Este estudo buscou compreender o canal de marketing usado para distribuição de servidores de microinformática do tipo x86 que, segundo institutos de pesquisas como o IDC (2009), responderão pela maioria absoluta de todos os servidores vendidos no país. Dentro da categoria de servidores x86, foram explorados os que estão em fases de crescimento e maturidade no ciclo de vida, devido aos potenciais de venda e de agregação de serviços ao cliente final. Para tanto, foram entrevistados doze membros deste canal, incluindo o fabricante dos produtos, três atacadistas, quatro varejistas e quatro clientes finais. Estes foram questionados sobre suas funções no canal de marketing analisado, avaliação de capacitação técnica para venda e prestação de serviços ao cliente, além dos papéis dos clientes e suas expectativas quando ao serviço ao cliente prestado. Percebeu-se que deficiência na capacitação e falta de estruturação nos varejistas pode ser um fator crítico para o canal de marketing, podendo comprometer a imagem dos produtos vendidos, o entendimento das necessidades e a prestação de serviços ao cliente e, de certa forma, o resultado de todos os outros membros do canal. / The intent of this study was to understand the marketing channel used to distribute x86 servers which, according to research institutes such as IDC (2009), will account for the majority of the servers sold in Brazil. Within the x86 category only products in growth or maturing lifecycle were considered in the investigation. These were selected due to potential of sales and customer services aggregation to the final purchasing customers. To accomplish that, twelve members of this channel were interviewed, including the product manufacturer, three wholesalers, four retailers and four final customers. They were asked about their function in the studied marketing channel, about their technical capability to sell and to serve customers, in addition to understanding the customer roles and their expectations on the performed service. The results found that reseller deficiency in technical skills and poor structure definition may be a critical factor for the marketing channel. This possibly compromises the image of sold products, the understanding of customer needs, customer services delivered and, in a certain way, the results for the other channel members.

The current study investigated the effectiveness of a task clarification meeting and consistent task specific feedback on the completion of customer service tasks by servers at a local sit-down restaurant. The current study also investigated whether customers tip based on social convention (i.e., adjust a tip based on bill percentage according to the quality of customer service received) and whether customer service quality ratings were related to task completion and tip percentage. A list of tasks that should be completed during the course of table-service was developed into a survey through meetings with a restaurant manager. In experiment 1, task completion, tip percentage, and customer service quality data were collected by customers and completed surveys were left on the table as feedback for participants to find. The task clarification meeting and task specific customer feedback increased task completion for two of the three participants, tips were not related to task completion, task completion was moderately and significantly related to customer service quality, and customer service quality was not significantly related to tip percentage. In experiment 2, data were collected by the lead experimenter and completed surveys were vocally and visually reviewed by the experimenter with the server. The task clarification meeting and task specific experimenter feedback increased task completion for all three participants and tips were not related to task completion. Implications of the data as they relate to previous research on feedback and pay-for-performance schedules are discussed.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / O presente estudo, epidemiológico e de caráter exploratório, tem como objeti-vo analisar, comparativamente, as relações entre mobbing (assédio moral) e as di-mensões da Síndrome de Burnout em servidores da justiça do trabalho. A escolha deste tópico de pesquisa é justificada pelo aumento dos números estatísticos e pela evidência empírica de que o burnout é o dano mais prevalente que acomete vítimas de mobbing. Os 552 participantes desta pesquisa constituem uma amostra repre-sentativa, extraída de uma população de 3239 servidores públicos. O respectivo plano amostral levou em consideração variáveis sócio-demográficas, entre as quais: gênero, cargo, escolaridade e outras de relevância para a pesquisa. Foram quatro os instrumentos de medida aplicados nos participantes: um questionário sócio-demográfico, a Escala de Percepção do Assédio Moral no Trabalho - EP-AMT (Mar-tins; Ferraz, 2008), a Escala de Impacto Afetivo do Assédio Moral no Trabalho - EIA-AMT (Martins; Ferraz, 2008) e o Maslach Burnout Inventory General Survey MBI-GS (Maslach; Schaufeli, 1993). Na análise estatística, foram utilizados os softwares SPSS V17, Minitab 16 e Excel Office 2010 e, para medir a significância entre as amostras, foi utilizada a estatística t de Student. Os resultados desta investigação permitem identificar a existência de interfaces entre os construtos mobbing e bur-nout. Além disso, os dados gerados pela pesquisa favorecem a construção de indi-cadores úteis ao planejamento de ações em políticas públicas de prevenção, anteci-pação, identificação, intervenção e enfrentamento de casos de assédio moral e bur-nout no ambiente laboral, com conseqüente preservação da saúde mental dos traba-lhadores desse segmento.

