Dans l’exercice de leur profession les pilotes doivent fréquemment faire face à des situations soudaines et inattendues, souvent potentiellement dangereuses. Ils sont formés pour les traiter efficacement mais cependant la brièveté du temps disponible avant que la situation ne dégénère, de l’ordre de quelques secondes, au plus la minute, fait que parfois la séquence cognitive perception-diagnostic-décision-action, peut être menée de façon incorrecte sous stress et aboutir à un incident grave ou même à un accident.A partir de l’analyse des comportements cognitifs élémentaires en situation critique dans cinq cas d’incidents et d’accidents, on arrive à déceler des dénominateurs communs aux réactions des pilotes, permettant l’explication des échecs constatés et l’établissement de recommandations. Le rôle primordial sous stress d’une fonction cognitive particulière associée à la mémoire à court terme est mis en lumière.Pour effectuer cette analyse il a été nécessaire de définir une modélisation dynamique du comportement cognitif des pilotes, où le facteur temps est explicité, permettant son étude dans des séquences très brèves de quelques secondes. Cette modélisation peut aussi s’appliquer à d’autres cas que ceux générant des accidents, par exemple à l’étude et à la définition des systèmes nécessitant une interface homme-système.La complexité et la particularité des actions opérationnelles dans des séquences très rapides où elles se combinent, a mené naturellement à effectuer les analyses en utilisant l’expertise de pilotes, suivant une méthode autorisant la validation des hypothèses retenues. / During the exercise of their profession, frequently pilots have to face sudden, unexpected, and often potentially dangerous, situations. They are trained to deal with these effectively, but the very short length of time available before the situation degenerates – in the order of a few seconds, a minute at most – means that the cognitive sequence of perception-diagnosis-decision-action can sometimes be carried out incorrectly due to stress and lead to a serious incident or even to an accident.An analysis of basic cognitive behaviour patterns during a critical situation in five cases of incidents and accidents, reveals common denominators within pilots’ reactions which make it possible to explain the failures observed and establish recommendations. The crucial role under stress played by a specific cognitive function associated with short-term memory is highlighted. In order to carry out this analysis it was necessary to create a dynamic model of the cognitive behaviour of pilots, bringing out the time factor, so as to make it possible to study very short sequences of a few seconds. This model can also be applied to cases other than those generating accidents, for instance to the studying and defining of systems requiring human-machine interface.The complexity and specificity of operational actions when combined into very rapid sequences led naturally to carrying out analyses making use of pilots’ expertise, according to a method which enabled validation of the hypotheses employed.

Dieser Forschungsbericht untersucht anhand von sechs Fallstudien die konkrete Prozessunterstützung in Call Centern durch in operative Anwendungssysteme eingebettete Analytik. Dies umfasst zum einen retrospektive Analysen für interne und externe Stakeholder in Form von Reporten als auch Echtzeit-Auswertungen durch grafisch-orientierte Monitor-Darstellungen. Hierbei stehen unter anderem die eingesetzten Anwendungssysteme, das Nutzungsverhalten durch die verschiedenen Call Center-Mitarbeitergruppen und die kennzahlenbasierten Auswertungsinhalte im Vordergrund.

