<p>U&nbsp; doktorskoj&nbsp; disertaciji&nbsp; predstavljena&nbsp; je&nbsp; problematika poslovanja&nbsp; velnes&nbsp; centara,&nbsp; koji&nbsp; predstavljaju&nbsp; važan&nbsp; deo ugostiteljskih&nbsp; objekata,&nbsp; prilagođavanje&nbsp; obima&nbsp; i&nbsp; kvaliteta<br />velnes&nbsp; ponude&nbsp; potrebama&nbsp; velnes&nbsp; turista,&nbsp; kao&nbsp; i&nbsp; uticaj kvaliteta usluge u velnes centrima na konkurentnost hotela.U&nbsp; teorijskom&nbsp; delu&nbsp; doktorske&nbsp; disertacije&nbsp;&nbsp; predstavljena&nbsp; su glavna&nbsp; teorijska&nbsp; ishodi&scaron;ta&nbsp; koja&nbsp; se&nbsp; bave&nbsp; problematikom<br />definisanja&nbsp; pojmova velnes i subjektivno blagostanje,&nbsp; velnes turista&nbsp; i&nbsp; velnes&nbsp; turizma,&nbsp; kvaliteta&nbsp; usluga&nbsp; u&nbsp; hotelijerstvu, konkurentnosti.&nbsp; U&nbsp; empirijskom&nbsp; delu&nbsp; doktorske&nbsp; disertacije predstavljeni&nbsp; su&nbsp; rezultati&nbsp; istraživanja,&nbsp; dobijenih&nbsp; pomoću sledećih&nbsp; istraživačkih&nbsp; metoda:&nbsp; analiza&nbsp; podataka&nbsp; na&nbsp; vebsajtovima&nbsp; hotela,&nbsp; odnosno&nbsp; analiza&nbsp; velnes&nbsp; ponude&nbsp; hotela&nbsp; u loveniji&nbsp; i&nbsp; anketno&nbsp; istraživanje&nbsp; usmereno&nbsp; na&nbsp; posetioce<br />velnes centara&nbsp; izdvojenih&nbsp; hotela u Sloveniji.&nbsp; U zaključnom delu&nbsp; doktorske&nbsp; disertacije,&nbsp; pored&nbsp; zaključne&nbsp; diskusije&nbsp; o rezultatima&nbsp; istraživanja,&nbsp; istaknut&nbsp; je&nbsp; naučni&nbsp; i&nbsp; praktični<br />doprinos&nbsp; rada,&nbsp; kao&nbsp; i&nbsp; limitirajući&nbsp; faktori&nbsp; i&nbsp; preporuke&nbsp; za buduća istraživanja.</p> / <p>The&nbsp; doctoral&nbsp; dissertation&nbsp; presents&nbsp; wellness&nbsp; center,&nbsp; as&nbsp; an important part of the hotel, then adapting the diversity and quality of wellness offer to the needs of the wellness tourists, as&nbsp; well&nbsp; as&nbsp; the&nbsp;&nbsp;&nbsp; influence&nbsp; of&nbsp;&nbsp; service&nbsp; quality&nbsp; in&nbsp; wellness centers on the competitiveness of hotels.&nbsp; The theoretical part of&nbsp; the&nbsp; doctoral&nbsp;&nbsp; dissertation&nbsp; presents&nbsp; the&nbsp; main&nbsp; theoretical sources that deal with the problem of defining the concepts of wellness and subjective well-being, wellness tourism and&nbsp; &nbsp; wellness&nbsp; tourists, the quality of services in hotel industry, competitiveness.&nbsp; In&nbsp; the&nbsp; empirical&nbsp; part&nbsp; of&nbsp; the&nbsp; doctoral dissertation, the results of the research, obtained through the following&nbsp; research&nbsp; methods,&nbsp; were&nbsp; presented:&nbsp; analysis&nbsp; of data of hotel&nbsp; web sites, analysis of the hotel&#39;s wellness offer in Slovenia and&nbsp; survey research directed at visitors of the wellness centers of selected hotels in Slovenia.&nbsp; In the final part&nbsp; of&nbsp; the&nbsp; doctoral&nbsp; dissertation,&nbsp; in&nbsp; addition&nbsp; to&nbsp; the&nbsp; final discussion on the&nbsp; results &nbsp; of the research, the scientific and practical contribution of the work was emphasized, as well as&nbsp; the&nbsp; limiting&nbsp; factors&nbsp; and&nbsp; recommendations&nbsp; for&nbsp; future research.</p>

Title: Marketing Research of Customers' Satisfaction with the Services of Specific Bases of a Selected Company Objectives: The aim of the diploma thesis is to conduct a marketing research of customers' satisfaction with the services of specific bases of a selected company. Based on the results of the survey, create incentives to improve services, which will contribute to strengthening customer satisfaction with the services of these bases. Methods: Qualitative and quantitative research was used in the diploma thesis. Quantitative research, which focused on client satisfaction with services, was conducted in the form of written and electronic surveys. Qualitative research, which served to deepen the research, was carried out in the form of several semi-structured interviews with employees of the selected company. Results: For clear processing of results, mainly modified classification crosses are used, as well as tables and graphs. A modified version of the differential analysis is also used in the evaluation. The results show that the customers of specific bases of the selected company are relatively satisfied with the services. They are most satisfied with the opening time, availability of staff, willingness and performance of the staff. The research also found a number of sufficient reserves or...

