Dans ce travail de recherche nous nous intéressons à un objet particulier : la conception de lignées de services complexes. Nous étudions cet objet dans un contexte particulier lui aussi, celui de la Défense en Europe. Chacun de ces termes est porteur d’interrogations : que sont les services dans l’armement ? ; en quoi sont-ils complexes ? ; qu’est-ce qu’une lignée de service ? Ces services se caractérisent principalement par une durée de la relation s’inscrivant dans le temps long, de l’ordre de plusieurs décennies, sans commune mesure avec les services le plus souvent étudiés. La complexité de l’écosystème d’acteurs – mêlant public et privé – ainsi que celle intrinsèque aux produits et systèmes d’armement – systèmes de missiles, avions de combat, sous-marins nucléaires, etc. – contribuent également à l’originalité et la valeur de notre objet d’étude. La lignée, issue du monde de la conception innovante de produits, se caractérise sous deux dimensions en interaction : la succession de projets et l’accumulation des connaissances. Là encore, ces deux dimensions sont souvent absentes de la recherche sur les services. Dans l’optique de conception qui est la nôtre, les premières questions en appellent deux autres : comment représenter de tels services ? ; et comment organiser les fonctions de conception et notamment la création des connaissances nouvelles, innovantes, nécessaires à la co-conception et à la co-production du service par l’ensemble des acteurs ? Nous avons mené cette recherche au plus près du terrain. Intégré durant trois ans au sein d’un grand groupe Européen de défense (au titre d’une convention CIFRE), directement impliqué dans différents projets de conception de services innovants, nous avons été confronté d’un point de vue pratique autant que théorique à ces questions. Les travaux s’articulent autour de ces projets ainsi que d’une étude de cas comparative entre des projets de service de défense en France et au Royaume-Uni. À ce titre, le doctorant a effectué une période de six mois en tant que visiting PhD à l’Université de Cambridge. Quoi qu’ancrée dans un secteur particulier, notre recherche est porteuse d’enseignements à la portée plus générale pour la recherche comme pour les praticiens. À la fois Issu des cas et utilisé comme grille de lecture de ces mêmes cas, l’outil ReADy – pour Référentiel d’Analyse Dynamique de la valeur de service – est le principal apport conceptuel de nos travaux. Par la tension qu’il introduit entre ses deux composantes que sont le concept et le contrat, il contribue à représenter et concevoir la succession des projets de service. Par la notion de communauté d’apprentissage, en lien avec ReADy, nous mettons en lumière les principaux mécanismes de la création des connaissances nécessaires à la mise en place d’une lignée de services complexes. / In this research we look at a singular object: lineages of complex services design. We study this object in a context singular in itself, which is the European Defence Sector. Each of the above terms raises questions: what are services in the defence sector? What makes them complex? What is a service lineage? The services we look at are characterised by the duration of the relationship, to be counted in decades, without measure with the ones most commonly studied. The complexity of the ecosystem of actors – comprising public and private sectors – and that of the underlying products and systems – e.g. missiles systems, fighter aircrafts or nuclear submarines – also contribute to the originality and the value of the object of our research. The concept of lineage, rooted in the innovative design of products, is best described by the interplay between the succession of projects and the accumulation of knowledge. Here again, both dimension are most often overlooked in service research. In our perspective of service design, our first questions call for two others: how to describe such services? and how to organise the design functions in such manner that new knowledge is created and shared to allow co-design and co-production of the service by the whole ecosystem of actors?Our research was conducted in close proximity with the actual field. Fully integrated within the organisation of a major player in the European defence sector (as per a CIFRE convention), the researcher was hands-on with several innovative service design projects and confronted with the above questions on both theoretical and practical perspectives. These projects are at the heart of our research, together with a comparative case study of defence services in France and the United-Kingdom. To that effect, a six month visiting PhD period was conducted in the University of Cambridge.Although being rooted in a singular context, our research bears more general insights for academia and practitioners alike. Coming from the case material and used to shed light on it as well, our ‘Dynamic Analysis of service value Referential ‘, dubbed ReADy, is the main theoretical contribution of our work. By the tension it introduces between its two components – the concept and the contract – it contributes to the description and design of the successions of service projects. With the concept of ‘learning communities’, together with ReADy, we shed light on the main knowledge creation mechanisms at work when implementing a lineage of complex services.

published_or_final_version / Social Work / Master / Master of Social Work

Thesis (Ph.D.)--Bowling Green State University, 2008. / Document formatted into pages; contains xv, 162 p. Includes bibliographical references.

Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1993. / Source: Masters Abstracts International, Volume: 45-06, page: 2951. Abstract precedes thesis as 4 preliminary leaves. Typescript. Includes bibliographical references (leaf 75).

