Os serviços de emergências hospitalares (EH) desempenham um papel fundamental no sistema de saúde, servindo de porta de entrada para hospitais e fornecendo cuidados para pacientes com lesões e doenças graves. No entanto, as EH em todo o mundo sofrem com o aumento da demanda e superlotação. Múltiplos fatores convergem simultaneamente para resultar nessa superlotação, porém a otimização do gerenciamento do fluxo dos pacientes pode auxiliar na redução do problema. Nesse contexto, o tempo de permanência dos pacientes na EH (TPEH) é consolidado na literatura como indicador de qualidade do fluxo de pacientes. O tema desta dissertação é a previsão e gestão da demanda em EH com alto grau de congestionamento, que é abordado através de três artigos científicos. O objeto de estudo é o Hospital de Clínicas de Porto Alegre (HCPA). No primeiro artigo, são aplicados quatro modelos de previsão da procura por atendimento na EH, avaliando-se a influência de fatores climáticos e de calendário. O segundo artigo utiliza a técnica de regressão por mínimos quadrados parciais (PLS – partial least squares) para previsão de quatro indicadores relacionados ao TPEH para hospitais com alto grau de congestionamento. O tempo médio de permanência (TM) na EH resultou em um modelo preditivo com melhor ajuste, com erro médio absoluto percentual (MAPE - mean absolute percent error) de 5,68%. O terceiro artigo apresenta um estudo de simulação para identificação dos fatores internos do hospital que influenciam o TPEH. O número de exames de tomografias e a taxa de ocupação nas enfermarias clínicas e cirúrgicas (ECC) foram as que mais influenciaram. / Emergency departments (ED) play a key role in the health system, serving as gateway to hospitals and providing care for patients with injuries and serious illnesses. However, EDs worldwide suffer from increased demand and overcrowding. Multiple factors simultaneously converge to result in such overcrowding, and the optimization of patient flow management can help reduce the problem. In this context, the length of stay of patients in ED (LSED) is consolidated in the literature as a patient flow quality indicator. This thesis deals with forecast and demand management in EDs with a high degree of congestion. The subject is covered in three scientific papers, all analyzing data from the Hospital de Clínicas de Porto Alegre’s ED. In the first paper we apply four demand forecasting models to predict demand for service in the ED, evaluating the influence of climatic and calendar factors. The second article uses partial least squares (PLS) regression to predict four indicators related to LSED. The mean length of stay in the ED resulted in a model with the best fit, with mean percent absolute error (MAPE) of 5.68%. The third article presents a simulation study to identify the internal hospital factors influencing LSED. The number of CT exams and the occupancy rate in the clinical and surgical wards were the most influential factors.

Avaliar universidades não é novidade, e, não suficiente, não é atividade-fim, mas premissa. Esta pesquisa faz uma análise temporal da eficiência relativa de 93 departamentos acadêmicos da UFRGS entre os anos de 1998 e 2007, empregando a técnica de modelagem matemática chamada análise envoltória de dados. Para tanto, o pesquisador utilizou como indicadores de avaliação três fatores de recurso e nove de produto, todos ligados uniformemente a ensino, pesquisa e extensão. Não obstante, a pesquisa ainda estabelece uma relação entre os resultados obtidos no modelo replicado com o modelo hoje adotado pela Universidade para estabelecer um critério justo e igualitário de distribuição das vagas docentes: o índice departamental, instituído em 2001. O trabalho está amparado por ampla pesquisa bibliográfica a respeito de avaliação de instituições de ensino e a técnica de modelagem DEA, passando ainda por diversos estudos que abordam esses modelos. Através de método quantitativo na análise dos dados e qualitativo na validação, o autor apresenta os resultados obtidos. Entre os pontos que cabem destaque, a dissertação de Bandeira (2000), serviu como norteadora do início das atividades do modelo DEA que, passados onze anos, revelou-se progressivamente atual. Por fim, a presente pesquisa confirmou que o modelo aplicado por Bandeira em 2000 merece atualizações, mas preserva indicadores que são próprios aos departamentos. Além disso, as análises em três aninhamentos distintos provou a continuação de certa homogeneidade na eficiência relativa dos 93 departamentos. / To evaluate the universities is not new, but differently from what people think is not activityend, but the premise for quality of services. This research is a temporal analysis of the relative efficiency of ninety-three academic departments of UFRGS between the years 1998 and 2007, using the mathematical modeling technique called data envelopment analysis. For this, the researcher used as indicators to assess three factors and nine feature product, all uniformly connected in teaching, research and extension. Nevertheless, the survey also establishes a relationship between the results obtained in the model replicated and in the model now adopted by the University to establish a fair and equitable criteria for distribution of teaching jobs: the index department, established in 2001. The work is supported by extensive research literature on evaluation of educational institutions and DEA modeling technique, passing by several further studies on these models. Through quantitative method in qualitative data analysis and validation, the author presents the results obtained. Among the prominent points that fit the dissertation of Bandeira (2000), served as the guideline for the inauguration of the DEA model that, after eleven years, has proved increasingly current. Finally, this research confirmed that the model used by Bandeira in 2000 deserves updates, but preserves indicators that are specific to departments. Moreover, the analysis into three distinct nesting proved the continuation of homogeneity in the relative efficiency of ninetythree departments.

