<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.</p><p> </p><p><strong>Findings </strong></p><p>Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.</p><p> </p><p><strong>Recommendations </strong></p><p>A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.</p><p> </p>

Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. The aim of this dissertation is to provide a wider understanding of the roles of service guarantees. Data is gathered from actual customers (as opposed to fictitious participants of an experiment) and/or employees regarding service guarantees in three different service contexts. The methods used to gather and analyze the data were manifold and includes personal interviews, Mystery Shopping observations, focus group interviews and a postal survey. The results represent new knowledge when it comes to the roles of service guarantees in managing services. Previous research has almost exclusively addressed pre-purchase effects of the service guarantee, but has failed to address the impact of the service guarantee after it has been used. Therefore, the most important contribution to service research of this dissertation concern the understanding of service guarantees “in action” and the post-use effects of a service guarantee in real service settings. Another contribution is the identification of the recovery paradox; that the customer is more satisfied with the service after he or she has used the service guarantee, than before he or she experienced the original service failure. This result strongly suggests that the use of a service guarantee can make a fruitful contribution in the managing of services.

Purpose The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.   Method A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.   Findings Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.   Recommendations A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.

Denna uppsats handlar om att finna de faktorer som är viktiga för att företag inom telekommunikationsbranschen skall kunna behålla sina kunder då kärnprodukten inte längre räcker till som konkurrensmedel. Orsaker som ligger till grund för dagens situation är juridiska förändringar, globala förutsättningar samt den tekniska utvecklingen. Mot bakgrund av detta har det blivit nödvändigt att skapa värden som sträcker sig utöver kärnprodukten och därigenom tillgodoser befintliga kunders behov. De aktörer som inte klarar av detta menar vi kommer att tappa marknadsandelar och tids nog försvinna från marknaden. De fenomen som vi valt att peka på i uppsatsen är konkurrens, globalisering samt vikten av att skapa värden. För att belysa dessa har följande teorier valts; Värdekedja/ Värdestjärna, Målstyrning/ Processtyrning, Värdeskapande genom induktion, Involvement Theory, Affärsidé samt Service Management (Tjänstevision/ Tjänstekoncept). Ur dessa teorier har sedan följande syntes mynnat ut; Företaget bör: – genom interaktion med kunden upptäcka vad denne önskar sig av produkten/tjänsten och vad som får honom/henne involverad. – utforma kunderbjudandet efter de kriterier som framkommit genom interaktion, samt i enighet med företagets struktur – implementera den information som skapat företagets struktur, detta för att kundens önskemål skall formas till konkreta erbjudanden. Empirin är hämtad genom både kvalitativ och kvantitativ datainsamling. Två intervjuer genomfördes på mobiloperatörerna 3 samt Telenor. Den kvantitativa undersökningen gjordes på 25 privat abonnenter i Stockholm. Resultatet på undersökningen tyder på att de respondenter som har en hög tillfredställelse, i kombination med hög upplevd kvalité vid kontakt med företaget och framförallt med butik, också i högre grad är lojala. Som slutsats kan konstateras att kontakten med kunder är av stor betydelse när det kommer till att skapa fortsatt förtroende och därmed lojalitet. Detta värde, dialogen mellan företag och kund, värdesätts väldigt högt av båda parter och genererar även positiva effekter när det kommer till ytterligare kringvärden.

