Responsabilidade social das organizações e satisfação no trabalho: estudo num call center

A presente dissertação tem como objectivo estudar a percepção dos colaboradores a respeito da Responsabilidade Social da Organização exercida pela organização onde trabalham e a relação desta com a Satisfação no Trabalho. Cento e sete colaboradores de um call center responderam a um questionário que incluía as escalas de Percepção de Responsabilidade Social, Satisfação no Trabalho e a escala de Call Center construída para este estudo. As hipóteses são, duas, verificar se quando maior a percepção de práticas socialmente responsáveis nas diferentes dimensões (colaboradores, ambiente e comunidade e económica) maior a satisfação com o trabalho e se as condições de trabalho na organização apresentarem níveis elevados, maior a Satisfação no Trabalho. Dos resultados obtidos, concluiu-se uma associação positiva entre as três dimensões da Responsabilidade Social com a Satisfação no Trabalho, em particular uma associação mais elevada com a dimensão Percepção da Responsabilidade Social - Ambiente e Comunidade. Destaca-se também que a Satisfação no Trabalho está mais associada com a percepção do reconhecimento profissional do que com as condições de trabalho no call center.

Implementación de balanced scorecard en el call center de Andinatel S.A.

La presente investigación tiene como objetivo aplicar los conocimientos adquiridos en el Programa de Maestría en Dirección de Empresas, tomando en consideración lo aprendido en las materias de Metodología de la Investigación, Procesos, Indicadores de Gestión y Estrategia Operacional a lo largo de dos años académicos. Con estos elementos la pregunta central es: ¿Es posible implementar un BSC en el Call Center de Andinatel S.A.? Es mi interés aplicar la herramienta Balanced Scorecard (BSC) en la Gerencia de Call Center de Andinatel S.A., debido a que al momento no existe en esta área un instrumento de medición de indicadores que posibilite tomar acciones de mejora; así también, al inicio de la carrera realicé investigaciones sobre como mejorar los procesos y cuales serían las alternativas de solución para satisfacer al cliente a través de este punto de contacto. Esto me ha permitido mejorar mi formación profesional presentado propuestas, mismas se han servido de aporte para lograr varios objetivos de mi Empresa en el área de estudio, la cual atiende al 70% de clientes, un promedio de 900.000 usuarios, distribuidos en 12 provincias de cobertura, maneja cerca de 6’000.000 millones de minutos al mes con la intervención de una plataforma tecnológica VoIP (voz sobre IP) y 300 agentes telefónicos que trabajan en turnos de 6 horas los 365 días del año. He solicitado a ANDINATEL S.A., lugar en donde laboro desde hace seis años, me permita realizar un estudio en una sus áreas funcionales, para lo cual utilizaré varios datos referenciales que servirán para este fin académico. La metodología Balanced Scorecard fue desarrollada por los académicos KAPLAN y NORTON de la Universidad de Harvard que consiste en organizar, difundir y controlar la ejecución de la estrategia de las organizaciones. Al concluir el presente trabajo haré uso de los resultados obtenidos en el Cuadro de Mando Integral del Call Center de Andinatel S.A. para lograr que el sistema de indicadores presentado posibilite crear un Proyecto de Mejora Continua y de esta manera aportar para la obtención de incremente de rentabilidad y satisfacción del cliente.

Análisis y propuesta de la aplicación del balanced scorecard en una empresa de outsourcing de call center enfocada en el servicio al cliente.

Los gerentes, todos los días, se enfrentan a la difícil tarea de hacer que sus colaboradores logren los resultados esperados para apuntarle al final del período respectivo a los indicadores financieros que permitirán mostrarle a sus accionistas buenas o malas noticias dependiendo de los niveles alcanzados, pero olvidan que cuando obtienen la información financiera la misma representa en ese momento cosas del pasado. El Balanced ScoreCard1 (BSC) es un proceso con el cual a través de una metodología muy bien definida, se genera un producto final denominado Cuadro de Mando Integral. Fue diseñado por los Doctores Robert S. Kaplan y David P. Norton de la Universidad de Harvard en el primer quinquenio de los años 90 y hoy son muchas las compañías de clase mundial y algunas empresas latinoamericanas que lo han adoptado como la herramienta de gestión empresarial en tiempo real, que les ha ayudado a orientar la puesta en marcha de la estrategia y el logro de su misión; éste proceso se soporta a partir de un conjunto de indicadores de resultado con sus respectivos inductores de actuación, iniciativas estratégicas con sus planes de acción y la asignación de recursos necesarios para su implementación, con el fin de permitir canalizar las energías, habilidades, y conocimientos específicos de los colaboradores de todos los niveles de la organización, hacia la consecución de los objetivos (metas) y definición de una actuación futura superior. Esta herramienta administrativa de gestión en tiempo real, se centra en la consecución de Objetivos Estratégicos y sus respectivas medidas a partir de cuatro perspectivas, pero combinando de manera equilibrada indicadores financieros y no financieros. Aquí está la esencia del proceso, combinar activos tangibles con intangibles en la búsqueda de resultados de largo plazo de orden superior.

