Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2015-10-08T16:23:38Z No. of bitstreams: 1 LASIER GORZIZA DE SOUZA_.pdf: 2430435 bytes, checksum: 2a0d2c5eec55956de1f835c2294f9b57 (MD5) / Made available in DSpace on 2015-10-08T16:23:38Z (GMT). No. of bitstreams: 1 LASIER GORZIZA DE SOUZA_.pdf: 2430435 bytes, checksum: 2a0d2c5eec55956de1f835c2294f9b57 (MD5) Previous issue date: 2015-04-20 / Nenhuma / O objetivo geral desta tese consiste em propor e testar um modelo teórico de coopetição que explique a performance da força de vendas de uma empresa de varejo, a partir de dois estudos: o primeiro, qualitativo, utilizou a abordagem grounded theory e amostragem teórica a partir de 14 entrevistas em profundidade e 4 grupos focais com vendedores, gerentes de filiais, Supervisora de Recursos Humanos, Gerente de RH e Diretor de RH. Nesta fase, apresentou-se um modelo teórico de competição que explica os comportamentos cooperativos e competitivos encontrados na ambiência de pesquisa e mostrou de que maneira esses comportamentos impactam na performance de vendas da empresa estudada. Mais especificamente, na fase exploratória, foi analisado a relação entre cooperação e competição e a relação da coopetição com a performance da força de vendas de uma empresa varejista e identificou a existência de variáveis contingenciais na coopetição individual. O segundo estudo, de caráter descritivo, utilizou a metodologia quantitativa, mais especificamente de uma pesquisa survey com uma amostra de 1240 vendedores das 252 filiais da empresa, testou-se empiricamente as relações do modelo teórico proposto na etapa anterior a partir da modelagem de equações estruturais. Além disso, avaliou-se os efeitos de assimetrias entre as variáveis de orientação cooperativa e competitiva na cooperação e na competição (respectivamente). Após isso, foi aferido as moderações das variáveis laços interpessoais, normas de compartilhamento de conhecimentos, clima psicológico competitivo e práticas gerenciais nas relações entre os construtos cooperação, competição na performance. Os resultados identificaram que a cooperação está relacionada a resultados individuais negativos da performance de vendas. Ainda, mostrou que a competição é um comportamento que também está relacionado com a performance de vendas. Porém, ao contrário da cooperação, a competição favorece os resultados positivos na performance. Os relacionamentos recíprocos entre os construtos cooperação e competição (impacto da cooperação na competição e o impacto da competição na cooperação) demostraram que essas dimensões se impactam de forma negativa entre elas. Isto é, estão inversamente relacionadas. / The overall objective of this thesis is to propose and test a theoretical model of coopetition to explain the performance of a retail enterprise sales force, from two studies: the first, qualitative, used the grounded theory approach and theoretical sampling from 14 in-depth interviews and four focus groups with salespersons, branch managers, HR Supervisor, HR Manager and HR Director. At this stage, we presented a theoretical model of competition that explains the cooperative and competitive behaviors found in the search ambience and showed how these behaviors affects the sales performance of the studied company. More specifically, the exploratory phase was analyzed the relationship between cooperation and competition and the relationship of coopetition with the performance of the sales force of a retailer and identified the existence of contingency variables in individual coopetition. The second study, descriptive character, used the quantitative methodology, specifically a survey research with a sample of 1240 sales of 252 branch offices; we tested empirically the relationship of the theoretical model proposed in the previous step from the equation modeling structural. In addition, we evaluated the effects of asymmetries between the cooperative and competitive orientation variables on cooperation and competition (respectively). After that, it was measured the moderations of variables interpersonal ties, knowledge sharing standards, competitive psychological climate and management practices in relations between the constructs cooperation, competition in performance. The results showed that cooperation is related to negative individual results of sales performance. Still it showed that the competition is a behavior that is also related to the sales performance. However, unlike the cooperation, competition favors the positive results in performance. Reciprocal relationships between the constructs cooperation and competition (impact of cooperation in the competition and the impact of competition in cooperation) showed that these dimensions negatively impact between them. That is, they are inversely related.

