Asiakaslähtöisen palveluliiketoiminnan johtaminen yritysverkostossa

Tässä pro gradu -tutkimuksessa tarkastellaan asiakkuuksien johtamista johtamisoppina ja erilaisten asiakassuhteen ulottuuvuksien merkitystä asiakkaan arvonluomiselle. Teoriaosuudessa tunnistettuja elementtejä peilataan empiria osuuden havaintoihin. Yhteenvedossa on tunnistettu keskeisimmät kehityskohteet, jotka asiakkuuksien johtamisen teoriamalleista sekä käytännöistä ulkopuolisten kumppaneiden kanssa, olisi sovellettavissa asiakkuuksien johtamiseen yritysverkoston sisällä. Tutkimuksen empiirinen osuus toteutettiin kvalitatiivisena tutkimuksena ja aineisto kerättiin puolistuktruoitujen teemahaastattelujen avulla. Haastatteluaineisto analysoitiin luokittelemalla havainnot kirjallisuustutkimuksessa tunnistettuihin teemoihin sekä teemarungon ulkopuolelta merkittävästi esiin nousseisiin seikkoihin. Tutkimustulokset tukivat kirjallisuudessa esitettyä näkemystä siitä, että keskeisiä asiakassuhteen arvoa lisääviä tekijöitä ovat säännöllinen vuorovaikutus, molemminpuolinen luottamus, vastavuoroisuus, proaktiivisuus ja asiakkaan tarpeita ja odotuksia vastaava palvelutarjooma. Aidosti asiakaslähtöinen toimintatapa vaatii, että koko yrityksen organisaatio ja sen osaamisalueet, prosessit, tarjoomat sekä ansaintalogiikka on viritetty tukemaan asiakkaan tapaa tuottaa arvoa itselleen.

Grassroots Charity in China: Case Analysis of a Charity Project Organised by Jane Zhang Fan Club

As unregistered grassroots charities do not appear in official statistics in China, they tend to remain unnoticed by scholars. Also as they operate unofficially and avoid publicity, their work is usually not reported by the media. In this research I explore the grassroots charity activity of one pop music fan club from the viewpoint of trust as a sociological concept. I will also establish the general situation on charity in China. By using textual analysis on internet blogs and discussion forums I map the charity project from the discussion of the original idea to the execution and follow up phase. I study the roles the fan club members assume during the project as anonymous participants of internet conversations, as well as concrete active charity volunteers outside of the virtual world. I establish parties, other than the fan club, which are involved in the charity project. Interviews with one of the participant of the project in 2010, 2014 and 2015 bring valuable additional information and help in distributing the questionnaire survey. A quantitative questionnaire survey was distributed among the fan club members to get more detailed information on the motives and attitudes towards official and unofficial charity in China. Because of the inequality in China, the rural minority areas do not have similar educational opportunities as the mostly majority inhabited urban areas, even though the country officially has a nine year compulsory education. Grassroots charities can operate in relative freedom taking some of the government’s burden of social responsibilities if they are not criticizing the authorities. The problem with grassroots charity seems to be lack of sustainability. The lack of trust for authorities and official charities was the reason why the Jane Zhang fan club decided to conduct a charity case unofficially. As a group of people previously unknown to each other, they managed to build mutual trust to carry out the project transparently and successfully, though not sustainably. The internet has provided a new and effective platform for unofficial grassroots charities, who choose not to co-operate with official organisations. On grassroots level charities can have the transparency and trust that lack from official charities. I suggest, that interviewing the real persons behind the internet aliases and finding out what happened outside the discussion forums, would bring a more detailed and outspoken description of the project concerning of the contacts with the local authorities. Also travelling to the site and communicating with the local people in the village would establish how they have experienced the project.

