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<p>Fast changes and external demands have made companies to continuously needing to improve their performance. Banks in particular have come to make a complete changeover to keep up with the competition. They have gone from bureaucratic structures to become more sales oriented.</p><p>This has come to affect the management model banks use, meaning that the tools to control and navigate the company had to be modernized and adapted to measure new activities. Before the structure change, it was usually enough for a bank to use financial measurements only focusing on indicators such as ROI, when measuring performance. Today, banks have realized the value of the company’s employees, they are a crucial factor for reaching success. Therefore the banks have realized that they need to measure the employees performance. By measuring the employees the bank will be able to know how to improve their performance in order to reach greater success. However, measuring the employees performance has backsides, in some cases it has created unwanted behavior.</p><p>My problem definitions goes: How are the Swedish banks motives to reach sales goals, creating a conflict between employees actions towards customer relations and banks results? My purpose is to increase my and banks understanding in how sales goals affect the employees and their actions in a bank. I will increase my and banks understanding by finding what factors with the sales goals foster a certain behavior. I am also interested in finding a way to prevent certain behavior that occurs with sales goals.</p><p>In order to answer my purpose I have conducted seven qualitative un-structured interviews with bank employees. I believe that I can take part of their reality by interpreting their answers. Therefore I argue for a hermeneutic view. The theoretical framework includes theories which I believe are relevant in order to increase my understand about the situation. The theoretical framework will be brought together with the seven interviews and together they will act as a platform for my analysis.</p><p>I have conducted unstructured interviews, consisting of one sales manager and six bank employees. The interviews were conducted in one company, the purpose was to understand the actions in one context. During these interviews I used an interview guide as an aid. I found that employees are affected by the sales goals due to the fact that they have not participated in deciding them. Meaning that the goals are not of much value for them. Furthermore I found that the employees perceive that the bank is neglecting them, which I found was a result of how the manager values the management model. The behavior of the employees is affected by what parts of the management model the manager chooses to communicate.</p>

Fast changes and external demands have made companies to continuously needing to improve their performance. Banks in particular have come to make a complete changeover to keep up with the competition. They have gone from bureaucratic structures to become more sales oriented. This has come to affect the management model banks use, meaning that the tools to control and navigate the company had to be modernized and adapted to measure new activities. Before the structure change, it was usually enough for a bank to use financial measurements only focusing on indicators such as ROI, when measuring performance. Today, banks have realized the value of the company’s employees, they are a crucial factor for reaching success. Therefore the banks have realized that they need to measure the employees performance. By measuring the employees the bank will be able to know how to improve their performance in order to reach greater success. However, measuring the employees performance has backsides, in some cases it has created unwanted behavior. My problem definitions goes: How are the Swedish banks motives to reach sales goals, creating a conflict between employees actions towards customer relations and banks results? My purpose is to increase my and banks understanding in how sales goals affect the employees and their actions in a bank. I will increase my and banks understanding by finding what factors with the sales goals foster a certain behavior. I am also interested in finding a way to prevent certain behavior that occurs with sales goals. In order to answer my purpose I have conducted seven qualitative un-structured interviews with bank employees. I believe that I can take part of their reality by interpreting their answers. Therefore I argue for a hermeneutic view. The theoretical framework includes theories which I believe are relevant in order to increase my understand about the situation. The theoretical framework will be brought together with the seven interviews and together they will act as a platform for my analysis. I have conducted unstructured interviews, consisting of one sales manager and six bank employees. The interviews were conducted in one company, the purpose was to understand the actions in one context. During these interviews I used an interview guide as an aid. I found that employees are affected by the sales goals due to the fact that they have not participated in deciding them. Meaning that the goals are not of much value for them. Furthermore I found that the employees perceive that the bank is neglecting them, which I found was a result of how the manager values the management model. The behavior of the employees is affected by what parts of the management model the manager chooses to communicate.

