Diagnóstico y estrategia del modelo de servicio y atención al cliente en el consulado general central de Colombia en Madrid

El Consulado General Central de Colombia en Madrid como representación consular acreditada ante el gobierno de España, tiene como funciones principales el promover y defender los intereses de Colombia y de los connacionales residentes en Madrid, brindándoles la asesoría adecuada y requerida para cada una de sus necesidades, proteger los derechos fundamentales de los colombianos en el exterior y ejercer ante las autoridades del país donde se encuentren, las acciones pertinentes, de conformidad con los principios y normas del Derecho Internacional. En el siguiente proyecto se planteará una investigación, la cual pretende analizar y evaluar el modelo de servicio al cliente prestado por el Consulado General Central de Colombia en Madrid. La idea central de esta investigación es conocer la opinión de los connacionales que hacen uso de los servicios consulares y evaluar el cliente interno, en este caso el equipo de trabajo del consulado para medir la percepción que tienen estos sobre el ambiente laboral dentro de la oficina consular, y convertir esa información en una herramienta útil, que ayude a generar posibles estrategias de mejora al modelo de servicio al cliente del Consulado, cuyo principal objetivo según La Cónsul General de Colombia en Madrid es “fortalecer el servicio y la atención a cada uno de los colombianos” (Ministerio de Relaciones Exteriores, Consulado de Colombia en Madrid, 2014). Se plantea una investigación concluyente, que proporciona información y evidencia para dar respuesta al interrogante, planteado ¿qué estrategias deberían implementarse al modelo de servicio al cliente del Consulado?.

Rol de los préstamos comerciales en los euromercados (Tema Central)

El intercambio de capitales es esencial en la economía actual, al ser un factor de producción básico que se requiere para poder encarar la producción creciente que demanda un consumo también acrecentado. Los mercados financieros constituyen el lugar en el cual se lleva a cabo el intercambio de capitales. Los euromercados son una clase de estos mercados financieros, dentro de los cuales se realizan una serie de transacciones de financiamiento. Los préstamos otorgados en el marco de los euromercados (denominados europréstamos) se convirtieron en el instrumento más importante de financiamiento para Estados y empresarios privados, no obstante, a raíz de la crisis de la deuda, las condiciones en que se otorgaban los eurocréditos se tornaron restringidas y, por ello, su concesión decreció, lo que produjo una transición desde la intermediación financiera a la desintermediación.

Historicizing counterurbanization: in-migration and the reconstruction of rural space in Berkshire (UK), 1901-51

This article uses census data for Berkshire to argue that large-scale counterurbanization began much earlier than is generally recognized in some parts of southern England. This was not just movement down the urban hierarchy, which as Pooley and Turnbull have demonstrated was a long-term feature of England’s settlement system, but in some cases at least amenity-driven migration to rural areas of the kind increasingly recognized as a core component of recent counterurbanization. Despite a reduction of acreage Berkshire’s rural districts saw a 54% rise in population between 1901 and 1951. The sub-regional pattern of growth is assessed to gauge whether ‘clean break’ migration to the remote west of the county (which remained effectively out of commuting range from London throughout the period) was taking place, or whether counterurbanization was confined to the more accessible eastern districts. However, whilst population did increase in both west and east, it was in fact the central districts that grew most impressively. Three case study parishes are investigated in order to gauge the nature and consequences of counterurbanization at a local level. Professional and business migrants figure prominently, seeking to preserve and promote the rural attributes of their new communities, without however cutting their ties to urban centres. It is argued that migration to rural Berkshire in the first half of the twentieth century cannot adequately be described either as a form of extended suburbanization or an anti-metropolitan ‘clean break’. Rather, early counterurbanization marks the first stage on the long road to a post-productivist countryside, in which countryside becomes detached from agriculture, there is socio-economic convergence between town and country, and the ‘rural’ increasingly becomes defined by landscape and identity rather than economic function.

Creating a world class business through a merger of two equals: an interview with Paul Walsh, Chief Executive Officer of Diageo Plc

Purpose – The purpose of this paper is to explore, from a practical point-of-view, a number of key strategic issues that critically influence organisations' competitiveness. Design/methodology/approach – The paper is based on a semi-structured interview with Mr Paul Walsh, CEO of Diageo. Diageo is a highly successful company and Mr Walsh has played a central role in making Diageo the number one branded drink company in the world. Findings – The paper discusses the key attributes of successful merger, lessons from a complex cross boarder acquisition, rationale for strategic alliance with competitors, distinctive resources, and the role of corporate social responsibility. Research limitations/implications – It is not too often that management scholars have the opportunity to discuss with the CEOs of large multinationals the rational of key strategic decisions. In this paper these issues are explored from the perspective of a CEO of a large and successful company. The lessons, while not generalisable, offer unique insights to students of management and management researchers. Originality/value – The paper offers a bridge between theory and practice. It demonstrates that from Diageo's perspective the distinctive capabilities are intangible. It also offers insight into how to successfully execute strategic decision. In terms of originality it offers a view from the top, which is often missing from strategy research.

