Customer asset management in action: using customers portfolio for allocating resources across business-to-business relationships for improved shareholder value

Suvi Nenonen Customer asset management in action: using customer portfolios for allocating resources across business-to-business relationships for improved shareholder value Customers are crucial assets to all firms as customers are the ultimate source of all cash flows. Regardless this financial importance of customer relationships, for decades there has been a lack of suitable frameworks explaining how customer relationships contribute to the firm financial performance and how this contribution can be actively managed. In order to facilitate a better understanding of the customer asset, contemporary marketing has investigated the use of financial theories and asset management practices in the customer relationship context. Building on this, marketing academics have promoted the customer lifetime value concept as a solution for valuating and managing customer relationships for optimal financial outcomes. However, the empirical investigation of customer asset management lags behind the conceptual development steps taken. Additionally, the practitioners have not embraced the use of customer lifetime value in guiding managerial decisions - especially in the business-to-business context. The thesis points out that there are fundamental differences between customer relationships and investment instruments as investment targets, effectively eliminating the possibility to use financial theories in a customer relationships context or to optimize the customer base as a single investment portfolio. As an alternative, the thesis proposes the use of customer portfolio approach for allocating resources across the customer base for improved shareholder value. In the customer portfolio approach, the customer base of a firm is divided into multiple portfolios based on customer relationships’ potential to contribute to the shareholder value creation. After this, customer management concepts are tailored to each customer portfolio, designed to improve the shareholder value in their own respect. Therefore, effective customer asset management with the customer portfolio approach necessitates that firms are able to manage multiple parallel customer management concepts, or business models, simultaneously. The thesis is one of the first empirical studies on customer asset management, bringing empirical evidence from multiple business-to-business case studies on how customer portfolio models can be formed, how customer portfolios can be managed, and how customer asset management has contributed to the firm financial performance.

Customer Commitment and Key Account Management

What is the nature of customer commitment in business-to-business relationships and what are its antecedents? What Key Account Management practices help to build customer commitment? Commitment is an important element of Key Account Management since customer relationships are built upon a the foundation of commitment. Building long-term key account relationships occurs by enhancing and maintaining their commitment. Customer commitment has various antecedents, and managing commitment involves focusing on these antecedents. This paper explains the nature of commitment and describes its antecedents. It also suggests how to manage each of these antecedents to strengthen customer commitment.

Forest governance and climate change adaptation : Case studies of four African countries

Africa is threatened by climate change. The adaptive capacity of local communities continues to be weakened by ineffective and inefficient livelihood strategies and inappropriate development interventions. One of the greatest challenges for climate change adaptation in Africa is related to the governance of natural resources used by vulnerable poor groups as assets for adaptation. Practical and good governance activities for adaptation in Africa is urgently and much needed to support adaptation actions, interventions and planning. The adaptation role of forests has not been as prominent in the international discourse and actions as their mitigation role. This study therefore focused on the forest as one of the natural resources used for adaptation. The general objective of this research was to assess the extent to which cases of current forest governance practices in four African countries Burkina Faso, The Democratic Republic of Congo (DRC), Ghana and Sudan are supportive to the adaptation of vulnerable societies and ecosystems to impacts of climate change. Qualitative and quantitative analyses from surveys, expert consultations and group discussions were used in analysing the case studies. The entire research was guided by three conceptual sets of thinking forest governance, climate change vulnerability and ecosystem services. Data for the research were collected from selected ongoing forestry activities and programmes. The study mainly dealt with forest management policies and practices that can improve the adaptation of forest ecosystems (Study I) and the adaptive capacity through the management of forest resources by vulnerable farmers (Studies II, III, IV and V). It was found that adaptation is not part of current forest policies, but, instead, policies contain elements of risk management practices, which are also relevant to the adaptation of forest ecosystems. These practices include, among others, the management of forest fires, forest genetic resources, non-timber resources and silvicultural practices. Better livelihood opportunities emerged as the priority for the farmers. These vulnerable farmers had different forms of forest management. They have a wide range of experience and practical knowledge relevant to ensure and achieve livelihood improvement alongside sustainable management and good governance of natural resources. The contributions of traded non-timber forest products to climate change adaptation appear limited for local communities, based on their distribution among the stakeholders in the market chain. Plantation (agro)forestry, if well implemented and managed by communities, has a high potential in reducing socio-ecological vulnerability by increasing the food production and restocking degraded forest lands. Integration of legal arrangements with continuous monitoring, evaluation and improvement may drive this activity to support short, medium and long term expectations related to adaptation processes. The study concludes that effective forest governance initiatives led by vulnerable poor groups represent one practical way to improve the adaptive capacities of socio-ecological systems against the impacts of climate change in Africa.

