Social Housing in Great Metropolitan Areas: A New Methodology for Integrated Quality Evaluation and Comparison.

Este artículo expone la primera aplicación experimental de un método para el análisis y la comparación de experiencias de vivienda social internacional en el contexto de las grandes áreas metropolitanas. El método, desarrollado en la Universidad Politécnica Universidad Politécnica de Madrid (UPM) desde 2009, se basa en la utilización de códigos gráficos y numéricos comunes y la integración de diferentes escalas de aproximación al entorno construido, de la vivienda y su arquitectura, a sus materiales de construcción y llegando más lejos, la ciudad. Además, los datos están vinculados a tres conceptos clave estrechamente relacionados con las condiciones específicas de las grandes áreas metropolitanas: la economía, la densidad y la diversidad. El objetivo final de la investigación es proporcionar una herramienta para la evaluación de la calidad de las viviendas sociales, optimización de recursos y un diseño innovador.

Modeling impact assessment of transport policies through a multiregional input-output integrated approach

El objetivo de esta investigación es desarrollar una metodología para estimar los potenciales impactos económicos y de transporte generados por la aplicación de políticas en el sector transporte. Los departamentos de transporte y otras instituciones gubernamentales relacionadas se encuentran interesadas en estos análisis debido a que son presentados comúnmente de forma errónea por la insuficiencia de datos o por la falta de metodologías adecuadas. La presente investigación tiene por objeto llenar este vacío haciendo un análisis exhaustivo de las técnicas disponibles que coincidan con ese propósito. Se ha realizado un análisis que ha identificado las diferencias cuando son aplicados para la valoración de los beneficios para el usuario o para otros efectos como aspectos sociales. Como resultado de ello, esta investigación ofrece un enfoque integrado que incluye un modelo Input-Output de múltiples regiones basado en la utilidad aleatoria (RUBMRIO), y un modelo de red de transporte por carretera. Este modelo permite la reproducción con mayor detalle y realismo del transporte de mercancías que por medio de su estructura sectorial identifica los vínculos de las compras y ventas inter-industriales dentro de un país utilizando los servicios del transporte de mercancías. Por esta razón, el modelo integrado es aplicable a diversas políticas de transporte. En efecto, el enfoque se ha aplicado para estudiar los efectos macroeconómicos regionales de la implementación de dos políticas diferentes en el sistema de transporte de mercancías de España, tales como la tarificación basada en la distancia recorrida por vehículo-kilómetro (€/km) aplicada a los vehículos del transporte de mercancías, y para la introducción de vehículos más largos y pesados de mercancías en la red de carreteras de España. El enfoque metodológico se ha evaluado caso por caso teniendo en cuenta una selección de la red de carreteras que unen las capitales de las regiones españolas. También se ha tenido en cuenta una dimensión económica a través de una tabla Input-Output de múltiples regiones (MRIO) y la base de datos de conteo de tráfico existente para realizar la validación del modelo. El enfoque integrado reproduce las condiciones de comercio observadas entre las regiones usando el sistema de transporte de mercancías por carretera, y que permite por comparación con los escenarios de políticas, determinar las contribuciones a los cambios distributivos y generativos. Así pues, el análisis estima los impactos económicos en cualquier región considerando los cambios en el Producto Interno Bruto (PIB) y el empleo. El enfoque identifica los cambios en el sistema de transporte a través de todos los caminos de la red de transporte a través de las medidas de efectividad (MOEs). Los resultados presentados en esta investigación proporcionan evidencia sustancial de que en la evaluación de las políticas de transporte, es necesario establecer un vínculo entre la estructura económica de las regiones y de los servicios de transporte. Los análisis muestran que para la mayoría de las regiones del país, los cambios son evidentes para el PIB y el empleo, ya que el comercio se fomenta o se inhibe. El enfoque muestra cómo el tráfico se desvía en ambas políticas, y también determina detalles de las emisiones de contaminantes en los dos escenarios. Además, las políticas de fijación de precios o de regulación de los sistemas de transporte de mercancías por carretera dirigidas a los productores y consumidores en las regiones promoverán transformaciones regionales afectando todo el país, y esto conduce a conclusiones diferentes. Así mismo, este enfoque integrado podría ser útil para evaluar otras políticas y otros países en todo el mundo. The purpose of this research is to develop a methodological approach aimed at assessing the potential economic and transportation impacts of transport policies. Transportation departments and other related government parties are interested in such analysis because it is commonly misrepresented for the insufficiency of data and suitable methodologies available. This research is directed at filling this gap by making a comprehensive analysis of the available techniques that match with that purpose. The differences when they are applied for the valuation of user benefits or for other impacts as social matters have been identified. As a result, this research presents an integrated approach which includes both a random utility-based multiregional Input-Output model (RUBMRIO), and a road transport network model. This model accounts for freight transport with more detail and realism because its commodity-based structure traces the linkages of inter-industry purchases and sales that use freight services within a given country. For this reason, the integrated model is applicable to various transport policies. In fact, the approach is applied to study the regional macroeconomic effects of implementing two different policies in the freight transport system of Spain, such as a distance-based charge in vehicle-kilometer (€/km) for Heavy Goods Vehicles (HGVs), and the introduction of Longer and Heavier Vehicles (LHVs) in the road network of Spain. The methodological approach has been evaluated on a case by case basis considering a selected road network of highways linking the capitals of the Spanish regions. It has also considered an economic dimension through a Multiregional Input Output Table (MRIO) and the existing traffic count database used in the model validation. The integrated approach replicates observed conditions of trade among regions using road freight transport systems that determine contributions to distributional and generative changes by comparison with policy scenarios. Therefore, the model estimates economic impacts in any given area by considering changes in Gross Domestic Product (GDP), employment (jobs), and in the transportation system across all paths of the transport network considering Measures of effectiveness (MOEs). The results presented in this research provide substantive evidence that in the assessment of transport policies it is necessary to establish a link between the economic structure of regions and the transportation services. The analysis shows that for most regions in the country, GDP and employment changes are noticeable when trade is encouraged or discouraged. This approach shows how traffic is diverted in both policies, and also provides details of the pollutant emissions in both scenarios. Furthermore, policies, such as pricing or regulation of road freight transportation systems, directed to producers and consumers in regions will promote different regional transformations across the country, and this lead to different conclusions. In addition, this integrated approach could be useful to assess other policies and countries worldwide.

