Customer relationship management: A content analysis of issues and best practices

This dissertation is a study of customer relationship management theory and practice. Customer Relationship Management (CRM) is a business strategy whereby companies build strong relationships with existing and prospective customers with the goal of increasing organizational profitability. It is also a learning process involving managing change in processes, people, and technology. CRM implementation and its ramifications are also not completely understood as evidenced by the high number of failures in CRM implementation in organizations and the resulting disappointments. ^ The goal of this dissertation is to study emerging issues and trends in CRM, including the effect of computer software and the accompanying new management processes on organizations, and the dynamics of the alignment of marketing, sales and services, and all other functions responsible for delivering customers a satisfying experience. ^ In order to understand CRM better a content analysis of more than a hundred articles and documents from academic and industry sources was undertaken using a new methodological twist to the traditional method. An Internet domain name (http://crm.fiu.edu) was created for the purpose of this research by uploading an initial one hundred plus abstracts of articles and documents onto it to form a knowledge database. Once the database was formed a search engine was developed to enable the search of abstracts using relevant CRM keywords to reveal emergent dominant CRM topics. The ultimate aim of this website is to serve as an information hub for CRM research, as well as a search engine where interested parties can enter CRM-relevant keywords or phrases to access abstracts, as well as submit abstracts to enrich the knowledge hub. ^ Research questions were investigated and answered by content analyzing the interpretation and discussion of dominant CRM topics and then amalgamating the findings. This was supported by comparisons within and across individual, paired, and sets-of-three occurrences of CRM keywords in the article abstracts. ^ Results show that there is a lack of holistic thinking and discussion of CRM in both academics and industry which is required to understand how the people, process, and technology in CRM impact each other to affect successful implementation. Industry has to get their heads around CRM and holistically understand how these important dimensions affect each other. Only then will organizational learning occur, and overtime result in superior processes leading to strong profitable customer relationships and a hard to imitate competitive advantage. ^

Vulnerabilidade socioambiental no bairro de Mãe Luíza, Natal – RN/Brasil

This work has as object the elaboration of social environmental indicator of disaster risk that are present in precarious areas of human occupation, related to intense environmental dynamic from the perspective of the studies about the subject in Geography. The District of Mãe Luiza in Natal, capital city of Rio Grande do Norte, was defined as the study area. The place was chosen because it presents –historically- several vulnerability conditions and exposure to disaster risk. After a local social environmental description, two indexes were elaborated: the Social Vulnerability Index (SVI or IVS in Portuguese), based on 17 (seventeen) variables arranged on a questionnaire addressed to the population nucleus of the district, on regular grid (systematic sampling), classified into 5 (five) levels of SV from the weighted average; and the Physical and Natural Exposure to the Mass Movements Index (EMMI or IEMM in Portuguese) which had 16 (sixteen) variables that feature conditions of exposure to the mass movements in the district with classified levels from the weighted average of 1 (one) to 5 (five). The relationship between these two results, specialized in the district map, produced the Social Environmental Vulnerability Index (SEVI or IVSA in Portuguese) of Mãe Luiza, also classified into 5 (five) levels, following the Boolean logic correlation for cartographic overlay with use of computer software ArcGIS v.9.3, being named as: Very Low; low; average; high; and Very High Environmental Vulnerability in District. The study is based on the methodology proposed by Guerra et al (2009) for EMMI and by Almeida (2010) for SVI. They were modified and adapted according to the local reality, producing a new methodology in this study area. It was concluded that the neighborhood has most of its area with High and Very High Socio-environmental vulnerability to disasters, defined seven (7) critical areas, with Very High IVSA, and hazards associated with mass movements or flooding. In the end, the main issues that were found, such as generating elements for proposing mitigation measures and/or the proposed interventions were enumerated, related to structural order of vulnerability factors: how low constructive pattern of households; poor urban drainage; Real Estate forsaken in landslide routes; infrastructure ready access roads and slope containment. And social: as a lack of education about environmental risk; income and education of residents; presence of persons with limited mobility and/or those with special needs. This reality highlights the need for urgent action applied to the resolution and/or reduction of these problems, which is focusing the end of this work.

