Multiprotocol Label Switching (MPLS) fuses the intelligence of routing with the performance of switching and provides significant benefits to networks with a pure IP architecture as well as those with IP and ATM or a mix of ther Layer 2 technologies. MPLS technology is key to scalable virtual private networks (VPNs) and end-to-end quality of service (QoS), enabling efficient utilization of existing networks to meet future growth. The technology also helps to deliver highly scalable, differentiated end-to-end IP services with simpler configuration, management, and provisioning for both Internet providers and end-users. However, MPLS is a connection-oriented architecture. In case of failure MPLS first has to establish a new label switched path (LSP) and then forward the packets to the newly established LSP. For this reason MPLS has a slow restoration response to a link or node failure on the LSP.The thesis provides a description of MPLS-based architecture as a preferred technology for integrating ATM and IP technologies, followed by a discussion of the motivation for the fast and reliable restoration mechanism in an MPLS network. In this thesis first we address the fast rerouting mechanisms for MPLS networks and then we focus on the problem of packet loss, packet reordering and packet delay for protected LSP in MPLS-based network for a single node/link failure. In order to deliver true service assurance for guaranteed traffic on a protected LSP we use the fast rerouting mechanism with a preplanned alternative LSP. We propose enhancements to current proposals described in extant literature. Our fast rerouting mechanism avoids packet disorder and significantly reduces packet delay during the restoration period.An extension of the Fast Rerouting proposal, called Reliable and Fast Rerouting (RFR), provides some preventive actions for the protected LSP against packet loss during a failure. RFR maintains the same advantages of Fast Rerouting while eliminating packet losses, including those packet losses due to link or node failure (circulating on the failed links), which were considered to be "inevitable" up to now.For the purpose of validating and evaluating the behavior of these proposals a simulation tool was developed. It is based on the NS, a well-known network simulator that is being used extensively in research work. An extension featuring the basic functionality of MPLS (MNS) is also available for the NS, and this is the basis of the developed simulation tool.Simulation results allow the comparison of Fast Rerouting and RFR with previous rerouting proposals.In addition to this we propose a mechanism for multiple failure recovery in an LSP. This proposal combines the path protection, segment protection and local repair methods. In addition to the multiple link/node failure protection, the multiple fault tolerance proposal provides a significant reduction of delay that the rerouted traffic can experience after a link failure, because the repair action is taken close to the point of failure.Then we proceed to address an inherent problem of the preplanned alternative LSP. As alternative LSPs are established together with the protected LSP it may happen that the alternative is not the optimal LSP at the time the failure occurs. To overcome this undesired behavior, we propose the Optimal and Guaranteed Alternative Path (OGAP). The proposal uses a hybrid of fast-rerouting and a dynamic approach to establish the optimal alternative LSP while rerouting the affected traffic using the preplanned alternative LSP. This hybrid approach provides the best of the fast rerouting and the dynamic approaches.At the same time we observed that the protection path becomes in fact unprotected from additional failures after the traffic is rerouted onto it.To address this we propose a guarantee mechanism for protection of the new protected LSP carrying the affected traffic, by establishing an alternative LSP for the rerouted traffic after a failure, avoiding the vulnerability problem for the protected traffic.Finally, we present a further optimization mechanism, adaptive LSP, to enhance the existing traffic engineering for Quality of Services (QoS)provision and improve network resource utilization. The adaptive LSP proposal allows more flexibility in network resource allocation and utilization by adapting the LSP to variations in all network loads,resulting in an enhancement of existing MPLS traffic engineering.

Submitted by Cristiane Oliveira (cristiane.oliveira@fgv.br) on 2011-05-27T19:15:55Z No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Approved for entry into archive by Gisele Isaura Hannickel(gisele.hannickel@fgv.br) on 2011-05-27T19:18:51Z (GMT) No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Approved for entry into archive by Gisele Isaura Hannickel(gisele.hannickel@fgv.br) on 2011-05-27T19:19:57Z (GMT) No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Made available in DSpace on 2011-05-27T19:54:44Z (GMT). No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) Previous issue date: 2010-04-16 / The objective of this study is to analyze how the adoption of three technological components could increase the integration, efficiency and quality of the check-in process at Guarulhos international airport, serving the city of São Paulo. After an introduction on the relevance of the subject, and based on the cases of Las Vegas McCarran and London Heathrow – Terminal 5, the characteristics of the identified elements are explained through a review of the theoretical referential. The methodological technique chosen was the case study, which led to the definition of four research categories: modularity, mass customization, the redesign of the business network through the fourth level of integration through IT, and acceptance of self-services by passengers. As a next step, comparable global data for each research category and data for Guarulhos international airport was produced. The conclusion is composed by a proposed analysis for each research category and suggested items for further research. / Este trabalho tem por objetivo analisar como a adoção de três componentes tecnológicos pode aumentar a integração, eficiência e qualidade do processo de check-in de passageiros no aeroporto internacional de Guarulhos, que atende a cidade de São Paulo. Após uma introdução sobre a relevância do tema, e tendo por base os casos de Las Vegas McCarran e Londres Heathrow – Terminal 5, foi feita uma revisão do referencial teórico para explicitar as características identificadas. A abordagem metodológica eleita foi o estudo de caso-único, resultando na definição de quatro categorias de pesquisa: modularidade, customização massificada, o redesenho da cadeia de negócios através quarto nível de integração por meio de TI, e aceitação dos serviços de auto-atendimento pelos passageiros. Em seguida, foi feito um contraponto entre dados secundários globais para as categorias de pesquisa definidas e dados relativos ao aeroporto internacional de Guarulhos. Na conclusão é feita uma análise para cada categoria de pesquisa, bem como sugeridos novos itens para pesquisas futuras.

