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Submitted by Vinicius Augusto Grande (viniciusagrande@gmail.com) on 2021-12-13T20:00:23Z No. of bitstreams: 1 Dissertação - Vinicius Grande.pdf: 1922083 bytes, checksum: a5692397c317bf2e3646edf65de63507 (MD5) Approved for entry into archive by Pamella Benevides Gonçalves null (pamella@feg.unesp.br) on 2021-12-21T18:20:20Z (GMT) No. of bitstreams: 1 grande_va_me_guara.pdf: 1922083 bytes, checksum: a5692397c317bf2e3646edf65de63507 (MD5) Made available in DSpace on 2021-12-21T18:20:20Z (GMT). No. of bitstreams: 1 grande_va_me_guara.pdf: 1922083 bytes, checksum: a5692397c317bf2e3646edf65de63507 (MD5) Previous issue date: 2021-11-12 Para lidar com o crescente volume de trabalho e a necessidade de eficiência, empresas têm inovado nas formas de digitalização e sistematização de processos a fim de se manterem competitivas. As instituições financeiras e bancos também enfrentam essa necessidade, competindo com empresas que já nascem digitais. Dessa forma, áreas primordiais nessas instituições, como o back-office, investem na automatização de processos de negócio por meio de Robotic Process Automation (RPA). Esta é uma tecnologia emergente que permite a automatização de processos, simulando ações humanas, não necessitando ou com o mínimo de envolvimento das áreas de Tecnologia da Informação. Muitos estudos comprovam a eficácia dessa tecnologia, porém se deparam com o dilema de quais processos devem ser selecionados para automatização e se serão efetivos ao serem automatizados. Assim, utilizando Design Science como modelo de pesquisa, fora proposto um sistema que permite auxiliar na identificação se um processo deve ou não ser automatizado. Realizou-se então entrevistas com especialistas em RPA das áreas de back-office de uma instituição bancária. Com isso, foi possível elencar critérios de processo, orçamento e tecnologias que são relevantes para tomada de decisão sobre automatizar processos utilizando técnicas de Lógica Fuzzy e sistemas de inferência Fuzzy. Os resultados obtidos refletem a eficiência dos sistemas de inferência Fuzzy ao representar a lógica humana, confirmados com simulações e pesquisas com casos reais em uma instituição pesquisada. To deal with the increasing work volume and efficiency need, companies must innovate in process digitalization and systematization in order to maintain competitive. Financial institutions and also banks are facing this necessity, competing against digital enterprises by default. Thus, primordial areas in these institutions, back-office for instance, are investing on business process automation through Robotic Process Automation (RPA). This is an emerging technology that allows to automate process with little or no IT areas involvement. Although many studies establish this technique efficacy, it faces the challenge of which business process may be selected to be automated and whether will be efficient. Hence, applying Design Science framework as research model, has been proposed a system that assists choosing if a process should be automated or not. A semi structured interview has been conducted with back-offices RPA experts from a bank institution. As a consequence, has been possible to list all process, budget and technological criteria that are relevant to help decide which process automate, using fuzzy logic and fuzzy inference system technics. The results reflect the fuzzy inference system efficiency to represent human logic, evidenced by simulations and real case simulations at the researched institution.

Submitted by Maria Helena Ribeiro (helena.ribeiro@lisboa.ucp.pt) on 2020-10-21T08:55:22Z No. of bitstreams: 1 152118286_Goncalo Carmo_DPDFA_Revised2904.pdf: 662549 bytes, checksum: 5eefac1c62e0ac81b03b563b19690e30 (MD5) Approved for entry into archive by Maria Helena Ribeiro (helena.ribeiro@lisboa.ucp.pt) on 2020-10-21T08:55:58Z (GMT) No. of bitstreams: 1 152118286_Goncalo Carmo_DPDFA_Revised2904.pdf: 662549 bytes, checksum: 5eefac1c62e0ac81b03b563b19690e30 (MD5) Made available in DSpace on 2020-10-21T08:55:58Z (GMT). No. of bitstreams: 1 152118286_Goncalo Carmo_DPDFA_Revised2904.pdf: 662549 bytes, checksum: 5eefac1c62e0ac81b03b563b19690e30 (MD5) Previous issue date: 2020-05-28

Within digital transformation, which is continuously progressing, robotic process automation (RPA) is drawing much corporate attention. While RPA is a popular topic in the corporate world, the academic research lacks a theoretical and synoptic analysis of RPA. Conducting a literature review and tool analysis, we propose – in a holistic and structured way – four traits that characterize RPA, providing orientation as well as a focus for further research. Software robots automate processes originally performed by human work. Thus, software robots follow a choreography of technological modules and control flow operators while operating within IT ecosystems and using established applications. Ease-of-use and adaptability allow companies to conceive and implement software robots through (agile) projects. Organizational and IT strategy, governance structures, and management systems therefore must address both the direct effects of software robots automating processes and their indirect impacts on firms.

