[pt] Este trabalho estuda o caso de uma empresa do varejo farmacêutico e suas preocupações com a implantação de um sistema de CRM – Customer Relationship Management. O mercado de varejo farmacêutico no Brasil conta com mais de 60 mil farmácias e drogarias. Este é um cenário de competitividade acirrada, no qual a busca de vantagem competitiva, por meio da implantação de um CRM, exige estratégias e ações cuidadosamente elaboradas. Este estudo identifica ações usuais ao CRM e analisá-las sua pertinência às peculiaridades e dimensões de uma empresa de grande porte no cenário competitivo do varejo farmacêutico nacional. O método elege a empresa DPSP S/A da qual obtém dados por meio de consulta a documentos internos e entrevistas com dirigentes. Os resultados mostram quatro áreas de preocupações da empresa para a formulação de um plano de CRM: Identificação e Classificação de Clientes; Benefícios para os Clientes; Gestão de Benefícios e Gestão de Relacionamento. Os resultados incluem uma análise detalhada dos elementos de cada área à luz das considerações feitas pelos dirigentes; mas revelam que a importância do CRM está concentrada apenas na cabeça dos líderes, quando deveria fazer parte da cultura de toda a organização. / [en] This paper studies the case of a company in the retail pharmacy and their concerns with the implementation of a CRM - Customer Relationship Management. The retail pharmaceutical market in Brazil has more than 60,000 pharmacies. This is a tough competitive scenario, in which the pursuit of competitive advantage through the implementation of a CRM requires carefully designed strategies and actions. This study identifies the CRM usual actions and analyze them their relevance to the peculiarities and dimensions of a large company in the competitive landscape of the national retail pharmacy. The method chooses the company DPSP S / A which gets data by querying the internal documents and interviews with officials. The results show four areas of concern to the company to formulate a plan of CRM: Customer Identification and Classification; Customer Benefits, Benefits Management and Relationship Management. Results include a detailed analysis of the elements of each area in the light of the considerations made by the directors, but reveal that the importance of CRM is concentrated only in the head of the leaders when it should be part of the culture of the entire organization.

Nurse academics are constantly facing new challenges from governmental and professional groups calling for the preparation of students to be able to work with increasing complex patient cases at a time of reduction in clinical placements (NMC, 2010a and b). Simulation is a method that has been embraced, by some, for preparing for these challenges, with the potential to escalate student skills and knowledge in a meaningful way (Benner, 1984). The aim of this study was to explore and make explicit the characteristics that make simulation effective within nurse education. An explorative, qualitative case study was chosen to collect spoken data from twenty-four participants through focus groups. Participants included both students undertaking nurse training, and academics involved in the delivery of simulation. Content analysis facilitated exploration of each participant's contribution resulting in the emergence and construction of three themes (Creswell, 2007; Polit and Beck, 2014). 1. The approaches that academics use to integrate simulation into the curriculum; 2. The influences and decisions academics make to deliver simulationbased education, and their impact upon the student learning experience; 3. Evidence for the transference of skills to the realities of clinical practice. A conceptual framework has been developed and presented through the data analysis process (Saldana, 2012), which has culminated in the presentation of a unique model for 'Developing Simulation Practice in Nurse Education' (DSPiNE). The model relates to two key processes derived both during and following simulation activities (1) the preparedness for clinical practice, described as the process whereby the student gains insight into their current practice abilities; and (2) the transference to clinical practice, described as the process whereby the student gains insight into their readiness for future practice requirements. This study concludes that purposeful positive behavioural change could be achieved with the implementation of the DSPiNE model within nurse education.

