Актуальность темы обусловлена заинтересованностью руководителей в поиске инструментов для оценки эффективности основной деятельности предприятия, в частности качества обработки обращений, поступающих в текстовые каналы контактных центров, с целью рационального распределения располагаемых ресурсов и принятия решений для повышения конкурентоспособности конечной продукции и услуг. Научная новизна состоит в том, что были проанализированы существующие подходы к управлению менеджментом качества работы операторов, в результате чего было выявлено отсутствие инструментов для оценки качества обслуживания с учётом значимых критериев для той отрасли, в рамках которой осуществляется обработка обращений. На основании чего была предложена методика оценки качества работы операторов контактных центров, включающая формулу для оценки качества с возможностью определения значимых отраслевых критериев, прототип формы для оценки качества работы операторов, а также общий алгоритм анализа эффективности труда операторов текстовых каналов. Практическая значимость работы заключается в том, что предлагаемую методику оценки качества работы операторов текстовых каналов контактных центров можно использовать для оценки и дальнейшего анализа показателей с целью улучшения качества реализуемых услуг и повышения конкурентоспособности конечной продукции. / The relevance of the topic is due to the interest of managers in finding tools to assess the effectiveness of the main activity of the enterprise, in particular, the quality of processing requests received in the text channels of contact centers, in order to rationally allocate available resources and make decisions to increase the competitiveness of final products and services. The scientific novelty consists in the fact that the existing approaches to managing the quality of operators' work were analyzed, as a result of which the lack of tools for assessing the quality of service was revealed, taking into account significant criteria for the industry in which requests are processed. Based on this, a methodology for assessing the quality of work of contact center operators was proposed, including a formula for assessing quality with the possibility of determining significant industry criteria, a prototype form for evaluating the quality of operators' work, as well as a general algorithm for analyzing the efficiency of text channel operators. The practical significance of the work lies in the fact that the proposed methodology for assessing the quality of work of operators of text channels of contact centers can be used to evaluate and further analyze indicators in order to improve the quality of services sold and increase the competitiveness of final products.

Group communication, security and 5G technology present a unique dimension of challenges and security remains crucial in the successful deployment of 5G technology across different industry. Group key management plays a vital role in secure group communication. This research work studies various group key management schemes for mobile wireless technology and then a new scheme is proposed and evaluated. The main architecture is analysed, while the components and their roles are established, trust and keying relationships are evaluated, as well as detailed functional requirements. A detailed description of the main protocols required within the scheme is also described. A numerical and simulation analysis is employed to assess the proposed scheme with regards to fulfilling the security requirement and performance requirements. The impact of group size variation, the impact of mobility rate variation are studied with regards to the average rekeying messages induced by each event and 1-affects-n phenomenon. The results obtained from the simulation experiments show that the proposed scheme outperformed other solutions with a minimal number of rekeying messages sent and less number of affected members on each event. The security requirements demonstrate that backward and forward secrecy is preserved and maintained during mobility between areas. Finally, the research work also proposes a 5G-enabled software-defined multicast network (5G-SDMNs), where software-defined networking (SDN) is exploited to dynamically manage multicast groups in 5G and mobile multicast environment. Also, mobile edge computing (MEC) is exploited to strengthen network control of 5G-SDMN. / National Open University of Nigeria