Le back-office désigne un "ensemble des activités de support, de contrôle, d'administration d'une entreprise". Il est souvent le grand oublié des titulaires qui se focalisent sur le front-office et la surface de vente. Cette zone est un point stratégique pour la gestion informatique des stocks, son aménagement doit être pensé en amont pour être performant et le management des équipes s'opère depuis cette zone. La qualité des actions qui y sont menées sera le reflet de la satisfaction patient et permettra au pharmacien de demain de relever de nouveaux défis comme la sérialisation, les entretiens thérapeutiques et la vaccination. Toutes ces actions doivent être pensées depuis le back-office qui est le point névralgique de l'entreprise.

The author considers questions of management by human resources as one of the primary functions of management in the banking sphere. It is specified that the basis of the management concept of the personnel structure of an organisation is the increasing role of workers, knowledge of their motivational installations, ability of their organisation and direction according to the tasks which the organisation faces. A block diagram of an operational office, which is the lowest link of any credit organisation, is provided and analysed. Categories of employees working in a credit organisation, with the description of their primary functions are presented. The article also contains illustrative material in the form of the following schemes and charts: a general scheme of a credit organization, a volume chart of a ratio of professional categories in the conditions of activity specialization in one of regional offices, flat charts of the age structure of the personnel of credit organizations of the Russian Federation and a percentage ratio of workers with higher education. Finally, the author presents formation of perspective directions of highly skilled personnel potential for ensuring the guaranteed achievement of positive results.

International audience; The sociology of prisons has long documented the central role of informal and interpersonal negotiations between prisoners and prison officers within a highly bureaucratized custodial institution. This paper seeks to contribute to our understanding of the role of communication behind bars, as it focuses on the exchanges between prisoners and a professional group — prison middle management — that has received little scholarly attention. Unlike frontline guards, middle-ranking officers hold significant discretionary power in the day-to-day issues of prison life. In particular, this analysis underlines the relational work that takes place during prison hearings, which are formal face-to-face meetings between a prisoner and a middle-ranking prison officer. In addition to one-off transactions, hearings provide an opportunity for the construction of a fragile and asymmetrical cooperation between structurally antagonistic participants. Indeed, hearings may establish reciprocal relational expectations that help to redefine the nature of institutional restraint as well as the repertoires of action available to the actors of the prison system. Through the relational investment of discretionary power in the hearing, penal power becomes hybrid, combining personal dependence and bureaucratic norms, moral obligations and legal formalism. The study of prison hearings thus raises the question of the role of relational work and its reinvestment in formal settings within penal institutions. Often reduced to their role in the enforcement of public policies, middle-managers are instrumental in such back-office relational work.First-Prize Winner of the « Young Author Award » granted by the "Sociologie du travail" journal in 2017.; La sociologie carcérale a documenté la place centrale des négociations informelles et interpersonnelles entre prisonniers et surveillants pénitentiaires, dans une institution de contrainte largement bureaucratisée. Cet article entend enrichir la compréhension de la place de la communication en prison en rendant compte des échanges entre prisonniers et une catégorie peu étudiée des professionnels, l’encadrement pénitentiaire de proximité. Contrairement aux agents de première ligne, ces « gradés » pénitentiaires détiennent un pouvoir largement discrétionnaire sur les enjeux quotidiens de la vie en détention. En étudiant plus particulièrement les « audiences », entretiens interpersonnels en face à face, l’analyse souligne le travail relationnel réciproque qui s’y déploie. Au-delà de simples transactions ponctuelles, l’audience autorise l’instauration d’une coopération fragile et asymétrique entre acteurs a priori antagonistes. Elle stabilise ainsi des attentes relationnelles qui contribuent à redéfinir la nature de la contrainte institutionnelle et des répertoires d’action des acteurs de la détention. Par l’investissement relationnel du pouvoir discrétionnaire à l’audience, le pouvoir carcéral s’hybride, articulant dépendance personnelle et normes bureaucratiques, obligations morales et formalisme légal. L’étude des audiences pénitentiaires invite ainsi à penser la place et les modalités d’un réinvestissement institutionnel du travail relationnel par les agents intermédiaires, souvent réduits à leur rôle dans la traduction entre la conception et l’application de réformes institutionnelles.Lauréat du premier prix « Jeune Auteur 2017 » de la revue Sociologie du travail

