Syfte – Syftet med studien är att bidra till en ökad förståelse för samband mellan effektivitetsmått och lagerservicenivå. För att uppnå syftet har studien dels undersöktklassificeringskriteriums användbarhet i lagerverksamhet, dels olika dimensioneringsmetoders påverkan på effektivitetsmått. För att besvara syftet har två frågeställningar formulerats:(3) Hur kan en artikelklassificering nyttjas för att planera lagerhållning?(4) Hur påverkar olika dimensioneringsmetoder en verksamhets olika logistiska effektivitetsmått? Metod – En fallstudie genomfördes för att verifiera det teoretiska ramverket, där teorier kopplade till ämnesområdet samlats in samt litteraturstudie utförts för att besvara studiens frågeställningar. I genomförandet av fallstudien samlades empiri in med hjälp av historiska data från affärssystemet, vilket tillsammans med teori utgjorde grunden för analysen. Resultat – Studien fann att en flerdimensionell artikelklassificering kan nyttjas som underlag om kriterium utses efter lämpligt ändamål. Av de statistiska metoderna visade SERV2 störst förändring på lagernivåerna och var även den metod som skapade störst effekt på effektivitetsmåtten och därmed genererade störst resultatförbättring. Studienpåvisades en koppling mellan sänkt servicenivå och sänkt kapitalbindning och även mellan sänkt servicenivå och en ökad lageromsättningshastighet. Implikationer – Studien erbjuder en samlad bild på hur en ABC- analys kan tillämpas samt nyttjas för att planera lagerhållning. Vidare erbjuder studien en bild av hur de statistiska dimensioneringsteknikerna kan påverka olika logistiska effektivitetsmått. Studien kan användas som underlag för företaget samt stöd för vidare arbeten och projekt. Begränsningar – Avgränsningar i studien är på verksamhets-, mått och mätprocessnivå. På verksamhetsnivå har följande studie avgränsats till området logistik. På måttnivåberörs de interna mått som bedöms via outboundmåtten. Effektivitetsmåtten sombehandlas är kapitalbindning, servicenivå och lageromsättningshastighet. Forslund & Mattsson (2017) presenterar en mätprocess på fem steg, där studien endast omfattar steg fyra, vilken är ”mäta”. Nyckelord – Effektivitetsmått, Lagerservicenivå, Artikelklassificering, Dimensioneringsmetoder / Purpose – The purpose of the thesis is to contribute to a greater understanding of the correlation between logistics metrics and service level. To fulfill the purpose, the thesis has partly studied the usefulness of criteria for classification in warehouse operations, partly studied the impact of different stock dimensioning methods on metrics. To answer the purpose, two research questions has been formulated:(1) How can an item classification be used to plan inventory? (2) How does different stock dimensioning techniques affect a company’s different logistical metrics?  Method – A case study was conducted to verify the theoretical framework, where theories related to the subject area were collected and a literature study was performed to answer the study's research questions. While conducting the case study, empirical data were collected using historical data from the business system, which together with literature, constituted the groundwork of the analysis. Findings – The thesis found that a double ABC- analysis can be used as a good basis if criteria are chosen with regards to the suitable purpose. Of the statistical methods, SERV2 showed the largest change in inventory levels and was also the method that created the greatest effect on the metrics and thus, generated the greatest improvement in profit. The thesis demonstrated a link between reduced service level and reduced tied up capital, and between reduced service level and an increased inventory turnover rate. Implications – The thesis offers an overview of how an ABC- analysis can be applied and used to plan inventory. Furthermore, the thesis shows how the statistical dimensioning techniques can affect different logistical efficiency measures. The study can be used as framework for the case company as well as support for new projects. Limitations – Delimitations in the thesis are at a business, measure, and measure process level. At a business level, the thesis has been limited to the area of logistics. Where focus is on the internal measurements that are being assessed by outbound measurements. The metrics that are included in the study are tied up capital, service leveland inventory turnover rate, where the tied-up capital is limited to capital in stock. Forslund & Mattsson (2017) present a five-step measurement process, where the thesis only covers step four, which is “measurement”. Keywords – Metrics, Service level, Criteria for classification, Stock dimensioning techniques

