由於資訊科技不斷地快速發展下，企業要滿足消費者的需求，除了要提昇產品價值外，面對市場的競爭策略也從產品差異化到服務差異化來創造企業價值。 要在服務差異化來創造企業價值的最重要利基是要建立一個專業的客服中心，同時，將ITIL的Help Desk的觀念導入客服中心的Service Desk的功能上，進而達到全方位的客服中心。本研究以一家國際快遞物流公司的客服中心導入ITIL的Help Desk功能結合個案公司的客服中心現有的應用系統架構中為實例，並探索客服中心的服務功能面與結合Help Desk的功能整合後，應用在目前的系統與程序將足以提昇顧客滿意與期望。 從本研究實例中，可以發現客服中心系統與資訊總部導入ITIL的模組，藉由ITIL的Help Desk的基本理論與實作導入客服中心的Service Desk與CRM的結合，將可以加強客服中心的功能完整性與顧客滿意度的提昇。同時，不論是企業內的客服中心或專業的客服公司，要如何在維運上讓服務品質能更提昇與控制，在客服中心的處理成本降到最低外，這些問題要在客服中心三大組成要素的範疇內，包含「人」、「系統」、「程序」。同時，以Help Desk導入客服中心，發現在後送處理的流程中，對客服中心的服務滿意度及專業度也會有非常顯著的表現。 / In order to satisfy the increasing requirements from customers and to face the rapid innovation of information technology, enterprise not only needs to improve its product value but also to change its business model from product-centered to service-centered competitive strategy. The market competitive strategy has been reshaped from product differentiation to service differentiation that creates the business value. One of the imperative key points to create business value through service-differentiation is that we have to build a professional customer service center. And ,we need to deploy the ITIL Help Desk concept to enhance the service desk functionalities of the customer service center. This study demonstrates the deployment of the ITIL Help Desk functionalities to the customer contact center using an international express and logistics company as a case study. By integrating customer service center service capability and the Help Desk new functionalities, the customer satisfaction and expectation can be improved. In this case study, we the deployment of ITIL model for customer service center system and the information data center can be found. Based on the theory of ITIL Help Desk and the integration of customer service center Service Desk and CRM, it is expected the customer service center functionalities and the customer satisfaction can be enhanced and improved respectively. How to operate a customer service center; improve and control its service quality and minimize the operational costs is very important to the enterprise. Three major elements including people, system and process that form the customer service center are also need to be considered. Deploying ITIL Help Desk in customer service center shows high satisfaction and professionalism when shipment is being processed and delivered.

Thèse numérisée par la Direction des bibliothèques de l'Université de Montréal.

L’approche statique de la notion d’acquéreur, retenue par le Code civil, a été remise en cause par la professionnalisation des vendeurs, suite au renouvellement des méthodes de vente et à la complexification des biens. Au stade de la formation du contrat de vente, l’équilibre postulé par le droit commun s’est progressivement affaibli pour donner naissance à des rapports déséquilibrés entre l’acquéreur et le vendeur. Pour remédier à cette situation, les normes contemporaines, d’inspiration consumériste, ont adopté une approche dynamique de la notion en établissant différentes catégories d’acquéreurs, en vue de leur permettre d’exprimer un consentement réfléchi et éclairé. Les enjeux, théoriques et pratiques, d’une étude confrontant l’acquéreur aux règles de la formation du contrat de vente ont pour objet de déterminer si l’évolution législative a permis de rétablir l’équilibre. L’immixtion du droit de la consommation dans le droit de la vente met en œuvre un dispositif protecteur du consentement de l’acquéreur. Ainsi, les normes consuméristes restaurent-elles l’équilibre pour tous les rapports ? Les règles protectrices du consentement, n’étant pas exclusivement attachée à la qualité de l’acquéreur, autorisent-elles le retour à l’équilibre ou au contraire, donnent-elles naissance à de nouvelles situations déséquilibrées ? La réponse à cette interrogation nécessite d’analyser les dispositions organisant le contrat de vente mais, également, celles relatives au contrat de prêt. Le financement de l’acquisition est, généralement, lié à la conclusion de la vente. / The static approach of the idea of buyer, chosen by the Civil Code, has been challenged by the professionalization of the buyer, following the renewal of sales techniques and the fact that the goods are becoming more complex. On the level of the making of the sales contract, the balance implied by the common-law has gradually weakened to generate unbalanced relationships between the buyer and the seller. To solve this, the contemporary standards based on consumerism have adopted a dynamic approach of the notion by distinguishing different categories of buyers, in order to give them the opportunity to express a well-thought and informed consent. The major issues, both theoretical and practical, of a study which confronts the buyer to the rules of the making of a sales contract, are to determine if the legal evolution allowed to reestablish the balance. The interference of the consumption right in the sales right generates a protective system of the buyer's consent. Can the consumerist standards restore the balance at all levels? Do the protective rules of consent, not being exclusively attached to the quality/ nature of the buyer, allow a way back to the original balance or on the contrary, do they give birth to new unbalanced situations? The answer to this question requires to analyze the rules which organize the sales contract and those connected to the rental contract too. The acquisition financing is currently connected to the sealing of the sale. The diversity of these rules requires to deal with them under the light of the protection of the buyer's consent, in order to allow him to give a well-thought and informed consent.

