Submitted by Daniela Zanardo Rossetto (dzanardorossetto@gmail.com) on 2018-09-21T14:30:24Z No. of bitstreams: 1 DISSERTAÇÃO Daniela_versão final.pdf: 1752011 bytes, checksum: 5cb28039b1f53b3e73bfa888453c73f6 (MD5) / Approved for entry into archive by Cristina Alexandra de Godoy null (cristina@adm.feis.unesp.br) on 2018-09-26T19:47:28Z (GMT) No. of bitstreams: 1 rossetto_dz_me_ilha.pdf: 1752011 bytes, checksum: 5cb28039b1f53b3e73bfa888453c73f6 (MD5) / Made available in DSpace on 2018-09-26T19:47:28Z (GMT). No. of bitstreams: 1 rossetto_dz_me_ilha.pdf: 1752011 bytes, checksum: 5cb28039b1f53b3e73bfa888453c73f6 (MD5) Previous issue date: 2018-07-27 / A pesquisa que deu origem a este trabalho foi concebida a partir de questionamentos provocados por uma experiência vivida em um projeto desenvolvido, com alunos do Ensino Médio, durante o período da Graduação. Partindo do pressuposto que a Resolução de Problemas é uma relevante estratégia didática a ser considerada no processo de ensino e de aprendizagem de Matemática, o objetivo deste trabalho é analisar e discutir qual o tratamento dado à Resolução de Problemas no Currículo de Matemática do Estado de São Paulo, no Ensino Médio. Além disso, buscamos compreender qual é a visão dos professores de matemática, desta etapa do ensino básico, sobre a Resolução de Problemas e sobre a forma como essa metodologia de ensino é abordada nesse Currículo. Tomamos, como referência para fundamentação teórica do trabalho, as concepções apresentadas por autores como Stanic e Kilpatrick (1990), Schoenfeld (2007), Onuchic e Allevato (2011), dentre outros. Para o desenvolvimento da pesquisa foram adotadas as seguintes etapas: revisão teórica sobre a Resolução de Problemas no ensino de Matemática; análise do Currículo de Matemática do Estado de São Paulo, com o objetivo de compreender a forma como a Resolução de Problemas é abordada nesse documento; análise do Caderno do Aluno, com o objetivo de verificar quais atividades propostas utilizam a Resolução de Problemas; entrevistas com professores de Matemática da rede Estadual que lecionam no Ensino Médio. Para a análise do Currículo foi utilizada a metodologia de Análise Documental e para a análise das entrevistas usamos a Análise do Discurso. / The research that gave rise to this work was conceived based on questions provoked by an experience lived in a project developed with students of High School, during the period of Graduation. Based on the assumption that Problem Solving is a relevant didactic strategy to be considered in the teaching and learning process of Mathematics, the objective of this work is to analyze and discuss the treatment given to Problem Solving in the Mathematics Curriculum of the State of São Paulo, in High School. In addition, we sought to understand the vision of mathematics teachers, from this stage of basic education, on Problem Solving and on how this teaching methodology is approached in this Curriculum. We take as reference the theoretical basis of the work, the concepts presented by authors such as Stanic and Kilpatrick (1990), Schoenfeld (2007), Onuchic and Allevato (2011), among others. For the development of the research the following steps were adopted: theoretical revision on the Problem Solving in the teaching of Mathematics; analysis of the Mathematics Curriculum of the State of São Paulo, in order to understand how the Problem Solving is addressed in this document; analysis of the Student Notebook, with the purpose of verifying which proposed activities use Problem Solving; interviews with teachers of Mathematics of the State network that teach in High School. For the analysis of the Curriculum the methodology of documental analysis was used and for the analysis of the interviews we used the Discourse Analysis.

