Thesis (MPhil)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: Customer Relationship Management (CRM) systems are increasingly becoming strategic business imperatives to organizations. This thesis states that many companies do fail to get the intended returns from CRM infrastructures simply because they see CRM as merely technological solutions to attracting and retaining customers while failing to see it as a business strategy and integrated into the business model or concept. In the first chapter, the review of literature about CRM, the aims, specific objectives, and methodology used to finalize this paper, problems and challenges surrounding CRM systems are discussed. The second chapter consists of the definition of CRM systems from various multi-disciplinary perspectives as taken from different authors. Besides, the nature, potential benefits and costs to both customers and organizations, and the different types of CRM programs are discussed in detail. In chapter three, the need to integrate CRM strategies into organizational corporate strategy and competitive strategies of various functions of an organization are discussed. Besides, the customer segmentation strategies and market segmentation strategies are explained. In chapter four, the relationships between CRM strategies and the various organizational forces such as organizational culture, structure, business processes, and measuring process re-engineering are discussed. In chapter five, the alignment of support technologies with CRM strategies is discussed in detail. The sections in the chapter include the role of ICTs in CRM systems, the use of Customer Knowledge Management (CKM) in CRM strategies, Customer data analysis, the role of data marts in CRM projects, computer system architecture and data storage management, data sources for CRM purposes, the role of database management systems in CRM systems, the role of customer contact points in CRM systems, database structures for CRM infrastructure, and the use of data mining for data analysis and information delivery. In Chapter six, the need to establish value-adding processes and the creation of value in CRM systems to both customers and organizations are mentioned as the main requirements in CRM strategies. Such sub-topics in this chapter include the customer value proposition, determination of acquisition and retention strategies and customer net value, customer service excellence, the relationship between value-adding services and personalized treatment of customers, and loyalty programs. In Chapter seven, the reasons for customer defection and the mechanisms to prevent the defection possibilities are discussed. Then, the thesis is summarized and concluded. / AFRIKAANSE OPSOMMING: Klanteverhoudingsbestuurstelsels - hierna verwys as CRM-stelsels - word toenemend belangrik vir die strategiese besigheidsbelang van organisasies. Hierdie tesis sal poog om te toon dat baie maatskapye CRM bloot as 'n tegnologiese oplossing beskou en derhalwe nie daarin slaag om met hul CRM-infrastruktuur beoogde organisasie doelwitte te behaal nie. CRM word meesal beskou as 'n tegnologiese hulpmiddel om kliente te bekom en te behou, en nie as 'n besigheidstrategie wat in die besigheidsmodel en -konsep geintergreer behoort te word nie. Die eerste hoofstuk, dek 'n literatuur-oorsig oor CRM, stel sekere spesifieke doelwitte met die studie, bespreek die metodologie wat vir die studie hieroor gebruik is en stel die probleme en uitdagings rondom CRM stelselimplementering. Die tweede hoofstuk handel oor die definisies van CRM-stelsels gesien vanuit die perspektiewe van verskillende outeurs. Verder word die aard, potensiele voordele en koste vir beide kliente en organisasies tov die implementering van CRM, asook die verskillende tipes CRM programme wat beskikbaar is, bespreek. In hoofstuk drie, word die belangrikheid om CRM strategiee met die van die organisasie se kooperatiewe en mededingende strategie te intergreer en te belyn, beklemtoon. Verder word verskeie mark-segmentasie strategiee bespreek. In hoofstuk vier gaan die bespreking oor die verband tussen CRM strategiee en die verskillende organisasie faktore soos organisasiekultuur, organisasiestruktuur, besigheidsprosesse. Die meting en beheer van die interverwantskappe van hierdie faktore word op grond van besigheidsprosesheringeneurings- (BPR) beginsels bespreek. In hoofstuk vyf word die inlynstelling/belyning van ondersteuningstegnologiee met CRM strategiee deeglik bespreek. Die afdelings van hierdie hoofstuk behels die bespreking van die rol van Inligtings Kommunikasie Tegnologie (ICTs) in CRM stelsels, die gebruik van Kliente Kennisbestuur (CKB) in CRM strategiee, klient-data analisering, die rol van data-marts in CRM projekte, rekenaarstelsel argitektuur en databergingsbestuur, data bronne vir CRM doeleindes, die rol van databasisbestuurstelsels (DBMS) in CRM, die rol van klient kontak punte, databasis-strukture vir CRM infrastruktuur, en die gebruik van datadelwings- (data-mining) tegnieke vir data analisering en inligtingsontdekking. Hoofstuk ses bespreek die behoefte om waardetoevoegende prosesse te implementeer, en om die skepping van waarde uit CRM stelsels vir beide die klient en die organisasie as die vernaamste doelwitvereiste vir 'n CRM stategie te vestig. Verder behels die onderwerpe in hierdie hoofstuk, die klient waarde-aanbod/proposisie, die bepaling van klientwerwing en -behoud strategiee, die bepaling van klient se netto-waarde, die vestiging van 'n klientediens uitnemendheidsprogram, die verband tussen waardetoevoegende dienste, die verpersoonlike hantering van kliente, en laastens die vestiging van lojaliteitsprogramme. In die finale hoofstuk word die redes vir klientedros/defeksie en die meganisme om die moontlikheid daarvan te verhoed bespreek. Daarna volg 'n opsomming en word sekere gevolgtrekkings gemaak.