Souplesse et méfiance de la coopération policière transnationale

Même si la coopération policière transnationale est l’objet ces dernières années d’un engouement souvent attribué à des vertus d’efficacité, il reste que relativement peu d’informations sont disponibles sur le processus en lui-même. L’objectif général de la thèse était de fournir une analyse englobant à la fois les préoccupations des autorités politiques et celles des acteurs judiciaires et policiers. Ces acteurs occupent tous des rôles nécessaires dans le système de la coopération policière transnationale, mais outre cette constatation, les études à leur sujet ne se recoupent pas véritablement. C’est donc dire que, d’une part, les études sur les acteurs politiques se concentrent sur les décisions prises par ceux-ci, sur l’élaboration de concepts et sur la signature de conventions. D’autre part, les études sur les acteurs policiers et judiciaires mettent l’accent sur le déroulement quotidien des activités policières transnationales et sur ce qui s’ensuit, c’est-à-dire les procédures judiciaires. À l’aide de concepts tels que la discrétion et la souplesse, la familiarité, la confiance, la méfiance, le scepticisme et l’évitement, nous tentons de rallier les récents concepts de reconnaissance mutuelle et de confiance mutuelle avec ce qui se passe effectivement dans le monde opérationnel. La thèse, qui s’intéresse principalement à la coopération policière transnationale en matière de trafic de drogues, s’appuie sur deux types de données. Tout d’abord, des entrevues qualitatives semi-dirigées ont été menées auprès de 21 policiers et procureurs. Ensuite, une analyse documentaire a été effectuée sur des documents canadiens, soit les sept jurisprudences sur l’extranéité et un guide rédigé par un procureur à l’intention des enquêteurs œuvrant dans les enquêtes. Nous allons présenter rapidement les résultats les plus importants de la thèse. Dans le premier chapitre, il a été question de deux niveaux de structures de pouvoir, qui n’évoluent pas en vases clos, mais qui s’influencent mutuellement. C’est dire que le levier d’influence des acteurs étatiques sur les acteurs du policing transnational peut être relativement puissant, mais que des parades peuvent toujours être utilisées par les policiers dans des cas spécifiques. Nadelmann (1993) avait raison lorsqu’il a soutenu qu’une norme adoptée au niveau transnational n’est pas nécessairement utile à la réalisation des objectifs communs des États, c’est-à-dire l’immobilisation des criminels. La norme est le produit d’une négociation politique et d’un jeu de pouvoir. Au final, elle n’influe pas énormément sur les décisions prises par les policiers dans les enquêtes à composantes transnationales. Au mieux, elle est un guide de règles à ne pas violer ouvertement et impunément. De plus, alors que les pays et les organisations utilisent un système de récompense, d’incitatifs ou de menace de sanctions pour favoriser la coopération policière transnationale en vu d’une participation à une enquête à composantes transnationales, les individus qui travaillent dans les enquêtes à composantes transnationales utilisent la familiarité et valorisent la confiance comme moyen pour établir et maintenir des liens. Ces individus ne peuvent pas s’obliger entre eux, alors qu’il existe la possibilité d’imposer des sanctions réelles entre acteurs étatiques. Il s’agit donc de deux niveaux d’analyse, dans lesquelles la configuration des relations est différente. Dans le deuxième chapitre d’analyse, nous avons examiné les jurisprudences canadiennes et le guide d’un procureur à l’intention des policiers, ce qui nous a amené à constater la discrétion laissée par les agents judiciaires aux policiers travaillant au sein d’enquêtes à composantes transnationales. En fait, nous avons trouvé que les agents judiciaires sont conscients des difficultés des enquêtes à composantes transnationales et qu’ils sont plus flexibles dans ces cas que dans les enquêtes nationales. Le troisième chapitre d’analyse a montré que de nombreux moyens sont à la disposition des agents de l’enquête, et qu’une certaine logique sous-tendait les choix des policiers. Plus particulièrement, c’est la gestion des incertitudes, la nature de l’information et son utilisation envisagée qui importe pour les agents de l’enquête à composantes transnationale. Finalement, le dernier chapitre d’analyse illustre les différents types de relations entretenues entre agents de l’enquête. Nous avons trouvé que le scepticisme est prépondérant mais que la coopération demeure le plus souvent possible, lorsque les acteurs ont des intérêts en commun. Une certaine familiarité entre les acteurs est nécessaire, mais la confiance n’est pas toujours essentielle à la mise en œuvre des activités policières transnationales. En fait, cela dépend du niveau d’échanges nécessaires et du contexte. Gambetta (1988) avait d’ailleurs montré qu’une structure sociale relativement stable puisse se maintenir dans un contexte généralisé de méfiance.

