Made available in DSpace on 2016-12-23T14:07:28Z (GMT). No. of bitstreams: 1 DissertacaoMestradoRodrigoBonfaDrago.pdf: 3999277 bytes, checksum: b9b03d58f60a9f3c894c805a35a87dcc (MD5) Previous issue date: 2006-04-12 / Conselho Nacional de Desenvolvimento Científico e Tecnológico / The increasing complexity in the networks and applications with the new demands for distributed information technology (IT) services has changed the way systems are managed. The focus has moved from device-oriented management to service-oriented management. Currently, small and large companies demand an IT infrastructure to support their business, and such infrasctructure has to be monitored. Quantitative metrics should be measured and used to get a feedback about the IT environment functionalities. This work proposes a web-based network service management system that use open standards and free software to help the practice of Service Level Management (SLM) at IT environments. A metric here named Service Availability Index - is presented as a way to measure the IT environment system functionalities. To validate the prototype developed for the system proposed, a case study is presented and the main results are analyzed. / Devido ao crescimento da complexidade das redes e aplicações e à necessidade de serviços de TI (Tecnologia da Informação) distribuídos, houve uma mudança na forma pela qual os sistemas são gerenciados. O foco moveu-se da gerência orientada a dispositivos para a gerência orientada a serviços. Atualmente, pequenas e grandes organizações precisam de uma infra-estrutura de TI para suportar seus negócios, e esta infra-estrutura deve ser monitorada a fim de garantir o seu bom funcionamento. Métricas quantitativas devem ser medidas e utilizadas para se obter um feedback a respeito do funcionamento do ambiente de TI. Este trabalho propõe um sistema de gerência de serviços de rede, baseado em web, que utiliza padrões abertos e software livre, para ajudar na prática do Gerenciamento de Nível de Serviço (SLM Service Level Management) em ambientes de TI. Uma métrica aqui chamada de Índice de Disponibilidade de Sistema - IDS é considerada como uma maneira de medir a funcionalidade dos sistemas de ambientes de TI. A fim de validar o protótipo desenvolvido para o sistema proposto, um estudo de caso é apresentado e os principais resultados são analisados.

Cette thèse a pour objectif de déterminer les facteurs explicatifs de la fidélité à l’enseigne - marque de service dans le contexte du pays émergent en intégrant le management de service et le marketing relationnel. Elle se compose de deux parties. La première partie permet de clarifier le concept de la fidélité à l’enseigne-marque de service selon une approche historique, conceptuelle et pluridisciplinaire. Elle vise à mieux comprendre la nature économique, culturelle, socio-démographique des pays émergents. Après une étude qualitative exploratoire, elle propose un modèle conceptuel de la fidélité du consommateur en combinant l’ensemble des concepts de l’expérience de service (qualité de service, image corporate) et de la relation client-marque (confiance, attachement). La deuxième partie est consacrée au test des hypothèses et à l’analyse des résultats suite à une enquête quantitative réalisée auprès des consommateurs bancaires vietnamiens. Les données sont traitées par les méthodes des équations structurelles, d’analyse des effets médiateurs simples et multiples, et la méthode d’orthogonalisation. Les résultats précisent la nécessité de concilier l’approche servicielle et relationnelle dans les études de la fidélité. Plus précisément : Valider l’impact direct et positif de toutes les variables centrales sur la fidélité du consommateur en soulignant le rôle pivot de la qualité perçue de service ; Valider l’impact indirect et positif de la qualité perçue, de l’image sur la fidélité à travers la confiance et l’attachement; Détecter et valider l’effet modérateur des variables contextuelles de la conformité sociale et de la familiarité du consommateur des pays émergents. / The objective of this thesis is to determine the factors explaining the service encounter/brand loyalty in the context of an emerging country by integrating service management and relationship marketing. It consists of two parts.The first part deals with the conceptual framework of this research. It clarifies the concept of service encounter/brand loyalty from a historical, conceptual and multidisciplinary approach. Second, it aims to better understand the demographic, economic and cultural nature of emerging countries. Finally, this section proposes, after an exploratory qualitative study, a conceptual model of customer loyalty by combining all of the concepts of the service experience (perceived service quality, corporate image) and customer - brand relationship (trust, attachment).The second part presents the empirical framework. It is dedicated to assumptions testing and results analyzing based on a quantitative survey of Vietnamese banking consumers. The data are processed by the methods of structural equation analysis, single and multiple mediating effects, and orthogonalization method. The results indicate the need to balance the service-based and relational approach in studies of loyalty. More specifically: i. Validate the direct and positive impact of all central variables on the customer loyalty by highlighting the pivotal role of the perceived quality of service; ii. Validate indirect and positive impact of perceived quality and corporate image on loyalty through trust and attachment; and iii. Detect and validate moderating effect of contextual variables of social compliance and familiarity of the consumer in emerging markets.

