Background: The administrators, managers, and leaders of criminal justice organizations experience a plethora of processes that impact the strategic, tactical, and operational facets of their respective organizations. Sound processes are central to effectively and efficiently managing criminal justice organizations and for facilitating the optimal operations of the organization. Such management characteristics are necessary to render public services towards the goals of deterring crime and maintaining societal order. Administrating and managing criminal justice organizations involves paradigms that favor process improvement and quality of processes. Existing methods include the Compstat paradigm Total Quality Management, business process management, business process improvement, business process reengineering, standards, legislation, policy, and Six Sigma. However, such paradigms not approach process improvement from the unique perspective of process maturity as a foundational basis. Additionally, no solitary foundational basis exists that uniquely addresses organizational process improvement issues, regarding criminal justice entities, from the perspective of evolutionary process maturation through time. This research examines the potential of adapting the Capability Maturity Model Integrated (CMMi) as a foundational process improvement framework among criminal justice organizations. Within the CMMi framework, process improvement begins from a state of random, ad hoc processes and culminates in a state of highly optimized processes. Through time, process maturation occurs through five primary stages sequentially: 1) random, 2) managed, 3) defined/specific, 4) quantitatively managed, and 5) optimized. This research explores the potential of leveraging the CMMi paradigm as a form of organizational process improvement within the criminal justice domain. Scope of the Study: This research investigated the potential for adapting the Capability Maturity Model (Integrated) (CMMi) within the criminal justice domain. A derivative maturity model framework, the Criminal Justice Maturity Model (CJMM), was crafted using the CMMi concept as its foundational premise. A Likert scale survey was implemented to investigate the perceptions of personnel regarding process improvement initiatives and their work settings. This study was constrained to the criminal justice domains of the states of Alabama and Mississippi. Data processing encompassed demographic descriptions of the survey instrument and the received responses, ANOVA, Chi-Square analysis, and the Cronbach Method. Stratifications involved separating the survey responses into classifications of Alabama versus Mississippi entities, urban versus rural entities, and management versus non-management entities. Findings and Conclusions: The conclusions of this research failed to show that all five levels of the maturity model framework appear to be separately perceived among the respondents. Therefore, per each individual stage of the maturity model framework, this research failed to show conclusively that the complete maturity model framework is adaptable among administrative settings in the criminal justice domain and that process maturity issues among respondent settings are addressed via a process maturity framework. Because this research failed to show the perceived characteristics of all five maturity levels of the maturity model framework separately, it is concluded that the criminal justice administrative settings of the respondents do not conform completely to the tenets of the CMMi paradigm. Future studies were recommended to pursue additional approaches of this research project. This study represents an initial starting point from which several future endeavors may be initiated. / Criminology and Security Science / D. Litt. et Phil. (Police Science)

Although Enterprise 2.0 collaboration technology toolsets present enterprises with a significant amount of business benefits, such as improved enterprise communication, collaboration, creativity and innovation; nevertheless, enterprises are still facing tremendous challenges in promoting and sustaining end-user adoption. The challenges associated with the adoption and promotion of Enterprise 2.0 collaboration technologies can often be linked to a resistance to change, a closed culture environment, and concerns pertaining to information security, technology complexity, as well as an unclear enterprise collaboration technology strategic roadmap. The primary objective of this study was to determine how generic guiding principles could facilitate the adoption and promotion of Enterprise 2.0 collaboration technologies within an enterprise environment. In support of the primary objective, our sub-objectives were to identify the challenges that enterprises, as well as enterprise