The diploma thesis is focused on analysis and deployment of Quality of Services (QoS) in a computer network of The University of Economics in Prague (VŠE). The thesis describes the main QoS technologies focusing on technology Diffserv and its deployment with using available network devices in computer network of VŠE. In thesis the needs of network services and protocols for quality of services with division into different classes of services according to priority are discussed. The thesis explains the benefits and drawbacks of deploying QoS in the environment of VŠE with regard to wired and wireless network. In the practical part recommendations are applied to the production network and subsequently the benefits of modification are evaluated.

El objetivo del presente trabajo de investigación es determinar la calidad percibida en los servicios de karaokes de Lima Moderna. Para dicha investigación se utilizó la metodología del modelo SERVQUAL. El diseño de la investigación es un estudio descriptivo, cuantitativo y no experimental y de tipo aplicado. Se realizaron 233 encuestas digitales enviadas por conveniencia a clientes que asisten frecuentemente a los principales karaokes ubicados en los diversos distritos de Lima Moderna. Las preguntas se agruparon en cinco factores; tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. Los resultados evidencian la validez del instrumento utilizado para la investigación con una fiabilidad de 0,97. Como resultado del estudio de investigación, se concluye que son los factores de fiabilidad y seguridad los que influyen significativamente en la calidad percibida por los clientes del servicio de karaokes. El trabajo también investiga la relación entre factores, atributos y la calidad percibida por rangos de edad, así como comparativos entre principales distritos y karaokes de Lima Moderna. En el Perú no existen estudios que aplican el modelo SERVQUAL para medir la calidad de servicio en los servicios de entretenimiento denominados karaokes, por lo que, creemos, esta investigación servirá de base para futuros estudios sobre este rubro de negocio en Lima Moderna. / The objective of this research is to determine the perceived quality of karaoke services in modern Lima. The methodology of the SERVQUAL model was used for this research. The design of the research is a descriptive, quantitative and non-experimental study of an applied type. A total of 233 digital surveys were sent out for convenience to clients who frequently attend the main karaokes located in the various districts of Modern Lima. The questions were grouped into five factors; tangibility, reliability, responsiveness, security and empathy. The results show the validity of the instrument used for the research with a reliability of 0.97. As a result of the research study, it is concluded that it is the reliability and security factors that significantly influence the quality perceived by karaoke service clients. The work also investigates the relationship between factors, attributes and perceived quality by age ranges, as well as comparisons between main districts and karaokes in modern Lima. In Peru there are no studies that apply the SERVQUAL model to measure the quality of service in the entertainment services called karaokes, so we believe this research will serve as a basis for future studies on this business area in Modern Lima. / Tesis

The aim of my diploma is to introduce the SNMP protocol designed for remote device management to the readers and present its implementation into the Opnet Modeler simulation environment. For the implementation the DiffServMIB database has been chosen, which describes the components of differentiated services mechanism. My diploma thesis describes in detail the possibilities of application of the DiffServMIB database in traffic management. The design of a simulation model, which represents the differentiated data processing in input and output direction on a router interface, is also introduced. Next, this model is implemented into the Opnet Modeler simulation environment. The goal of this simulation model is the possibility of simple configuration of individual MIB attributes. In my work I also suggest an implementation method able to interconnect the MIB database with the configuration process of the active network element - with focus on output procedures of DiffServ mechanism.

This diploma thesis deals with computer networks which play a key role in present society. More and more demands are placed on these networks (especially on quality of services and throughput) because of fast-growing developement of services such as voice and video real-time transmissions. All the packets in typical Ethernet networks are equal. Therefore it is sometimes impossible for the application to maintain required throughput speed of a network. For this case it is useful to take some mechanisms into the consideration. These mechanisms (sometimes called QoS) are able to distinguish different types of transmissions and traffic, analyze them and then prioritize them according to some pre-defined set of rules. The most famous mechanisms are Integrated Services and Differentiated Services. The implementation of Differentiated Services is the goal of this thesis.

