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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
181

L'établissement public, mode de gestion de la politique culturelle de l'Etat / The Public Establishment : Management of the State's Cultural Policy

Moraud, Julien 12 December 2013 (has links)
Le régime de la tutelle sur les établissements publics, et les conditions de la coopération, appréhendées selon les critères classiques du droit administratif, ne permettent qu'une conduite imparfaite de la politique culturelle de l'État. Les établissements publics sont un objet : le ministère de la Culture établit avec ces personnes publiques dotées d'une autonomie des rapports inégaux qui ne peuvent fonder la mise en œuvre d'une politique publique cohérente.Les finances publiques enrichissent cependant le droit public et en modifient les instruments administratifs : la loi organique relative aux lois de finances crée de nouveaux rapports entre l'État et les entités en charge de l'exécution d'un service public. L'opérateur de l'État est le point d'entrée d'une gouvernance inédite et de l'introduction de la performance au sein des établissements publics nationaux. Par ailleurs, de nouvelles structures de coopération se mettent en place, qui enrichissent les critères de l'établissement public.La contractualisation de la performance, dont il convient d'étudier les possibilités de l'étendre aux structures de coopération, est un moyen de faire de l'établissement public un acteur de la gouvernance culturelle : de nouvelles connexions s'établissent, les gestionnaires des structures culturelles doivent rendre des comptes. En retour, la généralisation de cette dynamique de contractualisation serait un moyen pour l'État de mener une réflexion inédite sur la détermination et la conduite de la politique culturelle, à partir de ses modes de gestion. / The mode of supervision of public establishments, together with the cooperation conditions, understood on the basis of the classical criteria of administrative law, only allow for an imperfect conduct of the state's cultural policy. The public establishments are an object: The Ministry of Culture establishes relations with these public entities that are on unequal footing and cannot provide a basis for the implementation of a coherent public policy.However, public finances add to the wealth of public law and modify its administrative instruments : the loi organique relative aux lois de finances (Organic Law on Laws of Finance of August 1, 2001) establishes new relations between the state and the entities responsible for the implementation of a public service. The state operator represents the entrance point of a new governance that introduces the notion of performance within national public establishments. Further, new cooperation structures are being put into place that enrich the criteria of public establishments.The fact that performances are contractually defined – and the extension of this system to cooperation structure should be examined – can turn the public establishment into a player in the field of cultural governance: New connections are established, the managers of cultural structures are made accountable. In return, the wider application of this contracting dynamic would provide the state with a unique opportunity to reflect on how to determine and conduct a cultural policy based on these forms of managements.
182

"Contra et adversus dominum ducem Mediolani" : percorsi, pratiche e protagonisti della diplomazia fiorentina all’alba delle guerre antiviscontee del XV secolo / "Contra et adversus dominum ducem Mediolani" : practices, paths and protagonists of the Florentine diplomacy at the dawn of the anti-Viscontean wars of the 15th century / "Contra et adversus dominum ducem Mediolani" : pratiques, parcours et protagonistes de la diplomatie florentine à l'aube des guerres anti-Visconti du XVe siècle