The objective of my thesis ``Evaluation of the marketing strategy of selected social services facilities operating under the Social Services Act No. 108/2006 Coll., and its proposed innovation{\crqq} was to ascertain whether the facilities had been making use of any marketing strategy, and if so, in what fields. I also investigated the impact of the new Social Services Act on operation of the facilities, and whether there were any differences in usage of strategies in dependence on the founders of the facilities. Marketing of social care has not had a long history in the Czech Republic; it is a segment which has not been experiencing sufficient attention. Marketing is mostly used by private providers of social services.

This thesis focuses on the personality of social workers and their view of the quality of the nursing home in which they work . The first part is generally concerned with quality, problems caused by the quality implementation, different views of quality evaluation and finally with quality evaluation by social workers themselves. The second part is dedicated to research performed by interviewing the social wor-kers working in retirement homes and subsequently comparing the results with the theo-ry.

The thesis deals with the topic of ?The importance of quality inspection of the provision of social services in meeting the Quality Standards for Social Services in sheltered housing facilities?. The inspection is a social policy tool of the Ministry of Labor and Social Affairs the purpose of which is the inclusion of persons threatened by social exclusion. The main objective of the thesis was to determine the effect of the inspections on the quality of provided social services in sheltered housing facilities. Based on the gathered data the following hypothesis was formulated: The quality of the provided social services in sheltered housing facilities is not directly affected by the inspection. One of the partial objectives of the thesis was to determine the effect of the inspection of the provided social services on lives of residents in sheltered housing facilities and the following hypothesis was formulated for the purpose: The inspections of the provided social services do not have any significant impact on the lives of residents in sheltered housing facilities. The qualitative research related to the main objective used the technique of a semi-structured interview. The method selected for the qualitative research for the partial objective was inquiring by means of a questionnaire. The surveyed group consisted of 15 employees and 67 residents of sheltered housing facilities in Veselí nad Lužnicí, Ústí nad Orlicí and in Brno. Based on the above mentioned facts and the completed research I believe that the objectives of the thesis were met and the hypotheses were tested by means of two qualitative surveys.

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-10-20T16:13:15Z No. of bitstreams: 1 Dissert Flávio Basta.pdf: 2529044 bytes, checksum: 905a37af08eddba428da4fb78273fe35 (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-10-23T15:17:00Z (GMT) No. of bitstreams: 1 Dissert Flávio Basta.pdf: 2529044 bytes, checksum: 905a37af08eddba428da4fb78273fe35 (MD5) / Made available in DSpace on 2017-10-23T15:17:00Z (GMT). No. of bitstreams: 1 Dissert Flávio Basta.pdf: 2529044 bytes, checksum: 905a37af08eddba428da4fb78273fe35 (MD5) Previous issue date: 2017-06-27 / A presente pesquisa tem como objetivo estabelecer uma confrontação entre os atributos de qualidade percebidos por clientes, em avaliações on-line espontâneas, após a experimentação do serviço de um hotel categoria cinco estrelas, luxo, e a percepção da equipe gestora do referido estabelecimento. A fundamentação do estudo está suportada por revisão sistemática da literatura. Em termos metodológicos, para a captura da percepção dos clientes, adotou-se a pesquisa e análise de dados de 571 avaliações disponíveis on-line no portal TripAdvisor, enquanto para a pesquisa com os gestores, foram feitas entrevistas individuais com seis profissionais que atuam diretamente na administração do hotel estudado. Como resultado, é evidenciada a necessidade de intervenções estruturais no hotel estudado, o incremento de processos operacionais, controle de estoque, capacitação humana e profunda investigação dos resultados dos motores de satisfação de qualidade. / The present research aims to establish a confrontation between the attributes of perceived quality by clients, in spontaneous online evaluations, after experimenting the service of a five star - luxury category hotel and the perception of the management team of the establishment. The reasoning of the study is supported by a systematic review of the literature. In methodological terms, to capture customer perception, the research and data analysis was made with 571 evaluations available online on the TripAdvisor portal, while for the research with the managers, individual interviews were conducted with 06 professionals who work directly in the administration of the hotel studied. As a result it is evidenced by this study the need for structural interventions on the property, increase operational processes, inventory control, human training and deep investigation of the results of quality satisfaction engines.

