Submitted by Caroline Xavier (caroline.xavier@pucrs.br) on 2017-11-14T12:44:25Z No. of bitstreams: 1 TES_MARCELO_DE_MORAES_CORDEIRO_COMPLETO.pdf: 2250015 bytes, checksum: 529cecc2fc57361236aa335c18c4e328 (MD5) / Approved for entry into archive by Caroline Xavier (caroline.xavier@pucrs.br) on 2017-11-14T12:45:10Z (GMT) No. of bitstreams: 1 TES_MARCELO_DE_MORAES_CORDEIRO_COMPLETO.pdf: 2250015 bytes, checksum: 529cecc2fc57361236aa335c18c4e328 (MD5) / Made available in DSpace on 2017-11-14T12:45:20Z (GMT). No. of bitstreams: 1 TES_MARCELO_DE_MORAES_CORDEIRO_COMPLETO.pdf: 2250015 bytes, checksum: 529cecc2fc57361236aa335c18c4e328 (MD5) Previous issue date: 2017-08-28 / This thesis discusses the relationship between the processes of Knowledge Management (KM) and its impact on the performance on brazilian private and confessional basic education schools. From the theoretical point of view, it is based on the perspective of organizational analysis advocated by the Knowledge Based View (KVB). The central themes related to the work are articulated from there: Organizational Strategy, Organizational Performance, Processes and Models of KM Evaluation. With regard to organizational performance, the Balanced Scorecard (BSC) evaluation perspective was taken as the basis. In this way, the hypotheses of the thesis relate the impact of the four processes of GC - Creation, Storage, Sharing and Creation - in the perspectives of results of the BSC - People, Internal Processes, Clients and Sustainability - besides verifying the correlation between these constructs. The study is based on a positivist view of science and as a method, the multi-method approach was chosen sequentially with the development of a qualitative and a quantitative phase. In the first stage, semi-structured interviews were conducted with six school managers from Brazil and Spain to understand how the subject of KM and organizational performance in the field. With the results of the qualitative phase the quantitative phase of the research was carried out by applying a questionnaire with 50 items, from already used and validated scales, exploring the eight constructs of the hypotheses. The survey collected 242 responses, which were used for the development of the Structural Equation Modeling (SEM) technique. The proposed theoretical model was verified from the relationships and the study of paths. As a result, it was possible to verify the influence of KM processes on the BSC dimensions of educational organizations. The influence of KM processes on the organizational performance of schools has been evident, since all processes in some way impact the organizational results dimensions. It was possible to verify the role that the creation of knowledge exerts on the people in the organization, and also how the storage of knowledge impacts the perspectives of people, internal processes and sustainability. As an academic contribution, the study relate two topics that have not been tested yet in the field of private and confessional basic education and opens up space for managerial implications, since it can contribute to educational managers improving their KM practices and achieving better performance in environmental processes educational. / Esta tese debate a rela??o dos processos de Gest?o do Conhecimento (GC) e seu impacto positivo no desempenho de organiza??es de educa??o b?sica, privadas e confessionais brasileiras. Do ponto de vista te?rico se sustenta na perspectiva de an?lise organizacional preconizada pela Vis?o Baseada em Conhecimento (VBC). Os temas centrais relacionados ao trabalho se articulam a partir da?: Estrat?gia Organizacional, Desempenho Organizacional, Processos e Modelos de Avalia??o de GC. No que se refere ao desempenho organizacional, se tomou por base a perspectiva de avalia??o do Balanced Scorecard (BSC). Desta maneira, as hip?teses da tese relacionam o impacto dos quatro processos de GC ? Cria??o, Armazenamento, Compartilhamento e Cria??o ? nas perspectivas de desempenho do BSC ? Pessoas, Processos Internos, Clientes e Sustentabilidade ? al?m de verificar a correla??o entre estes constructos. O estudo se apoia em uma vis?o positivista da ci?ncia e, como m?todo, foi escolhida a abordagem de m?todos mistos, de forma sequencial, com o desenvolvimento de uma fase qualitativa e outra quantitativa. Na primeira etapa, foram conduzidas entrevistas semiestruturadas com oito gestores de col?gios do Brasil e da Espanha, para compreender a forma como o tema da GC e do desempenho organizacional no campo. Com os resultados da fase qualitativa se procedeu a fase quantitativa da pesquisa, realizada a partir da aplica??o de um question?rio com 50 itens, oriundos de escalas j? utilizadas e validadas, explorando os oito constructos das hip?teses. O levantamento coletou 242 respostas, que foram utilizadas para o desenvolvimento da t?cnica de Modelagem de Equa??es Estruturais (SEM). O modelo te?rico proposto foi verificado a partir das rela??es e do estudo de caminhos. Como resultado, foi poss?vel verificar a influ?ncia dos processos de GC nas dimens?es do BSC das organiza??es educacionais. A influ?ncia dos processos de GC no desempenho organizacional de col?gios se mostrou evidente, uma vez que todos os processos, de alguma maneira, impactam as dimens?es de resultado da organiza??o. Foi poss?vel verificar o papel que a cria??o do conhecimento exerce sobre as pessoas na organiza??o, e, ainda, como o armazenamento do conhecimento impacta as perspectivas de pessoas, processos internos e sustentabilidade. Como contribui??o acad?mica, o estudo relaciona dois t?picos ainda n?o testados no campo da educa??o b?sica privada e confessional e abre espa?o para implica??es gerenciais, uma vez que pode contribuir para que gestores educacionais aperfei?oem suas pr?ticas de GC e atinjam melhor desempenho nos processos caracter?sticos do ambiente educacional.