L’objectif de la thèse est d’étudier la gestion de bout en bout des architectures à la SDN, et comment nos briques OSS (Operation Support System) doivent évoluer: cela implique d’étudier les processus métier associés, leurs implémentations ainsi que l’outillage nécessaire. Les objectifs de la thèse sont donc de répondre aux verrous suivants:1. Identifier les changements impliqués par l’émergence de ces réseaux programmables sur les architectures de gestions en termes d’exigences ou "requirements". L’étude peut être focalisée sur un type de réseau, mobile par exemple. 2. Identifier l’évolution à apporter aux interfaces de gestions actuelles: quelles alternatives aux FCAPS (fault, configuration, accounting, performance, and security) ? Quels changements à apporter aux couches de gestions allant du gestionnaire d’équipement ou "Element Management System" jusqu’au OSS ? / The main goal of the PhD activities is to define and develop architecture and mechanisms to ensure consistency and continuity of the operations and behaviors in mixed physical/virtual environments, characterized by a high level of dynamicity, elasticity and heterogeneity by applying a cognitive approach to the architecture where applicable. The target is then to avoid the "build it first, manage it later" paradigm. The research questions targeted by the PhD are the following: 1. Identify the changes on Network Operation Support Systems implementation when using SDN as a design approach for future networks. The study could be restricted to mobile networks for example, or sub-part of it (CORE networks, RAN, data centers, etc); 2.Identify the needed evolution at the management interfaces level: a. Shall we need alternative to the well-known FCAPS and do we still need the element management system? b. What will change to provision an SDN based service? c. How to ensure resiliency of SDN based networks?

This thesis aims to improve the inventory control system of a company´s RDC in Norrköping, Sweden. Inefficiencies and non-optimal processes have been identified in the current system, which could negatively affect operations. The study addresses three questions: understanding the current system, identifying improvements, and adjusting the improved system to fit inventory control constraints. A literature review and case study were conducted, revealing lower service levels and higher costs than expected. Experimental scenarios were simulated to examine different improvements, such as using economic order quantity, different safety stock equations, and investigating service levels. / <p>Examensarbetet är utfört vid Institutionen för teknik och naturvetenskap (ITN) vid Tekniska fakulteten, Linköpings universitet</p>

[pt] A atual situação econômica do País traz à tona a grande responsabilidade dos gestores públicos na administração dos recursos orçamentários colocados à sua disposição. Em tempos de contingenciamento, onde o Governo Federal, em atendimento a Lei de Responsabilidade Fiscal, se ver obrigado a determinar que os Órgão Públicos reduzam as despesas, devido a insuficiência de receitas, se torna primordial a elaboração eficiente de um planejamento que vise a aplicação eficaz desses recursos de forma a atender aos anseios da sociedade. Neste sentido, as Forças Armadas visando executar as atividades necessárias à manutenção da soberania nacional, têm buscado ferramentas que as auxiliem na tomada de decisão e na correta utilização dos valores recebidos. Sendo assim, esta dissertação tem por objetivo propor um modelo de alocação ótima de recursos financeiros, de forma a maximizar o nível de serviço, ou seja, elevar a disponibilidade do item no estoque, sob restrição orçamentária. A metodologia proposta foi aplicada em um caso real da Marinha do Brasil, em particular, na Divisão de Fardamento do Centro de Controle de Inventário da Marinha. Os resultados demonstram que é possível aumentar significativamente a satisfação dos