Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção. / Made available in DSpace on 2012-10-22T06:14:23Z (GMT). No. of bitstreams: 1 234747.pdf: 1584164 bytes, checksum: ff924874d07328b5a39226d411c0134a (MD5) / O presente trabalho propõe apresentar a aplicação de um Sistema para o processamento dos pedidos por Reembolso Postal, viabilizando todo o processamento no que tange a redução de custos e um maior acompanhamento dos pedidos desde a sua digitação (entrada no sistema) até o recebimento no cliente final. São descritos os principais conceitos relacionados com o assunto, mais especificamente, a abordagem do trabalho se dá demonstrando as necessidades relacionadas com sistemas de informação e à metodologia baseada em conceitos de Data Warehouse. O assunto principal se refere à apresentação da definição de um modelo de sistema de informação que permite a avaliação de desempenho para uma empresa que atua na venda de seus Produtos através do Reembolso Postal. Seus Produtos são do em especial da área têxtil, produzidos pela própria Empresa, bem como produtos adquiridos de Terceiros. São apresentados ao cliente na forma de Catálogo. O diferencial deste modelo consiste em ter como base a utilização dos conceitos de Data Warehouse, para o levantamento das informações necessárias para a tomada de decisões na Logística do negócio, visando assim, um aumento significativo neste mercado, a partir da redução de custos e tempo de entrega da mercadoria, melhorando o atendimento ao cliente. A implementação do modelo proposto de sistema de informação gerencial possibilitará uma melhor compreensão e uma utilização otimizada dos índices e suas relações com os objetivos e estratégias das Empresas do setor de Reembolso Postal, pois possibilitará o processamento de informações para uma administração estratégica. This research intends to present the application of a System for the processing of the requests by Mail order, making possible the whole process related to the reduction of costs and a larger attendance of these requests from the entrance of data in the system until the reception at the final customer. The main concepts related with the subject are described, more specifically. The approach of this research demonstrates the needs related with systems of information and the methodology, based on concepts of Data Warehouse. The main subject refers to the presentation that defines a system of information model that allows the performance evaluation for a company that acts in the sale of their products through the Mail order. Their Products are of the textile area, produced by the own Company, as well as acquired products of other companies. They are introduced to the customer by a catalog. The differential of this model consists of having as base the use of Data Warehouse concepts, for the rising of the necessary information for the socket of decisions in the Logistics of the business, seeking a significant increase in this market, starting from the reduction of costs and time of the merchandise delivery, improving the service to the customer. The proposed model of management system information implementation will make possible a better understanding and an optimized use of the indexes and their relationships with the objectives and strategies of the Mail order Companies, because it will make possible the processing of information for a strategic administration.

