Indonesia is trying to take over airspace Sector A, B, and C from Singapore and this desire has been going on for decades. To carry out these dreams, Indonesia was faced with a series of agreements with Singapore and Malaysia because both countries have interests in that airspace sector. To take over that airspace, Indonesia must perform a series of efforts. One of the efforts is by improving Air Traffic Services (ATS) quality in Indonesia. In determining ATS service quality, pilot perceiving and expectation must be assessed. Pilot employed tangible and intangible cues to determine the quality.  The author determined forty items to describe pilot perception and expectation based on 10 (ten) criteria in evaluating service quality.  Moreover, total ATS quality which is including technical quality and functional quality dimensions are clearly presented. Other factor influencing ATS quality is safety culture which is merged with ATS quality. Human factor as the main source in conducting service is described clearly in relation with ATS. Human factor become important because human and its environment can affect ATS performance. Six principles of service management are elaborated in ATS system to improve ATS quality. Combined with service and management theories to obtain the conclusion of Indonesia ATS quality and ATS readiness, this research discussed the Indonesia strategic plan to improve service quality. Then, Directorate General of Civil Aviation (DGCA) will work together with Indonesia ANSP and ATS Unit authority to manage ATS quality in Indonesia in order to taking over airspace Sector A, B, and C from Singapore.   Keywords:      DGCA, ATS, Airspace, Service quality, Safety culture, Human factor, Service management, Strategic plan. / <p>This thesis is about how to manage and improve the Air Traffic Services in Indonesia based on management an business theories.</p> / Transportation Research

Thesis (M.Tech.: Entrepreneurship)-Dept. of Entrepreneurial Studies, Durban Institute of Technology, 2004 xiv, 91 leaves / The study examines the perceptions of lecturers and students on integrating entrepreneurship training and education in the academic programme Food and Beverage Management in the Eastern Cape Technikon. The study aims to integrate entrepreneurship training and education in the academic programme, Food and Beverage Management and to promote the concept with the students in the early stages of their studies.

AbstractTitle: How Marknadsdata information AB works with relationship marketingLevel: Final Thesis for bachelor degree in Business AdministrationAuthor: Randip ChoudhurySupervisor: Dr. Aihie OsarenkhoePurpose: The purpose of this thesis is to examine how Marknadsdata information AB workswith their relationship marketing, and examine possible gaps between their strategy andimplementation of their relationship marketing. This study aims to provide insights on thecore components of CRM and the implementation of CRM strategy.Methodology: I have used primary data for this study by doing, interviews with ChristerJönsson at Marknadsdata AB to get his insight view of how the company operates to be ableto answer the purpose of this thesis which is to find out if there are any gaps in the way howMarknadsdata AB operates its business and how it resembles or differs with Donaldson’smodel. The secondary data I have used for this research is mainly from the Internet, articlesand literatureFindings: Marknadsdata information AB will not be successful on their market if they don’twork with their relationship marketing strategy. They have to keep in touch with customers,respond to the trends in the market and, in particular, to the changing demands of customers.For Marknadsdata information AB it’s important with relationship marketing both internallyand externally. Internal service quality for the company is about employee satisfaction whichultimately effects externally to customer satisfaction. By creating value to employees they cancreate value to customers.Research conclusions: Companies will not be successful on the market until they developtheir relationship marketing strategy. Companies need to keep in touch with customers,respond to the trends in the market and, in particular, to the changing demands of customers.Practical implications: By working with research and evaluating customers’ needs, which Ifound will reflect their future business. I think it’s also important that the management at thecompany works with employee’s on a regular basis. If the company doesn’t work with marketresearch and other customer generating mechanisms I think that the company is going to havedifficulties with their relationship work and to be able to make business at their market area.Value: The study shows customer relationship marketing strategy as a key to operate businessand implementing it in the organization. This thesis contributes a deeper understanding in thesubject relationship marketing.Keywords: Customer relations, Customer service management, Relationship marketing,Cross-functional integration, Management strategy

Graduation date: 1994

IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.

Thesis (M.S.)--Virginia Polytechnic Institute and State University, 1994. / Vita. Abstract. Includes bibliographical references (leaves 104-107). Also available via the Internet.