Efficiency analysis of information technology and online social networks management : an integrated DEA-Model assessment

This paper analyses the relationship between productive efficiency and online-social-networks (OSN) in Spanish telecommunications firms. A data-envelopment-analysis (DEA) is used and several indicators of business ?social Media? activities are incorporated. A super-efficiency analysis and bootstrapping techniques are performed to increase the model?s robustness and accuracy. Then, a logistic regression model is applied to characterise factors and drivers of good performance in OSN. Results reveal the company?s ability to absorb and utilise OSNs as a key factor in improving the productive efficiency. This paper presents a model for assessing the strategic performance of the presence and activity in OSN.

Integrated economic-hydrologic analysis of policy responses

Water is a vital resource, but also a critical limiting factor for economic and social development in many parts of the world. The recent rapid growth in human population and water use for social and economic development is increasing the pressure on water resources and the environment, as well as leading to growing conflicts among competing water use sectors (agriculture, urban, tourism, industry) and regions (Gleick et al., 2009; World Bank, 2006). In Spain, as in many other arid and semi-arid regions affected by drought and wide climate variability, irrigated agriculture is responsible for most consumptive water use and plays an important role in sustaining rural livelihoods (Varela-Ortega, 2007). Historically, the evolution of irrigation has been based on publicly-funded irrigation development plans that promoted economic growth and improved the socio-economic conditions of rural farmers in agrarian Spain, but increased environmental damage and led to excessive and inefficient exploitation of water resources (Garrido and Llamas, 2010; Varela-Ortega et al., 2010). Currently, water policies in Spain focus on rehabilitating and improving the efficiency of irrigation systems, and are moving from technocratic towards integrated water management strategies driven by the European Union (EU) Water Framework Directive (WFD).