Esta dissertação se insere no contexto do debate em torno da tradução e apresenta dois objetivos: o primeiro, mais geral, é fazer o (re)conhecimento da poética do traduzir, projeto teórico do pensador francês Henri Meschonnic (1932-2009); o segundo, mais específico, é revisitar, a partir desse (re)conhecimento da poética do traduzir, três temas clássicos no debate em torno da tradução à luz dessa teoria, a saber, a própria tradução, a fidelidade e a equivalência. Justifica-se a inserção desta discussão no debate sobre a tradução pelo fato de a poética do traduzir apresenta um posicionamento bastante distinto daqueles mais reconhecidos hoje tanto na discussão acadêmica quanto no senso comum sobre o que é a tradução. Isso se deve ao fato de a poética do traduzir supor e indicar uma reflexão sobre a linguagem que modifica a visão do traduzir. A linguagem, no âmbito poético, não é tomada a partir dos termos comuns da língua (como forma e sentido, por exemplo), que representam uma visão redutora da linguagem, descontínua por natureza. Pelo contrário, a poética do traduzir situa a tradução – e a própria linguagem – no terreno do discurso, que é da ordem do contínuo, e, por aí, modifica o pensamento sobre o que é a linguagem e, consequentemente, o que é o traduzir. Desse modo, esta dissertação apresenta, inicialmente, as bases do pensamento poético, que dizem respeito a uma visão não-redutora da linguagem. Nesse contexto, a leitura meschonniquiana dos pensamentos de Wilhelm von Humboldt, Ferdinand de Saussure e Émile Benveniste é apresentada para embasar essa visão não-redutora. A partir dessa construção, passo aos elementos da poética do traduzir para que se faça claro o posicionamento teórico que Meschonnic apresenta para debater a tradução. Esse é um ponto de extrema relevância pois indica como funciona o sistema do pensamento poético, permitindo seu (re)conhecimento. Por fim, a discussão final se dá como consequência das reflexões anteriores. Se a poética modifica o saber sobre o traduzir, cumpre demonstrar como isso se dá em comparação com o pensamento sobre os temas propostos a partir da visão da Tradutologia para que se compreenda como a poética do traduzir introduz elementos que renovam o debate em torno desses temas comumente difundidos em discussões dessa natureza. / This dissertation is inserted in the context of the debate regarding translation and has two objectives: the first, more general, is to make the (re)acknowledgement of the poetics of translating, the theoretical project of the French thinker Henri Meschonnic (1932-2009); the second, more specific, is to revisit, based on this (re)acknowledgment of the poetics of translating, three classic themes in the debate regarding translation in the light of this theory, namely: translation itself, fidelity and equivalence. The insertion of this discussion in the debate about translation is justified by the fact that the poetics of translating presents a different point of view from those most recognized today in both academic discussion and common sense about what translation is. This is due to the fact that the poetics of translating assumes and indicates a reflection on language that modifies the idea of translating. Language, in the poetic scope, is not regarded by the common terms of a language (such as form and meaning, for example), which represent a reductive view of language, discontinuous in nature. On the contrary, the poetics of translating places translation – and language itself – in the field of discourse, which is of the order of the continuum, hence modifying the general idea about what language is, and consequently what is there to translate. In this way, this dissertation presents initially the bases of the poetic thought, which concern a non-reductive view of language. In this context, the meschonniquian reading of the ideas of Wilhelm von Humboldt, Ferdinand de Saussure and Émile Benveniste is presented to support this non-reductive view of language. From this construction, I turn to the elements of the poetics of translating so that the theoretical positioning that Meschonnic presents to discuss translation becomes clear. This is a point of extreme relevance because it indicates how the system of poetic thinking works, allowing its (re)acknowledgement. Lastly, the final discussion comes as a consequence of these previous reflections. If poetics modifies the knowledge about translation, it is necessary to demonstrate how this is done in comparison with the ideas about the themes proposed from the point of view of Traductology so that one understands how the poetics of translating introduces elements that renew the debate around these subjects commonly disseminated in discussions of this nature.

