A avaliação de empreendimentos do ponto de vista do cliente final tem grande importância no esforço de melhoria da habitação de interesse social, podendo auxiliar na avaliação de resultados, na identificação de erros e acertos frente aos objetivos e ações do projeto. Este tipo de avaliação pode criar oportunidades de aprendizagem sobre os usuários e produtos, contribuindo para aumentar a geração de valor em futuros empreendimentos. No entanto, a diversidade e dinâmica de programas habitacionais e a falta de clareza nos objetivos dos empreendimentos podem dificultar o processo de avaliação. Com freqüência, as avaliações realizadas nos empreendimentos de habitação de interesse social têm como foco os atributos do produto, sem estabelecer uma conexão com os objetivos esperados. Apenas com a clara identificação dos resultados esperados é possível avaliar o sucesso destas empreendimentos, de forma a desenvolver soluções que atendam melhor as necessidades e expectativas dos usuários. O objetivo desta pesquisa foi propor um modelo para estruturar as avaliações de empreendimentos habitacionais de interesse social a partir na percepção dos usuários e adaptável aos diferentes programas habitacionais, com foco na geração de valor. Os conceitos utilizados nesta pesquisa provém principalmente das áreas de marketing e desenvolvimento do produto. O desenvolvimento do modelo partiu da clara identificação do produto habitação de interesse social de forma ampla, sendo adotada uma hierarquia de valor que vincula os atributos às suas conseqüências de uso e aos objetivos esperados. A pesquisa foi dividida em três grandes etapas. A primeira etapa teve como objetivo compreender os programas habitacionais existentes, assim como sobre o processo de desenvolvimento de empreendimentos habitacionais de interesse social e o produto resultante. Na segunda etapa, o modelo de avaliação foi desenvolvido e aprimorado durante os três estudos empíricos nos quais foram avaliados três empreendimentos de programas habitacionais distintos. Na ultima etapa, o modelo desenvolvido foi avaliado, buscando expor as conexões teóricas e contribuições da solução. As principais contribuições da pesquisa são referentes ao modelo de avaliação desenvolvido, que estrutura a avaliação de empreendimentos habitacionais de interesse social, e também ao processo de aplicação do mesmo. / The evaluation of projects from the perspective of the final client is very important for the effort of improving social housing, making it possible to support the assessment of results, and the identification of errors and achievements in relation to project objectives and actions. This type of evaluation may create opportunities for learning about customer and product, and improving value generation in future projects. However, the diversity and dynamics of housing programs and the lack of clarity in project objectives may hinder the evaluating process. Often, the evaluation of social housing projects is focused on product attributes, without establishing a clear connection with the expected objectives. Only by identifying what are the expected results it is possible to assess project success, in order to develop solutions that fulfil the needs and expectations of final users. The aim of this research work is to propose a model for structuring the evaluation of social housing projects focused on value generation, based on the perception of final customers, which is adaptable to different housing programs. The concepts used in this research come from the areas of marketing, and product development. The development of the model starts with the clear identification of the extended social housing product, adopting a value hierarchy that links product attributes to the consequences of its use and intended goals of the project. The research study was divided into three major stages. The first stage aimed to understand existing housing programs, the social housing product development process and the resulting products. In the second stage, the evaluation model was developed and improved in the three empirical studies, in which three projects from different social housing programmes were evaluated. In the final stage, the proposed model was evaluated in order to discuss the theoretical connections and contributions of the solution. The main contributions of this study are concerned with the model itself, which establish a structure for evaluating social housing programs, as well as a process for implementing it.

