Information technology industry is one of the fastest growing industries in the world and its impact can be observed in the processes related to the human resources management as well. Humans are one of the most important parts of the organization, so it is necessary to deal with personnel activities. This dissertation focuses on selected processes at the human resources department and their possible support by using appropriate software tools. The aim of this dissertation is to analyze these processes, to present the current software support of these processes to the reader and to find methods that make the implementation of these tools into business easier and help to understand their importance when using them in organization.

The thesis processes problems of sales and services of IT (information technologies) products. It analyses current customers, services, which are provided for them, communication and sale of new products. How satisfied are current customers, where are deficiencies and those deficiencies minimize or absolutely remove. With help of structured questionnaire and other analytical methods to improve satisfaction of current and future customers with sales and services of products. The results of thesis are proposals for the improvement of global marketing policy of the firm.

The thesis processes problems of sales and services of IT (information technologies) products. It analyses current customers, services, which are provided for them, communication and sale of new products. How satisfied are current customers, where are deficiencies and those deficiencies minimize or absolutely remove. With help of structured questionnaire and other analytical methods to improve satisfaction of current and future customers with sales and services of products. The results of thesis are proposals for the improvement of global marketing policy of the firm.

<p>Паметни&nbsp; туризам&nbsp; је&nbsp; постао&nbsp; образац&nbsp; примене&nbsp; ИКТ&nbsp; у&nbsp; туризму.&nbsp; Као&nbsp; посебна&nbsp; агенда&nbsp; у оквиру&nbsp; дискурса&nbsp; Е-туризма,&nbsp; паметни&nbsp; туризам&nbsp; показује&nbsp; већи&nbsp; степен&nbsp; деловања, остварујући&nbsp; утицај&nbsp; у&nbsp; свим&nbsp; фазама&nbsp; туристичког&nbsp; путовања,&nbsp; као&nbsp; и&nbsp; на&nbsp; готово&nbsp; све&nbsp; чиниоце везано за хетерогену туристичку понуду и тражњу. Поједине дестинације су препознале значај&nbsp; паметног&nbsp; туризма&nbsp; и&nbsp; на&nbsp; принципима&nbsp; развоја&nbsp; које&nbsp; подржава&nbsp; овај&nbsp; концепт, унапредиле&nbsp; своју&nbsp; конкурентску&nbsp; позицију.&nbsp; Ту&nbsp; се&nbsp; подједнако&nbsp; мисли&nbsp; и&nbsp; на&nbsp; побољшање туристичког&nbsp; искуства,&nbsp; али&nbsp; и&nbsp; на&nbsp; добробит&nbsp; коју&nbsp; остварује&nbsp; сама&nbsp; дестинација&nbsp; и&nbsp; њени становници.&nbsp; У&nbsp; том&nbsp; контексту,&nbsp; ова&nbsp; докторска&nbsp; дисертација&nbsp; је&nbsp; испитивала&nbsp; могућности примене концепта паметног туризма на простору Републике Србије и начине на које он може&nbsp; утицати&nbsp; на&nbsp; туристичку&nbsp; конкурентност&nbsp; земље.Анализирана&nbsp; је&nbsp; конкурентност Србије&nbsp; као&nbsp; дестинације&nbsp; паметног&nbsp; туризма&nbsp; и&nbsp; то&nbsp; са&nbsp; аспекта&nbsp; запослених&nbsp; у&nbsp; туристичком сектору, као и са аспекта туриста у две одабране дестинације, Нови Сад и Врњачка бања.Да би Србија могла у будућности да се профилише као дестинација паметног туризма и да се развија на могућностима овог концепта, неопходно је, између осталог, анализирати ту&nbsp; проблематику&nbsp; са&nbsp; аспекта&nbsp; људских&nbsp; ресурса.