Search results for: Ana Paula P. dos Santos
Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 111

Search results for: Ana Paula P. dos Santos

111 Port Governance Model by International Freight Forwarders’ Point of View: A Study at Port of Santos - Brazil

Authors: Guilherme B. B. Vieira, Rafael M. da Silva, Eliana T. P. Senna, Luiz A. S. Senna, Francisco J. Kliemann Neto

Abstract:

Due to the importance of ports to trade and economic development of the regions in which they are inserted, in recent decades the number of studies devoted to this subject has increased. Part of these studies considers the ports as business agglomerations and focuses on port governance. This is an important approach since the port performance is the result of activities performed by actors belonging to the port-logistics chain, which need to be properly coordinated. This coordination takes place through a port governance model. Given this context, this study aims to analyze the governance model of the port of Santos from the perspective of port customers. To do this, a closed-ended questionnaire based on a conceptual model that considers the key dimensions associated with port governance was applied to the international freight forwarders that operate in the port. The results show the applicability of the considered model and highlight improvement opportunities to be implemented at the port of Santos.

Keywords: Port Governance, Model, Port of Santos, Customers’ Perception.

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110 Port Governance in Santos, Brazil: A Qualitative Approach

Authors: Guilherme B. B. Vieira, Rafael M. da Silva, Eliana T. P. Senna, Luiz A. S. Senna, Francisco J. Kliemann Neto

Abstract:

Given the importance of ports as links in the global supply chains and because they are key elements to induce competitiveness in their hinterlands, the number of studies devoted to port governance, management and operations has increased in the last decades. Some of these studies address the port governance model as an element to improve coordination among the actors of the portlogistics chain and to generate a better port performance. In this context, the present study analyzes the governance of Port of Santos through individual interviews with port managers, based on a conceptual model that considers the key dimensions associated with port governance. The results reinforce the usefulness of the applied model and highlight some existing improvement opportunities in the port studied.

Keywords: Port Governance, Model, Port of Santos, Managers’ Perception.

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109 Identifying Critical Success Factors for Data Quality Management through a Delphi Study

Authors: Maria Paula Santos, Ana Lucas

Abstract:

Organizations support their operations and decision making on the data they have at their disposal, so the quality of these data is remarkably important and Data Quality (DQ) is currently a relevant issue, the literature being unanimous in pointing out that poor DQ can result in large costs for organizations. The literature review identified and described 24 Critical Success Factors (CSF) for Data Quality Management (DQM) that were presented to a panel of experts, who ordered them according to their degree of importance, using the Delphi method with the Q-sort technique, based on an online questionnaire. The study shows that the five most important CSF for DQM are: definition of appropriate policies and standards, control of inputs, definition of a strategic plan for DQ, organizational culture focused on quality of the data and obtaining top management commitment and support.

Keywords: Critical success factors, data quality, data quality management, Delphi, Q-Sort.

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108 Use of Smartphone in Practical Classes to Facilitate Teaching and Learning of Microscopic Analysis and Interpretation of Tissues Sections

Authors: Lise P. Labéjof, Krisnayne S. Ribeiro, Jackson A. Santos, Nicolle P. dos Santos

Abstract:

An unrecorded experiment of use of the smartphone as a tool for practical classes of histology is presented in this paper. Behavior and learning of students of science courses at the University were analyzed and compared as well as the mode of teaching of this discipline and the appreciation of the students, using either digital photographs taken by phone or drawings for record microscopic observations, analyze and interpret histological sections of human or animal tissues.

Keywords: Cell phone, digital micrographs, learning of sciences, teaching practices.

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107 CFD Prediction of the Round Elbow Fitting Loss Coefficient

Authors: Ana Paula P. dos Santos, Claudia R. Andrade, Edson L. Zaparoli

Abstract:

Pressure loss in ductworks is an important factor to be considered in design of engineering systems such as power-plants, refineries, HVAC systems to reduce energy costs. Ductwork can be composed by straight ducts and different types of fittings (elbows, transitions, converging and diverging tees and wyes). Duct fittings are significant sources of pressure loss in fluid distribution systems. Fitting losses can be even more significant than equipment components such as coils, filters, and dampers. At the present work, a conventional 90o round elbow under turbulent incompressible airflow is studied. Mass, momentum, and k-e turbulence model equations are solved employing the finite volume method. The SIMPLE algorithm is used for the pressure-velocity coupling. In order to validate the numerical tool, the elbow pressure loss coefficient is determined using the same conditions to compare with ASHRAE database. Furthermore, the effect of Reynolds number variation on the elbow pressure loss coefficient is investigated. These results can be useful to perform better preliminary design of air distribution ductworks in air conditioning systems.

