A Vision and implementation strategy for improved customer-oriented service delivery : implementing the National Performance Review's information technology recommendations /

"April 1995."

Barrier-free communications.

Mode of access: Internet.

Report digest follow-up report Department of Human Services' Early Intervention Program /

"The audit was conducted pursuant to Public Act 92-307, which became effective on August 9, 2001. This audit was conducted in accordance with generally accepted government auditing standards and the audit standards promulgated by the Office of the Auditor General at 74 Ill. Adm. Code 420.310. The audit report is transmitted in conformance with Section 3-14 of the Illinois State Auditing Act."--Cover letter.

Management motivation for using financial derivatives in Australia

This study takes a direct approach to determine management motivation for the use of financial derivatives. We survey a sample of Australian firms on attitudes to derivative use and financial risk management. Management views are sought on the importance of a series of theoretical reasons for using derivatives. Generally, we find that managers are focused on the broad reduction of risk and volatility of cash flows and earnings in using derivatives. Specific issues such as reducing bankruptcy costs, debt levels and taxation are not considered as important. A further interesting result from this research is that even though firms may use derivatives they may not necessarily hedge all of their annual exposures across different financial risks. This helps explain the inconsistency of results in many empirical studies on the determinants of derivative use.

Constraints to organizational learning during major change at a mental health services facility

This paper explains what happened during a three years long qualitative study at a mental health services organization. The study focuses on differences between espoused theory and theory in use during the implementation of a new service delivery model. This major organizational change occurred in a National policy environment of major health budget cutbacks. Primarily as a result of poor resourcing provided to bring about policy change and poor implementation of a series of termination plans, a number of constraints to learning contributed to the difficulties in implementing the new service delivery model. The study explores what occurred during the change process. Rather than blame participants of change for the poor outcomes, the study is set in a broader context of a policy environment—that of major health cutbacks.

Data Mining for Software Development Life Cycle Quality Management

Computer software plays an important role in business, government, society and sciences. To solve real-world problems, it is very important to measure the quality and reliability in the software development life cycle (SDLC). Software Engineering (SE) is the computing field concerned with designing, developing, implementing, maintaining and modifying software. The present paper gives an overview of the Data Mining (DM) techniques that can be applied to various types of SE data in order to solve the challenges posed by SE tasks such as programming, bug detection, debugging and maintenance. A specific DM software is discussed, namely one of the analytical tools for analyzing data and summarizing the relationships that have been identified. The paper concludes that the proposed techniques of DM within the domain of SE could be well applied in fields such as Customer Relationship Management (CRM), eCommerce and eGovernment. ACM Computing Classification System (1998): H.2.8.

Understanding innovation in outsourcing services

Recent years have witnessed an expansion in service industries such as finance, travel and retail. Firms in the services have shifted their traditional occupation with products to consider how value can be created and appropriated in the service industry [1]. In particular, information technology (IT) and IT-enabled business services have become central to a firm's ability to deliver value to its customers, driving firms to seek ways to improve their services and maintain their competitive position. In this regard, the last ten years have witnessed significant growth in the outsourcing industry which shifted from focus on low cost simple tasks such as coding to end-to-end delivery of services that range from IT services and customer services to more complex business services such as Finance and Accounting, Human Resources, Procurement, and knowledge-intensive services such as customer analysis and research services [2]. © 2012 Springer-Verlag.

Hogyan kezeljük a „közösségi ügyfeleket”? – Social CRM marketing és IT megközelítésben (How to manage social customer? Social CRM in marketing and IT context.)

