Abstract – “Aggregate complaints in banks MIS” Date:                       June 8th 2012 Level:                      Master thesis in Business Administration, 15 ECTS Institution:                School of Sustainable development of society and technology, Mälardalen University Authors:                  Abdulla Ahmed Ibrahim         Alexis Andersson Title:                       Aggregate complaints in MIS – A case study of Nordea Bank Tutor:                      Carl G Thunman Keywords:               Aggregate, complaint, dissatisfaction, content analysis, Nordea, MIS. Purpose:                  The paper aims to develop a model of how Nordea Bank can monitor customer dissatisfaction through aggregated dissatisfaction analysis. Furthermore, the study aims to identify improvement proposals in Nordea based on the developed model and conducted interviews. Method:                  This thesis consists of qualitative interviews. Personnel at the local office in Västerås has been interviewed as well as Nordea’s customer ombudsmen, former office employee at Nordea, data analyst, head of customer inquiries, Professor of database technology and also a researcher in language technology. A proprietary model was built based on the literature review constructed on variables that were expected to influence the monitoring process. The proprietary model was based on theory and formed the interview guide. The method that was used on the empirical data where “cut and paste”. The method was used to be able to place the interviews under each appropriate heading. The analysis then compared the empirical data with theories from the literature review, to be able to conduct a revised model and come up with a number of suggestions for improvement. Conclusion:            The model assumes wrongly that complaint and other grievances information can be integrated in the same process. There are several aggravating factors in Nordea's case; discontent information is in the current situation anonymous, it may be too small in scope for it to be profitable integrated or delivered in pre-packaged aggregate form. In this thesis, it became also clear that overall understanding should be based on a results-oriented attitude in which the results of the analysis provide employees with new insights to shape the monitoring process. Even at the central level, Nordea more often tends to follow up individual cases instead of analyzing them systematically in aggregate form, which the model does not take into account. / Sammanfattning – ”Aggregerade kundmissnöjen i informationssystem” Datum:                    8 juni, 2012 Nivå:                        Magisteruppsats i företagsekonomi, 15 ECTS Institution:             Akademin för hållbar samhälls- och teknikutveckling, HST,                                  Mälardalens Högskola Författare:              Abdulla Ahmed Ibrahim         Alexis Andersson Titel:                       Aggregerade kundmissnöjen i informationssystem – En fallstudie av      Nordea Bank. Handledare:           Carl G Thunman Nyckelord:              Aggregering, informationssystem, klagomål, missnöje, innehållsanalys, Nordea Bank, MIS. Syfte:                      Syftet med denna studie är att utveckla en modell för hur Nordea Bank kan arbeta med uppföljning av kunders missnöje genom aggregerad missnöjesanalys. Vidare ämnar studien att utifrån modellen samt intervjuer identifiera förbättringsmöjligheter i Nordeas uppföljning av kundmissnöje. Metod:                               I studien utfördes kvalitativa intervjuer. Personal vid lokalkontoret i Västerås har intervjuats, samt Nordeas kundombudsman, Nordeas regionkontorschef i Västmanland, en f.d. kontorsanställd på Nordea, dataanalytiker, Finansinspektionens enhetschef på kundfrågor, en professor i databasteknik och en forskare inom språkteknologi. Ur litteraturundersökningen utformades en modell som bygger på variabler som förväntades påverka uppföljningsprocessen. Modellen ligger till grund för teori och intervjufrågor. I empirin användes ”klippa och klistra”-metoden för att placera intervjuerna under lämplig rubrik. I analysen jämfördes sedan empiri och teori från litteraturstudien för att utveckla modellen och ett antal förbättringsförslag. Slutsats:                  Modellen antar felaktigt att klagomål och annan missnöjesinformation kan integreras i samma process. Det finns flera försvårande faktorer i Nordeas fall; annan missnöjesinformationen är i dagsläget anonym och i vissa fall liten i omfattning för att det ska vara lönsamt att göra en aggregerad analys. Under uppsatsens gång blev det också klart att övergripande insikter bör utgå från ett resultatinriktat förhållningsätt där resultatet av analysen ger medarbetarna nya insikter för att utforma framtida uppföljningsprocesser. Även på central nivå arbetar Nordea oftare med att följa upp enskilda ärenden än att analysera dem systematiskt i aggregerad form, något som modellen inte tar hänsyn till.

