Manufacturing support services, operating as call centres, are one of the fastest growing and preferred means of service delivery in today's ever-changing manufacturing environment. The call centre has a significant potential to provide support to manufacturing organizations with business intelligence captured during contacts with customers. Research has shown that affective commitment is of particular significance in the workplace since this has been found to have the greatest impact on individuals performance, on-work behaviour and ultimately organisational effectiveness (Porter, Steers & Boulian 1974, Sung 2007, Shum 2008, Herscovitch 2002, Gong 2009). Meyer and Allen (1991) define affective commitment as a measure of the employee's emotional attachment to the organisation, the strength of identification with the goals of the organisation and strength of commitment to its success and continuous improvement. However, call centres are mechanistic structure models represented by close monitoring of words, stressful working loads, emotional exhaustion and burnout, and minor empowerment of employees. As a result employees lack affective commitment which detrimentally influences the service quality and has consequences such as high employee turnover and low customer satisfaction. Mechanistic structures are inward oriented structures that must be shielded from the environment but call centres are outward-facing entities. This firmly implies that call centres must be given a certain form of organic structure that will stimulate affective commitment building among employees and improve work conditions. This study aims to identify that by the implementation of an organic structure, through a systems engineering approach, to the design of manufacturing support services, the affective commitment of front-line employees will significantly increase, and due to that significant, but often counter-intuitive, benefits can be created. Conducted on a multiple-case design, three organisations were selected in this research study to collect both qualitative and quantitative data. Results were analysed for each case individually before it was analysed on inter-case basis. This has been done to show differences and similarities in patterns of data across the case studies. Results from the research show that structuring call centres around the principles of systems thinking will produce an organically structured support services department that will improve employees working conditions, and will formally institute the integration of call centre with other business units in the manufacturing organisation. The cross-case comparison revealed significant improvement in employees affective commitment level using organic structure when contrasted with employees working under mechanistic structure designs. It was revealed that by leveraging employee s affective commitment that significant benefits can be created at different levels in the organisation; an employee s level, managerial level, customer level, and the overall business level. A novel methodology for organic structures implementation, as a value creating model, was formulated. The emerged methodology consists of six major tasks and a decision making criteria. Results from this research indicate that there is a need for manufacturing organisations to structure their support services departments following organic structures that could provide a rewarding working experience for their employees while achieving organisational goals. The study makes an explicit practical contribution for manufacturing organisations in the selection of proper support service design and contribute substantially to the theory about manufacturing support services structures and management.

Thesis (MScEng (Industrial Engineering))--Stellenbosch University, 2008. / This thesis reports on a research project conducted at Stellenbosch University, focusing on the field of information management, and contributing to the development of an approach for structuring information in such a manner that context becomes apparent, which on its part assists persons (and groups of persons) in selecting useful information from a larger whole, given a certain context. This document is composed of three general sections. The first section is a literature study focusing on the following topics: (1) Information overload: The amount of information in the world, as well as its rate of generation is discussed, together with the notion of information overload, its causes, symptoms and possible solutions. (2) Information utilisation in organisations: General concepts concerning the utilisation of information in organisations are discussed, together with the manners in which organisations fail in efficiently utilising information, but also some examples where organisations have succeeded. (3) Information modelling: Various well-known information modelling approaches currently employed to improve information utilisation are discussed and compared. It is however mentioned that none of these approaches are sufficiently general, flexible and simple enough to assist typical organisational knowledge workers in efficiently interacting with information. The second section of this thesis focuses on the conceptual framework information modelling approach currently being investigated at Stellenbosch University as a means for improving the information utilisation efficiency of organisational knowledge workers. The basic concepts of the approach are discussed, and it is compared with the more well-known information modelling approaches mentioned in the literature study. The research being conducted on the approach is further briefly discussed, which includes the purpose of this thesis (which is the development of a methodology for conceptual framework implementation in organisations), the research method followed, and the thesis hypothesis, which is: Information represented by a conceptual framework implemented through the use of the developed conceptual framework implementation methodology, offer a truthful view on information found in an organisation. The methodology developed is subsequently discussed in terms of its phases and activities, each of which is discussed in terms of its description, the rationale behind and prerequisites of its execution, details of the manner of its execution, and the eventual outputs thereof. The final section of this thesis provides information on the validation of the conceptual framework implementation methodology described in the previous section, which were done in two parts. A theoretical validation was done through a comparison of the developed methodology with existing methodologies for the implementation of other information modelling approaches. A practical validation was also done through two case studies by which conceptual frameworks were implemented at two separate organisations. The document is finally concluded through a summary of the contents of this thesis, the outcome of the hypothesis test, and some closing remarks.

