Submitted by Tatiana Lima (tatianasl@ufba.br) on 2015-03-19T20:47:10Z No. of bitstreams: 1 Dissertação_formatada_REV3.pdf: 1870451 bytes, checksum: b5f612352a81ff6b4c75047bf0020db9 (MD5) / Approved for entry into archive by Tatiana Lima (tatianasl@ufba.br) on 2015-03-20T19:27:24Z (GMT) No. of bitstreams: 1 Dissertação_formatada_REV3.pdf: 1870451 bytes, checksum: b5f612352a81ff6b4c75047bf0020db9 (MD5) / Made available in DSpace on 2015-03-20T19:27:24Z (GMT). No. of bitstreams: 1 Dissertação_formatada_REV3.pdf: 1870451 bytes, checksum: b5f612352a81ff6b4c75047bf0020db9 (MD5) / A importância do setor de serviços vem estimulando as empresas para prestarem maior atenção na qualidade dos serviços oferecidos aos seus clientes. As empresas também descobriram a importância de uma boa organização interna, de manter funcionários comprometidos e motivados para que os esforços sejam combinados com eficiência, para refletir no atendimento externo. A atenção dos diversos setores da empresa com a qualidade do serviço prestado internamente reflete na qualidade do oferecido ao consumidor final, o que reforça a importância em avaliar a qualidade dos serviços prestados por cada setor. Nesse sentido, o desafio das empresas atualmente é gerenciar os serviços internos, de forma que se garanta a qualidade nas relações intersetoriais e que todos os setores estejam alinhados em prestar serviços de qualidade aos clientes finais da empresa. A BR Distribuidora é uma empresa que atua no mercado de distribuição de derivados de petróleo e possui como clientes externos os postos de serviços de bandeira BR. A concorrência nesse setor é caracterizada pela busca da excelência em serviços de transporte, abastecimento, conveniências e outros serviços de suporte aos clientes externos. A BR possui, entre suas diversas gerências internas, a Engenharia, que é responsável em atender as demandas de seus clientes internos, representados principalmente pelas áreas comerciais. Esta pesquisa teve por objetivo avaliar os serviços prestados por uma das gerências regionais de Engenharia da BR, com base nas expectativas e percepções dos clientes internos, identificando o nível da qualidade percebida por eles e os atributos desta que interferiram em sua percepção. O pesquisador adotou como referência o Modelo Conceitual da Qualidade em Serviços, desenvolvido por Parasuramam, Zeithaml e Berry (1990), e a escala Servqual, fruto deste trabalho, para avaliar a qualidade percebida pelos clientes internos. A pesquisa também identificou a importância relativa das dimensões da qualidade de serviços para o cliente interno e a percepção da Engenharia sobre a opinião de seus clientes. Os resultados alcançados identificaram desafios e necessidades de melhoria para o setor de Engenharia (GEAC3), enquanto gerência que atua no atendimento às necessidades de seus clientes internos. A qualidade percebida pelo cliente interno da Engenharia não foi suficiente; verificou-se uma grande insatisfação com a dimensão confiabilidade, que é o coração para alcançar a excelência em serviços. The service sector has realized the importance of the quality of offered services and has been encouraging companies to pay more attention to the needs of their customers. Companies have also discovered the importance of good internal organization, and to engage and motivate their employees. This in turn improves efficiency and has a positive effect on client relations. Companies from different sectors have given their attention to internal quality and noted the correlation between internal quality and how it reflects on the level of quality of service to the consumer. This reinforces the importance of assessing the quality of service by each sector. Consequently, the current challenge for companies is to manage their internal service in order to guarantee the delivery of quality service and services among inter-sectorial relations. In this way, all sectors are aligned to provide quality services to their customers. BR Distribuidora is a company engaged in the distribution of petroleum products. The company’s clients identify their service stations as the ones flying the BR flag. Competition in this sector is characterized by the pursuit of excellence in transportation, supply, convenience stores, and other support services that cater to external clients. Among its various internal managerial structures is its engineering division. Engineering is responsible for meeting the demands of their internal customers; primarily those in commercial areas. The aim of this research was to evaluate the services provided by one of BR’s regional engineering groups. It focused on customers’ expectations, perceptions, and level of quality perceived by these customers. Any attributes that interfered with their perceptions were also taken into account. The reference adopted for this research was The Conceptual Model of Service Quality, developed by Parasuramam, Zeithaml and Berry (1990) and the SERVQUAL scale to evaluate the quality perceived by internal customers. This survey also identified the relative importance of dimensions of the quality of service for the internal customer and the perception of their customers’ opinions by members of the engineering groups. The results of this research revealed challenges and areas of the Engineering sector (GEAC3) that needed improvement. This is the level of management that is responsible for serving the internal customers’ needs. Engineering’s internal customers did not consider the quality of service satisfactory. Reliability, which is fundamental to service excellence, was the area of most concern.