A avaliação de empreendimentos do ponto de vista do cliente final tem grande importância no esforço de melhoria da habitação de interesse social, podendo auxiliar na avaliação de resultados, na identificação de erros e acertos frente aos objetivos e ações do projeto. Este tipo de avaliação pode criar oportunidades de aprendizagem sobre os usuários e produtos, contribuindo para aumentar a geração de valor em futuros empreendimentos. No entanto, a diversidade e dinâmica de programas habitacionais e a falta de clareza nos objetivos dos empreendimentos podem dificultar o processo de avaliação. Com freqüência, as avaliações realizadas nos empreendimentos de habitação de interesse social têm como foco os atributos do produto, sem estabelecer uma conexão com os objetivos esperados. Apenas com a clara identificação dos resultados esperados é possível avaliar o sucesso destas empreendimentos, de forma a desenvolver soluções que atendam melhor as necessidades e expectativas dos usuários. O objetivo desta pesquisa foi propor um modelo para estruturar as avaliações de empreendimentos habitacionais de interesse social a partir na percepção dos usuários e adaptável aos diferentes programas habitacionais, com foco na geração de valor. Os conceitos utilizados nesta pesquisa provém principalmente das áreas de marketing e desenvolvimento do produto. O desenvolvimento do modelo partiu da clara identificação do produto habitação de interesse social de forma ampla, sendo adotada uma hierarquia de valor que vincula os atributos às suas conseqüências de uso e aos objetivos esperados. A pesquisa foi dividida em três grandes etapas. A primeira etapa teve como objetivo compreender os programas habitacionais existentes, assim como sobre o processo de desenvolvimento de empreendimentos habitacionais de interesse social e o produto resultante. Na segunda etapa, o modelo de avaliação foi desenvolvido e aprimorado durante os três estudos empíricos nos quais foram avaliados três empreendimentos de programas habitacionais distintos. Na ultima etapa, o modelo desenvolvido foi avaliado, buscando expor as conexões teóricas e contribuições da solução. As principais contribuições da pesquisa são referentes ao modelo de avaliação desenvolvido, que estrutura a avaliação de empreendimentos habitacionais de interesse social, e também ao processo de aplicação do mesmo. / The evaluation of projects from the perspective of the final client is very important for the effort of improving social housing, making it possible to support the assessment of results, and the identification of errors and achievements in relation to project objectives and actions. This type of evaluation may create opportunities for learning about customer and product, and improving value generation in future projects. However, the diversity and dynamics of housing programs and the lack of clarity in project objectives may hinder the evaluating process. Often, the evaluation of social housing projects is focused on product attributes, without establishing a clear connection with the expected objectives. Only by identifying what are the expected results it is possible to assess project success, in order to develop solutions that fulfil the needs and expectations of final users. The aim of this research work is to propose a model for structuring the evaluation of social housing projects focused on value generation, based on the perception of final customers, which is adaptable to different housing programs. The concepts used in this research come from the areas of marketing, and product development. The development of the model starts with the clear identification of the extended social housing product, adopting a value hierarchy that links product attributes to the consequences of its use and intended goals of the project. The research study was divided into three major stages. The first stage aimed to understand existing housing programs, the social housing product development process and the resulting products. In the second stage, the evaluation model was developed and improved in the three empirical studies, in which three projects from different social housing programmes were evaluated. In the final stage, the proposed model was evaluated in order to discuss the theoretical connections and contributions of the solution. The main contributions of this study are concerned with the model itself, which establish a structure for evaluating social housing programs, as well as a process for implementing it.

This study highlights the difficulty for non-profit cultural organisations to measure and evaluate the performance of their operations. The goal was to suggest and test a model for performance evaluation that can be used by museums, more specifically it was developed for Swedish Museums. The theoretical framing of the study is Operations Management. With this being a practical and problem-solving research discipline, the pragmatic approach with Design Science research was chosen as the methodological foundation. Based on this strategy several research methods were used in the process of solving the problem and designing the model. Based on previous models for performance evaluation, with the adaptation to the setting of Swedish Museums a model was presented, tested and evaluated in the study. The study was delimited to the design phase and implementation was not part of the report. After having tested the model, a follow-up interview was conducted. In the interview, the test results were presented to a museum manager in order to validate that the model can be used as a tool for decision support and as a way to report non-financial results to stakeholders such as politicians or their representatives.