There is much information on the web, but the overloaded information may cause user¡¦s disorientation. The aim of this research is to address a method for automatically constructing the Knowledge Structure Map with time-line feature, and expect to solve the problems of information overloaded and use¡¦s disorientation by visual interface. In this research, the MIS domain is adopted as apply target and the national Dissertation and Thesis Abstract System as data source. By dealing with the keywords to be the subjects, and performing the Principle Component Analysis and calculating the relation strength for the subjects, the Knowledge Structure Map with time-line feature will finally automatically be implemented. Besides the introduction to the method for implementing the Knowledge Structure Map, the writer also develops an experiment to show the Knowledge Structure Map is very helpful when users are taking tasks of description and procedure knowledge. And finally, the writer utilizes these maps to analyze the knowledge and its evolution and development for Taiwan¡¦s MIS domain. The method of this research can automatically construct Knowledge Structure Map with time-line feature. And the Maps will be useful auxiliary tools in learning, research direction decision and knowledge sharing for the novices, researchers, and people respectively. Besides, the enterprises can also use the method of this research to construct their own internal or external Knowledge Structure Map by applying the existing automatic abstracting and picking-up keywords technologies to extract abstracts and keywords of relative information in their organization. Therefore, the writer will conclude that the method in this research can be easily applied in the field of academic and enterprises, and furthermore to the other organizations.

Zugl.: Cottbus, Techn. University, Diss., 2009.

Submitted by Marcelo Marques da Silva null (marcelomarques657@yahoo.com.br) on 2017-08-31T02:34:55Z No. of bitstreams: 1 Tese_versão_FINAL.pdf: 3504812 bytes, checksum: d5cea839c787579376ad107a79a48213 (MD5) / Approved for entry into archive by Luiz Galeffi (luizgaleffi@gmail.com) on 2017-09-01T13:28:41Z (GMT) No. of bitstreams: 1 silva_mm_dr_bauru.pdf: 3504812 bytes, checksum: d5cea839c787579376ad107a79a48213 (MD5) / Made available in DSpace on 2017-09-01T13:28:41Z (GMT). No. of bitstreams: 1 silva_mm_dr_bauru.pdf: 3504812 bytes, checksum: d5cea839c787579376ad107a79a48213 (MD5) Previous issue date: 2017-04-25 / Foi realizado um estudo sobre as propriedades elétricas de filmes finos de óxido de alumínio (Al2O3) obtidos por anodização em solução eletrolítica preparada com ácido tartárico, etileno glicol e água. Filmes de Al2O3 com espessuras entre 20 e 70 nm foram crescidos sobre camadas de alumínio as quais foram depositadas por evaporação em vácuo sobre lâminas de vidro. Utilizou-se o processo de anodização em duas etapas, sendo que na primeira etapa aplica-se uma corrente constante de 0,48 mA/cm2 e monitora a tensão até alcançar o valor final, programado conforme a espessura desejada; e então, na segunda etapa, mantem-se se a tensão final durante 2 minutos, enquanto mede-se a corrente. Os filmes de Al2O3 apresentam constante dielétrica média de aproximadamente sete (ε = 7), tan δ da ordem de 10-3 e resistividade elétrica da ordem de 1013 cm. Estudou-se o efeito do tratamento de superfície pela a deposição de monocamadas dos silanos, octadecil triclorosilano (OTS), hexametildisilazano (HMDS) e do ácido fosfônico (OPA) nas características elétricas. O tratamento com HMDS se mostrou o mais efetivo, diminuindo a corrente de fuga e aumentando campo de ruptura dielétrica. Também foi estudado o efeito do recobrimento, da superfície dos filmes de Al2O3, com filmes dos polímeros isolantes poliestireno (PS), polivinil álcool (PVA), fluoreto de polivinilideno (PVDF) e polimetilmetacrilato (PMMA). A deposição de um filme de PMMA foi a que apresentou os melhores resultados, com redução da corrente de fuga em torno de duas ordens de grandeza em relação aos filmes não tratados. Dispositivos com estrutura metal isolante e semicondutor (MIS) tendo o poli(3-hexyltiofeno) (P3HT) como semicondutor, também