O setor de saneamento bÃsico no Brasil tem passado por grandes transformaÃÃes em sua estrutura nos Ãltimos anos, requerendo das Companhias Estaduais de Saneamento BÃsico (CESB) uma completa mudanÃa na forma de atuar, principalmente, pelas novas possibilidades trazidas pela Lei n 11.107/05 que em termos prÃticos, permite a participaÃÃo de empresas privadas na gestÃo dos serviÃos de saneamento, por meio de licitaÃÃo, aumentado a concorrÃncia no setor, e, sobretudo, pelas exigÃncias impostas pela Lei n 11.445/07, comumente conhecida como âMarco RegulatÃrio do Saneamentoâ, que dentre outros pontos preconiza a universalizaÃÃo dos serviÃos prestados; a eficiÃncia e sustentabilidade econÃmica e a transparÃncia das aÃÃes, baseada em sistemas de informaÃÃes e processos decisÃrios institucionalizados. Diante desse cenÃrio, as CESBs vÃm adotando diversas prÃticas de gestÃo e vÃrias ferramentas de TI a fim de melhorar os seus resultados. A adoÃÃo de sistemas ERP â Enterprise Resourse Planning como alternativa para maximizar os resultados das organizaÃÃes tÃm se tornado uma prÃtica em vÃrias empresas no mundo, chegando Ãs empresas brasileiras a partir de meados da dÃcada de 90, inclusive nas Companhias Estaduais de Saneamento no inÃcio dos anos 2000. InÃmeros sÃo os benefÃcios associados à utilizaÃÃo dos sistemas ERP nas organizaÃÃes. Todavia, diversos problemas sÃo relacionados ao uso desses sistemas, que impendem o alcance dos resultados inicialmente esperados e prometidos. Nesse contexto, esse trabalho tem como objetivo principal analisar como as Companhias Estaduais de Saneamento BÃsico tÃm utilizado os sistemas ERP na sua gestÃo. Do ponto de vista de seus objetivos, a presente pesquisa caracteriza-se como exploratÃrio-descritiva. Quanto à abordagem do problema pode ser classificada como quantitativa e qualitativa. No tocante aos procedimentos adotados, pode-se citar a realizaÃÃo de pesquisa bibliogrÃfica e a aplicaÃÃo de um survey combinado com a realizaÃÃo de um estudo de caso em uma das 27 companhias estaduais de saneamento bÃsico do Brasil. A partir da anÃlise dos resultados constatou-se que os sistemas ERP nÃo sÃo utilizados por todos os nÃveis hierÃrquicos das CESBs e nÃo contempla os seus processos principais e parte dos processos de apoio. Em relaÃÃo ao propÃsito a que se destina a sua utilizaÃÃo, verificou-se que sÃo utilizados com maior freqÃÃncia para dar apoio Ãs operaÃÃes e processos da organizaÃÃo e apoio à tomada de decisÃo empresarial, pelo nÃvel tÃtico e operacional das CESBs. Em relaÃÃo aos processos que dÃo suporte, ficou evidenciado que se concentram basicamente em parte dos processos de apoio, quais sejam: Financeiro; ContÃbil; LogÃstico e GestÃo de Pessoas. Constatou-se que as funcionalidades existentes se aderem a tais processos, e, mesmo com essas restriÃÃes verificadas a avaliaÃÃo sobre as melhorias proporcionadas à gestÃo dos processos transacionais das CESBs foi positiva, evidenciando uma congruÃncia com a atual realidade das Companhias Estaduais de Saneamento BÃsico. / Brazilian basic sanitation has undergone profound structural changes over the past years, requiring basic sanitation state agencies (CESB) to revise their working procedures. Thus, law #11.107/05 introduced new practical possibilities, such as the participation of private enterprises in the management of sanitation services by way of public bidding, thereby increasing competition in the sector, while law #11.445/07, commonly referred to as the âbasic sanitation regulatory frameworkâ, calls for the universalization of public services, economic efficiency and sustainability and administrative transparency, based on information systems and institutionalized decision-making processes. In response, CESBs have adopted a range of management practices and IT tools in order to improve their results. Enterprise resource planning (ERP) systems designed to maximize results are increasingly popular among companies around the world, and have been in use by private enterprises in Brazil since the mid-nineties and even by CESBs since the beginning of the current decade. ERP is associated not only with numerous advantages, but also with a number of problems compromising expected results. The main objective of the present study is to analyze the use of ERP systems by CESBs. Based on a review of the literature and a survey in combination with a case study of one of the 27 CESBs operating in Brazil, the study is exploratory and descriptive with regard to the objective, and quantitative-qualitative in its approach. The results show that ERP systems are not used at all hierarchical levels of the CESBs and do not cover the main processes and some of the support processes. ERP systems are most often used to support organizational operations and processes and executive tactical and operational decision-making processes. The main support processes include financial administration, accounting, logistics and staff management. Existing functionalities were found to ad here to these processes and, even in the presence of such restrictions, the assessment of the improvement to the management of CESB transactional processes was positive, revealing a congruence with the present reality of the basic sanitation state agencies.

