Socially integrative customer service (SICS) : identification of a symbiotic link with corporate social responsibility

The aim of this study is to answer the research question "can customer service be revitalised through identification of a symbiotic relationship with social responsibility, linked by people-centricity?" The concept of customer service remains weak and there has been a lack of attention to the underlying purpose: "to serve". To strengthen the theory the humanistic nature of the concept should be revised. Fundamental to this argument is the question of who is a customer? To fully discover the scope of the concept requires a broader or more specifically a societal view. Herein the theme of social corporate responsibility is critical to the recognition of the customer service network (CSN). This suggestion in isolation is useful but structural. Another aspect must be identified to validate the "service" ethos. Through this reasoning the relational theme (RT) provides for a mechanism for this to be achieved. Therefore the theory of socially integrative customer service is based on broadening and deepening the customer service concept. This study is illustrated in the context of the grocery retail sector in the Republic of Ireland. Four case studies are presented, three based on company-wide and in-store research and a fourth is a cross-company study. Results across companies indicate acceptance of the research question and show evidence to validate SICS. There is scope to further develop SICS and to build on the CSN and the RT. Finally the concept of SICS provides for a diverse basis for further research. This theory does no purport to cause a paradigm shift but does add innovation to the body of knowledge. As is the hallmark of good theoretical development, the author has aimed to keep the philosophy simple.

Development of an integrated approach to reliability management and operation

The research described in this thesis has been developed as a part of the Reliability and Field Data Management for Multi-component Products (REFIDAM) Project. This project was founded under the Applied Research Grants Scheme administered by Enterprise Ireland. The project was a partnership between Galway-Mayo Institute of Technology and Thermo King Europe. The project aimed to develop a system in order to manage the information required for reliability assessment and improvement of multi-component products, by establishing information flows within the company and information exchange with fleet users.

Development of a life cycle management system for remote products.

The research described in this thesis has been developed as a part of the Reliability and Field Data Management for Multi-Component Products (REFIDAM) Project. This project was funded under the Applied Research Grants Scheme administered by Enterprise Ireland. The project was a partnership between Galway-Mayo Institute of Technology and an industrial company, Thermo King Europe. The project aimed to develop a system to manage the information required for maintenance costing, cost of ownership, reliability assessment and improvement of multi-component products, by establishing information flows between the customer network and across the Thermo King organisation.

Implementation of a customer relationship management system in an SME

The research conducted for this thesis has been carried out over a two year period as part of the Mobile Tools and Technology for customer care (MOTTO) project. The project was funded under the Applied Grant scheme administered by Enterprise Ireland and Nortel Networks Ltd. It was a partnership project between Galway-Mayo Institute of Technology, University of Limerick, National University of Ireland Galway, and a global Internet and communications company, Nortel Networks. The project aimed to investigate the enabling mobile communications technologies in e-Business and mobile communications in the area of Business-to-Business (B2B) customer care. The development of the application discussed in this thesis was developed in conjunction with the Galway-Mayo Institute of Technology, University of Limerick and AMT Ireland. The decision to develop the application in the Electronics Company of AMT in Limerick came about as a result of the contact established by Mark Southern from the University of Limerick. Mark was involved in overseeing the development and assisted in establishing the user requirements.

Development of a semi-automatic self learning pattern recognition system for the control of electronic boards

This project was funded under the Applied Research Grants Scheme administered by Enterprise Ireland. The project was a partnership between Galway - Mayo Institute of Technology and an industrial company, Tyco/Mallinckrodt Galway. The project aimed to develop a semi - automatic, self - learning pattern recognition system capable of detecting defects on the printed circuits boards such as component vacancy, component misalignment, component orientation, component error, and component weld. The research was conducted in three directions: image acquisition, image filtering/recognition and software development. Image acquisition studied the process of forming and digitizing images and some fundamental aspects regarding the human visual perception. The importance of choosing the right camera and illumination system for a certain type of problem has been highlighted. Probably the most important step towards image recognition is image filtering, The filters are used to correct and enhance images in order to prepare them for recognition. Convolution, histogram equalisation, filters based on Boolean mathematics, noise reduction, edge detection, geometrical filters, cross-correlation filters and image compression are some examples of the filters that have been studied and successfully implemented in the software application. The software application developed during the research is customized in order to meet the requirements of the industrial partner. The application is able to analyze pictures, perform the filtering, build libraries, process images and generate log files. It incorporates most of the filters studied and together with the illumination system and the camera it provides a fully integrated framework able to analyze defects on printed circuit boards.