foram estudados com a finalidade de avaliar a aplicabilidade do Al2O3 como dielétrico em eletrônica orgânica. Conclui-se que filmes de Al2O3 preparados pela técnica de anodização com tratamento de superfície por deposição de uma monocamada de HMDS ou recoberto com um filme de PMMA é uma boa opção de dielétrico para eletrônica orgânica. / A study about electric properties of aluminum oxide (Al2O3) obtained by anodization of aluminum in a electrolytic solution prepared with tartaric acid, ethylene glycol and water was performed. Thin Al2O3 films from 20 to 70 nm were grown on aluminum layer which were deposited on glass slides by vacuum metallization. It was used the anodization process in two stages, being that in first stage applies a constant current of 0,48 mA/cm2 and monitory the voltage until reach the final value, programmed in according to the desired thickness; and in the second stage, the final voltage is maintained for two minutes, while the current is measured. The Al2O3 films present medium dielectric constant about seven (ε = 7), tan δ in order of 10-3 and resistivity in order of 1013 cm. It was studied the surface treatment effect by monolayers depositions of octadecyl trichlorosilane (OTS), hexamethyldisilazane (HMDS) and phosphonic acid (OPA) on the electrical characteristics. The HMDS treatment proved to be the most effective, reducing the leakage current and increasing the dielectric rupture field. The effect of the addition of polystyrene (PS), polyvinyl alcohol (PVA), polyvinylidene fluoride (PVDF) and polymethylmethacrylate (PMMA) films on the oxide surface was also studied. The deposition of a PMMA film presented the best results, with reduction of the leakage current around two orders of magnitude in relation to pristine oxide. Devices with metal-insulator-semiconductor (MIS) structure, using the polymeric (3-hexythiophene) (P3HT) as semiconductors, also have been studied in order to evaluate the applicability of Al2O3 films as dielectric in organic electronics. It was concluded that Al2O3 films prepared by anodization, coated with a monolayer of HMDS or a thin PMMA film, are an excellent choice for apply as dielectric in organic electronics.

Alors que les galaxies évoluent, leur milieu interstellaire (MIS) s’enrichit continuellement en métaux, et cet enrichissement influence la formation d’étoiles. Les galaxies naines de faible métallicité de l’Univers Local sont les candidates idéales pour étudier l’influence de cet enrichissement en métaux sur les propriétés du MIS des galaxies et nous donne un aperçu des processus d’enrichissement et de formation stellaire dans des conditions proches de celles trouvées dans les systèmes pauvres en métaux de l’Univers primordial. Des études précédentes ont montré que le MIS des galaxies naines pose un certain nombre d’énigmes en terme d’abondance des grains, de composition de la poussière et même des processus d’émission en infrarouge lointain (FIR). Cependant, ces études étaient limitées à la poussière chaude émettant à des longueurs d’onde plus courtes que 200 micromètres et étaient effectuées sur un petit nombre de galaxies. Grâce à une sensibilité et une résolution améliorées dans les domaines FIR et submillimétriques (submm), Herschel nous donne une vue nouvelle sur les propriétés de la poussière froide dans les galaxies et nous permet d’étudier les galaxies les plus pauvres en métaux de manière systématique. Dans ce travail, je mène une étude des propriétés des poussières dans les galaxies naines et compare avec des environnements plus riches en métaux, pour aborder la question de l’impact de la métallicité sur les propriétés de la poussière. La nouveauté de ce travail réside dans le fait que les galaxies naines sont étudiées de manière systématique, nous permettant d’accéder aux, et de quantifier les propriétés générales représentatives de ces systèmes. Cette étude est conduite sur toute la gamme de longueurs d’onde infrarouge (IR)-submm, avec les nouvelles observations en FIR/submm d’Herschel, ainsi que des données Spitzer, WISE, IRAS, et 2MASS. Nous complétons ces données avec des mesures en domaine submm de télescopes au sol comme APEX ou le JCMT, pour étudier