Aeroderivative gas turbines are used all over the world for different applications as Combined Heat and Power (CHP), Oil and Gas, ship propulsion and others. They combine flexibility with high efficiencies, low weight and small footprint, making them attractive where power density is paramount as off shore Oil and Gas or ship propulsion. In Western Europe they are widely used in CHP small and medium applications thanks to their maintainability and efficiency. Reliability, Availability and Performance are key parameters when considering plant operation and maintenance. The accurate diagnose of Performance is fundamental for the plant economics and maintenance planning. There has been a lot of work around units like the LM2500® , a gas generator with an aerodynamically coupled gas turbine, but nothing has been found by the author for the LM6000® . Water wash, both on line or off line, is an important maintenance practice impacting Reliability, Availability and Performance. This Thesis aims to select and apply a suitable diagnostic technique to help establishing the schedule for off line water wash on a specific model of this engine type. After a revision of Diagnostic Methods Artificial Neural Network (ANN) has been chosen as diagnostic tool. There was no WebEngine model available of the unit under study so the first step of setting the tool has been creating it. The last step has been testing of ANN as a suitable diagnostic tool. Several have been configured, trained and tested and one has been chosen based on its slightly better response. Finally, conclusions are discussed and recommendations for further work laid out.

Sales training and feedback is an important aspect of a successful business. Sales based businesses are dependent on effective customer relations. Implementing a training program that is focused on customer service could help increase sales revenue for the business as a whole. The purpose of this research study is to make recommendations for improving the process of initially greeting a customer in order to create a more positive experience from start to finish. It also examines the importance of feedback in regard to increasing desired behavior of a salesperson. After conducting a PDC with the owner, management and salespeople; recommendations for improving upon customer greetings was given to the management team.

Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2016-11-01T17:05:53Z No. of bitstreams: 1 Glauce Gomes da Rocha.pdf: 1474752 bytes, checksum: 6de29d4ece622a916cb4c9a54e390b2c (MD5) / Made available in DSpace on 2016-11-01T17:05:53Z (GMT). No. of bitstreams: 1 Glauce Gomes da Rocha.pdf: 1474752 bytes, checksum: 6de29d4ece622a916cb4c9a54e390b2c (MD5) Previous issue date: 2016-09-16 / Some methods may be used to identify variables that maintain or limit classes of behaviors. The performance diagnostic tool called Performance Diagnostic Checklist - Human Services (PDC-HS), can be a useful tool in identifying functional variables, as well as indicating possible interventions to be implemented when there are performance problems. This research aimed to (1) Translate and adapt this tool that focuses on the verbal report of the leadership and the direct observations of the applicator, (2) create a team version to be answered by the employees, and (3) their respective applications in a business services company. The method consisted of seven steps, as follows: 1º) first check: students of the fifth year of Psychology, 2º) second check: Application in a pilot class of the company's management, 3º) third check: Appraisers experts in behavior analysis, 4º) fourth check: management team and direction of the company researched, 5º) defining and redefining the performance problem, 6º) fifth check: PDC-HS application of the target group and 7º) analysis. The results of the application of the tools in the different audiences are complementary. After the applications of PDC-HS in the researched company, 14 interventions were indicated in which seven are compatible actions between leadership and employees and seven are actions that would be appropriate based on the verbal report of the employees and that were not indicated on the basis of leadership’s verbal report. For future studies there is the need for customization of the tool, depending on the behavioral description of the performance problem, target audience and institution / Alguns métodos podem ser utilizados para a identificação de variáveis que mantêm ou limitam classes de comportamentos. A ferramenta de diagnóstico de desempenho chamada Performance Diagnostic Checklist – Human Services (PDC-HS), pode ser um instrumento útil na identificação de variáveis funcionais, além de indicar intervenções possíveis de serem implementadas, quando há problemas de desempenho. A presente pesquisa visou à (1) tradução e adaptação desta ferramenta que foca no relato verbal da liderança e nas observações diretas do aplicador, a (2) criação da versão equipe para ser respondida pelos liderados, e (3) suas respectivas aplicações em uma empresa do ramo de serviços. O método consistiu em 7 etapas, sendo elas: 1º) primeira verificação: Quintanistas de Psicologia, 2º) segunda verificação: Aplicação em uma turma piloto de gestores da empresa pesquisada, 3º) terceira verificação: Avaliadores especialistas em Análise do Comportamento, 4º) quarta verificação: Equipe administrativa e direção da empresa pesquisada, 5º) definição e redefinição do problema de desempenho, 6º) quinta verificação: Aplicação do PDC-HS no grupo alvo e 7º) análises. Os resultados das aplicações das ferramentas nos diferentes públicos são complementares. Após a aplicação do PDC-HS na empresa pesquisada, 14 intervenções foram indicadas nas quais sete são ações compatíveis entre liderança e liderados e sete são ações que seriam indicadas com base no relato verbal dos liderados e que não foi indicado com base no relato da liderança. Para futuras pesquisas há a necessidade de customização da ferramenta, a depender da descrição comportamental do problema de desempenho, público alvo e instituição

