Vodafone case study : loyalty and satisfaction in Vodafone : the quadruple play case

The focus of this thesis is to study in detail customer loyalty and satisfaction within Vodafone, more precisely regarding Vodafone’s quadruple play strategy, with focus on the new Vodafone tariff plan – Vodafone Red (including TV, internet and fixed voice). Vodafone is a British telecommunications company founded in 1982, with a significant presence in Europe, Middle East, Africa, Asia-Pacific and United States. In Portugal, the Group is inserted in what can be considered as one of the most aggressive markets of the country. It is a reference in the National telecommunications field and a leader in brand image, customer satisfaction and innovation. A world of ever changing technologies and of growing competition dictates deep changes in the telecommunications sector, particularly with the emergence of new capabilities and innovative services by telecom operators, as the case of 2Play, 3Play, 4play bundles. As a response to the new challenges, Vodafone, originally known as a mobile telecommunication operator is ultimately moving into adjacent areas to mobile such as television and Internet. The tariff plan Red came mainly as a response to the quadruple play trend and will be the focus of analysis of this study. The methodology of this case study entailed the collection of primary data (mainly from company reports, ANACOM reports, information from websites) and secondary data collection (in-depth interview and survey). The dissertation is divided into five main parts: the Literature Review (that is the theoretical support for the whole case study including an overview of the telecommunication industry and fundamental concepts for customer management) ;the Case study (that focuses on explaining what is happening in Vodafone, based on the information provided by the in-depth interview with Maria João Silva and information available online, mainly from ANACOM) ; the Market Research (performed in the Portuguese context, which contains the analysis on the questionnaire), the Conclusions( that include the answer to the key research questions, recommendations, suggestions for future research and an epilogue) and, at last the Teaching Notes.O objetivo deste trabalho é estudar em pormenor a lealdade e satisfação dos clientes da Vodafone, mais precisamente em relação à estratégia de quadruple play da Vodafone, focando-se no novo plano tarifário Vodafone - Vodafone Red (incluindo TV, internet e voz fixa). A Vodafone é uma empresa multinacional de telecomunicações britânica fundada em 1982, estando presente na Europa, Médio Oriente, África, Ásia-Pacífico e nos Estados Unidos. Em Portugal, o grupo está inserido num daqueles que se considera um dos mercados mais agressivos do país. O Grupo Vodafone, é uma referência no sector das telecomunicações nacional e um líder de imagem de marca, satisfação do cliente e inovação . Um mundo de constantes mudanças tecnológicas e de crescente concorrência, dita profundas mudanças no setor das telecomunicações, especialmente com o surgimento de novos recursos e serviços inovadores por parte dos seus operadores, como é o caso dos pacotes de 2Play , 3Play , 4Play. Como resposta aos novos desafios, a Vodafone, originalmente conhecida como um operador de telecomunicações móveis, encontra-se ultimamente a mover-se em áreas adjacentes ao móvel, como a televisão e a Internet . O tarifário Red veio principalmente como resposta à tendência quadruple play e será o foco de análise deste estudo . A metodologia deste estudo de caso implicou a recolha de dados primários (principalmente a partir de relatórios da empresa, relatórios da ANACOM , informações presentes em websites ) e a recolha de dados secundários (uma entrevista com Maria João Silva e um questionário) A dissertação está dividida em cinco partes principais: a revisão de literatura (que é o suporte teórico para todo o estudo de caso , incluindo uma visão geral da indústria de telecomunicações e conceitos fundamentais para a gestão de clientes ); o estudo de caso (que se concentra em explicar o que está a acontecer na Vodafone com base nas informações fornecidas pela entrevista com Maria João Silva e informações disponíveis on-line, principalmente da ANACOM); a pesquisa de mercado (realizada no contexto de Portugal, que contém a análise do questionário), as conclusões ( que incluem as respostas às questões “chave” da investigação, recomendações, sugestões para futuras pesquisas e o epílogo )e, por último, as notas pedagógicas

Portal Rumo - Sociedade de mediação imobiliária, S.A.

