Linking customer satisfaction, quality, and strategic planning

By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.

Fatores visuais de design e sua influência nos valores de compra do consumidor

Este artigo explora o tema das experiências dos consumidores nos ambientes físicos oferecidos pelas empresas de serviços, avaliando o impacto de fatores visuais de design sobre a percepção de valor por parte dos clientes de um ponto de venda com autosserviço. Foram identificados os valores de compra dos usuários e as características de design percebidas no âmbito do varejo de autosserviço, envolvendo leiaute, sinalização e iluminação presentes no ambiente. O valor de compra, considerado uma resposta interna do consumidor ao ambiente de varejo, incluiu dimensões utilitárias e hedônicas. O método aplicado foi o cross-sectional survey, com a aplicação de questionário a 274 estudantes universitários, os quais manifestaram sua percepção de três diferentes livrarias com autoatendimento, ilustradas por fotos. Os resultados obtidos apontaram quatro características de design com influência significativa na formação de valor de compra dos consumidores sob a perspectiva utilitária e hedônica.

Do stakeholders matter in strategic decision making of a sports organization?

This study aims to identify and prioritize the stakeholders involved in making decisions in a sports organization. A multiple linear regression analysis was used to assess the influence of the attributes of power, legitimacy and urgency on the salience of the various stakeholders. The results showed a convergence of external and internal decision makers' perceptions, concerning the three main stakeholder groups: top management, sponsors and member association. Pearson correlations identified four types of stakeholder: definitive, dangerous, demanding and non-stakeholders. A generalized differentiation was also found in stakeholder classification, regarding evaluation of attributes, between external and internal decision makers. In addition, the study suggests the success of organizations' management will depend on correct identification of stakeholders and consequent assessment of their relevance, in order to highlight who should get priority, and how, in strategic decision making.

STRATEGIC DECISIONS OF FAMILY FIRMS ON CASH ACCUMULATION

ABSTRACTGiven the particular strengths, weaknesses, and peculiarities of family firms as well as the importance of liquidity in today’s marketplace, we analyze the distinct characteristics and strategies of family businesses related to the amount of cash a firm holds. We look beyond the traditional factors that influence decisions related to cash management to examine factors that are particularly important for family firms. Specifically, we outline the relevance of strategic decisions guided by family firms’ conservatism, flexibility, long-term view, and the active control that they have over family members. To our knowledge, no prior studies exist regarding family firms and their strategic adjustment of cash holding. Therefore, we investigate whether the ownership structure of the firm (through the presence of a controlling family) moderates decisions on cash holding. We found that family firms tend to accumulate cash for strategic reasons and as a result of their own idiosyncrasies. Thus, family firms can achieve optimal cash accumulation more efficiently than non-family firms.

The undergraduate level (1st study cycle) as a fundamental platform/standard for the development of Urban and Regional Planning in higher education programs

LUDA is a research project of Key Action 4 "City of Tomorrow & Cultural Heritage" of the programme "Energy, Environment and Sustainable Development" within the Fifth Framework Programme of the European Commission

Design and Crime (And other Diatribes)

Revista de Filosofia da Unidade de Investigação em Ciência, Tecnologia e Sociedade da Universidade Lusófona

Design Digital: Do traço ao pixel

Neste artigo pretende-se compreender a aversão que designers (e arquitectos, inclusive) sentem verdadeiramente em relação “ao computador”. Se de um modo ele é um excelente parceiro aceite por todos, simultaneamente, é com muita apreensão que se programam currículos de disciplinas universitárias para que os alunos aprendam as características projectuais do design, desenvolvam capacidade criativa (inteligência no uso de recursos para a produção de conceitos ou objectos) usando o computador sistematicamente, ou seja, não apenas como uma ferramenta de desenho, mas também de projecto (design). Os automatismos continuam a ser os monstros de hoje, porém, como aqui defendemos, os computadores sempre projectaram sombra humana, são “apenas” máquinas hipermédias que recorrem a existentes tecnologias para, supostamente, criarem novas mais transparentes na relação homem-máquina.

