O objetivo desse trabalho foi elaborar uma proposta de modelo de planejamento estratégico aplicável à realidade das empresas de serviços profissionais, especialmente no setor odontológico. Para isso, foram estudados os aspectos teóricos relevantes ao tema, as características da indústria de serviços profissionais com foco em Odontologia, e o caso de uma empresa representativa do setor. A proposta elaborada, fundamentada pela extensa pesquisa realizada, propõe a reunião dos aspectos teóricos de planejamento estratégico às características tão particulares desse setor e das empresas que o compõem. O resultado desse trabalho é uma contribuição à limitada literatura existente sobre gestão de serviços odontológicos, à própria comunidade odontológica brasileira, devido ao profundo diagnóstico apresentado para o setor e também para a produção acadêmica e científica da Escola Politécnica e da Universidade de São Paulo. / The goal of this work was to develop a proposal of a strategic planning model that fits the reality of professional service firms, especially in the Dentistry sector. With that purpose, it studied the concepts related to the topic, the main characteristics and particularities of professional service firms, with emphasis on Dentistry and developed a case study of a firm representative of the sector. The developed model, based on an extensive research, proposes joining the theoretical features of strategic planning with the very particular characteristics of this sector and its companies. The result of this work is a contribution to the limited literature about management of Dentistry services, to the Brazilian Dentistry community, because of the deep diagnosis presented for the sector, and to the academic and scientific production of the Escola Politécnica and of Universidade of São Paulo.

The main goal of this thesis is to introduce philosophy of PSA (Professional Services Automation) solutions, their benefits, structure and possible future and to describe, why and how were PSA systems developed. Inasmuch as PSA systems originally evolved from ERP systems and their current progress is very similar to the late progress of ERPs, I decided to focus my analyses on ERP systems and to use the relevant conclusions on PSA solutions. The opening chapter of the thesis (chapter 3) introduces and describes philosophy and history of ERP systems, chapter 4 then describes PSA solutions. The fifth part is addressed to the current ERP market, from which a picture of future PSA market can be derived. Practical part 6, which I consider as the primary contribution of this thesis, analyzes some dimensions of PSA in the light of future evolution of this kind of solution. It also defines some factors, that may help to increase positive effects of PSA solutions to service-oriented companies. The thesis is then closed with an example of a real PSA implementation on an engineering company (chapter 7).

“Sustainable development cannot happen without innovation. The challenge before every organization is to develop innovation strategies that not only respond to changes in the environment and societal pressures but also consider the needs and expectations of various stakeholders. The increasing turbulence in the external business environment has focused attention on the resources and organizational capabilities as the principal source of competitive advantage,” (Dasgupta & Gupta 2009, p.204). The intention of this research project is to determine how a business unit of a subsidiary in the professional services industry in an emerging market economy changed strategy from being an implementer (Gupta&Govindarajan, 1991, p.774), of head office strategy to “developing innovation strategies” (Dasgupta&Gupta 2009, p.204); to adapt to a change in the external environment that was caused by a crisis in the global economy.This study will also investigate the impact of having to change strategy, on the capability and development of the business unit of the subsidiary.A project on holding company subsidiary relationships cannot be complete without investigating how a change in strategy of a business unit of the subsidiary affected the relationship between the holding company and the subsidiary.The study looks specifically at a period that was marked by economic turmoil that is the time of the global financial crisis during the years 2008, 2009 and the years after. / Dissertation (MBA)--University of Pretoria, 2012. / Gordon Institute of Business Science (GIBS) / unrestricted

This paper digs deeper into the concept of attraction and what makes a marketing agency attractive. The authors focus on the very first stage of a business relationship before the project sets off, seeking to uncover what attraction is and which factors influence it. Through 6 semi structured interviews with companies which has been in a business relationship with marketing agencies the authors investigates what attracted them to that particular agency. As new information appeared in the interviews, the theoretical framework has been extended with more material. At the end of the paper the authors present a model which describes the components of attraction. The model is then discussed and explained.

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Yes / Operations management theory suggests that professional services firms (PSFs) have some distinct operational challenges. The purpose of this paper is to trace the emergence of professional service operations management (PSOM) thinking within a legal partnership. With the impact of deregulation there is an emerging consensus that legal services is changing, due to the socio-economic and political climates in which they operate. The purpose of this paper is to trace the value-add through the legal profession and examine how PSOM practice can be applied within a legal practice in order to create a leaner thinking. The case study analysis suggests a potential methodological mismatch between the core theoretical frameworks, exploring features of effectiveness and efficiency across legal disciplines. This paper makes a contribution through a reflection of PSOM thinking in law.

<p>This study examines how auditors’ attitude towards marketing and their view on the importance of marketing affect how they balance their time spent on marketing and auditing activities. The purpose is to understand how the changing business environment for auditors affects the relationship between the auditing profession and marketing. The study is based on a survey of 712 auditors in Sweden. The findings suggest that auditors with positive attitude towards marketing spend significantly more time on marketing activities compared to those with less positive attitude. Furthermore, auditors who view marketing activities as important, spend significantly more time on marketing activities. The number of years as approved or authorized auditor, age of the auditor, and bureau affiliation was controlled for. The result indicates that the theoretical distance between the auditing profession and marketing does not exist in practice to the same degree as it used to.</p>

<p>För ett serviceföretag är det väsentligt att kunna leverera tjänstekvalitet för att tillfredsställa kunden. Tjänsternas immateriella produktkaraktär gör det emellertid svårt för serviceleverantören i allmänhet och professionella tjänsteleverantörer i synnerhet att säkerställa kvalitet. Syftet med detta arbete är att utveckla en kontrollmodell som kan användas av professionella tjänsteleverantörer som ett hjälpmedel i arbetet att säkra servicekvalitet. Modellen bygger på relevant teori och består av tre kvalitetskategorier – image, teknisk kvalitet och funktionell kvalitet – genom vilka 13 kvalitetsdimensioner behandlas. För att pröva modellens användbarhet utvärderas med modellens intervjuguide de arbetsmetoder som används på företaget Öhrlings PricewaterhouseCoopers. Resultatet på utvärderingen visar att kontrollmodellen behandlar de kvalitetsgenererande delarna av en serviceprocess som exempelföretaget arbetar med i praktiken vilket bekräftar att studiens kontrollmodell kan användas som ett hjälpmedel av professionella tjänsteleverantörer vid kvalitetssäkring.</p>

This study examines how auditors’ attitude towards marketing and their view on the importance of marketing affect how they balance their time spent on marketing and auditing activities. The purpose is to understand how the changing business environment for auditors affects the relationship between the auditing profession and marketing. The study is based on a survey of 712 auditors in Sweden. The findings suggest that auditors with positive attitude towards marketing spend significantly more time on marketing activities compared to those with less positive attitude. Furthermore, auditors who view marketing activities as important, spend significantly more time on marketing activities. The number of years as approved or authorized auditor, age of the auditor, and bureau affiliation was controlled for. The result indicates that the theoretical distance between the auditing profession and marketing does not exist in practice to the same degree as it used to.