Dissertação (mestrado)—Universidade de Brasília, Faculdade de Economia, Administração, Contabilidade e Ciência da Informação e Documentação, Programa de Pós-Graduação em Administração, 2010. / Submitted by Miguel Ângelo Bueno Portela (miguelportela@bce.unb.br) on 2011-09-15T15:15:11Z No. of bitstreams: 1 2011_BarbaraWanderleyScrignoli.pdf: 854642 bytes, checksum: d1b6d30fd8cb0b178437ee58859aea1c (MD5) / Approved for entry into archive by Jaqueline Ferreira de Souza(jaquefs.braz@gmail.com) on 2011-09-15T15:21:22Z (GMT) No. of bitstreams: 1 2011_BarbaraWanderleyScrignoli.pdf: 854642 bytes, checksum: d1b6d30fd8cb0b178437ee58859aea1c (MD5) / Made available in DSpace on 2011-09-15T15:21:22Z (GMT). No. of bitstreams: 1 2011_BarbaraWanderleyScrignoli.pdf: 854642 bytes, checksum: d1b6d30fd8cb0b178437ee58859aea1c (MD5) / A inovação nos serviços públicos tem sido preocupação crescente de estudos acadêmicos, na medida em que se discutem quais os esforços necessários para incentivar a capacidade inovativa do setor público como forma de impulsionar sua melhoria e modernização. Como as inovações são importantes para o setor público, desvendar questões referentes aos fatores determinantes para o desenvolvimento de inovações nesse âmbito se faz necessário. Entre os diversos serviços prestados pelo governo, os serviços postais se destacam, pois possibilitam meios de comunicação entre as diversas regiões desse país, contribuindo para a integração nacional. A partir desse contexto, o objetivo geral do estudo foi analisar os fatores que justificaram o desenvolvimento de inovações nos serviços postais brasileiros. Para se atingir tal objetivo, três casos de inovação em serviços públicos postais prestados por uma empresa pública federal foram analisados. O quadro teórico se pautou em conceitos relativos a inovação em serviços em geral, inovação em serviços públicos e determinantes da inovação. Os documentos estudados possibilitaram a identificação das características principais dos serviços analisados, em especial no que se refere a aspectos do processo de desenvolvimento das inovações. As entrevistas possibilitaram a identificação mais detalhada dos fatores que justificaram a criação das inovações, e das características dos serviços resultantes desse processo. De modo geral, os resultados obtidos nesta pesquisa apontam para as seguintes conclusões. Primeiro, o desenvolvimento de inovações no setor público postal pode ser determinado e caracterizado por fatores mercadológicos, industriais, domésticos e cívicos. Segundo, ficou evidente que os fatores industriais e de mercado foram relevantes na determinação das inovações, assim como na caracterização dos serviços, demonstrando a capacidade da empresa pública de enfrentar a concorrência de mercado. Por fim, concluiu-se que a empresa desenvolveu tanto uma inovação radical, mostrando sua capacidade de criar um serviço totalmente novo, quanto inovações de melhoria, evidenciando sua capacidade de se modernizar e se adaptar às crescentes exigências dos consumidores. ________________________________________________________________________________________ ABSTRACT / Innovation in public services has been growing concern in academic studies, insofar as they discuss what efforts are needed to stimulate the innovative capacity of the public sector as a way to boost its improvement and modernization. As innovations are important for the public sector, issues relating to determinant factors for the development of innovations in this area are necessary. Among the various government services, postal services highlight as possible means of communications between the various regions of the country, contributing to national integration pair. From this context, the general objective of the study was to analyze the factors that justified the development of innovations in postal services in Brazil. To attain this goal, three cases of innovation in public postal services rendered by a federal public company have been analyzed. The theoretical framework was guided by concepts relating to innovation in services in general, innovation in public services and determinants of innovation. The documents studied possible to identify the main features of the services analyzed, in particular as regards aspects of the development process of innovations. The interviews allowed for more accurate identification of the factors that justified the creation of innovations, and service features resulting from this process. Overall, the results obtained in this study point to the following conclusions. First, the development of innovations in the public postal sector can be determined and characterized by market, industrial, domestic and civic factors. Second, it was evident that industrial and market factors were relevant in determining the innovation as well as the characterization of services, demonstrating the ability of the public company to face market competition. Finally, it was concluded that the company has developed both a radical innovation, showing its ability to create a totally new service, and improvement innovations, demonstrating its ability to modernize and adapt to increasing consumer demands.

Made available in DSpace on 2014-06-12T16:32:29Z (GMT). No. of bitstreams: 2 arquivo94_1.pdf: 1767409 bytes, checksum: 3e5bb9cf3b20aafb5bc83b7d4f045816 (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2010 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Este trabalho investiga a difusão de ciência por meio dos selos postais comemorativos brasileiros emitidos no século XX. Guiado por pressupostos teóricometodológicos da Comunicação e da Divulgação Científica e da Linguagem, com ênfase no gênero discursivo, foi possível verificar como os selos postais contribuem e participam do domínio discursivo científico. Também foram explorados os debates sobre a ciência e a tecnologia, seus valores histórico-conceituais e as suas representações. A revisão bibliográfica permitiu compreender, sob um uma visão histórico-social, as características da produção, distribuição e circulação desse artefato, além da determinação de seus elementos constitutivos. Na investigação, foram identificados 2354 selos postais comemorativos nos Catálogos RHM e Scott, emitidos pelo Estado brasileiro entre 1900 e 2000. Desse universo, 104 selos formaram o corpus ampliado, a partir de uma proposta de categorização dos seus elementos verbo-visuais. Por fim, quatro selos constituíram o corpus restrito, sobre os quais foi feita uma leitura crítico-metodológica. A pesquisa possibilitou constatar que o selo postal, assim como outros media, difunde ciência e contribui na construção de uma cultura científica e indicar critérios teóricos e técnicos rumo ao estatuto do selo postal