Contabilidade Gerencial e a Estratégia têm em comum a questão do desempenho organizacional, a primeira tem como objetivo medir o desempenho, a segunda se preocupa em como as organizações podem obter desempenho por meio de vantagens competitivas. Uma abordagem utilizada pela Estratégia é a Visão Baseada em Recursos, nessa ótica, o desempenho é potencializado pelas competências organizacionais da empresa, mas, nessa busca pelas competências, as organizações utilizam-se do Sistema de Controle Gerencial - SCG. Dependendo de como o SCG é utilizado, diagnóstica ou interativamente, ou uma combinação dos ambos, este pode contribuir para o desenvolvimento das competências e balancear as Tensões Dinâmicas e, indiretamente, influenciar o desempenho organizacional. Fundamentado no modelo teórico de Henri (2006), o objetivo deste trabalho foi contribuir para o entendimento deste relacionamento nas 1.000 maiores empresas brasileiras, utilizando a técnica estatística multivariada Modelagem de Equações Estruturais com o método de estimação Partial Least Square PLS. Os resultados em um total de 104 empresas indicam que (i) não existem evidências de relacionamento negativo entre o Uso Diagnóstico e o desenvolvimento de competências organizacionais, sugerindo que, no Brasil, o Uso Diagnóstico pode ter um menor componente disfuncional, e também, que este pode ser visto como uma rotina organizacional necessária para manter a organização dentro de um caminho planejado, o que não é incompatível com o desenvolvimento das competências; (ii) não existem relacionamentos significativos positivos entre desenvolvimento de competências e desempenho econômico, medido pelo Retorno sobre Patrimônio Líquido, o que é coerente com o estudo de Henri (2006), sugerindo que devem existir outras variáveis não contempladas no modelo, ou ainda que o indicador RSPL possa não ser uma proxy adequada de desempenho nos anos de 2005 a 2007; (iii) existe relacionamento positivo entre o Uso Interativo e o desenvolvimento de competências, com exceção do Empreendedorismo, o que é consistente com os resultados de Henri (2006); (iv) existe relacionamento positivo entre as Tensões Dinâmicas e as competências, o que está em linha com Henri (2006) e valida a teoria de que as tensões são importantes para busca da eficácia organizacional; (v) Uso Diagnóstico e Uso Interativo do SCG influenciam positivamente as Tensões Dinâmicas, podendo configurar o SCG como um recurso complementar na ótica da VBR; (vi) quando o desempenho é medido por auto-avaliação, ocorre uma alteração nos resultados dos relacionamentos entre competências e desempenho, com as competências Aprendizagem Organizacional e Orientação para Mercado influenciando positivamente o desempenho, indicando que estas duas competências/orientações devem ser estimuladas pelo uso do SCG. Os resultados da pesquisa estão sujeitos a algumas limitações, a principal delas refere-se ao fato que as respostas refletem a percepção dos profissionais de controladoria e finanças das empresas e a análise dos dados também não considerou a estratificação por setores econômicos. Estas limitações ensejam futuras pesquisas, como a sua replicação utilizando outro perfil de respondente, a realização de estudos de casos em empresas com diferentes culturas e desempenhos, bem como estudos que aprofundem a dimensão uso com competências específicas e mesmos construtos oriundos de outros campos de conhecimento. / Managerial Accounting and the Strategy have in common the issue of organizational performance; the first has as the objective of performance measuring the second focuses on how the organizations can obtain performance through competitive advantages. An approach used by the Strategy is the Resource-Based View, through this point of view, the performance is maximized by the company organizational competences, but in this competences search, the organizations use the Management Control System - MCS. Depending on how the MCS is used diagnostically or interactively, or in a combination of both, this can contribute to the competences development and the dynamic tensions balance and indirectly, influence the organizational performance. Originated by the Henri (2006) theoretical model this study proposal is to contribute for this relationship understanding in the 1,000 Brazilian biggest companies, using the multivariate statistic technique Structural Equation Modeling with the estimation method Partial Least Square PLS. The result in a total of 104 companies indicates that (i) there are no evidences