El presente trabajo de investigación tuvo como finalidad determinar el grado de la calidad de servicio al cliente para la empresa Aligropesa S.R.L, ya que, sus problemas que afronta son evidentes: no genera confianza al momento del contacto con el cliente, no cumple con las promesas que le ofrece al cliente al momento de hacer un pedido y por ello no es responsable con la entrega de sus pedidos; tampoco, brinda ayuda o soluciones cuando se presenta un problema en la empresa, y por último no cuenta con un ambiente adecuado para el negocio. Por lo tanto, el objetivo general fue determinar el grado de la calidad de servicio al cliente para la empresa Aligropesa S.R.L con el fin de contribuir a la satisfacción de los clientes; el cual, se consideró una población de 1490 clientes mensuales, con una muestra de 265 personas que han sido encuestadas. El enfoque del estudio de investigación fue cuantitativo - descriptivo pues se utilizó la recolección y análisis de datos numéricos y se especificó las características y rasgos importantes del servicio al cliente en la empresa. El diseño es no experimental, transversal y es un estudio prospectivo. Para ello, se aplicó como técnica de recolección de datos la encuesta sobre las percepciones y expectativas, teniendo como instrumento el cuestionario de modelo SERVQUAL de Zeithaml, Parasuraman y Berry (1988), que permitió determinar el grado de calidad de servicio al cliente en la empresa. Los resultados y conclusiones demostraron brechas muy significativas que se deben de tomar en cuenta para el buen funcionamiento de la empresa, concluyendo que las expectativas de los clientes son mayores a sus percepciones. / Tesis

En el presente trabajo se busca evaluar la calidad de los servicios percibidos en la agencia del Banco de la Nación de Paita. Se tuvo como objetivo determinar la percepción del nivel de calidad de servicio del Banco de la Nación agencia Paita y de cómo son percibidas cada una de las dimensiones. El instrumento que se utilizó para el siguiente estudio, es un cuestionario a través de la técnica de la encuesta. El cuestionario usado se basa en las cinco dimensiones de SERVPERF, elementos tangibles, fiabilidad, capacidad de respuesta, seguridad y empatía. Se pudo observar que la dimensión mejor valorada fue la empatía y la peor valorada la de Capacidad de respuesta, hallazgo esperado pues al ser una institución del estado los tiempos de espera para la atención suelen ser largos. Finalmente se establecieron estrategias para disminuir las brechas respecto a la calidad de servicio percibida frente a la que se pretende dar. / Tesis

Orientador: Vagner Cavenaghi / Banca: José Paulo Alves Fusco / Banca: Luiz César Ribeiro Carpinetti / Resumo: Na década de 1990, foi lançado pelo Governo Federal Brasileiro o Programa Brasileiro da Qualidade e Produtividade (PBQP), cuja finalidade era apoiar o esforço de modernização da indústria brasileira por meio da promoção da melhoria da qualidade e produtividade dos produtos e processos. Em 1992, foi lançada a primeira edição do Prêmio Nacional da Qualidade (PNQ), criado pela Fundação para o Prêmio Nacional da Qualidade (FPNQ), atual Fundação Nacional da Qualidade (FNQ), com a finalidade de promover a excelência na gestão das organizações, mediante a divulgação das melhores práticas de gestão. Os fundamentos e critérios do PNQ são atualizados anualmente, visando acompanhar a evolução das práticas de gestão em nível mundial. Este estudo analisa a evolução dos Fundamentos e Critérios de Excelência do PNQ adotados desde 1992 até o ciclo 2008, identificando indícios de que os mesmos acompanharam as tendências e práticas de gestão das organizações. Como contribuição adicional deste estudo à Gestão das Operações e Processos, é apresentada uma compilação dos principais indicadores de desempenho utilizados pelas empresas ganhadoras do PNQ ao longo dos 16 ciclos, relacionados ao critério correspondente à Gestão de Processos. / Abstract: In the 1990s the Brazilian Administration launched the PBQP - Programa Brasileiro da Qualidade e Produtividade (Brazilian Program of Quality and Productivity) aiming to bring the Brazilian industry up to date by promoting improvement quality and productivity in products and processes. The year 1992 saw the first edition of the PNQ - Prêmio Nacional da Qualidade (National Quality Award), created by the FPNQ - Fundação para o Prêmio Nacional da Qualidade (Foundation for the National Quality Award), today known as FNQ - Fundação Nacional da Qualidade ( National Quality Foundation), in order to promote excellence in organization management by the adoption of the best management practices. PNQ foundations and criteria are reviewed annually to follow the evolution of management practices throughout the world. The objective of this study is to bring to light the contribution given by the PNQ to the operations and process management and organizational performance by means of a review of the history of the PNQ Excellence Foundations and Criteria from 1992 up to the 2008 cycle. A list of main performance indicators used by PNQ winning companies throughout the 16 cycles, reflecting criteria corresponding to Process Management, is given as part of the contribution by this study to the Operations and Process Mangement. It is hoped that this study will foster further research about the contribution by the PNQ Excelence Criteria to the practices of operations and process management. / Mestre

