This diploma thesis is concerned with the information systems used to support customer relationship management in organizations. The issue of CRM systems is discussed in this thesis in terms of their implementation and focusing on the banking sector. The aim of this work is to design the physical procedure of implementation of the CRM system in the banking sector, which will provide guidance, whose purpose will be to provide advice and highlighting the critical success factors in each phase of the project. The created instructions disposing fairly detailed description of each phase of the project will be very beneficial especially for banking institutions, which will be avoided well-known problems in the course of the project , and lead the CRM system implementation project to a successful conclusion. In the theoretical part the work user will be familiar with the theoretical concept of CRM and subsequently in detail with its sub-areas. Great emphasis is placed in this section in particular CRM processes. Subsequently, there will be presented the CRM systems itself, the basic distribution, functionality and, ultimately, their integration into the IS / ICT architecture of the organization. At the end of the theoretical part, the identification of the specific needs of the CRM system in terms of the banking sector will be performed. Practical work has been devoted to the implementation of the CRM system in the banking sector. In the introduction to this part the access to the draft proposal of the progress of implementation of CRM in banking sector is presented to the work user and consequently it is more generally introduced in the proposal itself. In order to thus created proposal considered is correct, this proposal was needed to confront the real CRM implementation projects in the real banking institution. Therefore, there is introduced a banking institution whose project of implementation of the CRM system will be compared with the designed physical procedure of implementation of the CRM system in other work parts. The conclusion then proceeded to a detailed presentation of the designed procedure and its confrontation with the real CRM implementation project in the banking sector.

It is generally believed that Business to Business (B2B) e-commerce has a great impact on business performance improvement. Considerable research also shows that another dependent variable, B2B e-commerce success, can be a good overall measure of B2B systems. This paper investigated and examined the impact of several factors, which are either internal or external to the firm on B2B performance improvement and B2B e-commerce success. It is suggested that the various factors affect B2B success through business performance improvement. A research model was developed to test and evaluate these factors. A survey instrument was developed to examine the relationships between these factors and business performance. Survey data was collected online from 143 companies in the U.S.A. and Taiwan where their B2B e-commerce systems were operational for more than 1 year. Structural Equation Modeling (SEM) technique was used to assess the measurement and the structural model. Analyses and results of the pooled survey data suggest that the following factors are significant in the B2B e-commerce environments: (a) alignment of business and e-commerce strategy has a positive impact on business performance, (b) strong relationships between the trading partners have a positive influence on business performance, and (c) B2B e-commerce success is significantly influenced by business performance improvements. Thus, firms that seek to implement successful B2B systems should focus on business performance improvements.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-07-20T17:28:32Z No. of bitstreams: 1 Ernesto Stangueti.pdf: 896090 bytes, checksum: bf6900280e54b4847ee7b0f318f12749 (MD5) / Made available in DSpace on 2015-07-20T17:28:32Z (GMT). No. of bitstreams: 1 Ernesto Stangueti.pdf: 896090 bytes, checksum: bf6900280e54b4847ee7b0f318f12749 (MD5) Previous issue date: 2014-11-28 / Government agencies, in Brazil and in developed countries, have established guidelines for water safety in the community, in particular in the health care of immunocompromised pacients, in this case environments hospitals that receive such patients should provide higher standards for water quality by taking immediate action to prevent waterborne infections. This paper aims to assess how hospitals that perform bone marrow transplantation (BMT) manage the critical success factors in the prevention of water contamination of their patients and extract from these assessments a model of management of hospital logistics in relation to administrative processes needed for effective control of such infection. To this end, it was chosen a case study. The interviews were conducted with professional members of Commissions Infection Control in four hospitals located in São Paulo who perform BMT. The data were analyzed using the methodology of the Collective Subject Discourse (CSD) described by Lefèvre & Lefèvre (2003). The main management practices related to water contamination were: cleaning and disinfection of water tanks and bacteriological control, installation of filters for high power filtering at the