Upplevelser av stöd från diabetessjuksköterskan hos personer med diabetes typ 1 : – Sekundäranalys av en kvalitativ intervjustudie

Introduction: Type 1 diabetes is a chronic disease that affects the individual in everyday life. The diabetes team sets the treatment goals together with the patient aiming for a good quality of life and to prevent complications. The diabetes nurse should include in-depth knowledge of the daily life of people with diabetes, and have respect for the individual's choices and life situation. Aim: To describe how people with type 1 diabetes experience the support from the diabetes nurse. Method: A qualitative content analysis with an inductive approach has been used. A secondary analysis including semi-structured interviews with 15 adults (> 18 years) with type 1 diabetes was conducted. Result: The result was summarized with an overall theme "At the clinic - experience of the support offered" describes how people experience the support from their diabetes nurse. The theme constituted three categories "Access to the diabetes nurse", "The diabetes nurse - a source of information and knowledge that might need to be complemented with the support from other professionals" and,"Mutual trust - the patient's experience of the district nurse as a discussion partner and support". Conclusion: The results showed that the accessibility to diabetes nurses was experienced as good. It was simple and easy to make contact. The diabetes nurses were experienced to be engaged and provide good support to the patients. A good dialogue with the diabetes nurse and commitment from the diabetes nurse were mentioned as important factors that made the visits to be experienced as good and important. There were requests for greater access and expanded opportunities for help from counselors, as well as an increased focus on how the person is feeling.

Homem e risco: do oráculo à lei Sarbanes-Oxley

O presente trabalho aborda a relação histórica entre o Homem e o Risco, com ênfase nas relações contemporâneas, passando pela Ética Empresarial e pela Governança Corporativa, que têm por objetivo disciplinar as relações do capital com base nos princípios de eqüidade, transparência e prestação de contas, além do respeito às leis, regulamentos, normas, tanto formais quanto informais ou de mercado, e os aspectos éticos intrínsecos e culminando com a Lei Sarbanes-Oxley. Mais do que aproximar o investimento da produção, esse conjunto alicerça a confiança mútua, tornando-se arena de negócios entre atraídos e atraentes, ou seja, investidores e empresas. Estabelece, também, uma oportunidade para as empresas aumentarem suas origens por ação direta do patrimônio líquido, não implicando, portanto, em ônus dissociado do retorno, premiando, sob vários enfoques, a rentabilidade com responsabilidade social e percepção dos outros públicos inerentes ao negócio - stakeholders.

Executivo e legislativo no âmbito municipal: a formação de gabinetes no município de São Paulo (1989-2012)

O desenho político-institucional dos municípios brasileiros segue a lógica da esfera federal. Tal sistema tem por características gerais o termo de duração fixa e próprio, tanto para o Executivo quanto para o Legislativo, ou seja, ambos são eleitos diretamente – eleições majoritárias e proporcionais, respectivamente – sem estarem sujeitos à confiança mútua como no sistema parlamentarista. Dada a separação de poderes e o conflito que a literatura ressalta no âmbito federal entre Legislativo e Executivo, o estudo examina a estrutura da dinâmica dessa relação no âmbito municipal. Nesse sentido, o escopo tange as estratégias adotadas na formação dos gabinetes no município de São Paulo de 1989 a 2012, ou seja, contempla 6 (seis) diferentes gestões paulistanas. Para isso foi investigado o perfil político-partidário do secretariado e a correspondência em termos de cadeiras no Legislativo paulistano, bem como os resultados acerca da aprovação de proposituras de iniciativa do Executivo. Os resultados encontrados destacam que a distribuição de pastas não acarreta em um suporte da maioria do parlamento, como no caso federal. Entretanto, apesar da ausência desse apoio, praticamente todos os projetos do Executivo que chegaram ao Plenário foram aprovados. Assim, o estudo aponta que o compartilhamento de poder através da nomeação de secretários partidários é uma ferramenta importante do Executivo, porém pode não ser a única garantidora de uma coalizão majoritária que explique o sucesso legislativo do prefeito.

