Submitted by Priscilla Araujo (priscilla@ibict.br) on 2016-11-10T18:26:35Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) nakamura2013.pdf: 3425310 bytes, checksum: 01c3f336cbeb4e9b572111f9587255ab (MD5) / Made available in DSpace on 2016-11-10T18:26:36Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) nakamura2013.pdf: 3425310 bytes, checksum: 01c3f336cbeb4e9b572111f9587255ab (MD5) Previous issue date: 2013-03-06 / A pesquisa se conduziu, em linhas gerais, para chegar a uma análise das condições de mediação entre a Câmara dos Deputados e o cidadão por meio do uso do Portal / The research was conducted, in general, to reach an analysis of the conditions of the intermediation between the Chamber of Deputies and society through the use of the web portal

Orientador: Franco Giuseppe Dedini / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica / Made available in DSpace on 2018-08-17T05:45:09Z (GMT). No. of bitstreams: 1 Abreu_PollyannaSilva_M.pdf: 3581814 bytes, checksum: e1e25ece993ce9c23f6bbc11ec80b9f8 (MD5) Previous issue date: 2010 / Resumo: Neste trabalho buscou-se a utilização de instrumentos, técnicas e procedimentos da Psicologia, para auxiliar a tradução das necessidades básicas de clientes em uma forma estruturada, para o levantamento da Voz do Cliente, a fim de auxiliar na aplicação do método Desdobramento da Função Qualidade (QFD). A pesquisa foi realizada com usuários de cadeira de rodas e, por meio de questionários abertos e fechados, e análises qualitativas e quantitativas dos dados obtidos, foram levantadas as principais necessidades dos cadeirantes em relação à cadeira de rodas. As necessidades levantadas foram divididas em parâmetros, traduzidas em requisitos de engenharia e inseridas na Matriz I (Casa da Qualidade) do QFD. Os processos adotados são sugeridos para equipes com profissionais de diversas áreas, como metodologia válida, para levantamento da Voz do Cliente. A Matriz construída possibilitará estabelecer alguns requisitos para soluções possíveis de projeto de cadeira de rodas / Abstract: This work aimed to utilize instruments, techniques and procedures of the psychology science to help in the translation the basic necessities of the clients in a well arranged form, known as client voice, in order to aid in the application of the Quality Function Deployment(QFD). The research was carried out with Wheel chair users and utilizing both open and closed questionnaires and both qualitative and quantitative analysis of the obtained data, the main client necessities was raised in regard to the Wheel chairs. The necessities raised was divided in parameters which were translated in requisites of engineering and then inserted in the Matrix (House of the Quality) of the QFD. The processes taken as basis are suggested to teams with Professionals from several areas, as a valid methodology to survey the client voice. The generated Matrix will enable to establish some requisite to possible solutions of wheel chairs projects / Mestrado / Mecanica dos Sólidos e Projeto Mecanico / Mestre em Engenharia Mecânica

Orientador: Orlando Fontes Lima Junior / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Civil, Arquitetura e Urbanismo / Made available in DSpace on 2018-08-07T09:13:24Z (GMT). No. of bitstreams: 1 Simionatto_RafaelDammusTaiar_M.pdf: 2580949 bytes, checksum: 8e180eb638ca531ac4599598a7afc450 (MD5) Previous issue date: 2006 / Resumo: O serviço ao cliente, meta maior da logística, normalmente é tratado no âmbito da denominada logística de bens físicos. Seu comportamento no setor de serviços ainda não foi muito explorado na literatura. Estas constatações conduziram ao presente trabalho, cujo objetivo é identificar as dimensões do serviço ao cliente relevantes à logística no setor de serviços e também explorar a dimensão hospitalidade na visão dos clientes quanto à qualidade dos serviços. Aplicações práticas foram realizadas pesquisando-se: transporte de cargas, táxi, transporte executivo, hotel e estacionamento de veículos. Estes serviços foram escolhidos de forma que abrangessem algumas características específicas: tangibilidade e intangibilidade, padronização e não padronização, credenciamento e não credenciamento e diferentes formas de distribuição dos serviços. A metodologia utilizada foi baseada no método dos incidentes críticos. Questionários foram respondidos por clientes, imediatamente após o contato com os seryiços, e apontaram 434 incidentes críticos. As análises dos resultados permitiram identificar 11 dimensões do serviço ao cliente como relevantes à logística no setor de serviços: confiabilidade, prestabilidade, competência, acessibilidade, cortesia, comunicação, credibilidade, segurança, entendendo os clientes, tangíveis e hospitalidade. A dimensão hospitalidade teve sua importância relativa comprovada, estabelecendo-se o conceito de administração da hospitalidade em ambientes desvinculados de organizações ligadas ao turismo e à hotelaria. Análises quantitativas e qualitativas ainda proporcionaram identificar a necessidade de tratar a logística no setor de serviços decomposta em 3 sub-sistemas. A estrutura sugerida apresentou-se bastante compatível às estratégias competitivas ligadas ao serviço ao cliente e presentes na literatura / Abstract: The customer service, main goal of logistics, is normally treated in what is called physical logistics filed. Its behavior in the service sector hasn't been too much explored in the literature. Theses affirmations had lead to this work, which objective is to identify the customer services dimensions that are relevant to logistics in the service sector and explore the hospitality dimension in the quality of services based on customer' s perceptions. Practice application was performed in: load transport, taxi, executive transport, hotel and parking services. These services were chosen to fill some characteristics: tangible and intangible, standardized and non standardized, credence and non credence and different forms of service distribution. The methodology utilized was based on the critical incidents method. Questionnaires were answered by customers after contacts with the services and presented 434 critical incidents. Analysis of these results allowed identifying eleven dimensions: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding . / knowing customers, tangibles and hospitality. The hospitality dimension had its importance proved, establishing the concept of hospitality administration in environments that are not related with tourism or hotels. Quantities and qualities ana1ysis had provided identifying logistics in the service sector as decomposed in 3 subsystems. This structure was compatible with competitive strategies in customer services showed in literature / Mestrado / Transportes / Mestre em Engenharia Civil

