Designing a management model for the proper handling of complaints and claims in the department of customer service

El presente artículo tiene como propósito desarrollar y diseñar un diagrama de flujo para la planeación y operación al proceso de reclamaciones en el departamento de servicio al cliente de una compañía ya que uno de los problemas principales dentro de una organización es el adecuado proceso de recepción y cierre de quejas y reclamos además de no contar con el control y seguimiento de la operación, lo anterior busca desarrollar un modelo de mejoramiento en el proceso con el fin de proponer alternativas optimas y un sistema eficiente que refleje ventajas competitivas frente a los competidores, fidelización de clientes y mayor posicionamiento en el mercadoThis article aims to develop and design a flowchart for the planning and operation to process claims in the department of customer service from a company as one of the major problems within an organization is the right process of receiving and closure of complaints besides not having the control and monitoring of the operation, the above seeks to develop a model of improvement in the process in order to propose optimum alternatives and an efficient system that reflects competitive advantages over competitors, loyalty customers and greater market positionin

Performance of an ablator for Space Shuttle inorbit repair in an arc-plasma airstream

An ablator patch material performed well in an arc plasma environment simulating nominal Earth entry conditions for the Space Shuttle. Ablation tests using vacuum molded cones provided data to optimize the formulation of a two part polymer system for application under space conditions. The blunt cones were made using a Teflon mold and a state of the art caulking gun. Char stability of formulations with various amounts of catalyst and diluent were investigated. The char was found to be unstable in formulations with low amounts of catalyst and high amounts of diluent. The best polymer system determined by these tests was evaluated using a half tile patch in a multiple High Temperature Reusable surface Insulation tile model. It was demonstrated that this ablator could be applied in a space environment using a state of the art caulking gun, would maintain the outer mold line of the thermal protection system during entry, and would keep the bond line temperature at the aluminum tile interface below the design limit

Externalizing behavior in African American youth from single mother homes: the relative role of parents and peers

Parents and peers have been identified as important contexts in which to study youth externalizing behavior. African American youth, particularly those from single mother homes, are overrepresented in statistics on aggression and delinquency; yet, relatively few studies have examined the relative influence of both parents and peers on externalizing behavior in this at-risk group. The current study examines the contributions of both positive parenting and peer relationships to externalizing behavior in a sample of African American youth from single mother homes (n = 184). Main effects were found for positive parenting and peer deviant behavior, but not for peer relationship quality. The proposed 2- and 3-way interactions were not significant. Peer deviant behavior and peer relationship quality partially mediated the association between positive parenting and youth externalizing behavior. Findings will inform a more theoretically rich contextual model for better understanding of externalizing behavior in African American youth from single mother homes

The total synthesis of alternaric acid and progress toward the synthesis of subglutinol

The Oshima-Utimoto reaction coupling an allylic alcohol and butyl vinyl ether is utilized to construct the furan ring of the natural product subglutinol B. Methodology for the diastereoselective substitution of furans is also reported. Methodology utilizing silylglyoxylates as latent acyl anions for use in stereoselective multicomponent reactions is developed in the form of addition of carbon nucleophiles followed by an intermolecular aldol reaction. This methodology was then applied towards the total synthesis of alternaric acid

Estrategias pedag?gicas para el fortalecimiento de competencias ciudadanas, desde el est?ndar: La pluraidad, identidad y valoraci?n de las diferencias