The thesis explores the influence of economic recession and recovery on strategy of courier, express and parcel service providers and on a change of the service portfolio. It then focuses on the development of the supply chain caused by increasing volume of small consignment. The thesis also analyzes the impact of the economic crisis on employment and turnover of selected service providers.

This master thesis will cover the prestudy, hardware selection, design and implementation of a PCI Express bridge in the M.2 form factor. The thesis subject was proposed by WISI Norden who wished to extend the functionality of their hardware using an M.2 module. The bridge fits an M-Key M.2 slot and has the dimensions 80x22 mm. It is able to communicate at speeds up to 8 Gb/s over PCI Express and 200 Mbit/s on any of the 20 LVDS/CMOS pins. The prestudy determined that an FPGA should be used and a Xilinx Artix-7 device was chosen. A PCB was designed that hosts the FPGA as well as any power, debugging and other required systems. Associated proof-of-concept software was designed to verify that the bridge operated as expected. The software proves that the bridge works but requires improvement before the bridge can be used to translate sophisticated protocols. The bridge works, with minor hardware modifications, as expected. It fulfills all design requirements set in the master thesis and the FPGA firmware uses a well-established protocol, making further development easier.

Submitted by PPG Direito (ppgdir@pucrs.br) on 2018-05-11T14:04:39Z No. of bitstreams: 1 MARCIA_LUNARDI_FLORES.DIS.pdf: 1026997 bytes, checksum: d6fb473e6a26bbdb12d911f032ad81cd (MD5) / Approved for entry into archive by Caroline Xavier (caroline.xavier@pucrs.br) on 2018-05-15T13:07:40Z (GMT) No. of bitstreams: 1 MARCIA_LUNARDI_FLORES.DIS.pdf: 1026997 bytes, checksum: d6fb473e6a26bbdb12d911f032ad81cd (MD5) / Made available in DSpace on 2018-05-15T13:17:32Z (GMT). No. of bitstreams: 1 MARCIA_LUNARDI_FLORES.DIS.pdf: 1026997 bytes, checksum: d6fb473e6a26bbdb12d911f032ad81cd (MD5) Previous issue date: 2018-03-13 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES / This study aims to analyze the extent to which the Brazilian constitutional order allows the State to limit the freedom of commercial expression and free initiative in favor of the principle of the integral protection of the child. To this end, the relationship between children, consumption and advertising, within the context of a capitalist and hypermodern society, is verified. A possible form of regulation of children's advertising should therefore be considered, in light of the theory of the linking of individuals to fundamental rights as a means of guaranteeing the full protection of the child and the preservation of the right to freedom of commercial expression and free enterprise. The investigation of some regulatory models in force in the international scenario, such as the Quebec, Spain, United Kingdom, United States, France and Italy systems, was necessary to search for parameters suitable for harmonization between the interests of free enterprise and freedom of expression with the need to protect children. The starting point was the Quebec system because it is a more restrictive model for children's advertising. European elected models, on the other hand, present a greater dialogue between self-regulation, state legislation and civil society. The US system has a greater emphasis on self-regulation, but there is room for State action through regulatory agencies. The comparison of international models with the Brazilian system of self-regulation of advertising has shown that the Brazilian model lacks a greater dialogue with the State, as well as more efficient ways of protecting the child in relation to exposure to advertisements. The Brazilian constitutional order, while at the same time consecrating free initiative and free expression, adopted as a paradigm the integral protection of children, giving priority to their interests. It is possible, therefore, to have a greater state action in defense of the child's interests in relation to advertising. In order to equalize the advertising market and its right of free initiative and expression and child protection, co-regulation is a viable alternative, imposing limits that obey the criteria of reasonableness and proportionality. / O trabalho busca analisar em que medida a ordem constitucional brasileira permite ao Estado