This study examined Kirkpatrick’s training evaluation model (Kirkpatrick & Kirkpatrick, 2006) by assessing a sales training program conducted at an organization in the hospitality industry. The study assessed the employees’ training outcomes of knowledge and skills, job performance, and the impact of the training upon the organization. By assessing these training outcomes and their relationships, the study demonstrated whether Kirkpatrick’s theories are supported and the lower evaluation levels can be used to predict organizational impact. The population for this study was a group of reservations sales agents from a leading luxury hotel chain’s reservations center. During the study period from January 2005 to May 2007, there were 335 reservations sales agents employed in this Global Reservations Center (GRC). The number of reservations sales agents who had completed a sales training program/intervention during this period and had data available for at least two months pre and post training composed the sample for this study. The number of agents was 69 (N = 69). Four hypotheses were tested through paired-samples t tests, correlation, and hierarchical regression analytic procedures. Results from the analyses supported the hypotheses in this study. The significant improvement in the call score supported hypothesis one that the reservations sales agents who completed the training improved their knowledge of content and required skills in handling calls (Level 2). Hypothesis two was accepted in part as there was significant improvement in call conversion, but there was no significant improvement of time usage. The significant improvement in the sales per call supported hypothesis three that the reservations agents who completed the training contributed to increased organizational impact (Level 4), i.e., made significantly more sales. Last, findings supported hypothesis four that Level 2 and Level 3 variables can be used for predicting Level 4 organizational impact. The findings supported the theory of Kirkpatrick’s evaluation model that in order to expect organizational results, a positive change in behavior (job performance) and learning must occur. The examinations of Levels 2 and 3 helped to partially explain and predict Level 4 results.

O sistema de pós-graduação trouxe contribuições para as universidades, principalmente no âmbito da melhoria da qualidade do ensino e da produção de conhecimento. Implantada na década de 60, com o propósito de qualificar profissionais, maioria docentes da própria universidade, visava a ampliar sua formação para a pesquisa e, consequentemente, incentivar a produção de conhecimento. Neste movimento, docência e pesquisa foram fortalecidos. Ao final da década de 90, a CAPES reconhece o Mestrado Profissional - stricto senso - como modalidade de pós-graduação. Com foco nos profissionais atuantes no mercado de trabalho, propõe sua aproximação com a pesquisa, com o compromisso de alcançar e modificar o ambiente de trabalho. Paralelamente, em 1990, é fundado o Hemocentro do Hospital das Clínicas da Faculdade de Medicina de Ribeirão Preto da Universidade de São Paulo. Com proposta inicial de assistência e atendimento ao público, este centro de saúde conviveu com a pesquisa realizada na academia, possibilitando conciliar a produção de conhecimento com a prática desenvolvida em sua rotina. Em 2012, inaugura o mestrado profissional em Hemoterapia e Biotecnologia, com o objetivo de formar e qualificar profissionais desta área. Neste trabalho, objetivou-se estudar este programa, com a proposta de investigar os mecanismos de interação estabelecidos entre o centro de pesquisa e as unidades de trabalho parceiras, a partir da perspectiva dos egressos (1ª e 2ª turmas). Por ter um caráter exploratório e inicial, buscou-se trabalhar com indicadores exclusivos da modalidade profissional, permitindo fortalecer o acompanhamento e avaliação do programa oferecido, principalmente àqueles relacionados à aplicabilidade dos projetos e o impacto do curso realizado para a atuação profissional do egresso. Dessa forma, o presente trabalho é um estudo exploratório-descritivo com abordagens quantitativas e qualitativas, com seis tópicos principais de investigação: o programa oferecido; os projetos de pesquisa realizados; as produções intelectuais; os desdobramentos da convivência em grupo de profissionais de diferentes estados brasileiros; as contribuições do orientador para o desenvolvimento dos projetos de pesquisa e as contribuições decorrentes da aproximação dos alunos com a pesquisa. Com característica de formação específica e direcionada, com possibilidade de reunir profissionais da área da Hemoterapia de nove regiões do Brasil, o programa tem permitido alcançar objetivos previstos na modalidade profissional (stricto