Proposal of a complementary method of data compression by discrete event methodology applied at a low level of abstraction

Orientadores: Edson Moschim, Yuzo IanoDissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Elétrica e de ComputaçãoResumo: O presente trabalho implementa um modelo baseado em eventos discretos aplicados em um baixo nível de abstração em um sistema de telecomunicações chamado método híbrido, sendo usado o ambiente de simulação Simulink® do software Matlab®. Com o objetivo de melhorar a transmissão da informação em sistemas de telecomunicações e contribuir para a área de estudo, em ambiente de simulação é proposto um processo de pré-codificação de bits baseada na aplicação de eventos discretos no sinal antes do processo de modulação. A proposta traz uma abordagem diferente do que se é usualmente feito, na qual a transmissão de sinal no canal é realizada no domínio discreto com a implementação de entidades discretas no processo de geração de bits, tendo como ênfase o bit zero. Na simulação são considerados formatos de modulação avançada para transmissão de sinal em um canal AWGN. Os resultados mostram melhorias na utilização da memória e no desempenho computacional, sendo de 9 a 34%, assim como também ao tempo de simulação. Sendo assim, a extensão desses resultados, tem um forte impacto no melhoramento de métodos realizados em camadas mais altas, já que a proposta atua na camada físicaAbstract: The present work implements a model based on discrete events applied at a low level of abstraction in a telecommunication system named hybrid method, being used the Simulink® simulation environment of the Matlab® software. With the objective of improving the transmission of information in telecommunication systems and contribute to the study area, in simulation environment is proposed a pre-coding process of bits based in the application of discrete events in the signal before of the modulation process. The proposal brings a different approach of usual technical, in which the signal transmission on the channel is realized in the discrete domain with the implementation of discrete entities in the process of bit generation having as emphasis the zero bit. In the simulation are considered advanced modulation formats for signal transmission in an AWGN channel. The results show improvements in memory utilization and computational performance, from 9 to 34%, as well as simulation time. Thus, the extension of these results has a strong impact on the improvement of methods performed in higher layers, since the proposal acts on the physical layerMestradoEletrônica, Microeletrônica e OptoeletrônicaMestre em Engenharia Elétrica132495/2016-3CNP

From performance management to managing performance : An embedded case study of the drivers of individual- and group-based performance in a call center context

Managing performance is critical for realizing certain economic benefits when managing customer relations in call centers. However, prior call center research is fragmented and under-analyzed, which contributes to a limited understanding of the underlying elements for performance and complexities in managing individual- and group-based performance in call centers. The purpose of this thesis is to further our knowledge of how to manage performance in call centers.The findings from this qualitative study of four embedded cases in a Swedish company operating in the utilities sector provide empirical evidence of how call center agents and management manage performance. I propose that coping and the effects of coping strategies on performance constitute the primary link between contextual, control-based, cultural elements and performance outcomes. I found that call center agents handled their lack of knowledge of how to effectively solve (or not solve) a perceived problem by adopting various coping strategies. Such strategies were influenced by the amount of experienced coping over time and supported by dysfunctional prevailing performance-management systems. These coping strategies determined individual- and group-based performance in this call center setting.Based upon these findings, I suggest a more proactive role for middle managers in handling the underlying causes of these coping strategies, rather than their consequences, in terms of performance impacts. I also propose suggestions to management for handling internal challenges generated by a dysfunctional performance-management system in these call centers. I also provide additional managerial guidelines for managing customer relations and performance in call centers, such as how to align call center operations with company vision