技師服務具有高度專業性與技術性，且與一國基礎建設具重大關係，攸關人民生命財產安全，往往受到各國政府之管制。各國為確保技師服務提供之品質，通常對於技師服務進行證照管制，令技師服務之提供限於取得該國技師資格與執業執照者始得為之。有關技師資格與核發執業執照之規定通常散落於各國國內規章中，該等國內規章之適用勢必將對技師服務貿易產生影響。 在世界貿易組織(World Trade Organization，以下簡稱WTO)之服務貿易總協定下(General Agreement on Trade in Services)，WTO會員基於自願性之基礎對各項服務部門之市場開放提出承諾，技師服務屬於專業服務之範疇，亦包含於會員可能提出開放承諾之範圍內。由於各會員國內規章之規定並不須納入會員服務貿易特定承諾表內，因此若欲了解技師服務貿易自由化之情形，除須檢視各國對於技師服務所為之開放承諾外，亦應瞭解國內規章對於技師服務貿易所造成之限制。 本文以技師資格相關之國內規章為出發點，探討國內規章對於技師服務貿易自由化所產生之影響，並針對目前國際間有關技師資格之相互認許進行討論，最後對於未來技師服務貿易自由化提出建議。 / Engineering services, with high professional specialty and technical background, plays an essential role in national infrastructure and is fatal to public security. To ensure the quality of the services provided, national governments usually implement the license regulation on engineering services. Only those who obtain the engineer qualification and acquire the license can practice their own specialty. The requirement for engineer qualification and license issuing, containing in the domestic regulations, will definitely have the impact on trades of engineering services. Under the General Agreement on Trade in Services of the World Trade Organization (hereinafter the “WTO”), WTO members make market-access commitments on a number of service sectors on the basis of voluntary. Since engineering services belongs to the category of professional services, it may also be the subject included in the commitments made by members. Since members have no obligations to inscribe domestic regulations in their schedules of specific commitments, with the purpose to understand the practical trade liberalization of engineering services, we should not simply focus on the commitments made by members, the limitation to trade of engineering services caused by domestic regulations should also be taken into consideration. This thesis initiates with the relevant domestic regulations of engineer qualification, observing how those regulations would affect the trade liberalization of engineering services. It accordingly discusses the nowadays international mutual recognition system of engineer qualification, and ends with some suggestions and thoughts regarding the future trade liberalization of engineering services.

A utilização de ferramentas externas de diagnóstico guiado tem se tornado cada vez mais importante nas atividades de pós-venda da indústria automotiva. Isso se dá principalmente devido ao uso extensivo de sistemas embarcados nos veículos, tornando-os mais complexos e difíceis de diagnosticar. Atualmente, as técnicas empregadas para o desenvolvimento da ferramenta de diagnóstico guiado são fortemente dependentes da experiência do projetista e centralizadas nas peças e subsistemas do veículo, possibilitando baixo grau de flexibilidade e reaproveitamento da informação. Este trabalho propõe uma nova metodologia para o desenvolvimento da ferramenta de diagnóstico guiado, aplicado a um estudo de caso da indústria automotiva, numa arquitetura de software em três camadas: peças e componentes do veículo, informações e estratégia para o diagnóstico e uma camada de apresentação. Isso permite grande flexibilidade no projeto da ferramenta de diagnóstico guiado para diferentes modelos de veículos, fabricantes de peças e sistemas automotivos. A metodologia proposta é aplicada em um estudo de caso de diagnóstico da Volvo caminhões, mostrando o processo de adaptação da arquitetura de software de três camadas à metodologia proposta e seu impacto no custo do desenvolvimento da ferramenta de diagnóstico. / External guided diagnostic tools are increasingly important to the aftermarket business of automotive industry. It occurs mainly due to the extensive using of embedded systems in vehicles, making them more complex and difficult to diagnose. Currently, the techniques used to develop a guided diagnostic tool are strongly dependent on designer’s experience and are usually focused on parts and vehicle’s subsystems, allowing low flexibility and reduced information reusage. This paper proposes a new methodology for development of a guided diagnostic tool applied to the automotive industry. This methodology is based on a three-tier software architecture composed of vehicle’s parts and components, diagnostic information and strategy, and presentation layer. It allows great flexibility for designing a guided diagnostic tool for different vehicle models, parts OEMs and automotive systems. The proposed methodology has been applied to a case study at Volvo Trucks. The corresponding adaptation process to the three-tier software architecture is presented as well as its impact on development costs. / 5000

