Professionals take centre stage in the delivery of professional services and the role of account management has received little research attention. This thesis concerns the value of account management in professional service relationships in the audit, tax and management consultancy industry, contextualising the nature and value of account management through client and professional perspectives. It addresses the challenges of embedding the account management role in the firm as a role of the professional or a separate function. The aim of this thesis is to conceptualise a value framework for account management. Based on the principles of grounded theory, the method comprises 29 interviews with professionals, account managers and clients. Embracing an emergent, iterative process, the lenses used to reflect on these interviews include service dominant logic, relationships, the nature of professions and professionals along with client value and notions of organisational change. The emergent perceived value framework comprises five themes. Apart from the theme 'perceived value of account management', the other themes can be conceptualised at three levels: (i) external environment; (ii) firm's organisation and the professional-client relationships; (iii) and account management. Furthermore, the results indicate that professional service firms have difficulty in structuring and formalising account management implying a considerable organisational culture change management agenda. The role for account management varies between an integrated account management role performed by the professional in strategic services and by full-time dedicated account managers in more commoditised services and competitive environments. Well-embedded account management provides competitive advantage and differentiates the professional service firm.

This thesis researches how the consultant can participate in the creation of successful processes in organizations using multiple theoretical and practical traditions and a pragmatic reflexivity. The research shows how the consultant can do this using a heuristic model developed in the thesis called the consultancy room consisting of three dimensions: distinctions of position, distinctions of system, and distinctions of time. The thesis shows 6 different and distinct positions that the consultant can use in practice: the OD, systemic, solution-focused, appreciative, narrative and strategic position. To show their practical usefulness multiple examples of developing teams are described. The research shows that positions are firstly to be understood as theories that the consultant knows from experience and literature and brings to the organization and secondly the research also shows how such positions are created and coordinated with the customer before and during the consultancy process. The thesis further shows how the consultant can work with multiple distinctions of system. Three prototypical distinctions of system are introduced: the individual, the group, and the organization as part of the consultancy room to help the consultant increase his orientational abilities in practice. And a further distinction between the conversational and the linguistic system is made to help the consultant reflect in and on practice. The conversational system addresses the design of the process by reflecting with the customer about who should talk to whom in order to develop the situation. The linguistic system addresses how the system in focus is being talked about. The thesis shows how the different positions look at and give different possibilities for action in relation to the different distinctions of system. Finally the thesis shows how the consultant can work with multiple distinctions of time. Three prototypical distinctions of time are introduced: the moment, the meeting, and the process as part of the consultancy room to help the consultant navigate in practice. Again the different positions give different ideas of how to act in the moment and how to design meetings and longer processes. The research is done using the researchers own practice as data. A pragmatic research method is created and based in particular on the work of John Dewey (Dewey 1916 1938, Brinkmann 2006) and Gregory Bateson (Bateson 1972 1984)looking at similarities and differences between multiple examples from the researchers practice.

The purpose of this DBA is to develop a Customisation Blueprint so that consultancies can provide a more tailored, responsive service to clients. This study seeks to find out what matters to clients when purchasing consultancy, how clients substantiate this and how it affects their decision-making. This study also seeks to establish if the factors influencing buyer¿s evaluation of the consultant can be favourably influenced by the consultants. By fulfilling client requirements more precisely and effectively, consultants are able to better serve their clients. In this way they are also able to enhance both ongoing relationship and reputation. The history of consultancy is examined to establish the unfurling and growth of the industry and to understand the forces which have shaped its evolution. Relational and Operations literature is examined to establish what previous research is able to contribute to this quest for understanding what consultants need to do to better serve their clients. Financial Services and Utilities are the two largest private-sector buyers of consultancy. Managers involved in the purchase of consulting services from a selection of these companies were interviewed to capture how consultants are engaged and what selection criteria are the most important. A combination of guidance from the literature and an understanding of what matters to clients is used to develop a systematic approach for consultants to more clearly identify and articulate client needs and thereby serve them better. The outcome is the development of a Customisation Blueprint, a framework to personalise responsiveness and thus enhance customer satisfaction.