Public health was once synonymous with environmental health. However, as living conditions improved the two fields diverged. Environmental factors are again re-emerging as hazards human health. Increasing global reliance on agricultural and veterinary chemicals (AgVets) over recent decades has is now a serious public health concern. Evidence of their toxicity has prompted international efforts to minimize, monitor and manage exposure risks. Direct involvement of the primary health care workforce is seen as critical to this process, yet little data exists on the health burden on Australian rural communities imposed by these chemicals. The study presented here attempts to explore the impact of these chemicals on two rural communities in Victoria, and ascertain the how the existing primary heath care system responds to AgVet exposure issues. Health determinants are complex, and inter-related, and the client �provider interface is not an entity acting in isolation from other frameworks. The provider-client service relationship has evolved against a background of legislation and provider training. Many external factors also impinge, such as the structure and focus of the health sector, and Australia�s systematic approach to environmental and chemical management. Examination of this underlying infrastructure in Australia provided the background against which the issue of exposure to agricultural and veterinary chemicals was explored. A brief summary of international developments in this area served to provide insight as to what interventions may be introduced to address the issue of chemical exposure. A CATI (Computer Assisted Telephone Interview) survey of 1050 households sought the perspectives from two Victorian agricultural communities to gather self-reported AgVet exposure patterns and health data, and whether respondents perceived their health problems were linked to exposure. Respondents were also asked to comment on the primary health care service experiences from local providers, and which services they preferred to seek for health advice. Perspectives were then sought from all primary health care providers servicing these communities. Information was sought on their level of expertise in diagnosing, and managing exposure related illness, via face-to-face interviews, focus groups and paper surveys. The study revealed rural communities have a long history of hazardous exposure to toxic AgVets. Awareness of toxicity risks is growing, yet further scope exists to improve safe handling of chemicals. High levels of illnesses known be associated with AgVet exposure exist among rural populations. Many believe their own ill-health is linked to exposure, and express strong dissatisfaction with the apparent lack of environmental health expertise especially among their GPs. Health providers demonstrated limited understanding of the health impacts of AgVet exposure. The lack of environmental health expertise among the existing primary health care workforce means that health conditions associated with exposure to AgVets are not being identified, and the absence of health intelligence hampers health planning. In Australia, the health, environment and primary industries sectors function in effect, as distinct silos, with little cross-fertilisation. The United States has combined its agricultural chemical legislative authority to develop a focus on human health, establish direct links, and biomonitoring programs to protect human heath. The U.S. has also developed environmental health expertise at the primary health care level to address community needs as they arise. Strategies are required in Australia to connect the environment, chemical management and health portfolios, with respect to the emerging environmental issues of chemical exposure. There is a need also in Australia to inject environmental health capacity into the primary health care practice.

Segurança de TI tornou-se nos últimos anos uma grande preocupação para empresas em geral. Entretanto, não é possível atingir níveis satisfatórios de segurança sem que estes venham acompanhados tanto de grandes investimentos para adquirir ferramentas que satisfaçam os requisitos de segurança quanto de procedimentos, em geral, complexos para instalar e manter a infra-estrutura protegida. A comunidade científica propôs, no passado recente, modelos e técnicas para medir a complexidade de procedimentos de configuração de TI, cientes de que eles são responsáveis por uma parcela significativa do custo operacional, freqüentemente dominando o total cost of ownership. No entanto, apesar do papel central de segurança neste contexto, ela não foi objeto de investigação até então. Para abordar este problema, neste trabalho aplica-se um modelo de complexidade proposto na literatura para mensurar o impacto de segurança na complexidade de procedimentos de TI. A proposta deste trabalho foi materializada através da implementação de um protótipo para análise de complexidade chamado Security Complexity Analyzer (SCA). Como prova de conceito e viabilidade de nossa proposta, o SCA foi utilizado para avaliar a complexidade de cenários reais de segurança. Além disso, foi conduzido um estudo para investigar a relação entre as métricas propostas no modelo de complexidade e o tempo gasto pelo administrador durante a execução dos procedimentos de segurança, através de um modelo quantitativo baseado em regressão linear, com o objetivo de prever custos associados à segurança. / IT security has become over the recent years a major concern for organizations. However, it doest not come without large investments on both the acquisition of tools to satisfy particular security requirements and complex procedures to deploy and maintain a protected infrastructure. The scientific community has proposed in the recent past models and techniques to estimate the complexity of configuration procedures, aware that they represent a significant operational cost, often dominating total cost of ownership. However, despite the central role played by security within this context, it has not been subject to any investigation to date. To address this issue, we apply a model of configuration complexity proposed in the literature in order to be able to estimate security impact on the complexity of IT procedures. Our proposal has been materialized through a prototypical implementation of a complexity scorer system called Security Complexity Analyzer (SCA). To prove concept and technical feasibility of our proposal, we have used SCA to evaluate real-life security scenarios. In addition, we have conducted a study in order to investigate the relation between the metrics proposed in the model and the time spent by the administrator while executing security procedures, with a quantitative model built using multiple regression analysis, in order to predict the costs associated to security.

