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Analysis, design and implementation of CRM solutions for selected company
Ilavský, Dávid ; Pour, Jan (advisor) ; Šedivá, Zuzana (referee)
Bachelor thesis focuses on the area of information systems, which are used to support customer relationship management in companies. The main objective of this work is to provide a sample of solution for CRM system implementation for real customer from the banking sector. The first part defines basic functional areas of any CRM application. Each of these areas is described in more detail in terms of its primary use and tasks that within the CRM as a whole performs. Further is described the analytical area of CRM application (or Customer Intelligence), which is gradually playing a key role in the entire CRM system in past few years. It includes its potential uses in various fields. At the end of the theoretical part, the author compares the fundamental differences between cloud model of deployment and traditional on-premise solution. The practical part focuses on the main objective of the thesis and description of the supplied solution in the form of a module, which extends the existing CRM application with the option for business partners registration of Hypoteční banka, a. s. and ČSOB Pojišťovna, centralized in one system. The requirement is build in Microsoft Dynamics CRM 2011 and as the source system it is used CRM system of Hypoteční banka, a. s..
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Design of processes of business department in IT company and measuring their performance
Schütz, Martin ; Oškrdal, Václav (advisor) ; Bruckner, Tomáš (referee)
The thesis deals with design of new processes of business department in IT company which provides server hosting, web hosting and domain registration services. These processes come from identification and analysis of current processes and the theory of business department management. Key Performance Indicators (KPIs) were set for selected processes which can be used for managing the company as a whole. Models of processes were created due to EPC notation. New processes were designed to continuously create data in CRM information system providing evidential and information support necessary for business department management, including the possibility of measuring its performance. Processes also automatize often repetitive activities and provide relevant information to other affected business units within the company. Contribution of the thesis lies in results of analysis of current identified processes containing solution proposals of discovered problems and newly created process models. Both can be used as a pattern for optimization of current processes in already existing organization or for designing new process models in new organization in the same or similar field of business.
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CRM System Optimization
Fučík, Ivan ; Mildeová, Stanislava (advisor)
This thesis is focused on CRM solutions in small and medium-sized organizations with respect to the quality of their customer relationship. The main goal of this work is to design an optimal CRM solution in the environment of real organization. To achieve this goal it is necessary to understand the theoretical basis of several topics, such as organizations and their relationship with customers, CRM systems, their features and trends. On the basis of these theoretical topics it is possible to analyze current CRM solution in the organization. From the data obtained by the methods of observation and controlled interview it was possible to prepare a design for optimal CRM solution. This optimal solution comes also from user and organization requirements. The optimal CRM solution saves time and costs associated with current CRM solution and replaces existing and ineffective CRM tools.
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Possibilities of Big Data use for Competitive Intelligence
Verníček, Marek ; Molnár, Zdeněk (advisor) ; Šperková, Lucie (referee)
The main purpose of this thesis is to investigate the use of Big Data for the methods and procedures of Competitive Intelligence. Among the goals of the work is a toolkit for small and large businesses which is supposed to support their work with the whole process of Big Data work. Another goal is to design an effective solution of processing Big Data to gain a competitive advantage in business. The theoretical part of the work processes available scientific literature in the Czech Republic and abroad as well as describes the current state of Competitive Intelligence, and Big Data as one of its possible sources. Subsequently, the work deals with the characteristics of Big Data, the differences from working with common data, the need for a thorough preparation and Big Data applicability for the methods of Competitive Intelligence. The practical part is focused on analysis of Big Data tools available in the market with regard to the whole process from data collection to the analysis report preparation and integration of the entire solution into an automated state. The outcome of this part is the Big Data software toolkit for small and large businesses based on their budget. The final part of the work is devoted to the classification of the most promising business areas, which can benefit from the use of Big Data the most in order to gain competitive advantages and proposes the most effective solution of working with Big Data. Among other benefits of this work are expansion of the range of resources for Competitive Intelligence and in-depth analysis of possibilities of Big Data usage, designed to help professionals make use of this hitherto untapped potential to improve market position, gain new customers and strengthen the existing user base.