The steady and uninterrupted availability of systems is essential for the mission of many companies and other organizations. This responsibility relies mostly upon support engineers, who are responsible to respond to incidents. Incident response is a unique type of task in software engineering, given it carries distinguishing characteristics like risks, pressure, incomplete information and urgency. Despite the importance of this task for many organizations, little can be found in the literature about the incident response task and model. To fill the gap, we created a theoretical foundation to foster research on incident response. We conducted an interview study, asking 12 support engineers about their experiences dealing with outages, service degradation, and other incidents that demanded an urgent response. We used our 22 collected cases to identify important concepts of incidents and their dimensions, and created an ontology of incidents and a model of the incident response. To validate the usefulness of our results, we analyzed our incidents based on our ontology and model, providing some insights related to detection of incidents, investigation and the hand over process. We also provide analytical insights related to the prevention of resource limitation incidents. Finally, we validate the usefulness of our research by proposing an improvement on monitoring tools used by support engineers.

Troubleshooting information for the Iltis Canadian Military Truck is in short supply. The applicable Canadian Forces Technical Orders are limited to one copy for each maintenance workshop and the personnel reductions recently experienced by the Canadian Forces has resulted in a need for greater efficiency in the workplace. The need for a troubleshooting aid for the vehicle was investigated. Since Maintenance Manuals in use are limited in number and time-consuming to update, a computer-based system was considered. A diagnostic software tool was designed that mirrored the function of the existing repair manuals. A programme was developed that could be used as a model for future development of computer-based diagnostic tools within the Canadian Armed Forces. A description of the needs analysis, the expert system shell used to develop the software, and the diagnostic tool are included. / Master of Science

The purpose of this study was to determine the effects of a simulation with workedexamples on the creation of episodic memories and the troubleshooting ability of maintenance technician students. Previous research shows that domain knowledge, conceptual knowledge, strategic knowledge, and episodic memories are all required to successfully troubleshoot. While domain, conceptual, and strategic knowledge can all be taught using traditional instruction, episodic memories require students to experience the actual troubleshooting of a fault. Simulations and worked examples are two instructional methods that have proven effective at teaching troubleshooting. This research specifically examined how a simulation combined with worked examples would affect 1) immediate troubleshooting abilities, 2) the creation of episodic memories, and 3) delayed troubleshooting abilities. This study was conducted in two stages and administered via a learning management system due to COVID-19 restrictions. The first stage included a pre-test, a training session using the simulation with worked examples, and an immediate post-test for near and far transfer of troubleshooting abilities. The second stage occurred one week later and included the final posttest for near and far transfer of troubleshooting abilities and creation of episodic memories. Answers to four troubleshooting questions on each of the pre-test and immediate and delayed post-tests were collected to determine any differences in the immediate and retained troubleshooting abilities. Answers to the solution mapping questions were collected to determine the creation of episodic memories. A repeated measure analysis of variance was conducted in SPSS to analyze the results of the troubleshooting pre- and post-tests. A correlational coefficient was used to determine any interaction between episodic memories and delayed troubleshooting abilities. Previous experience levels and participants’ major of study were also examined to determine their effect on the results. The findings show the simulation with worked examples had a statistically significant effect on delayed troubleshooting abilities and the created episodic memories had a positive correlation with the delayed troubleshooting, both with a medium effect size. However, the simulation with worked examples had no statistically significant effect on immediate troubleshooting abilities. Levels of previous experience and participants’ major of study had little effect on the results.

