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This work is an endeavour on the subject of the Critical Success Factors imposed by Human Resources, in the process of reforms, under the context of New Public Management, particularly, as this applies in the Greek Public Sector and more specifically in the cases of ISO implementation. The fundamental issues it attempts to elucidate are the Human Resources policies that must be applied, so that employees become an integral element for the successful implementation of any introduced reforms. Many scholars have pointed out the gap in literature regarding the effect of New Public Management (NPM) reforms on the human factor. Moreover, in the current Greek reality, in the context of the economic recession and the debt crisis, where public administration reforms are mandatory, the thorough examination of the vital issues, pertaining to Human Resources, consists a major priority. The qualitative research method applied with the employees of the reformed organisations has further aspired to ponder and determine what really matters during the transformational process from the employees’ point of view. The conclusions we have reached underpin the importance of Human Resources motivational factors in the reform process, taking into consideration that the employee is the catalyst for any change effort. Some of those factors were found to be also part of the ISO concept per se, thus, their implementation would boost the employees’ morale, while others must be carefully analysed, planned and implemented by all the stakeholders to further facilitate the change process. We have to bear in mind that, especially under the current dire economic environment, quality reforms could be a challenge, as they combine fiscal discipline and at the same time aspire to increase the employees’ and citizens’ satisfaction. This study goes further to suggest that, the implementation of ISO reforms could help all the participants, provided that the decision makers take into serious consideration the Critical Success Factors outlined herewith, that have been extracted from a survey conducted pertinent to our research. This study focused on the reforms/ISO process as implemented by the Intermediate Managing Authority of the Ionian Islands. Further research on the implications from the implementation of NMP doctrines on Human Resources should be conducted in other Greek governmental organisations, in order to reaffirm the results and possibly enhance the suggested model. Conclusively, our ultimate target is to assist decision makers and encourage them to utilise the arguments depicted, towards the successful implementation of NPM doctrines.

L’objectif de cette étude ne concerne pas seulement les facteurs de succès de l’internationalisation, mais plus particulièrement les facteurs de succès de la vente dans le contexte de l’internationalisation, donc le noyau réel du succès de l’internationalisation. Fondamentalement, il n’existe pas de recherche sur les facteurs de succès dans le processus de vente à l’exportation, donc de recherche plus approfondie sur les facteurs de succès généraux dans le processus de vente. La recherche discutée à ce propos a été examinée sur deux plans: au niveau organisationnel et au niveau individuel. Il s’agit d’une enquête portant sur 788 PME suisses, dans lesquelles 876 personnes ont été interrogées. Près de 80% de ces personnes étaient les CEO des entreprises qui ont pris part à l’enquête, alors que 20% appartenaient au Senior Management. La vue d’ensemble de l’analyse quantitative et qualitative fait apparaître un résultat relativement cohérent : les entreprises qui ont du succès agissent de manière fondamentalement plus personnelle et individualisée dans les différentes dimensions comme le nombre de canaux de distribution, le nombre de stratégies de traitement du marché, le focus sur une largeur d’assortiment plus limitée, le développement et l’importance du collaborateur dans la vente et du processus de vente individualisé qui repose sur le client et non pas sur des instruments standardisés (techniques de vente, matériel de présentation standardisés, etc.). Cette tendance a aussi été relevée dans la littérature émanant de la recherche dans le domaine des facteurs de succès et de la recherche sur l’entrepreneuriat dans le domaine de l’internationalisation / The aim of this study is not only to consider success factors in internationalization, but more particularly success factors for sales in the context of internationalization, in other words, the real kernel of success in internationalization. Basically, there is no available research on success factors in the process of export sales, i.e. more in-depth research on general success factors in sales processes. The research discussed on this question has been examined on two levels: the organizational level and the individual level. The survey covered 788 Swiss SMEs, in which 876 people were questioned. Close to 80% of those questioned were the CEOs of the companies which participated in the survey, while 20% were members of Senior Management. The view of the ensemble of the quantitative and qualitative analysis produces a relatively coherent result: companies that are successful fundamentally act in a more personal and individualized manner in the different dimensions, such as the number of distribution channels, the number of market processing strategies, the focus on a more limited product range, the development and the importance of the employee in the sale and individualized sales process which is based on the client and not on standardized instruments (sales techniques, standardized presentation materials etc.). This tendency was also highlighted in the literature coming from the research in the field of success factors and research into entrepreneurship in the field of internationalization