end-users experience when adopting and promoting Enterprise 2.0 collaboration technologies, as well as to explore and describe the critical success factors for adopting and promoting Enterprise 2.0 collaboration technologies. A case study technique was used to gather the data from a large South African information and communications technology (ICT) enterprise operating within the retail sector based in Johannesburg. Enterprise end-users that formed part of the case study were selected by using purposive sampling. The end-users were selected, based on their experience, project sponsorship, as well as the project-participation roles performed in the adoption of their Enterprise 2.0 collaboration technology toolset. Semi-structured interviews were conducted on three (3) end-users, comprising a business analyst, a technology specialists and a senior executive. Furthermore, administered questionnaires were completed by five (5) end-users, who actively use their Enterprise 2.0 collaboration technology toolset on a daily basis, performing operational, as well as business administrative tasks. This study used a qualitative research approach. Since validity forms a vital role in any qualitative study, this research study incorporated three validity approaches, including: the theoretical, internal and external approaches. The theoretical and external validity approaches were used to validate the identified guiding principles through a systematic review of the existing literature, as well as reviews and comments obtained from two subject-matter experts representing independent enterprises. Furthermore, internal validity was employed to complement and substantiate the research findings, consisting of project documents and reports made available by the enterprise. The main contribution in this research study is a set of ten (10) guiding principles that could be applied by enterprises either planning to, or in the process of adopting an Enterprise 2.0 collaboration technology toolset. Furthermore, the guiding principles could assist enterprises in formulating a Enterprise 2.0 collaboration technology adoption strategy, incorporating key adoption elements, including commitment, promotion and sustainability. / Computing

Thesis (PhD)-- Stellenbosch University, 2013. / ENGLISH ABSTRACT: A telemedicine service is a healthcare service (-medicine) that is delivered over a distance (tele-). The interest in the potential of telemedicine to increase the quality, accessibility, utilization, e ciency and e ectiveness of healthcare services is fuelled by the rapid development of information and communication technology (ICT) and connectivity. Despite this potential, the success rate of telemedicine services disappoints. Many mistakes in the implementation of telemedicine services are repeated over and over again and best practices are not captured and replicated. This study responds to the need for reference models for the assessment and optimization of telemedicine services in a consistent, systematic and systemic way. Maturity models are reference models that describe typical patterns in the development of organizational capabilities and depict a sequence of stages towards the desired state. Many reference models exist that are applicable to telemedicine services, but none of these provide guidance for the optimization of services, like a maturity model does. Many maturity models exist within a health systems context, but none of these can be applied "as is" to telemedicine services. In this study an iterative top-down design approach is followed to develop a Telemedicine Service Maturity Model (TMSMM). This model facilitates the assessment of a telemedicine service on micro, meso, and macrolevel along all the domains that comprise the telemedicine health system. Sets of capability statements are de ned, which follow each other in a cumulative manner, hence providing a maturation path towards the desired maturity state. These sets of capability statements provide yardsticks according to which quantitative values are allocated to an intangible concept, such as maturity. Once an individual service is assessed, further actions towards the optimization of the service can be derived from these yardsticks. The multidimensional design of the TMSMM, as well as the fact that capability statements facilitate the consistent quanti cation of maturity, makes it possible to analyze the aggregated results of cohort of services. To accomplish this, principles of business intelligence and data warehouse design are applied together with online analytic processing (OLAP) procedures. The TMSMM addresses the previously unful lled need for a reference model to assess and optimize telemedicine services in a consistent, systematic and systemic way. This study spans several academic and professional domains