The economic theory of the firm as a foundation for international business theory

The economic theory of the firm is central to the theory of the multinational enterprise. Recent literature on multinationals, however, makes only limited reference to the economic theory of the firm. Multinationals play an important role in coordinating the international division of labour through internal markets. The paper reviews the economic principles that underlie this view. Optimal internalisation equates marginal benefits and costs. The benefits of internalisation stem mainly from the difficulties of licensing proprietary knowledge, reflecting the view that MNEs possess an ‘ownership’ or ‘firm-specific’ advantage. The costs of internalisation, it is argued, reflect managerial capability, and in particular the capability to manage a large firm. The paper argues that management capability is a complement to ownership advantage. Ownership advantage determines the potential of the firm, and management capability governs the fulfilment of this potential through overcoming barriers to growth. The analysis is applied to a variety of issues, including out-sourcing, geographical dispersion of production, and regional specialisation in marketing.

Metodologia de custeio baseado em atividades implementada no Banco Central do Brasil: uma análise de seus desdobramentos

In the last years, there has been a strong tendency of transferring typical business management concepts and practices to the public administration, such as: efficiency, efficacy, effectiveness, economy, operational excellence, results and transparency. The limited offer of resources, as well as the growing demand for accountability, justifies that movement. In order to put the aforementioned concepts into operation, the public administration uses some mechanisms, among them cost management. This dissertation focuses on the use of cost management systems, based on an activity-based costing (ABC) method, by Brazilian public entities. The present analysis is conducted from the ABC system implemented in the Brazilian Central Bank (BACEN) - an indirect public administration autarchy - the main goal of this study is to examine its outcomes since the implementation of the system. The investigation went through three main questions: if the system is being used, if it is fulfilling the objectives sought and, finally, if it is providing the expected benefits. Semi-structured interviews were made with members of the institution; and, according to the assumptions and tools tailored for this study, the collected data were analysed qualitatively. Evidences indicate that information, when not manipulated in a systematic way, hinder not only the incorporation of the cost system to the routine, but also the achievement of the goals and benefits aimed with such implementation.

Antecedentes da participação das empresas no financiamento político: um estudo com dados gerados por meio de dinâmica de simulação empresarial (Business game)

Abordagens teóricas dominantes no campo da estratégia empresarial (PORTER, 1980; BARNEY, 1991; PISANO e TEECE, 1997), de modo geral, não consideram explicitamente o comportamento corporativo político como um componente do amplo conjunto de elementos que compõem a estrutura dos processos de formulação e implementação estratégica. A pouca ênfase dada ao papel das firmas na seara política resulta em limitações para compreensão do ambiente competitivo e, consequentemente reduz o poder explicativo de estudos que se propõem a desvendar as razões do desempenho diferenciado das organizações. Salorio, Boddewyn e Dahan (2005) reforçam tal perspectiva ao observarem que firmas são organizações econômicas na medida em que em suas transações ponderam custos, benefícios, lucros, market share, mas também, enquanto organizações precisam definir e gerenciar fronteiras, bem como diferenciar e integrar seus membros, os stakerolders e suas operações. Esse envolvimento em um mix de comportamento político-econômico de barganha e não barganha leva à definição das firmas também como organizações políticas. Apesar de tal linha de pensamento ainda ter conotação de novidade para alguns, de reciclagem de antigas ideias para outros, ou, mesmo, parecer se pautar pela tentativa de retomar questões que sempre foram tratadas de forma lateral, Salorio, Boddewyn e Dahan (2005) enfatizam que “the political is always there”. O presente projeto teve objetivo central modelar ambiente simulado para testar antecedentes da atividade política corporativa (HILLMAN, KEIM e SCHULER, 2004), e como objetivos específicos: Modelar um simulador dos ambientes de negócio e político das empresas; aplicar o simulador para gerar dados sobre os antecedentes da participação política; testar antecedentes da participação política como alternativa estratégica em resposta ao baixo desempenho das firmas, a disponibilidade de recursos e a atividade política de concorrentes; testar a interação entre antecedentes de market e nonmarket para explicar a participação política. Com relação aos objetivos, o estudo pode ser caracterizado como explicativo, e quanto aos procedimentos técnicos adotados como de laboratório. O tipo de pesquisa adotado foi o de verificação de hipóteses causais assentada em uma abordagem metodológica quantitativa, cujos dados foram coletados por meio de 12 simulações, estruturadas no formato de um business game, com nove empresas em cada simulação, totalizando 108 unidades de análise. Configuram-se como sujeitos da pesquisa alunos do último ano dos cursos de graduação em administração e economia da Universidade Estadual de Londrina. As análises dos dados foram efetuadas utilizando-se o software STATA para desenvolvimento das regressões, sendo considerado como modelo estatístico a técnica de dados em painel com efeito fixo (WOOLDRIDGE, 2003), visto que o foco do estudo é a análise das informações (decisões/desempenho) das empresas ao longo do tempo. Os resultados indicam que: a) a ineficiência da firma afeta positivamente o investimento em financiamento eleitoral; b) o investimento em ações políticas corporativas ocorre no sentido de complementação às ações de market e não em contraposição, c) a maior propensão em investir em nonmarket está relacionada com desempenho inferior ao da concorrência; d) o aumento do investimento em nonmarket não está relacionado com a ação política mais ativa por parte da concorrência. Não foram encontradas evidências de que firmas com maiores sobras de recursos são mais ativas politicamente.