In recent years the construction industry has become increasingly aware of the potential of the technical knowledge held by construction professionals and the need to manage it effectively. However, organisations have experienced numerous problems in implementing and sustaining Knowledge Management (KM) initiatives. A key reason for this, which has been cited both within industry and academia, is a lack of understanding of the best-suited KM approaches available and how to adopt them. In particular, the importance of people-orientated KM practices, specifically in the case of construction firms who have a high level of dependence on the tacit knowledge of their employees, has been well documented with many KM authors calling for further research in this area. The research undertaken for this study was initiated in response to the need for further research and an improved understanding of KM (people-orientated KM in particular) best practice. The research was also focussed on establishing an effective KM initiative within Ramboll Whitbybird; the sponsoring organisation. The central aim of the research was therefore to “deliver a framework that facilitates the retention and reuse of knowledge, which will increase Ramboll Whitbybird's potential to drive engineering best practice and respond appropriately to conventional and emerging business opportunities.” To achieve this an action research approach was adopted, facilitated through the use of literature reviews, interviews, focus groups, and other data collection methods, to enable the findings to be implemented within an industrial setting. Through extensive industry involvement the research highlighted the core components necessary for a successful KM initiative, and the actions necessary from those involved in implementing, managing and sustaining KM activities within construction firms. The findings demonstrated that an organisation wishing to realise effective KM needs to establish a clear definition and understanding of KM across the business, which can be achieved through the compilation of a KM strategy (statement) and action plan. It also needs to acknowledge the importance of addressing the critical factors that will determine the success of its KM initiative such as the need for KM champions and a supporting team, a fit with the way people work and an alignment with business objectives. The research also highlighted the importance of people-orientated KM practices, and that construction organisations in particular should identify and prioritise KM activities such as Communities of Practice (CoPs), due to their reliance on tacit knowledge transfer. However, in order to maximise the benefits to individuals and the business, the organisation will need to take a ‘light touch' approach to the management of CoPs. Supporting people-based KM activities with the right technology is an important factor, particularly as organisations expand and become more geographically dispersed. To ensure that this technology is an effective supporter of KM it needs to be tailored to fit with the KM needs of the business, and will need to become de-centralised in its operation. Finally, the research outlined the importance for the organisation to consider the integration of KM within the daily operation of the business by incorporating KM effectively into communication and reporting structures, while also ensuring that it becomes a core aspect of its Quality Assurance (QA) procedures.

Submitted by Tatiana Lima (tatianasl@ufba.br) on 2016-05-04T21:02:53Z No. of bitstreams: 1 Cava,Fabiana.pdf: 1780276 bytes, checksum: a735fb27a51fe659518aa931cc0a68d3 (MD5) / Approved for entry into archive by Maria Angela Dortas (dortas@ufba.br) on 2016-06-13T17:18:27Z (GMT) No. of bitstreams: 1 Cava,Fabiana.pdf: 1780276 bytes, checksum: a735fb27a51fe659518aa931cc0a68d3 (MD5) / Made available in DSpace on 2016-06-13T17:18:27Z (GMT). No. of bitstreams: 1 Cava,Fabiana.pdf: 1780276 bytes, checksum: a735fb27a51fe659518aa931cc0a68d3 (MD5) / O prumo desta dissertação-projeto foi evidenciar a influência do emocionar entre consultores/pesquisadores e agentes ativos no desenvolvimento de projetos socioambientais, sob a óptica das conversações matrísticas e patriarcais conforme definições de Maturana e Verden Zoller (2004), utilizando-se de uma situação empírica vivenciada pela consultora/pesquisadora e agentes ativos. Visa também refletir de que maneira o emocionar corrobora ou dificulta no desenvolvimento dos projetos, relacionando-as com os fundamentos intangíveis do humano. A abordagem metodológica utilizada é a autoetnografia, em que o pesquisador é o observador, mas também o sujeito analisado, por si próprio e por agentes externos. Para esta reflexão, foram utilizados vídeos, fotografias e entrevistas semi-estruturadas. Consubstancia este trabalho a espiral da consultoria participativa fundamentada na convergência de três eixos vivenciados pela pesquisadora: projetos socioambientais, gestão social e metodologias integrativas. This project-dissertation aimed both to identify the stir emotions that are settled in socio-environmental projects using an empirical situation experienced by the researcher/consultant and their active agents and to think over the ways these connections confirm or hamper the project development by establishing a relationship in between them and the intangible human foundations as exposed by Maturana e Verden-Zoller (2004), authors who bind human relationships to the matristic and patriarchal cultures. Autoethnography was the applied metodological approach in which the researcher is the observer but is also the one who is observed by one‟s own self and by the others involved in the process. Video and photo images as well as semi-structured interviews with the active agents from the CIPAR/Baixo Sul Project were used to develop this reflection. This work is embodied by the participatory consultancy spiral based on the convergence of three axes experienced by the researcher: social environmental projects, social management, and integrative methodologies.

