Dans un contexte où le rôle de l’entreprise en matière de pauvreté est de plus en plus questionné, ce travail de recherche explore la manière dont les grandes entreprises traitent leurs clients pauvres en France. Sur le plan théorique, cette thèse articule principalement la théorie néo-institutionnelle, afin de comprendre les modalités d’action des entreprises, avec la théorie des capacités d’Amartya Sen pour cerner les contours de la pauvreté. Sur un plan empirique, ce travail s’est déroulé dans le cadre d’une CIFRE (Convention Industrielle de Formation par la Recherche) au sein du cabinet de conseil BearingPoint. Via une recherche qualitative qui nous a amené à étudier les dispositifs mis en place par huit grandes entreprises à l’égard de leurs clients pauvres, nous obtenons trois résultats principaux. Premièrement, nous identifions cinq modes de traitement qui diffèrent selon leur impact sur l’autonomisation des clients pauvres. Deuxièmement, nous montrons que les modes de traitement particulièrement adaptés à la réduction de la pauvreté sont liés soit à l’intervention publique – réglementation ou contrat de service public –, soit à une culture d’entreprise marquée par un fort degré de préoccupation à l’endroit des plus démunis. Troisièmement, enfin, nous proposons un ensemble d’éléments clés susceptibles d’améliorer le traitement réservé aux clients pauvres. Pour cela, nous nous adressons aux entreprises ainsi qu’au régulateur qui sont, sans conteste, les deux acteurs les mieux à même de corriger les écueils identifiés. / As the role of companies in addressing poverty is increasingly highlighted, this thesis focuses on how large companies in France serve poor customers. On a theoretical level, this work builds on neo-institutional theory to understand the practices of companies on the one hand, and draws on Amartya Sen’s concept of capabilities to comprehend poverty’s dimensions on the other hand. On a practical level, this research has been conducted as part of a CIFRE (university-industry partnership) sponsored by the consulting firm BearingPoint. Our research has primarily been informed by qualitative research on the practices of eight large corporations in France. Three main results emerged. First, we identified five ways in which companies deal with poor customers according to their impact on customers’ empowerment. Second, we demonstrated that the approaches that seemed most effective in alleviating poverty are either linked to state intervention – through regulation or public service contracts– or linked to cases where values of solidarity are strongly embedded in the corporate culture. Third and finally, we present a number of key elements that could help improve customer service to vulnerable populations. To that effect, we are directing our message to companies and policy makers, both of which are undoubtedly in the best position to address obstacles we have identified.

Submitted by Cássia Santos (cassia.bcufg@gmail.com) on 2016-08-09T15:19:07Z No. of bitstreams: 2 Dissertação - Geronimo CArlos de Meira Detoni - 2013.pdf: 2178811 bytes, checksum: 38c96596d85db8bf692e4715f8dc4f4f (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2016-08-10T12:12:58Z (GMT) No. of bitstreams: 2 Dissertação - Geronimo CArlos de Meira Detoni - 2013.pdf: 2178811 bytes, checksum: 38c96596d85db8bf692e4715f8dc4f4f (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2016-08-10T12:12:58Z (GMT). No. of bitstreams: 2 Dissertação - Geronimo CArlos de Meira Detoni - 2013.pdf: 2178811 bytes, checksum: 38c96596d85db8bf692e4715f8dc4f4f (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2013-09-02 / The unbundling of the Brazilian electric sector in 2004 significantly impacted the sale of power in the country. Since then, a number of measures were progressively implemented, making the market for buying and selling energy competitive and challenging. The generation companies and energy traders had to adapt to new market segmentation, while seeking to retain old customers and attract new contracts. In this context, Eletrobras Eletronorte, a public energy generation and transmission company, defined excellence in management as its strategy by aligning its processes to MEG and to have continuous participation in the PNQ, which evaluates and ranks the best companies in Brazil. The company's relationship with customers and the market is made by means of the criterion "Customers". In the energy market, this criterion expresses the degree of excellence of the marketing process. It is therefore hoped that its score is supposed to represent the measure of success in the pursuit of customer retention and maintenance of the organization. Starting from the historic score obtained by the company in editions of PNQ to the criterion "Customers", the results of satisfaction surveys of the area and financial results recorded during the study period, this work intends to evaluate the impact of having MEG used in the process of commercialization of Eletrobras Eletronorte, considering that the organization was the winner of “World Class” prize from FNQ. / A desverticalização do setor elétrico brasileiro em 2004 impactou a comercialização de energia no país de maneira significativa. Desde