Van egy szó, ami egyre fontosabb lesz a társadalom és a vállalatok számára is, ez a szó a közösség. A közösséghez tevékenységek tartoznak, és ezen a ponton kapcsolódik be a vállalat. A vállalkozások az elmúlt években a közösségi igényeket a CRM-(Customer Relationship Management) megoldásokkal szolgálták ki. Informatikailag a közösségi hálózatok, már nemcsak vállalkozási folyamatot, hanem ehhez kapcsoltan az emberek társadalmi igényét is megpróbálják lefedni az elektronika lehetőségeivel. Egyre inkább a közösségi vállalkozások korát éljük, melyben a folyamathoz tartozó közösségek megosztják, egymás rendelkezésére bocsátják az információkat. A korábbi klasszikus CRM-rendszerek csak begyűjtötték az információkat, ezzel ellenben a közösségi CRM-rendszerek kétirányú kommunikációt folytatnak, párbeszédet kezdeményeznek az ügyfelekkel, buzdítják őket, hogy mondják el a véleményüket. Vajon ez az új stratégia,egy teljesen új világot hoz el a vállalatok számára, vagy csak a CRM fejlődésének egy újabb fokát jelenti? A szerzők erre a kérdésre keresik a választ gyakorlati esetek és szakirodalmi publikációk feldolgozásával. ______ There is a word that begins to be more and more important for the society and the companies, and this word is community. We can talk about social networks, people seek the social demand they already had as a part of their lives for a long time, and this means that it appears in the electronic society as an essential need too. The community is not enough, activities are also needed and this is the point where the companies link in, who promote their goods and facilities to the outside world and with this they use the next stage of customer relationship management, the fulfilment of social needs. We live in the age of social shopping, communities are everywhere and everyone shares information, and up to the present classic CR M systems ran from static databases. On the contrary social CR M systems perform a two-way communication, start a conversation with customers and encourage them to tell their opinions, which always changes on social media, so they build a dynamic database and communicate with customers through response-reactions. Does this new strategy bring a whole new world to companies or is it only another step in the development and another channel of CRM?

Acreditação do Laboratório de Metrologia da Frilabo para Ensaios e Calibrações em Temperaturas