Piffanelli, Luciano 14 June 2017 (has links)
En s'appuyant sur un corpus de sources d'archives décidément vaste, et sur une ample bibliographie, cette recherche apporte plusieurs éléments novateurs à l'étude des échanges politiques et diplomatiques dans l'Italie du premier Quattrocento. Au fil des trois parties dont cette thèse se compose, l'analyse des sources (du point de vue non seulement des contenus, mais aussi linguistique) a permis quelques éclaircissements sur la guerre entre Florence et Venise contre Philippe Marie Visconti. L'importance de ce travail réside tout d'abord dans la fourchette chronologique prise en compte : les années Vingt du Quattrocento, en effet, sont quasiment absentes dans l'historiographie sur la diplomatie italienne à la Renaissance, un vide qui peut assurément être allégué à une polarisation documentaire conséquente (les sources d'archives se font plus riches à partir de la seconde moitié du siècle).Deuxièmement, le bassin documentaire a compris plus de 60 fonds d'archives, ce qui a donné à la recherche une base solide pour poursuivre l'enquête historique, grâce aussi à l'osmose et au dialogue établis entre les différentes sources.Quant aux résultats, au-delà du plan strictement événementiel, en ce qui concerne les phénomènes et les trajectoires nous avons pu identifier les évolutions politico-territoriales des puissances italiennes durant la première partie du siècle, bien avant, donc, le moment crucial de la 'Lega italica' (1455), qui est d'habitude vue comme le point de départ de toute analyse diplomatique. Il nous a été possible, par exemple, de remonter jusqu'à la source des liens entre Eugène IV et les Médicis ; ou de montrer les raisons et les enjeux de la montée de la Savoie en Italie ; ou, enfin, de mettre en exergue, au sein de la vie politique italienne, l'évolution de la présence pontificale, qui passa de la neutralité à la gestion des alliances diplomatiques. / Based on a large corpus of archival sources, and on an extensive bibliography, this research sheds a light on several innovative elements regarding the study of political and diplomatic exchanges in Italy during the first Quattrocento. Through the three parts of the thesis, the analysis of the sources (from the point of view not only of the contents, but also a linguistic one) has clarified the meanings of the war between Florence and Venice against Philippe Marie Visconti.The importance of this work remains first and foremost in the chronological range analyzed: the 1420s are almost absent in the historiography on Italian diplomacy during the Renaissance, a vacuum that can certainly be alleged at a documentary polarization (archives sources become richer from the second half of the century).Secondly, the documentary basin included more than 60 archive collections, which gave the research a solid basis for continuing the historical inquiry, as well as the dialogue established between the different sources.As for the results, beyond the strictly event-oriented plan, from the phenomenon point of view, we have been able to identify the political-territorial evolution of the Italian powers during the first part of the century, long before the crucial moment of the 'Lega Italica' 1455), which is usually the starting point of any diplomatic analysis.It has been possible for us, for example, to go back to the source of the links between Eugene IV and the Medici; or to show the reasons and the issues of the rise of Savoy in Italy; or, finally, to highlight, within Italian political life, the evolution of the papal presence, which shifted from neutrality to the management of diplomatic alliances.
183

Toward unifying on-board intelligent transportation systems architecture in public transports / Vers l'unification des architectures embarquées de systèmes de transport intelligents appliquée aux transports publics

Sciandra, Vincent 19 December 2013 (has links)
Cette thèse s'inscrit dans une démarche Européenne de recherche sous l'égide du projet European Bus System of the Futur (EBSF). Ce projet vise à définir le bus de demain et de préparer son architecture embarquée, aux systèmes de transport intelligents (STI) critiques ou de divertissement, de plus en plus présents dans les véhicules. Les systèmes autrefois hétérogènes et autonomes, devrons à l'avenir communiquer sur une architecture orientée service (SOA) unique. L'objectif est d'optimiser le fonctionnement de l'architecture dans son ensemble grâce à des protocoles de communication ouverts et standards. C'est à partir de cette base, à laquelle nous avons activement apportée notre contribution, que notre thèse s'appuie. Le dimensionnement et la validation de ces architectures sont restés des éléments sans réponse à la suite du projet EBSF. Cette thèse présente premièrement une méthode dimensionnement des architectures STI basée sur les méthodes de décision multi-critères. Nous nous basons sur une étude poussée des besoins opérationnels collectés tout au long de la thèse. Dans un deuxième temps, nous adaptons le modèle de Criticité Mixte, définit dans le domaine du temps réel, aux flux de communication entre le véhicule et l'infrastructure. Enfin nous présentons les travaux réalisés dans le cadre de la standardisation européenne afin de promouvoir ce type d'architecture et les travaux de cette thèse / Intelligent Transportation systems (ITS) are massively used in the Public Transport sector since the Two decades. This profusion of systems on-board and off-board vehicles generates inter-operability issues. The growth of urban zones and the increase of public transport attractiveness, brought multi-modal constraints that are today limited due to a lack of architecture vision embracing all ITS. This thesis proposes to unify the architecture vision of on-board ITS. We based our technical architecture on the Service Oriented Architecture (SOA) proposed in the European Bus System of the Future (EBSF) project, in which this thesis actively contributed. We study first the global requirements of different transportation modes operated in Europe. Those requirements are a basis to the definition of technical constraints of a global architecture. Those constraints are ranked in terms of importance using a proposed method based on Multi-Criteria Decision Making (MCDM) techniques. The method that we propose permits to size the technical architecture. We then study the flow management of data, considering the context of operation of vehicles and the criticality of ITS applications. We propose to adapt the Real-time Mixed-Criticality model to communication systems on-board the vehicles. We apply this method on a communication gateway of a bus, through its journey. Finally we present the work done at the standardization level (CEN) in order promote the global architecture vision presented in the thesis
184