This dissertation contributes to the literature and current discussions on the European postal markets and the universal service obligations (USO). It consists of three independent chapters.<p><p>In chapter one, we investigate the consumers' preferences for various kinds of postal services. As such, we begin by reviewing the market and regulatory conditions for Europe and for our case study, Belgium. Then using data provided by the incumbent provider, the Belgian post (Bpost), we estimate demand price elasticities. The data comprises customer transactional information on letter mail, direct mail, parcels & express services, press delivery and value added services for the 2008-2009 period. These categories constitute not only the important lines of services that Bpost offers to its clients but also the main segments that constitute the whole Belgian postal market. As such, and using standard methods, we estimate for each service an equation that explains demand by prices, product varieties (i.e. mixes or combinations of volume, weight, priority and destination, inter alia), income, regulation proxies and other socioeconomic variables. The estimated price elasticities for regulated and partially regulated services are around -1.1, whereas for unregulated segments they fluctuate between -2.1 and -2.8. The lowest price elasticity is obtained for direct mail services (-1.0); the highest ones are associated with value added services (-2.1) and registered mail (-3.3). Price elasticities may be influenced by the cyclical effects during the period of analysis. Therefore, elasticities are higher when compared with the empirical evidence obtained for other countries and through the various methodologies applied over the last decades. The fact that technological substitutes, such as expenditures on telephony and internet access for daily and administrative mail services and, radio and television advertising for direct mail services, could not be accounted for (because there were no data available) may however be considered as a major limitation for the scope of our results. <p><p>In the second chapter, we explore theoretically the effects of the USO on unregulated markets. In particular, we are interested in investigating its welfare effects when the provision of services cannot be technologically separated. We present a model in which there is an incumbent who provides two services: a universal service and a non-USO service, the latter opened to competition. This is the case of letter mail and direct (or bulk) mail, services which have quite different purposes and regulatory frameworks (i.e. the former is fully regulated whereas the latter is liberalized under the current European Internal Market framework), but are jointly produce at some stages of the postal value chain. The USO is simplified to two dimensions, affordability and quality, implemented as a price cap and a minimum quality standard (MQS) for the provision of letter mail services. The latter involves the technological aspects that we are interested in. We find that the definition of the USO plays an important role in organizing markets that are open to competition. When it imposes few quality requirements (low MQS), the incumbent is not cost efficient enough to provide the high-quality variant of bulk mail, allowing its competitors to cream-skim the segment. However, because there are cost economies, the firm's participation in the segment yields a higher average quality of mail services at lower prices. When the USO is too comprehensive (high MQS), the incumbent exhibits large cost economies that ensure a dominant position in the provision of bulk mail services. Consumers are worse off as competition induces too much service differentiation in order to make profitable the provision. Relaxing the definition of the USO mitigates the competitive advantage of the USP and so, yields improvements in welfare. In the absence of access costs, firms will find profitable to participate in the bulk mail segment. However, foreclosure happens if the USO induces the incumbent to exhibit significant fixed costs. Therefore, the USP may end up as the sole supplier of bulk mail services if the definition of the USO imposes too many quality requirements (high MQS). In that case, the authority must balance the welfare gains of defining USO with the welfare losses of the consumers of the contested service. <p><p>Finally, in the third chapter we consider the ownership aspect of the provision of universal services as an incentive to introduce competition. One can further segment the provision between services for customers located in high-cost areas and services for customers located in low-cost areas. Additionally, under the current EU legislation, the supply is divided between upstream activities (e.g. collection and sorting) and downstream activities (i.e. delivery). The provision of upstream activities in high-cost areas remains in hands of the incumbent firm or the owner of the downstream (delivery) network. The upstream provision in low-cost areas is open to competition, but a retailer may be vertically integrated/separated or legally unbundled with the downstream firm. Legal unbundling means, in our model, that the downstream firm and one upstream firm located in the low-cost area belong legally to the same entity entitled to all profits, whom does not have full control rights over the firms' decisions. That is to say, upstream activities and the downstream services will be managed separately under the same ownership. In this framework we analyze the firm's boundaries in terms of competition development and welfare. We implement two criteria to answer questions like, does vertical separation promotes competition (entry of firms) while covers a larger demand than vertical integration? Does vertical integration demand less public funds to cover demand? Does legal unbundling is worse than ownership separation to promote competition? The first criterion is the probability of entry (of the potential upstream firm), which we determine for each modes of ownership. The second criterion is the cost of public funds. It is implemented by defining a loss function as the difference between the expected consumer surplus when the downstream firm chooses an access fee that maximizes its profits and the consumer surplus when access is priced at marginal cost. The use of both criteria let us conclude that efficient entry occurs when the downstream firm is vertically separated or legally unbundled of the retailer providing services in the low-cost area. However, it is under legal unbundling that the access charge takes its lowest value. The highest cost of public transfers is obtained when firms are vertically separated, but the lowest one is attained when firms are legally unbundled. Therefore legal unbundling constitutes the preferred organizational form to induce competition and to reduce the cost of public funds. / Doctorat en Sciences économiques et de gestion / info:eu-repo/semantics/nonPublished

