The need for information in real time and the technology development has become more fast and more efficient. Companies today need to be more responsive to their customers to stay on top. Also, companies’ business processes need effective support from information technology solutions. The fit, or alignment, between the business process and the Customer Relationship Management (CRM) system design is crucial in order to leverage efforts within marketing and sales. If there is a misfit, companies do not take full advantage of the potential that CRM systems can leverage in terms of better managing relationships with customers, which in turn may result in higher rates of closed deals. The main purpose of this bachelor thesis in Information Systems is to identify and describe critical success factors influencing on the degree of alignment between a business process and a CRM system from an organisational perspective. The sub-purpose is to identify and describe the influence of process−system alignment on performance. The IT company Apica has been used as the case study company in the bachelor thesis. Apica is suitable for this study since it has already adopted a CRM system related to its sales process. A research literature-based analysis model was developed in order to be able to more precisely investigate the chosen purpose. The intention is to review critical success factors that influence the success of the process−system alignment. In the chosen qualitative approach, a semi-structured interview guide was developed, based on the analysis model. Five interviews with co-workers in the case study company were conducted. The analysis of the collected primary empirical data has led to the following conclusions. A high degree of process−system alignment concerning a well-defined and functional business process in relation to a CRM system has a positive influence on the company’s sales process performance. A higher degree of process−system alignment can improve the company’s process performance, increase the sales force productivity and lead to better decision making. According to the findings, the positive outcome of a process−system alignment depends mainly on three factors: management commitment, data management, and system integrations. The empirical results also suggests a new finding: A successfully aligned sales process with the CRM system also lead to knowledge sharing. Knowledge sharing contributes to that salespeople learn from deals made in the past. The historical data help salespeople in managing customer relationships, which may lead to shorter sales cycles and larger deal sizes, which implies increased sales.

Esta tese apresentada ao Programa de Pós-Graduação em Informática na Educação (PPGIE), linha de pesquisa ambientes informatizados e ensino a distância, tem como objetivo geral analisar os Fatores Críticos de Sucesso (FCS) relacionados com os elementos de gestão em cursos de educação a distância via internet. Como objetivos específicos busca identificar os FCS no gerenciamento dos recursos nos cursos em educação a distância via internet; e propor novos elementos que auxiliem o processo de gestão dos cursos de educação a distância via internet. Os elementos de gestão para a educação a distância (EAD) foram definidos com base na literatura e pela análise conjunta da autora e de especialistas. A partir disto destacam-se os elementos de gestão: qualidade, gerenciamento, infra-estrutura, recursos humanos, recursos financeiros, e modelo pedagógico. Estes elementos utilizados no protocolo do estudo de caso para a identificação dos FCS foram validados com especialistas em EAD e no Curso de Graduação em Administração a distância da Universidade Federal do Rio Grande do Sul (UFRGS). A metodologia da pesquisa é o estudo de casos-múltiplos baseado no Curso de Graduação em Pedagogia - Licenciatura (PEAD), e no Curso de Graduação Tecnológica - Planejamento e Gestão Para o Desenvolvimento Rural (PLAGEDER) da UFRGS. A partir dos resultados obtidos nos estudos de caso constatou-se que alguns dos FCS identificados não estavam associados aos elementos correspondentes. Verificou-se também, que um mesmo FCS está ou pode estar relacionado a mais de um elemento de gestão. Neste sentido, os FCS identificados foram resgatados e reagrupados nas categorias dos elementos de gestão. Estas constatações possibilitaram uma nova reflexão sobre os FCS e os elementos de gestão. A partir do resgate teórico, percebe-se a existência de FCS que, embora não tenham sido identificados na pesquisa, merecem uma atenção especial. Dessa forma, alguns fatores foram incorporados, por estarem relacionados com os novos elementos de gestão da EAD. Assim, apresentam-se os novos elementos para auxiliar o processo de gestão em cursos de educação a distância via internet são: qualidade do ensino, responsabilidade da coordenação do curso, gerenciamento dos recursos e modelo pedagógico do curso. / The general objective of this thesis, which was presented at the Graduate Program in Computer Science in Education (PPGIE), line of research computed environments and distance learning, is to analyze Critical Success Factors (CSF) associated with management elements in distance learning courses via the Internet. The specific objective is to identify CSFs in the management of resources in distance learning courses via the Internet and to propose new elements to help the management process in distance learning courses via the Internet. Management elements for distance learning (DL) were defined based on the literature and on a conjoint analysis by the author and specialists. The following management elements stood out: quality, management, infrastructure, human resources, financial resources and pedagogical model. These elements, used in the case