Syfte– Syftet med denna studie var att finna ett klassificeringsverktyg som kan underlätta beslutsfattande vid reservdelsuppläggning. För att besvara syftet formuleradestre frågeställningar;   Vilket analysverktyg kan användas för att systematiskt klassificera reservdelar i olika    grupper? Hur kan de klassificerade grupperna nyttjas vid reservdelsuppläggning?  Hur kan efterfrågan prognostiseras för de olika klassificerade grupperna med hänsyn till servicenivå? Metod– Studien bedrevs deduktivt genom teoribyggande, med både en empiriskt fallstudie och analytisk konceptuell inriktning. De metoder som studien använts sig av är; litteraturstudier, intervjuer och insamling från dokumentstudien. Litteraturstudien har varit inom områdena; reservdelsklassificering och prognostisering.  Resultat– Studiens resultat är att det krävs en multiklassificeringsmodell för att systematiskt klassificera reservdelar på grund av den komplexa naturen av reservdelshanteringen. Klassificeringsmodellen kan sedan utnyttjas till flera ändamål. De användningsområden som studien funnit är; hjälp vid bestämning av servicenivå, hjälp med val av prognostiseringsmetod för reservdelsgrupperna samt att finna reservdelar som har en skiftande efterfrågetrend.    Implikationer– Klassificeringsmodellen ämnar sig till att underlätta företags reservdelsuppläggning. Med hjälp av modellen ska fallföretaget lättare kunna ta beslut så som vilken servicenivå och prognosmetod som kan användas för deras reservdelar. Begränsningar–  Den här studiens begränsning är att bara ett fallföretag studerades på grund av tidsbegränsningen. Detta medförde att modellen som anpassades blev företagsspecifik och rekommenderas att valideras på andra företag.  Nyckelord– Klassificering, Reservdelsklassificering, Beslutstöd, Prognostisering, Reservdelsprognostisering, Servicenivå / Purpose–The purpose of this study was to find a classification tool that can ease the decision-making process of spare parts planning and forecasting. To accomplish this, three research questions were formulated; Which analysis tools can be used for a systematic classification of spare parts into different groups? How can the classified groups be used when planning and forecasting spare parts? How can the forecasting be done for the different classified groupsconsidering thecustomer service level?  Method– The study was deductively through theory-building, with both an empirical case study and analytical conceptual approach. The methods used were; litterateur research, interviews and collection of secondary data. The litterateur research has been conducted in the areas; spare parts classification and forecasting.  Findings– The finding of this study was that a multi criteria method is needed for a systematic classification of spare parts, because of the complex nature of spare part handling. The classification model can then be used for multiple tasks. The tasks that this study found were; help in deciding the customer service level, help in choosing forecast method for the different spare part groups and finding the spare parts that have shifted in demand trend. Implications– The classification model intends to ease companies spare parts planning and forecasting process. With help from the model the case company should have a more effective process now in choosing which customer service level and forecasting method to use for their spare part.   Limitations– This studies limitation was that only one case company was studied because of time constraints. This makes the modified model very company specific and needs to be further validated on other companies.  Keywords– Classification, Spare parts classification, Decision support, Forecasting, Spare parts forecasting, customer service level

The shifting focus in the role of academic libraries entail a better understanding, awareness and responsiveness to the needs of the library users. In an environment of change and an age of accountability academic libraries have to determine and demonstrate the impact their resources and services are having on their institutional mission. Service quality is not based exclusively on the perception of the librarians, but also dependent on the perception of users. Only customers judge quality; all other judgments are essentially irrelevant" (Zeithaml, Parasuraman, Berry 1999). The reason of this study was to assess quality in the library and to determine the perceptions of the Vaal Triangle Campus Library users as they relate to quality service and to develop a model to improve service quality. The aim was to determine library users' minimum expectations for services, their desired level of service and then to identify the extent of service they currently perceive on three dimensions of service quality: affect of service, library as place and access to information. A triangulation, mixed method research methodology was employed in this study. Data was collected using focus group as well as individual interviews and the LibQUAL questionnaire. Purposive sampling was used to determine participants for the interviews while a total market survey was employed for the questionnaire respondents. Findings indicate that there is a gap between the users' expectations and perception of service quality. The results indicate that there are variations within the different user groups regarding the expectations and perceptions of service quality at the Vaal Triangle Campus library. In view of the findings, the study concluded by developing a service quality model based on Deming's PDCA cycle, the ISO model and the Hoshin Kanri process / Information Science / M. Inf.

