O aumento da competição global tem aumentado os custos associados à atração de novos consumidores, impondo às empresas o desafio de mudar sua forma de atuação perante seus exigentes consumidores a fim de mantê-los. Diante desse desafio, este trabalho visa aprofundar o estudo do relacionamento entre a empresa e o cliente, identificando em que consiste o gerenciamento de churn e seu papel para a melhoria de ações de marketing para reter clientes. No intuito de alcançar o objetivo proposto, realizou-se uma pesquisa bibliográfica sobre o assunto, seguida de uma pesquisa de campo com abordagem qualitativa do tipo exploratória a partir de estudos de casos múltiplos em organizações de serviços do setor de telecomunicações no Brasil. A pesquisa de campo foi norteada pelo protocolo que abordou, entre outros pontos, os critérios de escolha dos casos, o roteiro de entrevistas e a forma de análise dos dados coletados. A escolha do setor foi motivada tanto por sua representatividade em nível nacional e internacional, quanto pelas mudanças que vem enfrentando na sua estrutura de competição, principalmente após os processos de privatização. Além disso, a indústria de telecomunicações é especialmente rica para este estudo, visto que suas empresas estão especialmente voltadas ao gerenciamento do churn. Os resultados obtidos ajudaram a compreender o processo de gerenciamento de churn, como este está inserido na gestão das empresas e suas aplicações. Nota-se seu papel no auxilio à identificação dos consumidores mais propensos a abandonar a empresa, assim como daqueles que ela deseja atrair e reter para ser capaz de desenvolver práticas eficientes e lucrativas. As limitações deste trabalho são fundamentalmente associadas à metodologia da pesquisa de campo. Além disso, colocam-se como possibilidades para desdobramentos futuros a condução de pesquisas quantitativas que visem testar, mensurar e avaliar os resultados do gerenciamento e pesquisas para compreender o impacto ambiental em suas práticas e resultados. / The rise in global competition has increased costs related to attracting new consumers, bringing companies the challenge of changing their behavior towards their ever more demanding clients in order to keep them. To assist in this challenge, this paper aims to deepen the studies regarding the company and the client, identifying what is considered churn management and its role to improve marketing actions to capture clients. With the aim of achieving the proposed goal, a bibliographic research was conducted as well as a qualitative field research in the exploratory type, which through multiple case studies, in organizations of the telecommunications sector, within Brazilian context. The field research was directed by a protocol and approached the criteria to choose the cases to be studied, the interviewing script and the form of analysis of the information gathered. The choice for this sector was driven for its national and international representation as well as for the changes the sector has been undergoing especially after its privatization. Moreover, the sector is specially recommended for the study as its companies are especially concerned with churn management. The obtained results helped understand the churn management process and how this is input in business administration and its applications. We can note its role in helping to identify consumers who are more likely to abandon the company and to identify the consumers the company wishes to attract and capture to be able to develop the necessary actions. The limitations of this paper are relative to the methodology of the field research. Besides this, conducting quantitative research which aims to test, measure and evaluate the results of management as well as to comprehend the environmental impact, the business model in practice and its results is considered for future studies.

This master's thesis is engaged in standardization of relation between costumer and supplier from perspective of purchasing products in the automotive industry. In this thesis are specified requirements at the suppliers of plastic parts. The costumer is Robert Bosch České Budějovice (RBCB). By standardization we understand selection and description of customer’s requirements at supplier.

