A successful Customer Relationships Management (CRM) implementation helps organisations to obtain competitive advantages over others by improving customer satisfaction and loyalty, increasing revenue and reducing operating costs. Effective CRM implementation has become more and more important owing to the huge percentage of failures that occur. This year, organisations are expected to spend about $13billion on implementing CRM. While a significant amount of research has been conducted into CRM implementations, particularly with respect to Critical Success Factors (CSFs), only a minority of the implementations have been successful. Culture plays a major role in CRM implementation. It is ranked one of the top three factors involved in CRM's CSFs. Culture, therefore, become significant issues when planning to implement CRM within the developing countries, such as the Kingdom of Saudi Arabia (KSA) due to its existing cultural differences. Very limited research into CSFs for CRM implementation in the KSA exists. This research, therefore, focuses on identifying the CSFs and their interrelationships for CRM implementation in the KSA with the ultimate aim of developing an integrated model that includes these factors and their interrelationships to support effective implementation of CRM solutions within the private sector of the KSA from both organisations' and customers' perspectives. It adopts an integrated mix of case study and Grounded Theory as a research strategy. Data was collected through semi-structured interviews and documentation, which was then analysed using Grounded Theory data analysis. The findings showed that adoption of CRM in the KSA revealed some additional CSFs to those found within other studies, such as customer culture and the country's policies and procedures. The interrelationships between the CSFs of CRM were identified and shown to be vital for successful CRM implementation. The results identified the relationships between CRM's CSFs and their key development stages. The findings were interpreted by using Institutional Theory. It was found that implementing a CRM solution as a response to institutional isomorphism pressures could lead to a conflict and mismatch of institutional logics among customers and CRM solutions. Organisations subjected to these pressures implemented CRM without the advantage of a cost-benefit analysis. This increased the failure of CRM adoption. This research makes six major contributions. Firstly, a theoretical contribution was made by applying Institutional Theory to enrich the understanding and interpretation of the research's findings. This provided useful insight into the main factors that affect the adoption of CRM and extended the line of research on the use of this theory to study Information Systems (IS) in organisations. Secondly, the development of the research model presented the CSFs that affected the adoption of CRM solutions and their interrelationships from both the organisations and customers' perspectives within KSA. Thirdly, the research identified thirty-one cause-and-effect relationships between CSFs that need to occur in a dependency mode for the success of CRM implementation. Fourthly, it identified that each CSF needs to be executed in certain stages during the CRM's development life cycle. Fifthly, this research provides organisations within the private sector in the KSA (those that intend to implement CRM solutions) with an extensive way of thinking about its CRM implementation. Finally, this research is one part of the very limited research focusing on the implementation of CRM solutions within the private sector in the KSA.

Made available in DSpace on 2010-04-20T20:51:37Z (GMT). No. of bitstreams: 3 127149.pdf.jpg: 19970 bytes, checksum: d44587155e9d0e9a1e370ad557eb0d90 (MD5) 127149.pdf: 1209153 bytes, checksum: 525716fa9b2ef7bd90e46ad7dc1afc08 (MD5) 127149.pdf.txt: 317056 bytes, checksum: 90632cb00f3a46fde95dd8cbb9af8f58 (MD5) Previous issue date: 2004-06-03T00:00:00Z / No Brasil estima-se que a participação real do agronegócio é mais de um terço do PIB nacional. A cadeia da soja é responsável por uma contribuição expressiva, sendo o Brasil um dos maiores produtores e exportadores do mundo e ainda com previsão de crescimento. A importância deste setor e o crescimento do agronegócio soja permitem acreditar que haverá uma expansão de participantes e aumento de complexidade no segmento. O atual ambiente de competitividade e exigência de flexibilidade torna necessária uma abordagem sistêmica, que olha para a cadeia de suprimentos como uma entidade única que articula as estratégias dos seus diferentes atores, orientando-os para o cliente. Gestão de Redes de Suprimentos, extensão de Gestão de Cadeias de Suprimentos, envolve ligações laterais, cadeia reversa e trocas mútuas, adotando uma perspectiva mais estratégica que contempla aquisição de recursos, desenvolvimento, transformação e gestão de relacionamentos. O propósito desta pesquisa é o de contribuir tanto para o acúmulo de conhecimento acadêmico, como para a melhoria de práticas no mundo empresarial que reflitam no avanço do setor agronegócio e do país. Para tal é desenvolvida uma análise e síntese da literatura relevante de Relacionamentos em Redes de Suprimentos que resulta no quadro dos principais elementos caracterizadores de relacionamentos e respectivas definições. É ainda proposto um modelo de encadeamento desses elementos, por meio de um diagrama, que pretende explicar, de acordo com essa literatura, como devem ser desenvolvidos e mantidos relacionamentos em rede. Por meio de um estudo de caso, tendo como unidade de análise as redes de agronegócio, especificamente o caso da soja, foi testado esse modelo recorrendo-se a entrevistas com 5 empresas. O enfoque principal incide nas questões de estratégias de desenvolvimento e manutenção de relacionamentos entre atores da rede selecionada. Os resultados da pesquisa mostram que há espaço para estudos desta natureza ao confirmarem que podem ser alcançados benefícios por meio da utilização de estratégias que contemplem Gestão de Relacionamentos em Redes de Suprimentos. / It is estimated that in Brazil the real participation of the agribusiness is more than one third of the national “PIB”. The soy bean segment is responsible for an expressive contribution, being Brazil one of the biggest producers and exporters and still remaining with a growth forecast. The relevance of the sector and the growing of the soy agribusiness allow to believe in an expansion of participants and therefore an increase of complexity in the segment. The actual environment of competition and the exigency of flexibility demand a systemic approach that looks at the supply chain as an unique identity which articulates the strategies of its different actors towards the final costumer. Supply Networks Management, extension of Supply Chain Management, involve lateral links, reverse loops, two-way exchanges, adopting a broad strategic view concerning resource acquisition, development, transformation and relationships’ management. The purpose of this study is to contribute for both academic knowledge and company practices that reflect the advance of the agribusiness sector and the country. For such purpose it is developed an analysis and synthesis of the relevant literature concerning Supply Network Relationships, which results in a panel of the principal elements and definitions. Moreover, it is suggested a model for the order of such elements trough a diagram which attempts to explain how relationships are developed and maintained. A case study, having as analysis unit the agribusiness network, specifically the soy case, tested that model by applying interviews in five companies. The main issue is the strategies of developing and maintaining the relationships between actors in the selected network. The results show that there is space for studies of this nature by confirming that benefits can be reached when Supply Network Relationships Management is used as strategic competence.