A partir da década de 90, as organizações passaram a atuar sob novas demandas institucionais, como: a ética nos negócios, a responsabilidade social e, principalmente, o desenvolvimento sustentável. Continuamente, as organizações industriais têm produzido melhores produtos a um custo mais baixo, têm implantado programas de qualidade e de racionalização em suas empresas e estabelecem auditorias em seus fornecedores a fim de implementar o gerenciamento da qualidade total. Paralelamente ao aprimoramento do sistema da qualidade, questões sobre a qualidade ambiental, saúde e segurança têm se tornado relevantes. Desta nova postura e conscientização, surgiu o conceito de gestão pela excelência, formalizado pela British Standard Institution na norma BS7750 e posteriormente pela Intenational Organization for Standadization nas séries de normas ISO 9000, ISO 14001 e OHSAS 18001. No presente trabalho foram referidas as séries de normas ISO, que estabelecem requisitos para a formalização e avaliação da gestão pela excelência, bem como, aos conceitos de TQEM (Total Quality Environment Managemen – Gestão da Qualidade Total do Meio Ambiente) e do BSC (Balanced Scorecard), sistemática que possibilita o monitoramento da gestão empresarial com uma visão do passado, do presente e do futuro, incorporadas ao controle de qualidade total. O objetivo foi apresentar uma análise de conceitos e ferramentas que auxiliam as organizações a se posicionarem de forma pró-ativa frente às questões pela excelência em que estão inseridas. Os objetivos específicos foram: avaliar os requisitos necessários para manutenção da gestão pela excelência; identificar a motivação da empresa pela melhoria contínua do sistema de gestão e identificar as contribuições do BSC neste processo de gestão. A pesquisa teórica e o estudo de caso foi realizado em postos de combustíveis da “Rede X” . Os resultados indicaram que, apesar dos diferentes objetivos existentes no conceito de gestão pela excelência e BSC, eles podem ser utilizados de forma complementar conduzindo a melhorias do desempenho e diferenciação em relação aos concorrentes. A necessidade dos grupos de interesse da empresa (stakeholders) deve ser entendida como uma oportunidade de melhoria, sinalizando a direção a ser seguida para que atenda aos requisitos da gestão pela qualidade total do meio ambiente e o reconhecimento de sua atuação pela sociedade.