&nbsp; С&nbsp; обзиром&nbsp; да&nbsp; се&nbsp; паметни&nbsp; туризам&nbsp; као најновији&nbsp; тренд&nbsp; у&nbsp; туризму,&nbsp; заснива&nbsp; и&nbsp; на&nbsp; информационо-комуникационим&nbsp; технологија, ова&nbsp; два&nbsp; аспекта&nbsp; су&nbsp; узета&nbsp; као&nbsp; кључна&nbsp; у&nbsp; анализи&nbsp; конкурентности.&nbsp; Разумевање&nbsp; ових фактора&nbsp; може&nbsp; бити&nbsp; значајно&nbsp; у&nbsp; утврђивању&nbsp; слабих&nbsp; тачки&nbsp; и&nbsp; предности,&nbsp; као&nbsp; неопходних услова&nbsp; за&nbsp; развој&nbsp; паметног&nbsp; туризма,&nbsp; односно&nbsp; утврђивање&nbsp; потенцијала&nbsp; Србије&nbsp; за&nbsp; развој паметног туризма. Добијена сазнања такође могу да покрену питање да ли су запослени у&nbsp; туристичком&nbsp; сектору&nbsp; спремни&nbsp; да&nbsp; развијају&nbsp; паметни&nbsp; туризам&nbsp; тако&nbsp; што&nbsp; ће&nbsp; показати спремност и прихватити имплементацију нових технологија, било да се ради о усвајању новог информационог система на радном месту, или ће се нагласак ставити на системе услуга намењене туристима.</p> / <p>Pametni&nbsp; turizam&nbsp; je&nbsp; postao&nbsp; obrazac&nbsp; primene&nbsp; IKT&nbsp; u&nbsp; turizmu.&nbsp; Kao&nbsp; posebna&nbsp; agenda&nbsp; u okviru&nbsp; diskursa&nbsp; E-turizma,&nbsp; pametni&nbsp; turizam&nbsp; pokazuje&nbsp; veći&nbsp; stepen&nbsp; delovanja, ostvarujući&nbsp; uticaj&nbsp; u&nbsp; svim&nbsp; fazama&nbsp; turističkog&nbsp; putovanja,&nbsp; kao&nbsp; i&nbsp; na&nbsp; gotovo&nbsp; sve&nbsp; činioce vezano za heterogenu turističku ponudu i tražnju. Pojedine destinacije su prepoznale značaj&nbsp; pametnog&nbsp; turizma&nbsp; i&nbsp; na&nbsp; principima&nbsp; razvoja&nbsp; koje&nbsp; podržava&nbsp; ovaj&nbsp; koncept, unapredile&nbsp; svoju&nbsp; konkurentsku&nbsp; poziciju.&nbsp; Tu&nbsp; se&nbsp; podjednako&nbsp; misli&nbsp; i&nbsp; na&nbsp; poboljšanje turističkog&nbsp; iskustva,&nbsp; ali&nbsp; i&nbsp; na&nbsp; dobrobit&nbsp; koju&nbsp; ostvaruje&nbsp; sama&nbsp; destinacija&nbsp; i&nbsp; njeni stanovnici.&nbsp; U&nbsp; tom&nbsp; kontekstu,&nbsp; ova&nbsp; doktorska&nbsp; disertacija&nbsp; je&nbsp; ispitivala&nbsp; mogućnosti primene koncepta pametnog turizma na prostoru Republike Srbije i načine na koje on može&nbsp; uticati&nbsp; na&nbsp; turističku&nbsp; konkurentnost&nbsp; zemlje.Analizirana&nbsp; je&nbsp; konkurentnost Srbije&nbsp; kao&nbsp; destinacije&nbsp; pametnog&nbsp; turizma&nbsp; i&nbsp; to&nbsp; sa&nbsp; aspekta&nbsp; zaposlenih&nbsp; u&nbsp; turističkom sektoru, kao i sa aspekta turista u dve odabrane destinacije, Novi Sad i Vrnjačka banja.Da bi Srbija mogla u budućnosti da se profiliše kao destinacija pametnog turizma i da se razvija na mogućnostima ovog koncepta, neophodno je, između ostalog, analizirati tu&nbsp; problematiku&nbsp; sa&nbsp; aspekta&nbsp; ljudskih&nbsp; resursa.&nbsp; S&nbsp; obzirom&nbsp; da&nbsp; se&nbsp; pametni&nbsp; turizam&nbsp; kao najnoviji&nbsp; trend&nbsp; u&nbsp; turizmu,&nbsp; zasniva&nbsp; i&nbsp; na&nbsp; informaciono-komunikacionim&nbsp; tehnologija, ova&nbsp; dva&nbsp; aspekta&nbsp; su&nbsp; uzeta&nbsp; kao&nbsp; ključna&nbsp; u&nbsp; analizi&nbsp; konkurentnosti.&nbsp; Razumevanje&nbsp; ovih faktora&nbsp; može&nbsp; biti&nbsp; značajno&nbsp; u&nbsp; utvrđivanju&nbsp; slabih&nbsp; tački&nbsp; i&nbsp; prednosti,&nbsp; kao&nbsp; neophodnih uslova&nbsp; za&nbsp; razvoj&nbsp; pametnog&nbsp; turizma,&nbsp; odnosno&nbsp; utvrđivanje&nbsp; potencijala&nbsp; Srbije&nbsp; za&nbsp; razvoj pametnog turizma. Dobijena saznanja takođe mogu da pokrenu pitanje da li su zaposleni u&nbsp; turističkom&nbsp; sektoru&nbsp; spremni&nbsp; da&nbsp; razvijaju&nbsp; pametni&nbsp; turizam&nbsp; tako&nbsp; što&nbsp; će&nbsp; pokazati spremnost i prihvatiti implementaciju novih tehnologija, bilo da se radi o usvajanju novog informacionog sistema na radnom mestu, ili će se naglasak staviti na sisteme usluga namenjene turistima.