Lean has become a widespread concept within various industries. It originates from the production system at Toyota and focuses on maximizing customer value and eliminating waste. It has been adopted throughout industries as a consequence of stiffening competition and higher customer demands. From Toyota, the concept spread to other car manufacturers and then further to other manufacturing industries. In recent years, the Lean concept has spread to more intangible settings, initially to service functions within the manufacturing companies and later to pure service oriented industries such as healthcare, banking, and insurance. Most recently, the concept has been adopted in IT businesses as a mean to gain competitive advantage. A lot of research on the Lean concept has been concerned with issues such as implementation and the operational application of the concept. Even though the purpose of the concept is to increase the operational performance and to deliver high customer value, little emphasis has been put on research related to performance measurement in a Lean service setting. While some research regarding modern performance measurement frameworks exists, a weak link is identified between the two research areas (Lean and Performance measurement). This study has focused on the specific IT service setting at Company X and their Lean initiative. The purpose of this study is to complement Company X’s Lean initiative with recommendations related to an area currently not emphasized by Company X, measuring performance improvements due to their Lean efforts. Company X is especially interested in the linkage between operational improvements and the financial outcomes. This study employs a holistic view in order to gain a wide understanding of the organizational context and the business in general. It has been paramount for this study to understand the organizational setting, the theoretical concepts, and the interplay between them. As a mean of fulfilling the purpose, the case study methodology has been employed throughout this study. The research was initially defined by its objectives and delimitations. Interviews, observations, and a content analysis contributed to the overall organizational knowledge which was deemed crucial for the end result. The organizational knowledge together with the understanding of the theoretical concepts and the exploratory benchmark study has been the basis for the analysis and recommendations. The study has rendered in recommendations regarding how measurement activities should be designed and employed in Company X’s Lean setting. This study suggests that a limited focus should be put on general measuring activities in Tieto. More specifically, little focus should be put on attempting to determine a correlation or linkage between the operational improvements and financial outcomes. The study further suggests a separation of the organizational KPIs into steering (operational) KPIs and monitoring (financial) KPIs. This is suggested in order to have operations steer the organizational performance as well as cement the Lean concept within the organization. Overall, a focus should be put on measuring processes rather than financial data.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2015-10-26T11:39:49Z No. of bitstreams: 1 Pedro Flach Junior_.pdf: 776374 bytes, checksum: 6b70326962fb6acab96f4377843ce8e5 (MD5) / Made available in DSpace on 2015-10-26T11:39:49Z (GMT). No. of bitstreams: 1 Pedro Flach Junior_.pdf: 776374 bytes, checksum: 6b70326962fb6acab96f4377843ce8e5 (MD5) Previous issue date: 2015-05-18 / Nenhuma / O complexo ambiente empresarial exige que áreas distintas do conhecimento estejam alinhadas ao foco de um negócio específico. A escola da administração capacita o gestor a definir modelos objetivos capazes de medir o desempenho empresarial. Por sua vez, a escola do direito auxilia o gestor na condução de demandas legais relacionadas às mais diversas áreas do negócio. Esta relação entre métodos objetivos de gestão e elementos subjetivos existentes na condução de um departamento jurídico é um dos desafios que deve ser vivenciado pelos profissionais responsáveis pela sua estruturação e condução. Um dos papéis do gestor jurídico é estruturar e conduzir o departamento, responsável pela condução das demandas legais de um negócio, e o mesmo deve observar os mesmos princípios gerenciais aplicáveis à gestão das demais áreas empresariais, com especial enfoque à sua mensuração de desempenho. Inserido dentro da estrutura de uma empresa cujo desempenho é foco de constante monitoramento, o departamento jurídico também está sujeito ao controle de sua performance, sendo que esta responsabilidade é tarefa do gestor responsável pela sua condução. A criação e uso de indicadores específicos para a mensuração de desempenho do departamento jurídico da empresa na qual está inserido é o desafio que deve ser observado pelo gestor jurídico moderno. O presente estudo busca, através da metodologia do Design Research, elaborar um roteiro direcionador capaz de auxiliar o gestor do departamento jurídico na análise de formas de atuação do departamento, identificação de elementos chave e tarefas essenciais e, por conseguinte, construção de indicadores de desempenho (Key Performance Indicators - KPIs) eficazes, uma vez que estão diretamente relacionados ao negócio e alinhados com à realidade específica de um determinado empreendimento. / The intricate corporate environment requires that distinct areas of knowledge be aligned with the focus of a specific business. The School of Business Administration enables the executive to define objective guidelines for measuring business performance. Differently, the Law School assists the executive with the management of the demands regarding the various divisions of the corporate structure. The relation between objective methods of management and the existing subjective aspects which the administration of a legal department entails, is one of the challenges to be tackled by the professionals controlling its structuring and managing. The role of the legal manager is to structure and control a legal department responsible for conducting the legal demands of a business, and it must take into consideration the same managerial principles applicable to the administration of other business divisions, with a focus on the key performance indicators. Once being inserted into the structure of a company whose performance is entitled to constant monitoring, the legal department is also subject to having the control of its performance, being this the role of the legal manager. The creation and usage of specific indicators for the legal department performance measurement is the challenge that must be observed by the modern legal manager. Using the Design Research methodology, the present study aims to provide a guiding framework to help the legal department executive define the managing strategies for the department, identify the key elements and therefore, formulate effectual Key Performance Indicators - KPIs, since they are directly related to the business and aligned with the specific reality of a determined business.