Definición de un nuevo modelo de negocio sostenible y aplicable a la nueva realidad de negocios y social para la convergencia de operadores de telecomunicación e Internet

La presente tesis analiza la integración del sector de las telecomunicaciones con los de TI y medios que conforman el actual hiper-sector de las TIC, para abordar una propuesta de valor que se plantea a dos niveles. Se expone de un lado, la iniciativa WIMS 2.0, que aborda los aspectos tecnológicos y estratégicos de la convergencia telco e Internet para, posteriormente, definir un nuevo modelo de negocio, que adaptado al nuevo sector integrado y siguiendo paradigmas inéditos como los que plantea la innovación abierta, permita generar nuevos flujos de ingresos en áreas no habituales para los operadores de telecomunicaciones. A lo largo del capítulo 2, el lector encontrará la contextualización del entorno de las comunicaciones de banda ancha desde tres vertientes: los aspectos tecnológicos, los económicos y el mercado actual, todo ello enfocado en una dimensión nacional, europea y mundial. Se establece de esta manera las bases para el desarrollo de los siguientes capítulos al demostrar cómo la penetración de la banda ancha ha potenciado el desarrollo de un nuevo sistema de valor en el sector integrado de las TIC, alrededor del cual surgen propuestas de modelos de negocio originales que se catalogan en una taxonomía propia. En el tercer capítulo se detalla la propuesta de valor de la iniciativa WIMS 2.0, fundada y liderada por el autor de esta tesis. WIMS 2.0, como iniciativa abierta, se dirige a la comunidad como una propuesta de un nuevo ecosistema y como un modelo de referencia integrado sobre el que desplegar servicios convergentes. Adicionalmente, sobre el planteamiento teórico definido se aporta el enfoque práctico que supone el despliegue del modelo de referencia dentro de la arquitectura de un operador como Telefónica. El capítulo 4 muestra el modelo de negocio Innovación 2.0, basado en la innovación abierta con el objetivo de capturar nuevos flujos de ingresos incrementando el portfolio de servicios innovadores gracias a las ideas frescas y brillantes de start-ups. Innovación 2.0 lejos de quedarse en una mera propuesta teórica, muestra sus bondades en el éxito práctico en el mercado que ha validado las hipótesis planteadas. El último capítulo plantea las líneas futuras de investigación tanto en el ámbito de la iniciativa WIMS 2.0 como en el modelo de Innovación 2.0, algunas de las cuales se están comenzando a abordar. 3 Abstract This thesis examines the integration of telecommunications sector with IT and media that make up the current hyper-ICT sector, to address a value proposition that arises at two levels. On one side, WIMS 2.0 initiative, which addresses the technological and strategic aspects of the telco and Internet convergence to later define a new business model, adapted to the new integrated sector and following original paradigms such as those posed by open innovation, which generates new revenue streams in areas not typical for telecom operators. Throughout Chapter 2, the reader will find the contextualization of the broadband communications environment from three aspects: technological, economic and the current market all focused on a national, European and world scale. Thus it establishes the basis for the development of the following chapters by demonstrating how the penetration of broadband has led to the development of a new value system in the integrated sector of the ICT, around which arise proposals of originals business models, which are categorized in a own taxonomy. The third chapter outlines the value proposition of the WIMS 2.0 initiative, founded and led by the author of this thesis. WIMS 2.0, as open initiative, presents to the community a proposal for a new ecosystem and an integrated reference model on which to deploy converged services. Additionally, above the theoretical approach defined, WIMS 2.0 provides the practical approach is provided which is the deployment of the reference model into the architecture of an operator such as Telefónica. Chapter 4 shows the Innovation 2.0 business model, based on open innovation with the goal of capturing new revenue streams by increasing the portfolio of innovative services thanks to the fresh and brilliant ideas from start-ups. Innovation 2.0, far from being a mere theoretical proposition, shows its benefits in the successful deployment in the market, which has validated the hypotheses. The last chapter sets out the future research at both the WIMS 2.0 initiative and Innovation 2.0 model, some of which are beginning to be addressed.