Submitted by Renata Lopes (renatasil82@gmail.com) on 2018-08-02T17:34:02Z No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2018-08-02T17:36:11Z (GMT) No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) / Made available in DSpace on 2018-08-02T17:36:11Z (GMT). No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) Previous issue date: 2015-07 / PROQUALI (UFJF) / Sistemas Integrados de Gestão Empresarial, conhecidos como ERP (Enterprise Resource Planning), são desenvolvidos e mantidos pelas IFES (Instituições Federais de Ensino Superior) para o desempenho das atividades que lhes competem, além disso, sua abrangência permite obtenção de informações gerenciais tornando-se valioso recurso estratégico. Recentes orientações dos órgãos de fiscalização e controle governamental, visando o aumento da eficiência, maior produtividade da máquina pública, e redução de custos têm levado as IFES a adotar políticas de governança de TI. Sistemas ERP geralmente são muito abrangentes e caros, por isso seus custos devem ser mensurados, não somente custos de aquisição, mas principalmente custos de manutenção e suporte. Neste sentido, com objetivo de determinar os elementos de custo para mensurar os custos de manutenção e suporte na gestão de sistemas ERP, houve motivação para esta pesquisa sobre a metodologia TCO (Total Cost of Ownership) suportada pelos processos do framework ITIL (Information Technology Infrastructure Library). O presente trabalho, de caráter descritivo, identificou e relacionou, a partir da pesquisa bibliográfica, os elementos de custo mais evidentes no TCO e ITIL. Em seguida, foi aplicado um questionário web, junto a Especialistas em gestão de Sistemas ERP das IFES, visando mapear sua percepção de relevância sobre esses elementos de custo elencados na pesquisa. Os resultados mostram os elementos de custo ordenados por relevância e frequência aplicáveis à manutenção e suporte de sistemas ERP e a contribuição esperada é a de facilitar a mensuração desses custos. / Integrated Systems Management, known as ERP (Enterprise Resource Planning), are developed and maintained by IFES (Federal Institutions of Higher Education) for the performance of activities that concern them, in addition, its scope allows obtaining management information becoming valuable strategic resource. Recent guidelines of the supervisory bodies and government control, aimed at increasing efficiency, higher productivity of public administration, and cost reduction have led IFES to adopt IT governance policies. ERP systems are usually very comprehensive and expensive, so their costs should be measured, not only acquisition costs, but mainly maintenance and support costs. In this regard, in order to determine the cost elements to measure the costs of maintenance and support in managing ERP systems, there was motivation for this research on the TCO methodology (Total Cost of Ownership) supported by ITIL framework processes (Information Technology Infrastructure Library). This work, descriptive, identified and listed from the literature, the most obvious cost elements in TCO and ITIL. Then a web questionnaire was administered, along with experts in ERP systems management of IFES, aiming to map their perception of relevance of these cost factors listed in the survey. The results show the cost elements ordered by relevance and frequency that the maintenance and ERP systems support and the expected contribution is to facilitate the measurement of these costs.

The diploma thesis analyses application of information systems in a company called Měšťanský pivovar Havlíčkův Brod a.s. The theoretical part contains an introduction to the topics of corporate informatics and information systems. It also describes various methods and procedures of the analyses used in the thesis. On the basis of the analyses performed in the following chapter, there are discovered drawbacks that are crucial to design subsequent changes in the system. These changes may be used by a company management as a solid source of improvements of the current information systems.

This master thesis deals with the assessment of the information system of the company and a the proposal of appropriate changes. The theoretical part deals with the issue of information systems and methods for assessment of effectiveness information systems. Theoretical knowledge is applied in the analytical part, which are focused on different elements of the information system. Based on the analysis results, proposals are made to improve and streamline work with information systems in the company. In conclusion the budget is drawn for the implementation of proposed changes.