O presente relatório tem como intuito apresentar as atividades realizadas na entidade Portal Rumo – Sociedade de Mediação Imobiliária, S.A.. O estágio curricular iniciou-se no dia 6 de julho e terminou no dia 26 de agosto do presente ano, com um total de 296 horas. Com a realização deste relatório pretende-se dar a conhecer todas as atividades desenvolvidas ao longo do estágio curricular, bem como apresentar e abordar temas relevantes para a Gestão de Recursos Humanos, como Recrutamento e Seleção, Descrição e Análise de Funções, Formação e Segurança e Saúde no Trabalho.info:eu-repo/semantics/draf

Fatores de risco associados a perda óssea periimplantar numa população de pacientes reabilitados na Faculdade de Medicina Dentária da Universidade de Lisboa

Tese de mestrado, Medicina Dentária, Universidade de Lisboa, Faculdade de Medicina Dentária, 2016Introdução: A osteointegração é considerada o fator mais importante para o sucesso do implante, sendo que, caso a mesma não se estabeleça ou seja de algum modo afetada, o implante está garantidamente comprometido. A compreensão dos motivos pelos quais falham os implantes torna-se, assim, essencial. Objetivo: Identificar os fatores de risco para a perda de implantes numa população de pacientes reabilitados na FMDUL. Materiais e métodos: Foram analisados dados dos pacientes submetidos a reabilitação com implantes nas Clínicas da Pós – Graduação em Implantologia e Pós – Graduação em Periodontologia da FMDUL, entre 2012 a 2015. Foram recolhidos os dados relativos às seguintes características: condição sistémica (identificação de patologias sistémicas relevantes), hábitos tabágicos, localização do implante na arcada e prévia realização de regeneração óssea no leito implantar. Os implantes explantados durante este período foram identificados, bem como o período de tempo entre a colocação do implante e a sua respetiva falha. Resultados: Foram avaliados 970 implantes colocados em 295 pacientes, obtendo-se 34 falhas (19 precoces e 15 tardias). A depressão e os hábitos tabágicos foram associadas com a maior ocorrência de falhas. A Diabetes não apresentou falhas. Dos 125 implantes colocados após regeneração óssea apenas 2 falharam (1,6%). Dos 569 implantes colocados na maxila, falharam 3,51%; na mandíbula, foram colocados 401 implantes e falharam 3,49%. Dos 144 implantes colocados na região anterior da maxila, 4,17% falharam, contra os 3.23% da região mandibular anterior. Conclusão: A associação de patologias sistémicas determina a maior ocorrência de falhas de um implante e a regeneração óssea prévia possivelmente contribui para a menor ocorrência de falhas. São necessários mais estudos aleatorizados controlados com amostras significativamente grandes para se poder esclarecer o papel da condição sistémica sobre as falhas dos implantes.Introduction: Osseointegration is considered the most importante factor for sucessful implantation, and, if it does not be established or is in any way affected, the implant is compromised. Understanding the reasons why the implants fail becomes therefore essential. Objectives: Identify risk factors for the loss of implants in a population of patients rehabilitated in FMDUL. Materials and methods: Data of patients undergoing rehabilitation with implants in the Clinical Post - Graduate in Implantology and Post - Graduate Periodontology of FMDUL between 2012 to 2015 were analyzed. The following characteristics were collected: systemic condition (identification of relevant systemic diseases), smoking, implant location in the arcade, and previous bone regeneration in implant bed. The explanted implant during this period were identified, as well as the time period between the placing of the implant and its respective fault. Results: Were evaluated 970 implants placed in 295 patients, yielding 34 failures (19 early and late 15). Depression and smoking habits were associated with higher incidence of failures. Diabetes showed no failures. Of the 125 implants placed after bone regeneration only 2 failed (1.6%). Of the 569 implants placed in the maxilla failed 3,51%; in the jaw were placed 401 implants and failed 3.49%. Of the 144 implants placed in the anterior maxilla, 4.17% failed, against 3.23% the previous mandibular region. Conclusion: The association of systemic diseases determines the higher incidence of failure of an implant and prior bone regeneration possibly contribute to the lower incidence of failures. Hereafter more randomized controlled studies are necessary, involving sufficiently large study populations, in order to be able to clarify the role of systemic condition in the failures of the implants

