Desired performance-related characteristics for entry-level managers are studied from the perspective of 106 Portuguese executives. The results indicate that soft characteristics and skills, such us leadership, entrepreneurship and organisational learning skills, appear to be more important than technical skills. While these skills and characteristics are valued by today's business organisations, the educational system does not appear to be preparing its graduates accordingly. The resulting educational gaps have important performance-related implications to both the business organisations and the higher education institutions.

[pt] Este trabalho apresenta o estudo de um caso de entrega de serviço em uma empresa do setor de telecomunicações propondo um modelo de avaliação e diagnóstico do processo. Sendo qualidade do serviço o principal fator da sua estratégia de diferenciação, a empresa busca a melhoria do serviço usando pesquisas de satisfação de seus clientes para identificar suas necessidades e expectativas. Mesmo buscando focar nos fatores críticos de sucesso, a empresa tem tido dificuldade em correlacionar a percepção dos clientes sobre o serviço prestado e as medições feitas internamente visando a redução de custos e melhorias no processo. Tal temática faz florescer numerosas questões sobre a forma como as empresas atualmente gerenciam a qualidade de seus serviços objetivando a melhoria contínua e sustentada como diferencial competitivo na visão cliente. Dada a complexidade do tema, este trabalho concentra-se no aspecto particular da expectativa do cliente sobre a entrega do serviço no prazo e no gerenciamento do ciclo do pedido para entrega eficiente, eficaz e com baixo custo para a empresa. O principal objetivo é a identificação dos gaps entre a percepção do cliente e a visão interna de desempenho cuja redução ou eliminação aumente o valor percebido pelo mercado. Assim, a pesquisa propõe e testa um modelo para diagnóstico do processo de entrega de serviços e, também, formas de manter o processo alinhado com as expectativas dos clientes e as estratégias da organização. Focalizando a entrega de serviços, o trabalho traz uma pequena contribuição para colocá-la no seu merecido lugar na Logística. / [en] This thesis presents a case study of a service delivery system in a telecommunication company and proposes a model for process evaluation and diagnosis. Because service quality is the main factor of its differentiation strategy, the company seeks service improvements by employing satisfaction surveys for identification of its clients´ needs and expectations. Despite its focus on critical factors of success, the company has experienced difficulties in correlating its clients´ perceptions on the service delivered and the internal evaluations aiming cost reduction and process enhancements. This theme brings about numerous issues on the way the enterprises currently manage their service quality in search for continuous, and sustained, improvement as a competitive advantage under the customer´s vision. Given the complexity of the theme, this research concentrates in the particular aspect of customer´s expectations on the service timely delivery, as well as in the management of the order cycle for the company to achieve an efficient, effective and low cost delivery. The main objective of this research is the identification of the gaps between the customer´s perception and the company´s internal view of its performance whose reduction, or elimination, can enhance the market perceived value. Hence, this research proposes and tests a model for diagnosis of the service delivery process, and also, ways for maintaining the alignment of the process with the customer´s expectations, and the organization´s strategy. Focusing on service delivery, this research represents a modest contribution for placing this subject on its deserved place in Logistics.

Although Georgia has experienced dramatic increases in the number of visitors over the past decade Swedish travellers are absent in the arrival statistics. Visitors from Eastern Europeans account for the majority of the increase in arrivals. This thesis attempts to understand what is missing in order for Swedish tourists to discover Georgia as a destination. This is done by interviewing Swedish tour operators and surveying Swedish visitors to Georgia. The results are analyzed in the framework of Leiper’s theory of destination competitiveness. A SWOT analysis is also used to structure the analysis, and the thesis suggests some benchmark measures that could be used to implement a systematic effort to improve the destination. The thesis concludes that Georgia indeed has a strong attractiveness on Swedish tourists, but that the main problems are connected with low awareness and lack of convenient transportation options. It is argued that these problems can be solved through improved marketing and entrepreneurship. Furthermore, the thesis highlights the need for Georgian destination managers to make choices today in order to shape the image of the country in the future. Georgia has a challenge to strengthen the authenticity that many travellers associate with the country, but is in a position to modernize by preserving traditions. Finally, it is argued that the results from this study are generalizable to include preferences of travellers from Western Europe in general, and therefore the study points to some significant opportunities available to Georgia.

The purpose of the study was to investigate individual professional development needs of teachers with the aim of developing guidelines that may assist foundation phase teachers to do individual needs analysis effectively. The main research question was: Which strategies can be used to conduct individual needs analysis effectively among the foundation phase teachers in order to improve their effectiveness? The researcher was guided by the interpretive paradigm which implies that participant’s interpretations, perceptions, meanings and understandings were regarded as primary sources. The qualitative research design was used to obtain participants’ primary data. Interviews and observations were used to collect data and to maximise trustworthiness of the findings. Purposive sampling was used to select key informants who were going to provide rich information to help achieve the objectives of the study. The researcher selected the sample of 10 foundation phase teachers, 5 principals and 5 Development Support Groups attached to primary schools under Imfolozi Circuit. Data analysis was done throughout data collection through open, axial and selective coding. The hierarchical category system illustrated in schematic representation representing the main theme and subthemes was used. The findings suggest that there is a serious gap regarding how individual professional development needs and provision of professional development are concerned. The focus was more on training teachers about the new curriculum leaving behind the individual needs of each teacher. The study identified some inconsistencies and lack of uniformity in the way needs analysis was currently done in schools. The major recommendation of this study is that needs analysis should be integrated within all school activities instead of once a year. There is a need for close monitoring of teacher development in order to improve the current learner performance in schools. The researcher believes the study will assist in understanding, informing and improving teaching practice. / Educational Leadership and Management / D. Ed. (Education Management)