Diseño del cuadro de mando integral para la Secretaría Técnica Administrativa del CONESUP

El siempre difícil manejo organizacional del sector público ha exigido a sus dirigentes a ampliar su perspectiva y utilizar criterios administrativos que les permitan ser más eficientes en sus actividades, optimizando los limitados recursos estatales que poseen. El Cuadro de Mando Integral -CMI- nace en la década de los noventas, de la mano de David Norton y Robert Kaplant, con el objetivo de mejorar la medición de los resultados institucionales basados en la estrategia organizacional. El aporte de este “termómetro de resultados” radica en que combina cuatro perspectivas fundamentales dentro de toda organización: Perspectiva de aprendizaje y crecimiento, perspectiva interna, perspectiva del cliente y perspectiva financiera; todos estos enfoques están estratégicamente enlazadas y relacionadas. El presente trabajo busca desarrollar la perspectiva de Aprendizaje y Crecimiento del CMI, aplicado a la Secretaría Técnica Administrativa del CONESUP, alineado a las estrategias de enfoque al cliente (usuario) y optimización de Costos. Para esto se basa en el análisis del Capital Humano: empleados, colaboradores y sus respectivas habilidades; Capital Intelectual: Software, base de datos, CRM, mejores prácticas; Preparación Organizacional enfocada al usuario; Competencias: Sistema de Gestión de Calidad, optimización de procesos.

Identificar las estrategias de fidelización para clientes de software que se pueden aplicar en la empresa I. T. del Ecuador S.A.

Con el desarrollo del presente trabajo lo que se pretende es identificar las estrategias que se pueden aplicar dentro de una empresa que comercializa software para lograr una fidelización por parte de sus clientes .Para ello en los capítulos se tomará en cuenta una parte de teoría donde se identifica las diferentes estrategias de marketing y su evolución, así como las últimas tendencias para aplicarlas a los clientes; al finalizar el último capítulo se propone realizar una mejora en la relación de los clientes a través de un CRM. Además se realizará un análisis de la empresa con la cartera de clientes actuales para identificar aquellos que son clave y que mayores ingresos generan a la organización. Cabe indicar que las estrategias que se identifican son resultado de un estudio de campo e investigación directamente con los clientes de la empresa, por ello el modelo sugerido está dirigido para I.T. Del Ecuador S.A.

Estrategias de mejoramiento de las relaciones con los clientes en empresas de servicios informáticos. Caso Sonda del Ecuador

La presente tesis se centra en formular estrategias para mejorar las relaciones con los clientes en empresas de servicios informáticos, en este caso aplicado a la empresa Sonda del Ecuador. En el capítulo I, se describe el marco teórico que sustenta el desarrollo de esta investigación, conceptos generales relacionados con el cliente, fidelización del cliente logrando la satisfacción y análisis del valor percibido por el cliente, como también un análisis del marketing relacional apalancado en una estrategia CRM. En el capítulo II, se hace un análisis de la situación actual de la empresa que incluye la oferta integral hacia los clientes, sus clientes y la aplicación de CRM en la empresa. En el capítulo III, se realiza una investigación a través de una encuesta a varios de los clientes de la empresa con el objetivo de conocer la satisfacción actual de los clientes hacia la empresa, analizado tanto los servicios brindados a través del proceso de venta, atención al cliente, ejecución de proyectos y postventa. En el capítulo IV, se plantean las estrategias formuladas para que la empresa pueda implementar en el corto plazo y así lograr ingresos más altos por las ventas con una rentabilidad para los accionistas. En el capítulo V, se realizan las conclusiones a la presente tesis y se sugieren las respectivas recomendaciones que se pueden seguir.

Modelling convective processes during the suppressed phase of the a Madden-Julian Oscillation: Comparing single-column models with cloud resolving models

