published_or_final_version / Business Administration / Master / Master of Business Administration

Submitted by Elba Lopes (elba.lopes@fecap.br) on 2016-08-09T18:05:23Z No. of bitstreams: 2 H??lio Moreira J??nior.pdf: 1884251 bytes, checksum: 87bf1a3a50e49dfec01453507355ca9c (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2016-08-09T18:05:24Z (GMT). No. of bitstreams: 2 H??lio Moreira J??nior.pdf: 1884251 bytes, checksum: 87bf1a3a50e49dfec01453507355ca9c (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2016-06-27 / After monetary stabilization seen in Brazil in the mid-1990s, there was a significant increase in partnerships formed between financial institutions and retailers in order to offer financial products and services. On one hand, these partnerships offer significant advantages for both parties, such as new sales channels, increase of customer base, funding for credit operations, new means of payment to leverage sales and increase the financial return. Moreover, such partnerships generate conflicts of credit, strategies, management and costs. This paper aims to identify and analyze the main conflicts between Financial Institutions and Retailers in managing partnerships aimed at the marketing of financial products and services. To accomplish this goal, I conducted 18 semi-structured interviews with executives who work in institutions from this market, 6 of them being retail executives and 12 executives from financial institutions. The results indicated that the most relevant conflicts are associated with credit, governance, technological solution, service, cost allocation and primary goals of these partnerships. / Ap??s a estabiliza????o monet??ria verificada no Brasil em meados da d??cada de 1990, houve um aumento significativo de parcerias formadas entre Institui????es Financeiras e Varejistas com o objetivo de ofertar produtos e servi??os financeiros. Por um lado, essas parcerias oferecem vantagens significativas para ambos os atores, tais como novos canais de vendas, aumento da base de clientes, funding para a opera????o de cr??dito, novo meio de pagamento para alavancagem das vendas e aumento do retorno financeiro. Por outro lado, tais parcerias geram conflitos de cr??dito, de estrat??gias, de gest??o e de custos. Neste trabalho o objetivo ?? identificar e analisar os principais conflitos entre Institui????es Financeiras e Varejistas na gest??o de parcerias que visam ?? comercializa????o de produtos e servi??os financeiros. Para cumprir esse objetivo foram realizadas 18 entrevistas semiestruturadas com executivos que atuam em institui????es desse mercado, sendo 6 delas com executivos do varejo e 12 com executivos de institui????es financeiras. Os resultados indicaram que os conflitos mais relevantes est??o associados com cr??dito, governan??a, solu????o tecnol??gica, atendimento, aloca????o de custos e objetivos prim??rios destas parcerias.

Abstract not available. / Thesis (MBA)-University of Natal, Durban, 2001.

Customer retention has been shown by academic researchers to be more profitable than customer acquisition. However, its implementation in the business environment has not been so successful. One of the reasons for this is that customer retention can be achieved in several ways (e.g.. loyalty programs, affinity cards and switching costs)and that the translation from the concept of “retaining customers” to the actions and strategies to retain them is not always easy. One of the most attractive strategies to ensure that customers remains within the organisation is through cross-selling and up-selling. In short, the objective is to increase the number (or the value) of the products that a customer buys from a company to make it more difficult for him/her to leave. Whilst academic research has deeply investigated the concepts of loyalty, retention programs and trust, amongst others, cross-selling has not received the same level of attention. Moreover, existing research on cross-selling has been focused on products rather than on services. Finally, this research has mostly been conceptual in nature, with limited attempts to model or design practical cross-selling and up-selling strategies. In order for cross selling and up-selling to be effective strategies, they need to be tailored to the needs of the customer. The offer must be adequate in terms of the target (who is going to buy the product), the content (what is going to be purchased) and a time (when is the right moment to offer the new product). This thesis investigates cross-selling and up-selling from a practical point of view in Nedbank It assesses the importance of the concepts of customer retention and cross-selling and up-selling through several interviews conducted within Nedbank. Finally, this research highlights, from an empirical analysis, how repurchase decision is highly influenced by the length of the relationship with the provider and the type of products already purchased. Understanding these factors is key to successfully retaining customers via cross selling. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

