Abstract
In many sectors of industry, manufacturers posses warehouses where finished goods are stored, awaiting to fulfill a client order. We present a situation where these items are characterized by release and due dates, i.e. warehouse arrival for storage and client delivery, respectively. The warehouse has a number of positions available, where item can be placed on top of each other, forming stacks, For item manipulation, there is a single a stacking crane, able to carry one item at time. When in a given stack an item at the top is due at a date later than some item below it, it must be relocated to another stack, so that the item below can be delivered. In this problem the objective is to minimize the number of movements made by the crane.

Abstract
Asthma patients incur a great cost in terms of loss of quality of life. The purpose of this study is to evaluate the relative contribution and relationship of several patient- and disease-related factors, measured by several variables, to the quality of life in adults with asthma. Two hundred and ten asthmatic outpatients over 18 years old, registered in a Family Health Unit, were randomly selected to complete the Asthma Quality of Life (AQLQ) and Short Form Generic questionnaires (SF-36), respectively. Single and multiple linear regression models were developed to explain the variability of the summary scores of AQLQ and Physical and Mental Health SF-36. As potential predictors, the following independent variables were used: gender, age, number of comorbidities, asthma severity following the Global Initiative for Asthma (GINA) criteria, asthma control (measured by ACQ questionnaire), %FEV1 (forced expiratory volume in the first second) and, for the first time, Graffar Score to assess socioeconomical features. The Graffar Score is an index that divides the population in 5 socioeconomic layers. We report the best Adjusted R Square of these models published in the literature, ranging from 0.40 to 0.76. Women showed poorer quality of life than men. The best predictor of AQLQ was ACQ, followed by Asthma Severity, Gender and %FEV1. The best predictors of Physical and Mental Health SF-36 were, by decreasing importance, ACQ, number of comorbidities, Gender and Graffar Score. We note that the variable Dumber of comorbidities was included in both SF-36 models, but not in AQLQ model. Asthma Severity and %FEV1 did not enter into SF-36 models. We conclude that besides clinical and functional measures, the evaluation process of the overall health status must incorporate quality-of-life measures.

Abstract
Traveler attitudes and preferences as well as demographic variables are important components of travel behavior. By using travel attitudes, factor and cluster analyses were conducted to segment the sample. Six distinct groups were extracted: transit enthusiasts, anxious status seekers, carless riders, green cruisers, frugal travelers, and obstinate drivers. The segments showed unique combinations of attitudes with distinct travel behaviors and various degrees of intention to use public transportation. Gender differences were then investigated, and the results suggest that women and men exhibit differences in attitudes, preferences, and behaviors. The design of strategies to promote alternatives to car use should target the market segments that are most motivated to change, focusing on the attitudes that can induce a change, such as pro transit or sensibility to the environment.

Abstract
According with Axiomatic Design (AD) theory, the world of design is made up of four domains: the customer domain, the functional domain, the physical domain and the process domain. Therefore, to proceed in the design process, firstly, it's necessary to determine the Customer's Attributes (CAs), established in the Customer domain, and translate them into specific requirements, the Functional Requirements (FRs), formalized in the functional domain. This task is considered essential because a major reason for customer dissatisfaction is that the design specifications quite often do not adequately link to customer use of the product, a fact which is being pointed out as the most common cause for product design failures [1-2]. The European Customer Satisfaction Index (ECSI), as a Structural Equation Model (SEM), links customer satisfaction to its main drivers and consequences in terms of causal relationships. We will therefore introduce in this paper a new conceptual framework, aimed at addressing the development and validation of a model based on ECSI that supports the determination of the critical-to-satisfy (CTS) requirements, which are then used to determine the FRs. In order to validate the proposed approach, it was applied to the Portuguese plastic injection moulds sector.

Abstract
The education of professional engineers has been mainly oriented towards the requirements of industry, although many graduates will start and end up working in service organizations. Services always involve interaction, either directly between people or using machines. Most services now require the use of technology, including self service machines, Internet and mobile equipments and may involve complex social and organizational issues. Although engineering programs have evolved in order to accommodate changes in the economy, new proposals must be taken into new graduate and postgraduate education. This paper proposes MESG1, a Master program in Services Engineering and Management compatible with the Bologna European framework. It is still a program to educate professional engineers, in the sense that graduates will be prepared to Conceive, Design, Implement and Operate (CDIO) complex value-added engineering systems. But MESG has a strong emphasis on: (i) understanding the innovative technologies now required for service provision, (ii) understanding the functional and the experience requirements of people using services, and (iii) management of the service CDIO process and understanding its value. Knowledge and experience about people and about business, in social-organizational environments, are important components in the advanced education of service engineers and managers.

Abstract
This article introduces the Service Experience Blueprint (SEB), a multidisciplinary method for designing multi-interface service experiences, and illustrates its application with two case examples of the redesign of the service experiences of a multichannel bank. The SEB method starts by studying the customer service experience to understand customer experience requirements for different service activities and how these requirements can be satisfied through alternative service interfaces. Based on this analysis, the multi-interface service is designed to allocate service activities to the interfaces best suited to provide the desired experience, defining channel specialization and integration. Finally, with the SEB method each service interface is designed to best leverage its unique capabilities and guide customers to other service interfaces whenever that interface better enhances the overall customer experience. By incorporating the contributions of service management, interaction design, and software engineering, the SEB method is a multidisciplinary tool and terminology for service design.