Submitted by Vagner Rosalem (vagner@hotmail.com) on 2013-09-06T14:47:08Z No. of bitstreams: 1 99-VERSÃO FINAL DEPOSITADA.pdf: 4178939 bytes, checksum: 61e240a55f9bd157a846cf9d79fc8816 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2013-09-06T14:50:09Z (GMT) No. of bitstreams: 1 99-VERSÃO FINAL DEPOSITADA.pdf: 4178939 bytes, checksum: 61e240a55f9bd157a846cf9d79fc8816 (MD5) / Made available in DSpace on 2013-09-06T15:03:22Z (GMT). No. of bitstreams: 1 99-VERSÃO FINAL DEPOSITADA.pdf: 4178939 bytes, checksum: 61e240a55f9bd157a846cf9d79fc8816 (MD5) Previous issue date: 2013-08-08 / The purpose of this work was to analyze the perceptions of key actors in the production chain of health on the quality of services provided by hospitals in the State of Goiás - BR. For this was used as the measuring instrument SERVQUAL scale, which is widely validated, and this study was appropriately adapted and tested its reliability for healthcare, by calculating the Alpha Cronbrach that more than 0,703 results found for dimensions relating to the quality expectations and 0,708 for the dimensions relating to the quality of the performance. The sample consisted of 347 individuals belonging to 03 groups end (downstream) of actors in this production chain. The first stakeholder group made up of managers was subdivided into 02 subgroups, 58 managers of public hospitals and 57 private hospitals managers, the second group of actors composed of health professionals was subdivided into 02 subgroups, 58 health professionals from hospitals 58 public and private hospitals, the third stakeholder group comprised patients / users of hospital services was subdivided into 02 subgroups, 58 patients / users of public hospitals and 58 private hospitals. We compared the five dimensions of quality proposals that scale between groups by ANOVA and by adopting a significance level of 0.05 for the analyzes. The results obtained indicate signicantes differences of perceptions of quality in groups of managers of public hospitals and managers of private hospitals, as well as significant differences in the groups of patients / users of public hospitals and private hospitals. In groups composed of managers, the dimensions that showed significant differences were tangibility, promptness and empathy. In groups composed of patients / users, differences in perception of quality proved to be significant in the dimensions of tangibility and promptness. Comparing the 06 (six) subgroups, we found that the groups of patients / users elected promptness as the main dimension of perceived quality. The groups consist of the managers gave more emphasis to the tangibility dimension as the main assignment in quality. In turn, the group composed of health professionals in public hospitals have the security dimension as the master and the group composed of health professionals from private hospitals, the dimension of tangibility as the main dimension to define quality. Thus, it is understood that the results can introduce important directions to managers regarding the channeling of resources and adoption of actions aimed at improving the quality of services provided to patients / users of the hospitals studied. / A proposta deste trabalho foi analisar comparativamente as percepções dos principais atores da cadeia produtiva da saúde sobre a qualidade dos serviços prestados por hospitais no Estado de Goiás - BR. Para tal utilizou-se como instrumento de medida a Escala SERVQUAL, que é amplamente validada, e neste estudo foi devidamente adaptada e com sua confiabilidade testada para a área da saúde, através do cálculo do Alpha de Cronbrach que apurou resultados superiores a 0,703 para as dimensões da qualidade referentes às expectativas e 0,708 para as dimensões da qualidade referentes ao desempenho. A amostra foi composta por 347 indivíduos pertencentes aos 03 grupos finais (à jusante) de atores desta cadeia produtiva. O primeiro grupo de atores composto pelos gestores foi subdividido em 02 subgrupos, sendo 58 gestores de hospitais públicos e 57 gestores de hospitais privados; o segundo grupo de atores composto por profissionais da saúde foi subdividido em 02 subgrupos, sendo 58 profissionais da saúde de hospitais públicos e 58 de hospitais privados; o terceiro grupo de atores composto pelos pacientes/usuários dos serviços hospitalares foi subdividido em 02 subgrupos, sendo 58 pacientes/usuários de hospitais públicos e 58 de hospitais privados. Foram comparadas as cinco dimensões da qualidade propostas pela referida escala entre os grupos por ANOVA e adotando-se uma significância de 0,05 para as análises. Os resultados apurados apontam diferenças signicantes de percepções da qualidade nos grupos dos gestores dos hospitais públicos e gestores dos hospitais privados, bem como diferenças significantes nos grupos dos pacientes/usuários dos hospitais públicos e dos hospitais privados. Nos grupos compostos pelos gestores, as dimensões que apresentaram diferenças significantes foram a tangibilidade, a presteza e a empatia. Nos grupos compostos pelos pacientes/usuários, as diferenças de percepção da qualidade mostraram-se significantes nas dimensões da tangibilidade e presteza. Na comparação entre os 06 (seis) subgrupos, observou-se que os grupos dos pacientes/usuários elegeram a presteza como sendo a principal dimensão da percepção da qualidade. Os grupos compostos pelos gestores valorizaram mais a dimensão da tangibilidade como sendo a principal na atribuição da qualidade. Por sua vez, o grupo composto por profissionais da saúde dos hospitais públicos tem a dimensão da segurança como sendo a principal e o grupo composto por profissionais da saúde dos hospitais privados, a dimensão da tangibilidade como sendo a principal dimensão para definir a qualidade. Dessa forma, entende-se que os resultados podem introduzir importantes direcionamentos aos gestores no que se refere à canalização de recursos bem como adoção de ações visando à melhoria da qualidade dos serviços prestados para os pacientes/usuários dos hospitais estudados.