point of use (taps and showers), supply of mineral water industrialized for consumption of patients of BMT unit, institution management committee comprising representatives from all areas involved in the operations of the BMT unit. Thus, this work contributes to technological and social practice through the development of a model of hospital logistics management, collaborating in preventing Related Infections at Health Care (IRAS) in units of BMT. / As agências governamentais, no Brasil e nos países desenvolvidos, têm estabelecido diretrizes para a segurança da água na comunidade, em específico nos ambientes de atendimento à saúde de pessoas imunocomprometidas, no caso, os hospitais que cuidam de tais pacientes devem fornecer padrões mais elevados para a qualidade da água tomando medidas imediatas na prevenção de infecções transmitidas pela água. Este trabalho tem como objetivo, avaliar a forma como os hospitais que realizam transplante de medula óssea (TMO) gerenciam os fatores críticos de sucesso na prevenção da contaminação hídrica de seus pacientes e extrair dessas avaliações um modelo de gestão de logística hospitalar em relação aos processos administrativos, necessários ao efetivo controle desse tipo de contaminação. Para tanto, optou-se pela estratégia de pesquisa de estudo de caso, com a realização de entrevistas junto a profissionais membros de Comissões de Controle de Infecção Hospitalar em quatro hospitais localizados no Município de São Paulo e que realizam TMO. As informações coletadas foram analisadas através da metodologia do Discurso do Sujeito Coletivo (DSC), baseado em Lefèvre & Lefèvre, (2003). Foram elencadas as principais práticas de gestão desses hospitais em relação à contaminação hídrica, sendo: limpeza e desinfecção de reservatórios de água e controle bacteriológico, instalação de filtros de alto poder de filtragem nos pontos de uso (torneiras e chuveiros), fornecimento de água mineral industrializada para consumo dos pacientes da unidade de TMO, instituição de comissão de gestão composta por representantes de todas as áreas envolvidas na manutenção das atividades da unidade de TMO. Dessa forma, este trabalho contribui com a prática tecnológica e social, através da estruturação de um modelo de gestão de logística hospitalar, colaborando na prevenção das Infecções Relacionadas à Assistência à Saúde (IRAS) em unidades de TMO.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-06-01T14:27:25Z No. of bitstreams: 1 Henrique Monte Mor Silva.pdf: 1406942 bytes, checksum: 7199e7f52d42745812d5c3d4ff245245 (MD5) / Made available in DSpace on 2016-06-01T14:27:25Z (GMT). No. of bitstreams: 1 Henrique Monte Mor Silva.pdf: 1406942 bytes, checksum: 7199e7f52d42745812d5c3d4ff245245 (MD5) Previous issue date: 2015-02-24 / As the competitiveness increases, organizations seek for practice and continuous improvement techniques. One approach that has been outstanding, both in academic and professional field, is Six Sigma. This approach provides several benefits for organizations. However, its implementation is often inhibited by numerous barriers. Several authors seek to study these barriers and to classify them according to their relevance levels, which may vary according to the characteristics of each organization. However, there have been many contradictions between the authors on this aspect. Moreover, there are few studies on the relevance of these barriers in relation to Brazilian organizations. How would these barriers be classified in level of importance when considering Brazilian organizations? In this case, would this classification change in relation to organizational characteristics? To try to answer these questions, this study proposed to conduct a survey that has involved an extensive literature review by which it was possible to identify 16 main existent barriers. This study is characterized as an applied research concerning the nature, with quantitative approach and exploratory and correlational goals. To this end, it is intended to use the survey as a method and the questionnaire as data collection instrument. Brazilian organizations selected for the study were confined to the automotive sector. In total, the study population is made up of 529 organizations, by which were obtained 40 valid questionnaires. The study revealed that, with relation to the analyzed organizations, the most important barrier is the lack of skill and training suitable for the implementation of Six Sigma. The study also revealed that organizational characteristics such as size or type (multinational or local) are able to influence the barriers relevance order. / À medida que a competitividade aumenta, as organizações buscam obter práticas e técnicas de melhoria contínua de seus processos produtivos. Uma abordagem que vem se destacando, tanto no ramo acadêmico quanto no ramo profissional, é o Seis Sigma. Esta abordagem proporciona diversos benefícios para as organizações. Entretanto, sua implementação é, muitas vezes, inibida por inúmeras barreiras. Diversos autores procuram estudar essas barreiras e classificá-las de acordo com seus níveis de relevância, que podem variar de acordo com as características de cada organização. No entanto, muitas são as contradições entre os autores sobre esse aspecto. Além disso, poucos estudos existem