Bakgrund: Företag som huvudsakligen agerar med Internet som kontaktkanal möter sällan eller aldrig sina kunder fysiskt, vilket leder till ett behov av att komplettera frånvaron av fysisk kontakt med andra former av kommunikation. Som lösning på detta problem har företag börjat tillämpa personligt anpassad e-postmarknadsföring vid kontakt med konsumenter för att bättre tillgodose kunders behov av relevant information. Samtidigt som personlig anpassning ger möjligheten att erbjuda kunden mervärde och öka kundens lojalitet kan också kunden uppfatta tekniken som falsk och konstruerad. Otillräcklig kunskap om konsumenters värderingar i frågor som berör personlig anpassning av e-post kan leda till att företag får svårt att knyta sig till potentiella kunder samt behålla befintliga kunder. Syfte: Syftet med uppsatsen är att undersöka till vilken grad e-handelskonsumenter föredrar personligt anpassade e-postutskick, hur e-postutskick bör framställas samt vilken betydelse konsumentens relation till företaget har. Detta ska resultera i rekommendationer till företag som genom personlig anpassning vill utveckla sin e-handelsstrategi. Metod: För att kunna bekräfta eller förkasta de uppsatta hypoteserna tar uppsatsen ett hypotetiskt deduktivt angreppssätt. En kvantitativ enkätundersökning används för att samla in empirisk data vilken har analyserats statistiskt med hjälp av t-test. Undersökningens population omfattar ett e-handelsföretags kunder. Resultat: Uppsatsens empiriska studie visar att e-handelskonsumenter av manligt kön föredrar personligt anpassade e-postutskick framför opersonliga e postutskick. I allmänhet uppfattas personlig anpassning som relevanshö-jande teknik, särskilt om den personliga anpassningen är genuin och om konsumenten tidigare uttryckligen angett sitt intresse för e-postutskicket. I uppsatsen studeras våra resultat närmare för att identifiera i vilka situationer som e-handlarnas värderingar skiljer sig åt. Företag bör beakta att kunden är mer öppen för personlig anpassning av e postutskick när denne har kontroll över hur företaget tillämpar den personliga anpassningen. Demografiska faktorer som utbildningsnivå och till viss del geografisk lokalisering har ock-så betydelse för hur personlig anpassning uppfattas. / Background: Companies that primarily act with Internet as channel of contact meet their customers in real life very rarely or never, which creates a need to complement the absence of physical contact with other forms of communication. As a solution to this problem companies have begun to implement personalized e-mail marketing in order to better satisfy customers’ need for relevant information. Still, as personalization gives the possibility to offer the customer added value while increasing the customer loyalty, the technology can also be perceived as deceitful and artificial. Insufficient knowledge regarding the customers’ perception of issues that concern personalization can result in difficulties for companies to attract new and retain existing customers. Purpose: The purpose of the thesis is to study to what extent e-consumers prefer personalized e-mail marketing, how e-mail campaigns should be created and what significance the relation has between consumers and companies. This is expected to result in recommendations to e-tailors that want to develop their business through the use of personalization in their e-mail marketing efforts. Method: In order to be able to verify or to falsify the set hypotheses, the research takes a hypothetical deductive approach. A quantitative survey has been used to collect the empirical data which has been statistically analyzed with the use of t-tests. The research population consists of the customers of an e-tailor. Conclusions: The empirical study shows that male e-consumers prefer personalized e mail marketing more than non-personalized e-mail marketing. Personalization is in general perceived as a technique to increase the level of relevance of the e-mail, thus being looked upon as added value, especially when the technique is genuine and if the consumer explicitly has given his or hers area of interest for the e-mail campaigns. In the thesis the research results are studied closer in order to investigate in which situations opinions part. Companies should also consider that customers are more open towards personalized e-mail marketing when she or he has control over how the companies apply personalization. Demographic factors such as level of education and to a certain extent geographical location also have an impact on how personalization is perceived.