<p>The purpose of this study is to describe and analyze how companies offering tailor made products on the internet, can work with their marketing and their customer relationships. The study will answer the purpose from a service management perspective and there will also be presented theories from an Electronic Commerce perspective.</p><p>The starting point for this study was the qualitative method. The essay builds its empirical material from interviews with knowledgeable persons in the subject and the owner of the company whose products are tailor made and sold on the internet. It was conducted seven interviews, four of which were face-to-face, two conducted by mail and finally there was made a telephone interview.</p><p>Conclusions have been drawn based on the empirical material and theory. The study has been able to identify three concepts that are central to this type of product: Site-building, customer involvement and promotion & relationship management.</p>

<p>Advertisement is something that surrounds us in our everyday life. The two terms marketing and advertising are closely linked together and often considered as the same thing, although they are not. To be able to analyse the term advertisement it is crucial to separate it from the term marketing and observe advertising as a part of the complete marketing. We have two main focuses with this qualitative research and the first one of these is to analyse the changes in advertising when considering style, message and characteristics. The advertiser has a wide range of tools that he or she can use to make commercials follow the trends and changes in society. These tools can vary from the style and message of the advertisement to the actual channel that it is transmitted through. The second focus is to explore and describe the advertisements role, function and importance in the complete marketing. Advertising is one of the main parts in the Marketing Mix and we are in this research interested in describe advertising in relation to partly the other parts of the Marketing Mix but also to describe advertising in relation to other marketing perspectives such as Service Marketing and Management, Relationship Management and CRM. Also we aim to explore the different fields within Internet related marketing such as communities and describe advertising in relation to that. We aim to see if the role, function and the importance of advertising has changes because of the development of the other marketing perspectives or if advertising still have a significant role. It is important for advertisers to consider the advertisements role in their full marketing.</p>

Modernas provedoras de serviços de TI estão sob constante pressão para aumentar sua competitividade. Meios de reduzir os custos e aumentar o desempenho (i.e., produtividade e qualidade) dos serviços oferecidos são temas centrais na indústria de TI. Contudo, apesar de todos os esforços feitos até hoje, modelar e otimizar processos de TI que envolvem operadores humanos continua sendo uma tarefa complexa. O humano pode ser influenciado por inúmeros fatores e executar o processo de uma forma diferente a cada vez, portanto, introduzindo uma significativa variabilidade no resultado final do processo. Apesar de todas as pesquisas feitas até hoje terem introduzido melhorias significativas no gerenciamento de serviços, ainda restam muitos desafios (e.g., mudanças rápidas, limites orçamentários, falta de conhecimento, complexidade dos sistemas, atuais e futuros requisitos dos usuários e finalmente aumento nas expectativas dos usuários) que não foram completamente resolvidos pelos esforços atuais. Dentre todas as tecnologias disponíveis atualmente, uma em especial, conhecida como Web 2.0, ainda não foi investigada pela indústria e pela acadêmia no contexto da gerência de serviços de TI. Dentre todas as tecnologias e aplicações que definem aWeb 2.0, uma é de especial interesse nesta tese: os mashups. Mashups sao aplicacoes Web criadas a partir da composicao de recursos disponiveis online (e.g., mapas interativos, Web services, paginas HTML). Facilidade de uso, extensibilidade e desenvolvimento específico de contexto são exemplos de características apresentadas pelos mashups que os candidatam como uma solução viável para aprimorar o gerenciamento de serviços de TI. Desta forma, o objetivo desta tese é investigar a aplicabilidade de mashups como uma solução efetiva para melhorar o desempenho (i.e., em termos de produtividade e confiabilidade) de atividades de gerência de serviços de TI que envolvem operadores humanos. Em particular, esta tese tem como objetivo definir soluções de gerenciamento necessárias para melhorar e avaliar o desempenho de processos de TI. Especificamente, esta tese foca nos passos do processo que podem ser medidos através de observação ou intrumentação e que podem ser aprimorados através de projeto e automação. As soluções de gerenciamento introduzidas são investigadas através de um estudo de caso real, relacionado ao processo de Cumprimento de Requisição. O foco deste estudo de caso é nos operadores humanos com a responsabilidade de receber as requisições dos clientes e encaminhá-las paras administradores de sistema responsáveis por resolver as requisições. Neste contexto, os mashups são investigados como uma solução efetiva para lidar com ineficiências e erros introduzidos pelos operadores humanos enquanto executam suas atividades diárias relacionadas à gerência de serviços de TI. Foi realizada uma extensa investigação das tarefas realizadas por um grupo de especialistas em um centro global de suporte e entrega de serviços de TI. Os resultados demonstram a viabilidade da tecnologia de mashups como solução para aprimorar a gerência de serviços de TI. / Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance – in terms of productivity and quality – of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modelling and optimizing human-centered processes remains a burdensome task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Although the research proposed so far have introduced improvements on service management, there are several challenges (e.g., rapid change, budgetary constraints, skill shortages, system complexity, current and future user requirements, and growing user expectations) that are not completely covered by the current efforts. Among the new technologies available today, a set of novel ones, referred to as Web 2.0, has not yet been investigated by both industry and academia in the ITSM context. In the myriad of technologies and applications that define the Web 2.0, one is of special interest in this thesis: the mashups. Mashups are Web applications created through the composition of preexisting Web resources (e.g., interactive maps, Web services, traditional HTML pages, or even Flash presentations). Easiness of use, extensibility, and context specific development are examples of characteristics presented by mashups that candidate them to be a viable technology for improving IT Service Management. Therefore, the goal of this thesis is to investigate the feasibility of mashups as an effective approach to improve performance (i.e., in terms of productivity and reliability) of human-centered ITSM activities. In particular, this thesis aims to define management solutions required to deliver and demonstrate improvements in performance of humancentered ITSM processes. Specifically, the focus is on individual steps in the process that can be assessed through instrumentation or observation, and can be improved through design and automation. The analysis of exogenous events are not addressed, such as answering telephone calls or other interruptions. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process. The focus of this case study is on dispatch, an activity centered on human operators called dispatchers, with knowledge of standard fulfillment procedures. In this context, mashups are analyzed as an effective approach to cope with inefficiencies and errors introduced by human operators while performing their daily activities in the context of ITSM. An extensive analysis of tasks performed by a group of Subject Matter Experts (SMEs) in a global IT Service Support and Delivery organization was performed. The results demonstrate the viability of the mashups technology as a means for improving IT Service Management.