The role of convective processes in moistening the atmosphere during suppressed periods of the suppressed phase of a Madden-Julian oscillation is investigated in cloud-resolving model (CRM) simulations, and the impact of moistening on the subsequent evolution of convection is assessed as part of a Global Energy and Water Cycle Experiment Cloud System Study (GCSS) intercomparison project. The ability of single-column model (SCM) versions of a number of state-of-the-art climate and numerical weather prediction models to capture these convective processes is also evaluated. During the suppressed periods, the CRMs are found to simulate a maximum moistening around 3 km, which is associated with a predominance of shallow convection. All SCMs produce adequate amounts of shallow convection during the suppressed periods, comparable to that seen in CRMs, but the relatively drier SCMs have higher precipitation rates than the relatively wetter SCMs and CRMs. The relatively drier SCMs dry, rather than moisten, the lower troposphere below the melting level. During the transition periods, convective processes act to moisten the atmosphere above the level at which mean advection changes from moistening to drying, despite an overall drying effect for the column. The SCMs capture some essence of this moistening at upper levels. A gradual transition from shallow to deep convection is simulated by the CRMs and the wetter SCMs during the transition periods, but the onset of deep convection is delayed in the drier SCMs. This results in lower precipitation rates for these SCMs during the active periods, although much better agreement exists between the models at this time.

Adapted customer relationship management implementation framework:facilitating value creation in nursing homes

This paper proposes a framework to support Customer Relationship Management (CRM) implementation in nursing homes. The work extends research by Cheng et al. (2005) who conducted in-depth questionnaires to identify critical features (termed value-characteristics), which are areas identified as adding the most value if implemented. Although Cheng et al. did proposed an implementation framework, summary of, and inconsistent inclusion of value-characteristics, limits the practical use of this contribution during implementation. In this paper we adapt the original framework to correct perceived deficiencies. We link the value characteristics to operational, analytical, strategic and/or collaborative CRM solution types, to allow consideration in context of practical implementation solutions. The outcome of this paper shows that, practically, a 'one solution meets all characteristic' approach to CRM implementation within nursing homes is inappropriate. Our framework, however, supports implementers in identifying how value can be gained when implementing a specific CRM solution within nursing homes; which subsequently support project management and expectation management.

The tenant as a customer: can good service improve real estate performance?

Customer Relationship Management (CRM) theory suggests that good customer service results in satisfied customers, who in turn are more likely to remain loyal and recommend the service provider to others. Proponents of good customer service for tenants claim that landlords should see a return on any investment in their customer service, in the form of enhanced real estate performance. This paper begins by reviewing research on customer service returns in other industries. Through consideration of the characteristics of real estate markets, the paper explains how factors such as (inter alia) lease terms, property market cycles, and property type, might determine the relationship between customer service and real estate performance. The paper concludes that further research is needed to isolate specific aspects of customer service that are most appreciated by customers. It suggests that the financial returns which accrue to landlords adopting a customer-focused approach might indeed be quantified, and suggests an appropriate method for such future research.

A GCSS model intercomparison for a tropical squall line observed during toga-coare. II: Intercomparison of single-column models and a cloud-resolving model

This paper presents single-column model (SCM) simulations of a tropical squall-line case observed during the Coupled Ocean-Atmosphere Response Experiment of the Tropical Ocean/Global Atmosphere Programme. This case-study was part of an international model intercomparison project organized by Working Group 4 ‘Precipitating Convective Cloud Systems’ of the GEWEX (Global Energy and Water-cycle Experiment) Cloud System Study. Eight SCM groups using different deep-convection parametrizations participated in this project. The SCMs were forced by temperature and moisture tendencies that had been computed from a reference cloud-resolving model (CRM) simulation using open boundary conditions. The comparison of the SCM results with the reference CRM simulation provided insight into the ability of current convection and cloud schemes to represent organized convection. The CRM results enabled a detailed evaluation of the SCMs in terms of the thermodynamic structure and the convective mass flux of the system, the latter being closely related to the surface convective precipitation. It is shown that the SCMs could reproduce reasonably well the time evolution of the surface convective and stratiform precipitation, the convective mass flux, and the thermodynamic structure of the squall-line system. The thermodynamic structure simulated by the SCMs depended on how the models partitioned the precipitation between convective and stratiform. However, structural differences persisted in the thermodynamic profiles simulated by the SCMs and the CRM. These differences could be attributed to the fact that the total mass flux used to compute the SCM forcing differed from the convective mass flux. The SCMs could not adequately represent these organized mesoscale circulations and the microphysicallradiative forcing associated with the stratiform region. This issue is generally known as the ‘scale-interaction’ problem that can only be properly addressed in fully three-dimensional simulations. Sensitivity simulations run by several groups showed that the time evolution of the surface convective precipitation was considerably smoothed when the convective closure was based on convective available potential energy instead of moisture convergence. Finally, additional SCM simulations without using a convection parametrization indicated that the impact of a convection parametrization in forced SCM runs was more visible in the moisture profiles than in the temperature profiles because convective transport was particularly important in the moisture budget.

