Division is everywhere in our culture. We are divided by races, economic level, political affiliations, religion, nationality, and the list goes on, and on. Everywhere we turn we are faced with things that divide us, but we are rarely brought together. There are very few things in the world that allow us to set aside our differences and come together. Unfortunately public housing complexes in the U.S. have far too often served as a dividing factor in our society. As many public housing complexes have become synonymous with violence, neglect, and criminal activity, residents have been forced to avoid the public spaces, allowing them to become deserted community wastelands. But we can reverse the trend. This thesis will show that by creating spaces that encourage interaction between people, such as community centers, public parks, and retail nodes, we can begin to restore social housing complexes. By removing some of the barriers from our society we can help people reconnect with their neighbors and become more involved with their communities. This thesis will show that the removal of barriers from our public life also highlights the importance of reinforcing barriers in our private lives. This thesis will also demonstrate that bringing together different groups can not be accomplished by a single building but is most effective when accomplished by a group of buildings working in conjunction with each other. This thesis will show that careful planning and architecture can serve as the catalyst for bringing together people and communities. / Master of Architecture

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The “Rose Herbert Community Center” is the culmination of a project questioning how a building can be restored to its original integrity when its initial function has become extinct. This thesis considers the Broad Street Station in Richmond, Virginia and explores the options and implications of returning the building to a hub of interaction within the community. Concepts such as functionally malleable spaces, the transition from a very public environment to a more private area, and the creation of intentional interaction versus coexistence are explored.

O objetivo fundamental deste trabalho foi buscar uma melhor compreensão sobre o fenômeno da inovação nas empresas de serviços onde o Call Center é empregado como a principal forma de interação empresa/usuário. Desta forma procurou-se identificar as possíveis contribuições do Call Center para os esforços voltados à inovação. Procurou-se seguir uma linha de abordagem segundo a qual, para se estudar e compreender o funcionamento do processo inovativo nas empresas, se faz necessário um estudo com maior profundidade nas organizações, investigando, por exemplo, como ocorreram - em detalhes - as inovações. Para essa finalidade foram conduzidos estudos de casos em cinco diferentes organizações de serviços. Para se analisar o papel do Call Center no processo inovativo foi desenvolvida e aplicada nos casos uma estrutura de análise composta por diferentes características de um Call Center, a saber: tipos de indicadores de desempenho; integração vertical/horizontal; qualificação e remuneração dos operadores; e empregos de scripts. A aplicação da estrutura de análise nos casos revelou que as empresas empregam diferentes modelos de Call Center a partir de estratégias distintas. Houve casos onde as empresas optaram por não utilizar o Call Center incorporado ao seu processo inovativo, mesmo que ele representasse um canal de interação importante com o usuário, o que em tese, serviria como fonte de idéias a serem utilizadas como fonte de inovação. Por outro lado, houve casos onde o Call Center desempenhou um papel relevante dentro do processo inovativo, como nos casos das inovações da Assistência Técnica Domiciliar da empresa Beta ou do Controle Remoto Infantil da empresa Delta. Os casos analisados mostraram também que a estratégia de não incorporar o Call Center no processo inovativo está fortemente associada a uma visão segundo a qual ele representa um Centro de Custo (onde são perseguidas medidas para a sua minimização) em contraposição a um Centro de Resultados, isto é, parte integrante de um processo estruturado intencionalmente para gerar inovação. / The main objective of this thesis is to improve the understanding of the phenomenon of the innovation in service companies where the Call Center is the principal means of interaction between the enterprise and its customers. This paper also describes the possible contributions of the Call Center area in all innovation processes. It focuses on the idea that in order to study and understand how the innovation process takes place, a more in depth study of these companies was required. A number of case studies were conducted in five different service enterprises. A structure analysis, composed of different types of performance indicators such as vertical/horizontal integration; operator qualification and wages; and different uses of scripts, was developed in order to analyze the role of a Call Center in the innovative process. The application of the structure analysis in the enterprises which were studied showed that they adopt different Call Center models based on distinct strategies. There were cases where enterprises clearly chose not to make use of a Call Center in their innovative process, even though it could represent an important interaction channel with users and at the same time serve as a means to collect ideas to be used as a source of innovation. In others the results showed that the strategy of not incorporating a Call Center in the innovative process is strongly associated to the belief that it represents a Cost Center rather than a Result Center where it is part of an intentional structured process for innovation. On the other hand, there were enterprises where the Call Center played a major role within the innovative process as in the case of developing innovation for domestic technical assistance of Beta enterprise or Childrens remote control of Delta enterprise.

CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / Conselho Nacional de Desenvolvimento CientÃfico e TecnolÃgico / Esta tese à continuidade do percurso durante o Mestrado em Psicologia da Universidade Federal do CearÃ, quando foi realizada uma pesquisa sobre a problemÃtica da LER/DORT1 no call center que resultou na dissertaÃÃo da pesquisadora, cujo tÃtulo à âO trabalho do atendente de call center â adoecimento por LER/DORT e descartabilidadeâ. Durante o percurso da dissertaÃÃo a questÃo da identidade chamou a atenÃÃo. O trabalho realizado era considerado como âtrampolimâ enquanto terminavam o ensino superior, jà que, muitos findam por nÃo concluÃrem o ensino superior e, diante dessa realidade, resta continuar como atendente ou buscar outra ocupaÃÃo que nÃo exija a formaÃÃo superior. O objetivo desta tese Ã, portanto, compreender como os atendentes constroem uma identidade laboral/profissional a partir de um trabalho precÃrio, fragmentado, rotinizado. Para alcanÃar esse objetivo maior, serà relevante considerar o processo de formaÃÃo do atendente, ou seja, apreender os processos de aprendizagens que ocorrem no call center e como o trabalho reforÃa essas aprendizagens. A tese està dividida em trÃs grandes blocos, sendo o primeiro o quadro teÃrico que irà explorar o contexto histÃrico do call center e as mudanÃas laborais, a formaÃÃo humana e a identidade. Em seguida, os procedimentos metodolÃgicos. Trata-se de uma pesquisa qualitativa, sendo a entrevista semi-estruturada o instrumento de coleta de dados predominante e anÃlise de conteÃdo temÃtica a ferramenta que possibilitou a anÃlise. E por fim, um conjunto de dados que foram discutidos. Os atendentes identificam que nÃo se pode pensar numa carreira no call center, mas que, apesar disso, podem adquirir uma âpreparaÃÃoâ para o mercado laboral e tal fato à visto como positivo. Dentre os elementos que colaboram na construÃÃo da identidade, à possÃvel destacar as aprendizagens adquiridas e o consumo como dimensÃes que ajudam a organizar um sentido biogrÃfico porque esses aspectos nÃo fazem parte do exercÃcio intrÃnseco ao trabalho, mas de alguma maneira o atendente leva consigo: a âpreparaÃÃoâ para o mercado e o estilo de vida artificialmente criado por meio da aquisiÃÃo de bens e produtos que oferecem certo sentido e tambÃm ajudam a mantÃ-lo trabalhando. O atendente constrÃi uma identidade provisÃria, sendo que as aprendizagens adquiridas no trabalho contribuem para uma organizaÃÃo de uma postura profissional dentro dos moldes da superficialidade, da adaptaÃÃo e da readaptaÃÃo aos diferentes contextos, da persuasÃo e da capacidade de negociar que estÃo bem antenados com os valores da modernidade tardia que à marcada pelas estratÃgias de enfrentamento individuais, pela efemeridade e pela provisoriedade. / Esta tesis es la continuidad del camino durante la MaestrÃa en PsicologÃa en la Universidad Federal de CearÃ, cuando fue realizada una bÃsqueda sobre el problema de la LER/DORT [1] en el centro de atenciÃn telefÃnica que dio lugar a la tesis de la investigadora, titulado "El trabajo de recepcionista centro de llamadas - enfermedad de LER/DORT y desechabilidadâ. Durante el hacer de del trabajo la cuestiÃn de la identidad me llamà la atenciÃn. La obra fue considerada como un "trampolÃn", en cuanto terminaba la enseÃanza superior, ya que muchos dejan por no haber terminado la educaciÃn superior y, dada esta realidad, ven como salida trabajar como recepcionista del centro de llamadas o buscar otra ocupaciÃn que no requiere la educaciÃn superior. Por tanto, el objetivo de esta tesis es comprender cÃmo los asistentes a construir una identidad laboral / profesional de un precario, fragmentado y rutinario trabajo. Para lograr este importante objetivo, serà importante tener en cuenta el proceso de formaciÃn de la operadora, o para comprender los procesos de aprendizaje que se producen en el centro de llamadas y cÃmo el trabajo mejora su aprendizaje. La tesis se estructura en tres grandes bloques, el primero es el marco teÃrico que explorarà el contexto histÃrico del centro de llamadas y los cambios industriales, el desarrollo humano y la identidad. En segundo lugar, los procedimientos metodolÃgicos. Se trata de una investigaciÃn cualitativa, con el instrumento de entrevista semi-estructurada para recopilar datos y predominante temÃtica, herramienta de anÃlisis de contenido que permitià el anÃlisis. Por Ãltimo, un conjunto de datos que se han discutido. Identificar los empleados que no pueden pensar en una carrera en el centro de llamadas, pero que sin embargo pueden adquirir una "preparaciÃn" para el mercado laboral, y este hecho es visto como positivo. Entre los elementos que colaboran en la construcciÃn de la identidad, es posible destacar las lecciones aprendidas y el consumo como dimensiones que ayudan a organizar un sentido biogrÃfico porque estos aspectos no son parte del ejercicio intrÃnseco al trabajo, pero de alguna manera el operador lleva: un "preparaciÃn" para el mercado y la forma de vida creada artificialmente a travÃs de la adquisiciÃn de bienes y productos que ofrecen un sentido y tambiÃn ayudan a mantener el sistema funcionando. La operadora construye una identidad provisional, y las habilidades adquiridas en el trabajo contribuyen a una organizaciÃn en una actitud profesional a lo largo de las lÃneas de la superficialidad, la adaptaciÃn y la readaptaciÃn a diferentes contextos, la persuasiÃn y la capacidad de negociaciÃn que estÃn bien adaptados a los valores de la modernidad tardÃa està marcado por las estrategias de afrontamiento individuales, lo efÃmero y temporal.