sensu) e almejados pelo projeto de criação de 2011. Parte destes resultados deve-se principalmente à três mecanismos de interação identificados: o projeto de pesquisa, a convivência em grupo de profissionais e o orientador, cada um com contribuições específicas para o processo de formação e aprendizagem dos alunos, permitindo alcançar mudanças nas unidades de trabalho e nas condutas e competências profissionais. Essa primeira caracterização da proposta permite criar um ponto de comparação para o programa recém implantando e que passará por sua primeira avaliação quadrienal em 2017. Dificuldades e limitações também foram diagnosticadas e necessitam ser revistas, reestruturadas e trabalhadas, como o conteúdo prático do curso, o quadro de profissionais técnico-administrativos e o tempo de titulação, com média de 35,4 meses, que exige reflexão. O acompanhamento regular dos egressos e a criação de uma plataforma contínua de construção de dados, permitirá intervir e ajustar o programa, possibilitando perceber fases de amadurecimento e crescimento, com especial atenção aos indicadores relacionados à modalidade profissional. / The postgraduate system brought contributions to universities, mainly for the improvement in the quality of education and knowledge production. Established in the decade of 1960s, with the purpose of qualifying professionals, mostly professors of the university itself, it aimed at expanding their training in research and, as a result, encouraging knowledge production. In this sense, teaching and research have been strengthened. By the end of the decade of 1990, CAPES recognized the Professional Master - stricto sensu - as a postgraduate modality. Focusing on the professionals in business, it proposes an approach to research, with the commitment of reaching and modifying work environment. In parallel, in 1990, the Blood Center of the Clinical Hospital of the Ribeirão Preto Medical School of the University of São Paulo was founded. With the initial proposal of providing assistance and care to the population, this health center has lived with the research carried out in the academy, what enabled to reconcile knowledge production with the practice developed in its daily routine. In 2012, it launched the professional master in Hemotherapy and Biotechnology, with the aim of training and qualifying professionals in this field. In this work, the objective was to study this program, proposing to investigate the mechanisms of interaction established between the research center and partner work units, from the perspective of egress students (1st and 2nd classes). Because it has an exploratory and initial character, we planned to work with indicators exclusive to the professional modality, allowing to strengthen the follow-up and evaluation of the program offered, mainly those indicators related to the applicability of projects and to the impact of the course done on the professional act of the egress student. Therefore, the present work is an exploratory-descriptive study using quantitative and qualitative approaches, with six major investigation topics: the program offered; the research project developed; intellectual production; the unfolding of the experience of groups of professionals from different states of Brazil; the contribution of the supervisor for the development of research projects; and the contribution resulting from the approach of students to research. With the features of specific training and possibility of gathering professionals of the area of Hemotherapy from the nine regions of Brazil, the program has enabled to accomplish the objectives expected in the professional modality (stricto sensu) and established in the project creation in 2011. Part of these results is owed primarily to three mechanisms of interaction identified: the research project, experience of living as a group, and supervisor, each one with specific contributions to the process of students\' training and learning, enabling to achieve changes in work units and in professional conduct and competences. This first characterization of the proposal allows to create a comparison point for the recently implemented program, which will go through its first four-yearly assessment in 2017. Difficulties and limitations have also been diagnosed and must to be reviewed, restructured and managed, such as the practical content of the course, the chart of technical administrative professionals and the time for titling, with an average of 35.4 months, what demands some thoughts. The regular follow-up of egress students and creation of a continuous platform for data construction will allow to intervene and adjust the program, making possible to notice maturation and growth phases, with special attention to indicators related to the professional modality.

