公務人員考績淘汰機制為考績法修法重點，本研究運用質性研究方法，對公務人員、學者、企業主管及媒體人員進行訪談，藉此瞭解各界對於考績淘汰機制之看法，探討改善的方向與建議。 本研究之改善建議如下： 法制面： 一、 強化考績考核公平性 二、 淘汰條件必須能篩選出不適任之公務人員 三、 強化各項配套措施 四、 保訓會適當提高審查密度 執行面 一、 淘汰機制應重視宣導與溝通 二、 淘汰機制應對相關人員施予專業訓練 三、 逐步漸進改善淘汰機制 / Elimination mechanism is the most important part of Civil Service Performance Evaluation Act. I have interviewed with some civil servants, scholars,executives and journalists about their opinions on elimination mechanism in civil service performance evaluation system hoping to reform the system. The suggestions of research are stated below: A. the dimension of legal formation： 1. To strengthen the fairness of evaluation. 2. To eliminate unqualified civic servants through appropriate competition. 3. To strengthen other systems in order to fit out the goal of Civil Service Performance Evaluation Act. 4. To enhance examination density by Civil Service Protection and Training Commission. B. the dimension of execution： 1. To pay much attention to publicize and communicate the Elimination mechanism. 2. To train relevant staff to realize how to operate the elimination mechanism. 3. To evaluate the elimination mechanism progressively.

Esta tese aborda serviços cuja \"matéria-prima\" é o próprio cliente e que se diferenciam dos demais tipos de serviços por não apresentarem uma correspondência imediata entre produto e resultado. Ou seja, os resultados almejados - frutos de vários encontros entre o cliente e o seu fornecedor - ocorrem em um tempo posterior ao da ação efetuada. Em função dessas características e da ausência de uma terminologia própria, foram denominados de Serviços de Resultados Ulteriores (SRU). Considerando-se que os SRUs apresentam características específicas, que demandam práticas gerenciais diferenciadas, neste estudo procura-se compreender tal fenômeno sob o ponto de vista de gerenciamento de operações. Desse modo, o presente trabalho objetiva auxiliar as empresas de SRU - academias de ginástica, serviços sociais de inclusão no mundo do trabalho, cursos preparatórios para concursos, entre outros - a obterem um melhor desempenho. Para tanto, a pesquisa foi baseada na metodologia de estudo de múltiplos casos, e uma mostra de seis diferentes organizações pertencentes às categorias de serviços de massa ou lojas de serviços foi investigada. Os resultados da pesquisa de campo evidenciaram que estas empresas estruturaram um sistema de monitoramento e controle voltado para o relacionamento com os seus clientes, caracterizado por rotinas de acompanhamento dos resultados ulteriores almejados e das atividades realizadas pelo cliente, ao longo de um extenso ciclo de transações. Observou-se também a utilização de táticas que favorecem mais participação e envolvimento dos clientes nas atividades executadas. Verificou-se que aplicação de um sistema de monitoramento e controle bem estruturado afeta positivamente a eficácia dos SRUs, mas ela pode ser influenciada por fatores externos que fogem ao controle da empresa. Além disso, a pesquisa observou que a retenção de clientes é afetada pela capacidade desse sistema de monitoramento e controle apontar necessidades de ajustes e correções em seu processo de entrega de serviço, pois isso favorece benefícios de natureza psicológica e social, além de possibilitar a customização do serviço entregue aos clientes. / This thesis deals with services whose raw material is the customer itself and they differentiate from the others because they do not have an immediate correspondence between the output and the outcome. That is, the outcome is obtained after several service encounters. Due to the fact that this type of service has not been appropriately studied by the service operations management literature and due to the fact that they do not have a proper terminology, them they will be called Services of Posterior Outcomes (SPO). It is important to assert that SPOs presents specific characteristics that require differentiated management practices under the point of view of service operations management, so this thesis intends to help the SPOs companies by understanding how they can achieve better performances. The methodology of case research was used in multiple cases. Six different companies classified as service shop or mass services were analyzed. The field research pointed out that SPOs companies tend to implement a monitoring system oriented for customer relationship. This system is characterized by the presence of routines that monitors the outcomes and the activities carried by the customer on the service, throughout a cycle of transactions. Also, SPO companies use tactics for promoting customer participation and your interest in the services activities. It was verified that a greater presence of this system positively affects the effectiveness of these services, but it is necessary to weigh the influence of external factors that affects the accomplishment of this objective. Moreover, the research observed that the retention of customers is influenced by the capacity of this system to make adjustments and corrections in its process of service delivery, therefore this capacity promote the acquisition of relational benefits by the customers.

