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Januário, Ana Catarina Teodoro Bernardino. "Desenvolvimento de uma plataforma low-code em sales force automation." Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/21007.
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Mestrado em Gestão de Sistemas de InformaçãoTodos os dias surgem novidades no mundo das tecnologias de informação. Um conceito que surgiu há relativamente pouco tempo são as plataformas de desenvolvimento Low-Code. Estas plataformas permitem que qualquer profissional sem grandes conhecimentos de programação seja capaz de produzir aplicações de grande valor acrescentado para as empresas. Estando inserida numa empresa do mercado segurador e numa posição de apoio à equipa comercial da organização, foi-me dada a oportunidade de desenvolver uma aplicação empresarial através de uma ferramenta Low-Code, PowerApps em conjunto com outras aplicações que atuam de maneira suplementar, SharePoint e PowerAutomate, todos eles da Microsoft. Esta aplicação tem como principal objetivo servir de apoio a todos aqueles que se encontram no terreno a negociar com os agentes e oferece duas funcionalidades essenciais para o processo de negociação ser o mais agilizado possível: Registo de Acordos de Incentivo e um Dashboard dinâmico com valores a serem atualizados diariamente. Ao longo do relatório do projeto são explicadas quais as principais vantagens desta nova maneira de desenvolver aplicações assim como as grandes diferenças para os outros tipos de programação. A metodologia seguida para a produção desta ferramenta foi o SCRUM e todas as fases do processo de desenvolvimento inerentes à mesma são explicados. Após diversos sprints, alterações e testes foi possível concluir a aplicação, sendo que neste momento a mesma já se encontra em produção.
Every day there are new developments in the world of information technologies. A novelty that appeared relatively recently is the concept of Low-Code development platforms. These platforms allow any professional without a great knowledge of programming to be able to produce applications of great added value for companies. Being part of a company in the insurance market and in an area that supports the company's commercial team, I was given the opportunity to develop a business application using a Low-Code tool, PowerApps, together with other software applications that work in a supplementary way, SharePoint and PowerAutomate, all of them from Microsoft. This application has as main objective to support all those who are in the field to negotiate with the agents and offers two essential features for the negotiation process to be as streamlined as possible: Incentive Agreement Registration and a Dynamic Dashboard with values daily updated. Throughout this project report, the main advantages of this new way of developing applications are explained, as well as the great differences to other types of programming. The methodology followed for the development of this tool was SCRUM and all the phases of the development process inherent to it are explained. At the end of several sprints, it was possible to conclude this app, which is now in production.
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Shoib, Gamila Mohamed. "The politics of rationality : an ethnographic study of sales force automation in a multi-national company in Egypt." Thesis, University of Cambridge, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.620489.
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Hendén, Stefan, and Andreas Dahlgren. "Marketing Automation – en studie om ett modernt marknadsföringsverktyg i en svensk kontext." Thesis, Högskolan Dalarna, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:du-23507.
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I takt med att digitala medier har utvecklats under de senaste åren har köpresan för-ändrats till att kunder idag i ett mycket senare skede släpper in leverantörer i dialogen. Marketing Automation adresserar den problembilden och har växt fram som en brygga mellan sälj- och marknadsprocessen. Systemet ger möjlighet att effektivt och automatiserat utveckla leads (potentiell kund). Syftet med denna studie är att undersöka hur Marketing Automation påverkar sälj- och marknadsprocesserna. Vilka förutsättningar krävs för en implementation? Ökar lönsamheten? Vi har därför valt att i det teoretiska ramverket beskriva Marketing Automation och bland annat undersöka om ett införande av Marketing Automation medför att sälj- och marknadsorganisationerna slås samman till en organisatorisk enhet. I studien har vi dessutom kartlagt och beskrivit den moderna köpresan och det som ibland kallas intäktsorganisationen. Vi har funnit att Marketing Automation är relativt outforskat i en svensk kontext. För att utröna om teorin, som i stor utsträckning bygger på internationell litteratur och internationella undersökningar, går att överföra till en svensk kontext har vi valt att genomföra en kvalitativ studie i form av en fallstudie av leverantörer av produkter och tjänster inom området samt företag, med den gemensamma nämnaren att de re-presenterar ett kunskapsintensivt erbjudande och har implementerat lösningar för Marketing Automation. I vår analys finns en samsyn mellan leverantörer och kunder i förutsättningar för ett införande, men vi kan även se hur resultaten divergerar och pekar på implikationer, inte minst avseende måluppfyllnad och samverkan mellan sälj- och marknadsorgani-sationerna. Vår slutsats visar bland annat att Marketing Automation kan leda till uppfyllnad av mjuka värden i företaget men har inte bevisats leda till ökad lönsamhet per automatik. Vi ser lönsamhet och Return on Investment (ROI) som ett område som bör utforskas vidare.Parallel to the evolution of digital media in recent years, the buyer’s journey has changed. B2B-customers today let suppliers in at the end of the process rather than from the beginning. Marketing Automation addresses that problem and has emerged as a bridge between the sales and marketing processes as it support efficient and au-tomated lead development. The purpose of this study is to examine how marketing automation affects the sales and marketing processes. What conditions are needed for an implementation? Will it increase profitability? We have therefore chosen to describe Marketing Automation, and in particular con-sider whether the introduction of marketing automation means that sales and market-ing organizations merges into one organizational unit? In the study, we have identi-fied and described the modern buyer’s journey and what sometimes is called the rev-enue department. We have found that Marketing Automation is relatively unexplored in a Swedish con-text. To explore if the theory, which is largely based on international literature and research, can be transferred to a Swedish context, we have chosen to conduct a quali-tative study and case study of suppliers of products and services in the area as well as companies, representing a knowledge based offering, which has implemented solu-tions for marketing automation. In our analysis, there is a general consensus between suppliers and customers of the conditions for implementation, but we can also see how the results diverge, not least regarding aspects such as increase of revenue, ROI and collaboration between sales and marketing organizations. Our conclusion shows that marketing automation can lead to fulfillment of the core values of the company but has not been proven to lead to increased profitability au-tomatically. We see profitability and ROI as potential areas of further exploration.
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Gao, L. "Getting from managerial framing to employee action in strategic change : a case study of a sales automation and transformation programme." Thesis, Nottingham Trent University, 2016. http://irep.ntu.ac.uk/id/eprint/28324/.