sobre a relevância dessas barreiras em relação às organizações brasileiras. Como seriam classificadas essas barreiras, em nível de relevância, ao se considerar em organizações brasileiras? Neste caso, a classificação se alteraria em relação às características organizacionais? Para tentar responder estas perguntas, o presente trabalho propôs a realização de uma pesquisa que envolveu uma extensa revisão da literatura pela qual se pôde identificar 16 principais barreiras existentes. Esta pesquisa é caracterizada como aplicada, quanto à natureza, quantitativa, quanto à abordagem, com objetivos exploratório e correlacional. Para tanto, utilizou-se como método a survey, cujo instrumento de coleta de dados foi o questionário. As organizações brasileiras selecionadas para o estudo restringiram-se ao setor automotivo. No total, a população estudada é composta por 529 organizações, das quais obtiveram-se 40 questionários respondidos válidos. A pesquisa revelou que, em relação às organizações analisadas, a barreira mais relevante é falta de habilidade e de treinamento adequado para a implementação do Seis Sigma. Também revelou que características organizacionais como o porte ou a abrangência (multinacional ou local) podem influenciar na ordem de relevância dessas barreiras.

There is enormous pressure on organizations that they need to change to become more efficient, andmany changes are related to IT. Tougher competition in the market forces organizations to beinnovative. Being innovative does not necessarily mean that you have product innovations but also thatyou best can take advantage of new knowledge. In recent years, many companies have replaced itslegacy systems with a fully integrated ERP system. Majority of these organizational changes, due to theimplementations of ERP, fail.It is one of the reasons that many researchers have been interested in identifying factors critical forsuccessful change. In this study are the most common critical success factors, according to previousstudies, set in contrast to the change process that was carried out on Axfood. Many people havehighlighted the change process in Axfood as a successful example and it is therefore interesting to see ifwe can draw some lessons from the successful example that may be of benefit to other companies.In addition to previous research on the subject, I use the theories of Change Management andAbsorption Ability as a theoretical frame of reference.The study shows that the work of change management and the work of strengthening the organization'sabsorption capacity were two parallel ongoing processes that are to be regarded as interdependent foroptimal success. Corporate management's commitment is also considered a critical success factor. Workwith change management is considered by the respondents to be essential for all organizational changes.The respondents emphasized the importance of not neglecting the work of continuously strengtheningthe organisation's absorption capacity. The respondents believe that the continuous work to strengthenAxfood's absorption capacity was what permeated the entire change process and is the key to successwith the change work. / Organisationer måste anpassas och därmed förändras för att fortleva. Flera av dessa förändringar ärrelaterade till IT. Ett ökat konkurrenstryck på marknaden har resulterat i organisationer förväntas varainnovativa. Att vara innovativ behöver nödvändigtvis inte innebära att man har produktinnovationerutan också att man på bästa sätt kan tillvara på ny kunskap. På senare år har många företag ersatt sinatidigare system med ett övergripande affärssystem. Med övergripande affärssystem menas att systemetger kontroll och översikt över hela verksamheten. Många av dessa organisationsförändringar, till följdav implementeringar av affärssystem, misslyckas. Misslyckas på så sätt att implementeringsprocessendrar över den planerade tiden och den tänkta budgeten, missnöje bland anställda uppstår och väsentligaffärsnytta drabbas. Många företag går in i en implementeringsprocess utan att riktigt veta vad de har att ståinför. Det är en av anledningar att flera forskare har varit intresserade av att identifiera faktorer som ärkritiska för en framgångsrik implementering av ett nytt affärssystem.Flera har lyft fram implementeringen av affärssystemet SAP på Axfood som ett framgångsrikt exempeloch därför är det intressant att se om vi kan dra några lärdomar från det som kan komma andra till del.Förutom tidigare forskning i ämnet, använder jag mig av teorierna Förändringsledning ochAbsorptionsförmåga som en teoretisk referensram. Av studien framgår att arbetet medförändringsledning och arbetet med att stärka organisationens absorptionsförmåga var två parallelltpågående processer som är att betrakta som ömsesidigt beroende för optimal framgång.Företagsledningens engagemang betraktas också som en kritisk framgångsfaktor. Arbete medförändringsledning anses av respondenterna som essentiellt för alla organisationsförändringar.Respondenterna framhävde vikten av att inte försumma arbetet med att kontinuerligt stärkaorganisationens absorptionsförmåga. Respondenterna menar att det kontinuerliga arbetet med att stärkaAxfoods absorptionsförmåga var det som genomsyrade hela förändringsprocessen och är nyckeln tillframgång med förändringsarbetet.