La notion de qualité des services et de l’organisation du travail dans les banques libanaises est placée depuis plusieurs années au cœur des préoccupations et de l’organisation du système bancaire. Cependant, dans leur démarche actuelle, elles sont confrontées à plusieurs risques et déceptions car les coûts de leurs démarches sont élevés. Pour faire développer la proactivité, un changement par un management innovant est alors nécessaire. À partir de recherche-intervention réalisée dans quatre succursales bancaires sur le territoire libanais, nous nous sommes intéressé à analyser les convergences et les spécificités de ces organisations afin de proposer un modèle de management commun qui servirait de base à la croissance et au développement de ces établissements tout en conciliant qualité et coûts. La recherche propose une méthodologie permettant de développer les pratiques professionnelles de ces organisations. Un modèle de management socio-économique est proposé pour pérenniser les démarches de changement, en utilisant des outils afin d’améliorer l’organisation du travail et la qualité des services dans ces organisations tout en réduisant les coûts. / The concept of services quality and work organization in the Lebanese banks is placed since several years in the banking system main concerns and its organization. However, in their current approach, they are facing many risks and disappointments because the high costs of their actions.To have a proactivity contribution, a change using an innovative management will be necessary. From the research-intervention in four Lebanese bank branches, we were interested to analyze these organizations similarities and specificities in order to develop a common management model as a basis for these establishments’ growth and development, balancing quality and costs. The research proposes a methodology to develop professional practices of these organizations.A socio-economic management model is proposed to sustain the efforts of change, using tools in order to improve work organization and services quality in these organizations while reducing costs.

The master thesis is focused on mapping of all the processes that customer goes through before achieving the skiing activity in ski resort Špindlerův Mlýn, currently operated by MELIDA, a.s. In the theoretical part services specifications, Six Sigma methodology and Key Performance Indicators basics are briefly described. The practical part consists of introduction of the ski area, measuring and mapping processes in combination with weak points identification. In order to eliminate weak points previously identified, the process of getting feedbacks from customers was introduced. As a result of this process, actions to eliminate the weak spots, were proposed and will be implemented. In order to maintain the appropriate structure of the thesis, Six Sigma methodology procedures and instruments, were used.

This thesis deals with the measurement of transmission parameters in the new generation access networks NGA. The aim of the thesis is to build and configure a test network and scenarios for the measurement of service quality parameters and then verify the transmission stability. The theoretical part describes general functioning of NGN networks, the requirements of different telecommunications services on quality parameters, methodology and recommendations for measuring transmission parameters in packet networks. The practical part deals with the configuration of scenarios using mainly MPLS technology and methodology of their testing. Measurements were performed according to recommendations IETF RFC 2544, IETF RFC 6349 with the ExacTCP test and ITU-T Y.1564 with the EtherSAM test. For measurements were used measuring instruments of EXFO brand. In conclusion, the measurement results according to the mentioned standards were evaluated and also the advantages of using the measurement according to the given standard in NGA access networks were discussed.