Keywords: Duct fitting, Pressure loss, Elbow.

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106 Analysis of Precipitation Time Series of Urban Centers of Northeastern Brazil using Wavelet Transform

Authors: Celso A. G. Santos, Paula K. M. M. Freire

Abstract:

The urban centers within northeastern Brazil are mainly influenced by the intense rainfalls, which can occur after long periods of drought, when flood events can be observed during such events. Thus, this paper aims to study the rainfall frequencies in such region through the wavelet transform. An application of wavelet analysis is done with long time series of the total monthly rainfall amount at the capital cities of northeastern Brazil. The main frequency components in the time series are studied by the global wavelet spectrum and the modulation in separated periodicity bands were done in order to extract additional information, e.g., the 8 and 16 months band was examined by an average of all scales, giving a measure of the average annual variance versus time, where the periods with low or high variance could be identified. The important increases were identified in the average variance for some periods, e.g. 1947 to 1952 at Teresina city, which can be considered as high wet periods. Although, the precipitation in those sites showed similar global wavelet spectra, the wavelet spectra revealed particular features. This study can be considered an important tool for time series analysis, which can help the studies concerning flood control, mainly when they are applied together with rainfall-runoff simulations.

Keywords: rainfall data, urban center, wavelet transform.

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105 Monitoring Patents Using the Statistical Process Control

Authors: Stephanie Russo Fabris, Edmara Thays Neres Menezes, Ruirogeres dos Santos Cruz, Lucio Leonardo Siqueira Santos, Suzana Leitao Russo

Abstract:

The statistical process control (SPC) is one of the most powerful tools developed to assist ineffective control of quality, involves collecting, organizing and interpreting data during production. This article aims to show how the use of CEP industries can control and continuously improve product quality through monitoring of production that can detect deviations of parameters representing the process by reducing the amount of off-specification products and thus the costs of production. This study aimed to conduct a technological forecasting in order to characterize the research being done related to the CEP. The survey was conducted in the databases Spacenet, WIPO and the National Institute of Industrial Property (INPI). Among the largest are the United States depositors and deposits via PCT, the classification section that was presented in greater abundance to F.

Keywords: Statistical Process Control, Industries

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104 Assessment of Maternal and Embryo-Fetal Toxicity of Copper Oxide Fungicide

Authors: André M. Ornelas, Lise P. Labéjof, Ligia V. Lage dos Santos, Jackson A. Santos

Abstract:

The excessive use of agricultural pesticides and the resulting contamination of food and beds of rivers have been a recurring problem nowadays. Some of these substances can cause changes in endocrine balance and impair reproductive function of human and animal population. In the present study, we evaluated the possible effects of the fungicide cuprous copper oxide Sandoz® on pregnant Wistar rats. They received a daily oral administration of 103 or 3.103 mg/kg of the fungicide from the 6th to the 15th day of gestation. On day 21 of gestation, the maternal and fetal toxicity parameters and indices were determined. The administration of cuprous oxide (Copper Sandoz) in Wistar rats, the period of organogenesis, revealed no evidence of maternal toxicity or embryo at the studied doses.

Keywords: Reproductive toxicity, endocrine disrupter, cupper Sandoz®, rodent

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103 Comparison of Different Gas Turbine Inlet Air Cooling Methods

Authors: Ana Paula P. dos Santos, Claudia R. Andrade, Edson L. Zaparoli

Abstract:

Gas turbine air inlet cooling is a useful method for increasing output for regions where significant power demand and highest electricity prices occur during the warm months. Inlet air cooling increases the power output by taking advantage of the gas turbine-s feature of higher mass flow rate when the compressor inlet temperature decreases. Different methods are available for reducing gas turbine inlet temperature. There are two basic systems currently available for inlet cooling. The first and most cost-effective system is evaporative cooling. Evaporative coolers make use of the evaporation of water to reduce the gas turbine-s inlet air temperature. The second system employs various ways to chill the inlet air. In this method, the cooling medium flows through a heat exchanger located in the inlet duct to remove heat from the inlet air. However, the evaporative cooling is limited by wet-bulb temperature while the chilling can cool the inlet air to temperatures that are lower than the wet bulb temperature. In the present work, a thermodynamic model of a gas turbine is built to calculate heat rate, power output and thermal efficiency at different inlet air temperature conditions. Computational results are compared with ISO conditions herein called "base-case". Therefore, the two cooling methods are implemented and solved for different inlet conditions (inlet temperature and relative humidity). Evaporative cooler and absorption chiller systems results show that when the ambient temperature is extremely high with low relative humidity (requiring a large temperature reduction) the chiller is the more suitable cooling solution. The net increment in the power output as a function of the temperature decrease for each cooling method is also obtained.

Keywords: Absorption chiller, evaporative cooling, gas turbine, turbine inlet cooling.

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102 Re-telling Goa's History: The Margin Narrative

Authors: Anna Beatriz Paula

Abstract:

This paper presents the first reflexions about Margaret Mascarenhas-s novel, “Skin", based on post-colonial critic perception of History and its agents. By doing so, this study will put light on a literary corpus of Indian Literatures: the Goan Literature whose cultural basis creates an unique historiographic metafiction conducted by different characters that one by one plays the narrator role.

Keywords: Goa, History, Literature, Metafiction.

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101 A Game-Theoretic Approach to Hedonic Housing Prices

Authors: Cielito F. Habito, Michael O. Santos, Andres G. Victorio

Abstract:

A property-s selling price is described as the result of sequential bargaining between a buyer and a seller in an environment of asymmetric information. Hedonic housing prices are estimated based upon 17,333 records of New Zealand residential properties sold during the years 2006 and 2007.

Keywords: Housing demand, hedonics and valuation, residentialmarkets.

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100 Endeavor in Management Process by Executive Dashboards: The Case of the Financial Directorship in Brazilian Navy

Authors: R. S. Quintal, J. L. Tesch Santos, M. D. Davis, E. C. de Santana, M. de F. Bandeira dos Santos

Abstract:

The objective is to identify the contributions from the introduction of the computerized system deal within the Accounting Department of Brazilian Navy Financial Directorship and its possible effects on the budgetary and financial harvest of Brazilian Navy. The relevance lies in the fact that the management process is responsible for the continuous improvement of organizational performance through higher levels of quality in their activities. Improvements in organizational processes have direct effects on crops cost, quality, reliability, flexibility and speed. The method of study of this research is the case study. The choice of case study attended, among other demands, a need for greater flexibility to study processes related to a computerized system. The sources of evidence were used literature, documentary and direct observation. Direct observation was made by monitoring the implementation of the computerized system in the Division of Management Analysis. The main findings of the study point to the fact that the computerized system may contribute significantly to the standardization of information. There was improvement of internal processes in the division of management analysis, made possible the consolidation of a standard management and performance analysis that contribute to global homogeneity in the treatment of information essential to the process of decision making. This study has limitations related to the fact the search result be subject exclusively to the case studied, and it is impossible to generalize to other organs of government.

Keywords: Process Management, Management Control, Business Intelligence.

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99 Social Marketing and Nonprofit Organizations

Authors: Marconi Freitas-da-Costa, Watsan C. Silva, Thaís S. Paula, Débora O. Silva, Maria G. Vieira

Abstract:

Today the social marketing was constituted as a tool of significant value in what he refers to the promotion of changes of behaviors, attitudes end practices. With the objective of analyzing the benefits that the social marketing can bring for the organizations that use it the research was of the exploratory and descriptive. In the present study the comparative method was used, through a qualitative approach, to analyze the activities developed by three institutions: the Recovery Center Rosa de Saron, the House of Recovery for addicts and Teen Challenge Institute Children's Cancer of the Wasteland (ICIA), kindred of pointing out the benefits of the social marketing in organizations that don-t seek the profit.

Keywords: Social marketing, organizations of the third section, social changes

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98 A New Method to Enhance Contrast of Electron Micrograph of Rat Tissues Sections

Authors: Lise P. Labéjof, Raiza S. P. Bizerra, Galileu B. Costa, Thaísa B. dos Santos

Abstract:

This report presents an alternative technique of application of contrast agent in vivo, i.e. before sampling. By this new method the electron micrograph of tissue sections have an acceptable contrast compared to other methods and present no artifact of precipitation on sections. Another advantage is that a small amount of contrast is needed to get a good result given that most of them are expensive and extremely toxic.