O trabalho desenvolvido centrou-se na preparação da acreditação NP EN ISO/IEC 17025 do Laboratório de Metrologia da empresa Frilabo para prestação de serviços na área das temperaturas, no ensaio a câmaras térmicas e na calibração de termómetros industriais. Considerando o âmbito do trabalho desenvolvido, são abordados nesta tese conceitos teóricos sobre temperatura e incertezas bem como considerações técnicas de medição da temperatura e cálculo de incertezas. São também referidas considerações sobre os diferentes tipos de câmaras térmicas e termómetros. O texto apresenta os documentos elaborados pelo autor sobre os procedimentos de ensaio a câmaras térmicas e respetivo procedimento de cálculo da incerteza. Também estão presentes neste texto documentos elaborados pelo autor sobre os procedimentos de calibração de termómetros industriais e respetivo procedimento de cálculo da incerteza. Relativamente aos ensaios a câmara térmicas e calibração de termómetros o autor elaborou os fluxogramas sobre a metodologia da medição da temperatura nos ensaios, a metodologia de medição da temperatura nas calibrações, e respetivos cálculos de incertezas. Nos diferentes anexos estão apresentados vários documentos tais como o modelo de folha de cálculo para tratamento de dados relativos ao ensaio, modelo de folha de cálculo para tratamento de dados relativo às calibrações, modelo de relatório de ensaio, modelo de certificado de calibração, folhas de cálculo para gestão de clientes/equipamentos e numeração automática de relatórios de ensaio e certificados de calibração que cumprem os requisitos de gestão do laboratório. Ainda em anexo constam todas as figuras relativas à monitorização da temperatura nas câmara térmicas como também as figuras da disposição dos termómetros no interior das câmaras térmicas. Todas as figuras que aparecem ao longo do documento que não estão referenciadas são da adaptação ou elaboração própria do autor. A decisão de alargar o âmbito da acreditação do Laboratório de Metrologia da Frilabo para calibração de termómetros, prendeu-se com o facto de que sendo acreditado como laboratório de ensaios na área das temperaturas, a realização da rastreabilidade dos padrões de medida internamente, permitiria uma gestão de recursos otimizada e rentabilizada. A metodologia da preparação de todo o processo de acreditação do Laboratório de Metrologia da Frilabo, foi desenvolvida pelo autor e está expressa ao longo do texto da tese incluindo dados relevantes para a concretização da referida acreditação nos dois âmbitos. A avaliação de todo o trabalho desenvolvido será efetuada pelo o organismo designado IPAC (Instituto Português de Acreditação) que confere a acreditação em Portugal. Este organismo irá auditar a empresa com base nos procedimentos desenvolvidos e nos resultados obtidos, sendo destes o mais importante o Balanço da Melhor Incerteza (BMI) da medição também conhecido por Melhor Capacidade de Medição (MCM), quer para o ensaio às câmaras térmicas, quer para a calibração dos termómetros, permitindo desta forma complementar os serviços prestados aos clientes fidelizados à Frilabo. As câmaras térmicas e os termómetros industriais são equipamentos amplamente utilizados em diversos segmentos industriais, engenharia, medicina, ensino e também nas instituições de investigação, sendo um dos objetivos respetivamente, a simulação de condições específicas controladas e a medição de temperatura. Para entidades acreditadas, como os laboratórios, torna-se primordial que as medições realizadas com e nestes tipos de equipamentos ostentem confiabilidade metrológica1, uma vez que, resultados das medições inadequados podem levar a conclusões equivocadas sobre os testes realizados. Os resultados obtidos nos ensaios a câmaras térmicas e nas calibrações de termómetros, são considerados bons e aceitáveis, uma vez que as melhores incertezas obtidas, podem ser comparadas, através de consulta pública do Anexo Técnico do IPAC, com as incertezas de outros laboratórios acreditados em Portugal. Numa abordagem mais experimental, pode dizer-se que no ensaio a câmaras térmicas a obtenção de incertezas mais baixas ou mais altas depende maioritariamente do comportamento, características e estado de conservação das câmaras, tornando relevante o processo de estabilização da temperatura no interior das mesmas. A maioria das fontes de incerteza na calibração dos termómetros são obtidas pelas características e especificações do fabricante dos equipamentos, que se traduzem por uma contribuição com o mesmo peso para o cálculo da incerteza expandida (a exatidão de fabricante, as incertezas herdadas de certificados de calibração, da estabilidade e da uniformidade do meio térmico onde se efetuam as calibrações). Na calibração dos termómetros as incertezas mais baixas obtêm-se para termómetros de resoluções mais baixas. Verificou-se que os termómetros com resolução de 1ºC não detetavam as variações do banho térmico. Nos termómetros com resoluções inferiores, o peso da contribuição da dispersão de leituras no cálculo da incerteza, pode variar consoante as características do termómetro. Por exemplo os termómetros com resolução de 0,1ºC, apresentaram o maior peso na contribuição da componente da dispersão de leituras. Pode concluir-se que a acreditação de um laboratório é um processo que não é de todo fácil. Podem salientar-se aspetos que podem comprometer a acreditação, como por exemplo a má seleção do ou dos técnicos e equipamentos (má formação do técnico, equipamento que não seja por exemplo adequado à gama, mal calibrado, etc…) que vão efetuar as medições. Se não for bem feita, vai comprometer todo o processo nos passos seguintes. Deve haver também o envolvimento do todos os intervenientes do laboratório, o gestor da qualidade, o responsável técnico e os técnicos, só assim é que é possível chegar à qualidade pretendida e à melhoria contínua da acreditação do laboratório. Outro aspeto importante na preparação de uma acreditação de um laboratório é a pesquisa de documentação necessária e adequada para poder tomar decisões corretas na elaboração dos procedimentos conducentes à referida. O laboratório tem de mostrar/comprovar através de registos a sua competência. Finalmente pode dizer-se que competência é a palavra chave de uma acreditação, pois ela manifesta-se nas pessoas, equipamentos, métodos, instalações e outros aspetos da instituição a que pertence o laboratório sob acreditação.

Proposta de avaliação de práticas sustentáveis nas operações de serviço em instituições de ensino superior da Rede Federal de Educação Profissional, Científica e Tecnológica

