The Indian IT industry has grown at an impressive rate during the last decade. India's own competitive advantage in the software business is well known: cost-effectiveness, world-class quality, high reliability, and rapid delivery, all of it powered by state-of-the-art technologies. Software has penetrated different spheres of the Indian economy, namely Indian corporate sector, government and public sector units. Over the last decade, one of the sectors, which have felt the "heat" of software intrusion, has been the financial service. Indian banking industry, today is in the midst of an IT revolution. A combination of regulatory and competitive reasons have led to increasing importance of total banking automation in the Indian Banking Industry. The present level of computerization in Public Sector Banks is a result of these initiatives. RBI has also gone ahead in creating of nation wide and localized networks for integration of the entire financial system. The Software Packages for Banking Applications in India had their beginnings in the middle of 80s, when the Banks spurred on by RBI and the Rangarajan Committee Report, started computerizing the branches in a limited manner. A few software companies in the country have developed banking software products and most of the banks have adopted them. These products enable all the banks to automate their operations at the branches and corporate offices. The software companies develop 60% of the software in the company itself, which involves the development of modules, and the remaining 40% is done in the customer's site. This 40% is customization of the software. The success of these banking software products in the banks can be measured by studying the market share of the individual products, revenues earned by these products by the respective companies. The success of these products depends on the satisfaction of the users, using the software. To measure their satisfaction and arrive at those products that are performing well in terms of User satisfaction, the following objectives were designed in the present study. The objectives are: 1. To understand the attributes of the banking software products that are relevant to user/customer satisfaction. 2. To understand the user's perception of the above attributes. 3. To derive the key factors of user/customer satisfaction. 4. To develop an Importance-Performance map for the attributes of the software. Based on the literature review and the discussions held with the software professionals and bank employees, we identified few relevant variables like Implementation, Maintainability, Reliability, Security, User's Performance and Output which fall under the software related variables and variables like Vendor's meeting User's needs, Vendor's mktg skill, User involvement, Training and support, and Service falling under the vendor related variables. A structured questionnaire was developed based on these variables using a 5-pt likert scale and this instrument was checked for its construct and content validity and also Reliability by conducting Factor analysis and Computing Cronbach's alpha respectively on a small sample in the Pilot study. The questionnaire was modified and the final instrument was used for the main study. This questionnaire was administered on a sample of 141 in the main study. The collected data were subjected to Factor Analysis to arrive at the key factors of User satisfaction for banking software products. We obtained seven factors User's Performance, Output, and Vendor's Marketing skill, Implementation, Ease of Use, Security and Maintainability. The second part of the study plot an Importance -Performance Map for all the products on all variables which gives us the best performer. Since this was subjective analysis, we conducted ONE-WAY ANOVA on the data to arrive at the best performer. However, ANOVA could give only the top performer, but we were not able to identify the second best product. We computed the weighted scores for each of these products by giving weights to the variables and multiplying with the performance scores. The comparison of the total weighted scores of all the four products considered in the study helped us in ranking the products based on their performance. We obtained that Product 3 was on top followed by Product 4 and Product 1 and last was product 2. Based on these analyses we suggested the following to the software vendors: 1. The key factors identified in the study should be given the highest priority while developing and testing the software for conformance with the specifications. 2. Product 2 must be improved on variables like output by making the report generation more flexible and maintainability should be made easier by making additions more flexible without any errors. 3. Vendors of Product 1 and 2 should provide better user manuals using simple language and also train the bank employees in using the software, by involving employees during customization in a more informal way. 4. Vendor's of Product 3 and 4 should maintain the quality of their existing products respectively and try to improve them.

This essay, which is at once a literary critical examination and a theological exploration of the Hebraic scriptural book of Lamentations in relation to ancient Sumerian lament, employs a mixed critical approach (e.g., form, feminist, postmodern, reader response), to address various lyrical, contextual, and thematic elements common to both the biblical Lamentations and the older Sumerian compositions. Specific focus is given to issues of gender and gender-malleability, as well as the notion of "transgression" and the various meanings that may be attached to this word in various contexts, theological or otherwise. Also addressed is the means by which the lament genre reflects/reveals the ways in which individuals and communities attempt to construct meaning, or find solace, in the face of human suffering.