Background: The understanding of the inefficiencies that the road haulages suffer from is more important than ever, specifically in today's society where the environmental problems and technological development are rapidly increasing. The perception of the inefficiencies could support road haulage firms to improve their operations. In addition, industry and commerce can develop new technology to decrease the inefficiency in the industry. This master thesis will contribute to more knowledge regarding the inefficiencies that road haulages suffer from to favour road haulage firms and the society’s economic development. Purpose: The purpose of the master thesis is, to identify and visualize the root causes in information flow that leads to inefficiencies. The impact the inefficiencies have on the physical flow, will also be investigated.Methods: The research strategy adopted to fulfil the purpose of the thesis consist of a detailed empirical case study at two road haulage firms. The data were collected through semi- and un- structured interviews. The data were analysed with the data reduction approach. Furthermore, numerous adopted frameworks 7-waste framework, RCA & Ishikawa matrix, and data flow diagram from previous studies were used to analyse the derived data from the interviews. Results: The results revealed that road haulages were operating in similar processes and the conveyed information during an operation was similar between the two case firms. Most of the root causes in the information flow occurred during upstream operations for both case firms, which affected the downstream operations. There were 4 different types of inefficiencies that were similar in both case firms. The manual handling of information, misunderstanding during operations, customer requirements, and incorrect runs. Conclusions: The findings of this study prove that (1) the road haulage industry has a similar conveyed information flow throughout the conducted operations. (2) The root causes in the information flow that leads to inefficiencies, appeared foremost in the upstream operations for the road haulage industry. (3) The inefficiencies inhibited mostly the utilization of time and cost during operations for the road haulage industry, which was a subjective judgment from the authors based on adopted frameworks. / Bakgrund: Att förstå den ineffektivitet som åkerierna lider av är viktigare än någonsin, särskilt i dagens samhälle där miljöproblem och den tekniska utvecklingen ökar snabbt. Förståelsen av ineffektivitet kan stödja åkeriföretag i arbetet mot att förbättra sin verksamhet. Dessutom kan industri och handel utveckla ny teknik för att minska ineffektivitet i branschen. Detta examensarbete kommer att bidra till mer kunskap om ineffektivitet som åkeriföretag lider av, med målet att gynna åkeribranschen och samhällets ekonomiska utveckling.Syfte: Syftet med examensarbetet är att identifiera och visualisera rotorsakerna i informationsflödet som kan leda till ineffektivitet samt undersöka dess påverkan på det fysiska flödet.Metod: Den forskningsstrategi som använts för att uppfylla syftet med uppsatsen bestod av en detaljerad empirisk fallstudie på två åkeriföretag. Data samlades in genom semi- och ostrukturerade intervjuer för att sedan analyseras med den så kallade data reduktion metoden. Vidare har ett flertal ramverk från tidigare studier, så som ”7-waste framework”, ”data flow diagram” och ”RCA & Ishikawa matrisen” använts för att analysera data från intervjuerna för att uppfylla syftet med studien.Resultat: Resultatet påvisade att åkerier inom branschen opererade med snarlika processer. Den information som förmedlades under en operation var likartad mellan de två firmorna i fallstudien. De flesta rotorsakerna i informationsflödet inträffade i uppströmsverksamheten för båda firmorna i fallstudien, vilket påverkade nedströmsverksamheten. Det fanns fyra olika ineffektivitetsproblem som var likartade i de båda fallstudierna. Manuell hantering av information, missförstånd under drift, kundkrav och felaktiga körningar.Slutsatser: Slutsatserna av denna studie visar, (1) att informationsflödet som förmedlas under operationer för åkeribranschen är likartade, (2) att rotorsakerna i informationsflödet som leder till ineffektivitet visade sig förekomma uppströms under operationer för åkeribranschen, (3) ineffektivitetsproblemen som förekom från informationsflödet påverkade det fysiska flödet med högre ledtider och ökade kostnader för åkerinäringen, vilket var en subjektiv bedömning av författarna baserat på de adopterade ramverken.

