Implementação de um sistema de customer relationship management na broaden information solutions

Dissertação de mestrado em Sistemas de Informação

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.

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.

SQL based frequent pattern mining

Data mining, frequent pattern mining, database mining, mining algorithms in SQL

Cutaneous leishmaniasis in frequent in equines from an endemic area in Rio de Janeiro, Brazil

In an endemic area of cutaneous leishmaniasis in Rio de Janeiro State where a mule had been found infected, a systematic search among equines was performed, resulting in the detection of Leishmania parasites in skin lesions of 30.8% of the animals, which included horses and mules. The eventual role of equines in the epidemiology of the human disease is being investigated.

Myoclonies chez une personne très âgée; une cause fréquente et réversible [Myoclonia in an oldest old woman: a frequent and reversible etiology]

A 98-year-old woman was referred to our hospital because of myoclonia. The concentration of calcium and vitamin D in the serum was low. In this context, we concluded of neuromuscular irritability secondary to hypocalcaemia. The symptoms disappeared after a treatment of intravenous calcium. This case shows how important it is to investigate electrolytes in case of neuromuscular irritability symptoms in elderly people.

An investigation of customer order flow in the foreign exchange market

This paper examines the effect that heterogeneous customer orders flows have on exchange rates by using a new, and the largest, proprietary dataset of weekly net order flow segmented by customer type across nine of the most liquid currency pairs. We make several contributions. Firstly, we investigate the extent to which customer order flow can help to explain exchange rate movements over and above the influence of macroeconomic variables. Secondly, we address the issue of whether order flows contain (private) information which explain exchange rates changes. Thirdly, we look at the usefulness of order flow in forecasting exchange rate movements at longer horizons than those generally considered in the microstructure literature. Finally we address the question of whether the out-of-sample exchange rate forecasts generated by order flows can be employed profitably in the foreign exchange markets

Frequent MAGE mutations in human melanoma.

Abstract: Background: Cancer/testis (CT) genes are expressed only in the germ line and certain tumors and are most frequently located on the X-chromosome (the CT-X genes). Amongst the best studied CT-X genes are those encoding several MAGE protein families. The function of MAGE proteins is not well understood, but several have been shown to potentially influence the tumorigenic phenotype. Methodology/Principal Findings: We undertook a mutational analysis of coding regions of four CT-X MAGE genes, MAGEA1, MAGEA4, MAGEC1, MAGEC2 and the ubiquitously expressed MAGEE1 in human melanoma samples. We first examined cell lines established from tumors and matching blood samples from 27 melanoma patients. We found that melanoma cell lines from 37% of patients contained at least one mutated MAGE gene. The frequency of mutations in the coding regions of individual MAGE genes varied from 3.7% for MAGEA1 and MAGEA4 to 14.8% for MAGEC2. We also examined 111 fresh melanoma samples collected from 86 patients. In this case, samples from 32% of the patients exhibited mutations in one or more MAGE genes with the frequency of mutations in individual MAGE genes ranging from 6% in MAGEA1 to 16% in MAGEC1. Significance: These results demonstrate for the first time that the MAGE gene family is frequently mutated in melanoma.

Less frequent dosing of erythropoiesis stimulating agents in patients undergoing dialysis: a European multicentre cost study.

OBJECTIVE: To calculate the variable costs involved with the process of delivering erythropoiesis stimulating agents (ESA) in European dialysis practices. METHODS: A conceptual model was developed to classify the processes and sub-processes followed in the pharmacy (ordering from supplier, receiving/storing/delivering ESA to the dialysis unit), dialysis unit (dose determination, ordering, receipt, registration, storage, administration, registration) and waste disposal unit. Time and material costs were recorded. Labour costs were derived from actual local wages while material costs came from the facilities' accounting records. Activities associated with ESA administration were listed and each activity evaluated to determine if dosing frequency affected the amount of resources required. RESULTS: A total of 21 centres in 8 European countries supplied data for 142 patients (mean) per hospital (range 42-648). Patients received various ESA regimens (thrice-weekly, twice-weekly, once-weekly, once every 2 weeks and once-monthly). Administering ESA every 2 weeks, the mean costs per patient per year for each process and the estimates of the percentage reduction in costs obtainable, respectively, were: pharmacy labour (10.1 euro, 39%); dialysis unit labour (66.0 euro, 65%); dialysis unit materials (4.11 euro, 61%) and waste unit materials (0.43 euro, 49%). LIMITATION: Impact on financial costs was not measured. CONCLUSION: ESA administration has quantifiable labour and material costs which are affected by dosing frequency.

