Innovation and internationalization of Latin American services

Innovation and internationalization in services are key drivers of structural transformation, productivity growth and overall economic performance in Latin America. The services sector accounts for two thirds of the region’s GDP and provides over 60% of its employment. These shares are higher than in other developing regions, but still lower than in countries with higher levels of per capita income. The spread of information and communication technologies in Latin America over the past three decades has vastly enhanced both the tradability of services and the sector’s propensity to innovate. Long considered unrelated processes, both internationalization and innovation are today widely recognized as key and complementary sources of firm-level competitiveness and human capital enhancement. The advent of many novel types of business and consumer services is furthermore a key factor in the rising insertion of Latin American firms in regional and global value chains and transnational production networks, which are now the predominant form of organization of international production and trade. This volume explores three different levels of interaction between internationalization and innovation in the services sector in Latin America. Part I analyses the role of services in manufacturing and other sectors’ global value chains from a theoretical perspective, drawing on the experiences of Brazil and Mexico. Part II reviews innovation and internationalization policies and their effects on the performance of the services sector. Part III presents a series of case studies on innovation and internationalization linkages in Brazil, Chile, Costa Rica and Mexico. The book concludes that, in order for Latin American countries and firms to upgrade into services value chains, public and private initiatives must generate a host of regional public goods —enhanced investment climates, supply of skills, greater access to finance, improved protection of intellectual property, better value appropriation, enhanced efforts at standardization and quality certification— to strengthen the links between innovation and internationalization.

Knowledge management and enterprise risk management implementation in financial services

This paper starts from the viewpoint that enterprise risk management is a specific application of knowledge in order to control deviations from strategic objectives, shareholders’ values and stakeholders’ relationships. This study is looking for insights into how the application of knowledge management processes can improve the implementation of enterprise risk management. This article presents the preliminary results of a survey on this topic carried out in the financial services sector, extending a previous pilot study that was in retail banking only. Five hypotheses about the relationship of knowledge management variables to the perceived value of ERM implementation were considered. The survey results show that the two people-related variables, perceived quality of communication among groups and perceived quality of knowledge sharing were positively associated with the perceived value of ERM implementation. However, the results did not support a positive association for the three variables more related to technology, namely network capacity for connecting people (which was marginally significant), risk management information system functionality and perceived integration of the information systems. Perceived quality of communication among groups appeared to be clearly the most significant of these five factors in affecting the perceived value of ERM implementation.

Capacity Management in Healthcare Services

The level of demand for healthcare services can fluctuate widely and this can place pressure on the capacity of service providers. This article examines some of the approaches used to influence the level of available capacity in the healthcare services sector. A number of strategies designed to flex capacity are discussed, including the development of flexible approaches to human resources; rapid responses to changes in demand; the use of self-service technology and self-care; and the use of temporary additional facilities.