study protocol to identify CSFs, were validated by specialists in DL and by the Distance Business Undergraduate Course of Universidade Federal do Rio Grande do Sul (UFRGS). The research methodology is the study of multiple cases based on the Undergraduate Course in Pedagogy - Teaching (PEAD) and on the Technological Undergraduate Course - Planning and Management for Rural Development (PLAGEDER) of UFRGS. Based on the results obtained from case studies, some CSFs identified were not associated with the corresponding elements. It was also observed that one CSF is or may be related to more than one management element. In this sense, identified CSFs were rescued and regrouped into the categories of management elements. Such findings allowed a new reflection on CSFs and management elements. Based on the theoretical background, there is an existence of CSFs that, although not being identified in the study, deserve special attention. Therefore, some factors were incorporated for being related to new management elements of DL. Thus, the new elements presented to aid the management process in distance learning courses via the Internet are as follows: teaching quality, responsibility of course coordination, resource management and course pedagogical model.

The study sought to investigate the performance measurement practice of retail Micro, Small and Medium Enterprises (MSMEs) in Zimbabwe and to develop a performance measurement framework for monitoring and managing the performance of retail MSMEs in developing countries. The performance measurement framework may enhance the chances of success and survival of these retail MSMEs. The framework was developed based on a review of the literature and an empirical study. Questionnaires were administered to 373 owner/managers of which only 189 responded. Interviews were held with 20 senior employees in the accounts/finance departments of MSMEs. Stratified random sampling was employed to select the 20 senior employees interviewed. Interviews were also held with eight (8) owner/managers who were purposively selected from the 189 MSMEs who participated in the study. It was established that most of the MSMEs do not measure the CSFs identified from the literature review. The study identified innovation, management of costs, and management of customers, management of competitors, market scanning, employee motivation, and management of regulators as the factors that need to be measured and monitored if MSMEs are to succeed. The performance measurement framework which emerged from the study focused more on measurement of non-financial performance rather than financial performance. Most owner/managers interviewed indicated that the proposed performance measurement framework can be used to enhance the performance of MSMEs. The study recommends that a confirmatory study such as structural equation modelling should be carried out in order to test the cause-effect relationship between the CSFs identified in this study. The study also recommends a longitudinal study where the researcher will assess the performance measurement practices of the retail MSMEs over time rather than relying on the perceptions of owner/managers and employees of the MSMEs. Keywords: Critical success factors, MSMEs, performance measurement, / Management Accounting / D. Phil. (Management Accounting)

Change in today’s business environment may be seen as inevitable however in the absence of a generic and endemic Change Framework for Managing and Leading Change; South African businesses face a difficult task of surviving into the future unless they are able to find an Organisational Change Management Approach that will assist them in navigating the Organisational Change Landscape for the 21st Century. This study provides an exploratory approach to understanding the nature of Organisational Change Management in South Africa, by exploring the following key concepts: (1) An understanding of the nature of Organisational Change Management in South Africa (2) The Critical Success Factors needed for Organisational Change Management to succeed in South Africa (3) The provision of a practical Organisational Change Management Framework and Scorecard for the measurement of Organisational Change Management processes and initiatives (4) Recommendations towards a Organisational Change Management Scorecard The study which is largely qualitative in nature makes use of a multiple case study design methodology for the collection of empirical evidence as well as quantitative research data from a survey questionnaire to support the underlying constructs and research questions posed within the study. The use of data and methodological triangulation, namely research interviews, survey data, company and archival documentation as well as focus group discussion points has provided the research study with the necessary validity and reliability to support research results, findings and recommendations.This information should be utilized by Change Practitioners practicing organisational change within a rapidly transforming environment, where Mergers and Acquisitions are major force for change as it would help to provide the necessary change framework and change scorecard for the management and measurement of organisational change interventions. This study also highlights the Critical Success Factors for change by focusing on the Emotional side (Low impact) and Change Imperatives / Prerequisites (High impact) for the management of organisational change. In addition, the study also provides a first view of some change performance measures in the form of a Change Scorecard, which can be used to assess the overall impact of the current change intervention being implemented. / Graduate School for Business Leadership / DBL

