The determinants of the quality of Sales-Marketing Interface in a Multinational Customer Brand Focused Company: The Latin American Branches

Customer evolution and changes in consumers, determine the fact that the quality of the interface between marketing and sales may represent a true competitive advantage for the firm. Building on multidimensional theoretical and empirical models developed in Europe and on social network analysis, the organizational interface between the marketing and sales departments of a multinational high-growth company with operations in Argentina, Uruguay and Paraguay is studied. Both, attitudinal and social network measures of information exchange are used to make operational the nature and quality of the interface and its impact on performance. Results show the existence of a positive relationship of formalization, joint planning, teamwork, trust and information transfer on interface quality, as well as a positive relationship between interface quality and business performance. We conclude that efficient design and organizational management of the exchange network are essential for the successful performance of consumer goods companies that seek to develop distinctive capabilities to adapt to markets that experience vertiginous changes

PV self-consumption optimization with storage and Active DSM for the residential sector

With the rising prices of the retail electricity and the decreasing cost of the PV technology, grid parity with commercial electricity will soon become a reality in Europe. This fact, together with less attractive PV feed-in-tariffs in the near future and incentives to promote self-consumption suggest, that new operation modes for the PV Distributed Generation should be explored; differently from the traditional approach which is only based on maximizing the exported electricity to the grid. The smart metering is experiencing a growth in Europe and the United States but the possibilities of its use are still uncertain, in our system we propose their use to manage the storage and to allow the user to know their electrical power and energy balances. The ADSM has many benefits studied previously but also it has important challenges, in this paper we can observe and ADSM implementation example where we propose a solution to these challenges. In this paper we study the effects of the Active Demand-Side Management (ADSM) and storage systems in the amount of consumed local electrical energy. It has been developed on a prototype of a self-sufficient solar house called “MagicBox” equipped with grid connection, PV generation, lead–acid batteries, controllable appliances and smart metering. We carried out simulations for long-time experiments (yearly studies) and real measures for short and mid-time experiments (daily and weekly studies). Results show the relationship between the electricity flows and the storage capacity, which is not linear and becomes an important design criterion.

Neural network controller for active demand side management with PV energy in the residential sector

In this paper, we describe the development of a control system for Demand-Side Management in the residential sector with Distributed Generation. The electrical system under study incorporates local PV energy generation, an electricity storage system, connection to the grid and a home automation system. The distributed control system is composed of two modules: a scheduler and a coordinator, both implemented with neural networks. The control system enhances the local energy performance, scheduling the tasks demanded by the user and maximizing the use of local generation.

Some insights for a relationship marketing model integrating SERVQUAL and customer loyalty in dental clinics

The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of dentist and patient. The first pilot study on dentists showed that: they recognize the value of maintaining better patients however they don't perform RM actions to retain them. They have databases of patients but not sophisticated enough as compared to RM tools. They perceive that the patients value "Assurance" and "Empathy" (two dimensions of service quality). Finally, they indicate that a loyal patient not necessarily pays more by the service. The proposed model will be validated using Fuzzy Logic simulation and the ultimate goal of this research line is contributing a new definition of CL.

Facade typologies as a tool for selecting refurbishment measures for the Spanish residential building stock

Today, the building sector alone accounts for 40% of the total energy consumption in the European Union (EU). In most EU member states, about 70–90% of the buildings were constructed at least 20 years ago. Due to this, these buildings have a worse energy efficiency behavior than the new ones that comply with current regulations. As a consequence, acting on the existing building stock is needed, developing special methods on assessment and advice in order to reduce the total energy consumption. This article addresses a procedure allowing the classification and characterization of existing buildings facades. It can help researchers to achieve in-depth knowledge of the facades construction and therefore knowing their thermal behavior. Once knowing that, the most appropriate upgrading strategies can be established with the purpose of reducing the energy demand. Furthermore, the classified facade typologies have been verified, complying with current and future Spanish regulations and according to the results obtained, a series of upgrading strategies based on the opaque part and those in the translucent part, have been proposed. As a conclusion, this procedure helps us to select the most appropriate improvement measures for each type of facade in order to comply with current and future Spanish regulations. This proposed method has been tested in a specific neighborhood of Madrid, in a selected period of time, between 1950 and 1980, but it could be applicable to any other city.

Customer training, oriented toward the customer in the spanish affiliate

On that date , the Spanish affiliate offered for the 1st. time to its customers courses oriented toward the user, not the product, within the area of programming, in the subarea of application programming

Residential self-selection and geographical scales in trip frequency.