Victims of child maltreatment are often subjected to both repeat interviews and physical exams over the course of an investigation. There are specialized centers across the country that serve this highly at-risk population with the goal of minimizing further traumatization of victims by repeat interviews and exams. These centers must maintain a high standard of practice and undergo outside scrutiny and evaluation, in order to best serve their clients and recognize possible shortcomings. An evaluative, pilot study was conducted at a Southern California Children’s Assessment Center (SCCAC). The purpose of this pilot study was to gain more knowledge about caregivers’ overall experiences at the center and the population’s willingness to participate in future studies. Twelve participants were identified through convenience sampling and completed a qualitative interview. Demographic information was input into SPSS and analyzed through descriptive statistics. In addition, interview response content was analyzed by the use of triangulation. Overall findings support existing literature which states that clients are generally satisfied with their experiences at the SCCAC. The significance of this study for social work will enhance the understanding of the need for additional policies to ensure proper training. This study will also benefit the field of child welfare by providing a small amount of insight into how different components of service factors may affect diverse individual’s experiences during a difficult time. This study will allow child welfare professionals to further customize their engagement approach and provide services that are considerate and effective for each individual.

La propuesta principal de este proyecto de tesis, es crear un equipamiento arquitectónico y urbano que, mediante la implementación de actividades culturales, recreativas y deportivas fomente en los niños y adolescentes valores educativos, culturales y deportivos, además de mostrarles mediante esta nueva propuesta arquitectónica y con novedosas técnicas de aprendizaje que culturizarse es importante para su desarrollo, además de que se implementaran educación para el trabajo. Dichos elementos mencionados anteriormente, son parte de los criterios principales para la creación de este nuevo polo recreativo y de esparcimiento que tiene como principal énfasis la creación de nuevos espacios públicos y la adaptación de estos con los ya existentes. Además, este nuevo modelo de Centro Cultural podría adaptarse en otros distritos de Lima, ya que existe carencia de equipamientos que fomenten en niños y jóvenes actividades recreativa, culturales, deportivas. / The main proposal of this thesis project is to create an equipment architectural and urban, through the implementation of cultural activities, recreational and sports fosters in children and adolescents, educational values, cultural and sporting, in addition to show you through this new architectural proposal and with new techniques of learning how important culture is to the development of our professional lives . In addition, the project will foster the education for the job. These elements mentioned above, are part of the major criteria for the creation of this new center for recreation and entertainment that have as main focus the creation of new public spaces and the adaptation of those already existing. In addition, this new model of a Cultural Centre could be adapted in other districts of Lima, as there is lack of facilities that encourage children and youth activities recreation, cultural, sports. / Tesis