</p> / <p>Smart tourism has become a form of ICT application in tourism. As a special agenda within the e-tourism&nbsp; discourse,&nbsp; smart&nbsp; tourism&nbsp; shows&nbsp; a&nbsp; higher&nbsp; degree&nbsp; of&nbsp; action,&nbsp; having&nbsp; an&nbsp; impact&nbsp; in&nbsp; all stages of travel, as well as on almost all factors related to the heterogeneous tourist offer&nbsp; and demand.&nbsp; Certain&nbsp; destinations&nbsp; have&nbsp; recognized&nbsp; the&nbsp; importance&nbsp; of&nbsp; smart&nbsp; tourism&nbsp; and&nbsp; on&nbsp; the principles of development&nbsp; supported by this concept, have improved their competitive position. This&nbsp; refers&nbsp; on&nbsp; improving&nbsp; the&nbsp; tourist&nbsp; experience,&nbsp; but&nbsp; also&nbsp; on&nbsp; the&nbsp; benefits&nbsp; for &nbsp; the&nbsp; destination itself and its inhabitants. In that context, this PhD theseis examined the possibilities of applying the smart tourism concept in the Republic of Serbia and the ways in which it can influence the tourism competitiveness. The competitiveness of Serbia as a destination of smart tourism was analyzed from the aspect of the employees in the tourist sector, as well as from the aspect of tourists in two selected destinations, Novi Sad and Vrnjacka banja.&nbsp;&nbsp; In order to profiled Serbia as&nbsp; a&nbsp; smart&nbsp; tourism&nbsp; destination&nbsp; and&nbsp; to&nbsp; develop&nbsp; it&nbsp; on&nbsp; the&nbsp; possibilities&nbsp; of&nbsp; this&nbsp; concept,&nbsp; it&nbsp; is necessary,&nbsp; among&nbsp; other&nbsp; things,&nbsp; to&nbsp; analyze&nbsp; this&nbsp; issue&nbsp; from&nbsp; the&nbsp; aspect&nbsp; of&nbsp; human&nbsp; resources. Considering&nbsp; that&nbsp; smart&nbsp; tourism,&nbsp; as&nbsp; the&nbsp; latest&nbsp; trend&nbsp; in&nbsp; tourism,&nbsp; is&nbsp; based&nbsp; on&nbsp; information&nbsp; and communication technologies, these two aspects&nbsp; have been taken as crucial in the analysis of tourism&nbsp; competitiveness.&nbsp; Understanding&nbsp; of&nbsp; these&nbsp; factors&nbsp; can&nbsp; be&nbsp; important&nbsp; in&nbsp; identifying weaknesses&nbsp; and&nbsp; advantages,&nbsp; as&nbsp; the&nbsp; necessary&nbsp; issue&nbsp; for&nbsp; the&nbsp; smart&nbsp; tourism&nbsp; development,&nbsp; i.e.,determining&nbsp; the&nbsp; potential&nbsp; of&nbsp; Serbia&nbsp; for&nbsp; the&nbsp; development&nbsp; of&nbsp; smart&nbsp; tourism.&nbsp; The&nbsp; gained knowledge&nbsp; can&nbsp; also&nbsp; raise&nbsp; the&nbsp; question&nbsp; of&nbsp; whether&nbsp; tourism&nbsp; sector&nbsp; employees&nbsp; are&nbsp; ready&nbsp; to develop&nbsp; smart&nbsp; tourism&nbsp; by&nbsp; showing&nbsp; willingness&nbsp; and&nbsp; accepting&nbsp; the&nbsp; implementation&nbsp; of&nbsp; new technologies, whether it is the adoption of a new information system at the workplace, or it is about service systems for tourists.</p>

Bc. Julien Dubois Filozofická fakulta Univerzity Karlovy v Praze Diplomová práce Finanční služby v prostředí nových médií Financial services in the new media environment Abstrakt v anglickém jazyku Abstract in English This final thesis deals with the transition of financial services from traditional financial industry in to the new media environment which is mainly created by Internet and its social aspect, social networks and social communities from real and virtual world. At the end of my paper I outline a possible appearance of financial services in the year 2020 with regard to the evolution of new media.