The main subject of this diploma thesis is to make a proposal to improve the optical access network for the transmission of Triple play services. I would here to the reader clarify method of proposal of optical network. There are described the kinds of optical access networks with parameters, for which we must look by their construction. There are described the modern methods of construction optical network too. In the theoretical part are discussed used architecture of networks too. I met here known standards, which I compared for big importance by their choice. A reason of construction of optical network are services known like Triple play. These services together with their problems and parameters are here discussed too. At the end of theoretical part I listed here measuring method for getting negative attribute distorting the led signal. In practical part the locality witch use the optical signal as the source of information is ordered. These network use unfit connections and has less possibilities than usual and this is the reason, why is the network not able to supply Triple play in requested quality. At first the analysis of ordered network was needed. Situation was complicated by the fact, that it has been prohibited entrance to me. The structure of network and network parts was known and documented by me. I made the proposals to improve this network in practical part. By the first proposal remained original kind of access network FTTB, but used new parts with higher performance. By the second proposal I made the network FTTH, by which it was possible to use the last haul optical cables with treatment and using new elements. It was needed to create solution by flat units. The resulting proposals are here evaluated, compared and cost evaluated. For rejection of access to optical network I did not make measuring, so I made simulation for variant FTTH for getting some parameters negative acting transmission.

Resume The disertation is conceived as a case study focused on the influence of introducing the quality standards of social services in a daily centre for people with mental and combined disability. It deals with the theoretical outline of the issues, particularly The Law of Social Services n. 108/2006 in the current version of later phrasing and amendment, and the quality standards of social services in relation to mentally disabled people. It also concerns with the formation of the Diakonie of the Czech Protestant Church, the Ratolest Centre in Prague and the evaluation of practical results of the introducing of the quality standards of social services in daily work of the concerned centre from the point of its staff and ordinary practice. The work on the standards in Ratolest Centre can be devided in three main stages. The first stage concerns the years 2004-2007, when the standards were intensely but not continually worked on. The work was primarily organized by one member of the staff and the management of the Centre. In this phase it meant mainly changes of practical dealing and communication with the clients. The methodology was worked out according to the momentary need, in methodological issues was no uniting character and respecting the standards was dispersed in different documents. On this stage...