This thesis is based on the needs of effective management of restaurants. This topic is very comprehensive and consists of issues stemming mainly from theories of management, economics and psychology. On the basis of needs, the thesis deals with optimization of management process in a selected organization. The main objective of this thesis is analysis of products and management methods in the restaurant Beer factory in comparison with competing products of restaurants and clubs followed by recommendations to optimize business interactions and proposals for the development of the product based on surveys and structured interviews. To achieve the main goal, three partial objectives were established. These goals are directed to the understanding and evaluation of the current situation of activities in three areas: the management of human resources, inventory management, and quality management.

Na realização deste trabalho foi utilizado o método de estudo de caso para estudar uma grande instituição financeira pública brasileira que decidiu substituir a estrutura organizacional funcional de projetos por outra que pudesse ser compartilhada por outras unidades organizacionais. Esta pesquisa analisa o desempenho desta unidade compartilhada de projetos, uma organização matricial de projetos, criada como um centro de serviços compartilhado. A concentração dos projetos neste centro buscou dentre os benefícios esperados em outros centros de serviço compartilhado a melhoria de desempenho dos projetos, quanto a maior pontualidade, melhor planejamento, controle dos atrasos e maior dedicação aos projetos. Porém não havia indicadores para verificação da melhoria após a implantação deste novo arranjo organizacional e, portanto, não era possível afirmar que seu desempenho havia melhorado conforme esperado. Foram então utilizados novos indicadores que permitiram efetuar o diagnóstico do desempenho dos projetos antes e depois da mudança organizacional. Para isto foram utilizadas as informações dos relatórios de acompanhamento do Escritório de Projetos do período de 2009 a 2013 para obtenção de indicadores de eficiência, eficácia e efetividade. Estes indicadores permitem afirmar que esta unidade compartilhada de projetos é mais eficiente, mais eficaz e mais efetiva que a estrutura organizacional funcional anterior quanto a maior pontualidade, melhor planejamento, menores atrasos e maior dedicação aos projetos. / Bibliografia: p. 104-108 / Dissertação (mestrado) - Fundação Getúlio Vargas. Escola Brasileira de Administração Pública e de Empresas, Rio de Janeiro, 2014.