Made available in DSpace on 2015-02-24T20:17:25Z (GMT). No. of bitstreams: 1 RaquelFM_DISSERT.pdf: 2043429 bytes, checksum: 2bbbe7d6e19a49a8127af4cf0a766090 (MD5) Previous issue date: 2011-08-09 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / This study aims to compare the thermal performance of tiles made from recycled material (waste packaging cardboard with aluminized film) with the tiles of fiber and bitumen, fiber cement and red ceramic with the aim of verifying the suitability of tile to be used in hot and humid climate of low latitude. The samples were selected according to the availability from Natal RN market, as they are sold to the consumers. The methodology was based on studies that used experimental apparatus composed of thermal chambers heated by banks of incandescent bulbs, to analyze the thermal performance of materials. The tiles in the study were submitted to analysis of thermal performance, thermophysical properties and absorptance, using chambers of thermal performance, measuring the thermophysical properties and portable spectrometer, respectively. Comparative analysis of thermal performance between two samples of the recycled material with dimple sizes and different amounts of aluminum were made, in order to verify, if these characteristics had some interference on the thermal performance of them; the results showed no significant performance differences between the samples. The data obtained in chambers of thermal performance and confirmed by statistical analysis, showed, that the tile of recycled material have similar thermal performance to the tile of fiber cement. In addition to these tests was carried out the automatic monitoring of a building covered with tiles of recycled material, to verify its thermal performance in a real situation. The results showed that recycled shingles must be used with technical criteria similar to those used for fiber cement tiles, with regard to the heat gain into the building. Within these criteria should be taken into account local characteristics, especially in regions with hot and humid climate, and its use must be associated, according to the literature, to elements of thermal insulation and use of passive techniques such as vented attics, ceilings and right foot higher / O presente trabalho tem como objetivo geral conhecer os fatores que contribuem para o sucesso ou o insucesso do poder p?blico municipal no planejamento do turismo ambientalmente sustent?vel no P?lo Costa das Dunas. Para alcan??-lo foram tra?ados os seguintes objetivos espec?ficos: identificar a import?ncia que os representantes do poder p?blico municipal do meio ambiente e de turismo atribuem ao meio ambiente; identificar os fatores humanos que influem no sucesso ou insucesso do planejamento municipal para um turismo ambientalmente sustent?vel; descobrir quais as a??es que as prefeituras est?o tomando para atingir a sustentabilidade ambiental nos munic?pios e identificar os principais desafios a sustentabilidade ambiental, relevantes a atividade tur?stica. Foram investigados vinte e oito representantes p?blicos, onde vinte seis s?o dos munic?pios e dois s?o dos ?rg?os estaduais de turismo e meio ambiente, nos meses de setembro a novembro de 2010. Quanto ? metodologia, a pesquisa foi caracterizada como descritiva, com uma abordagem qualitativa por utilizar t?cnicas de entrevista e observa??o do seu conte?do. Todavia, tamb?m foram utilizados alguns elementos quantitativos para medi??o estat?stica atrav?s de t?cnicas como: freq??ncias, m?dias, an?lise de conglomerados, Correla??o de Pearson, Correla??o de Spearman, Teste-T, t?cnicas para casos resumidos de respostas m?ltiplas e t?cnicas para casos resumidos de quest?es fechadas. Os resultados da pesquisa indicaram que: a maioria dos munic?pios dizem estar bem informados sobre as legisla??es ambientais, tendo colaborado com ?rg?os estaduais e federais que lidam com o meio ambiente, como IDEMA e IBAMA. Al?m disso, na percep??o da maior parte dos munic?pios, eles v?m investindo nas quest?es ambientais para o desenvolvimento do turismo. Observa-se que h? fatores humanos do planejamento municipal que contribuem para o sucesso ou o insucesso do turismo ambientalmente sustent?vel como as pessoas que fazem parte da pol?tica partid?ria de n?vel municipal e estadual, os vereadores que colaboram para aprova??o de leis e os vereadores que impedem a implanta??o de algum projeto por interesse pol?tico e a descontinuidade das pessoas em posi??es relevantes, que termina por prejudicar o andamento de alguns projetos ou mesmo se renova com novas id?ias trazidas por uma outra pessoa. Quanto ?s a??es das prefeituras para se alcan?ar a sustentabilidade ambiental do turismo percebe-se que a maioria possui um Plano Diretor e um grupo constitu?do para tratar das quest?es ambientais e do turismo. No que diz respeito, aos desafios ambientais o saneamento b?sico tem sido