Organizações públicas ou privadas que possuem atuação em todo o território nacional têm adotado projetos padronizados de suas edificações, desenvolvidos especificamente para atender a questões técnicas e econômicas de sua rede de atendimento, tais como escolas, agências de serviços públicos, postos de saúde e lojas de redes varejistas. As edificações são construídas por meio da repetição do mesmo projeto padrão em diferentes localidades que, muitas vezes, não consideram as características bioclimáticas regionais. O trabalho analisou e classificou o desempenho energético da envoltória do projeto padrão de uma agência bancária por meio de parâmetros do Método Prescritivo do RTQ-C, em diferentes zonas bioclimáticas brasileiras. Nas situações em que o edifício apresentou oportunidades de melhoria (quando não foi atingida a classificação com o Nível A), foram testadas estratégias bioclimáticas em relação às aberturas envidraçadas, tais como sombreamentos (AVS e AHS) e alteração do fator solar (FS) dos vidros. Para avaliação do potencial de economia de energia elétrica do sistema de ar condicionado com as alterações propostas, foi realizada a simulação computacional com o programa EnergyPlus, considerando o projeto padrão e o projeto com as alterações propostas. Em apenas 6 situações verificou-se que a envoltória do projeto padrão original não atingiu o Nível A. Para essas situações, foram testados valores de AVS, AHS e FS nas equações do Método Prescritivo para obtenção de um valor do índice de consumo da envoltória (ICEnv) abaixo do valor limite para classificação com o Nível A. Para o projeto padrão implantado na Zona Bioclimática ZB-1 com orientação da fachada principal para Oeste, o valor de ICEnv para o Nível A somente é atingido com a retirada de todas as proteções de sombreamento verticais (redução de AHS), aumento do FS médio dos vidros e aumento da largura da marquise sobre a entrada da agência (aumento do AVS). Essa proposta de alteração do projeto foi simulada para o município de Curitiba/PR, apresentando um potencial de economia de energia elétrica de 25,97% em relação ao projeto original. Para o projeto padrão implantando nas Zonas Bioclimáticas ZB-4 e ZB-5 com orientação da fachada principal para Oeste, a única alternativa viável de acordo com as equações do Método Prescritivo é reduzir o valor do FS médio dos vidros. No caso do município de Brasília/DF (localizado na ZB-4), a simulação mostrou uma economia de até 30,53% em relação ao projeto original. Não foram feitas simulações do projeto otimizado para a ZB-5, devido à falta de arquivos com dados climáticos para municípios localizados nesse zoneamento. O projeto original também não atingiu o Nível A quando implantando na Zona Bioclimática ZB-7 com orientações da fachada principal para o Norte, Leste e Sul. As alterações dos valores na equação do Método Prescritivo para a ZB-7 indicaram três possibilidades para melhoria do projeto original (aumentar o valor médio do FS, aumentar o AVS ou reduzir o AHS). As simulações computacionais para validação das equações da ZB-7 foram feitas para o município de Cuiabá/MT. No caso da alteração do FS, a simulação apontou que o potencial de economia é praticamente nulo (0,04 a 0,50%). Com o aumento do AVS, as economias são de 0,68% para a fachada Sul, 2,80% para a fachada Leste e 3,90% para a fachada Norte. Já a redução do valor de AHS não foi confirmada pela simulação, pois houve aumento do consumo de energia de 1,43% para a fachada Norte, 1,74% para a fachada Leste e 3,23% para a fachada Sul. / Some public and private organizations that operate throughout Brazil have standardized their building projects. These projects have been developed to achieve a common approach to the implementation of technical, economic and service networks. Buildings are constructed by repeating the same standard design in different locations often without considering regional bioclimatic conditions. This study analyzed and rated the energy performance of a standard project undertaken by a bank to build new branches using the Prescriptive Method of RTQ-C in different bioclimatic zones in Brazil. In situations where the building presented opportunities for improvement, bioclimatic strategies were tested, such as shading fenestration areas or changing the solar heat gain coefficient (SHGC) of the windows. In order to evaluate the potential of saving electricity, computer simulation software (EnergyPlus) was used. Simulations were run for the original standard design and the optimized design taking into consideration each bioclimatic zone. In only six cases the envelope of the original standard building design did not reach Level A (best) by Prescriptive Method of RTQ-C. For these cases, changes to the shading devices (overhangs and fins) were tested as well as the SHGC of windows. The equations for the Prescriptive Method were recalculated to obtain a value of the envelope’s consumption (ICEnv) below the maximum value for classification with Level A. For the original standard building design implemented in Bioclimatic Zone ZB-1 having its main façade to the West, the value of ICEnv for the Level A could only be achieved with the removal of all its windows vertical shading protections (reduced AHS), increasing the SHGC of some windows and increasing the width of the overhang at the entrance of the agency (increased AVS). This proposed amendment was simulated for the city of Curitiba/PR, indicating a potential energy saving of 25.97% over the original project. When the original project was deployed in Bioclimatic Zones ZB-4 and ZB-5 having the main façade to the West, the only viable alternative according to the equations of the Prescriptive Method was to reduce the value of the SHGC of some windows. In the case of the city of Brasilia/DF (located in ZB-4), the simulation showed savings of up to 30.53% when compared to the original standard project. There have been no simulations of the optimized project for the ZB-5 due to lack of climate data files for cities located in that zone. The original project did not attain Level A when deployed in Bioclimatic Zone ZB-7 having the main façade to the North, East and South. Changing values in the equation of Prescriptive Method for the ZB-7 indicated three possibilities for improving original project (increasing the average value of SHGC, increasing AVS or reducing AHS). Computer simulations validating the equations of ZB-7 were made for the city of Cuiabá/MT. With the amendment of the SHGC, the simulation showed that the savings potential is practically nil (0.04 to 0.50%). Increasing AVS gave savings of 0.68% for the Southern façade, 2.80% for the Eastern façade and 3.90% for the Northern façade. The reduction of AHS has not been confirmed by the simulation, due to there being an increase in energy consumption of 1.43% for the Northern façade, 1.74% for the Eastern façade and 3.23% for the Southern façade.