and thereby contributes to the scienti c world of telemedicine and ehealth. / AFRIKAANSE OPSOMMING: 'n Telegeneeskunde diens is 'n gesondheidsdiens (-geneeskunde) wat oor 'n afstand gelewer word (tele-). Met die snelle ontwikkeling van inligtings-en kommunikasietegnologie hou telegeneeskunde die potensiaal in om die kwaliteit, toeganklikheid, benutting, doelmatigheid en doeltre endheid van gesondheidsdienste te verhoog. Ten spyte van hierdie potensiaal, stel die aantal onsuksesvolle telegeneeskunde dienste teleur. Heelwat foute in die implementering van telegeneeskundedienste word oor en oor gemaak, terwyl die beste praktyke nie vasgevang en herhaal word nie. Hierdie studie is onderneem in reaksie op die behoefte aan 'n verwysingsmodel vir die assessering en optimering van telegeneeskunde dienste op 'n konsekwente, sistematiese en sistemiese manier. Volwassenheidsmodelle is verwysingsmodelle wat tipiese patrone in die ontwikkeling van organisatoriese vermoeëns beskryf. Dit stip 'n aantal fases neer wat uiteindelik behoort te lei na die ideale organisatoriese toestand. Daar bestaan verskeie verwysingsmodelle wat van toepassing is op telegeneeskunde dienste, maar geeneen daarvan gee leiding met die oog op die optimering van die diens, soos in die geval van 'n volwassenheidsmodel nie. In hierdie studie word 'n iteratiewe van-bo-na-onder ontwerpsbenadering gevolg om 'n telegeneeskunde volwassenheidsmodel (TMSMM) te ontwikkel. Hierdie model fasiliteer die assessering van 'n telegeneeskunde diens op 'n mikro-, mesoen makrovlak en met betrekking to al die fasette waaruit 'n telegeneeskunde stelsel bestaan. 'n Aantal vermoeëstellings is gede nieer. Hierdie stellings volg op mekaar en akkumuleer om sodoende 'n volwassenheidspad na die verlangde toestand aan te dui. Hierdie vermoeëstellings verskaf maatstawwe waarvolgens kwantitiewe waardes toegeken kan word aan 'n ontasbare konsep, soos volwassenheid. Sodra 'n individuele diens geassesseer is, kan verdere aksies met die oog op die optimering van die diens afgelei word. Die multidimensionele ontwerp van die TMSMM, tesame met die feit dat die vermoeëstellings volwassenheid op 'n konsekwente manier kwanti seer, maak dit moontlik dat die data van 'n kohort dienste saamgevoeg kan word met die oog op analise. Beginsels van besigheidsintelligensie, datastoorontwerp asook aanlyn analitiese prosessering (OLAP) word hiervoor ingespan. Die TMSMM spreek tot die voorheen onvervulde behoefte aan 'n verwysingsmodel waarmee telegeneeskunde dienste geassesseer in geoptimeer word in 'n konsekwente, sistematiese en sistemiese manier. Hierdie studie strek oor verskeie akademiese en professionele domeine en lewer sodoende 'n bydrae tot die multidissiplinêre wetenskapswêreld van telegeeskunde en e-gesondheid.

This article aims to turn the attention of researchers and practitioners in the innovation and engineering management field towards a more fine grained view on the influence of Information Technologies (IT) and New Product Development (NPD) capabilities on innovation outcomes in different stages of maturity. Computer Aided Innovation (CAI), as a specific but often overlooked category of IT-tools for innovation activities, is introduced as having the potential to positively influence the innovation supporting capabilities. Based on current and emerging developments in the fields of CAI and NPD, a revised version of the conceptual model of the CAI-NPD-systems maturity framework is proposed.

This diploma thesis is dedicated to the examination of maturity levels of the rescue service of the central bohemian region. Furthermore to using the results of the examination to formulate recomandations in order to ease possible effort of the management to introduce approaches of the process management into the organization. Levels of maturity are examined by the factors identified by Mike Hammer in his PEMM (Process and Enterprise Maturity Model) model. Whole document is logically divided into four parts. The first part consists of detail description of the organization from three different angles. Purpose of the organization, strategic goals of the management and the organizational structure. Second part includes global and detail business process models created by the MMABP (Methodology for Modelling and Analysis of Business Process) by prof. Ing. Václav Řepa Csc. The models are created in the BPMN (Business Process Modelling Notation) and Eriksson-Penker notation. There are also included process interfaces and object lifecycles in the second part. Third part is where the comparison of described reality and the PEMM model factors of maturity is being made. All the maturity levels of the factors are argumented here as well. In the last part of this document, there is a presentation of the recomandations concluded from the previous comparison.