My graduation thesis is focused on evaluation of present circumstances and position of AgorConsult Bohemia at the market. The first part of the thesis describes corresponding theory. The next part introduces the company and analyses of the internal environment of AgroConsult Bohemia by audit resources and the external environment by PEST analysis and basic characteristics around. There is a survey, too and its evaluation. The strategy position is describes by SWOT analysis. In the last part there are the suggestion and recommendations for the suitable strategy.

A implantação de um processo ou programa de melhoria contínua pode ser verificada amplamente no contexto organizacional. Para que produtos, processos e serviços sejam melhorados é necessário a realização de intervenções, usualmente denominadas projetos de melhoria. Os profissionais, membros da organização, devem estar aptos, disponíveis e engajados na identificação, seleção e condução de projetos de melhoria. O presente estudo visa identificar elementos relevantes para a transformação efetiva de profissionais, membros da organização, em agentes internos de melhoria. Uma pesquisa de campo, de caráter exploratório foi realizada, utilizando a metodologia de estudo de casos múltiplos. Foram pesquisadas três montadoras onde foram capacitados 410 agentes internos de melhoria durante os anos de 2012 e 2014. Os elementos identificados como relevantes tiveram origem na revisão bibliográfica e nas evidências de pesquisa de campo. Recomendações a prática gerencial e a teoria acadêmica foram listadas, incluindo as limitações das conclusões. / The implementation of a continuous process or program can be broadly verified in the organizational context. In order to improve products, processes and services, it is necessary interventions, usually called improvement projects. The employees shall be qualified, available and committed in the identification, selection and implementation of improvement projects. This current study has the purpose to identify relevant elements for the effective transformation of employees into continuous improvement internal agents. This study is exploratory and a multiple case study research. Three automotive industries were researched which were qualified 410 improvement internal agents between 2012 e 2014. The elements identified as relevant came from bibliography review and from the evidenced from the field research. Recommendation to the managerial practice and to the academic theory were listed, including the limitations of the conclusions.