Thesis submitted in partial fulfilment of the requirements for the degree Master of Technology: Business Administration in Project Management in the Faculty of Business at the Cape Peninsula University of Technology 2013 / Good governance has been and is a growing phenomenon for almost all business organisations regardless of size, profit margins and purpose for existence. Government, quasi-government, non-governmental organisations and even civic organisations have adopted a project-based approach to business. The City of Cape Town Metropolitan Municipality is one such organisation that had adopted a project-based approach to business. The challenge was how to effectively and efficiently implement governance issues around projects and business organisations. Most organisations can easily be misled if issues of governance are not clearly defined and followed. A project-based approach helps in defining the resources needed at specific times, the time required for a specific task and the cost of a specific operation. In a multi-project environment (programme) resources are shared in a well-defined manner. The City of Cape Town Metropolitan Municipality has a huge responsibility in terms of successfully initiating, planning and implementing projects successfully. The magnitude and the dynamic complexities of their operation call for proper governance structures to be established within any municipality if service delivery is the main objective. Managing complex and mega projects calls for certain leadership traits. A fusion of these traits at different management levels will be critical for effective delivery of services to the electorate. Models and plans need to be in place as guidance to successful implementation of projects. A number of people, committees and institutions have developed different governance frameworks that can be adopted by organisations as a guide to good governance. This research is based on King III guide to good governance. Challenges experienced by other Municipalities and business organisations e.g. Nelson Mandela Municipality, Eastern Cape Education Department, Transnet, LeisureNet, Limpopo Provincial government and many others, directly relate to poor governance. This therefore calls for the investigation of the Corporate Services directorate in the City of Cape Town Metropolitan Municipality to establish the level of compliance with what King III had recommended as a framework for good governance. The City of Cape Town Metropolitan Municipality has different general governance frameworks in place. However they do not use them effectively because of different issues identified by the researcher. The major challenges facing the City of Cape Town Metropolitan Municipality are effective governance communication and lack of training in the practice of good governance. There were serious discrepancies when it comes to understanding and interpreting governance issues within the different levels of management. It is expected that an organisation like the City of Cape Town Metropolitan Municipality should have proper communication channels and effective training programmes. The researcher also found that information is not readily available to people who need it most yet the expectation is that information be readily available.

Este estudo teve como objetivo principal pesquisar as visões das necessidades do cliente no setor automobilístico através da medição da qualidade percebida. O estudo concentrou-se em concessionárias de veículos automotivos, considerando a influência da montadora. Para que os objetivos propostos pudessem ser alcançados tornou-se necessário mesclar estratégias de pesquisa quantitativas e qualitativas. Para tanto se optou por um estudo exploratório com clientes das concessionárias e entrevistas individuais pautadas em um roteiro de questões abertas para as entrevistas com a montadora e alta administração das concessionárias. Adotou-se a Técnica do Incidente Crítico para elaboração dos questionários de satisfação os quais foram aplicados a clientes, vendedores e gerentes das concessionárias e diretoria e gerência da montadora. Realizaram-se também entrevistas individuais com a alta administração das concessionárias e da montadora a fim de identificar os aspectos de maior relevância e as ferramentas adotadas na identificação e manutenção da qualidade percebida quanto aos serviços de vendas prestados pelas concessionárias. Os resultados permitiram identificar que cada uma das partes pesquisadas entende a qualidade percebida em relação ao serviço de vendas de maneira distinta. Para o cliente a dimensão da qualidade de maior importância é a Competência, enquanto que os vendedores e gerentes das concessionárias acreditam ser a Confiabilidade e a montadora entende que para cliente o mais importante é a Cortesia. Este estudo identificou também que o aspecto avaliador mais mencionado tanto pela montadora quanto pelas concessionárias foi o Atendimento. A análise comparativa entre o aspecto avaliador priorizado e a dimensão da qualidade de maior correlação com a satisfação geral obteve resultados distintos entre a montadora e as concessionárias. Para a montadora, devido à discordância entre os dois entrevistados, não foi possível realizar a análise comparativa, já para as concessionárias, a análise comparativa ocorreu entre o aspecto Atendimento e a dimensão Competência. / The major objective of this study was to search the perceptions of customer needs in the automobile sector using the perceived quality measure. The study based on automotive dealers, considering the car assembler influence. In order to achieve the proposed objectives it was necessary to join quantitative and qualitative research strategies. For such, it was chosen an exploratory study involving dealer customers and individual interviews based on a script of open questions directed to car assembler and dealer interviewees. The Critical Incident Technique was used to create the customer satisfaction questionnaires which were applied to dealer customers, salesmen and managers and car assembler high management. Individual interviews had been conduced among dealers and car assembler high management in order to identify the major aspects and tools used to identify and maintain the perceived quality of sales services offered by dealers. The results obtained showed that each part searched understands the perceived quality of sales service in a different way. To the customer, the most important quality dimension is Competence whereas dealer sales and managers believe it is Reliability and car assembler understands that the most important to customer is Courtesy. This study has also identified that the aspect of evaluation most mentioned both by car assembler and dealers was Attendance. The comparative analysis between the priorized aspect of evaluation and quality dimension most correlated to the customer satisfaction in general has reached different results among car assembler and dealers. For car assembler, due to different opinions between the two interviewed, it was not possible to carry out the comparative analysis, whereas for dealers this analysis has occurred between the Attendance aspect and Competence dimension.

CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / Objetivos Descrever as caracterÃsticas clÃnicas e assistenciais de crianÃas com sibilÃncia/asma admitidas no Programa da AtenÃÃo Integral à SaÃde da CrianÃa com Asma (PROAICA) na rede de saÃde de Fortaleza MÃtodo Estudo transversal de natureza exploratÃria realizado com dados obtidos dos prontuÃrios utilizados na admissÃo de crianÃas com sibilÃncia/asma no Programa de AtenÃÃo Integral à SaÃde da CrianÃa com Asma (PROAIC Foi analisada uma amostra de 930 crianÃas entre 2 meses e 16 anos atendidas no perÃodo de Junho de 2004 a Setembro de 2005 em nove postos de saÃde e dois hospitais de Fortaleza A principal variÃvel estudada foi o tempo que as crianÃas com sibilÃncia/asma permaneceram sem assistÃncia programada atà o momento da admissÃo ao Programa Resultados O tempo mÃdio que as crianÃas ficaram sem assistÃncia programada foi de 49 meses (DP=38,1) 90,2% das crianÃas apresentaram os primeiros sintomas de sibilÃncia/asma antes dos trÃs anos de idade (mÃdia= 16 meses) No Ãltimo ano antes da admissÃo ao Programa a proporÃÃo de crianÃas que foram ao pronto-socorro foi de 91,4% enquanto que 42,3% tiveram mÃltiplas internaÃÃes 79% das crianÃas tinham classificaÃÃo de asma leve intermitente ou persistente quadro que pouco freqÃentemente justificam hospitalizaÃÃes 98,1% vinham em uso de medicaÃÃo de alÃvio por via oral e somente 4,3% usavam corticoide inalatÃrio ConclusÃes CrianÃas apresentando sibilÃncia/asma por um tempo muito prolongado sem uma assistÃncia programada na rede de saÃde de Fortaleza foi o achado principal deste estudo A maioria das crianÃas apresentou a primeira crise com idade inferior a trÃs anos e no entanto permaneceram um longo tempo sem assistÃncia programada o que contribuiu para que tivessem atendimentos repetidos nas emergÃncias com vÃrias hospitalizaÃÃes Este cenÃrio demonstra a necessidade de uma adequada atenÃÃo integral à saÃde da crianÃa com asma / Asthma is the most ordinary chronic disease in childhood, and it is characterized by presenting recurrent episodes of wheezing and, most of time, by the need of planned and continued care in order to control it. AIMS To describe clinical and aiding features of children with wheeze/asthma who are users of health services in Fortaleza. METHOD Transversal study, proceeded with data obtained from patient records employed in the admittance of asthmatic children within Integral Care to Children`s Healt Program (Programa de AtenÃÃo Integral à SaÃde da CrianÃa â PROAICA). Were selected 930 children from 2 months to 16 years-old who have been seen from June of 2004 to September of 2005, in nine primary health care facilities (PHCFs) and two hospitals. The primary variable studied was how long the wheezing child stayed without planned assistance until the moment of her admission in the Program. RESULTS The mean time children stayed unassisted was 49 months. (DP=38,1). 90,2% of children presented first symptoms of wheeze before the age of three years (mean= 16 months). In the last year, before admittance in the Program, the proportion of children who went to the ER was 91,4%, and 42,3% were multiply hospitalized. 98,1% arrived in use of relieving medication with oral administration and only 4,3% were using inhaled corticosteroid. CONCLUSIONS Children with wheeze/asthma for a very long time without planned assistance by health services web was the primary found in this study. Most of children presented the first crisis with age under 3 years and, nevertheless, they stayed for a long without planned assistance, which contributed to their recurring in-hospital assessments within the ERs with several hospitalizations. Such setting shows the need for an appropriate integral care to the health of asthmatic child