Les services d’incendie et de secours français, collectivités territoriales touchées par capillarité par les logiques de résultats instituées par la LOLF en 2001, sont aujourd’hui au cœur de multiples injonctions en termes d’efficience et d’efficacité. Leur fiabilité organisationnelle devient un enjeu central que nous pensons être en interrelation avec les logiques d’utilisation des outils de technologie de l’information, tels que ceux déployés dans le domaine de l’aide à la décision. Nous explorons dans ce travail la fiabilité organisationnelle sous le prisme de la théorie des HRO en la rapprochant de la littérature sur les systèmes d’information. Encapsulée dans un constructivisme téléologique et projectif, cette thèse présente une recherche-intervention visant à déployer de tels outils informationnels au SDIS des Bouches du Rhône dans une optique de fiabilisation de leurs activités. Accompagnée d’une observation participante et de la tenue d’un journal de bord, cette recherche-intervention a été conclue par une série d’entretiens semi-directifs avec les acteurs de l’organisation. Les résultats font l’objet d’interprétations mettant en évidence les impacts des outils informationnels sur la fiabilité du SDIS des Bouches du Rhône. Une discussion a permis de faire émerger des préconisations à destination des praticiens sous la forme de recommandations et de représentations liées à l’implémentation d’un management par les processus. Parmi ces propositions, nous présentons un modèle de maturité de l’organisation à devoir de fiabilité afin de guider les organisations publiques dans l’évaluation de leurs capacités en termes de fiabilisation de leurs activités / For three decades, the French firefighters have come to know many legal and organizational disruptions that have led to several obligations in terms of accountability and efficiency. These injunctions brought forward the question of their organizational reliability as a core issue that cannot be isolated from the emergence of new technologies and their contribution to decision-making in organizations. In this thesis, we explore organizational reliability through the lens of the High Reliability Organizations theory while combining it with information systems literature.Integrated in a teleological and projective constructivism, this thesis presents a specific action-research aimed for an implementation of informational tools in the Fire Department of the Bouches du Rhône (France) with the expectation to contribute to a better reliability of its activities. After a three-year long participant observation and a research logbook, we concluded this action-research with a succession of interviews conducted with the actors of the organization. At the end of the thesis, we interpret the results produced by the analysis of this primary and secondary data to highlight the influence of informational tools on the reliability of the Fire Department studied. A discussion enables us to formulate recommendations and models bound for practitioners and related to the implementation of a business process management. Among these suggestions, we propose a maturity model of organizations concerned by a “duty of reliability” in order to guide public organizations in the evaluation of their capacities regarding the reliability of their activities

Resulting from the technological revolution over the last few decades, many software startup ecosystems have emerged around the globe. Boosted by the Internet, the omnipresence of mobile devices, and the abundance of cloud-based services, software companies with scalable business models, known as startups, became all the hype. With tech entrepreneurs as their main agents, some of these ecosystems have existed for over 50 years, while others are newly born. This difference in evolution and maturity makes comparing tech hubs a challenge. Moreover, if they are to evolve towards fruitful and sustainable environments, nascent ecosystems need a clear vision of how to develop their community. This thesis presents a multiple-case study research in three different ecosystems, and it was divided in three phases. During the first phase, we analyzed the Israeli entrepreneurship ecosystem and, using grounded theory, created a conceptual generalized framework to map ecosystems. We also developed a methodology and a systematic interview protocol to be used to analyze any ecosystem. The second phase was performed in São Paulo, with the objective of refining and validating both the methodology and the conceptual framework. The second phase resulted in the discovery of how important it is to analyze ecosystem dynamics and evolution process, leading us to create a maturity model for software startup ecosystems. The maturity model was based on the conceptual model we created, mapping the most important factors that define an ecosystem. To validate and refine the Maturity Model created in the second phase, we ran a third case-study iteration in New York City. Based on the feedback from over a dozen experts, we generated the final model and a practical guide to determine an ecosystems maturity level. With this model, it is possible not only to compare different ecosystems, but also to identify gaps and propose customized practical actions that can yield meaningful improvements and lead ecosystems to the next level of development. / Resultado da revolução tecnológica das últimas décadas, vários ecossistemas de startups de software surgiram ao redor do