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Výběr a implementace open source nástroje pro řízení portfolia projektů
Marek, Jan ; Chlapek, Dušan (advisor) ; Kučera, Jan (referee)
Methods and ways of implementation of changes and innovations in companies through project management are in today's society very well established. There exists methodologies, techniques and tools for the management of individual projects. However in a role of project manager, I very often faced the fact that companies are performing the project portfolio management in very intuitive way. This in itself leads to failed and prematurely terminated projects, initiation of the wrong projects or realisation of correct projects, but at the wrong time. Very often I have also recognized, that there is lack of awareness of fact, that there are also Open Source applications that can help with the organization's portfolio. This thesis deals with the definition of requirements, search and selection of proper OSS application and subsequent implementation. In the first part of this thesis I prepare a theoretical framework about PPM, and on that basis then identify and verify a set of requirements for selection of right OSS PPM application. The next section of thesis describes searching for suitable applications from a variety of sources, assessment against the requirements and the final selection. In the last part the implementation project is drafted, which aims to serve other colleagues in project management as one of the possible implementation paths. The outputs are then continuously confronted with experts in matter of projects and project management in the field of IT in order to maximize symbiosis between theory and real life experiences. Virtually every project management methodology defines the collection of already-proven techniques, best practices or lessons learned from the previous similar implementations. The main contribution of this thesis I see in fact that it contains not only the design of the project implementation, but also describes a logical path, what leads to the result. Therefore this thesis could be used as a base or discussed best practice, when a project of implementation of PPM application in place.
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Psychometric characteristics of Youth Self-Report in clinical sample
Urbánek, Tomáš ; Čermák, Ivo ; Štěpánek, Petr ; Schmidtová, Jana
The paper deals with reliability and validity analyses of the Youth Self-Report questionnaire by Thomas M. Achenbach. It is a method comprising eleven subscales, mostly syndromes of pathological conduct of children and adolescents. The data were obtained from the psychiatric patients (girls) from 12 to 18 years, most of them were exposed to family violence and abuse. The analyses of internal consistency and correlation analyses supporting the empirical validity of scales were conducted.
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The model of adaptive behavior for the development of Czech assessment scales for children
Chadimová, L. ; Urbánek, Tomáš ; Seifert, M. ; Ivanková, K.
We introduce results of cluster analysis conducted during the development of Czech assessment scales of adaptive behavior in children and adolescents. Within the frame of National Institute of Education we organized the group of experts on the topic of adaptive behavior, both from the academical and practical areas. Every member of the expert group obtained 300 items inspired by local or foreign methods of adaptive behavior assessment. The experts were instrued to cathegorize the items, which they found meaningful with regard to the construct of adaptive behavior and its manifestation on the Czech background. Based on results we compiled consequent model of adaptive behavior, that becomes the base structure for newly developed assessment scales. We compare this structure with the model of adaptive behavior used by DSM-V.\n
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Managerial skills
Červinková, Barbora ; Kříž, Josef (advisor) ; Zdeněk, Zdeněk (referee)
The theoretical basis of this thesis explains the terms closely associated with the management and managerial skills. Introductory part relates to approach the concept itself and the executive management, we are further broken down managerial functions, which are continuously illuminates to describe other skills, such as communication, goal setting, skills and coaching. The main point is to approach the concepts of soft and hard skills that managers should possess, or which should in the course of his practice to learn. Only by careful control of both of these groups of skills can lead to good organization. For a clearer explanation of the managerial skills included graphic view, which approximates the distribution of skills. In the second part, a practical part, described the situation with the existing skills of managers in the selected company. Thanks to the questionnaire, it is possible to measure the current level of acquired skills of managers at three levels and can be evaluated, what is the interest of improving individual skills, or whether managers feel sufficiently qualified for their job positions.
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Influence of meadow management on the migration behavior of selected species of butterflies
Bubová, Terezie ; Langrová, Iva (advisor) ; Farkač, Jan (referee)
Migrations are the key process and one of the basic biological features, which allow survival of endangered species in fragmented landscape. In the last decades, agriculture intensification, industry and urbanization caused that number of natural butterfly habitats has significantly decreased. The localities originally suitable for butterflies are currnetly converted to farmland or building plots. This PhD thesis aimed to find a compromise solution of meadow management, which should allow a commercial use and concurrently do not jeopardize the continued existence of endangered or threatened species. The main idea of this study was in the intentional emigration causing in the middle of flight period, which should lead into resettlement of the population to another (potentially more suitable) locality. Possibility of aimed manipulation with butterfly emigrations would be considered as a major breakthrough in their protection.