Organizações públicas ou privadas que possuem atuação em todo o território nacional têm adotado projetos padronizados de suas edificações, desenvolvidos especificamente para atender a questões técnicas e econômicas de sua rede de atendimento, tais como escolas, agências de serviços públicos, postos de saúde e lojas de redes varejistas. As edificações são construídas por meio da repetição do mesmo projeto padrão em diferentes localidades que, muitas vezes, não consideram as características bioclimáticas regionais. O trabalho analisou e classificou o desempenho energético da envoltória do projeto padrão de uma agência bancária por meio de parâmetros do Método Prescritivo do RTQ-C, em diferentes zonas bioclimáticas brasileiras. Nas situações em que o edifício apresentou oportunidades de melhoria (quando não foi atingida a classificação com o Nível A), foram testadas estratégias bioclimáticas em relação às aberturas envidraçadas, tais como sombreamentos (AVS e AHS) e alteração do fator solar (FS) dos vidros. Para avaliação do potencial de economia de energia elétrica do sistema de ar condicionado com as alterações propostas, foi realizada a simulação computacional com o programa EnergyPlus, considerando o projeto padrão e o projeto com as alterações propostas. Em apenas 6 situações verificou-se que a envoltória do projeto padrão original não atingiu o Nível A. Para essas situações, foram testados valores de AVS, AHS e FS nas equações do Método Prescritivo para obtenção de um valor do índice de consumo da envoltória (ICEnv) abaixo do valor limite para classificação com o Nível A. Para o projeto padrão implantado na Zona Bioclimática ZB-1 com orientação da fachada principal para Oeste, o valor de ICEnv para o Nível A somente é atingido com a retirada de todas as proteções de sombreamento verticais (redução de AHS), aumento do FS médio dos vidros e aumento da largura da marquise sobre a entrada da agência (aumento do AVS). Essa proposta de alteração do projeto foi simulada para o município de Curitiba/PR, apresentando um potencial de economia de energia elétrica de 25,97% em relação ao projeto original. Para o projeto padrão implantando nas Zonas Bioclimáticas ZB-4 e ZB-5 com orientação da fachada principal para Oeste, a única alternativa viável de acordo com as equações do Método Prescritivo é reduzir o valor do FS médio dos vidros. No caso do município de Brasília/DF (localizado na ZB-4), a simulação mostrou uma economia de até 30,53% em relação ao projeto original. Não foram feitas simulações do projeto otimizado para a ZB-5, devido à falta de arquivos com dados climáticos para municípios localizados nesse zoneamento. O projeto original também não atingiu o Nível A quando implantando na Zona Bioclimática ZB-7 com orientações da fachada principal para o Norte, Leste e Sul. As alterações dos valores na equação do Método Prescritivo para a ZB-7 indicaram três possibilidades para melhoria do projeto original (aumentar o valor médio do FS, aumentar o AVS ou reduzir o AHS). As simulações computacionais para validação das equações da ZB-7 foram feitas para o município de Cuiabá/MT. No caso da alteração do FS, a simulação apontou que o potencial de economia é praticamente nulo (0,04 a 0,50%). Com o aumento do AVS, as economias são de 0,68% para a fachada Sul, 2,80% para a fachada Leste e 3,90% para a fachada Norte. Já a redução do valor de AHS não foi confirmada pela simulação, pois houve aumento do consumo de energia de 