globo. Acelerados pela Internet, pela onipresença dos dispositivos móveis e pela abundância de serviços de nuvem, empresas de software com modelos de negócio escalável, conhecidas como startups, se tornaram o assunto da moda. Com empreendedores de tecnologia como seus principais agentes, alguns desses ecossistemas já existem há mais de 50 anos, enquanto outros são apenas recém-nascidos. Essa diferença no grau de evolução e maturidade torna a comparação de aglomerados de tecnologia um desafio. Mais ainda, se alguns ecossistemas querem evoluir para um estágio próspero e sustentável, ecossitemas nascentes precisam de uma visão clara de como desenvolver suas comunidades. Esta tese apresenta nossa pesquisa baseada em um estudo de caso múltiplo em três diferentes ecossistemas, e foi dividade em três fases. Durante a primeira fase, nós analisamos o ecossistema empreendedor de Israel e, utilizando teoria fundamentada em dados, criamos um arcabouço conceitual que provê uma versão generalizada para mapear ecossistemas. Desenvolvemos, também, uma metodologia e um protocolo sistemático para entrevistas a serem usadas na análise de ecossistemas específicos. A segunda fase da pesquisa foi realizada em São Paulo, com o objetivo de refinar e validar a metodologia e o arcabouço conceitual. Esta fase resultou na descoberta de como é importante analisar a dinâmica e o processo de evolução dos ecossistemas, nos levando a criar um modelo de maturidade para ecossistemas de startups de software. O modelo de maturidade foi baseado no modelo conceitual que criamos, mapeando os fatores mais importantes que definem as características de um ecossistema. Para validar e refinar o modelo de maturidade criado na segunda fase, realizamos um terceiro estudo de caso em Nova Iorque que contou com o feedback de mais de uma dezena de especialistas. Geramos um modelo de maturidade final, um guia prático para determinar o nível de maturidade de cada ecossistema. Com esse modelo, é possível não somente comparar diferentes ecossistemas, como também identificar lacunas e propor ações práticas e personalizadas que podem resultar em melhorias significativas e levar ecossistemas ao próximo nível de desenvolvimento.

O Ecodesign Maturity Model (EcoM2) destina-se a auxiliar as empresas na gestão e aplicação do ecodesign, a partir da seleção de práticas gerenciais a serem incorporadas no PDP e processos relacionados. Esta seleção deriva dos resultados da primeira etapa do seu método de aplicação, o diagnóstico do perfil atual de maturidade em ecodesign. Este diagnóstico caracteriza detalhadamente a empresa em relação a sua capacidade na aplicação das práticas e embasa a criação dos projetos de melhoria, sendo a única forma de avaliação existente no modelo. Outros modelos de maturidade apresentam, além de um diagnóstico detalhado, uma avaliação simplificada. Diagnósticos simplificados elaboram um perfil em alto nível das práticas existentes na empresa em pouco tempo, direcionando investigações detalhadas futuras. Neste trabalho, buscou-se explorar estas vantagens e elaborar um método de diagnóstico simplificado. A abordagem metodológica Design Research Methodology direcionou o desenvolvimento do método, com o emprego dos procedimentos revisão bibliográfica e estudo de caso para identificação de seus demais requisitos. Os procedimentos/instrumentos de coleta de dados e os elementos construtivos do método, relacionados à avaliação da situação atual no contexto de modelos de maturidade, foram identificados em revisões bibliográficas. Para seleção do procedimento/instrumento de coleta de dados, foi realizada uma análise de seus pontos positivos e negativos, em relação aos requisitos levantados, com o auxílio de duas matrizes morfológicas. A avaliação da utilidade e facilidade de uso do método de diagnóstico simplificado e o seu alinhamento com o EcoM2 foi realizada em um estudo de caso, na mesma empresa do primeiro. Os requisitos identificados para a construção do método foram: avaliar a situação atual da empresa em um tempo menor do que o método tradicional do EcoM2, e em alto nível; envolver apenas um funcionário na avaliação; ser conduzido por um agente externo; atuar como uma etapa de pré-diagnóstico; e evitar o uso de termos técnicos nos itens de avaliação. Eles foram utilizados para analisar 4 procedimentos de coleta de dados – análise documental, observação, entrevistas e workshops – e 3 instrumentos – questionários, matrizes e pro-formulários. Como resultado, questionário e entrevista foram selecionados. A construção do método considerou os elementos de um modelo conceitual de modelos de maturidade referentes à avaliação da empresa e as etapas de condução de diagnóstico organizacional. No estudo de caso para teste, o método recebeu notas máximas nos critérios de avaliação tanto para a dimensão utilidade quanto para facilidade do uso. Os resultados apontam que o diagnóstico simplificado corresponde aos seus requisitos, já que não há necessidade do envolvimento de outros funcionários, é simples, claro e rápido. Quanto ao alinhamento com o modelo, a comparação entre os dois perfis, após conversões de escala, mostraram que 93,94% das respostas dos dois diagnósticos foram semelhantes. Os resultados deste trabalho permitem a expansão do atual método de diagnóstico para uma avaliação simplificada da realidade da empresa, através da elaboração de um perfil em alto nível dos processos formais relacionados ao ecodesign que ela realiza. / Ecodesign Maturity