limitar a liberdade de express?o comercial e a livre iniciativa em favor do princ?pio da prote??o integral da crian?a. Verifica-se, para tanto, as rela??es entre crian?a, consumo e publicidade, dentro do contexto de uma sociedade capitalista e hipermoderna. Assim, cabe avaliar uma poss?vel forma de regulamenta??o ? publicidade infantil, ? luz a teoria da vincula??o dos particulares aos direitos fundamentais como meio de garantia ? prote??o integral da crian?a e a preserva??o do direito de liberdade de express?o comercial e de livre iniciativa. A investiga??o de alguns modelos regulat?rios vigentes no cen?rio internacional, dentre os quais, destacam-se os sistemas do Quebec, da Espanha, do Reino Unido, dos Estados Unidos, da Fran?a e da It?lia fez-se necess?ria para a busca de par?metros aptos ? harmoniza??o entre os interesses havidos na livre iniciativa e liberdade de express?o com a necessidade de prote??o da inf?ncia. O ponto de partida foi o sistema do Quebec em raz?o de ser um modelo mais restritivo ? publicidade infantil. J? os modelos europeus eleitos apresentam um di?logo maior entre a autorregulamenta??o, legisla??o estatal e sociedade civil. O sistema norte-americano tem maior ?nfase na autorregulamenta??o, contudo h? espa?o para a atua??o do Estado, por meio de ag?ncias reguladoras. A compara??o dos modelos internacionais com o sistema de autorregulamenta??o brasileiro da publicidade deram mostras de que falta, ao modelo brasileiro, um maior di?logo com o Estado, bem como formas mais eficientes de prote??o da crian?a com rela??o ? exposi??o aos an?ncios publicit?rios. A ordem constitucional brasileira, ao mesmo tempo em que consagrou a livre iniciativa e a livre express?o, adotou como paradigma a prote??o integral da inf?ncia, conferindo prioridade aos seus interesses. ? poss?vel, portanto, haver uma maior a??o estatal em defesa dos interesses da crian?a frente ? publicidade. A fim de equalizar o mercado publicit?rio e seu direito de livre inciativa e express?o e a prote??o da crian?a, a corregula??o se apresenta como uma alternativa vi?vel, impondo limites que obedecem aos crit?rios de razoabilidade e proporcionalidade.

Made available in DSpace on 2016-04-28T20:37:40Z (GMT). No. of bitstreams: 1 Ida Elizabeth Cardinalli.pdf: 513996 bytes, checksum: a5f906486c5d7f5388fcc1082ebd9492 (MD5) Previous issue date: 2011-07-06 / Urban violence is currently a complex and worrying issue so much so that national and international organizations have been calling for studies in its various aspects. This research was developed with a focus on the impact of urban violence on the health and illness of its victims, based on an overriding concern: explaining and clarifying the meaning and significance of the experience of those who suffered urban violence, such as hold-up and/or express kidnapping. The methodology was based on the existential-phenomenological thinking, in particular Martin Heidegger s, who understands human existence as being-there and being-in-the-world, seeking to understand the experience of victims of urban violence in its entirety. The methods used included interviews with three participants and focal psychotherapy with one with 23 sessions of 50 minutes each. The participants were two men and one woman, all married, and aged between 48 to 53 years. The analysis of the results was organized along two axes: thematic and temporal. The results suggest that the victims of hold-up or express kidnapping show significant distress, when the experience of violence remains trapped in the sense of risk, threat and danger. The impact of violence can also affect the understanding of oneself, of others and the world with the sudden approach of the dimensions of unpredictability, precariousness and vulnerability resulting from a situation of violence. The discussion of the results is extended to possible applications in the Public Health Service. Topics for future research that articulate Clinical Psychology and urban violence are also listed. (Supported by CEPE/PUC-SP) / A violência urbana é uma problemática complexa e preocupante na atualidade, tanto que os organismos internacionais e nacionais têm solicitado estudos da suas diversas facetas. O desenvolvimento da presente pesquisa focalizou o impacto da violência urbana na saúde e adoecimento em suas vítimas, pautado pela questão norteadora: explicitar e esclarecer o sentido e os significados da experiência de quem sofreu violência urbana