La influencia del estrés en la productividad del call center de Pague Ya-Grupo Pichincha

Hoy en día las organizaciones financieras necesitan solventar los requerimientos y necesidades de los colaboradores de un Call Center para mejorar su productividad y elevar los índices de bienestar laboral. Con base a estas necesidades el objetivo de la presente investigación es conocer los factores de estrés que existen en el área de Call Center de Pague Ya, que influencian directa o indirectamente en la productividad de esta área. Por este motivo se va a evaluar todos los factores de riesgos psicosociales que conllevan al estrés laboral. Como objetivos específicos debemos Identificar los factores transmisores de estrés laboral dentro del Call Center, establecer las características de las personas que tienen distrés y conocer los indicadores de productividad de este grupo. Se mirará el estrés desde la Neurociencia, y desde las ciencias del comportamiento, Se observará la productividad, tipos de productividad y sus características; y como estará relacionado con el estrés de un Call Center diferenciando si es Distrés o es Eustrés; también observaremos los efectos del estrés en la productividad y los casos de ausentismo más frecuentes; finalmente, obtendremos los resultados de la investigación y sus respectivas conclusiones y recomendaciones. Esta investigación empírica, intenta esclarecer las características y las diferencias entre las causas y los efectos de las personas que tienen eustrés (estrés positivo) y las que tienen distrés (estrés negativo), y cómo estas diferencias afectan la productividad en la organización.

The roadmap to banking union: a call for consistency. CEPS Commentary, 30 August 2012

The proposal to move to a full banking union in the eurozone means a radical regime shift for the EU, since the European Central Bank will supervise the eurozone banks and effectively end ‘home country rule’. But how this is implemented raises a number of questions and needs close monitoring, explains CEPS CEO Karel Lannoo in this new Commentary.

The Future of the Clean Development Mechanism. Note on the report “A Call to Action” of the High-Level Panel on CDM Policy Dialogue. CEPS Special Report No. 71, 20 November 2012

The clean development mechanism (CDM) has been through a long and complex growing process since it was approved as part of the Kyoto Protocol. It was designed within the framework of the UNFCCC and the Kyoto Protocol, and reflected the political and economic realities of that time. To ensure its continued effectiveness in contributing to future global climate action and to reflect on how best to position the CDM to respond to future challenges, a high-level panel (HLP) was formed at the Durban climate change conference in 2011. Following extensive consultations, the panel published its report in September 2012. Through this Special Report, the CEPS Carbon Market Forum offers its reflections on findings and recommendations of the HLP, as well as, by extension, its own views on the future of the CDM. In the context of the latter, it explores the following questions: Is there a need for an instrument such as the CDM in the future? What ‘demand’ can it fill? In the roles identified under the first question, what can be done to adapt it and also continue to increase its efficacy?

Can the frequency of blocking be described by a red noise process?

The frequency of persistent atmospheric blocking events in the 40-yr ECMWF Re-Analysis (ERA-40) is compared with the blocking frequency produced by a simple first-order Markov model designed to predict the time evolution of a blocking index [defined by the meridional contrast of potential temperature on the 2-PVU surface (1 PVU ≡ 1 × 10−6 K m2 kg−1 s−1)]. With the observed spatial coherence built into the model, it is able to reproduce the main regions of blocking occurrence and the frequencies of sector blocking very well. This underlines the importance of the climatological background flow in determining the locations of high blocking occurrence as being the regions where the mean midlatitude meridional potential vorticity (PV) gradient is weak. However, when only persistent blocking episodes are considered, the model is unable to simulate the observed frequencies. It is proposed that this persistence beyond that given by a red noise model is due to the self-sustaining nature of the blocking phenomenon.

How well does the ECMWF Ensemble Prediction System predict blocking?