Higher Education Institutions (HEIs) have an extremely important social role, they are responsible for the place where they work and to form citizens who contribute to a fair and cooperative society. Universities can engage with sustainable development in planning, management, education, research, operations, community services, procurement of materials, transportation and infrastructure; this research seeks to analyze the sustainability practices in service operations in the Higher Education Institutions of the Federal Network of Professional, Scientific and Technological Education in Brazil through the development and application of a model called the Sustainability Assessment for Higher Technological Education (SAHTE). To achieve the proposed goal, a systematic survey of the scientific literature on sustainability assessment models in higher education institutions was conducted, making it possible to identify the characteristics and features of existing models. The model was applied through multiple case studies. The proposal compares the sustainability performance of service operations among individual institutions using a common methodology. It presents five areas to be evaluated in the HEI: Governance and Policies, People, Food, Water and Energy, and Waste and Environment, with a total of 134 questions. The need for greater support from the senior management of institutions to formulate and implement policies on sustainable development was identified when the lack of policies on sustainability in service operations was found; initiatives tend to be isolated. The participation of students and teachers in studies on the daily operations of the campus can be expanded and more widespread. The model seeks to evaluate sustainable practices in the service operations of the Brazilian Federal Network of Professional, Scientific and Technological Education; studies related to the evaluation of teaching sustainability are absent and the applicability of the model in private institutions and other countries is needed. The results obtained with the application of the SAHTE model are useful for the preparation and development of policies on sustainable development, especially in the service operations of the surveyed HEI. The results can sensitize staff and students, who can reflect on their roles in the HEI, as well as the community and suppliers.

Determinants of engagement in virtual social networks in Singapore

The use of virtual social networks (VSNs) has been prevalent among consumers worldwide. Numerous studies have investigated various aspects of VSNs. However, these studies have mainly focused on students and young adults as they were early adopters of these innovative networks. A search of the literature revealed there has been a paucity of research on adult consumers’ use of VSNs. This research study addressed this gap in the literature by examining the determinants of engagement in VSNs among adult consumers in Singapore. The objectives of this study are to empirically investigate the determinants of engagement in VSNs and to offer theoretical insights into consumers’ preference and usage of VSNs. This study tapped upon several theories developed in the discipline of technology and innovation adoption. These were Roger’s Diffusion of Innovation, Theory of Reasoned Action (TRA), Theory of Planned Behavior (TPB), Technology Acceptance Model (TAM), Conceptual Framework of Individual Innovation Adoption by Frambach and Schillewaert (2002), Enhanced Model of Innovation Adoption by Talukder (2011), Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and the Information Systems (IS) Success Model. The proposed research model, named the Media Usage Model (MUM), is a framework rooted in innovation diffusion and IS theories. The MUM distilled the essence of these established models and thus provides an updated, lucid explanation of engagement in VSNs. A cross-sectional, online social survey was conducted to collect quantitative data to examine the validity of the proposed research model. Multivariate data analysis was carried out on a data set comprising 806 usable responses by utilizing SPSS, and for structural equation modeling AMOS and SmartPLS. The results indicate that consumer attitude towards VSNs is significantly and positively influenced by: three individual factors – hedonic motivation, incentives and experience; two system characteristics – system quality and information quality; and one social factor – social bonding. Consumer demographics were found to influence people’s attitudes towards VSNs. In addition, consumer experience and attitude towards VSNs significantly and positively influence their usage of VSNs. The empirical data supported the proposed research model, explaining 80% of variance in attitude towards VSNs and 45% of variance in usage of VSNs. Therefore, the MUM achieves a definite contribution to theoretical knowledge of consumer engagement in VSNs by deepening and broadening our appreciation of the intricacies related to use of VSNs in Singapore. This study’s findings have implications for customer service management, services marketing and consumer behavior. These findings also have strategic implications for maximizing efficient utilization and effective management of VSNs by businesses and operators. The contributions of this research are: firstly, shifting the boundaries of technology or innovation adoption theories from research on employees to consumers as well as the boundaries of Internet usage or adoption research from students to adults, which is also known as empirical generalization; secondly, highlighting the issues associated with lack of significance of social factors in adoption research; and thirdly, augmenting information systems research by integrating important antecedents for success in information systems.