O planejamento de mudanças é um elemento-chave para a gerência e a operação de infraestruturas de redes e serviços. Ele compreende desde a especificação, em alto nível, de requisições e planos preliminares de mudança (por um operador da mudança) até a geração, possivelmente automatizada, de planos detalhados que, se executados, concretizarão as mudanças solicitadas (por exemplo, alteração da configuração de dispositivos de rede e implantação de novos serviços). Por limitação das soluções de refinamento existentes, um problema fundamental é que, embora corretos, tais planos de mudança podem não necessariamente estar alinhados com os propósitos definidos em nível de negócio (ex: minimização do tempo de indisponibilidade de um dado serviço). Outro problema encontrado no planejamento de mudanças de TI é a ausência de modelos e algoritmos para realizar a especificação adequada da associação de humanos a tarefas. A correta especificação pode impactar em resultados mais otimizados (menor custo de execução) e com maior qualidade (conformidade com as habilidades/experiências, requeridas pelas atividades, e adquiridas pelos recursos humanos). Para abordar estes problemas, nesta dissertação propõe-se uma solução para alinhar o planejamento de mudanças em infraestruturas de TI a objetivos/restrições de negócio, utilizando estratégias inovadoras de alocação de humanos a atividades. A solução proposta é avaliada experimentalmente por meio da implementação prototípica de um sistema de suporte à decisão denominado CHANGEADVISOR, o qual auxilia os gerentes de TI a entender o "compromisso" entre planos de mudança alternativos e a efetuar escolhas mais adequadas aos propósitos de negócio. / Change planning represents a key element for the operation and management of Information Technology infrastructures and services. Its scope ranges from the high level design of change requests and change plans (by an operator) to the generation, possibly automated, of detailed plans that, if executed, will perform the requested changes (e.g., modification of network device settings and deployment of new services). A fundamental problem - considering the limitations of existing refinement solutions - is that, although correct, these refined change plans can not necessarily be aligned with the purposes defined in the business level (eg, minimizing the downtime of a particular service). Another problem encountered in the IT change planning is the absence of models and algorithms to achieve the correct association of human to tasks. These correct association can impact in results more optimized (lower cost of deployment) and with higher quality (according to the skills/experience required for the activities and acquired by human resources). To overcome this problem, in this thesis we propose a solution for the alignment of change plans with business objectives/constraints using novel strategies for the human assignments to activities. The proposed solution is experimentally evaluated through a prototypical implementation of a decision support system called CHANGEADVISOR, which helps IT managers to understand the trade-offs between alternative change designs and to choose change plans more aligned to the business purposes.