This diploma thesis is focused on main and supporting business activities in the company with focus on facility management. In the theoretical part are described main terms of this topic and differences are explained. Theoretical part contains chapter Customer relationship management which is an important topic in the practical part of the work. Practical part is focused on some of the main and supporting business activities. By using software CRM, activities are more efficient because of connection between process and employees. Result of this work is proposal of work with software CRM.

The South African pharmaceutical market is seen as part of the so called "pharmerging" markets, together with countries like India, China and Brazil. These "pharmerging" markets are the fastest growing markets within the global pharmaceutical industry. The distribution of chronic medicine in South Africa is a growing market, as the disease burden in South Africa continues to escalate, with the incidence of chronic conditions growing at a rapid rate. The study will focus on one of South Africa’s pioneer courier medication service providers, with more than twenty years’ experience in the healthcare industry. The company will be referred to as Pharmacy X. The mission of Pharmacy X is to provide the right chronic medication, to the right patient, at the right place, at the right time. It is imperative to ensure that a patient receives his/her chronic medication on the scheduled date of delivery to ensure compliance and customer satisfaction. To achieve a competitive advantage, companies increasingly depend on their supply chain partners to minimize cost and improve business processes. The core value chain activity of outbound logistics has been outsourced by Pharmacy X to several courier companies. This study will aim to understand the importance of the outbound logistics function within the value chain of the company and the costs involved with the outsourcing of the function. The primary objective of this study was to determine the feasibility of an in-house courier operation in the Bloemfontein area versus the current outsourced courier model. In order to achieve the primary objective of the study, several secondary objectives were set and reached throughout the four chapters of this study. The study applied cost benefit analysis techniques to determine the feasibility of the Bloemfontein courier investment project. All the cost benefit analysis techniques concluded that the Bloemfontein courier investment will be a financial viable operation. The Bloemfontein courier investment will increase shareholder value over the period of the project compared to the current outsourced model. The contribution of this case study to determine the feasibility of a courier operation investment can be of value to Pharmacy X. The current projected total courier cost of Pharmacy X for the 2013 financial year amounts to more than a third of the total operational cost. The findings within the case study can lead to a greater national roll out of courier operations in order to reduce costs and increase profit margins for Pharmacy X. / MBA, North-West University, Potchefstroom Campus, 2014

The South African pharmaceutical market is seen as part of the so called "pharmerging" markets, together with countries like India, China and Brazil. These "pharmerging" markets are the fastest growing markets within the global pharmaceutical industry. The distribution of chronic medicine in South Africa is a growing market, as the disease burden in South Africa continues to escalate, with the incidence of chronic conditions growing at a rapid rate. The study will focus on one of South Africa’s pioneer courier medication service providers, with more than twenty years’ experience in the healthcare industry. The company will be referred to as Pharmacy X. The mission of Pharmacy X is to provide the right chronic medication, to the right patient, at the right place, at the right time. It is imperative to ensure that a patient receives his/her chronic medication on the scheduled date of delivery to ensure compliance and customer satisfaction. To achieve a competitive advantage, companies increasingly depend on their supply chain partners to minimize cost and improve business processes. The core value chain activity of outbound logistics has been outsourced by Pharmacy X to several courier companies. This study will aim to understand the importance of the outbound logistics function within the value chain of the company and the costs involved with the outsourcing of the function. The primary objective of this study was to determine the feasibility of an in-house courier operation in the Bloemfontein area versus the current outsourced courier model. In order to achieve the primary objective of the study, several secondary objectives were set and reached throughout the four chapters of this study. The study applied cost benefit analysis techniques to determine the feasibility of the Bloemfontein courier investment project. All the cost benefit analysis techniques concluded that the Bloemfontein courier investment will be a financial viable operation. The Bloemfontein courier investment will increase shareholder value over the period of the project compared to the current outsourced model. The contribution of this case study to determine the feasibility of a courier operation investment can be of value to Pharmacy X. The current projected total courier cost of Pharmacy X for the 2013 financial year amounts to more than a third of the total operational cost. The findings within the case study can lead to a greater national roll out of courier operations in order to reduce costs and increase profit margins for Pharmacy X. / MBA, North-West University, Potchefstroom Campus, 2014