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In contemporary organisations the evolution of technology and increased competition has accentuated the need for strategic imperatives to ensure that the traditional sales organisation is transformed from tactical management of sales transactions to the strategic management of complex strategic customer portfolios and customer relationship for a company’s long-term growth (Olson et al., 2001; Piercy and Lane, 2005). How management can ensure a successful shift from the conventional sales philosophy to the strategic one is a challenge in many sales organisations. In this case study of a sales organisation in a multinational company, an examination is undertaken of a strategic transformation that involves a new sales philosophy and the associated sales force automation (SFA) system. Such transformation calls for the sales organisation to shift from tactical and transactional-based selling approach to strategic value creation-based practices. The transition is necessarily supported by SFA system implementation, to which the adoption is invariably hampered by an alarming rate of failures (Bush et al., 2005). So what can be done to ensure a successful shift from the current sales philosophy to the new one supported by the new SFA system? How can management purposely shape the interpretations of the organisation's environment in order that employees understand and 'enact' strategic change (Daft and Weick, 1984; Reger et al., 1994)? In order to explore these questions, a social interactionist (Goffman, 1974) methodological approach is taken to examine the meanings inherent in individual and collective interactions and negotiations. The concept of framing is utilised as an analytical lens to understand strategic changes (Kaplan, 2008) occurring within the case study. Whilst framing as a conceptual bridge linking social psychological and resource mobilization has been researched in social movement participation (Snow et al., 1986; Benford, 1993; Benford and Snow,2000; Reber and Berger, 2005), little progress has been made using such micro-level analysis in understanding mobilizing strategic change in sales organisation in a theoretically informed and empirically grounded fashion. The overarching aims of this study are therefore to provide a deeper understanding of how management frame such strategic changes in sales philosophy and how the resulting frames are accepted or otherwise in a sales workforce automation and transformation programme. Applying a framing concept to the analysis of strategic change within the organisation enables us to move away from viewing organisation as a static entity or a fixed structure (Putnam and Nicotera, 2009) and get into the minds of management and employees to understand the internal struggles that are taking place. Most importantly, in this study, as compared to previous works using framing theory to interpret strategic decision making (Kaplan, 2008), this research goes beyond analyzing individual framing practices of key organisational decision makers (senior management) to study how cognitive frames can shape strategic objectives by framing messages to other organisational actors (sales employees) who are required to adopt the intended strategic change. By analysing both managerial framing practice and employee frame alignment as well as the degree of collective action mobilization (Klandermans, 1984), it offers a complete picture of how strategically inclined managers try to change the organisation status quo and how they employ various managerial framing practices to gain support for transformational change of sales philosophy. At the same time, it provides an account of how employees respond to strategic frame alignment process, such that they either accept the frames and take collective action accordingly or partially accept them and take deferred action or passively participate. The primary contributions of this study to framing theory are: first of all, it advances Kaplan’s (2008) original framing contest theory by demonstrating collective action frames are not static characterizations but can be changed or redefined with purposeful managerial framing and reframing. The framing outcome been focused in this research is employee’s collective action which is a step further from meaning construction in strategic decision making as in Kaplan’s (2008) research. Secondly, while Kaplan (2008) demonstrated how different organization actors attempt to make their frame resonate and mobilize action in their favour, this research focuses on the interplay between management and employees who have unequal access to organization resources due to organization hierarchy. It shows that despite of the differences, employees are not mere recipient of managerial framing whose only role is to respond (or not) to the framed meanings. Instead, their subsequent reactions to managerial framing shape collective action frame and the resulted action. Finally, it confirms the distinction between consensus mobilization and action mobilization (Klandermans, 1984) which separates management’s focus of convincing and activating, and shows how resonance of legitimacy and motivation frames are both necessary conditions for employee action mobilization. This research also contributes to strategic change studies by showing what constitutes effective managerial framing practices to enable strategic change in sales organisations with a theoretical framework that demonstrates how managerial frames are introduced, contested and aligned or partially aligned and the resulting employee participation level. Such a theoretical framework is both empirically informed and practically useful for strategic change practitioners as it delineates factors that determine effectiveness of management’s framing efforts in mobilizing employees for action thus help them to evaluate and predict the effectiveness of managerial framing effort and possible outcomes. Finally, this research contributes to sales technology literature by providing a better understanding of how technological frames affect SFA adoption by sales workforce and how management can strategically frame SFA and its value to achieve desired results.
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Young, Brett. "The Role of Stakeholder Perceptions during IT-Enabled Change: An Investigation of Technology Frames of Reference in a Sales Process Innovation Project." Digital Archive @ GSU, 2010. http://digitalarchive.gsu.edu/cis_diss/40.
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The literature emphasizes the important role played by stakeholder perceptions in explaining success and failure of IT-enabled change efforts. However, our knowledge of how stakeholder perceptions evolve and interact with outcomes during change processes is still limited. Consequently, this study adapts technological frames of reference (TFR) to explore the dynamics of stakeholder perceptions based on action research into an IT-enabled sales process innovation project at VoiceTech. The study attempts to answer the following research questions: How can TFR be adapted and applied to support action research into IT-enabled change efforts? What was the role of stakeholder perceptions during IT-enabled sales process innovation at VoiceTech? How do stakeholder perceptions evolve and interact with outcomes during IT-enabled change efforts? The study develops TFR as a theory for investigating stakeholder perceptions during IT-enabled change and it offers a process model of how frame interactions, incongruencies, and inconsistencies contribute to frame shifts and change outcomes over time. In addition, the study provides detailed insights into how the IT-enabled sales process innovation at VoiceTech shaped and was shaped by shifts in stakeholder perceptions over time.
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Švejdová, Jana. "Implementace CRM u telekomunikačního operátora." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-124729.
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The diploma thesis focuses on implementation of a software solution for customer relationship management with respect to a telecommunications service provider. The whole analysis of a project implementation describes introduction of a segment called Sales Force Automation (SFA). The objective of the work is to describe all important steps during the execution of the SFA project implementation, to compare the steps to theoretical recommendations, to assess applicability of procedures with regard to users' experience and reactions during the execution and after the completion of the project and to subsequently determine recommendations for similar projects. The work is structured into a theoretical and practical part. The objective of the theoretical part is to explain the concept of CRM -- Customer Relationship Management, to introduce the recommended project plan of the CRM implementation and to present a selected product, which is Siebel CRM from Oracle. The practical part describes an already finished project implemented by a telecommunications service provider, compares the appropriate procedure to a theoretical recommendation and registers differences. Based on implications and user's reactions there were suitable and unsuitable steps determined and also procedures recommended for an easier transition to a new CRM system with regard to similar projects.
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Vondrová, Kateřina. "Nové trendy prodeje v oblasti rychloobrátkového zboží (využití operativního CRM)." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-196528.
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The diploma thesis deals with three aspects of operational part of CRM -- sales force automation, telephone sales (contact centers) and e-business. The thesis studies the influence of these three aspects on the firm's productivity. The diploma thesis links to the company Plzensky Prazdroj a.s., which provided the data. Practical contribution of the thesis is an evaluation of current business model of Plzensky Prazdroj and a proposal of a new e-business strategy for this company.
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Wöldern, Lars. "Discovery and Analysis of Social Media Data : How businesses can create customized filters to more effectively use public data." Thesis, Linnéuniversitetet, Institutionen för datavetenskap och medieteknik (DM), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75275.
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The availability of prospective customer information present on social media platforms has led to many marketing and customer-facing departments utilizing social media data in processes such as demographics research, and sales and campaign planning. However, if your business needs require further filtration of data, beyond what is provided by existing filters, the volume and rate at which data can be manually sifted, is constrained by the speed and accuracy of employees, and their digital competency. The repetitive nature of filtration work, lends itself to automation, that ultimately has the potential to alleviate large productivity bottlenecks, enabling organizations to distill larger volumes of unfiltered data, faster and with greater precision. This project employs automation and artificial intelligence, to filter Linkedin profiles using customized selection criteria, beyond what is currently available, such as nationality and age. By introducing the ability to produce tailored indices of social media data, automated filtration offers organizations the opportunity to better utilize rich prospective data for more efficient customer review and targeting.
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Rangavajjula, Santosh Bharadwaj. "Design of information tree for support related queries: Axis Communications AB : An exploratory research study in debug suggestions with machine learning at Axis Communications, Lund." Thesis, Blekinge Tekniska Högskola, Institutionen för datalogi och datorsystemteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-16826.
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Context: In today's world, we have access to so much data than at any time in the past with more and more data coming from smartphones, sensors networks, and business processes. But, most of this data is meaningless, if it's not properly formatted and utilized. Traditionally, in service support teams, issues raised by customers are processed locally, made reports and sent over in the support line for resolution. The resolution of the issue then depends on the expertise of the technicians or developers and their experience in handling similar issues which limits the size, speed, and scale of the problems that can be resolved. One solution to this problem is to make relevant information tailored to the issue under investigation to be easily available. Objectives: The focus of the thesis is to improve turn around time of customer queries using recommendations and evaluate by defining metrics in comparison to existing workflow. As Artificial Intelligence applications can have a broad spectrum, we confine the scope with a relevance in software service and Issue Tracking Systems. Software support is a complicated process as it involves various stakeholders with conflicting interests. During the course of this literary work, we are primarily interested in evaluating different AI solutions specifically in the customer support space customize and compare them. Methods: The following thesis work has been carried out by making controlled experiments using different datasets and Machine learning models. Results: We classified Axis data and Bugzilla (eclipse) using Decision Trees, K Nearest Neighbors, Neural Networks, Naive Bayes and evaluated them using precision, recall rate, and F-score. K Nearest Neighbors was having precision 0.11, recall rate 0.11, Decision Trees had precision 0.11, recall rate 0.11, Neural Networks had precision 0.13, recall rate 0.11 and Naive Bayes had precision 0.05, recall rate 0.11. The result shows too many false positives and true negatives for being able to recommend. Conclusions: In this Thesis work, we have gone through 33 research articles and synthesized them. Existing systems in place and the current state of the art is described. A debug suggestion tool was developed in python with SKlearn. Experiments with different Machine Learning models are run on the tool and highest 0.13 (precision), 0.10 (f-score), 0.11 (recall) are observed with MLP Classification Neural Network.