The main objective of this research is to examine the relationship between the internal and external service quality dimensions in Egyptian commercial banks. To achieve this objective, the thesis introduced the internal–external service quality model which proposes that the internal service quality has a positive impact on the external service quality. The research model was developed and tested empirically through three main stages. The first stage was based on the extensive review of the literature in order to identity the concepts and measures of the internal and external service quality. In this stage, the research objectives were identified. The second stage was concerned with the building of the internal–external service quality model which proposed that the internal service quality dimensions have a significant positive impact on external service quality. To identify causal indicators for this relationship, some control variables were used and a set of empirically testable hypotheses were developed. [Continues.]

Submitted by Clebson Anjos (clebson.leandro54@gmail.com) on 2016-02-18T20:05:27Z No. of bitstreams: 1 arquivototal.pdf: 2146607 bytes, checksum: 4f5684910bc3557cc0d3851f352e26c6 (MD5) / Made available in DSpace on 2016-02-18T20:05:27Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 2146607 bytes, checksum: 4f5684910bc3557cc0d3851f352e26c6 (MD5) Previous issue date: 2015-07-10 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / In the context of the new economy, fostered mainly by information and communication technologies and economic liberalization and deregulation, the relations between organizations and consumers are changed. Consumption is regarded as something "eminently social, correlative and active", contributing to the practice of citizenship and ratifying an "Age of Rights'. The disregard and disrespect faced by consumers in the relationship marketing have led them to adopt a behavior based on affirmative practices, in environments such as social networking sites. In this sense, this study aims at analyzing the net-activist practices of consumers of companies Tim, Oi, Claro and Vivo - that offer fixed-line, mobile and internet services - in their respective Facebook pages, understood as a legitimate customer service, in the social context of mediatization. With quantitative and qualitative nature and under an exploratory approach, the analysis of the object is constituted as a case study of comparative type, based on the intensive indirect observation by the bias of non-participant observation. The investigation identified, initially, that phone companies are the ones that receive more complaints which consumers turn to their institutional pages as an alternative way to achieve their claim. This way, the companies consolidate one legitimating space of customer service. However, social networking platforms used as SAC 2.0 are not regulated by the State and, therefore, the promptness of the customer service is drifting by the phone companies. / Na conjuntura da nova economia, propiciada, sobretudo, pelas tecnologias da informação e comunicação e liberalização e desregulamentação econômica, as relações entre as organizações e os consumidores são alteradas. O consumo é considerado como algo “eminentemente social, correlativo e ativo”, concorrendo para a prática do exercício da cidadania e ratificando uma “Era dos Direitos”. O descaso e o desrespeito enfrentado pelos consumidores nas relações mercadológicas os têm levado a adotar um comportamento baseado em práticas afirmativas, em ambientes como os sites de redes sociais. Nesse sentido, o objetivo deste estudo é analisar as práticas net-ativistas dos consumidores das empresas Tim, Oi, Claro e Vivo – que oferecem serviços de telefonia fixa, móvel e internet - nas suas respectivas páginas no Facebook, compreendidas como legítimo serviço de atendimento ao consumidor, no contexto social da midiatização. De natureza quantitativa e qualitativa e sob a abordagem exploratória, a análise do objeto se constitui na forma de estudo de caso do tipo comparativo, tendo por base a observação indireta intensiva pelo viés da observação não-participante. A investigação identificou, inicialmente, que as operadoras de telefonia são as empresas que recebem mais reclamações cujos consumidores recorrem às suas páginas institucionais como uma forma alternativa de concretizar a sua reivindicação. Deste modo, consolidam um espaço de legitimação do serviço de atendimento ao cliente. Todavia, as plataformas de redes sociais utilizadas como SAC 2.0 não são reguladas pelo Estado e, portanto, a presteza do atendimento fica à deriva das operadoras.