Molecular forms of porphobilinogen deaminase in acute intermittent porphyria. A study by Western immunoblotting

Acute intermittent porphyria is an inborn error of haem synthesis which is transmitted as a dominant character with variable phenotypic expression. The disorder is caused by a partial deficiency of porphobilinogen deaminase in all tissues so far studied. The nature of the enzymatic deficiency of porphobilinogen deaminase in haemolysates from patients with acute intermittent porphyria was examined by the use of monospecific antibody probes. In affected heterozygotes from three British pedigrees of diverse ancestry, the catalytic deficiency of porphobilinogen deaminase was accompanied by diminished enzyme protein, as determined by radial immunodiffusion. No evidence of functionally attenuated enzyme was demonstrable by kinetic studies. The molecular forms of the residual enzyme were investigated in red cell extracts and in lysed preparations of reticulocytes by a sensitive Western blotting procedure. This revealed the presence of reduced amounts of porphobilinogen deaminase polypeptide co-migrating with wild type enzyme (Mr approximately 40,000), and no evidence of variant forms in situ. The studies show that porphobilinogen deaminase deficiency in acute intermittent porphyria is commonly associated with a CRM-phenotype. The residual activity under these circumstances is thus related to expression of a single normal allele, since sensitive techniques detected neither aberrant nor degraded forms of the enzyme in erythroid tissues.

Treating the Tenant as a Customer: can good service improve real estate performance?

Customer Relationship Management (CRM) theory suggests that good customer service results in satisfied customers, who in turn are more likely to remain loyal and recommend the service provider to others. Applied to real estate, this theory implies that landlords should see a return on any investment in the service they give to tenants, in the form of increased lease renewal rates and fewer void periods, achieved without compromising rents. This paper examines determinants of occupier satisfaction, and investigates the relationship between occupier satisfaction and property performance, using measures such as capital growth, income return, lease renewal rates and total return. The analysis is based upon a pilot study using occupier satisfaction responses from around 2500 interviewees based in multi-tenanted offices, shopping centres and retail warehouses on out-of-town retail parks in the UK. The analysis is being extended to cover a larger sample for the author’s PhD. Part 1 of the analysis examines occupier satisfaction, whilst Part 2 considers its impact on property performance.

Scoping customer relationship management strategy in HEI - Understanding steps towards alignment of customer and management needs

Higher Education Institutions (HEI) are complex organisations, offering a wide range of services, which involve a multiplicity of customers, stakeholders and service providers; both in terms of type and number. Satisfying a diverse set of customer groups is complex, and requires development of strategic Customer Relationship Management (CRM). This paper contributes to the HEI area, by proposing an approach that scopes CRM strategy, allowing us a better understanding CRM implementation in Higher Education Institutions; maximising alignment of customer and management desires, expectation and needs.

A single-column model ensemble approach applied to the TWP-ICE experiment

Single-column models (SCM) are useful test beds for investigating the parameterization schemes of numerical weather prediction and climate models. The usefulness of SCM simulations are limited, however, by the accuracy of the best estimate large-scale observations prescribed. Errors estimating the observations will result in uncertainty in modeled simulations. One method to address the modeled uncertainty is to simulate an ensemble where the ensemble members span observational uncertainty. This study first derives an ensemble of large-scale data for the Tropical Warm Pool International Cloud Experiment (TWP-ICE) based on an estimate of a possible source of error in the best estimate product. These data are then used to carry out simulations with 11 SCM and two cloud-resolving models (CRM). Best estimate simulations are also performed. All models show that moisture-related variables are close to observations and there are limited differences between the best estimate and ensemble mean values. The models, however, show different sensitivities to changes in the forcing particularly when weakly forced. The ensemble simulations highlight important differences in the surface evaporation term of the moisture budget between the SCM and CRM. Differences are also apparent between the models in the ensemble mean vertical structure of cloud variables, while for each model, cloud properties are relatively insensitive to forcing. The ensemble is further used to investigate cloud variables and precipitation and identifies differences between CRM and SCM particularly for relationships involving ice. This study highlights the additional analysis that can be performed using ensemble simulations and hence enables a more complete model investigation compared to using the more traditional single best estimate simulation only.