Submitted by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-09-20T19:03:52Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Glaucia C. Souza.pdf: 2563102 bytes, checksum: 869d7fe9ed00b6040e6866a51ef92753 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-09-20T19:04:04Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Glaucia C. Souza.pdf: 2563102 bytes, checksum: 869d7fe9ed00b6040e6866a51ef92753 (MD5) / Made available in DSpace on 2017-09-20T19:04:04Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Glaucia C. Souza.pdf: 2563102 bytes, checksum: 869d7fe9ed00b6040e6866a51ef92753 (MD5) Previous issue date: 2017-04-13 / The quality of service in public services is vital for society, especially services for urban mobility. This work aims to analyze the quality of the service provided to the user of the Municipal Urban Planning Institute (IMPLURB), an organ belonging to the Municipality of Manaus (PMM), aiming to propose improvements aimed at citizens. The specific objectives are: to identify the profile of users of the services; Evaluate the perception of service providers regarding the quality practiced, seeking to qualify the service according to their need; And propose improvements based on Total Quality Management (TQM). Regarding the methodology, the research is of the descriptive type, of quantitative nature; As well as the means, bibliographical, documentary, case study and field research, using 139 (one hundred and thirty-nine) questionnaires with structured questions for data collection. The questionnaire was divided into five dimensions: tangibility, reliability, responsiveness, security and empathy, with a weighting in the SERVPERF (Service Performance) scale method. As for the statistical data, the free statistical software R 3.0.3 was used. The results show a positive general perception of 64.8% of service takers, regarding the quality practiced. It is recorded that of the 22 assertions studied, only four presented indices below the average (physical space unsuitable for people with special needs, requested services delivered outside the promised time, body does not open exceptions to attend at different times if users have an extra need , And the use of the Internet or the telephone for information and scheduling were not channels of service of the service that sought. On the other hand, five assertions achieved an approval rate equal to or greater than 80%, namely: 80% believe that they receive the guidelines correctly in the first contact; 86.4% feel that servers transmit responsibility in the performance of their tasks; 85% believe that servers are capable of serving users; 82% believe that servers treat users with attention and cordiality; And 84.1% say that the servers show respect and respect to users. Thus, above-average rates revealed by this research may provide reflections on the quality of the service provided to the Autarchy user, thus collaborating with proposals for improvements aimed at assisting the citizens of Manaus. / A qualidade do atendimento em serviços públicos é vital para a sociedade, especialmente os serviços voltados à mobilidade urbana. Este trabalho tem como objetivo analisar a qualidade do atendimento prestado ao usuário do Instituto Municipal de Planejamento Urbano (IMPLURB), órgão pertencente à Prefeitura Municipal de Manaus (PMM), visando propor melhorias voltadas aos cidadãos. Têm-se como objetivos específicos: identificar o perfil dos usuários dos serviços; avaliar a percepção dos tomadores de serviços quanto à qualidade praticada, buscando qualificar o atendimento conforme a necessidade dos mesmos; e propor melhorias com base na Gestão da Qualidade Total (GQT). Com relação à metodologia, a pesquisa é do tipo descritiva, de natureza quantitativa; quanto aos meios, bibliográfica, documental, estudo de caso e pesquisa de campo, utilizando-se 139 (cento e trinta e nove) questionários com perguntas estruturadas para a coleta de dados. O questionário foi dividido em cinco dimensões: tangibilidade, confiabilidade, responsividade, segurança e empatia, com lastro no método de escala SERVPERF (Service Performance). Quanto aos dados estatísticos foi empregado o software estatístico livre R 3.0.3. Os resultados revelam percepção geral positiva de 64,8% tomadores de serviço, quanto à qualidade praticada. Registra-se que das 22 assertivas estudadas, apenas quatro apresentaram índices abaixo da média (espaço físico inadequado para portadores de necessidades especiais; serviços solicitados entregues fora do tempo prometido; órgão não abre exceções para atender em horários diferenciados caso os usuários tenha uma necessidade extra; e a utilização da internet ou do telefone para informações e agendamentos não foram canais de atendimento do serviço que buscava). Por outro lado, cinco assertivas lograram índice de aprovação igual ou superior a 80%, a saber: 80% acreditam que recebem as orientações corretamente no primeiro contato; 86,4% sentem que os servidores transmitem responsabilidade no cumprimento das suas tarefas; 85% considera que os servidores são capacitados para atender os usuários; 82% julga que os servidores tratam os usuários com atenção e cordialidade; e 84,1% reputa que os servidores demonstram consideração e respeito aos usuários. Sendo assim, os índices acima da média revelados com esta pesquisa, podem proporcionar reflexões a respeito da qualidade do atendimento prestado ao usuário da Autarquia, colaborando assim, com proposições de melhorias voltadas ao atendimento dos cidadãos de Manaus.