Submitted by TIAGO GRAJANIN DE SOUZA null (tiagograjanin@yahoo.com.br) on 2016-02-23T14:05:37Z No. of bitstreams: 1 FINAL.pdf: 3351182 bytes, checksum: 149018652e7adfb63815ed45f0d2b29b (MD5) / Approved for entry into archive by Ana Paula Grisoto (grisotoana@reitoria.unesp.br) on 2016-02-24T13:08:55Z (GMT) No. of bitstreams: 1 souza_tg_me_prud.pdf: 3351182 bytes, checksum: 149018652e7adfb63815ed45f0d2b29b (MD5) / Made available in DSpace on 2016-02-24T13:08:55Z (GMT). No. of bitstreams: 1 souza_tg_me_prud.pdf: 3351182 bytes, checksum: 149018652e7adfb63815ed45f0d2b29b (MD5) Previous issue date: 2016-01-19 / As vantagens de utilizar as Tecnologias da Informação e Comunicação (TIC) como ferramenta pedagógica são cada vez mais evidenciadas em publicações acadêmicas que demonstram que aplicadas ao ensino promovem a dinamização do conteúdo e da forma de transmiti-lo e, de modo geral, proporcionam autonomia e a criatividade aos alunos. Este trabalho apresenta uma investigação sobre as concepções metodológicas em relação ao uso e, sobretudo, à seleção e implantação de tecnologias da informação e comunicação por meio de uma revisão sistemática. A partir dos resultados da pesquisa foi proposta uma abordagem metodológica baseada em duas etapas que sistematizam o processo de seleção e implantação de TIC, levando em consideração as particularidades do ambiente escolar das instituições de ensino. Cada etapa está subdividida em passos que identificam fatores que quando não considerados podem gerar lacunas que venham a interferir no processo de ensino e aprendizagem. Para identificar e analisar o uso de TIC e a necessidade de uma abordagem metodológica nesse processo, foi realizada uma pesquisa a partir de um questionário aplicado aos gestores e professores de escolas públicas e particulares. Os resultados evidenciam que, apesar dos profissionais fazerem uso das TIC, as principais dificuldades ou necessidades estão relacionadas com a falta de planejamento para o seu uso o que poderia ser evitada com a aplicação de uma metodologia de seleção e implantação de TIC no processo de ensino e aprendizagem. / The advantages of using Information and Communication Technologies (ICT) as a pedagogical tool are increasingly evidenced in academic publications, showing that when applied to teaching they promote dynamic content and how to transmit it and, in general, provide autonomy and creativity to the students. This paper presents an investigation into the methodological conceptions regarding the use and, above all, to the selection and implementation of information technologies and communication through a systematic review. From the survey results, a methodological approach was proposed in two stages that systematize the process of selection and implementation of ICT, taking into consideration the particularities of the school environment of educational institutions. Each stage is divided into steps that identify factors that if not considered may cause gaps that may interfere with the process of teaching and learning. To identify and analyze the use of ICT and the need for a methodological approach in this process, a survey was conducted from a questionnaire administered to managers and teachers from public and private schools. The results show that despite the professionals using ICT, the main difficulties or needs are related to the lack of planning for their use, which could be avoided with the application of a methodology for selection and implementation of ICT in the teaching and learning process.

Connections of the World of Information Technologies and its surroundings are increasingly growing and nobody can be surprised that the key success business factors are, for instance, correct and consistent processes supported by informational system. To implement this kind of back-office system doesn't already mean to get a competitive advantage, so therefore systems which support a decision making (also noticed as MIS, management information system) are becoming a standard. Implementation of any information system in a specific environment is a complex process which contains a lot of methods, procedures and tools which are called together as a methodology. The main aim of this work is the concept of the implementation methodology for financial planning and controlling software. This concept is based on the exact software which is already implemented and used in practice all over the world, but its implementation is always a matter of the particular provider. However, the output of this work is the methodology which is used as an internal material in a company I work nowadays for, it can be also an inspiration or a formal order of the implementation of similar system. Whole work could be divided into three components which are leading to reach the main aim. First two fragments are introducing systems which support decision making, and they are also informing about current market situation and requirements of planning and controlling upheld by these tools. The third part is concerned with the implementation of information systems and it is introducing existing methodologies which are used within MIS implementations. The last part is fundamental and practical, it contains actual concept of the implementation methodology with its practical example.

The retail companies have a very conservative approach concerning IT expenses and innovations. Maybe for this reason, it is now the best time for changing an IT infrastructure and a complex retail solution. Most of the companies need to optimize their processes due to the financial crisis to achieve a competitive advantage. There are many differences among the retail companies - these differences may cause that an implementation of a software solution is tricky. It is important to be aware of such aspects when implementing the software solution. The main aim of this work is to design, extend and optimize a methodology of implementation of a complex retail solution. The new methodology is quite general - it might be used for an implementation of any POS solution. The goal of new methodology is to improve top line and margin. Finally, it shall bring a bigger satisfaction to the customer. I divided this work into several main chapters. First chapter is dedicated to the specifics of retail companies - how they work, which processes they use, how much they invest into the IT. The second part contains an analysis of POS solutions available on the Czech market and a brief description of the particular software solutions with their market share. The third part is dedicated to the RIM methodology designed by Microsoft Corporation. The fourth - and the main part of my work - contains an extension of the RIM methodology. In the final part I sum up the main achievements of this work and evaluate the new extended methodology. In the appendix, I compared some examples with the real figures to the new methodology.