Avaliar universidades não é novidade, e, não suficiente, não é atividade-fim, mas premissa. Esta pesquisa faz uma análise temporal da eficiência relativa de 93 departamentos acadêmicos da UFRGS entre os anos de 1998 e 2007, empregando a técnica de modelagem matemática chamada análise envoltória de dados. Para tanto, o pesquisador utilizou como indicadores de avaliação três fatores de recurso e nove de produto, todos ligados uniformemente a ensino, pesquisa e extensão. Não obstante, a pesquisa ainda estabelece uma relação entre os resultados obtidos no modelo replicado com o modelo hoje adotado pela Universidade para estabelecer um critério justo e igualitário de distribuição das vagas docentes: o índice departamental, instituído em 2001. O trabalho está amparado por ampla pesquisa bibliográfica a respeito de avaliação de instituições de ensino e a técnica de modelagem DEA, passando ainda por diversos estudos que abordam esses modelos. Através de método quantitativo na análise dos dados e qualitativo na validação, o autor apresenta os resultados obtidos. Entre os pontos que cabem destaque, a dissertação de Bandeira (2000), serviu como norteadora do início das atividades do modelo DEA que, passados onze anos, revelou-se progressivamente atual. Por fim, a presente pesquisa confirmou que o modelo aplicado por Bandeira em 2000 merece atualizações, mas preserva indicadores que são próprios aos departamentos. Além disso, as análises em três aninhamentos distintos provou a continuação de certa homogeneidade na eficiência relativa dos 93 departamentos. / To evaluate the universities is not new, but differently from what people think is not activityend, but the premise for quality of services. This research is a temporal analysis of the relative efficiency of ninety-three academic departments of UFRGS between the years 1998 and 2007, using the mathematical modeling technique called data envelopment analysis. For this, the researcher used as indicators to assess three factors and nine feature product, all uniformly connected in teaching, research and extension. Nevertheless, the survey also establishes a relationship between the results obtained in the model replicated and in the model now adopted by the University to establish a fair and equitable criteria for distribution of teaching jobs: the index department, established in 2001. The work is supported by extensive research literature on evaluation of educational institutions and DEA modeling technique, passing by several further studies on these models. Through quantitative method in qualitative data analysis and validation, the author presents the results obtained. Among the prominent points that fit the dissertation of Bandeira (2000), served as the guideline for the inauguration of the DEA model that, after eleven years, has proved increasingly current. Finally, this research confirmed that the model used by Bandeira in 2000 deserves updates, but preserves indicators that are specific to departments. Moreover, the analysis into three distinct nesting proved the continuation of homogeneity in the relative efficiency of ninetythree departments.