of negative relationship between the diagnostic use and the organizational competences development, suggesting that in Brazil, the diagnostic use can have a minor dysfunctional component, and also, that the diagnostic use can be seen as an organizational routine needed to maintain the organization in a planned path, which is not incompatible with the competences development ; (ii) there are no meaningful positive relationships between the competence development and the economical performance, measured by the Return on Equity, which is coherent with the Henri (2006), suggesting that there must be other variables not contemplated in the model, or even that the indicator ROE might not be an adequate proxy of development in the years of 2005-2007; (iii) there is a relationship between the interactive use and the development of competences, excepting the enterprising, which is consistent with Henri (2006) results; there is a positive relation between the dynamic tensions and the competences, which is aligned with Henri (2006) and validates the theory that the tensions are important for the search of the organizational effectiveness (v) diagnostic use and interactive use of the MCS have a positive influence on the dynamic tensions, being able to configure the MCS as an additional resource in the RBV framework ; (vi) when the development measurement is made by self-evaluation, there happens a results change of the relations between competences and performance, with the organizational learning competences and market orientation having a positive influence on the performance, indicating that this two competences/orientations must be stimulates by the MCS use. The research results have some limitation; the main one is that the answers reflect the perception of corporate controllers and finance managers The data analyses did not take in account the stratification by economical sector. These limitations enhance future researches, such as its reply using others professional profiles ; the use cases study methodology in companies with different cultural and performance profiles, and more accurate studies of the usage dimension of specific competences and the same construct deriving from other fields of knowledge.

Contabilidade Gerencial e a Estratégia têm em comum a questão do desempenho organizacional, a primeira tem como objetivo medir o desempenho, a segunda se preocupa em como as organizações podem obter desempenho por meio de vantagens competitivas. Uma abordagem utilizada pela Estratégia é a Visão Baseada em Recursos, nessa ótica, o desempenho é potencializado pelas competências organizacionais da empresa, mas, nessa busca pelas competências, as organizações utilizam-se do Sistema de Controle Gerencial - SCG. Dependendo de como o SCG é utilizado, diagnóstica ou interativamente, ou uma combinação dos ambos, este pode contribuir para o desenvolvimento das competências e balancear as Tensões Dinâmicas e, indiretamente, influenciar o desempenho organizacional. Fundamentado no modelo teórico de Henri (2006), o objetivo deste trabalho foi contribuir para o entendimento deste relacionamento nas 1.000 maiores empresas brasileiras, utilizando a técnica estatística multivariada Modelagem de Equações Estruturais com o método de estimação Partial Least Square PLS. Os resultados em um total de 104 empresas indicam que (i) não existem evidências de relacionamento negativo entre o Uso Diagnóstico e o desenvolvimento de competências organizacionais, sugerindo que, no Brasil, o Uso Diagnóstico pode ter um menor componente disfuncional, e também, que este pode ser visto como uma rotina organizacional necessária para manter a organização dentro de um caminho planejado, o que não é incompatível com o desenvolvimento das competências; (ii) não existem relacionamentos significativos positivos entre desenvolvimento de competências e desempenho econômico, medido pelo Retorno sobre Patrimônio Líquido, o que é coerente com o estudo de Henri (2006), sugerindo que devem existir outras variáveis não contempladas no modelo, ou ainda que o indicador RSPL possa não ser uma proxy adequada de desempenho nos anos de 2005 a 2007; (iii) existe relacionamento positivo entre o Uso Interativo e o desenvolvimento de competências, com exceção do Empreendedorismo, o que é consistente com os resultados de Henri (2006); (iv) existe relacionamento positivo entre as Tensões Dinâmicas e as competências, o que está em linha com Henri (2006) e valida a teoria de que as tensões são importantes para busca da eficácia organizacional; (v) Uso Diagnóstico e Uso Interativo do SCG influenciam positivamente as Tensões Dinâmicas, podendo configurar o SCG como um recurso complementar na ótica da VBR; (vi) quando o desempenho é medido por auto-avaliação, ocorre uma alteração nos resultados dos relacionamentos entre competências e desempenho, com as competências Aprendizagem Organizacional e Orientação para Mercado influenciando positivamente o desempenho, indicando que estas duas competências/orientações devem ser estimuladas pelo uso do SCG. Os resultados da pesquisa estão sujeitos a algumas limitações, a principal delas refere-se ao fato que as respostas refletem a percepção dos profissionais de controladoria e finanças das empresas e a análise dos dados também não considerou a estratificação por