260 research outputs found

    Os Métodos de Monitorização e o Índice de Satisfação: estudo de caso de uma empresa de telecomunicações

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    Dissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para a obtenção do grau de Mestre em Gestão da QualidadeA atitude e o comportamento dos operadores influenciam fortemente a satisfação e a qualidade percebida pelo cliente, durante a experiência do serviço. A monitorização é uma das ferramentas utilizada, nos contact centers, para controlar a qualidade do serviço e desenvolver competências. A monitorização da qualidade do serviço pode ser efectuada através da recolha e análise de informação interna (dados quantitativos e qualitativos); e/ou através da recolha e análise de informação externa (por exemplo, os questionários de satisfação realizados aos clientes). A presente dissertação aborda os métodos de monitorização e o índice de satisfação. O sujeito de estudo é a equipa de Retenção Consumo, da empresa de telecomunicações XS. Pretende-se com este estudo, aferir se a satisfação dos clientes com o atendimento dos operadores de Retenção Consumo aumentou, durante a fase em que foi utilizado o método de monitorização “lado a lado”, com Coaching e Mentoring. O instrumento de medição utilizado foi um questionário de satisfação, já existente, utilizado pela empresa de telecomunicações, para aferir a opinião dos seus clientes, sobre a qualidade do serviço da equipa de Retenção Consumo. As variáveis deste estudo foram: a disponibilidade, a capacidade de esclarecimento, a amabilidade, a solução apresentada pelo operador e o indicador de retenção. A metodologia utilizada para a realização desta investigação foi o estudo de caso, de carácter exploratório, com design descritivo. Os resultados deste estudo evidenciam que o índice de satisfação dos clientes, nas variáveis analisadas, aumentou, durante o período em que a equipa de Retenção Consumo, foi monitorizada “lado a lado”, com técnicas de Coaching e Mentoring. Para complementar esta pesquisa foi elaborado um questionário de satisfação sobre o método de monitorização “lado a lado”, para ser respondido pelos operadores, tendo-se concluído, face aos resultados alcançados, que os operadores percepcionam a utilização deste novo método como positivo.The attitude and behaviour of operators strongly influences satisfaction and quality perceived by the customer during the service experience. Monitoring is one of the tools used in contact centers to control the service quality and skills development. The quality of service monitoring can be made through the collection and analysis of internal information (quantitative and qualitative), and /or by collecting and analysing external information (e.g., customer satisfaction surveys). This dissertation discusses the methods of monitoring and customer satisfaction rate. The object of study is the Retention Team, of the XS telecommunications company. The study main goal is to assess, if customer satisfaction rate increased with the use of the monitoring method "side by side", with coaching and mentoring techniques. The measure instrument, was a satisfaction survey, already existed and used by telecommunications company, to gauge customers opinion, regarding Retention Team quality of service. The variables of this study were: information, availability, kindness and solution drivers and the index of retention. The methodology used to conduct this research was the case study with descriptive design and exploratory character. The results of this study show that customer satisfaction rate has increased during the period in which Team Retention was monitored by "side by side" with coaching and mentoring techniques. In order to complement this research was designed a satisfaction survey about the monitoring model "side by side" with coaching and mentoring techniques, to be answered by the operators. It was concluded, according to the results, as a positive model

    Os métodos de monitorização e índice de satisfação: estudo de caso de uma empresa de telecomunicações