An extensive body of empirical evidence indicates that function-based behavior support plans are likely to be more effective and efficient in school settings than plans that are not function-based. Designing technically adequate behavior support plans, however, is not sufficient to ensure that these plans will be implemented with fidelity by school staff. The contextual “fit” of support plan procedures with the values, skills, resources and administrative support of implementing personnel also affects the likelihood of implementation. In this dissertation a single-subject concurrent multiple baseline design across participants was used to examine the efficacy of the Contextual Fit Enhancement Protocol (CF Intervention). The CF Intervention was designed to improve the contextual fit of support plans for four elementary school students with problem behaviors. This CF Intervention was designed based on the assumption that when procedures included in a plan match the values, skills, administrative support and resources of the people responsible for implementation the plans will be implemented with higher fidelity and will be more likely to produce desired student outcomes. Results from the study indicate that after implementation of the CF Intervention, support plans that were already technically adequate improved in contextual fit: instructional staff (a) had a better understanding of behavioral procedures being used, (b) received specific, systematic feedback about its implementation, (c) perceived high levels of administrative support, and (d) perceived a collective commitment to improve current plans. Following implementation of the CF Intervention, substantial increases in implementation fidelity and decreases in student problem behavior were observed. In addition, teacher participants rated the CF Intervention process as effective and efficient. Limitations and implications for future research, practice, and training are discussed.

A utilização de sequências do DNA mitocondrial (mtDNA) como marcadores moleculares na investigação da diversidade genética e evolução é muito difundida, auxiliando na realização de inferências em inúmeros trabalhos. Apesar de sua inegável importância, a utilização dessas sequências como marcadores moleculares suscita algumas questões. A heteroplasmia, por exemplo, é reconhecida como um desafio na utilização de sequências do mtDNA. Este estado ocorre quando um organismo apresenta diferentes haplótipos mitocondriais. Em um trabalho anterior, foram encontrados indícios que sugeriam a presença de heteroplasmia na espécie de abelha Bombus morio. O trabalho atual investigou de forma mais detalhada a presença de heteroplasmia nessa espécie, assim como fatores que podem influenciar na identificação desse estado. Os resultados obtidos confirmaram a existência de heteroplasmia nessa espécie, e identificaram que alguns haplótipos heteroplásmicos foram compartilhados entre indivíduos de localidades distintas. Esses haplótipos heteroplásmicos compartilhados sugerem a existência de heteroplasmia estável em B. morio, o que pode influenciar inferências evolutivas, e em especial, os estudos populacionais. Também foi detectada a presença de NUMTs, pseudogenes nucleares resultantes da transferência de sequências do mtDNA para o genoma nuclear. Esses NUMTs apresentaram grande divergência de sequência em relação aos haplótipos mitocondriais, o que poderia afetar análises filogenéticas e populacionais, além da identificação de espécies por meio do DNA barcoding. Ainda, erros de amplificação podem ser falsamente interpretados como variação intraindividual do DNA mitocondrial (mtDNA), superestimando o número de haplótipos, principalmente quando polimerases de baixa fidelidade são utilizadas. Por fim, os resultados observados neste trabalho sugerem que a utilização de sequências do mtDNA deve ser utilizada de forma cautelosa, e indícios de heteroplasmia, como a presença de picos duplos, não devem ser ignorados. Quando essas evidências são observadas investigações mais detalhadas devem ser aplicadas, a fim de aferir qual a sua origem, e, no caso da heteroplasmia ser confirmada, quais as possíveis consequências produzidas pela presença desse estado / The mitochondrial DNA sequences (mtDNA) have been widely applied as molecular markers in the investigation of genetic diversity and evolution. Despite its undeniable importance, the use of these sequences as molecular markers may present some drawbacks. Heteroplasmy, for example, is recognized as a challenge. This state occurs when an individual has different mitochondrial haplotypes. In a previous work, evidences suggesting the presence of heteroplasmy in the bumblebee Bombus morio were verified. The present work investigated in more detail the presence of heteroplasmy in this species, as well as factors that may influence the identification of this state. The results confirmed the existence of heteroplasmy in this species, and identified that some heteroplasmic haplotypes were shared between individuals from different locations. These shared heteroplasmic haplotypes suggest the existence of stable heteroplasmy in B. morio, which may interfere in evolutionary inferences, especially in population studies. NUMTs, nuclear pseudogenes resulting from the transfer of mtDNA sequences to the nuclear genome, were also detected. These NUMTs showed great sequence divergence from mitochondrial haplotypes, which could affect phylogenetic and population analyzes, as well as species identification through DNA barcoding. In addition, it was observed that amplification errors might be misinterpreted as mtDNA intraindividual variation and overestimates the number of intraindividual haplotypes, especially when low fidelity polymerases are used. Finally, the results observed in this study suggest that the use of mtDNA sequences should be used carefully, and evidences of heteroplasmy, such as the presence of double peaks, should not be ignored. Additional investigations should be applied in case of heteroplasmy evidences to ascertain your source and the consequences of the presence of this state