240 p. Recurso Electr?nicoEn Colombia, la formaci?n ciudadana es un reto que debe asumir la escuela, pues es el espacio propicio para la convivencia, para la construcci?n y aplicaci?n de normas, para ense?ar y aprender valores; para aprender a participar y conocer las formas adecuadas de hacerlo. Este proceso debe ser llevado a cabo de manera consciente, planeado, a partir del contexto, de las necesidades y expectativas de los educandos. Escena donde los docentes se hacen imprescindibles, pues en ?ltimas, es en quienes recae tal responsabilidad. Atendiendo a lo anterior, el trabajo se propone plantear estrategias pedag?gicas que permitan el fortalecimiento de las competencias ciudadanas desde el est?ndar: La pluralidad, identidad, y valoraci?n de las diferencias, en estudiantes del grado noveno de la Instituci?n Educativa Guillermo Angulo G?mez, de la ciudad de Ibagu?. Con el fin de cumplir el objetivo, la investigaci?n se enmarca dentro del construccionismo social y se desarrolla a partir del enfoque cualitativo. Como estrategia de indagaci?n, el trabajo se orienta desde el estudio descriptivo; se emplea como recurso para obtener la informaci?n, las entrevistas semi-estructuradas individuales ?aplicadas a los docentes- y a dos grupos focales ?conformados por diez estudiantes-. El tratamiento de la informaci?n, se da a partir de la teor?a fundamentada, a trav?s de la cual se logra mayor riqueza y profundidad en el an?lisis. En este orden de ideas, la propuesta gira en torno al aprovechamiento de los recursos con que cuenta la instituci?n; al talento de docentes y l?deres estudiantiles, quienes a partir de la apropiaci?n de sus roles, podr?n desarrollar estrategias pedag?gicas que permitan a los j?venes respetar y valorar no solo sus ideas, tambi?n las de los dem?s, capaces de proponer alternativas de soluci?n para los conflictos que como humanos se deben superar a trav?s del di?logo, j?venes que contribuyan en la construcci?n de un pa?s, seg?n sus necesidades, su identidad, su diversidad. Palabras claves: Competencia, multiculturalismo, ciudadano, estrategia pedag?gica.In Colombia, civic education is a challenge that the school must take on, since it is the propitious space for coexistence, for the construction and application of norms, for teaching and learning values; to learn to participate and know the proper ways to do it. This process must be carried out consciously, planned, from the context, the needs and expectations of the students. Scenario where teachers are essential, because at the end, they are the ones who are responsible. In view of the previous idea, the work proposes to set pedagogical strategies that allow the strengthening of citizen competencies from the standard: Plurality, identity, and assessment of differences, in ninth grade students of the Guillermo Angulo G?mez Educational Institution, of the city of Ibagu?. In order to fulfill the objective, the research is framed within social constructionism and is developed from the qualitative approach; As a strategy of inquiry, the work is oriented from the descriptive study; it is used as a resource to obtain the information, semi-structured individual interviews - applied to teachers - and to two focal groups - made up of ten students -; the treatment of information is based on grounded theory, through which greater richness and depth in the analysis is achieved. In this order of ideas, the proposal takes place around the use of the resources available to the institution; the talent of teachers and student leaders, who from the appropriation of their roles, can develop pedagogical strategies that allow young people to respect and value not only their ideas, but also those of others, capable of proposing alternative solutions for conflicts that as human beings they must be overcome through dialogue, young people who contribute in the construction of a country, according to their needs, their identity, their diversity. Keywords: Competence, multiculturalism, citizen, pedagogical strategy

Vegetation density as deduced from ERTS-1 MSS response

Reflectance from vegetation increases with increasing vegetation density in the 0.75- to 1.35 micron wavelength interval. Therefore, ERTS-1 bands 6 (0.7 to 0.8 micron) and 7 (0.8 to 1.1 micron) contain information that should relate to the probable yield of crops and the animal carrying capacity of rangeland. The results of an experiment designed specifically to test the relations among leaf area index (LAI), plant population, plant cover and plant height, and the ERTS-1 MSS responses for 3 corn, 10 sorghum, and 10 cotton fields are given. Plant population was as useful as LAI for characterizing the sorghum and corn fields, and plant height was as good as LAI for characterizing cotton fields. These findings generally support the utility of ERTS-1 data for explaining variability in green biomass, harvestable forage and other indicators of productivity

Desarrollo embrionario y larval de Feltia subterranea Fabricius (Lepidoptera: Noctuidae) en Cuba

In the present work, aspects of the duration of the embryonic and larval development of the granulated cutworm Feltia subterranea Fabricius are described. The first generation of larvae was found feeding on tomato seedlings (Solanum lycopersicum L.) at the “Las Piedras” farm in Guanabacoa, Havana, Cuba, in October 2017. For the insect rearing, larvae were transferred to the Entomology-Acarology laboratory of the National Center for Agricultural Health (CENSA)They were kept independently in mesh cages, and tomato seedlings of the angean variety were used for their feeding until the end of that phase. In the adult phase, females and males were independently mated and observed daily to determine the time that oviposition occurred and duration of this phase. Eggs deposited on the same day were used to determine the time taken by embryonic development, duration of the larval stage, and the number of larval stages. Embryonic development took 4 days. The eggs were always deposited in clusters on young plant leaves. The insect presented six larval stages and the larval period lasted 15 days. A gregarious behavior, more marked during the first instars, was observed during the larval phase.En el presente trabajo se describen aspectos sobre la duración del desarrollo embrionario y larval del gusano cortador granulado Feltia subterranea Fabricius. La primera generación de larvas se encontró alimentándose sobre plántulas de tomate (Solanum lycopersicum L.) en la finca “Las Piedras” del municipio Guanabacoa, La Habana, Cuba, el mes de octubre de 2017. Para el establecimiento de la cría, se trasladaron larvas al laboratorio de Entomología-Acarología del Centro Nacional de Sanidad Agropecuaria (CENSA) y se mantuvieron de forma independiente en jaulas de malla. Se utilizaron plántulas de tomate de la variedad angean para su alimentación hasta concluir esa fase. En la fase adulta, se realizaron apareamientos de hembras y machos de forma independiente; se realizaron observaciones diarias para determinar el momento de oviposición y su duración. Los huevos depositados en un mismo día se emplearon para determinar el tiempo de desarrollo embrionario, la duración de la fase larval y el número de estadios larvales. El desarrollo embrionario demoró cuatro días. Los huevos siempre se depositaron en grupos en hojas jóvenes de las plantas. El insecto presentó seis estadios larvales y el periodo larval duró 15 días. Se observó un comportamiento gregario durante la fase larval, más marcado durante los primeros instares