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    Dissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para a obtenção do grau de Mestre em Gestão da QualidadeA atitude e o comportamento dos operadores influenciam fortemente a satisfação e a qualidade percebida pelo cliente, durante a experiência do serviço. A monitorização é uma das ferramentas utilizada, nos contact centers, para controlar a qualidade do serviço e desenvolver competências. A monitorização da qualidade do serviço pode ser efectuada através da recolha e análise de informação interna (dados quantitativos e qualitativos); e/ou através da recolha e análise de informação externa (por exemplo, os questionários de satisfação realizados aos clientes). A presente dissertação aborda os métodos de monitorização e o índice de satisfação. O sujeito de estudo é a equipa de Retenção Consumo, da empresa de telecomunicações XS. Pretende-se com este estudo, aferir se a satisfação dos clientes com o atendimento dos operadores de Retenção Consumo aumentou, durante a fase em que foi utilizado o método de monitorização “lado a lado”, com Coaching e Mentoring. O instrumento de medição utilizado foi um questionário de satisfação, já existente, utilizado pela empresa de telecomunicações, para aferir a opinião dos seus clientes, sobre a qualidade do serviço da equipa de Retenção Consumo. As variáveis deste estudo foram: a disponibilidade, a capacidade de esclarecimento, a amabilidade, a solução apresentada pelo operador e o indicador de retenção. A metodologia utilizada para a realização desta investigação foi o estudo de caso, de carácter exploratório, com design descritivo. Os resultados deste estudo evidenciam que o índice de satisfação dos clientes, nas variáveis analisadas, aumentou, durante o período em que a equipa de Retenção Consumo, foi monitorizada “lado a lado”, com técnicas de Coaching e Mentoring. Para complementar esta pesquisa foi elaborado um questionário de satisfação sobre o método de monitorização “lado a lado”, para ser respondido pelos operadores, tendo-se concluído, face aos resultados alcançados, que os operadores percepcionam a utilização deste novo método como positivo.The attitude and behaviour of operators strongly influences satisfaction and quality perceived by the customer during the service experience. Monitoring is one of the tools used in contact centers to control the service quality and skills development. The quality of service monitoring can be made through the collection and analysis of internal information (quantitative and qualitative), and /or by collecting and analysing external information (e.g., customer satisfaction surveys). This dissertation discusses the methods of monitoring and customer satisfaction rate. The object of study is the Retention Team, of the XS telecommunications company. The study main goal is to assess, if customer satisfaction rate increased with the use of the monitoring method "side by side", with coaching and mentoring techniques. The measure instrument, was a satisfaction survey, already existed and used by telecommunications company, to gauge customers opinion, regarding Retention Team quality of service. The variables of this study were: information, availability, kindness and solution drivers and the index of retention. The methodology used to conduct this research was the case study with descriptive design and exploratory character. The results of this study show that customer satisfaction rate has increased during the period in which Team Retention was monitored by "side by side" with coaching and mentoring techniques. In order to complement this research was designed a satisfaction survey about the monitoring model "side by side" with coaching and mentoring techniques, to be answered by the operators. It was concluded, according to the results, as a positive model

    Cathepsin K induces platelet dysfunction and affects cell signaling in breast cancer - molecularly distinct behavior of cathepsin K in breast cancer