<p>U&nbsp; doktorskoj&nbsp; disertaciji&nbsp; predstavljena&nbsp; je&nbsp; problematika poslovanja&nbsp; velnes&nbsp; centara,&nbsp; koji&nbsp; predstavljaju&nbsp; važan&nbsp; deo ugostiteljskih&nbsp; objekata,&nbsp; prilagođavanje&nbsp; obima&nbsp; i&nbsp; kvaliteta<br />velnes&nbsp; ponude&nbsp; potrebama&nbsp; velnes&nbsp; turista,&nbsp; kao&nbsp; i&nbsp; uticaj kvaliteta usluge u velnes centrima na konkurentnost hotela.U&nbsp; teorijskom&nbsp; delu&nbsp; doktorske&nbsp; disertacije&nbsp;&nbsp; predstavljena&nbsp; su glavna&nbsp; teorijska&nbsp; ishodi&scaron;ta&nbsp; koja&nbsp; se&nbsp; bave&nbsp; problematikom<br />definisanja&nbsp; pojmova velnes i subjektivno blagostanje,&nbsp; velnes turista&nbsp; i&nbsp; velnes&nbsp; turizma,&nbsp; kvaliteta&nbsp; usluga&nbsp; u&nbsp; hotelijerstvu, konkurentnosti.&nbsp; U&nbsp; empirijskom&nbsp; delu&nbsp; doktorske&nbsp; disertacije predstavljeni&nbsp; su&nbsp; rezultati&nbsp; istraživanja,&nbsp; dobijenih&nbsp; pomoću sledećih&nbsp; istraživačkih&nbsp; metoda:&nbsp; analiza&nbsp; podataka&nbsp; na&nbsp; vebsajtovima&nbsp; hotela,&nbsp; odnosno&nbsp; analiza&nbsp; velnes&nbsp; ponude&nbsp; hotela&nbsp; u loveniji&nbsp; i&nbsp; anketno&nbsp; istraživanje&nbsp; usmereno&nbsp; na&nbsp; posetioce<br />velnes centara&nbsp; izdvojenih&nbsp; hotela u Sloveniji.&nbsp; U zaključnom delu&nbsp; doktorske&nbsp; disertacije,&nbsp; pored&nbsp; zaključne&nbsp; diskusije&nbsp; o rezultatima&nbsp; istraživanja,&nbsp; istaknut&nbsp; je&nbsp; naučni&nbsp; i&nbsp; praktični<br />doprinos&nbsp; rada,&nbsp; kao&nbsp; i&nbsp; limitirajući&nbsp; faktori&nbsp; i&nbsp; preporuke&nbsp; za buduća istraživanja.</p> / <p>The&nbsp; doctoral&nbsp; dissertation&nbsp; presents&nbsp; wellness&nbsp; center,&nbsp; as&nbsp; an important part of the hotel, then adapting the diversity and quality of wellness offer to the needs of the wellness tourists, as&nbsp; well&nbsp; as&nbsp; the&nbsp;&nbsp;&nbsp; influence&nbsp; of&nbsp;&nbsp; service&nbsp; quality&nbsp; in&nbsp; wellness centers on the competitiveness of hotels.&nbsp; The theoretical part of&nbsp; the&nbsp; doctoral&nbsp;&nbsp; dissertation&nbsp; presents&nbsp; the&nbsp; main&nbsp; theoretical sources that deal with the problem of defining the concepts of wellness and subjective well-being, wellness tourism and&nbsp; &nbsp; wellness&nbsp; tourists, the quality of services in hotel industry, competitiveness.&nbsp; In&nbsp; the&nbsp; empirical&nbsp; part&nbsp; of&nbsp; the&nbsp; doctoral dissertation, the results of the research, obtained through the following&nbsp; research&nbsp; methods,&nbsp; were&nbsp; presented:&nbsp; analysis&nbsp; of data of hotel&nbsp; web sites, analysis of the hotel&#39;s wellness offer in Slovenia and&nbsp; survey research directed at visitors of the wellness centers of selected hotels in Slovenia.&nbsp; In the final part&nbsp; of&nbsp; the&nbsp; doctoral&nbsp; dissertation,&nbsp; in&nbsp; addition&nbsp; to&nbsp; the&nbsp; final discussion on the&nbsp; results &nbsp; of the research, the scientific and practical contribution of the work was emphasized, as well as&nbsp; the&nbsp; limiting&nbsp; factors&nbsp; and&nbsp; recommendations&nbsp; for&nbsp; future research.</p>

Title: Marketing Research of Customers' Satisfaction with the Services of Specific Bases of a Selected Company Objectives: The aim of the diploma thesis is to conduct a marketing research of customers' satisfaction with the services of specific bases of a selected company. Based on the results of the survey, create incentives to improve services, which will contribute to strengthening customer satisfaction with the services of these bases. Methods: Qualitative and quantitative research was used in the diploma thesis. Quantitative research, which focused on client satisfaction with services, was conducted in the form of written and electronic surveys. Qualitative research, which served