Legal Framework for Cross-Regional Networks: The Case of Services and Migration

Paper prepared by Marion Panizzon and Charlotte Sieber-Gasser for the International Conference on the Political Economy of Liberalising Trade in Services, Hebrew University of Jerusalem, 14-15 June 2010 Recent literature has shed light on the economic potential of cross-border networks. These networks, consisting of expatriates and their acquaintances from abroad and at home, provide the basis for the creation of cross-border value added chains and therewith the means for turning brain drain into brain circulation. Both aspects are potentially valuable for economic growth in the developing world. Unilateral co-development policies operating through co-funding of expatriate business ventures, but also bilateral agreements liberalising circular migration for a limited set of per-sons testify to the increasing awareness of governments about the potential, which expatriate networks hold for economic growth in developing countries. Whereas such punctual efforts are valuable, viewed from a long term perspective, these top-down, government mandated Diaspora stimulation programs, will not replace, this paper argues, the market-driven liberalisation of infrastructure and other services in developing countries. Nor will they carry, in the case of circular labour migration, the political momentum to liberalise labour market admission for those non-nationals, who will eventually emerge as the future transnational entrepreneurs. It will take a combination of mode 4 and infrastructure services openings-cum regulation for countries at both sides of the spectrum to provide the basis and precondition for transnational business and entrepreneurial networks to emerge and translate into cross-border, value added production chains. Two key issues are of particular relevance in this context: (i) the services sector, especially in infrastructure, tends to suffer from inefficiencies, particularly in developing countries, and (ii) labour migration, a highly complex issue, still faces disproportionately rigid barriers despite well-documented global welfare gains. Both are hindrances for emerging markets to fully take advantage of the potential of these cross-border networks. Adapting the legal framework for enhancing the regulatory and institutional frameworks for services trade, especially in infrastructure services sectors (ISS) and labour migration could provide the incentives necessary for brain circulation and strengthen cross-border value added chains by lowering transaction costs. This paper analyses the shortfalls of the global legal framework – the shallow status quo of GATS commitments in ISS and mode 4 particular – in relation to stimulating brain circulation and the creation of cross-border value added chains in emerging markets. It highlights the necessity of adapting the legal framework, both on the global and the regional level, to stimulate broader and wider market access in the four key ISS sectors (telecommunications, transport, professional and financial services) in developing countries, as domestic supply capacity, global competitiveness and economic diversification in ISS sectors are necessary for mobilising expatriate re-turns, both physical and virtual. The paper argues that industrialised, labour receiving countries need to offer mode 4 market access to wider categories of persons, especially to students, graduate trainees and young professionals from abroad. Further-more, free trade in semi-finished products and mode 4 market access are crucial for the creation of cross-border value added chains across the developing world. Finally, the paper discusses on the basis of a case study on Jordan why the key features of trade agreements, which promote circular migration and the creation of cross-border value added chains, consist of trade liberalisation in services and liberal migration policies.

Tracks of Change - the changing value commitments of non-profit organisations

If nonprofit organisations are moving towards more market oriented ways of operating, is this changing the traditional meanings and value of commitments associated with their activities? This article discusses the findings of a research project conducted by the University of Queensland into the impact that changes in government policies are having on the community services sector, in particular disability services. The values and belief systems traditionally associated with the sector were found to be fundamentally unaltered.

Aplicação de ferramentas associadas à filosofia lean

A competitividade entre as empresas e a busca por modelos de gestão e organização cada vez mais eficientes, tem dominado a actualidade. A filosofia de gestão Lean vem dar resposta a essas necessidades de aumento dos níveis de competitividade e eficiência, através de uma mudança da cultura organizacional, que assenta na redução ou eliminação de desperdícios e na melhoria contínua dos processos de fabrico de bens ou do fornecimento de serviços. A gestão Lean é suportada e implementada pela aplicação de um conjunto de ferramentas correctamente seleccionadas e adaptadas ao contexto organizacional da empresa ou organização. A presente dissertação visa caracterizar as ferramentas mais comuns da filosofia Lean, tendo em consideração a sua aplicabilidade na indústria e no sector dos serviços. É igualmente abordada a forma de aplicação das ferramentas Lean de maneira a que não constituam um acto isolado que conduz seguramente ao fracasso da implementação Lean na organização. Por essa razão são discutidas algumas regras e critérios, com base na proposta de um método de aplicação das ferramentas Lean que evite erros cometidos no passado e que levaram ao insucesso da aplicação do Lean em algumas organizações. Recorreu-se a um estudo de caso do ramo dos serviços, cujos resultados permitiram verificar a aplicabilidade do método proposto na aplicação de ferramentas Lean ao ramo dos serviços. O estudo de caso revelou a existência de uma elevada percentagem de desperdícios no processo em análise e permitiu melhorar o funcionamento desses mesmos processos. As melhorias alcançadas foram realizadas com base na eliminação dos desperdícios, na resolução de problemas e consequente uniformização de processos que melhoraram a qualidade e eficiência do serviço prestado, evidenciando que a organização alvo do estudo se encontra no bom caminho para atingir com sucesso a alteração da cultura organizacional para a filosofia Lean.

Sistemas de incentivos e o mercado de trabalho

Dissertação de Mestrado em Ciências Económicas e Empresariais.