Neighbourhood representation and scale used to measure the built environment have been treated in many ways. However, it is anything but clear what representation of neighbourhood is the most feasible in the existing literature. This paper presents an exhaustive analysis of built environment attributes through three spatial scales. For this purpose multiple data sources are integrated, and a set of 943 observations is analysed. This paper simultaneously analyses the influence of two methodological issues in the study of the relationship between built environment and travel behaviour: (1) detailed representation of neighbourhood by testing different spatial scales; (2) the influence of unobserved individual sensitivity to built environment attributes. The results show that different spatial scales of built environment attributes produce different results. Hence, it is important to produce local and regional transport measures, according to geographical scale. Additionally, the results show significant sensitivity to built environment attributes depending on place of residence. This effect, called residential sorting, acquires different magnitudes depending on the geographical scale used to measure the built environment attributes. Spatial scales risk to the stability of model results. Hence, transportation modellers and planners must take into account both effects of self-selection and spatial scales.

Customer loyalty plan at Residencia Gómez-Pardo, Universidad Politécnica de Madrid

Accommodation is a first need and one of the most important decisions that university students have to decide taking into account their limited budget. The satisfaction grade of these students is the relevant aspect for the administrators and managers of the university residences, because it allows assuring the viability and sustainability of this kind of accommodation. In a situation of decline in rate of retention of students into the residence, coupled with an environment of economic crisis. Hence, of disposable income reduction, it seems essential to get to know what factors affect the motivation to remain into the university residence more than others when it comes to the final choice. The offer?s increase of different kind of accommodation is another variable to be considered when taking the decision related to the management of this kind of accommodation. Thus, there is the need to know which are the key factors and to obtain information about these variables in order to go deep into the relevance grade with the aim to pursue the strategic objectives, that will allow to improve the relationship with the customer and to respond to his accommodation? needs. This article researches the motivation elements that lead the students to remain in a university residence or to abandon it in exchange or a different accommodation, as per example shared flats or individual apartments. This research work intends to be useful for the university residence?s managers in order to increase its incomes, to raise the satisfaction degree among its residents and to obtain better end results in the management of these properties. The fieldwork conducted in the Residencia Universitaria Gómez Pardo (RUGP), Universidad Politécnica de Madrid (UPM), for four semesters, which means students from 27 different grades (undergraduates) and 81 surveys finished, shows the following conclusions. Not only the relation with the residence?s personnel but also the quality and quantity of the feeding and the availability and quality of the internet service, constitute key factors when it comes to make the decision of remaining or of abandoning the residence when the semester comes to its end.

Customer Relationship Management-PeopleSoft CRM

1 RESUMEN 1.1 Resumen (español) El intercambio y comercio tanto de bienes como servicios se remonta a tiempos inmemoriales dentro de la historia de la humanidad. Desde sus inicios tempranos con el intercambio o trueque de productos en el Neolítico hasta nuestra época híper globalizada, en la que existen clientes potenciales en el otro extremo del mundo, podemos decir que se ha recorrido un largo camino. Con el paso del tiempo y la evolución de la sociedad y la tecnología, así como la evolución empresarial, se ha visto necesario la implementación de estrategias para lograr la fidelización y satisfacción de los clientes. De esta forma entendimos que ya no valía simplemente con vender un producto a un cliente, si no que si queríamos establecer una relación continúa con el mismo, debíamos lograr su satisfacción y por tanto su fidelización. Como forma de extender la relación más allá de una simple venta, las empresas modernas empezaron a implementar diversas estrategias. De esta forma aparecieron los primeros centros de atención al cliente, las primeras aplicaciones hechas a medida para dar soporte a los clientes y por fin los sistemas CRM tal y como los concebimos hoy día. El presente proyecto fin de carrera da una explicación de dichos sistemas indicando cuáles son sus objetos fundamentales y cómo implementan la estrategia CRM y profundiza en uno de los sistemas CRM más utilizados: PeopleSoft CRM, dando una explicación detallada de dicho sistemas así como de los conceptos y lenguaje de programación de dicho sistema CRM. 1.2 SUMMARY (ENGLISH) The exchange and trade of goods as well and services goes back to ancient times in the history of mankind. Since its early beginning with the bartering of products in the Neolithic to our globalized hyper era, in which there are potential customers on the other side of the world, we can say that it has come a long way. After a certain length of time, the society and technology evolution, and also the enterprise development, has been necessary to implement strategies to achieve customer loyalty and satisfaction. We understood in this way that it no longer simply worth to sell a product to a customer, otherwise if we wanted to establish a relationship continues with the same, we should ensure their satisfaction and thus their loyalty. As a way to extend the relationship beyond a simple sale, modern enterprises began to implement several strategies. Therefore appeared the first customer service centers, the first applications tailored to support customers and finally the CRM systems as we know it today. This final project gives an explanation of such systems by indicating what the core objects are and how to implement the CRM strategy, deeping into one of the most widely used CRM systems: PeopleSoft CRM, and also giving a detailed explanation of this system and its programming language.

