Marketing performance measurement : overview of approaches and practices for high technology firms

Um levantamento de 320 executivos de marketing feito pelo Conselho CMO e divulgado em junho de 2004 indicou que poucas companhias de alta tecnologia (menos de 20% das empresas entrevistadas) têm desenvolvido medidas e métricas úteis e expressivas para as suas organizações de marketing. Porém a pesquisa também revelou que companhias que estabeleceram medidas formais e compreensivas atingiram resultados financeiros superiores e tiveram mais confiança do CEO na função de marketing. Esta dissertação provê uma visão geral da informação precisa para executivos de marketing entenderem e implementarem processos para medição de performance de marketing (MPM) em suas organizações. Ela levanta questões para gerentes de marketing na industria de alta tecnologia com respeito às demandas para maior responsabilidade final, valor de medição para o melhoramento dos processos de marketing, iniciativas para determinar a lucratividade dos investimentos em marketing, e a importância das atividades de marketing nos relatórios corporativos. Esta dissertação defende a implementação de MPM, mapeando seus benefícios de medição para ambos gerentes de marketing e as suas empresas. o trabalho logo explora alguns conceitos gerais de medição de marketing e investiga algumas abordagens a MPM propostas pela industria, pela comunidade acadêmica, e pelos analistas. Finalmente, a dissertação descreve algumas práticas que todo gerente de marketing na industria de alta tecnologia deve considerar quando adotando MPM. As sugestões são gerais, mas devem familiarizar o leitor com as informações precisas para habilitar processos e rigor na sua organização com respeito a MPM.

The dimensions of trust in interorganizational relationships: how buyer and supplier perspectives differ?

Apesar da pesquisa em confiança interorganizacional e sua relação com performance ter sido conduzida sob as perspectivas da Teoria de Custos de Transação, Teoria das Trocas Sociais e Canais de Marketing, três importantes lacunas na literatura requerem investigação. Primeiro, está em andamento um debate conceitual sobre a multi-dimensionalidade da confiança, e como ela deve ser operacionalizada e medida, e que se divide em três correntes de pensamento - um construto multidimensional definido por dimensões não dominantes, um construto baseado em duas dimensões dominantes (afetiva e calculativa), ou um construto unidimensional. Segundo, existe ambiguidade em como as dimensões da confiança são definidas, levando a artefatos de equivalência nas escalas e resultados contraditórios. Terceiro, as diferentes percepções que compradores e fornecedores podem ter em cada dimensão da confiança e seu impacto na performance logística ainda não estão claros. Esta pesquisa empírica examina a confiança nas relações entre compradores e fornecedores no setor de logística no Brasil, através de duas amostras e estudos independentes: um examina a percepção dos compradores e o outro examina a dos fornecedores. Em seguida, os dois estudos são comparados para determinar as diferentes perspectivas da confiança e as implicações na performance logística. A análise multivariada mostrou que a confiança parece estar presente nas relações interorganizacionais, e é a percepção do comprador que possui maior relação com a performance logística. Ao mesmo tempo, compradores percebem fornecedores de forma mais negativa nas dimensões mensuráveis (competência e performance), enquanto não foram encontradas diferenças nos aspectos sociais (honestidade e benevolência), o que pode ser resultado do ambiente e cultura pesquisados. As análises mostraram que, apesar da confiança poder ser definida como um construto multidimensional, ela deve ser operacionalizada como um construto unidimensional direcionado pela competência e credibilidade. Este estudo contribui para a prática sugerindo formas de aumentar a confiança interorganizacional para aumento da performance.

Adaptações do sistema de informações gerenciais para atender necessidades de empresas envolvidas com a implantação do pensamento enxuto: um estudo de caso

The management system based on lean thinking has led to significant changes in the companies that have decided to adopt it. Frequently, those changes do not create a sustainable position coherent with the good results that are obtained. Many are the causes being discussed and analyzed, not only in academia, but also by lean manufacturing institutes and companies. The existing practices related to the managerial information system and the implementation, development, and maintenance of the lean journey may be some of such causes. This dissertation emphasizes whether the changes generated by this type of management are being followed by the managerial information system. The development of such system was in many cases based on mass production, whose principles go against lean manufacturing concepts. Thus, the objective of this dissertation is to verify whether the traditional managerial information system can meet the needs of the companies that adopt lean manufacturing principles. Through a case study based on qualitative and exploratory research in an electronic equipment assembling company, the stage of the implementation of lean thinking concepts at the time of the field research was analyzed, as well as whether the metrics, financial and non financial indicators were suitable for lean principles. The aim of such study was to empirically verify if the criticism found in the existing literature was pertinent or not. The data collected through the analysis of the documentation, the interviews with managers and in loco observation was treated through the content analysis method. The main conclusion of the research is that, although the company in question is investing in training and applying lean principles in its production line and in some administrative activities, the current managerial information system does not demonstrate the specific results obtained with lean principles. However, how changes to the managerial information system will be implemented is yet to be determined. Currently, metrics and indicators aligned with lean management are being added to the managerial reports. As more lean tools are employed, mainly with the consolidation of more value streams, the company has already diagnosed the need for new indicators. The main office has started a diagnosis of measurement and control systems in a product line in one of its affiliates with the goal of studying the possibility of applying the so called lean accounting in the future.