The Improvement Strategy of Kaohsiung Mayor¡¦s Mailbox via Internal Customer Orientation Abstract Under the circumstances of increasing citizen demands and active participation in civil affairs, to improve citizen satisfaction and service quality is the most important things for the government. Actually, whatever the convenient public services or policy vision, these policies products will have great effects on the real life of the public through government employees¡¦ services. In the process of policy output, government employees¡¦ attitude toward the policy will affect the policy performace, and then, leads to citizen satisfation and loyalty. To let the external customer feel satisfied must gratify the internal customer¡¦s desire first. That is to say, to offer good internal service quality to government employees will generate high loyalty to organization, and naturally, the internal customer will give the excellent service quality to external customer. Mayor¡¦s electronic mailbox is the visualization of ¡§the Electronic Government¡¨ or ¡§the Virtual Government¡¨. In addition to providing policy information, governmental service on line, and enhancing citizen participation in public affairs by network technology, it became the vital policy instrument to implement government commitments, and supplied the grievance solving, information sharing, and policy problems construction. This research will discuss the function of customer orientation and it¡¦s effectiveness to inside customer. It began with the present utilization of Mayor¡¦s mailbox, literature review, in-depth interview, questionnaire, and confirm the positive linkage among internal customer orientation, system management mechanism, e-service quality, and internal customer satisfaction. Data were analysed using exploratory and confirmatory factor analysis and structural equation model to test variables and constructs. Finally, this research will put forward a series of proposals, including a short, middle, and long-term improvement strategy for the reference of Kaohsiung city government.

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase. The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice. The biggest challenge for future leaders will be to manage and lead continuous change. By creating opportunities for employees so that the customer experience should not be adversely affected during the introduction of the ever ongoing change. / Syftet med det här examensarbetet är att utveckla och praktiskt utvärdera ett nytt arbetssätt för införande av förändrade interna och externa processer i en kundfront, men med ambitionen att bibehållen eller högre kundupplevd kvalité under införandet. En arbetsmodell är utvecklad och är använd i en kvalitativ undersökning i form av att en fallstudie. Studien har genomförts i en kundfront, på en kundtjänstgrupp på Telias mobila kundtjänst i Sverige. I dag finns det lite forskning som har studerat själva införandefasen. Resultatet av studien visar att den utformade arbetsmodellen fungerar tillfredställande, men att den kan utvecklas mer. Medarbetarna är nöjda och försäljningen fick en positiv skjuts, men kundupplevelsen minskade lite. Framgångsfaktorer för ett lyckat förändringsarbete är enligt medarbetarna ledarens agerande, trygghet i gruppen, framförhållning, allas olika förutsättningar och önskan om det individuella valet. Den största utmaningen för framtidens ledare torde bli att hantera och leda ständiga förändringar. En ledare behöver skapa förutsättningar för medarbetarna så att kundens upplevelse inte påverkas negativt under införandet av de ständigt pågående förändringarna.

Globalization creates for companies’ new opportunities for business development, as well as new challenges. One of the most prevailing challenges is the ability to create new products and services in accordance to diverse customer needs and requirements, as well as implementation of new technologies in future lines of products. Therefore, companies realize the importance of the Marketing and Sales (M&S) and Product Development (PD) departments. The interface between those two departments plays a decisive role in realization of customer needs and requirements, and application of the right technologies in new products. The speed and accuracy with which the information between the M&S and PD department is exchanged directly influences success of one’s products on the market. Consequently, companies strive to achieve greater level of cross-functional integration within the interface, by overcoming barriers to integration, and improving the quality of internal services by utilizing computer based Information Systems (IS). The role of IS in supporting cross-functional work environment is growing, thus companies of all size make investment in IS. Nonetheless, these investments very often fail or not bear expect results, due to lack of alignment of the investment with the business. This thesis documents a diagnosis undertaken for the Case Company. In recent years the Case Company experienced rapid international expansions and fast growth, which in turn exposed a whole new range of problems. The existing work routines turned out to be inadequate to maintain international expansion and growth. A great deal of these problems was enrooted directly in the interface between the M&S and PD departments. Therefore, the company realized a need to isolate and eliminate them, and further foster the cross-functional integration and information flows within the interface by implementation of a computer based Information System. The purpose of this thesis is to enhance the understanding of the integration and communication process within the M&S and PD departments at the Case Company. In order to fulfil the purpose the Enterprise Knowledge Development modelling technique was employed. This allowed tracing the problems to their roots, by mapping business processes, goals, rules, actors, as well as clarification of concepts. As a result an objective snapshot of the current cross-functional integration between the M&S and PD departments was created. Further, this snapshot was compared against a great body of literature in the field of Product Development and Management and Process Management. The comparison made it possible to indicate areas for potential future improvements. The proposed change needs aimed at enhancing the internal customer satisfaction. Last but not the least in deep analysis of the current cross-functional relations within the interface made it feasible to suggest (with literature assistance) initial vital functions of a computer based Information System to enhance the integration and information flows within the studied interface at the Case Company. The proposed functionality corresponds to the current, as well as anticipated needs of the interface that has been derived based on requirements of the actors to fulfil goals and satisfy organizational processes.