A competência essencial do BOPE: uma análise exploratória

Este trabalho de pesquisa tem como objetivo identificar os fatores críticos determinantes para a construção da competência essencial do BOPE, o Batalhão de Operações Policiais Especiais da Polícia Militar do Estado do Rio de Janeiro, uma equipe de alto desempenho com forte autonomia atuando em cenários de alta incerteza. Apresentamos os resultados de um estudo realizado nesta unidade. Conduzimos a pesquisa utilizando métodos qualitativos, com historiografia oral, através de entrevistas em profundidade. Nossos resultados apontam para fatores como liderança, seleção, treinamento, confiança mútua e baixo distanciamento de poder, como críticos e explicativos na construção da competência essencial do BOPE.

A influência do estilo de liderança na construção de relações de confiança em uma instituição financeira

A turbulência dos mercados globais, o acirramento da concorrência, a velocidade das mudanças, a complexidade e a incerteza do cenário político, econômico e social trazem incessantes desafios para as organizações, que buscam responder a esses movimentos dinâmicos com a celeridade necessária, a fim de obter vantagem competitiva e assegurar a sustentabilidade dos negócios. Nessa perspectiva, a liderança tem um papel fundamental por ser capaz de mobilizar e orientar a força de trabalho para o cumprimento das metas organizacionais, uma vez que o líder pode influenciar positivamente e inspirar pessoas a dar o melhor de si em benefício da organização. O engajamento, a motivação e a cooperação que propiciam essa entrega pessoal ocorrem a partir da percepção dos liderados a respeito do comportamento do líder exemplar, o que remete à construção de vínculos de confiança. Em função disso, este trabalho teve como objetivo identificar o estilo de liderança prevalecente em uma unidade de uma instituição financeira, bem como avaliar se este estilo propicia a construção de relações de confiança entre líder e liderados. Para tanto, inicialmente foi realizado um levantamento bibliográfico sobre os temas liderança e confiança. Na sequência, foram aplicados os questionários Multifactor Leadership Questionnaire (MLQ) e Behavioral Trust Inventory (BTI) e realizadas entrevistas, a fim de obter os dados para análise. Como resultado da pesquisa concluiu-se que prevalece na unidade estudada um estilo com traços da liderança transformacional e da liderança transacional recompensa contingente. Ficou evidenciado que esse estilo de liderança constrói vínculos de confiança mútua, demonstrando que as ações do líder fomentam o reconhecimento de sua credibilidade e auxiliam na solução de dilemas de gestão, possibilitando a cooperação espontânea para o alcance dos objetivos estratégicos da instituição.

Fostering economic policy coordination in Latin America: the REDIMA approach to escaping the prisoner's dilemma