Syftet med föreliggande studie är att undersöka vilka framgångsfaktorer som finns i undervisningen, ur ett specialpedagog-, lärar- och elevperspektiv. På vilket sätt kan lärare arbeta med ledning och stimulans på gruppnivå, för att undvika för många extra anpassningar på individnivå? Utifrån studiens syfte har tre frågeställningar utformats och dessa är; Vad anser eleverna gynnar deras lärande i den undervisning de möter? Vad anser specialpedagoger och lärare gynnar eleverna i deras lärande? Vilka specialpedagogiska perspektiv framkommer i synen på elever? Metoden är kvalitativa intervjuer med tre lärare, tre specialpedagoger, och tre fokusgruppsintervjuer med fem elever i varje. De teoretiska perspektiv studien utgår från är det sociokulturella perspektivet med utgångspunkt i Vygotskijs fokus på relationer och samspel. Även de specialpedagogiska perspektiven, relationellt- och kategoriskt perspektiv ligger till grund för studien. Resultatet visar att det finns många framgångsfaktorer när det handlar om undervisningsmetoder och planering. Elever, lärare och specialpedagoger påvisar samma saker som centrala för att uppnå kunskapskraven. Visuellt stöd, begreppsinlärning, olika stödstrukturer och samarbete är några av de faktorer som lyfts. Resultatet visar även att relationen mellan lärare och elev har en central roll i elevernas lärande och utveckling. Relationen skapar trygghet, ökar elevernas självförtroende och får eleverna att känna tillhörighet, vilket skapar bättre förutsättningar för elevernas lärande. / The purpose of this study is to identify the key success factors in teaching, from a special educator, teacher and pupil perspective. How can leadership and stimulation at a group level be applied in order to avoid excessive personalized adaptations at an individual level? Based on the purpose of the study, three questions have been formulated; What do the pupils consider to be beneficial in the education they get? What do special educators and teachers consider to be beneficial in the education they conduct? What special educational perspectives emerge with the pupils in mind? The chosen method is qualitative interviews with three teachers, three special educators and three focus groups with five pupils in each. The theoretical perspective this study is based on is the sociocultural perspective using Vygotskijs’ focus on relationship and teamwork. The study is also based on the special educational perspective, the relational perspective and the categorical perspective. The result shows that there are several success factors when it comes to teaching methods and planning. , teachers and special educators identify the same factors to be critical in order to achieve the required educational proficiency. Visual aids, learning concepts, different support structures, and collaboration are some of the main factors identified. The result also shows that the relationship between the teacher and the pupil is key when it comes to learning and development. A good relationship creates safety, increases students’ self-confidence and generates a sense of belonging. This environment creates a better foundation for the pupils’ learning.

