A complexidade da atenção à saúde, como um reflexo da influência de uma diversidade de fatores sobre o processo saúde-doenças das pessoas, requer uma combinação de saberes e fazeres, com as devidas competências técnicas e relações peculiares a cada profissão de saúde, com o estabelecimento de habilidades interpessoais para a produção de relações colaborativas entre os profissionais, os usuários e as organizações de saúde. Nesse contexto, emerge o Cuidado Colaborativo que acontece quando, em uma ação coordenada na tentativa de buscar atingir maior aproximação com a integralidade da atenção de que um usuário precisa, profissionais de vários núcleos de competência e responsabilidade da saúde, diversas organizações de saúde, incluindo os usuários, trabalham juntos cotidianamente para conseguir um benefício compartilhado e obter um objetivo comum. Esse estudo teve como objetivo analisar o processo de organização para implantar o cuidado colaborativo integrante do processo de enfermagem, à adolescente com condições ginecobstétricas, a partir da atenção hospitalar, como dispositivo na contribuição da promoção da integralidade da atenção na rede de serviços do sistema de saúde. Foi desencadeada a realização de uma pesquisa-ação, organizada dentro da estrutura metodológica do processo de enfermagem, tomando por referência a implantação da Linha de Ação Teias do Adolescer, de um núcleo de extensão universitária, em colaboração com mais duas instituições, um hospital materno-infantil e de uma prefeitura, todos de um município do interior da Bahia, compondo o cenário de estudo. Teve como sujeitos do estudo em uma equipe de pesquisa-ação composta por representantes das três instituições do cenário de pesquisa. Os dados empíricos foram coletados por meio da técnica de grupos de discussão. A análise dos dados se deu pelo método de Análise Temática, tendo como apoio para isso o uso do software de tratamento de dados qualitativos NVivo 10, da QSR International. Do material empírico analisado emergiram três conjuntos temáticos: a) O cuidado colaborativo na atenção à saúde na perspectiva da equipe do Teias de Adolescer; b) A integralidade na atenção à saúde na perspectiva da equipe do Teias de Adolescer; e c) O Processo de Enfermagem no contexto do Teias de Adolescer. Os resultados analisados no processo que está, e estará, permanentemente em curso vêm apontando, mesmo de forma incipiente, que o cuidado colaborativo tem potencialidade para contribuir para o cuidado integral e servir como disparador para promoção da integralidade da atenção à saúde, seja por meio da colaboração intraorganizacional e/ou interorganizacional / Health care complexity, as a reflection of the influence of a variety of factors on people\'s health-disease process, requires a combination of knowledge and action, with the necessary technical skills and peculiar relations to each health profession, with the establishment of relational skills for the production of collaborative relationships among healthcare professionals, users and organizations. Within such context, Collaborative Care emerges when, in a coordinated attempt to seek to achieve closer ties with the comprehensive care that a user needs, accountability and specialization health professionals, health organizations, including users, work together on a daily basis to achieve shared goals and benefits. This study aimed to analyze the organization process to apply collaborative care, as constituent of the Nursing Process, to teenagers with gynecobstetric conditions, in the context of hospital care, as an approach to promoting comprehensive care in the service network of the health system. The conducted action research was organized within the methodological framework of the nursing process, with reference to the implementation of the project \"Teias do Adolescer\" (which is part of a university extension teenager health care program), in collaboration with two other institutions: a maternal and child hospital, and a city hall administration, all in a city in the interior of the State of Bahia, Brazil. As study subjects of the action research, representatives of the three mentioned institutions were involved. Empirical data were collected through discussion groups. Data analysis was made by the method of Thematic Analysis, supported by the NVivo 10 of QSR International software. The empirical material analyzed revealed three thematic clusters: a) The collaborative health care from the perspective of the \"Teias do Adolescer\" staff; b) The completeness in health care from the perspective of the \"Teias do Adolescer\" staff; and c) the nursing process in the context of the \"Teias do Adolescer\" project. The results analyzed in the ever-ongoing process have pointed out, even incipiently, that the collaborative care has the potential to contribute to a total care and serve as a trigger for the promotion of integral health care, either through intra-organizational or interorganizational collaboration