A velocidade necessária de resposta das empresas na busca de vantagens competitivas pede estruturas rápidas e decisões descentralizadas, reunindo várias pessoas, áreas e unidades de negócios que interagem e trocam competências. Neste ambiente de decisão, o tratamento da atuação do gestor, de forma individual, começa a perder cada vez mais sentido. Estabelece-se, então, a preocupação com a visão do corpo de gestores, representada pela visão estratégica, que traz à tona, no momento da decisão, as considerações necessárias à decisão otimizadora, além de incentivá-lo na diligência pela postura e comportamento desejado. Neste ambiente, o aprendizado organizacional em torno das estratégias torna-se fundamental na geração de capital intelectual relacionado a este nível do negócio. Tendo como base conceitual o modelo de gestão econômica - GECON - com seus modelos de mensuração econômica, a inclusão de um sistema de apoio ao processo decisório permite a gestão dos contextos estratégicos da empresa, criando uma visão estratégica que completa e interage com a visão econômica da mesma. / The necessary reply speed from enterprises searching competitive advantages requires fast structures and decentralized decisions, gathering several people, areas and business units that interact and exchange competence. In this decision environment, the manager\'s acting treatment individually starts losing sense more and more. It is, then, established the preocupation with view of the manager\'s corpus represented by the strategic view, which brings about, in the moment of the decision, the necessary considerations to the optimizing decision, besides, it motivates the corpus on the diligence by the posture and desired behavior. In this environment the organizational learning around the strategies becomes fundamental providing intellectual capital related to this level of business. Having as a conceptual basis the economical management model, - GECON - with its economical measuring models, the inclusion of a supporting system to the decision process allows the management of the strategic contexts of the enterprise, creating a strategic view that completes and interacts with its economical view.

College campuses, with significant numbers of older facilities, have the opportunity to lead the green building movement while reaping economic, health, environmental, educational, and marketing benefits. This project assessed the current status of green building programs at Worcester Polytechnic Institute (WPI), the costs and benefits of building green, and the costs and benefits of LEED certification to make the business case for LEED-certified buildings. This project also proposed a strategic plan for green building programs at WPI to promote and measure green building improvements to new and existing facilities. Lastly, this project assessed the feasibility of certifying existing facilities with the LEED Existing Building rating system. By evaluating all of the costs and the major benefits, the results of this project demonstrate that the benefits of building green and LEED certification outweigh the costs and that through strategic planning WPI can become a leader among colleges implementing green building programs.

The eCommerce industry introduced new business principles, as well as new strategies for achieving these principles, and as a result some traditional measures of success are no longer valid. We classified and ranked the performance of twenty business-to-consumer eCommerce companies by developing critical benchmarks using the Balanced scorecard methodology. We applied a Latent class model, a statistical model along the Bayesian framework, to facilitate the determination of the best and worst performing companies. An eCommerce site's greatest asset is its customers, which is why some of the most valued and sophisticated metrics used today evolve around customer behavior. The results from our classification and ranking procedure showed that companies that ranked high overall also ranked comparatively well in the customer analysis ranking, For example, Amazon.com, one of the highest rated eCommerce companies with a large customer base ranked second in the critical benchmark developed towards measuring customer analysis. The results from our simulation also showed that the Latent class model is a good fit for the classification procedure, and it has a high classification rate for the worst and best performing companies. The resulting work offers a practical tool with the ability to identify profitable investment opportunities for financial managers and analysts.