Магістерська дисертація: 94 с., 21 рис., 32 табл., 1 додаток, 30 джерел. Актуальність. Кожен із нас щодня отримує досить велику кількість інформації. Не завжди отримана інформація є релевантною, що зумовлює необхідність пошуку джерел, які будуть цікавими та яким можна довіряти. Більшість людей мають роботу, також багато хто має якісь захоплення. В обох випадках перед особою може постати задача у вивченні чогось нового, в поглибленні знань в певній сфері. Також майже кожен щодня дивиться фільми або читає книги, або ж прослуховує музику. І відповідно щоб виконати ці дії перед тим потрібно знайти матеріал, який буде цікавим. Досить часто особа тоне в тій величезній кількості матеріалів, коли шукає, саме те що їй потрібно. Адже до прикладу ми можемо знайти до 10, а інколи і більше книг на одну тему, а перечитати всі в нас просто не вистачить часу. В описаних випадках виникає необхідність спитати в когось поради, і звісно не завжди в нас є така можливість. В таких випадках на допомогу, приходять саме рекомендаційні системи. Більшість рекомендаційних систем видають пропозиції на основі раніше переглянутих або на основі схожих матеріалів. Ще одною досить вагомою проблемою таких систем є спрямованість лише на якусь одну тему. Дані системи часто не справляються з роллю порадника, коли особу цікавлять декілька тем. Також у випадку, якщо людина хотіла б дізнатися, що цікаво її однодумцям, то рекомендація на основі раніше переглянутих матеріалів може їй просто не підійти Тому доцільною є розробка технології для об’єднання однодумців на основі діяльності в соціальних мережах. Завдяки застосуванню технологій з науки про дані система буде мати можливість кластеризувати користувачів зі схожими інтересами, що надасть можливість рекомендувати користувачам те, що входить в його коло інтересів. Зв'язок роботи з науковими програмами, планами, темами. Робота виконувалась на кафедрі автоматизованих систем обробки інформації та управління 4 Національного технічного університету України «Київський політехнічний інститут ім. Ігоря Сікорського» в рамках теми «Методи та технології високопродуктивних обчислень та обробки надвеликих масивів даних». Державний реєстраційний номер 0117U000924. Мета дослідження – поліпшення якості та швидкості підготовки цільових пропозицій за рахунок удосконалення методу кластеризації користувачів.. Для досягнення мети необхідно виконати наступні завдання: – проаналізувати існуючі засоби отримання даних про діяльність користувачів з наступних соцмереж: facebook, twitter; – зібрати дані про вподобання користувача та його діяльність в соціальній мережі facebook; – обрати найбільш підходящий метод підготовки цільових пропозицій; – обрати та модифікувати метод кластеризації, для найкращого його використання в системі, що розробляється; – реалізувати алгоритм підготовки цільових пропозицій на основі обраних методів. Об’єкт дослідження – процес об’єднання користувачів в групи за спільними інтересами, та використання цих груп для надання цільових пропозицій. Предмет дослідження – методи кластеризацій користувачів соціальних мереж на основі великої кількості даних про їх діяльність в даних сервісах. Наукова новизна отриманих результатів полягає в модифікацій методу кластеризації розповсюдження схожості, за рахунок додавання властивості нечіткості. Та застосуванні модифікованого методу кластеризації в моделі підготовки цільових пропозицій на основі вподобань користувачів, та діяльності користувачів у соціальних мережах. 5 Публікації. Касянчик Д. О. Використання методу k-середніх для об'єднання користувачів за даними з соціальних мереж / Д.О. Касянчик / Тринадцята міжнародна науково-практична конференція (МОДС. – 2018). – м. Чернігів.: ЧНТУ, 25 - 29 червня 2018 р. – С. 155-158 Касянчик Д.О. Інформаційна технологія кластеризації користувачів для підготовки цільових пропозицій / Д.О. Касянчик / Всеукраїнська науково-практична конференція молодих вчених та студентів «Інформаційні системи та технології управління» (ІСТУ-2018) – м. Київ.: НТУУ «КПІ ім. Ігоря Сікорського», 29-30 грудня 2018 р. – С. 16-19. Master's dissertation: 94 pages, 21 pictures, 32 tables, 1 appendix, 30 sources. Topicality. Every day each of us receives quite a lot of information. Received information not always is relevant, which necessitates the search for sources that will be interesting and trustworthy. Most people have jobs, and many have some hobbies. In both cases, a person may face a task in learning something new, a deepening knowledge in a particular field. Also, almost every day watching movies or reading books, or listening to music. And, in order to do these actions, you must find material that will be interesting to you. Often a person diving in the huge amount of material when looking for exactly what she needs. For example, we can find up to 10, and sometimes more books on one topic, but we just don't have enough time to read all of it. In the described cases it is necessary to ask someone advice, and of course we do not always have such an opportunity. In such cases, the aid is coming a recommender system. Most of recommender systems issue proposals based on previously viewed or based on similar materials. One more significant problem of such systems is the focus on just one topic. These systems often can not cope with the role of counselor, when a person is interested in several topics. Also, if a person would like to know what is interesting to her like-minded people, then a recommendation based on previously viewed materials may simply not fit her. Therefore, it is expedient to develop a technology to unite like-minded people based on activities in social networks. Through the use of technology from data science, the system will be able to cluster users with similar interests, which will allow users to recommend that part of his range of interests. Relationship with academic programs, plans, themes. Work performed at the Department of ASOIU at the National Technical University of Ukraine "Igor Sikorsky Kyiv Polytechnic Institute" within the topic ―Methods and technologies of high performance computing and performing of big data‖. Governments register number 0117U000924. 7 The goal of this research is quality improving and boosting of preparation speed of target proposals by optimizing a method of clustering users. To achieve the goal must perform the following tasks: – analyze the existing means of obtaining data on the activity of users from the following social networks: facebook, twitter; – collect data about user preferences and their activities in the facebook social network. – choose the most suitable method for the preparation of targeted offers. – select and modify the clustering method for its best use in the system being developed. – implement the algorithm of preparing the target proposals based on the selected methods. Object of research – the process of combining groups of people with common interests, and use these groups to provide targeted offers. Subject of research – methods of clustering users of social networks based on large amounts of data on their activities in these services. The scientific novelty of the results is to modify the clustering method Affinity Propagation, to the fuzzy Affinity Propagation. And using this modified clustering method in the model of preparation targeted proposals based on certain activities of users in social networks, and based on their preferences. Published works. Kasianchyk D. О. Using k-means for combining data from users of social networks [Electronic resource] / D. О. Kasianchyk / Thirteenth international scientific and practical conference (MODS. – 2018). – Chernihiv: ChNTU, June 25 – 29, 2018. – pp. 155-158. Kasianchyk D.O. Information technology of user clustering for preparation of target proposals [Electronic resource] / D. О. Kasianchyk / All-Ukrainian scientific and practical conference of young scientists and students "Information Systems and Management Technologies" (ISMT – 2018). – Kyiv: NTUU "Igor Sikorsky Kyiv Polytechnic Institute", December 29-30, 2018. – pp. 16-19.