Haglund Industri är ett företag specialiserat på tillverkning av kylar och frysar. Företaget står dock inför utmaningar med frysningsprocessen av en specifik typ av produkt. Varmluftsläckage mellan dörrens karm och magnetremsa resulterar i isbildning som påverkar produktkvalitet och funktion. Problemet uppstår inkonsekvent i specifika produkter och observeras oftast under perioder med hög luftfuktighet. Detta problem påverkar slutskedet av produktionsprocessen, vilket leder till slöseri med tid och energi. Därför behövs en optimeringsmetod för att ta itu med problemet och förbättra produktkvaliteten. Projektet syftar till att optimera frysprocessen och minimera isbildning genom att analysera grundorsaken till problemet och utforma en lämplig lösning. Optimeringsprocessen kommer att beakta produktionslinjen, använda material och miljöfaktorer. Resultaten av detta projekt förväntas förbättra produktkvaliteten, minska produktionskostnaderna och öka kundnöjdheten. Mättningar och simuleringar gjorda för denna fallstudie visar hur små skillnader i tillverkning kan påverka slutproduktens funktioner. Med hjälp av olika hjälpmedel och strategier i produktionen kan dessa observeras. / Haglund Industries is a company specializing in the production of frozen food products. However, the company is facing challenges with the freezing process of a specific type of product. Warm air leakage between the door's frame and magnetic strip results in ice formation that affects product quality and function. The problem occurs inconsistently in specific products and is mostly observed during high humidity periods. This problem affects the final stages of the production process, causing wasted time and energy. Therefore, an optimization approach is needed to address the issue and improve product quality. The project aims to optimize the freezing process and minimize ice formation by analyzing the root cause of the problem and designing a suitable solution. The optimization process will consider the production line, materials used, and environmental factors. The results of this project are expected to improve product quality, reduce production costs, and increase customer satisfaction. Measurements and simulations made for this case study show how small differences in manufacturing can affect the functions of the final product. With the help of the various aids and strategies in production, these can be observed.

Målet med detta arbete är tvåfaldigt, först att producera utbildningsmaterial inom nätverk och felsökning och sedan presentera ett antal felsökningsverktyg för användning vid både utbildning och daglig drift. I nuläget så har företaget en rudimentär utbildning som avser hjälpa ny personal att snabbare komma i fas med supportarbetet men den saknar delar som företaget nu önskar åtgärda. Ambitionen är att med en ny uppdaterad och mer strukturerad utbildning där extra fokus läggs på felsökning kommer ge resultat på längre sikt och i slutändan vara positivt för företaget.

Society is challenging systems engineers by demanding increasingly complex and integrated IT systems (Northrop et al., 2006; RAE, 2004) e.g. integrated enterprise resource planning systems, integrated healthcare systems and business critical services provisioned using cloud based resources. These types of IT system are often systems-of-systems (SoS). That is to say they are composed of multiple systems that are operated and managed by independent parties and are distributed across multiple organisational boundaries, geographies or legal jurisdictions (Maier, 1998). SoS are notorious for becoming problematic due to interconnected technical and social issues. Practitioners claim that they are ill equipped to deal with the sociotechnical challenges posed by system-of-systems. One of these challenges is to identify the socio-technical threats associated with building, operating and managing systems whose parts are distributed across organisational boundaries. Another is how to troubleshoot these systems when they exhibit undesirable behaviour. This thesis aims to provide a modelling abstraction and an extensible technique that enables practitioners to identify socio-technical threats prior to implementation and troubleshoot SoS post-implementation. This thesis evaluates existing modelling abstractions for their suitability to represent SoS and suggests that an agent-responsibility based modelling abstraction may provide a practical and scalable way of representing SoS for socio-technical threat identification and troubleshooting. The practicality and scalability of the abstraction is explored through the use of case studies that motivate the extension of existing responsibility-based techniques so that new classes of system (coalitions-of-systems) and new classes of threat (agent-related threats) may be analysed. This thesis concludes that the notion of ‘responsibility' is a promising abstraction for representing and analysing systems that are composed of parts that are independently managed and maintained by agents spanning multiple organisational boundaries e.g. systems-of-systems, enterprise-scale systems.

