Explica que la innovación estratégica es un factor decisivo para alcanzar el éxito en el negocio y, en un nivel macro, dentro de la industria. Expone importantes cifras del PwC sobre la experiencia del cliente: el 70% de los usuarios buscan rapidez, conveniencia y amabilidad en el trato.

La presente investigación tuvo como objetivo proponer la implementación de la metodología de las 5s en el área de admisión del centro de salud Manuel Sánchez Villegas ubicado en La Victoria, en la ciudad de Chiclayo, mediante la investigación descriptiva, aplicando una encuesta al personal encargado del área de admisión y realizando un diagnóstico para identificar las características de esta área en cada dimensión de la metodología 5s, se evidencio como principal problema la ineficiente gestión y administración de las historias clínicas, así como también la inadecuada distribución de los espacios, , inadecuada ubicación de los materiales de uso frecuente, gran cantidad de materiales innecesarios acumulados en las diferentes lugares y deficiente limpieza en el área y en el centro de salud en general. De tal forma, se decidió proponer la metodología de las 5S, así como un manual de gestión de historias clínicas, un manual de procedimientos de limpieza y desinfección de ambientes en el establecimiento de salud como medio de solución a los problemas mencionados y con el objetivo de mejorar la calidad de atención en el área de admisión del Centro de Salud Manuel Sánchez Villegas, así como, plantear la clasificación de los materiales necesarios e innecesarios del área; formular una manual del orden y gestión de las historias clínicas; desarrollar un manual que especifique la forma adecuada de limpieza en los espacios de trabajo y alrededores; sugerir auditorias para verificar el cumplimiento de los procesos anteriores de la metodología y finalmente, presentar un formato de evaluación para comprobar los resultados de la aplicación de la metodología 5`S. Por lo que se pretende desarrollar capacitaciones de gestión y administración de historias clínicas para el comité de historias clínicas dentro de los establecimientos de salud. Por último, se debe llevar a cabo la supervisión de orden y limpieza en las áreas de trabajo, desarrollando, los equipos de auditoría cinco eses (5’s); así como proponer políticas que reafirmen el hábito de la limpieza y como consecuencia mejore la calidad de atención. / Tesis

Ingeniero Civil Industrial / El trabajo de título se desarrolla en la empresa Cuponatic Latam y consiste en rediseñar el proceso de atención de requerimientos de clientes en Chile. Cuponatic es una empresa de cupones de descuento online, su modelo de negocios consiste en ser nexo entre locales comerciales y potenciales clientes a través de su portal www.cuponatic.com. El rediseño se enmarca en el área de servicio al cliente, que es la encargada de recibir y gestionar las respuestas a los clientes en sus requerimientos de venta y post venta. Actualmente, un 29% de los requerimientos no se responden y el tiempo promedio de respuesta es de 1.99 días. El objetivo general del trabajo es proponer un rediseño del proceso de atención de requerimientos que permita alcanzar las mejores prácticas del mercado en la atención de clientes. Los objetivos específicos son realizar un diagnóstico de la situación actual, establecer cuales son las mejores prácticas y estándares de calidad del mercado (benchmark a Groupon y Amazon), proponer un rediseño que alcance estos estándares y finalmente definir indicadores que apoyen y controlen el proceso. La metodología a utilizar es la de rediseño de procesos a través de patrones del profesor Oscar Barros. Los pasos de esta metodología son levantar la situación actual, observar las oportunidades de mejora, proponer rediseño e implementar, este último paso queda excluido del trabajo del título. La técnica para modelar los procesos investigados es la metodología IDEF0. El rediseño es apoyado por un modelo de brechas en la calidad de servicio, que busca administrar la percepción y expectativas de los clientes con respecto al servicio de atención a clientes. Con la situación actual se concluye que los clientes no están satisfechos con el tiempo de respuesta y tampoco con la calidad de estas. Se observa que no existen procedimientos establecidos, cada cliente recibe distintas respuestas para los mismos tipos de requerimientos. Se observa que la perdida de utilidades mensuales por clientes fugados y reembolsos asciende a $3.949.692. Gracias al rediseño y a la herramienta tecnológica propuesta es posible disminuir el tiempo de respuesta a 24 horas hábiles y lograr una tasa de respuesta del 100%. Al administrar las expectativas y percepciones de los clientes a través del modelo de brechas se asegura un aumento en los índices de satisfacción.