Submitted by Liliane Ferreira (ljuvencia30@gmail.com) on 2018-02-22T11:29:14Z No. of bitstreams: 2 Tese - Flávio Henrique Alves de Lima - 2017.pdf: 4101490 bytes, checksum: 30491262532e09f5a24ab85a1d37e3a0 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2018-02-23T12:59:17Z (GMT) No. of bitstreams: 2 Tese - Flávio Henrique Alves de Lima - 2017.pdf: 4101490 bytes, checksum: 30491262532e09f5a24ab85a1d37e3a0 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2018-02-23T12:59:17Z (GMT). No. of bitstreams: 2 Tese - Flávio Henrique Alves de Lima - 2017.pdf: 4101490 bytes, checksum: 30491262532e09f5a24ab85a1d37e3a0 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2017-12-15 / Fundação de Amparo à Pesquisa do Estado de Goiás - FAPEG / Objectives: To implement the Internal Audit Committee (IAC) according to service performance indicators of a maternal and child hospital in the central region of Brazil. Methodology: Descriptive and analytical study realized from a situational diagnosis of service performance indicators and educational intervention in a public hospital in the central region of Brazil. Data sources, infection notification files related to the assistance in 2012 and 2016, service performance indicators from January to June 2017 obtained alongside the HICC database and the Internal Center of Regulation. The population was constituted by 10 professionals among managers and workers of the hospital at hand. The sample was of six professionals. Results: Performance indicators were the hospital’s global infection rate of 8,7% on average in 2012 and 3,06% in 2016, with the mortality rate of 32,4% on average in the neonatal ITU. Hospital occupation rates and the average of hospital stay showed important variations among the units evaluated. Shortcomings in relation to the efficacy of records in notification files from HICC established that 37% of them didn’t inform about the patient evolution (hospital discharge, deaths or transfers) and 17,06% which type of delivery. 19,91% of blood culture tests results were positive, but incomplete. The main shortcomings found in files from HICC were incorrect or incomplete records; illegible handwriting and erasure; absence of both records and professional identification; and the lack of clarity of important information. Actions adopted by IAC were a checklist and an interventional educative about audition to its members to reinforce the importance of records at promptuaries and alike; hospital costs; ethics and legal questions over the patient’s quality and safety; elaboration of the Internal Regiment; and the IAC implementation soon after. Conclusions: An IAC in a maternal and child hospital will improve relations among professionals, promoting an efficient communication and the clarity over auditions as a supporting instance with an educative character in searching of quality assistance in health. / Objetivo: Implantar a Comissão de Auditoria Interna (CAI) a partir dos indicadores de desempenho de serviço de um hospital materno-infantil da região central do Brasil. Metodologia: Estudo descritivo e analítico realizado a partir de um diagnóstico situacional dos indicadores de desempenho de serviço e de uma intervenção educativa em um hospital público da região central do Brasil. Fonte de dados, fichas de notificação de infecção relacionada à assistência referente a 2012 e 2016, e indicadores de desempenho de serviço de janeiro a junho de 2017 obtidos junto aos bancos de dados da CCIH e ao Núcleo Interno de Regulação. A população foi constituída por 10 profissionais, entre gestores e trabalhadores do hospital. A amostra foram seis profissionais. Resultados: Os indicadores de desempenho de serviços foram as taxas de infecção global do hospital, em média de 8,7% no ano de 2012 e 3,06% em 2016, com a taxa de mortalidade na UTI neonatal em média de 32,4%. Os percentuais de ocupação dos leitos hospitalares e a média de permanência hospitalar apresentaram variações importantes entre as unidades avaliadas. Quanto às inconformidades em relação à eficácia dos registros nas fichas de notificação da CCIH, verificou-se que 37% não informavam sobre a evolução do paciente e 17,06% o tipo de parto, e 37% delas não apresentavam registros referentes à evolução do paciente (alta, óbito, transferência). 19,91% dos resultados dos exames de hemocultura eram positivos, porém, incompletos. As principais inconformidades nos registros em fichas da CCIH foram registros incorretos ou incompletos; letra ilegível e rasura; ausência de registros e de identificação do profissional; e falta de clareza nas informações. As condutas adotadas para a implantação da CAI consistiu na elaboração de um checklist e uma intervenção educativa sobre auditoria aos seus membros, no qual reforçou-se a importância dos registros nos prontuários e documentos afins; custos hospitalares; questões éticas, legais e de qualidade e segurança do paciente; elaboração do regimento interno; e, na sequência implantou-se a CAI do hospital materno-infantil. Conclusões: A implantação da CAI no hospital maternoinfantil estreitará as relações com profissionais, favorecendo a comunicação eficaz e o esclarecimento das dúvidas destes sobre o papel da auditoria, não como uma instância fiscalizadora, mas apoiadora e de caráter educativo, na busca da qualidade da assistência em saúde.