Nowadays a company’s focus has shifted from a product-centric view to a more customer-centric view. Customers play a major role for doing business with companies. That leads to the purpose of this research, which is to identify critical factors of CRM implementation and to gain a deeper understanding of how companies deal with those critical factors. This was done with the help of a qualitative method, where six case companies were taken under the research. These six case companies are operating in different industries (1) laundry system industry, (2) printing industry and (3) heavy industry. In addition, the aim of this thesis was to find out how CRM implementation is influenced by critical factors in terms of CRM process and CRM system, interaction of sales force, information / communication flow and organizational structure / culture. The main points which influence the critical factors of CRM implementation were (1) customer-focused, (2) create trust, (3) sharing information and knowledge and (4) decision-making. To overcome these points at first companies need to be customer-focused their sales force need to be able to create trust with customers. Also it is important that companies have a well-implemented information / communication flow to optimise the decision-making process. Within the research more points for how an international organization can manage these critical factors are described. The collected data was analysed with the help of the theoretical framework. The conclusion could be drawn that, a well implemented CRM would help companies to build a better customer relationship and to be able to know as much about customers as possible.

The diploma thesis deals with three aspects of operational part of CRM -- sales force automation, telephone sales (contact centers) and e-business. The thesis studies the influence of these three aspects on the firm's productivity. The diploma thesis links to the company Plzensky Prazdroj a.s., which provided the data. Practical contribution of the thesis is an evaluation of current business model of Plzensky Prazdroj and a proposal of a new e-business strategy for this company.

The principle behind outsourcing is that an organization outsources tasks it strategically elects not to do within the organization. It is estimated that outsourcing has become a $4 trillion a year business (Corbett, 2005). In today's competitive healthcare marketplace, many sponsors outsource functions that were once considered core to the organization. U.S. Census data show that 10% of all business-to-business sales originated from outsourced sales (Rogers, 2008). The objective of engaging in outsourcing of sales is to improve sales efficiency and gain an edge in today's challenging market. Competition within the pharmaceutical industry coupled with increased regulatory uncertainties and cost concerns have necessitated outsourcing of sales to maintain competitiveness and to apply internal resources more effectively. This research will contribute to the current available works specific to the outsourcing of pharmaceutical sales.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-08-05T18:15:13Z No. of bitstreams: 1 Melissa Lucchi.pdf: 2748145 bytes, checksum: 1c99225dd97efcb4369bef374e64c89a (MD5) / Made available in DSpace on 2015-08-05T18:15:13Z (GMT). No. of bitstreams: 1 Melissa Lucchi.pdf: 2748145 bytes, checksum: 1c99225dd97efcb4369bef374e64c89a (MD5) Previous issue date: 2015-06-09 / Since 1985, personal characteristics are recognizes as determinants of salesperson performance, but the majority of international studies that investigate the relation between sales personal values and objective performance don’t include the sales force (vendors and sales managers) in the samples. Relating to Personal Selling firms, researches show that the personal value ‘effort’ is related to high performance. Relational values, highly present in social and informal sales contexts as the Personal Selling, are neglected, not being related to positive individual performances. Adopting the Organizational Culture as theoretical framework, this study investigates the relation between the sales force´s (Sales Executives - EVs and Beauty Consultants - CBs) personal values of the Direct Selling firm Pierre Alexander Cosmetics (PA) and individual revenues obtained by these professionals. This was accomplished by the use of direct observations and the C-VAT Methodology (Culture and