Como tomadores de decisão experts percebem cenários complexos?

In this thesis, the basic research of Chase and Simon (1973) is questioned, and we seek new results by analyzing the errors of experts and beginners chess players in experiments to reproduce chess positions. Chess players with different levels of expertise participated in the study. The results were analyzed by a Brazilian grandmaster, and quantitative analysis was performed with the use of statistical methods data mining. The results challenge significantly, the current theories of expertise, memory and decision making in this area, because the present theory predicts piece on square encoding, in which players can recognize the strategic situation reproducing it faithfully, but commit several errors that the theory can¿t explain. The current theory can¿t fully explain the encoding used by players to register a board. The errors of intermediary players preserved fragments of the strategic situation, although they have committed a series of errors in the reconstruction of the positions. The encoding of chunks therefore includes more information than that predicted by current theories. Currently, research on perception, trial and decision is heavily concentrated on the idea of pattern recognition". Based on the results of this research, we explore a change of perspective. The idea of "pattern recognition" presupposes that the processing of relevant information is on "patterns" (or data) that exist independently of any interpretation. We propose that the theory suggests the vision of decision-making via the recognition of experience.

Autodeterminação local e desenvolvimento: uma análise da dinâmica social no município de São Roque de Minas

In this thesis, the basic research of Chase and Simon (1973) is questioned, and we seek new results by analyzing the errors of experts and beginners chess players in experiments to reproduce chess positions. Chess players with different levels of expertise participated in the study. The results were analyzed by a Brazilian grandmaster, and quantitative analysis was performed with the use of statistical methods data mining. The results challenge significantly, the current theories of expertise, memory and decision making in this area, because the present theory predicts piece on square encoding, in which players can recognize the strategic situation reproducing it faithfully, but commit several errors that the theory can¿t explain. The current theory can¿t fully explain the encoding used by players to register a board. The errors of intermediary players preserved fragments of the strategic situation, although they have committed a series of errors in the reconstruction of the positions. The encoding of chunks therefore includes more information than that predicted by current theories. Currently, research on perception, trial and decision is heavily concentrated on the idea of 'pattern recognition'. Based on the results of this research, we explore a change of perspective. The idea of 'pattern recognition' presupposes that the processing of relevant information is on 'patterns' (or data) that exist independently of any interpretation. We propose that the theory suggests the vision of decision-making via the recognition of experience.

Relacionamento Interpessoal entre Compradores e Vendedores: Troca de Atendimento em Vendas e o Impacto na Continuidade das Relações Comerciais.

In a highly competitive environment, the ability to retain a substantial customer base represents a tremendous competitive advantage, therefore this transaction-based emphasis in sales is increasingly being replaced by relationally focused approach. Although existing sales literature is in agreement to the theoretical composition of buyer-seller relationships, a lack of empirical evidence exists for the interrelationships of various aspects of relational selling on individual salesperson¿s performance. This paper explores the impact of interpersonal relationships on customer satisfaction and loyalty towards the firm. Based on a review of different streams of research, the paper contributes to the existing theories using a case analysis of customer behavior when there is salesperson turnover. Much of the relationship with the company comes from trust in the salesperson, which is built up through the development of the relationship. The existence of a friendship interpersonal relationship with a salesperson also increases the customer willingness to follow him in case he leaves the company, thus possibly switching to another service provider. Utilizing a case analysis method this paper has the objective to find evidences that could prove the positive or negative impact of the salesperson¿s turnover in the organizations. Finally, the paper discusses managerial implications and directions for future research.

Projeto de transposição de águas do Rio São Francisco: uma análise à luz do processo de agenda-setting

Quais condições permitiram que o Projeto de Transposição de Águas do Rio São Francisco deixasse de figurar no imaginário daqueles que o defendiam, como o vinha sendo desde os idos do período imperial, e, começasse a ser efetivamente implementado somente em 2007? Responder a esta questão corresponde ao objetivo principal deste estudo. Para tal, o Projeto São Francisco, como também é conhecido, foi analisado à luz do modelo de multiple streams, concebido por John Kingdon (2003), orientado para a compreensão sobre como algumas questões passam a fazer parte da agenda de governo, recebendo atenção dos formuladores de políticas públicas, enquanto outras são ignoradas. Por meio do modelo de multiple streams, foi possível apontar os principais diagnósticos e alternativas historicamente apresentados para a região do semiárido brasileiro, frente à questão dramática das secas recorrentes. Além disso, foi estruturado o complexo jogo político da transposição, caracterizado pelo conflito entre coalizões atuantes em múltiplas arenas decisórias. A partir do mapeamento da forma como os atores políticos se apropriaram dos diagnósticos e alternativas apresentados para a região, com o intuito de impor aos demais as suas crenças sobre qual deve ser o melhor caminho para o desenvolvimento do semiárido, foram identificadas as janelas de oportunidades (policy windows) que tornaram viáveis a execução do projeto de transposição.