Ce travail de recherche explore la notion de vanité en Islam, ou ġurūr, en s’intéressant plus particulièrement à l’œuvre majeure d’Abū Ḥāmid al-Ġazālī (m. 505/1111) Iḥyā’ ‘ulūm al-dīn. Il s’agit de montrer en quoi la tromperie et l’illusion constituent un sujet sinon essentiel, du moins sous-jacent à l’éthique telle qu’abordée et traitée par Ġazālī. L’analyse et le commentaire critique des trois traités de l’Iḥyā’ ont permis de relever les notions clés et de mettre en lumière leur interaction et la manière dont elles s’articulent dans ce « processus » global qu’est le ġurūr. Différents « acteurs » du ġurūr ont pu ainsi être dégagés tels que l’ici-bas (al-dunyā), le Démon (al-Šayṭān) et le « moi » (al-nafs), chacun d’entre eux constituant une entrave pour le croyant dans son cheminement vers l’au-delà. Notre auteur a exploré les vices et les vertus de l’homme afin de tracer la voie pour une émancipation de tous les caractères blâmables pouvant le conduire à sa perte. Cette thèse montre aussi comment Ġazālī a tiré profit de ses sources ouvertement citées ou pas, réactualisant la thématique du ġurūr. C’est ainsi que l’influence connue d’al-Muḥāsibī (m. 243/857) et celle moins connue voire ignorée d’al-Ḥakīm al-Tirmiḏī (m. 318/930) sont ici abordées grâce à une comparaison synoptique de leurs textes respectifs se rapportant au ġurūr avec le « Kitāb Ḏamm al-ġurūr » de l’Iḥyā’ en particulier. Cette recherche démontre, enfin, le prolongement de ses écrits chez des auteurs plus tardifs tels qu’Ibn al-Ǧawzī (m. 597/1201) et Ibn Qayyim al-Ǧawziyya (m. 750/1350), tous deux étant d’éminentes figures du ḥanbalisme. / This work explores the notion of vanity in Islam, or ġurūr, focusing on the major work of Abū Ḥāmid al-Ġazālī (d. 505/1111) Iḥyā ‘ulūm al-dīn. Our aim is to show how deception and illusion constitute a subject if not essential, at least underlying the ethics as discussed by Ġazālī. The analysis and the critical commentary on the three treatises of the Iḥyā’ enabled us to identify the key concepts and to highlight their interaction and the way in which they were articulated in this global "process" of the ġurūr. Different "actors" of the ġurūr have thus emerged such as the herebelow (al-dunyā), the Demon (al-Šayṭān) and the "ego" (al-nafs), each of them seeking to hinder the believer In his journey towards the hereafter. Our author has explored the vices and virtues of man in order to trace the way to an emancipation of all the blameable characters that can lead him to his loss. This thesis also shows how Ġazālī took advantage of his sources openly cited or not, perpetuating this theme of ġurūr in his own writings. Thus the known influence of al-Muḥāsibī (d. 243/857) and the less known or even ignored influence of al-Ḥakīm al-Tirmiḏī (d. 318/930) are dealt here by a synoptic comparison of their respective texts relating to the theme of ġurūr with the "Kitāb Ḏamm al-ġurūr" of the Iḥyā' in particular. This research also demonstrates the continuation of his writings in later writers such as Ibn al-Ǧawzī (d. 597/1201) and Ibn Qayyim al-Ǧawziyya (d. 750/1350) for example, both eminent figures of ḥanbalism.

No description available.