Orientador: Adriana Maria Bernardes da Silva / Dissertação (mestrado) - Universidade Estadual de Campinas, Instituto de Geociencias / Made available in DSpace on 2018-08-10T15:30:05Z (GMT). No. of bitstreams: 1 ManzoniNeto_Alcides_M.pdf: 1815752 bytes, checksum: 93d3f73f9c62c78097ea3b9a08af5f88 (MD5) Previous issue date: 2007 / Resumo: O presente estudo analisa novos usos do território brasileiro que condicionam e são condicionados por um planejamento territorial refuncionalizado a partir dos anos 1990. Com a vigorosa transformação do território ao longo do período em questão, a adoção de um quadro normativo em consonância com a globalização intensificou o processo de desigual apropriação do território. Com o objetivo de ampliar os espaços fiéis aos desígnios da dinâmica globalizadora, o Estado brasileiro recorre a um planejamento territorial carregado de ciência e informação. Questionando a validade dos Planos Plurianuais na integração dos planejamentos setoriais, buscamos entender suas formulações e principais agentes envolvidos, destacando os estudos de grande envergadura produzidos por um conjunto de grandes empresas de consultoria, agentes de poder inequívoco na condução de novas análises territoriais no Brasil e no mundo. Investigando os casos de algumas consultorias, procuramos analisar suas relações com as Parceiras Público-Privadas, instrumentos privilegiados dentro do planejamento territorial no Brasil atual, mas que podem se tornar ¿novos cavalos de Tróia¿ na formação socioespacial brasileira. Entendidas como uma solução viável para a retomada de investimentos de grande vulto no território, as PPPs ganham evidência dentro de um contexto mundial de neo-regulação, como procuramos demonstrar através da nova lex mercatoria / Abstract: The present study analyzes the new uses of Brazilian territory that condition and are conditional for a re-functionalized territorial planning started in the 90's. With the vigorous transformations of the territory throughout the period in question, the adoption of a normative picture associated with the globalization has intensified the process of an unequal appropriation of the territory. With the objective to extend the faithful spaces to the care of the globalization dynamics, the Brazilian State appeals to a territorial planning loaded with science and information. By questioning the validity of the Pluriannual Plans (PAP) in the integration of the sector planning, we intend to understand its formularizations and main agents involved, specially the studies of great spread produced by a set of great consultancy companies, agents of unequivocal power in the conduction of new territorial analyses in Brazil and the world. Through the investigation of these cases of some consultancy companies, we intend to analyze its relations with the Public-Private Partners, privileged instruments inside the territorial planning in Brazil nowadays, but that can become ¿new horses of Troy¿ in the Brazilian socialspatial formation. So understood as a viable solution to retake the investments of great countenance in the territory, the PAPs gains evidence inside a world-wide context of neo-regulation, as we tried to demonstrate through the new lex mercatoria / Mestrado / Análise Ambiental e Dinâmica Territorial / Mestre em Geografia