Då litteraturen och forskningen är begränsad inom ämnet kundnytta i partneringprojekt, väcktes intresset att genomföra en empirisk studie om ämnet. Det har inte visat sig vara lämpligt att genomföra detta mot en specifik fråga eller ett problem då den befintliga informationen behandlar teori och tillämpningar av partnering, inte kundnytta. Med hänsyn till ovanstående problematik syftar denna uppsats till att beskriva hur olika parter, kopplade till partneringverksamhet i Sverige, upplever vilka arbetssätt och faktorer som maximerar kundnyttan i ett partneringprojekt. En kvalitativ metod där sex personer intervjuades, kopplade till partneringverksamhet i Sverige. Intervjuerna är semistrukturerade och anpassade till varje enskilt intervjuobjekt. De viktigaste slutsatserna som besvarar syftet är:  Förstå kundens affär  Välj ersättningsform baserat på grundlagt tillit och projekttyp  Alla parters samlade kunskaper ger rätt förutsättningar för beställaren att fatta rätt beslut  Avsaknad av gemensamma välutvecklade digitala hjälpmedel  Ta beslut i rätt tid  Referensytor och egenslutkontroller istället för besiktningsman / The literature and research is limited in the subject costumer value in partnering projects. This contributed to the interest to perform an empirical study on the topic. It has not been shown to be appropriate to implement this on a specific issue or problem, when the available information deals with the theory and applications of partnering, not customer value. Given the above problem this papers purpose is to describe how the various contractors and clients, associated with partnering activities in Sweden, experiencing the work and factors that maximize customer value in a partnering project. A qualitative method where six people were interviewed, related to partnering activities in Sweden. The interviews are semi-structured and adapted to each interviewee. The most important conclusions that answer the purpose are:  Understand the customers business  Choose a form of compensation based on founded trust and project type  All parties combined knowledge provides the right conditions for the customer to make the right decision  Lack of common well-developed digital tools  Make decisions at the right time  Reference Surfaces and own final checks instead third party inspector

Grön konsumtion och grönt medborgarskap är begrepp som blivit vanligare i takt med ökad medvetenhet om miljöpolitiska problem, klimatutveckling och vår omgivnings tillstånd och framtid. Livsmedelskonsumtion står för en väsentlig del av växthusgasutsläppen ett vanligt hushåll orsakar varje år och utgör därmed en adekvat avgränsning till den här studien. I det här arbetet presenteras båda begreppens bakgrund och betydelse baserat på en litteraturstudie. Skillnader, likheter och signifikanta karaktärsdrag analyseras för att sedan utgöra grunden till uppbyggandet av en enkätundersökning. Undersökningen baseras på fyra huvudgrenar; Generella karaktäristiska egenskaper Nivå av klimatanknytning Förändringsbenägenhet i syfte att konsumera mer miljövänligt Drivkrafter som kan kopplas till typiska konsumtionsbaserade aktiviteter Studien avgränsades till kollektivt beteende kring livsmedelskonsumtion. Resultatet av enkätundersökningen visade en överrepresentation av grönt medborgarskap och en positiv inställning till värderingar med tydlig psykologisk och moralisk koppling till miljö och konsumtion. Respondenterna svarade även i enlighet med grön konsumtion, vilket var framträdande vid påståenden om mervärde i utförande av vissa konsumtionsrelaterade aktiviteter. Slutsatsen av arbetet belyser svårigheterna i att gruppera grön konsumtion och grönt medborgarskap i två separata kategorier för att använda dem som en klassificering och/eller gruppering av mänskligt beteende. Däremot kan de med fördel användas som ett verktyg för att diskutera drivkrafter, livsstil, värderingar och sociala attityder kring miljömedvetenhet i olika sammanhang. / Green consumption and green citizenship are concepts that are established with increased awareness of environmental policy issues, climate change and the current state and the future of the environment. The aim of this study was to examine the background and meaning of these pro-environmental concepts based on a literature study. A survey was constructed based on the analyze given in the study, containing specific differences, similarities and significant characteristics for green consumption and citizenship. The survey contained four main characteristic indicators; General characteristic ideals Connection to nature Willingness to change Driving forces connected to commonly targeted consumption-based behaviors The results of this study showed an overrepresentation of green citizenship and a positive attitude towards the values with distinct psychological connection to the environment and consumption patterns. The results also responded in accordance with green consumption, most commonly regarding to consumption-based behaviors contributing a psychological added value. The conclusion of the work highlights the difficulty of dividing green consumption and green citizenship into two separate categories in order to use them as a classification and/or grouping of human behavior. On the other hand, they can advantageously be used as a discussion tool in subjects related to driving forces, lifestyles, values and social attitudes about environmental awareness in different contexts.

