présentée.