então, uma série de medidas foi implementada progressivamente, tornando o mercado de compra e venda de energia competitivo e desafiador. Fez-se necessário que as geradoras e comercializadoras de energia se adaptassem a uma nova segmentação do mercado, buscando ao mesmo tempo a retenção dos clientes antigos e a captação de novos contratos. Nesse contexto, a Eletrobras Eletronorte, empresa pública de geração e transmissão de energia, definiu como estratégia a excelência na gestão, por meio do alinhamento de seus processos ao MEG e da contínua participação no PNQ, que avalia e classifica as melhores empresas do país. A relação da empresa com clientes e mercado é feita por meio do critério “Clientes”. No mercado de energia, esse critério expressa o grau de excelência do processo de comercialização. Espera-se, portanto que sua pontuação represente a medida do sucesso na busca da retenção e manutenção dos clientes da organização. Partindo do histórico da pontuação obtida pela empresa nas edições do PNQ para o critério “Clientes”, dos resultados das pesquisas de satisfação internas da área e dos resultados econômico-financeiros verificados no período do estudo, este trabalho pretende avaliar o impacto da utilização do MEG no processo de Comercialização da Eletrobras Eletronorte, haja vista o cenário de obtenção, pela organização, do prêmio “Classe Mundial” conferido pela FNQ.

Prevention, social work, and community awareness programs have not led to the successful reduction of opioid overdose deaths nationwide, and particularly in Ohio. This study explored social work perspectives about trauma-€informed care (TIC) for persons with opioid use disorder in Ohio. The research questions for this study examined how social workers in Ohio implemented TIC when providing outpatient treatment to opioid users and what challenges they faced when providing TIC. Using an action research methodology, data were collected through individual semistructured interviews with 5 social work professionals, selected through purposive sampling based on experience in the field of substance use in Ohio and the use of TIC. Contemporary trauma theory and TIC were chosen to frame the research project. Three themes emerged through thematic analysis of the data: appreciation for trauma-€informed opioid use disorder treatment, organizational and professional challenges to the use of trauma-€informed opioid use disorder treatment, and environmental barriers to successful trauma-€informed outpatient opioid use disorder programming. The study aligned with the social work core values of competence and principles of harm reduction. The findings from the study might bring about social change by igniting dialogue among treatment providers about how TIC interventions could support integrated treatment and holistic approaches to combatting opioid addiction in Ohio.

Background: In Sweden, as well as in most Western countries, sickness absence is a major public health problem that has increased in recent years. This is a complex phenomenon related not only to ill health factors, but also to other factors on the levels of the individual, the family, the workplace, and the society. Most studies of sickness absence are cross sectional, which makes it difficult to investigate aetiological factors. A longitudinal study design is preferable, because sick-leave spells can have a long duration and are often due to chronic or recurrent disorders. Objectives: The aim of the present research was to conduct a pilot study to gain further information about factors associated with sickness absence and disability pension, perceptions of contacts with rehabilitation professionals, and self-rated health over time among younger persons initially on sick leave with low-back, neck, or shoulder diagnoses. Material and methods: An eleven-year prospective cohort study of all individuals who, in 1985, were aged 25–34 years, lived in the municipality of Linköping, Sweden, and had a sick-leave spell ≥ 28 days with low-back, neck, or shoulder diagnoses (n = 213, 61% women). The following information was obtained from registers: number of sick-leave days and spells in 1982–1984; diagnosis and demographical data in 1985 (age, sex, occupation, citizenship, marital status, and income); data on each sick-leave period (date, full/part time), disability pension (date, diagnoses, temporary/permanent, full/part time); emigration (date), and death (date, cause) from 1985 to 1 September 1996. In 1996, a questionnaire was sent to members of the cohort (response rate 73%). Different measures were used to analyse sickness absence and disability pension over the eleven-year period, possible risk factors for disability pension were tested by Cox regression, and possible factors predicting future low levels of sickness absence were tested by logistic regression. Based on the questionnaire perceptions of encounters with rehabilitation professionals were analysed with factor analyses and linear regression, and the so called health-line (a method to collect data on self-rated health over time) was tested, and the results were compared with data on sickness absence and disability ension. Results: The members of the cohort turned out to be a