Les technologies de l’information et de la communication se sont considérablement développées dans tous les secteurs de l’économie. Dans le domaine de la santé, et tous particulièrement dans le secteur hospitalier, les investissements se sont considérablement accrus, notamment avec la mise en place de systèmes d’information clinique (SIC) intégrés. Les hypothèses derrière ces investissements sont que la mise en œuvre d’un SIC peut améliorer à la fois l’efficience d’un hôpital et la qualité des soins. Pour être validée, ces hypothèses nécessitent que soit mise au point une méthodologie de mesure du degré de mise en place d’un SIC, de l’efficience hospitalière puis de la qualité des soins. Ce travail est centré d’une part sur la méthodologie de mesure de l’utilisation d’un SIC et d’autre part sur la mesure de l’efficience hospitalière. Le cadre applicatif du travail est, dans le premier cas, le système d’information clinique de l’HEGP et dans le second les hôpitaux de court séjour de l’AP-HP dont fait partie l’HEGP. Après une étude de la littérature sur l’évaluation de l’utilisation et de de la satisfaction d’un SIC, la première partie de la thèse est organisée autour de deux études. Une première étude longitudinale de 2004 à 2014 permet d’analyser l’évolution de l’utilisation et de la satisfaction au travers d’un groupe multi professionnel d’utilisateurs et d’analyser leurs déterminants avec des méthodes d’équations structurelles. En post-adoption précoce (4 ans), l'utilisation du SIC, la qualité du SIC et l’utilité perçue (PU) expliquent 53% de la variance de la satisfaction. Dans la phase de post-adoption très tardive (>10 ans), l’effet de l’utilisation n’est plus significatif, par contre, la qualité du SIC, la confirmation des attentes et la PU sont les paramètres les plus liés à la satisfaction expliquant 86% de sa variance. Cependant, la satisfaction et la PU sont les facteurs les plus déterminants de l’intention de continuer, avec une forte influence indirecte de la qualité du système. Un modèle unifié est proposé et comparé aux modèles principaux de la littérature. La mesure de l’efficience des hôpitaux est effectuée avec un modèle économétrique dont le choix des variables a été effectué sur la base d’une revue systématique de la littérature. Trois catégories d’indicateurs d’entrée et trois catégories d’indicateurs de sorties sont utilisés. Les relations entre entrées et sorties sont analysées au travers une fonction de production (Translog) et d’un modèle paramétrique (Stochastic Frontier Analysis). Une diminution globale de l’efficience de 20 hôpitaux de court séjour de l’AP-HP sur la période 2009-2014 est observée dont les causes possibles sont discutées. La mise au point et la validation de modèles d’évaluation de l’utilisation des SIC d’une part et de mesure de l’efficience hospitalière devrait faciliter l’analyse des relations entre informatisation et efficience hospitalière, puis lorsque la même démarche aura été appliquée à la qualité des soins entre informatisation et qualité. / The information and communication technologies (ICT) have been developed in all economic sectors. In the healthcare field, and particularly in hospitals with the introduction of clinical information systems (CIS), investments have dramatically increased. The rationale for these investments is the improvement of both the hospital efficiency and the quality of the care delivered to patients after the deployment of a fully integrated CIS. In the aim to validate these relationships adapted methodologies, need to be designed and implemented. This thesis concentrates on the CIS maturity and hospital efficiency relationship. Material for testing the hypothesis come from several CIS evaluations performed at HEGP and data extracted from the decision analytics tools of Assistance Publique Hôpitaux de Paris (AP-HP). After a study of the literature on the use and satisfaction evaluation of a CIS, the first part of the thesis is organized around two main studies. A 14 years longitudinal study achieved between 2004 and 2014 analyzes the evolution of use and satisfaction and their determinants within a multi professional group of users using multiple regression techniques and structural equation methods. In early post-adoption (4 years), the CIS use, the CIS quality, and the CIS perceived usefulness (PU) explain 53% of the variance in user satisfaction. In the very late post-adoption phase (> 10 years), the effect of use on user satisfaction is no more significant. In contrast, the CIS quality, the confirmation of expectations, and the PU are the best determinants of satisfaction explaining 86% of its variance. In a second study focused on continuance intention, satisfaction and PU appear to be the best determinants of continuance intention, with a strong indirect influence of the CIS quality. A unified model is proposed and compared to the main models of the literature. The measurement of hospital efficiency was achieved with an econometric approach. Selection of indicators entered in the econometric model was performed on the basis of a systematic literature review. Three categories of input indicators and three categories of output indicators are considered. The relationship between the input and output indicators are analyzed through a Stochastic Frontier Analysis model. An overall decrease of the efficiency of the 20 short-stay hospitals of the AP-HP for the 2009-2014 period is observed and its possible causes are discussed. The development and validation of CIS use-satisfaction evaluation model combined with the analysis of the hospital efficiency evolution over time could be the first phase of a more global evaluation of the complex influence of IT introduction on hospital efficiency and the quality of care delivered to patients.