setores econômicos. Estas limitações ensejam futuras pesquisas, como a sua replicação utilizando outro perfil de respondente, a realização de estudos de casos em empresas com diferentes culturas e desempenhos, bem como estudos que aprofundem a dimensão uso com competências específicas e mesmos construtos oriundos de outros campos de conhecimento. / Managerial Accounting and the Strategy have in common the issue of organizational performance; the first has as the objective of performance measuring the second focuses on how the organizations can obtain performance through competitive advantages. An approach used by the Strategy is the Resource-Based View, through this point of view, the performance is maximized by the company organizational competences, but in this competences search, the organizations use the Management Control System - MCS. Depending on how the MCS is used diagnostically or interactively, or in a combination of both, this can contribute to the competences development and the dynamic tensions balance and indirectly, influence the organizational performance. Originated by the Henri (2006) theoretical model this study proposal is to contribute for this relationship understanding in the 1,000 Brazilian biggest companies, using the multivariate statistic technique Structural Equation Modeling with the estimation method Partial Least Square PLS. The result in a total of 104 companies indicates that (i) there are no evidences of negative relationship between the diagnostic use and the organizational competences development, suggesting that in Brazil, the diagnostic use can have a minor dysfunctional component, and also, that the diagnostic use can be seen as an organizational routine needed to maintain the organization in a planned path, which is not incompatible with the competences development ; (ii) there are no meaningful positive relationships between the competence development and the economical performance, measured by the Return on Equity, which is coherent with the Henri (2006), suggesting that there must be other variables not contemplated in the model, or even that the indicator ROE might not be an adequate proxy of development in the years of 2005-2007; (iii) there is a relationship between the interactive use and the development of competences, excepting the enterprising, which is consistent with Henri (2006) results; there is a positive relation between the dynamic tensions and the competences, which is aligned with Henri (2006) and validates the theory that the tensions are important for the search of the organizational effectiveness (v) diagnostic use and interactive use of the MCS have a positive influence on the dynamic tensions, being able to configure the MCS as an additional resource in the RBV framework ; (vi) when the development measurement is made by self-evaluation, there happens a results change of the relations between competences and performance, with the organizational learning competences and market orientation having a positive influence on the performance, indicating that this two competences/orientations must be stimulates by the MCS use. The research results have some limitation; the main one is that the answers reflect the perception of corporate controllers and finance managers The data analyses did not take in account the stratification by economical sector. These limitations enhance future researches, such as its reply using others professional profiles ; the use cases study methodology in companies with different cultural and performance profiles, and more accurate studies of the usage dimension of specific competences and the same construct deriving from other fields of knowledge.

Das maximale Laktat-steady-state (MLSS) gilt als ein physiologischer Parameter der Ausdauerleistungsfähigkeit. Bereits in den 1980er Jahren entwickelte Mader (1984) auf Basis der Michaelis-Menten-Kinetik eine Berechnungsmethode zur Bestimmung der Leistung im MLSS. Diese Methode setzt die Kenntnis der maximalen Reaktionsgeschwindigkeiten von Glykolyse und Atmung voraus. Die Goldstandard-Methode zur Ermittlung der Leistung im MLSS sind mehrere 30-minütige konstante Dauerbelastungen. Das hauptsächliche Ziel der vorliegenden Arbeit bestand in dem Vergleich der berechneten mit der empirisch ermittelten Leistung im MLSS. 57 männliche Probanden unterzogen sich zunächst in randomisierter Reihenfolge einem Test zur Bestimmung der maximalen Laktatbildungsrate sowie der maximalen Sauerstoffaufnahme. Im Anschluss absolvierten die Testpersonen mehrere 30 minütige Dauertests zur empirischen Ermittlung der Leistung im MLSS. Die ermittelten Ergebnisse zeigen, dass zwischen beiden Testmethoden eine hochsignifikante Korrelation (r = 0,89; p< 0,001) sowie eine mittlere Differenz von -13 Watt vorliegt. Ausgehend von den ermittelten Ergebnissen kann der Schluss gezogen werden, dass die Leistung im MLSS, ermittelt unter Verwendung der Methode nach Mader (1984) im Mittel mit der empirisch ermittelten Leistung im MLSS sehr gut übereinstimmt. Neben der angeführten Hauptstudie, wurde in der vorliegenden Arbeit weiterhin die Reliabilität und Tag-zu-Tag-Variabilität der Leistung im MLSS, der Einfluss der Testdauer auf die Laktatbildungsrate sowie die Praktikabilität der berechneten Leistung im MLSS in einem Einzelzeitfahren näher untersucht.