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Sousa, Lucas Benedito dos Reis, Nelson Paiva Oliveira Leite, Fernando Walter, and Wagner Chiepa Cunha. "AUTOMATION SYSTEM FOR THE FLIGHT TEST LABORATORY (SALEV)." International Foundation for Telemetering, 2006. http://hdl.handle.net/10150/603934.
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ITC/USA 2006 Conference Proceedings / The Forty-Second Annual International Telemetering Conference and Technical Exhibition / October 23-26, 2006 / Town and Country Resort & Convention Center, San Diego, CaliforniaA novel Automation System for the Flight Test Laboratory (SALEV) is developed in full compliance with EA-4/02 Standard (i.e. Expression of the Uncertainty of Measurement in Calibration) to compute the uncertainty of the measurement at the calibration laboratory of the Flight Tests Group (GEEV). The GEEV performs flight test campaigns to certificate and/or develop aircrafts and its systems. Then, flight tests instrumentation (FTI) systems are developed and installed in the test bed. The FTI data acquisition complies with IRIG Standard. The FTI is composed by a data acquisition system, which performs signal conditioning, sampling and quantization of all measurements provided by a set of transducers. All parameters are coded in a PCM format and represented in a non-dimensional numerical form (i.e. counts).To allow the establishment of a relation between the non-dimensional form and the physical quantity, a calibration process is carried out to provide the coefficients of a calibration curve. This process is also used to determine the systematic and random errors (i.e. the uncertainty). The accuracy and reliability of calibration process should comply with the requirements, which are customized for each flight test campaign. The satisfactory performance of the SALEV calibration process is achieved by automation in all steps. The SALEV development is presented, which includes the following steps: · Database definition; · Study of all steps and parts that forms the calibration process (i.e. from transducer to final uncertainty determination) to determine its associated uncertainties; · Automation of the entire calibration process (including the process itself up to the effective control of standard and instruments); · Development of algorithms to compute the uncertainty compliant with EA 4/02; and · System validation in compliance with ISO/IEC 17025. As result of the SALEV operation, it could be verified that measurement quality was improved, and the required time for calibration was substantially reduced. Also the standardization of this process allows failures forecast due to aging of systems parameters (i.e. bias).
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Franěk, Filip. "Analýza požadavků na CRM pro podporu obchodních týmů." Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-114194.
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The purpose of this thesis is to clarify the reasons and consequences of failed implementations and poor adoption of CRM / SFA tools in sales teams, that have been recorded in recent years. Almost 70% of initiatives to introduce new technologies for sales teams have failed in the return on investments. The goal of the thesis is to create requirements for a new CRM / SFA, which will support salesmen and sales teams in a better way. It describes the way the sales team work, it describes business cases and determinates its key activities. Using perceived usefulness, I create a set of system requirements for CRM / SFA tool, which will support salesmen and improve their sales performance.
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Заверчук, Віталій Васильович, and Vitaliy Zaverchuk. "Дослідження алгоритмічного та програмного забезпечення роботи високонавантажених CRM систем." Thesis, Тернопільський національний технічний університет імені Івана Пулюя, 2017. http://elartu.tntu.edu.ua/handle/123456789/19010.
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Дипломна робота на здобуття освітнього ступеня магістра 8.05010201 - Комп’ютерні системи та мережі. - Тернопільський національний технічний університет імені Івана Пулюя, Тернопіль 2017. Дипломна робота магістра присвячена дослідженню методів удосконалення процесу розробки і покращення архітектури високонавантажених CRM систем. В даній роботі розглянуто класифікацію сучасних CRM систем та їх основні компоненти. Удосконалення полягає у розробці рішення для побудови архітектури CRM системи з використанням технології черг платформи Microsoft Azure, яка дозволяє збільшити продуктивність і масштабованість системи на усіх рівнях. Також проаналізовано і проведено класифікацію методів та практик призначених для розробки високонавантажених та сервісорієнтованих CRM систем. Було досліджено шаблони проектування, які дозволяють пришвидшити розробку і покращити якість CRM системи.The diploma paper for obtaining the Master’s degree 8.05010201 - Computer systems and networks - Ternopil Ivan Puluj National Technical University, Ternopil 2017. The diploma paper is devoted to the analysis of algorithms and software of high-loaded CRM systems operation. Classification of modern CRM systems and review of their main components were made during this research. Improvements related to this research are based on development of solution for the CRM system architecture using the queues technology of Microsoft Azure platform, which can increase the performance and scalability of the system at all levels. Analyzed and provided classification of methods and practices designed to develop high-loaded and service oriented CRM systems. Investigated design patterns that allow to speed up development and improve the quality of the CRM system.
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Jameson, Elizabeth Frances Mary. "Development of solid phase-based PET isotope labelling methods." Thesis, University of Edinburgh, 2016. http://hdl.handle.net/1842/17973.
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Positron Emission Tomography (PET) has great value in research and clinical applications from oncology to neurodegenerative disorders. However, there is a barrier in translating biological knowledge into new PET applications due in part to the lack of efficient, widely applicable methods for labelling compounds with PET radioisotopes. Herein, a generic approach to radiolabelling is presented which is direct, broadly applicable and potentially adaptable to either of the two most commonly used PET radioisotopes, 11C and 18F. This approach employs the advantages of solid phase synthesis to achieve selective release of only the desired radiolabelled product from a solid support in a single step, simplifying purification and hence improving synthetic efficiency. Polystyrene resin was functionalised with a 1,2-diol group; this allowed the covalent attachment of compounds bearing boronic acid groups via formation of a boronate ester linkage. A Suzuki-Miyaura reaction with methyl iodide was used to cleave a model compound from the resin in 61% conversion after five minutes. This reaction was adapted to develop a fully automated radiosynthesis with [11C]- methyl iodide which generated a radiolabelled model compound in 2 – 7% non-decay-corrected radiochemical yield. This provided proof of concept for the simultaneous cleavage of compounds from the resin and radiolabelling with 11C. A boronic acid precursor of the known radiotracer [11C]-M-MTEB was attached to the resin and successfully radiolabelled with 11C in 2.4% non-decay-corrected radiochemical yield and 96 – 100% radiochemical purity under the same conditions. Furthermore, the potential adaptability of this solid phase approach to 18F radiolabelling was demonstrated by treatment of the resin-bound small molecules and peptides with potassium bifluoride, which released the compounds rapidly as trifluoroborate salts.
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Bonvoisin, Frédéric. "Evaluation de la performance des blocs opératoires : du modèle aux indicateurs." Phd thesis, Université de Valenciennes et du Hainaut-Cambresis, 2011. http://tel.archives-ouvertes.fr/tel-00626150.
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Dans leur environnement actuel, les hôpitaux se voient contraints de développer des outils d'évaluation de la performance, et ce principalement dans les secteurs à forte consommation de ressources et à forte valeur ajoutée comme, par exemple, les blocs opératoires. Notre apport est une méthodologie innovante destinée à réduire les lacunes existantes en termes d'évaluation de la performance hospitalière. Cette méthodologie combine une approche pratique avec un outil d'aide à la conception qui vise à générer un système global d'évaluation de la performance utilisable dans les blocs opératoires. Notre méthodologie comporte quatre grandes étapes : détermination de la stratégie et des objectifs, description des processus et identification des inducteurs de performance, définition des plans d'action, établissement des indicateurs de performance et conception des tableaux de bord. Grâce à une approche générique pratique, au respect des étapes de conception et aux outils de développement présentés, cette méthode donne aux gestionnaires de blocs opératoires la capacité de concevoir et de générer un système d'évaluation de la performance (indicateurs, tableaux de bord) qui convient à chaque contexte et répond aux exigences de chaque type d'organisation dans le domaine des soins de santé. Les différentes étapes de cette approche ont été appliquées à un cas réel dans un bloc opératoire de 8 salles. En rendant notre modèle compréhensible et facile à utiliser par les professionnels de la santé, notre collaboration avec les équipes du bloc opératoire et de la direction médicale ont conduit à une réelle appropriation des résultats par l'hôpital.
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Chu, I.-Ching, and 朱驛清. "Study on Architecture-Oriented Sales Force Automation Model." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/46502008542978030638.