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    Background: Breast cancer comprises clinically and molecularly distinct tumor subgroups that differ in cell histology and biology and show divergent clinical phenotypes that impede phase III trials, such as those utilizing cathepsin K inhibitors. Here we correlate the epithelial-mesenchymal-like transition breast cancer cells and cathepsin K secretion with activation and aggregation of platelets. Cathepsin K is up-regulated in cancer cells that proteolyze extracellular matrix and contributes to invasiveness. Although proteolytically activated receptors (PARs) are activated by proteases, the direct interaction of cysteine cathepsins with PARs is poorly understood. In human platelets, PAR-1 and -4 are highly expressed, but PAR-3 shows low expression and unclear functions. Methods: Platelet aggregation was monitored by measuring changes in turbidity. Platelets were immunoblotted with anti-phospho and total p38, Src-Tyr-416, FAK-Tyr-397, and TGF beta monoclonal antibody. Activation was measured in a flow cytometer and calcium mobilization in a confocal microscope. Mammary epithelial cells were prepared from the primary breast cancer samples of 15 women with Luminal-B subtype to produce primary cells. Results: We demonstrate that platelets are aggregated by cathepsin K in a dose-dependent manner, but not by other cysteine cathepsins. PARs-3 and -4 were confirmed as the cathepsin K target by immunodetection and specific antagonists using a fibroblast cell line derived from PARs deficient mice. Moreover, through co-culture experiments, we show that platelets activated by cathepsin K mediated the up-regulation of SHH, PTHrP, OPN, and TGF beta in epithelial-mesenchymal-like cells from patients with Luminal B breast cancer. Conclusions: Cathepsin K induces platelet dysfunction and affects signaling in breast cancer cells.Associacao Beneficente de Coleta de Sangue (Colsan)Fundacao de Amparo a Pesquisa do Estado de Sao Paulo (FAPESP)Coordenacao de Aperfeicoamento de Pessoal de Nivel Superior (CAPES)Conselho Nacional de Desenvolvimento Cientifico e Tecnologico (CNPq)Univ Fed Sao Paulo, Dept Gynecol, BR-04024002 Sao Paulo, SP, BrazilCOLSAN, Charitable Assoc Blood Collect, BR-04080006 Sao Paulo, SP, BrazilUniv Fed Sao Paulo, Dept Biophys, BR-04024002 Sao Paulo, SP, BrazilUniv Fed Sao Paulo, Dept Biochem, BR-04024002 Sao Paulo, SP, BrazilAntonio Prudente Fdn, AC Camargo Canc Ctr, AC Camargo Hosp Biobank, Dept Pathol, BR-01509010 Sao Paulo, SP, BrazilUniv Fed Sao Paulo, Cellular Gynecol Lab, Dept Gynecol, Rua Napoleao Barros 608, BR-04024002 Sao Paulo, BrazilUniv Fed Sao Paulo, Dept Gynecol, BR-04024002 Sao Paulo, SP, BrazilUniv Fed Sao Paulo, Dept Biophys, BR-04024002 Sao Paulo, SP, BrazilUniv Fed Sao Paulo, Dept Biochem, BR-04024002 Sao Paulo, SP, BrazilUniv Fed Sao Paulo, Cellular Gynecol Lab, Dept Gynecol, Rua Napoleao Barros 608, BR-04024002 Sao Paulo, BrazilFAPESP: 2012/19780-3FAPESP: 2012/19851-8FAPESP: 2009/53766-5Web of Scienc

    Estimating the global conservation status of more than 15,000 Amazonian tree species

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    Estimates of extinction risk for Amazonian plant and animal species are rare and not often incorporated into land-use policy and conservation planning. We overlay spatial distribution models with historical and projected deforestation to show that at least 36% and up to 57% of all Amazonian tree species are likely to qualify as globally threatened under International Union for Conservation of Nature (IUCN) Red List criteria. If confirmed, these results would increase the number of threatened plant species on Earth by 22%. We show that the trends observed in Amazonia apply to trees throughout the tropics, and we predict thatmost of the world’s >40,000 tropical tree species now qualify as globally threatened. A gap analysis suggests that existing Amazonian protected areas and indigenous territories will protect viable populations of most threatened species if these areas suffer no further degradation, highlighting the key roles that protected areas, indigenous peoples, and improved governance can play in preventing large-scale extinctions in the tropics in this century

    Estimating the global conservation status of more than 15,000 Amazonian tree species

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    Geographic patterns of tree dispersal modes in Amazonia and their ecological correlates

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    Aim: To investigate the geographic patterns and ecological correlates in the geographic distribution of the most common tree dispersal modes in Amazonia (endozoochory, synzoochory, anemochory and hydrochory). We examined if the proportional abundance of these dispersal modes could be explained by the availability of dispersal agents (disperser-availability hypothesis) and/or the availability of resources for constructing zoochorous fruits (resource-availability hypothesis). Time period: Tree-inventory plots established between 1934 and 2019. Major taxa studied: Trees with a diameter at breast height (DBH) ≥ 9.55 cm. Location: Amazonia, here defined as the lowland rain forests of the Amazon River basin and the Guiana Shield. Methods: We assigned dispersal modes to a total of 5433 species and morphospecies within 1877 tree-inventory plots across terra-firme, seasonally flooded, and permanently flooded forests. We investigated geographic patterns in the proportional abundance of dispersal modes. We performed an abundance-weighted mean pairwise distance (MPD) test and fit generalized linear models (GLMs) to explain the geographic distribution of dispersal modes. Results: Anemochory was significantly, positively associated with mean annual wind speed, and hydrochory was significantly higher in flooded forests. Dispersal modes did not consistently show significant associations with the availability of resources for constructing zoochorous fruits. A lower dissimilarity in dispersal modes, resulting from a higher dominance of endozoochory, occurred in terra-firme forests (excluding podzols) compared to flooded forests. Main conclusions: The disperser-availability hypothesis was well supported for abiotic dispersal modes (anemochory and hydrochory). The availability of resources for constructing zoochorous fruits seems an unlikely explanation for the distribution of dispersal modes in Amazonia. The association between frugivores and the proportional abundance of zoochory requires further research, as tree recruitment not only depends on dispersal vectors but also on conditions that favour or limit seedling recruitment across forest types