Keywords: Image quality, Microscopy research, Staining technique, Ultrathin section.

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97 ISTER (Immune System - Tumor Efficiency Rate): An Important Key for Planning in Radiotherapic Facilities

Authors: O. Sotolongo-Grau, D. Rodriguez-Perez, J. A. Santos-Miranda, M. M. Desco, O. Sotolongo-Costa, J. C. Antoranz

Abstract:

The use of the oncologic index ISTER allows for a more effective planning of the radiotherapic facilities in the hospitals. Any change in the radiotherapy treatment, due to unexpected stops, may be adapted by recalculating the doses to the new treatment duration while keeping the optimal prognosis. The results obtained in a simulation model on millions of patients allow the definition of optimal success probability algorithms.

Keywords: Mathematical model, radiation oncology, dynamical systems applications.

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96 The Wheel Garden: Project-Based Learning for Cross Curriculum Education

Authors: Sherry S. Herron, Douglas Magomo, Paula Gossard

Abstract:

In this article, we discuss project-based learning in the context of a wheel garden as an instructional tool in science and mathematics education. A wheel garden provides multiple opportunities to teach across the curriculum, to integrate disciplines, and to promote community involvement. Grounded in the theoretical framework of constructivism, the wheel garden provides a multidisciplined educational tool that provides a hands-on, non-traditional arena for learning. We will examine some of the cultural, art, science, and mathematics connections made with this project.

Keywords: Art education, cross-curriculum instruction, multicultural education, project-based learning, school gardens, task based learning.

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95 A Sub-mW Low Noise Amplifier for Wireless Sensor Networks

Authors: Gianluca Cornetta, David J. Santos, Balwant Godara

Abstract:

A 1.2 V, 0.61 mA bias current, low noise amplifier (LNA) suitable for low-power applications in the 2.4 GHz band is presented. Circuit has been implemented, laid out and simulated using a UMC 130 nm RF-CMOS process. The amplifier provides a 13.3 dB power gain a noise figure NF< 2.28 dB and a 1-dB compression point of -15.69 dBm, while dissipating 0.74 mW. Such performance make this design suitable for wireless sensor networks applications such as ZigBee.

Keywords: Current Reuse, IEEE 802.15.4 (ZigBee), Low NoiseAmplifiers, Wireless Sensor Networks.

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94 Advances on the Understanding of Sequence Convergence Seen from the Perspective of Mathematical Working Spaces

Authors: Paula Verdugo-Hernández, Patricio Cumsille

Abstract:

We analyze a first-class on the convergence of real number sequences, named hereafter sequences, to foster exploration and discovery of concepts through graphical representations before engaging students in proving. The main goal was to differentiate between sequences and continuous functions-of-a-real-variable and better understand concepts at an initial stage. We applied the analytic frame of Mathematical Working Spaces, which we expect to contribute to extending to sequences since, as far as we know, it has only developed for other objects, and which is relevant to analyze how mathematical work is built systematically by connecting the epistemological and cognitive perspectives, and involving the semiotic, instrumental, and discursive dimensions.

Keywords: Convergence, graphical representations, Mathematical Working Spaces, paradigms of real analysis, real number sequences.

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93 Balanced Scorecard in SMEs – A Proposal for Small Gas Stations in Portugal

Authors: Ana Paula Monte, Christiane Fontenete

Abstract:

As current business environment is demanding a constant adaptation of companies, the planning and strategic management should be an ongoing and natural process in all kind of organizations. The use of management and monitoring strategic performance tools such as the Balanced Scorecard (BSC) have been popular; even to Small and Medium-sized Enterprises. This paper aims to investigate whether the BSC is being used in monitoring the performance of small businesses, particularly in small fuel retailers companies, which are competing in co-branding; and if not, it aims to identify its strategic orientation in order to recommend a possible strategy map for those managers that are willing to adopt this model as an alternative to traditional ones for organizational performance evaluation, which often focus only on evaluation of the organizational financial performance.