A Morte e o além : iconografia da pintura mural religiosa da região central do Rio Grande do Sul (século XX)

Este trabalho analisa pinturas murais religiosas sobre temáticas relacionadas à morte e ao além, encontradas em igrejas católicas da região central do Rio Grande do Sul. Pinturas realizadas ao longo do século XX e selecionadas com base em amostragem reunida em arquivos fotográficos representativos de 192 municípios. A partir de uma abordagem iconológica, busca entender: como os modelos iconográficos europeus foram retomados pelo muralismo religioso regional. Para tanto, identifica a origem dos principais temas escatológicos representados, bem como algumas das fontes visuais utilizadas, compostas, sobretudo, por gravuras que reproduzem temas religiosos de obras dos séculos XV ao início do século XX. Entre as formas evitadas pelo muralismo rio-grandense destacam-se: alusões à nudez, poses com pouco dinamismo, e gestos considerados constrangedores para os padrões morais da região. Nas formas incluídas, destacam-se as poses com expressão gestual mais acentuada, vestes moralizantes e detalhes zoomórficos na figuração de demônios. Enquanto que o conjunto das formas preservadas aponta para um predomínio dos gestos representativos de emoções intensas. Com base nos estudos de Aby Warburg sobre a influência da empatia no resgate de configurações emotivas, e a partir do resultado das análises formais, foi estruturada a proposição principal desta pesquisa. Proposição que procura evidenciar uma relação entre a eficiência empática dos antigos gestos de ações passionais e a conseqüente preservação desses no muralismo religioso escatológico regional.

Relações interorganizacionais e eficiência coletiva: um estudo de caso no arranjo produtivo local de confecções do agreste pernambucano

This work is a study in the Local Productive Arrangement of confections from Agreste of Pernambuco, as a relevant sector in economic and social aspect. This research has as central aim to understand how the inter-organizational relations influence the collective efficiency of arrangement. The theoretical framework employed highlights the approaches that deal with the benefits of business agglomeration for the develop­ment of firms and regions. It has discussed the approach of small and medium enter­ prises and industrial districts (SCHMITZ, 1997), which introduce the concept of col­ lective efficiency, explaining that only those externalities explained by Marshall (1996) are not sufficient to explain the competitive advantage of enterprises, expand­ing the idea that organizations achieve competitive advantage not acting alone. To examine the influences of relations in the collective efficiency, it has been taken as analytical perspective theory of social networks (GRANOVETTER, 1973, 1985; BURT, 1992; UZZI, 1997) because it has believe that this approach provides subsi­ dies for a structural analysis of social relationships in face the behavior of human ac­tion. By examining the organizations in a social network, you should understand the reason of this establishment of the relationship, their benefits, and as the information flow takes place and density of links between the actors (Powell; SMITH-DOERR, 1994). As for the methods, this study is characterized as a case study, in according to the purposed objectives, in addition to qualitative method. Also, due to recovering of the historical milestones of the arrangement, it is used a sectional approach with longitudinal perspective (VIEIRA, 2004). The primary and secondary data were used in order to understand the evolutionary process of the sector and their inter-actors re­ lationships in the arrangement for the promotion of development, for both, was used the contend and documentary analysis technique, respectively (DELLAGNELO ; SIL­VA, 2005). The approach of social networks has permitted understand that social re­lationships may extend the collective efficiency of the arrangement, and therefore need to develop policies that encourage the legalization of informal companies in ar­rangement, by showing up themselves representative. Thus, the relations estab­ lished in LPA of confections from Agreste of Pernambuco need for more effective mechanisms to broaden the collective efficiency. Therefore, this way as take place has directly benefited only a group of companies that are linked in some way the sup­portive institutions. So we can conclude that the inter-actor relations have limited the collective efficiency of LPA, being stimulated by the institutions in support only to groups of entrepreneurs, even those that produce external relations for all clustered companies