Com base no questionamento se as pequenas empresas e seus gestores podiam usar como ferramentas de gestão as principais teorias administrativas com a mesma eficiência que nas grandes empresas nas quais, via de regra, estas teorias foram desenvolvidas, este trabalho buscou analisar especificamente se os conceitos da teoria da intenção estratégica aplicam-se nas pequenas empresas. Esta pesquisa caracteriza-se como um estudo exploratório baseado na técnica da entrevista em profundidade, a qual foi realizada com pequenos empresários de empresas localizadas em incubadoras universitárias, no período de junho a agosto de 2011. Os resultados deste trabalho indicam que, apesar das pequenas empresas, geralmente, não conseguirem realizar um planejamento ao longo prazo e controlar o seu próprio destino, dois dos preceitos da intenção estratégica, elas são capazes de mostrar evolução na aplicação da intenção estratégica quanto a mudar o seu setor, de ter as competências necessárias para tal e de ser autor do seu próprio destino. Em síntese, conclui-se que, de maneira geral, a intenção estratégica pode ser aplicada nas pequenas empresas e que os limitadores desta aplicação são as próprias dificuldades inerentes às pequenas empresas como, por exemplo, fragilidade perante as frequentes mudanças do mercado, sobrecarga de questões operacionais por parte dos gestores e falta de recursos financeiros e humanos. / This investigation will look at whether the concepts of the strategic intent theory could be applicable specifically to small companies, with regards to whether they and their managers could use administration theories as managerial tools as effectively as they would in large corporations, where, by and large, those theories are usually developed. This is merely an exploratory study and relies on an in-depth interview technique, which was conducted with small business entrepreneurs from corporations located in university incubators, from June to August 2011. The results of this study show that despite the overall inability of small companies to conduct long-term planning and control their own futures, which are two of the precepts of strategic intent, they are able to show improvements in terms of its applicability when it comes to changing their sectors, as well as having the necessary competencies for such a move and being the authors of their own destiny. To sum up, we can assume that strategic intent can generally be applied in small companies and that the limiting factors of such application are the hardships that are inherent to small companies, such as fragility in the face of frequent market changes, excessive operational issues with regards to managers and a lack of financial and human resources.

Com base no questionamento se as pequenas empresas e seus gestores podiam usar como ferramentas de gestão as principais teorias administrativas com a mesma eficiência que nas grandes empresas nas quais, via de regra, estas teorias foram desenvolvidas, este trabalho buscou analisar especificamente se os conceitos da teoria da intenção estratégica aplicam-se nas pequenas empresas. Esta pesquisa caracteriza-se como um estudo exploratório baseado na técnica da entrevista em profundidade, a qual foi realizada com pequenos empresários de empresas localizadas em incubadoras universitárias, no período de junho a agosto de 2011. Os resultados deste trabalho indicam que, apesar das pequenas empresas, geralmente, não conseguirem realizar um planejamento ao longo prazo e controlar o seu próprio destino, dois dos preceitos da intenção estratégica, elas são capazes de mostrar evolução na aplicação da intenção estratégica quanto a mudar o seu setor, de ter as competências necessárias para tal e de ser autor do seu próprio destino. Em síntese, conclui-se que, de maneira geral, a intenção estratégica pode ser aplicada nas pequenas empresas e que os limitadores desta aplicação são as próprias dificuldades inerentes às pequenas empresas como, por exemplo, fragilidade perante as frequentes mudanças do mercado, sobrecarga de questões operacionais por parte dos gestores e falta de recursos financeiros e humanos. / This investigation will look at whether the concepts of the strategic intent theory could be applicable specifically to small companies, with regards to whether they and their managers could use administration theories as managerial tools as effectively as they would in large corporations, where, by and large, those theories are usually developed. This is merely an exploratory study and relies on an in-depth interview technique, which was conducted with small business entrepreneurs from corporations located in university incubators, from June to August 2011. The results of this study show that despite the overall inability of small companies to conduct long-term planning and control their own futures, which are two of the precepts of strategic intent, they are able to show improvements in terms of its applicability when it comes to changing their sectors, as well as having the necessary competencies for such a move and being the authors of their own destiny. To sum up, we can assume that strategic intent can generally be applied in small companies and that the limiting factors of such application are the hardships that are inherent to small companies, such as fragility in the face of frequent market changes, excessive operational issues with regards to managers and a lack of financial and human resources.

