Implantação de tecnologia de monitoramento remoto para e-service: um estudo exploratório

The purpose of this study is to define measures to increase customer satisfaction and company competitiveness using a remote monitoring technology, in an exploratory study of Alpha Elevator Company (nick name chosen to the company by the actor of the dissertation). Regarding the competitive market, the service industry is striving to achieve productivity, following the example of the manufacturing industry. Nevertheless, these efforts are limited by the amount of hours worked per week, month or year, since the sector charges its services based on the hours spent working on the equipment of the client or based on the numbers of visits. This study is based in the overcoming of the traditional paradigm of selling number of hours by a system of selling results and performance. Employing a remote monitoring system, the elevators under the company service are monitored continually and defects are detected and transmitted to the customer care center, via phone line. The customers can access this data through the Internet and obtain information like availability rate of their elevators and call back response time rate, besides being able to buy products on the company¿s home page and to send feedback. The results were obtained by participating in conferences among experts of the company, in Japan and the United States. Through the analysis of the business environment and based on the bibliographic reference, a strategy was developed to implement e-service as a competitive differentiation.

Rational expectations and the service of public debt: a recursive approach

This paper uses dynamic programming to study the time consistency of optimal macroeconomic policy in economies with recurring public deficits. To this end, a general equilibrium recursive model introduced in Chang (1998) is extended to include govemment bonds and production. The original mode! presents a Sidrauski economy with money and transfers only, implying that the need for govemment fmancing through the inflation tax is minimal. The extended model introduces govemment expenditures and a deficit-financing scheme, analyzing the SargentWallace (1981) problem: recurring deficits may lead the govemment to default on part of its public debt through inflation. The methodology allows for the computation of the set of alI sustainable stabilization plans even when the govemment cannot pre-commit to an optimal inflation path. This is done through value function iterations, which can be done on a computeI. The parameters of the extended model are calibrated with Brazilian data, using as case study three Brazilian stabilization attempts: the Cruzado (1986), Collor (1990) and the Real (1994) plans. The calibration of the parameters of the extended model is straightforward, but its numerical solution proves unfeasible due to a dimensionality problem in the algorithm arising from limitations of available computer technology. However, a numerical solution using the original algorithm and some calibrated parameters is obtained. Results indicate that in the absence of govemment bonds or production only the Real Plan is sustainable in the long run. The numerical solution of the extended algorithm is left for future research.