The present study is concerned with the mechanism of growth of porous anodic films formed on high purity aluminium and sputtering deposited aluminium over a wide range of current density between 5 to 50 mA/cm2 for times up to 5400 s in 24.5 wt % sulphuric acid and at temperatures of either 0 or 20 0C. The resultant films were examined using scanning electron microscopy (SEM), transmission electron microscopy (TEM), Rutherford backscattering spectroscopy (RBS), nuclear reaction analysis (NRA), optical interferometery, microhardness and nanoindentation.The RBS analysis enabled determination of the composition of the porous films, which was expressed as Al2O3.xAl2(SO4)3, with the sulphur species content increasing with increase in current density and decrease in temperature. The average expansion factor (expressing, the ratio of the film thickness to the oxidized aluminium thickness) increased between 5 mA/cm2 and 50 mA/cm2 for films formed at 0 0C, extending from 1.58 to 1.88 and from 1.57 to 1.78 according to SEM and TEM respectively. For films fabricated at 20 0C, the average expansion factor increased from 1.45 to 1.66 and from 1.42 to 1.67 derived from SEM and TEM respectively. The expansion factor increases as the current density increases for both temperatures, and decreases as electrolyte temperature for a given current density increases. The increase of expansion factor is also associated with a rise in the steady voltage during film growth. However, the film expansion does not depend on the anodizing time. The increase in expansion factor correlates with a small increase in the amount of sulphur in the film, which increases with rise of current density. The surface of the porous alumina revealed a network of furrows and ridges, reflecting the pattern of the cellular textures on the topography of the elecropolished aluminium. The retention of topography indicates that the thinning of the film due to chemical dissolution by the electrolyte is negligible, although softening of the film toward the film surface increases with rise of electrolyte temperature and anodizing time as determined by microhardness measurements on film cross-sections. For films fabricated at 0 0C, nodules appeared with a low population density on the film surfaces formed at 20 mA/cm2 for 5400 s, and a locally high population density, but non-uniform distribution, for films formed at 30 to 50 mA/cm2 for a wide range of anodizing times. NRA determined the oxygen concentrations in the films, from which the efficiency of the film grown was derived. The efficiency showed a correlation with the expansion factor, with values increasing with rise of current density and with decrease in the anodizing temperature, ranging from 72 % to 87 % between 5 mA/cm2 and 50 mA/cm2, for an electrolyte temperature of 0 0C, and between 66 % to 75 %, for the same range of current density, for an electrolyte temperature of 20 0C. The change in the relative film thickness with a change of the anodizing conditions might due to either a rise in the film porosity under a constant efficiency of film growth (assuming a flow model) or an increase in the efficiency of film growth for a constant film porosity (for either a flow or dissolution model), or a combination of the two factors. However, the film expansion appeared to be relatively little dependent on the change of the porosity over selected anodizing conditions. The dependence of the efficiency on the anodizing conditions is possibly associated with a change in the transport number of ion species in the film with a reducing contribution of cation migration to the total ionic current with an increase in the current density and in decrease of the anodizing temperature, which correspond to conditions of increasing electric field. The film porosity probably develops by flow of film material underneath the pore base toward the cell wall, as indicated by distribution of tungsten band through the film and distribution of electrolyte species from previous work, with the displaced material enhancing the thickness of the film.

No description available.

Indiana University-Purdue University Indianapolis (IUPUI) / In Dante’s Divine Comedy he makes multiple direct references to Islam and Muslims, but there is debate about the amount of influence, if any, Islam had on him while composing his masterwork. This paper attempts to show how the poet, consciously or unconsciously, responded to Islam as a theological and political threat. This is done through analysis of Saladin, the Sultan of Egypt and Crusader leader who was well respected in Europe in Dante’s era; analyzing the Prophet Muhammad’s suffering in Canto XXVIII; and comparing the Divine Comedy to the Prophet Muhammad’s own Night Journey, the al-Isrā wa al-Mi’rāj with a brief discussion on how Mi’rāj texts might have reached Dante.

No description available.

Natural ageing is known to have a negative effect on the formability and bake-hardening response of Al-Mg-Si alloys. This is attributed to the formation of Mg and Si clusters during natural ageing. The clustering process was the subject of many studies in the literature, however, the formation mechanism and kinetics of it, continues to be poorly understood. The aim of this project is to shed some light on the cluster formation mechanism and measure clustering kinetics at low temperatures. A series of electrical resistivity measurements, positron annihilation lifetime spectroscopy and hardness tests were performed on samples aged over the temperature range of -20 to 50°C following solution treatment at temperatures of 525 and 560°C. A very good correlation between the results of various techniques was observed. In addition, three different stages in the clustering process were detected. Not surprisingly it was found that the excess quenched-in vacancies are the key players in the cluster formation process. In the first stage, annihilation of near-sink vacancies occurs while other vacancies start to bind with solute atoms and form clusters. In the second stage, clustering continues to take place but its rate slows down since the effective diffusion coefficient of vacancies decreases as they bind with more solute. Finally, the clustering process enters the third stage with much slower kinetics. Interestingly, positron annihilation lifetime also reaches a constant value at the beginning of stage III which suggests the stabilization of vacancies. Two hypothesis were then developed to explain the existence of stage III: one based on the immobilization of vacancies due to the increased binding with solute atoms and another one which considers the overlapping of solute diffusion profiles around the clusters. Finally it was shown that the resistivity change in stage II can be used to find the activation energy of clustering which is calculated to be approximately 46 kJ/mol. This is very close to the migration energy of vacancies and Mg atoms. Thus it was concluded that migration of these species is the major rate controlling parameter for the clustering process. / Thesis / Master of Applied Science (MASc)