Forecasting atmospheric blocking is one of the main problems facing medium-range weather forecasters in the extratropics. The European Centre for Medium-Range Weather Forecasts (ECMWF) Ensemble Prediction System (EPS) provides an excellent basis for medium-range forecasting as it provides a number of different possible realizations of the meteorological future. This ensemble of forecasts attempts to account for uncertainties in both the initial conditions and the model formulation. Since 18 July 2000, routine output from the EPS has included the field of potential temperature on the potential vorticity (PV) D 2 PV units (PVU) surface, the dynamical tropopause. This has enabled the objective identification of blocking using an index based on the reversal of the meridional potential-temperature gradient. A year of EPS probability forecasts of Euro-Atlantic and Pacific blocking have been produced and are assessed in this paper, concentrating on the Euro-Atlantic sector. Standard verification techniques such as Brier scores, Relative Operating Characteristic (ROC) curves and reliability diagrams are used. It is shown that Euro-Atlantic sector-blocking forecasts are skilful relative to climatology out to 10 days, and are more skilful than the deterministic control forecast at all lead times. The EPS is also more skilful than a probabilistic version of this deterministic forecast, though the difference is smaller. In addition, it is shown that the onset of a sector-blocking episode is less well predicted than its decay. As the lead time increases, the probability forecasts tend towards a model climatology with slightly less blocking than is seen in the real atmosphere. This small under-forecasting bias in the blocking forecasts is possibly related to a westerly bias in the ECMWF model. Copyright © 2003 Royal Meteorological Society

A new perspective on blocking

It is argued that the essential aspect of atmospheric blocking may be seen in the wave breaking of potential temperature (θ) on a potential vorticity (PV) surface, which may be identified with the tropopause, and the consequent reversal of the usual meridional temperature gradient of θ. A new dynamical blocking index is constructed using a meridional θ difference on a PV surface. Unlike in previous studies, the central blocking latitude about which this difference is constructed is allowed to vary with longitude. At each longitude it is determined by the latitude at which the climatological high-pass transient eddy kinetic energy is a maximum. Based on the blocking index, at each longitude local instantaneous blocking, large-scale blocking, and blocking episodes are defined. For longitudinal sectors, sector blocking and sector blocking episodes are also defined. The 5-yr annual climatologies of the three longitudinally defined blocking event frequencies and the seasonal climatologies of blocking episode frequency are shown. The climatologies all pick out the eastern North Atlantic–Europe and eastern North Pacific–western North America regions. There is evidence that Pacific blocking shifts into the western central Pacific in the summer. Sector blocking episodes of 4 days or more are shown to exhibit different persistence characteristics to shorter events, showing that blocking is not just the long timescale tail end of a distribution. The PV–θ index results for the annual average location of Pacific blocking agree with synoptic studies but disagree with modern quantitative height field–based studies. It is considered that the index used here is to be preferred anyway because of its dynamical basis. However, the longitudinal discrepancy is found to be associated with the use in the height field index studies of a central blocking latitude that is independent of longitude. In particular, the use in the North Pacific of a latitude that is suitable for the eastern North Atlantic leads to spurious categorization of blocking there. Furthermore, the PV–θ index is better able to detect Ω blocking than conventional height field indices.

High performance blocking filters for the region 1µm to 20µm

A set of filters based on the sequence of semiconductor edges is described which offers continuity of short-wave infrared blocking. The rejection throughout the stop region is greater than 103 for each filter and the transmission better than 70% through one octave with a square cutoff. The cutoff points are located at intervals of about two-thirds of an octave. Filters at 2.6 ,µm, 5.5 µm, and 12 µm which use a low-passing multilayer in combination with a semiconductor absorption edge are described in detail. The design of multilayers for optimum performance is discussed by analogy with the synthesis of electric circuit filters.

Associations between stratospheric variability and tropospheric blocking

There is widely believed to be a link between stratospheric flow variability and stationary, persistent “blocking” weather systems, but the precise nature of this link has proved elusive. Using data from the ERA-40 Reanalysis and an atmospheric general circulation model (GCM) with a well-resolved stratosphere (HadGAM), it is shown that there are in fact several different highly significant associations, with blocking in different regions being related to different patterns of stratospheric variability. This is true in both hemispheres and in both data sets. The associations in HadGAM are shown to be very similar to those in ERA-40, although the model has a tendency to underestimate both European blocking and the wave number 2 stratospheric variability to which this is related. Although the focus is on stratospheric variability in general, several of the blocking links are seen to occur in association with the major stratospheric sudden warmings. In general, the direction of influence appears to be upward, as blocking anomalies are shown to modify the planetary stationary waves, leading to an upward propagation of wave activity into the stratosphere. However, significant correlations are also apparent with the zonal mean flow in the stratosphere leading the occurrence of blocking at high latitudes. Finally, the underestimation of blocking is an enduring problem in GCMs, and an example has recently been given in which improving the resolution of the stratosphere improved the representation of blocking. Here, however, another example is given, in which increasing the stratospheric resolution unfortunately does not lead to an improvement in blocking.