Energy and economic survey of the renovation of a residential building wall in Madrid

La edificación es un sector de enorme influencia en la evolución del consumo de energía y las emisiones de CO2. Teniendo en cuenta que en estos momentos hay 3,5 millones de viviendas vacías y que los próximos años no va a haber un aumento en la demanda de vivienda nueva, la rehabilitación sostenible del parque residencial existente es una tarea prioritaria y sobre la que hay que prestar especial interés. Dado que aún queda mucho donde actuar, es necesario hacer una reflexión sobre cómo se está rehabilitando para poder mejorar en el futuro. Por ello, el objetivo del presente trabajo es analizar algunas estrategias adoptadas hasta ahora en el parque inmobiliario y su aplicación en un caso de estudio, mediante la mejora de la fachada de un edificio de viviendas situado en Madrid.

Social Indicators in the Sustainable Refurbishment: Calculating Quality of Life Indicator in a Residential Building in Málaga

How can we measure ‘quality of life’? The sustainable refurbishment goes beyond strictly energy aspects. Sustainability indicators are needed to facilitate data collection and to provide information which does not require too time-consuming calculations. Thus, you can offer an idea of the extent and quality of the rehabilitation before starting the project and, also, the obtained results can be evaluated in an agile way after the refurbishment. From a list of social indicators gathered from different methods, sustainability assessment tools and International and European standards, three social indicators are proposed: Users Satisfaction, Participation Agreement and Quality of Life. This paper shows the development of Quality of Life social indicator, the more closely related to the main objectives of Researchand Development Project “Sustainable Refurbishment”: improving energy efficiency and wellbeing of users in existing residential buildings. Finally, this social indicator is applied to a real case study in Málaga (Spain).

Cross Ventilation CFD Modeling: Characterization and Study of Different Façade Openings Configurations at the Refurbishment of a Residential Building in Málaga (Spain)

The opening of new windows on the façade is proposed as a refurbishment strategy in an existing building in Málaga to facilitate cross ventilation of dwellings. The building is a residential block of 140 public housing units for rent for people with low income in Málaga (Spain), property of the City Council. By modeling with Computational Fluid Dynamics (CFD), eleven configurations of openings are studied in two different areas of the main housing type of the building. The quantity of introduced/extracted air into/from the room and the generated airflow patterns are obtained. The modeling allows comparing the different openings configurations to determine the most appropriate ventilation option for every room.

Sustainability assessment of energy saving measures: A multi-criteria approach for residential buildings retrofitting—A case study of the Spanish housing stock

The building sector is well known to be one of the key energy consumers worldwide. The renovation of existing buildings provides excellent opportunities for an effective reduction of energy consumption and greenhouse gas emissions but it is essential to identify the optimal strategies. In this paper a multi-criteria methodology is proposed for the comparative analysis of retrofitting solutions. Life Cycle Assessment (LCA) and Life Cycle Cost (LCC) are combined by expressing environmental impacts in monetary values. A Pareto optimization is used to select the preferred strategies. The methodology is exemplified by a case study: the renovation of a representative housing block from the 1960s located in Madrid. Eight scenarios have been proposed, from the Business as Usual scenario (BAU), through Spanish Building Regulation requirements (for new buildings) up to the Passive House standard. Results show how current renovation strategies that are being applied in Madrid are far from being optimal solutions. The required additional investment, which is needed to obtain an overall performance improvement of the envelope compared with the common practice to date, is relatively low (8%) considering the obtained life cycle environmental and financial savings (43% and 45%, respectively).

Plausible self-reported dietary intakes in a residential facility are not necessarily reliable

Acknowledgements The original study, from which the current data were taken, was funded by the Food Standards Agency, UK.