Актуальность темы магистерской диссертации обусловлена возможностью практического применения методики внедрения портфеля проектов на кондитерские предприятия малого и среднего бизнеса. Научная новизна исследования заключается в разработке методики внедрения портфеля проектов в кондитерские предприятия и определении основных аспектов внедрения. Результаты работы: разработан портфель проектов для кондитерского предприятия «WOW Dessert». Практическая значимость: разработанный портфель проектов может быть внедрен в любое кондитерское предприятие малого и среднего бизнеса. Экономическая эффективность предлагаемых в диссертации мер по направлениям исследования обусловлена тем, что внедряемая информационная система окупится на восемнадцатом месяце после начала её проектирования и в последующем будет приносить стабильный доход компании. / The relevance of the topic of the master's thesis is due to the possibility of practical application of the methodology for introducing a portfolio of projects to confectionery enterprises of small and medium-sized businesses. The scientific novelty of the research lies in the development of a methodology for introducing a portfolio of projects into confectionery enterprises and determining the main aspects of implementation. Results of work: a portfolio of projects for the confectionery enterprise "WOW Dessert" was developed. Practical value: the developed portfolio of projects can be implemented in any small and medium-sized confectionery enterprise. The economic efficiency of the measures proposed in the dissertation in the areas of research is due to the fact that the implemented information system will pay off in the eighteenth month after the start of its design and will subsequently bring a stable income to the company.

This thesis deals about the methodology, implementation and evaluation of diagnostic work of units and structural elements of the residental building built on Gorkého street in Brno. The building is located in the premesis of the vicinity of The Faculty of Arts, where was the extensive reconstruction and also the final extension. The survey was conducted for this reason . The experimantal part of the thesis include a static assessment of the mansory wall.

Актуальность темы магистерской диссертации обусловлена возможностью практического применения методики внедрения CAD / CAM систем в стоматологические клиники. Научная новизна исследования состоит в том, проанализировано развитие ИТ в различных отраслях, определены преимущественные направления и инновационные эффекты от применения ИТ в отраслях промышленности. Результаты работы: разработан готовый проект внедрения CAD/CAM системы в стоматологическую клинику «Жемчуг» с учетом особенностей предприятия. Практическая значимость: разработанный план может быть внедрен в любую стоматологическую клинику при учете особенностей предприятия. Экономическая эффективность предлагаемых в диссертации мер обусловлена тем, что внедряемая CAD/CAM система окупится на двадцать четвертом месяце после начала ее опытной эксплуатации и в последующем будет приносить стабильный доход. / The relevance of the topic of the master's thesis is due to the possibility of practical application of the methodology for the implementation of CAD / CAM systems in dental clinics. The scientific novelty of the research consists in analyzing the development of IT in various industries, identifying the preferential directions and innovative effects from the use of IT in industries. Results of work: a ready-made project for the implementation of a CAD / CAM system in the dental clinic "Pearl" was developed, taking into account the characteristics of the enterprise. Practical significance: the developed plan can be implemented in any dental clinic, taking into account the characteristics of the enterprise. The economic efficiency of the measures proposed in the dissertation is due to the fact that the implemented CAD / CAM system will pay off in the twenty-fourth month after the start of its trial operation and subsequently will bring a stable income.

The purpose of the research is to propose and evaluate a methodology for implementing EDI to assist organisations in reaping the anticipated benefits. The research involved the systematic analysis of the state of the art of EDI and paradigms of methodologies, to define a model for the EDI implementation methodology, and to define criteria for evaluating such a model. The methodology was developed and modelled utilising the software process model, as adopted by Boehm (1988) and later duPlessis and van der Walt (1992), as a framework. Next a synthesis of the assimilated knowledge and brainstorming of project teams involved in EDI pilot projects, was used to systematically develop an EDI implementation methodology. The methodology was evaluated by utilising it in the implementation of EDI between two organisations, Computer Equipment Brokers (PTY) and Marksec (PTY). It was concluded that the methodology was efficient for implementing EDI. / Computing / M. Sc. (Information Systems)

The purpose of the research is to propose and evaluate a methodology for implementing EDI to assist organisations in reaping the anticipated benefits. The research involved the systematic analysis of the state of the art of EDI and paradigms of methodologies, to define a model for the EDI implementation methodology, and to define criteria for evaluating such a model. The methodology was developed and modelled utilising the software process model, as adopted by Boehm (1988) and later duPlessis and van der Walt (1992), as a framework. Next a synthesis of the assimilated knowledge and brainstorming of project teams involved in EDI pilot projects, was used to systematically develop an EDI implementation methodology. The methodology was evaluated by utilising it in the implementation of EDI between two organisations, Computer Equipment Brokers (PTY) and Marksec (PTY). It was concluded that the methodology was efficient for implementing EDI. / Computing / M. Sc. (Information Systems)