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Primary aim of this master thesis is to depict an emergence of a professional service firm performing its' activities on the commercial real estate market in the Czech republic and to project future development in CEE region confirming existence of factors leading to fast internationalization of a professional service firm concept with specific attention to a born global concept. The work aims to identify factors of a PSF growth in various dimensions and in various specific markets as well as best practices of other globally operating structures. While the theoretical part of the thesis presents principles of a professional service firm's (PSF) function, commercial real estate market and internationalization, the practical part assumes application and implications for the company Kenoby Group ltd. (KCRE). The academic enrichment of research is derived from the three-dimensional interconnection of the concepts of Professional Service Firm, Commercial Real Estate and Internationalization, Born Global respectively.

Background: The service sector has grown immensely during the last decades and the demand for services is increasing. For professional service firms (PSFs) that want to internationalize and move to other markets, it is important to know how to attract customers and how to accommodate their needs. Therefore, it is important to know what aspects of the marketing mix to consider and how these elements can be standardized or adapted in regard to different markets and needs. It is vital to know what factors influence how the elements should be standardized or adapted in order to be able to flourish as a service firm in international markets.  Purpose: The purpose of this thesis is to explore the factors that influence the standardization or adaptation process within the marketing mix consisting of the 7Ps. Additionally, investigating to what extent each of the components of the marketing mix has been standardized, adapted or used both approaches. This thesis aims to contribute with knowledge and understanding behind these decisions as to why the marketing mix has been standardized or adapted in certain components.  Method: This study makes use of a single case study for which an exploratory approach is implemented with use of a mixed methods approach. The study uses an interpretivist philosophy and an inductive approach. Primary data was collected through interviews and a survey, while secondary data came from the company website and marketing material.  Conclusions: This study came to the conclusions that the components of product, place and people are adapted, promotion and process are standardized, and physical evidence and price is considered to be a mix. There are different factors that influence the marketing mix components, where customer preferences are considered to have the highest influence.

In the presented work I devote to creating a computer model of a professional service firm using the theory of business modeling. The whole model was programmed using the application Vensim. Another part of this work was to use this model to answer some key questions about the professional service firms. I dealt with the issue of optimal volume and optimal size of potential orders. I have also studied the influence of marketing and employee productivity on business performance. Another part of the work was to find patterns in employees career growth and to monitor sales and quality of projects delivery. I also determined the size and characteristics of critical mass. Such a model could then be used to better understand patterns of companies in the professional services industry and we can use it to manage the company more effectively in this environment.

Nowadays, market situation has moved from the mass marketing towards the era of customized marketing. To keep abreast of technological development, new approach should substitute for the traditional business models. The issue that CRM as a tool to create values for customers in developing countries has become much more attractive. The purpose of this dissertation is to figure out how to create values for the customers in the operating process of enterprise. This study is built on a model of CRM process and performance, which helps the company to create values for customers. The authors use case study to conduct this research, and data collection through the semi-structured interview.   Some findings are obtained: strategic goals and customer orientation are critical for a CRM project. The small firms’ success is derived from the effective customer orientation and meeting customer needs. CRM process contained firm resources, management of customer relationships, customer-company exchange process and people-related components. The tangible performance of successful CRM process is to increase company profits through enhancing customer behaviors. Managing relationships with customers is beneficial for the company. If a company focuses on trust, commitment, and communication between company and the customers, their relationship performance will be boost up. It will achieve the customer satisfaction, customer loyalty, customer retention. Furthermore, customer satisfaction has direct relationship with customer values, and is the chief purpose of any business and is associated with the business success.

This thesis proposes the use of a sociotechnical systems approach for analysing project management in nondeterministic project progress. The academic context of the research covers the domain of general systems theory, more specifically sociotechnical systems, and that of project management. The empirical part of the research comprises of a questionnaire spread amongst project managers in technical service firms in the built environment sector. The research shows that there are research opportunities in project management to which the sociotechnical approach to temporary project organisations can contribute.