Com base no questionamento se as pequenas empresas e seus gestores podiam usar como ferramentas de gestão as principais teorias administrativas com a mesma eficiência que nas grandes empresas nas quais, via de regra, estas teorias foram desenvolvidas, este trabalho buscou analisar especificamente se os conceitos da teoria da intenção estratégica aplicam-se nas pequenas empresas. Esta pesquisa caracteriza-se como um estudo exploratório baseado na técnica da entrevista em profundidade, a qual foi realizada com pequenos empresários de empresas localizadas em incubadoras universitárias, no período de junho a agosto de 2011. Os resultados deste trabalho indicam que, apesar das pequenas empresas, geralmente, não conseguirem realizar um planejamento ao longo prazo e controlar o seu próprio destino, dois dos preceitos da intenção estratégica, elas são capazes de mostrar evolução na aplicação da intenção estratégica quanto a mudar o seu setor, de ter as competências necessárias para tal e de ser autor do seu próprio destino. Em síntese, conclui-se que, de maneira geral, a intenção estratégica pode ser aplicada nas pequenas empresas e que os limitadores desta aplicação são as próprias dificuldades inerentes às pequenas empresas como, por exemplo, fragilidade perante as frequentes mudanças do mercado, sobrecarga de questões operacionais por parte dos gestores e falta de recursos financeiros e humanos. / This investigation will look at whether the concepts of the strategic intent theory could be applicable specifically to small companies, with regards to whether they and their managers could use administration theories as managerial tools as effectively as they would in large corporations, where, by and large, those theories are usually developed. This is merely an exploratory study and relies on an in-depth interview technique, which was conducted with small business entrepreneurs from corporations located in university incubators, from June to August 2011. The results of this study show that despite the overall inability of small companies to conduct long-term planning and control their own futures, which are two of the precepts of strategic intent, they are able to show improvements in terms of its applicability when it comes to changing their sectors, as well as having the necessary competencies for such a move and being the authors of their own destiny. To sum up, we can assume that strategic intent can generally be applied in small companies and that the limiting factors of such application are the hardships that are inherent to small companies, such as fragility in the face of frequent market changes, excessive operational issues with regards to managers and a lack of financial and human resources.

The international marketer is challenging new factors in the present globalized world. Such marketer has often to solve conflicts resulting from different laws, cultures and societies, and overcome a variety of constraints when entering or establishing foreign markets. Entering and establishing new markets is a complicated process affected by both, external and internal factors. To be successful in new markets, said marketers must formulate market entry strategy with regard to those factors. This paper was written with the purpose to investigate the relationship between relatedness of core business and business regarding the market in question, government policies and regulations, and entry strategy of companies entering the U.S. renal services market. We have carried out the exploratory research based mainly on secondary data obtained from annual reports from 1995 to 2005. The one case study on the Swedish health care company Gambro was conducted in order to formulate hypotheses, which can be proven in prospective research. The whole paper is written in the context of PSE market entry model developed by Anders Pehrsson. Based on the analysis we suggest that if the perception of barriers is low and the relatedness between core business and business regarding market in question is high, companies prefer a non-organic growth when entering the market.

<p>The international marketer is challenging new factors in the present globalized world. Such marketer has often to solve conflicts resulting from different laws, cultures and societies, and overcome a variety of constraints when entering or establishing foreign markets. Entering and establishing new markets is a complicated process affected by both, external and internal factors. To be successful in new markets, said marketers must formulate market entry strategy with regard to those factors. This paper was written with the purpose to investigate the relationship between relatedness of core business and business regarding the market in question, government policies and regulations, and entry strategy of companies entering the U.S. renal services market. We have carried out the exploratory research based mainly on secondary data obtained from annual reports from 1995 to 2005. The one case study on the Swedish health care company Gambro was conducted in order to formulate hypotheses, which can be proven in prospective research. The whole paper is written in the context of PSE market entry model developed by Anders Pehrsson. Based on the analysis we suggest that if the perception of barriers is low and the relatedness between core business and business regarding market in question is high, companies prefer a non-organic growth when entering the market.</p>

Diploma thesis focuses on history analysis and today's CSR issues that multinational marketing corporations have to face up. It describes both CSR positives and negative responses to CSR implementation. It follows today's customer trends on markets and possibilities, how to win mainstresm customers for CSR challenges. Especially the trend of building CSR in the core business and in brands themselves is pointed out. The diploma work shows many examples of practising marketing with some social effect, from which both the company and the supported object can profit. Finally, the work describes some possibilities of CSR implementing and communicating. The practical part describes current CSR activities of Unilever company, including its Vitality mission, that is built in the whole business.