Use of climate information for farm-level decision making: rainfed groundnut in southern India

The production of rainfed crops in semi-arid tropics exhibits large variation in response to the variation in seasonal rainfall. There are several farm-level decisions such as the choice of cropping pattern, whether to invest in fertilizers, pesticides etc., the choice of the period for planting, plant population density etc. for which the appropriate choice (associated with maximum production or minimum risk) depends upon the nature of the rainfall variability or the prediction for a specific year. In this paper, we have addressed the problem of identifying the appropriate strategies for cultivation of rainfed groundnut in the Anantapur region in a semi-arid part of the Indian peninsula. The approach developed involves participatory research with active collaboration with farmers, so that the problems with perceived need are addressed with the modern tools and data sets available. Given the large spatial variation of climate and soil, the appropriate strategies are necessarily location specific. With the approach adopted, it is possible to tap the detailed location specific knowledge of the complex rainfed ecosystem and gain an insight into the variety of options of land use and management practices available to each category of stakeholders. We believe such a participatory approach is essential for identifying strategies that have a favourable cost-benefit ratio over the region considered and hence are associated with a high chance of acceptance by the stakeholders. (C) 2002 Elsevier Science Ltd. All rights reserved.

Patent intelligence and its implications for patent productivity

The prevailing hypercompetitive environment has made it essential for organizations to gather competitive intelligence from environmental scanning. The knowledge gained leads to organizational learning, which stimulates increased patent productivity. This paper highlights five practices that aid in developing patenting intelligence and empirically verifies to what extent this organizational learning leads to knowledge gains and financial gains realized from consequent higher patent productivity. The model is validated based on the perceptions of professionals with patenting experience from two of the most aggressively patenting sectors in today’s economy, viz., IT and pharmaceutical sectors (n=119). The key finding of our study suggests that although organizational learning from environmental scanning exists, the application of this knowledge for increasing patent productivity lacks due appreciation. This missing link in strategic analysis and strategy implementation has serious implications for managers which are briefly discussed in this paper.

Modeling the vulnerability of an urban groundwater system due to the combined impacts of climate change and management scenarios

Climate change impact on a groundwater-dependent small urban town has been investigated in the semiarid hard rock aquifer in southern India. A distributed groundwater model was used to simulate the groundwater levels in the study region for the projected future rainfall (2012-32) obtained from a general circulation model (GCM) to estimate the impacts of climate change and management practices on groundwater system. Management practices were based on the human-induced changes on the urban infrastructure such as reduced recharge from the lakes, reduced recharge from water and wastewater utility due to an operational and functioning underground drainage system, and additional water extracted by the water utility for domestic purposes. An assessment of impacts on the groundwater levels was carried out by calibrating a groundwater model using comprehensive data gathered during the period 2008-11 and then simulating the future groundwater level changes using rainfall from six GCMs Institute of Numerical Mathematics Coupled Model, version 3.0 (INM-CM. 3.0); L'Institut Pierre-Simon Laplace Coupled Model, version 4 (IPSL-CM4); Model for Interdisciplinary Research on Climate, version 3.2 (MIROC3.2); ECHAM and the global Hamburg Ocean Primitive Equation (ECHO-G); Hadley Centre Coupled Model, version 3 (HadCM3); and Hadley Centre Global Environment Model, version 1 (HadGEM1)] that were found to show good correlation to the historical rainfall in the study area. The model results for the present condition indicate that the annual average discharge (sum of pumping and natural groundwater outflow) was marginally or moderately higher at various locations than the recharge and further the recharge is aided from the recharge from the lakes. Model simulations showed that groundwater levels were vulnerable to the GCM rainfall and a scenario of moderate reduction in recharge from lakes. Hence, it is important to sustain the induced recharge from lakes by ensuring that sufficient runoff water flows to these lakes.

Gestão do conhecimento aplicada ao processo de desenvolvimento de software : estudo de caso da Câmara dos Deputados

Reporta resultados da aplicação de princípios da gestão do conhecimento na condução de um projeto de definição, modelagem e implementação de processo de desenvolvimento de software, no contexto de uma organização do setor público. O processo resultante, denominado SIGA-ME, se mostrou capaz de harmonizar práticas variadas, integrar processos técnicos de TI e formalizar papeis e responsabilidades dos participantes envolvidos. Estão relatadas neste trabalho as principais dificuldades encontradas e lições aprendidas registradas ao longo do trabalho, que adotou como estratégia o levantamento dos pontos de interesse das áreas envolvidas, a validação de práticas em projetos reais, o desenho do processo através da notação BPMN e a utilização do MediaWiki como ferramenta de comunicação, colaboração e compartilhamento de conhecimento.

