Företag befinner sig i en konkurrenskraftig värld och för att lyckas överleva måste de ta hand om sina befintliga kunder såväl som attrahera nya. Med hjälp av dagens teknologi, har företag möjlighet att lagra information om sina kunder och kan därför få en ökad förståelse för kunders beteende och önskemål. CRM-system (Customer Relationship Management-system) är ett hjälpmedel i detta arbete och har därför blivit en prioriterad investering för företag då kunder betraktas som dess viktigaste tillgång. CRM-system är en kostsam investering, samtidigt som chansen för att misslyckas vid implementering är stor. Därför är det av stor vikt för företag att efter implementeringen kunna hantera, använda och ha förståelse för CRMsystemets olika funktioner för att lyckas stärka kundrelationer och erhålla tänkta fördelar som systemet syftar till. Studien tillämpar kvalitativa undersökningstekniker där ett fallföretag har undersökts genom intervjuer. Syftet med studien är att undersöka användningen av ett CRM-system för att komma fram till hur denna stödjer organisationen och dess kundrelationer. Utifrån litteraturstudien identifieras funktioner och användningsområden i ett CRM-system, vilket skapar underlag för den empiriska undersökningen. Studiens slutsats innehåller rekommendationer kring användning av CRM-system för att stödja kundrelationer. Rekommendationerna riktas till företag som använder CRM-system eller befinner sig i processen om att införa ett sådant. / Companies are in a competitive world and to manage to survive, they must take care of their existing customers as well as attract new ones. With the help of today's technology, companies have the ability to store information about their customers and can therefore have a greater understanding of customer behavior and preferences. CRM (Customer Relationship Management) system is an aid in this work and has therefore become a priority investment for companies as customers regarded as their most important asset. CRM-systems are a costly investment, while the chance of failure in the implementation is large. Therefore it is of great importance for companies to handle, use, and have an understanding of the CRM-system's various functions to manage to strengthen customer relationships and obtain prospective benefits that the system is aimed at. The study applies qualitative survey techniques where a company has been investigated through interviews. The purpose of this study is to investigate the use of a CRM-system to find out how this supports the organization and its customer relationships. Based on the literature review we identified features of a CRM system, which creates a basis for the empirical study. The study's conclusion contains recommendations about the use of CRMsystems to support customer relationships. The recommendations are addressed to companies using CRM-systems or to companies that are in the process of introducing such a system.

Human society is currently designed based on linear patterns, without concern for and interactions with the biosphere. The natural world works in cycles, and in order to interact with these systems in a sustainable way, the redesign of human society according to the paradigm of cyclical thinking is required. This paper explores the synthesis and synergies between the cradle-to-cradle concept and a Framework for Strategic Sustainable Development in the context of sustainable development. The research tests whether Backcasting using Sustainability Principles is supportive to the implementation of the cradle-to-cradle concept and draws on relevant literature as well as interviews with experts. Based upon this research a process tool is designed and tested within a case study. Results indicate that, when backcasting using sustainability principles, principles for design and principles for decision-making provide synergistic characteristics in the process of implementation. Inspiring design principles, such as the ones suggested by the cradle-to-cradle concept, provide powerful engagement for a social learning process that works towards sustainable development. A structured decision-making process based on backcasting using sustainability principles provides the constraints and criteria for robust decision-making along the journey.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This study aimed to examine the land use, as well as its influence on the aquatic environment of the watershed of the Tumurupará stream, covering the municipalities of Cândido Godói, Ubiretama and Campina das Missões, Rio Grande do Sul, State. The methodology has been based on analysis of maps, hypsometric, slope and land use. It was used the computer programs: Spring 4.3 and Corel Draw12 . Similarly, the equipments used were: GPS (Global Position System), thermometer and in lab it was identified the variables pH, CE, TDS and Salinity. Besides, it was diagnosed the problems of the area under study in view of, the influence the agricultural sector operates in water was identified. In this understanding, the area under study had several problems about the environmental preservation, the presence of small areas where the land use is done so intensively with rudimentary techniques. This form of use is characterized predominantly for subsistence and its intensive uses the degradation of the environment. The limnological variables analyzed indicate changes in physical properties. It was collected seventeen (17) sampling points. Among the samples analyzed, the sample of point two (02) it is more critical, with high values and changes in the properties of water. The changes occur mainly on the salinity and electrical conductivity and total dissolved solids and in the sample of point (05) stands out the pH. On the land use map there is clearly a lack of vegetation, the presence of excessive farming, which influences the change of the natural way of the water. It is a necessary reflection and awareness of the population in alerts themselves of problems in the study area, and with the same