to deepen the research, was carried out in the form of several semi-structured interviews with employees of the selected company. Results: For clear processing of results, mainly modified classification crosses are used, as well as tables and graphs. A modified version of the differential analysis is also used in the evaluation. The results show that the customers of specific bases of the selected company are relatively satisfied with the services. They are most satisfied with the opening time, availability of staff, willingness and performance of the staff. The research also found a number of sufficient reserves or...

The main subject of this diploma thesis is to make a proposal to improve the optical access network for the transmission of Triple play services. I would here to the reader clarify method of proposal of optical network. There are described the kinds of optical access networks with parameters, for which we must look by their construction. There are described the modern methods of construction optical network too. In the theoretical part are discussed used architecture of networks too. I met here known standards, which I compared for big importance by their choice. A reason of construction of optical network are services known like Triple play. These services together with their problems and parameters are here discussed too. At the end of theoretical part I listed here measuring method for getting negative attribute distorting the led signal. In practical part the locality witch use the optical signal as the source of information is ordered. These network use unfit connections and has less possibilities than usual and this is the reason, why is the network not able to supply Triple play in requested quality. At first the analysis of ordered network was needed. Situation was complicated by the fact, that it has been prohibited entrance to me. The structure of network and network parts was known and documented by me. I made the proposals to improve this network in practical part. By the first proposal remained original kind of access network FTTB, but used new parts with higher performance. By the second proposal I made the network FTTH, by which it was possible to use the last haul optical cables with treatment and using new elements. It was needed to create solution by flat units. The resulting proposals are here evaluated, compared and cost evaluated. For rejection of access to optical network I did not make measuring, so I made simulation for variant FTTH for getting some parameters negative acting transmission.

Resume The disertation is conceived as a case study focused on the influence of introducing the quality standards of social services in a daily centre for people with mental and combined disability. It deals with the theoretical outline of the issues, particularly The Law of Social Services n. 108/2006 in the current version of later phrasing and amendment, and the quality standards of social services in relation to mentally disabled people. It also concerns with the formation of the Diakonie of the Czech Protestant Church, the Ratolest Centre in Prague and the evaluation of practical results of the introducing of the quality standards of social services in daily work of the concerned centre from the point of its staff and ordinary practice. The work on the standards in Ratolest Centre can be devided in three main stages. The first stage concerns the years 2004-2007, when the standards were intensely but not continually worked on. The work was primarily organized by one member of the staff and the management of the Centre. In this phase it meant mainly changes of practical dealing and communication with the clients. The methodology was worked out according to the momentary need, in methodological issues was no uniting character and respecting the standards was dispersed in different documents. On this stage...