With global competition becoming a key concept in the majority of companies worldwide, it is necessary for organisations to develop operations strategies that enable them to meet their customers‘ needs. Organisations will never be capable of reaching future goals without their customers. For this reason it is imperative for organisations to identify what competitive factors are required by the market, and which performance objectives are needed in order to increase the competitiveness of the organisation. In this research, Chapters 1 and 2 were used to identify the main and subproblems of the research, to delimit the research and to provide literature background to operations strategies and related operations topics. The empirical study in Chapter 3 was used to gather information pertaining to the specific requirements of ESA’s customers, and the operations performanceof ESA. Chapter 4 was used to analyse the data gathered from the empirical study. From this analysis it was possible for the researcher to identify the specific requirements of ESA’s customers and the operations performance of ESA. Chapter 5 was used to provide recommendations to bridge the performance gap between the customer requirements and the operations performance of ESA. By effectively implementing all of the recommendations suggested in this research, ESA will be able to improve its operation performance and meet the specific requirements of its market and its customers.

M.Tech. (Construction Management) / This research provides an overview of intra-organisational centralised/decentralised structures and inter-organisational consortia. It then aims to provide a theoretical explanation of Management Shared Services, prior to providing case study evidence of management shared services performance and proposed areas of improvement, comprising business units and services departments of the Council for Scientific and Industrial Research. The research provides empirical evidence of the proposed improvement areas of selected processes of management shared services as a viable structural option for improving services provided to the business units and a starter to currently untapped reservoir of potential research. It suggests an additional improvement options to be considered in determining the optimum management shared services model and to provide business case evidence and suggestions for optimum usage of the management shared services. The research assessed the actual level of performance of Management Shared Services Unit in order to provide a basis on which to identify potentials for efficiently improving and optimising existing Management Shared Services Unit. The research identified two areas as success areas in the current set-up and six other areas as requiring improvement if Management Shared Services Unit is to serve the purpose of providing non-core services to the Business Units. The first area of success is the organisation, governance and compliance in the Management Shared Services Unit. The second is in the area systems and technology. The areas identified by research as requiring improvement are strategy, customer relations, human resources, business processes, performance management and continuous improvement.

Service Management (SM) is an integrated, cyclical and collaborative approach to the management of service requirements and levels. It involves the definition of client expectations, the satisfying of those expectations and the perpetual refining of the business agreement (Sturm 2001). SM in the ICT sector is a comprehensive process that extends beyond the development of Service Agreements (SAs). A number of identifiable steps constitute the progressive implementation of a managed services environment, the key components of which are a readiness to provide services, the accurate elicitation, management and satisfying of client requirements and the continual improvements to the business relationship. Unfortunately, a number of SM initiatives fail. These failures can be attributed to a lack of SM understanding, the absence of a fully implemented SM strategy, poor communication and people issues. This research describes an investigation of SM implementation. A number of recognised frameworks are explored and critically analysed. The common strengths of these frameworks and the results of an exploratory pilot study are used to construct an SM implementation framework. This framework is then tested empirically by means of an online survey, and revised in the light of the results of this survey. The framework comprises two distinct phases, namely a Foundation phase and a Managed Services phase. The Foundation phase comprises 8 critical preparatory activities that take a service provider to state of readiness to provide and manage ICT services. The Managed Services phase comprises 5 key cyclical steps for the management of ICT services, including Planning, Analysis, Design, Implementation and Review.

Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.