como assalto e/ou sequestros relâmpago ou de curta duração. A metodologia foi baseada no pensamento fenomenológico-existencial, em particular, de Martin Heidegger, que entende o existir humano como ser-aí e ser-nomundo, buscando compreender a experiência da vítima de violência urbana em sua totalidade. Os métodos utilizados foram entrevistas de três participantes e a psicoterapia focal de um deles, com 23 sessões de 50 minutos cada uma. Os participantes foram dois homens e uma mulher, todos casados, entre 48 a 53 anos. A análise dos resultados foi organizada em dois eixos: temáticos e temporais. Os resultados sugerem que as vítimas de assalto e sequestros relâmpago ou de curta duração mostram sofrimento significativo, quando a experiência de violência permanece aprisionada no sentido de risco, ameaça e perigo. O impacto da violência pode abalar, ainda, a compreensão de si mesmo, do outro e do mundo com a aproximação abrupta das dimensões de imprevisibilidade, precariedade e vulnerabilidade abertas pela situação de violência. A discussão dos resultados é ampliada para possíveis aplicações no Serviço Público de Saúde. São indicados também temas para futuras pesquisas que articulem a Psicologia Clínica e a violência urbana. (Apoio CEPE/PUC-SP)

Submitted by Setor de Tratamento da Informa??o - BC/PUCRS (tede2@pucrs.br) on 2015-09-17T11:56:11Z No. of bitstreams: 1 474955 - Texto Completo.pdf: 7617604 bytes, checksum: b4876d95e256d5614ba41c54d29ef346 (MD5) / Made available in DSpace on 2015-09-17T11:56:11Z (GMT). No. of bitstreams: 1 474955 - Texto Completo.pdf: 7617604 bytes, checksum: b4876d95e256d5614ba41c54d29ef346 (MD5) Previous issue date: 2015-08-31 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES / This work presents possibilities of representations about a borderer landscape fortified in transition, between Portugal and Castela, from the Livro das Fortalezas, written by Duarte de Armas. The temporality of this research is concentrated in the period of the reign of D. Manuel I of Portugal (1495-1524), and more specifically, in the first decade of the 16th century. The research directs its attention to records produced by Duarte de Armas in his travels throughout Luso-Castile border, with the mission of debuxar conditions of fortified structures. The production of the Livro das Fortalezas, composed of 114 panoramic and 51 floor plans, it fits as a resource, on the part of the Portuguese crown, for protection and maintenance of the estremos of the kingdom. The Work is perceived as a set of representations that configure themselves as a source of critical and reflective analysis for identification and understanding of different processes of transition and constitution of borders (which are material, temporal and symbolic). The look on the debuxos, drawn by Duarte de Armas, seeks to identify and analyze the transitions involved in the process of (re)construction of representations about the Work. Besides, it also highlights the development of a reflective process about the author and the context of production of the imagery source for the development of the analysis. / Este trabalho apresenta possibilidades de representa??es sobre uma paisagem fronteiri?a fortificada em transi??o, entre Portugal e Castela, a partir do Livro das fortalezas, de Duarte de Armas. A temporalidade desta investiga??o est? concentrada no per?odo do reinado de D. Manuel I, de Portugal (1495-1524), mais especificamente, na primeira d?cada do s?culo XVI. A pesquisa direciona sua aten??o aos registros produzidos por Duarte de Armas, em seu p?riplo pela fronteira luso-castelhana, com a miss?o de debuxar as condi??es das estruturas fortificadas. A produ??o do Livro das fortalezas, composto por 114 panor?micas e 51 plantas baixas, enquadra-se como um recurso, por parte da Coroa portuguesa, para prote??o e manuten??o dos estremos do reino. A Obra ? apreendida como um conjunto de representa??es que se configuram como fonte de an?lises cr?ticas e reflexivas para identifica??o e compreens?o sobre diferentes processos de transi??o e constitui??o de fronteiras (materiais, temporais e simb?licas). O olhar sobre os debuxos, tra?ados por Duarte de Armas, busca identificar e analisar as transi??es envolvidas no processo de (re)constru??o de representa??es sobre a Obra. Destaca-se, ainda, o desenvolvimento de um processo reflexivo sobre o autor e o contexto de produ??o dessa fonte imag?tica para o desenvolvimento das an?lises.