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碩士國立中山大學
資訊管理學系研究所
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In this study, we used the Structure-Behavior Coalescence (SBC) architecture description language (ADL) to construct an Architecture-Oriented Sales Force Automation Model (AOSFAM).With an integrated description of the systems structure and systems behavior, AOSFAM is then well specified and designed. Several indicators based on systems engineering, such as requirements specification, project management, systems testing, and systems maintenance are justified that AOSFAM is indeed simpler, easy communication, flexible systems structure and systems behavior, improved customer service, reduced development costs, increased corporate revenue.
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Sheng, Liang-Ming, and 梁明聖. "The Influence Study of Application of Sales Force Automation(SFA) Systemsfor Sales Management in Pharmaceutical Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/62236727774491869004.
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碩士高雄醫學大學
藥學研究所碩士在職專班
94
Background: In past few years, the Pharmaceutical business in Taiwan was heavily influenced by National Insurance Scheme, Diagnosis and Prescription Separation System, WTO entrance of Taiwan, Drug Reimbursing Pricing Grouping, Total Reimbursement Budget System, and Pricing Survey Scheme. In face of highly challenging and dynamic environment,” how to re-act?”, “how to survive in the new technology environment?”, and “how the sales managers can effectively utilize the SFA to raise up their management competency and create competition advantage?” have become the key lessons for pharmaceutical companies to learn. Objective: So far, the researches regarding the management effectiveness contribution of SFA are quite limited. This study id designed to find out the SFA contribution of sales management in pharmaceutical industry through the analysis on the points of view of sales managers. This research targets on the study on the sales managers of key 15 companies who are using the SFA systems in Taiwan. And, the result of management interview and key finding will provide for the reference for pharmaceutical industry. Methods : The study use In-depth Interview and Questionnaires .The Quota Sampling method is applied in this study through questionnaires vie 21 E-mail . The actual feedback of effective questionnaires reaches 148 samples. The tool of SPSS is applied in this study for statistic analysis. And, the Chi Square Test and Descriptive Statistics are the key tools for analysis. Results: The key results are that except the variable of “using years of SFA systems installation”, all sales managers with different background posed no difference on the view of “contribution of SFA” and showed a tendency of positive comment. Conclusion: In overall , We can infer that the SFA systems posed a positive contribution for management performance, based on the questionnaire analysis from 6 phases of SFA. The 45.9% of sales managers posed “very helpful” and another 45.9% also expressed “slight helpful”. As a result , in face current highly competitive environment, the pharmaceutical company can use this proposed model of SFA with 6 phases and increase more investment on sales automation development to enhance their management effectiveness and to ensure a timely catch on all business opportunities.
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Serdaroglu, Murat [Verfasser]. "Sales force automation use and salesperson performance / by Murat Serdaroglu." 2009. http://d-nb.info/1001394275/34.
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Lee, Yi-Ming, and 李宜明. "The Effect of Sales Force Automation System Infusion on Salesperson Performance." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/z56x9w.
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碩士崑山科技大學
企業管理研究所
96
Information technology (IT) plays an ever-increasing role in personal selling and customer relationship management. Many companies are turning to sales force automation (SFA) tools in order to effectively manage customer relationships and enhance sales force productivity. Most research identifying the success due to SFA acceptance by salespeople, and attend to find the antecedents of SFA acceptance by salespeople. However, it may be inadequate in determining the success due to IT acceptance (or usage) unless the consequences of its “acceptance (or usage)”are obviously valuable. Regretably, there are fewer studies exploreing the effect of sales technology on salesperson performance and its mechanisms. This study, integrating the model of selling behavior, performance, and effectiveness proposed by Churchill et al., (2000) and the adaptive selling framework proposed by Weitz et al., (1986), develops a theoretical model of the effect of SFA system infusion by salespersons on their sales performance and its mechanisms. This model not only explores the influence of salesperson’s SFA infusion on sales performance but also infers the mediating effects of salesperson’s knowledge, call productivity, and adaptive selling behavior on the relationships between SFA infusion and sales performance. One hundred and eighty-nine salespeople from one life insurance enterprise were samples as subjects. The results of confirmatory factor analysis indicate that this questionnaire scales have good model fit, reliability and validity. This SEM path analysis shows that (1) salesperson’s SFA system infusion has positive impact on sales performance, also SFA system infusion has a indirect impact through knowledge and call productivity on sales performance, moreover, mediating path of knowledge significantly contributes to sales performance, (2)salesperson’s knowledge has a significant impact on adaptive selling behavior and sales performance, (3)salesperson’s call productivity has a significant impact on sales performance, adaptive selling behavior did not has any significant impact on sales performance. Finally, suggestions for business authorities and human resources department, and recommendations for future research are presented.
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Karlinsky, Shichor Yael. "Automation, Decision Making and Business to Business Pricing." Thesis, 2018. https://doi.org/10.7916/D83X9Q5M.
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In a world going towards automation, I ask whether salespeople making pricing decisions in a high human interaction environment such as business to business (B2B) retail, could be automated, and under what conditions it would be most beneficial. I propose a hybrid approach to automation that combines the expert salesperson and an artificial intelligence model of the salesperson in making pricing decisions in B2B. The hybrid approach preserves individual and organizational knowledge both by learning the expert's decision making behavior and by keeping the expert in the decision making process for decisions that require human judgment. Using sales transactions data from a B2B aluminum retailer, I create an automated version of each salesperson, that learns the salesperson's pricing policy based on her past pricing decisions. In a field experiment, I provide salespeople in the B2B retailer with their own model's price recommendations through their CRM system in real-time, and allow them to adjust their original pricing accordingly. I find that despite the loss of non-codeable information that is available to the salesperson but not to the model, providing the model's price increases profits for treated quotes by as much as 10% relative to a control condition, which translates to approximately $1.3 million in yearly profits. Using a counterfactual analysis, I also find that a hybrid pricing approach, that follows the model's pricing most of time, but defers to the salesperson's pricing when the model is missing important information is more profitable than pure automation or pure reliance on the salesperson's pricing. I find that in most cases the model's scalability and consistency lead to better pricing decisions that translate to higher profits, but when pricing uncommon products or pricing for unfamiliar clients it is best to use human judgment. I investigate different ways, including machine learning methods, to model the salesperson's behavior and to combine salespeople's expertise as reflected by their automated representations, and discuss implications for automation of tasks that involve soft skills.
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Li, Ye-Shian, and 李謁賢. "The Study of PSP-Based Sales Force Automation for Real Estate Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/x8g787.
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碩士國立臺北科技大學
服務與科技管理研究所
100
With the evolution of times and the advances in technology, not only management, strategy, and organizational structure that followed in the novelty and change, but also in the domains of sales. Modern marketing strategies are different with tradition, and it’s must be focus on process customer-oriented on outset in the selling process. We hope to explore the personal sales process (PSP) and the sales activities in real estate industry to build the PSP-based selling platform of real eatate. In article, we are building the real estate PSP architecture. It’s have six stages including development potential customers, understanding prior information, building demand relationship, reality sales and presentation, transaction with tracking, and maintain reputation. We use Self-Organizing Maps of unsupervised neural network as the analysis tool to conduct the cluster analysis for potential customers that we sort out 16 potential customers clusters. Finally, we provide the framework of the real estate sales force automation for the designing in the future.
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Chun-Ta, Wu, and 吳俊達. "A Study on Implementing Dynamic Pricing Strategy to Sales Force Automation System." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/f892hk.
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碩士國立臺北科技大學
管理學院經營管理EMBA專班
101
In this study, Taiwan''s leading petrochemical shipping company (abbreviated Company F), for example, the use of case study method to explore how to avoid the sales staff to undertake adequate supply neglected carriage of goods at reasonable prices, this research using the case of the management theory verification problems of the company''s management in order to help the company to make improvements. The study protocol Christensen (Clayton M. Christensen) use of the product to complete the work theory, the actual talks through the management company F cadres review, analyze profit and loss information, as well as observing the actual operation situation, direct to excel simulate a dynamic pricing strategy system and the actual import F operating discovered by management problems, and then through the agency theory and scalable technology acceptance model theory in literature, sorting out one important key variables - Trust , usefulness cognition , easy to use cognitive , respect and organization , etc. variables, this study architecture with extensibility technology acceptance model theory as the design basis, as the system of import management problems occurring after the theoretical basis for improvement . v The study found that the new system is introduced, the basis of scalability technology acceptance model theory perceived usefulness and easy to use cognitive, can contribute to the smooth introduction of new systems, but the study found that if the words "trust" variables allow employees improve "loyalty" to use, plus be able App software on mobile devices, so that cadres personally grasp the operating data, the most readily available "trust", but also to understand how to improve the balance of payments, the guide all employees dedication to improve operations .