Магистерская работа состоит из введения, трех глав, заключения, списка литературы из 45 источников. Основное содержание изложено на 106 страницах, работа включает 12 таблиц, 12 рисунков и 2 приложения. Основное содержание работы. В первой главе «Сущность информационных рисков» определены основные понятия, связанные с управлением рисками, информационными технологиями, оценкой рисков. Описана классификация информационных рисков по различным критериям, рассмотрены общепринятые принятые методы анализа и управления рисками. Во второй главе «Роль информационных рисков в деятельности промышленных предприятий» проведен анализ тенденций развития информационных технологий на промышленных предприятиях, проведен анализ использования систем управления рисками на промышленных предприятиях. Так же в этой главе проведен анализ влияний информационных рисков на деятельность промышленных предприятий на примере ООО «ВИЗ-Сталь». В третьей главе определено понятие систему управления информационными рисками (СУИР) и предложено использовать ее в деятельности как основного элемента по минимизации влияния информационных рисков. Ключевым элементом для этой системы стала разработанная классификация информационных рисков. / The master's work consists of an introduction, three chapters, conclusion, a list of literature and 45 sources. The main content is set out on 106 pages, the work includes 12 tables, 12 drawings and 2 applications. The main content of the work. In the first chapter "The essence of information risks", the main concepts associated with risk management, information technology, risk assessment are defined. The classification of information risks by different criteria is described, generally accepted accepted methods of analysis and risk management are considered. In the second chapter, "The Role of Information Risks in the Activity of Industrial Enterprises," an analysis of trends in the development of information technology in industrial enterprises was conducted, an analysis was made of the use of risk management systems in industrial enterprises. Also in this chapter, an analysis of the effects of information risks on the activities of industrial enterprises on the example of OOO VIZ-Stal. In the third chapter, the concept of an information risk management system (ISIR) is defined and it is proposed to use it in the activity as the main element in minimizing the impact of information risks. A key element for this system was the developed classification of information risks.

Traitement des mégadonnées, surveillance, prédictions comportementales ou aides à la décision, les avantages techniques et commerciaux attribués à l'intelligence artificielle emportent l’engouement et l’adhésion des acteurs économiques privés. Ayant vocation à reproduire les facultés cognitives de l’être humain, l’intelligence artificielle s’immisce ainsi progressivement dans nos activités, nos usages et plus largement, dans nos vies. Pourtant, les défauts de la technologie inquiètent. Utilisée à des fins de reconnaissance faciale, de profilage publicitaire ou encore de recrutement, les biais de l’intelligence artificielle représentent des risques de discriminations pour les personnes qui interagissent avec cette technologie. Or dans un secteur aussi sensible que le recrutement, un tel risque représente un enjeu aussi bien pour les candidats, exposés à une violation de leur droit fondamental à l’égalité, que pour les employeurs qui, eux, s’exposeraient à des sanctions juridiques. En l’absence d’un cadre juridique spécifique à l’intelligence artificielle, la question se pose donc de savoir si notre droit permet l’appréhension de ces formes de discriminations à l’embauche. Le propos de ce mémoire consistera donc à proposer des réponses à cette interrogation en trois temps : l’étude du cadre légal applicable, la gestion du risque de biais discriminatoire et l’enjeu de l’accès à la justice des candidats lésés. / Big data processing, surveillance, behavioral predictions or decision aids, the technical and commercial advantages attributed to artificial intelligence have won the enthusiasm and support of private economic players. Designed to reproduce the cognitive abilities of human beings, artificial intelligence is gradually interfering in our activities, our practices and more widely in our lives. Nevertheless, the flaws of the technology are concerning. Used for facial recognition, advertising profiling or recruitment purposes, the artificial intelligence biases are a risk of discrimination against people who interact with this technology. In a sector as sensitive as recruitment, such a risk constitutes a challenge both for candidates, exposed to a violation of their fundamental right to equality, and for employers who would be exposed to legal sanctions. Without a specific legal framework for artificial intelligence, the question therefore arises as to whether our law allows for the apprehension of these forms of discrimination in hiring. The purpose of this thesis will consist in proposing answers to this question in three stages : the study of the applicable legal framework, the challenges of managing the risk of discriminatory bias, and access to justice for aggrieved candidates.