clientes com os recursos disponíveis, uma vez que a solução do modelo elevou em 200 por cento o nível de serviço, passando dos atuais 24 por cento para 74 por cento. Além disso, a modelagem complementar mostrou que um incremento médio de 8 por cento no orçamento pode gerar melhorias contínuas no nível de serviço, bem como, possibilitou uma economia de 28 milhões de reais no montante total necessário para atender 100 por cento da demanda de todos os itens, ao se comparar a sua solução com o resultado obtido a partir da sistemática atualmente utilizada, o que o torna uma ferramenta útil de planejamento. / [en] The current economic situation of the country brings to light the great responsibility of public managers in the administration of budgetary resources placed at their disposal. In times of contingency, when the Federal Government, in compliance with the Fiscal Responsibility Law, is obliged to determine that the Public Agencies reduce expenses, due to insufficient revenues, it becomes essential the efficient preparation of a plan aimed at the effective application of these resources in order to meet the desires of society. In this sense, the Armed Forces, aiming at carrying out the activities necessary to maintain national sovereignty, have been seeking tools to help them in the decision-making process and in the correct use of the amounts received. Thus, this dissertation aims to propose a model for optimal allocation of financial resources, in order to maximize the level of service, that is, increase the availability of the item in stock, under budget constraint. The proposed methodology was applied in a real case of the Brazilian Navy, in particular, in the Uniforms Division of the Navy Inventory Control Center. The results show that it is possible to significantly increase customer satisfaction with the available resources, since the model s solution raised the service level by 200 per cent, from the current 24 per cente to 74 per cent. In addition, the complementary modeling showed that an average increase of 8 per cent in the budget can generate continuous improvements in the service level, as well as a saving of 28 million real in the total amount needed to meet 100 per cent of the demand for all items, by comparing its solution with the result obtained from the system currently used, which makes it a useful planning tool.

Cloud computing is perceived as the technological innovation that will transform future investments in information technology. As cloud services become more ubiquitous, public and private enterprises still grapple with concerns about cloud computing. One such concern is about service level agreements (SLAs) and their appropriateness. While the benefits of using cloud services are well defined, the debate about the challenges that may inhibit the seamless adoption of these services still continues. SLAs are seen as an instrument to help foster adoption. However, cloud computing SLAs are alleged to be ineffective, meaningless, and costly to administer. This could impact widespread acceptance of cloud computing. This research was based on the transaction cost economics theory with focus on uncertainty, asset specificity and transaction cost. SLA uncertainty and SLA asset specificity were introduced by this research and used to determine the technical and non-technical attributes for cloud computing SLAs. A conceptual model, built on the concept of transaction cost economics, was used to highlight the theoretical framework for this research. This study applied a mixed methods sequential exploratory research design to determine SLA attributes that influence the adoption of cloud computing. The research was conducted using two phases. First, interviews with 10 cloud computing experts were done to identify and confirm key SLA attributes. These attributes were then used as the main thematic areas for this study. In the second phase, the output from phase one was used as the input to the development of an instrument which was administered to 97 businesses to determine their perspectives on the cloud computing SLA attributes identified in the first phase. Partial least squares structural equation modelling was used to test for statistical significance of the hypotheses and to validate the theoretical basis of this study. Qualitative and quantitative analyses were done on the data to establish a set of attributes considered SLA imperatives for cloud computing adoption.