What causes violent crime?

This study uses a new data set of crime ratesfor a large sample of countriesfor the period 1970- 1994, based on information from the United Nations World Crime Surveys, to ana/yze the determinants ofnational homicide and robbery rates. A simple model of the incentives to commit crimes is proposed, which explicit/y considers possible causes of the persistence of crime over time (criminal inertia). Several econometric mode/s are estimated, attempting to capture the . determinonts of crime rates across countries and over time. The empirical mode/s are first run for cross-sections and then applie'd to panel data. The former focus on erplanatory variables that do not change markedly over time, while the panel data techniques consider both the eflect of the business cyc1e (i.e., GDP growth rate) on the crime rate and criminal inertia (accountedfor by the inclusion of the /agged crime rate as an explanatory variable). The panel data techniques a/so consider country-specific eflects, the joint endogeneity of some of the erplanatory variables, and lhe existence of some types of measurement e"ors aJjlicting the crime data. The results showthat increases in income inequality raise crime rates, dete"ence eflects are significant, crime tends to be counter-cyclical, and criminal inertia is significant even after controlling for other potential determinants of homicide and robbery rates.

Brazil's middle classes

This paper discusses the Brazilian middle class, its definition, evolution, profile, attitudes and durability. It describes the methodology that uses per capita household income derived from household surveys to determine economic classes. It gauges their respective aggregate trends and gauges individual income risks using longitudinal data. An income-based approach is only the beginning. This initial approach is integrated with subjective data to measure expectations and attitudes of different economic classes combined with a structural approach that takes into account the roles played by human, physical and social capital in the production factors, in terms of income generation and temporal allocation of resources. In all cases, income is the chosen numeraire by which all dimensions analyzed are projected. In the end of the article, all forms of measurement proposed – current income, consumption smoothing (permanent income), productive assets and subjective aspects – are combined to discuss the design of public policies aimed at the Brazilian middle classes.

Essays on economic growth

A fundamental question in development economics is why some economies are rich and others poor. To illustrate the income per capita gap across economies consider that the average gross domestic product (GDP) per capita of the richest 10 percent of economies in the year 2010 was a factor of 40-fold that of the poorest 10 percent of economies. In other words, the average person in a rich economy produces in just over 9 days what the average person in a poor economy produces in an entire year. What are the factors that can explain this difference in standard of living across the world today? With this in view, this dissertation is a conjunction of three essays on the economic growth field which we seek a possible responses to this question. The first essay investigates the existence of resource misallocation in the Brazilian manufacturing sector and measures possible distortions in it. Using a similar method of measurement to the one developed by Hsieh and Klenow (2009) and firm-level data for 1996-2011 we find evidence of misallocation in the manufacturing sector during the observed period. Moreover, our results show that misallocation has been growing since 2005, and it presents a non-smooth dynamic. Significantly, we find that the Brazilian manufacturing sector operates at about 50% of its efficient product. With this, if capital and labor were optimally reallocated between firms and sectors we would obtain an aggregate output growth of approximately 110-180% depending on the mode in which the capital share is measured. We also find that the economic crisis did not have a substantial effect on the total productivity factor or on the sector's misallocation. However, small firms in particular seem to be strongly affected in a global crisis. Furthermore, the effects described would be attenuated if we consider linkages and complementarity effects among sectors. Despite Brazil's well-known high tax burden, there is not evidence that this is the main source of resource misallocation. Moreover, there is a distinct pattern of structural change between the manufacturing sectors in industrialized countries and those in developing countries. Therefore, the second essay demonstrate that this pattern differs because there are some factors that distort the relative prices and also affect the output productivity. For this, we present a multi-sector model of economic growth, where distortions affect the relative prices and the allocation of inputs. This phenomenon imply that change of the production structure or perpetuation of the harmful structures to the growth rate of aggregate output. We also demonstrate that in an environment with majority decision, this distortion can be enhanced and depends on the initial distribution of firms. Furthermore, distortions in relative prices would lead to increases in the degree of misallocation of resources, and that imply that there are distinct patterns of structural changes between economies. Finally, the calibrated results of the framework developed here converge with the structural change observed in the firm-level data of the Brazilian manufacturing sector. Thereafter, using a cross-industry cross-country approach, the third essay investigates the existence of an optimal level of competition to enhance economic growth. With that in mind, we try to show that this optimal level is different from industrialized and under development economies due to the technology frontier distance, the terms of trade, and each economy's idiosyncratic characteristics. Therefore, the difference in competition industry-country level is a channel to explain the output for worker gap between countries. The theoretical and empirical results imply the existence of an inverted-U relationship between competition and growth: starting for an initially low level of competition, higher competition stimulates innovation and output growth; starting from a high initial level of competition, higher competition has a negative effect on innovation and output growth. Given on average industries in industrialized economies present higher competition level. With that if we control for the terms of trade and the industry-country fixed effect, if the industries of the developing economy operated under the same competition levels as of the industrialized ones, there is a potential increase of output of 0.2-1.0% per year. This effect on the output growth rate depends on the competition measurement used.