[ES] El propósito principal de esta tesis reside en estudiar las relaciones existentes entre la capacidad de aprendizaje de las organizaciones y la innovación en los servicios. Las razones del desarrollo de esta investigación ha sido de una parte conocer la influencia de las tecnologías de la información (TI) con relación a la generación de conocimiento en el aprendizaje organizativo, como elemento necesario para la construcción de la innovación en las empresas del sector servicios, de otra establecer relaciones del empowerment organizacional (EO) con el aprendizaje y la innovación en las empresas que las implementan. El trabajo empírico se ha realizado sobre el sector Hotelero español, en concreto en la categoría de hoteles de 4 y 5 estrellas, dada la importancia que tiene para el PIB de España, entrevistándose a 280 gerentes que representan el mismo número de hoteles. El estudio lleva a cabo la intensidad de empoderamiento e implementación de las TI sobre la capacidad de aprender que actúa como variable mediadora con la capacidad de innovar en servicios. Emplearemos la metodología de ecuaciones estructurales para verificación de las Hipótesis que permitan probar el modelo, descubriendo que los resultados obtenidos son confirmatorios. / [CA] El propòsit principal d'aquesta tesi resideix a estudiar les relacions existents entre la capacitat d'aprenentatge de les organitzacions i la innovació en els serveis. Les raons del desenvolupament d'aquesta investigació ha sigut d'una part conéixer la influència de les tecnologies de la informació (TU) en relació amb la generació de coneixement en l'aprenentatge organitzatiu, com a element necessari per a la construcció de la innovació en les empreses del sector serveis, d'una altra establir relacions del empowerment organitzacional (EO) amb l'aprenentatge i la innovació en les empreses que les implementen. El treball empíric s'ha realitzat sobre el sector Hoteler espanyol, en concret en la categoria d'hotels de 4 i 5 estreles, donada la importància que té per al PIB d'Espanya, entrevistant-se a 280 gerents que representen el mateix nombre d'hotels. L'estudi duu a terme la intensitat d'apoderament i implementació de les TI sobre la capacitat d'aprendre que actua com a variable mediadora amb la capacitat d'innovar en serveis. Emprarem la metodologia d'equacions estructurals per a verificació de les hipòtesis que permeten provar el model, descobrint que els resultats obtinguts són confirmatoris. / [EN] The main purpose of this thesis is to study the relationships between the learning capability of organizations and their service innovation. The reasons for the development of this research have been, on the one hand, to understand the influence of the information technologies (IT) in relation to knowledge creation in the organizational learning, as a requisite for innovation in service sector companies. On the other hand, to explore the relationship between organizational empowerment (OE) and learning and innovation in the companies implementing these. The empirical work has been carried out on the Spanish hotel sector, specifically in the category of four- and five-star hotels, given their importance for Spain's GDP. Interviews with 280 managers representing the same number of hotels were conducted. The study addresses the intensity of empowerment and implementation of IT on the ability to learn, which acts as a mediating variable with the ability to innovate in services. We will apply the methodology of structural equations to verify the hypotheses that permit to test the model, concluding that the results obtained are confirmatory. / Ballester Miquel, JC. (2021). Efecto del empowerment y las TI orientadas a la innovación en servicios en el sector hotelero a través de la capacidad de aprendizaje de las empresas [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/160936

Les transformations économiques visant la création d’un marché mondial unique, le progrès technologique et la disponibilité d’une main-d’œuvre qualifiée dans les pays à bas salaire amènent les dirigeants des entreprises à réexaminer l’organisation et la localisation de leurs capacités productives de façon à en accroître la flexibilité qui est, selon plusieurs, seule garante de la pérennité de l’organisation (Atkinson, 1987; Patry, 1994; Purcell et Purcell, 1998; Kennedy 2002; Kallaberg, Reynolds, Marsden, 2003; Berger, 2006). Une stratégie déployée par les entreprises pour parvenir à cette fin est la délocalisation (Kennedy, 2002; Amiti et Wei, 2004; Barthélemy, 2004; Trudeau et Martin, 2006; Olsen, 2006). La technologie, l’ouverture des marchés et l’accès à des bassins nouveaux de main-d’œuvre qualifiée rendent possible une fragmentation de la chaîne de production bien plus grande qu’auparavant, et chaque maillon de cette chaîne fait l’objet d’un choix de localisation optimale (Hertveldt et al., 2005). Dans ces conditions, toutes les activités qui ne requièrent aucune interaction complexe ou physique entre collègues ou entre un employé et un client, sont sujettes à être transférées chez un sous-traitant, ici ou à l’étranger (Farrell, 2005). La plupart des recherches traitant de l’impartition et des délocalisations se concentrent essentiellement sur les motivations patronales d’y recourir (Lauzon-Duguay, 2005) ou encore sur les cas de réussites ou d’échecs des entreprises ayant implanté une stratégie de cette nature (Logan, Faught et Ganster, 2004). Toutefois, les impacts sur les employés de telles pratiques ont rarement été considérés systématiquement dans les recherches (Benson, 1998; Kessler, Coyle-Shapiro et Purcell, 1999; Logan et al., 2004). Les aspects humains doivent pourtant être considérés