The purpose of quality control within internal auditing functions is to ensure that internal auditing functions add value by providing a quality service. The aim of this research project was to investigate the importance of quality control within internal auditing functions as prescribed by the standards and guidelines of the internal auditing profession. It was also attempted to determine to what extent these standards and guidelines are applied within internal auditing functions in South Africa. The study concluded that quality control is not adequately applied within all internal auditing functions in South Africa. Compliance with the internal auditing standards (implemented on 1 January 2002) should contribute to improve the situation. The internal auditors’ professional body should motivate internal auditing functions to exercise quality control according to the internal auditing standards. This will uplift the image of the internal auditing profession and ensure the future existence of internal auditing functions. / Auditing / M.Comm.

This study aimed at identifying the socio-demographic and service related factors influencing intra uterine contraceptive device (IUD) utilization among family planning clients in Addis Ababa. With a quantitative, cross sectional descriptive design approach, data was collected using structured questionnaires administered by healthcare supervisors. A total of 366 family planning clients and 35 family planning service providers were interviewed. The findings indicated that the level of education, occupation, parity and fertility plan have significant (p<0.05) association with utilization of IUD. Healthcare service provider’s knowledge and skills for provision of intra uterine contraceptive device services were low. Community members lack awareness and knowledge of the benefit and side effects of the device. Therefore, community members need education to promote adherence and effective use of IUD. Similarly, healthcare service providers need skill training and education to ensure quality provision of IUD service / Health Studies / M.A. (Public Health)

A quantitative, descriptive, explorative survey was conducted to explore and describe factors contributing to underutilisation of HIV testing services among tuberculosis patients and clients in Malawi. Sampled were 282 participants attending an outpatient clinic. A self administered questionnaire was used. The findings revealed that 80.5% of the respondents perceived themselves susceptible to HIV infection, 55% believed there were negative consequences of HIV Testing and Counselling (HTC), 87.6% perceived HTC had benefits, most of the respondents (76.8%) mentioned the benefit of knowing the HIV status helping one to plan life, 65% believed in themselves, that they could accept and undergo HIV testing with ease. The study recommends that all HTC providers be thoroughly trained in knowledge and skills to offer services with confidentiality and avoid stigma and discrimination of those found HIV positive. The importance and benefits of HTC should be emphasised in all behaviour communication messages / Health Studies / M.A. (Public Health)

D'après sa déjà longue carrière professionnelle, l'auteur s'interrogea sur le sens du management de la connaissance dans les entreprises de services informatiques où on avait traditionnellement tendance à appréhender les connaissances plutôt comme des objets au lieu de les penser en termes de processus. Au travers de trois expériences successives de recherche-intervention - à la tête d'une software house, orientant un éditeur de logiciel ou dirigeant un centre de services partagés - l'auteur a démontré qu'en privilégiant le knowing sur le knowledge, ainsi que son articulation avec les processus stratégiques et organisationnels, il est possible de donner un contenu au KBV (Knowledge-Based View) dans le secteur des sociétés de services informatiques.En effet, la première de ces expériences montrait qu'en articulant la stratégie et les processus organisationnels d'Eurociber de façon adéquate le partage de la connaissance contribuait pour un vrai contenu du KBV tandis que lors de la deuxième expérience - chez I2S - ce contenu se concrétisait par la coproduction en étroite interaction avec les clients. Finalement, au CA Serviços on a reconnu l'importance de la création de connaissance comme un outil pour le changement stratégique étant donné le besoin fondamental de générer des connaissances sur les interfaces requises par le développement d'une nouvelle vision partagée.