Balancing groundwater conservation and rural livelihoods under water and climate uncertainties: An integrated hydro-economic modeling framework

In arid countries worldwide, social conflicts between irrigation-based human development and the conservation of aquatic ecosystems are widespread and attract many public debates. This research focuses on the analysis of water and agricultural policies aimed at conserving groundwater resources and maintaining rurallivelihoods in a basin in Spain's central arid region. Intensive groundwater mining for irrigation has caused overexploitation of the basin's large aquifer, the degradation of reputed wetlands and has given rise to notable social conflicts over the years. With the aim of tackling the multifaceted socio-ecological interactions of complex water systems, the methodology used in this study consists in a novel integration into a common platform of an economic optimization model and a hydrology model WEAP (Water Evaluation And Planning system). This robust tool is used to analyze the spatial and temporal effects of different water and agricultural policies under different climate scenarios. It permits the prediction of different climate and policy outcomes across farm types (water stress impacts and adaptation), at basin's level (aquifer recovery), and along the policies’ implementation horizon (short and long run). Results show that the region's current quota-based water policies may contribute to reduce water consumption in the farms but will not be able to recover the aquifer and will inflict income losses to the rural communities. This situation would worsen in case of drought. Economies of scale and technology are evidenced as larger farms with cropping diversification and those equipped with modern irrigation will better adapt to water stress conditions. However, the long-term sustainability of the aquifer and the maintenance of rurallivelihoods will be attained only if additional policy measures are put in place such as the control of illegal abstractions and the establishing of a water bank. Within the policy domain, the research contributes to the new sustainable development strategy of the EU by concluding that, in water-scarce regions, effective integration of water and agricultural policies is essential for achieving the water protection objectives of the EU policies. Therefore, the design and enforcement of well-balanced region-specific polices is a major task faced by policy makers for achieving successful water management that will ensure nature protection and human development at tolerable social costs. From a methodological perspective, this research initiative contributes to better address hydrological questions as well as economic and social issues in complex water and human systems. Its integrated vision provides a valuable illustration to inform water policy and management decisions within contexts of water-related conflicts worldwide.

La influencia del musical americano en Gutiérrez Soto

El cine ha sido pionero del gusto artístico, de la moda y, en ocasiones, de nuevas imágenes arquitectónicas. Piénsese, por ejemplo, en la ciudad futurista de Fritz Lang para Metrópolis (1926), o en la arquitectura aerodinámica del film Things to Come (1936). Sin embargo, la traslación de esas imágenes al mundo real no siempre fue inmediata. Una de las pocas excepciones son las películas musicales americanas de los años treinta, que dejaron su huella en la arquitectura d los dancing o salas de fiesta. Tal es el caso del Casablanca Dancing-Salón de té, una obra de Gutiérrez Soto hoy desaparecida.

Integrated robust airline schedule development

In air transportation, airline profitability is influenced by the airline's ability to build flight schedules. In order to generate operational schedules, airlines engage in a complex decision-making process, referred to as airline schedule planning. Up to now, the generation of flight schedules has been separated and optimized sequentially. The schedule design has been traditionally decomposed into two sequential steps. The frequency planning and the timetable development. The purpose of the second problem of schedule development, fleet assignment, is to assign available aircraft types to flight legs such that seating capacity on an assigned aircraft matches closely with flight demand and such that costs are minimized. Our work integrates these planning phases into one single model in order to produce more economical solutions and create fewer incompatibilities between the decisions. We propose an integrated robust approach for the schedule development step. We design the timetable ensuring that enough time is available to perform passengers’ flight connections, making the system robust avoiding misconnected passengers. An application of the model for a simplified IBERIA network is shown.