New forms of digital storytelling directly challenge conventional notions about adaptation by allowing for increased audience participation. Fans today exercise unprecedented levels of influence over how beloved stories are adapted. According to Thomas Leitch, fans have historically influenced certain adaptations by calling for increased fidelity. He refers to these adaptations, which resist the inevitability of infidelity to an unusual degree, as “exceptionally faithful.” Though rare, these efforts at fidelity are typically the result of fan demands. Ultimately, these seemingly faithful adaptations are more faithful to fan expectations than to their original texts. Scholarship is needed on the extensive influence of what I call “fan faithfulness,” particularly in new transmedia adaptations that directly empower fans. This paper seeks to shed light on the problem by first placing itself within the current scholarly conversation on fidelity and then exploring the historical relationship between fan demands and faithfulness. Traditional Jane Austen adaptations, which have so often been exceptionally faithful, will form the cornerstone of this analysis, as will The Lizzie Bennet Diaries, a 2012-2013 serialized YouTube adaptation of Pride and Prejudice. In direct and immediate response to audience demands, this series altered its characters and storylines to accord with fans' belief that Jane Austen was a feminist and that her books echoed that feminism. As The Lizzie Bennet Diaries' dedication to Austen's feminist themes powerfully shows, new transmedia storytelling allows fans unprecedented power in demanding fidelity and deciding what that faithfulness means.

The purpose of the study aimed at gaining a better understanding of how the intended Project Lead the Way (PLTW) curriculum differs from the enacted curricula and what factors impact this. This understanding is important to make the professional development program more meaningful to the immediate needs of the teacher in the classroom. Identifying the factors that contribute to any emerging differences between the curricula helped fill the gap in research on teacher knowledge and beliefs about the use of science and mathematics content in the PLTW classroom. PLTW is an innovative hands-on pre-engineering curriculum designed for K-12 students based on project-based and problem-based learning. It tries to combine math and science principles to present engineering concepts to students in a way that tries to keep up with the rapid changes associated with technology in their everyday world. Multiple case sampling was used to select four teachers based on their years of teaching experience as well as background in science and math. They were interviewed about their knowledge and beliefs about project and problem-based learning. In addition, non-participant observations and teacher beliefs questionnaires were used to triangulate the data for more credible results. A fidelity of implementation rubric was also used to determine how well the teachers were implementing the curriculum. Findings of the study show that there were differences in the way teachers chose to enact the curriculum that were heavily influenced by the curriculum materials, the professional development training and their own personal beliefs about how the curriculum should be enacted. A conceptual model is developed that aims at improving the professional development experiences for the teachers that considers their beliefs.

The Friends for Life program is an evidence-based practice being used in schools to assist children to learn skills to manage anxiety. The Friends for Life program has been used by school districts in British Columbia, Canada, for over 10 years, yet there is little research on how the program is being implemented in schools by teachers. This qualitative case study investigated the implementation practice of the Friends for Life program by teachers in Grades 4 and 5. Semi-structured interviews were conducted with 8 teachers from a smaller school district in British Columbia, Canada. The results yielded themes, which described critical factors that helped or hindered teachers in implementing the program with fidelity. A key finding of the study demonstrated teachers were running the program weekly, as per program guidelines. A key factor that was identified as helping teachers to implement the program with fidelity was support of school counselors, district staff, and the building administrator. The implications for social change include providing school administrators with information, which can help them to support teachers to implement the Friends for Life program with fidelity. As a result of these findings the Friends for Life program may consider updating the training materials and program implementation protocols in order to ensure teachers are implementing the program with fidelity and therefore, children are learning the skills they need to manage their anxieties and worries.