Includes bibliography

Poverty and Mental Health. Tangible and Intangible Aspects of Microcredit

Microcredit, a small lending system, invests on an individual's creativity by stimulating the development of their own potential. This process leads to the attainment of various objectives which in turn allow individuals to develop their skill awareness. Consequently, this process also increases an individual’s self-esteem and self-confidence. These factors play an important role in the aetiology of a number of mental disorders. Namely, those characterized by a series of psychological conditions which impede the full development of a person’s personal, relational and social sphere. Furthermore, since Microcredit is thought to produce tangible goods, such as income, and intangible goods, such as self-esteem and mutual trust, it could also represent an innovative socio-economic tool. We therefore also hypothesize that, Microcredit would be valuable in maximizing abilities/skills in those subjects who are financially excluded and rarely perceived as a ‘resource’ for the Community The longitudinal study set the impact of the Grameen Bank microcredit program on new borrowers women from Noakhali District at the south Bangladesh. The impact evaluation assessment has been structured to detect individual, family and social changes. Manova Analysis allowed distinguishing from women with positive or negative outcomes related to the loan performance. Data revealed consistent differences in terms of economical outcomes and psychological well being amongst the groups of subject analyzed. The data gathered in relation to the changes arisen in the individuals should be looked into through future, continuous and systematic, monitoring.

La dimensione esterna della politica migratoria dell'UE

Conformemente ai trattati, l'UE sviluppa una politica comune in materia di asilo, immigrazione e controllo delle frontiere esterne, fondata sulla solidarietà e sul rispetto dei diritti fondamentali e, a tal fine, avvia relazioni strategiche con i Paesi terzi e le Organizzazioni internazionali. Un fenomeno “senza frontiere”, quale quello migratorio, esige del resto un'azione coerente e coordinata sia sul piano interno sia su quello esterno. La messa in atto di quest'ultima, tuttavia, si scontra con difficoltà di rilievo. Innanzitutto, l'UE e i suoi Stati membri devono creare i presupposti per l'avvio della collaborazione internazionale, vale a dire stimolare la fiducia reciproca con i Paesi terzi, rafforzando la propria credibilità internazionale. A tal fine, le istituzioni, gli organi e gli organismi dell'UE e gli Stati membri devono impegnarsi a fornire un modello coerente di promozione dei valori fondanti, quali la solidarietà e il rispetto dei diritti fondamentali, nonché a coordinare le proprie iniziative, per individuare, insieme ai Paesi terzi e alle Organizzazioni internazionali, una strategia d'azione comune. In secondo luogo, l'UE e gli Stati membri devono adottare soluzioni volte a promuovere l'efficacia della collaborazione internazionale e, più precisamente, assicurare che la competenza esterna sia esercitata dal livello di governo in grado di apportare il valore aggiunto e utilizzare la forma collaborativa di volta in volta più adeguata alla realizzazione degli obiettivi previsti. In definitiva, l'azione esterna dell'UE in materia di politica migratoria necessita di una strategia coerente e flessibile. Se oggi la coerenza è garantita dalla giustiziabilità dei principi di solidarietà, di rispetto dei diritti fondamentali e, giustappunto, di coerenza, la flessibilità si traduce nel criterio del valore aggiunto che, letto in combinato disposto con il principio di leale cooperazione, si pone al centro del nuovo modello partenariale proposto dall'approccio globale, potenzialmente idoneo a garantire la gestione efficace del fenomeno migratorio.

Il principio di proporzionalità nella disciplina del mandato d'arresto europeo

Il presente lavoro affronta un tema di particolare attualità nella applicazione del mandato d’arresto europeo. Pensate per il contrasto alle forme più gravi di criminalità, le procedure di consegna hanno trovato sempre più spesso applicazione per vicende criminose di scarsa offensività, determinando conseguenze gravi sui diritti fondamentali degli individui coinvolti e mettendo a rischio la reciproca fiducia tra gli Stati membri nello spazio di libertà, sicurezza e giustizia. Ciò ha imposto alle istituzioni europee di richiamare gli Stati membri al rispetto del principio di proporzionalità, quale principio generale del diritto europeo. Il presente studio analizza i presupposti e le modalità di applicazione di tale principio, alla luce del nuovo assetto impresso all’Unione dal Trattato di Lisbona e nella prospettiva dei diritti fondamentali. In particolare, esso si sofferma sul ruolo da attribuire, rispetto allo specifico tema, alla Carta dei diritti fondamentali dell’Unione ed all’art. 52 par. 1 in essa previsto, ove emerge la valenza costituzionale del principio di proporzionalità.