Le taux élevé de rotation et recrutement, la complexité du travail et le manque de formation professionelles a augmenté la demande de la formation d'intégration professionnelle pour Représentatives des Services Clients (RSC). La question est: ‘comment est-ce-que les professionnels des centres d'appels déterminent la valeur de la formation d'intégration professionnelle des RSC. Les centres d'appels peuvent être divisés en deux groupes «In-House» et «Subcontractor» à propos la propriété. L'objectif de cette étude est d'étudier la différence dans l'évaluation de la formation d'intégration professionnelle des RSC entre ces deux groupes. «Le modèle de Kirkpatrick» de l'évaluation de formation a été utilisé avec le 5ème niveau de rentabilité de l'investissement. Ensuite, nous avons identifier les groupes de parties prenantes les plus importantes qui peuvent bénéficier d'information de l'évaluation concernant à chaque niveau de «TKM». Les données qualitatives ont été recueillies par 15 entretiens avec des groupes des professionnels de 13 centres d'appels aux Pakistan. Les données quantitatives ont été recueillies des 203 professionnels des 90 centres d'appels du Lahore, Karachi et Islamabad. Sauf pour «Réaction», il n'y avait aucune différence dans les pratiques d'évaluation des centres d'appels ‘In-House' et ‘Subcontractors.' En outre, «taille» de centre d'appels et la «durée» de la formation d'intégration professionnelle a eu un effet significatif sur la différence dans les pratiques d'évaluation. En plus, les données d'évaluation est important pour tous les groupes d'intervenants internes. / Higher turnover, increased recruitment, job complexity and lack of vocational training for call center agents has increased the demand of entry level professional training of call center agents. The question is that how call center professionals determine the value of entry level professional training of call center agents. Call centers can be divided in two groups ‘In-House' and ‘Subcontractor' with respect to the ownership. The objective of this study is to investigate the difference in evaluation of entry level professional training of call center agents among these two groups of call centers. ‘The Kirkpatrick Model' of training evaluation was used to study these differences with addition of 5th level return on investment. Further, we identified stakeholder groups inside call centers. Then we attempted to identify the most important stakeholder groups who may benefit from evaluation information obtained at each level of ‘TKM' model. Data was collected from call centers inside Pakistan by using a mixed methods approach for data collection. Qualitative data was collected through 15 group interviews which were conducted with professionals of 13 call centers inside Pakistan. Quantitative data was collected from almost 203 call center professionals of 90 call centers from three cities Lahore, Karachi and Islamabad. We found that except for first level ‘Reaction' there was no difference in evaluation practices of in-house and subcontractor call centers. Moreover, ‘size' of call center and ‘duration' of entry level professional training had a significant effect on the difference in evaluation practices.

This diploma thesis deals with clients suffering from mental and sense disease staying in hospices in the Czech Republic. The first chapter is aimed to the history and the present of hospice and palliative care. The second chapter presents specifics of communication and approach to the clients with mental and sense disease. The third chapter deals with professional qualification of the staff working in hospices with such clients. The fourth chapter is aimed to satisfying of existence and existential needs of clients with mental and sense disease. This chapter also indicates some differences in the ways of satisfying these needs in relation to other dying people. The last part of this diploma thesis presents research project which deals with mapping of experiences of hospice staff with clients with mental and sense disease. The research also identifies the specificity of care provided to these clients and describes how the existence and existential needs of these clients are satisfied. It tries to understand how the hospice workers are given their professional competence. Qualitative type of research was used for the project; quantitative part includes semistructured dialogues and group discussion. The research part is based on analysis of seven dialogues and three group discussions with hospice...

This study aimed at identifying the socio-demographic and service related factors influencing intra uterine contraceptive device (IUD) utilization among family planning clients in Addis Ababa. With a quantitative, cross sectional descriptive design approach, data was collected using structured questionnaires administered by healthcare supervisors. A total of 366 family planning clients and 35 family planning service providers were interviewed. The findings indicated that the level of education, occupation, parity and fertility plan have significant (p<0.05) association with utilization of IUD. Healthcare service provider’s knowledge and skills for provision of intra uterine contraceptive device services were low. Community members lack awareness and knowledge of the benefit and side effects of the device. Therefore, community members need education to promote adherence and effective use of IUD. Similarly, healthcare service providers need skill training and education to ensure quality provision of IUD service / Health Studies / M.A. (Public Health)

Les travaux de cette thèse s’intéressent à l’exploration de la multiplicité des solutions de clustering. Le but est de proposer aux experts marketing un outil interactif d’exploration des données clients qui considère les préférences des experts sur l’espace des attributs. Nous donnons d’abord la définition d’un système de clustering exploratoire. Nous proposons ensuite une nouvelle méthode de clustering semi-supervisée qui considère des préférences quantitatives de l’utilisateur sur les attributs d’analyse et qui gère la sensibilité à ces préférences. Notre méthode tire profit de l’apprentissage de métrique pour trouver une solution de compromis entre la structure des données et les préférences de l’expert. Enfin, nous proposons un prototype de clustering exploratoire pour la segmentation des données de la relation client intégrant la nouvelle méthode de clustering proposée, mais aussi des fonctionnalités de visualisation et d’aide à l’interprétation de résultats permettant de réaliser un processus complet de clustering exploratoire. / The research work presented in this thesis focuses on the exploration of the multiplicity of clustering solutions. The goal is to provide to marketing experts an interactive tool for exploring customer data that considers expert preferences on the space of attributes. We first give the definition of an exploratory clustering system. Then, we propose a new semi-supervised clustering method that considers user’s quantitative preferences on the analysis attributes and manages the sensitivity to these preferences. Our method takes advantage of metric learning to find a compromise solution that is both well adapted to the data structure and consistent with the expert’s preferences. Finally, we propose a prototype of exploratory clustering for customer relationship data segmentation that integrates the proposed method. The prototype also integrates visual and interaction components essential for the implementation of the exploratory clustering process.