Välfungerande kommunikation är något otroligt viktigt för företag och särskilt inom produktutvecklingsprojekt. Historiskt sett har mycket av kommunikationen varit uppbyggd kring fysisk närhet, även om det förändrats något på senaste tiden i samband med globalisering och digitalisering där företag använt sig mer av kommunikation på distans. Utbrottet av covid-19 pandemin har kraftigt ändrat förutsättningarna för företag att kommunicera, vilket tvingat många företag till snabba anpassningar i hur de kommunicerar. Syftet med denna rapport äratt studera vilka kommunikationskanaler som använts under produktutvecklingsprocessenföre och under covid-19 pandemin. Fokuset ligger på om det skett förändring i hur kommunikationskanalerna används, om nya tillkommit och i så fall konsekvenserna av detta. Rapporten är en litteraturstudie i samband med egna intervjuer för att samla in information kring kommunikationen inom produktutvecklingsprocessen. Litteraturstudien har gett en grund för hur kommunikation fungerat inom företag innan pandemin. Intervjuerna har fokuserat mer på hur kommunikationen ser ut nu, under pandemin och hur kommunikationen förändrats på grund av denna och vilka effekter dessa förändringar haft på arbetet. Tre organisationer av olika storlek har studerats. Två av dessa nämnde hur pandemin kraftigt ändrat hur de kommunicerar med varandra vilket haft effekter som att den kreativa delen av arbetet blivit svårare och att mycket av den informella kommunikationen har minskat drastiskt. Trots stora omställningar nämner dock båda organisationerna att mycket har fungerat ändå och båda beskriver att delar av kommunikationen blivit bättre. Exempelvis att ha möjligheten att hoppa in och ut ur möten samt att personalen har fått en högre mognad till digitala kommunikationskanaler. Den tredje organisationen har fortsatt med arbete på plats och därmed inte haft några större förändringar i kommunikationen. / Well-functioning communication is very important for companies, and especially in product development projects. Historically, communication has been built around physical contact, even if it has changed recently in conjunction with globalization and digitalization where companies have used more communication at a distance. The outbreak of the COVID-19 pandemic has drastically changed the conditions for companies to communicate, which have forced many companies to make quick changes to adapt how they communicate. The purpose of this report is to study which communication channels have been used in the product development process before and during the COVID-19 pandemic. Focus on changes in how channels are used, if new channels have been added and the consequences. The report is a literature study in conjunction with our own interviews to gather information about communication within the product development process. The literature study has given a ground for how communication works inside of companies before the pandemic. The interviews have been focused on how the communication is presently, during the pandemic and how the communication has changed because of it, and what effects the changes have done to the work itself. Three organizations of different sizes have been studied. Two organizations experienced a big change because of the pandemic, in how they communicate and what effects it has done to their work, where the creative segment has been a challenge and the informal communication drastically diminished. Despite large readjustments, both have managed the situation well. Even some improvements with the communication are mentioned. For example, the opportunity to jump in and out of a meeting and the digital growth for employees of communication channels. The third organization has continued working in place and has not experienced any drastic changes correlated to the communication.

Bakgrund: Ekonomistyrning fungerar som ett verktyg för att stödja chefer och styra medarbetare mot organisatoriska mål. Kommunikation som är kritisk för styrningen, är integrerad i organisationens processer, struktur, miljö och kultur. Intern kommunikation stöder anställdas förståelse för företagets mål, vilket påverkar deras beslutsprocesser och hur de bidrar till företagets framgång.  Syfte: Syftet med denna uppsats är att öka förståelsen för hur ekonomistyrning genom intern kommunikation utformas med hjälp av olika kommunikationsvägar. Dessutom är syftet att undersöka om medarbetare på olika nivåer förstår det som kommuniceras. Metod: I metoden förklaras hur denna studie är genomförd. Studien är en fallstudie på ett medelstort industriföretag i Småland. Forskningsmetoden är kvalitativ genom semistrukturerade intervjuer, datainsamling via direkt observation och från dokument.  Slutsats: I slutsatsen besvaras frågeställningarna. Första frågeställningen är “Hur är den interna kommunikationen för styrning utformad? ” vilket besvaras att den är utformad hierarkisk, med en stark möteskultur samt är transparent för den som vill ta del och lyssna. Den andra frågeställningen lyder “hur väl förstår medarbetarna det som kommuniceras?”