Lietuvos Respublikos pacientų teisių ir žalos sveikatai atlyginimo įstatyme yra įtvirtinta paciento teisė gauti ne bet kokias, o kokybiškas sveikatos priežiūros paslaugas. Minėtame įstatyme apibrėžta, kad kokybiškos sveikatos priežiūros paslaugos – tai prieinamos, saugios, veiksmingos sveikatos stiprinimo, ligų prevencijos, diagnostikos, ligonių gydymo ir slaugos paslaugos, kurias tinkamam pacientui, tinkamu laiku, tinkamoje vietoje suteikia tinkamas sveikatos priežiūros specialistas pagal šiuolaikinio medicinos ir slaugos mokslo lygį ir gerą patirtį, atsižvelgdami į paslaugos teikėjo galimybes ir paciento poreikius bei lūkesčius, juos tenkindami ar viršydami. Darbo tikslas – įvertinti Vilniaus miesto ambulatorinių asmens sveikatos priežiūros įstaigų paslaugomis besinaudojančių asmenų nuomonę apie asmens sveikatos priežiūros paslaugų kokybę Vilniaus mieste, o uždaviniai: ištirti asmens sveikatos priežiūros paslaugų kokybę, įvertinti Vilniaus miesto ambulatorinių asmens sveikatos priežiūros įstaigų paslaugomis besinaudojančių asmenų pasitenkinimą gautomis asmens sveikatos priežiūros paslaugomis ir nustatyti sąsajas tarp teikiamų asmens sveikatos priežiūros paslaugų kokybės ir respondentų pasitenkinimo gautomis asmens sveikatos priežiūros paslaugomis. Vykdant sveikatos priežiūros įstaigų teikiamų paslaugų vertinimo pacientų požiūriu Vilniaus mieste momentinį tyrimą, buvo Vilniaus miesto ambulatorinėse asmens sveikatos priežiūros įstaigose – Šeškinės, Antakalnio ir Centro... [toliau žr. visą tekstą] / The Law on the rights of patients and compensation for the damage to their health of the Republic of Lithuania establishes the right of a patient to receive not just any healthcare services but the services of high quality. The abovementioned law defines the high quality health care services as accessible, safe, efficient health improvement, disease prevention, diagnostic, patient treatment and nursing services which are provided to an appropriate patient at an appropriate time and place by an appropriate health care professional according to the level of modern medical and nursing science and good practice, taking into account the service provider’s possibilities and the patient’s needs and expectations by satisfying or exceeding them. The objective of the paper is to evaluate the opinion of individual persons who are using ambulatory personal health care institutions in Vilnius on the quality of the services they are rendered and the tasks of the paper involved examination of the quality of the healthcare services, evaluation of the satisfaction level of the individual persons who are using the services of the personal healthcare institutions in respect of the personal healthcare services they have received and establishing the correlation between the service quality of the personal healthcare institutions and the satisfaction of the respondents in relation to the personal healthcare services they have received. During the instant survey of the quality of healthcare... [to full text]

Molntjänster spelar en betydande roll i dagens samhälle och används i såväl den privata sektorn som den offentliga. I och med den utbredda användningen har det ur ett organisationsperspektiv uppstått ett behov att utvärdera tjänsterna. Denna undersökning behandlar hur företags val av molntjänster går till i praktiken, vilka krav företag ställer på molntjänster, vilka krav företag anser vara viktigast, samt hur väl molntjänster lyckas bemöta dessa krav. Undersökningen utfördes genom intervjuer och en kvalitativ analys av tre företags situationer gällande molntjänster. Sammanfattningsvis dras slutsatsen att företagens val av molntjänstleverantör beror på en kombination av lock-ins och tidigare uppfattning av leverantören. Det visade sig att krav på säkerhet och foglighet var viktigast för alla tre företag, och att alla tre även rangordnat pålitlighet och tillförlitlighet som näst viktigast. Därefter skiljer sig rangordningen av kraven något mellan företagen, vilket bland annat beror på att deras kunder har olika krav på diverse faktorer. Vad gäller bemötandet av kraven från leverantören visade det sig att alla tre företag generellt upplever en stor nöjdhet för samtliga krav.

