Analisa-se o uso do território no período da globalização e seu rebatimento na soberania. Apreendeu-se o fenômeno da apropriação mercantil dos recursos hídricos, mormente na Amazônia, observando-se a imanência de usos não-mercantis do território como resistência dos lugares. Analisou-se a realidade como uma totalidade dinâmica, norteando-se pelo imperativo ético de uma práxis transformadora. A hipótese é de que o uso do território como recurso mercantil constrange a soberania, tornando o território um crescente de tensões. Como recurso de método, cindiu-se o espaço-tempo segundo eventos normativos, técnicas da ação, significativos da formação socioespacial brasileira. Concebendo-se o espaço como acumulação desigual de tempos, mostrou-se que o processo de reconfiguração geográfica atual tem raízes distantes; que muitos eventos contemporâneos contêm velhas intencionalidades. Entre 1933 e 1960 as bases da modernização atual se estabeleceram; a criação da Diretoria de Águas e a do Código de Águas regularam todas as possibilidades de uso da água. Entre 1960 e 1993 a criação do MME, do DNAEE, e da Eletrobrás aprimoram o poder de planejamento e ação institucionais atinentes ao aproveitamento múltiplo dos recursos hídricos do território; a criação da Eletronorte, viria viabilizar um significativo aumento de densidades técnicas na Amazônia, com a instalação de sistemas de engenharia como a Usina Hidrelétrica de Tucuruí, entre outros, para viabilizarem a fluidez exigida pela racionalidade econômica vigente, ora aprofundada na globalização através de sistemas de engenharia como Belo Monte e da privatização dos sistemas de saneamento. O período iniciado em 1994 criou metáforas destinadas a consolidar a psicoesfera segundo a qual o princípio de soberania territorial deve ser relativizado. Essa ideologia de estados desterritorializados, contudo, necessita do território como um híbrido de normatizado e norma para tornar-se tecnoesfera. O BIRD, o FMI e a OMC são agentes normatizadores ativos do território, mas somente o estado territorial pode legitimar sua racionalidade normativa que é, no caso em estudo, a mercantilização da água que é social. É o conteúdo territorial do estado que autoriza afirmar a possibilidade de um projeto soberano de país, porque, se a racionalidade do território alienado constrange a soberania, também gesta o seu contrário: um território não-alienado, um exercício consciente, dos lugares, de soberania, como resistência e como produção de uma racionalidade alternativa. / The use of territory in globalization era and its consequences on sovereignty is analyzed. The phenomenon of mercantile appropriation of water resources, especially in the Amazon, has been perceived, observing the immanence of non-mercantile uses of territory as resistance of geographical sites. Reality has been analyzed as a dynamic whole, shaped by the ethical imperative of a transformative praxis. Hypothesis here is that the use of territory as a market resource restrains sovereignty by turning land into a source of tensions. As a means of method, time and space were divided following normative events and techniques for action, which were significant for the formation of Brazilian society and territory. By perceiving space as an unequal accumulation of times, it has been demonstrated that the current process of geographical reconfiguration has its roots far back in time and many contemporary events have old intentions behind. The foundations of the current modernization were established between 1933 and 1960; the creation of Diretoria de Águas and the Código de Águas provided the regulations for all possible uses of water. Between 1960 and 1993 the creation of MME, DNAEE, and Eletrobrás enhances the possibility of planning and taking institutional actions related to the multiple uses of water resources of the territory; the creation of Eletronorte would enable a significant increase in technical densities in the Amazon, engineering sites were created such as the hydroelectric power plant of Tucurui dam, among others, to provide the fluidity required by the economical rationality of that time, and reinforced today in globalization era with engineering sites such as Belo Monte Dam and the privatization of sewage systems. In a period that started in 1994 metaphors have been created to consolidate a collective mindset in which the principle of sovereignty should be relativized. This ideology of states without territory, however, needs territory as a hybrid form between the regulated and the regulation to become a technosphere. The IBRD, the IMF and WTO are active territory regulatory agents, but only a state with a territory can legitimize their regulatory rationality which is, in this case study, the merchandization of water, meant to be collective - social. It is the integrity of a state territory that authorizes the assertion of the possibility of a sovereign project of country, because if the rationality of the alienated territory restrains sovereignty, it also creates its opposite: a non-alienated territory, a conscious exercise of geographical sites, of territorial sovereignty as resistance and production of a different and alternative rationality.