high-risk group for disability pension. After 11 years, 26% of the women and 14% of the men had been granted such benefits, mainly due to musculoskeletal diagnoses, but also with psychiatric diagnoses for half of the men and 17% of the women. Full-time pension was granted more often to men than to women. The women had higher levels of sickness absence. An extended Cox regression model proved suitable for prediction of disability pension. Taking citizenship and long-term sickness absence into consideration, the women had a 1.9 times higher risk of being granted disability pension than the men. Predictors for future low levels of sickness absence were a history of low sickness absence, having a white-collar job, and being married. These associations were not discerned when a pathogenic approach was used, which implies that factors other than the opposite risk factor for disability pension are associated with future low sickness absence. Three dimensions of the individuals’ contacts with professionals were identified: supportive treatment, distant treatment, and empowering treatment. Women perceived both social insurance officers and health care professionals as more supportive than the men did. Contact with social insurance officers was experienced as more supportive and empowering by persons on disability pension than by those not receiving such benefits. Data collected using the health-line (i.e., self-rated health from 1985 to 1995) was correlated with data on annual mean number of sick-leave days and days on disability pension. No tendency to recall bias was noted. Conclusions: Additional research is needed to elucidate the situation of women on sick leave with low-back, neck, and shoulder diagnoses. Further testing and practical application of statistical and epidemiological models for analysing sickness absence and disability pension data should be carried out to ascertain the validity and usefulness of such models. / On the day of the public defence the status of the article I was: Submitted; article III was: Accepted; article IV was: Submitted and article V was: In press.

Background: The Social Insurance is part of the Swedish welfare system that is intended to create economic security for citizens in the event of unemployment, sickness, functional disability, and old age. The Swedish sickness‐benefit insurance is based on the standard insurance principle meaning that sickness benefits are related to level of lost income. The increasing number of sick listed people and people with disability pension (DPs) in Sweden may lead to marginalisation of individuals as they are not part of the labour market. The government has decided that the number of sick‐listed people should be halved by 2008, which means a tougher judgment of the applications for sick leave compensation. To be qualified for sickness benefit the disease has to impair the work ability in relation to the specific demands of the work of that person. The evaluation of the work ability in a percentage is an important element with regard to the policy on disability. The social insurance officers (SIOs) who are assessing the work ability are dependent on judgments from the physicians as expertise, and the guidelines in the social insurance act. The eligibility criteria for DP and the process of dealing with applications for DP is scarcely studied. Objectives: The overall aim of the thesis was to explore demographic and health differences between those, who were granted and those, who were not granted disability pension. The second aim was to study how the process from applications to decisions on disability pensions were executed and perceived by the social insurance offices and to elucidate their working conditions during the decision process. Material and methods: The first two studies explored differences between those granted DP and those not granted DP. Study I was a register‐based retrospective case‐control study carried out in the area of a county in Sweden. The cases were all individuals rejected a full disability pension 1999‐2000, in all 99 cases. Controls were every tenth person who was granted a full DP during the same period, 198 controls. Determinants were recorded from the Social Insurance (SI). In study II demographic data and medical diagnoses were obtained from the SI records. Data concerning self‐reported health, HRQoL, social networks and use of health care were collected by a postal questionnaire. The study objects were the same as in study I. In study III and IV indepth interviews were carried through to study the social insurance officers’ perspective on the process from application to decision on disabilitypensions as well as their experiences of prerequisites and hindrances in their work with DP applications. The transcribed data were analysed by an inductive content analysis. Results: Unemployment, living in the main municipality and age below 50 years were determinants for rejection of DP. Medical status as described in the Social Insurance records had less association with the outcome. There are variations in praxis of rejection of applicants between social insurance boards in different geographical areas due to other reasons than medical. The nDP group had more