search for a solution to minimize environmental impacts. The watershed is of fundamental importance for the local population, since the water supply of the population of the city of Campina das Missões comes from Tumurupará stream. Preserve the well spring requires incentives and awareness of the community in general. The preservation of these is essential, because the water is the source of life. / Este trabalho teve como objetivo analisar as formas de uso da terra, bem como, sua influência no ambiente aquático da Microbacia do Arroio Tumurupará, que abrangem os municípios de Cândido Godói, Ubiretama e Campina das Missões/RS. Para tanto, teve-se como base a análise dos mapas, hipsometria, declividade e uso da terra, para posteriormente, realizar o cruzamento destes dados. Metodologicamente, utilizou-se os programas computacionais: Spring 4.3 e Corel Draw12. Da mesma forma, usou-se os aparelhos GPS (Global Position System), termômetro e para a análise das variáveis (pH, CE, TDS e Salinidade), o Condutivímetro. Além disso, diagnosticou-se os problemas da área em estudo, tendo em vista, a influência que o setor agrícola exerce na água. Neste entendimento, a área em estudo apresentou vários problemas voltados a preservação ambiental, merecendo destaque a presença de minifúndios através do uso da terra de forma intensiva com técnicas rudimentares. Esta forma de uso da terra caracteriza-se predominantemente para a subsistência e seu uso intensivo facilita a degradação do meio ambiente. As variáveis limnológicas analisadas indicam modificações das propriedades físicas. Foram coletadas dezessete (17) amostras. Entre as amostras analisadas, a do ponto dois (02) apresenta-se mais crítico, com alterações e valores elevados das propriedades da água. As alterações ocorrem principalmente quanto à salinidade e condutividade elétrica e totais de sólidos dissolvidos e no ponto cinco (05) destaca-se o pH. No mapa de uso da terra observa-se claramente a ausência da vegetação, a presença da agricultura excessiva, o que influencia na alteração do estado natural da água. A alteração da água é mais expressiva a jusante da microbacia. Faz-se necessário uma reflexão e a conscientização da população em alertá-los dos problemas existentes na área de estudo, e, junto com a mesma buscar uma solução para minimizar os impactos ambientais. A microbacia é de fundamental importância para a população local, uma vez que o abastecimento da água da população do município de Campina das Missões provém do Arroio Tumurupará. Preservar as nascentes requer incentivos e conscientização da comunidade em geral. A preservação destas é fundamental, pois a água é fonte de vida, além de melhorar a qualidade de vida da população local.

Les microtubules (MTs) sont importants pour des processus cellulaires majeurs comme la polarisation, le trafic membranaire, la division cellulaire ainsi que pour l'architecture intracellulaire. En retour, les organites influencent l'organisation et la dynamique des MTs. Mon projet de thèse vise à élucider les interactions fonctionnelles existantes entre les MTs et la sécrétion en adoptant une approche quantitative et systématique. En synchronisant le trafic de différents cargos grâce au système RUSH (Retention Using Selective Hooks) et à une dépolymérisation complète des MTs, nous avons montré que les MTs ne sont pas strictement nécessaires à la sécrétion des cargos. D'une manière générale nous avons observé que le trafic intracellulaire est ralenti mais toujours possible en présence d'un appareil de Golgi dispersé. Nous avons caractérisé deux populations d'éléments golgiens. Elles sont présentes peu après la dépolymérisation des MTs et sont différentes en terme de composition et de capacité de sécrétion. Nos résultats montrent qu'une maturation fonctionnelle des éléments golgiens est nécessaire pour le trafic post-golgien, basée sur l'acquisition de certains facteurs golgiens non identifiés à ce jour. Dans une deuxième partie, nous nous sommes intéressés à l'exocytose au niveau de la membrane plasmique. Nous avons observé une sécrétion préférentielle des protéines à proximité des adhésions focales. Différentes techniques de biologie cellulaire nous ont permis de caractériser cet adressage préférentiel vers les sites d'adhésion de la cellule. Nous avons également corrélé les forces exercées par la cellule sur le substrat avec la direction du transport antérograde. / Microtubules (MTs) are important for major cellular processes like cell polarization, intracellular trafficking, cell division, intracellular architecture. Organelles influence back the MTs organization and dynamics. The goal of my project was to study the involvement of MTs in the intracellular trafficking. Thanks to the Retention Using Selective Hooks (RUSH) system to synchronize the trafficking of cargos and with an efficient way to depolymerize MTs, we showed that MTs were not strictly essential to secretion of cargos. More generally, we showed that intracellular trafficking is slowed down but still possible in the presence of a dispersed Golgi apparatus. Moreover, we characterized two populations of Golgi elements in cells without MTs that are different in terms of secretion ability and composition. Our results demonstrated that functional maturation of Golgi elements is needed to ensure post-Golgi trafficking and that MTs driven post-Golgi transport is not strictly required. Besides working on intracellular trafficking without MTs, we conducted a study on the exocytosis at the plasma membrane. By using an antibody coating on coverslips to immobilize secreted cargos, we visualized the first step of arrival at the plasma membrane. We observed a directed and polarized secretion close to focal adhesions that we characterized by different cell biology technics and microscopy (spinning disk, TIRF…). We highlighted a close relationship between forces exerted by the cell on its substrate and the directionality of the anterograde transport by using patterning and Traction Force Microscopy (TFM).