Frequent users of emergency departments present very high prevalence of mental health and substance use disorders, which are largely underdiagnosed by clinicians

Background: The objective of this study was to determine if mental health and substance use diagnoses were equally detected in frequent users (FUs) compared to infrequent users (IUs) of emergency departments (EDs). Methods: In a sample of 399 adult patients (>= 18 years old) admitted to a teaching hospital ED, we compared the mental health and substance use disorders diagnoses established clinically and consigned in the medical files by the ED physicians to data obtained in face-to-face research interviews using the Primary Care Evaluation of Mental Disorders (PRIME-MD) and the Alcohol, Smoking and Involvement Screening Test (ASSIST). Between November 2009 and June 2010, 226 FUs (>4 visits within a year) who attended the ED were included, and 173 IUs (<= 4 visits within a year) were randomly selected from a pool of identified patients to comprise the comparison group. Results: For mental health disorders identified by the PRIME-MD, FUs were more likely than IUs to have an anxiety (34 vs. 16%, Chi2(1) = 16.74, p <0.001), depressive (47 vs. 25%, Chi2(1) = 19.11, p <0.001) or posttraumatic stress (PTSD) disorder (11 vs. 5%, Chi2(1) = 4.87, p = 0.027). Only 3/76 FUs (4%) with an anxiety disorder, 16/104 FUs (15%) with a depressive disorder and none of the 24 FUs with PTSD were detected by the ED medical staff. None of the 27 IUs with an anxiety disorder, 6/43 IUs (14%) with a depressive disorder and none of the 8 IUs with PTSD were detected. For substance use disorders identified by the ASSIST, FUs were more at risk than IUs for alcohol (24 vs. 7%, Chi2(1) = 21.12, p <0.001) and drug abuse/dependence (36 vs. 25%, Chi2(1) = 5.52, p = 0.019). Of the FUs, 14/54 (26%) using alcohol and 8/81 (10%) using drugs were detected by the ED physicians. Of the IUs, 5/12 (41%) using alcohol and none of the 43 using drugs were detected. Overall, there was no significant difference in the rate of detection of mental health and substance use disorders between FUs and IUs (Fisher's Exact Test: anxiety, p = 0.567; depression, p = 1.000; PTSD, p = 1.000; alcohol, p = 0.517; and drugs, p = 0.053). Conclusions: While the prevalence of mental health and substance use disorders was higher among FUs, the rates of detection were not significantly different for FUs vs. IUs. However, it may be that drug disorders among FUs were more likely to be detected.

A logistic regression approach to estimating customer profit loss due to lapses in insurance

This article focuses on business risk management in the insurance industry. A methodology for estimating the profit loss caused by each customer in the portfolio due to policy cancellation is proposed. Using data from a European insurance company, customer behaviour over time is analyzed in order to estimate the probability of policy cancelation and the resulting potential profit loss due to cancellation. Customers may have up to two different lines of business contracts: motor insurance and other diverse insurance (such as, home contents, life or accident insurance). Implications for understanding customer cancellation behaviour as the core of business risk management are outlined.

Effectiveness of interventions targeting frequent users of emergency departments: a systematic review