The diploma work is aimed at analysis of travel trade services, provided in accomodation facilities in the country area. In the theoretical part, the term country travel trade in the Czech context is defined and discused. Development, contemporary trends and area differences in the capacity of accomodation and boarding facilities are described and discussed in the analytical part. The importance of these facilities for the regional development, including local action groups is described either. Services, presently offered, are evaluated in terms of quantity and quality; the method of mystery shopping has been used for this evaluation. Evaluated facilities are mutualy compared. Additionally, SWOT analysis and situation analysis have ben used in this work. The analysis of the data showed an ideal conditions for the development of country travel trade in the South Bohemian region of the Czech republic. The study has been situated in two districts - Jindřichův Hradec and České Budějovice. 50 facilities have been visited. In the majority of them, I have found lower standarts of provided services, compared to the demand.

Thesis( MTech( Marketing Management)) -- Cape Peninsula University of Technology, 2011 / South Africa’s retail sector is competitive, and is characterized by a tough and uncertain business environment (Barlow, 2002:21). Amidst such challenges, Dotson and Patton (1992:15-28) found that retailers do not deliver desired services to their customers. To ensure competitive survival, retailers should differentiate themselves and continuously seek ways to maximize the value that they offer to their customers (Parikh, 2006:45-55). Service quality has been identified by Berry (1986:1-9) as the most basic strategy for retailers to create competitive advantages and to improve customers’ shopping experience. This study focuses on determining consumer perceptions of service quality of large clothing retailers within the Cape Metropolitan area, with the aim of identifying areas for improvement, as well as service quality determinants, which are most important to consumers.Secondary objectives include: to establish consumer expectations in terms of service quality determinants; to establish, which areas of service quality require improvement; to provide recommendations to improve service quality based on findings from the study, and to compare consumer perceptions of service quality amongst ad hoc shoppers against those who have accounts (credit facilities) at various retail stores. Quantitative research was conducted by means of face-to-face survey research, and includes results from 120 questionnaires. Interviews, which took the form of store intercepts, were conducted outside the entrance of selected retail stores, and took place during the last week of March. Stores were selected through random multi-stage sampling, while respondents were selected through a systematic sampling process. A descriptive research design was used. The content of the questionnaire was developed based on Dabolkar, Thorpe and Rentz’s (1996:3-16) RSQS structure, which captures the dimensions of service quality in retail stores. Data was analyzed by using SPSS software, and was presented numerically by making use of charts. The major findings of the study relates to levels of consumer satisfaction with the existing levels of service quality delivered by large clothing retailers within the Cape Metropolitan area for ad-hoc shoppers, as well as account holders. The findings of this study could bring about new strategies for the improvement of service quality among large clothing retailers in the Cape Metropolitan area. These strategies will contribute towards creating a competitive advantage through the use of service quality, and will ultimately contribute towards the long-term success of large clothing retailers within the Cape Metropolitan area.

A utilização de ferramentas externas de diagnóstico guiado tem se tornado cada vez mais importante nas atividades de pós-venda da indústria automotiva. Isso se dá principalmente devido ao uso extensivo de sistemas embarcados nos veículos, tornando-os mais complexos e difíceis de diagnosticar. Atualmente, as técnicas empregadas para o desenvolvimento da ferramenta de diagnóstico guiado são fortemente dependentes da experiência do projetista e centralizadas nas peças e subsistemas do veículo, possibilitando baixo grau de flexibilidade e reaproveitamento da informação. Este trabalho propõe uma nova metodologia para o desenvolvimento da ferramenta de diagnóstico guiado, aplicado a um estudo de caso da indústria automotiva, numa arquitetura de software em três camadas: peças e componentes do veículo, informações e estratégia para o diagnóstico e uma camada de apresentação. Isso permite grande flexibilidade no projeto da ferramenta de diagnóstico guiado para diferentes modelos de veículos, fabricantes de peças e sistemas automotivos. A metodologia proposta é aplicada em um estudo de caso de diagnóstico da Volvo caminhões, mostrando o processo de adaptação da arquitetura de software de três camadas à metodologia proposta e seu impacto no custo do desenvolvimento da ferramenta de diagnóstico. / External guided diagnostic tools are increasingly important to the aftermarket business of automotive industry. It occurs mainly due to the extensive using of embedded systems in vehicles, making them more complex and difficult to diagnose. Currently, the techniques used to develop a guided diagnostic tool are strongly dependent on designer’s experience and are usually focused on parts and vehicle’s subsystems, allowing low flexibility and reduced information reusage. This paper proposes a new methodology for development of a guided diagnostic tool applied to the automotive industry. This methodology is based on a three-tier software architecture composed of vehicle’s parts and components, diagnostic information and strategy, and presentation layer. It allows great flexibility for designing a guided diagnostic tool for different vehicle models, parts OEMs and automotive systems. The proposed methodology has been applied to a case study at Volvo Trucks. The corresponding adaptation process to the three-tier software architecture is presented as well as its impact on development costs. / 5000