la présence et les caractéristiques de l’excès submm dans mon échantillon de galaxies. Je collecte aussi les données HI et CO pour accéder aux propriétés du gaz dans ces galaxies et étudier l’évolution du rapport en masse gaz-sur-poussière (G/D) avec la métallicité. Notre étude révèle des propriétés de poussière différentes dans les environnements de faible métallicité que celles observées dans des systèmes plus riches en métaux (par exemple, une poussière globalement plus chaude). Une émission en excès par rapport aux modèles utilisés, apparait souvent aux alentours de 500 micromètres, menant à d’importantes incertitudes sur les propriétés de la poussière, notamment sur la masse de poussière. Les excès les moins importants peuvent cependant être expliqués en utilisant une autre composition pour la poussière, avec des grains plus émissifs. Traceur idéal de l’état d’évolution chimique d’une galaxie, le G/D est en fait bien plus grand que ce que l’on pourrait attendre si l’on considère un modèle simple d’évolution chimique. Interprétée avec des modèles d’évolution chimique plus complexes, incorporant des processus de croissance des grains et/ou une formation d’étoiles épisodique, la relation entre le G/D et la métallicité, ainsi que sa dispersion, peuvent être expliquées par la grande variété d’environnements que nous considérons dans notre étude. / As galaxies evolve, their Interstellar Medium (ISM) becomes continually enriched with metals, and this metal enrichment influences the subsequent star formation. Low metallicity dwarf galaxies of the local Universe are ideal candidates to study the influence of metal enrichment on the ISM properties of galaxies and gives us insight into the enrichment process and star formation under ISM conditions that may provide clues to conditions in early universe metal-poor systems. Previous studies have shown that the ISM of dwarf galaxies poses a number of interesting puzzles in terms of the abundance of dust grains, the dust composition and even the FIR emission processes. However these studies were limited to the warmer dust emitting at wavelengths shorter than 200 microns and were done only on a small number of dwarf galaxies. Thanks to its increased sensitivity and resolution in FIR and submillimeter (submm) wavelengths, Herschel gives us a new view on the cold dust properties in galaxies and enables us to study the lowest metallicity galaxies in a systematic way. In this work, I carry out a study of the dust properties in dwarf galaxies and compare with more metal rich environments, in order to address the question of the impact of metallicity on the dust properties. The novelty of this work lays in the fact that dwarf galaxies are studied here in a systematic way, enabling us to derive and quantify the general properties that are representative of these systems. This study is conducted over the full IR-to-submm range, using new FIR/submm Herschel observations, Spitzer, WISE, IRAS and 2MASS data. We complete this set of data with longer submm measurements from ground-based facilities such as APEX and JCMT to study the presence and characteristics of the submm excess in my sample of galaxies. I also collect Hi and CO data to access the gas properties of the galaxies and study the evolution of the G/D with metallicity. Our study reveal different dust properties in low-metallicity environments than that observed in more metal-richs systems (e.g., an overall warmer dust component). An excess submm emission is often apparent near and/or beyond 500 microns rendering large uncertainties in the dust properties, even for something as fundamental as dust masses. Some of the smallest excesses can be explained by using another dust composition with more emissive grains. Ideal tracer of the chemical evolutionary stage of a galaxy, the gas-to-dust mass ratios (G/D) is found to be much higher than what is expected by simple chemical evolution models. Interpreted with more sophisticated chemical evolution models, including dust growth in the ISM and/or episodic star formation, the relation of the G/D with metallicity and its scatter can be explained by the wide variety of environments we are considering.