Este estudo buscou compreender o canal de marketing usado para distribuição de servidores de microinformática do tipo x86 que, segundo institutos de pesquisas como o IDC (2009), responderão pela maioria absoluta de todos os servidores vendidos no país. Dentro da categoria de servidores x86, foram explorados os que estão em fases de crescimento e maturidade no ciclo de vida, devido aos potenciais de venda e de agregação de serviços ao cliente final. Para tanto, foram entrevistados doze membros deste canal, incluindo o fabricante dos produtos, três atacadistas, quatro varejistas e quatro clientes finais. Estes foram questionados sobre suas funções no canal de marketing analisado, avaliação de capacitação técnica para venda e prestação de serviços ao cliente, além dos papéis dos clientes e suas expectativas quando ao serviço ao cliente prestado. Percebeu-se que deficiência na capacitação e falta de estruturação nos varejistas pode ser um fator crítico para o canal de marketing, podendo comprometer a imagem dos produtos vendidos, o entendimento das necessidades e a prestação de serviços ao cliente e, de certa forma, o resultado de todos os outros membros do canal. / The intent of this study was to understand the marketing channel used to distribute x86 servers which, according to research institutes such as IDC (2009), will account for the majority of the servers sold in Brazil. Within the x86 category only products in growth or maturing lifecycle were considered in the investigation. These were selected due to potential of sales and customer services aggregation to the final purchasing customers. To accomplish that, twelve members of this channel were interviewed, including the product manufacturer, three wholesalers, four retailers and four final customers. They were asked about their function in the studied marketing channel, about their technical capability to sell and to serve customers, in addition to understanding the customer roles and their expectations on the performed service. The results found that reseller deficiency in technical skills and poor structure definition may be a critical factor for the marketing channel. This possibly compromises the image of sold products, the understanding of customer needs, customer services delivered and, in a certain way, the results for the other channel members.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / O presente estudo, epidemiológico e de caráter exploratório, tem como objeti-vo analisar, comparativamente, as relações entre mobbing (assédio moral) e as di-mensões da Síndrome de Burnout em servidores da justiça do trabalho. A escolha deste tópico de pesquisa é justificada pelo aumento dos números estatísticos e pela evidência empírica de que o burnout é o dano mais prevalente que acomete vítimas de mobbing. Os 552 participantes desta pesquisa constituem uma amostra repre-sentativa, extraída de uma população de 3239 servidores públicos. O respectivo plano amostral levou em consideração variáveis sócio-demográficas, entre as quais: gênero, cargo, escolaridade e outras de relevância para a pesquisa. Foram quatro os instrumentos de medida aplicados nos participantes: um questionário sócio-demográfico, a Escala de Percepção do Assédio Moral no Trabalho - EP-AMT (Mar-tins; Ferraz, 2008), a Escala de Impacto Afetivo do Assédio Moral no Trabalho - EIA-AMT (Martins; Ferraz, 2008) e o Maslach Burnout Inventory General Survey MBI-GS (Maslach; Schaufeli, 1993). Na análise estatística, foram utilizados os softwares SPSS V17, Minitab 16 e Excel Office 2010 e, para medir a significância entre as amostras, foi utilizada a estatística t de Student. Os resultados desta investigação permitem identificar a existência de interfaces entre os construtos mobbing e bur-nout. Além disso, os dados gerados pela pesquisa favorecem a construção de indi-cadores úteis ao planejamento de ações em políticas públicas de prevenção, anteci-pação, identificação, intervenção e enfrentamento de casos de assédio moral e bur-nout no ambiente laboral, com conseqüente preservação da saúde mental dos traba-lhadores desse segmento.

O surgimento de novos serviços e aplicações baseados na Web tem provocado um aumento desenfreado na quantidade de usuários da World Wide Web que, por sua vez, se torna cada vez mais popular no mundo dos negócios. Sites de e-commerce, que demandam grande tráfego de requisições, têm adotado sistemas de servidores Web distribuídos, como a arquitetura Web Cluster. Isso se deve ao fato de enfrentarem frequentemente situações de sobrecarga, durante as quais podem deixar de atender requisições de transação (com grande probabilidade de gerar renda) por conta do aumento na demanda de requisições de navegação (geram renda apenas de forma indireta). A utilização ineficiente de recursos pode comprometer o desempenho do sistema e é nesse contexto que este trabalho se insere. Neste trabalho foi desenvolvido um modelo de Servidor Web para E-Commerce (SWE-C),validado por meio de um modelo de simulação e uma carga sintética gerada a partir de um modelo desenvolvido com os principais tipos de requisições que caracterizam um site de e-commerce. Foram realizadas simulações no sistema com diversas combinações de algoritmos de escalonamento e disciplinas de atendimentos para filas, dentre as quais de destaca uma nova disciplina que utiliza um mecanismo de prioridades orientado ao consumo de CPU proposto neste trabalho. O objetivo é aumentar o throughput de requisições de transação e melhorar os tempos de resposta em situações de sobrecarga. Uma avaliação de desempenho foi realizado e constatou-se que o mecanismo de prioridades proposto é adequado às necessidades de um site de e-commerce. / The appearance of new services and applications based on the web has causing a wild increase in the amount of users of the World Wide Web that becomes more popular in the business world. E-commerce sites that demand great request traffic has adopted a distributed web servers system, such as the Web Cluster. This occurs because this sites frequently are on overloaded situations, leaving to serve request transactions (with large probability of generate income) due to increasing demand of navigation requests (generates income only indirectly). The low resource utilization can compromise the system performance. This work is inserted in this context. In this master thesis has been developed a Web server model for E-Commerce (WSE-C). It is validated with a simulation model using a synthetic workload characterized with the main types of equest identified from e-commerce sites. Several simulations were accomplished in the system, combining the scheduling algorithms, the queue attendances disciplines and the use of a new priority mechanism oriented to the CPU utilization. The aim of this work is increase the request throughput and to obtain a better response time on overload situation. A performance evaluation was conducted and shown that priority mechanisms is adequate to a e-commerce site.