Keywords: Balanced Scorecard, Performance Management and Evaluation, SMEs, Strategy Maps

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92 Analysis of FWM Penalties in DWDM Systems Based on G.652, G.653, and G.655 Optical Fibers

Authors: Paula B. Harboe, Edilson da Silva, José R. Souza

Abstract:

This paper presents an investigation of the power penalties imposed by four-wave mixing (FWM) on G.652 (Single- Mode Fiber - SMF), G.653 (Dispersion-Shifted Fiber - DSF), and G.655 (Non-Zero Dispersion-Shifted Fiber - NZDSF) compliant fibers, considering the DWDM grids suggested by the ITU-T Recommendations G.692, and G.694.1, with uniform channel spacing of 100, 50, 25, and 12.5 GHz. The mathematical/numerical model assumes undepleted pumping, and shows very clearly the deleterious effect of FWM on the performance of DWDM systems, measured by the signal-to-noise ratio (SNR). The results make it evident that non-uniform channel spacing is practically mandatory for WDM systems based on DSF fibers.

Keywords: DWDM systems, Four-Wave Mixing (FWM), G.652, G.653, G.655 compliant fibers, Signal-to-noise ratio.

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91 Contribution for Rural Development through Training in Organic Farming

Authors: Raquel P. F. Guiné, Daniela V. T. A. Costa, Paula M. R. Correia, Moisés Castro, Luis T. Guerra, Cristina A. Costa

Abstract:

The aim of this work was to characterize a potential target group of people interested in participating into a training program in organic farming in the context of mobile-learning. The information sought addressed in particular, but not exclusively, possible contents, formats and forms of evaluation that will contribute to define the course objectives and curriculum, as well as to ensure that the course meets the needs of the learners and their preferences. The sample was selected among different European countries. The questionnaires were delivered electronically for answering on-line and in the end 135 consented valid questionnaires were obtained. The results allowed characterizing the target group and identifying their training needs and preferences towards m-learning formats, giving valuable tools to design the training offer.

Keywords: Mobile-learning, organic farming, rural development, survey.

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90 Determination of Some Chemical Properties of Uncommon Flours

Authors: Sónia C. Andrade, Solange F. Oliveira, Raquel P. F. Guiné, Paula M. R. Correia

Abstract:

Flours of wheat, chestnut, acorn and lupin were evaluated in relation to phenolic compounds, antioxidant activity, and oxalate content. At the chemical level the results show some variability between samples by type of flour, and the sample of chestnut flour presented the higher value of oxalate (0.00348 mg/100g) when compared to the other samples in the study. Considering the content of phenolic compounds, the sample that stood out was the acorn flour, having a high value of 0.812 g AGE/100 g. All the samples presented intermediate content of antioxidant activity and the sample that showed a slightly higher value was the wheat flour with a value of 0.746 mM TRE/g sample.

Keywords: Wheat, Acorn, Lupine, Chestnut, Flour, Antioxidant properties, Oxalate.

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89 Behavior Evaluation of an Anchored Wall

Authors: Polo G. Yohn Edison, Rocha F. Pedricto

Abstract:

This work presents a study about a retaining structure designed for the duplication of the rail FEPASA on the 74th km between Santos and São Paulo. This structure, an anchored retaining wall, was instrumented in the anchors heads with strain gauges in order to monitor its loads. The load measurements occurred during the performance test, locking and also after the works were concluded. A decrease on anchors loads is noticed at the moment immediately after the locking, during construction and after the works finished. It was observed that a loss of load in the anchors occurred to a maximum of 54%.

Keywords: Anchors, Instrumentation, Retaining wall, Strain gauges.

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88 Proposal for a Model of Economic Integration for the Development of Industry in Cabinda, Angola

Authors: T. H. Bitebe, T. M. Lima, F. Charrua-Santos, C. J. Matias Oliveira

Abstract:

This study aims to present a proposal for an economic integration model for the development of the manufacturing industry in Cabinda, Angola. It seeks to analyze the degree of economic integration of Cabinda and the dynamics of the manufacturing industry. Therefore, in the same way, to gather information to support the decision-making for public financing programs that will aim at the disengagement of the manufacturing industry in Angola and Cabinda in particular. The Cabinda Province is the 18th of Angola, the enclave is located in a privileged area of the African and arable land.

Keywords: Economic integration, industrial development, Cabinda industry, Angola.