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Cheng, Wei-Yen, and 鄭偉彥. "The Effect of sales Force Automation Systemon Medical Representatives in Pharmaceutical Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/44108261495258943046.
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碩士高雄醫學大學
藥學研究所碩士在職專班
94
With the fast advances in modern technology, information technology has been widely accepted and applied in various industries. The pharmaceutical industry has also started to adapt the information system on pharmaceutical marketing, and the incorporation of Sales Force Automation, SFA, has been widely discussed in recent years. Because SFA is still considered as a new type of information technology system, companies are either under the stage of evaluating SFA’s performance in their companies or still wait and see whether they should acquire the system. The goal of this study is to discuss SFA’s effects on marketing representatives (MR) in the pharmaceutical industry and will further discuss the factors affect the results. In this study, the key indices influencing pharmaceutical sales and marketing are generated by brain storming in this study. These indices are further screened by Delphi method to identify the most suitable factors. Purposive sampling and survey have been conducted on marketing representatives from companies already had SFA system, and a total of 119 effective surveys were collected for analysis. The results show that sales representatives’ education background and the type of the company in the pharmaceutical industry have statistically difference on the application of SFA system, and after practicing SFA, sales people can feel its effects on their efficiency. Even though no increase of sales efficiency can be found in this study, but from the perspective of MR’s emotion, the system can help their efficiency to certain extent. For MR, SFA is not only a human resource management tool for upper management level, but also a powerful weapon for personal sales works.
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Hsueh, Ching-Hsin, and 薛景新. "An Exploratory Study of Firms'' Implementing Sales Force Automation Technology." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/59856526608096936907.
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碩士國立高雄第一科技大學
行銷與流通管理所
98
The market is changing at every moment, A firm has to develop the competitiveness unceasingly to achieving their sustainability. In order to understand the changeable market, the salesmen must search market information to submit their superior for studying the corresponding strategy activities, obviously the role of salesman is very important, hence the managements of salesmen and sales productivity had been focused. In fact, these factors will influence a firm’s operations, therefore, the researches of sales force management had been regarded as an major issue. Before begining this kind of researches, we need to know that the job function of salesman is very flexible, it’s not easy to control their behavior or to monitor their marketing activities by a standard operation procedures(SOP), what kind of sales performance management tools can be utilized to control the sales force? Sales Force Automation (SFA) technology had been adopted to manage the sales performance by many firms. However, these firms take risks which are the large and lengthy investments and with a high failure rate, due to salesmen are not willing to accept SFA. This research is based on my experience when I worked in a company of Electronic Manufacturing Services (EMS),and according to our process of implementing SFA technology as my research topic, and this research will understand how managers train and encourage the sales force to adopt a new technology, and extend theory of technology acceptance model (TAM) to explore the influences of three external variables (including organizational support, social influence and personal characteristics) and three internal perceived belief variables (including perceived usefulness, perceived ease of use and perceived collaboration) while salesmen use SFA system, and also extracts the key words related TAM contentions by in-depth interview with sales team members, and gathers the materials of the organization culture from internal magazines, E-bulletin board, notices on the factory buildings and written records of founder member of our company, and then find a connection between the organization culture and the TAM variables, finally, this research will generalize a conclusion related with a firm developing their organization culture to reduce their failure rate of implementing SFA.
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Jose-Menon, Marlyn Mary. "Individual, social, organisational and system factors that influence acceptance of SFA tools: the case study of CRM in a South African banking context." Thesis, 2013. http://hdl.handle.net/10539/12846.
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Thesis (M.Com. (Information Systems))--University of the Witwatersrand, Faculty of Commerce, Law and Management, School of Economic and Business Sciences, 2013.This research study investigated the key factors that facilitate the adoption of technology by salespeople by building on previous studies in literature that have investigated Customer Relationship Management (CRM) acceptance. The research model was adapted by introducing a new construct, System Characteristics, along with Organisational, Social and Individual Factors to explain Sales Force Automation (SFA) tool acceptance, through the mediating influences of Perceived Usefulness (PU) and Perceived Ease-of-Use (PEOU). The results from 337 end-users of the Siebel CRM system in Bank A, in South Africa, found that in addition to PU and PEOU, Personal Innovativeness and Team Leader Support are significant independent drivers of User Acceptance of SFA tools. The model had an R2 of 0.480, which showed that a considerable portion of the variance could be explained through these factors. The research contributes to the current body of research by confirming the importance of personal innovativeness and team leader support towards system acceptance. The number of years the user has been working on the system was also shown to have a significant positive influence on acceptance. Practitioners, concerned with the acceptance of SFA tools, will find that organisational and social factors can significantly influence how users perceive a system to be easy-to-use and useful. The fact that these factors are all relatively easily implementable will be welcomed by IT practitioners facing similar challenges with their sales force. Technical characteristics of the system were found to be a construct that is recommended for future research, based on the findings from this study. Identifying specific aspects of the interface that change users’ perceptions about the software’s ease-of-use can be done by possibly Technology Acceptance Model (TAM) with the e-S-QUAL model in future studies.
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Sen-Huang, Huang, and 黃森煌. "A Study of Attitude toward Using the Sales Force Automation System of Sales Representative—in case of Life Insurance Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/05073997930172641262.
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碩士國立臺北科技大學
商業自動化與管理研究所
92
There were two main topics in this study. One was to generate an integrated functional structure of sales force automation system by using Delphi method. General Manager of CRM Company, scholars, sale administrators and supervisors of insurance companies were invited to join the profession team. A consistent structure was confirmed after iterative questionnaire surveys. The other one was to examine the behavior intentions toward the use of sale forces automation system of the insurance sales force by using LISREL V. 8.51. The research frame was based on the Technology Acceptance Model, and further dimensions, including playfulness, innovativeness, service convenience, and perceived risks, were integrated. The research aimed at understanding the behavior intentions of sales force automation system targeting at the sales forces of life insurance. The results analyzed using LISREL indicated that (1) Perceived ease of use and perceived usefulness were the most critical factor affecting the behavior intentions of the sales force. (2) Perceived risks had negative relations with both perceived usefulness and attitude and indirect relation with behavior intentions. The effect was next-best to perceived ease of use and perceived usefulness. (3) Compatibility, service convenience, and playfulness had significant positive effects on attitude. But image and voluntary had no significant effect on attitude.
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Ni, Sheng-Hua, and 倪聖華. "PDA Applications in Sales Automation System–A Case Study in the Beverage Industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/15221794441413149528.
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碩士元智大學
資訊管理學系
97
With the popularization of internet usage and mobile businesses in recent years, new-generation Personal Digital Assistant(PDA) with powerful chips and WiFi-enabled are fast becoming a favorite tool for corporations to evolve into mobile enterprises. Highly portable and ergonomically designed, new-generation PDA are packed with the fastest chips and hold lots of memory. Multi-connection capabilities like infrared, bluetooth and WiFi often come as standard features, making them highly versatile and practical for business applications. Mobile technologies release business users from the constraints of deskbound PCs, enabling them to access and even update information while on the move. These tools inject mobility and flexibility into business processes, spearheading a corporation’s transformation into a mobile enterprise. Based on characteristics of the beverage industry and business processes of its sales representatives, we used Unified Modeling Language (UML) to analyze and design a PDA sales automation system. The system will utilize automation and computing capability of PDA, coupled with the use of infrared and bluetooth connectivity to capture all details of sales transactions, and provide on-time and accurate information like current and historical sales, customer details to sales representatives to assist negotiations on product, price and promotional details. We also reviewed case studies to examine the impact, pros and cons of introducing PDA sales automation system. At the end of the study, we find conclusive evidence that PDA sales-automation systems are suitable for adaptation by sales representatives in the beverage industry.
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Freitas, Catarina Filipa Reis. "Applying robotic process automation to improve customer operations at Vodafone Portugal." Master's thesis, 2022. http://hdl.handle.net/10362/133848.