The master thesis deals with connection between results of using public procurement and performance indicators. First part of this thesis describes specifics of teaching hospitals, process of using public procurement and performance indicators used in healt care. The practical part contains an analysis of public procurement and an analysis of performance indicators.

The main goal of thesis is to analyze the financial performance of multifunctional sports arena in Pardubice (MFA) with emphasis on variability using a multifunctional sports arena. The theoretical part is drawing on the findings that relate to the issue, mainly from the demand characteristics of sport and its determinants. Further attention is paid to the history, development of sports infrastructure with emphasis on multifunctional arena. Mentioned is the structure of income and types of investors sporting infrastructure. The practical part is characterized by multi-service arena Pardubice MRFP, Inc. and its partial results for the period 2006-2010. Another chapter is devoted to evaluate the usability arena. Are then discussed in detail the various cultural events in own-account operators MFA. In conclusion, it offered a comparison between the halls and across the whole country. The following is the summary of the identified findings and suggestions for improvements and future developments in the use of MFA in Pardubice.

Le travail de cette thèse se focalise sur le rôle de l’espace de la représentation comme un univers d’actions pour conduire la conception et l’aboutissement du projet d’aménagement et d’architecture. Il vise à renouveler les questions sur la scène actuelle de la pratique professionnelle au regard de la mutation permanente des outils de la visualisation mis en pratique. L’approche proposée par cette thèse est d’ordre systémique-compréhensive et tente de tisser des liens entre la nature de la pratique de la conception comme pratique basée de plus en plus sur des démarches collaboratives et la nature des dispositifs numériques comme univers fondés sur l’interactivité et la virtualité. Le premier univers est attaché au facteur humain, aux relations entre le praticien, son statut professionnel et les acteurs du projet ; le deuxième a pour entité l’idéalisation et l’artificialité du système numérique conçu pour répondre aux pratiques. Entre ces deux univers se place le modèle de l’utilisation, comme modèle invisible qui se forme par la conjonction entre une culture du projet et une culture numérique. Trois approches guident l’enquête ethnographique menée auprès des praticiens : une approche par l’« architecte-agence » comme entité qui a tendance à forger une identité professionnelle par la « production » et par le développement de compétences adaptées à la mutation de la profession ; une approche par le « projet » qui le présente comme environnement « organisateur » conditionnant le travail et le déroulement de la conception ; et une dernière approche par l’« appropriation » de la 3D comme phénomène que nous avons visé à identifier dès le démarrage de nos recherches. / This thesis focuses on the role of the environment of the representation, as an important sphere which leads the conception, and the development of architectural project. It aims to analyze the actual professional practice, and also the permanent evolution of the displayed tools used in these domains. The approach proposed by this thesis is based on a systematic-comprehensive matter, this approach try to develop links between the conception (as a first universe based on a collaboration between partners) and a second universe of numeric tools (marked by the interactivity and the vitality). The conception universe is attached to the human factor, to the relations between the practitioner, its professional status and the actors of the project, however the numeric environment presents a second universe based on the idealization and the artificiality of the digital system. The model of the use takes place between these two universes, as an invisible model which forms by the conjunction between a project’s culture and a numerical culture. Three approaches guide the ethnographical analyses realized with the practitioners: the first approach presents the “architect-agency” which develops a professional identity based on the “production” and on the development of adapted specific skills; the second approach concerns “the project” which is presented like a sphere influencing the work and the progress of the conception; the third and last approach is the use of 3D conception as a phenomenon which we aimed to identify in our research.