Values Analysis Tool) and the PVP questionnaire (Personal Values Profile), that 415 PA members answered between 2012 and 2014. The answers were analyzed by the Cluster Analysis Technique and show a Company composed by women that are more than 40 years of age and work at PA for more than 15 years. Their values are strong in Work and effort is the main one, united to work quality and to relational dimensions as loyalty, empathy and sociability. In a second moment, the relation between personal values and individual revenues of the sales force in the year 2013 was interpreted by frequency distribution methods. This research concluded that personal values related to Work are fundamental to obtain high individual performance from the CBs (sellers). On the other hand, relational values are most important to motivate the EV’s (coordinator) team of sellers. Differing from what affirms the literature on the area, personal values that help in sales differ from personal values that base the motivation of others to sales (EVs objective). / Desde 1985, os fatores pessoais são reconhecidos como determinantes do desempenho de vendedores, porém a maioria dos estudos internacionais que investiga a relação entre valores pessoais de vendedores e desempenho objetivo não inclui a força de vendas (vendedores e gerentes de venda) nas amostras. No que se refere a empresas de Venda Direta (VD), pesquisas apontam que o valor pessoal ‘esforço’ está relacionado à obtenção de altos faturamentos. Valores relacionais, altamente presentes em contextos de venda sociais e informais como a VD são negligenciados, não sendo relacionados a desempenhos individuais positivos. Utilizando a Cultura Organizacional como aporte teórico, esta pesquisa investiga a relação entre valores pessoais da força de vendas (Executivas de Vendas - EVs e Consultoras de Beleza - CBs) da empresa de Venda Direta Pierre Alexander Cosméticos (PA) e faturamentos individuais dessas profissionais. Para tanto, utilizou-se de observação direta e da metodologia C-VAT (Culture and Values Analysis Tool), com o questionário fechado PVP (Perfil de Valores Pessoais) aplicado, entre 2012 e 2014, a 415 membros da PA. As respostas, analisadas por meio da Técnica de Análise de Clusters, mostram uma Empresa composta por mulheres com mais de 40 anos de idade, em sua maioria, há 15 anos ou mais na PA. Seus valores são fortes em Trabalho, sendo o esforço o principal, unido à qualidade no trabalho e a dimensões relacionais como lealdade, empatia e sociabilidade. Em um segundo momento, a relação entre valores pessoais e faturamentos individuais da força de vendas no ano de 2013 foi interpretada por métodos de distribuição de frequência. Concluiu-se que valores pessoais ligados a Trabalho são fundamentais para a obtenção de altos faturamentos individuais por parte das CBs (vendedoras), ao passo que valores relacionais são mais importantes para motivar a equipe de vendas das EVs (coordenadoras). Diferindo do que afirma a literatura da área, valores pessoais que auxiliam nas vendas diferem, portanto, de valores pessoais que embasam a motivação de outros para a venda (objetivo das EVs).

<p>Sammanfattning</p><p>Denna uppsats syftar till att utvärdera företaget Securitas Aroundios säljutbildning och</p><p>coachning utifrån de berörda anställdas perspektiv i Linköping. Det är av vikt för företaget att</p><p>få en uppriktig återkoppling från de anställda rörande utbildningen och coachningen. Ingen</p><p>tidigare utvärdering har skett där utomstående parter varit delaktiga. Genom att utföra en</p><p>utvärdering kan ett företag se om något behöver åtgärdas eller förändras.</p><p>Denna uppsats bygger på en kvalitativ undersökning där de anställda på Securitas Aroundio i</p><p>Linköping intervjuades. Samtliga intervjuer skedde på Aroundios huvudkontor i Linköping</p><p>den 5 maj 2008. Samtliga av respondenterna gav sitt medgivande till att intervjuerna spelades</p><p>in och i samband med detta fördes även anteckningar. Intervjufrågorna utgick från en</p><p>semistrukturerad intervjuguide, vilken behandlade undersökningsområdena bestående av</p><p>säljutbildningen och coachningen hos Aroundio.</p><p>Resultatet som erhölls från intervjuerna indikerar att Aroundios säljutbildning och coachning</p><p>upplevs som adekvat. Detta grundas på att samtliga parter generellt sett är nöjda med</p><p>säljutbildningen och coachningen. Slutsatsen är att Securitas Aroundio uppfyller deras mål</p><p>med utbildningen och coachningen, då företaget ger säljarna de verktyg de behöver för att</p><p>kunna arbeta självständigt och det stöd de behöver i sitt arbete.