Thesis (M.A. (Health Social Science))--Mahidol University, 1999.

Thesis (M.S.)--University of Michigan, 1985.

Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 78-79).

The boom of the internet economy and the smartphone explosion currently experienced in South Africa is making it increasingly more convenient for South African residents to purchase electronically supplied goods and services from suppliers located all across the globe with the mere click of a button. The increasing number of purchases online is making it almost impossible for the South African Revenue Service to collect the Value-Added Tax on specifically electronically supplied services purchased from foreign suppliers. It is further placing South African suppliers of similar goods and services in a disadvantaged position in respect of pricing when compared to foreign suppliers. In the 2013 budget speech, the Minister of Finance indicated that the Value-Added Tax implications of the supply of digitised products by foreign suppliers are an area of concern. By July 2013 proposals were contained in the Draft Taxation Laws Amendment Bill to address this very problem. The aim of this study is to critically evaluate the proposed methods to collect Value-Added Tax on electronically supplied services, as contained in the Draft Taxation Laws Amendment Bill through a detailed literature review and critical evaluation. The literature review focuses on sections 7(1)(c) and 14 of the Value-Added Tax Act, the sections of the Value-Added Tax Act which currently regulates the collection of Value-Added Tax on electronically supplied services, as well as the methods used in the European Union and New Zealand to collect Value-Added Tax and Goods and Services Tax on electronically supplied services. The critical evaluation of the proposals identifies shortcomings and provides recommendations to overcome the shortcomings to ensure that the proposed changes will address the concerns and align South African legislation with global practices. The study concludes that, although the proposed changes to the method to collect Value-Added Tax on electronically supplied services are a step in the right direction, there is still work to be done by legislators on the details of the proposals to ensure successful implementation in a South African environment. / Dissertation (MCom)--University of Pretoria, 2014. / am2014 / Taxation / unrestricted

<p>Inappropriate ambulance use can be defined broadly as the use of emergency medical services (EMS) transport for non-urgent medical conditions, or when the patient does not use alternate transportation available. It drains health system resources, contributes to low morale among paramedics, and can delay care for patients who may be appropriately treated in alternative settings. An increasing number of studies indicate <em>that</em> inappropriate EMS use occurs, but few studies investigate how perspectives of inappropriate use are constructed. This study explores the construct of appropriateness in the context of ambulance use, and examines the implications of varying perspectives on ambulance billing policies.</p> <p>We present a grounded theory on the construct of appropriate ambulance use from interviews with paramedics in Ontario, national media reports and online reader commentary. Findings show that the role of paramedics varies across regions, and includes various types of care (e.g., emergency response, primary care and preventative care), and transportation (e.g., to the emergency department or urgent care clinics). In turn, constructs of appropriateness vary. In ambiguous cases, paramedics use their perception of the patients’ ability or attempts to cope with the medical situation to evaluate the appropriateness of ambulance use. Unexpectedly, the most frustrating cases of inappropriate ambulance use tend to be initiated by organizations, such as long-term care facilities, rather than members of the general public. These findings raise questions about the potential for ambulance user fees conditional on ‘appropriateness’ to improve either the effectiveness or the efficiency of ambulance services.</p> / Doctor of Philosophy (PhD)

The purpose of this study was to provide an in-depth explanation of the development of coordinated services during the last four years at a selected number of Project Success pilot sites, and to identify critical factors that emerged which are associated in the literature with effective school-linked strategies. The research questions guiding this study were: (1) What common elements developed that crossed all selected sites, and what individual differences emerged among the sites? (2) What organizational structure emerged among the multi-agencies at the selected sites? (3) What collaborative processes emerged across selected sites that facilitated the project? (4) In what ways did parents become involved in the implementation of the project? (5) What barriers or support were encountered in establishing and operating the sites? The data collection for this study occurred in three parts: individual interviews with the Project Coordinators, focus group interviews with appropriate representatives of the pilot site projects, and notes from meetings of the Local Governing Board. A questionnaire that consisted of seven questions was used to collect data for this study. Materials gathered during in-depth interviews were transcribed and analyzed after the interviews were completed. First, the researcher read the transcribed interviews and hand coded the consistencies and emerging themes on a large chart. Second, a matrix was made of the hand coded data using a word processor. Third, the researcher used the Ethnograph Computer Software Program to organize and code the data. From this data, the researcher identified themes, common patterns, and important stories shared by the participants regarding their experiences with developing coordinated services to meet the needs of children and families during the last four years. A narrative summary was written for each selected pilot site. Recommendations for further research are provided at the conclusion of chapter five. / Ed. D.