Les auteurs explorent les modalités de coordinations professionnelles d’acteurs mobilisés au sein d’un média pour ajuster un outil de production destiné à la publication de revues de presse diffusées sur internet. L’outil est un CMS (content management system) développé pour youmag, composé d’un site et d’une application mobile. En un an, informaticiens, documentalistes, designers et journalistes ont dû s’accorder afin de co-construire des étapes pour éditer les revues de presse, en ajustant les étapes formalisées par l’outil. L’article propose une double approche, d’ordre socio-sémiologique : les auteurs interrogent et observent les journalistes dans leurs pratiques quotidiennes et analysent les interfaces du CMS, pour montrer comment celles-ci voilent en partie certains des gestes nécessaires pour produire l’information diffusée. Les passages entre la partie back-office et la partie rendue accessible aux publics nécessitent de la part des journalistes des « petits sauts » imaginatifs afin d’ajuster les informations aux différentes zones de publication. Ces dernières opposent de façon clivée le visible de ce qui s’affiche sur un terminal — le texte de l’interface, destiné au lecteur — et ce qui est composé, en amont ou en parallèle, dans les rédactions, dans les bureaux, sur les terrains. La construction de ce clivage est d’autant plus intéressante que les outils informatisés instituent un ordre du visible, et des régimes différents dans la mobilisation du donné à voir. Dans ce processus en construction, les représentations identitaires des journalistes sont comme atténuées, l’urgence étant à l’établissement d’un outil commun transversal efficient. The authors explore the modalities of the professional coordination of media actors called upon to fine-tune a production tool whose purpose is the publication of press reviews on the Internet. The tool is a CMS (content management system) developed for youmag and consisting of a website and a mobile application. For one year computer engineers, researchers, designers and journalists worked together to co-construct the parameters necessary to edit press reviews by adjusting the steps prescribed by the tool. This article proposes a two-pronged, socio-semiotic approach, with the authors questioning and observing the journalists in their daily practices, and analyzing the CMS interfaces to show how they veil in part some of the workings necessary to produce the disseminated information. The journey from the back office to the front office (accessible to the public) requires the journalists to make small imaginative leaps in order to adjust the news to the different areas of publication. The journalists strongly differentiate the visible material displayed on a terminal (the interface text destined for the reader) from what is created upstream or in parallel, in the newsrooms, in the offices, or in the field. The construction of this divide is all the more interesting in that the computerized tools institute an ordering of the “visible,” and other systems utilized in rendering the “thing to be seen.” In this construction process identity representations of journalists appear dimmed, as the priority is to establish an efficient and transverse collective tool. Os autores exploram as modalidades profissionais de coordenação dos atores mobilizados no âmbito de um veículo de comunicação com o objetivo de adaptaruma ferramenta de produção destinada à publicação de clippings a serem difundidos pela internet. A ferramenta é um Sistema de Gerenciamento de Conteúdo (Content management system – CMS) desenvolvido pela empresa de clipagem youmag, e que consiste em um site e um aplicativo para dispositivos móveis. Em um ano, programadores, documentalistas, designers e jornalistas tiveram de entrar em acordo para co-construir um conjunto de etapas destinadas à edição do clipping e cujos ajustes eram formalizadas por meio da ferramenta em questão. O artigo propõe uma dupla abordagem, de ordem socio-semiológica: os autores questionam e observam os jornalistas no cotidiano de suas práticas e analisam as interfaces do CMS para mostrar como elas encobrem parcialmente certos gestos necessários à produção da informação a ser difundida. A passagem entre o que acontece na retaguarda (back-office) e o que é fica acessível aos públicos requer, por parte dos jornalistas, a realização de “pequenos altos” imaginativos a fim de ajustarem as informações às diferentes zonas de publicação. Os jornalistas fazem uma forte distinção entre o que é visível, exposto em uma tela – o texto de interface, destinado ao leitor – e o que é produzido, em cadeia ou em paralelo, nas redações, nos escritórios, na cobertura exterior. Da mesma forma, a construção dessa clivagem se mostra mais interessante naquilo que as ferramentas informatizadas instituem na ordem do visível e nos diferentes regimes que integram a mobilização do dado que será visualizado. Nesse processo em construção, as representações identitárias dos jornalistas são atenuadas, na medida em que a urgência leva ao estabelecimento de uma ferramenta transversal comum e eficiente.