A divulgação através dos websites da responsabilidade social das 50 maiores empresas no ano de 2012 pela revista Exame

Mestrado em Contabilidade

Custeio baseado em atividades: concepção e implementação numa empresa de serviços

Trabalho de Projeto apresentado ao Instituto de Contabilidade e Administração do Porto para a obtenção do grau de Mestre em Contabilidade e Finanças, sob orientação de Paulino Manuel Leite da Silva

Implementação da filosofia Lean na gestão dos serviços de saúde: o caso português

Dissertação apresentada ao Instituto Politécnico do Porto para obtenção do Grau de Mestre em Gestão das Organizações, Ramo de Gestão de Empresas. Orientada por Prof. Dra. Maria Rosário Moreira e Prof. Dr. Paulo Sousa

Contributo da manutenção técnica de edifícios para a sustentabilidade

A manutenção, durante vários anos, traduziu-se num conceito paliativo de instalações e equipamentos, o que se veio a revelar como uma atitude negligente perante o Homem e o Ambiente. As preocupações ambientais estão na ordem do dia e têm sido muitas as vozes que se têm levantado para que o consumo de energia seja mais equilibrado e para que as emissões de CO2 diminuam de forma a preservar o Planeta. De acordo com a resolução do Conselho Europeu, em 2007 (1), foi apresentado um pacote de propostas que visam a sustentabilidade e estimulam a Eficiência Energética (EE), com o objectivo de reduzir os consumos energéticos dos edifícios, quer estes sejam novos ou reabilitados. Segundo a Direcção Geral de Energia e Geologia os edifícios são responsáveis por 60% dos consumos de energia eléctrica, consumo esse que pode ser reduzido em mais de 50%, através de medidas de EE, traduzindo-se numa redução de 400 milhões de toneladas de CO2 por ano. (2) Para além de medidas de EE, também as práticas de manutenção preventiva podem contribuir para a diminuição dos consumos energéticos e de emissões de CO2. Segundo o Institute for Building Efficiency práticas de manutenção preventiva em equipamentos de Aquecimento Ventilação e Ar Condicionado (AVAC) reduzem os consumos energéticos de 10 a 20% e, em contrapartida, a negligência na execução da manutenção pode aumentar os consumos energéticos de 30 a 60%. (3) Uma outra análise de valores a ter em conta, é a Intensidade Energética (IE). Leia-se IE como sendo o valor global da energia consumida num país a dividir pelo seu produto interno bruto. A contribuição do sector dos serviços para a IE nacional era de 17% no ano de 2005. (4) Se a estes dados acrescentarmos que 70% dessa energia é consumida por equipamentos AVAC (5) e que práticas de manutenção reduzem esses valores entre 10 a 20%, pode concluir-se que a redução de custos energéticos associada à manutenção preventiva é efectiva e significativa. Apresentando um cenário ideal e hipotético, se ao contributo do sector dos serviços, para a IE nacional, se isolar o valor referente a equipamentos de AVAC, obtem-se uma IE de aproximadamente 12%. Se adicionalmente se considerar uma taxa de redução, relativa à execução da manutenção, entre 10 e 20%, Portugal obteria uma IE, relativamente aos consumos energéticos em edificios de serviços, não de 17% mas sim entre 14,6% e 15,8%. Neste trabalho pretende-se comprovar que um plano de actividades de manutenção equilibrado, monitorizado, e gerido de forma eficaz e funcional, é uma ferramenta fundamental no cumprimento de objectivos e metas europeias traçadas, que se reúnem num objectivo comum de preservação do planeta. A adopção deste tipo de medidas contribuirá para a racionalização dos consumos energéticos e para o aumento da vida útil dos equipamentos, bem como para a melhoria do desempenho económico e financeiro das organizações, tal como se poderá ler mais à frente neste trabalho. Será também analisado um caso prático, verificando a eficácia das medidas tomadas durante as intervenções preventivas de manutenção, sendo que para isso será estudado o comportamento de um equipamento, antes e após a realização de tarefas de manutenção preventiva. Tentar-se-á, junto de gestores de edifícios, recolher a opinião que têm sobre a importância da manutenção. Ao longo de toda a pesquisa foi possível consolidar a hipótese formulada inicialmente no que concerne ao contributo da manutenção para a sustentabilidade, quer através da revisão da literatura, quer nos testes efectuados a equipamentos. Foi possível confirmar que um plano de manutenção ajustado, monitorizado e cumprido é uma ferramenta na diminuição dos consumos energéticos, aumento da vida útil de equipamentos e por sua vez na diminuição de emissões de CO2. Verificou-se também que o controlo de poluentes e ventilação adequada dos edifícios são uma ferramenta essencial para a qualidade do ar interior, parâmetros facilmente controlados nas actividades de manutenção. O contributo das opiniões recolhidas entre os gestores de edifícios, para este estudo, foi também bastante importante, uma vez que todos eles reconhecem o papel importante da manutenção, mas nem todos estão sensibilizados para o seu papel na sustentabilidade do planeta. Nesta dissertação é deixado um alerta: o crescimento da população mundial e a consequente utilização de recursos naturais que são finitos, não sendo controlado de uma forma sustentada, pode resultar na destruição de um planeta único. O papel negativo do Homem nas alterações climáticas é inequívoco e é necessário melhorar a sua relação com o Ambiente. Cada ser humano está inserido na sua comunidade e dentro dela tem a sua função, cabe a cada um exercer esta responsabilidade nas suas actividades do dia-a-dia.

