750 resultados para Internal Market Orientation, Service Delivery, Customer Orientation


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A autonomia para as escolas públicas do Ensino Básico e Secundário em Portugal, prevista desde 1989, tem sido sistematicamente adiada enquanto a retórica do discurso político a vai alimentando, sem contudo, proceder à sua implementação. Em 2007, a coberto do DL n.º 115-A/98, de 4 de maio, avançou-se para a assinatura de 22 contratos de autonomia (CA) com escolas e agrupamentos pelo que, este trabalho de investigação se propõe avaliar alguns dos efeitos e resultados desta medida de política educativa. Este estudo no âmbito do doutoramento em Didática e Formação – Ramo Avaliação, comporta uma primeira avaliação exploratória ao desenvolvimento dos 22 CA a que se segue uma avaliação ao desenvolvimento do CA numa escola secundária e num agrupamento de escolas, numa abordagem de caso duplo. Neste projeto de investigação, construímos um dispositivo de avaliação com o qual procuramos identificar evidências dos efeitos da autonomia contratualizada. Na fase exploratória, analisando CA e as respostas a questionário enviado aos diretores com CA, efetuamos uma aproximação global à problemática. Na segunda fase, efetuamos entrevistas a dirigentes intermédios e de topo de uma Escola Secundária e de um Agrupamento de Escolas com CA e analisamos documentos. Com o referencial construído estabelecemos categorias de análise obtendo resultados que nos permitem compreender alguns efeitos da assinatura do CA ao nível das Organizações participantes. Os resultados obtidos indicam, o cumprimento dos objetivos da contratualização gerando-se novas dinâmicas. São notórias as diferenças no cumprimento de critérios, daí que a sustentabilidade da autonomia se perspetive diferente para cada Organização face a diferentes pontos de partida. Pode afirmar-se, face aos resultados, que os efeitos da contratualização são positivos e que esta contribuiu para a melhoria da qualidade na prestação do serviço público de educação. Contudo, existem debilidades no que diz respeito à intervenção dos parceiros educativos e a mecanismos de avaliação para que deixamos sugestões de melhoria no âmbito da continuação da autonomia contratualizada. Para futura investigação deixamos também sugestão de estudo de eventuais aprofundamentos da autonomia bem como da sua sustentabilidade.

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Policy in Child and Adolescent Mental Health (CAMH) in England has undergone radical changes in the last 15 years, with far reaching implications for funding models, access to services and service delivery. Using corpus analysis and critical discourse analysis, we explore how childhood, mental health, and CAMHS are constituted in 15 policy documents, 9 pre‐2010, and 6 post 2010. We trace how these constructions have changed over time, and consider the practice implications of these changes. We identify how children’s distress is individualised, through medicalising discourses and shifting understandings of the relationship between socioeconomic context and mental health. This is evidenced in a shift from seeing children’s mental health challenges as produced by social and economic inequities, to a view that children’s mental health must be addressed early to prevent future socio‐economic burden. We consider the implications CAMHS policies for the relationship between children, families, mental health services and the state. The paper concludes by exploring how concepts of ‘parity of esteem’ and ‘stigma reduction’ may inadvertently exacerbate the individualisation of children’s mental health.

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Purpose. To present the results of a strengths, weaknesses, opportunities and threats (SWOT) analysis used as part of a process aimed at reorganising services provided within a pediatric rehabilitation programme (PRP) in Quebec, Canada and to report the perceptions of the planning committee members regarding the usefulness of the SWOT in this process. Method. Thirty-six service providers working in the PRP completed a SWOT questionnaire and reported what they felt worked and what did not work in the existing model of care. Their responses were used by a planning committee over a 12- month period to assist in the development of a new service delivery model. Committee members shared their thoughts about the usefulness of the SWOT. Results. Current programme strengths included favourable organisational climate and interdisciplinary work whereas weaknesses included lack of psychosocial support to families and long waiting times for children. Opportunities included working with community partners, whereas fear of losing professional autonomy with the new service model was a threat. The SWOT results helped the planning committee redefine the programme goals and make decisions to improve service coordination. SWOT analysis was deemed as a very useful tool to help guide service reorganisation. Conclusions. SWOT analysis appears to be an interesting evaluation tool to promote awareness among service providers regarding the current functioning of a rehabilitation programme. It fosters their active participation in the reorganisation of a new service delivery model for pediatric rehabilitation.