Made available in DSpace on 2015-04-16T15:23:29Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 2054997 bytes, checksum: f807d39d45b38ada7a2d2be6e8721415 (MD5) Previous issue date: 2013-03-21 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / This research analyzes the informational flow of the Customer Service Channels - CSC (Canais de Atendimento ao Cliente - CAC) of the Brazilian Post and Telegraph Company (Empresa de Correios e Telégrafos), Regional Board of Directors of Paraíba ECT/DR-PB by means of the perspective of information management (IM), questioning how the information of this flow influence the formulation of tactic actions for decision-making. The study aims at analyzing the informational flow of the CSCs of the Brazilian Post and Telegraph Company in its Regional Board of Directors of Paraíba. It is understood that the informational flow of the CSCs, if treated in a systematized way, is presented as valuable tool for the qualitative diagnosis of the offered services, besides attaining the legal requirements and fulfilling an evaluation in the processes of the provided products. Planning future actions and implementing corrective ones are the reasons that justify the study. With reference to the objectives, the methodology is classified as descriptive with quanti-qualitative approach of the case study type. In regard to data collection instruments, the study uses the guided interview and the documental analysis, categorizing data according to content analysis for interpreting them afterwards. As result of the study, it was observed that its aim is accomplished and by the indicators showed, the process seems to be effective. It is disseminated and understood by managers and operators as relationship instrument with the market and clients as well as the management. In spite of this, the potential of the data generated by the system, as its positive residual effect, does not produce direct effects or managerial actions for the continuous improvement of the organization and its final processes, especially the ones in medium and long term, either resulting from limiting factors of the process architecture and their control indicator, or due to limiting factors inherent to managers. From this viewpoint results the loss of competitiveness and the use of other costly and less efficient information sources, remaining the essential function of each manager, the one related to decision-making, submitted to results not always favorable to the company. In this context, We conclude that the management of CSC data flow provides information relative to diagnosis of the offered services, besides indicating the Regional Board of Directors positioning with regard to the company as a whole. It can be used for formulating tactic actions for decision-making and for continuous evaluation of management and organizational performance. / Analisa o fluxo informacional dos Canais de Atendimento ao Cliente (CAC) da Empresa de Correios e Telégrafos, Diretoria Regional da Paraíba ECT/DR-PB, pela perspectiva da gestão da informação (GI), questionando como as informações desse fluxo influenciam na formulação de ações táticas para a tomada de decisão. O estudo tem como objetivo geral analisar o fluxo informacional dos CAC da Empresa Brasileira de Correios e Telégrafos em sua Diretoria Regional da Paraíba. Compreende-se que o fluxo informacional dos CAC, se tratado de forma sistematizada, apresenta-se como ferramenta valiosa para o diagnóstico qualitativo dos serviços prestados, além de atingir as exigências legais e fazer uma autoavaliação nos processos dos produtos ofertados. Planejar ações futuras e implementar ações corretivas nos processos são as razões que justificam o estudo. Quanto aos objetivos, a metodologia classifica-se em descritiva com abordagem quanti-qualitativa do tipo estudo de caso. Quanto aos instrumentos de coleta de dados, utiliza a entrevista orientada e a análise documental, categorizando as informações segundo a análise de conteúdo para posteriormente interpretá-las. Como resultado do estudo, observou-se que a sua finalidade está atendida e pelos indicadores demonstrados o processo se mostra eficaz por si só, sendo disseminado e compreendido pelos gestores e operadores como ferramenta de relacionamento com o mercado e clientes bem como de gestão. Apesar disso, restou que o potencial das informações geradas pelo sistema, como efeito residual positivo deste, não produz efeitos diretos ou ações gerenciais para a melhoria contínua da organização e dos seus processos finalísticos, sobretudo os de médio e longo prazo, seja em decorrência de fatores limitantes da arquitetura do processo e do seu indicador de controle, seja em razão de fatores limitantes inerentes aos gestores. Dessa compreensão resultam a perda de competitividade e a utilização de outras fontes de informação mais onerosas e menos eficientes, permanecendo a função primordial de cada gestor, a de tomada de decisão, submetida a resultados nem sempre favoráveis à organização. Neste contexto, concluímos que o gerenciamento do fluxo de informações do CAC proporciona informações relativas ao diagnóstico dos serviços prestados, além de indicar o posicionamento da DR frente à Empresa como um todo, podendo ser utilizado para formulação de ações táticas para tomada de decisão e para a avaliação constante da gestão e desempenho organizacional.