Uma contribuição para a melhoria da disponibilidade da infraestrutura de armazenamento consolidado de dados na Câmara Dos Deputados

Apresenta uma proposta de contribuição para a melhoria de disponibilidade do armazenamento de dados, baseado no estudo de caso da Câmara dos Deputados. Inclui a caracterização do ambiente existente, do ponto de vista da disponibilidade e o entendimento dos requisitos das efetivas necessidades do negócio, balanceadas pela relação custo/benefício. São avaliados os assuntos da alta disponibilidade e do gerenciamento de projetos relativos ao caso. São analisadas as práticas de Gerenciamento de Disponibilidade à luz de guias amplamente reconhecidos como o ITIL. A aplicação deste conhecimento, adequado ao cenário em estudo, permite a consolidação de um Plano de Projeto de implantação de melhorias.

EcoGIS – GIS tools for ecosystem approaches to fisheries management

Executive Summary: The EcoGIS project was launched in September 2004 to investigate how Geographic Information Systems (GIS), marine data, and custom analysis tools can better enable fisheries scientists and managers to adopt Ecosystem Approaches to Fisheries Management (EAFM). EcoGIS is a collaborative effort between NOAA’s National Ocean Service (NOS) and National Marine Fisheries Service (NMFS), and four regional Fishery Management Councils. The project has focused on four priority areas: Fishing Catch and Effort Analysis, Area Characterization, Bycatch Analysis, and Habitat Interactions. Of these four functional areas, the project team first focused on developing a working prototype for catch and effort analysis: the Fishery Mapper Tool. This ArcGIS extension creates time-and-area summarized maps of fishing catch and effort from logbook, observer, or fishery-independent survey data sets. Source data may come from Oracle, Microsoft Access, or other file formats. Feedback from beta-testers of the Fishery Mapper was used to debug the prototype, enhance performance, and add features. This report describes the four priority functional areas, the development of the Fishery Mapper tool, and several themes that emerged through the parallel evolution of the EcoGIS project, the concept and implementation of the broader field of Ecosystem Approaches to Management (EAM), data management practices, and other EAM toolsets. In addition, a set of six succinct recommendations are proposed on page 29. One major conclusion from this work is that there is no single “super-tool” to enable Ecosystem Approaches to Management; as such, tools should be developed for specific purposes with attention given to interoperability and automation. Future work should be coordinated with other GIS development projects in order to provide “value added” and minimize duplication of efforts. In addition to custom tools, the development of cross-cutting Regional Ecosystem Spatial Databases will enable access to quality data to support the analyses required by EAM. GIS tools will be useful in developing Integrated Ecosystem Assessments (IEAs) and providing pre- and post-processing capabilities for spatially-explicit ecosystem models. Continued funding will enable the EcoGIS project to develop GIS tools that are immediately applicable to today’s needs. These tools will enable simplified and efficient data query, the ability to visualize data over time, and ways to synthesize multidimensional data from diverse sources. These capabilities will provide new information for analyzing issues from an ecosystem perspective, which will ultimately result in better understanding of fisheries and better support for decision-making. (PDF file contains 45 pages.)

Optimizing the benefits from Nigerian small and medium size reservoirs through cooperative management approach

The paper traces the different management practices adopted for Nigerian inland water bodies from the Colonial era to independence. It observes that the full potentials of these waters have never been realized over the years due to the absence of an effective management. The replacement of the traditional fisheries management by the centralized top-down approach by government after independence has not helped matters. Lately, the cooperative/community-based management approach has taken the centre stage worldwide. This has been identified to offer the most viable and equitable option towards the attainment of an optimum utilization of the fisheries resource. The entire community sensing security of tenure and enjoying some of the benefits from access control will actively take responsibility and enforcement. The paper drew experiences from some water bodies in Bangladesh, Philippines, Benin Republic and Malawi showing sound management strategy that, if adopted for our small and medium size reservoirs and other water bodies, would help optimize on an sustainable manner the benefits from those water bodies

Gestão em saúde, uma perspectiva ergológica: com quantos gestos se faz uma gestão