Mobil marknadsföring

Denna rapport syftar till att reda ut begreppet mobil direktreklam samt att genom en marknadsundersökning ta reda på om det för Stadiums kunder finns något intresse att ta del av erbjudanden och information om olika händelser genom SMS-meddelanden. Det är tänkt att denna information kan variera beroende på vilket område medlemmen befinner sig i, det vill säga riktad lägesbunden direktreklam. För vår marknadsundersökning så utfördes både en kvantitativ och en kvalitativ undersökning, detta för att ge både bredd och djup till undersökningen. Tanken är att förbättra marknadsföringen för de kunder som är medlemmar i StadiumCard genom att de ska kunna erbjudas mobil direktreklam från det specifika område de befinner sig.En annan viktig hörnsten i detta examensarbete var skaffa sig kunskap om och redogöra för vad en IT-tjänst är samt att klarlägga vad begreppet mobilitet innebär.På den plattform som vi tilldelats att utveckla en SMS-tjänst på är det idag möjligt att positionera mobiltelefonanvändare inom ett visst område men det är komplicerat och kan bara utföras på sådant sätt att det inte är ekonomiskt försvarbart. Vi kommer därför endast utveckla en prototyp för en SMS-tjänst som skickar ut erbjudanden till alla de kunder, var de än befinner sig, som valt att delta i SMS-tjänsten.Stadium marknadsför sig idag främst genom adresserad reklam till sina medlemmar och direktreklam via post. För att förbättra marknadsföringen så krävs förståelse för en del viktiga begrepp inom marknadsföringen. Dessa begrepp är kundlojalitet, CRM (Customer Relationship Management) och PM (Permission Marketing).

Implementation and role of device management Solutions to the end users

This research is based on consumer complaints with respect to recently purchased consumer electronics. This research document will investigate the instances of development and device management as a tool used to aid consumer and manage consumer’s mobile products in order to resolve issues in or before the consumers is aware one exists. The problem at the present time is that mobile devices are becoming very advanced pieces of technology, and not all manufacturers and network providers have kept up the support element of End users. As such, the subject of the research is to investigate how device management could possibly be used as a method to promote research and development of mobile devices, and provide a better experience for the consumer. The wireless world is becoming increasingly complex as revenue opportunities are driven by new and innovative data services. We can no longer expect the customer to have the knowledge or ability to configure their own device. Device Management platforms can address the challenges of device configuration and support through new enabling technologies. Leveraging these technologies will allow a network operator to reduce the cost of subscriber ownership, drive increased ARPU (Average Revenue per User) by removing barriers to adoption, reduce churn by improving the customer experience and increase customer loyalty. DM technologies provide a flexible and powerful management method but are managing the same device features that have historically been configured manually through call centers or by the end user making changes directly on the device. For this reason DM technologies must be treated as part of a wider support solution. The traditional requirement for discovery, fault finding, troubleshooting and diagnosis are still as relevant with DM as they are in the current human support environment yet the current generation of solutions do little to address this problem. In the deployment of an effective Device Management solution the network operator must consider the integration of the DM platform, interfacing with many areas of the business, supported by knowledge of the relationship between devices, applications, solutions and services maintained on an ongoing basis. Complementing the DM solution with published device information, setup guides, training material and web based tools will ensure the quality of the customer experience, ensuring that problems are completely resolved, driving data usage by focusing customer education on the use of the wireless service In this way device management becomes a tool used both internally within the network or device vendor and by the customer themselves, with each user empowered to effectively manage the device without any prior knowledge or experience, confident that changes they apply will be relevant, accurate, stable and compatible. The value offered by an effective DM solution with an expert knowledge service will become a significant differentiator for the network operator in an ever competitive wireless market. This research document is intended to highlight some of the issues the industry faces as device management technologies become more prevalent, and offers some potential solutions to simplify the increasingly complex task of managing devices on the network, where device management can be used as a tool to aid customer relations and manage customer’s mobile products in order to resolve issues before the user is aware one exists. The research is broken down into the following, Customer Relationship Management, Device management, the role of knowledge with the DM, Companies that have successfully implemented device management, and the future of device management and CRM. And it also consists of questionnaires aimed at technical support agents and mobile device users. Interview was carried out with CRM managers within support centre to further the evidence gathered. To conclude, the document is to consider the advantages and disadvantages of device management and attempt to determine the influence it will have over customer support centre, and what methods could be used to implement it.