The prominent shifts towards greater flexibility in work arrangements as well as in organizational forms have had profound effects on the labor market for engineers, and given rise to the technical consulting industry. The technical consulting firm is becoming increasingly important in many technology-based industries, as a growing number of technology-based firms rely on technical consulting firms to produce their outputs. In that respect, the technical consulting firm is an important actor for the organization and development of engineering knowledge, as well as for the transfer of knowledge to and among technology-based firms. However, despite its growing importance, the technical consulting firm has received scant scholarly attention. Hence, the purpose of this thesis is to enhance the understanding of the roles of the technical consulting firm and the technical consultants for the transfer of knowledge among problem-solving contexts and client organizations. This thesis is comprised of a compilation of three papers and an extended summary. It draws upon a qualitative single-case study in one of Scandinavia’s leading technical consulting firms. This thesis takes a multilevel perspective, and utilizes an embedded case study design to study both the organizational and the individual level of analysis. In total, it builds on 54 interviews with managers and consultants, 14 observations of a competence development program for engineers who are in the beginning of their careers as technical consultants, and 2 workshops with managers. This thesis identifies two primary capabilities, developed through the interaction between the firm and the individual level: swift transition and knowledge cycling. The findings indicate that the link between the respective capabilities creates the foundation for the successful organization of engineering knowledge. Hence, these capabilities illustrate that the technical consulting firm has other roles to play than merely solving the problem of numerical and functional flexibility. Moreover, this thesis develops the process of knowledge cycling. The knowledge cycling process addresses the role of the individual consultant in the transfer of knowledge within and among problem-solving contexts, and consists of three distinct knowledge processes found prominent during the different phases of a consulting assignment: (1) knowledge acquisition, (2) knowledge integration, and (3) knowledge transfer. Furthermore, this thesis provides insight into how formal training affects the technical consultants’ ability to transfer knowledge. The findings suggest that this ability is developed through a three-stage process: (1) identifying the core of an assignment, (2) broadening the scope of action, and (3) becoming more self-confident in the role of consultant.

Thesis submitted in fulfilment of the requirements for the degree of Master of Technology in Construction Management Department of Construction Management and Quantity Surveying in the Faculty of Engineering at the Cape Peninsula University of Technology 2014 / Many South African quantity surveying practitioners are not committed to developing knowledge and skills, a factor that may hinder the development and viability of the firm. Owing to this problem, the research focuses on the strategic role of management with an emphasis on the support mechanisms for learning and the development of knowledge. The research population focuses on professional quantity surveying firms in the Western Cape region of South Africa. The aim of the research is to understand and identify key components of management‟s strategic influence on: (a) the organisation‟s culture, (b) the development of knowledge and (c) the development of related services and skills within professional quantity surveying firms. The research methodology consists of both qualitative and quantitative methods. Management members provided qualitative data by participating in interviews and staff members provided quantitative data by completing questionnaires. The data for the research comprised a criterion sample of eleven small- and medium-sized diversified firms. The core elements of the research are the organisational culture, learning, and the development of knowledge and service diversification. The research expands information on management‟s role in the organisation‟s culture and development of knowledge in professional quantity surveying firms. The research found that there are many supportive learning elements within the organisational cultures of most quantity surveying firms. Most management members discuss employee development and performance issues, and the lessons learnt from projects. Management occasionally mentors employees and regularly allows employees to undertake challenging work activities. Management members do not, however, include employees in the development of the firm‟s related services. Management primarily established related services because there was a need for these services. The development and transfer of related service knowledge and skills are restricted to management members to a large degree. Management‟s influence on the development of knowledge and skills of employees is somewhat limited and inconsistent. Organisational culture factors such as job satisfaction and the professional development of staff members have to be given appropriate attention by management, especially from a consistency and formal standpoint. Elements that require reviewing include the time allocated for internal learning activities and learning initiatives, other than on-the-job training. Service diversification factors, such as management members restriction of staff members to core quantity surveying services, also have to be reconsidered. Elements of some related services may improve the quality of core quantity surveying services. KEYWORDS: QUANTITY SURVEYING; PROFESSIONAL SERVICE FIRM; CULTURE; LEARNING; KNOWLEDGE; SERVICE DIVERSIFICATION

Úspěch společnosti poskytující služby je závislý na efektivním využití kvalifikovaných lidských zdrojů. Na rozdíl od výrobní společnosti u firmy poskytující služby není vždy proveditelné zcela standardizovat výstupy, proto efektivita společnosti je závislá na optimalizaci vnitrofiremních procesů a přesném vymezení rolí u jednotlivých pozic. Principy Total Quality Managementu aplikované na společnost poskytující služby zajistí standardizaci fungování a vnitrofiremních procesů společnosti při zachování potřebné flexibility, což z dlouhodobého hlediska společnosti poskytující služby přinese výhody oproti konkurenci, zefektivnění řízení organizace a zvýšení návratnosti investice pro majitele/investora. Součástí práce je návrh implementace TQM připravený pro SME zabývající se poskytováním IT služeb.