Although many studies consider the spatial pattern of manufacturing plants in developing countries, the role of services as a driver of urbanization and structural transformation is still not well understood. Using establishment level data from India, this paper helps narrow this gap by comparing and contrasting the spatial development of services with that in manufacturing. The study during the 2001-2010 period suggests that (i) services are more urbanized than manufacturing and are moving toward the urban and, by contrast, the organized manufacturing sector is moving away from urban cores to the rural periphery; (ii) manufacturing and services activities are highly correlated in spatial terms and exhibit a high degree of concentration in just a few states and industries; (iii) manufacturing in urban districts has a stronger tendency to locate closer to larger cities relative to services activity; (iv) infrastructure has a significant effect on manufacturing output, while human capital matters more for services activity; and lastly, (v) technology penetration, measured by the penetration of the Internet, is more strongly associated with services than manufacturing. Similar results hold when growth in activity is measured over the study period rather than levels. Manufacturing and services do not appear to crowd each other out of local areas.

The collection of survey data from war zones or other unstable security situations is vulnerable to error because conflict often limits the implementation options. Although there are elevated risks throughout the process, this paper focuses specifically on challenges to frame construction and sample selection. The paper uses simulations based on data from the Mogadishu High Frequency Survey Pilot to examine the implications of the choice of second-stage selection methodology on bias and variance. Among the other findings, the simulations show the bias introduced by a random walk design leads to the underestimation of the poverty headcount by more than 10 percent. The paper also discusses the experience of the authors in the time required and technical complexity of the associated back-office preparation work and weight calculations for each method. Finally, as the simulations assume perfect implementation of the design, the paper also discusses practicality, including the ease of implementation and options for remote verification, and outlines areas for future research and pilot testing.

The Pacific region is in the midst of an information and communications technology (ICT) revolution in which small island countries are increasingly connected to the global economy. The regions improving internet connectivity presents an opportunity for Pacific Island countries (PICs) to overcome their inherent limitations, and help address the long-standing issues of employment and income generation, which is vital to accelerate progress towards ending poverty and creating an inclusive society. The PICs possess unique vulnerabilities that make addressing poverty and development challenges particularly difficult and complex. The purpose of this study is to examine the feasibility of leveraging ICT to help generate job opportunities in the PICs. This is because of the positive experiences that several countries, including small island economies, have had in generating new types of employment opportunities. The study’s main focus is on cities and urban areas, given the still low availability of internet infrastructure and services in rural and remote areas and islands in the Pacific region. The study focuses specifically on the information technology (IT) - enabled global outsourcing services (GOS) industry. ICT covers diverse subsectors that include telecommunications and IT hardware and software.