This Diploma thesis examines the issue of family constellations school directors. It explores the family constellation directors of different types of schools. Starts from the premise that school heads comes from a similar initial family environment and that there is no difference between family constellations directors of kindergartens, primary and secondary schools. Basic starting point has become from research results of family constellations school principals in the Czech Republic, which uncover their characteristics.The theoretical part of the thesis starts with an explanation of basic terms, as well as maps of the individual differences-influence of heredity, family, education and environment. It also discusses the analysis of family constellations and their impact on the conduct and behavior of man. The research is based on a mixed research design. There is included both qualitative and quantitative phase of research. The entire research work is kept aim the work and research questions. They are looking for answers to what are the family constellation headmasters and if there is any similarity with head teachers and if there are differences in family constellations with directors of various types of schools. The conclusion provides an overview of family constellations school directors. The...

Made available in DSpace on 2016-04-28T20:19:13Z (GMT). No. of bitstreams: 1 2006-Salete Leone Ferreira.pdf: 967608 bytes, checksum: 99f1100ab18c0761b8fe87a915cdf963 (MD5) Previous issue date: 2006-12-14 / This work aims at presenting the techniques of Public Relations as strategies of the organizacional relationships management through a case study of the Company Eletronuclear Termonuclear S.A., situated at the Mombucaba, Angra dos Reis Municipality, RJ. To this end, the public relation practices accomplished by this Company and the organization s public expectations have been compared. Samples of the Company s workers had been interviewed, such as the professional of Public Relations of the Center of Information of Mambucaba, the Assessors of the Press and Communication of the Presidency, the Sector of Regional Integration, 69 collaborators of the Company, 8 Visitors of the Center of Information of Mambucaba, 87 people of four communities next to the Company, and 15 wives of the organization s collaborators. The findings have suggested that the Company s communication was perceived by the respondents as rather fragmented, and that they did not possess enough knowledge about the Public Relations professional potential, leading them to have a limited usage of its techniques. / Este trabalho visa apresentar as a??es de rela??es p?blicas como estrat?gia de gest?o do relacionamento organizacional, atrav?s de estudo de caso da Empresa Eletronuclear Termonuclear S. A, localizada em Mambucaba, no munic?pio de Angra dos Reis, R. J.. Para isso foram confrontadas as pr?ticas de rela??es p?blicas executadas na Empresa com as expectativas dos p?blicos da organiza??o. Como amostras, foram entrevistados o profissional de Rela??es P?blicas do Centro de Informa??es de Mambucaba, os Assessores de Imprensa e Comunica??o da Presid?ncia, o Setor de Integra??o Regional, 69 colaboradores da Empresa, 08 Visitantes do Centro de Informa??es de Mambucaba, 87 pessoas de 04 Comunidades pr?ximas ? Empresa e 15 esposas de colaboradores da organiza??o. Como resultado percebeuse: certa insatisfa??o por parte dos p?blicos da empresa; que sua comunica??o encontra-se fracionada e que os respons?veis por esta atividade n?o possuem conhecimento suficiente do potencial da profiss?o de Rela??es P?blicas, ocasionando utiliza??o limitada de suas estrat?gias.