Made available in DSpace on 2015-04-14T13:38:30Z (GMT). No. of bitstreams: 1 435696.pdf: 5022148 bytes, checksum: 4bc9f9fff705837d3db13fd43862e097 (MD5) Previous issue date: 2011-08-10 / This thesis analyzes the learning of English idioms as an additional language by elderly learners, being part of the Linguistics and Psychology areas, and it is based on additional language acquisition theories. Specifically, it is carried through the usage of an instrument which aims at verifying the inferential process about English idioms as an additional language, related to body parts, equivalent and non-equivalent to Portuguese, by elderly learners who speak Brazilian Portuguese as their Mother Tongue, through an awareness raising-based instruction. / Esse trabalho disserta sobre a aprendizagem de express?es idiom?ticas em Ingl?s como L?ngua Adicional por aprendizes idosos, estando inserido na grande ?rea da Lingu?stica, com base em teorias da aquisi??o de l?ngua adicional. Mais especificamente, trata-se de uma pesquisa feita a partir da aplica??o de um instrumento que visa a verificar o processo inferencial acerca de express?es idiom?ticas da L?ngua Inglesa como l?ngua adicional, com e sem equival?ncia com o portugu?s, relacionadas a partes do corpo, por aprendizes idosos falantes de portugu?s brasileiro como l?ngua materna, atrav?s de uma instru??o com o emprego de tomada de consci?ncia. Os resultados obtidos indicam que n?o houve grande aumento no ?mero de acertos do pr? para o p?s-teste no que tange ?s express?es idiom?ticas que apresentam n?o-equival?ncia com o portugu?s, e que houve leve aumento no que tange ?s express?es idiom?ticas que apresentam equival?ncia com o portugu?s.

Submitted by Sandra Pereira (srpereira@ufrrj.br) on 2016-08-09T12:24:30Z No. of bitstreams: 1 2011 - Carlos Alberto Bucher.pdf: 775464 bytes, checksum: 84e941a946068132678bc3f55c09561d (MD5) / Made available in DSpace on 2016-08-09T12:24:30Z (GMT). No. of bitstreams: 1 2011 - Carlos Alberto Bucher.pdf: 775464 bytes, checksum: 84e941a946068132678bc3f55c09561d (MD5) Previous issue date: 2011-02-23 / Funda??o Carlos Chagas Filho de Amparo ? Pesquisa do Estado do RJ - FAPERJ / Nitrogen is one of the nutrient elements most limiting for plant growth. Thus, increasing plant nitrogen usage efficiency (NUE) is an essential factor for sustainable agriculture, leading to an increased food production with less fertilizer input and less environment impact. NUE in plant involves the uptake and accumulation efficiency, and N use efficiency for grain production. Understanding the mechanisms regulating these processes is crucial for the improvement of NUE in crops. Therefore, is essential to comprehend plants response to different N regimes, mainly N limitation. The usage of plants or varieties with differences in nutrient use efficiency is another important factor to determine the main mechanisms involved in these processes. The objectives of this study were to evaluate N metabolism and expression of genes involved in N uptake and assimilitation of two rice varieties (Piau? and IAC-47), under different N supply conditions. The N metabolism was evaluated by quantification of nitrogen fractions in plant tissue and enzymatic activity, expression of genes that code for high and low affinity N transporters, and N assimilation enzymes. Two experiments were conducted: the first, to investigate the plants behavior when grown under high and low N supply; and the second to verify plants response to NO3 - resupply. The IAC-47 variety showed greatest mass accumulation in all treatments. When plants were grown for a long period under low N supply it was observed a higher nitrate (NO3 -) content in the tissue of Piau? variety, which is adapted to low fertility conditions, as well as a high activity of nitrate reductase and glutamine synthetase in the roots of these plants. When under high NO3 - supply for a long period, Piau? variety had higher NO3 - concentrations in roots and sheaths, but no differences were observed in enzymes activity. The