Made available in DSpace on 2014-12-17T14:52:49Z (GMT). No. of bitstreams: 1 AdrianaCavalcante de Farias_DISSERT.pdf: 1085710 bytes, checksum: f0d483558257ce642f9c19d33ba70b2b (MD5) Previous issue date: 2010-11-04 / This Master of Science Thesis deals with the perception of hotels managers about the factors affecting the loyalty and satisfaction of its customers. It is surveyed a group of managers attending a hotel industry meeting and the results of their responses are compared with three surveys on tourist satisfaction and loyalty factors in Natal, Brazil, including international, national and regional tourist. The main findings suggest a divergence on the managers perception and the customer significant factors affecting satisfaction surveyed, but a certain convergence on the factors affecting loyalty. The research suggest a need for a customer satisfaction and loyalty measurement system in order to contribute for the alignment of managers perception and its customers evaluations / Esta Tese investiga a percep??o dos gestores de hot?is sobre os fatores que afetam a satisfa??o e fidelidade dos clientes de hot?is. ? feita uma pesquisa com gestores de meios hospedagem e comparados os resultados com pesquisas com turistas internacionais, nacionais e regionais a Natal sobre os fatores de sua satisfa??o e fidelidade ao hotel em que se hospedaram. Os principais resultados sugerem uma diverg?ncia entre o que pensam os gerentes e os clientes sobre os fatores da satisfa??o, mas uma certa converg?ncia sobre os fatores da fidelidade. A pesquisa sugere a necessidade da exist?ncia de sistemas de medi??o permanente dos fatores da satisfa??o e fidelidade do cliente para manter um alinhamento dos gerentes ao seu mercado

Made available in DSpace on 2014-12-17T14:52:54Z (GMT). No. of bitstreams: 1 JoabMS.pdf: 1436441 bytes, checksum: b8de89f097ab89d839ac999284ae02b8 (MD5) Previous issue date: 2006-05-19 / The corporative strategies have been systematically changing since the middle of the 90?s by including measurement of satisfaction and loyalty of the consumers in their organization. strategies. This essay presents a study on the factors that influence on the satisfaction and loyalty of the consumers, and is based on national models of satisfaction rates. For this essay, the new Norwegian model was used. During the period of 01/06/03 until 02/14/03, a field research was developed and applied to 230 tourists visiting the city of Natal/RN / As estrat?gias corporativas v?m mudando desde meados da d?cada de 1990 de forma sistem?tica ao inclu?rem os fatores de medi??es da satisfa??o e da fidelidade dos consumidores em suas estrat?gias organizacionais. Tais mudan?as s?o oriundas da necessidade em aprimorar seus produtos e servi?os, de forma a maximizar a aceita??o e recompra do consumidor. Este trabalho apresenta um estudo dos fatores que influenciam a satisfa??o e a fidelidade dos consumidores, tendo como ferramenta de estudo e an?lise os modelos nacionais de ?ndices de satisfa??o. Para o presente trabalho, foi utilizado o novo modelo noruegu?s proposto. Foi desenvolvida e aplicada uma pesquisa de campo no per?odo de 06/01/03 a 14/02/03, com 230 turistas que visitaram a cidade do Natal/RN

Made available in DSpace on 2014-12-17T14:52:55Z (GMT). No. of bitstreams: 1 LeonarTB.pdf: 1379454 bytes, checksum: f5fc8da2f731c2f3e72295e5c17b8647 (MD5) Previous issue date: 2006-05-19 / This thesis shows concepts and models related to customer satisfaction measurement, focusing in detail on patients satisfaction evaluations in a policlinic sector of a hospital located in Natal RN. To reach this aim, two hundred and fifty one patients of this hospital were interviewed. The methodology approach includes a theoretical basis through a review and study of previous research on the topic, governmental initiatives and management systems which deal with excellence and need more reports concerning customers perceptions about satisfaction. Furthermore, it was included some models of nationals index about customer satisfaction. The Norwegian model was used in this thesis. The use of this approache, together with a multiple regression analysis, led to results that shows the factors which affect patients satisfaction in a policlinic sector. They are four as following: The evaluation of physician attendance; its results; simplicity of accessibility when health services are needed; and both support and tranquility given by the hospital. The study results can support researches of a conceptual model to determinate the aspects which