often multiple diagnoses, and lower self‐reported health and HRQoL compared to those granted DP. Those not granted DP also had significantly smaller social networks. The SIOs perceived that they had to make rapid decisions within a limited time frame, based on limited information, mainly on the basis of incomplete medical certificates, and with no firm criteria for the regulations on the individual case level. Communication among the various authorities as employment offices and social services suffered from lack of common goaldirected strategy. In study IV the SIOs described their working conditions when executing the applications for DP. The SIOs perceived recurrent changes in rules and regulations as frustrating as they at the same time had to face the client. The large number of clients prevented them from being able to offer clients activities and support them in the way they were supposed to do. The SIOs powerful position and how their discretion was implemented made them feel responsible for performing their work well. SIOs are to be considered as typical street‐level bureaucrats as they have to perform their work between the policy, rules and clients. Conclusions: The individuals had an increased risk to be rejected DP if they were younger than 50 years, unemployed, and lived in the main city. No evident differences in medical diagnoses were found between the groups. The results indicate that there may be other reasons than medical in praxis. Contrary to expectations, those not granted DP do not seem to have better health, but rather to suffer from more sickness than those, who were granted DP. Unemployment leads to inability to qualify for compensation and benefits that are associated with participation on the labour market. The group not granted disability pension appears to be a disadvantaged group in need for a co‐ordination between different parts of the social welfare system. The different perspectives were perceived as obvious obstacles in the communication between professionals in the welfare system as they had other goals and demands. Clients, that have comprehensive problems and are in need of coordinated measures from many authorities to get entrance to the labour market still suffer from lack of coordination. One question is how the different public officers use their discretion when handling clients and how the cooperation can be improved. / The electronic version of the printed dissertation is a corrected version.

Le régime d'examen des plaintes en matière de services de santé et de services sociaux au Québec présente un mécanisme qui allie la participation publique, le respect des droits des usagers et l'amélioration de la qualité des services. En 2005, des changements apportés à la Loi sur les services de santé et les services sociaux sont venus modifier la fonction des commissaires aux plaintes et à la qualité des services ainsi que leur positionnement au sein des organisations. Ces changements avaient notamment pour but d'assurer l'indépendance de ces derniers et de favoriser la crédibilité du régime. En raison du caractère récent de ces changements, la littérature ne nous fournit pas de précisions quant à leurs impacts sur l'exercice de cette fonction. L'objectif général de cette recherche porte sur la compréhension du rôle des commissaires locaux aux plaintes et à la qualité des services au travers des enjeux communicationnels et organisationnels qui ont une influence sur l'exercice de leur travail au quotidien, notamment en interrogeant les relations interpersonnelles des commissaires en milieu de travail et en saisissant mieux les enjeux de rôles et de statuts dans les environnements organisationnels. Afin de mieux comprendre les changements qui s'opèrent dans cette fonction, nous avons traduit notre conception de la problématique en considérant quelques concepts-clés, soit les contextes, les relations interpersonnelles et les réseaux sociaux, l'organisation du travail, le pouvoir ainsi que les rôles et statuts. La stratégie de recherche retenue a été de procéder à des entretiens individuels jumelés à un court questionnaire auto-administré auprès de neuf commissaires oeuvrant dans des organisations de première ligne. Une exploration organisationnelle a également été effectuée dans un milieu et où six-acteurs clés ont été rencontrés lors d'entretiens individuels. Notre démarche de cueillette de données a été complétée par un groupe de validation composé de six commissaires oeuvrant dans différents milieux. Les résultats de cette recherche nous ont permis de cerner trois catégories d'éléments ayant une influence sur l'exercice de la fonction des CLPQS, soit les contextes, les relations interpersonnelles et les éléments personnels inhérents au rôle. Cette recherche aura par ailleurs permis de mettre en évidence la complexité de la relation entre les commissaires et les directeurs généraux. L'exploration de relations interpersonnelles aura également contribuée à faire ressortir des aspects de bien-être, de sens du travail et de reconnaissance. ______________________________________________________________________________ MOTS-CLÉS DE L’AUTEUR : Loi 83, Rôle, Pouvoir, Relation interpersonnelle, Communication organisationnelle.