The Pacific region is in the midst of an information and communications technology (ICT) revolution in which small island countries are increasingly connected to the global economy. The regions improving internet connectivity presents an opportunity for Pacific Island countries (PICs) to overcome their inherent limitations, and help address the long-standing issues of employment and income generation, which is vital to accelerate progress towards ending poverty and creating an inclusive society. The PICs possess unique vulnerabilities that make addressing poverty and development challenges particularly difficult and complex. The purpose of this study is to examine the feasibility of leveraging ICT to help generate job opportunities in the PICs. This is because of the positive experiences that several countries, including small island economies, have had in generating new types of employment opportunities. The study’s main focus is on cities and urban areas, given the still low availability of internet infrastructure and services in rural and remote areas and islands in the Pacific region. The study focuses specifically on the information technology (IT) - enabled global outsourcing services (GOS) industry. ICT covers diverse subsectors that include telecommunications and IT hardware and software.

summary The Importance of the Back-office for Farm Advisory Services Advisory services must deal with new challenges. On the one hand, there is increasing uncertainty as to which agronomic systems and practices can enable farmers to integrate environmental and food safety issues e.g. pesticide use reduction, and to secure the economic performance of their farms. On the other hand, European agriculture is still characterised by a huge structural diversity in terms of farm size, level of specialisation or diversification, pluriactivity of agricultural households, etc. Such farm diversity generates a need for a variety of adapted technical solutions even when famers are confronted with a similar problem, e.g. how to cope with the diversification of crop rotation constraints. Thus, it is crucial to provide the diverse groups of farmers with empirical evidence on the effectiveness of alternative practices in their specific context of production. This article merges debates on the investments needed to produce relevant and robust evidence with those concerning the ongoing transformation induced by the privatisation of agricultural extension systems. It argues that if networking and brokering are key elements of the functioning of these systems, stronger attention should be given to back-office activities e.g. technology monitoring, training advisors, and production, collection and storage of technical knowledge. Les services de conseil aux agriculteurs sont confrontes a de nouveaux defis. D’une part, les difficultes se multiplient pour concevoir des systemes de production et des pratiques agronomiques qui permettraient aux agriculteurs d’articuler objectifs environnementaux et objectifs de securite sanitaire tout en garantissant les performances economiques de leurs exploitations (par exemple pour la reduction de l’utilisation des pesticides). D’autre part, l’agriculture europeenne reste tres diverse, notamment en termes de taille d’exploitation, de niveau de specialisation ou de diversification, de systemes d’activite des menages agricoles (taux de pluriactivite). Pour un meme probleme, par exemple gerer les contraintes de rotations culturales, il peut donc etre necessaire de concevoir toute une gamme de solutions techniques adaptees a cette diversite. Il est egalement crucial d’apporter aux differents groupes d’agriculteurs des informations sur l’efficacite de pratiques alternatives qui s’appuient sur des observations empiriques rigoureuses et qui soient adaptees a leur contexte de production particulier. Cet article relie les debats sur les investissements necessaires a la production de connaissances empiriques pertinentes et robustes a ceux concernant les transformations induites par la privatisation des systemes de conseil agricole. Il est avance que si les activites de mise en reseau et d’intermediation sont des elements cles du fonctionnement de ces systemes, il faut porter une plus grande attention aux activites de ‘back-office’ qui incluent notamment la veille technologique, la formation des conseillers, la production, le recueil et le stockage de references techniques. Die Agrarberatung muss sich neuen Herausforderungen stellen. Einerseits besteht eine zunehmende Unsicherheit im Hinblick darauf, welche Agrarsysteme und Praktiken es den Landwirten ermoglichen konnen, Aspekte aus den Bereichen Umwelt und Nahrungsmittelsicherheit, z.B. Senkung des Pflanzenschutzmittelverbrauchs, zu integrieren und die wirtschaftliche Leistungsfahigkeit ihrer Betriebe sicherzustellen. Andererseits zeichnet sich die Landwirtschaft nach wie vor durch eine immense strukturelle Vielfalt bezuglich Betriebsgrose, Spezialisierungsgrad oder Diversifizierungsgrad, Pluriaktivitat in der Landwirtschaft, usw. aus. Eine solche Vielfalt landwirtschaftlicher Betriebe erfordert eine Vielzahl von angepassten technischen Losungen, selbst wenn sich die Landwirte ahnlichen Problemen stellen mussen, z.B. der Diversifizierung von Fruchtfolgebeschrankungen. Daher ist es von entscheidender Bedeutung, den unterschiedlichen Gruppen von Landwirten empirische Erkenntnisse fur die Wirksamkeit alternativer Praktiken bei ihren speziellen Produktionsbedingungen zu liefern. Dieser Beitrag fuhrt die Debatten uber Investitionen, die fur das Erbringen von relevanten und soliden Belegen erforderlich sind, und die Debatten uber den derzeitigen, durch die Privatisierung der Programme des landwirtschaftlichen Beratungssystems ausgelosten Wandel zusammen. Wir argumentieren, dass den Tatigkeiten des Back Office, z.B. der Technologieuberwachung, der Beraterschulung oder der Speicherung von technischen Referenzen, mehr Aufmerksamkeit zukommen sollte, wenn Vernetzung und Vermittlung entscheidende Grosen fur die Funktionsfahigkeit dieser Programme sind.