Present highly competitive environment has significantly contributed to the state in which success of entrepreneurial subjects is conditioned among others by their ability to identify and eliminate gaps in their performance as fast as possible. It is inevitably connected with the necessity to know the firm itself, which is one of the unexceptionable condition of reaching and maintaining competitiveness. The dissertation thesis reacts to above shown fact and to generally perceived want of suitable methodology of organizational self-assessment aimed at improvement for small and middle enterprises. The issue of organizational self-assessment is analyzed and assessed complexly in this dissertation thesis. Also less known connections and relationships as to the issue of organizational self-assessment are given here, which provides a desirable comprehensive view. In the dissertation thesis there are also specified relevant definitions relating to the subject of the dissertation thesis. The definitions are specified in mutual relationships, which increases their value in light of their contribution both to theory and to practice. In relation to the analysis of the present state in the sphere of organizational self-assessment, the dissertation thesis introduces the most spread and best known models used for organizational self-assessment. A very important part of the analytical part is created by the determination of basic approaches to organizational self-assessment with closer specification of diagnostically oriented self-assessment. A pivotal part of the dissertation thesis is represented by my own draft of the methodology of organizational self-assessment aimed at formation and maintenance of competitiveness. This methodology is based on diagnostically oriented organizational self-assessment and is intended above all for small and middle manufacturing enterprises that are certified according to the ISO 9001/2000 standard. Submitted methodology was verified with positive result in a middle manufacturing enterprise. The methodology itself is based on a frame model and on an algorithm that should facilitate the implementation and regular realization of the organizational self-assessment.

Das maximale Laktat-steady-state (MLSS) gilt als ein physiologischer Parameter der Ausdauerleistungsfähigkeit. Bereits in den 1980er Jahren entwickelte Mader (1984) auf Basis der Michaelis-Menten-Kinetik eine Berechnungsmethode zur Bestimmung der Leistung im MLSS. Diese Methode setzt die Kenntnis der maximalen Reaktionsgeschwindigkeiten von Glykolyse und Atmung voraus. Die Goldstandard-Methode zur Ermittlung der Leistung im MLSS sind mehrere 30-minütige konstante Dauerbelastungen. Das hauptsächliche Ziel der vorliegenden Arbeit bestand in dem Vergleich der berechneten mit der empirisch ermittelten Leistung im MLSS. 57 männliche Probanden unterzogen sich zunächst in randomisierter Reihenfolge einem Test zur Bestimmung der maximalen Laktatbildungsrate sowie der maximalen Sauerstoffaufnahme. Im Anschluss absolvierten die Testpersonen mehrere 30 minütige Dauertests zur empirischen Ermittlung der Leistung im MLSS. Die ermittelten Ergebnisse zeigen, dass zwischen beiden Testmethoden eine hochsignifikante Korrelation (r = 0,89; p< 0,001) sowie eine mittlere Differenz von -13 Watt vorliegt. Ausgehend von den ermittelten Ergebnissen kann der Schluss gezogen werden, dass die Leistung im MLSS, ermittelt unter Verwendung der Methode nach Mader (1984) im Mittel mit der empirisch ermittelten Leistung im MLSS sehr gut übereinstimmt. Neben der angeführten Hauptstudie, wurde in der vorliegenden Arbeit weiterhin die Reliabilität und Tag-zu-Tag-Variabilität der Leistung im MLSS, der Einfluss der Testdauer auf die Laktatbildungsrate sowie die Praktikabilität der berechneten Leistung im MLSS in einem Einzelzeitfahren näher untersucht.