Submitted by Paulo Junior (paulo.jr@fgv.br) on 2011-04-18T19:17:34Z No. of bitstreams: 1 Gustavo André Costa Barbosa.pdf: 516344 bytes, checksum: 7ed54106ed246daa8aa63274e07ff1e2 (MD5) / Approved for entry into archive by Paulo Junior(paulo.jr@fgv.br) on 2011-04-18T19:17:57Z (GMT) No. of bitstreams: 1 Gustavo André Costa Barbosa.pdf: 516344 bytes, checksum: 7ed54106ed246daa8aa63274e07ff1e2 (MD5) / Made available in DSpace on 2011-05-02T18:18:27Z (GMT). No. of bitstreams: 1 Gustavo André Costa Barbosa.pdf: 516344 bytes, checksum: 7ed54106ed246daa8aa63274e07ff1e2 (MD5) Previous issue date: 2010-03-10 / It’s not easy dealing with an issue like taxes, especially in a country like Brazil with great historical and social debts, but it remains one of the highest tax burdens in the World and with a quality public services that in most cases, lacking. Worse is to discuss the effectiveness of the role of the Fiscal Taxes, even mission is to provide the state of resources for the implementation and maintenance of policies necessary for society. Often to fulfill this function there isn’t the full support of politicians or the population. To offset this challenge, the motivation and certainty is that exist at Pernambuco State’s Department of Finance, real entrepreneurs with expertise and willingness to change some realities, no longer attuned to the challenges of modern times. Assuming that the introduction of Planning, through the creation of the Directorate of Planning and Control Fiscal Action in early 2002 in the organizational structure of the Tax Administration, resulted an improvement of the inspection activities results, this study presents an evaluation the qualitative behavior of the taxation comparing from 1998 until early 2002 and then by the year 2006. Realized that there weren’t gains in effectiveness of inspections, comproved by the values comparation between the period after the organizational change and the other before that, analysed by the Wilcoxon Test. At the same time, it became a clear need to review the laws, terms and working conditions with regard to tax collection, otherwise you can not recover share of tax withheld on time, because 84,9% of the processes didn’t have administrative defense and not were regularizated the rest. With regard to questionary managers, their answers indicate that the direction must be maintained, seeking continuous evolution and consistency of organizational strategic planning and constant improvement of the management model adopted in pursuit of results, with social sensitivity and professional respect for each member of the Board. / Não é tarefa fácil abordar um tema como o de tributos, principalmente em um país como o Brasil, com grandes e históricas dívidas sociais, que permanece com uma das cargas tributárias mais elevadas do Mundo e com uma qualidade na oferta de serviços públicos que, na maioria das vezes, deixa a desejar. Pior ainda é discutir a eficácia do papel do Auditor Fiscal, já que temos a missão de prover o Estado de recursos públicos para a implementação e manutenção de políticas necessárias para a sociedade. Nem sempre para cumprir esse papel conta-se com o apoio integral da classe política e da população. Para compensar tal desafio, a maior motivação e certeza é que há na Secretaria da Fazenda do Estado de Pernambuco verdadeiros empreendedores com capacidade técnica e vontade de mudar algumas realidades, já não tão sintonizadas com os desafios dos tempos modernos. Partindo da premissa que a introdução do Planejamento, por meio da criação da Diretoria de Planejamento e Controle da Ação Fiscal no início de 2002 na estrutura organizacional da Administração Tributária, resultou em um salto de qualidade no resultado da ação fiscal, esse estudo apresenta uma avaliação dos processos fiscais comparando-se a partir de 1998 até o início de 2002 e daí até o ano de 2006. Percebe-se que não houve incremento em relação à efetividade da ação fiscal, constatando-se correlação estatística entre os valores recuperados pelo Fisco quando comparados o período posterior à mudança organizacional com o anterior, verificado pelo Teste de Wilcoxon. Ao mesmo tempo, percebeu-se uma necessidade clara do Estado rever suas leis, prazos e condições de trabalho no que se refere à execução fiscal, sob pena de não conseguir reaver parcela de tributo sonegado em tempo hábil, já que 84,9% dos processos não tiveram suas defesas administrativas apresentadas ou saldos devedores regularizados. Na pesquisa dirigida aos gerentes da Diretoria de Planejamento, suas respostas indicam que o caminho precisa ser mantido, buscando contínua evolução e coerência do planejamento estratégico e permanente aperfeiçoamento do modelo de gestão adotado em busca de resultados, com sensibilidade social e respeito profissional a cada integrante do Órgão.

