Business To Business (B2B) Service Processes: An Approach To Customer Complaint Process Evaluation Towards Service Excellence

Trabalho de Dissertação que identifica as decisões estratégicas relacionadas com a estrutura de gestão de serviços, no contexto de tratamento de reclamações. Os temas de recuperação de serviços e gestão de reclamações são discutidos e são listadas as melhores práticas com o objetivo de prover qualidade de serviço excelente. Este trabalho apresenta uma revisão da literatura sobre gestão de serviços e sua estratégia, e sobre valor aos clientes e sua satisfação. Qualidade de Serviço, Recuperação de Serviço e Gestão de Reclamações são revistos, também para contextualizar o processo de tratamento de reclamações de uma empresa do ramo industrial em ambiente de negócios entre empresas (business to business), cujos dados foram utilizados para construção do modelo de simulação de um processo de tratamento de reclamações. Os resultados desta simulação, junto com o suporte de um questionário sobre tratamento de reclamações, proveram pontos de reflexão e recomendações sobre desenho da estrutura de serviços e de seu desempenho, voltados para a satisfação dos clientes.

Business support networks for social businesses: a study of the Brazilian ecosystem

Negócios sociais, empresas autossuficientes com objetivos principalmente sociais estão a surgir e a mudar o cenário económico mundial. No Brasil, o campo de Empreendedorismo Social promete ajudar a resolver os vários problemas sociais do país, mas tal promessa depende do desenvolvimento de um ecossistema de suporte. No entanto, a pesquisa desenvolvida no tópico ainda é limitada, especialmente quando considerando pesquisa em contextos macro como estruturas de suporte ao negócio. O presente estudo explora o ecossistema de suporte aos negócios sociais no Brasil, oferecendo uma análise qualitativa preliminar da eficácia da rede de suporte existente para os negócios sociais, de acordo com as perceções de empreendedores sociais e prestadores de suporte. O estudo é desenvolvido baseando-se no modelo conceptual de Turrini et al. (2010) sobre os determinantes de eficácia de redes a fim de facilitar a captura de padrões. Desta forma, cada variável de eficácia de redes é desenvolvida no contexto da presente investigação e as principais conclusões relativas ao ecossistema de suporte para negócios sociais no Brasil são destacadas. Os resultados sugerem um rápido crescimento da disponibilidade de suporte para negócios sociais, mas indicam que estes serviços ainda são em número limitado e concentrados no Sudeste do país. Adicionalmente, os serviços de suporte são percecionados pelos empreendedores sociais como serviços de alta qualidade e embora se observe um sentimento generalizado de que a colaboração entre organizações de suporte tem sido importante para a construção do campo, os resultados indicam que um maior nível de interação e formalização entre prestadores de suporte levaria a maiores níveis de criação de sinergias e potenciaria a construção do ecossistema. Por último, é observado um sentimento generalizado de que o crescente nível de recursos financeiros, consciência pública e apoio do governo ao campo impactarão positivamente o desenvolvimento do ecossistema.

An evaluation of the Business Model Canvas by technology-oriented startups in Brazil : a qualitative study about the usage of the tool by Brazilian entrepreneurs

The following paper was conducted with the support of several entrepreneurs and startups from Brazil. The aim of the research was to find out which impact the Business Model Canvas, further abbreviated as BMC, has on technology-oriented startups in Brazil. The first step of the study was identify some general concepts of entrepreneurship, as well as the conditions and environment of the country. Afterwards, it was focused on defining and comparing different business model tools and concepts to the BMC. After the literature review and meeting with several professionals in the area of entrepreneurship and startups, a questionnaire was formulated in order to conduct the qualitative study and identify the main impact of the tool. The questionnaire was answered by ten startups. In order to check the validity and credibility of the research outcomes, theory and investigator triangulation was used. As a result, the usage of the BMC could be evaluated by obtaining the outcomes and the theory, which showed that Brazilian tech startups are using Osterwalder’s model for the reason of idea creation and testing, validating and pivoting their business model. Interestingly, the research revealed that the entrepreneurs are using the tool often not in the traditional way of printing it, but rather applying it as a thinking approach. Besides, the entrepreneurs are focusing mostly on developing a strong Value Proposition, Customer Segment and sustainable Revenue Streams, while afterwards the remaining building blocks are built. Moreover, the research showed that the startups are using also other concepts, such as the Customer Development Process or Build-Measure-Learn Feedback Loop. These methodologies are often applied together with the BMC and helps to identify the most sustainable components of the business idea. Keywords: Business