O paradigma de computação em nuvem, por meio de seus modelos de serviço e implantação, apresenta para os provedores de serviço e consumidores benefícios e desafios. Um dos principais desafios apontados pela área de computação em nuvem é com relação à segurança da informação, especificamente a questão de conformidade com relação a contratos firmados entre o provedor e o consumidor. O acordo de nível de serviço (SLA) é um destes contratos, no qual são estabelecidos requisitos para a entrega e operação do serviço contratado pelo consumidor, bem como penalidades em caso de não atendimento a requisitos estabelecidos no contrato. Comumente, em um SLA definido entre provedor de serviço e consumidor as necessidades de disponibilidade e desempenho com relação ao serviço contratado são especificados, o que não ocorre com relação às necessidades de segurança. A necessidade de especificação de requisitos de segurança em um SLA, em especial confidencialidade e integridade, para o contexto de computação em nuvem, bem como arquiteturas de computação que tratem de requisitos de segurança em um SLA e efetuem o gerenciamento destes requisitos durante o ciclo de vida do SLA, encontram-se em evolução, se comparado aos requisitos de disponibilidade. Considerando a demanda crescente de incorporação de SLA de Segurança nos contratos de serviços de computação em nuvem, este trabalho tem como objetivo propor e avaliar um arcabouço de gerenciamento de serviços de computação em nuvem para o modelo de infraestrutura como serviço (IaaS), tendo como base requisitos de segurança especificados em um SLA, em especial os requisitos de confidencialidade e integridade. O gerenciamento proposto pelo arcabouço contempla as etapas do ciclo de vida de um SLA, que compreende as fases de: i) definir e especificar o SLA; ii) gerenciar e implantar o SLA; iii) executar e gerenciar o SLA e iv) finalizar o SLA. A validação do arcabouço proposto é realizada por meio da sua aplicação em um cenário de uso, onde será verificado o atendimento aos requisitos de segurança definidos e especificados no SLA. Para assegurar que o arcabouço proposto é seguro, bem como a sua integração com o ambiente de computação em nuvem é realizada análise de ameaças do arcabouço, e ações de mitigação apresentadas. Ao final, mostra-se que o arcabouço de gerenciamento proposto cumpre com os objetivos e requisitos propostos. / The cloud computing paradigm given its service and deployment models presents several benefits and challenges. One of the main challenges is related to information security, in particular, the compliance contracts between consumers and service provider. Service Level Agreements (SLAs) are contracts in which requirements about service operation and delivery as well as penalties in case of non-compliance of these requirements are defined. A SLA is usually defined in terms of availability and performance requirements, and data security requirements are normally not specified in details as these requirements. The need for security requirements specified in an SLA, especially confidentiality and integrity to the cloud computing paradigm, as well computing architectures to deal with SLA security requirements and management of cloud services based on SLA security requirements in an automated manner during its entire lifecycle are still in evolution, compared to availability requirements. In order to deal with these ineeds, this work aims to propose and evaluate a framework to orchestrate the management of cloud services for the infrastructure as a service (IaaS) based on SLA security requirements, specifically the confidentiality and integrity requirements. The management proposed by the framework comprehend the steps of the SLA lifecycle: i) SLA specification and definition; ii) SLA deployment and management; iii) SLA execute and monitoring; and iv) SLA termination. The validation of proposed framework is performed by its application in a usage scenario, checking the compliance with defined security requirements and specified in the SLA. To ensure the security of proposed framework and its cloud computing environment integration, a threat modeling is performed and mitigation actions are presented. At last, it is shown that the proposed management framework meets the specified framework requirements.

A economia globalizada e os avanços tecnológicos propiciaram um novo modelo de Outsourcing de Tecnologia de Informação (TI): os provedores de serviços de aplicativos (ASP - Application Service Providers). As discussões a respeito de ASP intensificaram-se nos três últimos anos, com a proposta de comercialização do software como um serviço. Quanto maior a interdependência da área de TI com as metas de negócios das organizações, maior a ênfase dada à satisfação das expectativas do cliente quanto aos serviços prestados pelos provedores. No mercado, têm-se adotado os acordos dos níveis de serviços (SLA - Service Level Agreements) como mecanismo de controle das atividades de outsourcing. Porém, essa adoção é nova e imatura, e a literatura é escassa. Tanto os provedores quanto os cliente sentem a necessidade por estruturas de implantação semelhantes às de SLA. Essa carência é ressaltada no caso dos modelos ASP. Propondo-se a contribuir com a compressão do modelo ASP e de SLA para ASP, apresenta-se uma pesquisa exploratória das características desse modelo com SLA, de modelos de qualidade de serviços de outsourcing e finalmente de considerações que devem ser feitas para garantir a qualidade dos serviços ASP, empregando-se os SLA. / The global economy and technological advances propitiated a new model of Information Technology (IT) Outsourcing: the Application Service Providers - ASP. Discussions regarding ASP became more frequent in the last three years because of the new approach of selling software as a service. As the interdependency between the IT area and the business goals of organizations becomes greater, the emphasis on fulfilling the client\'s expectations regarding service rendered by providers becomes stronger. In the market, Service Level Agreements - SLA have been adopted as control mechanisms of outsourcing activities. However, this adoption is new and immature, and the literature on the matter is scarce. Providers and clients feel the need for implementation structures similar to SLA\'s. In lhe case of ASP models, this necessity is emphasized mainly due to the lack of conceptual information on the ASP model. In order to better comprehend lhe ASP and the SLA models for ASP, I am presenting an exploratory research about the characteristics of the new approach with SLA models, outsourcing models of service quality and considerations, which must be carried out to ensure quality of ASP services employing SLA.