O óleo lubrificante mineral é amplamente utilizado no cenário mundial no funcionamento de máquinas e motores. No entanto, o ciclo de vida deste petro-derivado resulta na geração de um resíduo (óleo lubrificante usado), o qual é nocivo ao meio ambiente quando não descartado adequadamente ou reciclado. No Brasil, apesar das normas que tratam especificamente do armazenamento, recolhimento e destino de óleo lubrificante usado, grande parte do mesmo ainda é despejado diretamente no meio ambiente, sem qualquer tratamento, sendo de grande importância estudos que visem o entendimento dos processos e o desenvolvimento de tecnologias de remediação de áreas contaminadas por esse resíduo. O objetivo geral do presente trabalho foi conduzir estudos de tratabilidade de solo arenoso contaminado experimentalmente com 5% (m m-1 seco) de óleo lubrificante usado, através de duas diferentes estratégias de biorremediação: bioestímulo e bioaumento. Foram conduzidos dois experimentos. No primeiro, foi avaliada a atividade microbiana aeróbia na biodegradação do OLU através do método respirométrico de Bartha. No segundo, foram montados três biorreatores de fase sólida simulando biopilhas estáticas com aeração forçada, cada um contendo 125 kg de solo e 5% (m m-1 seco) de óleo lubrificante automotivo usado, os quais receberam como tratamento: bioestímulo por ajuste de pH e umidade (BIOSca); bioestímulo por ajuste de pH e umidade associado ao bioaumento com a adição de composto maduro (BIOA1ca) ; e bioestímulo por ajuste de pH e umidade associado ao bioaumento com a adição de composto jovem (BIOA2ca). Foram também montados três biorreatores de bancada simulando biopilhas estáticas sem aeração forçada, cada um contendo 3 kg de solo e 5% (m m-1) do mesmo contaminante, sendo que o primeiro continha solo sem contaminação - CONTsa, o segundo, solo contaminado com ajuste de pH BIOSsa e o terceiro, solo contaminado com adição de 0,3% de azida sódica - ABIOsa. Os tratamentos foram avaliados pela remoção de hidrocarbonetos totais de petróleo (HTPs) e após 120 dias de experimento obteve-se remoções de HTPs de 84,75%, 99,99% e 99,99%, com BIOS, BIOA1 e BIOA2, respectivamente, demonstrando que a estratégia de bioestímulo associada ao bioaumento foram promissoras na remediação do solo contaminado pelo óleo lubrificante usado. Os tratamentos que receberam composto (BIOA1 e BIOA2) não apresentaram diferenças quanto à remoção de HTPs, evidenciando que a fase de maturação dos compostos não apresentou influência na eficiência do processo. No entanto, verificou-se uma eficiência nos tratamentos que receberam composto quando comparado ao tratamento sem adição de composto / Lubricating oil is worldwide in machinery and motors. The life-cycle of this petroleum-based product generates a waste, the spent lubricating oil SLO, which is hazardous to the environment when inappropriately disposed. In Brazil, regardless the norms that establish rules for storage, collection, recycling and final disposal of spent-lubricating oil, a large part of it ends up in different environment compartments, causing among others, soil contamination. Therefore, it is important to carry out studies focusing on processes and technology development for remediation of sites contaminated by SLO. The objective of this work was to carry out two experiments of treatability studies for sandy soil contaminated experimentally with 5% (weight/dry weight) of SLO, through two different bioremediation strategies: biostimulation and bioaugmentation. During the first experiment, the aerobic microbial activity in SLO-contaminated soil was assessed through Barthas respirometry (CO2 productino). During the second experiment, three reactors simulating static biopiles with forced (up-flow) aeration received 125 kg of soil contaminated with 5% (w/dw) SLO, which received the following treatments: pH and moisture adjustment-BIOSca; pH and moisture adjustment associated to bioaugmentation through addition of mature compost from urban solid waste-BIOA1ca and pH and moisture adjustment associated to bioaugmentation with non-mature compost-BIOA2ca. Another group of three bench reactors with no forced aeration, each one containing 3 kg of soil also contaminated with 5% (w/dw) of SLO were filled as following: the first received non-contaminated soil-CONTsa; the second received contaminated soil with pH adjustment-BIOSsa; the third one received contaminated soil with addition of 0.3% (w/dry w) of sodium azide-ABIOsa. The treatments were compared based on removal of total petroleum hydrocarbons (TPHs) and its fractions. After 120 days, the TPH removal was about 75%, 99.99% and 99.99% in BIOS, BIOA1 and BIOA2 respectively, suggesting that optimization of conditions associated to bioaugmentation were the most promising strategy to treat SLO contaminated soils. The fact that after 120 days BIOA1 e BIOA2 did not present differences regarding TPH removal shows that giving time enough, the degree of the compost maturation does not influence the TPH removal. However, treatments that received compost were more efficient than biostimulation alone