sérieusement, car ils sont à même d’être une cause d’échec ou de réussite de ces processus. La gestion des facteurs humains entourant le processus de délocalisation semble jouer un rôle dans l’impact de l’impartition sur les employés. Ainsi, selon Kessler et al. (1999), la façon dont les employés perçoivent la délocalisation serait influencée par trois facteurs : la manière dont ils étaient gérés par leur ancien employeur (context), ce que leur offre leur nouvel employeur (pull factor) et la façon dont ils sont traités suite au transfert (landing). La recherche vise à comprendre l’impact de la délocalisation d’activités d’une entreprise sur les employés ayant été transférés au fournisseur. De façon plus précise, nous souhaitons comprendre les effets que peut entraîner la délocalisation d’une entreprise « source » (celle qui cède les activités et les employés) à une entreprise « destination » (celle qui reprend les activités cédées et la main-d’œuvre) sur les employés transférés lors de ce processus au niveau de leur qualité de vie au travail et de leurs conditions de travail. Plusieurs questions se posent. Qu’est-ce qu’un transfert réussi du point de vue des employés? Les conditions de travail ou la qualité de vie au travail sont-elles affectées? À quel point les aspects humains influencent-t-ils les effets de la délocalisation sur les employés? Comment gérer un tel transfert de façon optimale du point de vue du nouvel employeur? Le modèle d’analyse est composé de quatre variables. La première variable dépendante (VD1) de notre modèle correspond à la qualité de vie au travail des employés transférés. La seconde variable dépendante (VD2) correspond aux conditions de travail des employés transférés. La troisième variable, la variable indépendante (VI) renvoie à la délocalisation d’activités qui comporte deux dimensions soit (1) la décision de délocalisation et (2) le processus d’implantation. La quatrième variable, la variable modératrice (VM) est les aspects humains qui sont examinés selon trois dimensions soit (1) le contexte dans l’entreprise « source » (Context), (2) l’attrait du nouvel employeur (pull factor) et (3) la réalité chez le nouvel employeur (landing). Trois hypothèses de recherche découlent de notre modèle d’analyse. Les deux premières sont à l’effet que la délocalisation entraîne une détérioration de la qualité de vie au travail (H1) et des conditions de travail (H2). La troisième hypothèse énonce que les aspects humains ont un effet modérateur sur l’impact de la délocalisation sur les employés transférés (H3). La recherche consiste en une étude de cas auprès d’une institution financière (entreprise « source ») qui a délocalisé ses activités technologiques à une firme experte en technologies de l’information (entreprise « destination »). Onze entrevues semi-dirigées ont été réalisées avec des acteurs-clés (employés transférés et gestionnaires des deux entreprises). Les résultats de la recherche indiquent que la délocalisation a de façon générale un impact négatif sur les employés transférés. Par contre, cette affirmation n’est pas généralisable à tous les indicateurs étudiés de la qualité de vie au travail et des conditions de travail. Les résultats mettent en évidence des conséquences négatives en ce qui a trait à la motivation intrinsèque au travail, à l’engagement organisationnel ainsi qu’à la satisfaction en lien avec l’aspect relationnel du travail. La délocalisation a également entraîné une détérioration des conditions de travail des employés transférés soit au niveau de la sécurité d’emploi, du contenu et de l’évaluation des tâches, de la santé et sécurité au travail et de la durée du travail. Mais, d’après les propos des personnes interviewées, les conséquences les plus importantes sont sans aucun doute au niveau du salaire et des avantages sociaux. Les conséquences de la délocalisation s’avèrent par contre positives lorsqu’il est question de l’accomplissement professionnel et de la satisfaction de l’aspect technique du travail. Au niveau de la confiance interpersonnelle au travail, l’organisation du travail, la formation professionnelle ainsi que les conditions physiques de l’emploi, les effets ne semblent pas significatifs d’après les propos recueillis lors des entrevues. Enfin, les résultats mettent en évidence l’effet modérateur significatif des aspects humains sur les conséquences de la délocalisation pour les employés transférés. L’entreprise « source » a tenté d’amoindrir l’impact de la délocalisation, mais ce ne fut pas suffisant. Comme les employés étaient fortement attachés à l’entreprise « source » et qu’ils ne désiraient pas la quitter pour une entreprise avec une culture d’entreprise différente qui leur paraissait peu attrayante, ces dimensions des aspects humains ont en fait contribué à amplifier les impacts négatifs de la délocalisation, particulièrement sur la qualité de vie au travail des employés transférés. Mots clés : (1) délocalisation, (2) impartition, (3) transfert d’employés, (4) qualité de vie au travail, (5) conditions de travail, (6) technologies de l’information, (7) entreprise, (8) gestion des ressources humaines. / Economic transformations aimed at creating a unique international market, technology innovations and the availability of a highly-skilled workforce in low-wage countries urge company managers to reassess their organization and the location of their production capacities. This, in turn, increases flexibility, the only guarantee to ensure the survival of the organization (Atkinson, 1987; Patry, 1994; Purcell et Purcell, 1998; Kennedy, 2002; Kallaberg, Reynolds, Marsden, 2003 and Berger, 2006). One strategy displayed by organizations in order to remain