An Integrated Approach to Strategic Asset Management

This paper focuses on identifying and analysing the elements of Strategic Management for infrastructure and engineering assets. These elements are contended to involve an understanding of governance, corporate policy, corporate objectives, corporate strategy and interagency collaboration and will in turn, allow the ability determine a broader and more comprehensive framework for engineering asset management, ie a ‘staged approach’ to understanding how assets are managed within organisations. While the assets themselves have often been the sole concern for good management practices, other social and contextual elements have come into the mix in order to promote strategic asset management. The development of an integrated approach to asset management is at the base of the research question. What are the considerations and implications for adopting and implementing an integrated strategic asset management (ISAM) framework? While operational matters have been given prominence, a subset of corporate governance, Asset Governance, details the policies and processes needed to acquire, utilise, maintain and account for an organisation’s assets. Asset governance stems from the organisation’s overarching corporate governance principles; as a result it defines the management context in which engineering asset management is implemented. This aspect will be examined to determine the appropriate relationship between organisational strategic management and strategic asset management to further the theoretical engagement with the maturity of strategy,policy and governance for infrastructure and engineered assets. Asset governance stems from the organisation’s overarching corporate governance principles; as a result it defines the management context in which engineering asset management is implemented. The research proceeds by a document analysis of corporate reports and policy recommendations in terms of infrastructure and engineered assets. The paper concludes that incorporating an integrated asset management framework can promote a more robust conceptualisation of public assets and how they combine to provide a comprehensive system of service outcomes.

An integrated framework for office information systems design and management

Information Technologies are complex and this is true even in the smallest piece of equipment. But this kind of complexity is nothing comparejwith the one that arises when this technology interact with society. Office Automation has been traditionally considered as a technical field but there is no way to find solutions from a technical point of view when the problems are primarily social in their origin. Technology management has to change its focus from a pure technical perspective to a sociotechnical point of view. To facilitate this change, we propose a model that allows a better understanding between the managerial and the technical world, offering a coherent, complete and integrated perspective of both. The base for this model is an unfolding of the complexity found in information Technologies and a matching of these complexities with several levels considered within the Office, Office Automation and Human Factors dimensions. Each one of these domains is studied trough a set of distinctions that create a new and powerful understanding of its reality. Using this model we build up a map of Office Automation to be use^not only by managers but also by technicians because the primaty advantage of such a framework is that it allows a comprehensive evaluation of technology without requhing extensive technical knowledge. Thus, the model can be seen as principle for design and diagnosis of Office Automation and as a common reference for managers and specialist avoiding the severe limitations arising from the language used by the last

Integrated assessment of policy interventions for promoting sustainable irrigation in semi-arid environments: A hydro-economic modeling approach

Sustaining irrigated agriculture to meet food production needs while maintaining aquatic ecosystems is at the heart of many policy debates in various parts of the world, especially in arid and semi-arid areas. Researchers and practitioners are increasingly calling for integrated approaches, and policy-makers are progressively supporting the inclusion of ecological and social aspects in water management programs. This paper contributes to this policy debate by providing an integrated economic-hydrologic modeling framework that captures the socio-economic and environmental effects of various policy initiatives and climate variability. This modeling integration includes a risk-based economic optimization model and a hydrologic water management simulation model that have been specified for the Middle Guadiana basin, a vulnerable drought-prone agro-ecological area with highly regulated river systems in southwest Spain. Namely, two key water policy interventions were investigated: the implementation of minimum environmental flows (supported by the European Water Framework Directive, EU WFD), and a reduction in the legal amount of water delivered for irrigation (planned measure included in the new Guadiana River Basin Management Plan, GRBMP, still under discussion). Results indicate that current patterns of excessive water use for irrigation in the basin may put environmental flow demands at risk, jeopardizing the WFD s goal of restoring the ?good ecological status? of water bodies by 2015. Conflicts between environmental and agricultural water uses will be stressed during prolonged dry episodes, and particularly in summer low-flow periods, when there is an important increase of crop irrigation water requirements. Securing minimum stream flows would entail a substantial reduction in irrigation water use for rice cultivation, which might affect the profitability and economic viability of small rice-growing farms located upstream in the river. The new GRBMP could contribute to balance competing water demands in the basin and to increase economic water productivity, but might not be sufficient to ensure the provision of environmental flows as required by the WFD. A thoroughly revision of the basin s water use concession system for irrigation seems to be needed in order to bring the GRBMP in line with the WFD objectives. Furthermore, the study illustrates that social, economic, institutional, and technological factors, in addition to bio-physical conditions, are important issues to be considered for designing and developing water management strategies. The research initiative presented in this paper demonstrates that hydro-economic models can explicitly integrate all these issues, constituting a valuable tool that could assist policy makers for implementing sustainable irrigation policies.