As with many new technology implementations before, Business Intelligence (BI) implementations have come under scrutiny in terms of the value added to organisations. The latest academic research uses various different ‘traditional financial methods’ such as the Return on Investment (ROI) calculations to determine the value of investments. In some instances customized measurement tools are proposed as a result of empirical studies conducted. The main objective of this study is to perform qualitative investigation on the theoretical value of BI implementations in organisations. If it is assumed that BI does add value to organisations, the primary research question aims to investigate how this value is added. A balanced scorecard second generation approach is used as theoretical framework in order to address the question. This approach is also known as strategy mapping. The research process starts with an extensive literature review on the topic of BI value evaluations and BI related balanced scorecards and strategy maps. As a result, various theoretical and practical research contributions are produced. One of the theoretical contributions includes an inventory of previous academic literature on the topic of BI value evaluations. This inventory is also presented diagrammatically. A preliminary version of the BI balanced scorecard is developed and used as foundation for a semi-structured interview template to investigate the value of BI in organisations.\ The semi-structured interview template was used as primary data generation instrument to gather data for this multiple-case study project. Four organisations participated in the study. The data obtained from the study was analysed and presented using an updated version of the theoretical framework of the study and was labelled as the intermediate version of the scorecard. The intermediate version of the BI balanced scorecard provided valuable input towards investigating how value was achieved as a result of BI implementations. These results were verified as part of a final verification process through a consultation process with the same study participants. A final version of the BI balanced scorecard is presented and included in a complete BI value solution. This version of the balanced scorecard is also a valuable practical contribution of the study. The verified results of the investigation indicated the following:- (1) BI adds value to organisations in all four perspectives of the organisation, namely the business value perspective, user orientation perspective, operational excellence perspective as well as the future orientation perspective. (2) Furthermore, the study confirmed that BI adds value to organisations through a number of benefits including an increase in sales and compliance to regulatory requirements (to name a few). (3) However, the study also indicated that value-related studies must adopt a holistic approach in an attempt to cater for the many facets of the topic. (4) Despite the challenge of implementing BI in organisations, the perceived value of BI implementations amongst senior management remained positive. This was supported by the continuous implementation of new BI projects in organisations. (5) There was a definite relationship between BI implementations and organisational performance. This is evident through the positive impact on sales figures, risk and compliance management and operational management. The study contributes to the broader field of Information Systems (IS) in numerous ways. Firstly the research discovers gaps in existing research, then proposes a method to investigate the research question as a result of the gaps identified, and -iiiuses this method as a tool to investigate the problem. The main contribution of the study is to contribute to the body of knowledge by investigating the value of business intelligence to organisations. / College of Engineering, Science and Technology / D. Litt et. Phil. (Information Systems)

This present study aims to identify the critical success factors in corporate distance education programs, based on the case study of SICREDI, Cooperative Credit System with more than 10.000 employees and 1.000 units around Brazil. The study characterizes itself as descriptive-exploratory, due to the no validation of research instruments to measure the critical success factors in distance education, being mostly quantitative. Thus, the present study seeked, through the application of Reeves´ model (1997) and adapted by Joia (2005), to identify the relation of the 10 dimensions (constructs), defining and characterizing the variables, with the dependent variable success (goals achievement). The results founded showed 35% of relation with the factors Motivation Source, Structural Flexibility, Pedagogical Philosophy and Cultural Sensibility with the dependent variable success (goals achievement). The study is aligned with Joia and Costa (2005) in the factor Motivation Source and with Joia and Lima (2007) at the factor Pedagogical Philosophy. Otherwise, the few research developed till now with the present model show that the projects change in each company when referring to the factors that lead to success in distance education initiatives. Therefore, is necessary, by the limitations of case studies (used in all the researches with the present model), to proceed with multi-cases with a higher number of organizations and respondents, permitting, then, the theory consolidation about the critical success factors in corporate distance education programs. / O presente estudo tem por objetivo identificar os fatores determinantes do sucesso em programas de educação corporativa a distância, com base no estudo de caso do SICREDI, Sistema Cooperativo de Crédito com mais de 10.000 colaboradores e 1.000 unidades no