competitive is outsourcing (Kennedy, 2002; Amiti and Wei, 2004; Barthélemy, 2004; Trudeau and Martin, 2006; Olsen, 2006). Technology, globalization and access to a new pool of highly skilled worforce make production fragmentation easier than it had been in past years and each link of the chain production attracts great amounts of attention to an optimum localization option (Hertveldt et al., 2005). In these conditions, all activities requiring no complex physical interaction between colleagues or between an employee and a customer are prone to be transferred to a subcontractor, be it here or abroad (Farrell, 2005). Most researches about outsourcing essentially concentrate on managerial motives to resort to it (Lauzon-Duguay, 2005) or on organizations’ successes or failures when trying to establish a strategy of that nature (Logan, Faught and Ganster, 2004). Nonetheless, potential impacts of outsourcing employees have rarely been considered in previous researches (Benson, 1998; Kessler, Coyle-Shapiro and Purcell, 1999 and Logan et al., 2004). However, human aspects must also be considered seriously because it could be the cause of success or failure of such a process. The human aspects surrounding the outsourcing process seem to play a role in the impact of outsourcing on employees. Thus, according to Kessler et al. (1999), three general factors would influence how employees perceive outsourcing: the way employees feel they were treated by their former employer (context), the degree of attractiveness of their new employment (pull factor) and the reality of employee experiences following the change in employer (landing). This research aims at understanding the impact of an organization’s decision to contract out a number of its activities on the employees who are therefore transferred to the subcontractor. More precisely, we want to understand what consequences the outsourcing of an organization named “Source” (the one who gives the activities and the employees) to an organization named “Destination” (the one who takes over the given activities and the workforce) can be found on the transferred employees when looking at their quality of life at work and at their working conditions. Many questions arise at this level. What is a successful transfer from the employees’ point of view? Are quality of life at work and working conditions impacted? To what level do the human aspects have an influence on the impact of the outsourcing of employees? What would be the best possible way to manage that kind of relocation from the employer’s point of view? The analysis model is composed of four variables. The first dependent variable (DV1) of our model relates to the quality of life at work of transferred employees. The second dependent variable (DV2) refers to the working conditions of transferred employees. The third variable, the independent variable (IV) relates back to the outsourcing of activities which contains two dimensions: (1) the decision of outsourcing and (2) the implementation process. The fourth variable, the moderator variable (MV), is the management of the human aspects that are considered on a three-dimensional basis: (1) context, (2) pull factor and (3) landing. Three research hypotheses result from our analysis model. The first two relate to the fact that outsourcing leads to a deterioration in the quality of life at work (H1) and of the working conditions (H2). The third hypothesis states that the management of the human aspects moderates the impact of employees who are contracted out (H3). This research consists of a case study conducted on a financial institution (Source) which outsourced its technology activities to an expert in IT organization (Destination). Eleven open-ended interviews were conducted with the key-players (transferred employees and managers from both organizations). Results show that outsourcing generally has a negative impact on transferred employees. On the other hand, it is not possible to generalize this assertion on all indicators. Results highlight the negative consequences found in intrinsic job motivation, organizational commitment as well as job satisfaction linked to its relational aspect. Outsourcing has also led to deterioration in working conditions of transferred employees when it comes to the level of job security, tasks content and evaluation, health and safety at work as well as the duration of work. But, from the employees point of view, the most significant consequences are related to the salary and the fringe benefits. The consequences of contracting out are, however, positive when it comes to professional accomplishment and job satisfaction linked to its technical aspect. As for interpersonal trust at work, work coordination, professional training and work location, there seems to have no significant consequences, according to what employees said when interviewed. Finally, results highlight the significant moderator effect of the human factors on the impact of outsourcing on the transferred employees. The financial institution (Source) tried to decrease the impact of outsourcing, but it was not sufficient. Employees were strongly attached to their first employer and did not want to leave it for another organization holding a different company culture that did not appeal to them. That is why the management of the human aspects contributed to amplifying the negative impacts of outsourcing, especially the ones related to the quality of life at work of transferred employees. Key words: (1) outsourcing, (2) transferred employees, (3) quality of life at work, (4) working conditions, (5) Information technologies (IT), (6) organization, (7) human resources management.