The dissertation is devoted to the analysis of the environment and the future prospects of special libraries. Knowledge has been achieved by direct observation, conceptual modeling and content analysis of scientific documents. Universum of special library can be expressed as an entity- relational model. Document services, which are based on the theoretical framework of information management, are proving to be the most important service in special libraries. Management of special libraries is based on knowledge of the information needs of the user community and the methodology of library processes. Library services are interconnected and the system can be expressed in the form of mind maps. Processes and services of special libraries can provide data for information-science research.

Many organisations recognise the importance of Information Management (IM) and are implementing it into the structure and culture of their organisation and the roles of their managers and employees. More and more, organisations are thinking and operating strategically - their very survival depends on information. Information is the lifeblood of an organisation. An essential part of any business strategy is consideration of how information systems strategy supports change. Experts agree that information management has become a competitive necessity for all types of companies. The organisations that will succeed in the global information environment are those that can identify the value of information. One of the biggest problems facing managers today at all levels is the problem of investing in and using technology efficiently, especially Information Technology (IT). Business intelligence enables organisations to make well informed business decisions and thus can be the source of competitive advantages. This is especially true when companies are able to extrapolate information from indicators in the external environment and make accurate forecasts about future trends or economic conditions. Business intelligence becomes a top initiative and investment priority for Chief lnformation Officers (CIOs) and Chief Executive Officers (CEOs). This dissertation addressed the need to identify the most important information management components as a foundation for the more in-depth discussion on information management principles and best practices in broad base industries. The elements of information management that appear the most frequent in the literature study indicate that authors place high priority on the following components: • Information security • Information management governance • IT standardisation • Regulatory requirements for information management • Business intelligence • Virtual collaboration • Management of service outsourcing • Selection of service providers • Project management • Change management • Risk management • Asset management • Knowledge management • Business processes • Balanced scorecard • Benchmarking • Competitive Intelligence • Business partnering. The empirical study was conducted in six phases. The first phase consisted of establishing a framework of information management best practices in broad base industries and the second phase was to develop a preliminary measuring instrument to investigate the perceptions of the sampling population on information management best practices. Phase three consisted of a pilot study in the development of a questionnaire. Phase four was to investigate perceptions of information management best practices in broad base industries. The analysis model was developed based on the criteria evaluated using advanced statistical procedures. The five most important components of information management that were identified were Business processes, Information security, Business intelligence, Risk management, and Information management governance. The best practices for these five most important components of information management were also identified. The five highest ranking best practices were: Virus control implemented; Information management strategy aligned with business goals; Documented business processes; Risk management framework implemented; and Support and training in place. Phase five was to describe the results of the empirical study for information management best practices in broad base industries, Phase six was to compare the perception what the information management best practices are as perceived by companies from broad base industries. The most uniform perception was identified for the information management component 'Business Intelligence'. On average, it was rated almost equally by all participants. On the other hand, there is a significant difference in perception from all industry segments and the whole industry for 'Risk Management'. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2007.

O monitoramento da razão Z de duas variáveis através de gráfico de controle tem sido um tema recentemente explorado na literatura. Para analisar mais o assunto, o estudo avalia a eficiência e viabilidade de aplicação dessa ferramenta como suporte na tomada de decisão para gerenciamento de capacidade de mão de obra de retaguarda (doravante mencionado como Backoffice) de serviço de empresa do setor bancário. Tradicionalmente, gráficos de controle tem sido utilizados para monitorar o processo produtivo de manufaturas, mas recentemente tem sido adotado para monitoramento de alguns serviços. Apesar de ainda seguir muitos conceitos pioneiros na manufatura, a atividade do setor de serviços apresenta suas particularidades como, por exemplo, a impossibilidade de gerar estoque. Assim, a necessidade de adequar seus recursos à demanda torna-se essencial, sendo fundamental a gestão de controles e sua urgência para que possa reagir rapidamente em caso de variação de demanda e adequar sua capacidade. Em um cenário de restrição de recursos, planejar é crucial para evitar desperdícios e garantir eficiência. O objetivo deste estudo é apresentar o gráfico de controle como ferramenta para monitorar a razão de duas variáveis aleatórias: a demanda e a mão de obra em Backoffice de serviço em um banco. Nesse trabalho, gráfico de controle de Shewhart tradicional e gráfico de controle de Shewhart com regras suplementares são analisados e os resultados obtidos confirmam a possibilidade de utilização da ferramenta de gráficos de controle para o gerenciamento e adequação de mão de obra para atender a demanda. O monitoramento da razão (demanda/ mão de obra) ajudará o gestor a alocar adequadamente o time (mão de obra) de acordo com a demanda e a capacidade produtiva. Como contribuição, o estudo avalia o comportamento da razão Z = X/Y em situação de alta variabilidade da variável X e baixa variabilidade da variável Y . / The monitoring of the ratio Z of two variables through control chart has been recently explored in the literature. This study analyses the efficiency and viability of this tool as a support to the manager\'s decision in capacity management of a Backoffice service in a business banking service. Traditionally, control charts have been used to monitoring production process in manufacturing companies, but recently it has been adopted in monitoring some classes of services. Although many pioneering definitions developed for manufacturing are still applied in the service activities, the service industry has some particularities as the impossibility to generate stock, for example. Thus, the need to adapt the resources of manpower to attend the demand becomes essential mainly in a current financial global crisis, with resource constraints. The control management is fundamental and urgent to plan a fast reaction to adequate its capacity in case of a large demand variation. Thus, monitoring is crucial to avoid vast and ensure efficiency. The aim of this paper is to present a control chart to monitor the ratio of the two random quantities: the demand and the labor of a Backoffice service in a business banking service. In this paper, traditional Shewhart and Shewhart with supplementary rules control charts are considered and the results confirmed the possibility to apply the control charts to help the management to adequate the manpower in order to attend the demand. The monitoring of the ratio (demand/manpower) will help the manager to allocate adequately the team (the manpower) according to the demand and the production capacity. The contribution of this study is the analysis of the behavior of the ratio Z = X/Y in situation of large variability of the variable X and low variability of the variable Y .

Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2007.

Many organisations recognise the importance of Information Management (IM) and are implementing it into the structure and culture of their organisation and the roles of their managers and employees. More and more, organisations are thinking and operating strategically - their very survival depends on information. Information is the lifeblood of an organisation. An essential part of any business strategy is consideration of how information systems strategy supports change. Experts agree that information management has become a competitive necessity for all types of companies. The organisations that will succeed in the global information environment are those that can identify the value of information. One of the biggest problems facing managers today at all levels is the problem of investing in and using technology efficiently, especially Information Technology (IT). Business intelligence enables organisations to make well informed business decisions and thus can be the source of competitive advantages. This is especially true when companies are able to extrapolate information from indicators in the external environment and make accurate forecasts about future trends or economic conditions. Business intelligence becomes a top initiative and investment priority for Chief lnformation Officers (CIOs) and Chief Executive Officers (CEOs). This dissertation addressed the need to identify the most important information management components as a foundation for the more in-depth discussion on information management principles and best practices in broad base industries. The elements of information management that appear the most frequent in the literature study indicate that authors place high priority on the following components: • Information security • Information management governance • IT standardisation • Regulatory requirements for information management • Business intelligence • Virtual collaboration • Management of service outsourcing • Selection of service providers • Project management • Change management • Risk management • Asset management • Knowledge management • Business processes • Balanced scorecard • Benchmarking • Competitive Intelligence • Business partnering. The empirical study was conducted in six phases. The first phase consisted of establishing a framework of information management best practices in broad base industries and the second phase was to develop a preliminary measuring instrument to investigate the perceptions of the sampling population on information management best practices. Phase three consisted of a pilot study in the development of a questionnaire. Phase four was to investigate perceptions of information management best practices in broad base industries. The analysis model was developed based on the criteria evaluated using advanced statistical procedures. The five most important components of information management that were identified were Business processes, Information security, Business intelligence, Risk management, and Information management governance. The best practices for these five most important components of information management were also identified. The five highest ranking best practices were: Virus control implemented; Information management strategy aligned with business goals; Documented business processes; Risk management framework implemented; and Support and training in place. Phase five was to describe the results of the empirical study for information management best practices in broad base industries, Phase six was to compare the perception what the information management best practices are as perceived by companies from broad base industries. The most uniform perception was identified for the information management component 'Business Intelligence'. On average, it was rated almost equally by all participants. On the other hand, there is a significant difference in perception from all industry segments and the whole industry for 'Risk Management'. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2007.