[EN] The availability of new processors with more processing power for embedded systems has raised the development of applications that tackle problems of greater complexity. Currently, the embedded applications have more features, and as a consequence, more complexity. For this reason, there exists a growing interest in allowing the secure execution of multiple applications that share a single processor and memory. In this context, partitioned system architectures based on hypervisors have evolved as an adequate solution to build secure systems. One of the main challenges in the construction of secure partitioned systems is the verification of the correct operation of the hypervisor, since, the hypervisor is the critical component on which rests the security of the partitioned system. Traditional approaches for Validation and Verification (V&V), such as testing, inspection and analysis, present limitations for the exhaustive validation and verification of the system operation, due to the fact that the input space to validate grows exponentially with respect to the number of inputs to validate. Given this limitations, verification techniques based in formal methods arise as an alternative to complement the traditional validation techniques. This dissertation focuses on the application of formal methods to validate the correctness of the partitioned system, with a special focus on the XtratuM hypervisor. The proposed methodology is evaluated through its application to the hypervisor validation. To this end, we propose a formal model of the hypervisor based in Finite State Machines (FSM), this model enables the definition of the correctness properties that the hypervisor design must fulfill. In addition, this dissertation studies how to ensure the functional correctness of the hypervisor implementation by means of deductive code verification techniques. Last, we study the vulnerabilities that result of the loss of confidentiality (CWE-200 [CWE08b]) of the information managed by the partitioned system. In this context, the vulnerabilities (infoleaks) are modeled, static code analysis techniques are applied to the detection of the vulnerabilities, and last the proposed techniques are validated by means of a practical case study on the Linux kernel that is a component of the partitioned system. / [ES] La disponibilidad de nuevos procesadores más potentes para aplicaciones empotradas ha permitido el desarrollo de aplicaciones que abordan problemas de mayor complejidad. Debido a esto, las aplicaciones empotradas actualmente tienen más funciones y prestaciones, y como consecuencia de esto, una mayor complejidad. Por este motivo, existe un interés creciente en permitir la ejecución de múltiples aplicaciones de forma segura y sin interferencias en un mismo procesador y memoria. En este marco surgen las arquitecturas de sistemas particionados basados en hipervisores como una solución apropiada para construir sistemas seguros. Uno de los principales retos en la construcción de sistemas particionados, es la verificación del correcto funcionamiento del hipervisor, dado que es el componente crítico sobre el que descansa la seguridad de todo el sistema particionado. Las técnicas tradicionales de V&V, como testing, inspección y análisis, presentan limitaciones para la verificación exhaustiva del comportamiento del sistema, debido a que el espacio de entradas a verificar crece de forma exponencial con respecto al número de entradas a verificar. Ante estas limitaciones las técnicas de verificación basadas en métodos formales surgen como una alternativa para completar las técnicas de validación tradicional. Esta disertación se centra en la aplicación de métodos formales para validar la corrección del sistema particionado, en especial del hipervisor XtratuM. La validación de la metodología se realiza aplicando las técnicas propuestas a la validación del hipervisor. Para ello, se propone un modelo formal del hipervisor basado en máquinas de autómatas finitos, este modelo formal permite la definición de las propiedades que el diseño hipervisor debe cumplir para asegurar su corrección. Adicionalmente, esta disertación analiza cómo asegurar la corrección funcional de la implementación del hipervisor por medio de técnicas de verificación deductiva de código. Por último, se estudian las vulnerabilidades de tipo information leak (CWE-200 [CWE08b]) debidas a la perdida de la confidencialidad de la información manejada en el sistema particionado. En este ámbito se modelan las vulnerabilidades, se aplican técnicas de análisis de código para la detección de vulnerabilidades en base al modelo definido y por último se valida la técnica propuesta por medio de un caso práctico sobre el núcleo del sistema operativo Linux que forma parte del sistema particionado. / [CAT] La disponibilitat de nous processadors amb major potencia de còmput per a aplicacions empotrades ha permès el desenvolupament de aplicacions que aborden problemes de major complexitat. Degut a açò, les aplicacions empotrades actualment tenen més funcions i prestacions, i com a conseqüència, una major complexitat. Per aquest motiu, existeix un interès creixent en per permetre la