. Detta besvaras att kommunikationen inte är anpassad för alla och därmed skiljer sig förståelsen mellan nivå, roll och avdelning. Strategisk och taktisk nivå, som har chefsroller, har hög förståelse medan operativ nivå, med underställda roller, inte förstår all intern kommunikation. De som arbetar på produktionsavdelningen har sämre förståelse än resterande operativ personal på andra avdelningar. / Background: Management control serves as a tool to support managers and guide employees towards organizational goals. Communication, which is critical for management, is integrated into the organization's processes, structure, environment and culture. Internal communication supports employees' understanding of the company's goals, influencing their decision-making and contributing to the company's success. Purpose: The purpose of this paper is to increase understanding of how management control through internal communication is designed using different communication pathways. Furthermore the purpose is to examine whether employees in different levels understand what is communicated. Method: The method explains how this study was conducted. This study is a case study of a medium-sized industrial company in Småland. The research method is qualitative, through semi-structured interviews, data collection via direct observation and from documents. Conclusion: In the conclusion, the research questions are answered. The first question is "how is the internal communication for management designed?" to which the answer is that it is designed hierarchically, with a strong meeting culture and is transparent for those who want to take part in the information and listen. The second question is "how well do employees understand what is being communicated?" This is answered by stating that the communication is not tailored to everyone, leading to varying levels of understanding based on role, level and department. Strategic and tactical levels, which include managerial roles, have a high level of understanding, whereas the operational level, with subordinate roles, do not understand all internal communication. Those who work in the production department have a poorer understanding compared to the rest of the operational staff in other departments.

Bakgrund: Utvecklingen inom handeln med aktier går ständigt framåt. Idag finns en enorm mängd information tillgänglig online för alla att granska och använda.Tack vare det gynnsamma läget, digitala tjänster samt att du med endast några knapptryckningar kan köpa aktier är intresset på marknaden stort. Antalet privata aktieägare fortsätter att öka och utgör idag 84% av aktieägarna i hela Sverige. Samtidigt som antalet investerare och utbudet växer saknas det underlag om vilken typ av information de privata investerarna använder sig av vid investeringsbeslut. Syfte: Syftet med studien är att undersöka vilka informationskanaler som de privata aktiespararna använder vid investeringsbeslut och vilken de anser har mest betydelse. Syftet med studien som helhet är att få en ökad förståelse för vilken information som leder till att beslut om köp tas av de privata aktiespararna. Metod: I studien används den kvantitativa metoden där en webbaserad enkätundersökning har genomförts och skickats ut genom Aktiespararnas riksförbund. Slutsats: Resultatet av studien visar att de privata aktiespararna påverkas av de personliga faktorerna som tid, kunskap och erfarenheter sedan tidigare. De anser sin egen riskbedömning som betydelsefull och har en tendens att påverkas av hembias. Men resultaten visar också att majoriteten inte påverkas av dispositionseffekten. Den informationskanalen som används mest är affärstidningar samt att de finansiella rapporterna är betydelsefulla för investeringsbeslutet. Det framkom också att de privata aktiespararna är mest intresserade av information angående företagens lönsamhet. Resultaten av studien kan ses som en början på ytterligare forskning inom ämnet. / Background: The world of stock trading is constantly evolving. Today, an incredible amount of information is available on the internet for anyone to review and access. Thanks to the favorable situation, digital services and the fact that you can buy shares with just a few clicks, the interest in the market is great. The number of private shareholders continues to grow and currently accounts for 84% of shareholders across Sweden. At the same time as the number of investors and the range of products is growing, there is a lack of data on the type of information private investors use when making investment decisions. Purpose: The purpose of this study is to investigate which information channels private equity investors use when making investment decisions and which they consider most important. The aim is to gain a better understanding of what information leads to purchase decisions being made by private equity investors. Method: The study uses the quantitative method where a web-based survey has been conducted and sent out by Aktiespararnas riksförbund. Conclusion: The results of the study show that private equity investors are influenced by personal factors such as time, knowledge and past experience. They consider their own risk assessment as important and tend to be influenced by home bias. However, the results also show that the majority are not influenced by the disposition effect. The most used information channel is business magazines and financial reports are important for the investment decision. It also emerged that private investors are most interested in information regarding company profitability. The results of the study can be seen as a start for further research on the topic.