affect the patient s satisfaction and could be a contribution to a development of a national costumer satisfaction index / Esta disserta??o demonstra conceitos e modelos relacionados ? mensura??o da satisfa??o de clientes, avan?ando em particular pela avalia??o da satisfa??o de pacientes do setor ambulatorial de um hospital localizado na cidade de Natal-RN. Para tanto, foram entrevistados 251 pacientes. A metodologia aplicada envolveu uma fundamenta??o te?rica a partir do estudo de trabalhos anteriores, da abordagem de iniciativas governamentais e da observa??o de sistemas de gest?o que buscam a excel?ncia e necessitam de informa??es a respeito da percep??o do cliente em rela??o ? satisfa??o. S?o abordados alguns ?ndices nacionais de satisfa??o de clientes, sendo aplicado o modelo noruegu?s nesta disserta??o. A utiliza??o desta modelagem, juntamente com as an?lises de regress?o m?ltipla, produziu resultados que demonstram que para os entrevistados a avalia??o do atendimento realizado pelo m?dico, os resultados da consulta, a facilidade de acesso aos servi?os de sa?de quando ? necess?rio e o apoio e a tranq?ilidade oferecidos pelo hospital s?o os aspectos que mais influenciam a satisfa??o com a institui??o. Assim, essa disserta??o contribui em estudos que busquem um modelo conceitual para a avalia??o dos fatores que afetam a satisfa??o de clientes, e que podem resultar no desenvolvimento de um ?ndice nacional de satisfa??o de clientes

Submitted by Aquinoel Neves Borges Neto (anborgesneto@yahoo.com.br) on 2018-10-04T21:34:50Z No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) / Approved for entry into archive by Tamara Oliveira (tamara.oliveira@fgv.br) on 2018-10-05T15:11:47Z (GMT) No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-10-05T17:12:54Z (GMT) No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) / Made available in DSpace on 2018-10-05T17:12:54Z (GMT). No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) Previous issue date: 2018-08-29 / Empresas tem se dedicado a compreender as etapas vivenciadas pelos seus consumidores ao longo do processo de aquisição e uso de um determinado produto ou serviço. A difusão dessa abordagem introduziu conceitos como jornada do cliente e experiência do consumidor, bem como novas metodologias, como a do Net Promoter Score (NPS). O Net Promoter Score (NPS) foi adotado por empresas de diferentes seguimentos, sendo um exemplo delas o banco Itaú Unibanco. No Brasil, o segmento bancário foi um dos pioneiros na implementação dessa metodologia nas suas pesquisas de mercado, tanto na visão relacional como na visão transacional. O desafio, portanto, continua sendo agregar esse indicador aos demais indicadores de qualidade (tais como satisfação e recomendação), e relaciona-lo com indicadores do negócio (receita, lucro, retenção). Esse trabalho tem por objetivo avaliar o impacto, em termos de NPS, das interações dos clientes com as centrais de atendimento, do banco Itaú Unibanco, do segmento pessoa física do produto cartão de crédito, no resultado da retenção. Para esse fim, foram adotados procedimentos estatísticos de teste ANOVA, teste de diferença de médias, correlações de Pearson, bem como modelos de árvore de decisão e regressão logística para avaliar, primeiramente, a percepção de distintas interações de atendimento ao cliente em termos de NPS, e o impacto do NPS das interações de atendimento anteriores no resultado da retenção de clientes. Os resultados corroboraram a ideia de diferentes percepções entre interações, em termos de NPS, e destacaram a importância das avaliações NPS anteriores das interações de Atendimento e Retenção no resultado da retenção de clientes. Adicionalmente, variáveis controle do atendimento (como tempo entre contatos, volume e resolutividade) e dos clientes (como idade, renda e tempo de relacionamento) foram incluídas nos modelos e, em algumas abordagens, foram relevantes para os resultados auferidos. Estudos futuros sobre o tema poderiam aprofundar a análise para outros bancos, bem como extrapolar o universo de interações de atendimento para a jornadas críticas do cliente bancário, avaliando o impacto das percepções ao longo da jornada de consumo nos resultados financeiros. / Companies have been dedicated to understanding the stages experienced by their consumers throughout the process of acquiring and using a product or service. The diffusion of this approach introduced concepts such as customer journey and consumer experience, as well as new methodologies such as the Net Promoter Score (NPS). Companies from