Den stora konsumtionen förväntas öka i framtiden då befolkningen ökar. Livsmedelskonsumtionen står för en fjärdedel av alla utsläpp i Sverige och en del i detta finns restaurangmåltiderna. Restaurangbranschen är en konsumentstyrd marknad, där det stora utbudet av restauranger innebär att restaurangerna behöver erbjuda det konsumenterna vill ha. Fler och fler väljer att konsumera sina vardagsmåltider ute på restaurang. Trots att undersökningar visar att svenskar är väl medveten om hållbarhet finns det en stor bristande kunskap när det kommer till hållbara val på restaurang. Syfte med vårt arbete är att belysa utifrån hållbar fisk om hur olika organisationer och verksamma personer i restaurangbranschen ser på och arbetar med hållbart fiske. Målet med studien är att kunna diskutera om hur en samtid och en framtid kan ställa krav på branschen. Kvalitativa undersökningar har genomförts med hjälp av semistrukturerade intervjuer på tre krögare som är verksamma inom fiskrestauranger. En intervju har även genomförts med en anställd på MSC. Intervjuerna har både varit fysiska och per telefon. Fokus i studien har varit krögarens perspektiv och undersökningen har fokuserat på hur de upplever konsumtionen, kunskapen och framtiden inom hållbar fisk på restaurang. Studiens resultat visar att det krävs en förändring i branschen samt ett förändrat konsumentbeteende för att fisken ska förbli kvar på vår tallrik. En omställning är något som måste ske snarast då världens befolkning blir allt större och pressen på haven ökar i samma takt. Idag utvecklas och diskuteras nya fiskemetoder för att undvika att hamna i en negativ spiral av utfiske. Dels försöker länder tillsammans politiskt sätta upp bestämmelser och regler, dels jobbar MSC och liknade organisationer med att utveckla nya verktyg och övervaka fisket ute till havs.  På grund av en pågående samhällsdebatt och exponering i media blir konsumenten mer medveten om hållbarhet och hotade fiskarter. Något som tidigare inte fanns tillgänglig i samma utsträckning. Tack vare ny tillgänglighet av information med både spårbarhet av fisket och kunskap inom branschen, vill fler krögare välja certifierad fisk och välja bort hotade arter. Detta är något som visar sig i intervjuerna där samtliga valt bort att arbeta med hotad fisk och det finns en förhoppning om att konsumenterna ska ställa högre krav i framtiden. Konsumenterna tillsammans med krögare har en gemensam roll i att driva utvecklingen mot en mer hållbar framtid. / The large consumption is expected to increase largely due to an increase of the population on earth. The food consumption stands for a 25 % of the emissions in Sweden and the restaurant visits contribute to this. The restaurant industry is a consumer-driven market, where the large range of restaurants make the restaurants dependent to offer something the costumer wants. More people are eating their everyday meals at restaurants. Even though surveys show that Swedish people are well aware about sustainability, there is a lack of knownledge garding sustainabe choices at restaurants.  The purpose of this study is to examine how restauranteurs at fish-restaurants sees their own contribution, along with the costumers, and other organisations contribution, in promoting sustainable fishing. Qualitative studies have been carried out with the help of semi-structured interviews with three restaurateurs who are active in fish restaurants. An interview with a MSC employee has also been conducted. The interviews have been conducted both physically and via telephone. The focus of the study has been the restauranteur's perspective on how they experience consumption, knowledge and the future in sustainable fish at a restaurant. Everyone who participated in the study believes that a change in the industry and a changed consumer behavior are required for the fish to remain on our plate. A changeover is inevitable since the world's population is growing and the human pressures on the oceans increase at the same rate. Globally, the development of new fishing methods are on-going to avoid ending up in the negative spiral of depleted oceans. Firstly, countries are trying to agree on politics and to set up rules and regulations, and secondly, organisations such as MSC are working with developing new tools and monitor the fishing offshore. Due to an ongoing social debate and exposure in the media, consumers become more aware of sustainability and endangered fish species. Something that was not previously available to the same extent. Because of new availability of information with both traceability of fishing and knowledge in the industry, more restaurateurs want to choose certified fish and opt out of endangered species. This is also something shown in the interviews where the restauranteurs has opted out of working with endangered fish and there is hope that consumers will have higher demands for sustainable options in the future. Consumers and restauranteurs have a common goal to work towards a more sustainable future.

