O objetivo deste trabalho é identificar como as empresas que operam no contexto business-to-business realizam o monitoramento da satisfação de seus clientes. O tema é bastante relevante no cenário atual, em que as empresas investem quantias significativas em diversos programas de melhoria e possuem grandes dificuldades para avaliar se tais programas impactam na satisfação de seus clientes e, por conseqüência, na sua fidelização. Para tanto, foi realizada uma avaliação de bibliografia disponível, principalmente aquelas provenientes das áreas de marketing e gestão de qualidade. A metodologia adotou elementos de pesquisa quantitativa e qualitativa, mesclando uma pesquisa quantitativa tipo survey com análise de múltiplos casos. O universo para coleta de dados da pesquisa quantitativa foi empresas com certificado ISO 9000 no estado de São Paulo, extraído da base de dados da Associação Brasileira de Normas Técnicas, partindo-se do pressuposto que essas empresas monitoram a satisfação de seus clientes. A pesquisa qualitativa foi elaborada com base no estudo de múltiplos casos em cinco empresas selecionadas em função de alguns critérios obtidos da avaliação bibliográfica e respostas à pesquisa quantitativa. As conclusões deste estudo são: as empresas certificadas do estado de São Paulo que operam em contexto business-to-business utilizam a pesquisa de satisfação como forma de monitorar a satisfação de seus clientes; com base na revisão bibliográfica e estudos de múltiplos casos, é oferecido um modelo para monitoramento de satisfação de clientes. / The goal of this work is to identify how companies that act in business-to-business context accomplish the management of their customers satisfaction. This issue is very important in the current scene, in which companies invest expressive sums in several improvement programs and face great difficulties to evaluate the impact of these programs in the customers satisfaction and, in consequence, in their loyalty. In order to carry out this study, we have evaluated the available bibliography, especially that proceeding from the areas of marketing and quality management. The adopted methodology included both elements of quantitative and qualitative research, mixing a quantitative survey and analysis of multiple cases study. The universe for data collection were the companies with ISO 9000 certificate in the state of São Paulo, extracted from the Associação Brasileira de Normas Técnicas data base. This analysis assumed that these companies monitor their customers satisfaction. The qualitative research was elaborated relying on the study of multiple cases in five companies selected in function of some criteria obtained from bibliographical evaluation and the answers to the quantitative survey. The conclusions of this study are: the certified companies in the state of São Paulo that act in business-to-business context use the satisfaciton research as a way of management their customers satisfaction; based on bibliographical revision and study of multiple cases, it is presented a model to monitor the customers satisfaction.

O objetivo deste trabalho é identificar como as empresas que operam no contexto business-to-business realizam o monitoramento da satisfação de seus clientes. O tema é bastante relevante no cenário atual, em que as empresas investem quantias significativas em diversos programas de melhoria e possuem grandes dificuldades para avaliar se tais programas impactam na satisfação de seus clientes e, por conseqüência, na sua fidelização. Para tanto, foi realizada uma avaliação de bibliografia disponível, principalmente aquelas provenientes das áreas de marketing e gestão de qualidade. A metodologia adotou elementos de pesquisa quantitativa e qualitativa, mesclando uma pesquisa quantitativa tipo survey com análise de múltiplos casos. O universo para coleta de dados da pesquisa quantitativa foi empresas com certificado ISO 9000 no estado de São Paulo, extraído da base de dados da Associação Brasileira de Normas Técnicas, partindo-se do pressuposto que essas empresas monitoram a satisfação de seus clientes. A pesquisa qualitativa foi elaborada com base no estudo de múltiplos casos em cinco empresas selecionadas em função de alguns critérios obtidos da avaliação bibliográfica e respostas à pesquisa quantitativa. As conclusões deste estudo são: as empresas certificadas do estado de São Paulo que operam em contexto business-to-business utilizam a pesquisa de satisfação como forma de monitorar a satisfação de seus clientes; com base na revisão bibliográfica e estudos de múltiplos casos, é oferecido um modelo para monitoramento de satisfação de clientes. / The goal of this work is to identify how companies that act in business-to-business context accomplish the management of their customers satisfaction. This issue is very important in the current scene, in which companies invest expressive sums in several improvement programs and face great difficulties to evaluate the impact of these programs in the customers satisfaction and, in consequence, in their loyalty. In order to carry out this study, we have evaluated the available bibliography, especially that proceeding from the areas of marketing and quality management. The adopted methodology included both elements of quantitative and qualitative research, mixing a quantitative survey and analysis of multiple cases study. The universe for data collection were the companies with ISO 9000 certificate in the state of São Paulo, extracted from the Associação Brasileira de Normas Técnicas data base. This analysis assumed that these companies monitor their customers satisfaction. The qualitative research was elaborated relying on the study of multiple cases in five companies selected in function of some criteria obtained from bibliographical evaluation and the answers to the quantitative survey. The conclusions of this study are: the certified companies in the state of São Paulo that act in business-to-business context use the satisfaciton research as a way of management their customers satisfaction; based on bibliographical revision and study of multiple cases, it is presented a model to monitor the customers satisfaction.