</p> / <p>Summary</p><p>The purpose of this thesis is to evaluate Securitas Aroundio’s sales training and coaching</p><p>from the view of the firm’s employees. It is of great importance for Securitas Aroundio to</p><p>receive an honest opinion about their sales training and coaching. No previous evaluation has</p><p>been made by external researchers. By continuous evaluation of a firms sales training and</p><p>coaching, the firm can get an awareness of matters that need to be changed or fixed.</p><p>This thesis is based on a qualitative approach where the employees at Securitas Aroundio in</p><p>Linköping were interviewed. All interviews took place at Aroundio’s headquarters in</p><p>Linköping on the 5th of May 2008. All of the respondents gave consent for the recording of</p><p>the interviews. Also notes were taken during the interviews. The questions asked during the</p><p>interviews were based on a semi structured interview format, dealing with the two areas of the</p><p>investigation, Aroundio’s sales training and coaching.</p><p>The result indicates the sales training and coaching provided by Securitas Aroundio is</p><p>adequate. This statement is based on the overall satisfaction of the employees concerning the</p><p>sales training and coaching provided by the firm. The overall indication is that the salespeople</p><p>are provided with the tools and support they need to work autonomously. In conclusion,</p><p>Securitas Aroundio’s goals with the sales training and coaching are being met.</p>

Sammanfattning Denna uppsats syftar till att utvärdera företaget Securitas Aroundios säljutbildning och coachning utifrån de berörda anställdas perspektiv i Linköping. Det är av vikt för företaget att få en uppriktig återkoppling från de anställda rörande utbildningen och coachningen. Ingen tidigare utvärdering har skett där utomstående parter varit delaktiga. Genom att utföra en utvärdering kan ett företag se om något behöver åtgärdas eller förändras. Denna uppsats bygger på en kvalitativ undersökning där de anställda på Securitas Aroundio i Linköping intervjuades. Samtliga intervjuer skedde på Aroundios huvudkontor i Linköping den 5 maj 2008. Samtliga av respondenterna gav sitt medgivande till att intervjuerna spelades in och i samband med detta fördes även anteckningar. Intervjufrågorna utgick från en semistrukturerad intervjuguide, vilken behandlade undersökningsområdena bestående av säljutbildningen och coachningen hos Aroundio. Resultatet som erhölls från intervjuerna indikerar att Aroundios säljutbildning och coachning upplevs som adekvat. Detta grundas på att samtliga parter generellt sett är nöjda med säljutbildningen och coachningen. Slutsatsen är att Securitas Aroundio uppfyller deras mål med utbildningen och coachningen, då företaget ger säljarna de verktyg de behöver för att kunna arbeta självständigt och det stöd de behöver i sitt arbete. / Summary The purpose of this thesis is to evaluate Securitas Aroundio’s sales training and coaching from the view of the firm’s employees. It is of great importance for Securitas Aroundio to receive an honest opinion about their sales training and coaching. No previous evaluation has been made by external researchers. By continuous evaluation of a firms sales training and coaching, the firm can get an awareness of matters that need to be changed or fixed. This thesis is based on a qualitative approach where the employees at Securitas Aroundio in Linköping were interviewed. All interviews took place at Aroundio’s headquarters in Linköping on the 5th of May 2008. All of the respondents gave consent for the recording of the interviews. Also notes were taken during the interviews. The questions asked during the interviews were based on a semi structured interview format, dealing with the two areas of the investigation, Aroundio’s sales training and coaching. The result indicates the sales training and coaching provided by Securitas Aroundio is adequate. This statement is based on the overall satisfaction of the employees concerning the sales training and coaching provided by the firm. The overall indication is that the salespeople are provided with the tools and support they need to work autonomously. In conclusion, Securitas Aroundio’s goals with the sales training and coaching are being met.