D.Phil. / Computer-based information systems will probably always have to contend with security issues. Much research have already gone into the field of information security. These research results have yielded some very sophisticated and effective security mechanisms and procedures. However, due to the ever increasing sophistication of criminals, combined with the ever changing and evolving information technology environment, some limitations still exist within the field of information security. Recent years have seen the proliferation of products embracing so-called artificial intelligence technologies. These products are in fields as diverse as engineering, business and medicine. The successes achieved in these fields pose the question whether artificial intelligence has a role to play within the field of information security. This thesis discusses limitations within information security and proposes ways in which artificial intelligence can be effectively applied to address these limitations. Specifically, the fields of authentication and risk analysis are identified as research fields where artificial intelligence has much to offer. These fields are explored in the context of their limitations and ways in which artificial intelligence can be applied to address these limitations. This thesis identifies two mainstream approaches in the attainment of artificial intelligence. These mainstream approaches are referred to as the "traditional" approach and the "non-traditional" approach. The traditional approach is based on symbolic processing, as opposed to the non-traditional approach, which is based on an abstraction of human reasoning. A representative technology from each of these mainstream approaches is selected to research their applicability within information security. Actual working prototypes of artificial intelligence techniques were developed to substantiate the results obtained in this research.

The importance of information in business today has made the need to properly secure this asset evident. Information security has become a responsibility for all managers of an organization. To better support more efficient management of information security, timely information security management information should be made available to all managers. Smaller organizations face special challenges with regard to information security management and reporting due to limited resources (Ross, 2008). This dissertation discusses a Framework for Information Security Management Information (FISMI) that aims to improve the visibility and contribute to better management of information security throughout an organization by enabling the provision of summarized, comprehensive information security management information to all managers in an affordable manner.

Traditional methods of IT recruitment in tertiary institutions need to be reviewed and more modern approaches analysed. A lot of successes and failures have been reported for each type of sourcing strategy in the IT sector. Many organizations have been liquidated due to poorly planned mergers, takeovers, and total outsourcing strategic shifts. The primary objective is to review the current IT sourcing strategies in tertiary institutions and to analyse and discuss the benefits and limitations of employing permanent IT staff, contract workers or outsourced staff.

Recently, organisations have been faced with challenges like never before. Increasing competition from businesses across the world has meant that businesses must be more careful about the choice of strategies to remain competitive. This situation has placed more focus on organizational effectiveness in that systems and processes be applied in the right way to the right things to achieve results. All of the organisational processes must continue to be aligned to achieve the overall results desired by the organisation for it to survive and thrive. Performance management is an ongoing process that should reflect the current and emerging business challenges, as well as the company’s values about performance and careers. As the business and workforce change, the performance management process should be modified to ensure that the process and tools remain congruent with organisational values and priorities. The objective of this study was to identify the influence of the current performance management system, in the Finance department at General Motors South Africa, as a facilitation tool in aiding or assisting management in achieving individual and departmental goals. To achieve this objective a comprehensive literature study was performed to determine the views on performance, and on performance management systems. A questionnaire was designed based on the guidelines in the literature study, in order to establish the extent to which the organisation manages performance. The researcher used the random sampling method of selection and distributed the questionnaire to eighty one potential respondents via mail and electronic e-mail. Forty one completed questionnaires were returned and these were processed and -iiianalysed using Microsoft Office Excel 2003, running on the Windows XP suite of computer packages. The respondent’s opinion obtained from the questionnaires were compared with the guidelines provided by the literature study in order to identify shortcomings of the influence that the performance management system has on the achievement of individual and departmental goals at the selected organisation. It can be concluded from the respondent’s opinions that the greatest shortcomings of the current performance management system are the link between performance and reward, and commitment to the process in its totality. The other areas of concern are the lack of training and development, and the necessary resources required to achieve objectives. The study also indicates there is no overwhelming agreement that feedback, both positive and negative, takes place as the literature suggests. The following were the main recommendations and conclusions made: • Firstly, it is imperative that management undergoes training in the feedback and review process which is a critical element in the performance management cycle. • Secondly, to realise the benefit of increased employee effectiveness, management should undergo training to become more effective career coaches to promote a climate of continuous learning and professional growth. • Thirdly, the reward system should be reviewed, if management is committed to using pay as an incentive for desired levels and directions of performance. • Fourthly, management can set an example and build commitment for effective performance management and be leaders at all levels.