The history of creation, or, The development of the earth and its inhabitants by the action of natural causes : a popular exposition of the doctrine of evolution in general, and of that of Darwin, Goethe and Lamarck in particular / from the German of Ernst Haeckel ; the translation rev. by E. Ray Lankester.

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Estudio para la implantación de un ERP en una empresa de aduanas

Este proyecto ha consistido en el asesoramiento a una empresa de aduanas para implantar un sistema ERP. Esta empresa es una PYME por lo que se han seleccionado para su estudio tres sistemas ERP’s orientados a este tipo de empresas, de diferentes fabricantes. Dos de ellos de código propietario y un tercero de código libre. La elección final, tras el estudio de la empresa y de los sistemas ERP’s, ha sido el producto Microsoft Dynamics Navision, por aportar la mayor cantidad de funcionalidades requeridas y ser la solución que ofrece más opciones para el desarrollo de las funcionalidades faltantes.

"Periodic crises": Clément Juglar between theories of crises and theories of business cycles

Business cycle theory is normally described as having evolved out of a previous tradition of writers focusing exclusively on crises. In this account, the turning point is seen as residing in Clément Juglar's contribution on commercial crises and their periodicity. It is well known that the champion of this view is Schumpeter, who propagated it on several occasions. The same author, however, pointed to a number of other writers who, before and at the same time as Juglar, stressed one or another of the aspects for which Juglar is credited primacy, including the recognition of periodicity and the identification of endogenous elements enabling the recognition of crises as a self-generating phenomenon. There is indeed a vast literature, both primary and secondary, relating to the debates on crises and fluctuations around the middle of the nineteenth century, from which it is apparent that Juglar's book Des Crises Commerciales et de leur Retour Périodique en France, en Angleterre et aux États-Unis (originally published in 1862 and very much revised and enlarged in 1889) did not come out of the blue but was one of the products of an intellectual climate inducing the thinking of crises not as unrelated events but as part of a more complex phenomenon consisting of recurring crises related to the development of the commercial world - an interpretation corroborated by the almost regular occurrence of crises at about 10-year intervals.

Integració d'un business intelligence en un ERP

Aquest projecte mostra la importància que pot tenir un sistema basat en Business Intelligence, dins d’una empresa o organització, donant una eina per augmentar la competitivitat, treballant les dades que s’obtenen dels diferents sistemes de gestió que hi ha dins l’empresa. Aquest gran nombre de dades històriques les transformarem per formar una base de dades de qualitat, i les explorarem per tal d’extreure’n informació útil en format gràfic, per ajudar a la pressa de decisions per part dels directius.

Registre d'entrades i eixides per a l'administració pública

Aquesta memòria representa la definició del meu projecte final de carrera amb una aplicació destinada al registre d'entrades i eixides de l'Administració pública. He emprat eines de plataformes lliures i obertes per al desenvolupament del projecte, amb tecnologia J2EE. A més, hi ha l'objectiu de fer servir i provar arquitectures d'última generació com Enterprise JavaBeans Preview_2 (EJB) 3.0 (5/11/04) per a la lògica de negoci, Hibernate 3.0 alpha (actualment hi ha la beta 1.0 publicada el 20/12/04) com a

Sistema de gestió d'una intranet per a la companyia Instal·lacions Riba, S.L.

Desenvolupament d'un sistema d'informació, és a dir, d'una aplicació Java empresarial, que s'adapti a les necessitats de l'empresa sol·licitant. Tota l'aplicació estarà realitzada amb el llenguatge de programació Java16, realitzant un anàlisi i disseny orientat a objectes.

Projecte Final Postgrau Direcció de Sistemes Informatics en entorns de Programari Lliure

Creació d'una empresa que el seu producte principal es un programa amb una llicencia de programari lliure. L'empresa generarà una base del programa, robust i estable. Després s'alliberarà amb una llicencia lliure per a que la comunitat de programari lliure s'afegeixi al desenvolupament i el faci créixer i convertir-ho en un producte de qualitat i superior als actuals productes privatius. Per aconseguir el objectiu, l'empresa gestionarà el producte amb metodologies empresarials. El benefici, s'obtindrà de les SaaS (Software As a Service). El model de negoci i l'estratègia empresarial es basarà segons el model Hecker i Raymond.