<p>For many companies, the Internet has revolutionized the relationship they have with their customers concerning costumer service. The use of Information Technology in regard to Internet as a media has provided companies with the opportunity to build customer databases in order to target their customers individually. The airline industry was one of the first pioneers to use the full potential of Internet to improve customer relations and its profits which we aim to investigate in greater detail in our thesis.</p><p>Our thesis answers the question on how Scandinavian Airlines' (SAS) Eurobonus department uses their website to create valuable and profitable relationships with SAS loyalty club members through direct marketing. In order to answer our research question, three key informants have been interviewed - each representing different sub departments at Eurobonus; <em>service and support</em>, <em>IT</em> and <em>marketing</em>. Our results were that the Eurobonus department use direct marketing methods by sending customized e-mail offerings to target specific customer, using their customer databases. Other findings were that SAS Eurobonus' customer relations were vital and well functioning, except for the fact that SAS homepage lacks sufficient opportunities to create a dialogue and proper communication between Eurobonus and its customers.</p> / <p>För många organisationer har Internet revolutionerat förhållandet för kundservice. Med hjälp av informationsteknologi med Internet som medium kan organisationer skapa kunddatabaser som ger dem möjlighet att behandla kunder som enskilda individer. Flygbranschen var en av de första att inse de många möjligheterna med Internet för att förbättra kundrelationerna och att göra dessa lönsammare, och detta ämnar vi undersöka i denna uppsats.</p><p>Uppsatsen behandlar hur flygbolaget, Scandinavian Airlines, SAS, Eurobonusavdelning arbetar med direktmarknadsföring via sin hemsida för att skapa bättre och lönsammare relationer med sina medlemmar i Eurobonusprogrammet. För uppsatsens räkning har tre av SAS medarbetare, som var och en representerar olika Eurobonusavdelningar, intervjuats: <em>service och support, IT </em>och<em> marknadsföringsavdelningen</em>. Vi har kommit fram till att Eurobonusavdelningen använder sig av direktmarknadsföring främst via e-post till sina kunder och att informationen i e-postmeddelandet är individualiserat till kunden - vilket är möjligt genom Eurobonus kunddatabaser. Vi kom även fram till att Eurobonus idag har fungerande kundrelationer, det saknas dock en fungerande dialog mellan kunden och företaget på hemsidan.</p>

For many companies, the Internet has revolutionized the relationship they have with their customers concerning costumer service. The use of Information Technology in regard to Internet as a media has provided companies with the opportunity to build customer databases in order to target their customers individually. The airline industry was one of the first pioneers to use the full potential of Internet to improve customer relations and its profits which we aim to investigate in greater detail in our thesis. Our thesis answers the question on how Scandinavian Airlines' (SAS) Eurobonus department uses their website to create valuable and profitable relationships with SAS loyalty club members through direct marketing. In order to answer our research question, three key informants have been interviewed - each representing different sub departments at Eurobonus; service and support, IT and marketing. Our results were that the Eurobonus department use direct marketing methods by sending customized e-mail offerings to target specific customer, using their customer databases. Other findings were that SAS Eurobonus' customer relations were vital and well functioning, except for the fact that SAS homepage lacks sufficient opportunities to create a dialogue and proper communication between Eurobonus and its customers. / För många organisationer har Internet revolutionerat förhållandet för kundservice. Med hjälp av informationsteknologi med Internet som medium kan organisationer skapa kunddatabaser som ger dem möjlighet att behandla kunder som enskilda individer. Flygbranschen var en av de första att inse de