Made available in DSpace on 2016-12-01T19:18:45Z (GMT). No. of bitstreams: 1 Josiane.pdf: 3561656 bytes, checksum: 7240b14e4d8735ab88adfa492ee3e099 (MD5) Previous issue date: 2008-05-29 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This work had as main objective to raise the main abilities and characteristics of the force of sales of the article retailing of domestic use, in the cities of Florianópolis and St Jose. It identified the abilities considered more important for the managers, salesmen and, also, for the customers. Sale is an arduous and complex task that demands of the professional knowledge deep technician of the product, interpersonal abilities for use of the techniques of sale, abilities, high motivation, patience to deal with adverse situations and pro-active attitudes. The data of this academic work had been gotten through the use of a methodology that if divided in two stages. In the exploratory phase it searched the beddings of the function of sales and the pointed abilities, for diverse authors, as necessary to the good performance in the performance of the salesman. In the descriptive stage, it searched given next to the managers, salesmen and the customers on these characteristics and abilities. Finally, the accomplishment of this research made possible to conclude that even so the vision of the managers, the salesmen and the customers is, in some points, divergent, the general result of the research allows to affirm that the characteristics and abilities pointed for searched literature as important in the performance of the salesmen it had its relevance confirmed for the research / Este trabalho teve como principal objetivo levantar as principais habilidades e características da força de vendas do comércio varejista de artigos de uso doméstico, nos municípios de Florianópolis e São José. Identificou as habilidades consideradas mais importantes pelos gestores, vendedores e, também, pelos clientes. Vender é uma tarefa árdua e complexa que exige do profissional conhecimento técnico profundo do produto, habilidades para uso das técnicas de venda, habilidades interpessoais, alta motivação, paciência para lidar com situações adversas e atitudes pró-ativas. Os dados deste trabalho acadêmico foram obtidos através do uso de uma metodologia que se dividiu em duas etapas. Na fase exploratória buscou os fundamentos da função de vendas e as habilidades apontadas, por diversos autores, como necessárias ao bom desempenho na atuação do vendedor. Na etapa descritiva, buscou dados junto aos gestores, vendedores e os clientes sobre estas características e habilidades. Por fim, a realização desta pesquisa possibilitou concluir que embora a visão dos gestores, dos vendedores e dos clientes seja, em alguns pontos, divergente, o resultado geral da pesquisa permite afirmar que as características e habilidades apontadas pela literatura pesquisada como importantes na atuação dos vendedores teve sua relevância confirmada pela pesquisa

客戶關係管理（Customer Relationship Management, CRM）藉由各種資訊技術來留住客戶，以產生更多的商業價值。然而，許多文獻指出，CRM系統的失敗率很高，尤其是CRM主要的核心能力--銷售員自動化（Sales Force Automation, SFA）。研究指出改善的方式包含更好的管理支援、培訓、系統易用性和強烈的使用動機等等。接續此建議，本文提出了一個銷售員支援（Sales Force Support, SFS）系統，藉由線上分析處理（Online Analytical Processing, OLAP）、資料採礦（Data Mining, DM）和雲端服務（Cloud Service）等技術，協助彙整及提供支援銷售員的客戶推薦 (Customer Recommendation)和自我績效評估(Self Evaluation)功能，以刺激更好的銷售能力、滿足客戶與管理。可望提高系統的易用性和業務人員的使用動機，藉以橋接銷售員和管理人員之間的差異。為了評估推薦功能之適用性，本論文也發展一套驗證指標，並採用一套隨機數學模型（Stochastic Mathematical Model），作為強化推薦預測之嘗試。 / Customer Relationship Management (CRM) adopts various information technologies to retain and attain customers in order to generate more business values. However, the earlier studies indicate the failure rate for CRM systems is high and it’s even higher for Sales Force Automation (SFA), a major core in CRM. They usually suggest the enhancement in better management support, more training, user friendliness, and usage motivation, and so on. Following the suggestions, this research proposes a Sales Force Support (SFS) system to integrate technologies like OLAP (Online Analytical Processing), Data Mining (DM), and cloud service, etc. to provide supporting information in customer recommendation and self-evaluation, in order to better stimulate sales and satisfy customer and management. The objectives can be achieved by enhancing the user friendliness and usage motivation, and bridging the differences between sales force and management. To evaluate the fitness of recommendation function, a set of validation measures is also developed. In addition, a stochastic mathematical model is also attempted to enhance the recommendation prediction.