The objective of this study is to put forward informed C4D recommendations to help organizations like UNICEF combat the situation for Syrian refugee children and youths in Lebanon, who through displacement and resettling into the complex Lebanese socio-political landscape may be at risk of becoming a lost generation. This paper focuses on the prevention and elimination of actions such as bullying, sexual harassment, gender-based violence, and early marriage.Conceptual framework: the communication theoretical framework considers Bourdieu’s habitus model as well as the uses and gratification model. Concepts conducive to social cohesion include citizenship, communitas and cosmopolitanism.Methodology: data were gathered through a variety of primary and secondary sources. The former includes semi-structured interviews with subject matter experts and analysis of UNICEF’s external communication practices. The latter comprises the collection, assessment, comparison and summarizing of various reports about Lebanese media.Findings: Lebanon has a pluralistic media landscape, though it appears fragmented, reflecting its socio-political sectarian situation. The media in Lebanon is criticized for lack of public service. The arts scene seems to fill a void in terms of examining the collective memory in respect of not only the civil war (1975-1990) but also of social issues arising as a result of globalization and modernity. Syrians in Lebanon consume Lebanese media as much as media from their own country. Interpersonal communication channels appear to be the preferred mode of communication among both the host and the refugee communities, although among the youth social media platforms such as WhatsApp and Facebook are commonplace. Among the traditional media channels, television appears to be popular. The representation of Syrian refugees in Lebanese media is varied, with about one fourth of the published material portraying Syrians as a security issue.Results: a series of C4D recommendations that use sports and the arts as an overarching theme.

The development of non-traditional communication channels in recent years has progressively created a world more digital, networked and interlaced by a myriad of communication tools than ever before. With Facebook being the most prevalent social network, this study aims to guide local organisations to use Facebook optimally to communicate with their customers. The study strives to incorporate the latest ideas about social media marketing in the relevant literature with the opinions of local social media marketing experts. The generally ineffective use of Facebook as a communication channel by small, inexperienced organisations is seen as a justification for identifying a set of criteria to guide organisations in using Facebook pages as a driver of communication. The empirical phase of the research produced a list of seven guidelines on the optimal use of Facebook pages for marketing purposes, which might assist South African companies in developing their marketing strategies. / Business Management / M. Com. (Business Management)

The purpose of this study is to gain understanding of how the communicative ability affects creativity in an organization. Qualitive research with semi-structured questions with a purpose of collecting material from four respondents. Research Question -How do large organizations work with the communicative ability? -How should organizations work with the communicative ability to increase the creativity among their employees? Conclusion: -Organisations should work with a communication strategy that allows the staff to be a part of the communication ability. -The organisation's staff should have an awareness of how the communication ability work and how to use it by example education. -Clear goals and visions where the staff knows its importance and feel an involvement in the organisation. -Organisations should have an open environment that allows the staffs ideas and creative suggestions. -Using various communication channels as individuals absorb information differently. -A creative channel, a digital tool where the staff can help with creative suggestions. -A leadership that will help the staff to engage in the communication ability. / Syftet med studien är att få en förståelse om hur den kommunikativa förmågan påverkar kreativiteten i stora organisationer.  En kvalitativ forskningsmetod med deduktiv ansats och semi-strukturerade intervjumetoder har använts i uppsatsen. Forskningsfrågor -Hur arbetar stora organisationer med den kommunikativa förmågan? -Hur ska organisationer arbeta med den kommunikativa förmågan för att öka kreativiteten? Slutsats: -Organisationer ska arbeta med en kommunikationsstrategi som tillåter personalen att vara en del av den kommunikativa förmågan. -Organisationens personal ska ha en medvetenhet om hur den kommunikativa förmågan fungerar samt hur den ska användas genom exempelvis utbildningar. -Tydliga mål och visioner där personalen vet sin betydelse och kännner en delaktighet i organisationen. -Organisationer ska ha ett öppet klimat som tillåter personalens idéer och kreativa förslag. -Att använda varierande kommunikationskanaler eftersom individer tar åt sig information olika. -En kreativitetskanal, ett digitalt verktyg där personalen kan bidra med kreativa förslag. -Ett ledarskap som hjälper personalen att engagera sig i den kommunikativa förmågan.