Este trabalho tem como principal objetivo detalhar uma sistemática para implementação do modelo gerencial da Qualidade Total em empresas da área de manufatura operando no Brasil. Um objetivo secundário é apresentar as principais ferramentas da qualidade aplicadas em processos de Gestão pela Qualidade Total. Primeiramente é desenvolvida uma revisão conceitual, necessária à homogeneização do entendimento sobre o tema Qualidade Total. A revisão começa com um breve histórico da disciplina qualidade chegando até a conformação do sistema gerencial da Qualidade Total, segue pela discussão das possíveis diferenças entre o entendimento do tema no Japão e nos Estados Unidos da América, e finaliza com a conceituação da Qualidade Total e apresentação das principais ferramentas da qualidade. São desenvolvidos três estudos de casos, orientados por um modelo para avaliação de sistemas de gestão (compatíveis com a Qualidade Total) desenvolvido especificamente para essa tarefa. Destes estudos são destacadas as principais ferramentas da qualidade utilizadas em cada empresa, e é detalhado o processo de implementação do sistema de gestão. Finalizando, é apresentada e discutida uma sistemática para implementação da Qualidade Total na indústria de manufatura, pela descrição de um modelo conceitual de referência, ao qual são propostas melhorias identificadas a partir do estudo de casos. / This work aims to detail a model to implement the Total Quality System in manufacturing companies operating in Brazil. A secondary objective is to present the main quality tools applied in processes of Total Quality Management. First, a conceptual revision is developed to homogenize the understanding of the Total Quality System. The revision begins with a brief history of quality discipline leading to the consolidation of the Total Quality Management model. It them proceeds towards the understanding of possible differences between the perceptions of theme in Japan and in United States of America, and it concludes with the explanation of Total Quality System and presentation of their main tools. Guided by one model specifically prepared to evaluate management systems (compatible with Total Quality Management), three case studies are developed. From these cases, the main quality tools used in each company are highlighted, and the process to implement the management system is detailed. At last, the description of a reference conceptual model, a methodology to implement the Total Quality System in manufacture industries is presented and discussed, and improvements are proposed from the findings of case studies.

Estágio realizado na kaizen Institute e orientado pelo Eng.º João Castro / Tese de mestrado integrado. Engenharia Industrial e Gestão. Faculdade de Engenharia. Universidade do Porto. 2009

The short range of low energy electrons from 2 to 9 MeV has made them useful for the treatment of superficial lesions covering large areas of the body, such as mycosis fungoides and other cutaneous lymphomas. At these electron energies, the beam penetration falls off rapidly beyond a shallow depth. Thus superficial lesions can be treated up to few millimeters without exceeding the tolerance of the bone marrow. The purpose of this project was to study the effect of the beam modifiers on the characteristics of the Varian 2100C 6 MeV beam using high dose rate total skin electron mode (HDTSe). The technique developed in the study was a modified Stanford Technique. In this technique, the patient is treated with dual six fields using + 17.5o angle above and below the horizontal line at 350 cm SSD. The patient is rotated every 60o intervals so that the whole skin surface is covered with the beam. The scattering filter used in the study was two strips of non-exposed developed radiographic films. The filter was mounted on the HDTSe applicator. The dose uniformity within a rectangle of 160 cm x 60 cm was found to be + 3% along the vertical direction and + 4% along the horizontal direction which meets the beam requirements recommended by the AAPM report (23) [61]. The use of the scattering filter has improved the dose uniformity, but it increased the x-ray contamination beyond the 30 mm depth to about 1.5% which makes the technique