The primacy of public goods / La primauté des biens publics

Jongh, Maurits de 01 February 2019 (has links)
Cette thèse utilise le concept de bien public comme fil conducteur herméneutique permettant d’explorer la théorie et l’histoire de l’économie politique. Située à l'intersection de la philosophie politique et de l'histoire de la pensée économique moderne, cette thèse examine la question de recherche suivante: quels sont le rôle et le potentiel que peuvent avoir les biens publics pour favoriser plutôt qu’empêcher la capacité d’action individuelle et collective en politique et dans la vie sociale ? En réponse à cette question, la thèse soutient la primauté des biens publics de deux manières. Premièrement, puisque les biens publics pluriels constituent l’infrastructure essentielle de la vie sociale et des relations humaines, ils sont prioritaires par rapport aux deux autres modes, privé et commun, d’approvisionnement et de jouissance des biens. Deuxièmement, dans la mesure où ils reposent sur la coordination et la contrainte gouvernementales au sein de relations d’autorité politique inévitables et inéluctables, les biens publics priment également sur le bien commun conçu dans son acceptation moniste. / This dissertation takes up the concept of public goods as a hermeneutical thread with which to explore the theory and history of political economy. Situated at the intersection between political philosophy and the history of modern economic thought, this dissertation examines the following main research question: what is the role and potential of public goods to foster rather than disable individual and collective agency in politics and social life? In response to this question, the dissertation articulates the primacy of public goods in two senses: first, since plural public goods constitute the indispensable infrastructure of social life and human relationships, they have primacy over both private and common modes of providing and enjoying goods. Second, since they rely on governmental coordination and compulsion in inescapable and ineluctable relationships of political authority, public goods also have primacy over the common good in its monist conception.
185

Le placement des individus comme organisation spatiale des habitacles de transport public urbain : Une modélisation littéraire au service de l'innovation en design / Placement as a spatial organisation of public transport's interiors : A literary model in design innovation's service

Gosset, Stéphanie 30 May 2018 (has links)
Alstom Transport, entreprise du transport ferroviaire français, s’interroge sur l’émergence de nouveaux usages dans les véhicules de transports publics urbains. Afin de répondre à cette question, l’approche systémique a été choisie comme cadre théorique. Cette approche permet d’interroger l’organisation du système individus-habitacle. Des observations participantes structurées ont été menées dans 12 villes (dans cinq pays). Le traitement des données combinant les méthodes quantitative et qualitative a permis de décrire le placement en fonction de deux échelles (l’échelle de l’habitacle et l’échelle de l’individu). L’importance dans l’organisation du système de la position assise et de la possibilité de s’adosser a été mis en évidence, ainsi qu’une organisation spatiale des activités des individus. Une forme d’usage potentiellement émergente a pu être observée. Celle-ci interroge une évolution possible de l’organisation de placement, et ouvre de nouvelles perspectives de recherche concernant l’organisation spatiale des activités. / The French rail transport company Alstom Transport inquires whether new usages are emerging in urban public transport vehicles. The systemic approach has been chosen as a theoretical frame to respond to this question. This approach enables to examine the organization of the individual-passenger compartment system. Structured observation has been conduct in 12 cities (5 countries). Data analysis combining qualitative and quantitative methodologies, allows describing the placement based on 2 scales (the passengers compartment and the individual). The sense of the sitting position and the possibility to lean on has been brought to light as well as the spatial organization of activities. A potentially emerging usage could be observed. It interrogates a possible evolution of the organization of placement, and opens new research perspectives regarding the spatial organization of activities.
186