Today, sustainability has become a central part of every recent global agenda. As the world is establishing a more sustainable path, professional service firms have started setting up new targets and goals to meet the changing demands and regulations of governments, societies, and investors. In an initiative to create sustainable long-term value for multiple stakeholders, professional service firms are investigating alternative approaches to value creation and competitiveness in a previously unknown market. This has proven to be challenging as value today is often measured in short-term sales and income and long-term value is often overlooked in the business model and the project selection processes.  The aim of the study was to identify and evaluate the challenges professional service firms face when incorporating sustainable value creation into their business model and also to suggest actions to create competitiveness in a previously unexplored market of sustainable value creation. An abductive case study was performed on a large professional service firm. The data collection consisted of 10 semi-structured interviews with company representatives of different ranks. Additionally, a survey with 30 respondents from the case company was carried out. The study concludes that challenges related to sustainable value creation include; incorporating clear measurement and reporting systems in terms of the triple bottom line, transforming Value Uncaptured to Value Captured, lowering the perceived risk of sustainability incorporation, and convincing the right people to make the right decisions. Moreover, the study elicits a framework for sustainable value creation that professional service firms can use as a tool to incorporate sustainability into the business model.  In order to create competitiveness in the new market of sustainable value creation, professional service firms could incorporate sustainable value creation, through the assessment of tangible and intangible assets in all business cases and offerings, and thereby work proactively to meet future demands. This will create competitiveness through a first mover advantage. / På senare tid har hållbarhet blivit en central del av varje global agenda. I samband med att världen lägger mer fokus på hållbarhet har professionella tjänsteföretag börjat sätta upp nya mål för att bemöta de förändrade kraven och reglerna från beslutsfattare i samhället och investerare. I ett initiativ för att skapa hållbart långsiktigt värde för flera intressenter undersöker professionella tjänsteföretag alternativa tillvägagångssätt för att skapa värde och förbli konkurrenskraftiga i den outforskade marknaden. Detta har visat sig vara utmanande då värde idag ofta mäts i kortsiktig försäljning och inkomst och långsiktigt värde ofta förbises i affärsmodellen och projekturval processerna. Syftet med studien var att identifiera och utvärdera de utmaningar som professionella tjänsteföretag står inför när de införlivar hållbart värdeskapande i sin affärsmodell och även att föreslå åtgärder för att skapa konkurrenskraft på en tidigare outforskad marknad för hållbart värdeskapande. En abduktiv fallstudie utfördes på ett stort professionellt serviceföretag. Datainsamlingen bestod av 10 semistrukturerade intervjuer med företagsrepresentanter av olika rang. Dessutom genomfördes en undersökning med 30 respondenter från fallstudieföretaget. Studien drar slutsatsen att utmaningar relaterade till hållbart värdeskapande inkluderar; introduktionen av tydliga “triple bottom line”-baserade mät- och rapporteringssystem, omvandling av “Value uncaptured” till “Value captured”, reducering av den upplevda risken för hållbarhets inkorporering samt att övertyga rätt personer att fatta rätt beslut. Vidare, summeras studien i ett ramverk för hållbart värdeskapande som professionella tjänsteföretag kan använda som ett verktyg för att uppnå hållbarhet i affärsmodellen. För att skapa konkurrensfördelar på den nya marknaden för hållbart värdeskapande kan professionella serviceföretag inkorporera hållbart värdeskapande, genom bedömningen av materiella och immateriella tillgångar i alla affärsfall och erbjudanden, och därigenom arbeta proaktivt för att möta framtida krav. Detta skulle kunna skapa konkurrenskraft genom en ”först till marknad” fördel.