Made available in DSpace on 2016-04-04T18:31:22Z (GMT). No. of bitstreams: 1 Andrey Guedes Oliveira.pdf: 4354812 bytes, checksum: 17825c1f558c7ff18c82b21e9935d9fb (MD5) Previous issue date: 2008-02-14 / This work aims to describe the measurement the operational indicators in services attending and support problems realized by Network Operation Center, as well as, to establish attendance metrics directed towards contract maintenance, as well as, recommending the use of the simulations in the Operational Plans of the Service Information Technology Providers. The use of the Theory of Lines, eTOM (enhanced Telecom Operations Map) and ITIL (Information Technology Infrastructure Library) assisted in the analysis of the behavior of Network Operation Center. Had been used a real data from a Network Operation Center of the Datacenter, that it pertaining to a Services Telecommunications Provider. However, it is observed that the Theory of Lines and the simulations need a maximum value of attendance to be applied to the historical data of an operational team. The simulation by this attendance parameter allowed us to map the capacity of the Datacenter team with eight analysts, within acceptable values to fulfill Service Level Agreements up to 92% precision to support problems, 85% to analyze alarm tickets and 89% of utilization in a services attendance. The others simulations had projected the behavior of the team with two new scenes: ten and twelve analysts. The use of the computational simulations can be analyzed and be compared the simulated real data and with attendance projections, making possible an operational planning adjusted the new based business-oriented modalities in convergent networks. The computer simulations using maximum parameter, allowed a analyzing of services types behavior and establishing an operational planning. / Este trabalho tem por objetivo dimensionar recursos humanos nos Centros de Opera??es de Redes e estabelecer indicadores de atendimento voltados para a manuten??o dos contratos e a melhoria dos servi?os prestados, bem como utilizar simula??es computacionais no planejamento operacional para o Centro de Opera??es de Redes. As an?lises de atendimentos deste Centro de Opera??es foram realizadas por meio das melhores pr?ticas em gest?o de Tecnologia da Informa??o - ITIL (Information Technology Infrastructure Library), pelo mapa de processos de Telecomunica??es - eTOM (enhanced Telecom Operations Map) e pela Teoria das Filas. Para isto, foram utilizados dados hist?ricos e reais de um Centro de Opera??es de Rede de um Datacenter, pertencente a um Provedor de Servi?os de Tecnologia da Informa??o e Comunica??o. Foram analisados os dados de atendimentos via Teoria das Filas e comparado com os dados simulados. Notouse a necessidade de um valor m?ximo de atendimento para o dimensionamento da equipe, e esse par?metro serviu de base em novas simula??es que possibilitaram uma an?lise comparativa com proje??es de atendimento. A capacidade do grupo com os patamares aceit?veis, ao cumprimento dos Acordos de N?veis de Servi?os com oito analistas, ocorreu dentro de uma precis?o m?dia de 92% para solu??es a problemas, 85% para suporte a alarmes nos equipamentos e 89% de utiliza??o nas presta??es de servi?os. As demais simula??es projetaram o comportamento da equipe com dois novos cen?rios: dez e doze analistas. Os resultados propiciaram o estabelecimento de um planejamento operacional com os principais indicadores de atendimento e informa??es relevantes para a tomada de decis?es empresariais.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2015-05-14T17:57:45Z No. of bitstreams: 1 LizianeSilvaMenezes.pdf: 4918464 bytes, checksum: 2a4190164c3f6313abf6dcd3d0e8a09f (MD5) / Made available in DSpace on 2015-05-14T17:57:45Z (GMT). No. of bitstreams: 1 LizianeSilvaMenezes.pdf: 4918464 bytes, checksum: 2a4190164c3f6313abf6dcd3d0e8a09f (MD5) Previous issue date: 2011-12-15 / Nenhuma / Estudos demonstram a crescente importância estabelecida pelo mercado ao serviço de atendimento ao cliente. Uma vez que tal processo permite às organizações a compreensão de necessidades explícitas ou implícitas dos clientes atuais e futuros, a partir da sistematização e análise das interações recebidas nos diferentes canais de atendimento, tal movimento tem gerado questionamentos sobre como este pode ser mais bem gerenciado, visando assim qualificar os serviços prestados pelas Centrais de Atendimento atuais. Sendo a Matriz da Qualidade parte do QFD, que é um método que visa aprimorar o desenvolvimento de produtos/serviços a partir da escuta, tradução e transmissão, de forma priorizada, das necessidades