Model (EcoM2) is intended to help companies in the management and application of ecodesign, from the selection of management practices to be incorporated into the PDP and related processes. This selection is derived from the first stage\'s results of the model\'s method application, the \"diagnosis of the current profile of maturity in ecodesign\". This diagnosis characterizes in detail the company in relation to their ability to apply these practices and underlies improvement projects creation, being the only assessment method in the model. Other maturity models have, in addition to a detailed diagnosis, a simplified evaluation. Simplified diagnosis draws a high level profile of existing practices within the company in a short time, guiding future investigations. This study sought to explore these advantages and develop a simplified diagnosis method. The methodological approach Design Research Methodology steered this method development, with use of literature review and case study to identify its other requirements. The data collection procedures/instruments and the building blocks of the method related with the current situation in the maturity models context have been identified in the literature. To select the data collection procedure/instrument, an analysis of their strengths and weaknesses was conducted in relation to raised requirements, with the aid of two morphological matrices. This evaluation of the usefulness and ease of use of the simplified diagnostic method and its alignment with the EcoM2 was held in a case study at the same enterprise where the EcoM2 was applied. The identified requirements for the construction of the method were (a) assess the current situation of the company in a shorter time than the traditional method of EcoM2 at a high level; (b) involve only one employee at the evaluation; (c) be conducted by an external agent; (d) act as a pre-diagnosis step; and (e) avoid using technical terms at the evaluation. They were used to analyze four data collection procedures - document analysis, observation, interviews and workshops - and three instruments - questionnaires, matrices and pro-forms. As a result, questionnaire and interview were selected. The method construction considered the elements of a meta-model from maturity models developed to assess the company and driving steps of organizational diagnosis. In the test case study, the method received top marks in the assessment criteria for both the utility and ease of use. The results show that the simplified diagnosis meets its requirements, since its simple, clear, fast, and there is no need for the involvement of other employees. For alignment with the original model, the comparison between the two resulting profiles, after conversion scale, showed that 93.94% of the responses of the two diagnoses were similar. These results allow the current diagnostic method expansion for a simplified assessment of the companys reality, by drawing up a profile at a high level of formal processes related to performed ecodesign within the company.

No ambiente complexo de negócios, caracterizado por desafios constantes, o gerenciamento de projetos, com sucesso, para as organizações passa a ser uma questão de sobrevivência. As organizações, para alcançarem melhor desempenho, precisam ter processos de gerenciamento de projetos, estruturados e maduros. Os modelos de maturidade em gerenciamento de projetos proporcionam uma abordagem quantitativa, porém não apresentam os fatores contribuintes que podem elevar a maturidade nas organizações. O objetivo deste estudo foi o de identificar quais fatores contribuintes que podem impulsionar a maturidade em gerenciamento de projetos nas organizações. O método de pesquisa foi o de estudo de campo, por meio de e-survey, de natureza descritiva e correlacional junto a 473 participantes, tomadores ou influenciadores de decisões, representando 360 organizações de diferentes tipos, portes e segmentos da economia brasileira. Os resultados do estudo permitiram concluir que os principais fatores contribuintes que podem impulsionar a alta maturidade em gerenciamento de projetos nas organizações brasileiras estão associados à seguinte hierarquia: i) Processos e Ferramentas; ii) Pessoas e Equipe; iii) Organização; iv) Clientes; v) Gerente de Projetos e iv) Negócios. / In the complex environment business-oriented, characterized by daily challenges, the successful projects management for organizations is a survival question. The organizations, in order to reach better performance need to have structured and mature project management processes. The projects management maturity models provide a quantitative approach, however they do not offer the contributing factors that can raise the maturity in the organizations. The aim of this study is to present which are the contributing factors that can raise the level of project management maturity in the organizations. The research method was a field study, by e-survey, a descriptive and correlational with 473 participants, influencing the decision and decision makers, representing 360 organizations of various types, sizes and segments of the Brazilian economy. Regarding the results, this research allow to conclude the main contributing factors that can leverage the high maturity in Brazilian organizations project management are associated with the following hierarchy: i) Processes and Tools, ii) People and Team iii) Organization, iv) Clients; v) Project Manager and iv) Business.

Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2017-05-25T15:30:47Z No. of bitstreams: 1 Daniel Battaglia_.pdf: 1050201 bytes, checksum: bee8792d1eb128655d88a9d910b50dec (MD5) / Made available in DSpace on 2017-05-25T15:30:47Z (GMT). No. of bitstreams: 1 Daniel Battaglia_.pdf: 1050201 bytes, checksum: bee8792d1eb128655d88a9d910b50dec (MD5) Previous issue date: 2017-03-06 / IFRS - Instituto Federal do Rio Grande do Sul / O conceito de product-service system (PSS) pode ser caracterizado como a extensão da operacionalidade de um bem físico, agregando-se a ele serviços especializados que permitam a promoção dos serviços oferecidos. Nesse sentido, o contexto de relacionamentos business-to-business (B2B) congrega empresas que compram bens e serviços a serem utilizados na produção/comercialização de outros bens e serviços voltados para o consumidor final. Essas interações permitem ampliar a perspectiva dos relacionamentos, agregando parcerias de longo prazo. Assim, este trabalho tem como objetivo estruturar um modelo que diagnostica o nível de maturidade de uma oferta de PSS por empresas fornecedoras em um contexto B2B. O método de pesquisa utilizado é o estudo de caso múltiplo de caráter exploratório e abordagem qualitativa. A amostra selecionada é composta por dez casos que ofertam soluções por meio do PSS, sendo cinco empresas orientadas para a manufatura e cinco orientadas vpara os serviços. Como resultados, o modelo foi capaz de diagnosticar os níveis de maturidade das empresas investigadas e se apresentou flexível para aplicação em diferentes contextos de negócios. Como contribuições acadêmicas, o modelo avança no sentido de estruturar uma base conceitual que agrega um maior número de critérios a serem considerados para a oferta de PSS, o que ainda não é observado na literatura. Também, colabora por fazer uso combinado de informações qualitativas e de escala categórica para compor os diagnósticos de maturidade. Além disso, permite a identificação do perfil das organizações em relação às práticas de PSS adotadas. Como contribuições gerenciais, o modelo oportuniza a identificação de potenciais inibidores para o desenvolvimento de uma oferta de PSS, o direcionamento de prioridades gerenciais e estratégias e, ainda, a identificação de oportunidades de melhoria para a qualificação da oferta de PSS. / The concept of product-service systems (PSS) can be characterized as the extension of the operation of a physical good, adding specialized services that allow the promotion of the services offered. In this sense, the context of relationships businessto- business (B2B) brings together companies that buy goods and services to be used in the production/sale of goods and services to be offered to the customers. These interactions expand the perspective of relationships, adding long-term partnerships. Thus, this work aims to structure a model for diagnose the maturity level of a PSS offering by supplier companies that operate in a B2B context. The research method used is the exploratory multiple case study with qualitative approach. The sample selected consists of ten cases that offer solutions through PSS; five manufacturingoriented companies and five services-oriented companies. As a result, the model was able to diagnose the maturity levels of the companies investigated and reported for application in different contexts of business. As academic contributions, the model moves forward in order to structure a conceptual basis that adds a greater number of criteria to be considered for the provision of PSS, which still is not observed in the literature. Also, it collaborates for making combined use of qualitative information and categorical scale to compose the maturity diagnostics. In addition, allows the identification of the profile of organizations in relation to PSS practices adopted. As a managerial contributions, backed the model identification of potential inhibitors to be developed to offer PSS by the supplier companies, identifying managerial priorities and important strategies to be adopted and, also, contributes for the identification of opportunities to improve the PSS offerings.