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Management of Stakeholder Satisfaction with Service Quality of Higher Education Institutions
Schüller, David ; Koráb, Vojtěch (referee) ; Světlík, Jaroslav (referee) ; Spáčil, Vojtěch (referee) ; Chalupský, Vladimír (advisor)
This work focuses on the management of university stakeholder satisfaction with the service quality of these institutions. It examines the links between satisfaction, stakeholders, and service quality. This work deals with different approaches and methods of service quality satisfaction measurement and the emphasis is placed especially on tertiary education. The following goals and hypotheses were formulated on the basis of theoretical knowledge obtained from scientific publications. The main aim of this work is to suggest a new model for management of stakeholder satisfaction with the service quality of tertiary institutions. The second main aim is to suggest a new method of analysis of student satisfaction with the service quality of tertiary institutions. There is a close connection between both main targets and students are considered as clients in this dissertation. Hypotheses and sub-goals are also closely related to the main aim. They are formulated in such a way as to help reach the main targets and verify the suggested method in practice. For instance, the identification of stakeholders of tertiary institutions is one of the sub-goals of this work and its accomplishment significantly helped to fulfil the main targets. The sub-goals are also focused on the area of marketing communications. Marketing communication is the integral part of the suggested model for management of stakeholder satisfaction with the service quality of tertiary institutions. Therefore, one sub-goal is to formulate a set of recommendations which will improve marketing communication of tertiary institutions with their stakeholder. The author produced this dissertation on the basis of theoretical knowledge from scientific literature written by Czech and foreign authors and also conducted research. The primary research was done using the following techniques: individual interviews, focus groups and a (questionnaire) survey. The results of the primary research were analysed using the applications Microsoft Office Excel, Statistics and QC. Expert.Microsoft. The data analysed from the primary research was used to define the importance of individual stakeholders within the suggested model of satisfaction management. On the basis of the results provided, the criteria was identified and then used to evaluate their importance for measurement of student satisfaction with service quality. Moreover, the results obtained by primary research enabled the statistical verification or refutation of the hypotheses of the dissertation.
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Risk Management inside Construction Company
Resl, Jan ; Chval, Petr (referee) ; Nováková, Jana (advisor)
The aim of the thesis is to analyse issues of risk management in a construction company, especially in the context of construction contracts implementation. The first part is devoted to applied terminology and interpretation of relevant terms, followed by a classification of risks from different perspectives, including the risks’ possible further sub classification. Furthermore, significant risk resources and construction participants who might be affected by the risks are presented. The third chapter deals with risk management; individual phases of this complex process are described herein, including their correct sequences, as well as a selection of methods and techniques that are standardly used in risk management. The last, fourth chapter summarises the problems of risk management on a practical example, where a construction company implements a construction contract by applying selected risk management methodologies.
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Tool for Project Stakeholder Management Support
Hypský, Roman ; Bartík, Vladimír (referee) ; Kreslíková, Jitka (advisor)
This master's thesis describes a tool supporting management stakeholders. Opening chapters of the thesis describe the theoretical background of the work. There are explained knowledge-based areas of the stakeholder management, human resource management and communications management. Following chapters of the work are devoted to the proposed system. At first there are specified the system requirements generally and then also from the perspective of several major users. Subsequently, the system is designed. The system consists of three main blocks - the identification of stakeholders, the stakeholder analysis using the questionnaire surveys and the setting of the communication strategy. The implementation environment (Java EE) is chosen and the system is implemented in it. Then its functionality is checked up on the pattern of data. In conclusion, the results achieved are evaluated and the outputs of processes in the field of management stakeholders are also discussed. At the end the future development of this master´s thesis is delineated.
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Following the Local impact in projects focused on Social Enterprising
Plecháčková, Taťána ; Dohnalová, Marie (advisor) ; Šloufová, Romana (referee)
This graduation thesis is focused on Following the Principle of Local impact in projects focused on Social Enterprising. First chapters bring theoretical concept of Social Economy and Social Enterprising subjects. Second part of the work contains project of research and analysis of information acquired from companies that participated in a research. The Local impact as a fundamental Principle of Social economy is described on the basis of respondent's answers concerning the communication and cooperation with stakeholders, using variety of local resources, satisfying local needs and participating in community planning.
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Does ISS FSV UK prepare the Students for Actual Needs at the Labor Market?