M. Tech. Busness Administration / Existing research suggests that the Public Sector Performance Management Systems are used to some extent, in support of strategic planning and other governance and managerial functions. However, there is still a gap on the effectiveness of the performance management system. In recent years, organisations have implemented performance management because it leads to better organisational results as reported in many articles and case studies. However, there is little solid empirical evidence of the actual effects performance management has on the quantitative results of the public sector. This study aims to describe the results of a study that explores the quantitative research on the effectiveness of performance management and development in the Department of Cooperative Governance by examining the actual practices in performance management and discuss the rationale for performance management as well as the political and organisational factors influencing this process within this Department.

Food service businesses in the United States have experienced millions of dollars in losses caused by foodborne illness outbreaks, which can lead to bankruptcy and business closures. More than 68% of all foodborne illness outbreaks occur in food service establishments. The purpose of this descriptive case study was to explore the strategies leaders of food service establishments use to implement food safety regulations. Force field analysis was the conceptual framework for this study. The population for the study consisted of 3 leaders of food service establishments located in the southeastern region of the United States. Data were collected using semistructured interviews and a review of the business policies and procedures that support compliance with critical food safety regulations. The methodological triangulation approach was used to assist in correlating the interview responses with company policies and procedures during the data analysis process. Yin's 5-step data analysis approach resulted in 3 themes: (a) organizational performance analysis for improvements in food safety, (b) strategies applied to improve food safety, and (c) stability of new strategies for food safety. The key strategies identified included adhering to the guidelines of food code and regulation, conducting employee training and awareness building, and working closely with food safety inspectors. The implications for positive social change include the potential to add knowledge to businesses, employees, and communities on the use of effective food safety strategies to minimize foodborne illnesses. Such results may lead to the improvement of service performance and long-term growth and sustainability of food service establishments.

The dynamic nature of the edge cloud and future network infrastructures is another challenge to be added when modeling end-to-end service performance using machine learning. That is, a model that has been trained for one specific environment may see reductions in prediction accuracy over time due to e.g., routing, migration, or scaling decisions. Transfer learning has been proposed as an approach for leveraging already learned knowledge in a new environment, especially when the amount of training data is limited in that new domain. This thesis proposes and evaluates a heterogeneous transfer learning approach via feed-forward neural networks that addresses model transfer across different domains with diverse input features, a natural consequence of network, and cloud infrastructure re-orchestration. Transfer gain is measured, and a positive gain is empirically shown in the vast majority of cases. The impact neural network architectures have on transfer gain is also analyzed, returning interesting insights for several different neural network architectures. The method we propose is evaluated on data traces collected from a testbed that runs a video-on-demand service and a key-value store under two different load conditions. Finally, the social, economic, and environmental impact of the work is discussed, as well as possible future lines of work and the accomplished objectives. / Edge-molnets dynamiska karaktär och framtida nätverksinfrastrukturer är utmaningar som måste tas i beaktande när man modellerar prestanda med hjälp av maskininlärning. Det vill säga, en modell som har tränats för en specifik miljö kan se försämrad noggrannhet över tid på grund av t.ex. routing, migration eller skalningsbeslut i infrastrukturen. Transfer Learning har föreslagits som ett sätt att utnyttja redan inlärd kunskap i en ny miljö, särskilt när mängden träningsdata är begränsad i den nya domänen. Denna uppsats föreslår och utvärderar en heterogen metod för transfer learning som utnyttjar neurala nätverk vilka möjliggör modellöverföring mellan olika domäner med olika features. Överföringsvinsten mäts och en positiv vinst visas i de allra flesta scenarier med empirisk data. De effekter som neurala nätverksarkitekturer har på överföringsvinsten analyseras också, vilket ger intressanta insikter för valet av olika neurala nätverksarkitekturer. Metoden vi föreslår utvärderas på data som samlats in från en testbädd som kör en video-on-demand-tjänst och en nyckelvärdeslagring under två olika lastscenarier. Slutligen diskuteras arbetets sociala, ekonomiska och miljöpåverkan, liksom möjliga framtida arbetslinjer och de uppnådda målen.