A atribuição de nome como modo de exploração de bens públicos / Lattribution de nom comme une manière dexploiter les biens publics

Ikenaga, Ana Lucia 16 April 2012 (has links)
O presente trabalho teve como objetivo realizar uma avaliação quanto à possibilidade de serem explorados bens públicos intangíveis no Direito brasileiro. O tema foi abordado especificamente quanto à atribuição de nome, como modo de exploração de bens públicos. Na experiência estrangeira, verifica-se a existência dos naming rights. A atribuição de nome é um instituto que pode ser desenvolvido no Brasil, inspirado nos naming rights, mas observadas as peculiaridades do ordenamento jurídico brasileiro. A atribuição de nome pode ser usada tanto no âmbito privado quanto no aspecto público. Para delinear o instituto é necessário distinguir a atribuição de nome de outros institutos que possam demonstrar aparente aproximação. A atribuição de nome não se confunde com nomeação honorífica, doação com encargo, contratos para conservação de bens públicos ou locação. A atribuição de nome demonstra ser um meio viável para exploração de bens públicos, mas para o seu sucesso faz-se necessário estabelecer limites a esse instituto, evitando-se repetir erros que já foram verificados na experiência estrangeira. A cessão da atribuição de nome deve ser pautada pela análise de critérios de conveniência e pelo estabelecimento de marcos legais em conformidade com o ordenamento jurídico brasileiro. / Cette étude a pour but lévaluation concernant la possibilité dexploitation de biens publics intangibles du Droit brésilien. Le thème fut particulièrement envisagé par rapport à lattribution de nom comme une manière dexploiter les biens publics. A létranger, il y a les naming rights. Lattribution de nom est un ensemble de règles juridiques qui peut être développée au Brésil, inspirée des naming rights, à condition que les particularités de lordonnancement juridique brésilien soient respectées. Lattribution de nom peut être utilisée dans le domaine privé ou public. Pour définir lensemble de règles juridiques, il faut distinguer lattribution de nom dautres ensembles qui puissent indiquer une apparente approximation. Lattribution de nom ne peut pas être confondue avec la nomination honorable, la donation avec charge, les contrats pour le maintien de biens publics ou la location. Lattribution de nom paraît un moyen viable pour lexploitation de biens publics. Toutefois, pour sa réussite, il faut établir de limites afin que des erreurs commises à létranger ne se passent pas au Brésil. La cession de lattribution de nom doit être basée sur lanalyse de critères dintérêt général et sur létablissement de repères de la loi suivant lordonnancement juridique brésilien.
187

Une histoire critique de l’« hiver du mécontentement » de 1978-1979- Le mouvement syndical britannique face à la crise du travaillisme, l’extension de la conflictualité sociale et la montée de la nouvelle droite thatchérienne / A critical history of the 1978-1979 « Winter of Discontent »- British trade unions in a context of crisis of Labour, extension of industrial disputes and rise of the New Right