Petrofac International Limited: el mercadeo interno, una estrategia efectiva en el manejo de personal

Como futuros administrados es importante recordar que nuestra función no será únicamente crear una empresa y generar constantemente ingresos. Esto es una de tantas tareas que tiene una persona que se encamina por crear o ser parte de una empresa, sea grande o pequeña siempre existirán variables que con los años se han convertido más y más indispensables en los procesos de este recorrido. El tema principal de nuestro estudio de caso es entender el concepto del endomarketing o como muchos lo conocen marketing interno; en pocas palabras es algo que por años se ha visto su efectividad en la productividad y satisfacción de los empleados. Google es una de las multinacionales más grandes del mundo, que el ultimo reconocimiento fue por parte de uno de los ranking más influyentes “The World’s Billionaries” ocupando como el CEO de la compañía Larry Page el puesto #12 , que por años ha sabido invertir en su recurso más importante que son sus empleados. En una entrevista con la revista Fortune, Larry exclama que “es importante que la empresa sea una familia, que las personas sientan que son parte de la empresa, y que la empresa es como una familia para ellos. Cuando se trata a las personas de esa manera, se obtiene una mejor productividad”. Con este pequeño ejemplo e idea de cómo una de las marcas más influyentes en el mundo ha fortalecido su mejor recurso por años el cual le ha remunerado con el éxito que tiene hoy en día. Entonces es como el mercadeo interno o endomarketing siendo uno de los conceptos tratados en el mercadeo en general hoy en día, logrando meterse como un modelo de negocio en la mayoría de empresas que existen hoy. Este es uno de los motivos que nos motivó para desarrollar este estudio de caso que verán a continuación, el cual se basa en la investigación y análisis de variables que comprenden a la empresa Petrofac, y si bien ha sabido implementar el concepto en sus procesos diarios. El estudio de caso describe como a través de los años ha sabido implementar con éxito la herramienta de evaluación y análisis del mercado interno a los empleados que constituyen hoy en día Petrofac International Limited. Abarcaremos primero con los objetivos del estudio, seguido del inicio y crecimiento de la empresa en los últimos años, en que países tiene presencia y cuáles son sus proyectos más importantes hoy en día. El estudio de caso será implementado por un tipo de investigación descriptiva, que con la recopilación de suficiente información tanto cuantitativa como cualitativa nos ira fortaleciendo la hipótesis principal, usaremos datos estadísticos que serán recopilados de encuestas, entrevistas y focus group. Al final con el análisis y a las conclusiones que lleguemos se busca demostrar el impacto positivo que ha tenido los empleados de diferentes países y de diferentes culturas que poco a poco han influenciado a la empresa para alcanzar el éxito que ha logrado hasta ahora, y de la misma forma como la empresa ha influenciado en cada una de las vidas de estas personas sin importar el lugar en el que estén laborando, siempre la empresa busca que se sientan parte de ella. Como resultados generales, se obtienen argumentos que sustentan que la implementación del mercadeo interno le permite a la empresa generar ventajas competitivas y dinámicas, que son desarrolladas internamente para un futuro reflejarlas ante los clientes externos. El estudio permitió concluir que el mercadeo interno debe ser una estrategia de comunicación dentro de una empresa convirtiéndose de primera necesidad para la compañía, pues los beneficios que genera son cada vez más necesarios para cada área que abarca el negocio.

The role of relational capabilities in developing the capacity for supply chain innovation

The purpose of this paper is to gain a better understanding of the types of relational capabilities supply chain participants develop to enable ongoing supply chain innovation capacity building that produces improved business outcomes. This is exploratory research using qualitative data gathered by using five interviews, with the Australian road freight industry as the context. Two key relational capabilities and the improvement of four key business outcomes were identified as being present in the interaction of freight transport service providers with members of their supply chain. The data also demonstrates that by entering into competence building relationships with customers and suppliers firms can build capabilities that will increase their capacity for supply chain innovation. Even in short term arm’s length relationships firms can acquire improved skills behaviours and practices that enhance their operation effectiveness and the efficiency of the supply chain relationships.

Performance measurement and feedback in a public sector program

Establishing a framework for measuring the performance of public sector programs is fraught with dangers. Many public sector organisations are satisfied with measuring activity in programs and fail to see the need for establishing a framework that will meet the needs of participants and measure outcomes as well as activities. This paper explores how a government department in Queensland went about establishing a performance management framework to measure the outcomes and activities in a program that was a public private partnership. Findings indicate that using an iterative consultative approach performance measure can be put in place that are meaningful and assist the participants to review the program.