This research investigates the relationship between leadership and internal customer satisfaction, also called employee satisfaction in this document. The research is conducted within an automotive manufacturer situated in the province of Gauteng, South Africa. The Service Profit Chain forms the foundation on which this research is based as it suggests that the various factors within the service delivery system of an organisation ultimately affect the success of an organisation. From the Service Profit Chain, it is established that a factor that affects employee satisfaction is the leadership within the organisation. The Full Range Leadership Development Theory provides the backbone for analysing the leadership style of each manager by using the Multifactor Leadership Questionnaire. The company’s employee satisfaction model provides the theoretical construct against which the employee satisfaction of the managers’ subordinates is measured using the company’s employee satisfaction questionnaire. Information was gathered from the managers who rated their leadership styles as they perceived it; and from their respective subordinates who rated the managers’ leadership style as they perceived it and also their satisfaction as employees as they perceived it. Data obtained from each instrument, for the respective managers, was then statistically analysed. The reliability of the data could not be proved for some of the factors of the 2 research instruments. However, this research found a statistically significant relationship between transformational leadership and some factors of employee satisfaction, albeit a weak relationship. The null hypothesis was rejected and the alternate hypothesis accepted. A statistically significant relationship exists between leadership style and employee satisfaction levels within an automotive manufacturing organisation.

The subject of the thesis is the development of project documentation for the construction design of the mixed-use building in the city of Brno, a borough of Cerna Pole. The vertical load-bearing structures of the above ground floors are made of sand-lime blocks. The vertical load-bearing structures of the underground floor are made of cast-in-place concrete. The last floor has warm flat green roof. The main purpose of this building is for administration, trade and services, which make up to 60% of floor area. The rest of floor area is used for housing. On the north side is the underground parking garage. The residential part is oriented to the South, the offices are oriented to the North.

The objective of this thesis is to investigate the possibility of using machine learn- ing at Statistics Sweden within the Foreign Trade in Services (FTS) statistic, to predict the likelihood of a unit to conduct foreign trade in services. The FTS survey is a sample survey, for which there is no natural frame to sample from. Therefore, prior to sampling a frame is manually constructed each year, starting with a register of all Swedish companies and agencies and in a rule- based manner narrowing it down to contain only what is classified as units likely to trade in services during the year to come. An automatic procedure that would enable reliable predictions is requested. To this end, three different machine learning methods have been analyzed, two rule- based methods (random forest and extreme gradient boosting) and one distance- based method (k nearest neighbors). The models arising from these methods are trained and tested on historically sampled units, for which it is known whether they did trade or not. The results indicate that the two rule-based methods perform well in classifying likely traders. The random forest model is better at finding traders, while the extreme gradient boosting model is better at finding non-traders. The results also indicate interesting patterns when studying different metrics for the models. The results also indicate that when training the rule-based models, the year in which the training data was sampled needs to be taken into account. This entails that cross-validation with random folds should not be used, but rather grouped cross-validation based on year. By including a feature that mirror the state of the economy, the model can adapt its rules to this, meaning that the rules learned on training data can be extended to years beyond training data. Based on the observed results, the final recommendation is to further develop and investigate the performance of the random forest model.

Text in Afrikaans / Dit is belangrik vir 'n inligtingsdiens wat inligting aan die gemeenskap beskikbaar wil stel, om sekere faktore in ag te neem. 'n Belangrike aspek is of die instansie in staat is om 'n bepaalde diens te lewer wat betref voorraad, fasiliteite en personeel. 'n Vraag wat gevra moet word, is of hierdie diens teen betaling gelewer, of as 'n gratis diens aangebied moet word. 'n Belangrike aspek is die bemarking van dienste wat vroeer nie as deel van 'n ondememing sander winsoogmerke gesien is nie, maar deesdae deel van die bestuursproses uitmaak. Daar behoort ook 'n goeie verstandhouding en 'n vennootskap tussen die inligtingsdiens en die gebruiker in die gemeenskap te bestaan en samewerking tussen die partye behoort op hierdie wyse bewerkstellig te word. Om 'n pro-aktiewe inligtingsdiens aan te hied, is dit belangrik dat kennis geneem word van die inligtingsbehoeftes van die bestuurder in die handel en nywerheid. / Certain factors should be taken into consideration when an information service wishes to provide information to the community. An important matter is whether the institution is able to provide certain services as far as the collection, facilities and personnel are concerned. A question that should also be asked, is whether this should be a fee-based service, or a free service. Another important matter is the marketing of services, which in earlier times did not form part of a non-profit organization, but is nowadays regarded as part of normal management practice. There should also exist a good understanding and a partnership between the information service and the user in the community, and in this way co­ operation between both parties should be established. In order to provide a pro-active information service, it is important to have knowledge of the information needs of the manager in industry and commerce. / Information Science / M.Bibl. (Inligtingkunde)