Syfte: Syftet med detta examensarbete är att förklara vad som är den främst avgörande faktorn vid privatkundens val av marginalbank, genom att jämföra med demografiska variabler samt hur deras val kan användas vid segmentering. Dessutom vill vi titta på vilka typer av banker privatkunder har. Metod: För att nå fram till resultat för analysen har ett positivistiskt angreppssätt och en deduktiv ansats använts. Det empiriska materialet är baserat på en enkätundersökning gjord på personer i Hässleholm och Ängelholm. Datainsamlingen har sedan analyserats med hjälp av korstabeller. Teoretiskt perspektiv: Studien utgår ifrån tidigare forskning inom området som har använts för att kunna upptäcka faktorer som kan förklara vårt syfte. Resultat:  Analysen visade att vid val av marginalbanker värdesätts faktorer så som bra pris på varor i butik samt bonuscheckar. Vad som också framkom är att vid segmentering av kunder bör bankerna, enligt reslutat från denna uppsats, använda sig av differentierad marknadsföring vid segmentering av kunder. / Purpose: The aim of this study is to explain what the cardinal factor is when clients choose their marginbank by comparing demographic variables and how their choice can be used in segmentation. Method: To reach results for the analysis a positivistic approach and a deductive projection have been used. The research is based on a survey studying people in Hässleholm and Ängelholm. The collected data has been analyzed using crosstabs. Theoretical perspective: This study is based on previous research within the area that have been used to identify factors that can explain the aim of this research. Conclusion: The analysis resulted in a conclusion showing that when private clients choose their margin bank great offers and bonuschecks matters. It also showed that banks, based on this paper, should use differentiated marketing when segmenting their customers.

Ces dernières années, la conception de produit vise de plus en plus à remettre le client aucentre du processus de développement. De nouvelles méthodes et outils ont permis de formaliser nonseulement l'identification des besoins et des attentes du client mais également leur transformation enexigences. Cependant, malgré les progrès récemment apparus dans ce domaine, la notion de valeurperçue par le client qui est associée au produit reste faiblement considérée durant le développement duproduit alors que la perception de cette valeur par le client va jouer un rôle clé au moment du choix duproduit.Dans cette thèse, nous proposons une approche normative visant l'intégration de la notion devaleur du produit dans le processus d'établissement des exigences. Un état de l'art présente lesconcepts et les pratiques impliqués dans le déploiement de la fonction de qualité, étroitement liée auprocessus de spécification des exigences basé sur la valeur. Ces concepts sont relatifs aux notionsd'objectifs, de modèles de la valeur, de fonctions d'utilité multi attributs et de hiérarchie et de réseauxd'objectifs.Notre approche se déroule en 4 étapes : (1) identifier et structurer les objectifs à partir del'expression des attentes du client, (2) spécifier les attributs de la valeur perçue par le client etconstruire un modèle de la valeur client, (3) transformer les objectifs en exigences pour construire unmodèle global de la valeur produit et (4) dériver ce modèle global en un modèle de la valeur pourchaque composant du produit. Cette approche permet ainsi de prendre en compte explicitement lavaleur produit perçue par le client en l'intégrant dans les phases de développement, ce qui favorise uneconception proactive dirigée par la valeur.Nous l'illustrons sur un exemple d'avion de ligne développé en Vanguard Studio. Cet exemplea été élaboré par l'ensemble des partenaires au cours du projet Européen IST CRESCENDO et sert decas-test pour ce projet