Submitted by Patrick Scheiner (patrick.scheiner@yahoo.com.br) on 2015-04-17T20:11:33Z No. of bitstreams: 1 Dissertação Patrick Scheiner - Completa - VF.pdf: 5216710 bytes, checksum: 937bed91bcd3cf2afad372e2b5b8ea01 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2015-05-15T12:48:23Z (GMT) No. of bitstreams: 1 Dissertação Patrick Scheiner - Completa - VF.pdf: 5216710 bytes, checksum: 937bed91bcd3cf2afad372e2b5b8ea01 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-05-21T17:49:30Z (GMT) No. of bitstreams: 1 Dissertação Patrick Scheiner - Completa - VF.pdf: 5216710 bytes, checksum: 937bed91bcd3cf2afad372e2b5b8ea01 (MD5) / Made available in DSpace on 2015-05-21T17:53:44Z (GMT). No. of bitstreams: 1 Dissertação Patrick Scheiner - Completa - VF.pdf: 5216710 bytes, checksum: 937bed91bcd3cf2afad372e2b5b8ea01 (MD5) Previous issue date: 2015-01-26 / Since the end of the 90's, after a sequence of economic cycles in Brazil, the country witnesses the opening of the oil industry, linked to the discovery of the pre-salt and the immeasurable volume of natural reserves. This milestone may mark the beginning of one of the most important and diversified industrialization cycles in Brazil's economic history. Even in this industry, a market of giants, multinational corporations, big players with innovative and irreplaceable know how's, is a well known fact, especially within the professionals of this area, that many oil companies have numerous critical basic factors with urgent need of improvement. The main objective of this dissertation is to make initially a brief strategic and market analysis of the Brazilian subsidiary of an oil and gas multinational group specialized in drilling fluids technologies with presence in more than twenty countries. After immersion on this context, realize a detailed analysis of an specific process, at first glance without importance, that after being studied, monitored and mapped, could be adjusted, redesigned and implemented, bringing vast gains to the corporation regarding profitability and competitive edge. / Após uma sequência histórica de ciclos econômicos no Brasil, desde o final da década de 90, o país presencia a abertura do setor do Petróleo ligado à descoberta do pré-sal e o volume imensurável das reservas naturais. Esse marco pôde determinar o início de um dos mais relevantes e diversificados ciclos de industrialização na história econômica do Brasil. Mesmo nesse ramo de negócio, um mercado de gigantes, de multinacionais, de grandes players com estratégias inovadoras e múltiplos know-how's insubstituíveis, é fato conhecido, principalmente para os profissionais dessa seara, que muitas empresas de petróleo possuem inúmeros fatores críticos com urgente necessidade de melhoria. O objetivo principal desta dissertação é fazer inicialmente uma breve análise estratégica e mercadológica da subsidiária brasileira de um grupo multinacional do ramo de Petróleo e Gás especializado em tecnologia de fluidos de perfuração de poços de petróleo, com presença em mais de vinte países. Após imersão no contexto, realizar a análise detalhada de um processo em especial, a primeira vista sem importância, que ao ser estudado, monitorado e mapeado, pôde ser ajustado, redesenhado e implementado, apresentando ganhos substanciais para a corporação relacionados à competitividade e lucratividade.

Purpose – The purpose of this study is to investigate how working practices associated with routines and communication in a manufacturing company’s support processes can be quality assured, to ensure the ability of operational processes to maintain competitiveness. Based on the purpose, three questions have been formed:   What challenges associated with routines can be identified in the working practice of manufacturing companies support processes? What challenges associated with communication can be identified in the working practice of manufacturing companies support processes? How can challenges associated with routines and communication be managed to increase manufacturing company’s quality of support processes?   