The diploma thesis Order optimization and validation of resource capacities in company Formex s.r.o. is composed from three parts. The first one is an introduction to the types and specifications of production systems. It also follows production planning and control. The second part is dedicated to analysis of the information system WorkPlan and to the analysis of the company Formex s.r.o. (the company structure, the production and the planning process). The possible ways of production planning and order optimization with respect to the use of IS WorkPlan were designed in the third part of the diploma thesis. Consequently the most suitable planning way was selected and the templates with the normalized technological processes were designed. The diploma thesis also contains validation of the proposals and it is enclosed with the recommendation for the future steps in the production planning in the company Formex s.r.o.

Bedingt durch oftmals schnelle und fortschreitende Änderungen im wirtschaftlichen Umfeld stehen Unternehmen vor zahlreichen externen sowie internen Anforderungen und Herausforderungen, was wiederum eine effektive Steuerung und Koordination der innerbetrieblichen aber auch der überbetrieblichen Geschäftsprozesse und -abläufe erfordert. Um diesen Herausforderungen zu begegnen, ist der Einsatz von adäquaten Anwendungssystemen zwingend. Speziell die Nutzung von Enterprise Resource Planning-(ERP-)Systemen, die als standardisierte Systeme die gesamten unternehmerischen Aktivitäten und Geschäftsprozesse unterstützen können, ist zu einem wichtigen Bestandteil der Unternehmen geworden. Ein richtig ausgewähltes und implementiertes ERP-System bietet zahlreiche Vorteile sowohl für Großunternehmen aber auch für klein- und mittelständische Unternehmen (KMU). Die Implementierung eines ERP-Systems stellt jedoch ein komplexes und zeitintensives Projekt dar, welches den Unternehmen große Möglichkeiten eröffnet, diese aber gleichzeitig mit enormen Risiken konfrontiert. Dabei realisieren immer mehr KMU die möglichen Vorteile dieser Systeme, woraus eine konstante Nachfrage nach ERP-Systemen für kleine und mittlere Unternehmen resultiert. Um jedoch von den Vorteilen zu profitieren anstatt von den Risiken „verschlungen“ zu werden, ist es zwingend erforderlich, sich genau auf die Faktoren zu fokussieren, die zur einer erfolgreichen Einführung eines ERP-Systems beitragen. An diesem Punkt knüpft die vorliegende Dissertation mit einem ersten Forschungsschwerpunkt an. Dieser Schwerpunkt befasst sich mit kritischen Erfolgsfaktoren im Zusammenhang mit der ERP-System-Einführung und der ERP-System-Nutzung in klein- und mittelständischen Unternehmen. Ziel dieses ersten Schwerpunktes ist es, einen Einblick in die Erfolgsfaktoren bei ERP-System-Implementierung in KMU zu geben und die Unterschiede zu den Faktoren bei ERP-Projekten in Großunternehmen aufzuzeigen. Als konkretes Ergebnis dieses Forschungsstrangs wird dabei ein Vorgehensmodell für ERP-Einführungen in KMU entwickelt, welches auf Basis der Erfolgsfaktoren von ERP-Projekten aus bestehenden Modellen abgeleitet und an die Bedürfnisse und Anforderungen der KMU angepasst wird. Hierbei werden die Erfolgsfaktoren direkt in das Modell mit einbezogen. Des Weiteren resultiert ein zweiter Schwerpunkt dieser Dissertation erneut aus der hohen und konstanten Nachfrage nach ERP-Systemen, welche zu einem sehr stark fragmentierten ERP-Markt vor allem im Bereich der KMU geführt hat mit einer Vielzahl von Herstellern und Systemen. Hier erschwert es diese hohe Marktfragmentierung den Anwenderunternehmen nicht nur, die „richtige“ Software zu finden, sondern auch für das von ihnen ausgewählte System entsprechende Fachkräfte an sich zu binden. Daraus ergibt sich unter anderem auch die Notwendigkeit für Hochschulen, ihren Studierenden und späteren Absolventen dieses geforderte und benötigte Fachwissen, insbesondere in informationssystembezogenen Studiengängen zu vermitteln. Jedoch gibt es dafür keinen standardisierten Ansatz. Die Systemwahl und die Anzahl der Systeme sowie der Aufbau und die Anzahl der ERP-Kurse divergieren von Hochschule zu Hochschule, wobei in diesem Punkt eine Dominanz großer ERP-System Hersteller zu verzeichnen ist. Allerdings ist eine diversifiziertere Einbindung von ERP-Systemen vor allem aus dem Bereich der KMU sinnvoll. An diesem Punkt stehen die Hochschulen und die Lehrenden vor der Herausforderung, wie viele Systeme in die Curricula integriert werden sollten und auf welche Art und Weise und in welchem Umfang diese Systeme vermittelt werden sollten. Daher werden im Rahmen dieses zweiten Schwerpunktes Möglichkeiten und Kursmodelle beschrieben, durch die eine praktische Vermittlung einzelner oder auch mehrerer ERP-Systeme ermöglicht und unterstützt wird. Ziel dabei ist es, einen Beispielcurriculum zu entwickeln, in dem über verschiedene Kurse hinweg, Kenntnisse zu ERP-Systemen vermittelt werden. Die Kurse dieses Curriculums werden dabei auf Basis der Literatur und der Anforderungen von Unternehmen an spätere Absolventen (vor allem resultierend aus den Erfolgsfaktoren des ersten Forschungsstrangs) entwickelt. Des Weiteren werden diese Kurse und die darin eingesetzten Systeme mit den Ergebnissen einer Umfrage an Universitäten und Fachhochschulen zum ERP-System-Einsatz in der Lehre verglichen und auf Basis dieser Ergebnisse angepasst und modifiziert. Als konkrete Resultate dieses Forschungsstrangs werden mit dem zu entwickelnden Beispielcurriculum Handlungsempfehlungen gegeben, mit denen Hochschulen sowohl Kenntnisse zu ERP-Systemen für Großunternehmen als auch zu Systemen für KMU vermitteln können. Dabei steht auch die praktische Kenntnisvermittlung von kleineren Systemen im Fokus, um den Studierenden einen weiteren Blick auf die Verschiedenartigkeit von ERP-Systemen zu bieten.