L'article publié de le cadre de cette thèse est intitulé "Effectiveness of interventions targeting frequent users of emergency departments: A systematic review." Il a été publié par les "Annals of Emergency Medicine (AEM)" en juillet 2011. Le titre en français pourrait être: "Efficacité des interventions ciblant les utilisateurs fréquents des services d'urgence: Une revue systématique." Le titre du journal américain pourrait être: "Annales de Médecine d'Urgence". Il s'agit du journal du "Collège Américain des Médecins d'Urgence", en anglais "American College of Emergency Physicians (ACEP)". L'article a été soumis à l'AEM en raison de l'intérêt que ses rédacteurs en chef portent pour le sujet des utilisateurs fréquents des services d'urgence, démontré depuis plus de dix ans par la publication de nombreux articles dans ce domaine. Le facteur d'impact de l'AEM est de surcroît le plus important des journaux d'urgence, assurant ainsi une large diffusion des articles publiés. Lors de sa publication, l'article a été accompagné d'un éditorial signé par le Docteur Maria C. Raven, médecin au Centre Hospitalier de Bellevue à New York, Etats-Unis.¦Contexte et enjeux¦La Direction Générale du Centre Hospitalier Vaudois (CHUV) finance, dans le cadre du plan stratégique 2009-2013, un axe "populations vulnérables". Cet axe est porté en grande partie par des projets développés au sein de la Policinlique Médicale Universitaire et l'Unité des Populations Vulnérables qui prend en charge, enseigne la prise en charge et s'interroge sur la prise en charge des personnes les plus vulnérables. C'est dans ce contexte que nous avons été amenés à réfléchir à l'existence éventuelle de marqueurs de vulnérabilité; l'utilisation fréquente des services d'urgence par certains individus constitue à n'en pas douter l'un de ces marqueurs. Il existe une importante littérature décrivant en détail ces utilisateurs fréquents des services d'urgence, raison pour laquelle nous avons décidé de faire un pas supplémentaire et de nous interroger sur l'efficacité des interventions (quelle qu'elles soient) ciblant cette population particulière. Nous avons ainsi entrepris une revue systématique de la littérature scientifique médicale et sociale pour approfondir cette question, et c'est précisément le résultat de cette recherche qui constitue ce travail de thèse.¦Conclusions et perspectives¦Les utilisateurs fréquents des services d'urgence sont des individus particulièrement vulnérables, et ce aussi bien aux Etats-Unis, qu'en Europe ou en Australie: ils présentent par exemple une mortalité supérieure aux autres utilisateurs des urgences; ils sont également plus à risque de présenter une consommation abusive d'alcool ou de drogues, une maladie mentale, ou une maladie chronique. Ils sont plus souvent sans abri, sans assurance et d'un statut socio-économique bas.¦De nombreuses interventions on été développées pour prendre en charge les utilisateurs fréquents des urgences. Le but de ces interventions est d'une part de réduire la consommation des services d'urgence et d'autre part d'améliorer la santé au sens large de ces patients vulnérables. C'est en ces termes (réduction de la fréquence d'utilisation des services d'urgence et amélioration de la santé) que l'efficacité d'une intervention est mesurée.¦Parmi l'ensemble des interventions étudiées, l'une semble particulièrement efficace pour réduire le nombre de visites aux urgences et améliorer un certain nombre de marqueurs sociaux (accès à un logement ou à une assurance-maladie). Cette intervention est appelée "case management" (ou "gestion de cas", difficile tentative de traduction de ce concept en français), et consiste en une approche multidisciplinaire (médecins, infirmiers, assistants sociaux) fournissant un service individualisé, dans le cadre de l'hôpital et souvent également dans la communauté. L'approche consiste à évaluer les besoins précis du patient, à l'accompagner dans son parcours de soin, à l'orienter si nécessaire et à mettre en place autour de lui un réseau communiquant de manière adaptée.¦Le "case management" ayant montré son efficacité dans la prise en charge des utilisateurs fréquents des services d'urgence, y-compris en termes de coûts, notre conclusion va dans le sens d'encourager les hôpitaux à évaluer l'importance de ce phénomène dans leur propre pratique et à mettre en place des équipes de prise en charge de ces patients, dans le double but de soutenir des patients particulièrement vulnérables et de réduire la consommation des services d'urgence. Suite à la réflexion suscitée par ce travail de thèse, une telle équipe a été mise en place en 2010, dans un cadre de recherche-action, au niveau du CHUV. Ce projet est dirigé par le Dr Patrick Bodenmann, responsable de l'Unité Populations Vulnérables de la Policlinique Médicale Universitaire de Lausanne. Le Dr Bodenmann est également le directeur de cette thèse et le dernier auteur de la revue systématique.

A Folk Theorem for Games when Frequent Monitoring Decreases Noise

This paper studies frequent monitoring in an infinitely repeated game with imperfect public information and discounting, where players observe the state of a continuous time Brownian process at moments in time of length _. It shows that a limit folk theorem can be achieved with imperfect public monitoring when players monitor each other at the highest frequency, i.e., _. The approach assumes that the expected joint output depends exclusively on the action profile simultaneously and privately decided by the players at the beginning of each period of the game, but not on _. The strong decreasing effect on the expected immediate gains from deviation when the interval between actions shrinks, and the associated increase precision of the public signals, make the result possible in the limit. JEL: C72/73, D82, L20. KEYWORDS: Repeated Games, Frequent Monitoring, Public Monitoring, Brownian Motion.