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Purpose: To identify facilitators and barriers to service reorganization, how they evolved and interacted to influence change during the implementation of a new service delivery model of paediatric rehabilitation. Methods: Over 3 years, different stakeholders responded to SWOT questionnaires (n = 139) and participated in focus groups (n = 19) and telephone interviews (n = 13). A framework based on socio constructivist theories made sense of the data. Results: Facilitators related to the programme's structure (e.g. funding), the actors (e.g. willingness to test the new service model) and the change management process (e.g. participative approach). Some initial facilitators became barriers (e.g. leadership lacked at the end), while other barriers emerged (e.g. lack of tools). Understanding factor interactions requires examining the multiple actors’ intentions, actions and consequences and their relations with structural elements. Conclusions: Analysing facilitators and barriers helped better understand the change processes, but this must be followed by concrete actions to successfully implement new paediatric rehabilitation models.

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Objectives. To explore perceptions related to increased utilization of group interventions as a part of the service reorganization within a pediatric rehabilitation program. Methods. Individual interviews with program administrators (n=13) and focus groups with therapists (n=19) and parents of children with disabilities (n=5) were conducted. Data were analyzed using a coding grid inspired by the organized action systems theory. Results. Administrators and therapists identified several issues including the need to improve the referral process for groups and the coordination across services. Groups considerably modified practice and required substantial efforts from therapists. Administrators felt groups contributed to increased service accessibility. Although therapists had some doubts about service quality in groups, especially in regard to the reduced attention to individual needs, they reported positive benefits on children’s social participation. Generally, parents were satisfied with group interventions. Conclusion. Groups appear to be a promising method of service delivery, but organizational-related issues should be considered.

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The neighbourhood in both the UK and Europe continues to dominate thinking about the quality of life in local communities, representation and empowerment, and how local services can be delivered most effectively. For several decades a series of centrally funded programmes in neighbour- hood governance have targeted localities suffering deprivation and social exclusion in England. From these much can be learnt about the strengths and limitations of a local approach to achieving multiple objectives.We review the findings of a case study of neighbourhood governance in the City of Westminster and draw on evaluations of two national programmes. In the conclusions we discuss the problems arising from multiple objectives and examine the prospects for neighbourhood governance as the national paradigm moves away from `big state' solutions towards the less-well-defined `big society' approach and the reinvention of `localism'. While the rationale for neighbourhood governance may change, the `neighbourhood' as a site for service delivery and planning remains as important now as in the past.

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‘Empowerment’ is a term much used by policy-makers with an interest in improving service delivery and promoting different forms of neighbourhood governance. But the term is ambiguous and has no generally accepted definition. Indeed, there is a growing paradox between the rhetoric of community empowerment and an apparent shift towards increased centralisation of power away from the neighbourhood in developed economies. This article explores the literature relating to empowerment and identifies two broad conceptions which reflect different emphases on neo-liberalism. It goes on to discuss two models illustrating different levels of state intervention at the neighbourhood level and sets out evidence from two neighbourhood councils in Milton Keynes in central England. In conclusion, it is argued that those initiatives which are top-down, state-led policy initiatives tend to result in the least empowerment (as defined by government), whereas the bottom-up, self-help projects, which may be partly state-enabled, at least provide an opportunity to create the spaces where there is some potential for varying degrees of transformation. Further empirical research is needed to test how far localist responses can challenge constraints on empowerment imposed by neo-liberalism.