Lenormand, Marc 29 September 2012 (has links)
Ce travail s’emploie à comprendre la série de conflits sociaux dans les secteurs de l’automobile, du transport routier et des services publics qui se sont déroulés en Grande-Bretagne lors de l’hiver 1978-1979 et sont connus sous le nom d’« hiver du mécontentement » dans la mémoire collective. L’hypothèse défendue est que ces conflits prennent sens et trouvent leur portée à condition d’être analysés à la croisée de trois processus. Le premier est une crise du travaillisme, au sens de fortes tensions politiques au sein du parti travailliste et plus généralement du mouvement ouvrier. Le deuxième processus est une extension de la conflictualité sociale, non pas au sens où le portrait traditionnel des années 1970 comme décennie du militantisme triomphant devrait être accepté, mais dans la mesure où la période est marquée par une syndicalisation croissante et son extension à de nouveaux secteurs d’activité, par un renforcement des structures syndicales aussi bien au niveau national qu’au niveau local dans une logique générale de déconcentration des processus de décision, enfin par l’apprentissage de l’action collective par de nouveaux groupes de travailleurs. La troisième logique, enfin, est la montée de la droite thatchérienne qui puise un arsenal intellectuel renouvelé dans les travaux des think tanks néo-libéraux. Son discours est relayé par une presse gagnée par l’anti-collectivisme de la nouvelle droite. Ces éléments permettent de comprendre ces conflits qui, à l’hiver 1978-1979, opposent, au gouvernement travailliste arc-bouté sur la défense d’une politique de contrôle des revenus, des groupes de travailleurs et leurs organisations syndicales pourtant pro-travaillistes. / This thesis examines the industrial disputes which took place in the winter of 1978-1979 in a series of sectors – car-making, road haulage and the public sector – and are remembered in collective memory as the « Winter of Discontent ». It argues that these industrial disputes can only be properly understood in a threefold context: first, in the context of the crisis of Labour, that is to say the acute political and ideological tensions and divisions which emerged in the Labour Party from the beginning of the 1970s when the political and economic assumptions which had dominated the leadership of the party since after the War were undermined by the context of economic crisis; secondly, in a context of extension of industrial unrest into new areas such as the public sector, which experienced a rapid unionisation of its growing workforce in the 1970s and whose workers were on a militant learning curve throughout those years; finally, in the context of the rise of the New Right, as a number of think tanks provided rightwingers within the Conservative Party with new ideas and arguments to criticise the trade unions, the welfare State and the Keynesian, tripartite policies pursued in the post-War period, and as these neo-liberal ideas found an increasing number of advocates in the press. These various elements help us to understand the disputes of the winter of 1978-1979 as primarily a conflict about economic policy and priorities within the labour movement as low-paid public sector workers and traditionally loyal trade unions were pitted against a Labour government enforcing a reduction in real wages.
188

Caractérisation de l'architecture publique proto-augustéenne à Glanum (Bouches-du-Rhône)

Sagetat-Basseuil, Elsa 21 October 2011 (has links)
L’agglomération de Glanum (Saint-Rémy-de-Provence, 13) occupée dès l’Age du Bronze jusqu’au IIIème s. ap. J.-C., selon la chronologie actuellement admise, constitue une référence ornementale et architecturale en Provence, pour sa période dite « préromaine ». Pourtant, des incohérences entre chronologie (IIIème-IIème s. av. J.-C.) et son ornementation architecturale (de référence italique) subsistent. Le centre monumental de l’agglomération « préromaine » est attribué aux populations grecques de Marseille par Henri Rolland, principal fouilleur du site archéologique, alors qu’Anne Roth-Congès propose de rendre l’agglomération aux populations indigènes locales. Nous avons choisi l’étude de la zone centrale du site actuellement dégagé, pour discerner les influences ornementales de l’architecture publique et définir qui habitait la ville, qui était à l’origine de sa monumentalisation et quel était alors son statut administratif. A l’époque impériale, le forum est construit sur un remblai permettant l’aménagement d’une large plate-forme qui autorise la conservation des édifices monumentaux et leur mobilier architectural associé. Nous avons eu l’opportunité de mener une fouille archéologique de faible ampleur dans cette zone. Les études de la stratigraphie et du mobilier céramique autorisent désormais une nouvelle chronologie dénouant les incohérences d’antan. L’étude du mobilier architectural montre une large influence italique mais avec des caractéristiques propres, inspirées des décors orientaux. L’examen des vestiges conservés met en évidence le même phénomène avec une adaptation des plans classiques à la topographie de l’agglomération. Enfin, le statut de l’agglomération reste difficile à décrypter, mais il s’inscrit dans le cadre de l’administration romaine qui se met en place dans le courant du Ier s. av. J.-C. / The urban area of Glanum (Saint-Rémy-de-Provence, 13) inhabited from the Bronze Age to the 3rd century A.D., according to the currently assumed chronology, constitutes a standard reference for ornamentation and architecture in Provence for the period known as “ pre-Romanesque”.Yet, some inconsistencies remain between its chronology (3rd- 2nd century B.C.) and its architectural ornamentation (with Italic reference). The monumental centre of the “pre-Romanesque” town has been ascribed to Greek populations in Marseilles by Henri Rolland, the principal digger of the archaeological site, whereas Anne Roth-Congès has proposed to give the town back to local native populations.We have chosen to study the central area of the currently cleared site in order to make out the ornamental influences of public architecture and to define who had lived in the town, who was at the origin of the creation of its monuments and which administrative status it had at the period.At the imperial time, the forum was built on an embankment permitting the development of a broad platform which allowed the preservation of monumental buildings and their associated architectural furniture. We had had the opportunity to carry out a small-scale excavation on this area. A close study of the stratigraphy and the ceramic furniture allowed from now on a new chronology which untangles the inconsistencies of former days.The examination of the architectural furniture shows a large Italic influence but with characteristics of its own, inspired by oriental décor. The study of preserved remains reveals the same phenomenon with an adaptation of classical plans to the topography of the town.Finally, the status of the town remains difficult to decipher but it must have been part of the Roman administration framework which was setting up in the course of the 1st century B.C.
189