<p>In the field of the construction industry, the research work has been widely focused on identifying key performance indicators and critical success factors without assessing the impact of conflict environment factors. This study focusses on the impact of post-conflict environment factors on local construction organization performance. This research presents a performance prediction model comprising the effect of post-conflict environment factors on construction organization performance. The proposed framework of this study has four stages: identify key performance indicators (KPIs), identify post-conflict environment impacting factors, determine critical success factors (CSFs), and formulate success strategy to improve performance. Analytical hierarchy process (AHP) and multiple linear regression (MLR) techniques are applied to analyze the data.</p> <p>The study finding indicates that there is a significant relationship between the post-conflict condition impacting factors and local construction organization performance, which is insufficiently studied in previous research work. Thus, the developed framework will benefit academic scholars and industry practitioners to analyze and evaluate challenges and opportunities caused by different external environment conditions in the post-conflict construction industry. </p>

Examensarbetet syftar till att bidra med kunskap kring vilka framgångsfaktorer och hinder det kan finnas vid utvecklingsprojekt i skolor och hur resultatet av ett projekt kan upplevas av pedagogerna. Syftet är även att undersöka på vilket sätt specialpedagogerna varit delaktiga i utvecklingsprojektet. Vid utvecklingsarbete i skolan är det bland annat viktigt med ett fungerande systematiskt kvalitetsarbete som grund för utvecklandet av verksamheten. Rektors roll och ledarskap har stor betydelse liksom hur man i utvecklingsarbete tar sin utgångspunkt i den dagliga verksamheten. Annat som kan vara av vikt är till exempel kontinuitet, vilka normer och värderingar som råder på skolorna samt om specialpedagogen har en roll i arbetet. Vi har undersökt ett befintligt projekt som bedrevs i sju skolor i en svensk stad under ett läsår. På fyra av skolorna har vi gjort kvalitativa undersökningar genom intervjuer med pedagoger och specialpedagoger. Vi använde oss av chatintervjuer genom delade dokument i Google Drive. Lärande i organisationer inom organisationsteorin och den institutionella teorin användes för att analysera vårt resultat. Resultatet visar att det fanns många hinder som gjorde projektet mindre lyckat. Till exempel var målen otydliga, pedagoger kände en brist på ledarskap, rektorer slutade, dåliga organisatoriska förutsättningar och svag koppling till verksamheternas vardagsarbete. Målen för projektet nåddes ej och det arbete som sattes igång avstannade på samtliga skolor. Specialpedagogerna var inte delaktiga i arbetet med projektet. En slutsats är att skolan är en komplex verksamhet och varje skola har olika förutsättningar, både organisatoriskt och gällande värderingar och normer. Detta påverkar arbetet i skolan och måste tas hänsyn till vid utvecklingsarbeten. / The purpose of our study is to contribute with knowledge about factors that can hinder and promote developing projects in schools and how the teachers can experience results of a specific project. Our purpose is also to study the participation of special educational needs coordinator, SENCO, in this specific project. When we want to develop our schools it is important to have a systematic circle of analysis and evaluation. The role and leadership of the principal is of great importance as well as how well the developing project is founded in the daily activities of the school. Key factors can also be continuity, norms and values as well as to what degree the SENCO is involved. Our study is of an existing project that were carried out in seven schools in a Swedish city during one year. We have made qualitative studies in four of the schools through interviews with teachers and SENCOs. We used chatinterviews with a shared document in Google Drive. Learning organization in Organization theory and Institutional theory were used to analyze our results. Our results shows that the project were not very successful due to many hindrances. The objectives of the project were for example not explicit, there were lack of leadership, some of the principals ended their jobs, the organizational structures for the teachers were unsatisfying and there were weak correspondence with the daily work of the schools. The objectives for the project were not met and the work that were launched in the beginning of the year stopped after one year in all of the studied schools. The SENCOs did not participate in the project. Our conclusion is that every specific school has its own organizational foundation as well as its own set of values and norms. This has to be taken in consideration when we want to make changes and work with developing projects.