Multilayer optimization in radio resource allocation for the packet transmission in wireless networks

In the last decade mobile wireless communications have witnessed an explosive growth in the user’s penetration rate and their widespread deployment around the globe. It is expected that this tendency will continue to increase with the convergence of fixed Internet wired networks with mobile ones and with the evolution to the full IP architecture paradigm. Therefore mobile wireless communications will be of paramount importance on the development of the information society of the near future. In particular a research topic of particular relevance in telecommunications nowadays is related to the design and implementation of mobile communication systems of 4th generation. 4G networks will be characterized by the support of multiple radio access technologies in a core network fully compliant with the Internet Protocol (all IP paradigm). Such networks will sustain the stringent quality of service (QoS) requirements and the expected high data rates from the type of multimedia applications to be available in the near future. The approach followed in the design and implementation of the mobile wireless networks of current generation (2G and 3G) has been the stratification of the architecture into a communication protocol model composed by a set of layers, in which each one encompasses some set of functionalities. In such protocol layered model, communications is only allowed between adjacent layers and through specific interface service points. This modular concept eases the implementation of new functionalities as the behaviour of each layer in the protocol stack is not affected by the others. However, the fact that lower layers in the protocol stack model do not utilize information available from upper layers, and vice versa, downgrades the performance achieved. This is particularly relevant if multiple antenna systems, in a MIMO (Multiple Input Multiple Output) configuration, are implemented. MIMO schemes introduce another degree of freedom for radio resource allocation: the space domain. Contrary to the time and frequency domains, radio resources mapped into the spatial domain cannot be assumed as completely orthogonal, due to the amount of interference resulting from users transmitting in the same frequency sub-channel and/or time slots but in different spatial beams. Therefore, the availability of information regarding the state of radio resources, from lower to upper layers, is of fundamental importance in the prosecution of the levels of QoS expected from those multimedia applications. In order to match applications requirements and the constraints of the mobile radio channel, in the last few years researches have proposed a new paradigm for the layered architecture for communications: the cross-layer design framework. In a general way, the cross-layer design paradigm refers to a protocol design in which the dependence between protocol layers is actively exploited, by breaking out the stringent rules which restrict the communication only between adjacent layers in the original reference model, and allowing direct interaction among different layers of the stack. An efficient management of the set of available radio resources demand for the implementation of efficient and low complexity packet schedulers which prioritize user’s transmissions according to inputs provided from lower as well as upper layers in the protocol stack, fully compliant with the cross-layer design paradigm. Specifically, efficiently designed packet schedulers for 4G networks should result in the maximization of the capacity available, through the consideration of the limitations imposed by the mobile radio channel and comply with the set of QoS requirements from the application layer. IEEE 802.16e standard, also named as Mobile WiMAX, seems to comply with the specifications of 4G mobile networks. The scalable architecture, low cost implementation and high data throughput, enable efficient data multiplexing and low data latency, which are attributes essential to enable broadband data services. Also, the connection oriented approach of Its medium access layer is fully compliant with the quality of service demands from such applications. Therefore, Mobile WiMAX seems to be a promising 4G mobile wireless networks candidate. In this thesis it is proposed the investigation, design and implementation of packet scheduling algorithms for the efficient management of the set of available radio resources, in time, frequency and spatial domains of the Mobile WiMAX networks. The proposed algorithms combine input metrics from physical layer and QoS requirements from upper layers, according to the crosslayer design paradigm. Proposed schedulers are evaluated by means of system level simulations, conducted in a system level simulation platform implementing the physical and medium access control layers of the IEEE802.16e standard.