Brasil. O estudo caracteriza-se por ser de natureza descritivoexploratória, devido a não validação de instrumentos para mensuração dos fatores críticos de sucesso em educação a distância, sendo eminentemente quantitativo. Dessa forma, o trabalho em questão buscou, através da aplicação do modelo de Reeves (1997) e adaptado por Joia (2005), identificar a relação das 10 dimensões (constructos), com a definição e caracterização das variáveis, com a variável dependente sucesso (atingimento dos objetivos). Os resultados encontrados mostraram uma relação de 35% dos fatores Fonte de Motivação, Flexibilidade Estrutural, Filosofia Pedagógica e Sensibilidade Cultural com a variável dependente sucesso (atingimento dos objetivos). O trabalho alinha-se com Joia e Costa (2005) no fator Fonte de Motivação e com Joia e Lima (2007) no fator Filosofia Pedagógica. Entretanto, as poucas pesquisas realizadas até então com o presente modelo mostram que os projetos mudam em cada empresa no que se refere aos fatores que levam ao sucesso das iniciativas de educação a distância. Dessa forma, é necessário, pelas limitações dos estudos de caso (usados em todas as pesquisas com o modelo), proceder-se com estudos multi-casos com um número bem maior de organizações e respondentes, podendo-se então, começar-se a consolidação da teoria acerca dos fatores chaves do sucesso em educação corporativa a distância.

Esta tese apresentada ao Programa de Pós-Graduação em Informática na Educação (PPGIE), linha de pesquisa ambientes informatizados e ensino a distância, tem como objetivo geral analisar os Fatores Críticos de Sucesso (FCS) relacionados com os elementos de gestão em cursos de educação a distância via internet. Como objetivos específicos busca identificar os FCS no gerenciamento dos recursos nos cursos em educação a distância via internet; e propor novos elementos que auxiliem o processo de gestão dos cursos de educação a distância via internet. Os elementos de gestão para a educação a distância (EAD) foram definidos com base na literatura e pela análise conjunta da autora e de especialistas. A partir disto destacam-se os elementos de gestão: qualidade, gerenciamento, infra-estrutura, recursos humanos, recursos financeiros, e modelo pedagógico. Estes elementos utilizados no protocolo do estudo de caso para a identificação dos FCS foram validados com especialistas em EAD e no Curso de Graduação em Administração a distância da Universidade Federal do Rio Grande do Sul (UFRGS). A metodologia da pesquisa é o estudo de casos-múltiplos baseado no Curso de Graduação em Pedagogia - Licenciatura (PEAD), e no Curso de Graduação Tecnológica - Planejamento e Gestão Para o Desenvolvimento Rural (PLAGEDER) da UFRGS. A partir dos resultados obtidos nos estudos de caso constatou-se que alguns dos FCS identificados não estavam associados aos elementos correspondentes. Verificou-se também, que um mesmo FCS está ou pode estar relacionado a mais de um elemento de gestão. Neste sentido, os FCS identificados foram resgatados e reagrupados nas categorias dos elementos de gestão. Estas constatações possibilitaram uma nova reflexão sobre os FCS e os elementos de gestão. A partir do resgate teórico, percebe-se a existência de FCS que, embora não tenham sido identificados na pesquisa, merecem uma atenção especial. Dessa forma, alguns fatores foram incorporados, por estarem relacionados com os novos elementos de gestão da EAD. Assim, apresentam-se os novos elementos para auxiliar o processo de gestão em cursos de educação a distância via internet são: qualidade do ensino, responsabilidade da coordenação do curso, gerenciamento dos recursos e modelo pedagógico do curso. / The general objective of this thesis, which was presented at the Graduate Program in Computer Science in Education (PPGIE), line of research computed environments and distance learning, is to analyze Critical Success Factors (CSF) associated with management elements in distance learning courses via the Internet. The specific objective is to identify CSFs in the management of resources in distance learning courses via the Internet and to propose new elements to help the management process in distance learning courses via the Internet. Management elements for distance learning (DL) were defined based on the literature and on a conjoint analysis by the author and specialists. The following management elements stood out: quality, management, infrastructure, human resources, financial resources and pedagogical model. These elements, used in the case study protocol to identify CSFs, were validated by specialists in DL and by the Distance Business Undergraduate Course of Universidade Federal do Rio Grande do Sul (UFRGS). The research methodology is the study of multiple cases based on the Undergraduate Course in Pedagogy - Teaching (PEAD) and on the Technological Undergraduate Course - Planning and Management for Rural Development (PLAGEDER) of UFRGS. Based on the results obtained from case studies, some CSFs identified were not associated with the corresponding elements. It was also observed that one CSF is or may be related to more than one management element. In this sense, identified CSFs were rescued and regrouped into the categories of management elements. Such findings allowed a new reflection on CSFs and management elements. Based on the theoretical background, there is an existence of CSFs that, although not being identified in the study, deserve special attention. Therefore, some factors were incorporated for being related to new management elements of DL. Thus, the new elements presented to aid the management process in distance learning courses via the Internet are as follows: teaching quality, responsibility of course coordination, resource management and course pedagogical model.