Públicos em emergência: modos de usar ofertas institucionais e práticas artísticas / -

Silva, Diogo de Moraes 27 October 2017 (has links)
Por meio da combinação entre abordagem teórica e prática artística, a pesquisa coloca em questão o modo como os públicos são compreendidos e geridos no âmbito institucional da arte, particularmente no contexto brasileiro. Para isso, adotamos a mediação cultural como locus de investigação e atuação propício à confrontação de enunciados oriundos dos diferentes agentes envolvidos nesse circuito, desde os gestores, curadores, artistas e educadores até os públicos, cujas discursividades e performatividades correspondem ao foco do nosso interesse. Problematizando as formas abstratas de classificação utilizadas para designar e endereçar os destinatários das ofertas institucionais e das práticas artísticas por elas difundidas, o trabalho se imbui da postulação de um estatuto alternativo para os públicos, entendidos aqui como formações emergentes de sujeitos políticos. Isso implica a articulação de referências e precedentes capazes de contribuir para o processo de constituição de outro regime de interação entre os agentes institucionais e aqueles que seriam os beneficiários de suas proposições de viés educativo. A saber, um regime favorável ao surgimento, ao debate e à repercussão das demandas sociais, políticas e culturais manifestas por esses indivíduos e coletividades. Materializada na dissertação, a face teórica da pesquisa reúne e analisa conceitos, problemáticas e exemplos caros ao exercício crítico em torno da condição de público e das iniciativas institucionais, mediativas e artísticas que se ocupam de diferentes modalidades de interação com suas audiências. Já a sua face artística lança mão de um procedimento documentário, elegendo como recorte um formato de atração, organização e condução de visitantes amplamente usado pelas instituições artísticas para intermediar o seu acesso aos bens artístico-culturais. Trata-se das visitas mediadas com grupos. O Diário do busão: visitas escolares a instituições artísticas funciona como um dispositivo de sondagem e tradução das formas de atuação dos estudantes da rede pública de ensino nos equipamentos de arte concentrados no centro expandido da cidade de São Paulo. Com isso, busca conferir linguagem, visibilidade e circulação às suas respostas a uma ação institucional representativa das políticas de democratização cultural. / Through the combination of theoretical approach and artistic practice, this research questions the way publics are understood and managed within the institutional framework of art, particularly in Brazil\'s context. To this end, we adopt cultural mediation as a locus of research and action that is conducive to the confrontation of statements from the different agents involved in this circuit, from managers, curators, artists and educators to the publics, whose discursiveness and performativity are the focus of our interest. By problematizing the abstract forms of classification used to designate and address the recipients of the institutional offers and the artistic practices they disseminate, this work is imbued with the postulation of an alternative statute for the publics, here understood as emergent formations of political subjects. This implies the articulation of references and precedents capable of contributing to the process of constitution of another regime of interaction between the institutional agents and those who would be the beneficiaries of their educationally-directed propositions. Namely, a regime favorable to the emergence, the debate and the repercussion of social, political and cultural demands that are manifested by these individuals and collectivities. Materialized in this dissertation, the theoretical face of the research brings together and analyzes concepts, problems and examples dear to the critical exercise around the condition of public and of the institutional, mediatic and artistic initiatives that deal with different modalities of interaction with their audiences. As for its artistic face, it uses a documentary procedure, choosing as approach a format of attraction, organization and conduct of visitors widely used by artistic institutions to mediate their access to artistic and cultural assets - in this case, mediated visits with groups. The Diário do busão: visitas escolares a instituições artísticas [The big bus diary: school visits to art institutions] works as a device for probing and translating the forms of acting of public school students in the art equipments in the expanded center of the city of São Paulo. With this, it seeks to confer language, visibility and circulation to their responses to an institutional action that is representative of the policies of cultural democratization.
190