många möjligheterna med Internet för att förbättra kundrelationerna och att göra dessa lönsammare, och detta ämnar vi undersöka i denna uppsats. Uppsatsen behandlar hur flygbolaget, Scandinavian Airlines, SAS, Eurobonusavdelning arbetar med direktmarknadsföring via sin hemsida för att skapa bättre och lönsammare relationer med sina medlemmar i Eurobonusprogrammet. För uppsatsens räkning har tre av SAS medarbetare, som var och en representerar olika Eurobonusavdelningar, intervjuats: service och support, IT och marknadsföringsavdelningen. Vi har kommit fram till att Eurobonusavdelningen använder sig av direktmarknadsföring främst via e-post till sina kunder och att informationen i e-postmeddelandet är individualiserat till kunden - vilket är möjligt genom Eurobonus kunddatabaser. Vi kom även fram till att Eurobonus idag har fungerande kundrelationer, det saknas dock en fungerande dialog mellan kunden och företaget på hemsidan.

Syfte: Studiens syfte var att identifiera teoretiska begrepp för att kunna förstå kundföretags till synes konsumtionsinriktade hantering av bemanningspersonal. Vidare ämnar studien beskriva den förändrade personaletiken gällande bemanningspersonal, vilken verkar ligga till grund för hanteringen av personalgruppen. Teori: Inledande presenteras bemanningsbranschens premisser. För att förstå kundföretags ”syn på” bemanningspersonal anammade studien tre perspektiv för att försöka förstå problemformuleringen. Dessa var HRM, Flexibilitet och Ekonomi. Metod: Empirin samlades in med hjälp av semistrukturerade informantintervjuer. Totalt deltog tre kundföretag och 9 informanter i studien. Dessa ombads inledande att tala fritt om några utvalda ämnen med hjälp av ledord. Senare ombads de associera fritt kring begrepp i relation till bemanningspersonal. Resultat: Studien fastställer att kundföretags ”syn på” bemanningspersonal är personaletiskt politisk god men att hanteringen av bemanningspersonal innehåller dimensioner av nyttjande i övergång till utnyttjande. Vilket bildligt liknar konsumtion. / Purpose: The purpose of this study was to identify theoretical concept to better understand customer companies* consumption like behavior of temporary workers. Further on the study wished to describe the seemingly changed employee’s ethics for temporary workers, which seems to be the basis for employers handling. Theory: Initial the premise for temporary work is introduced. To understand the customer companies this study took on three perspectives trying to understand the problem question. These perspectives were HRM, Flexibility and Economics. Method: The empirical material was gathered through semi structured interviews. In total three customer companies were represented and nine interviews conducted. The informants were told to freely talk about a few selected topics with the help of catchwords. Further on, the informants were asked to associate some concept in relation to temporary workers. Findings: This study conducts that the view of customer companies are in line with what can be called employers politic ethics. Thus, the temporary workers management includes several dimensions in which use transform in to exploit. That in which this study conducts can resemble consumption. *Costumer company/user company; referring to an organization using temporary workers.

The aim of the work with subject Logistical management of transport of the chosen company is making of suggestion of better solution to the system of sale and transportation from the manufactory to the customer. The chosen company deals with woodworking and production of wooden products. The introductory literature search interprets the single logistical concepts and it introduces us this work. Next comes the characteristics of the chosen company, its{\crq} history and structure. Following chapter describes the production process and products which are produced by the company. In further part I{\crq}m concerned with analysis of present condition of the sale which is realized by company stores to the customer, and with system of supply and transportation to the links of this distribution chain. The final part of this work presents proposed changes in solution of this system and information how could this system function.