Le nitrure de gallium (GaN) est un matériau semi-conducteur de la famille III-V à large bande interdite directe, ayant des propriétés électriques et thermiques intéressantes. Grâce à sa large bande interdite, son fort champ de claquage et sa forte vitesse de saturation, il est très convoité pour la réalisation de dispositifs électroniques de puissance et de hautes fréquences pouvant fonctionner à haute température. De plus, grâce au caractère direct de sa bande interdite et son pouvoir d’émission à faible longueur d’onde, il est aussi avantageux pour la réalisation de dispositifs optoélectroniques de hautes performances en émission ou en détection tels que les DELs, les lasers ou les photo-détecteurs. Les difficultés de son élaboration, les problèmes d’inefficacités du dopage p et les densités élevées de défauts cristallins dans les couches épitaxiées ont constitué pendant longtemps des handicaps majeurs au développement des technologies GaN. Il a fallu attendre le début des années 1990 pour voir apparaître des couches épitaxiales de meilleures qualités et surtout pour obtenir un dopage p plus efficace [I. Akasaki, 2002]. Cet événement a été l’une des étapes clés qui a révolutionnée cette technologie et a permis d’amorcer son intégration dans le milieu industriel. Malgré l’avancé rapide qu’a connu le GaN et son potentiel pour la réalisation de sources optoélectroniques de haute efficacité, certains aspects de ce matériau restent encore mal maîtrisés, tels que la réalisation de contacts ohmiques avec une faible résistivité, ou encore le contrôle des interfaces métal/GaN et isolant/GaN. Les hétérostructures isolant/GaN sont généralement caractérisées par la présence d’une forte densité d’états de surface (D[indice inférieur it]). Cette forte D[indice inférieur it], aussi rapportée sur GaAs et sur d’autres matériaux III-V, détériore considérablement les performances des dispositifs réalisés et peut induire l’ancrage (‘pinning’) du niveau de Fermi. Elle constitue l’un des freins majeurs au développement d’une technologie MIS-GaN fiable et performante. Le but principal de ce projet de recherche est l’élaboration et l’optimisation d’un procédé de passivation du GaN afin de neutraliser ou minimiser l’effet de ses pièges. Les conditions de préparation de la surface du GaN avant le dépôt de la couche isolante (prétraitement chimique, gravure, prétraitement plasma etc.), les paramètres de dépôt de la couche diélectrique par PECVD (pression, température, flux de gaz, etc.) et le traitement post dépôt (tel que le recuit thermique) sont des étapes clés à investiguer pour la mise au point d’un procédé de passivation de surface efficace et pour la réalisation d’une interface isolant/GaN de bonne qualité (faible densité d’états de surface, faible densité de charges fixes, bonne modulation du potentiel de surface, etc.). Ceci permettra de lever l’un des verrous majeurs au développement de la technologie MIS-GaN et d’améliorer les performances des dispositifs micro- et optoélectroniques à base de ce matériau. Le but ultime de ce projet est la réalisation de transistors MISFETs ou MIS-HEMTs de hautes performances sur GaN.

隨著經濟發展與產業環境劇烈的變動，資訊技術應用已成為公司產業升級，改善管理提昇體質的必備工具，也因引進資訊技術而有應用資訊系統、電傳通訊與資料交換，對組織與管理產生莫大的衝擊與影響，所以有效應用資訊技術逐成為企業管理學者與實務界共同關心的課題。 　　有關多國籍企業的資訊技術管理課題，在國外有不少的研究文獻係探討在國外母公司的應用情形與績效，而其在臺多國籍企業國內分公司的資訊技術應用管理課題與績效則很少被探討。 　　本研究主要是以國內分公司所在地的觀點，探討在臺多國籍企業於引進資訊技術應用時所面臨的課題，除探討課題特性外，並研究公司特性對資訊部門角色型態與績效的影響。 　　本研究母體設定為已在國內設立資訊部門三年與年營業額二億以上的在臺多國籍企業，採隨機抽樣設計，共選出148家樣本公司，以人員訪談或郵寄問卷方式調查，有55家公司的資訊部門主管或高階管理者回覆了問卷，回收率為37.2%，有效問卷44份；本研究的重要發現為： 　　一、課題格面、角色型態與績效構面之發現 　　依課題內涵將三十二項課題分為技術、管理、支援與環境四個課題構面，資訊部門角色型態分別為主導者、支援者與附屬者三群，而績效則分為內部效益與外部效益兩個績效構面，「內部效益」所含蓋的項目都是與在臺公司的內部使用者有關的服務成效，用來衡量使用者對資訊部門提供各項服務的滿意度；「外部效益」，所含蓋的則都是與母公司及其他國外分公司有關的服務績效，用來衡量他們對在臺分公司資訊部門所提供資訊服務的滿意度。 　　二、重要課題之發現 　　1.在細項課題中，無論是目前或未來「資料保密與安全」都是最受重視的課題；名列第二的，在目前的是「在預估的費用成本內達成引進資訊技術目標」，未來的則是「資訊技術整合」；而名列第三的，在目前的是「發展一套電腦整合資訊系統」，未來的則為「提高公司內部資訊技術與知識」。 　　2.在課題構面分類中，無論是目前或未來都以「技術」與「管理」類課題較受重視，其次才是「支援」與「環境」類的課題。 　　三、角色型態分群與課題構面關係之發現 　　1.技術與管理構面；三種角色型態都很重視此兩構面且有額著差異，以「主導者」最重視，「支援者」次之，「附屬者」又次之。 　　2.支援構面；三種角色型態對此構面重視程度不高，相形之下以「主導者」較重視此構面。 　　3.環境構面；三種角色型態較不重視此構面，尤其「附屬者」更低。 　　四、企業特性與角色型態關係之發現 　　「主導者」角色型態的公司，其特色是資訊部門員工人數最多，資訊系統應用層次最高，已相當電腦化又與外界有相當程度的資料交換與連線，因擁有最多的資源，足以發揮主導者角色，也由於其主導角色的關係，積極引入母公司資訊技術，致使自行發展或由本地廠商發展的比率反而最低。 　　五、目前製造業與服務業比較之發現 　　1.