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-07-03T14:55:40Z No. of bitstreams: 1 Dissert JOSÉ AUGUSTO ROCHA.pdf: 1996024 bytes, checksum: 0cfc2db29c90df8ace21fe9118c5baf0 (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-07-10T14:52:24Z (GMT) No. of bitstreams: 1 Dissert JOSÉ AUGUSTO ROCHA.pdf: 1996024 bytes, checksum: 0cfc2db29c90df8ace21fe9118c5baf0 (MD5) / Made available in DSpace on 2017-07-10T14:52:24Z (GMT). No. of bitstreams: 1 Dissert JOSÉ AUGUSTO ROCHA.pdf: 1996024 bytes, checksum: 0cfc2db29c90df8ace21fe9118c5baf0 (MD5) Previous issue date: 2013-08-23 / A Tecnologia da Informação e Comunicação (TIC) tem modificado o relacionamento entre empresas, governo e sociedade civil e a adoção de práticas de governança e gerenciamento de serviços de TIC vem sendo, cada vez mais, utilizadas em busca do alinhamento com as estratégias de negócio, seja no setor público ou privado. No contexto da operação de serviços de TIC, uma Central de Serviços (Service Desk) é uma unidade funcional de vital importância, responsável por lidar com uma ampla variedade de demandas e deve ser o único ponto de contato para os usuários de TIC, tratando de todos os incidentes e requisições de serviço. Esta pesquisa apresenta como principal foco a necessidade de identificação da percepção dos níveis de exigências dos usuários internos quanto à importância e desempenho do Service Desk. A Análise Importância-Desempenho revelou ser uma técnica simples e de bastante utilidade, facilitando a análise dos resultados. Utilizando declarações do modelo SERVQUAL adaptadas para o presente estudo e, utilizando um questionário eletrônico, 130 usuários (40 da área finalística, 68 da área de gestão e 22 do staff da presidência) responderam a pesquisa. Os resultados finais revelaram que existe uma pequena diferença na percepção dos usuários (entre as áreas) e que todos os critérios de qualidade foram considerados como de moderada à grande importância, com a particularidade de que o desempenho ficou ligeiramente abaixo da importância, revelando necessidade de ações para promover melhoria da qualidade de serviços. / The Information Technology and Communication (ICT) area has changed the relationship between business, government and civil society. The adoption of corporate governance practices and management of ICT services has been used in pursuit of the alignment with business strategies, both in public and private sectors. In the context of the operation of ICT services, the Service Desk is a functional unit of vital importance, responsible for dealing with a variety of events and services and should be the single point of contact for ICT users, dealing with all incidents and service requests. This study presents as its main focus the need to survey the perception of the requirement levels of internal users on the importance and performance of the Service Desk. The Importance-Performance Analysis showed that the technique is simple and very useful, facilitating the analysis of the results. Using SERVQUAL statements adapted for this study, and an electronic questionnaire, 130 users (68 from technical area, 40 from management and 22 from presidency staff) responded to the survey. The final results revealed that there is little difference in users' perception and revealed that all quality criteria were considered moderate to high importance with the peculiarity that the performance was slightly below the importance, revealing the need for actions to promote improved quality of services.

This dissertation seeks to study the dynamics of the Rio Grande do Sul sheep production from the configuration of slaughterhose industry supply chains front cnsumer market requirements. Employed the strategy of mixed methods analysis, combining qualitative and quantitative approaches in conducting a multicase study. Therefore, three case studies were conducted from interviews in focal firms (slaughterhouse) in the municipalities of Santana do Livramento/RS, Pântano Grande/RS and Sapiranga/RS, interviews and questionnaires applied by the suppliers and customers of the focal firms and analysis of data from official records of the sheep industry in the State. The nature of the organizational forms of the slaughterhouse segment is checked based on the assumptions of supply chain management, through its strategic, structural and relational dimensions and the behavior of the various supply chains front requirements of the consumers is perceived through the analysis of the Importance-Performance Matrix, methodology proposed by Slack et al. (2009) and evaluated in the context of the present study. The differences and similarities in the slaughterhouse supply chains are exposed in the results, pointing to the diversity of organizational forms present in sheep meat production of Rio Grande do Sul and indicating a limitation of delimiters elements of a guiding the configuration of the supply chains of the slaughterhouse segment. It turns out that the use of the Importance-Performance Matrix in conjunction with the mesoanalitic approach of supply chains shown suitable as analysis methodology for the sector studied, providing an accurate vision of the relationship between the ways companies organize their supply chains and the specifics of demand. / A presente dissertação busca estudar a dinâmica da ovinocultura de corte do Rio Grande do Sul a partir da configuração das cadeias de suprimentos de empresas do segmento frigorífico frente aos requisitos do mercado consumidor. Emprega-se a estratégia de métodos mistos de análise, combinando as abordagens qualitativa e quantitativa na realização de um estudo multicaso. Para tanto, três estudos de caso foram realizados a partir de entrevistas em empresas focais (frigoríficos) nos municípios de Santana do Livramento/RS, Pântano Grande/RS e Sapiranga/RS, entrevistas e questionários aplicados junto à fornecedores e clientes das empresas focais, e, análise de dados oriundos de registros oficiais do setor ovino do estado. A natureza das formas organizacionais do segmento frigorífico é verificada com base nos pressupostos da gestão da cadeia de suprimentos, através de suas dimensões estratégica, estrutural e relacional, e, o comportamento das diferentes cadeias de suprimentos frente aos requisitos dos consumidores é percebido através da análise da Matriz Importância-Desempenho, metodologia proposta por Slack et al. (2009) e avaliada no contexto do presente estudo. As diferenças e semelhanças presentes nas cadeias de suprimentos dos frigoríficos são expostas nos resultados, apontando para a heterogeneidade de formas organizacionais presente na ovinocultura de corte do Rio Grande do Sul e indicando uma limitação de elementos conformadores de um padrão norteador na configuração das cadeias de suprimentos do segmento frigorífico. Verifica-se que a utilização da Matriz Importância-Desempenho em conjunto com a abordagem mesoanalítica de cadeias de suprimentos se mostra adequada como metodologia de análise para o setor estudado, proporcionando uma visão apurada da relação entre as formas como as empresas organizam suas cadeias de suprimentos e as especificidades da demanda.