Blahovec, Václav ; Remr, Jiří (advisor) ; Soukup, Petr (referee)
The thesis "Does ISS educate their students in accordance with the needs of the labor market?" deals with the relationship between tertiary education of graduates and their labor market outcomes. In the theoretical part the thesis deals with the importance of education in relation to the employability of graduates. The methodological part approaches this relationship on a case study of the Institute of Sociological Studies, Faculty of Social Sciences, Charles University. Evaluation as s research method is chosen to solve the diploma thesis. The analytical part gradually reveals the conceptual model of the evaluated program, stakeholders and their interests. The aim of the analytical part is to answer the evaluation questions about the level of work performance of graduate employability skills.
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Teachers as actors of education policy: A conceptualization of actors in public policy and an application of selected approaches on the example of teachers
Mouralová, Magdalena ; Veselý, Arnošt (advisor) ; Malíková, Ludmila (referee) ; Winkler, Jiří (referee)
The doctoral thesis has primarily a theoretical character and outcomes. The focus of interest is formed by a detailed investigation of the actor concept in key theoretical approaches to contemporary public policy; the results are subsequently applied on the example of education policy, particularly on teachers as a specific actor category. The goals of this thesis are: 1) to describe how the words "actor", "agent" and "stakeholder" (which all translate as "aktér" in the Czech language) are used in public policy articles; 2) to introduce and compare selected public policy approaches working with actors; 3) to model how these approaches are used in the case of teachers (as actors) and the policy of tracking; 4) to create a comprehensive conceptual framework for the public policy research on actors. The analytical part of the doctoral thesis is based on a summative content analysis of public policy texts published in four extensive handbooks of public policy.
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The Influence of the Economic Crisis on Corporate Social Responsibility Activities
Potůčková, Petra ; Rynda, Ivan (advisor) ; Novák, Josef (referee)
The aim of this thesis is to introduce the concept of Corporate Social Responsibility (CSR) and describe the relevance of corporate social responsibility activities. Due to the fact that, one of the basic characteristics of Corporate Social Responsibility, is long-term in character, which requires a dedication to CSR activities, even in times of financial difficulties when company does not have the optimal results, this thesis shows how selected companies fulfill the concept of CSR. The theoretical part is divided into two parts - the first is the concept of Corporate Social Responsibility, which focuses on the development, pillars, benefits and concepts associated with this concept. I deal with crisis and describe financial crisis, economic crisis, its development, causes and consequences in the next part. The empirical part of this thesis is based on the methodological triangulation - expert interviews, documented examination and comparison. This thesis sampled five selected companies and shows how these companies perceive CSR, what activities they have implemented, how to cope with the crisis that affected them and how it affected the implementation of CSR activities. Another benefit of this thesis is to expand knowledge about values of companies around the city of Kolín. The results of this...
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Does ISS FSV UK prepare the Students for Actual Needs at the Labor Market?
Blahovec, Václav ; Remr, Jiří (advisor) ; Soukup, Petr (referee)
The rigorous work "Does ISS educate their students in accordance with the needs of the labor market?" deals with the relationship between tertiary education of graduates and their labor market outcomes. In the theoretical part the thesis deals with the importance of education in relation to the employability of graduates. The methodological part approaches this relationship on a case study of the Institute of Sociological Studies, Faculty of Social Sciences, Charles University. Evaluation as s research method is chosen to solve the diploma thesis. The analytical part gradually reveals the conceptual model of the evaluated program, stakeholders and their interests. The aim of the analytical part is to answer the evaluation questions about the level of work performance of graduate employability skills. Powered by TCPDF (www.tcpdf.org)
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CSR activities of Tesco Stores Czech Republic a.s. in 2009-2010
Jílková, Kristýna ; Köppl, Daniel (advisor) ; Hejlová, Denisa (referee)
2 Abstract The thesis focuses on social responsible activities of Tesco Stores Czech Republic in 2009 - 2010, puts them into context of marketing communication and analyses them, using three basic pillars of CSR - economic, social and environmental. First the concept of CSR and its establishment is described along with the parts it includes and the instruments it provides for a corporation - also from the standpoint of marketing. The key terms needed for following description of activities are defined and the thesis doesn't avoid the topic of critics of CSR. In the next part, Tesco Stores Czech Republic is introduced to be the subject of a case study. Only years 2009 and 2010 were selected for the purpose of this study. Nevertheless, this period is rich for wide range of CSR activities. Described activities will be separately evaluated using the three pillars of CSR in summarized in conclusion. In the end, some of possible improvements of communication activities will be proposed.
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