A Mulher na Psicologia: um estudo de caso

Objetivos: Este estudo tem como objetivo analisar as representações da Mulher no discurso científico, em particular nas Ciências Sociais e do Comportamento. Metodologia: Optámos por um estudo de caso com uma abordagem metodológica de análise de conteúdo qualitativa, com recursos a informações quantitativas utilizando o software informático MAXQDA 12. A análise foi desenvolvida a partir de uma grelha de categorização que delineámos. Amostra: A nossa amostra é composta por um conjunto de 122 artigos publicados em 9 revistas científicas portuguesas na área da Psicologia no ano de 2015. Resultados: Atráves da análise dos 122 artigos, no conjunto das 9 revistas, obtivemos uma predominência da categoria “Família”, seguida do “Género” e por posteriormente da “Agressão”. Em comparação com o número de artigos em que as categorias estão presentes, obtivemos algumas diferenças. A categoria “Família” é a mais frequente, depois “Feminino” e por fim a “Agressão”, sendo estas também as que tiveram em destaque em maior parte das revistas analisadas. Verificámos que em algumas revistas havia mais que uma categoria prevalecente. Destacamos também que mais de metade das categorias não revelaram predominância nem relevância ao longo do estudo. Conclusão: O dicurso em relação à Mulher nos estudo científicos das Ciências Sociais e do Comportamento continua a manter-se ligado às representações sociais tradicionais, associadas à família e ao feminino. Não verificámos uma verdadeira transformação nos Estudo da Mulher, mas antes um eco de outros discursos e representações societariamente aceites. / Objectives: This study aimed to analyse the representations of Women in scientific discourse, particularly in Social and Behavioural Sciences. Methodology: We developed a case study using a methodological approach with qualitative content analysis, with resources to quantitative information using computer software MAXQDA 12. The analysis was developed from a grid of categorization that we outlined. Sample: Our sample is composed of a set of 122 articles published in 9 Portuguese scientific journals in Psychology in 2015. Results: Through the analysis of 122 articles in the nine journals, we obtained a relevance of the "Family" category, followed by "Gender" and "Aggression". Comparing the number of articles in which the categories are present, we found some differences. "Family" is the most frequent, followed by "Female" and "Aggression", which are also the categories that were highlighted in most of the journals analysed. We found that in some journals had more than a prevailing category. We also note that more than half of the categories did not show dominance or relevance throughout the study. Conclusions: The discourse on women in scientific studies of Social and Behavioural Sciences continues to remain linked to traditional social representations associated with the family and the female. We not noticed a real change in the Women's Study, but an echo of other speeches and corporate aspects accepted representations.

Two-machine open shop scheduling with special transportation times

Abstract not available

Modelling turbulent flow dynamics in AC magnetic field

Abstract not available

Aplicación y comparación de la metodología de diseño Top Down y Bottom Up

Este proyecto estudia y compara las metodologías Bottom Up y Top Down, utilizadas en el desarrollo de productos dentro de un departamento de manufactura en un ambiente colaborativo -- Se desarrolló un producto mediante ambas metodologías, posteriormente se analizó su incidencia en el comportamiento de indicadores de gestión, que miden el desempeño de una organización -- Se destacan también los beneficios del Top Down en la manufactura de grandes ensambles, tomando como ejemplo un torno

Enhancing the numerical performance of fire field models (CMS Paper)

This paper describes two new techniques designed to enhance the performance of fire field modelling software. The two techniques are "group solvers" and automated dynamic control of the solution process, both of which are currently under development within the SMARTFIRE Computational Fluid Dynamics environment. The "group solver" is a derivation of common solver techniques used to obtain numerical solutions to the algebraic equations associated with fire field modelling. The purpose of "group solvers" is to reduce the computational overheads associated with traditional numerical solvers typically used in fire field modelling applications. In an example, discussed in this paper, the group solver is shown to provide a 37% saving in computational time compared with a traditional solver. The second technique is the automated dynamic control of the solution process, which is achieved through the use of artificial intelligence techniques. This is designed to improve the convergence capabilities of the software while further decreasing the computational overheads. The technique automatically controls solver relaxation using an integrated production rule engine with a blackboard to monitor and implement the required control changes during solution processing. Initial results for a two-dimensional fire simulation are presented that demonstrate the potential for considerable savings in simulation run-times when compared with control sets from various sources. Furthermore, the results demonstrate the potential for enhanced solution reliability due to obtaining acceptable convergence within each time step, unlike some of the comparison simulations.