o principal desafio para os munic?pios e os principais causadores da degrada??o ambiental s?o: a coleta de lixo deficiente, esgotos clandestinos e cria??o de camar?o em alguns munic?pios. Concluiu-se que melhorias devem ser feitas quanto ?s quest?es ambientais para tornar os munic?pios mais sustent?veis, como por exemplo, ajustes em alguns Planos Diretores que n?o condiz com a realidade da localidade tur?stica, constru??o de um novo aterro sanit?rio, visto que ainda existem munic?pios que tem somente um lix?o e comprometimento das autoridades p?blicas da outra gest?o no fornecimento de informa??es para a nova gest?o, buscando dessa forma, maximinizar os fatores de sucesso dessas localidades tur?sticas, de modo que possam em conjunto alcan?ar um melhor n?vel de sustentabilidade ambiental do turismo no P?lo

Submitted by Gustavo Rukuiza Czekay (gczekay@yahoo.com.br) on 2012-08-21T02:15:17Z No. of bitstreams: 2 Dissertacao Mestrado - volume 1 - Gustavo Czekay.pdf: 7444951 bytes, checksum: e064219755d759b9afd11f533cf55bc4 (MD5) Dissertacao Mestrado - volume 2 - Gustavo Czekay.pdf: 2805115 bytes, checksum: 8572292ef3e33fe4555d9beee1c93cd1 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2012-08-23T15:00:38Z (GMT) No. of bitstreams: 2 Dissertacao Mestrado - volume 1 - Gustavo Czekay.pdf: 7444951 bytes, checksum: e064219755d759b9afd11f533cf55bc4 (MD5) Dissertacao Mestrado - volume 2 - Gustavo Czekay.pdf: 2805115 bytes, checksum: 8572292ef3e33fe4555d9beee1c93cd1 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-08-24T17:50:56Z (GMT) No. of bitstreams: 2 Dissertacao Mestrado - volume 1 - Gustavo Czekay.pdf: 7444951 bytes, checksum: e064219755d759b9afd11f533cf55bc4 (MD5) Dissertacao Mestrado - volume 2 - Gustavo Czekay.pdf: 2805115 bytes, checksum: 8572292ef3e33fe4555d9beee1c93cd1 (MD5) / Made available in DSpace on 2012-08-24T17:51:47Z (GMT). No. of bitstreams: 2 Dissertacao Mestrado - volume 1 - Gustavo Czekay.pdf: 7444951 bytes, checksum: e064219755d759b9afd11f533cf55bc4 (MD5) Dissertacao Mestrado - volume 2 - Gustavo Czekay.pdf: 2805115 bytes, checksum: 8572292ef3e33fe4555d9beee1c93cd1 (MD5) Previous issue date: 2012-07-25 / Projetos são precursores de novos produtos, serviços e processos organizacionais. Sendo assim, a gestão de projetos aparece como uma grande oportunidade para organizações nos diversos ramos de atividade. O aumento da complexidade do mundo dos negócios e a crescente competitividade fazem com que as empresas tenham que responder cada vez mais rápida e eficientemente aos estímulos externos. Neste contexto, as falhas na execução dos projetos muitas vezes têm resultados desastrosos. Esta dissertação tem por objetivo identificar e analisar os fatores críticos de sucesso para a operação de Escritórios de Gerenciamento de Projetos (Project Management Office – PMO) nas organizações. O PMO permite às empresas usufruir dos benefícios da integração de processos, assim como informar a alta administração sobre o andamento do seu portfólio de projetos, buscando competitividade no mercado com o sucesso de seus projetos. A pesquisa qualitativa (espontânea) teve participação de especialistas brasileiros e estrangeiros, reconhecidos pelo PMI como pessoas destacadas (consultores especializados) em gerenciamento de projetos. Na pesquisa Delphi, quarenta e três especialistas de vários países foram submetidos a um questionário de vinte e cinco perguntas minuciosamente preparadas, a fim de extrair o máximo possível de informações consideradas críticas nas atividades atuais e tendências de PMOs nas empresas. A pesquisa Delphi foi realizada em duas rodadas e concluída com recomendações efetivas, validadas internacionalmente. Como resultado do trabalho, foi desenvolvido um estudo que poderá ser utilizado como referência para a operação de Escritórios de Gerenciamento de Projetos (PMO) nas empresas sem distinção de segmento. / Projects are precursors of new products, services and organizational processes. Therefore, the project management appears as a great opportunity for organizations in different industries. The increasing complexity of business and increased competition mean that companies have to answer even more quickly and efficiently to external stimuli. In this context, the flaws at project implementation often have bad results. This dissertation aims to identify and analyze the critical success factors for the operation of Project Management Office (PMO) organizations. The PMO allows businesses to enjoy the benefits not only at the integration process but also to inform senior management about the progress of your project portfolio, seeking competitiveness in the market with the success of their projects. Qualitative research (spontaneous) had Brazilian and foreign specialists, recognized by PMI as prominent people (consultants) in project management. In the Delphi survey, forty-three experts from several countries were submitted to a questionnaire of twenty-five questions thoroughly prepared in order to extract the maximum information considered critical for current activities and trends from PMOs at their companies. The Delphi survey was conducted in two rounds and concluded with effective recommendations, internationally validated. As a result of the work, it had developed a study that could be used as a reference for operation of the Project Management Office (PMO) at companies regardless of segment.