This diploma thesis describes a simulator of home elevator driven by an EC engine (external combustion engine). The introductory chapter of the thesis deals with the history of elevators. It also contains the description of EC engines, the description of the construction of the simulator and of the mechanical, electrical, and software adjustments carried out as based on the thesis. The main part of the work concentrates on the description of the changes of the drive algorithms, the production of the 3D simulator and the animation in the background of 3D Solid Works. Moreover, it also deals with the experimental performance measurement based on the loading of the stimulator drive.

Satisfactory public transportation (PT) should enable people to reach attractive destinations and desired activities fast, comfortably, safely, and affordably. When PT fails to do so it will have negative effects on the overall accessibility in a society. Evaluating a PT system essentially means measuring to what extent the demand from the users is met, and for such an analysis understanding the concept of accessibility is paramount. Whether an individual will experience a high or a low level of accessibility will likely depend on their personal capabilities, as well as on the surrounding environment. Barriers obstructing an individual from using PT could for example be of physical of phycological nature or come in the shape of public space management disproportionally favoring certain groups of society. Low accessibility can thus be linked to social exclusion, since when a person cannot reach important destinations, their chances to participate in society will be subdued. To measure the accessibility of a PT system, and how a PT system affects the overall accessibility of a destination, it is common practice to use indicators that can represent different categories of social exclusion. This approach was the basis for constructing the performance measurement tool called Bus Stop Ranking Algorithm (BSRA) which was created in the QGIS application Graphical Modeler. BSRA calculates the usefulness of bus stops by counting the number of vulnerable groups, the number of workplaces, and the total population within comfortable walking distance from bus stops, as well as comparing travel times by car and bicycle from residential areas to important locations. The tool was ordered by a private PT company which will use it to make decisions regarding e.g., creating new bus stops, or for relocating, removing, or redesigning existing bus stops or bus routes. The Swedish municipality Lidingö was used as the study area to demonstrate how to use BSRA and how to interpret its output. Using equal weights for all indicators, it was discovered that 9 bus stops in the southern part of Lidingö could be regarded as particularly useful compared to the other 207 bus stops in the municipality. Variables such as the space-temporal component, i.e., changes during the day were not used. Socio economic factors such as segregation were also not highlighted, since all indicators had the same effect on the total scores. Adjusting the weights for some indicators could expose underlying dynamics affecting the total scores for the bus stops and help the PT company make design changes where they will be needed the most.

This thesis concerns methods of research, user's satisfaction and methods and tools for measuring quality and performance in the libraries of the Czech Republic and the Nordic countries, especially the library institutions of Norway, Sweden and Finland. The theoretical part focuses on the basic concepts related to research in general. Furthermore, the thesis clarifies specific tools and methods for measuring the quality and performance in an environment of the Czech and Nordic libraries and it also comments on the research methods of the user's satisfaction in the libraries of the Czech Republic. The practical part is composed of an exploration in the Czech libraries by using different kinds of research methods.