Darbo objektas – seniūnijų darbuotojų teikiamos konsultavimo paslaugos. Darbo tikslas – įvertinti seniūnijų darbuotojų teikiamų konsultavimo paslaugų kokybės analizę. Iškeltam tikslui pasiekti keliami šie uždaviniai: • Pateikti teoriją apie Lietuvos vietos savivaldos teorinius aspektus; • Išnagrinėti Lietuvos seniūnijų ir seniūnų veiklos teisinį reglamentavimą; • Išanalizuoti konsultavimo paslaugų kokybės koncepciją; • Atlikti Tauragės rajono savivaldybės administracijos seniūnijų darbuotojų teikiamų konsultavimo paslaugų kokybės tyrimą; • Parengti seniūnijų darbuotojų konsultavimo paslaugų teikimui tobulinimo modelį. Šiems uždaviniams spręsti buvo naudojami šie darbo metodai: literatūros šaltinių loginė analizė ir sintezė, indukcija ir dedukcija, grafinis vaizdavimas, anketinė apklausa, seniūnijų veiklos 2003-2008 m. ataskaitų analizė, Lietuvos Respublikos įstatymai ir apibendrinimo metodas. Tyrimo laikotarpis – 2003–2008 metai. / Research object - render consulting services of elderships workers. Research aim - assess the analysis quality of elderships workers rendering consulting services assay. Seeking the purpose, the tasks are: • Give theory about Lithuania self-government theoretical aspects; • Research the juridical regulation of Lithuania elderships and mayors activity; • Analyze the conception quality of consulting services; • Do the elderships workers consulting services quality research of Tauragė district municipality administration; • Prepare the perfection model of elderships workers consulting services. Research methods: logical analysis and synthesis of references, induction and deduction, graphic presentment, questionnaires, activity of elderships, analysis of 2003-2008 years accounts, Law of Lithuania Republic and the method of generalization. Research period - 2003-2008 years.

This study is an attempt to develop, design, and implement procedures for better data collection in the future and for an evaluation of the services provided in the past. Conciliation Courts have developed across the country on the notion that case work services can, at best, save a marriage from divorce and, at least, can do no harm. Evaluation of the effectiveness of conciliation services is limited and contradictory. This practicum is an attempt to develop a research design which can measure the effectiveness of conciliation service. We consider the first priority to develop a work­able design which will insure response. A second priority, which will hopefully be developed next, is a value system which will give us data concerning what is effectiveness and which kinds of things need to be and can be measured by a client feedback system .

Made available in DSpace on 2015-12-03T18:32:52Z (GMT). No. of bitstreams: 1 David_Buzo_de_Moraes.pdf: 1582133 bytes, checksum: 8662785c20c33e63ccb84b81e082a14f (MD5) Previous issue date: 2005-12-13 / The objective of this research is to investigate the costing structure in Management Consulting Firms' projects, through the analyses of the cost identification and cost distribution, in twenty-one projects concluded by a representative organization in this market share. In addition, this research aims to systematize the cost management processes and systems of the Management Consulting Firms' products and services and, to present Activity Based Costing (ABC) System as a possibility of a cost allocation structure designed specifically for projects. The methodological approach of this research involves bibliography and documental researches, as the last, was the main technique of this work. Qualitative and quantitative methods are used to data analysis. This work is presented in four sections. In the first section, the objectives and the used methodology are presented. In the second section are presented the concepts and context about Management Consulting Services, the project management knowledge areas and, the knowledge about the cost area. In the third section are presented the qualitative and quantitative data analyses, the explanation and a numerical essay to apply the ABC method for projects. The last section includes the conclusions and considerations. / Este trabalho tem por objetivo realizar uma investiga????o sobre as estruturas de custeio em projetos de Empresas de Consultoria de Organiza????o, tomando-se por base a identifica????o da natureza de custos e sua distribui????o, em vinte e um projetos conclu??dos por uma empresa representativa nesse segmento de mercado. Tamb??m teve por objetivo, sistematizar processos e sistemas de gest??o de custos dos produtos e servi??os das organiza????es de consultoria e, propor uma forma de aplica????o do m??todo do custeio baseado em atividades no custeio de projetos. Metodologicamente, o trabalho envolve pesquisas bibliogr??fica e documental, sendo esta a principal t??cnica escolhida para o trabalho. Foi adotado um conjunto de passos que combinem t??cnicas qualitativas e quantitativas na an??lise dos dados, produzindo-se resultados mais significativos da an??lise. O trabalho est?? dividido em quatro partes. No primeiro cap??tulo, s??o apresentados os objetivos e a metodologia utilizada. No segundo cap??tulo s??o abordados os principais conceitos e contextualiza????o sobre os servi??os de Consultoria de Organiza????o, os conhecimentos da ??rea de gerenciamento de projetos, os conhecimentos da ??rea de custos. No capitulo tr??s s??o realizadas an??lises qualitativas e quantitativas dos dados, uma posterior explana????o e um ensaio num??rico para aplica????o do m??todo ABC ao custeio de projetos e, ao final s??o apresentadas as principais conclus??es da pesquisa.