In this work a suggested method to reduce the energy consumption of the cooling system in a data center is modelled and evaluated. Introduced is different approaches to distributed airflow control, in which different amounts of airflow can be supplied in different parts of the data center (instead of an even airflow distribution). Two different kinds of distributed airflow control are compared to a traditional approach without airflow control. The difference between the two control approaches being the type of server rack used, either traditional ones or a new kind of rack with vertically placed servers. A model capable of describing the power consumption of the data center cooling system for these different approaches to airflow control was constructed. Based on the model, MATLAB simulations of three different server work load scenarios were then carried out. It was found that introducing distributed airflow control reduced the power consumption for all scenarios and that the control approach with the new kind of rack had the largest reduction. For this case the power consumption of the cooling system could be reduced to 60% - 69% of the initial consumption, depending on the workload scenario. Also examined was the effect on the data center of different parameters and process variables (parameters held fixed with the help of feedback loops), as well as optimal set point values.

This research studies the electrical power reduction and control analysis of various motion tasks of a humanoid robot. These motions include standing up and sitting down. Each motion’s tasks have their stable and unstable phases throughout the complete motion cycle. Unstable phases can be caused by gravity forces and improper handling of the upper body of the humanoid robot leaning too forward or backward. Even though most of the dynamic motions seem to be accomplished very simply by humans; standing up and sitting down could create challenges for humanoid robots. Some of the critical challenges researches face are: dynamic nature of motions, humanoid robot joint coordination, whole body balance, stability of the model, limited energy source, energy saving techniques and modeling. Dynamic motions of humanoid robots can be modeled and analyzed to reduce electrical power use. In order to accomplish such energy savings, a researcher needs to study the kinematics, dynamics of a humanoid, and motion tasks with given constraints. The robot in this research is modeled as a planar humanoid robot. All motion tasks of a humanoid robot are characterized in terms of motion variables. These motion variables include joint angular positions, joint angular velocity, joint angular acceleration, humanoid robot center of mass (CoM) position, velocity and acceleration change and center of pressure (CoP) position change. All mathematical models are completed so that electrical power analysis of each task produce comparable results. Humanoid robot joint cost functions related to energy consumption are used to define joint input electrical power used, joint mechanical power used, joint mechanical power dispersion and joint power loss due to torque required. In this research, a 4-link 3-joint humanoid is modeled for standing up and sitting down tasks. For each task, kinematics and dynamics models are created, motion constraints are found, energy and power usage analysis for whole robot and for individual joint motors are accomplished. By finding the best energy usage per motion variable, humanoid robot used less input electrical power to accomplish the motion task.

Smartphones are becoming increasingly popular, with the result that customers prefer to carry out at least some customer services using an app on a mobile device. Among app users, smooth transfer to a live agent is seen as an important feature and this means that the company contact center need a solution to handle this as well as increasing numbers of interactions. The question this thesis tries to answer is "how can smartphone end user apps be included in the context of the company contact center"? To answer this question research was conducted regarding the possibilities of an Android smartphone, with the results of this research being used to define a use case, a state flow diagram and create a demonstration app. The thesis showed that it is possible to have an app as an online channel for customer service interactions. New possibilities in comparison to traditional telephony include that customer data such as topic, authentication, location and multimedia can be sent to the contact center before an actual interaction is started.