Assessing the impact of adaptive accessibility on the optimal transport policy implementation by using an integrated land-use/transport model for Madrid

Accessibility is an essential concept widely used to evaluate the impact of land-use and transport strategies in transport and urban planning. Accessibility is typically evaluated by using a transport model or a land-use model independently or successively without a feedback loop, thus neglecting the interaction effects between the two systems and the induced competition effects among opportunities due to accessibility improvements. More than a mere methodological curiosity, failure to account for land- use/transport interactions and the competition effect may result in large underestimation of the policy effects. With the recent development of land-use and transport interaction (LUTI) models, there is a growing interest in using these models to adequately measure accessibility and evaluate its impact. The current study joins this research stream by embedding an accessibility measure in a LUTI model with two main aims. The first aim is to account for adaptive accessibility, namely the adjustment of the potential accessibility due to the effect of competition among opportunities (e.g., workplaces) as a result of improved accessibility. LUTI models are particularly suitable for assessing adaptive accessibility because the competition factor is a function of the number of jobs, which is related to land-use attractiveness and the number of workers which is related, among other factors, to the transport demand. The second aim is to identify the optimal implementation scenario of policy measures on the basis of the potential and adaptive accessibility and analyse the results in terms of social welfare and accessibility. The metropolitan area of Madrid is used as a case-study and two transport policy instruments, namely a cordon toll and bus frequency increase, have been chosen for the simulation study in order to present the usefulness of the approach to urban planners and policy makers. The MARS model (Metropolitan Activity Relocation Simulator) calibrated for Madrid was employed as the analysis tool. The impact of accessibility is embedded in the model through a social welfare function that includes not only costs and benefits to both road users and transport operators, but also costs and benefits for the government and society in general (external costs). An optimisation procedure is performed by the MARS model for maximizing the value of objective function in order to find the best (optimal) policy imp lementations intensity (i.e., price, frequency). Last, the two policy strategies are evaluated in terms of their accessibility. Results show that the accessibility with competition factor influences the optimal policy implementation level and also generates different results in terms of social welfare. In addition, mapping the difference between the potential and the adaptive accessibility indicators shows that the main changes occur in areas where there is a strong competition among land-use opportunities.

A user-focused integrated system for sustainable refurbishment.

Nowadays, it is urgent to renovate a great number of residential buildings. The necessity of improving energy efficiency must also be considered as an opportunity to improve indoor comfort. To achieve this goal, it is essential to develop tools to be used in the decision-making process, aiming to refurbish buildings in an integrated, efficient and sustainable way. The integrated system developed is based on a set of indicators. Sustainability indicators are useful to synthesize and organize complex information. They can provide data to evaluate a process in different stages: evaluation, diagnosis, comparison and tracing. The set of proposed indicators aims to accomplish the holistic approach pursued by sustainable development. So, these indicators are divided into three groups: environmental, social and economic. However, the main innovation of the system of indicators is the social ones. The sustainable refurbishment system aims to be a user-focused one. Therefore, the starting point is the needs of the user and social indicators are developed around this. The system tackles the sustainable refurbishment of buildings beyond energy problems. It proposes incorporating users in the decision-making process involving them in the refurbishment and so, contributing to the success of the renovation. In order to achieve this target, three social indicators are used, divided into 10 sub-indicators, and a ?Questionnaire about Sustainable Refurbishment? is drawn up. This research has been carried out in the framework of ?Sustainable Refurbishment? Research and Development Project, an integrated project under the supervision of the Centro para el Desarrollo Tecnológico e Industrial (CDTI) from the Spanish Government, in which University and the Construction Industry collaborate. This research project aims to develop an integrated system for the retrofitting of existing buildings to improve their energy efficiency. Accordingly, an additional objective of the project is to improve quality of life of residents.