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Localism is an active political strategy, developed in a period of austerity by the UK's coalition government as a justification for the restructuring of state-civil society relationships. The deprived neighbourhood has long been a site for service delivery and a scale for intervention and action, giving rise to a variety of forms of neighbourhood governance. Prior international comparative research indicated convergence with the US given the rise of the self-help conjuncture and the decline of neighbourhood governance as a medium of regeneration. The subsequent shift in the UK paradigm from ‘big’ to ‘small state’ localism and deficit-reducing cuts to public expenditure confirm these trends, raising questions about the forms of neighbourhood governance currently being established, the role being played by local and central government, and the implications for neighbourhood regeneration. Two emerging forms of neighbourhood governance are examined in two urban local authorities and compared with prior forms examined in earlier research in the case study sites. The emerging forms differ significantly in their design and purpose, but as both are voluntary and receive no additional funding, better organised and more affluent communities are more likely to pursue their development. While it is still rather early to assess the capacity of these forms to promote neighbourhood regeneration, the potential in a period of austerity appears limited. Reduced funding for local services increases the imperative to self-help, while rights to local voice remain limited and the emerging forms provide little scope to influence (declining) local services and (still centralised) planning decisions, especially in neighbourhoods with regeneration needs which are likely to lack the requisite capacities, particularly stores of linking social capital. Initial conclusions suggest greater polarity and the further containment of deprived neighbourhoods.

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This document summarises work to develop a compelling business case for landlord investment in resident involvement. Its key argument is involvement not only assists in improving satisfaction and service delivery, but also provides value for money.

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Orientadora: Doutora Alcina Dias Co-Orientadora: Doutora Ana Paula Lopes

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Dissertação apresentada ao Instituto Superior de Contabilidade e Administração do Porto para a obtenção do Grau de Mestre em Empreendedorismo e Internacionalização Orientada pela Mestre Maria Luísa Verdelho Alves

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Trabalho de Projeto de Mestrado apresentado ao Instituto Superior de Contabilidade e Administração do Porto para a obtenção do grau de Mestre em Empreendedorismo e Internacionalização sob orientação da Doutora Celsa Maria Carvalho Machado

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Dissertação de Mestrado apresentada ao Instituto Superior de Contabilidade e Administração do Porto para a obtenção do grau de Mestre em Assessoria de Administração, sob orientação da Professora Doutora Raquel Susana da Costa Pereira

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RESUMO - O crescimento da população idosa constitui um dos principais desafios para as atuais e futuras sociedades. A possibilidade de as pessoas permanecerem na sua comunidade de forma saudável e ativa, à medida que envelhecem, elevam a importância da questão da mobilidade e da forma como se deslocam, na saúde e qualidade de vida desta população. O presente trabalho propôs-se perceber de que forma o acesso a transporte influencia a saúde e qualidade de vida, na perspetiva das pessoas idosas e identificar fatores que atuassem como barreiras ao acesso e utilização de transportes, principalmente transportes públicos. A metodologia utilizada foi estudo de caso, com base no modelo PRECEDEPROCEED, desenvolvido na Ameixoeira, Lisboa. Os dados resultaram de um questionário aplicado a 24 pessoas idosas, da análise documental e da realização de entrevistas. A análise dos dados sugere que, é ao nível da autonomia e independência que o acesso a transporte influencia a saúde e a qualidade de vida da amostra, e a mobilidade e utilização de transporte, por sua vez, é influenciada por fatores individuais, como a idade, o género, o rendimento e as condições de saúde, e fatores ambientais envolvendo características dos transportes e da zona de residência. Tendo-se focado o trabalho na identificação das barreiras percecionadas pelas pessoas idosas na utilização de transportes públicos, sugere-se o elevado preço, a insuficiente distribuição do serviço, a distância às paragens e os horários inadequados como os principais constrangimentos identificados. Embora os resultados não possam ser extrapolados, devem ser encarados como um ponto de partida para futuras investigações.

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With this dissertation we aim to analyze the most relevant aspects of the excise duties harmonized regime, considering Community origins, but having also in attention all legal specifications of its implementation in Portugal. The legal regime of excise duties is presented as an ambitious theme, considering the challenge of different branches of law that influence this subject, such as Tax, Economic and Community laws, the inescapable influence of customs procedures, or regarding environmental objectives. In the European context, the harmonization of excise duties was seen as a condition for the implementation of the internal market, contributing to undo secular tax barriers between Member States and, since so, ensure fair competition and free movement of services and goods. Along with VAT, the excise duties harmonization process could represent a potential European tax system, essential for a full and integrated single market. In this context, it is essential to pay special attention to specific characteristics of excise duties regime, such as ‘duty suspension arrangement’ applicable during the production phase, storage and movement in certain conditions. The growing importance of excise duties, as for revenue or extra-fiscal purposes, recommends new academic studies on this subject, seeking new opportunities and challenges.