目錄 謝誌－－－－－－－－－－－－－－－－I 摘要－－－－－－－－－－－－－－－－III ABSTRACT－－－－－－－－－－－－－－IV 目錄－－－－－－－－－－－－－－－－ V 表目錄－－－－－－－－－－－－－－－VII 圖目錄－－－－－－－－－－－－－－－VIII 第壹章　緒論 第一節　研究背景與動機－－－－－－－ 1 第二節　研究問題－－－－－－－－－－ 5 第三節　研究目的－－－－－－－－－－ 5 第四節　研究流程－－－－－－－－－－ 6 第貳章　文獻探討 第一節　真誠領導－－－－－－－－－－ 7 第二節　專注覺察－－－－－－－－－－ 13 第三節　情緒勞務－－－－－－－－－－ 18 第四節　主動顧客服務績效－－－－－－ 24 第五節　各變項間之關係及假設推論－－ 27 第六節　研究理論模式圖－－－－－－－32 第参章　研究方法 第一節　研究母體與抽樣對象－－－－－ 34 第二節　研究工具－－－－－－－－－－ 35 第三節　資料分析方法－－－－－－－－38 第肆章　研究分析與討論 第一節　樣本結構之敘述性統計分析－－ 41 第二節　信度與效度分析－－－－－－－ 43 第三節　相關分析－－－－－－－－－－ 51 第四節　整體結構方程模式分析－－－－ 52 第伍章　結論與建議 第一節　結論－－－－－－－－－－－－ 65 第二節　管理實務建議－－－－－－－－ 70 第三節　研究限制與後續研究之建議－－ 72 參考文獻 中文部分－－－－－－－－－－－－－－75 英文部分－－－－－－－－－－－－－－76 附錄一：研究問卷－－－－－－－－－－ 83

Title: Sport as a Public Service: Equity and Efficiency of Local Sport Facilities In the Czech Republic, clubs traditionally played a key role in providing sport facilities. In recent years, the role of local authorities in sport has strengthened. Hence, there have been changes in the management of sport facilities in the context of new trends in public administration and sport participation. The thesis analyzes and evaluates current modes of provision of public sport facilities as the consequence of these changes. The examined issue is narrowed down to the two theoretical concepts - sport equity and efficiency of sport facilities. These are perceived as a part of the performance of sport facilities (see Liu et al., 2009 or Kung and Taylor, 2010). The first part of the thesis aims to test the effect of different forms of management of sports facilities on the sport equity score in the framework of institutional analysis (Houlihan, 2005). On the basis of the original instrument for measuring of sport equity, the survey is carried out. The research sample (N = 193) is made up by the municipalities with extended powers, except for regional cities and Prague. The second part of the thesis has the character of an action research. The author evaluates the application of the NBS: Financial questionnaire...

Title: Sport as a Public Service: Equity and Efficiency of Local Sport Facilities In the Czech Republic, clubs traditionally played a key role in providing sport facilities. In recent years, the role of local authorities in sport has strengthened. Hence, there have been changes in the management of sport facilities in the context of new trends in public administration and sport participation. The thesis analyzes and evaluates current modes of provision of public sport facilities as the consequence of these changes. The examined issue is narrowed down to the two theoretical concepts - sport equity and efficiency of sport facilities. These are perceived as a part of the performance of sport facilities (see Liu et al., 2009 or Kung and Taylor, 2010). The first part of the thesis aims to test the effect of different forms of management of sports facilities on the sport equity score in the framework of institutional analysis (Houlihan, 2005). On the basis of the original instrument for measuring of sport equity, the survey is carried out. The research sample (N = 193) is made up by the municipalities with extended powers, except for regional cities and Prague. The second part of the thesis has the character of an action research. The author evaluates the application of the NBS: Financial questionnaire...