La gestión de relaciones con clientes (CRM): sector de seguridad privada

Esta tesis pretende describir la situación actual del sector de seguridad privada, al implementar y adoptar estrategias de CRM. Con una revisión confiable y el estudio de casos relacionados con el tema, lo cual permitirá constatar la realidad en cuanto la aplicación del modelo, en el sector de seguridad privada, según lo planteado por diversos autores. Los resultados obtenidos permitirán, de este modo, al sector y a sus gerentes, desarrollar estrategias que ayuden a la satisfacción de sus clientes y a la prestación de un mejor servicio. En el campo académico, este estudio servirá como guía teórico-práctica para estudiantes y profesores, de modo que permitirá afianzar conocimientos en cuanto al CRM, al marketing relacional y su uso en el sector de seguridad privada. Según este modelo la información acerca de los clientes, es una información estratégica vital para las organizaciones que ayuda a la toma de decisiones, pronosticar cambios en cuanto a demanda, además de establecer control sobre procesos en los que se involucre el cliente; de modo que la adopción e implementación de CRM, ayude a la empresa, en este caso a las del sector de seguridad privada, a estar atentos a la manera como se interactúa con el cliente y por ende mejorar el servicio, lo que tendrá repercusión en la percepción que tenga de la organización el cliente. De este modo, se ve como en la actualidad las estrategias de CRM definen el rumbo de una empresa, ayudando atraer nuevos clientes y además de esto, ayuda de igual modo a mantener felices a los clientes actuales; lo cual repercute en la demanda o el requerimiento del servicio, y así en una mejor rentabilidad para las empresas del sector. Razones por las que el sector de vigilancia se verá beneficiado por medio de las estrategias del CRM, lo que lo llevara a ofrecer mejores servicios a sus clientes.

Caracterización de la relación estratégica comunitaria y la salud financiera en empresas de mercados emergentes

El presente proyecto, se planteó una necesidad clara por satisfacer. Las organizaciones hoy en día, necesitan nuevas herramientas que permitan predecir y minimizar riesgos de mercado, con el fin de mejorar su desempeño, su competitividad, su salud financiera y sobre todo, ser más perdurables en ambientes caóticos e inestables. Se planteó un objetivo claro a cumplir, cómo pueden las empresas mejorar su relación con los consumidores y sus comunidades, con el fin de, identificar factores que impacten positivamente la salud financiera de las organizaciones. Es pertinente, el estudio de la salud financiera en empresas de mercados emergentes y los impactos en la implementación de diferentes estrategias comunitarias para establecer métodos que minimicen los riesgos y mejoren el desempeño empresarial. Para cumplir la propuesta planteada, fue necesario abarcar diferentes fuentes de información relacionadas a temas financieros y de mercadeo. Se buscó, tomar ejemplos, teorías y modelos ya implementados en estudios similares y con objetivos en común, relacionados a: uso de indicadores financieros, valoración corporativa, valoración de los estados financieros, diagnóstico de la salud financiera, el uso de estrategias de mercadeo relacional, la fidelización de clientes y el uso de estrategias comunitarias. Además, fue necesaria la búsqueda de empresas en los mercados emergentes de Brasil y Colombia, que representan el tipo de muestra deseada para desarrollar el estudio y sus objetivos. A dicha empresa, se le realizará una serie de estudios para poder satisfacer las necesidades planteadas en el presente proyecto. Por medio de dichos estudios, se pretende identificar relaciones en el uso de estrategias comunitarias y sus impactos en la salud financiera de las organizaciones. Es importante, identificar factores de riesgo y de protección para prevenir impactos negativos o potencializar aquellos que beneficien a las empresas. Con lo anterior, será posible obtener pruebas o herramientas que mejoren los procesos de toma de decisiones de alta dirección, la formulación de directrices en estrategia corporativa y definición de ventajas competitivas de la organización. Se pretende, brindar una aproximación a nuevos conocimientos y enfoques de estudios, expuestos en el proyecto, para mejorar la ciencia de la gestión, el desempeño y la perdurabilidad empresarial en mercados emergentes. El proyecto, tomó como fuente de estudio, el banco Brasileño Itau Unibanco Holding S.A. que representa de la mejor forma, el tipo de muestra necesaria para poder cumplir con los objetivos planteados. El banco, tienen presencia en la región bastante importante y sigue con metas de expansión e internacionalización. Además de eso, es considerado el banco privado más grande de Brasil, el cuarto mayor de Chile y la quinta institución financiera de Colombia. Ha sido ganador, de varios galardones y reconocimiento por sus buenas practicas, su enfoque hacia la sostenibilidad, la sociedad, el buen ambiente y los derechos. El proyecto, culminó demostrando que efectivamente el uso de estrategias comunitarias tiene un impacto importante en la imagen corporativa, la reputación y como consecuencia, en la estabilidad financiera. Se evidenció, también, el desempeño del banco Itau Unibanco Holding del año 2013, donde, se aplicaron diferentes estudios, indicadores y demás, que demostraron un buen resultado, y por ende, una fuerte posición y salud financiera. Adicionalmente, se mostraron diferentes tipos de estrategias que el banco usa hoy en día dirigidas a las comunidades, evidenciando ejemplos en Brasil y en Chile y describiendo los proyectos, los programas o las estrategias que el banco usa para aportar a la comunidad, ser parte de la sociedad, mejorar su imagen, aumentar su reputación, profundizar en la caracterización de las necesidades de sus consumidores y revertir todo lo anterior en mejores soluciones, mejores productos y mejores formas de relacionamiento. Dicha integración en el ambiente y en el entorno de sus consumidores impacta de buena manera los resultados financieros y permite que la posición en el mercado se mantenga fuerte y firme.

