The main goal of this thesis is to create management flight simulator for inventory management in selected company. The proposed management simulator is developed in the context of the taxonomy of decision support systems. It is a model-oriented system based on the models proposed by me and created a user interface. In this particular situation the application is realized on company Dynavix, that is a manufacturer of navigations. After opening theoretic information about models, computer technologies for systems modeling and individual phases of simulation process, there follows a case study. It is trying to find and recommend appropriate solutions of fluctuations in the need for planning the purchase of navigation Dynavix by using a system dynamics approach (developed model and its testing). The recommended solution is verified by testing hypotheses according to a predefined test scenarios.

Submitted by Irene Nascimento (irene.kessia@ufpe.br) on 2016-07-13T17:52:07Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) AVALIAÇÃO POLÍTICA DO MODELO DE GESTÃO DA ASSISTÊNCIA ESTUDANTIL NA UFRPE_fundamentos geren..(3).pdf: 2004167 bytes, checksum: 7f344bb24be2983d274915136c1b2610 (MD5) / Made available in DSpace on 2016-07-13T17:52:07Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) AVALIAÇÃO POLÍTICA DO MODELO DE GESTÃO DA ASSISTÊNCIA ESTUDANTIL NA UFRPE_fundamentos geren..(3).pdf: 2004167 bytes, checksum: 7f344bb24be2983d274915136c1b2610 (MD5) Previous issue date: 2015-06-18 / CNPQ / O presente trabalho objetiva avaliar os fundamentos ideológicos e políticos do modelo de gestão da assistência estudantil na Universidade Federal Rural de Pernambuco (UFRPE), entre os anos de 2007 e 2011, que contribuem para expansão e/ou limitação da provisão das necessidades básicas dos estudantes. No contexto da contrarreforma do Estado brasileiro, a refuncionalização do conjunto das políticas sociais para a focalização nos segmentos extremamente pobres da população é um determinante dos fundamentos ideopolíticos que orientam modelos de gestão da assistência estudantil, política em expansão nas universidades federais. Esta pesquisa procura responder ao seguinte questionamento: Como os fundamentos ideopolíticos que nortearam o modelo de gestão da assistência estudantil na UFRPE contribuíram para a expansão e/ou limitação da provisão das necessidades básicas dos estudantes? O pressuposto inicial é de que o modelo de gestão da assistência estudantil na UFRPE apresenta fundamentos gerencialistas porque confere prevalência a uma concepção reducionista das necessidades dos estudantes, sendo estas rebaixadas ao nível das necessidades de sobrevivência. Em uma abordagem qualitativa de tipo documental, esta pesquisa realiza avaliação dos conteúdos ideopolíticos que fundamentam a concepção de assistência estudantil hegemônica na UFRPE, bem como avalia a orientação ideopolítica dos seus princípios norteadores. Os dados sob análise estão dispostos em documentos que instrumentalizam a gestão da assistência estudantil na UFRPE, tais como: PDI’s, resoluções e atas de conselhos de deliberação coletiva, processos administrativos, e relatórios de gestão e de Autoavaliação. Os resultados indicam que o modelo de gestão da assistência estudantil na UFRPE confere prevalência à garantia de padrões mínimos de provisão de necessidades aos estudantes extremamente pobres. A universalização das condições de permanência, mediante o atendimento das necessidades básicas dos estudantes, cede lugar à operacionalização da gestão da pobreza, orientando a assistência estudantil numa perspectiva residual, restritiva no acesso e fragmentada no atendimento / The current project aims to assess the ideal and political fundaments of the management model about the students' support at the Rural Federal University of Pernambuco (UFRPE), between the years 2007 and 2011, which contribute to the expansion and/or the limitation in provide to the basic necessities of the students. In the context of the counter-reform of the Brazilian state, the re-function of social policies for the target in the extremely poor segments of the population, is a way to determine the basis or the political idea, which leads to management models of the students' existence, a policy in expansion at federal universities. This research aims to answer the following question: How have the political idea bases, which led to a model of management of the students' support at UFRPE, contributed to the expansion and/or the limitation in provide of the basic needs of the students? The presupposition is that the model of management for the students' support at UFRPE presents management fundaments because it shows the prevalence of a reduction conception of the students' necessities, being these ones put down to the level of the survival necessities. In a qualitative approach, such as a document one, this research evaluates the ideal political contents in its leading principles. The data under analysis are displayed in documents, which implement the students' support management at UFRPE, such as: PDI's, resolutions and the council record of proceedings from an overall deliberation, administrative processes, and reports about management and self assessment. The results indicate that the students' support management model at UFRPE shows a prevalence to the guarantees of minimum standards in provide of necessities from extremely poor students. The universal condition of permanence, due to the care of students' basic necessities, clears the way to the operation of the poverty management, guiding the students' assistance in a residual perspective, restrict in access and fragmented in assistance.

With the convergence of the wireless networks and the Internet and the booming demand for multimedia applications, the next-generation (beyond the third generation, or B3G) wireless systems are expected to be all IP-based and provide real-time and non-real-time mobile services anywhere and anytime. Powerful and efficient mobility support is thus the key enabler to fulfil such an attractive vision by supporting various mobility scenarios. This thesis contributes to this interesting while challenging topic. After a literature review on mobility support architectures and protocols, the thesis starts presenting our contributions with a generic multi-layer mobility support framework, which provides a general approach to meet the challenges of handling comprehensive mobility issues. The cross-layer design methodology is introduced to coordinate the protocol layers for optimised system design. Particularly, a flexible and efficient cross-layer signalling scheme is proposed for interlayer interactions. The proposed generic framework is then narrowed down with several fundamental building blocks identified to be focused on as follows. As widely adopted, we assume that the IP-based access networks are organised into administrative domains, which are inter-connected through a global IP-based wired core network. For a mobile user who roams from one domain to another, macro (inter-domain) mobility management should be in place for global location tracking and effective handoff support for both real-time and non-real-lime applications. Mobile IP (MIP) and the Session Initiation Protocol (SIP) are being adopted as the two dominant standard-based macro-mobility architectures, each of which has mobility entities and messages in its own right. The work explores the joint optimisations and interactions of MIP and SIP when utilising the complementary power of both protocols. Two distinctive integrated MIP-SIP architectures are designed and evaluated, compared with their hybrid alternatives and other approaches. The overall analytical and simulation results shown significant performance improvements in terms of cost-efficiency, among other metrics. Subsequently, for the micro (intra-domain) mobility scenario where a mobile user moves across IP subnets within a domain, a micro mobility management architecture is needed to support fast handoffs and constrain signalling messaging loads incurred by intra-domain movements within the domain. The Hierarchical MIPv6 (HMIPv6) and the Fast Handovers for MIPv6 (FMIPv6) protocols are selected to fulfil the design requirements. The work proposes enhancements to these protocols and combines them in an optimised way. resulting in notably improved performances in contrast to a number of alternative approaches.

<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>

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. 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. 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. 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. 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. 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. / 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. 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.   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. 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. 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. 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.