nitrate transporters expression was higher in roots of Piau? plants under low supply of NO3 - when compared to Piau? plants under high N supply. Nitrate transporters expression in roots of IAC-47 plants showed a pattern opposite to the one observed for Piau? plants. When plants were resupplied with NO3 -, after a 72 hours period without N, there was a rapid increase, after 6 hours of resupply, in the expression of high affinity nitrate transporters genes (OsNRT2.1) and the plastidial glutamine synthetase (GS2) in the Piau? variety roots, and a higher expression of these in IAC-47 roots after a 24 hours of N resupply. The efficiency of Piau? variety is related to the differentiated control of N absorption and assimilation mechanisms, which allow bigger expression of high affinity nitrate transporters in tissue with high levels of soluble N, high N status, indicating that the control of nitrogen uptake system may be essential for the nitrogen usage efficient. / O nitrog?nio ? um dos elementos minerais que mais limita o desenvolvimento das plantas. Assim, aumentar a efici?ncia de uso de nitrog?nio (EUN) ? um fator ? essencial para uma agricultura sustent?vel, levando a um aumento da produ??o de alimentos com menor uso de insumos e menos impactos ao ambiente. A EUN envolve a efici?ncia de absor??o e ac?mulo e a efici?ncia de utiliza??o de N para produ??o. Compreender os mecanismos envolvidos nesses processos e como eles s?o controlados ? fundamental para a melhoria da EUN nas plantas cultivadas. Para isso, ? essencial entender a resposta e comportamento das plantas a diferentes regimes de N, principalmente ? limita??o de N. O uso de plantas ou variedades com diferen?as na EUN ? outro fator importante para verificar os principais mecanismos envolvidos. Este trabalho teve por objetivo desse trabalho foi verificar o metabolismo e a express?o de genes envolvidos na absor??o e assimila??o de nitrog?nio nas variedades de arroz Piau? e IAC-47 sob diferentes condi??es de disponibilidade desse nutriente. O metabolismo de N foi avaliado atrav?s da quantifica??o das fra??es nitrogenadas no tecido e atividade enzim?tica, a express?o de genes que codificam para transportadores de N de alta e baixa afinidade e enzimas de assimila??o de N. Foram realizados dois experimentos: o primeiro para verificar o comportamento das plantas quando cultivadas sob alto e baixo suprimento de N; e o segundo, para verificar as repostas ao ressuprimento de N. O ac?mulo de massa foi maior na variedade IAC-47 em todos os tratamentos. Quando as plantas foram cultivadas por um longo per?odo sob baixo suprimento de N foi observado maior teor de nitrato (NO3 -) no tecido da variedade Piau?, adaptada a condi??es de baixa fertilidade, assim como uma alta atividade da nitrato redutase e glutamina sintetase nas ra?zes dessas plantas. Sob alto suprimento de NO3 -, por um longo per?odo, a variedade Piau? apresentou maiores teores de NO3 - nas bainhas e ra?zes, mas n?o foram observas diferen?as na atividade de enzimas. A express?o dos transportadores de nitrato na variedade Piau? foi mais elevada nas ra?zes das plantas sob baixo suprimento de NO3 - quando comparado as plantas sob alto suprimento de N. Na variedade IAC-47 a express?o dos transportadores de NO3 - teve comportamento oposto ao observado para a Piau?. Quando as plantas receberam NO3 -, ap?s um per?odo de 72 horas sem N, houve um r?pido aumento, ap?s 6 horas do ressuprimento, na express?o do gene que codifica para o transportador de NO3 - de alta afinidade OsNRT2.1 e glutamina sintetase plastidial (GS2) nas ra?zes da variedade Piau?, e 24 horas ap?s o ressuprimento a express?o foi maior na variedade IAC-47. A efici?ncia da variedade Piau? esta relacionada ao controle diferenciado dos mecanismos de absor??o e assimila??o de N, que permite a maior express?o dos transportadores de nitrato de alta afinidade em tecido com altos teores de N sol?vel, alto status de N, indicando que o controle do sistema de absor??o de N pode ser essencial para a efici?ncia no uso de nitrog?nio.