本研究目的在建構個案學校翻轉教育的策略指標與探討其應用，除了提供個案學校對翻轉教育的回饋，亦提供有結構性的策略指標參照。研究方法上，先以文獻分析歸納整理相關指標，並與個案學校成員討論建構出學校翻轉教育之21項策略指標，接著以概念構圖法與集群分析整合學校成員對指標的重要性和執行率評估與分群以建立構面。最後求取各構面及指標權重，進行指標的重要-表現分析(IPA)，完成個案學校翻轉教育的策略指標體系。根據研究之結果與分析，歸納主要結論及建議如下： 一、結論 (一) 以概念構圖建構翻轉教育的4項構面與21項指標應用個案學校。 (二) 個案學校翻轉教育之重要性最高構面為「教師增能」。 (三) 個案學校翻轉教育之重要性最高的指標為「教師應有充足的備課時間」，其次為「提升教室的數位載具資源」、「教師所製作或選編之教學內容具吸引力」。 (四) 個案學校翻轉教育之執行表現最佳構面為「科技支援」；執行表現最差構面為「社群支持」。 (五) 個案學校翻轉教育之執行表現最佳指標為「提升教室的數位載具資源」，其次為「雲端課程平台分享」。 (六) 執行表現最差指標為「翻轉教學社群討論空間與時間安排」。 (七) IPA分析結果最急需改進的構面為「教師增能」。 (八) IPA分析結果最急需改進的指標為「教師應有充足的備課時間」，其次依序為「翻轉社群師資研習或學習機會」、「讓學生依照個別學習進度精熟學習」、「建立學生個人學習歷程檔案」、「教師能規劃翻轉學習之課程內容」。 (九) IPA分析的應用性。 二、建議 (一) 指標運用: 逕行利用指標繼續檢視翻轉教育歷程，利用指標繼續檢視個案學校往後的翻轉教育歷程。 (二) 應強化「教師增能」及「社群支持」。 (三) 應關注學生學習。 (四) 對未來研究之建議: 從個案研究的指標建構，推展至適用於全國性的樣本；持續針對指標系統做適當之更新。 / The purpose of this study is to construct the strategic indicators of school flipped education and to explore its application. In addition to providing individual case feedback on flip education, we also provide a structural reference to strategic indicators. As for research methods, by means of literature review, and discusses with the members of the case to construct 21 strategic indicators of school flipped education. Concept mapping questionnaire used to analyze the school members' opinion on the importance and implementation of each indicator and to help indicator selection. At last stage, find the weight of each indicator within each dimension and construct the system of indicators of school flipped education. The conclusions are follows: (1) This study constructs 4 main dimensions and 21 strategic indicators of school flipped education. (2) The highest aspect of the importance of school flipped education is " faculty enhancement ". (3) The most important indicator for flipped education is that "teachers should have sufficient preparation time" followed by "upgrading the classroom's digital vehicle resources" and "the teaching content produced or selected by teachers should be attractive." (4) The best performing aspect of the importance of school flipped education is "science and technology supporting"; the worst performing aspect is "community supporting". (5) The best indicator of the performance of school flipped education is "enhancement of digital mobile device in the Classroom" followed by "cloud-based course platform sharing". (6) The worst indicator of the performance of school flipped education is "flipped teaching community discussion space and schedule." (7) The most urgent aspect of IPA analysis is "faculty enhancement". (8) The most urgent indicator for IPA analysis is "teachers should have sufficient time for preparation", "community teachers' study or learning opportunities", "allowing students to master the learning process based on individual learning progress", " build student personal study files "," teachers can plan flip learning course content. " (9) The applicability of IPA analysis. According to the conclusions, some suggestions had been proposed: (1) Use of Indicators: Using indicators to continue to examine the course of overturning education, and using indicators to continue to examine cases of school rollover education in the future. (2) Teachers and community support should be strengthened. (3) Should pay attention to student learning. (4) Suggestions for future study: From the construction of indicators of case studies to the application of national samples; and continual updating of the indicator system.