聯合國教科文組織於二○○五年十月二十日通過文化多樣性公約。從談判歷史觀之，「文化多樣性」似乎是歐盟會員國於烏拉圭回合時在GATS下倡議「文化例外」之延續，也因此公約通過後，主張貿易自由化之一方擔心公約將限制貿易，而與GATS產生衝突；另一方面，主張文化保護之一方則認為公約可助其在GATS下續行推動「文化例外」，亦即將視聽服務排除GATS之適用。 本文研究之目的係在探討文化多樣性公約對於GATS視聽服務之影響。首先，本文就文化多樣性公約下的重要規定進行研析，並以視聽服務為論述核心，探討公約與GATS間的可能衝突。在綜合考量規範衝突及談判現況後，本文最後試評估公約對於GATS視聽服務之影響，並提出對未來視聽服務談判之展望。 公約下的義務，由於締約國在履行上多保有裁量權，解釋上尚難構成貿易限制或具歧視性；另一方面由於GATS規範極具彈性，WTO會員國本不負絕對的特定承諾義務。依此，公約與GATS發生衝突發生之可能性並不大。至於公約的權利規定，或有違反GATS義務之虞，惟由於締約國可選擇不行使公約權利而履行GATS義務，因此公約權利與GATS義務的衝突得以事先避免。 由於公約對GATS之衝擊有限，再加上公約將可提供一個文化議題協商之平台，公約或可紓解WTO會員國對於文化保護之關切，進而摒除彼等國家在GATS下基於文化保護而不願開放之疑慮。依此，本文研判公約對於GATS視聽服務自由化將是助力，有助於視聽服務談判之進行。鑒於GATS下並無文化一般例外以調和兩套規範，本文建議未來在WTO下可透過增訂「部長決議」，要求WTO會員國於解釋並適用GATS規定時應將公約之相關規定列入考量，俾達成公約與GATS間相互支持之目標。 / On 20 October 2005, the UNESCO General Conference approved the “Convention on the Protection and Promotion of the Diversity of Cultural Expressions.” Judging by the negotiating history, “cultural diversity” appears to be the continuation of “cultural exception” invoked by the European Communities under the GATS negotiations during the Uruguay Round. Therefore, after the Convention is approved, free trade supporters worry that the convention might restrict trade and conflict with the GATS rules. On the other hand, cultural protectionists argue that the Convention has merits in moving forward “cultural exception,” i.e. to prohibit the application of the GATS rules on the audiovisual services. The objective of the thesis is to analyze the impact of the Convention on the audiovisual services under the GATS. The thesis first studies the rules under the Convention and discusses potential conflicts between the Convention and the GATS in terms of audiovisual services. Considering both the conflicts of norms and current negotiations, the thesis attempts to assess the impact of the Convention on the audiovisual services and forecast the future of negotiations on the audiovisual services under the GATS. The obligations of the Convention may not be easy to be interpreted as trade restrictions or discriminations because States Parties can mostly reserve their rights to perform. On the other hand, GATS rules is so flexible that WTO Members need not make specific commitments under the GATS. Accordingly, the possibility of conflicts is not high. Though the rights of the Convention might be contradictory to the obligations of the GATS, States Parties can choose to perform their obligations of the GATS rather than exercise their rights of the Convention in order to preclude the existence of the conflicts. The Convention only has limited impact on the GATS. In addition, the Convention provides a forum of negotiations on cultural issues so that it might smooth over WTO Member’s concern with cultural protection and remove their doubts of liberalization on the basis of cultural protection. Judging from this, the Convention can give a boost to the liberalization of audiovisual services and facilitate the negotiations. In light of the fact that there is no general exception clauses of cultural protection under the GATS to harmonize the two international instruments, this thesis suggests that “Ministerial Decision” be adopted to request WTO Members to take relevant rules of the Convention into consideration when interpreting and applying the GATS rules in order to achieve the goal of mutual supportiveness between the Convention and the GATS.