Teknik är ett väldigt brett ämne och denna uppsats har valt att rikta in sig på bygg ochkonstruktion. Forskning visar att förskollärare finner begreppet teknik svårdefinieratoch hur arbetet med bygg och konstruktion ska belysas i svensk förskola finns detytterst lite forskning om. Denna uppsats har som syfte att ge en ökad förståelse för hurförskollärare uppfattar och planerar för bygg och konstruktion i förskolans verksamhet.Frågeställningarna har fokus på förskollärarnas uppfattning av begreppen teknik samtbygg och konstruktion, förskollärarnas arbete med bygg och konstruktion samt behovetav kompetensutveckling inom ämnet. Kvalitativ metod har använts där tre förskollärarehar intervjuats och skickat bilder som sedan har analyserats utefter fenomenografiskanalysmetod och multimodal teori. Resultatet visar att begreppet teknik anses vara brettoch uppfattas bland annat som digital teknik samt bygg och konstruktion. Arbetet medbygg och konstruktion i förskolan beskrivs som en del i den dagliga verksamheten därmaterialet och tillgängligheten anses vara viktiga aspekter vilket även läroplanen förförskolan belyser. Däremot anser inte alla förskollärare sig ha tillräckligt med materialför att tillgodose detta. I fråga om kompetensutveckling hade förskollärarna olika åsikterom i vilken grad det anses behövas. Det sammanfattade resultatet visar att förskollärareuppfattar och arbetar med bygg och konstruktion på olika vis i verksamheten vilket kanleda till att barnen får olika erfarenheter av ämnet. / Engineering is a very broad subject and this study has chosen to focus on building and construction. Research shows that preschool teachers find the concept of engineering difficult to define, and there is also very little research on how the work with building and construction should be focused on in Swedish preschools. This study aims to provide an increased understanding of how preschool teachers perceive and plan for building and construction in the preschool's activities. The issues focus on preschool teachers' perception of the concepts of technology and building and construction, the preschool teachers' work with building and construction and the need of competence development in the subject. Qualitative method has been used there three preschool teachers have been interviewed and sent pictures which have then been analyzed according to phenomenography analysis method and multimodal theory. The results show that the concept of engineering is considered broad and is perceived, among other things, as digital technology and construction. The work with building and construction in the preschool is described as part of the daily activities there the material and accessibility are considered important aspects, as is the curriculum the preschool highlights. However, not all preschool teachers consider themselves to have enough material to meet this. In terms of competence development, the preschool teachers had different opinions to what extent it is considered necessary. The summarized results show that preschool teachers perceives and works with building and construction in different ways in the preschool activity, which can lead to the children gaining different experiences of the subject.