Nowadays, Data Centers use Virtualization, as a technique to make use of the opportunity for extension of independent virtual resources from the available physical hardware. Virtualization technique is implemented in the Data Centers to maximize the utilization of physical hardware (which significantly reduces the energy consumption and operating costs) without affecting the “Quality of Service (QoS)”. The main objective of this thesis is to study, the different network topologies used in the Data Center architecture, and to compare the QoS parameters of the virtual server over the physical server and also to abstract the better technology exists for virtualization. The research methodology used in this thesis is “qualitative”. To measure the QoS, we take the Latency, Packet loss, Throughput aspects of virtual servers under different virtualization technologies (KVM, ESXi, Hyper-V, Fusion, and Virtualbox) and compare their performance over the physical server. The work also investigates the CPU, RAM Utilizations and compare the physical and virtual server's behavior under different load conditions. The Results shows us that the virtual servers have performed better in terms of resource utilization, Latency and response times when compared to the physical servers. But there are some factors like backup and recovery, VM Sprawl, capacity planning, building a private cloud, which should be addressed for the growth of virtual data centers. Parameters that affect the performance of the virtual servers are addressed and the trade-off between the virtual and physical servers is established in terms of QoS aspects. The overall performance of virtual servers is effective when compared to the performance of physical servers.

Due to various reasons data centers have become ubiquitous in our society. Energy costs are significant portion of data centers total lifetime costs which also makes financial sense to operators. This increases huge concern towards the energy costs and environmental impacts of data center. Power costs and energy efficiency are the major challenges front of us.From overall cyber energy used, 15% is used by networking portion ofa data center. Its estimated that the energy used by network infrastructure in a data center world wide is 15.6 billion kWh and is expected to increase to around 50%. Power costs and Energy Consumption plays a major role through out the life time of a data center, which also leads to the increase in financial costs for data center operators and increased usage of power resources. So, resource utilization has become a major issue in the data centers. The main aim of this thesis study is to find the efficient way for utilization of resources and decrease the energy costs to the operators in the data centers using virtualization. Virtualization technology is used to deploy virtual servers on physical servers which uses the same resources and helps to decrease the energy consumption of a data center.

The Internet became a standard way of exchanging business data between B2B and B2C applications and with this came the need for providing various services on the web instead of just static text and images. Web services are a new type of services offered via the web that aid in the creation of globally distributed applications. Web services are enhanced e-business applications that are easier to advertise and easier to discover on the Internet because of their flexibility and uniformity. In a real life scenario it is highly difficult to decide which J2EE application server to go for when deploying a enterprise web service. This thesis analyzes the various ways by which web services can be developed & deployed. Underlying protocols and crucial issues like EAI (enterprise application integration), asynchronous messaging, Registry tModel architecture etc have been considered in this research. This paper presents a report by analyzing what various J2EE application servers provide by doing a case study and by developing applications to test functionality.

Cloud computing has been widely used for some time now, and its area of use is growing larger and larger year by year. It is very convenient for companies to use cloud computing when creating certain products, however it comes with a great price. In this thesis it will be evaluated if one could optimize the expenses for a product regardless of what platform that is used. And would it be possible to anticipate how much resources a product will need, and allocate those machines in a dynamic fashion?       In this thesis the work of predicting the need of rendering machines based on response times from user requests, and dynamically allocate rendering machines to a product based on this need will be evaluated. The solution used will be based on machine learning, where different types of regression models will try to predict the response times of the future, and evaluate whether or not they are acceptable. During the thesis both a simulation and a replica of the real architecture will be implemented. The replica of the real architecture will be implemented by using AWS cloud services.       The resulting regression model that turned out to be best, was the simplest possible. A linear regression model with response times as the independent variable, and the queue size per rendering machine was used as the dependent variable. The model performed very good in the region of realistic response times, but not necessarily that good at very high response times or at very low response times. That is not considered as a problem though, since response times in those regions should not be of concern for the purpose of the regression model. The effects of the usage of the regression model seems to be better than in the case of using a completely reactive scaling method. Although the effects are not really clear, since there is no user data available. In order for the effects to be evaluated in a fair way, there is a need of user patterns in terms of daily usage of the product. Because the requests in the used simulation are based on pure randomness, there is no correlation in what happened 10 minutes back in the simulation and what will happen 10 minutes in the future. The effect of that is that it is really hard to estimate how the dependent variable will change over time. And if that can not be estimated in a proper way, the results with the inclusion of the regression model can not be tested in a realistic scenario either.