Quality of service control for rt-VBR connections in ATM networks

Nowadays, networks must support applications such as: distance learning, electronic commerce, access to Internet, Intranets and Extranets, voice over IP (Internet Protocol) and many others. These new applications, employing data, voice, and video traffic, require high bandwidth and Quality of Service (QoS). The ATM (Asynchronous Transfer Mode) technology, together with dynamic resource allocation methods, offers network connections that guarantee QoS parameters, such as minimum losses and delays. This paper presents a system that uses Network Management Functions together with dynamic resource allocation for provision of the end-to-end QoS parameters for rt-VBR connections.

On the efficiency of an alternative codification for multiobjective service restoration in electric distribution networks

This paper proposes an alternative codification to solve the service restoration in electric power distribution networks using a SPEA2 multiobjective evolutionary algorithm, assuming the minimization of both the load not supplied and the number of switching operations involved in the restoration plan. Constrains as the line, power source and voltage drop limits in order to avoid the activation of protective devices are all included in the proposed algorithm. Experimental results have shown the convenience on considering these new representations in the sense of feasibility maintenance and also in the sense of better approximation to the Pareto set. ©2009 IEEE.

Business development service centres in Italy. An empirical analysis of three regional experiences: Emilia Romagna, Lombardia y Veneto

Includes bibliography

Wireless mesh networks planning based on parameters of quality of service

The use of QoS parameters to evaluate the quality of service in a mesh network is essential mainly when providing multimedia services. This paper proposes an algorithm for planning wireless mesh networks in order to satisfy some QoS parameters, given a set of test points (TPs) and potential access points (APs). Examples of QoS parameters include: probability of packet loss and mean delay in responding to a request. The proposed algorithm uses a Mathematical Programming model to determine an adequate topology for the network and Monte Carlo simulation to verify whether the QoS parameters are being satisfied. The results obtained show that the proposed algorithm is able to find satisfactory solutions.

An approach to mitigate denial of service attacks in ieee 802.11 networks

Wireless networks are widely deployed and have many uses, for example in critical embedded systems. The applications of this kind of network meets the common needs of most embedded systems and addressing the particularities of each scenario, such as limitations of computing resources and energy supply. Problems such as denial of service attacks are common place and cause great inconvenience. Thus, this study presents simulations of denial of service attacks on 802.11 wireless networks using the network simulator OMNeT++. Furthermore, we present an approach to mitigate such attack, obtaining significant results for improving wireless networks.

New Business Models And Editorial Exemption: A Study On Service Journalism Based On Ecommerce Operations

The paper presents and discusses business strategies based on the association from journalistic content to new commercial practices in digital media. We describe selected examples from Folha de S. Paulo and El País involving service guides, links and ecommerce advertisements. The employed method provides content analysis to illustrate how the search for new business models in journalism may conduct its commercial activities beyond the conventional sale of advertising and subscriptions, including a discussion on the challenges and implications of this practice. The hypothesis is demonstrated by describing operations for the sale of tickets, books, music, and films related to news features and service journalism contents. The text finally wonders and discusses how such commercial actions may affect editorial autonomy and publishing exemption.

A load-balancing spare capacity reallocation approach in service-rich SONET metro mesh networks

The next-generation SONET metro network is evolving into a service-rich infrastructure. At the edge of such a network, multi-service provisioning platforms (MSPPs) provide efficient data mapping enabled by Generic Framing Procedure (GFP) and Virtual Concatenation (VC). The core of the network tends to be a meshed architecture equipped with Multi-Service Switches (MSSs). In the context of these emerging technologies, we propose a load-balancing spare capacity reallocation approach to improve network utilization in the next-generation SONET metro networks. Using our approach, carriers can postpone network upgrades, resulting in increased revenue with reduced capital expenditures (CAPEX). For the first time, we consider the spare capacity reallocation problem from a capacity upgrade and network planning perspective. Our approach can operate in the context of shared-path protection (with backup multiplexing) because it reallocates spare capacity without disrupting working services. Unlike previous spare capacity reallocation approaches which aim at minimizing total spare capacity, our load-balancing approach minimizes the network load vector (NLV), which is a novel metric that reflects the network load distribution. Because NLV takes into consideration both uniform and non-uniform link capacity distribution, our approach can benefit both uniform and non-uniform networks. We develop a greedy loadbalancing spare capacity reallocation (GLB-SCR) heuristic algorithm to implement this approach. Our experimental results show that GLB-SCR outperforms a previously proposed algorithm (SSR) in terms of established connection capacity and total network capacity in both uniform and non-uniform networks.