This thesis describes the total synthesis of the thiopeptide antibiotic micrococcin P1. It unambiguously elucidates its structure, which has been subject to controversy for over thirty years. The centerpiece of the route to the target molecule is a facile one-pot construction of the central thiazole/pyridine cluster developed in our laboratory. This highlyconvergent route entails a delicate Michael addition to yield a Hantzsch dihydropyridine intermediate, which undergoes further oxidation to the fully aromatised heterocycle. The synthesis was completed by the coupling of this core with a highly-modified sensitive peptide chain. The modular nature of the synthesis can also accommodate modifications for SAR studies, contributing thereby to the fields of medicinal chemistry, pharmacology, and microbiology. At a purely chemical level, we remain confident that this work will serve as a valuable guide in the elaboration of other members of the thiopeptide family.

Marine natural products have continued to be a source of compounds with interesting structures and biological activities. Two such compounds are maculalactone A and haterumalide NA. In the process of exploring a route to the synthesis of haterumalide NA, the novel ring system, spiroepoxy-b-lactones were discovered. Spiroepoxy-b-lactones were synthesized by the oxidation of ketene-homo dimers with dimethyldioxirane (DMDO). After a synthetic route to this ring system was obtained we next explored the varied reactivity of spiroepoxy-b-lactones, and it was apparent that they might be applied to the synthesis of maculalactone A. Also with the aim of the total synthesis of the haterumalides, a palladium catalyzed cross coupling was developed. This reaction couples a 1,1-dichloroolefin with an alkyl zinc reagent. It was found that this reaction necessitates a heteroatom on the zinc reagent in order to proceed.

The objective of this study is to investigate the fully nonlinear interactions of wave-current and submerged bodies by a BEM-based numerical wave tank (NWT). In this paper, a new concept, a total velocity potential function (a combining form of a regular wave and a uniform current potential function), is adopted to solve the wave-current- body interaction problems. Two sets of the boundary integral equation (BIE) included velocity and local acceleration fields are adopted in order to find the surface wave forms and to calculate the hydrodynamic forces on the body. Applying the linear wave-current solution as a feeding function to the input boundary, it can generate waves similar to a wave maker. A numerical damping zone performed by Cointe(1990) is modified and deployed to dissipate the wave energy of the wave-current field near the end-wall and input boundary. Finally, both Mixed Eulerian-Lagrangian method (MEL) and Runge-Kutta 4th order scheme (RK4) are used to update the water elevation and velocity potential. To prove the reliability of this study, a fully nonlinear NWT is established and examined by comparing the simulated results with other researches'. It shows well agreement with analytic solutions published by others. On the other hand, three different types of structures which are submerged circular cylinder, rectangular and dual-cylinder are adopted to investigate the effects of nonlinear interactions of wave-current-body. The simulated results in weak nonlinear effect show excellent agreement with the linear solutions. Therefore, we conclude that the current method adopting the total velocity potential in the wave-current-body interaction problems is very robust and stable, and lay a good foundation for the advanced ydrodynamic problems.

Marine sponges produce a series of complex polycyclic diamine alkaloids which appear to have a common biogenesis from simple bis-pyridine macrocycles. These structurally novel secondary metabolites are presumably biosynthetically produced by the controlled ionic coupling of macrocyclic 3-alkyl piperidines leading to 3,4??-linked bis-piperidines (ii). Included among these diamine marine alkaloids is haliclonacyclamine C (i) which serves as our synthetic target. Chapter I in this thesis provides background information describing biological activity and proposed biosynthetic pathways to these important diamine marine alkaloids. Chapter II details progress towards the total synthesis of haliclonacyclamine C. The focus of Chapter II will be on our successful construction of the 3,4??-linked bispiperidine central core (ii) highlighted by the use of palladium-mediated C-C bond forming processes. The stereoselective hydrogenation of a coupled product will also be discussed.