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87 A Direct Down-conversion Receiver for Low-power Wireless Sensor Networks

Authors: Gianluca Cornetta, Abdellah Touhafi, David J. Santos, Jose Manuel Vazquez

Abstract:

A direct downconversion receiver implemented in 0.13 μm 1P8M process is presented. The circuit is formed by a single-end LNA, an active balun for conversion into balanced mode, a quadrature double-balanced passive switch mixer and a quadrature voltage-controlled oscillator. The receiver operates in the 2.4 GHz ISM band and complies with IEEE 802.15.4 (ZigBee) specifications. The circuit exhibits a very low noise figure of only 2.27 dB and dissipates only 14.6 mW with a 1.2 V supply voltage and is hence suitable for low-power applications.

Keywords: LNA, Active Balun, Passive Mixer, VCO, IEEE 802.15.4(ZigBee).

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86 Orders Preparation and Control on the Productive Process Efficiency Preparation

Authors: F. Charrua-Santos, S. Dias, J. Matias, F. Brójo, S. Azevedo.

Abstract:

The main objective of this paper is to analyse the influence of preparation and control of orders on performance. The focused activities explored in this research are: procurement, production and distribution. These changes in performance were obtained through improvement of the supply chain. It is proved using all the company activities that it is possible to increase de efficiency and do services in an adequate way, placing the products in the market efficiently. For that, it was explored the importance of the supply chain, with privilege to the practical environment and the quantification of the obtained results.

Keywords: Competitiveness, Order Preparation and Control, Procurement Process and Operations Efficiency, Supply Chain Global Costs

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85 Optical Fiber Sensor for Detection of Carbon Nanotubes

Authors: C. I. L. Justino, A. C. Freitas, T. A. P. Rocha-Santos, A. C. Duarte

Abstract:

This work relates the development of an optical fiber (OF) sensor for the detection and quantification of single walled carbon nanotubes in aqueous solutions. The developed OF displays a compact design, it requires less expensive materials and equipment as well as low volume of sample (0.2 mL). This methodology was also validated by the comparison of its analytical performance with that of a standard methodology based on ultraviolet-visible spectroscopy. The developed OF sensor follows the general SDS calibration proposed for OF sensors as a more suitable calibration fitting compared with classical calibrations.

Keywords: Optical fiber sensor, single-walled carbon nanotubes, SDS calibration model, UV-Vis spectroscopy

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84 Gypsum Composites with CDW as Raw Material

Authors: R. Santos Jiménez, A. San-Antonio-González, M. Del Río Merino, M. González Cortina, C. Viñas Arrebola

Abstract:

In this study, the feasibility of incorporating ceramic waste from bricks (perforated brick and double hollow brick) and extruded polystyrene (XPS) waste, is analysed. Results show that it is possible to incorporate up to 25% of ceramic waste and 4% of XPS waste over the weight of gypsum in a gypsum matrix. Furthermore, with the addition of ceramic waste an 8% of surface hardness increase and a 25% of capillary water absorption reduction can be obtained. On the other hand, with the addition of XPS, a 26% reduction of density and a 37% improvement of thermal conductivity can be obtained. The obtained results are favorable to use these materials in order to produce prefabricated gypsum and also as material for interior cladding walls.

Keywords: CDW, waste materials, ceramic waste, XPS, construction materials, gypsum.

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83 Frozen Fish: Control of Glazing Operation

Authors: Tânia Manso, Luís Teixeira, Paula M. Reis Correia

Abstract:

Glazing is a process used to reduce undesirable drying or dehydration of fish during frozen or cold storage. To evaluate the effect of the time/ temperature binomial of the cryogenic frozen tunnel in the amount of glazing watera Central Composite Rotatable Design was used, with application of the Response Surface Methodology. The results reveal that the time/ temperature obtained for pink cusk-eel in experimental conditions for glazing water are similar to the industrial process, but for red fish and merluza the industrial process needs some adjustments. Control charts were established and implementedto control the amount of glazing water on sardine and merluza. They show that the freezing process was statistically controlled but there were some tendencies that must be analyzed, since the trend of sample mean values approached either of the limits, mainly in merluza. Thus, appropriate actions must be taken, in order to improve the process.

Keywords: Control charts, frozen fish, glazing, RSM.

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82 Empirical Study on the Student Satisfaction in Higher Education: Importance-Satisfaction Analysis

Authors: Silva, Fátima, Fernandes, Paula Odete

Abstract:

The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.

Keywords: Customer Satisfaction, Higher Education Institutions, Importance-Satisfaction Model.

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