The initiatives of innovations implemented in public organizations assume the search for efficiency and quality in services. To make these improvements happen effectively, Guimarães (2000) explains that it is necessary to break upwith the traditional models of managing resources and to introduce a new culture able to meet different requirements and complexities currently faced in this area. In the general context of the federal public administration, universities are bureaucratic agencies that require intensive studies on their organizational aspect, as well as a competent analysis of their administrative proceedings, since they are institutions with remarkable social responsibility because of their specific functions for generating and disseminating knowledge. This line of thinking corroborates the Institutional Development Plan (IDP) 2011-2015 of the Federal University of Santa Maria - UFSM, which shows the value of people, the quality of services, and the continuous improvement of working conditions as major challenges to be reached by the University. As a contribution to overcome these challenges, this study aimed to map the administrative proceedings within a Teaching Departments atCAL/UFSM and to identify difficulties to operationalize procedures. In order to achieve the objectives proposed, a study classified as a descriptive approach was carried out. In the research strategy, based on the Teaching Departments of Arts & Letters Center (CAL), the case study method was used to be aligned with the proposed objectives and with the research that guided the study. Data collection was conducted through document analysis and semi-structured interviews with the technical and administrative staff of the Teaching Departments at CAL. Results allowed us to learn about the quantitative of the administrative procedures regarding the department, as well as the classification of processes that require documentary formalization in Primers and Critics, based on the Valle e Oliveira (2009) model. Another significant element of the study was the identification of operational difficulties in implementing the procedures, since various demands have been pointed out. Moreover,operational and management practices rooted in the culture of the institution were demonstrated, which may boost debates aiming at institutional advantages. We have also designed a Tutorial,a practical tool aiming at operationalizing Critical processes, which may contribute to possible advances and positive effects ina department context. This research, with a view to the pursuit of excellence, may contribute to the consolidation of some changesas well as to the improvement of the management of people in order to stimulate more expressive, agile and consistent actions,which areexpected of a contemporary public organization. / As iniciativas de inovações implantadas nas organizações públicas pressupõem a busca pela eficiência e pela qualidade na prestação de serviços. Para que essas melhorias efetivamente aconteçam, Guimarães (2000) explica que são necessários o rompimento com os modelos tradicionais de administrar recursos e a introdução de uma nova cultura capaz de atender as diferentes complexidades atualmente enfrentadas nessa área. No contexto geral da administração pública federal, as universidades são órgãos burocráticos que demandam intensos estudos sobre o seu aspecto organizacional, assim como competente análise de seus processos administrativos, considerando que são instituições com marcante responsabilidade social, haja vista as suas funções específicas de geração e disseminação de conhecimentos. Essa linha de pensamento corrobora o exposto no Plano de Desenvolvimento Institucional PDI 2011-2015 da Universidade Federal de Santa Maria UFSM que evidencia a valorização das pessoas, a qualidade dos serviços e a melhoria permanente das condições de trabalho, como grandes desafios a serem vencidos pela Universidade. A título de contribuição para a superação desses desafios, este estudo buscou como objetivo geral: realizar o mapeamento dos processos administrativos executados no âmbito dos Departamentos Didáticos do CAL/UFSM e identificar dificuldades com vistas à operacionalização dos procedimentos. Para atingir os objetivos propostos realizou-se um trabalho classificado como de natureza descritiva, envolvendo abordagem qualitativa. Na estratégia de pesquisa a partir dos Departamentos Didáticos do Centro de Artes e Letras CAL - foi utilizado o método do estudo de caso por estar alinhado com os objetivos propostos e com a questão de pesquisa que norteou o estudo. A coleta dos dados ocorreu por meio de análise documental e de entrevistas semiestruturadas com os servidores técnico-administrativos lotados nos Departamentos Didático do CAL. Entende-se que o resultado encontrado possibilitou conhecer o quantitativo de procedimentos administrativos pertinentes ao âmbito departamental, bem como a classificação dos processos que exigem formalização documental em Primários e Críticos, baseado no modelo de Valle e Oliveira (2009). Outro elemento significativo do estudo foi a identificação das dificuldades operacionais na execução dos procedimentos, pois apontou diversas demandas e demonstrou práticas operacionais e gerenciais arraigadas na cultura da Instituição, que poderão impulsionar debates visando a proveitos institucionais. Além disso, foi elaborado um Tutorial - instrumento prático que visa a operacionalização dos processos Críticos que intenta contribuir para possíveis avanços e efeitos mais profícuos no contexto departamental. Conclui-se que esta pesquisa, tendo em vista a busca da excelência, tanto pode colaborar para a consolidação de uma mudança como para a melhoria na gestão de pessoas, no sentido de estimular ações mais expressivas, ágeis e coerentes com o que se espera da organização pública contemporânea.