O monitoramento da razão Z de duas variáveis através de gráfico de controle tem sido um tema recentemente explorado na literatura. Para analisar mais o assunto, o estudo avalia a eficiência e viabilidade de aplicação dessa ferramenta como suporte na tomada de decisão para gerenciamento de capacidade de mão de obra de retaguarda (doravante mencionado como Backoffice) de serviço de empresa do setor bancário. Tradicionalmente, gráficos de controle tem sido utilizados para monitorar o processo produtivo de manufaturas, mas recentemente tem sido adotado para monitoramento de alguns serviços. Apesar de ainda seguir muitos conceitos pioneiros na manufatura, a atividade do setor de serviços apresenta suas particularidades como, por exemplo, a impossibilidade de gerar estoque. Assim, a necessidade de adequar seus recursos à demanda torna-se essencial, sendo fundamental a gestão de controles e sua urgência para que possa reagir rapidamente em caso de variação de demanda e adequar sua capacidade. Em um cenário de restrição de recursos, planejar é crucial para evitar desperdícios e garantir eficiência. O objetivo deste estudo é apresentar o gráfico de controle como ferramenta para monitorar a razão de duas variáveis aleatórias: a demanda e a mão de obra em Backoffice de serviço em um banco. Nesse trabalho, gráfico de controle de Shewhart tradicional e gráfico de controle de Shewhart com regras suplementares são analisados e os resultados obtidos confirmam a possibilidade de utilização da ferramenta de gráficos de controle para o gerenciamento e adequação de mão de obra para atender a demanda. O monitoramento da razão (demanda/ mão de obra) ajudará o gestor a alocar adequadamente o time (mão de obra) de acordo com a demanda e a capacidade produtiva. Como contribuição, o estudo avalia o comportamento da razão Z = X/Y em situação de alta variabilidade da variável X e baixa variabilidade da variável Y . / The monitoring of the ratio Z of two variables through control chart has been recently explored in the literature. This study analyses the efficiency and viability of this tool as a support to the manager\'s decision in capacity management of a Backoffice service in a business banking service. Traditionally, control charts have been used to monitoring production process in manufacturing companies, but recently it has been adopted in monitoring some classes of services. Although many pioneering definitions developed for manufacturing are still applied in the service activities, the service industry has some particularities as the impossibility to generate stock, for example. Thus, the need to adapt the resources of manpower to attend the demand becomes essential mainly in a current financial global crisis, with resource constraints. The control management is fundamental and urgent to plan a fast reaction to adequate its capacity in case of a large demand variation. Thus, monitoring is crucial to avoid vast and ensure efficiency. The aim of this paper is to present a control chart to monitor the ratio of the two random quantities: the demand and the labor of a Backoffice service in a business banking service. In this paper, traditional Shewhart and Shewhart with supplementary rules control charts are considered and the results confirmed the possibility to apply the control charts to help the management to adequate the manpower in order to attend the demand. The monitoring of the ratio (demand/manpower) will help the manager to allocate adequately the team (the manpower) according to the demand and the production capacity. The contribution of this study is the analysis of the behavior of the ratio Z = X/Y in situation of large variability of the variable X and low variability of the variable Y .

Supply Chain Event Management (SCEM) bezeichnet eine Teildisziplin des Supply Chain Management und ist für Unternehmen ein Ansatzpunkt, durch frühzeitige Reaktion auf kritische Ausnahmeereignisse in der Wertschöpfungskette Logistikleistung und -kosten zu optimieren. Durch Rahmenbedingungen wie bspw. globale Logistikstrukturen, eine hohe Artikelvielfalt und volatile Geschäftsbeziehungen zählt die Modeindustrie zu den Branchen, die für kritische Störereignisse besonders anfällig ist. In diesem Sinne untersucht die vorliegende Dissertation nach einer Beleuchtung der wesentlichen Grundlagen zunächst, inwiefern es in der Modeindustrie tatsächlich einen Bedarf an SCEM-Systemen gibt. Anknüpfend daran zeigt sie nach einer Darstellung bisheriger SCEM-Architekturkonzepte Gestaltungsmöglichkeiten für eine Systemarchitektur auf, die auf den Designprinzipien der Serviceorientierung beruht. In diesem Rahmen erfolgt u. a. auch die Identifikation SCEM-relevanter Business Services. Die Vorzüge einer serviceorientierten Gestaltung werden detailliert anhand der EPCIS (EPC Information Services)-Spezifikation illustriert. Abgerundet wird die Arbeit durch eine Betrachtung der Nutzenpotenziale von SCEM-Systemen. Nach einer Darstellung von Ansätzen, welche zur Nutzenbestimmung infrage kommen, wird der Nutzen anhand eines Praxisbeispiels aufgezeigt und fließt zusammen mit den Ergebnissen einer Literaturrecherche in eine Konsolidierung von SCEM-Nutzeffekten. Hierbei wird auch beleuchtet, welche zusätzlichen Vorteile sich für Unternehmen durch eine serviceorientierte Architekturgestaltung bieten. In der Schlussbetrachtung werden die wesentlichen Erkenntnisse der Arbeit zusammengefasst und in einem Ausblick sowohl beleuchtet, welche Relevanz die Ergebnisse der Arbeit für die Bewältigung künftiger Herausforderungen innehaben als auch welche Anknüpfungspunkte sich für anschließende Forschungsarbeiten ergeben.