Information and communication technologies (ICT) are having a rapid and increasing impact on all K-12 schools as school districts attempt, in a myriad of ways, to keep pace with the technological changes taking place in society. Unfortunately, this impact is increasingly a financial one as financial challenges continue to figure among the most extensive barriers to ICT use (Plante & Beattie, 2004). This research explores ICT options that are cost effective to our educational institutions and our communities while maintaining high functioning and sustainable technology for students and educators. Low-cost alternative technologies such as Free/Libre Open Source Software (FLOSS) and cloud computing lessen the socio-economic divide between students, encourage the sharing of technological advancements and collaboration and allow teachers to freely and legally give their students access to software necessary for success. In addition to the potential benefits of this technology’s use in an educational setting, this research also addresses the pragmatic aspects of introducing these tools district-wide. Complexity theory is utilized to lend an understanding of how to look at technological changes within the context of society as a whole, within enabling constraints that create the conditions for the emergence of new patterns of teacher, student, task and content interactions. This complexity frame informs themes in the study such as: (1) the importance of forward-thinking technology from recursive feedback loops on decision-making and planning in order to “keep up” with technological changes outside of school, (2) the critical impact educational leaders have on the change environment when both introducing these technologies into a school district and providing enabling conditions so that new ways of teaching and learning with technology can emerge and (3) the effect changing technological systems and support infrastructures have on enabling new teaching and learning processes. / Graduate / 0710 / 0524 / 0533 / katyconnelly@gmail.com

Atspindėdama sveikatos apsaugos sistemos pokyčius, vaistinių praktika vis daugiau fokusuojama į individualius paciento poreikius – siekiant teikti kokybišką farmacinę paslaugą pacientas ir jo poreikiai atsiduria vaistininko dėmesio centre. Nors farmacinė paslauga yra reglamentuojama Lietuvos Respublikos Farmacijos įstatymu, Geros vaistinių praktikos nuostatomis ir kitais teisės aktais, Lietuvos ir kitų šalių praktika rodo, kad ne visada šių nuostatų pavyksta laikytis, be to, šių teisės aktų nuostatomis nėra reglamentuojama, kaip turėtų būti garantuojamas klientų individualių poreikių ir lūkesčių tenkinimas vaistinėse. Suprantant pacientų lūkesčius ir žinant, kiek tuos lūkesčius įstaiga sugeba įgyvendinti, galima gerinti farmacinės paslaugos kokybę ir, tuo pačiu, didinti klientų pasitenkinimą bei jų lojalumą vaistinei. Šio darbo tikslas yra parengti vaistinės klientų lūkesčių bei poreikių identifikavimo metodologines gaires, kurios galėtų būti naudojamos identifikuojant farmacinės paslaugos teikimo rizikos veiksnius bei pasirenkant farmacinės veiklos optimizavimo galimybes. Tikslą pasiekti buvo parengtas integralus tyrimo modelis, kurio struktūros pagrindas yra farmacinės paslaugos poreikių bei lūkesčių identifikavimas Lietuvos ir Europos Sąjungos sveikatos politikos gairių bei žmogaus motyvacijos dėsningumų aspektu. Remiantis šiuo modeliu buvo parengti lūkesčių vertinimo įrankiai – klausimynai vaistinės klientams bei personalui. Tyrimo rezultatai atskleidė, kad... [toliau žr. visą tekstą] / Reflecting the changes in the health care system, pharmaceutical practice is getting more and more focused on the individual needs of the patient - providing quality pharmaceutical services to patients and meeting their individual needs come to the spotlight of pharmacists. Even though pharmaceutical service is regulated by the laws of Republic of Lithuania, Good pharmacy practice and other laws, the practice of Lithuania and other countries shows that it is not always easy to follow all these legislations. In addition, these statutory provisions do not regulate how meeting individual needs and expectations of customers should be met. Understanding the expectations of clients and knowing how the institution is able to implement these expectations is essential while improving the quality of pharmaceutical services and while increasing customers’ satisfaction and loyalty to the pharmacy. The aim of this study is to develop methodological guidelines of pharmacy customers’ expectations and needs, which could be used for the identification of pharmaceutical service risk factors and optimization opportunities. To achieve the goal of the study an integral model was created: the structure of the model is based on the identification of pharmaceutical service needs and expectations in Lithuanian and European Union health policy guidelines and patterns of human motivation perspective, was created. Based on this model an assessment tool for expectations was created - questionnaires for... [to full text]