Method – To answer the study’s questions and fulfill the purpose, a case study has been conducted at DS Smith in Värnamo. The case study has consisted of a single case study design for the first two questions, while question three was answered with the help of a multiple case design due to an internal benchmarking conducted at DS Smith in Mariestad. The empirical data consisted of interviews, observations and documentary studies. An analysis of the empirical data from DS Smith in Värnamo has been compared with the theoretical framework, as well as the collected empirical data from the internal benchmarking at DS Smith in Mariestad.   Findings – An improvement in working practices in the supporting processes is necessary to improve the operational process of a manufacturing company. Routines and communication are two factors that affect the working practices in a support process, but also other parts of the company. Regarding routines, it is important for the management to take responsibility and ensure compliance with the routines. It is also important to ensure that they fulfill the purpose for which they are intended. Otherwise management should consider opportunities to update or clarify existing routines. Communication must work in all directions within the company, this applies both between employees within departments and between different departments. The management should appoint a person responsible for the transmission of information given to the right staff within the company. Poor communication and information sharing at the beginning of a process can lead to major consequences and impacts further down in the process.   Implications – The results highlighted by the study are reinforced from existing theory of how routines and communication should work within an organization. The study’s results also show that these factors have an impact on a support process, which results in an impact on the operational processes. Some practical implications that the authors have formulated are: To create clear communication channels as well as defining responsibilities and appoint responsible ones.   Limitations – Support processes in manufacturing companies have been perceived as a limited area theoretically. The theory found has mostly been very summarized and fundamental, which has limited the study from providing empirical data to previous theory or research on the subject.   Keywords – Routines, communication, quality, support process, operational process, manufacturing company / Syfte – Syftet med den här studien är att undersöka hur arbetssätt kopplade till rutiner och kommunikation i ett tillverkande företags stödprocesser kan kvalitetssäkras, för att säkerställa de operativa processernas möjligheter att upprätthålla konkurrenskraft. Utifrån syftet har tre frågeställningar formulerats:   Vilka utmaningar kopplade till rutiner kan identifieras i arbetssättet kring tillverkande företags stödprocesser? Vilka utmaningar kopplade till kommunikation kan identifieras i arbetssättet kring tillverkande företags stödprocesser? Hur kan utmaningar kring rutiner och kommunikation hanteras för att öka tillverkande företags kvalitet inom stödprocesser? Metod – För att besvara studiens frågeställningar och uppfylla syftet har en fallstudie genomförts på DS Smith i Värnamo. Fallstudien har för de första två frågeställningarna bestått av en enfallsdesign, medan frågeställning tre besvarades med hjälp av en flerfallsdesign på grund av en intern benchmarking som genomfördes på DS Smith i Mariestad. Den empiriska data utgjordes av intervjuer, observationer och dokumentstudier. En analys av empirin på fallföretaget DS Smith i Värnamo har gjorts gentemot det teoretiska ramverket, samt den insamlade empirin från den interna benchmarkingen på DS Smith i Mariestad.   Resultat – En förbättring av arbetssätt i stödprocesser är nödvändig för att förbättra de operativa processerna inom tillverkande företag. Rutiner och kommunikation är två faktorer som påverkar arbetssättet inom stödprocesser men även övriga delar av företaget. När det gäller rutiner är det viktigt för ledningen att ta ansvar och säkerställa efterlevnad av rutinerna samt att de uppfyller syftet de är avsedda till. I annat fall bör ledningen se över möjligheter att uppdatera eller förtydliga befintliga rutiner. Kommunikation måste fungera åt alla håll inom ett företag, detta gäller både mellan medarbetare inom avdelningar och avdelningarna emellan. Ledningen bör utse en ansvarig för att information förmedlas till rätt personal. Dålig kommunikation och informationsdelning i början av en process kan ge stora konsekvenser och påverkan senare i processen.   