Submitted by SBI Biblioteca Digital (sbi.bibliotecadigital@puc-campinas.edu.br) on 2017-08-08T12:17:56Z No. of bitstreams: 1 PABLO GULIAS RUFINO DE FREITAS.pdf: 2140333 bytes, checksum: 1e937a0df855e15ff38bbf36da286844 (MD5) / Made available in DSpace on 2017-08-08T12:17:56Z (GMT). No. of bitstreams: 1 PABLO GULIAS RUFINO DE FREITAS.pdf: 2140333 bytes, checksum: 1e937a0df855e15ff38bbf36da286844 (MD5) Previous issue date: 2017-05-02 / Pontif?cia Universidade Cat?lica de Campinas ? PUC Campinas / Traditionally, Information Security (IS) and Quality of Service (QoS), which means the capacity of a service to satisfy the needs of a user, have been considered separately, with different purposes and needs. However, the service levels that are advertised and expected for both are strongly linked. In this sense, despite the improvement in the performance of communication and of the confidentiality, integrity and the availability of data trafficked having greater premise, there still is no standardization for the joint and efficient use of IS and QoS. There are also no defined metrics or indicators that allow for this grouped measurement. This study proposed and tested a model for the management of communication networks, based on the best practices of the library for Information Technology Service Management (ITSM), Information Technology Infrastructure Library (ITIL), having the novelty of using the information security risk management process, from the 27005 (Risk Management) standard, in conjunction with a list of requirements checks of QoS and controls from the 27002 (Code of Practice) standard. This study looks to find the equilibrium between IS, performance and productivity. The results obtained showed the effectiveness of this proposal decreasing by approximately 16%, the number of incidents directly linked to IS and QoS, detected and solved in a proactive manner. / Tradicionalmente, Seguran?a da Informa??o (SI) e Qualidade de Servi?o (Quality of Service (QoS)), que significa a capacidade de um servi?o para satisfazer as necessidades do usu?rio, t?m sido consideradas, separadamente, com diferentes prop?sitos e necessidades. No entanto, os n?veis de servi?os anunciados e esperados por ambos est?o fortemente ligados. Nesse sentido, apesar da melhoria no desempenho da comunica??o e da confidencialidade, integridade e disponibilidade dos dados transportados serem premissas maiores, ainda n?o h? uma padroniza??o para um uso conjunto e eficiente entre SI e QoS. Tamb?m n?o h? uma defini??o de m?tricas ou indicadores que possibilitem essa medi??o agrupada. No presente trabalho, prop?e-se e testa-se um modelo de gerenciamento de redes de telecomunica??es, baseado nas melhores pr?ticas da biblioteca de Gerenciamento de Servi?os de Tecnologia da Informa??o (GSTI), Information Technology Infrastructure Library (ITIL), tendo como novidade a utiliza??o do processo de gest?o de riscos de seguran?a da informa??o, da norma 27005 (Gest?o de riscos), em conjun??o com uma lista de verifica??es de requisitos de QoS e controles da norma 27002 (C?digo de pr?ticas). Este trabalho busca o equil?brio entre SI, desempenho e produtividade. Os resultados obtidos mostraram a efetividade da proposta com uma diminui??o aproximada de 16%, da quantidade de incidentes diretamente ligados ? SI e QoS, detectados e solucionados de forma proativa.

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-08-21T15:12:23Z No. of bitstreams: 1 Dissert Marcello Silveira Vieira.pdf: 6702663 bytes, checksum: ebab8c4d3c9273fc0089f1565c6ab941 (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-09-01T14:38:10Z (GMT) No. of bitstreams: 1 Dissert Marcello Silveira Vieira.pdf: 6702663 bytes, checksum: ebab8c4d3c9273fc0089f1565c6ab941 (MD5) / Made available in DSpace on 2017-09-01T14:38:10Z (GMT). No. of bitstreams: 1 Dissert Marcello Silveira Vieira.pdf: 6702663 bytes, checksum: ebab8c4d3c9273fc0089f1565c6ab941 (MD5) Previous issue date: 2016-05-30 / Os programas de excelência utilizados para avaliar instituições de ensino técnico profissionalizante, hoje não mais buscam somente a eficiência de uma gestão para objetivos pedagógicos. Atualmente, os critérios de excelência dos serviços educacionais têm foco multifuncional, buscando resultados em várias dimensões. Neste sentido, o objetivo da dissertação consiste em apresentar uma proposta metodológica que permita subsidiar as decisões no processo de avaliação de desempenho em uma instituição de ensino técnico, por meio da aplicação da técnica de similaridade com solução ideal (na língua inglesa, Technique for Order Preference by Similarity to Ideal Solution - TOPSIS). Como opção metodológica, foi desenvolvida uma pesquisa exploratória para levantamento de dados primários, seguida de aplicação da sistemática proposta e respectiva análise dos resultados obtidos. Como principal produto foi gerado um diagnóstico, por cada dimensão proposta, bem como foi possível à obtenção de um indicador global (SCORE TOPSIS) que contribuiu com um instrumento de análise comparativa do desempenho de 39 unidades operativas de uma instituição de ensino ofertante de cursos técnicos de nível médio profissionalizante. / Excellence programs used to evaluate vocational technical education institutions, today no longer seek only the efficiency of management for educational purposes. Currently, the criteria of excellence of educational services have multi-functional focus, seeking results in various dimensions. In this sense, the purpose of this work is to present a methodology that allows support the decisions in the performance evaluation process in a technical education institution by applying Technique for Order Preference by Similarity to Ideal Solution - TOPSIS. As a methodological option, an exploratory research was developed for primary data collection, followed by application of systematic proposal and its analysis of the results. As the main product has generated a diagnosis for each dimension proposal, and it was possible to obtain a global indicator (SCORE TOPSIS) which contributed a benchmarking instrument performance of 39 operating units of an educational institution offerer technical courses vocational high school.