Made available in DSpace on 2016-06-02T19:50:14Z (GMT). No. of bitstreams: 1 4067.pdf: 1964909 bytes, checksum: 20668b126678ef263e1b39495a60baa3 (MD5) Previous issue date: 2011-11-28 / Projects of capital goods with Engineering-to-Order (ETO) productive typology are usually complex due to its size and level of customization and technology. Because of these aspects the achievement of success demands a management effort and can be conditioned by several elements, among which are the Critical Success Factors (CSF). In this sense, the proposal for this research involves the identification and analysis of the relationship of these factors with the success obtained in ETO projects using a multidimensional concept that involves efficiency, organizational learning, preparing for the future and customer satisfaction. From these principles a survey was conducted involving 67 companies and 182 projects with above characteristics. Data analysis was initially performed by the technique of Factorial analysis, whose results led to combine 38 Critical Success Factors identified in the literature on 12 new factors with better ability to explain the observed phenomenon, namely: Uncertainty management, Organization and Planning, Productivity management, Robustness of the team, Management of technical performance, Learning and adaptation, Integration with external stakeholders, Reliability of the team, Schedule optimization, Precaution against technical failures, Guidance capacity and Precaution against supply failure. These new factors led to an analysis by multinomial logistic regression technique, which identified significant factors to explain each of the success dimensions. For the efficiency dimension this factors are Planning and organization, Reliability of the team, the Guidance capacity, Integration with external stakeholders, the Technical performance management and Schedule optimization, to the extent organizational learning are the optimization schedule, Productivity management and Precaution against technical failure. To the preparing for the future dimension this factors are the Management of the technical performance, the Reliability of the team, Schedule optimization, the Precaution against technical failures, the Learning and adaptation, and the Organization and Planning, the Guidance capacity. For the customer satisfaction are the Reliability of the team, the Learning and adaptation, Precaution against failure of supply, Organization and planning, Precaution against technical failures and Contingency management. Thus, from a scientific standpoint, the results obtained in this thesis extends the understanding of the topic studied and provide from the managerial point of view a framework that can guide and support decision making by managers of this type of project. / Projetos de bens de capital com tipologia produtiva Engineering-to-Order (ETO) são usualmente complexos devido a seu porte e nível de customização e tecnologia. Devido a estes aspectos a obtenção de sucesso pode ser condicionada por diversos elementos, entre os quais estão os Fatores Críticos de Sucesso (FCS). Neste sentido, o recorte proposto para esta pesquisa envolve a identificação e a análise das relações destes fatores com o sucesso de projetos ETO de forma multidimensional, envolvendo a eficiência, o aprendizado organizacional, a preparação para o futuro e a satisfação dos clientes. Para tanto, foi conduzido um survey que envolveu 67 empresas e 182 projetos com as características supracitadas. A análise dos dados foi realizada inicialmente por meio da técnica de Análise fatorial, cujos resultados permitiram conjugar 38 Fatores Críticos de Sucesso identificados na literatura, em 12 novos fatores com melhor capacidade de explicar o fenômeno observado, sendo eles: Gestão de incerteza, Organização e Planejamento, Gestão da produtividade, Robustez da equipe, Gestão de desempenho técnico, Aprendizado e adaptação, Integração com Stakeholders externos, Confiabilidade da equipe, Otimização de cronograma, Precaução contra falhas técnicas, Capacidade de orientação e Precaução contra falhas de fornecimento. A partir destes novos fatores conduziu-se uma análise por meio da técnica de Regressão logística multinomial, que permitiu identificar fatores significativos para explicar cada uma das dimensões de sucesso. Assim, para a dimensão eficiência estes fatores são a Organização e planejamento, a Confiabilidade da equipe, a Capacidade de orientação, a Integração com stakeholders externos, a Gestão de desempenho técnico e a Otimização de cronograma, para a dimensão aprendizado organizacional são a Otimização de cronograma, a Gestão de desempenho técnico e a Precaução contra falhas técnicas, para a dimensão preparação para o futuro são a Gestão de desempenho técnico, a Confiabilidade da equipe, a Otimização de cronograma, a Precaução contra falhas técnicas, o Aprendizado e adaptação, a Organização e planejamento, a Capacidade de orientação e para a dimensão satisfação do cliente são a Confiabilidade da equipe, o Aprendizado e adaptação, a Precaução contra falhas de fornecimento, a Organização e planejamento, a Precaução contra falhas técnicas e a Gestão de contingências. Assim, do ponto de vista científico, os resultados obtidos nesta tese ampliam a compreensão sobre o tema estudado e oferecem do ponto de vista gerencial um framework que pode orientar ou apoiar a tomada de decisão por parte de gerentes deste tipo de projeto.