The investigated species Phengaris nausithous (Bergsträsser, 1779) and Phengaris teleius (Bergsträsser, 1779) are both considered to be flagship species for protection of European butterflies at open meadows. This study is based on research, which was carried out in 2013-2015 at 17 patch in localities Dolní Labe, Czech Republic. In above mentioned years, one selected meadow was mowed in the middle of flight season and the emigrations were then monitored using mark-release-recapture method. Results of population and migration characteristics were calculated in MARK 8.1 software. Subsequently, the effect of mowing on emigration (comparison of emigrations from the meadow before and after mowing) was evaluated using Statistica 13.
The hypotheses of this study were based on the assumption, that the loss of resources after well-timed mowing should increase the activity of adult butterflies. During the monitoring, number of emigrations was increased only in flight season 2015. Unfortunately, the statistical evaluation did not show significant effect of mowing on migrations. On the other hand, the hypothesis dealing with colonization of nearest meadows was confirmed.
Effect of intentional emigration caused by management interventions was unfortunately not proved. However, we found out, that even though the population at one mowed meadow decreased clearly, the metapopulation size at the locality remained more or less stable.
At investigated (mowed) meadow, there was observed a sharp decline of P. nausithous abundance. On the other hand, P. teleius population was only slightly reduced. It is therefore conceivable, that P. teleius are not as susceptible to innapropriate term of mowing. The results obtained in our research conclusively displayed no possible positive effect of mowing in the middle of flight season and a necessity of suitable management maintenance at localities inhabited by Phengaris butterflies.
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Individual human odor as a forensic trail in criminal proceeding made by contact or contactless transmission and its resistance to physical agents
Santariová, Milena ; Bartoš, Luděk (advisor) ; Chmelíková, Eva (referee)
The dissertation thesis consists of four papers that have been published in scientific journals.
Study n. 1
The need to recover evidence from water is quite common in criminal investigation. The article deals with the possibility to collect human scent from such objects and with the ability of specially trained dogs to match such scent samples with scent samples collected from detained suspects. During an experiment, designed as a blind one, it has been proved, that human scent can survive on submerged objects and can be later used for scent identification.
Study n. 2
To collect odors the Czech Republic Police use special fabric sorbents manufactured under the registered mark ARATEX. Before use the fabric sorbent is treated by water vapor sterilization. After the scent identification the sorbent is destroyed. The goal of the study was to verify if the vapor sterilization is effective enough to remove human scent that has already penetrated into the sorbent structure or in other words if the sorbent can be exposed to vapor sterilization and then used again. Specially trained dogs were used to match starting odors with target odors in the line-ups. The results showed that dogs are able to correctly match human odors even after they have being exposed to vapor sterilization.
Study n. 3
The purpose of the study was to determine the temperature at which the human scent is degraded so that a dog would not be able to identify it. In contrast to expectations, eight dogs used in the experiment almost flawlessly identified human scents from five scent donors exposed to temperatures of 100°C, 200°C, 300°C, 400°C, 500°C, 600°C, 700°C, and 800°C. Only two of the dogs were able to identify 5 of 15 scent samples exposed to 900°C. No dog identified a scent exposed to 1000°C. Our study verified heat survivability of human scent far beyond existing expectations.
Study n. 4
We tested the hypothesis that if odor fallout (the release of a human odor onto an untouched object) in human subjects exists, then holding a hand above an absorbent will produce a detectable scent which will be subsequently matched in a detection test by trained dogs. Scents were collected from seven males to sterile cotton absorbent squares. The left hand was used to get the control scent and the right hand served as the target scent. Each experimental subject was sitting and his left hand was laid down on a cotton square for 3 min. The right hand was held 5 cm above another cotton square for 3 min. The scent identification was done by two specially trained police German shepherds. Both dogs performed 14 line-ups and correctly matched the collected scents of all test subjects. The results suggest the existence of human odor fallout, whereby a human scent trace is left by humans even if they do not touch an object.
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