Made available in DSpace on 2016-04-04T18:31:22Z (GMT). No. of bitstreams: 1 Andrey Guedes Oliveira.pdf: 4354812 bytes, checksum: 17825c1f558c7ff18c82b21e9935d9fb (MD5) Previous issue date: 2008-02-14 / This work aims to describe the measurement the operational indicators in services attending and support problems realized by Network Operation Center, as well as, to establish attendance metrics directed towards contract maintenance, as well as, recommending the use of the simulations in the Operational Plans of the Service Information Technology Providers. The use of the Theory of Lines, eTOM (enhanced Telecom Operations Map) and ITIL (Information Technology Infrastructure Library) assisted in the analysis of the behavior of Network Operation Center. Had been used a real data from a Network Operation Center of the Datacenter, that it pertaining to a Services Telecommunications Provider. However, it is observed that the Theory of Lines and the simulations need a maximum value of attendance to be applied to the historical data of an operational team. The simulation by this attendance parameter allowed us to map the capacity of the Datacenter team with eight analysts, within acceptable values to fulfill Service Level Agreements up to 92% precision to support problems, 85% to analyze alarm tickets and 89% of utilization in a services attendance. The others simulations had projected the behavior of the team with two new scenes: ten and twelve analysts. The use of the computational simulations can be analyzed and be compared the simulated real data and with attendance projections, making possible an operational planning adjusted the new based business-oriented modalities in convergent networks. The computer simulations using maximum parameter, allowed a analyzing of services types behavior and establishing an operational planning. / Este trabalho tem por objetivo dimensionar recursos humanos nos Centros de Opera??es de Redes e estabelecer indicadores de atendimento voltados para a manuten??o dos contratos e a melhoria dos servi?os prestados, bem como utilizar simula??es computacionais no planejamento operacional para o Centro de Opera??es de Redes. As an?lises de atendimentos deste Centro de Opera??es foram realizadas por meio das melhores pr?ticas em gest?o de Tecnologia da Informa??o - ITIL (Information Technology Infrastructure Library), pelo mapa de processos de Telecomunica??es - eTOM (enhanced Telecom Operations Map) e pela Teoria das Filas. Para isto, foram utilizados dados hist?ricos e reais de um Centro de Opera??es de Rede de um Datacenter, pertencente a um Provedor de Servi?os de Tecnologia da Informa??o e Comunica??o. Foram analisados os dados de atendimentos via Teoria das Filas e comparado com os dados simulados. Notouse a necessidade de um valor m?ximo de atendimento para o dimensionamento da equipe, e esse par?metro serviu de base em novas simula??es que possibilitaram uma an?lise comparativa com proje??es de atendimento. A capacidade do grupo com os patamares aceit?veis, ao cumprimento dos Acordos de N?veis de Servi?os com oito analistas, ocorreu dentro de uma precis?o m?dia de 92% para solu??es a problemas, 85% para suporte a alarmes nos equipamentos e 89% de utiliza??o nas presta??es de servi?os. As demais simula??es projetaram o comportamento da equipe com dois novos cen?rios: dez e doze analistas. Os resultados propiciaram o estabelecimento de um planejamento operacional com os principais indicadores de atendimento e informa??es relevantes para a tomada de decis?es empresariais.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2015-05-14T17:57:45Z No. of bitstreams: 1 LizianeSilvaMenezes.pdf: 4918464 bytes, checksum: 2a4190164c3f6313abf6dcd3d0e8a09f (MD5) / Made available in DSpace on 2015-05-14T17:57:45Z (GMT). No. of bitstreams: 1 LizianeSilvaMenezes.pdf: 4918464 bytes, checksum: 2a4190164c3f6313abf6dcd3d0e8a09f (MD5) Previous issue date: 2011-12-15 / Nenhuma / Estudos demonstram a crescente importância estabelecida pelo mercado ao serviço de atendimento ao cliente. Uma vez que tal processo permite às organizações a compreensão de necessidades explícitas ou implícitas dos clientes atuais e futuros, a partir da sistematização e análise das interações recebidas nos diferentes canais de atendimento, tal movimento tem gerado questionamentos sobre como este pode ser mais bem gerenciado, visando assim qualificar os serviços prestados pelas Centrais de Atendimento atuais. Sendo a Matriz da Qualidade parte do QFD, que é um método que visa aprimorar o desenvolvimento de produtos/serviços a partir da escuta, tradução e transmissão, de forma priorizada, das necessidades dos clientes para dentro da empresa, questionou-se: como esta poderia contribuir para aprimorar os serviços prestados por uma Central de Atendimento? Desta forma, este trabalho se propôs a explorar tal questão, por meio de um estudo que objetivou analisar os resultados da aplicação desta Matriz em tal contexto. Para tanto, a pesquisa foi realizada em três etapas: (i) a primeira, de caráter Exploratório, em que foram identificadas alternativas para resposta à questão de pesquisa, a partir de uma revisão na literatura existente; (ii) a segunda, de caráter Aplicado, por meio de uma pesquisa-ação realizada na Central de Atendimento de uma Instituição de Ensino Superior de grande porte (com aproximadamente 27.000 alunos), localizada no estado do Rio Grande do Sul; tal etapa foi constituída por três fases, sendo que na primeira delas foi feita a aplicação da Matriz como ferramenta para triagem e estabelecimento das prioridades a serem trabalhadas nas etapas subsequentes; e (iii) a terceira para elaboração de análises e conclusões dos resultados. De modo geral, entende-se que os objetivos pré-estabelecidos para o estudo tenham sido atingidos, uma vez que os resultados apresentam uma análise detalhada da aplicação da Matriz em uma