Det finns forskning från flera olika perspektiv som har studerat kritiska framgångsfaktorer gällande arbete i projekt. Det problem som finns är att det inte finns ett specifikt genomförande för att uppnå lyckat resultat inom projektarbeten. Belassi och Tukel (1996) har tagit fram en teori att analysera projektgenomförande utifrån. Modellen behöver utvecklas med tiden och förändras för att anpassas till specifika typer av projekt, till exempel interna IT-projekt som denna undersökning behandlar. I den här studien har en fallstudie genomförts på två verksamheter där det i varje verksamhet finns ett intern IT-projekt som anses vara lyckat och ett som anses vara misslyckat. Med grund i Belassi och Tukels (1996) teori Critical success/failure factors in projects har kvalitativa intervjuer genomförts i syfte att ta reda på vilka framgångsfaktorer som är kritiska för lyckade och misslyckade interna IT-projekt. Vidare är syftet även att se om det finns andra kritiska framgångsfaktorer som kan utveckla teorin. Den insamlade empirin analyserades genom kategorisering och studiens resultat visar vilka de kritiska framgångsfaktorerna är för de två verksamheternas utvalda interna IT-projekt. Det har även skapats en utvecklad modell med kritiska framgångs- och misslyckandefaktorer som inte tidigare fanns omnämnda i teorin men som visade sig ha en inverkan på projektets resultat. Studien visade att ledarskap och kommunikation var viktiga faktorer för att uppnå framgångsrika projekt. Det visade sig också att det inte enbart var projektdeltagarnas tekniska bakgrund som spelade in utan även annan kompetens hos individerna. I de fall då det inte uppfattats som att någon utvärdering var gjord ansåg flera individer att det hade varit bra om det hade genomförts. Projektdeltagarnas kompetens och utvärdering av projektets genomförande var därför, tillsammans med externa leverantörer och användarnas stöd, faktorer som valdes att kompletteras i den vidareutvecklade modellen. Projektgruppen engagemang tas redan upp i Belassi och Tukels (1996) teori, men det framhävs i undersökningen att engagemanget bör vara objektivt. / There is research from several different perspectives that have studied the critical success factors regarding to project work. The problem is that there is not a specific project transact to achieve success in projects. Belassi and Tukel (1996) has developed a theory that can be used to analyze the implementation of projects. The theory needs to evolve over time and change in order to adapt to specific types of projects such as internal IT projects that this study addresses. In this study a case study carried out in two organizations where each one of them consist one internal IT project that is considered successful and one that is considered a failure. Based on Belassi and Tukels (1996) theory Critical success/failure factors into projects, qualitative interviews were conducted in order to determine which success factors that are critical to the success and failure of internal IT projects. Furthermore, the aim is also to see if there are other critical success factors that can develop the theory. The collected empirical data was analyzed by categorization and the results of this study show which the critical success factors is in the internal IT projects. A new model was created and developed with critical success and failure factors that did not exist in the previously mentioned theory but which turned out to have an impact on the project results. The study showed that leadership and communication were key factors in achieving successful projects. It also turned out that not only was the project participants' technical backround important to project success but also other skills of the individuals. In cases where it is not perceived as an evaluation was made most of the informants said that it would have been good if it had been done. Project participants' skills and evaluation of the realization of the project was therefore, together with external suppliers and user support, factors that were chosen to be supplemented in the refined model. The project team commitment are already addressed in Belassi and Tukels (1996) theory, but it is emphasized in the survey that the commitment should be objective.