Chatbots are the new kind of technique for organizations to implement in their operations. Although chatbots have been around for a while they have spiked in the last few years. With this new technique also comes new ways for users to interact and communicate with the organizations. The traditional usability tests do not fully cover the chatbots characteristics and new methods must be created. This paper will create an evaluation model based on chatbots and theories about usability testing and apply the evaluating method to three commercial chatbots and their interaction with a user. The result shows that the evaluation model in some ways was successful and fulfilled its purpose while further research and development is necessary for the model to perform as desired.

No description available.

Midst contextual themes of new technologies and globalisation, South African organisations are challenged to attract, develop and retain suitable skills in a labour market that will continue to suffer shortages. The HR function of today is required to partner with organisations at a strategic level in response to this challenge. Successful organisations understand that transforming the HR function require regular in-depth analyses of its effectiveness. The study aimed to assess the effectiveness of an HR function operating in a public utility, against current trends in HR transition. Different evaluation methodologies are explored to develop a theoretical evaluation model for the effectiveness of a HR function. The results confirmed that the HR function is not effective in its role as strategic partner, and highlights significant differences in perception between the stakeholders and the HR function regarding its effectiveness. Recommendations were made on future transformation actions for the specific HR function. / Industrial & Organisational Psychology / M.A. (Industrial Psychology)

Martin Ivarsson, manager and part owner at Landeryd’s Mechanical Workshop (LMW), Landeryd, Sweden, initiated this project. This because of a new released ISO 9001 version that LMW has to implement before the 15th of September 2018 to remain certified. Since LMW is ISO 9001:2008 certified the project members only needed to identify the differences among the 2015 and 2008 version to see what LMW has to do to get certified. There are approximately 1.1 million ISO 9001 certificates issued worldwide. An ISO 9001 certification increase organizations ability to satisfy customer needs and customers can rely on that the products and services provided are of consistently good quality. ISO 9001 can also work as a tool to streamline the organization’s processes and make them more efficient. Since the ISO 9001 is reviewed every five year it helps organizations to keep current in an ever- changing world. Landeryd’s Mechanical Workshop has been ISO 9001 certified since 2002 and the “ISO- think” is deeply rooted within the company. LMW is a small owner-controlled company with only 18 employees. ISO 9001:2015 is applicable on different kinds of organizations in various scales. Comparing to previous versions of ISO 9001 the new version is more adaptable. This makes it more beneficial for the organizations but harder for the auditors that certifies. One major conclusion is that LMW will have more freedom of document handling with the new ISO version. This report highlights LMW’s status today in accordance to the new ISO 9001 version, and estimates how much effort that is needed for a successful revision. Readers of this report will benefit from the results, since much is applicable on all types of organizations or companies.