Ao longo dos anos, diferentes ferramentas vem sendo utilizadas pelos administradores de rede para realizar as tarefas de gerenciamento (por exemplo, protocolos de gerência e soluções de monitoramento de rede). Dentre tais ferramentas, a presente tese foca em Visualização de Informações (ou simplesmente InfoVis). Essencialmente, entende-se que o objetivo final dessas ferramentas de gestão é diminuir a complexidade e, consequentemente, otimizar o trabalho diário dos administradores. Assim, eles podem melhorar sua produtividade, o que incide diretamente na redução de custos. Com base nesse pressuposto, esta tese tem como objetivo investigar como promover a adoção de técnicas InfoVis pelos administradores de rede, com foco em melhorar produtividade e diminuir custos. A percepção chave é que, na maioria dos casos, os administradores de rede não são habilitados no domínio InfoVis. Desse modo, a escolha por adotar técnica InfoVis requer a imersão em campo desconhecido, podendo gerar, assim, um risco elevado nos indicadores de produtividade e custos. Em essência, essa tese argumenta que o emprego de técnicas InfoVis pelos administradores pode ser muito trabalhosa, despendendo um montante muito significativo de tempo, o que leva a diminuir produtividade e, consequentemente, eleva os custos de gerenciamento. Focando essa questão, é apresentada uma proposta para promover adoção de técnicas InfoVis, pelo encorajamento do reuso. Argumenta-se que os conceitos e princípios de reuso propostos e padronizados pelo campo da engenharia de software podem ser adaptados e empregados, uma vez que a construção de visualizações (ou seja, o projeto e desenvolvimento) é, primariamente, uma tarefa de desenvolvimento de software. Assim, a avaliação da proposta apresentada nesta tese utiliza o método Common Software Measurement International Consortium (COSMIC) Functional Size Measurement (FSM), o qual permite estimar o dimensionamento de software através de pontos por função. A partir deste método, torna-se então possível a estimativa de esforço e, consequentemente, produtividade e custos. Os resultados mostram a viabilidade e eficácia da abordagem proposta (em termos de produtividade e custos), bem como os benefícios indiretos que o reuso sistemático pode fornecer quando da adoção de visualizações para auxílio nas tarefas de gerenciamento de redes. / Throughout the years, several tools have being used by network administrators to accomplish the management tasks (e.g., management protocols and network monitoring solutions). Among such tools, this thesis focuses on Information Visualization one (a.k.a InfoVis). Mainly, it is understood that the ultimate goal of these management tools is to decrease the complexity and, consequently, optimize the everyday work of administrators. Thus, they can increase their productivity, which leads to the cost reduction. Based on this assumption, this thesis aims at investigating how to promote the adoption of InfoVis techniques by network administrators, focusing on enhancing productivity and lowering costs. The key insight is that, in most cases, network administrators are unskilled on InfoVis. Therefore, the choice to adopt visualizations can require an immersion into the unknown that can be too risky regarding productivity and cost. In essence, this thesis argues that the employment of InfoVis techniques by administrators can be very laborious by spending a significant amount of effort that decreases their productivity and, consequently, increases the management costs. To overcome this issue, an approach to promote the adoption of InfoVis techniques by encouraging their reuse is introduced. It is argued that the concepts and principles of software reuse proposed and standardized in the software engineering field can be adapted and employed once the building up of visualizations (i.e., the design and development) can be defined primarily as a software development task. So, the evaluation of the proposal introduced in this thesis employs the Common Software Measurement International Consortium (COSMIC) Functional Size Measurement (FSM) method that measures software sizing through Function Points (FP). From this method, it was possible estimating effort and, consequently, productivity and costs. Results show the feasibility and effectiveness of the proposed approach (in terms of productivity and cost) as well as some indirect benefits that the systematic reuse can provide in the adoption of InfoVis techniques to assist in the management tasks.

Segurança de TI tornou-se nos últimos anos uma grande preocupação para empresas em geral. Entretanto, não é possível atingir níveis satisfatórios de segurança sem que estes venham acompanhados tanto de grandes investimentos para adquirir ferramentas que satisfaçam os requisitos de segurança quanto de procedimentos, em geral, complexos para instalar e manter a infra-estrutura protegida. A comunidade científica propôs, no passado recente, modelos e técnicas para medir a complexidade de procedimentos de configuração de TI, cientes de que eles são responsáveis por uma parcela significativa do custo operacional, freqüentemente dominando o total cost of ownership. No entanto, apesar do papel central de segurança neste contexto, ela não foi objeto de investigação até então. Para abordar este problema, neste trabalho aplica-se um modelo de complexidade proposto na literatura para mensurar o impacto de segurança na complexidade de procedimentos de TI. A proposta deste trabalho foi materializada através da implementação de um protótipo para análise de complexidade chamado Security Complexity Analyzer (SCA). Como prova de conceito e viabilidade de nossa proposta, o SCA foi utilizado para avaliar a complexidade de cenários reais de segurança. Além disso, foi conduzido um estudo para investigar a relação entre as métricas propostas no modelo de complexidade e o tempo gasto pelo administrador durante a execução dos procedimentos de segurança, através de um modelo quantitativo baseado em regressão linear, com o objetivo de prever custos associados à segurança. / IT security has become over the recent years a major concern for organizations. However, it doest not come without large investments on both the acquisition of tools to satisfy particular security requirements and complex procedures to deploy and maintain a protected infrastructure. The scientific community has proposed in the recent past models and techniques to estimate the complexity of configuration procedures, aware that they represent a significant operational cost, often dominating total cost of ownership. However, despite the central role played by security within this context, it has not been subject to any investigation to date. To address this issue, we apply a model of configuration complexity proposed in the literature in order to be able to estimate security impact on the complexity of IT procedures. Our proposal has been materialized through a prototypical implementation of a complexity scorer system called Security Complexity Analyzer (SCA). To prove concept and technical feasibility of our proposal, we have used SCA to evaluate real-life security scenarios. In addition, we have conducted a study in order to investigate the relation between the metrics proposed in the model and the time spent by the administrator while executing security procedures, with a quantitative model built using multiple regression analysis, in order to predict the costs associated to security.