Integrated model for evaluation of consulting services quality have been created having analysed scientific literature. This model was tested practically by evaluating the quality of seminars.

Made available in DSpace on 2016-03-15T19:32:36Z (GMT). No. of bitstreams: 1 Wesley Abra de Assis.pdf: 883117 bytes, checksum: 158a2f470ea6fd34e0a9bd6a2d4e65a0 (MD5) Previous issue date: 2013-02-20 / Business strategy based on loyalty with objectives of high levels of customer retention is widely believed by giving companies a competitive advantage, enabling high profitability and market expansion. Several studies have been devoted to understanding the antecedents of loyalty in various segments. In the case of services, researchers suggest some factors that act as drivers of loyalty of customers, directly or indirectly, such as the perceived quality, perceived value and customer satisfaction. The proposal of this study was to contribute to the understanding of the relationship between these variables in the context of advisory and consulting services provided by accounting firms in Brazil, from the perspective of the clients of these companies. A questionnaire was sent to a sample of respondents, consisting of key persons of three accounting firms, responsible for assessing the performance of contracted services, which generated 81 valid questionnaires whose data were used to test five hypotheses of relationship among constructs perceived quality, perceived value, satisfaction and loyalty, using the technique of structural equation modeling (SEM) with the estimation method PLS (Partial Least Square). The survey results confirmed the five relationship assumptions previously raised based on the literature review, emphasizing the perceived quality as the main driver of customer loyalty, with direct and indirect positive effects, through the value perception and satisfaction. With regard to the use of the SERVQUAL scale in this context, the perceived quality does not seem to reflect through the dimension of "tangibles", corroborating similar findings in studies with accounting firms (BOJANIC,1991). As practical contributions, this research has provided the companies evaluated a feedback on the service level perceived by customers and their level of satisfaction and loyalty, enabling the adoption of strategies that can reduce the chances of defection of customers. The main limitation of this study is the impossibility of generalization of the results obtained due to the use of non-probability sample. / A estratégia de negócios baseada na lealdade com objetivos de altos níveis de retenção de clientes e amplamente difundida por conferir as empresas vantagem competitiva, propiciando alta lucratividade e expansão de mercado. Diversos estudos tem se dedicado a entender os antecedentes da lealdade nos diversos segmentos. No caso das empresas de serviços, pesquisas apontam alguns fatores que atuam como impulsionadores da lealdade dos clientes, de forma direta ou indireta, tais como a qualidade percebida, o valor percebido e a satisfação dos clientes. A proposta dessa pesquisa foi contribuir para o entendimento do relacionamento dessas variáveis no contexto dos serviços de consultoria e assessoria prestados por empresas contábeis no Brasil, sob a ótica dos clientes dessas empresas. Um questionário foi encaminhado para uma amostra de respondentes, composta por pessoas-chave dos clientes de três empresas contábeis, com competência para avaliação da performance dos serviços contratados, o que gerou 81 questionários validos cujos dados foram utilizados para testar cinco hipóteses de relacionamento entre os construtos qualidade percebida, valor percebido, satisfação e lealdade, usando a técnica de Modelagem de Equações Estruturais com o método de estimação PLS (Partial Least Square). Os resultados da pesquisa confirmaram as cinco hipóteses de relacionamento previamente levantadas com base na revisão da literatura, ressaltando a qualidade percebida como a principal impulsionadora da lealdade dos clientes, com efeitos positivos diretos e indiretos, por meio da percepção de valor e satisfação dos clientes. Em relação a utilização da escala SERVQUAL nesse contexto de serviços, a qualidade percebida não parece se refletir por meio dos aspectos da dimensão tangíveis , corroborando conclusões semelhantes em estudos com escritórios de contabilidade (BOJANIC, 1991). Como contribuições para a pratica, essa pesquisa proporcionou as empresas avaliadas um feedback sobre o nível de serviço percebido pelos clientes e o seu nível de satisfação e lealdade, possibilitando-se a adoção de estratégias que possam reduzir as chances de deserção desses clientes. A principal limitação deste estudo e a impossibilidade de generalização dos resultados obtidos em razão da utilização de amostra não-probabilística.