Syftet med denna uppsats är att hitta en innovativ definition av begreppet interna kunder samt föreslå en implementeringsstrategi för en av den svenska matvarugrossisten ICAs lagerenheter. Vi har nått våra slutsatser genom kreativa studiebesök, interaktiva intervjuer, en innovativ workshop och litteraturstudier. Vi har utgått från leanfilosofin och teorier om kulturer, förtroende och kommunikation i organisationer. Inom samtliga områden har vi stött på kopplingar till inre och yttre effektivitet. Under intervjuerna upptäckte vi att ICA står inför vissa utmaningar när det gäller de anställdas förtroende, kommunikation och individualistiska tankesätt. Vi har därför försökt integrera dessa problem i vårt koncept Team Logistik inom vilket vi refererar till interna kunder och leverantörer som Centrar och Backar, med inspirationen från ishockeyrinken. Vi rekommenderar att ICA använder positiva incitament i sin implementering för att bygga upp förtroendet och kicka igång dialogen mellan avdelningarna i logistikkedjan. Målet med konceptet är att höja den inre och yttre effektiviteten. / This paper aims to come up with an innovative definition of the internal customer construct as well as an implementation strategy for a logistics unit of the Swedish grocery wholesaler ICA. We have reached our conclusions through creative study visits, interactive interviews, an innovative workshop, and by reading up on research. We have focused on lean management and theories about organizational culture, trust and communication and found connections to efficiency and effectiveness in all fields. During our interviews we discovered that ICA was facing some challenges concerning trust, communication and an individualistic mindset among the workers. We therefore tried to incorporate these problems into our concept Team Logistics in which the internal customers and suppliers are referred to as Centers and Backs, all in line with our ice hockey approach. As for the implementation strategy we recommend ICA to use positive incentives to build trust and boost the dialogue between in-chain departments. The goal is for the concept to increase efficiency and effectiveness.

Service industry or service economy is now taking a big part of the whole economy. Service sector is still a fast growing market over the world, especially in the developing countries. The adoption of Total Quality Management (TQM), which focuses on customer satisfaction, was widely accepted by most service organization. However, very few organizations and researchers have paid attention to employees’ satisfaction. Especially in some developing countries, like China, government owned companies are the monopolists in the domestic market. Employee’s satisfaction is mostly not an element of business strategy. In recent years, some service organizations found that employees’ satisfaction has significant influences on customers’ satisfaction. Satisfying employees by providing internal quality services is now becoming apart of company’s strategy. Service organizations realized that they should treat their employees as internal customers and delivery quality services to them as to external customers. The purpose of this study is to introduce and illustrate the concept of internal service as well as internal customer, to help service organizations to implement an internal customer-oriented management philosophy and to establish an internal quality management system from a theoretical perspective. As Chinese market is more and more open, the competition in service sector, e.g. bank, insurance and hotel, will be extremely strong without a doubt. So, this study can also used by service organizations to gain competitive advantages by building and redesigning service production processes.