Interview with Martha "Marty" Grigsby

In her December 10, 2012 interview with Robert Ryals, Martha Grigsby detailed her thoughts and memories of her time at Winthrop University. Grigsby shares the story of how she was able to attend Winthrop and the members of her community who assisted her in this process. Included are details of working in the dining hall on a scholarship, how relationships were formed amongst students, and how the students navigated Winthrop’s strict rules. Grigsby concludes her interview by stating how Winthrop helped her career as an educator and how she has stayed involved as an alumna. This interview was conducted for inclusion into the Louise Pettus Archives and Special Collections Oral History Program.

Interview with Leonard Hewell "Kip" Carter

In his February 10, 2012 interview with Robert Ryals, Leonard Hewell “Kip” Carter details growing up in the South during segregation and the Civil Rights Movement, as well as his life as political aide/campaign treasurer to Newt Gingrich. Included are details of his college education at UNC-Chapel Hill – classes, professor, and the Red Scare. Carter shares the history of his friendship and working relationship with Newt Gingrich, the scandals Gingrich faced, and the ultimate end of their relationship. This interview was conducted for inclusion into the Louise Pettus Archives and Special Collections Oral History Program.

Interview with Richard Dinning

In his October 17, 2012 interview with Robert Ryals, Richard Dinning details his thoughts and memories as an army air corps cadet at Winthrop. Dinning includes details of his career in the Army Air Corp during WWII. This interview was conducted for inclusion into the Louise Pettus Archives and Special Collections Oral History Program.

Interview with Frances Case

In her October 11, 2012 interview with Robert Ryals, Frances Case details her experience at Winthrop from 1947-1951. In particular, Case provides insight into the many rules and regulations students had to follow concerning dress, the Blue Line, curfew, cars, and smoking. Case speaks about student and dorm life, and her experience as a graduate student at Columbia University in New York City. Case concludes her interview by discussing her involvement with Winthrop since she graduated. This interview was conducted for inclusion into the Louise Pettus Archives and Special Collections Oral History Program.

Interview with Barbara Haigler

In this interview on December 3, 2012, Robert Ryals speaks to Barbara Haigler, an alumnus of Winthrop University, about her memories of campus life. This interview covers Haigler’s time at Winthrop until her graduation in 1957. Among other things, Haigler discusses her memories of dorm life, classes, and social events. This interview was conducted for inclusion into the Louise Pettus Archives and Special Collections Oral History Program.

Recovery of hearing and vocal behavior after hair-cell regeneration

Postmitotic hair-cell regeneration in the inner ear of birds provides an opportunity to study the effect of renewed auditory input on auditory perception, vocal production, and vocal learning in a vertebrate. We used behavioral conditioning to test both perception and vocal production in a small Australian parrot, the budgerigar. Results show that both auditory perception and vocal production are disrupted when hair cells are damaged or lost but that these behaviors return to near normal over time. Precision in vocal production completely recovers well before recovery of full auditory function. These results may have particular relevance for understanding the relation between hearing loss and human speech production especially where there is consideration of an auditory prosthetic device. The present results show, at least for a bird, that even limited recovery of auditory input soon after deafening can support full recovery of vocal precision.