O objetivo desta dissertação é analisar a implantação da Operação Urbana Consorciada Água Branca, localizada no distrito da Barra Funda, bem como a produção da lei que a regulamenta. Observou-se em campo e em pesquisas a órgãos ligados à Prefeitura Municipal de São Paulo que houve o direcionamento de recursos públicos para o fomento de atividades econômicas em detrimento de demandas sociais na área de estudo. Nossas categorias de análise foram o território usado e a norma, que utilizamos para compreender a construção de uma lei que visa à transformação dos usos do território de passado industrial e que agora incidem propostas de adensamento habitacional e de uso comercial. A produção normativa contou com a participação da sociedade civil, com destaque aos moradores da região e dos promotores imobiliários, mediados pelo Poder Público municipal, caracterizando, assim, um caso de pluralismo jurídico. Por meio das audiências públicas e de entrevistas realizadas com os vereadores, representantes dos moradores da área de estudo e do mercado imobiliário, verificou-se a conflituosa relação entre os diferentes setores da sociedade civil. Desta forma, a norma jurídica, criada em 2013, reflete os desejos e necessidades do uso do território do período atual no município de São Paulo evidenciando as práticas sociais vigentes e as especificidades do distrito da Barra Funda / The objective of this dissertation is to analyze the implementation of the Joint Urban Operation Agua Branca, located in the Barra Funda district; as well as the creation of the law that governs it. It was observed in the field and research, in this area of study, which was done with bodies linked to the Municipality of São Paulo that public resources were directed to the promotion of economic activities to the detriment of social demands. Our categories of analysis were: the used territory, and the standard, and were used to understand and help in the creation of a law aimed at the transformation of the use of the territory of an industrial past which is now proposed for housing and commercial use. The normative creation also took into consideration the participation of civil society, especially local residents and property developers, mediated by the municipal government, thus characterizing a case of legal pluralism. Through public hearings and interviews with councilors, representatives of the residents of the studied area and the real estate market, it was verified a conflicting relationship between the different sectors of civil society. Thus, the normative (rule of law), created in 2013 , reflects the desires and needs of the use of the territory of the current period (nowadays) São Paulo highlighting current social practices and the specifics of the Barra Funda district

[pt] Neste trabalho, são propostas duas metodologias para análise elementar em óleo lubrificante, óleo combustível e biodiesel, através das técnicas de espectrometria de emissão óptica com plasma indutivamente acoplado e espectrometria de massa com plasma indutivamente acoplado com célula de reação dinâmica. Foram combinadas a facilidade e a rapidez na preparação de amostras através da diluição direta em solventes orgânicos, sem tratamento prévio, com a capacidade multielementar das técnicas espectrométricas em estudo. Em ICP OES, foram avaliados os resultados analáticos para os micronebulizadores PFA-100 e Miramist através da análise de dois materiais de referência certificados, a saber, NIST 1634c (óleo combustível) e NIST 1085b (óleo lubrificante). Um planejamento experimental de alta resolução foi realizado para otimização das vazões de Ar e O2 no fluxo de nebulização, com experimentos em duplicata e triplicata no ponto central. Aumentos na razão sinal-ruído foram observados para Ag, Al, B, Ba, Ca, Cr, Cu, Fe, Mn, Si, Ti e V e as maiores razões foram observadas para o micronebulizador PFA-100. As vazões de Ar e O2 foram escolhidas de forma a maximizar essas razões. Para o Miramist, 0,50 L min(-1) (Ar) e 0,020 L min(-1) (O2) foram usados, enquanto para o PFA-100, 0,45 L min(-1) (Ar) e 0,025 L min(-1) (O2). Os materiais de referência NIST 1634c e NIST 1085b foram empregados para validação do método e as melhores recuperações foram obtidas para o micronebulizador PFA-100, com resultados entre 93% e 110%. Os limites de detecção para os dois micronebulizadores não variaram significativamente entre