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Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementThe telecommunications industry is becoming more competitive than ever before but is also a sector with low level of differentiation among operators and, in Portugal, is also a sector with numerous complaints from clients regarding the after-sales services, this makes the customer experience a crucial factor to the organization success. Therefore, is vital to evolve and to find ways to fulfil the customers’ needs in the more efficient and effective way possible. Robotic Process Automation (RPA) provides a fast and easy way to change the approach of companies to after-sales support, by automating processes that have value to the customer, such as, notify customers of problems occurring in their network, or providing follow up to their service order when they request. The main purpose of this project was to use RPA technology to developed automated workflow systems to solve the major inefficiencies in the Customer Operations department and therefore improve the customer experience in Vodafone Portugal. Thus, to fulfil the project objective, five automations were developed in three teams of the department – 16916, 16913 and Field Service – and other three quick-fix automations (as supplementary projects) were developed for other related teams.
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Tsai, Tsung-Han, and 蔡宗翰. "Employing the Adoption Ladder Method of Sales Force Automation to Strengthen Customer Relationship Management." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/10605383623958024574.
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碩士國立彰化師範大學
企業管理學系國際企業經營管理
101
Since the promotion of National Health Insurance in Taiwan, the budget for health insurance has become difficult and the subsidies for hospitals and clinics are adjusted the pharmaceutical prices and reduced the average point value that hospitals are facing serious shortage of medical demands and major challenge in pharmaceutical industry. In such a fiercely competitive environment in pharmaceutical industry, it has become a primary issue for pharmaceutical factories discovering the competitive advantages and analyzing the physicians’ prescribing behaviors to overcome the reducing subsidies and achieve the business performance. In various physicians’ prescription drugs, the ones for chronic diseases are prescribed by nationally certified professional physicians that they present decisive effects on the selection of pharmaceutical factories. How to struggle for the support of physicians’ prescriptions therefore becomes the key factor in pharmaceutical factories achieving the business performance. A Japanese pharmaceutical factory in Taiwan is explored the applications of Sales Force Automation System with the combination of Sales Laddering and Trend Analysis to clearly defining the position in sales hierarchy of physicians’ customers. Aiming at such customers, relative sales strategies are further developed to reinforce Customer Relationship Management for high sales performance in the competitive market. The above systems and approaches are utilized in the case factory, in which suitable position in sales hierarchy of customers are established, the behavioral changes and the correlations between the involvement and the number of visit between customers in Level A v &; B in Sales Laddering are deducted by Trend Analysis with the mean, the behavioral changes of prescriptions between Level A &; B customers in different seasons are observed, and each physician’s cognition of drugs is clearly defined. It tends to enhance the prescription amount of pharmaceutical factories. The research results could provide reference for pharmaceutical factories in Taiwan formulating sales strategies and enhancing the competitiveness.
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Chang, Yi-Fu, and 張義富. "The Study of the Adoption of Sales Force Automation Technologies in Taiwan’s Life Insurance Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/35985161006125610967.
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碩士淡江大學
國際貿易學系碩士在職專班
92
Sales force automation (SFA) tools, such as PC、Notebook、PDA, are commonly used by the salespeople in Taiwan’s Life Insurance Industry to facilitate the marketing activities. This study intends to examine how the individual characteristics of the salespeople and the related organizational characteristics which can make an impact on salespeople’s perception and usage intention of the SFA tools. This research collected data from 742 salespeople who implemented those SFA tools to support their sales activities. The major findings of this study can be summarized as the following： 1. With the exception of the position of the salespeople in his company, All the characteristics such as marriage status, education, income, working years, voluntariness, user involvement and management support have found to influence the salespeople’s perception of the SFA tools. 2. Favorable individual perception toward the SFA tools leads to positive perceptions, regarding the manner in which the SFA tools can increase work performance and the opportunity to prefer career assignment. 3. Favorable individual perceptions about the SFA tool and the positive perceptions, regarding the manner in which the SFA tool can assist them, will encourage the salespeople to use those SFA tools in the future.
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Yi-Hsun, Lee, and 李奕勳. "A Study of Sales Force Automation System Based on TAM Model-The Case of Banking in Taiwan." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/wzwbwx.
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碩士東吳大學
資訊管理學系
103
With competition patterns and changes in the financial services industry, companies focus on improving sales performance and make salespeople under pressure of many aspects. Rely on the traditional recording mode has been unable to effectively manage customer relationships and cope with changes in the market. To enhance the competitiveness of companies and sales, many companies use sales force automation system (Sales Force Automation, SFA). This paper will be based on technology acceptance to explore computer self-efficacy, user training and supervisor support on the use of the system for SFA. It could help enterprises understand the factors to be considered when importing sales automation system. The samples in this study are bank employees who had used sales force automation system. There are 200 questionnaires collected as effective samples. It was found that computer self-efficacy, user training and supervisor support have significant impact on the perceived usefulness and ease of use, perceived usefulness has a significant impact on the SFA system, and the perceived ease of use on the SFA system had no significant impact.
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Chien, Ming-Hung, and 簡銘宏. "A study on the behavioral change of brokers from the commencement of a Sales Automation System:On M Security Company." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/44742969602055995224.
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碩士元智大學
資訊管理學系
95
The dramatic changes in the global financial and economic trends in recent years, as well as the execution of the domestic Financial Holdings Company Law, have led to major structural changes in the financial market structure and its operation mechanism. Facing a gradual increase in the level of competition in the domestic financial market, the management situation of professional brokerages, who are not engaged in the financial holding business, is becoming more and more difficult. Given the fast changing environment, managers of securities companies often need to reconsider adopting new management models. How to motivate high sales performance, to increase customer satisfaction, and to cut down the departure ratio of brokers, have become extremely important, especially in the highly competitive service industry. Hence, how Sales Force Automation could help to increase brokerages’ competitiveness is their managers’ focus issue. This study explores the effect of the commencement of SFA on the professional conduct of brokers and makes M Securities Company’s nationwide branches as the research subjects. The following four conclusions were made: 1.Brokers possess a certain level of standards with regard to their level of information literacy and perception concerning customer relationship management. 2.“Lack of incentive” and “Lack of necessary trainings” are the two major difficulties of M Securities Company when commencing SFA. 3.Brokers carry a positive attitude towards the commencement of SFA to reinforce their professional conduct and abilities. 4.For brokers with a “high” level of information literacy, the higher their perception of customer relationship management, the more significant variation of positive correlation in their professional conduct due to the commencement of SFA.
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Yang, Po-Sheng, and 楊博盛. "An Investigation of Incentive Alignments in The Implementation of Sales Force Automation-A Case Study of a Life Insurance Company." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/59384443000255945798.
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碩士國立暨南國際大學
資訊管理學系
96
Studies found the sales people have the negative cognition to the SFA (Sales Force Automation) system (Geiger & Turley, 2006). It had discouraging influences on the sales people and then affected the result that the SFA system's implementation of the company. In this situation, Leonard-Barton (1988) suggested to alter the organization's rewards system can solve this question. Several studies also showed that the incentives to encourage user to adopt the information system is an important process in implementing a new information system. Thus, this research's perspective was to observe how the incentives affected the sales to use the SFA system. In this case, we found the benefit that the SFA system brought was unable to be totally reflected by the job performance of this company’s sales people. Under the situation, the sales people unavoidably suspected benefit that the SFA system can bring and so they did not use the SFA system actively. This company's incentives make inputting customer’s data become a part of the sales people's job performance and contributed to make the benefit that the SFA system brought can be reflected by the sales, but it was unable to solve the above question completely. Finally, although the SFA system's rate of utilization was up to 80-90%., this research still found some of the sales people did not quite adopting to the usage of it. To make the sales people full use the SFA system, both how to made the benefit that the system brought can be totally reflected by the job performance of the sales people and how to solve this question by the incentives were worth thinking.
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Esteves, Luís Emanuel Vaz. "Sistema de informação para gestão das atividades e suporte à decisão das equipas comerciais." Master's thesis, 2016. http://hdl.handle.net/10400.2/5680.