Knowledge management is seen as a hot topic in order for organizations to become effective and utilize the knowledge residing within the organization. The most important factor in knowledge management is believed to be the knowledge transfer, which is the process of transferring knowledge between two parties. A context in which knowledge and knowledge transfer are especially important is within the best practice framework ‘ITIL’ and IT-service organizations. Therefore, the purpose with this study is to analyze how knowledge is transferred through information systems in an ITIL organization, and how the transfer process can be further understood by incorporating individual perspectives on knowledge. Besides that, our purpose is to identify factors influencing the knowledge transfer from both the organizations and the ITIL framework. The reason for this is that knowledge transfer through information systems in an ITIL context is rather underexplored, previous research regarding this is mainly focusing on putting knowledge in repositories and make it available, which is believed to create certain implications regarding the individual perspective in the creation and transfer of knowledge through information systems. These implications are something that has not been explored, which is a knowledge gap we intend to fill with this thesis. That is why we have constructed three research questions regarding how the organizations understand what valuable knowledge is, what factors that is influencing their knowledge transfer, and how these previously individual aspects can be further understood by applying the boundary object theory on knowledge transfer through information systems. From a multi case study with semi structured interviews we could collect a valuable collection of empirical data, that was collected from six respondents representing three organizations. By applying the interpretive and social constructivist research philosophy with an abductive methodological approach, previous research and the boundary object theory in combination with the theory of knowledge creation we could analyze our empirical data. Our study shows that the perspective on valuable knowledge is something with direct relation to ITIL, and highly connected to what its contribution is to the core business that the IT-service organization is helping. Valuable knowledge is also seen as stored knowledge. We can from our study also see that there are four predominant forces influencing the knowledge transfer process. We identified that the overall perspective on what knowledge is in the organization, how and what the organization values as knowledge, the ITIL framework and their knowledge management strategy directly influenced knowledge transfer. Our main finding in this study is that when organizations are transferring knowledge through information systems the individual perspective on both knowledge, knowledge creation and the knowledge transfer is one of the most important to keep in mind. The knowledge in the information systems is a way to communicate among individuals, and a way to translate one individual’s knowledge to another, hence is the individual creating the knowledge an important factor to acknowledge. We can see that aspects such as experiences, skills, insights, purposes, perspectives and contextual understandings highly influence the knowledge being created, hence the possibility to create rich knowledge at the receiver of knowledge. These aspects also influence whether the stored knowledge has any tacit elements, which seems to facilitate learning more for the receiving individual.

<p>The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction.</p><p>This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process.</p><p>Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius.</p><p>The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support.</p><p>A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information.</p><p>This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.</p> / <p>Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet.</p><p>Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen.  </p><p>Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius.</p><p>Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport.</p><p>För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information.</p><p>Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.</p>

<p> </p><p>The luxury market has steadily grown from the industrial revolution and onwards. Changes in society, trends and the increased living standards has enabled more people to consume luxury goods.</p><p>The world is going through a major economic crisis at the moment. Studies shows that companies that have focused on added value rather than lowering prices has survived past financial crisis. It is also obvious that companies act very different during times of crisis. Adding to the problem is trends that point to a more careful consumption and environmental awareness. Different source suggest different opinions on the situation and future for the luxury market.</p><p>The purpose of the study is to answer what strategies are important for luxury brands during a financial crisis.</p><p>To answer this a qualitative study is performed on Swedish luxury brands to analyse what their strategies are during the current economic crisis and compare that to how ”exclusive” or ”luxurious” they are considered. This to investigate if there is a relationship between a brands exclusiveness and chosen strategy.</p><p> </p>