si, estando entre 0,48 ng g(-1) (Mn) e 15,8 ng g(-1) (Al). Em DRC-ICP-MS, foi realizado um planejamento composto central para otimização das condições operacionais do plasma. As vazõoes de argônio de nebulização e auxiliar apresentaram uma influência relevante sobre o teor de Ba++, LaO+ e sobre a intensidade do elemento índio. Uma condição de compromisso foi empregada, sendo 0,42 L min(-1) (Ar de nebulização) e 1,2 L min(-1) (Ar auxiliar). Para redução das interferências espectrais, o metano foi adotado como gás de reação. Os parâmetros operacionais, como a vazão do gás de reação e o parâmetro de rejeição q (Rpq), foram otimizados, visando a menor incidência de interferências sobre isótopos como 52Cr e 56Fe. Os materiais de referência NIST 1634c e NIST 1085b foram empregados para validação do método e as recuperações estiveram entre 90% e 110% para a maioria dos elementos, enquanto os limites de detecção estiveram entre 0,02 ng g(-1) (52Cr) e 7,4 ng g(-1) (40Ca). Os resultados obtidos para o material de referência NIST 1085b foram comparados entre os dois métodos propostos e os mesmos foram considerados concordantes, não diferindo entre eles em mais de 10% para a maioria dos elementos. Os resultados obtidos na análise elementar das amostras de óleo lubrificante mostram que realmente é possível avaliar o desgaste de equipamentos através da metodologia proposta, pois o aumento significativo de alguns elementos, como Fe, foi detectado nas amostras de lubrificante usado, enquanto a análise de amostras de biodiesel mostrou através da técnica de espectrometria de massa, que há nesse biocombustível a presença de elementos que não são contemplados na legislação brasileira. / [en] Two methodologies for elemental analysis of lubrificant oil, fuel oil and biodiesel are proposed, employing inductively coupled plasma optical emission spectrometry and inductively coupled plasma mass spectrometry with dynamic reaction cell. The methodologies combine the facility and fastness of sample preparation through direct dilution in organic solvents, without any pretreatment, with the multielemental capability of these spectrometric techniques. In ICP OES, the analytical results for the micronebulizers PFA-100 and Miramist were evaluated using two certified reference materials, NIST 1634c (residual fuel oil) and NIST 1085b (wear metals in lubrificant oil). Ar and O2 flow rates were optimized employing a high resolution experimental design was realized, with replicate experiments and triplicate at the central point. Improvement in the signal-to-noise ratio were observed for Ag, Al, B, Ba, Ca, Cr, Cu, Fe, Mn, Si, Ti and V and the highest ratios were obtained with the PFA-100 micronebulizer. The Ar and O2 flow rates were optimized in order to improve these ratios. For Miramist, 0.50 L min(-1) (Ar) e 0.020 L min(-1) (O2) were used and, for PFA-100, 0.45 L min(-1) (Ar) e 0.025 L min(-1) (O2). The reference materials (NIST 1634c and NIST 1085b) were analyzed for validation of the method and the highest recoveries were obtained for the PFA-100 micronebulizer, with results between 93% and 110%. The limits of detection for both micronebulizers were very similar, between a range of 0.48 kg(-1) (Mn) and 15.8 ug kg-1 (Al). In DRC-ICP- MS, a central composite design was realized for the optimization of the plasma operational conditions. The nebulizer and auxiliary flow rates showed a relevant influence on Ba++ and LaO+ content and In intensity. A compromising condition was employed, being 0.42 L min(-1)(Ar nebulizer flow rate), 0.1 L min(-1) (O2 flow rate) and 1.2 L min(-1) (auxiliary flow rate). In order to minimize spectral interference, methane was adopted in this work as reaction gas. The operational conditions of the reaction gas flow rate and rejection parameter q (Rpq), were optimized to minimize the interferences on isotopes, such as 52Cr and 56Fe. Two reference materials (NIST 1634c and NIST 1085b) were employed for method validation and the recoveries were between 90% and 110% for most elements, being the limits of detection between 0.02 ng g(-1) (52Cr) and 7.4 ng g(-1) (40Ca). The results obtained for the reference material NIST 1085b by the two proposed methods were in agreement at a 95% confidence level and did not show difference higher than 10% for most elements. The results obtained by elemental analysis of lubricant oils using the ICP OES methodology showed that it is possible to evaluate equipment wear through the analysis of its oil by the proposed methodology, since a significant increase of some elements concentrations, such as Fe, was detected in used lubricant oil samples. The analysis of biodiesel samples by ICP-MS indicated the presence of elements that are not controlled by the Brazilian legislation.