Made available in DSpace on 2016-04-25T16:44:59Z (GMT). No. of bitstreams: 1 Claudio Luiz de Souza Silva.pdf: 624448 bytes, checksum: 6747492cc35b7d9403254701436d3285 (MD5) Previous issue date: 2007-10-08 / The technological evolution extended connections, made a big quantity of information available and revolutionalized knowledge, creating new possibilities for storage, management and transmission. The drawbacks concerning adaptability of the organizational traditional structures related to College Education institutions to the new challenges, are leading the organizations to break up with traditional patterns of management and structure, which are still attached to the industrial society of development pattern. The quest is for the lessening of the gap between the technological transformation speed and the changes in the organization, in a new society coined as the knowledge society. This article, besides being a circumstantial description, aims at accurately analyzing an experience related to exploiting and constructing a new methodology of management. It looks forward to bringing light on a tension generated among the new social environment - caused by higher density of knowledge in productive processes-, and transformation difficulties in universities. This study was put forward through documental analysis, questionnaires and interviews with professors, coordinators and the board of directors of the Universidade Federal de São Paulo, Santos campus. Conclusions point to the possibility of reasoning the proposal to a new pattern of management, according to an aspect shown by the study, as peculiar to Unifesp Santos proposal, as follows: flexible organizations work better in the knowledge society, since decisions can be made at the end or at any point of the net. Hierarchical organizations work better during periods of constant and stable markets, despite being totally inadequate during periods of flow, like the one that identifies the society of knowledge. Its managerial procedures are way too rigid to adapt to quick changes under market conditions / A evolução das tecnologias ampliou as conexões, tornou disponível uma grande quantidade de informações e revolucionou o conhecimento, com novas possibilidades para sua estocagem, gestão e transmissão. As dificuldades de adaptação das estruturas tradicionais de organização das Instituições de Ensino Superior aos novos desafios estão levando as organizações a romper com os tradicionais modelos de gestão e estrutura, que ainda atendem ao modelo de desenvolvimento da sociedade industrial. A busca é pela diminuição crescente no vão entre a velocidade da transformação tecnológica e das mudanças na organização, numa nova sociedade cunhada como sociedade do conhecimento. Este trabalho é uma descrição circunstanciada e uma análise apurada sobre uma experiência de exploração e construção de uma nova metodologia de gestão. O objetivo é trazer esclarecimentos para a tensão gerada entre o novo ambiente social, em função da maior densidade do conhecimento nos processos produtivos, e as dificuldades de transformação das universidades. Este estudo foi realizado por meio de análise documental, questionário e entrevistas junto a professores, coordenadores e direção do campus de Santos da Universidade Federal de São Paulo. As conclusões indicam que é possível fundamentar a proposta de um novo modelo de gestão no seguinte aspecto, apontado pelo estudo como característico da proposta da Unifesp Santos: na sociedade do conhecimento funcionam melhor as organizações flexíveis, em que a decisão pode ser tomada na ponta ou em qualquer ponto da rede. As organizações hierárquicas funcionam melhor em períodos de mercados constantes e estáveis, mas são totalmente inadequadas em períodos de fluxos, como o que caracteriza a sociedade do conhecimento. Seus procedimentos administrativos são rígidos demais para se ajustar às rápidas mudanças nas condições de mercado