different segments, such as Itaú Unibanco, adopted the Net Promoter Score (NPS). In Brazil, the banking segment was one of the pioneers in implementing this methodology in its market research, both in relational and transactional approaches. The challenge, therefore, remains to aggregate this indicator to other quality indicators (such as satisfaction and recommendation), and relates it to business indicators (revenue, profit, retention). The objective of this paper is to evaluate the impact, in terms NPS, of customer interactions with the Itaú Unibanco contact centers, of retail segment, of credit card holders, on retention results. For this purpose, statistical procedures were used such as ANOVA test, Mean Difference test, Pearson correlations, as well as decision tree analysis and logistic regression models to first, evaluate the perception of different customer service interactions in terms of NPS, and access the impact of previous customer service interactions NPS on retention results. The results corroborated the idea of different perceptions between interactions in terms of NPS and emphasized the importance of previous NPS evaluations of the Interactions of Problem Resolution and Retention in the result of customer retention. In addition, control variables (such as time, volume and resolution) and client variables (such as age, income and relationship time) were included in the models and, in some approaches, were relevant to the results obtained. Future studies on the subject could deepen the analysis for other banks, as well as extrapolate the universe of customer service interactions to critical customer bank journeys, evaluating the impact of customer interactions perceptions on financial results.

Context. Fault correction process is one of the two main activities in software evolution model. As it is very important for software maintainability, software industry especially large-scaled global companies, aim to have mature fault correction processes that detect faults and correct them in a continuous and efficient way. Considerable amount of effort is needed and some measures should be taken in order to be successful. This master thesis is mainly related with fault correction and finding possible solutions for better process. Objectives. The main aim of this study is to investigate and identify influential factors having affects over undesired fault correction outcomes. This study has three main stages: 1) to identify factors from company data that have affects over target factors, 2) to elicit influential factors from interviews and literature review, 3) to prioritize influential factors based on their significance. Based on the outcomes, giving recommendations to company and software industry is the other aim of this master thesis. Methods. This study mainly reflects the empirical research of software fault correction process and undesired outcomes of it. In this master thesis, both quantitative and qualitative data analysis were performed. Case study was conducted with Ericsson AB that data analysis was made with the archival data by using several methods including Machine Learning and Apriori. Also, surveys and semi-structured interviews were used for data collection instruments. Apart from this, literature review was performed in order to collect influential factors for fault correction process. Prioritization of the influential factors was made by using hierarchical cumulative voting. Results. Throughout the case study, quantitative data analysis, interviews and literature review was conducted and totally 45 influential factors were identified. By using these factors prioritization was performed with 26 practitioners (4 internal and 22 external) in order to find which factors are most a) significant and b) relevant in undesired fault correction outcomes. Based on the outcomes of prioritization, cause-effect diagram was drawn which includes all the important factors. Conclusions. This research showed that there are lots of factors influencing fault correction process. The practitioners mostly complained about the lack of analysis of deeply including correction of faults are not resulted the new requirements and they are not used for process improvement. Also, limited resources (such as work force, vacations and sickness), unbalanced fault correction task assignment and too much fault reports at the same time cause problems. Moreover, priorities of faults and customers affect the lead time of fault correction process as the critical faults are fixed at first. / +90 533 7698780