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Esta dissertação enquadra-se na área do Customer Relationship Management (CRM), no domínio aplicacional do Sales Force Automation (SFA), em um operador móvel de telecomunicações no suporte à rede comercial. Assim, esta dissertação investiga de que forma a introdução de uma ferramenta SFA em um operador móvel de telecomunicações poderá resolver a enorme dificuldade que a empresa tem em obter informações fiáveis e atempadas. A incapacidade em obter esta informação não permite aos gestores tomar decisões em resposta a alterações súbitas do mercado. Por outro lado, os seus delegados comerciais que suportam os agentes não têm uma ferramenta que organize as suas agendas, e a disponibilização de informação útil e atualizada nas suas visitas aos agentes.
Assim, foi decidido investigar qual o impacto resultante da introdução de uma ferramenta SFA, que em tempo real auxilie os gestores na tomada de decisão, na disponibilização de informação que suporte as reuniões dos delegados com os seus agentes, bem como no planeamento e agendamento dessas mesmas reuniões. Foi demonstrada uma relação positiva entre a utilização do SFA e a produtividade dos delegados. Esta alteração de hábitos comportamentais, bem como a disponibilidade de informação permitindo uma melhor monitorização sobre o desempenho dos agentes, afetou positivamente a capacidade de tomada de decisão, tendo provocado um incremento na eficiência das visitas aos agentes, e resultando na melhoria dos indicadores mais importantes da empresa.This dissertation fits in Customer Relationship Management (CRM) area, the application domain Sales Force Automation tool (SFA) in a mobile telecommunications operator supporting the commercial network. Thus, this thesis research how the introduction of an SFA tool in a mobile telecommunications operator can solve the enormous difficulty that the company has to obtain reliable and timely information. Failure to obtain this information, does not allow managers to make decisions in response to sudden market changes. On the other hand its sales representatives supporting the agents do not have a tool to organize their schedules and providing useful and updated information on their visits to agents. It was therefore decided to research the impact of the introduction of an SFA tool that real-time assist managers in decision making, providing information to support the delegates meetings with their agents, as well as planning and scheduling of these same meetings. A positive relationship between the use of SFA and productivity of salesman was demonstrate. The behavior change, as well as the availability of information allowing for better monitoring the agents performance, positively affected the decision-making capacity and resulted in an increase in the efficiency of agents visits, and resulting an increase of Key performance indicators.
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Bastos, Carla Sofia Silva. "Process modeling for sales management : critical analysis and improvement through information management technologies." Master's thesis, 2018. http://hdl.handle.net/10362/57052.
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Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementNowadays with the emergence of new technologies, the evolution of the environments and the empowerment of the customers, it is crucial to find new strategies, structures and ways to improve the performance, reduce costs, increase profit and improve customer satisfaction and experience. The solution passes by the adoption of Business Process Management by sales organizations that desire to be efficient and competitive in their marketplaces. It is known that it is vital to understand, implement, document, update and improve processes, more specifically, the sales processes. The main goal of this dissertation is to perform a critical analysis of the current sales management processes through the identification of their limitations and propose an improvement by modeling new sales processes and sub-processes as well to present the benefits that will arise from this change. To achieve this goal, it will be proposed new technologies and approaches like artificial intelligence, robotic process automation, Internet of Things, among others, that allows companies to generate what they want in terms of return on investment and drive up their efficiency levels. At the end of this dissertation is intended to provide a holistic view of the sales management process and help companies to use a new mechanism to plan and allocate resources and to have a clear governance structure based on continuous learning and improvement.
Hoje em dia com a emergência de novas tecnologias, a evolução dos ambientes empresariais e o fortalecimento dos clientes é crucial encontrar novas estratégias, estruturas e formas de melhorar a performance, reduzir custos, aumentar o lucro e melhorar a satisfação e experiência do cliente. A solução passa pela adoção da gestão de processos de negócio pelas organizações de vendas que desejam ser eficientes e competitivas no mercado inserido. É conhecido que é vital perceber, implementar, documentar, atualizar e melhorar os processos, mais especificamente, os processos de venda. O principal objetivo desta dissertação é a realização de uma análise crítica dos processos de venda atuais através da identificação das suas limitações e propor uma melhoria através de uma nova modelação dos processos e subprocessos de vendas, bem como apresentar as principais vantagens que irão surgir com esta mudança. Para atingir este objetivo, serão propostas novas tecnologias e abordagens como, por exemplo, artificial intelligence, robotic process automation, Internet of Things, entre outras, que permitirão às empresas gerar o que pretendem em termos de return on investment e aumentar os seus níveis de eficiência. No final desta dissertação, pretende-se obter uma visão holística dos processos de venda e ajudar as empresas a utilizar novos mecanismos para planear e alocar recursos e a obter uma estrutura de governança clara baseada na aprendizagem e melhoria contínua.
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Lai, Chun-Cheng, and 賴宗成. "Research on the Improvement of Business Performance by Introduction of Sales Force Automation---From The Perspective of Top Management of Taiwan Pharmaceutical Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/05756866232295138044.
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碩士高雄醫學大學
藥學研究所碩士在職專班
94
The pharmaceutical industries which have high costs in customer service mainly depend on salesmen to promote and market their products. However, the salesmen seldom use high-tech instruments under traditional marketing model and record customers’ data by different ways. Thus, it is easy to have errors in the records and is hard for the internal department and administrators of the company to supervise. The policy of BNHI continuingly reduces the total expenditure of drug. The profit of the pharmaceutical companies drops down accordingly. Under these circumstances, to keep the core competitive advantage and market share is the common goal of every pharmaceutical company. Sales Force Automation (SFA) brings renovation for the company. SFA speeds the transmission of the information inside the company, allocates the marketing resources more efficiently and segments the company from other competitors. It is proved that SFA helps the company to enhance sale performance in the life insurance industries and other industries. However, the impact of SFA on the pharmaceutical industries is seldom discussed. This thesis thoroughly discusses the impact on the companies which have adopted SFA by the method of interview. It is found that SFA indeed enhances the internal management and efficiency of the company. It is also found that SFA helps the company to evaluate the pharmaceutical market more accurately. However it is hard to estimate whether SFA can increase the profits of the company. If the implementation of SFA exceeds the threshold (upgrade to CRM & BI), the effectiveness will dramatically increase.
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CHENG, WEISEN, and 鄭偉森. "A Study on the Influence of Brand Awareness, Customer Service Quality and Customer-Oriented Sales Model on the Willingness of Enterprise Procurement Decision-Making in the field of Industrial Automation Control Products." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/hbf9r3.
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碩士國立高雄師範大學
事業經營學系
107
With the trend of global Internet of Things, Industry 4.0 require AI and smart manufacturing, and the smart development goal of the government's "smart machinery", the machine tool and machinery industry has increased the demand for automation control. In addition, Taiwan faces low-birth rate and aging, and future labor. The problem of insufficient population, industrial automation control is to solve the problem of manpower shortage, human error and more precise process control to create better product quality. Therefore, in order to improve the competitiveness of products and pursue high-quality targets, the domestic manufacturing industry is increasing the degree of process automation control. This is the current trend of the industry. Especially under the torrent of Industry 4.0, it seems that the industry is transforming, saving manpower and improving smart manufacturing. It is already a strategy for industry survival and international competition. The purpose of this study is to understand the impact of brand awareness, customer service quality and customer-oriented sales models on the company's willingness to purchase. Therefore, taking Taiwan Yokogawa Co., Ltd. as an example, a questionnaire survey was conducted among its main customers, including on-site production process related, process design, R&D and procurement, and a total of 209 questionnaires were collected. Then using SPSS 24 statistical software to do data analysis and hypothesis testing, the results found: 1. Brand awareness has a positive and significant impact on corporate purchasing willingness. 2. Customer service quality has a positive and significant impact on corporate purchasing intentions 3. Customer-oriented sales model has a positive and significant impact on corporate purchasing willingness. So hoped that the results of this research can be used to understand the purchasing decision-making mode or factors of the relevant products in the industrial automatic control industry, so that the domestic industrial automatic control product suppliers can truly understand the customer's needs and provide real Products that meet customer needs and solve customer problems. Keywords: automatic control, industry 4.0, brand awareness, customer service quality, customer-oriented sales model.
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Cheng, Li-Lung, and 鄭力倫. "Effects of Sales Personality on Sales Performance under Executives’ Different Leadership Style—Office Automatic machine industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/01117222251604425262.