M.Tech. (Operations Management) / This study entails and discusses the concepts of quality and performance management in the postal and related services. Quality and Performance Management fundamentally form part of critical strategic objectives and goals every organization set itself to successfully achieve; the practice of quality has been around for a very long time and has become a widespread phenomenon interpreted and implemented differently in the industry while performance management emerged in the 1970’s and grew to be appreciated with time bringing measures to quantify individual and organizational results. This study was aimed at determining the current and past scenarios in the South African Post Office (SAPO) with regards to the organization’s Quality and Performance Management efforts with the view of recommending improvements to be adapted and implemented for strategic business growth. The study was conducted at Capemail and Securemail which are two of other SAPO’s operational divisions that processes and conveys large volumes in clients’ mail and parcels. SAPO is in the process of organizational transformation where a number of projects are being implemented including Change Management, ISO 9001:2008, ISO 14001:2004, Total Operations Management Solutions, Productivity Engineering and others where most of these projects failed to yield the intended value. The techniques deployed for the study involved conducting observations in both Mail Centres, conducting informal interviews and distributing questionnaires for data collection; data was further scrutinized and analyzed with Statkon’s consultancy and statistical techniques were exploited to analyze it into meaningful information. The actual statistical tools used for analysis involved descriptives, factor analysis, normalities, comparisons and correlations; these were suffice to produce reliable and accurate data for the results of the study. The objectives of the study was achieved in that management need to seriously pay attention on factors such as empowering employees, enforcing and emphasizing the culture of good quality practice, adapting advanced project implementation frameworks benchmarking with industry competitors, standardizing processes and activities, encouraging the culture of continuous improvement, provision of support to operational requirements financially and otherwise, upgrading technology, viewing performance management from a holistic perspective and linking it directly with day to day activities of the organization and objectives.

Cette thèse porte sur l'analyse de l'exode julien-dalmate dans une perspective géopolitico-sexuelle. La première partie interroge le tracé de la frontière entre l'Italie et la Yougoslavie après la fin de la Deuxième Guerre mondiale et les deux constructions identitaires nationale et multinationale qui en découlent pendant la période de la guerre froide. Ce travail met ensuite en évidence les diasporas installées dans le contexte européen contemporain, en tant que réalités créatrices de nouveaux espaces politico-intimes d’apprentissage d'autres valeurs de partage non-occidentales qui inspirent des formes communautaires non alignées sur les normes européennes. Dans la deuxième partie nous analysons trois pratiques quotidiennes nées dans la diaspora, basées sur la récupération de matériaux usagés et développées dans une perspective féministe : le collage, la couture et l’envoi postal. Il s’agit de trois pratiques situées à la frontière entre l’activité artisanale, car elles sont en mesure de créer des sources de revenus, et la création artistico-culturelle, car elles sont également capables de communiquer dans une perspective postexotique avec le monde de l'art contemporain en tant qu'archive partielle de l’histoire culturelle occidentale. L’analyse conclut que dans l’espace de la diaspora se retrouvent des outils nécessaires tant aux processus postcoloniaux des sociétés ou des îles d'origine des groupes diasporiques qu’aux processus égalitaires au sein des sociétés occidentales multiculturelles à majorité blanche en tant que lieux d’installation de ces groupes. / This thesis analyses the Julian-Dalmatian exodus from a sexual and geopolitical perspective. The first part examines the border between Italy and Yugoslavia after the end of World War II, and the processes of both national and multinational identity constructions during the period of the Cold War. This work then highlights the diasporas in the contemporary European context, as realities create new political-intimate spaces of learning non-Western values of sharing that inspire different forms of communities not aligned with European norms. In the second part, we analyse three practices of daily life that emerged inside the diaspora communities which are based on the recovery of used materials and had been developed in a feminist perspective: collage, sewing and sending. These three practices are located on the border between craft activity and artistic and cultural creations, as they enable the development of both income sources as well as the communication from a postexotic perspective with the contemporary art world being a partial archive of Western cultural history. This analysis concludes that we can find the necessary tools in the diaspora spaces that are needed for both the postcolonial processes in the diaspora groups’ societies or islands of origin and for the processes for equality inside the multicultural, but predominantly white, Western societies in which these groups are located.