Use of information and communication technologies (ICT) in physiotherapy teaching in Portugal

OBJECTIVE: This study aims to carry out a survey regarding the use of Information and Communication Technologies (ICT) in Physiotherapy teaching in Portugal, namely the characterization of the usage of the ICT by the institutions that offer the Physiotherapy course, as well as by Physiotherapy teachers and students. RELEVANCE: The European Region of the World Confederation for Physical Therapy refers in its document European Benchmark Statement that the Physiotherapist should have skills in the area of ICT, so that he/she is able to search for the required evidence to validate his/her practice, as well as managing the data and records stemming from his/her clinical practice. Therefore those skills should be developed during their basic training, and so should teachers be able to introduce the ICT in the teaching process, keeping in mind the institutional framework of this process. SAMPLE: The sample of teachers and students in the school year of 2003/2004 was taken from a population comprising a total of 16 institutions. MATERIAL AND METHODS: A questionnaire was especially set up and was validated by a panel of experts and by a pre-test. This questionnaire was subdivided into 6 dimensions (sample characterization, equipment characterization, usage characterization, attitudes and knowledge, barriers and necessities. STATISTICS: The procedures used were essentially descriptive statistics. RESULTS: Regarding accessing the Internet in the institution, 98% of the teachers and students refer to have access to Internet linked computers. When inquired about the usage of the computer for academic activities, 99% of the teachers and students answered affirmatively, of which 35% of the teachers use it more than 10 hours per week and 28% between 5 to 10 hours. As for the students, the percentage of weekly usage is of 42,6% between 0 and 3 hours and 36,7% between 3 and 5 hours. Furthermore 81% of the inquired teachers and 57,4% of the inquired students referred to fully agree regarding the importance of the usage of the ICT in school context. Although 84% of the inquired teachers reported to have knowledge in the area of the ICT, almost 51% pointed out the lack of specific training for integration/usage of the ICT as being the main barrier in the usage, then followed by the inexistence of strategies that facilitate the integration of the ICT in education/learning (44%). CONCLUSIONS: Through the analysis of the results of this study it is demonstrated that although the good accessibility to the ICT by teachers and students in their institutional and home environment, it is yet scarce due to the lack of specific training in this area. There seems to be the need to create institutional programs and projects that promote the usage of ICT by investing in the training of teachers and through the integration of those skills in the Physiotherapy course.N/

Sexualidade na adolescência : diagnóstico de situação de Penalva do Castelo

A adolescência é marcada pela descoberta da sexualidade, podendo conduzir a problemas de saúde pública como a gravidez na adolescência e as infecções sexualmente transmissíveis. Assim, com o apoio do Centro de Saúde local desenvolveu-se um diagnóstico de situação dos adolescentes de Penalva do Castelo, com o intuito de identificar os principais factores de risco, conhecimentos e comportamentos associados à sexualidade na adolescência. Espera-se, no futuro, delinear um plano de intervenção sustentado que permita alcançar ganhos em saúde sensíveis aos cuidados de enfermagem

Exploring the multicomponent structure of acceptance attitudes in portuguese children using the modified chedoke-mcmaster attitudes toward children with handicaps scale

Social participation represent one of the major outcomes of inclusive education. Students with additional support needs often encountered negative attitudes of social acceptance exhibited by their typically developing peers hindering their social participation in the educational context. This study explored the multicomponent structure of Portuguese children’s attitudes toward their peers with disabilities using a modified short form of the Chedoke-McMaster Attitudes toward Children with Handicaps scale (CATCH). In particular, this study aimed to (a) determine the factor structure of the CATCH and (b) evaluate the measurement invariance across age and gender. To identify the CATCH factor structure, exploratory and confirmatory factor analyses were conducted on data collected from 1,038 children aged 8–18 years. Analyses revealed that a modified short form of the CATCH consisting of a 20-item measure with a three-factor structure displayed acceptable fit and internal consistency indices. This model proved to be invariant across groups. The Portuguese-modified short form of the CATCH, in which cognitive, affective, and behavioral dimensions are represented, has acceptable psychometric properties and the potential to evaluate the effectiveness of educational programs designed to improve children’s attitudes