Small business owners understand the advantages of using social media as a marketing tool; however, some of these owners do not leverage social media marketing strategies to increase sales. Small business owners who fail to implement social media marketing strategies minimizes the potential to gain new customers; thus, negatively impacting sales. The purpose of this qualitative multiple case study was to explore social media marketing strategies used by five small family-style restaurants in Maryland. Berry's relationship marketing theory was the conceptual framework for this study. Data collection included semistructured interviews, documents pertaining to social media marketing strategies, and social media pages and websites from the participating restaurants. These data were analyzed following Yin's 5-step analysis plan. Key themes that emerged were (a) social media platforms small family-style restaurant owners use to increase sales and were most effective, (b) employees' response to social media marketing strategies small family-style restaurant owners use to increase sales, and (c) relationship marketing. The implications for positive social change include the potential to increase the knowledge of future entrepreneurs and show them how technology can help them launch and grow their businesses faster creating an atmosphere of better customer services. Increasing the demand for employment can have a direct impact on decreasing the unemployment rate within the United States, particularly in the state of Maryland.

Unauthorized-use is the most difficult problem to government-owned land authorities. Although the land used for military purposes belongs to government-owned land, its reasons for unauthorized-use are still different from those other government-owned land authorities face. Most researches about government-owned land occupations and exclusion focus on the part of the management sector. This study, however, takes both the manager¡¦s and the unauthorized-user viewpoint to discuss the land unauthorized-use problem the Chinese Military Academy faces. After analyzing literatures, interviewing related people, and several case studies, I am able to suggest some practicable solutions based on the present law. This study finds the land belonging to the Chinese Military Academy was taken illegally mostly during the 1950s and the 1970s, before Government-Owned Land Laws were passed. Ninety percent of the unauthorized-user are veterans, and the rest are ordinary people living close to the battalion, who took the land mostly for housing, with a very small percentage for profit. The main reasons are the unauthorized-user complaints of unequal treatment, their financial conditions, and their dependence on the unauthorized-use land. Of course the military authorities¡¦ negligence has made the situation worse. This study also finds that most unauthorized-user ask for alternative housing and compensations, while the military wants to resort to law. Since the R.O.C. Constitution safeguards people¡¦s property right, I try to take the unauthorized-use peoples¡¦ appeal into consideration. This research suggests that the National Defense Act Stipulations 22 and 23 be revised, making it possible for the military authority to entrust the management of its property to related organization. Besides, a special fund can be established to compensate for the loss of the people who were forced to exchange lands during the Japanese occupation of Taiwan. Moreover, the VAC (Veterans Affairs Commission, Executive Yuan, R.O.C.) can use the Fund for Veterans¡¦ Housing (°ê­x°h°£§Ð©x§L¦w¸m°òª÷) to subsidize veterans with housing problems. In this way, we can elastically solve the unauthorized-use problem, help unauthorized-user to live within the law, resolve the conflicts between the military and civilians, and promote the efficient management of land used for national defense purposes.

此商業企劃書是為了探討從歐洲出口二手車到非洲的可行性。 / The purpose of this business plan is to determine the feasibility of a used cars business exportation from Europe to Africa for Roufai who is a friend of my half-brother Florent. In many countries, the economic development is linked to the rise of the automotive industry, which has already started in Nigeria and still be pursued under the Nigerian Industrial Revolution Plan. This plan aims at increasing the implication of the manufacturing industry into the Nigerian Gross Domestic Product. However, the increase in the automotive market is mostly due to cars importations (around 100,000 new and 300,000 used from the public figures, and according the official Nigerian state, it is 50,000 new and 200,000 used). And the current production is around 100,000 units of mainly buses and trucks. Therefore there is room to fill in by providing used cars in good condition at a competitive price. The aim would be to answer the growing demand of the Nigerian market first, and then expand the operation to Nigeria’s neighbours like Cameroon. The company would be in charge of the following operations: collecting used cars, checkout and eventual repairs, exporting vehicles to Africa and importing them in the giant parking of Cotonou (and eventually Lomé) before selling the vehicles to intermediary agent for the traditional channel, and exporting the cars until the final customer for the online channel. We strongly believe we can achieve our objectives by providing the whole supply chain with very few intermediaries for the online channel and offering a global solution integrating all the services to bring the cars to the giant parking resellers, with competitive prices, good vehicles quality due to excellent supply and reliable repairs, and with a great understanding and responsiveness to the demand using the web. The aim is to gain 0.3% of the Nigerian market share by 2020 and to grow thanks to both investors and banks to reach a net income of 3%.