    Mapping density, diversity and species-richness of the Amazon tree flora

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    Using 2.046 botanically-inventoried tree plots across the largest tropical forest on Earth, we mapped tree species-diversity and tree species-richness at 0.1-degree resolution, and investigated drivers for diversity and richness. Using only location, stratified by forest type, as predictor, our spatial model, to the best of our knowledge, provides the most accurate map of tree diversity in Amazonia to date, explaining approximately 70% of the tree diversity and species-richness. Large soil-forest combinations determine a significant percentage of the variation in tree species-richness and tree alpha-diversity in Amazonian forest-plots. We suggest that the size and fragmentation of these systems drive their large-scale diversity patterns and hence local diversity. A model not using location but cumulative water deficit, tree density, and temperature seasonality explains 47% of the tree species-richness in the terra-firme forest in Amazonia. Over large areas across Amazonia, residuals of this relationship are small and poorly spatially structured, suggesting that much of the residual variation may be local. The Guyana Shield area has consistently negative residuals, showing that this area has lower tree species-richness than expected by our models. We provide extensive plot meta-data, including tree density, tree alpha-diversity and tree species-richness results and gridded maps at 0.1-degree resolution

    Consistent patterns of common species across tropical tree communities

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    Trees structure the Earth’s most biodiverse ecosystem, tropical forests. The vast number of tree species presents a formidable challenge to understanding these forests, including their response to environmental change, as very little is known about most tropical tree species. A focus on the common species may circumvent this challenge. Here we investigate abundance patterns of common tree species using inventory data on 1,003,805 trees with trunk diameters of at least 10 cm across 1,568 locations1,2,3,4,5,6 in closed-canopy, structurally intact old-growth tropical forests in Africa, Amazonia and Southeast Asia. We estimate that 2.2%, 2.2% and 2.3% of species comprise 50% of the tropical trees in these regions, respectively. Extrapolating across all closed-canopy tropical forests, we estimate that just 1,053 species comprise half of Earth’s 800 billion tropical trees with trunk diameters of at least 10 cm. Despite differing biogeographic, climatic and anthropogenic histories7, we find notably consistent patterns of common species and species abundance distributions across the continents. This suggests that fundamental mechanisms of tree community assembly may apply to all tropical forests. Resampling analyses show that the most common species are likely to belong to a manageable list of known species, enabling targeted efforts to understand their ecology. Although they do not detract from the importance of rare species, our results open new opportunities to understand the world’s most diverse forests, including modelling their response to environmental change, by focusing on the common species that constitute the majority of their trees.Publisher PDFPeer reviewe

    Rarity of monodominance in hyperdiverse Amazonian forests.

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    Tropical forests are known for their high diversity. Yet, forest patches do occur in the tropics where a single tree species is dominant. Such "monodominant" forests are known from all of the main tropical regions. For Amazonia, we sampled the occurrence of monodominance in a massive, basin-wide database of forest-inventory plots from the Amazon Tree Diversity Network (ATDN). Utilizing a simple defining metric of at least half of the trees ≥ 10 cm diameter belonging to one species, we found only a few occurrences of monodominance in Amazonia, and the phenomenon was not significantly linked to previously hypothesized life history traits such wood density, seed mass, ectomycorrhizal associations, or Rhizobium nodulation. In our analysis, coppicing (the formation of sprouts at the base of the tree or on roots) was the only trait significantly linked to monodominance. While at specific locales coppicing or ectomycorrhizal associations may confer a considerable advantage to a tree species and lead to its monodominance, very few species have these traits. Mining of the ATDN dataset suggests that monodominance is quite rare in Amazonia, and may be linked primarily to edaphic factors
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