Ensuring dynamic strategic fit of firms that compete globally in alliances and networks: proposing the Global SNA - Strategic Network Analysis - framework

In order to sustain their competitive advantage in the current increasingly globalized and turbulent context, more and more firms are competing globally in alliances and networks that oblige them to adopt new managerial paradigms and tools. However, their strategic analyses rarely take into account the strategic implications of these alliances and networks, considering their global relational characteristics, admittedly because of a lack of adequate tools to do so. This paper contributes to research that seeks to fill this gap by proposing the Global Strategic Network Analysis - SNA - framework. Its purpose is to help firms that compete globally in alliances and networks to carry out their strategic assessments and decision-making with a view to ensuring dynamic strategic fit from both a global and relational perspective.

A Feedback Learning and Mental Models Perspective on Strategic Decision Making

This study aims to be a contribution to a theoretical model that explains the effectiveness of the learning and decision-making processes by means of a feedback and mental models perspective. With appropriate mental models, managers should be able to improve their capacity to deal with dynamically complex contexts, in order to achieve long-term success. We present a set of hypotheses about the influence of feedback information and systems thinking facilitation on mental models and management performance. We explore, under controlled conditions, the role of mental models in terms of structure and behaviour. A test based on a simulation experiment with a system dynamics model was performed. Three out of the four hypotheses were confirmed. Causal diagramming positively influences mental model structure similarity, mental model structure similarity positively influences mental model behaviour similarity, and mental model behaviour similarity positively influences the quality of the decision.

A Feedback Learning and Mental Models Perspective on Strategic Decision Making

This study aims to be a contribution to a theoretical model that explains the effectiveness of the learning and decision-making processes by means of a feedback and mental models perspective. With appropriate mental models, managers should be able to improve their capacity to deal with dynamically complex contexts, in order to achieve long-term success. We present a set of hypotheses about the influence of feedback information and systems thinking facilitation on mental models and management performance. We explore, under controlled conditions, the role of mental models in terms of structure and behaviour. A test based on a simulation experiment with a system dynamics model was performed. Three out of the four hypotheses were confirmed. Causal diagramming positively influences mental model structure similarity, mental model structure similarity positively influences mental model behaviour similarity, and mental model behaviour similarity positively influences the quality of the decision

The portuguese insurance industry: basis for strategic process decision

Nowadays, the Portuguese insurance industry operates in a market with a much more aggressive structure than a few decades ago. Markets and the economy have become globalised since the last decade of the 20th century. Market forces have gradually shifted – power is now mainly on the demand side. In order to meet the new requirements, the insurance industry must develop a strong strategic ability to respond to constant changes of the new international economic order.One of the basic aspects of this strategic development will focus on the ability to predict the future. We introduce the subject by briefly describing the sector, its organisational structure in the Portuguese market, and challenges arising from the development of the European Union. We then analyse the economic and financial structure of the sector. From this point of view, we aim at the possibility of designing models that could explain the demand for insurance, claims and technical reserves evolution. Such models, (even if based on the past), would resolve, at least partly, one of the greatest difficulties experienced by insurance companies when estimating the budget. Thus, we examine the existence of variables that explain the previous points, which are capable of forming a basis for designing models that are simple but efficient, and can be used for strategic planning.

O design do manual escolar

O manual escolar, pelas suas características, é um produto de design gráfico, disciplina que tardou a desenvolver-se em Portugal. Após o 25 de Abril, as editoras escolares expandiram-se, e a globalização do ensino teve como consequência o aumento do número de manuais escolares. O desenvolvimento do design gráfico está intimamente ligado ao desenvolvimento da tecnologia informática, contribuindo fortemente para a alteração das características do manual escolar, sendo a mais notória a importância dada à imagem como portadora de informação. Sem investigação que suporte o seu actual formato, nem formação dos professores que permita explorar as suas novas potencialidades, interrogamo-nos sobre a sua eficácia. O campo da teoria da imagem é vasto e a sua aplicação, quer na realização, quer na exploração pedagógica do manual escolar, exige alguma sistematização que procuramos apresentar.