The use of the ICF-CY for describing dynamic functioning profiles: outcomes of a teacher training programme applied in Portugal

In keeping with the international trend towards inclusive education and a contextsensitive approach to students’ needs, Portugal enacted, in 2008, a law that stipulated the use of the International Classification of Functioning, Disability and Health for Children and Youth (ICF-CY) to inform special needs assessment and eligibility procedures. The necessity of conceptual and practical adjustments in the use of the ICF-CY brings up the need for training programmes that can properly prepare regular and special education teachers. This paper examines the impact of an in-service training for teachers on using the ICF-CY for describing the functioning profiles of students supported by special education services. A 25-hour in-service training was developed focusing on the biopsychosocial and person–environment fit perspectives of the ICF-CY framework. To evaluate the effects of training, 236 descriptions of functioning profiles – produced before and after the in-service training – were compared. Results showed that the model adopted in the in-service teacher training course contributed to the enhancement of teachers’ skills in describing more comprehensive functioning profiles of students, reflecting a dynamic perspective among the ICF-CY components. Specifically, teachers were more able to describe the impact of the environment on student’s functioning, identifying facilitators and barriers that may inform the definition of strategies in Individualized Education Programs.info:eu-repo/semantics/publishedVersio

Estimation of the diffusivities and mass transfer coefficients for pears dried under different methods.

Traditionally, in Portugal pears of the variety S. Bartolomeu are dried through an open-air sun exposure. However, this method of drying has some disadvantages, among which not being able to fully guarantee the necessary quality and sanitary standards for commercialization. Hence, the development of alternative drying methods to replace the traditional drying is of great importance nowadays, and the knowledge of the transfer phenomena happening during drying helps to understand these processes. The present work aimed at determining the mass transfer properties of pears for air drying performed in three drying systems: solar stove with forced air convection (STFC), solar stove with natural air convection (STNC) and drying tunnel with hot air from a solar collector (DT). The methodology used to determine the mass transfer properties was a diffusion model, which accounted for shrinkage. The values of the diffusion and mass transfer coefficients for the drying in the three systems were estimated, and from them was possible to conclude that the values of D e in the STNC and DT systems are similar to each other, whereas the STFC system gives a lower value of diffusivity, indicating that in this system the internal moisture transfer is less efficient. As to h m , the system that presents the higher values is STNC, demonstrating a higher efficiency of surface mass transfer

How individualised are the Individualised Education Programmes (IEPs): an analysis of the contents and quality of the IEPs goals

It is widely accepted that students with additional support needs benefit substantially from the implementation of individualised, intentional and planned interventions (e.g. Pretti-Frontczak and Bricker 2000; Wolery 2000). These interventions are usu- ally reported in the Individualised Education Programme (IEP) that constitutes the educational map for students with disabilities (Ruble et al. 2010) and contributes to ‘bridge (…) “what is” and “what can be”’ in students’ life (Thompson et al. 2009, 138). These geographical metaphors are pertinent because they suggest a parallel between a journey and the three central dimensions of an IEP (Bateman and Herr 2006; Lee-Tarver 2006): (a) a specific departure point – the child’s present level of performance; (b) a personal destination – measurable goals; (c) an individualised route and vehicle – needed supports and services. Individualisation, therefore, has been described as the nuclear factor for intervention effectiveness (Wolery 2000).info:eu-repo/semantics/acceptedVersio

The use of the international classification of functioning, disability and health in an interactive perspective: the assessment and intervention of students’ additional support needs in Portugal

Evaluating the influence of person-environment interactions on students' performance is a fundamental requirement for planning individualized educational interventions. Such understanding grounded the use of the International Classification of Functioning, Disability and Health as a reference framework to support special needs assessment in the Portuguese educational system. This study sought to investigate the extent to which special education teams reported relationships between Body Functions, Activities and Participation, and Environmental Factors in Individualized Education Programmes for students with additional support needs and what types of relations were mostly described.info:eu-repo/semantics/publishedVersio