|
Motivace, hodnocení a odměňování zaměstnanců zákaznického servisu
Schovancová, Leona
This work focuses on very topical issue, and that is motivation, evaluation and remuneration of employees in customer service. All three areas are closely linked, and only their mutual optimization and compliance can increase efficiency and productivity in customer service. It is a very specific area in which most employees not only care about existing customers, but gain new customers, provide information, handle claims and complaints and they are the gateway for each company. Customer Service is demanding in both, quantitatively and qualitatively to human resources. Businesses try to find a reasonable balance between the cost of human resources and their further education and the required power and goal fulfillment. As in the care and sales, good human resources are of the highest importance. It is not enough just to hire good people, they must be further developed educated and coached. It is necessary to focus on their motivation, it is not always possible to motivate each employee in the customer service individually, rather their preference and needs should be determined and those should be satisfied. Most employees prefer clear and objective assessment in connection with a transparent system of remuneration. It should also be a business objective. Sales are more and more important activity in customer service and it is no longer sufficient just to take care of existing customers. It is necessary to develop retention measures, and especially focus on the acquisition and re-acquisition activities. Success is critical for motivation and quality of staff. The thesis is therefore focused on identifying ways to optimize human resources management, especially in the areas of evaluation and remuneration so as to achieve even higher productivity and to fulfill sales plans. Based on the found strengths and weaknesses in employee satisfaction surveys with regard to one of the strategic objectives of the RWE Group, which is to increase market share in electricity, this means the need to increase sales, there has been proposed modification of the current system for evaluating employees' customer centers with a direct impact on remuneration. Modified system of evaluation of service employees will be more motivating, because overreaching of sales plan will be the possibility to receive up to 50 % more of variable wage component. Newly, evaluated will not be only sales figures, but the effort to sell as well. Monitored customer centers are in different locations and the CR has different regional conditions, which are mainly the different practices and different people and activities of competitors. It is important to recognize and motivate employees to implement the menus, although they are not always used. Evaluation protocol for internal supervision was modified significantly; greater significance was given to the criteria that directly support the current performance targets. Significant changes were also seen in the evaluation protocol that includes not only an overview of evaluation results, but there is listed the number of sales made, the amount of bonuses received for the sale, to calculate the total variable part of total wages and salaries to be paid. In the area of remuneration for service staff proposed a change of the ratio of fixed and variable components of wages from the current 85 : 15 to 80 : 20. Optimized system of remuneration consists of salary, bonuses and rewards for sales and rewards for sales in sales contests. Newly was developed a system of pay commission sales in customer centers. The proposed salary is fixed at the minimum wage for the group work in the CR, it is 8900 CZK. Now the average fixed salary of vendors is 15 660 CZK. Employees will have a greater portion of variable pay. The largest share of the variable component will be bonuses for the number of concluded contracts. Due to higher incentive bonus payment system for contracts, it is designed progressively. Newly, there is no upper limit for wages. Part of the variable components of wages will continue to be paid for customer-oriented access and correct communication; the evaluation will be conducted according to the newly proposed system for sellers' evaluation. Dissertation on a specific department analyzes current situation in the customer service in the area of motivation, evaluation and remuneration. It identifies strengths and weaknesses and proposes solutions for eliminating of weaknesses. Not always, however, the interests of employees and the company are in compliance, the work focuses on optimizing of these areas especially in terms of achieving its goals, it means from the viewpoint of a business.
|
|
The Active Music Reception
Šulanová, Silvie ; Hurníková, Kateřina (referee) ; Herden, Jaroslav (advisor)
Listening to music in the process of education is beneficial for a pupil only in case it is realized by means of active creativeness. To meet this requirement specific activities concerning music listening are applied in the framework of receptive music teaching. The dissertation proposes a so called dynamic model to function as an ideal solution to didactic transformation of music. The model enables to set up such classroom conditions in which pupils find it easier to observe elementary items and structures of music and thus comprehend music speech as a whole. Naturally then, a presentation of a particular piece of music via this model depends on teacher's abilities and skills. Nonetheless, the achieving of success in receptive music teaching is determined primarily by pupils' profundity and intensity of reception. Teaching pupils to listen to music in an active way represents teaching them to handle music through the use of creative musical activities and simple cognitive processes. In other words, on the basis of their own activities pupils penetrate into basic essentials of music i.e. they analyze music, identify its functional elements, detect structural constituents of music and thus decode its message. Consequently, they are able to employ acquired knowledge and experience in an analogical musical...