Tyrimo objektas – Marijampolės apskrities kaimo gyventojų švietimas ir konsultavimas didinant jų verslumą. Tyrimo dalykas – kaimo gyventojų verslumo švietimo ir konsultavimo poreikiai. Darbo tikslas - įvertinus kaimo gyventojų švietimo ir konsultavimo įtaką jų verslumui, parengti Lietuvos kaimo gyventojų švietimo ir konsultavimo, orientuoto į jų verslumo didinimą, modelį. Uždaviniai: 1. Išanalizavus mokslinę literatūrą, apibendrinti kaimo gyventojų verslumo sampratą. 2. Išanalizuoti švietimo ir konsultavimo reikšmės didinant kaimo gyventojų verslumą teorinius aspektus. 3. Išanalizuoti 2007-2013 metų laikotarpio Europos Sąjungos ir nacionalinės kaimo plėtros politikos kryptis ir priemones, skirtas kaimo gyventojų verslumui didinti. 4. Atlikti kaimo gyventojų verslumą įtakojančių veiksnių bei švietimo ir konsultavimo poreikių tyrimą Marijampolės apskrityje ir parengti kaimo gyventojų švietimo ir konsultavimo, orientuoto į verslumo didinimą, modelį. Tyrimo metodai - mokslinės literatūros, dokumentų bei teisės aktų analizė (kontent analizė), kokybinis tyrimas ir jo analizė (pusiau standartizuota anketinė apklausa), statistinių duomenų analizė ir loginis modeliavimas ir kiti metodai. / Research object is the education and consulting of rural inhabitants to increase enterprise of Marijampole region. Research subject is education and consulting needs of rural inhabitants to increase their enterprise. Research aim – is estimating the education and consulting influence of rural inhabitants for their enterprise and to design the model of rural inhabitant’s education and consulting of Lithuania, oriented to their enterprise increase. Objectives: 1. Analyzing scientific literature, to summarize the enterprise of rural inhabitant’s conception. 2. To analyze the education and consulting importance of rural inhabitants to increase their enterprise, theoreticals aspects. 3. To analyze European Union and national aspects and expedients of rural development politics in the 2007-2013 years period, committed to increase enterprise of rural development. 4. To make survey of rural inhabitant’s education and consulting needs to increase enterprise and design the model of rural inhabitant’s education and consulting in Marijampole district, oriented to enterprise increase. Research methods used in the work are studying analysis of literature sources, documents and law deeds analysis (content analysis), qualitative research and analysis, filing of data and their statistical analysis, logical modelling and other methods.

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