Baseado na convicção de que trabalhar é gerir fruto das pesquisas com a perspectiva da Ergologia , procura-se nesta tese pensar gestão como um conceito ampliado, algo que todos os humanos operam ao trabalhar, e não somente como uma função exclusiva de administradores, no sentido restrito do termo (referido apenas aos chefes, diretores, etc.). Tendo como campo empírico o Sistema Único de Saúde (SUS) e investigando-se as proposições de alguns dos principais autores sobre o tema da Gestão e Planejamento em Saúde, verificou-se que uma exaustiva busca vem sendo empreendida por diversos agentes do campo da Saúde e por pesquisadores para aproximarem-se, compreenderem e desenvolverem melhor as habilidades, os conhecimentos, as competências e os dispositivos que permitiriam uma gestão mais eficiente do SUS e, mais especificamente, no âmbito de uma Unidade de Saúde Pública no Brasil. Estiveram em análise as práticas de gestão desenvolvidas em um Centro Municipal de Saúde do estado do Rio de Janeiro (Brasil), no qual o autor da tese, além das atividades de pesquisa, exercia a função de diretor geral. A tese teve como objetivo principal analisar, do ponto de vista da atividade, a dimensão gestionária do trabalho na Unidade de Saúde citada, a fim de discutir a viabilidade naquele local e, possivelmente em outras Unidades de Saúde do exercício de uma ergogestão, isto é, uma gestão com base nos princípios propostos pela Ergologia quando o ponto de vista da atividade tem cidadania no meio de trabalho. O referencial teórico constituiu-se de algumas abordagens clínicas do trabalho (Ergonomia da Atividade, Psicopatologia do Trabalho, Psicodinâmica do Trabalho e Clínica da Atividade, esta última em menor proporção) com elementos das contribuições do educador brasileiro Paulo Freire, do psicanalista inglês Donald Winnicott e do biólogo chileno Humberto Maturana, todas colocadas em sinergia dialética sob a orientação da perspectiva ergológica. No curso da investigação foram utilizados métodos e técnicas pertinentes a este quadro e que objetivaram possibilitar a aproximação e o diálogo com os protagonistas da atividade na Unidade de Saúde em análise. Destacam-se as influências da pesquisa-intervenção e da pesquisa etnográfica, sendo o principal dispositivo técnico utilizado aquele denominado Encontros sobre o Trabalho. A pesquisa empreendida, conjuntamente com a experiência concreta de gerenciamento (como diretor geral), permitiu concluir que o esforço de implantação da modalidade que se denomina ergogestão, privilegiando o ponto de vista da atividade, pôde colaborar para promover transformações positivas no cotidiano da Unidade posta em análise. Contudo, sua aceitação por um maior número de atores e seu desenvolvimento dependem do atendimento de algumas necessidades, apontadas pelo coletivo de trabalho como entraves a superar. Os achados aqui presentes podem contribuir para a construção de um patrimônio de informações acerca da Unidade. A partir desse patrimônio outras experiências de gerenciamento podem vir a se desenvolver, obtendo-se assim, cada vez maior êxito na gestão do processo de trabalho e na melhoria das condições do atendimento oferecido aos usuários.

Práticas dos psicólogos no Sistema Único de Saúde em Umuarama - PR: um caminho em construção

A crescente inserção dos psicólogos na rede de serviços do Sistema Único de Saúde (SUS) e a demanda por novas habilidades e competências profissionais vem gerando muitas discussões em relação aos saberes e fazeres da Psicologia. Neste contexto, este trabalho tem como objetivo descrever a formação e as práticas dos psicólogos inseridos no SUS do Município de Umuarama-Pr, tendo como parâmetro a integralidade. Para tanto, foi realizada uma pesquisa qualitativa. Os dados foram obtidos através de entrevistas com roteiro semi-estruturado com os psicólogos em atuação nos serviços do SUS e profissionais envolvidos com a gestão da saúde no município. Para a análise foi utilizado o método de análise do conteúdo, com ênfase em três eixos: formação acadêmica, práticas profissionais e percepção sobre o papel do psicólogo no SUS. Os resultados demonstraram uma formação acadêmica orientada para o modelo clínico tradicional, detectando algumas lacunas para o trabalho na área da saúde pública. Em relação à atuação do psicólogo na saúde, as atividades que realizam incluem psicoterapia individual, grupal, visita domiciliar, reunião/orientação de equipe. Os entrevistados identificam uma falta de reconhecimento do trabalho da Psicologia no SUS por parte da população, da gestão e dos próprios psicólogos, talvez por pouca clareza de suas possibilidades de atuação. Foram identificadas algumas tendências de mudança na formação profissional e de inovação nas práticas profissionais nos serviços da saúde pública. Contudo, alguns desafios precisam ser superados para a efetiva construção da integralidade no trabalho do psicólogo no município, como por exemplo, a formação profissional e a organização dos serviços, fazendo-se necessária a continuidade de discussões sobre a formação e a configuração de suas práticas, para que possam contribuir plenamente para a inserção e desenvolvimento da Psicologia no SUS.

Intercultural Management and Leadership in the Context of Language Academies

Throughout this undergraduate thesis, a study of intercultural management and leadership will be carried out with a special focus on language academies. We begin by analyzing the importance of cultural values and their effects on the perception of a leader. We then study the role of Strategic Human Resources Management in an intercultural environment. Finally, as an original contribution to this thesis, an investigation is performed that examines three local language academies and their management practices. After reviewing the findings, we hope to propose a sort of ‘best practices’ for language academies that could lead to a more harmonious relationship between teachers and their managers.