Titel: Riskhantering av molnbaserade affärssystem Författare: Fredrik Forsberg & Kevin Adamsson Handledare: Pia Nylinder Examinator: Petter Boye Kurs: Företagsekonomi, Kandidatuppsats inom ekonomistyrning/redovisning Kurskod: 2FE75E Frågeställning: Hur arbetar företag inom bilförsäljningsbranschen med riskhanteringen av molnbaserade affärssystem? Syfte: Studiens syfte är att undersöka vilka risker molnbaserade affärssystem medför och hur företag inom bilhandeln arbetar för att hantera riskerna. Metod: För att uppfylla studiens mål har vi använt oss av den abduktiva ansatsen. Semistrukturerade intervjuer har genomförts och vi har genom detta samlat in empiri från åtta olika respondenter som är verksamma inom bilhandeln. Slutsats: Vi har kommit fram till att storleken på företag har en stor påverkan på hur riskprocessen samt riskhanteringen sker, även om riskerna har samma prioriteringsnivå. De flesta företagen har en plan för hur de skall hantera riskerna och arbeta för att motverka dessa. Vi har även kommit fram till att större ekonomiska resurser ger större utrymme för att arbeta i förebyggande syfte och på så sätt motverka de riskerna som studien har handlat om. Nyckelord: molntjänster, molnbaserade affärssystem, risker med molnbaserade affärssystem, riskhantering i samband med molnbaserade affärssystem, riskprocess. / Title: Risk management of cloud-based ERP-systems Writers: Fredrik Forsberg & Kevin Adamsson Supervisor: Pia Nylinder Examiner: Petter Boye Course: Business administration, Bachelor thesis in finance/accounting Course code: 2FE75E Research question: How do companies in the automotive trade industry work with risk management of cloud-based ERP-systems? Purpose: The purpose of this paper is to examine what risks that the cloud based ERP-systems entail and how companies in the automobile trade work with the risk management. Method: To fulfill the purpose of this paper we have used the abductive approach. Semi-structured interviews have been conducted in order to retrieve empirical data from eight different respondents who operates in the automobile trade. Conclusion: We have come to the conclusion that the size of the companies has a major impact on how the risk process and the risk management are done, even if the risks have the same level of priority. Greater financial resources provides more space for the companies to work with the risk management. Keywords: Cloud based services, Cloud based ERP-system, Risks with the cloud based ERP-systems, Risk management, Risk process.