Le béton est le deuxième matériau le plus consommé au monde après l'eau. Les professionnels de la construction, de plus en plus confrontés aux questions liées à la préservation de l'environnement, font face depuis quelques années à des difficultés d'approvisionnement en matière première. D'autre part, le secteur du bâtiment produit une quantité très importante de déchets, qui sont encore trop souvent déposés en installation de stockage. La valorisation de ces déchets devient un enjeu environnemental majeur. Leur réutilisation sous forme de granulats destinés à la fabrication de nouveaux bétons permettrait la préservation des ressources naturelles, mais également une limitation de la pollution par enfouissement.Le travail de doctorat présenté dans ce manuscrit a pour objectif d'améliorer la compréhension du comportement des bétons de granulats recyclés soumis à des températures élevées. En effet, lorsque le béton est soumis à des températures élevées, lors d'un incendie par exemple, le matériau subit de nombreuses altérations - dilatation des granulats, retrait de la pâte de ciment, augmentation de la pression de vapeur au sein du matériau, ou encore différentes contraintes thermiques qui peuvent conduire à des phénomènes de fissuration et d'écaillage. De par leur composition, les granulats recyclés présentent des caractéristiques différentes des granulats naturels qui peuvent influencer les caractéristiques physiques, mécaniques et thermiques du béton. Nous comprenons qu'il est primordial d'être en mesure d'anticiper le comportement du béton recyclé à haute température afin de permettre son utilisation dans le bâtiment.Les recherches présentées ici consistent en une approche expérimentale. Deux sortes de granulats recyclés sont testées, un « granulat recyclé de laboratoire » issu d'un béton naturel formulé, coulé et concassé au laboratoire, et un « granulat recyclé industriel » issu d'un chantier de démolition. Les bétons incorporant ces granulats sont formulés avec deux types de matrices cimentaires : une matrice ordinaire, avec un rapport E/C de 0.6 et une matrice hautes performances, avec un rapport E/C de 0.3. Les bétons sont soumis à des cycles de chauffage – refroidissement jusqu'à 150°C, 300°C, 450°C et 750°C, à vitesse lente afin d'assurer l'homogénéité de la température au sein des échantillons. A l'issue de chaque traitement thermique, l'évolution des propriétés thermiques, mécaniques et microstructurales est analysée. L'enjeu de ces travaux est également de comprendre l'interaction entre les granulats et les matrices de compacité variable, à température élevée. / In the past decade, constructions sites have been growing more than ever, and the aggregate production and importation are not sufficient any more to cover the needs in construction materials. The goal set in France is to re-use 20 more Mt each year of waste as recycled material for building sites before 2020.The objective of this experimental study is to assess the high temperature behavior of ordinary and high performance concrete made with recycled coarse aggregates (RCA). Concrete behavior at high temperature -expansion of aggregates, withdrawal of cement paste, increase of vapor pressure, chemical transformations...- can lead to several phenomena such as spalling, and a dramatic loss of mechanical properties. As aggregates occupy a large volume of concrete, around 60-80%, they play a major role in the heat and mass transfer into concrete during fire. Recycled coarse aggregates (RCA) being different from natural coarse aggregates (NCA) in many ways – higher porosity, double interfacial transition zone – it is essential to study recycled aggregate concrete behavior when submitted to high temperature.Two types of recycled coarse aggregates are used. An industrial one, obtained from a building demolition site and a laboratory one was obtained from a parent concrete (PC) mixed, cast and crushed in the laboratory. From both recycled aggregates, normal concrete (w/c = 0.6) and high performance concrete (w/c = 0.3) are cast. The four recycled concretes are compared to reference concretes, with the same formulation, made with silico-calcereous coarse natural aggregates. Concretes cylinders are subjected to heating/cooling cycles, up to 150, 300, 450 or 750°C. The heating rate is 0.5°C/min, and is followed by a 2 hours stage once the target temperature is reached, to insure an homogeneous temperature inside the cylinder. Cracks of concrete specimen are observed by optical microscopy, then their residual mechanical performances are measured (compressive strength, splitting tensile strength and dynamic young modulus). Their thermal behavior (conductivity, diffusivity, specific heat, thermal gradient during heating), and the evolution of their microstructure (loss of weight, porosity) are also studied.The study is completed with a Life Cycle Analysis were the life cycle of 1m3 of concrete is studied according three options. A scenario without recycling, a scenario were demolition waste are recycled into aggregates in-situ, a scenario were demolition waste are recycled into aggregates and transported to another construction site.