In today's business environment, organizations try to improve their efficiency in order to have more power in the global competition. This requires capabilities to detect and evaluate the impact of Information Technology (IT) on the organization's efficiency.There are some difficulties in evaluating the impact of IT on the organization‟s efficiency. For example, one should consider many quantitative and qualitative factors in the evaluation process. For solving these kinds of problems, this thesis proposes a methodology to identify the effects of IT investment and the importance of IT related activities on the organization‟s efficiency, within the BSC-DEA model.In the first parts of thesis, the Balanced Scorecard is used as a performance management tool for evaluating an organization‟s efficiency. The four dimensions of the Balanced Scorecard link organization‟s strategies with indicators and help the management establish an integrated efficiency assessment system for evaluation of IT investment. This thesis has studied some shortcoming of BSC for efficiency measurement and argued that DEA has the advantage to fill these shortcomings of BSC and to better evaluates impacts of IT on the organization's efficiency.In the Second part of this thesis, I have shown that the DEA model generates one single efficiency figure in multi-input and multi-output situations. DEA performs the optimization analysis on each individual unit (DMUs) and generate relative efficiency value of each DMU. In this way, the integrated BSC-DEA model is constructed. For a better explanation of proposed BSC-DEA model, I presented and analyzed an example in the final part of the thesis.The presented model has two major benefits in subjected area:Firstly, It Combines two well-established managerial methodologies and proposes a new approach to evaluate IT effects on organizations. This approach uses “BSC” as a comprehensive framework for defining evaluation criteria with regard to IT investment and uses “DEA” as a nonparametric technique for ranking organization performance with those criteria. The second contribution is that with the comprehensive view which BSC gives us and with efficiency measure that DEA calculates, we can have a dependent variable to study how and why some organizations use IT better than others. / Program: Magisterutbildning i informatik

V teoretickém oddílu práce jsou popsány základy metody Balanced Scorecard. Následuje obecný popis neziskového sektoru a transformace BSC do podmínek tohoto sektoru. Praktická část popisuje sdružení Mamma HELP, pro které je vytvořena SWOT analýza a následně komplexní návrh systému BSC ? strategické cíle, měřítka a strategické akce. Práce obsahuje možná vylepšení organizace a je zakončena strategickou mapou.

Cílem práce je navrhnout systém hodnocení zákazníků a predikace jejich odchodu pro aplikaci CeMF společnosti Digital Resources. Navržený systém je základem pro vytvoření nadstavby typu Customer Intelligence pro řízení zákaznického portfolia. Cíle je dosaženo pomocí propojení Balanced Scorecard, Customer Relationship Managementu a principů Business Intelligence. Práce stanovuje 122 zákaznických ukazatelů ve 28 dimenzích a obsahuje i obecný návrh implementace pro Microsoft SQL Server 2005.

Diplomová práce se zaměřuje na identifikaci a popis významných problémů v informační podpoře strategického řízení, a to s důrazem na přístup k těmto problémům v germanofonní oblasti. Cílem diplomové práce je popsat a charakterizovat ty problémy informační podpory, které jsou v germanofonní oblasti aktuálně považovány za nejvýznamnější, a identifikovat jejich významnost na pozadí současných přístupů ke strategickému řízení. Zároveň se diplomová práce zaměřuje na zjištění a zdůvodnění případných rozdílů mezi různými přístupy (zejména současnou anglosaskou, germanofonní a tuzemskou situací). Po obecném pojednání o pojetí, významu a posunech ve strategickém řízení se diplomová práce věnuje diskusi hlavních problémů v informační podpoře strategického řízení na příkladu díla prof. Dr. Jürgena Webera z německé WHU Koblenz jako představitele germanofonní oblasti, anglofonní oblast reprezentuje dílo prof. Roberta S. Kaplana.

Cíl diplomové práce spočíval v nástinu podmínek a prostředí pro implementaci systémů managementu jakosti ve veřejné správě ČR. Při objasňování tohoto cíle bylo využito východisek z dostupných literárních pramenů, praktických zkušeností s implementací Úřadu městské části Prahy 7 a také vlastního výzkumu. Systémy managementu kvality tvoří ucelené přístupy k rozvoji organizace formou obecných doporučení, jak skutečného růstu kvality poskytovaných statků či služeb dosáhnout. Aplikaci standardizovaných metod je třeba přizpůsobit individuální organizaci vzhledem k předmětu její činnosti a vytýčeným cílům. Veškeré přístupy jsou vždy pouze nástrojem a pomůckou, jenž při správném využití dokáží napomoci ke zkvalitnění a zefektivnění řízení. V současné době je implementace přístupů ke kvalitnímu řízení veřejné správy v ČR dobrovolná a každá veřejná instituce/úřad si jej může zvolit, dle vlastního uvážení. Při dostatečné publicitě a prezentaci, by v budoucnu mohly systémy managementu kvality v očích veřejnosti působit jako určitá záruka poskytovaných statků a služeb.