1,43% para a fachada Norte, 1,74% para a fachada Leste e 3,23% para a fachada Sul. / Some public and private organizations that operate throughout Brazil have standardized their building projects. These projects have been developed to achieve a common approach to the implementation of technical, economic and service networks. Buildings are constructed by repeating the same standard design in different locations often without considering regional bioclimatic conditions. This study analyzed and rated the energy performance of a standard project undertaken by a bank to build new branches using the Prescriptive Method of RTQ-C in different bioclimatic zones in Brazil. In situations where the building presented opportunities for improvement, bioclimatic strategies were tested, such as shading fenestration areas or changing the solar heat gain coefficient (SHGC) of the windows. In order to evaluate the potential of saving electricity, computer simulation software (EnergyPlus) was used. Simulations were run for the original standard design and the optimized design taking into consideration each bioclimatic zone. In only six cases the envelope of the original standard building design did not reach Level A (best) by Prescriptive Method of RTQ-C. For these cases, changes to the shading devices (overhangs and fins) were tested as well as the SHGC of windows. The equations for the Prescriptive Method were recalculated to obtain a value of the envelope’s consumption (ICEnv) below the maximum value for classification with Level A. For the original standard building design implemented in Bioclimatic Zone ZB-1 having its main façade to the West, the value of ICEnv for the Level A could only be achieved with the removal of all its windows vertical shading protections (reduced AHS), increasing the SHGC of some windows and increasing the width of the overhang at the entrance of the agency (increased AVS). This proposed amendment was simulated for the city of Curitiba/PR, indicating a potential energy saving of 25.97% over the original project. When the original project was deployed in Bioclimatic Zones ZB-4 and ZB-5 having the main façade to the West, the only viable alternative according to the equations of the Prescriptive Method was to reduce the value of the SHGC of some windows. In the case of the city of Brasilia/DF (located in ZB-4), the simulation showed savings of up to 30.53% when compared to the original standard project. There have been no simulations of the optimized project for the ZB-5 due to lack of climate data files for cities located in that zone. The original project did not attain Level A when deployed in Bioclimatic Zone ZB-7 having the main façade to the North, East and South. Changing values in the equation of Prescriptive Method for the ZB-7 indicated three possibilities for improving original project (increasing the average value of SHGC, increasing AVS or reducing AHS). Computer simulations validating the equations of ZB-7 were made for the city of Cuiabá/MT. With the amendment of the SHGC, the simulation showed that the savings potential is practically nil (0.04 to 0.50%). Increasing AVS gave savings of 0.68% for the Southern façade, 2.80% for the Eastern façade and 3.90% for the Northern façade. The reduction of AHS has not been confirmed by the simulation, due to there being an increase in energy consumption of 1.43% for the Northern façade, 1.74% for the Eastern façade and 3.23% for the Southern façade.