Disruptive classroom behavior has led many schools to implement positive behavioral strategies intended to create orderly learning environments. Despite initiation of such a strategy, an elementary school in the mid-Atlantic region still experienced an increase in office referrals and a decline in student achievement. The purpose of this mixed methods case study was to investigate the connections between a blended behavior program and student behavior and academic achievement, as well as staff perceptions about their experience with the program, and the degree to which the practices were implemented with fidelity. Skinner's behavioral theory served as the theoretical basis for the investigation. Office referrals and standardized math scores of 72 students were analyzed across 3 years, including the year before and the 2 years following the implementation of the blended behavior program, to determine whether significant differences existed within-subjects. Interviews were conducted with 9 teachers, representing kindergarten-6th grade, to explore staff perceptions of the blended behavior program. Quantitative results indicated a reduction in referrals after the 1st year of implementing the blended program and an improvement in math achievement after the 2nd year. While a decline in math scores occurred the 1st year of implementation and an increase the 2nd year, the difference in net performance rendered the results inconclusive to determine the influence of the program on achievement. Qualitative results revealed inconsistencies in the way teachers implemented the program initiatives. This study contributes to positive social change by providing stakeholders a deeper understanding of the blended program and increasing staff capacity to manage challenging behaviors.

The present work presents a framework for multiscale modeling of multimaterial flows using surrogate modeling techniques in the particular context of shocks interacting with clusters of particles. The work builds a framework for bridging scales in shock-particle interaction by using ensembles of resolved mesoscale computations of shocked particle laden flows. The information from mesoscale models is “lifted” by constructing metamodels of the closure terms - the thesis analyzes several issues pertaining to surrogate-based multiscale modeling frameworks. First, to create surrogate models, the effectiveness of several metamodeling techniques, viz. the Polynomial Stochastic Collocation method, Adaptive Stochastic Collocation method, a Radial Basis Function Neural Network, a Kriging Method and a Dynamic Kriging Method is evaluated. The rate of convergence of the error when used to reconstruct hypersurfaces of known functions is studied. For sufficiently large number of training points, Stochastic Collocation methods generally converge faster than the other metamodeling techniques, while the DKG method converges faster when the number of input points is less than 100 in a two-dimensional parameter space. Because the input points correspond to computationally expensive micro/meso-scale computations, the DKG is favored for bridging scales in a multi-scale solver. After this, closure laws for drag are constructed in the form of surrogate models derived from real-time resolved mesoscale computations of shock-particle interactions. The mesoscale computations are performed to calculate the drag force on a cluster of particles for different values of Mach Number and particle volume fraction. Two Kriging-based methods, viz. the Dynamic Kriging Method (DKG) and the Modified Bayesian Kriging Method (MBKG) are evaluated for their ability to construct surrogate models with sparse data; i.e. using the least number of mesoscale simulations. It is shown that unlike the DKG method, the MBKG method converges monotonically even with noisy input data and is therefore more suitable for surrogate model construction from numerical experiments. In macroscale models for shock-particle interactions, Subgrid Particle Reynolds’ Stress Equivalent (SPARSE) terms arise because of velocity fluctuations due to fluid-particle interaction in the subgrid/meso scales. Mesoscale computations are performed to calculate the SPARSE terms and the kinetic energy of the fluctuations for different values of Mach Number and particle volume fraction. Closure laws for SPARSE terms are constructed using the MBKG method. It is found that the directions normal and parallel to those of shock propagation are the principal directions of the SPARSE tensor. It is also found that the kinetic energy of the fluctuations is independent of the particle volume fraction and is 12-15% of the incoming shock kinetic energy for higher Mach Numbers. Finally, the thesis addresses the cost of performing large ensembles of resolved mesoscale computations for constructing surrogates. Variable fidelity techniques are used to construct an initial surrogate from ensembles of coarse-grid, relative inexpensive computations, while the use of resolved high-fidelity simulations is limited to the correction of initial surrogate. Different variable-fidelity techniques, viz the Space Mapping Method, RBFs and the MBKG methods are evaluated based on their ability to correct the initial surrogate. It is found that the MBKG method uses the least number of resolved mesoscale computations to correct the low-fidelity metamodel. Instead of using 56 high-fidelity computations for obtaining a surrogate, the MBKG method constructs surrogates from only 15 resolved computations, resulting in drastic reduction of computational cost.