Neste trabalho, são propostos e analisados algoritmos autodidatas eficientes para a equalização de canais de comunicação, considerando a transmissão de sinais QAM (quadrature amplitude modulation). Suas funções de erro são construídas de forma a fazer com que o erro de estimação seja igual a zero nas coordenadas dos símbolos da constelação. Essa característica os possibilita ter um desempenho similar ao de um algoritmo de equalização supervisionada como o NLMS (normalized least mean-square), independentemente da ordem da constelação QAM. Verifica-se analiticamente que, sob certas condições favoráveis para a equalização, os vetores de coeficientes dos algoritmos propostos e a correspondente solução de Wiener são colineares. Além disso, usando a informação da estimativa do símbolo transmitido e de seus símbolos vizinhos, esquemas de baixo custo computacional são propostos para aumentar a velocidade de convergência dos algoritmos. No caso do algoritmo baseado no critério do módulo constante, evita-se sua divergência através de um mecanismo que descarta estimativas inconsistentes dos símbolos transmitidos. Adicionalmente, apresenta-se uma análise de rastreio (tracking), que permite obter expressões analíticas para o erro quadrático médio em excesso dos algoritmos propostos em ambientes estacionários e não-estacionários. Através dessas expressões, verifica-se que com sobreamostragem, ausência de ruído e ambiente estacionário, os algoritmos propostos podem alcançar a equalização perfeita, independentemente da ordem da constelação QAM. Os algoritmos são estendidos para a adaptação conjunta dos filtros direto e de realimentação do equalizador de decisão realimentada, levando-se em conta um mecanismo que evita soluções degeneradas. Resultados de simulação sugerem que a utilização dos esquemas aqui propostos pode ser vantajosa na recuperação de sinais QAM, fazendo com que seja desnecessário o chaveamento para o algoritmo de decisão direta. / In this work, we propose efficient blind algorithms for equalization of communication channels, considering the transmission of QAM (quadrature amplitude modulation) signals. Their error functions are constructed in order to make the estimation error equal to zero at the coordinates of the constellation symbols. This characteristic enables the proposed algorithms to have a similar performance to that of a supervised equalization algorithm as the NLMS (normalized least mean-square), independently of the QAM order. Under some favorable conditions, we verify analytically that the coefficient vector of the proposed algorithms are collinear with the Wiener solution. Furthermore, using the information of the symbol estimate in conjunction with its neighborhood, we propose schemes of low computational cost in order to improve their convergence rate. The divergence of the constant-modulus based algorithm is avoided by using a mechanism, which disregards nonconsistent estimates of the transmitted symbols. Additionally, we present a tracking analysis in which we obtain analytical expressions for the excess mean-square error in stationary and nonstationary environments. From these expressions, we verify that using a fractionally-spaced equalizer in a noiseless stationary environment, the proposed algorithms can achieve perfect equalization, independently of the QAM order. The algorithms are extended to jointly adapt the feedforward and feedback filters of the decision feedback equalizer, taking into account a mechanism to avoid degenerative solutions. Simulation results suggest that the proposed schemes may be advantageously used to recover QAM signals and make the switching to the decision direct mode unnecessary.