The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republic and its after-market service. The theoretical part reviews the general academic literature connected with the topic. The practical part focuses on the company Hilti AG - a global premium provider of building construction tools and consumables in B2B segment, and examines especially its after-market service department. The first section of the practical part analyses the outcomes of the qualitative expert in-depth interviews with managers across different business units and departments and with real customers. The second part of the practical part proposes concrete steps that will lead to an increase of profitability and customer satisfaction.

This thesis is divided into three chapters, the first two are theoretical and the third one is practical. The first chapter deals with the characteristics of logistics services, the second one is dedicated to the customer service and its measurement and the last one focuses on a case study of selected IT company. The main goal is to map the current state of logistics services and supply chain processes of the spare parts of the IT company Fujitsu Ltd., reveal its weaknesses and shortcomings and propose possible improvements.

The thesis deals with an evaluation of supply chain management and other processes involved in customer requirements management of a selected company. The aim of the thesis is to describe and evaluate processes of all the company´s sections involved. The first part presents basic terminology, followed by theoretical part dealing with presentation of the company. Individual sections are described and set processes are evaluated. In case of deficiencies, corrective measures are proposed. The last chapter includes a SWOT analysis.

Efficiency in the manufacturing industry is not a new phenomenon; Toyota andMotorola were to companies that early found a way to eliminate waste by inventing theefficiency models Lean and Six Sigma. For Sweden’s economy, the manufacturingindustry plays an important role in which the forestry industry accounts for around70,000 employees. The forestry industry is very capital intensive as a result of being amanufacturing industry with expensive machines and property, thereby it is important tohave an efficient production. To maximize the output from the machines it is a non-stopbusiness and sales needs to meet the production capacity. The efficiency focus inproduction based on such change programs that Toyota and Motorola created have in some cases been implemented in service organizations. It is until today not researched ifmanufacturing companies have been able to apply these change programs throughouttheir entire organization to create higher efficiency. This study will focus on if changeprograms have, or can be implemented in a customer service organization in a Swedishglobal manufacturing company within the forestry industry.To understand what has been done previously, a thorough investigation has beenconducted on previous research regarding change programs and how they have beenapplied in service organizations, this resulted in three highlighted change programs;Lean, TQM and Six Sigma. The literature review also includes sales, since higherorganizational efficiency can be reached if customer service performs sales activities.This has proven to lead to higher revenue for the company and increased the customers’satisfaction. The empirical findings originate from a qualitative study where I haveinterviewed employees in customer service and managers within sales and customerservice at my partner company, which is a Swedish global manufacturing companywithin the forestry industry. The interviews have given an in-depth knowledge on thecontext how they are working with efficiency, quality and sales within their customerservice units.The result show that it is important to have the fundamental platform settled before anyimplementations of sales can be done in customer service as time is a big hinder to beable to perform more tasks. Both previous research and the empirical findings highlightthe importance to understand your customers’ expectations and needs. My partnercompany in this study have implemented a good way to receive feedback and work withthis by conducting a customer satisfaction survey. The fundamental platform ispresented in a customer service management model in the practical contribution, chapter8.2.2. When the implementation of sales is to take place, top-management commitmentis needed to make the implementation successful and encourage the employees to fulfilthe changes to reach the desired result.

Internationally, governments have recognised the constraints facing their citizens with regards to access to affordable, quality healthcare services. This development is evident in South Africa where the majority of the population have limited access to affordable, quality healthcare due to the healthcare inequality between the insured and uninsured. To address this lack of access to quality healthcare, medical experts recommend a focus on patient-centred primary healthcare as opposed to the current system of provider-centred healthcare. This research aims, through the development of a patient-centred framework, to assist in advising healthcare systems for the delivery for patientcentred primary healthcare. In order to develop a holistic view, all stakeholders involved in the delivery of healthcare were considered in answering the main research question. The study comprised of 43 interviews in total, of which 28 interviews were with uninsured patients who use healthcare facilities in South Africa and 15 medical expert interviews. This information was then consolidated into a framework, and further refined through the literature collected, to form a holistic service quality framework that allows for the delivery of patient-centred primary healthcare. The holistic service quality framework acts as a mechanism to ensure that the delivery of patient-centred primary healthcare has a positive impact on patient satisfaction. Patient satisfaction can be improved or increased through the levers, available to the providers, identified in the framework. This allows healthcare systems to improve the service quality of the healthcare delivered / Dissertation (MBA)--University of Pretoria, 2014. / zkgibs2015 / Gordon Institute of Business Science (GIBS) / Unrestricted

The aim of this Master´s thesis is to analyze a company e-commerce, to take a think about what it has brought to the company and withal suggest some instruments for increasing the salability and improve the communication between individual distribution channels so they would be more motivated for cooperation within this company. The thesis is divided into several chapters where we can find general knowledge about the commerce via the Internet, single kind of the e-commerce and also the legal aspects connected with that. The analytic part will introduce us the concrete knowledge about the company and marketing possibilities on the Internet for that company.