dos clientes para dentro da empresa, questionou-se: como esta poderia contribuir para aprimorar os serviços prestados por uma Central de Atendimento? Desta forma, este trabalho se propôs a explorar tal questão, por meio de um estudo que objetivou analisar os resultados da aplicação desta Matriz em tal contexto. Para tanto, a pesquisa foi realizada em três etapas: (i) a primeira, de caráter Exploratório, em que foram identificadas alternativas para resposta à questão de pesquisa, a partir de uma revisão na literatura existente; (ii) a segunda, de caráter Aplicado, por meio de uma pesquisa-ação realizada na Central de Atendimento de uma Instituição de Ensino Superior de grande porte (com aproximadamente 27.000 alunos), localizada no estado do Rio Grande do Sul; tal etapa foi constituída por três fases, sendo que na primeira delas foi feita a aplicação da Matriz como ferramenta para triagem e estabelecimento das prioridades a serem trabalhadas nas etapas subsequentes; e (iii) a terceira para elaboração de análises e conclusões dos resultados. De modo geral, entende-se que os objetivos pré-estabelecidos para o estudo tenham sido atingidos, uma vez que os resultados apresentam uma análise detalhada da aplicação da Matriz em uma Central de Atendimento real, com reflexões e contribuições para pesquisas futuras sobre o tema. Entre as principais contribuições encontradas destacam-se as melhorias realizadas na infraestrutura e nos processos de gestão de pessoas e de falhas da Central de Atendimento estudada, as quais foram percebidas positivamente tanto pelos usuários como pelos gestores da Instituição após a finalização do trabalho, demonstrando assim a efetividade do método utilizado. Visando colaborar para pesquisas futuras, ao término das análises é apresentado um roteiro para possível uso em Centrais de Atendimento que estejam em busca de objetivos semelhantes. Acredita-se também que tal roteiro possa ser visto como uma ferramenta gerencial, sendo útil no apoio ao cumprimento de estratégias voltadas para gestão da qualidade. / Studies show the increasing importance established by the market at the service of customer service. Once this process enables organizations to understand the stated or implied needs of current and future customers, based on the systematization and analysis of interactions received from different service channels, such movement has generated questions about how this process can be better managed, by that means, aiming to qualify the services provided by customer service center nowadays. As the Quality Matrix part of QFD, which is a method that aims to improve the system development of products/services from listening, translating and transmission, prioritizing the needs of customers into the company, it was questioned: How could this help improving services provided by a customer service center? Therefore, this work proposes to explore this question through a study that aimed to analyze the results of the application of the Quality Matrix in this context. With this objective, the survey was conducted in three steps: (i) the first, exploratory, where there were identified alternatives to answer to the research question, from a review of existing literature, (ii) the second, applied, through an action research conducted in the customer service center of a large Higher Education Institution (approximately 27,000 students) located in the state of Rio Grande do Sul (Brazil); this step was consisted of three phases, and the first of these was the application of the Matrix as a tool for screening and establishing priorities to be worked on in subsequent steps, and (iii) the third, for the analysis and conclusion of the results. In general, it is understood that the pre-established goals for the study have been achieved, since the final work is a detailed analysis of the results of a Quality Matrix application in a real Service Center, with reflections and contributions for future research on the subject. Among the main contributions found are the improvements made in infrastructure and people management processes, and failures of the customer service center study, which were discerned positively by both users and managers of the institution after the conclusion of the work, in this manner demonstrating the effec tiveness of the method used. Aiming to contribute to future research, at the end of the analysis is presented a roadmap for possible use in customer service center that are seeking similar objectives. It is also believed that this script can be seen as a management tool and is useful in supporting the achievement of strategies for quality management.