El nuevo reto de relación con los clientes: Social CRM

La evolución de Internet al modelo Web 2.0, ha creado el nuevo sistema denominado Social Media, donde han proliferado un número ingente de redes sociales, que han cambiado las formas de relación y colaboración entre los usuarios, así como la relaciones de éstos y las empresas. En respuesta a estos dramáticos cambios sociales y tecnológicos, que actualmente están dando forma a las relaciones negocio-empresa, las empresas están descubriendo que es necesario modificar la estrategia de utilización del CRM (Customer Relationship Management) con sus clientes y desarrollar nuevas capacidades que permitan la creación de valor con los clientes. Y es aquí donde aparece el concepto de Social CRM, entendido como una estrategia centrada en entender, anticiparse y responder mejor a las necesidades de los clientes existentes o potenciales, aprovechando los datos sociales, para crear unas fuertes relaciones beneficiosas para ambas partes. En este trabajo se describe un modelo de adopción de Social CRM, aplicando un método de análisis “Top-Down”, y basado en el modelo de Gartner denominado “The Eight Building Blocks of CRM” [1]. El presente trabajo descompone el modelo de adopción descrito por Gartner, en los siguientes puntos. - Una decisión estratégica de la compañía - Asomarse a la realidad social - Analizar las redes sociales. - Metodología de adopción. - Despliegue y extensión en todos los departamentos de la compañía y la adaptación de los recursos humanos. - Selección e integración con las plataformas tradicionales de CRM - Análisis de herramientas de monitorización de Social CRM El modelo propuesto tiene dos objetivos, por un lado pretende proporcionar la visión de cómo CRM puede influir en los resultados empresariales en la era del cliente social, y por otro, proporcionar a los administradores cómo las inversiones y los recursos existentes de CRM puede ser integrados con las nuevas tecnologías y procesos para formar capacidades que pueden mejorar el rendimiento del negocio. ABSTRACT. “The Internet evolution to Web 2.0 model has created a new system called Social Media, where have proliferated a huge number of social networks which have changed the relationship and collaboration forms user-to-user and user-to-company. In response to these dramatic social and technological changes that are currently shaping the business-business relationships, companies are finding it necessary to modify the strategy for use of CRM (Customer Relationship Management) with customers and develop new capabilities to creating value with customers. And here is where the concept of Social CRM appears, understood as a focus on understanding, anticipating and responding to the needs of existing and potential customers strategy, leveraging social data to create a strong mutually beneficial relationships. In this paper describes an adoption model of Social CRM, using a "Top-Down" analysis method and based on the model of Gartner called "The Eight Building Blocks of CRM" [1]. This paper decomposes the adoption model described by Gartner in the following points. - A company strategic decision. - Look at social reality. - Analyze social networks. - Methodology adoption. - Deployment and extension in all departments of the company and the adaptation of human resources. - Selection and integration with traditional CRM platforms. - Analysis of monitoring tools for Social CRM. The proposed model has two objectives, firstly aims to provide insight into how CRM can influence business outcomes in the era of the social customer, and secondly, to provide administrators how investments and existing resources can be integrated CRM with new technologies and processes for developing capabilities that can increase business performance”.

The role of rehabilitation of building in the urban integration, social cohesion and environmental responsibility

In the framework ofthe National Research Plan2008-2011, our research poses estrategy for the design and evaluation of plans and programmes of urban integrated regeneration. The objective is to develop a study on the role of rehabilitation of buildings in concepts like urban integration, social cohesion and environmental responsibility. The research proposes a methodological tool for evaluating urban regeneration processes from a holistic perspective that can serve as a guide for governments and technical teams to address intervention in consolidated urban areas with physical and socio-economic problems. The development of the tool has inevitably led to delve into different areas where you can intervene but has not lost sight of the complex interplay of factors involved in the process.It is an open source tool to visualize Urban Integrated Rehabilitation processes.