A comparison of predictions from the buildingEXODUS evacuation model with experimental data

Abstract not available

The numerical simulation of aircraft evacuation and its application to aircraft safety

Abstract not available

Incorporación de un sistema de almacenamiento de experiencias a un ecosistema educativo para permitir el uso de técnicas de análisis de datos (Educational Analytics)

La Universidad EAFIT, en los últimos años, por medio de la realización de varias investigaciones, ha estado desarrollado una propuesta con la cual se busca definir los componentes tecnológicos que deben componer un ecosistema de aplicaciones educativas, con el fin de apalancar la adopción del modelo de ubicuidad en las instituciones de educación superior -- Por medio del grupo de investigación de desarrollo e innovación en Tecnologías de la Información y las Comunicaciones (GIDITIC) ha realizado la selección de los primeros componentes del ecosistema en trabajos de tesis de grado de anteriores investigaciones[1, 2] -- Adicionalmente, algunos trabajos realizados por el gobierno local de la Alcaldía de Medellín en su proyecto de Medellín Ciudad Inteligente[3], también realizó una selección de algunos componentes que son necesarios para la implementación del portal -- Ambas iniciativas coinciden en la inclusión de un componente de registro de actividades, conocido como \Sistema de almacenamiento de experiencias" (LRS) -- Dados estos antecedentes, se pretende realizar una implementación de un LRS que cumpla con los objetivos buscados en el proyecto de la Universidad, siguiendo estándares que permitan asegurar la interoperabilidad con los otros componentes del ecosistema de aplicaciones educativas

The use of electronic voting systems to enhance deep learning.

The present paper introduces a technology-enhanced teaching method that promotes deep learning. Four stages that correspond to four different student cohorts were used for its development and to analyse its effectiveness. The effectiveness of the method has been assessed in terms of examination results as well as results obtained from class response system software statistics. The evidence gathered indicates that the method developed is very effective and its implementation is straightforward. Furthermore, its success in achieving results seems to be independent of the skills and/or experience of the lecturer.

Interaction techniques with novel multimodal feedback for addressing gesture-sensing systems

Users need to be able to address in-air gesture systems, which means finding where to perform gestures and how to direct them towards the intended system. This is necessary for input to be sensed correctly and without unintentionally affecting other systems. This thesis investigates novel interaction techniques which allow users to address gesture systems properly, helping them find where and how to gesture. It also investigates audio, tactile and interactive light displays for multimodal gesture feedback; these can be used by gesture systems with limited output capabilities (like mobile phones and small household controls), allowing the interaction techniques to be used by a variety of device types. It investigates tactile and interactive light displays in greater detail, as these are not as well understood as audio displays. Experiments 1 and 2 explored tactile feedback for gesture systems, comparing an ultrasound haptic display to wearable tactile displays at different body locations and investigating feedback designs. These experiments found that tactile feedback improves the user experience of gesturing by reassuring users that their movements are being sensed. Experiment 3 investigated interactive light displays for gesture systems, finding this novel display type effective for giving feedback and presenting information. It also found that interactive light feedback is enhanced by audio and tactile feedback. These feedback modalities were then used alongside audio feedback in two interaction techniques for addressing gesture systems: sensor strength feedback and rhythmic gestures. Sensor strength feedback is multimodal feedback that tells users how well they can be sensed, encouraging them to find where to gesture through active exploration. Experiment 4 found that they can do this with 51mm accuracy, with combinations of audio and interactive light feedback leading to the best performance. Rhythmic gestures are continuously repeated gesture movements which can be used to direct input. Experiment 5 investigated the usability of this technique, finding that users can match rhythmic gestures well and with ease. Finally, these interaction techniques were combined, resulting in a new single interaction for addressing gesture systems. Using this interaction, users could direct their input with rhythmic gestures while using the sensor strength feedback to find a good location for addressing the system. Experiment 6 studied the effectiveness and usability of this technique, as well as the design space for combining the two types of feedback. It found that this interaction was successful, with users matching 99.9% of rhythmic gestures, with 80mm accuracy from target points. The findings show that gesture systems could successfully use this interaction technique to allow users to address them. Novel design recommendations for using rhythmic gestures and sensor strength feedback were created, informed by the experiment findings.