This thesis considers computer-assisted troubleshooting of heavy vehicles such as trucks and buses. In this setting, the person that is troubleshooting a vehicle problem is assisted by a computer that is capable of listing possible faults that can explain the problem and gives recommendations of which actions to take in order to solve the problem such that the expected cost of restoring the vehicle is low. To achieve this, such a system must be capable of solving two problems: the diagnosis problem of finding which the possible faults are and the decision problem of deciding which action should be taken. The diagnosis problem has been approached using Bayesian network models. Frameworks have been developed for the case when the vehicle is in the workshop only and for remote diagnosis when the vehicle is monitored during longer periods of time. The decision problem has been solved by creating planners that select actions such that the expected cost of repairing the vehicle is minimized. New methods, algorithms, and models have been developed for improving the performance of the planner. The theory developed has been evaluated on models of an auxiliary braking system, a fuel injection system, and an engine temperature control and monitoring system.

This report focuses on finding best practices and a better methodology when performing computer network analysis and troubleshooting. When network analysis is performed, computer network data packets are captured using data capturing software. The data packets can then be analysed through a user interface to reveal potential faults in the network. Network troubleshooting is focusing more on methodology when finding a fault in a network. The thesis work was performed at Cygate where they have recently identified needs for an updated network analysis methodology and a documentation template when documenting the network analysis results. Thus, the goal of this thesis has been to develop an elaborated methodology and discover best practices for network analysis and to write a documentation template for documenting network analysis work. As a part of discovering best practices and a methodology for network analysis, two laboratory tests were performed to gather results and analyse them. To avoid getting too many results but to still keep the tests within the scope of this thesis, the laboratory tests were limited to four network analysis tools and two test cases that are explained below. In the first laboratory test during three different test sequences, voice traffic (used in IP-phones and Skype etc.) is sent in the network using a computer program. In two of the test sequences other traffic is also congesting the network to disturb the sensitive voice traffic. The program used to send the voice traffic then outputs values; packet delay, jitter (variation in delay) and packet loss. Looking at these values, one can decide if the network is fit for carrying the sensitive voice traffic. In two of the test cases, satisfying results were gathered, but in one of them the results were very bad due to high packet loss. The second laboratory test focused more on methodology than gathering and analysing results. The goal of the laboratory test was to find and prove what was wrong with a slow network, which is a common fault in today’s networks due to several reasons. In this case, the network was slow due to large amounts of malicious traffic congesting the network; this was proven using different commands in the network devices and using different network analysis tools to find out what type of traffic was flowing in the network. The documentation template that was written as part of this thesis contains appealing visuals and explains some integral parts for presenting results when network analysis has been performed. The goal of the documentation template was an easy-to-use template that could be filled in with the necessary text under each section to simplify the documentation writing. The template contains five sections (headlines) that contain an explanation under it with what information is useful to have under that section. Cygate’s network consultants will use the documentation template when they are performing network analysis. For future work, the laboratory test cases could be expanded to include Quality of Service (QoS) as well. QoS is a widely deployed technology used in networks to prioritise different types of traffic. It could be used in the test cases to prioritise the voice traffic, in which case the results would be completely different and more favourable.

Visions of future computing in residential settings often come with assumptions of seamless, well-functioning, properly configured devices and network connectivity. In the near term, however, processes of setup, maintenance, and troubleshooting are fraught with difficulties; householders regularly report these tasks as confusing, frustrating, and unpleasant. I conducted a series of empirical studies examining both the sources of digital complexity in residential settings well as how people cope with these complexities. Grounded in this fieldwork, I designed a technology probe called Tech Clips. Tech Clips facilitates the sharing of technology-related information by and for people within one's social network. I then conducted a long-term, real-world deployment study in which ten families used the software, while simultaneously completing a series of common computing setup and maintenance tasks. Based on the results of this study, I provide both a rich description of home technology usage and maintenance practices, as well as design implications for software systems that facilitate help-giving between family and friends. The contributions of this research are (1) empirical studies of how lay people understand and cope with vexing technology problems in environments lacking technical experts; (2) the development of a software system to facilitate technical advice sharing; (3) deployment of this system in real-world settings; and (4) recommendations for the design of future tools for facilitating technical help-giving between family and friends.