The Role of the Family in Shaping Self-Concept and Cognitive Styles in Hungary

The project studied the perception of parenting styles and their relation to self-development, cognitive styles, and individualisation in adolescence. Typical parenting styles of mothers and fathers were studied in five different maternal and paternal parenting backgrounds: warm authoritarian, warm democratic, cold neglectful, cold authoritarian, and neutral. Perception of different styles of parenting (for fathers: authority, 'maintaining distance' behaviour, reciprocity, enhancing self-reliance; for mothers: authority, unpredictable behaviour, mutual trust, achievement orientation, and enhancing self-reliance) were analysed in each group using the newly developed Hungarian Parenting Questionnaire (Sallay & Munnich, 1999). This questionnaire has a theoretical basis in the ideas of Harvey (1966, 1967), where the socialisation process is combined with self-development. This categorisation of paternal and maternal parenting backgrounds enabled Sallay to explore and describe in detail how diverse parenting styles contribute to self-development, the development of cognitive complexity, and individualisation. The results show that diverse parenting by mothers and fathers produces differing impacts in nuclear and divorced families and for males and females, taking into consideration such self-components as physical, active, psychological (capabilities, personality, emotions, roles, preferences), social and reflective selves. Cognitive self-complexity varied according to parenting styles and genders: maternal and paternal parenting proved to have the most significant impact on self-complexity in a warm, democratic family. With respect to individualistic tendencies, adolescent boys were most individualistic in a cold, neglectful paternal background in nuclear families as compared to other paternal and maternal family backgrounds and to females.

Envisioning sustainable water futures in a transdisciplinary learning process: combining normative, explorative, and participatory scenario approaches

Competing water demands for household consumption as well as the production of food, energy, and other uses pose challenges for water supply and sustainable development in many parts of the world. Designing creative strategies and learning processes for sustainable water governance is thus of prime importance. While this need is uncontested, suitable approaches still have to be found. In this article we present and evaluate a conceptual approach to scenario building aimed at transdisciplinary learning for sustainable water governance. The approach combines normative, explorative, and participatory scenario elements. This combination allows for adequate consideration of stakeholders’ and scientists’ systems, target, and transformation knowledge. Application of the approach in the MontanAqua project in the Swiss Alps confirmed its high potential for co-producing new knowledge and establishing a meaningful and deliberative dialogue between all actors involved. The iterative and combined approach ensured that stakeholders’ knowledge was adequately captured, fed into scientific analysis, and brought back to stakeholders in several cycles, thereby facilitating learning and co-production of new knowledge relevant for both stakeholders and scientists. However, the approach also revealed a number of constraints, including the enormous flexibility required of stakeholders and scientists in order for them to truly engage in the co-production of new knowledge. Overall, the study showed that shifts from strategic to communicative action are possible in an environment of mutual trust. This ultimately depends on creating conditions of interaction that place scientists’ and stakeholders’ knowledge on an equal footing.

What women want: a qualitative study about postnatal midwifery care at home

In Switzerland, decreases in regular hospital treatment after birth are leading increasingly to mother and child being cared for at home by independent midwives. The research herein was carried out in order to understand the needs of mothers in their home once they leave the hospital and what this midwife provided care consists of. In 2008, eight women from central Switzerland were interviewed on two separate occasions after the birth of their child, and the interviews were analysed using content analysing techniques. Mothers explained that they wanted their baby and themselves to be well cared for. They needed rest and support for recuperation and wished to spend quality time with their new family. The midwifes assisted the mothers to fulfil their needs by counselling, by instructing and by giving information, but they rarely encouraged them to be together as a family. The relationship between midwife and mother turned out to be an important support. Mothers were satisfied if mutual trust was built and if the midwife perceived their needs, respected their autonomy and took the time to be with them. Midwives contribute to the basic well-being of families and support women with medical expertise and ongoing care. Furthermore families need support in general household issues so that new mothers can recover sufficiently.