execució de múltiples aplicacions de forma segura i sense interferències en un mateix processador i memòria. En aquest marc sorgeixen les arquitectures de sistemes particionats basats en hipervisors com una solució apropiada per a la construcció de sistemes segurs Un dels principals reptes en la construcció de sistemes particionats, es la verificació del correcte funcionament del hipervisor, donat que aquest es el component crític sobre el que descansa la seguretat del sistema particionat complet. Les tècniques tradicionals de V&V, com són el testing, inspecció i anàlisi, presenten limitacions que fan impracticable la seva aplicació per a la verificació exhaustiva del comportament del sistema, degut a que el espai de entrades a verificar creix de forma exponencial amb el nombre de entrades a verificar. Front a aquestes limitacions les tècniques de verificació basades en mètodes formals sorgeixen com una alternativa per a completar les tècniques de validació tradicional. Aquesta dissertació es centra en la aplicació de mètodes formals per a validar la correcció del sistema particionat, en especial d del hipervisor XtratuM. La validació de la metodología es realitza aplicant les tècniques proposades a la validació del hipervisor. Per a aquest fi, es proposa un model formal del hipervisor basat en màquines de estats finits (FSM), aquest model formal permet la definició de les propietats que el disseny del hipervisor deu de complir per assegurar la seva correcció. Addicionalment, aquesta dissertació analitza com assegurar la correcció funcional de la implementació del hipervisor mitjançant tècniques de verificació deductiva de codi. Per últim, s'estudien les vulnerabilitats de tipus information leak (CWE-200 [CWE08b]) degudes a la pèrdua de la confidencialitat de la informació gestionada per el sistema particionat. En aquest àmbit, es modelen les vulnerabilitats, s'apliquen tècniques de anàlisis de codi per a la detecció de les vulnerabilitats en base al model definit, per últim es valida la tècnica proposada mitjançant un cas pràctic sobre el nucli del sistema operatiu Linux que forma part de l'arquitectura particionada. / Peiró Frasquet, S. (2016). Metodología para hipervisores seguros utilizando técnicas de validación formal [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/63152 / TESIS

<p>U radu je izvr&scaron;eno teoretsko istraživanje i analiza postojećih stavova i re&scaron;enja u oblasti validacije i provere kvaliteta modela podataka. Kreiran je teorijski model ontolo&scaron;ki zasnovane analize semantičke korektnosti modela podataka primenom sistema automatskog rezonovanja i izvr&scaron;ena praktična implementacija teorijskog modela, &scaron;to je potvrđeno i sprovedenim eksperimentalnim istraživanjem. Razvijena je softverska aplikacija za formalizaciju modela podataka i mapiranje ontologije u oblik Prolog klauzula. Formirana su pravila zaključivanja na predikatskom računu prvog reda, koja su integrisana sa modelom podataka i domenskom ontologijom. Upitima u okviru Prolog sistema, vr&scaron;i se provera semantičke korektnosti modela podataka. Definisana je i metrika ontolo&scaron;kog kvaliteta modela podataka koja se bazira na odgovorima sistema automatskog rezonovanja.</p> / <p>Work presents a theoretical study and analysis of existing theories and solutions in the area of data model validation and quality checking. It is created a theoretical model of ontology based analysis of data model semantic correctness by applying automated reasoning system which is practicaly implemented and confirmed by the conducted experimental research. A software application is developed for data model formalization and ontology mapping in Prolog clauses form. Reasoning rules are formed the in first-order predicate logic, which are integrated with the data model and domain ontology. Semantic correctness of the data model is checked with queries within Prolog system. Metrics of ontological quality of the data model are defined which are based on automated reasoning system replies.</p>

Experimental data for the logarithm of the gas-to-ionic liquid partition coefficient (log K) have been compiled from the published literature for over 40 ionic liquids over a wide temperature range. Temperature independent correlations based on the Gibbs free energy equation utilizing known Abraham solvation model parameters have been derived for the prediction of log K for 12 ionic liquids to within a standard deviation of 0.114 log units over a temperature range of over 60 K. Temperature independent log K correlations have also been derived from correlations of molar enthalpies of solvation and molar entropies of solvation, each within standard deviations of 4.044 kJ mol-1 and 5.338 J mol-1 K-1, respectively. In addition, molar enthalpies of solvation and molar entropies of solvation can be predicted from the Abraham coefficients in the temperature independent log K correlations to within similar standard deviations. Temperature independent, ion specific coefficients have been determined for 26 cations and 15 anions for the prediction of log K over a temperature range of at least 60 K to within a standard deviation of 0.159 log units.