<p>Globalization creates for companies’ new opportunities for business development, as well as new challenges. One of the most prevailing challenges is the ability to create new products and services in accordance to diverse customer needs and requirements, as well as implementation of new technologies in future lines of products. Therefore, companies realize the importance of the Marketing and Sales (M&S) and Product Development (PD) departments. The interface between those two departments plays a decisive role in realization of customer needs and requirements, and application of the right technologies in new products. The speed and accuracy with which the information between the M&S and PD department is exchanged directly influences success of one’s products on the market. Consequently, companies strive to achieve greater level of cross-functional integration within the interface, by overcoming barriers to integration, and improving the quality of internal services by utilizing computer based Information Systems (IS). The role of IS in supporting cross-functional work environment is growing, thus companies of all size make investment in IS. Nonetheless, these investments very often fail or not bear expect results, due to lack of alignment of the investment with the business.</p><p>This thesis documents a diagnosis undertaken for the Case Company. In recent years the Case Company experienced rapid international expansions and fast growth, which in turn exposed a whole new range of problems. The existing work routines turned out to be inadequate to maintain international expansion and growth. A great deal of these problems was enrooted directly in the interface between the M&S and PD departments. Therefore, the company realized a need to isolate and eliminate them, and further foster the cross-functional integration and information flows within the interface by implementation of a computer based Information System.</p><p>The purpose of this thesis is to enhance the understanding of the integration and communication process within the M&S and PD departments at the Case Company. In order to fulfil the purpose the Enterprise Knowledge Development modelling technique was employed. This allowed tracing the problems to their roots, by mapping business processes, goals, rules, actors, as well as clarification of concepts. As a result an objective snapshot of the current cross-functional integration between the M&S and PD departments was created. Further, this snapshot was compared against a great body of literature in the field of Product Development and Management and Process Management. The comparison made it possible to indicate areas for potential future improvements. The proposed change needs aimed at enhancing the internal customer satisfaction. Last but not the least in deep analysis of the current cross-functional relations within the interface made it feasible to suggest (with literature assistance) initial vital functions of a computer based Information System to enhance the integration and information flows within the studied interface at the Case Company. The proposed functionality corresponds to the current, as well as anticipated needs of the interface that has been derived based on requirements of the actors to fulfil goals and satisfy organizational processes.</p>

Digital teknik erbjuder nya sätt för hälso- och sjukvården att träffa och behandla patienter.Tekniken kan medföra att vården blir mer effektiv och möjliggöra att fler patienter får vård.Forskning menar att den mänskliga aspekten av en digitalisering har fått mindre uppmärksamhetän de tekniska frågorna vid införandet av nya digitaliserade arbetssätt. Syftet med denna uppsats ärdärför att undersöka hur medarbetaren upplever en digitaliserad arbetsprocess inom primärvården.Denna kvalitativa studie utfördes genom semistrukturerade intervjuer med sex informanter inomen privat primärvårdskoncern i Västernorrland. Primärvårdskoncernen är i början på sindigitaliseringsresa och vid intervjutillfället hade endast ett fåtal av alla anställda provat på hur det äratt arbeta digitalt. Det insamlade materialet har tydliggjorts genom en innehållsanalys med fokus påtre av hörnstenarna i hörnstensmodellen; kvalité (ständiga förbättringar), delaktighet och kunden icentrum.Av studien framkommer att informanterna upplever att ett digitaliserat arbetssätt kan getidsbesparingar genom effektivare bedömningar vid patientkontakter. I nuläget upplevs dock inteden nya tekniken som helt tillförlitlig och behöver förbättras för att fungera såsom tänkt. I dendigitala arbetsprocessen anser informanterna att det kan komma att ske en förändring iprofessionernas yrkesroller och arbetsuppgifter. De intervjuade menar också att det är av stor viktmed förtroende för varandra, tydliga roller och att alla är väl införstådda vad den digitalaarbetsprocessen innebär. / Digital technology offers new ways to meet patients, which is more relevant than ever during thecurrent pandemic. The digitalisation is mainly intended to make healthcare more efficient in orderto treat more patients. Previous research suggests that the human aspect of digitalisation hasreceived less attention than technical issues. The new technology brings new ways for thehealthcare profession to carry out its work. The purpose of this study is to investigate how theemployee experience a digitized work process in a primary care setting.This qualitative study was conducted through semi-structured interviews with six informantswithin a private primary care group in Västernorrland. The Primary care organisation is at thebeginning of their digitization journey and when interviewed, only a few employees had tried howit is like to work digitally. The collected material has been clarified through a content analysisfocusing on the content of three of the cornerstones in the cornerstone model; quality (continuousimprovement), participation and the customer value.The study reveals that the informants feel that a digitized way of working can provide time savingsthrough more effective assessments. At present, however, the new technology is not perceived ascompletely reliable and needs to be improved to function as intended. In the digital work process,the informants believe that the nurse will probably play a more central role. The interviewees alsobelieve that trust in each other, clear roles and that everyone is well informed about what the digitalwork process sustains, is of great importance.