I study the impact of the used goods market on pricing and profits in the video game industry and the implications of resale restrictions. I develop a modeling framework that incorporates (a) heterogeneous consumers who are forward looking in their buying an selling behaviors, (b) a strategic game producer who prices its products considering both inter-temporal price discrimination and price competition with used goods, (c) rational expectations on future prices by both consumers and the firm, and (d) market equilibria for both new and used-goods markets. Without observing sales data, I use equilibrium pricing solutions in my model and the varying rate of price decrease after a game's release to identify the sales volume of a game in every period as a percentage of its total demand. I develop a computationally tractable utility specification to solve the computational challenge comes with modeling the supply side equilibrium. I construct the demand function for a game from heterogeneous consumers whose valuations distribute on an interval, and partially characterize the consumers' decisions and reduce the dimensionality of the state space. Applying the model to a unique dataset of game prices collected from the Internet, I estimate the game-specific demand for multiple games released in the U.S. market. The results show significant variation across games in terms of shapes of valuation distributions, expected play time, degrees of consumers' preference for new over used games, and price sensitivities. Policy simulations show that the effects of prohibiting resale largely depend on the shape of a game's demand distribution, because most of the profits are gained from higher-valuation consumers who purchase the game when the price is high. Prohibiting resale does not dampen their willingness to pay for the game because their high utility from playing it. Moreover, higher expected future prices in the absence of the used-game market further reduces their incentives to wait. I find the predicted profit increase is significant for most games when reselling is prohibited. However, games with demand consisting mostly of low valuation consumers benefit less from this structural change, because (a) early sales increase only slightly given a much smaller proportion of high valuation consumers and (b) losing the option to resell significantly decreases the willingness to pay for low valuation consumers, forcing the firm to slash its prices dramatically over time. I find empirical evidence that a firm can be better off with the used game market. This suggests that though eliminating the resale market is generally optimal for popular games, retaining it can be more profitable for some games. / text

The objective of this study was to investigate the feasibility of using salvaged timber from deconstructed buildings in Turkey. The intention was to show that the re-use of &lsquo / waste&rsquo / materials, while decreasing the cost of construction also preserves the environment from wasteful and extensive use of natural resources. It is hoped that the findings of such a study will encourage professionals to use second hand timber components in Turkey. In order to deal with the waste problem and to save our planet the re-use of construction materials from economic, environmental, social, and historic points of views should be pursued. This research incorporated information about the re-use of timber, including ongoing projects around the world, as reported by the International Council for Research and Innovation in Building Construction (CIB) Task Group on Deconstruction (TG39), a local survey of individuals, organizations, and businesses that are related to the recycling and reuse of building materials. Local deconstruction works, recovery and re-use of timber elements and components were investigated on the basis of information obtained from the demolition contractors in Bentderesi locality in Ankara, a salvaged materials market. iii Moreover the study aimed to observe how used timber components are recovered from a demolition project. By observing the demolition of a building the author was able to determine the problems in recovering timber with the least damage. The findings of the investigation indicated that the architects and the building industry can play an important role to increase recovery rates and conditions of used timber components in construction, considerably. Instead of using nails for timber joints bolted connections should be preferred since they allow demounting and re-use with minimum damage during the deconstruction process. At the same time defects in timber due to extensive and unnecessary nailing can also be avoided. The decision on type of deconstruction, time and cost estimation, worker ability and sensitivity during disassembly influence the success of deconstruction. Tools and machinery used both on the work site and in the UBMs selling area have direct effects on the condition of recovered materials.

I had taken many classes at NCCU and learned a lot of knowledge, skills and insights from professors and classmates. I truly appreciate with their lectures, discussions, helps and behavior. The knowledge and skill that I gained from this program, indeed help a lot in my present job. I worked in a telecommunication company for more than 15 years. My present role in the company is to run the Software Service Operation department. Part of the job function is to ensure smooth operation of customer helpdesk service to maintain and enhance customer satisfaction on our company post sales technical support service. The thesis begins with the brief summary of the company background. Analysis of its current customer case handling organization and customer case handling performance in relation to its major competitor ABC and pin point bottlenecks on its present setup. Via the finding of bottlenecks, the thesis then elaborate various proposal of action plan to improve the efficiency and effectiveness of the company’s customer case handling organization to shorten the customer case handling run time, in order to catch up with the industry benchmark and further improve customer satisfaction with our service. This thesis ended with the Case Run Time Reduction Program time line, management of its program risk and the forecast of the outcome of those proposed action plans.