Metodologia para estabelecimento de métricas para empresas de serviços. / Metodology for origination metrics to services organizations.

Siqueira, Márcio 28 March 2007 (has links)
Medir o desempenho de organizações é de suma importância para avaliar o desempenho das mesmas, melhor ainda se as medidas forem validadas e se tornem métricas de um sub-setor podendo nortear de forma confiável as decisões a serem tomadas em função destas. O objetivo geral desta tese consiste em propor uma metodologia que possibilite o estabelecimento de métricas para empresas prestadoras de serviços. Um dos objetivos específicos é efetuar a análise da aplicabilidade da metodologia proposta em um conjunto de empresas préselecionadas de um sub-setor de serviços; no caso, concessionárias de rodovias do Estado de São Paulo. Propõem-se uma metodologia que selecione desde o sub-setor de empresas, de forma a participarem do processo de coleta de dados até a obtenção das métricas que são os indicadores de desempenho validados. A TL 9000 do setor de telecomunicações ampara em muito os métodos de coleta de dados propostos. O trabalho apresenta vários indicadores de desempenho baseados nos sete critérios de desempenho propostos por Sink e Tuttle (1993) e avaliados sob os aspectos competitivos dados por Slack (1993), além de outros autores que consubstanciam a metodologias proposta. Destes indicadores obteve-se algumas métricas, as quais permitem conclusões sobre o desempenho das concessionárias de rodovias. Ressalta-se que as métricas propostas são de cunho quantitativo, mensurando a performance das empresas de serviços analisadas. / Performance measurement is extremely important to evaluate organizations performance, depicting even better results if they are validated and become sub-sector metrics, guiding in a reliable way the decision-making process based on them. The main purpose of this study is to propound a methodology which provides the establishment of metrics to outsourcing companies. One of the specific targets is to analyse the feasibility of the proposed methodology in a set of selected enterprises in a service sub-sector; in this case, highway service suppliers in the state of Sao Paulo. It is proposed a methodology that selects from enterprises sub-sectors, so that they can participate in the whole process, from data gathering to the metrics achievement, which are the validated performance indicators. The TL 9000, from telecommunications sector, supports the data gathering proposed methods. This study describes some performance indicators based on the seven performance criteria proposed by Sink and Tuttle (1993) and evaluated under the competitive aspects from Slack (1993), in addition to other authors who corroborate the proposed methodology. Some metrics have been extracted from these indicators, which allow conclusions over the highway service suppliers\' performances. It is important to emphasize that these proposed metrics are focused on quantity, measuring the studied service supplying companies\' performances.

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