Norwegian Agency for Development Cooperation This report shows how business registers employ information and communication technology (ICT) to perform their functions more efficiently while at the same time providing businesses with more user-friendly services. Particular attention is paid to achieving innovative solutions, that is, solutions using ICT as a catalyst for re-engineering the registration process to improve users experiences and to provide useful services and high-quality information for both the private and the public sectors. In addition, this analysis demonstrates that business registers play an increasingly important part in e-Government solutions. Aimed at integrating services, e-Government solutions build on information sharing. This underscores the importance of business registers as master data sources. This analysis is based on data from the following sources: a 2011 survey of 41 business registers conducted by the Bronnoysund register centre in cooperation with the World Bank Group; case studies undertaken in 2011 in the former Yugoslav Republic of Macedonia, Italy, Vietnam, and Norway; the 2011 World Bank and International Finance Corporation (IFC) doing business report; the 2011 World Bank Group study of ICT solutions in 34 company registers; the 2011 European commerce registers forum report; and the International Council On Archives (CIA) factbook.

The objective of the Customer Management in Small and Medium Enterprise (SME) Banking Guide is to share and disseminate critical information for managing the SME client relationship, allowing banks that already serve the SME sector to move beyond lending to better capture the SME Banking opportunity. This Guide leverages IFC s SME Banking Diagnostic framework used to assess SME banking operations, as well as its SME Banking Benchmarking exercise used to analyze good practice business models. In addition, the Guide provides practical examples of customer management focused on SME banking from a number of featured financial institutions. Such examples may serve to highlight a good practice, or may simply serve to illustrate a learning experience. Financial institutions featured in this publication include Bankinter, DBS Bank, Diamond Bank, Garanti Bank, ICICI Bank, Banco Santander, and Türk Ekonomi Bankasi (TEB). Additional SME banking experiences are drawn from a variety of other banks and are cited throughout the text as appropriate. Profitably serving the SME segment requires a tailored customer management approach that will allow banks to answer these four questions: How can banks better understand SME customer needs? How can they match diverse needs with the right offer, service level, and delivery channel? How can customer management be used to maximize the revenue opportunity when servicing this market segment? How can banks effectively manage SME customers across their life-cycle? This guide will address these questions as well as take the reader through the customer life-cycle to target and acquire new SME clients.

Part 5: Transformation, Values and Change; International audience; Over the last decade the diffusion of Information Technologies has represented one of the main drivers of government reform. The adoption process of such technologies has posed significant challenges for public organizations. The aim of this paper is thus to look into the process of organizational change that public agencies have undergone, in order to single out its most salient characteristics, such as understanding changes in the adoption of technologies, in organizational choices, in skill needs and in customer-public administrations relationship. On the one hand, organizations are gradually opening up their institutional boundaries in order to proactively answer to environmental changes. On the other hand, citizens play an increasing role in the context of e-Government, since their suggestions and contributions may considerably influence decisions taken by public administrations. Specifically, we attempt to answer this research question: What are e-Government organizational implications in the back office and in the interaction with citizens due to Information Technologies diffusion? Using data from a survey on 1,206 Italian public administrations, we show how organizational changes are emerging, based on the overcoming of traditional bureaucratic organizational forms. The implications of these findings are also discussed.

This presentation proposes that BPO and other ICT development have a potential to be a major catalysts for economic growth and socio-economic transformation. It claims that IT-BPO sectors development represents major promises that potentially can transform the Philippine economy and also foster inclusive growth. The presentation postulates that the importance of IT-BPO industry development goes beyond the debate of picking industry winners. It argues that the BPO industry is poised to have a substantive impact on the country and that especially so if there simultaneously is major growth in other ICT sectors and the scale and scope local usage of ICTs. It claims that expanded scale and scope of BPO industry in conjunction with further development of IT services, Telecom and other ICTs industries coupled with the advancement in education, science & technology can be principal factors that can transform the Philippine economy and its interface with the rest of the world.

Implementation and development of e-Government in Poland took place in view of our candidacy for and now membership in the European Union (EU). There are factors, phenomena and facts which accelerate or delay this process and this article presents them in the context of activities undertaken in Poland for creating the fundamentals of electronic administration and its development.