Ziel: Nach einem Jahr dialektisch-behavioral orientierter Behandlung von Borderline Patienten im ambulanten Setting werden verschiedene Wirksamkeitskriterien und Therapieprozessvariablen, wie die Qualität der Therapieallianz aus Patientenperspektive untersucht. Methode: In einer naturalistischen Studie absolvierten 47 Borderline-Patienten eine DBT-orientierte Behandlung. Das Therapieergebnis wurde mittels indirekten und direkten Veränderungsmaßen, wie Patientenziele erfasst. Prozessvariablen wurden qualitativ mittels halbstrukturierter Interviews nach einem Jahr Therapie untersucht, wobei 28 Interviews in die Analyse einflossen. Speziell die Therapiebeziehung wurde zusätzlich quantitativ mit Hilfe des Working-Alliance-Inventory erfasst, welcher nach jeder Therapiesitzung erhoben wurde. Quantitative wie qualitative Analysen wurden integriert. Ergebnisse: Die meisten Patienten zeigten im Behandlungsverlauf Fortschritte innerhalb direkt, wie auch indirekt erhobener Therapieerfolgsmaße. Die Therapieallianz steht dabei in positivem Zusammenhang mit der Therapiezielerreichung und einigen BPS-relevanten Symptomen, nicht jedoch mit Reduktion von Selbstverletzung/Suizidalität. Die qualitativen Analysen der retrospektiv erlebten Wirkfaktoren zeigen hilfreiche und weniger hilfreiche Aspekte im Therapieverlauf, wobei Beziehungsfaktoren und Therapeutenvariablen durch die Patienten als besonders wichtig bewertet werden. Schlussfolgerung: Aus Patientenperspektive wird die Bedeutung der Therapieallianz hervorgehoben, die mit der Erreichung individuell definierter Therapieziele und der Reduktion einiger borderline-typischer Symptome in Verbindung steht. Die Therapieallianz wird aus Patientenperspektive vor allem durch therapeutische “Soft Skills”, wie Empathie, Selbstoffenbarung und Verständnis geformt. Darüber hinaus wird die Fähigkeit des Therapeuten, sich auf die Bedürfnisse des Patienten einzulassen und verschiedene DBT-spezifische Fertigkeiten vermitteln zu können betont. / Objective: To investigate the patient`s perspective about the key mechanisms of change, especially the quality of the therapeutic alliance and to analyse different criteria of outcomes in the first year of out-patient dialectical behavioral therapy. Method: Participants were 47 outpatients diagnosed with BPD, who enrolled in a naturalistic trial of DBT. Severity of symptoms were assessed at intake and one year after beginning of treatment. Direct and indirect methods of measurement were used, for example individual goals from patients perspective. Alliance was assessed with the Working-Alliance-Inventory for patient´s perspective for every session and in addition with a qualitative interview after one year for 28 persons of the sample. Furthermore the interview includes all more or less helpful aspects of the process of psychotherapy. The research integrates quantitative and qualitative methods. Results: Patients showed positive changes over the course of treatment measured with direct and indirect methods. Results indicate an association between alliance and some BPD symptoms and achievement of individual goals but not self-injurious acts or suicide attempt. The qualitative analysis supports differentiation between helpful and unhelpful aspects of the key mechanisms of change from patients perspective. In the client’s view, the strongest categories comprised relationship factors and therapist variables. Conclusions: Results emphasize the importance of a strong therapeutic alliance in the treatment of patients with BPD from patients perspective, but not consistently for the assessed outcomes. The alliance was experienced and formed mainly by the therapist’s “soft skills” such as empathy, self-disclosure and understanding. The therapist’s ability to attune to the client’s needs implied the use of a wide range of DBT-specific skills.

Cross-border information technology (IT) outsourcing continues to rise due to the demand for business process outsourcing. Issues such as miscommunication and management problems have emerged because of cross-cultural disparities between clients and vendors across national borders. The theoretical framework of this study was based on the organizational culture model studies of Meek, Spradley, Smith, and Draft for examining and understanding complex organizational practices. The purpose of this mixed-methods explanatory sequential case study was to qualitatively identify and quantitatively determine the management approaches that are effective in managing cross-cultural differences and the constitution of the elements of global adjustment, motivation, mindset, and communication patterns involving outsourcing business leaders in the United States. Ten IT leaders participated in-depth face-to-face interviews, while 120 IT outsourced service providers from the United Kingdom, Canada, Singapore, and India completed the survey. Pearson's correlation analysis was performed on quantitative survey data. Qualitative data from interviews were organized, coded, and the results generated 6 themes. The themes included no management issues in the current processes, a lack of formal management approaches to resolve cross-cultural issues, an intent to provide a strong management partnership platform, and a positive relationship between approaches. Quantitative results showed that formal management approaches positively correlated with global adjustment, motivation, mindset, and communication pattern. Results could be socially significant to IT business leaders, as these results will equip them with knowledge of effective practices and management approaches to address cultural diversity issues, programs, and policies in the industry.