O Serviço Escola de um Curso de Graduação de Psicologia é uma instituição que, ao mesmo tempo em que presta serviços psicológicos à comunidade enquanto promoção de saúde mental, também visa a formação de psicólogos por meio de atividades práticas em estágios curriculares obrigatórios. No Serviço Escola de Psicologia são realizadas modalidades de atendimento psicológico à comunidade e, entre eles, há o atendimento psicológico de pais que procuram ajuda especializada diante de situações conflitivas com seus filhos, as quais não compreendem ou não conseguem mais intervir. O psicólogo é então chamado para auxiliar pais e filhos a compreender o que está ocorrendo na relação entre eles por meio de intervenções que promovam o resgate do processo de desenvolvimento emocional da criança, ao mesmo tempo em que permitem outra compreensão do seu modo de ser/viver por parte de seus pais. O pedido dos pais por atendimento psicológico de seu filho tem sido estudado por diversos autores da psicanálise, mas a ênfase do presente estudo está voltada à teoria do relacionamento paterno-infantil, conforme construída por Winnicott (1982, p. 40). Segundo Winnicott, as condições favoráveis apresentadas pelo ambiente (pais/família) permitirão que a criança possa amadurecer no tempo e ritmo desejável, ou seja, que ela possa ser si mesma em um tempo e um espaço. Se de início a dependência é absoluta, progressivamente a criança ruma à independência, desde que o ambiente (os pais, família, cuidadores, ou seja, quem estiver na função de cuidar) entenda que seu papel permanece, mesmo que modificado, em cada uma das fases do desenvolvimento da criança. Portanto, para Winnicott é fundamental que haja uma provisão ambiental permanente para que o percurso de amadurecimento da criança seja promovido. Ele aponta que, em algumas circunstâncias, as consultas terapêuticas permitem a retomada do percurso de desenvolvimento da criança desde que haja o suporte e o cuidado dos pais. Este estudo visa verificar se as Consultas Terapêuticas com pais e filhos, desenvolvidas em um Serviço Escola, são um método eficaz para investigar e compreender os mecanismos psíquicos envolvidos na interrupção do percurso de amadurecimento da criança. E também verificar se é um método que promove o resgate da comunicação entre os pais e a criança, a partir da re-inclusão dos pais no seu papel de sustentação do processo de amadurecimento da criança. Para tanto, foram acompanhadas e analisadas duas consultas terapêuticas de crianças e pais realizadas em um Serviço Escola buscando determinar se essa modalidade de atendimento clínico favoreceu a retomada do percurso de desenvolvimento da dupla pais/criança. Esse trabalho apresenta uma relevância social na medida em que propõe a adoção de um procedimento clínico psicanalítico à relação pais e filhos, quando ainda é possível evitar que modos patológicos de resolver o conflito se estruturem (SAFRA, 2005, p. 37), adquirindo, então, um caráter preventivo / The Serviço Escola from an undergraduate course at a Psychology School is an institution that while offers psychological services to a community promoting mental health, also serves as psychology education through the means of training work as part of course requisite. At the Psychology Serviço Escola modes of psychological support take place towards the community and, among them, there is the support for parents who seek specialized aid when facing conflicting situations with their children, which they cannot understand or can no longer intervene. A psychologist is then called in to assist parents and children to understand what is happening within their relationship through means of interventions which promote the rescue of the child\'s emotional development process, while allowing another comprehension of their being/living in the parents\' role. The parents\' request for psychological assistance for their children has been studied by various psychoanalysis authors, however the emphasis of this present study is towards the theory of paternal-child relationship, as constructed by Winnicott (1982, p. 40). According to Winnicott, the favorable conditions presented by the environment (parents/family) will allow children to grow up at desirable rhythm and time, which means that she can be herself within time and space. If at the beginning the dependency is absolute, progressively the child moves towards independency, as long as the environment (parents, family, caregivers, that is, any of all responsible for taking care) understands its role will remain, even if modified, in each phase of the child\'s development. Thus, for Winnicott it is fundamental that there is a permanent environment provision so that the child\'s growth path can be promoted. He points out that, in some occasions, therapeutic consultancy allows the resuming of the child\'s development path, as long as there is the parents support and care This study aims to verify if the Therapeutic Consulting with parents and children, developed at a Seviço Escola, are an efficient method to investigate and comprehend the psychological mechanisms involved within the interruption of the child\'s development path. It also aims to verify if it is a method that promotes the rescue of communication between the parents and the child from the point of re-inclusion of parents into their role of support within the process of the child\'s growth. Therefore, two therapeutic consultancies between parents and child were followed and analyzed within a Serviço Escola trying to determine if this mode of specialist assistance favored the rescuing of both parent/child\'s development path. This work presents a social relevance as it proposes the adoption of a psychoanalytic clinic procedure in relation to parents and children, when it is still possible to avoid that pathological modes of resolving conflicts take place (SAFRA, 2005, p.37), later acquiring a preventive aspect

Test staff working in modern software consultancy companies often have to work in multiple customer projects that differ not only technically, but also regarding organisational, management and social aspects. The ease and speed with which the staff can adapt to new projects and environments is crucial for the success and profitability of the consultancy company. This paper presents the results of a study on how management in a Swedish software company can facilitate test staff relocation. Interviews with consultants in the testing department were conducted to elicit the differences between testing projects they have and are involved in and their views on the challenges of and learning needed when relocating between projects. Based on this we present an approach to better support such staff relocations in the future. The approach is based on a knowledge sharing structure and process and the introduction of specific templates to capture and document testing experience. An initial, static validation in the test consultancy show that the approach has merit and should be further evaluated.