Studiens syfte var att öka kunskapen om effektiva administrativa reklamationshanteringsprocesser. För att uppfylla syftet kunde det brytas ned i två frågeställningar: 1. Vilka faktorer påverkar effektivitet i administrativa reklamationshanteringsprocesser? 2. Hur bör administrativa reklamationer av defekta produkter hanteras? För att möjliggöra besvarande av studiens frågeställningar och därmed uppfylla studiens syfte genomfördes en fallstudie, som bestod av observationer och intervjuer. Vid observationerna var observatörerna deltagande och renodlade. Intervjuerna hade en låg grad av strukturering och låg grad av standardisering. Insamlad empiri granskades för att sedan jämföras med redan befintlig teori. Genom studien kunde slutaster kring effektiv reklamationshantering dras. Det identifierades tre områden där förbättringsmöjligheter fanns. Dessa innefattade utnyttjande av systemstöd som stöder verksamheten, effektivt arbete med returns management för att minska antalet inkomna reklamationer samt arbetet med ständiga förbättringar för att fortsatt vara konkurrenskraftiga. Studien bidrog inte till nya teorier, men genom analys stärktes uttalanden och teorier från tidigare forskning. Genom studien har medvetenheten om administrativa reklamationshanteringsprocesser ökat, och genom detta underbyggt redan befintlig forskning. Studiens empiriska bidrag var identifiering av faktorer som påverkar effektivitet inom dessa processer. Genom identifierade åtgärder kunde sedan reklamationshanteringsprocesser gynnsamt utformas.

Framväxten av molntjänster är en trend som påverkar organisationer i allt större utsträckning vilket anses vara framtiden inom informationsteknik. Idag migrerar stora organisationer i allt större grad sina affärskritiska affärssystem till molnet, trots att det är en av de mest riskabla, kostsamma och tidskrävande IT-investering som en organisation någonsin kan göra. Molnbaserade affärssystem kan medföra fördelar men också säkerhetsrisker som exempelvis att lagra organisationens data hos tredjeparts-leverantörer. Säkerhetsrisker kan inte elimineras, utan de behöver hanteras och reduceras. Denna studie har undersökt hur stora organisationer hanterar säkerhetsrisker som kan uppstå vid nyttjandet av molnbaserade affärssystem. Studien har identifierat tre tillvägagångssätt att hantera säkerhetsrisker på. Det första tillvägagångssättet att hantera säkerhetsrisker är genom formella avtal med molntjänst leverantören. Det andra tillvägagångsättet att hantera säkerhetsrisker på är genom interna processer som exempelvis datakryptering. Det tredje tillvägagångsättet är att medvetandegöra och utbilda användare i verksamheten. / The emergence of cloud services is a trend that is increasingly effecting organizations which is considered the future of information technology. Today, large organizations are increasingly migrating their business-critical ERP-system to the cloud, despite being the one of the most risky, costly and time-consuming IT-investment that an organization can ever make. CloudbasedERP-system can bring several benefits, but also several security risks, such as storing organizational data with third-party suppliers. Security risks cannot be eliminated, but they need to be managed and reduced. This study has examined how big customer organizations handle security risks that may arise when using cloud-based ERP-systems. The study has identified three approaches to managing security risks. The first approach is to manage security risks through formal agreements with the cloud provider. The second approach to managing security risks is through internal processes such as data encryption. The third approach is to raise awareness and educate users in the organization.

Enterprise resource planning (ERP) systems are complex software packages that support an integrated real-time setting among the various business functions in an entire organization. ERP systems improve productivity, but only to the extent that employees accept and use the systems extensively to perform their duties. The leaders of many organizations have not been able to realize the expected benefits because of a lack of user acceptance. The purpose of this quantitative cross-sectional survey study was to examine the factors that influence user acceptance of ERP systems in the United States. Davis's technology acceptance model was the theoretical foundation used to relate the independent variables (perceived usefulness and perceived ease of use) to the dependent variable (user acceptance of ERP systems). The focus of the research questions was on the strength of the relationships between each of the independent variables and user acceptance of ERP systems in the United States. Data were from 97 purposively selected ERP system end users in the United States using the survey instrument based on the technology acceptance model. Regression and correlation analyses revealed a positive relationship between perceived usefulness and user acceptance, but no relationship was found between perceived ease of use and user acceptance. The findings indicated difficulties in using ERP systems for end users in the United States, which stakeholders could rectify to improve productivity in organizations. Positive social change implications include improving the standard of living, increasing the literacy rate, and reducing negative externalities to improve human and social conditions in society.