Central de Atendimento real, com reflexões e contribuições para pesquisas futuras sobre o tema. Entre as principais contribuições encontradas destacam-se as melhorias realizadas na infraestrutura e nos processos de gestão de pessoas e de falhas da Central de Atendimento estudada, as quais foram percebidas positivamente tanto pelos usuários como pelos gestores da Instituição após a finalização do trabalho, demonstrando assim a efetividade do método utilizado. Visando colaborar para pesquisas futuras, ao término das análises é apresentado um roteiro para possível uso em Centrais de Atendimento que estejam em busca de objetivos semelhantes. Acredita-se também que tal roteiro possa ser visto como uma ferramenta gerencial, sendo útil no apoio ao cumprimento de estratégias voltadas para gestão da qualidade. / Studies show the increasing importance established by the market at the service of customer service. Once this process enables organizations to understand the stated or implied needs of current and future customers, based on the systematization and analysis of interactions received from different service channels, such movement has generated questions about how this process can be better managed, by that means, aiming to qualify the services provided by customer service center nowadays. As the Quality Matrix part of QFD, which is a method that aims to improve the system development of products/services from listening, translating and transmission, prioritizing the needs of customers into the company, it was questioned: How could this help improving services provided by a customer service center? Therefore, this work proposes to explore this question through a study that aimed to analyze the results of the application of the Quality Matrix in this context. With this objective, the survey was conducted in three steps: (i) the first, exploratory, where there were identified alternatives to answer to the research question, from a review of existing literature, (ii) the second, applied, through an action research conducted in the customer service center of a large Higher Education Institution (approximately 27,000 students) located in the state of Rio Grande do Sul (Brazil); this step was consisted of three phases, and the first of these was the application of the Matrix as a tool for screening and establishing priorities to be worked on in subsequent steps, and (iii) the third, for the analysis and conclusion of the results. In general, it is understood that the pre-established goals for the study have been achieved, since the final work is a detailed analysis of the results of a Quality Matrix application in a real Service Center, with reflections and contributions for future research on the subject. Among the main contributions found are the improvements made in infrastructure and people management processes, and failures of the customer service center study, which were discerned positively by both users and managers of the institution after the conclusion of the work, in this manner demonstrating the effec tiveness of the method used. Aiming to contribute to future research, at the end of the analysis is presented a roadmap for possible use in customer service center that are seeking similar objectives. It is also believed that this script can be seen as a management tool and is useful in supporting the achievement of strategies for quality management.

Multiprotocol Label Switching (MPLS) fuses the intelligence of routing with the performance of switching and provides significant benefits to networks with a pure IP architecture as well as those with IP and ATM or a mix of ther Layer 2 technologies. MPLS technology is key to scalable virtual private networks (VPNs) and end-to-end quality of service (QoS), enabling efficient utilization of existing networks to meet future growth. The technology also helps to deliver highly scalable, differentiated end-to-end IP services with simpler configuration, management, and provisioning for both Internet providers and end-users. However, MPLS is a connection-oriented architecture. In case of failure MPLS first has to establish a new label switched path (LSP) and then forward the packets to the newly established LSP. For this reason MPLS has a slow restoration response to a link or node failure on the LSP.The thesis provides a description of MPLS-based architecture as a preferred technology for integrating ATM and IP technologies, followed by a discussion of the motivation for the fast and reliable restoration mechanism in an MPLS network. In this thesis first we address the fast rerouting mechanisms for MPLS networks and then we focus on the problem of packet loss, packet reordering and packet delay for protected LSP in MPLS-based network for a single node/link failure. In order to deliver true service assurance for guaranteed traffic on a protected LSP we use the fast rerouting mechanism with a preplanned alternative LSP. We propose enhancements to current proposals described in extant literature. Our fast rerouting mechanism avoids packet disorder and significantly reduces packet delay during the restoration period.An extension of the Fast Rerouting proposal, called Reliable and Fast Rerouting (RFR), provides some preventive actions for the protected LSP against packet loss during a failure. RFR maintains the same advantages of Fast Rerouting while eliminating packet losses, including those packet losses due to link or node failure (circulating on the failed links), which were considered to be "inevitable" up to now.For the purpose of validating and evaluating the behavior of these proposals a simulation tool was developed. It is based on the NS, a well-known network simulator that is being used extensively in research work. An extension featuring the basic functionality of MPLS (MNS) is also available for the NS, and this is the basis of the developed simulation