Esta dissertação tem como objetivo pesquisar a importância de parâmetros de sucesso no processo de gerenciamento do desenvolvimento de veículos comerciais em empresas estabelecidas no Brasil, quarto maior mercado mundial. O referencial teórico tem como base os cinco critérios de avaliação de resultados de projetos descritos no Modelo Diamante de Shenhar e Dvir e os dez fatores críticos de sucesso (FCS) que formam o Modelo de Processo de Implantação de Projetos (PIP) de Pinto e Slevin. Para isto, foi feito um estudo de caso em uma grande montadora tradicional, por meio de um questionário dirigido a participantes de gerenciamento de projetos de produtos. A pesquisa revelou resultados interessantes tais como: (i) o perfil do participante de projetos de veículos comerciais, principalmente engenheiros com grande experiência profissional; (ii) as características principais dos produtos desenvolvidos, como inovação, tecnologia, complexidade e prazo restrito; (iii) a comparação de priorização dos critérios de sucesso segundo as opiniões dos entrevistados e segundo o que pensam ser o que sua empresa adota e (iv) a priorização dos FCS segundo suas próprias opiniões. Nestes dois últimos resultados, obtiveram-se achados que, por um lado, confirmam o referencial teórico e, por outro lado, mostram algumas diferenças como (i) o paradoxo de alguns altos executivos considerarem que a empresa adota critérios diferentes da sua própria priorização e (ii) a relação de importância dos FCS com o perfi do entrevistado e suas principais necessidades próprias para o desenvolvimento de projetos. Por fim, esta pesquisa traz colaborações para a academia, para as empresas e para a sociedade por meio da proposta do Mestrado Profissional em Empreendedorismo da Faculdade de Economia, Administração e Contabilidade da Universidade de São Paulo (FEA-USP), que busca temas de pesquisa baseado no universo profissional, embasa os conceitos teóricos com a metodologia acadêmica e aplica a pesquisa novamente no campo profissional. Isto aproxima a Universidade ao mundo empresarial e colabora com uma melhora sustentável de produtividade da sociedade brasileira / This dissertation aims to research the importance of success parameters in the management process of commercial vehicles\' development in companies established in Brazil, world\'s fourth largest market. The theoretical framework was based on five criteria of project evaluation results, described in the Diamond Model designed by Shenhar and Dvir, and in ten critical success factors (CSF) that integrate the Projects Implementation Process (PIP) modeled by Pinto and Slevin. For this purpose, a case study in a large traditional automaker was done through a questionnaire addressed to participants of product management projects. This research showed interesting results such as: (i) the profile of commercial vehicles projects\' participants, which are mainly engineers with large professional experience; (ii) the developed products main characteristics, as innovation, technology, complexity and limited term; (iii) the comparison of success criteria prioritization according to the their own opinions and what they think their company adopts and (iv) the prioritization of CSF according to their own opinions. In the latter two results, research has gathered interesting findings that, on one hand, confirm the theoretical framework and, on the other hand, show some differences as (i) the paradox of some senior executives who consider that the company adopts different criteria than their own prioritization and (ii) the importance of CSF relationship with the respondents\' profiles and their own main needs for development projects. Finally, this research brings contributions to academy, to business and to society through the proposal of the Professional Master\'s Degree in Entrepreneurship of the School of Economics, Business and Accounting of the University of São Paulo (FEA-USP), which seeks to research themes based on the professional world, underlies theoretical concepts with academic methodology and applies research findings again into the professional field. This brings the University closer to the business world and collaborates with a sustainable improvement of Brazilian society\'s productivity.