|
|
Outdoor management training from the view of psychology
Šulc, Marek ; Rymeš, Milan (referee) ; Štikar, Jiří (advisor)
This dissertation is focused on a description of educational methods for outdoor management training managers. This method bears in its basis on the pedagogy of experience, feelings and learning, so that it is possible to find a detailed description of these psychological constructs in this work. The author took heed of a global process of training and education of adults, also to a problem of basis criteria needed for a succesfull realisation of this educational method. There are real, realizable expectations to this method mentioned together with its limits. In the empirical part is described the outdoor management training from the view of organizational guarantee, from the view of handling with motivation and participant's expectation. You can find benefits of this popular method by selected samples.
|
|
Comparison of analysis of speech in dependence on age and gender
Báňa, Josef ; Smékal, Zdeněk (referee) ; Atassi, Hicham (advisor)
This thesis deals with analysis of speech signal in dependence on the gender and the age of the speaker. We tried to investigate through the features to find the best set for the automatic classification of speakers. It also contains a brief discussion about the speech signal and its characteristics. We used a program called Praat for the speech analysis purpose. This program is also described in this work. We mainly focused on the suprasegmental features of speech. Our first step was to make our own speech corpus which should contain speech records from speakers with various age and gender. We made the analysis using Praat and reported it within this thesis. For the automatic classification purpose, twelve features were selected basing on there quality criteria and used with a neural network to classify the speakers to classes with different age and gender. As it was mentioned, a neural network was used as a classifier. We used “Neural Network Toolbox” in the Matlab program to create and train our networks.
|
|
Disarmament and ensuring international security: the case of the Treaty on Conventional Armed Forces in Europe
Jančárková, Taťána ; Ondřej, Jan (advisor) ; Hýbnerová, Stanislava (referee)
DISARMAMENT AND PROVISION OF INTERNATIONAL SECURITY: THE CASE OF THE TREATY ON CONVENTIONAL ARMED FORCES IN EUROPE Since times immemorial, security has been one of the mankind's principal concerns. In the 20th century, the concept of international security entered the vocabulary of international law. International security can be defined as a "state of international relations where nor national security interests of individual states, neither international peace are challenged". The question of international security is thus inseparably linked to international peace, a connection confirmed in key documents of contemporary international law such as the United Nations Charter. Notwithstanding two approaches, to peace, negative and positive, it is evident that international security reflects the theme of war and use of force. The understanding of international security evolved in parallel with the perception of war as a means of dispute settlement. In the traditional international system, war was considered legal as long as it was justifiable. The relations between states were governed by the principle of efficiency. One of the traditional ways of strengthening a state's power and ensuring its security was to increase its levels of armaments. Gradual complexity of international relations along with...
|
|
The influence of foregoing crop on oats yield and quality
POLÁČKOVÁ, Jitka
Nowadays trend in Europe is returning to harvesting of traditional feeding crops. One of these crops is oat which has been universally used since time immemorial. Even today oats are processing and using in food industry and as a feed for farm animals. Further using of oats is in cosmetics and pharmaceutical industry. Oats contain high amount of proteins and fats, beta-glukan and mineral elements. Oats include vitamins B and E, lecitin, niacin and antioxidants. Research was executing on fields of University of South Bohemia in České Budějovice during one year. An impact on crop yield and quality of oats was observed in dissertation. There were used three crops corn, rape and cereal (spring wheat) in research. After these crops were sown ten varieties of oats, four naked and six husked varieties. At these varieties were observed an impact on crop yield and quality of oats. Evaluated characters were monitored during the vegetation, pre-harvest and post-harvest. There were observed germination and methane, height of vegetation, the degree of lodging oats, the number of lat m2, weeds, diseases and pests, after harvest was determine harvested grain yield, moisture and density, number of grains per panicle, thousand grain weight and grain on a network share during the vegetation. From the measured values follows that the best crop in year 2012 was corn and the best results were achieved by variety Abel, Avenuda, Atego, Pogon, Salo.
|
|
Eastern district 1960-1989. Citizens and the lowest link of the State security on the example of the Havlíčkův Brod district
Tomek, Prokop ; Rychlík, Jan (advisor) ; Hlavačka, Milan (referee)
The subject of this dissertation is the problem of activities of the State Security on a current district level which has remained up to now unnoticed. On one hand it dwells on the organization development of the apparatus of the political police outside big centres, on its persona! appointments and on the incorporation of the StB structure into the local system of the totalitarian power. On the other hand it analysis interests of the State Security, the develop-ment in the interpretation of enemy and of supposed or actual risks for the stability of the state power. The period between 1960 and 1989 was choosen for its stable form of the territorial zoning and as a period of declarative completion of the so-called socialist society. In such a framework it is possible to follow the influence that important landmarks had on the territorial structure of the State Security, as for instance the period around the Prague Spring 1968, or the rise of civic activities starting the end of 1970's, as well as the period of the fall of regime at the end of 1989. The study was written in particular as a result of studies of original so far mostly unexplored archival materials including use of some memoirs and other secondary literary sources. The role of territorial StB-bodies did not consist in a direct and mass...