The study identifies how different stakeholders perceive service quality improvement initiatives in public higher education institutions in Ethiopia. For this purpose, a mixed research methodology was employed. Furthermore, secondary data were collected from a variety of literature and primary data were collected from academic staff and final year students at public higher education institutions using the SERVQUAL scale and through focus group interviews. The collected data were analysed using both descriptive and inferential statistics. The research findings indicated that all dimensions of the service quality improvement initiatives were perceived by academic staff and studentsto be verypoor. The reasons for these poor or low perceptions were: the high expectationsof the stakeholders, the government’s intention to expand, lack of adequate knowledge regarding the implementation of the BPR process, the lack of motivation by service providers, poor management and the lack of good governance by the universities, inexperienced workers, non-empowered and task specific frontline employees, the low quality of the infrastructure, non-value adding hierarchical structures and approval systems, ethical problems with some service providers, the high staff turnoverand the lack of experienced staff. In addition, at all new universities, construction is underway and as a result,there are problems such as the poor state of the dormitories, classes,bathrooms, recreation areas, lounges, TV rooms, sport fields and internet connectivity, while the libraries are not well stocked with books and periodicals either. This study has recommended that the institutions should have standardised instruments that can be used to measure the status of service quality improvement and deliveryperiodically and to identify the areas that have the highest perceived performance gap scores in order to redeploy some of the resources. It also needs to be pointed out that the service providers lack sufficient knowledge and skillsconcerning the implementation of BPR, thus training is recommended in this regard.It is further recommended that for effective implementation of the BPR process, the importance of the provision of different guiding documents, continuous monitoring of activities and top management support should be kept in mind. / Educational Leadership and Management / D. Ed. (Educational Management)

The study identifies how different stakeholders perceive service quality improvement initiatives in public higher education institutions in Ethiopia. For this purpose, a mixed research methodology was employed. Furthermore, secondary data were collected from a variety of literature and primary data were collected from academic staff and final year students at public higher education institutions using the SERVQUAL scale and through focus group interviews. The collected data were analysed using both descriptive and inferential statistics. The research findings indicated that all dimensions of the service quality improvement initiatives were perceived by academic staff and studentsto be verypoor. The reasons for these poor or low perceptions were: the high expectationsof the stakeholders, the government’s intention to expand, lack of adequate knowledge regarding the implementation of the BPR process, the lack of motivation by service providers, poor management and the lack of good governance by the universities, inexperienced workers, non-empowered and task specific frontline employees, the low quality of the infrastructure, non-value adding hierarchical structures and approval systems, ethical problems with some service providers, the high staff turnoverand the lack of experienced staff. In addition, at all new universities, construction is underway and as a result,there are problems such as the poor state of the dormitories, classes,bathrooms, recreation areas, lounges, TV rooms, sport fields and internet connectivity, while the libraries are not well stocked with books and periodicals either. This study has recommended that the institutions should have standardised instruments that can be used to measure the status of service quality improvement and deliveryperiodically and to identify the areas that have the highest perceived performance gap scores in order to redeploy some of the resources. It also needs to be pointed out that the service providers lack sufficient knowledge and skillsconcerning the implementation of BPR, thus training is recommended in this regard.It is further recommended that for effective implementation of the BPR process, the importance of the provision of different guiding documents, continuous monitoring of activities and top management support should be kept in mind. / Educational Leadership and Management / D. Ed. (Educational Management)

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