Arabidopsis signal transduction mutant defective in chemically and biologically induced disease resistance.

Plants possess multiple resistance mechanisms that guard against pathogen attack. Among these are inducible systems such as systemic acquired resistance (SAR). SAR is activated by pathogen exposure and leads to an increase in salicylic acid (SA), high-level expression of SAR-related genes, and resistance to a spectrum of pathogens. To identify components of the signal transduction pathways regulating SAR, a mutant screen was developed that uses 2,6-dichloroisonicotinic acid as an activator of SAR gene expression and pathogen resistance, followed by assays for resistance to the fungal pathogen Peronospora parasitica. Mutants from this screen were subsequently examined to assess their defense responses. We describe here a recessive mutation that causes a phenotype of insensitivity to chemical and biological inducers of SAR genes and resistance. These data indicate the existence of a common signaling pathway that couples these diverse stimuli to induction of SAR genes and resistance. Because of its non-inducible immunity phenotype, we call this mutant nim1. Although nim1 plants fail to respond to SA, they retain the ability to accumulate wild-type levels of SA, a probable endogenous signal for SAR. Further, the ability of nim1 plants to support growth of normally incompatible races of a fungal pathogen indicates a role for this pathway in expression of genetically determined resistance, consistent with earlier findings for transgenic plants engineered to break down SA. These results suggest that the wild-type NIM1 gene product functions in a pathway regulating acquired resistance, at a position downstream of SA accumulation and upstream of SAR gene induction and expression of resistance.

Signal transduction in systemic acquired resistance.

Systemic acquired resistance (SAR) is an important component of plant defense against pathogen infection. Accumulation of salicylic acid (SA) is required for the induction of SAR. However, SA is apparently not the translocated signal but is involved in transducing the signal in target tissues. Interestingly, SA accumulation is not required for production and release of the systemic signal. In addition to playing a pivotal role in SAR signal transduction, SA is important in modulating plant susceptibility to pathogen infection and genetic resistance to disease. It has been proposed that SA inhibition of catalase results in H2O2 accumulation and that therefore H2O2 serves as a second messenger in SAR signaling. We find no accumulation of H2O2 in tissues expressing SAR; thus the role of H2O2 in SAR signaling is questionable.

Potential mitigation of midwest grass-finished beef production emissions with soil carbon sequestration in the United States of America

Beef production can be environmentally detrimental due in large part to associated enteric methane (CH4) production, which contributes to climate change. However, beef production in well-managed grazing systems can aid in soil carbon sequestration (SCS), which is often ignored when assessing beef production impacts on climate change. To estimate the carbon footprint and climate change mitigation potential of upper Midwest grass-finished beef production systems, we conducted a partial life cycle assessment (LCA) comparing two grazing management strategies: 1) a non-irrigated, lightly-stocked (1.0 AU/ha), high-density (100,000 kg LW/ha) system (MOB) and 2) an irrigated, heavily-stocked (2.5 AU/ha), low-density (30,000 kg LW/ha) system (IRG). In each system, April-born steers were weaned in November, winter-backgrounded for 6 months and grazed until their endpoint the following November, with average slaughter age of 19 months and a 295 kg hot carcass weight. As the basis for the LCA, we used two years of data from Lake City Research Center, Lake City, MI. We included greenhouse gas (GHG) emissions associated with enteric CH4, soil N2O and CH4 fluxes, alfalfa and mineral supplementation, and farm energy use. We also generated results from the LCA using the enteric emissions equations of the Intergovernmental Panel on Climate Change (IPCC). We evaluated a range of potential rates of soil carbon (C) loss or gain of up to 3 Mg C ha-1 yr-1. Enteric CH4 had the largest impact on total emissions, but this varied by grazing system. Enteric CH4 composed 62 and 66% of emissions for IRG and MOB, respectively, on a land basis. Both MOB and IRG were net GHG sources when SCS was not considered. Our partial LCA indicated that when SCS potential was included, each grazing strategy could be an overall sink. Sensitivity analyses indicated that soil in the MOB and IRG systems would need to sequester 1 and 2 Mg C ha-1 yr-1 for a net zero GHG footprint, respectively. IPCC model estimates for enteric CH4 were similar to field estimates for the MOB system, but were higher for the IRG system, suggesting that 0.62 Mg C ha-1 yr-1 greater SCS would be needed to offset the animal emissions in this case.