Implikationer – Resultaten som studien lyfter fram styrks av den befintliga teorin för hur rutiner och kommunikation bör fungera inom en organisation. Studiens resultat visar även på att dessa faktorer har en påverkan på en stödprocess vilket resulterar i en påverkan på de operativa processerna. Några praktiska implikationer som formulerats av författarna är bland annat att skapa tydliga kommunikationsvägar, definiera ansvarsområden samt utse ansvariga.   Begränsningar – Stödprocesser inom tillverkande företag har upplevts som ett begränsat område teoretiskt. Den teori som hittats har för det mesta varit väldigt sammanfattad och grundläggande vilket har begränsat studien från att ställa den empiriska data mot tidigare teori eller forskning kring ämnet.   Nyckelord – Rutiner, kommunikation, kvalitet, stödprocess, operativa processer, tillverkande företag

茲將史褚主要內容分述如次： 第一章緒論。先闡述本文之研究動機，方法與範圍，次分別討論團體、決策之相關概 念用以引介團體決策之意涵。 第二章列舉影響團體決策之主要投入（INPUT ）因素，分別從問題、團體、個人及領首四面向討論。 第三章探討團體決策之運作過程（OPERATIONAL PROCESS ），兼採規範及描述模型觀點分析其互動階段，最後並說明決策過程中的特徵。 第四章從事團體決策產出（OUTPUT）之功能分析 分別檢視其正、負功能及影響功能 之權變因素。 第五章對團體決策之產出功能，作一回餽（FEEDBACK），尋求增進決策效能的各種技 術，其中包括腦力激盪術（BRAINSTIRMING ）、達非法（DELPHI）、名義團體術（NO MINAL GROUP TECHUIQUE ）、品管圈（QUALITY CONTROL CIRCLE）暨分析層級過程法 （ANALYTIC HIERARCHY PROCESS）等。 第六章結論。以權變（CONTINGENCY ）觀點探討團體決策之使用契機與最佳組合，最後並總結性地提出對團體決策的未來 展望。

Dieser Forschungsbericht untersucht anhand von sechs Fallstudien die konkrete Prozessunterstützung in Call Centern durch in operative Anwendungssysteme eingebettete Analytik. Dies umfasst zum einen retrospektive Analysen für interne und externe Stakeholder in Form von Reporten als auch Echtzeit-Auswertungen durch grafisch-orientierte Monitor-Darstellungen. Hierbei stehen unter anderem die eingesetzten Anwendungssysteme, das Nutzungsverhalten durch die verschiedenen Call Center-Mitarbeitergruppen und die kennzahlenbasierten Auswertungsinhalte im Vordergrund.:1 Einleitung 2 Fallstudie - B.B.K. Vertriebs- und Kunden-Services GmbH 3 Fallstudie - DIMA Systems AG 4 Fallstudie - Regiocom Sales Service Halle GmbH 5 Fallstudie - TMA Telesmart GmbH 6 Fallstudie - Simon & Focken GmbH 7 Fallstudie - Regiocom GmbH 8 Zusammenfassung der Fallstudien-Ergebnisse

本研究以日商在台子公司為個案，探討多國企業核心流程之動態演化與創新研究。分析個案子公司的演化與創新過程，本研究從子公司的組織、母子公司關係、子公司角色、以及其核心流程，發現以下五點： 一. 對子公司的組織管理，母公司運用彈性的管理導向，有助於發揮子公司資源與能力。 二、母公司與子公司互相依存的關係，得以讓母公司可善用地主國的優勢，提昇多國企業整體營運的績效；亦能減少多國企業管理上的困難，甚至有助於多國企業的創新速度。 三、子公司的領導統御的務實化與主動性，有助於專業化資源與能力的提高。透過角色的改變，可擴大國際職責的參與機會。 四、相對於各行其是的多國企業，具有整合執行能力的子公司，可以為多國企業創造價值，並成為知識流通的來源。 五、子公司的動態演化，有助於多國企業的當地知識來源及國際化的拓展。 / This thesis has used Japanese subsidiary in Taiwan as case to study the dynamic evolution and innovation through the core process of MNC. From the view point of the organization control of alleged subsidiary, relationship of parent-subsidiary, subsidiary role in MNC, and its core process of subsidiary, we conclude the major findings are： (1). For the purpose of organization management, Parent company of MNC has adopted the flexible managerial patterns to facilitate subsidiary’s capability and its resources accumulation. (2). Relationship between parent and its subsidiary is interdependence. This kind of relationship helps Parent company who can utilize the net ownership advantages of host country to increase the total operational performance of MNC. It also helps to reduce the management difficulty toward subsidiary of MNC and even helps to increase the speed of innovation. (3). Top management of subsidiary shows their management skill with realistic and takes initiative in helping subsidiary to increase its capability and resources. Through the change of charter or its strategic roles, subsidiary can expand its participation of international responsibility. (4). Compare with other MNCs, subsidiary which has the capability of global integration can generate value-creation activities for MNC. Subsidiary will become the source of knowledge flow for its parent company. (5). The core process of subsidiary with dynamic evolution provides MNC with domestic knowledge. This evolution also helps MNC in internationalization development.