Ao longo dos anos, diferentes ferramentas vem sendo utilizadas pelos administradores de rede para realizar as tarefas de gerenciamento (por exemplo, protocolos de gerência e soluções de monitoramento de rede). Dentre tais ferramentas, a presente tese foca em Visualização de Informações (ou simplesmente InfoVis). Essencialmente, entende-se que o objetivo final dessas ferramentas de gestão é diminuir a complexidade e, consequentemente, otimizar o trabalho diário dos administradores. Assim, eles podem melhorar sua produtividade, o que incide diretamente na redução de custos. Com base nesse pressuposto, esta tese tem como objetivo investigar como promover a adoção de técnicas InfoVis pelos administradores de rede, com foco em melhorar produtividade e diminuir custos. A percepção chave é que, na maioria dos casos, os administradores de rede não são habilitados no domínio InfoVis. Desse modo, a escolha por adotar técnica InfoVis requer a imersão em campo desconhecido, podendo gerar, assim, um risco elevado nos indicadores de produtividade e custos. Em essência, essa tese argumenta que o emprego de técnicas InfoVis pelos administradores pode ser muito trabalhosa, despendendo um montante muito significativo de tempo, o que leva a diminuir produtividade e, consequentemente, eleva os custos de gerenciamento. Focando essa questão, é apresentada uma proposta para promover adoção de técnicas InfoVis, pelo encorajamento do reuso. Argumenta-se que os conceitos e princípios de reuso propostos e padronizados pelo campo da engenharia de software podem ser adaptados e empregados, uma vez que a construção de visualizações (ou seja, o projeto e desenvolvimento) é, primariamente, uma tarefa de desenvolvimento de software. Assim, a avaliação da proposta apresentada nesta tese utiliza o método Common Software Measurement International Consortium (COSMIC) Functional Size Measurement (FSM), o qual permite estimar o dimensionamento de software através de pontos por função. A partir deste método, torna-se então possível a estimativa de esforço e, consequentemente, produtividade e custos. Os resultados mostram a viabilidade e eficácia da abordagem proposta (em termos de produtividade e custos), bem como os benefícios indiretos que o reuso sistemático pode fornecer quando da adoção de visualizações para auxílio nas tarefas de gerenciamento de redes. / Throughout the years, several tools have being used by network administrators to accomplish the management tasks (e.g., management protocols and network monitoring solutions). Among such tools, this thesis focuses on Information Visualization one (a.k.a InfoVis). Mainly, it is understood that the ultimate goal of these management tools is to decrease the complexity and, consequently, optimize the everyday work of administrators. Thus, they can increase their productivity, which leads to the cost reduction. Based on this assumption, this thesis aims at investigating how to promote the adoption of InfoVis techniques by network administrators, focusing on enhancing productivity and lowering costs. The key insight is that, in most cases, network administrators are unskilled on InfoVis. Therefore, the choice to adopt visualizations can require an immersion into the unknown that can be too risky regarding productivity and cost. In essence, this thesis argues that the employment of InfoVis techniques by administrators can be very laborious by spending a significant amount of effort that decreases their productivity and, consequently, increases the management costs. To overcome this issue, an approach to promote the adoption of InfoVis techniques by encouraging their reuse is introduced. It is argued that the concepts and principles of software reuse proposed and standardized in the software engineering field can be adapted and employed once the building up of visualizations (i.e., the design and development) can be defined primarily as a software development task. So, the evaluation of the proposal introduced in this thesis employs the Common Software Measurement International Consortium (COSMIC) Functional Size Measurement (FSM) method that measures software sizing through Function Points (FP). From this method, it was possible estimating effort and, consequently, productivity and costs. Results show the feasibility and effectiveness of the proposed approach (in terms of productivity and cost) as well as some indirect benefits that the systematic reuse can provide in the adoption of InfoVis techniques to assist in the management tasks.