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碩士國立臺北大學
企業管理學系
96
For sales-oriented firms, the focus of their efforts is concentrated on creating persistent and optimal sales performance, and such performance may hinge on products, marketing strategies, brand popularity, service quality, and most important of all, dedication of salespersons. In addition, supervising executives also make up an important factor affecting the performance of salespersons. Through a questionnaire survey, this study explores the salespersons in three leading office automatic machine companies in Taiwan, Canon, Xerox, and Sharp. A total of 400 questionnaires were distributed through direct delivery, email, and electronic survey, and 336 copies were collected. 327 of them were valid responses. Big Five, proposed by Costa and Mcrae(1989, 1992), is taken as the independent variables, while initiating structure and consideration, derived from Ohio State University’s two-construct theory, are taken as the moderating variables. Some important demographic variables, such as marriage, seniority, and working district are also regarded as the moderating variables in this research. Sale performance here is the dependent variable. This research is aim to know the relationship between sales personality and sales performance, and meanwhile, to understand if different leadership style and demographics indeed influence the sales performance. The research findings include: (1) conscientiousness has positive influence on sales performance; (2) agreeableness has negative influence on sales performance and (3) seniority has significant influence on the relationship between conscientiousness and sales performance. Connotation of management: (1) one of the main factors influences the effect leader has upon follower perhaps is in relation to the leader’s seniority. (2) The first priority when recruiting sales people is considering personality of high- conscientiousness and low- agreeableness as far as possible. (3) It is more suitable to take use of high-initiating structure and high- consideration when leading people whose seniority is lower than five years.
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Дербенева, А. Е., and A. E. Derbeneva. "Снижение риска при выполнении проектно-конструкторских работ (на примере САПР роботизированного станочного модуля) : магистерская диссертация." Master's thesis, 2018. http://hdl.handle.net/10995/61445.
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The first chapter describes the situation of the use of industrial robots in the market of machine-building production. The sales volumes of modern robots are considered depending on the industries where they are applied. Comparative statistics on the implementation of robots for performing various operations are also given. The level of robotization in Russia and in the world is analyzed. The advantages and disadvantages associated with the introduction of robots into enterprises are revealed.
In the second chapter, the topic of flexible production systems is discussed. The existing systems for designing flexible machining modules are evaluated. It also provides a definition of risk, its evaluation. The types of risks were identified during the implementation of the robotic machine module at the enterprise of the machine-building complex. Methods for determining the magnitude of risks are presented.
The third chapter presents the most commonly used tools for risk analysis. The main features of the expert assessment method are considered in details. The sequence of actions of the expert survey is presented. On the basis of the chosen method, an order of actions for assessing the risks of the robotic modules presented in the second chapter of the CAD algorithms was developed. Visual images based on summary tables of each CAD algorithm are constructed. Measures to eliminate intolerable risks are suggested.
The master's thesis consists of an explanatory note of 80 pages, 18 figures, 11 tables and includes an introduction, three chapters, conclusion, a list of sources used, consisting of 35 titles, and three appendixes.В 1-й главе описывается ситуация применения промышленных роботов на рынке машиностроительного производства. Рассмотрены объемы продаж современных роботов в зависимости от отраслей, где они применяются. Также была приведена сравнительная статистика по реализации роботов для выполнения различных операций. Проанализирован уровень роботизации в России и в мире. Выявлены преимущества и недостатки, связанные с внедрением роботов на предприятия. Во 2-й главе затрагивается тема гибких производственных систем. Осуществляется оценка существующих систем проектирования гибких модулей механообработки. Также дается определение риска, его оценки. Были выявлены виды рисков при внедрении роботизированного станочного модуля на предприятии машиностроительного комплекса. Приводятся методы для определения величины рисков. В 3-й главе представлены наиболее часто используемые инструменты для анализа рисков. Рассмотрены более подробно основные особенности метода экспертных оценок. Представлена последовательность действий экспертного опроса. На основе выбранного метода был разработан порядок действий оценки рисков приведенных во второй главе алгоритмов САПР роботизированных модулей. Построены наглядные изображения на основе сводных таблиц каждого алгоритма САПР. Предложены мероприятия по устранению непереносимых рисков. Магистерская диссертация состоит из пояснительной записки объемом 80 страниц, 18 рисунков, 11 таблиц и включает в себя введение, три главы, заключение, список использованных источников, состоящий из 35 наименований, а также три приложения.
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Chen, Chia-Ming, and 陳家銘. "An Automatic Feedback Mechanism Applying the Google Analytics: The Sales Website of Kitchenware and Bathroom." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/90479219535036464890.
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碩士國立中興大學
資訊科學與工程學系
104
E-Commerce contains many daily operational data, such as the information about visitors, product sales ranking, website keywords and so on. These data will be very useful used to improve the effectiveness of the websites. Therefore, how to combine web analytics and further to understand the customer and the market demands are very important tasks for the success of electronic commerce. Not only The world''s 500 largest companies but also thousands of over sixty percent of large sites are using Google Analytics (GA) provided by Google. GA is built upon a revolutionary cloud service site for web analytics, and is a free-to-use web analytics tool with powerful features. In this thesis, we integrate Google Analytic data into the sales website of kitchenware and bathroom to improve the website content and design and reduce the time required for system integration and labor costs.
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Cruz, Hélder Miguel Paiva. "Desenvolvimento de salas de testes para oficinas de engenharia Continental - CST." Master's thesis, 2019. http://hdl.handle.net/1822/64922.
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Dissertação de Mestrado (Ciclo de Estudos Integrados Conducentes ao Grau de Mestre em Engenharia Eletrónica Industrial e Computadores)Os testes desempenham um papel fundamental na descoberta de diversos problemas e, na indústria, são imprescindíveis. A Continental não é exceção e, por isso, implementa em cada área uma sala que disponibiliza equipamentos e ferramentas dedicadas aos testes dos componentes presentes nas máquinas de produção de pneus desse setor. A multinacional alemã regressou ao negócio dos pneus agrícolas e dos pneus OTR (Off the Road) em 2017 e o local de produção escolhido foi a fábrica de Lousado, em Vila Nova de Famalicão. Para isso, foi criada uma nova unidade de produção, denominada CST (Continental Specialty Tires), dividida em duas áreas de engenharia (Engenharia 7 e 8). As salas de testes destas duas áreas já se encontram definidas, mas sem conteúdo, pelo que o objetivo desta dissertação é o seu desenvolvimento. O ponto de partida foi a análise das necessidades particulares de cada uma das oficinas, tendo sido feita uma investigação pormenorizada de modo a perceber quais os principais testes nesta indústria e quais os componentes que esta sala deve conter. Para isso, foi fundamental o estudo das diferentes máquinas na unidade CST e das salas de testes que existem na unidade de produção de pneus ligeiros. De seguida, foi desenvolvida uma proposta dos equipamentos, que foi apresentada aos engenheiros e técnicos da área, para proceder à compra dos componentes. O passo seguinte passou por instalar todo o hardware e software destas salas, incluindo as utilidades necessárias ao teste de equipamentos, tais como ar comprimido e energia elétrica. Por fim, foram realizados ensaios a todos os componentes instalados para verificação do bom funcionamento de modo a responder às necessidades deste setor da empresa.
Testing plays a key role in finding many problems, and in industry, they are essential. Continental is no exception and therefore it implements in each area, a room that offers equipment and tools dedicated to the testing of the components present in the tire production machines of this sector. The german multinational has returned to the agricultural tire and OTR (Off the Road) tire business in 2017 and the production site chosen was the Lousado plant in Vila Nova de Famalicão. For this, a new production unit, called CST (Continental Specialty Tires) was created, divided into two engineering areas (Engineering 7 and 8). The test rooms of these two areas are already defined, but without content and the purpose of this dissertation is its development. The starting point was the analysis of the particular needs of each of the workshops, and a detailed investigation was carried out in order to understand the main tests in this industry and what components this room should contain. For this, it was fundamental to study the different machines in the CST unit and the test rooms that exist in the light tire production unit. Subsequently, a proposal of the equipment was developed, which was presented to the engineers and technicians of the area, in order to purchase the components. The next step was to install all the hardware and software in these rooms, including the utilities needed to test equipment, such as compressed air and electric power. Finally, tests were carried out on all the installed components to verify the good functioning in order to respond to the needs of this sector of the company.