Submitted by Maicon Juliano Schmidt (maicons) on 2015-07-15T11:47:58Z No. of bitstreams: 1 Alex Marques de Souza.pdf: 1244274 bytes, checksum: 77cb8e1cba5bdda10b5dd9a0d7e6772a (MD5) / Made available in DSpace on 2015-07-15T11:47:58Z (GMT). No. of bitstreams: 1 Alex Marques de Souza.pdf: 1244274 bytes, checksum: 77cb8e1cba5bdda10b5dd9a0d7e6772a (MD5) Previous issue date: 2013-01-31 / Nenhuma / As empresas devem estar em constante evolução quanto ao seu desempenho, devido à acirrada concorrência existente no mercado. Sendo assim, é preciso conhecer o que o mercado deseja e manufaturar esta necessidade com o melhor desempenho operacional possível, para que se possa fazer frente à concorrência. Neste momento, entram em ação duas áreas funcionais fundamentais para tornar essa prática uma realidade, que são: Marketing e Operações. Essas duas áreas funcionais, devido às características de seus papéis e responsabilidades, podem naturalmente gerar conflitos entre si. Os conflitos se iniciam a partir do momento em que a área de operações não cumpre os prazos de entrega decididos e definidos pela área de marketing para o atendimento da demanda do mercado. Esses conflitos não podem ser eliminados, mas podem ser mantidos sob controle a partir do conhecimento dos efeitos geradores dos atrasos de entrega. Portanto, torna-se necessário o conhecimento dos impactos das decisões da área de marketing no desempenho de entrega da área de operações. Sendo assim, o objetivo desta pesquisa é identificar quais são as decisões de marketing e o quanto que elas impactam o desempenho de entrega da área de operações. Para cumprir este objetivo, as Redes Neurais Artificiais, com sua capacidade de analisar problemas reais do campo prático, apresentam-se como o método quantitativo indicado. Através das análises com o uso de Redes Neurais Artificiais, foi possível identificar que as decisões de marketing referentes à composição do canal são as de maior influência no desempenho de entrega da área de operações. Essa conclusão gera maior compreensão dos impactos que as decisões de marketing têm no desempenho de entrega da área de operações, uma vez que esse conhecimento pode ser aplicado no campo prático e científico na busca de se atender as necessidades de marketing com o melhor desempenho de entrega; ofertando ao mercado, por conseguinte, esse diferencial competitivo. / Companies should be constantly evolving as its performance due to competition on the market. Therefore, it is necessary to know what the market wants and manufacture this necessity with high operation performance, in order to compete on the market. At this time, come into play two functional areas fundamental to making this practice a reality, they are: Marketing and Operations. These two functional areas, due to the characteristics of their roles and responsibilities, may naturally lead to conflict among themselves. Conflicts begin from the moment the area of operations does not meet the deadlines decided and defined by marketing to meet the market demand. These conflicts can not be eliminated but can be kept under control from the knowledge of the effects of late delivery generators. Therefore, it is necessary to know the impact of decisions in the area of marketing delivery performance in the area of operations. Therefore, the objective of this research is to identify marketing decisions and how their impact in the delivery performance on operation area. To meet this goal, Artificial Neural Networks, with their ability to analyze problems of real practical field, present himself as the quantitative method indicated. Through analyzes using Artificial Neural Networks, we found that marketing decisions related to the composition of the channel are the biggest influence on the performance of the delivery area of operations. This conclusion leads to greater understanding of the impacts that marketing decisions have on performance delivery area of operations, since this knowledge can be applied in practical and scientific field in the quest to meet the marketing needs with the best delivery performance ; offering to the market, therefore, that competitive edge.