Masters of Art / In this study, I explored the experiences of gender and power relations among a group of black women holding leadership positions in six government departments in the Western Cape. South Africa is in a process of transition and, to create a departure from the past, key objectives focus around the transformation of gender disparities and the eradication of racism and other forms of inequality and discrimination in all spheres of this society. There are many methods utilized to increase the number of women in leadership positions in the private and public sectors. However, there is a lack of research regarding the social environment for women once they have entered into these structures (Angevine, 2006). This study made use of a feminist qualitative methodology which guided the research. Six semi-structured, open-ended interviews were conducted in order to carry out an in-depth exploration of participants’ experiences. After the participants had given consent, the interviews were audio-recorded, then transcribed verbatim. Data was analyzed in accordance with qualitative thematic analysis. All standard ethical considerations to protect the participants and the researcher were taken into account and practised throughout the research. The findings show evidence that black African women leaders in government departments have internalized learnt subservient characteristics; and that this serves to undermine their authority as leaders. Specifically, larger social power relations and traditional forms of authority undermine their capacity to express authority in work environments. They also experience both subtle and blatant racist and sexist prejudice in the form of stereotypes and hostility in the workplace. A minority of women managers actively oppose the gendered notions that undermine their leadership. Ultimately, black African women managers are not accepted or supported as legitimate leaders in the workplace. Women leaders are perceived to be incapable of performing effectively as leaders because of gender and racial stereotypes that serve as hindrances to their expression of leadership. The study found that some participants conform to the socially constructed notion of maintaining a work-life balance and this poses a challenge for such leaders. Those who are married attempt to balance career and life by maximizing on their management of their time. A number of women had made the personal decision to remain single in order to focus explicitly on their careers. / South Africa

Au centre de cette étude se trouvent les patients de la clinique psychiatrique et neurologique de la Charité (Berlin-Est, RDA), durant la période des années 1960. Tout en prenant en compte l'interprétation qui en est faite par le discours médical, ce travail vise à reconstituer les expériences et les trajectoires de ces individus, en les inscrivant dans le contexte de la société socialiste. À partir des dossiers de patients – qui constituent le principal matériau archivistique de cette étude –, il s'agit desaisir certaines des tensions qui traversent la société est-allemande, en relation avec le contexte politique et idéologique. Comme en attestent ces sources, dans le cadre de l'échange thérapeutique, les patients peuvent prendre la parole selon des règles qui diffèrent de celles habituellement en vigueur au sein de la société socialiste. Parce qu'ils peuvent contenir les traces d'une parole ordinairement mise sous silence, du fait de la censure ou de l'auto-censure, de son caractère indicible, inavouable ou délirant, les dossiers de patients apparaissent comme une source précieuse pour l'historien. Destensions conjugales provoquées par des dissensions idéologiques aux conflits intérieurs d'une « fervente marxiste », de la douleur suscitée par la radiation du parti à celle née de la construction du Mur, des « délires réunificateurs » à ceux faisant de l'Ouest une source de menaces, les expériences individuelles et singulières des patients permettent de reconstituer, selon une approche microhistorique, certaines tensions inhérentes au fonctionnement de la société socialiste. / The patients of the Charité Psychiatry and Neurology clinic (East-Berlin, GDR) during the 1960s are at the center of this study. While taking into account the interpretation provided by the medical discourse, this research aims at reconstructing the experiences and the trajectories of these individuals by inscribing them in the context of the socialist society. Relying on patients' records – these records being the main source of this study – the goal of this research is to reach a betterunderstanding of underlying tensions in the socialist society in relation to the political and ideological context. As these sources show, when they talk to the therapist, patients can speak according to rules which differ from the rules implemented in the socialist society. Because they may contain traces of speeches that would usually be silenced as a result of censorship or self-censorship, or of the unspeakable, shameful or delirious nature of this speech, the patients' records prove to be a valuable source for the historian. From marital tensions caused by ideological disagreements to the inner conflicts of an “ardent marxist”, from the pain triggered by the exclusion from the party to the pain caused by the construction of the Berlin Wall, from the “reuniting delirium” to the delusions according to which the West appears as a threat, the individual and singular experiences of the patients allow to reconstruct, through a microhistorical approach, certain tensions inherent to the working of the socialist society.