Erfarenheter från Sverige och internationellt visar att det finns brister i förmågan att hantera kriser. Det är framför allt förmåga att agera tillsammans och samordnat med olika aktörer som behöver utvecklas. I detta visar även forskning att det blir allt vanligare att arbeta i tillfälliga team, inom vilka externa experter i ledande befattning ofta tillsätts för att kunna hantera pågående kriser. Syftet med denna studie har varit att få en djupare förståelse för potentiella framgångsfaktorer och utmaningar som tillfälliga team och dess ledare kan möta under pågående kriser. Utifrån en kvalitativ ansats genomfördes sex semistrukturerade intervjuer med deltagare som har erfarenhet av att verka som externa experter i ledande befattning i tillfälliga team. Under intervjuerna beskrev deltagarna sina upplevelser, tolkningar och erfarenheter av att arbeta under dessa omständigheter. Resultatet av det insamlade materialet resulterade i fyra framträdande dimensioner: organisatoriska faktorer, ledarskap, teamfaktorer och individfaktorer. Samtliga dimensioner påverkar arbetet i varierande grad under pågående kris och inkluderar såväl framgångsfaktorer som utmaningar. Det framkom också att respektive dimension inte bör ses som en självständig enhet, utan som en del av en nödvändig synergi där samtliga dimensioner påverkar varandra. Att kunna arbeta tillsammans i samspel med andra framkom som avgörande faktor för att på bästa sätt kunna hantera pågående kriser. Ingen enskild individ, tillfälligt team eller aktör kan ensam på ett framgångsrikt vis hantera pågående kris. Att tillsammans kunna möta och hantera allt vad pågående kris kan innebära har visat sig vara avgörande. / International and Swedish experiences indicate deficiencies regarding the ability to handle crises. Above all it is the ability to act coordinated with others that is in need of improvement. Current research also shows that it is becoming more and more common to work in temporary teams, in which external experts are called in to help deal with ongoing crises. The purpose of this study ha been to gain a deeper understanding of potential success factors and challenges that temporary teams and external experts in leading positions, may face during ongoing crises. Through a qualitative approach, six semi structured interviews were made. During these interviews the participants, who had expertise and knowledge from working in these specific circumstances, described their views, interpretations and experiences regarding exercise of leadership in temporary teams. The analysis resulted in four prominent dimensions and indicates that organizational factors, leadership, team factors and individual factors commonly affect the ongoing work during crises and includes success factors as well as challenges. It also became clear that each of these dimensions should not be seen as independent entities, but instead as a part of a synergy in which all dimensions affect each other. To be able to work well together with others in a functioning synergy, appears to be crucial. No man, woman, team or actor can in a successful way handle a crisis by themselves. The key factor therefore appears to be the ability to act together.

A large number of studies have been carried out in recent years to investigate the success factors in elearning. Based on the large number of studies, an opportunity to conduct a literature review to compile the information was identified. The chosen method for the study is a literature review based on 22 scientific articles. Based on the identified literature, two theories have been central, the Technology Acceptance Model and the Unified Theory of User Acceptance and Use of Technology. The literature is not completely unanimous on the success factors that are most critical for getting students to use elearning. Overall, two success factors from each model were identified: Perceived Usefulness and Perceived Ease of Use from TAM and Performance Expectancy and Effort Expectancy from UTAUT. The articles indicate that the success factors look different depending on how different generations view and use modern technology, as well as cultural differences. / Ett stort antal studier har gjorts de senaste åren för att undersöka framgångsfaktorer inom e-lärande. Utifrån de stora antalet studier sågs en möjlighet att genomföra en litteraturstudie för att sammanställa informationen. Detta arbete är en litteraturstudie som bygger på 22 vetenskapliga artiklar. Utifrån den identifierade litteraturen har två teorier varit centrala, Technology Acceptance Model och Unified Theory of User Acceptance and Use of Technology. Litteraturen är inte helt enig om vilka framgångsfaktorer som är mest kritiska för att få studenter att använda e-lärande. Överlag identifierades två framgångsfaktorer från varje teori: Perceived Usefulness och Perceived Ease of Use från TAM och Performance Expectancy samt Effort Expectancy från UTAUT. Utifrån artiklarna tyder det på att framgångsfaktorerna ser olika ut beroende på generationsskillnader i syn på modern teknik och modern teknikanvändande, samt kulturella skillnader