The aim of the diploma thesis is to determine the market value of the company Česká pošta, s.p. as at 31.12.2010 assuming it maintains its obligation to provide existing services. The structure of the thesis has a form of an expert opinion and is divided into five main chapters. It starts with an overview which is followed by the strategic and financial analysis, and analysis and prediction of generators of value. Based on this information the complete financial plan for the years 2011 -2017 has been set up. The value of the company is determined by two methods: DCF Entity and market comparison.

After making a study of the pre-railroad Utah mail service, I have found it appropriate to categorize certain broad elements. This thesis is divided into eight parts, each part following in chronological order except for the one dealing with the Pony Express and the telegraph. Which covers approximately the same period of time as the chapter entitled "Resumption of the Mail." Though there was a most definite overlapping of time for these two historical phases, it would seem that there was adequate justification for making two chapters.The initial chapter in this thesis pertains to the unofficial mail, beginning in 1847. There was certain communication through and within the area of Utah before this, however; but there was no significant purpose to me in making a study of it at this time. My main objective deals with Utah from the beginning of its permanent settlements.The study deals with the following categories: (1) the unofficial mail between 1847 and 1850; (2) the beginning of the official mail in 1850; (3) the mail service during the middle of the 1850's; (4) the transition period between the early mail years and a more reliable service; (5) the resumption of the mail after certain significant difficulties; (6) the Pony Express and telegraph service; (7) the improvement in the transcontinental mail service through Utah as the routes from East to West were consolidated; (8) and finally, the concluding years up to the driving of the last spike of the first transcontinental railroad on May 10, 1869.The chief sources of information were government documents, contemporary newspapers, and miscellaneous materials from the archives of the Historian's Office of the Church of Jesus Christ of Latter-day Saints in Salt Lake City, Utah. Much general and specific information was also obtained from reliable historians, past and present.There are maps, charts, tables, and portraits included in this thesis for added informaiton and interest.

Note:

<p>One tenet of labour process theory is the contention that, when confronted by degraded work, people will resist through militant behaviour or in other ways. However, that "resistance hypothesis" has been tested rarely.</p> <p>Canadian postal workers have manifested some considerable militancy, for instance through legal and wildcat strikes and through frequent recourse to the grievance mechanism. Too, their work has been subjected to technological change often pointed to as a prime example ofjob degradation. But not all aspects of postal work have been subjected to technological change.</p> <p>Thus, postal workers constitute a test ofthe "resistance hypothesis:" if degraded work provokes militancy, then ceteris paribus postal workers involved in automated work will be more militant than those who are not.</p> <p>In this study, a group of postal workers employed in "Cancity" in 1985-6 (N=152) were surveyed regarding their attitudes and experiences. Factor analytic techniques were used to construct a scale of attitudinal militancy, and hierarchical set analysis - summarised using dummy variable path coefficients -- was used to examine the causal links between this outcome and logically prior factors, including job degradation, employment history, and achieved and ascribed statuses including sex.</p> <p>The results indicate that job degradation does have an impact on attitudinal militancy, but that this impact is modest at best, and weakens as other influences are taken into account.</p> / Doctor of Philosophy (PhD)