重要課題 　　「資訊保密與安全」在兩種產業中都是最受重視的課題；在製造業中為前十大重要課題而服務業不是的有「成立資訊技術應用管理委員會」、「臺灣通訊品質與成本對引進影響」與「在臺軟硬體廠商能力對引進影響」，但在服務業中前十大重要課題而製造業不是的有「選擇集中或分散資料處理考量」、「資訊部門方向活動計劃透明化」與「有效訂定引進資訊技術管理方法」。而在兩種產業都是前十大課題項目的則有「資料保密與安全」、「提高資訊人員與使用者資訊技術與知識」、「在預估的費用成本內達成引進資訊技術的目標」、「遵守國際間資料交換協定之重要性」、「發展一套電腦整合資訊系統」、「資訊技術整合」及「資訊專案之權責目標明確訂定」。 　　2.資訊部門角色型態 　　製造業中的資訊部門角色大都為「附屬者」，約佔該產業59.3%，而服務業則大都為「主導者」，約佔54.5%。若以角色型態觀之，則「主導者」在兩產業中各佔一半，在「支援者」中約有70%屬製造業，而「附屬者」中也大都屬製造業，約有90%之多。 　　六、角色型態與績效關係之發現 　　1.內部效益；不論採取任何角色型態，對此績效構面的影響都未達顯著差異，資訊部門角色型態並非影響內部效益的要件。能及時滿足使用者真正的需求才是關鍵因素。 　　2.外部效益；三種角色型態對此績效構面影響有顯著差異，而「主導者」的影響則非常明顯，主要在其有整體規劃，主動積極引進資訊技術，滿足母公司及國外其他分公司的需求。 / Information Technology (IT) becomes more and more important and impacts the efficiency of organization and management, after the development of economics and changes of Industrial competi-tions. The information management is the key to manage the performance of IT applications and gets common concerns increa-singly of the company executives and scholars. This research is based on the domestic viewpoints to study the " Issues " of IT applications in Taiwan branches/Subsidiaries/Facfcories of multi-national company (MNC) ; other than the natures of "Issues" , it will also identify the characteristics of MNC,the role of compu-ter department of Taiwan branches of MNC and its performance. The selective population are those Taiwan branches of MNC with computer department setup for more than 3 years and annual reve-nue higher than 200 millions Taiwan dollars. After random selec-tion, this study has sampled 148 companies and gotten 55 respon-ses, the rate is 37.2%, however the useful samples is 44. 　　Having applied the statistical tools of correlation , factor analysis, cluster analysis and t-test on the collected data of questionaires, this study has concluded: 　　1. The Categorization 　　　1.1 Categories of issues 　　　　　　1) Technique 　　　　　　2) Management and Administration 　　　　　　3) Support 　　　　　　4) Environment 　　　1.2 Categories of Role of Computer Department in Using IT 　　　　　　1) Leader 　　　　　　2) Supporter 　　　　　　3) Follower 　　　1.3 Categories of Performance 　　　　　　1) Internal performance (contributions) 　　　　　　2) External performance (contributions) 　　2. The Important Issues 　　　　　1) "Data Security and Safety" is the most important issue as in both present and future. 　　　　　2) The issues of "Technique" and "Management/Administraction" are more concerned than those of "Support" and "Environment". 　　3. Relationship of Role and Category of Issues 　　　　　1) Issues of "Technique " and " Management / Administration " Those three roles have significantly different concerns, the "Leader" has the most concerns on these two kinds of issues, the "Supporter" is the next, then the "Follower". 　　　　　2) Issues of "Support" 　　Those three roles are concerns on this kind of issues. 　　　　　3) Issues of "Environment" 　　Those three roles are not so concerns on this kind of issues. 　　4. Relationship of Company Characteristics and Role of Computer Department 　　　　The role of "Leader" indicates 4 natures differently from the others: 　　　　　1) Has the highest number of computer staffs 　　　　　2) Has the highest level of information systems application 　　　　　3) Has the highest level of computerization 　　　　　4) Provides certain level of data exchanges and online services 　　5. Manufacturing vs. Services Industries 　　　　　1) Important Issues 　　　　　"Data Security and Safety" is the most important issue in both areas; as a whole, there are 7 issues simultaneously ranked as top ten of both industries. 　　　　　2) Roles of Computer Department 　　 　　　Most of those computer departments of manufacturing act the role as " Follower " , while that of services industry run as " Leader " ; however from viewpoints of a role) "Leader" are evenly in both industries, " Supporter " and "Follower" are mostly in manufacturing. 　　6. Relationship of Role of Computer Department and Performance 　　　　　1) Internal Performance (Contributions) 　　　　　　No matter which role the computer department is working , there is no significant difference in internal performance. 　　　　　2) External Performance (Contributions) 　　 　　　The three roles of computer department have ignificantly different in external performance, especially, the "Leader has the most outstanding performance.