Hoy en día el empresariado pone énfasis en el manejo de las herramientas tecnológicas para poder lograr sus objetivos estratégicos y ser competitivas en el mercado. En este contexto, se hace imperante considerar la inserción de las TICs en los procesos organizacionales pues sabemos las ventajas competitivas que esto supone, sin embargo, es importante considerar que en la implementación de un sistema de información intervienen muchos factores, siendo uno de los principales el factor humano. Es así como en esta investigación se pretende analizar el impacto de las TICs en la satisfacción del cliente interno (colaborador) y el cliente externo en un rubro específico como son las empresas que brindan servicios dentales en nuestro país, pues este sector de salud en el Perú ha ido en franco crecimiento especialmente los servicios médicos especializados que crecieron hasta un 20% al 2018 (MINSA, 2018). La técnica que se utilizó fue la encuesta, tipo Likert, y el diseño de investigación es descriptivo, correlacional causal, con un enfoque cuantitativo. La población estuvo compuesta por 125 colaboradores de una clínica dental y 300 clientes en las clínicas dentales las cuales fueron elegidas de manera aleatoria siguiendo criterios de inclusión específicos. Finalmente se concluye que las TIC tienen un impacto significativo en la satisfacción del cliente interno y externo en las empresas dentales en Lima Metropolitana y el Callao. La correlación de Spearman 0.696, tiene signo positivo, por lo tanto, se puede afirmar que la relación es directa; es decir, a mayor puntaje de TIC, mayor es el puntaje de satisfacción. / Nowadays, entrepreneurship emphasizes the use of technological tools to achieve their strategic objectives and be competitive in the market. In this context, it is imperative to consider the insertion of ICTs in organizational processes because we know the competitive advantages that this implies, however, it is important to consider that in the implementation of an information system many factors intervene, being one of the main the human factor. This is how this research aims to analyze the impact of ICTs on the satisfaction of the internal client (collaborator) and the external client in a specific area such as the companies that provide dental services in our country, as this health sector in the Peru has been growing rapidly, especially specialized medical services that grew by 20% to 2018 (MINSA, 2018). The technique that was used was the survey, Likert type, and the research design is descriptive, causal correlational, with a quantitative approach. The population consisted of 125 collaborators of a dental clinic and 300 clients in the dental clinics, which were chosen randomly according to specific inclusion criteria. Finally, it is concluded that ICT have a significant impact on internal and external client satisfaction in dental companies in Metropolitan Lima and Callao. The correlation of Spearman 0.696 has a positive sign, therefore, it can be affirmed that the relationship is direct; that is, the higher the ICT score, the higher the satisfaction score. / Tesis

Šis diplominis magistro darbas skirtas ištirti vidinio marketingo poreikį, nustatyti jo įgyvendinimo galimybes bei įvertinti galimą reikšmingumą darbuotojų pasitenkinimui, gydymo kokybei ir visos organizacijos tikslams Kauno medicinos universiteto klinikų Centriniame reanimacijos skyriuje – ribinėje ligoninės vietoje, kur dažniausiai kyla pacientų gyvybės ar mirties klausimas. Pirmojoje darbo dalyje aptariamas teorinis vidinio marketingo aspektas, supažindinama su vidinio marketingo kompleksu. Remiantis moksline literatūra bei paslaugų rinkos specifika, aprašomi vidinio marketingo poreikio nustatymo metodai, strateginė reikšmė, bei galimi rezultatai paslaugas teikiančioms organizacijoms. Antroje dalyje pagal vidinio marketingo komplekso logiką aprašomas minėto skyriaus dabartinės situacijos tyrimas, identifikuojamas vidinio marketingo poreikis ir taisytini momentai. Trečioji darbo dalis skirta aprašyti minėto skyriaus reikmes ir charakteristikas atitinkančio vidinio marketingo kompleksą. Darbo pabaigoje pateikiamos išvados, literatūros sąrašas ir priedai. / This diploma paper is dedicated for the study of the need, possibilities of adoption and potential meaning of internal marketing and its impact on job satisfaction of the employees, quality of the healing and organizational goals in the Intensive care unit of Hospital of Kaunas University of medicine – ultimate place in the hospital where it becomes clear whether patients live or dye. In the first part of this diploma paper the main theoretic aspects of the internal marketing and its complex, which is the leading root of the work, are discussed. The second part is dedicated to analysis of the present situation of the unit according to internal marketing complex. Suggestions how to adopt internal marketing and to improve the present situation are given in the third part of this paper. In the end conclusions, the list of used material and appendixes are presented.