The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.

The main purpose of this qualitative research study was to investigate strategies to improve the representation of black females in senior levels within the South African banking industry. This was done through investigating the challenges that black women face in their career advancement within the banking industry and the strategies which currently exist and can be implemented to improve this representation. In as much as the research is aimed at seeking strategies to improve black women representation in senior positions, it also seeks to understand the barriers experienced by black women in different levels within the industry as these levels serve as a pipeline for senior management. This problem was addressed through answering the research objectives. The research objectives were achieved through conducting a literature review to explore the existing research topic and conducting an empirical study. Empirical evidence was obtained through conducting semi-structured interviews with seven black women who are currently working in the banking sector. Semi-structured interviews were used due to the target population being specific to black women as well as the need to acquire in-depth knowledge from black women of their experiences in climbing the corporate ladder in the sector. The key findings of the research found that the participant’s perception was that black women were at the bottom, that black women were displaying behaviours that were inhibiting their progress to senior positions. The study also found that black women struggled to advance to senior positions due to different challenges that they encountered. The study is finalised by the participants providing recommendations in terms of how the representation of black women could be improved.

The purpose of this study was to examine the relationship between market orientation and business performance mediated by marketing resources and moderated by contextual factors. The study also examined the extent to which the conceptual model was a good fit to the sample data. A quantitative approach was used to test if there was a significant relationship between market orientation, marketing resources, and business performance. For the purpose, a cross-sectional survey was carried out to obtain data pertaining to market orientation, marketing resources, contextual factors and business performance. The unit of analysis of the study was banks consisting of 3 public and 15 private banks. A sample size of 507 consisting of 492 branch managers and 15 top level marketing managers was used in the survey. With a response rate of 87.97%, 446 questionnaires were collected of which 377 were used for data analysis. A SEM was used to test the extent to which the theoretical model fits the sample data. Mediation analysis was used to test the indirect effect of market orientation on business performance and hierarchical regression analysis was used to test whether the relationship was moderated by market dynamism, competitive intensity, and government regulation. Finally, an independent t – test was used to examine the statistical variations between public and private banks in terms of market orientation, marketing resources, and business performance. The confirmatory factor analysis revealed that the modified model was fit with the observed data in terms of chi-square and the individual indices. The total effect of market orientation on business performance was moderate with a 0.36 regression coefficient. The indirect effect was high with a 0.91 regression coefficient where complete and inconsistent mediation was found due to suppression effect. The moderation analysis revealed that the interaction effect of market dynamism, competitive intensity, and government regulation was not statistically significant. Finally the result showed that there was a statistically meaningful difference between public and private banks in terms of market orientation, marketing resources, and business performance. Banks in Ethiopia shall strive to segment the market, differentiate their services, and build a strong brand with clear identity. Banks in Ethiopia shall also build on their marketing resources to enhance their business performance. / Business Management / D.B.L.

A key lesson learnt from the 2007-2009 global financial crisis was that central banks focused too much on price stability and monetary policy. Financial stability and macroprudential policy were the missing pillars to ensure proper supervision of the financial system. This study examines the challenges faced by central banks in implementing macroprudential policies, while having limited experience as to the effect on their economies. The countercyclical capital buffer is generally considered to be one of the main macroprudential policy instruments. Using South African data, the study furthermore calculates the credit gap which serves as early warning indicator of excessive credit growth and is used to determine the point at which a countercyclical capital buffer should be activated for banks. The calculation of the countercyclical buffer indicates that the credit gap remains below the lower threshold of the buffer add-on. Hence, there is no reason to consider a capital add-on for South African banks as yet. Despite the overall reliability of the credit gap, concerns remain on its reliability under certain circumstances. / Economics / M. Com. (Economics)