|
|
Comparison of Product Information Management software tools
Vytiska, Tomáš ; Slánský, David (advisor) ; Pour, Jan (referee)
This diploma thesis deals with the Product Information Management (PIM) and compares PIM software tools. Its goal is to introduce the area of the PIM systems in Czech language. Next subgoal is to define system of criteria. It is also necessary to achieve the last goal -- to analyze and compare PIM software. The method I used is the exploration of information sources; obtaining information through email communication and use of empirical knowledge to define system of criteria. The contribution of this work is the same as its goals. The work is divided into two parts. The first theoretical part deals with PIM definitions, context, functionality, architectures and PIM market developing. The second practical part involves selecting of particular PIM software tools, defining system of criteria and comparison of PIM software tools.
|
|
Funding districts of selected cities
Lišková, Jiřina ; Čermák, Jiří (advisor) ; Marcela, Marcela (referee)
This dissertation is focused on description, explanation and creation of financial relationships which are created based on criteria and weights between district and Capital of Prague and between districts and city of Brno. The reference period covers years between 2013 and 2015. In budget of Prague capital these transfers are labelled as subsidy relationship, in the city of Brno these transfers are labelled as non-purposed subsidy. This work identifies criteria which are determinative for amount of assigned income. The next section is an analysis of the management of the Brno-Chrlice and the district of Prague-Reporyje for the years 2007-2015. Part of this work is switching criteria and their weights for the district of Prague and the City of Brno and the conversion of financial relationships to one inhabitant of urban areas and evaluation of this change for the district.
|
|
Performance Appraisal as a Human Resource Management Tool in the Field of Agriculture
Venclová, Kateřina ; Macák, Tomáš (advisor) ; Fejfarová, Martina (referee)
Purpose: The aim of this PhD dissertation is to design a performance appraisal system as
a Human Resource Management (HRM) tool for selected professions in the field of agriculture in the Czech Republic. Further objectives of the dissertation are to identify the significance of HRM and performance appraisal in the field of agriculture within generational change. A subsequent objective is to create a theoretical performance appraisal system for selected professions as a tool of HRM. Further objectives are to determine the current state of formal performance appraisal and to identify the input criteria of an appropriate performance appraisal system for the field of agriculture.
Research design/methodology/approach: The research for this dissertation has been developed on the basis of a mixed methods research design, involving a sequential strategy based on quantitative and qualitative research methods. Moreover a pragmatic philosophical approach has been adopted. The quantitative and qualitative elements of the strategy adopted include study of pertinent literature, an electronic questionnaire, personal interviewing, one--dimensional and multidimensional statistical methods.
Findings: A performance appraisal system for selected professions as a tool of HRM in the field of agriculture in the Czech Republic has been designed, together with possible areas for future research. The survey conducted has shown over a period of 3 years that the majority of agricultural organizations do not utilise any performance appraisal system. However, this research demonstrated the significance of a performance appraisal system in the context of the selected HRM model within generational change in the field of agriculture. The research also explored the currently used performance appraisal methods, identified appraisers and appraisees, the purposes of performance appraisal in the field of agriculture, and performance appraisal connection to the reward system.
Research limitations: The random sample of agricultural organizations was not necessarily representative of the industry as a whole, because the sample taken was a purposive sample. The length and structure of the questionnaire developed for this research was not sufficient to permit the detailed identification of performance appraisal methods used and the criteria applied in the field of agriculture. In order to compensate for this limitation, personal interviewing with a random sample of informants was conducted.
Originality/value: No previous research focused on performance appraisal in the field of agriculture has been conducted in the Czech Republic. The research described in this dissertation presents the first detailed description and analysis of the currently used performance appraisal system for the field of agriculture in the Czech Republic. The Author recommends that the currently used performance appraisal system should be used to extend other performance appraisal methods focused in the areas of process and input to reach higher attitude of HRM. In addition, the author highlights the importance of performance appraisal outputs in the connection to the reward system. The specific performance appraisal system proposed here may be beneficial for good management during a period of generational change. Furthermore, it may support more effective human resource management in the field of agriculture. It is hoped that this PhD dissertation may provide the basic groundwork for further research in other HRM areas and performance management.
|
guest ::