Estudo de pelotização e briquetagem de finos de carvão mineral

O aumento da produção de carvão previsto para os próximos anos nas minas da CRM localizadas em Leão, Butiá, RS, originará uma considerável quantidade de finos beneficiados por ciclonagem autôgena. Estes finos caracterizam-se pelos seus altos teores de umidade e granulometria <1 mm o que onera e dificulta os processos de manuseio, estocagem e transporte. O presente estudo visa à análise comparativa dos processos de aglomeração, a briquetagem e a pelotização com o objetivo de obter um produto com melhores características de comercialização do que o atual. As principais variáveis estudadas na aglomeração por briquetagem foram: teor de umidade, tipo e concentração de agente ligante, relação massa/volume de carvão, tempo e pressão de moldagem. Os melhores resultados em termos de resistência à compressão, foram obtidos utilizando um resíduo de refinaria de petróleo - REVAC - como ligante numa concentração de 10% em peso, uma temperatura de cura de 120° C, um tempo de moldagem de 0,5 minutos e uma pressão de compactação entre 150 e 250 kgf/cm². A pelotização foi estudada utilizando um tambor e um disco de laboratório e as principais variáveis estudadas foram: umidade da alimentação, tipo e concentração de agente ligante, temperatura de cura e outras. Os melhores resultados foram obtidos utilizando como ligante MOGUL (amido de milho pré-gelatinizado em pó) numa concentração de 5% em peso, uma faixa de umidade ótima entre 30 e 40%, uma inclinação do disco entre 45 e 51° e uma temperatura de cura de 80 e 100°C. Os resultados obtidos para ambos os carvões (CE 5900 e CE 4700) são discutidos em termos dos diversos fenômenos que ocorrem na interface carvão-solução-ligante e algumas considerações econômicas são apresentadas.

Desenvolvimento e implantação de Data Base Marketing para apoiar estratégia de gestão de fidelização de clientes em empresa administradora de consórcios

o ambiente econômico atual tem exigido empenho das empresas em conhecer, interagir, diferenciar e personalizar cada vez mais produtos e serviços para os clientes. Este cenário requer ferramentas e modelos de gestão para gerenciar as relações com os clientes, com o objetivo de permitir que a empresa consiga perceber e responder rapidamente a exigências dos consumidores. Este trabalho revisa conceitos de CRM (Customer Relationschip Management ou Gerenciamento das Relações com os Clientes) e descreve a implementação de ferramenta de gestão de relacionamento com clientes em empresa de consórcio. O desenvolvimento do trabalho reflete uma necessidade apontada no planejamento estratégico da empresa, sendo que ferramentas de tecnologia de informação e software de banco de dados foram usadas como suporte aos propósitos da gestão empresarial. Como resultado do trabalho, a empresa está hoje atuando com um sistema de Data Base Marketing, o qual foi criado para auxiliar os profissionais envolvidos no processo de atendimento e gestão de relacionamento com clientes. O Data Base Marketing esta sendo utilizado para coletar dados de atendimento a clientes, tais como históricos de atendimento, dados cadastrais, perfil demográfico, perfil psicográfico e categoria de valor dos clientes. Durante o processo de interação com clientes, o sistema facilita o trabalho dos especialistas e permite melhorar a qualidade do atendimento aos clientes, contemplando necessidades dos diversos especialistas da empresa em assuntos como vendas, qualidade em serviços, finanças e gestão empresarial.O processo começou pela constituição de um grupo de trabalho interno para discutir estratégias e cronograma de implantação. A primeira decisão do grupo foi pelo desenvolvimento interno do software visando atender plenamente o "core business" da empresa. O processo começou pela constituição de um grupo de trabalho interno para discutir estratégias e cronograma de implantação. A primeira decisão do grupo foi pelo desenvolvimento interno do software visando atender plenamente o "core business" da empresa. O projeto contou com o conhecimento do negócio dos profissionais da empresa e auxilio de especialistas e consultores externos. O detalhamento do projeto, bem como os passos da pesquisa-ação, está descrito no corpo da dissertação.