Esta pesquisa caracteriza-se como um estudo de caso, realizado no Núcleo de Atenção Psicossocial - NAPS “Maria Boneca”, um serviço substitutivo de Saúde Mental, na cidade de Uberaba-MG e busca compreender a dinâmica da gerência do referido serviço, enquanto um instrumento capaz de propiciar mudanças nas práticas de atenção ao paciente portador de sofrimento mental. O pressuposto deste estudo é creditar à gerência a potência de dar ao serviço substitutivo de saúde mental uma organização e dinâmica capaz de produzir no portador de sofrimento mental uma vida mais humana, mais digna e cidadã, permitindo-lhe participar do mundo em sociedade, não com o traço da estranheza e periculosidade, como geralmente lhe é atribuído, mas como alguém portador de uma diferença. A pesquisa foi realizada com dez (10) trabalhadores do NAPS, um por categoria profissional, sendo escolhidos pelo critério da antigüidade, com os quais foram realizadas entrevistas semi-estruturadas. O material empírico foi organizado segundo o método do Discurso do Sujeito Coletivo e a análise do material, feita segundo a análise de conteúdo, na vertente da Análise Temática. Do movimento de análise foi possível identificar dois (2) grandes temas: A expressão da subjetividade no trabalho em saúde mental – um trabalho muito especial e O processo de trabalho participativo enquanto um componente da gerência nos serviços substitutivos. É identificado no estudo, segundo os trabalhadores entrevistados, a importância do processo de gerência nos serviços, principalmente naqueles que pretendem atender aos portadores de sofrimento mental, demanda tão segregada socialmente e tão excluída da convivência social, especialmente da familiar. Evidencia-se a importância da participação dos usuários nos processos decisórios, pois os mesmos colaboram no sentido de permitir aos pacientes uma vivência integradora da vida e uma busca de sua identidade perdida por anos a fio nas internações psiquiátricas, e o (re)encontro com a cidadania. O trabalho aponta, como formas de participação nas decisões instâncias como a Assembléia Geral, a Reunião Clínica e as decisões que ocorrem de maneira informal, denominada de “decisões de corredor”. No estudo feito, a equipe de trabalhadores do NAPS “Maria Boneca”, se considera coesa, afetuosa, portadora de um projeto coletivo, apesar de dificuldades e diferenças; mesmo a equipe se colocando como condutora do processo gerencial, existem membros que desejariam ver no serviço uma gerência mais autoritária e hierárquica. / This study is characterized as a case study conducted in the Nucleus of Psychosocial Care – NAPS Maria Boneca, a substitute mental health service in the city of Uberaba, Minas Gerais State. It aimed at understanding the management dynamics in that service as an instrument that can propitiate changes in the practice of caregiving to patients with mental suffering. This study assumes that managers should be given the power to provide the substitute mental health service with an organization and dynamics that could offer patients with mental suffering a more human, respectale and rightful life, thus allowing them to participate in the social world, not under the shadow of strangeness or perilousness that is usuallly cast over them, but as people who bear a difference. The study was conducted with 10 (ten) workers from NAPS, one from each professioal category, who were selected according to the antiquity criterion and to whom the interviews were applied. The empirical material was organized according to the Collective Subject’s Discourse method and the analysis of such material was made through content analysis based on Thematic Analysis. From the analytical movement, it was possible to identify 2 (two) broad themes: The expression of subjectivity in mental health work – a very special type of work and The participative work process as a management component in substitute services. According to the interviewed workers, the importance of the management process in services, especially in those intending to assist mental health patients, is identified – a demand that is so discriminated socially and excluded from social living, particularly from social life. The importance of the participation of users in decision-making processes is emphasized since they contribute in order to offer patients an integrating life experience and an opportunity to search for their identity lost through the years of psychiatric hospitalizations and to the re-encountering with citizenship. The work suggests the following forms of participation in decision making: General Assembly, Clinical Meeting and the decisions that were made informally and denominated “hallway decisions”. The team of workers at NAPS Maria Boneca regards itself as cohesive, affectionate, and involved with a collective project in spite of the difficulties and differences, in addition to playing the role of a conductor of the managerial process, although there are members who would like the service to have a more authoritarian and hierarchical management.