tool.Simulation results allow the comparison of Fast Rerouting and RFR with previous rerouting proposals.In addition to this we propose a mechanism for multiple failure recovery in an LSP. This proposal combines the path protection, segment protection and local repair methods. In addition to the multiple link/node failure protection, the multiple fault tolerance proposal provides a significant reduction of delay that the rerouted traffic can experience after a link failure, because the repair action is taken close to the point of failure.Then we proceed to address an inherent problem of the preplanned alternative LSP. As alternative LSPs are established together with the protected LSP it may happen that the alternative is not the optimal LSP at the time the failure occurs. To overcome this undesired behavior, we propose the Optimal and Guaranteed Alternative Path (OGAP). The proposal uses a hybrid of fast-rerouting and a dynamic approach to establish the optimal alternative LSP while rerouting the affected traffic using the preplanned alternative LSP. This hybrid approach provides the best of the fast rerouting and the dynamic approaches.At the same time we observed that the protection path becomes in fact unprotected from additional failures after the traffic is rerouted onto it.To address this we propose a guarantee mechanism for protection of the new protected LSP carrying the affected traffic, by establishing an alternative LSP for the rerouted traffic after a failure, avoiding the vulnerability problem for the protected traffic.Finally, we present a further optimization mechanism, adaptive LSP, to enhance the existing traffic engineering for Quality of Services (QoS)provision and improve network resource utilization. The adaptive LSP proposal allows more flexibility in network resource allocation and utilization by adapting the LSP to variations in all network loads,resulting in an enhancement of existing MPLS traffic engineering.

Submitted by Cristiane Oliveira (cristiane.oliveira@fgv.br) on 2011-05-27T19:15:55Z No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Approved for entry into archive by Gisele Isaura Hannickel(gisele.hannickel@fgv.br) on 2011-05-27T19:18:51Z (GMT) No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Approved for entry into archive by Gisele Isaura Hannickel(gisele.hannickel@fgv.br) on 2011-05-27T19:19:57Z (GMT) No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Made available in DSpace on 2011-05-27T19:54:44Z (GMT). No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) Previous issue date: 2010-04-16 / The objective of this study is to analyze how the adoption of three technological components could increase the integration, efficiency and quality of the check-in process at Guarulhos international airport, serving the city of São Paulo. After an introduction on the relevance of the subject, and based on the cases of Las Vegas McCarran and London Heathrow – Terminal 5, the characteristics of the identified elements are explained through a review of the theoretical referential. The methodological technique chosen was the case study, which led to the definition of four research categories: modularity, mass customization, the redesign of the business network through the fourth level of integration through IT, and acceptance of self-services by passengers. As a next step, comparable global data for each research category and data for Guarulhos international airport was produced. The conclusion is composed by a proposed analysis for each research category and suggested items for further research. / Este trabalho tem por objetivo analisar como a adoção de três componentes tecnológicos pode aumentar a integração, eficiência e qualidade do processo de check-in de passageiros no aeroporto internacional de Guarulhos, que atende a cidade de São Paulo. Após uma introdução sobre a relevância do tema, e tendo por base os casos de Las Vegas McCarran e Londres Heathrow – Terminal 5, foi feita uma revisão do referencial teórico para explicitar as características identificadas. A abordagem metodológica eleita foi o estudo de caso-único, resultando na definição de quatro categorias de pesquisa: modularidade, customização massificada, o redesenho da cadeia de negócios através quarto nível de integração por meio de TI, e aceitação dos serviços de auto-atendimento pelos passageiros. Em seguida, foi feito um contraponto entre dados secundários globais para as categorias de pesquisa definidas e dados relativos ao aeroporto internacional de Guarulhos. Na conclusão é feita uma análise para cada categoria de pesquisa, bem como sugeridos novos itens para pesquisas futuras.

The objective of my thesis ``Evaluation of the marketing strategy of selected social services facilities operating under the Social Services Act No. 108/2006 Coll., and its proposed innovation{\crqq} was to ascertain whether the facilities had been making use of any marketing strategy, and if so, in what fields. I also investigated the impact of the new Social Services Act on operation of the facilities, and whether there were any differences in usage of strategies in dependence on the founders of the facilities. Marketing of social care has not had a long history in the Czech Republic; it is a segment which has not been experiencing sufficient attention. Marketing is mostly used by private providers of social services.

This thesis focuses on the personality of social workers and their view of the quality of the nursing home in which they work . The first part is generally concerned with quality, problems caused by the quality implementation, different views of quality evaluation and finally with quality evaluation by social workers themselves. The second part is dedicated to research performed by interviewing the social wor-kers working in retirement homes and subsequently comparing the results with the theo-ry.