On a longtemps cru que les régions de l'espace séparant deux étoiles constituaient un milieu quasiment vide. En fait, il n'en est rien et on sait maintenant qu'elles renferment de vastes nuages de gaz essentiellement composés d'hydrogène atomique, de dihydrogène et de monoxyde de carbone CO. On a longtemps pensé également que, du fait des conditions physicochimiques très particulières qui prévalent dans ces nuages interstellaires (faibles températures, faibles densités de matière, champs de radiations élevés dus à  la présence d'étoiles proches) il était peu probable que des processus chimiques puissent s'y dérouler et des molécules y survivre. On sait désormais que ce n'est pas le cas et qu'une chimie complexe et riche peut se développer. A ce jour, près de deux cent espèces chimiques différentes ont été détectées dans les milieux interstellaire et circumstellaire. La physico-chimie menant à  la formation de nouvelles molécules, même les plus complexes, peut avoir lieu en phase gazeuse et aussi à la surface des grains interstellaires. C'est à ce second aspect que je me suis principalement intéressée.Ce travail de thèse de doctorat est une étude expérimentale de l'interaction et de la formation de molécules sur différents types de surfaces simulant les grains de poussière présents dans le milieu interstellaire (silicates et/ou diverses morphologies de glace d'eau qui les couvrent dans les nuages denses froids). Dans ce but, plusieurs expériences sont faites en utilisant le dispositif expérimental FORMOLISM qui réunit des techniques de l'ultravide, de la cryogénie, des jets atomiques et moléculaires ainsi que la spectrométrie de masse.Dans ce travail, j'étudie expérimentalement la formation de l'eau via l'hydrogénation de l'ozone dans des conditions similaires à celles des nuages moléculaires denses (couverture de glace d'eau sur des grains à 10 K). Nos résultats confirment les prédictions théoriques et montrent que l'ozone est bien une des voies possibles, très efficace pour la formation de l'eau, en plus de celles de O et O2. Ce résultat est interprété par l'absence de barrière pour cette réaction.Dans une autre série d'expériences je présente des résultats sur les énergies d'adsorption/désorption de deux isomères, l'éthanol (EtOH) et le diméthyl-éther (DME), sur une surface de silicates couverte ou non de glace d'eau, à basse température. Les résultats obtenus sont comparés aux calculs théoriques sur la stabilité thermodynamique de ces deux isomères, le plus stable (EtOH) interagissant de manière plus efficace avec la glace d'eau que l'isomère (DME) qui a une énergie d'adsorption plus faible. Ce résultat apparait lié au fait que l'éthanol a une plus forte liaison hydrogène avec la surface de la glace. Il peut permettre d'expliquer l'abondance préférentielle du DME observée dans certains milieux circumstellaires. / It has been long believed that regions of space between two stars were an almost empty environment. In fact, it is not the case and we know now that it contains vast gas clouds mainly containing atomic hydrogen, dihydrogen and carbon monoxide CO. It was long thought also that because of the very specific physicochemical conditions prevailing in these interstellar clouds (low temperature, low density material, high radiation fields due to the presence of nearby stars) it was unlikely that chemical processes could take place and molecules could survive. We know now that this is not the case and that a rich and complex chemistry can develop there. To date nearly two hundred different chemical species have been detected in the interstellar and circumstellar medium. The physical-chemistry leading to the formation of new molecules, even complex ones, can occur in the gas phase as well as on the surface of interstellar grains. I have been mainly interested in this second aspect.This PhD thesis is an experimental study of the interaction and of the formation of molecules on different surfaces simulating the dust grains present in the interstellar medium (silicates and/or various morphologies of water ice covering them in cold dense clouds). For this purpose, several experiments are performed using the FORMOLISM experimental setup, bringing together several techniques and methods (ultrahigh vacuum, cryogenics, atomic and molecular beams and mass spectrometry).In this work, I am studying the formation of water via the hydrogenation of ozone under conditions similar to those of dense molecular clouds (water ice covered grains at 10 K). Our results confirm theoretical predictions and show that ozone is one possible very efficient way to form water, in addition to the O and O2 pathways. This result can be interpreted by the existence of a barrier-free reaction.In another set of experiments, I present results on the energies of adsorption/desorption of two isomers, ethanol (EtOH) and dimethyl-ether (DME) on a surface of silicates covered or not with water ice, at low temperature. The results are compared with theoretical calculations on the thermodynamic stability of both isomers, the most stable (EtOH) interacting more efficiently with the ice water than the isomer (DME) which has a lower adsorption energy. This result appears related to the fact that ethanol has a stronger hydrogen bond with the surface of the ice. It may help to explain the observed preferential abundance of DME in some circumstellar medium.

The wearing effects of being overworked and in somewhat poor health are reflected in my paintings, ceramic work, and mixed media pieces. I use old and dilapidated materials such as window frames, instrument cases, and wood to symbolically address my physical and emotional states. I reuse items from the past that show a sense of fatigue, tattered edges, and deterioration. Like these objects I felt run down, old, and at times, useless. However, I am comforted by the idea that old objects can, with some care, regain new life. I have discovered I seek my own rejuvenation through my creativity. As a means of releasing anger and frustration toward my fading health, I create assemblages of wilted flowers, encaustic hourglass forms, and mixed media teapots. I also create clay vessels that appear to be deteriorating and encapsulate objects in encaustic medium. Items that belonged to my relatives serve as a metaphor for my genetic illnesses. Searching for answers, living in the present, and maintaining hope are things I carry with me on my artistic journey to find a sense of self worth and to overcome disease.

The widespread distribution of personal computers (PCs) throughout organizations has made a substantial impact on information systems. Additionally, the tremendous growth of the Internet has changed the way business is carried out. As the user population evolves into a much more technical and demanding group, their needs are also changing. With this change, Management Information Systems (MIS) departments must develop new ways of providing service and support to the user community. This study investigates the relationship between information systems support structures, support services, service quality and the characteristics of a diverse user population. This includes investigating technical support issues influencing user satisfaction. This study attempts to improve the understanding of the support function within MIS. The results of this study clarify the support needs of the users and identify user satisfaction factors, as well as factors relative to the quality of the support received. Six streams of prior research were reviewed when developing the research framework. These include: user support, end users and end-user computing, identifying and classifying user types, information centers, user satisfaction, service quality and other sources of computer support. A survey instrument was designed using the (UIS) user satisfaction instrument developed by Doll and Torkzadeh (1988) and the SERVQUAL instrument as modified by Kettinger and Lee (1994). The survey was distributed to 720 individuals. A total of 155 usable responses were analyzed providing mixed results. Of the ten hypotheses, only four were rejected. The finding of this study differ from those in earlier studies. The variables that were found to be significant to the users for service quality are the method of support that is provided to the user, i.e., help desk or local MIS support and the support technician's experience level. For user satisfaction the location of the service personnel made a difference to the end user. As with service quality, the support technician's experience level added to the users' satisfaction with MIS support. The results of this study are pertinent to managers of MIS departments as it clarifies the support needs of the users and identifies issues of user satisfaction and service quality.