本研究選擇工業電腦產業的領導廠商研華科技公司為個案研究對象，想藉由研究該公司的技術支援服務流程，來瞭解其中可能出現的問題，並進一步提出改善的建議。 在整個研究架構方面，採用Davenport and Short（1990）的企業流程再造的五階段，乃因為此架構既具有完整的流程再造觀念，也稍具執行細節的考量，因此決定以該兩位學者所提的企業流程再造五階段作為本研究架構。 根據本研究，發現其現行的技術支援服務流程有以下的問題： 1. 業務工程師花費過多時間於技術支援服務上，使得他們缺乏時間開發與創造新的商機。 2. 客戶找業務請求技術支援並不會留下記錄。 3. 業務工程師與應用工程師有遺忘客戶需求的可能。 4. 業務無法隨時掌握顧客需求被滿足的狀況。 5. 應用工程師被動等待客戶跟催。 因此本研究提出以下建議： 1. 使用「即時支援軟體」來讓客戶可以輕鬆解決自己的問題，並留下服務需求記錄。 2. 加強公司知識庫的完整性、豐富性及更新速度。 3. 使用新的技術支援服務流程以提升服務效率及反應速度。 4. 建立每日客戶需求未被滿足的清單之電腦自動回報機制。 5. 提供客戶即時查詢其需求處理狀況。 另外在進行技術支援服務流程再造的時候，需要特別注意的是，要有一個流程負責人來統管整個新流程的運作狀況，董事長與總經理應該給予最高的授權支持，而該負責人應請各相關部門派出經理級以上的人參與流程再造，藉此整合各方意見並凝聚共識，如此才可能增加推行的助力，並將可行性納入考量，不然有可能變成難以執行計畫。 除此之外，還要有搭配相對應的誘因機制，讓相關的人員可以配合與適應此一新的技術支援服務流程，因為人們面對改變總是偏向抗拒的，因此一個新流程的推行需要相對應的誘因制度設計，才能讓大家有動力去從事變革。 關鍵字：工業電腦、技術支援、企業流程再造、流程圖、服務管理

1 online resource ([13], 172 leaves) / The concept of a service-oriented approach and the role of communication in such an approach is nothing new. Service management and marketing are two constructs that are deemed invaluable for an organisation operating in the current competitive and seamless globalised business environment. Literature proposes that a market-oriented point of view is not enough anymore to achieve a competitive advantage; the core solution to an organisation's problems should lie in a management perspective that understands the internal value-generating processes of customers and employees alike. This study strives to assess the role of internal communication in creating a service-oriented approach. Particular attention is given to the support that communication can provide to an organisation wishing to establish a service-oriented approach. The evolution of the service-oriented approach is discussed along with the internal and external changes that took place in the organisational environment. A service-orientation as a possible answer to environmental changes is discussed. An assessment of the contribution of communication to service orientation was undertaken. The results of the research undertaken have led to the deduction that internal communication at George Municipality is not effective. / COMMUNICATION SCIENCE / MA - SPEC IN ORG COMMUNIC

Made available in DSpace on 2010-04-20T20:19:47Z (GMT). No. of bitstreams: 1 176599.pdf: 876932 bytes, checksum: ef8000a8886de223bc1442221f883479 (MD5) Previous issue date: 2008-04-29T00:00:00Z / Internet Banking has an increasingly role for banks and its related strategies for reducing costs, expansion and retention of user base, new business, innovation, among others. This study seeks to assess to what extent the IT management processes applied to the Internet Banking service in a retail bank are aligned with its business strategy and are effective to meet users’ quality expectations. A qualitative approach was used, through a case study on a major Brazilian financial bank. Its IT infrastructure management processes and metrics have been studied, and interviews applied to managers and analysts in the IT area. Findings suggest that the use of Internet Banking service availability as the driver of strategic alignment between IT and business areas can result in improvements in users’ satisfaction, represented by the evolution of complaints related to the Internet Banking service. / O Internet Banking assume um papel cada vez mais importante para os bancos, estando relacionado com estratégias de redução de custos, ampliação e retenção da base de usuários, possibilidade de novos negócios, inovação, entre outras. Este estudo procura avaliar em que medida os processos de gestão de TI aplicados ao serviço de Internet Banking em um banco de varejo estão alinhados com sua estratégia de negócios e se são eficazes em atender a expectativa de qualidade de seus usuários. Neste trabalho foi utilizada uma abordagem qualitativa através do estudo de caso em uma grande instituição financeira nacional, a partir da análise de seus processos e indicadores de gestão de infra-estrutura de TI e de entrevistas semi-estruturadas aplicadas a gerentes e analistas da área de tecnologia. Os resultados sugerem que a utilização da variável disponibilidade de acesso do serviço de Internet Banking como métrica diretora do alinhamento estratégico entre as áreas de TI e as áreas de negócio pode acarretar melhorias na satisfação dos usuários, representadas pela evolução do índice mensal de reclamações do serviço.

The dissertation deals with the disciplinary process of the South African Police Service - perceptions and preferences of members in the North Rand area of the Gauteng Province. A research question " How members of the SAPS in the North Rand area of the Gauteng Province perceive the disciplinary process" is investigated in this study. The researcher has conducted a quantitative research in the North Rand area of the Gauteng Province using questionnaires and literature study as the research method. The answer to the research question in this study is that members of the SAPS have a negative attitude towards the disciplinary process of the SAPS. There is also uncertainty about the duties of certain role players during the disciplinary process. / Public Administration and Management / M.A. (Public Administration)