Application of GPR in the study of a modern alluvial megafan: The case of the Taquari river in Pantanal wetland, West-Central Brazil

A novel and timely ground penetrating radar (GPR) survey has been carried out in Pantanal from Mato Grosso State, west-central Brazil. Fieldwork was carried out on February/2001 and August/2002 in an attempt to understand avulsion processes that are occurring within Taquari alluvial megafan. The main objectives were to map channel, crevasse and floodplain morphology, as well as active sedimentary bedforms. Many GPR profiles were acquired in the medium and lower Taquari River course. Subaqueous megaripples and exposed sand bars were identified in the medium fan area. Similar features were observed in the lower fan channels, where there were many crevasses in the marginal levees. During the flooding seasons, the flow splays out on to the floodplain, where new distributary channels are being formed. GPR data show that the lower fan, Taquari channel is topographically higher than the adjacent floodplain, thus favoring avulsion as a natural process of river course shifting. GPR data obtained during the wet and dry seasons, together with sedimentology information have been very important in characterizing the fluvial dynamics, and avulsion phenomena. © 2005 Springer Science+Business Media, Inc.

Successful prevention of tunneled central catheter infection by antibiotic lock therapy using cefazolin and gentamicin

Catheter-related bacteremia (CRB) is one of the various complications related to hemodialysis (HD). As a result of this high rate of infection, the antibiotic lock technique (ALT) has been recommended to prevent CRB. However, adverse effects of ALT such as increased emergence of strains resistant to antibiotics and increased mechanical dysfunction catheter were poorly evaluated. We prospectively evaluated the efficacy of catheter-restricted filling using an antibiotic lock solution in preventing CRB. A total of 233 HD patients requiring 325 new tunneled catheters while waiting for placement and maturation of an arteriovenous fistula or graft were enrolled in this study. Patients with a tunneled catheter were assigned to receive either an antibiotic-heparin lock solution (antibiotic group: cefazolin 10 mg/ml, gentamicin 5 mg/ml, heparin 1,000 U/ml) or a heparin lock solution (no-antibiotic group: heparin 1,000 U/ml) as a catheter lock solution during the interdialytic period. The present study aimed to assess the efficacy of ALT using cefazolin and gentamicin in reducing CRB in patients undergoing HD with tunneled central catheter and to identify its adverse effects. CRB developed in 32.4 % of patients in the no-antibiotic group and in 13.1 % of patients in the antibiotic group. CRB rates per 1,000 catheter-days were 0.57 in the antibiotic group versus 1.74 in the no-antibiotic group (p < 0.0001). Kaplan-Meier analysis also showed that mean CRB-free catheter survival was significantly higher in the antibiotic group than in the no-antibiotic group (log-rank statistic 17.62, p < 0.0001). There was statistically significant difference between the two groups in causative organisms of CRB, with predominance of negative culture in both groups, but this prevalence was higher in ALT group (57.9 vs 90.1 %, p < 0.0001), and the two groups also were different in prevalence of gram-positive bacteria as causing organisms (ALT group 21.05 vs = 0 % in control group, p < 0.0001). There was no statistically significant difference between the two groups in drug-resistant germs. There were statistically significant differences between the two groups in the catheter removal causes, with higher rate of infectious cause in control group (12.32 vs 2.22 %, p < 0.0001) and mechanical cause in ALT group (28.26 vs 37.78 %, p < 0.0001). The results suggest that ALT may be a beneficial means of reducing the CRB rate in HD patients with tunneled catheter, without association between ALT and emergence of strains resistant. However, mechanical complications were more prevalent in antibiotic group. Further studies are required to determine the optimal drug regimen, concentrations for ALT, and its adverse effects. © 2012 Springer Science+Business Media Dordrecht.