Aplicação do paradigma Lean em processos clínicos do Centro Hospitalar do Alto Ave

Dissertação de mestrado em Engenharia Industrial

Estudi de l'evolució del sòl urbà a la Vall d'Àneu

Aquest treball té com a principal objectiu analitzar l’evolució del sòl urbà als pobles de la Vall d’Àneu, dins l’àmbit del Parc Natural de l’Alt Pirineu. La Vall d’Àneu, situada en el Pirineu axial català, està formda pels municipis de l’Alt Àneu, Espot, Esterri d’Àneu i La Guingueta d’Àneu, i amb un total de 24 poblacions, totes elles per sota la cota de 1500 m. A mitjans del segle passat, el conjunt de pobles de la Vall mostraven una homogeneïtat envers la seva grandaria i distribució, on l’alçada no era un factor determinant. En les darreres dècades, la Vall d’Àneu ha experimentat un creixement demogràfic i econòmic, basat en el sector serveis (estacions d’esquí, turisme rural, esports d’aventura, etc.). Aquest gir econòmic ha desencadenat un creixmenet de les poblacions, accentuat en els últims anys. Aquest no ha estat homogeni, sinó que s’ha focalitzat en determinades zones segons el període. Així, en els darrers anys, aquest creixement s’ha centrat en els pobles propers a les pistes d’esquí i segons les previsions del PTPAPiA per l’any 2026, la tendència seguirà sent la mateixa.

La perception de la productivité dans l'industrie hôtelière de luxe : le cas de la Suisse romande