PERFORMANCE EVALUATION OF RESOURCE-AWARE BUSINESS PROCESSES USING STOCHASTIC AUTOMATA NETWORKS

In this work, we study the performance evaluation of resource-aware business process models. We define a new framework that allows the generation of analytical models for performance evaluation from business process models annotated with resource management information. This framework is composed of a new notation that allows the specification of resource management constraints and a method to convert a business process specification and its resource constraints into Stochastic Automata Networks (SANs). We show that the analysis of the generated SAN model provides several performance indices, such as average throughput of the system, average waiting time, average queues size, and utilization rate of resources. Using the BP2SAN tool - our implementation of the proposed framework - and a SAN solver (such as the PEPS tool) we show through a simple use-case how a business specialist with no skills in stochastic modeling can easily obtain performance indices that, in turn, can help to identify bottlenecks on the model, to perform workload characterization, to define the provisioning of resources, and to study other performance related aspects of the business process.

Networking: the "making of" social networks. A closer look at the process and antecedents of some resourcing-oriented behaviors in organizations.

Social networks are one of the “hot” themes in people’s life and contemporary social research. Considering our “embeddedness” in a thick web of social relations is a study perspective that could unveil a number of explanations of how people may manage their personal and social resources. Looking at people’s behaviors of building and managing their social networks, seems to be an effective way to find some possible rationalization about how to help people getting the best from their resources . The main aim of this dissertation is to give a closer look at the role of networking behaviors. Antecedents, motivations, different steps and measures about networking behaviors and outcomes are analyzed and discussed. Results seem to confirm, in a different setting and time perspective, that networking behaviors include different types and goals that change over time. Effects of networking behaviors seem to find empirical confirmation through social network analysis methods. Both personality and situational self-efficacy seem to predict networking behaviors. Different types of motivational drivers seem to be related to diverse networking behaviors.

Business process reengineering: soluzioni ingegneristiche in ottica di re-layout, riorganizzazione del processo "service" ed attività di vendor rating in HSD S.p.A.

L'attività svolta in HSD S.p.A. si è concentrata sulle seguenti tematiche: progettazione di un nuovo layout con annessa pianificazione delle attività necessarie e valutazione economica dell'investimento, audit focalizzato ad individuare le criticità legate al processo di logistica inversa e proporne soluzioni migliorative ed infine implementazione di un sistema di controllo specifico e comparato dei fornitori.

Business process reengineering e project management: La creazione del sistema di gestione dei progetti in ICS Italia - Aspiag Service S.R.L.

L’obiettivo dell’elaborato è mostrare come, partendo da una robusta base teorica nelle discipline del Project Management e del Business Process Reengineering, sia possibile ridefinire un sistema di gestione dei progetti (a livello singolo e di aggregato) e sviluppare, presso il personale coinvolto, le competenze necessarie a sostenere autonomamente ed a migliorare il sistema così creato. La reingegnerizzazione della progettazione nell’azienda in esame si è sviluppata nell’arco di un quadriennio: nel 2010 è stata concretizzata la prima release dei processi di gestione del progetto singolo e dell’aggregato, nel 2011 è maturata la seconda release, mentre nel biennio 2012-2013 si sono “congelati” i risultati ottenuti e si è sviluppata l’autonomia dei Project Manager interni e del Project Management Office. Dall’analisi è emersa l’importanza di un solido approccio metodologico negli interventi di innovazione organizzativa.