O aumento da competitividade entre as instituições financeiras Moçambicanas tem levado as mesmas a dedicarem bastante atenção à qualidade dos serviços prestados ao cliente. Porém, a concentração da Administração, no delineamento de objectivos estratégicos e concretização de planos comerciais arrojados, deixa, muitas vezes, para segundo plano a qualidade que deve estar presente nos serviços prestados internamente, entre áreas, ou seja, na relação clientefornecedor interno. O presente trabalho discute uma disciplina emergente no contexto organizacional, o Marketing Interno e pretende-se com a adopção deste conceito, melhorar a qualidade do serviço prestado pelo Back-Office ao Front-Office da rede comercial prime do Millennium bim, considerando esta relação como sendo um factor determinante da satisfação do cliente externo. Para tal foram realizados dois questionários, um a 331 clientes com contas domiciliadas nos balcões prime da cidade de Maputo e outro aos 91 colaboradores destes balcões, tendo-se posteriormente analisado os dados obtidos. Apesar da literatura indicar que a satisfação dos clientes internos influencia positivamente a satisfação dos clientes externos, os resultados indicam que há uma relação inversa entre a satisfação dos clientes internos e a satisfação dos clientes externos. The increase of competitiveness amongst Mozambican financial institutions has led them to dedicate a considerable degree of attention to the quality of the services provided to the client. However, the focus of the Administration in defining strategic objectives and realizing bold commercial plans, often delegates the quality of internal services, between departments, namely the client-internal provider relations to the background. The present work discusses an emerging subject in the organizational context, Internal Marketing and the adoption of this concept aims to improve the quality of the service offered by the Back-Office to the Front- Office of Millennium bim’s prime commercial network, by considering this relationship as a determining factor in the satisfaction of the external client. Hence, two questionnaires were conducted; one to 331 clients with accounts in the prime branches of the city of Maputo and the other to the 91 personnel at those branches, and the collected data was analyzed. Although the literature confirms that the satisfaction of the internal clients influences positively the satisfaction of the external clients, the results show an inverse relation between the satisfaction of the internal clients and the satisfaction of the external clients.

Instituto de Investigaciones Económicas y Empresariales. Ciencias en Comercio Exterior Technological Innovations have allowed the expansion of the internacional commerce from different perspectives. The trade of the Information Technologies (Its) and the Business Process Operations (BPO) are the result of the changes in technologies that ocurr everyday. Information Technologies refer to the design and maintenance of software, Business Process Operations refer to customer interaction services (reservations, customer assistance, claims), back-office operations that refer to data entry and handling, medical transcription, payroll services, healthcare administration and professional services like human resource services, finance and accounting, logistics, among others. The research indicates that there are some variables that have contributed to the development of the sector in countries like India, China, Czech Republic and Ireland and in which Mexico has a favourable performance like the percentage of GDP 3 Las innovaciones tecnológicas han permitido la expansión del comercio internacional desde numerosas perspectivas. El comercio en los Servicios de las Tecnologías de la Información (TIs) y de las Operaciones de Proceso de Negocio (OPN) es el resultado de los cambios en las tecnologías que ocurren día a día. Los primeros se refieren al diseño y mantenimiento de software, las segundas a operaciones de interacción con el cliente (reservaciones, asistencia en línea, quejas, etc.), operaciones de back-office (procesamiento y mantenimiento de información, trascripción médica, servicios de pagos, entre otros) y los servicios profesionalizantes (recursos humanos, servicios de contabilidad y financieros, diseño de productos, etc.) El análisis realizado en la presente investigación indica que hay variables que han contribuido al desarrollo de este sector en países como India, China, República Checa e Irlanda y en las que México presenta un desempeño favorable, como el nivel de educación o el porcentaje del PIB destinado a ésta.

The Czech authorities invited the World Bank to provide an independent evaluation of the Government's draft plan for the merger of the Tax and Customs Administrations, and with an eye on the eventual integration of the collection of social contributions into a newly created revenue authority. In Volume I of this report, we present a preliminary examination of the Government's draft plan for tax and customs merger. Volume II does a preliminary assessment of the issues relating to integrating collection of social contributions within the tax administration.The assessment of the Government's plan in this report is intended to assist the Government in taking a more informed decision on this issue based on lessons learned from international experience. Integration and fundamental reforms are complex processes and require adequate time, financial resources and careful management of the change process itself in order to be successful. In the report, we have pointed out the key challenges and risks and how these can be overcome. We have flagged the major issues that the Government must consider, and highlighted the challenges that the Government must be aware of when designing the establishment of a modern, unified revenue administration. We have recommended a medium term strategy that will take into consideration the key issues and concerns.

The Czech authorities invited the World Bank to provide an independent evaluation of the Government's draft plan for the merger of the Tax and Customs Administrations, and with an eye on the eventual integration of the collection of social contributions into a newly created revenue authority. In Volume I of this report, we present a preliminary examination of the Government's draft plan for tax and customs merger. Volume II does a preliminary assessment of the issues relating to integrating collection of social contributions within the tax administration.The assessment of the Government's plan in this report is intended to assist the Government in taking a more informed decision on this issue based on lessons learned from international experience. Integration and fundamental reforms are complex processes and require adequate time, financial resources and careful management of the change process itself in order to be successful. In the report, we have pointed out the key challenges and risks and how these can be overcome. We have flagged the major issues that the Government must consider, and highlighted the challenges that the Government must be aware of when designing the establishment of a modern, unified revenue administration. We have recommended a medium term strategy that will take into consideration the key issues and concerns.