La perception de la productivité SUMMARY The main objective of this thesis is the perception of the productivity in the luxury hospitality industry. Despite a lot of efforts which were already made in the field of the production of goods, this concept (productivity) still remains to be defined in the services sector, more still, in that of the luxury hospitality industry. Since the object of this study is the perception of productivity, we decided to analyze the elements considered to be relevant by the top management in this field. Then, it seemed important to evaluate these same elements for the categories of middle-management and by the in-line employees. As perception is not static, it is dependent in an indirect way on its improvement and however also with the means of improvement. The assumption of our work evokes the possible relationship between productivity and its perception (P), (Q) quality and profitability (R). On this basis we built the P-Q-R model: R=F(P,Q) Finally, our research on this model enabled us to establish a mathematical relation between the three predetermined elements: fR=fP+fQ+c That means that the function efficiency of a process of services -(fR) is the sum of its quality function (intrinsic and extrinsic)-(fP) and of its productivity function - fQ (and the constant of regression "c"). To increase the profitability of the most significant manner, it is necessary to increase at the same time the productivity and quality. On the other hand, according to this formula but also according to the perception of the managers, with a constant profitability, either the productivity decreases in favor of the increase in quality, or the reverse. If the dimensions of the model influence positively or negatively the production process of services, then those wí11 influence in same manner our model (P, Q, R). We advance a point of view saying that profitability depends on the labor productivity which follows same dynamics than the perception of the productivity. The identification of the labor productivity as an essential element of successful management of the hotel is fundamental. The question which always remains in suspense is however the relevance of the concept "labor productivity" for the luxury hospitality industry. It was not proven an obvious correlation between this notion and the one of profitability. We still remain at the stage of perception. It results that one interesting way of future research will be the study of this correlation. As in any kind of luxury industry, the real added value does not consist in the volume produced or in the speed with which the product/service is carried out but in the creativity involved in their results. Let us note that the field of luxury is extremely related to the emotions and to the experience provided to the customers. La perception de la productivité... RÉSUME L'objectif principal de cette thèse est la perception de la productivité dans l'hôtellerie de luxe. Malgré tous les efforts qui ont déjà été faits dans le domaine de la production de biens, ce concept (productivité) reste encore à définir dans le secteur des services, plus encore, dans celui de l'hôtellerie de luxe. Étant donné que l'objet de l'étude est la perception de la productivité, nous avons décidé d'analyser les éléments jugés pertinents par les cadres dirigeants dans ce domaine. Puis, il nous a semblé important d'évaluer ces mêmes éléments pour les catégories de cadres moyens et par les employés in-line. Comme la perception n'est pas statique, elle est liée d'une manière indirecte à son amélioration et cependant également aux moyens d'amélioration. L'hypothèse de notre travail évoque la possible relation entre la productivité et sa perception (P), la qualité (Q) et la rentabilité (R). Sur cette base nous avons construit le modèle P-Q-R de départ R=f(P,Q) Finalement, notre recherche sur ce modèle nous a permis d'établir une relation mathématique entre les trois construits prédéterminés: fR=fP+fQ+c Cela signifie que la fonction rentabilité d'un processus de services -(fR) est la somme de sa fonction qualité (intrinsèque et extrinsèque)-fP et de sa fonction productivité -fQ (plus la constante de régression « c ») Pour augmenter la rentabilité de la manière la plus significative, il faut augmenter en même temps la productivité et la qualité. En revanche, selon cette formule mais selon aussi la perception des managers, à une rentabilité constante, soit la productivité diminue en faveur de l'augmentation de la qualité, soit l'inverse. Si les dimensions du modèle influencent positivement ou négativement le processus de production de services, alors celles-ci vont influencer de la même manière les construits de notre modèle (P, Q, R). Nous avançons un point de vue disant que la rentabilité dépend de la productivité du travail qui suit la même dynamique que la perception de la productivité. L'identification de la productivité du travail comme élément essentiel de gestion réussie de l'hôtel s'avère fondamentale. La question qui reste toujours en suspens est pourtant la pertinence de la notion «productivité du travail » pour l'industrie hôtelière de luxe. Il n'a pas été prouvé une corrélation évidente entre cette notion et celle de la profitabilité. Nous restons donc ici encore au stade de perception. Il en résulte que l'une des voies les plus intéressantes de recherche future sera l'étude de cette corrélation. Comme dans toute industrie de luxe, la vraie valeur ajoutée ne consiste pas toujours dans le volume produit, ni dans la vitesse avec laquelle le produit/service est réalisé, mais parfois dans la créativité emmagasinée dans ces résultats. Notons que le domaine de luxe est extrêmement lié aux émotions et à l'expérience fournie aux clients.

Immigration, family responsibilities and the labor supply of skilled native women

This paper investigates the effects of Spain s large recent immigration wave on thelabor supply of highly skilled native women. We hypothesize that female immigration led to an increase in the supply of affordable household services, such as housekeeping and child or elderly care. As a result, i) native females with high earnings potential were able to increase their labor supply, and ii) the effects were larger on skilled women whose labor supply was heavily constrained by family responsibilities. Our evidence indicates that over the last decade immigration led to an important expansion in the size of the household services sector and to an increase in the labor supply of women in high-earning occupations (of about 2 hours per week). We also find that immigration allowed skilled native women to return to work sooner after childbirth, to stay in the workforce longer when having elderly dependents in the household, and to postpone retirement. Methodologically, we show that the availability of even limited Registry data makes it feasible to conduct the analysis using quarterly household survey data, as opposed to having to rely on the decennial Census.