A própolis é uma resina de coloração e consistência variada coletada por abelhas da espécie Apis Mellifera de diversas partes da planta como brotos, botões florais e exsudados resinosos, sendo transportados para a colméia com a finalidade de defesa e vem se destacando por suas atividades terapêuticas, como atividade antimicrobiana, antiinflamatória, cicatrizante, anticaríogênica e anticancerígena. Estudos realizados com a própolis brasileira mostraram a presença de muitos compostos fenólicos, sendo o mais recente, a identificação de derivados prenilados do ácido cumárico. Dentre estes, o mais estudado é o ácido 3,5-diprenil-4hidroxicinâmico (Artepillin-C), separada da própolis produzida em áreas cuja flora é rica em espécies de Baccharis. A sua quantificação tem se tornado um fator importante como indicador da qualidade da própolis brasileira. O objetivo deste estudo foi o desenvolvimento e a validação do método de determinação de Artepillin-C, assim como a caracterização e quantificação dos principais parâmetros relacionados ao controle de qualidade da própolis preconizada pela legislação brasileira vigente, foram realizadas análise de: umidade, cinzas, teor de cera, teor de massa mecânica, teor de sólidos solúveis em etanol, índice de oxidação, f1avonóides totais e fenólicos totais. O trabalho foi complementado com análise polínica e determinação da atividade antioxidante Amostras de própolis foram obtidas de apicultores e entrepostos totalizando 33 amostras procedentes das regiões Nordeste, Centro-Oeste, Sudeste e Sul do Brasil, no período de 2003 a 2005. As amostras de própolis analisadas apresentaram resultados, na quase totalidade, de acordo com os limites estabelecidos pelo Ministério da Agricultura. A maioria das amostras apresentou alta atividade antioxidante inibindo a oxidação da reação acoplada de β-caroteno a ácido linoléico em torno de 86,0%. O método de análise de Artepillin C atendeu a todos os parâmetros preconizados para a validação do método cromatográfico (linearidade, precisão, exatidão, limite de detecção e limite de quantificação) podendo ser recomendado para análise de rotina em laboratórios de controle de qualidade. A análise estatística mostrou uma forte correlação entre os seguintes parâmetros: cinzas e massa mecânica; compostos fenólicos e solúveis em etanol assim como os compostos fenólicos e atividade antioxidante. Também foi constatada uma variação nos valores dos outros parâmetros analisados em função da procedência das amostras de própolis. / Propolis is a resin of varied color and consistency collected by honeybee, Apis Mellifera, from several parts of the plant such as sprouts, f10wer buds and resinous exsudatos, being transported to the hive with the intent of defending and it has become really popular for its therapeutic properties, such as antimicrobial, anti inflammatory, healing anti-carcinogenic and anti-cancerigenous properties. Studies performed with the Brazilian propolis showed the presence of several phenolic compounds, as the most recent brings the identification of prenyl derivative of coumaric acid. Among them, the most studied one is 3,5-diprenyl-4-hydroxycinnamic acid (Artepillin-C), isolated from the propolis produced in areas which flora is rich in Baccharis species. Its quantification has become an important factor as indicator of Brazilian propolis quality. The aim of this study was to develop and validate a method to determine Artepillin-C, as well the identification and quantification of main parameters related to quality control of propolis forecasted in the current Brazilian regulation (moisture, ashes wax content, mechanic matter, content of solid soluble in ethanol, oxidation rate, total f1avonoid and total phenolic).The polinic studies and antioxidant activity determination were also performed to complement this work. Propolis samples were obtained from beekeepers and warehouses summing up 33 samples from the Northeast, Southeast, Mid-West and South of Brazil from 2003 to 2005. The propolis samples studied presented results which were almost all in accordance to the set limits by the Brazilian Agriculture Department. Most samples presented high antioxidant activity preventing oxidation from the coupled reaction of βcarotene to linoleic acid around 86,0%. The analysis method for Artepillin C addressed all the forecasted parameters for the validation o f the chromatographic method (linearity, precision, accuracy, detection limit and quantification limit) as it can be recommended for the routine analysis in labs to control quality. The statistics showed a strong relationship between the following parameters: ashes and mechanic matter; phenolic compounds and soluble in ethanol as well as phenolic compounds and antioxidant activity. It was also observed a variation in the figures for other studied parameters due to the origin of propolis samples.

M.Tech. (Radiography) / Systematic implementation of a quality control (QC) programme is crucial for any diagnostic radiology department if consistent optimal equipment performance, quality images, accurate diagnosis and quality services at optimum radiation dose and costs are to be assured. This highlighted the necessity for the Tanzania Atomic Energy Commission (TAEC) to establish a training programme to enable radiographers to implement a QC programme and associated QC measures in their departments. Most radiographers have been trained on the QC programme, however, the level of QC implementation by the radiographers is not established. The aim of this study was to investigate the extent to which the QC programme and associated QC measures are being implemented by radiographers in conventional diagnostic radiography units, in Tanzania. A quantitative cross-sectional study design, using a questionnaire, was conducted on a sample of radiographers who have been trained on the QC programme, and who were practicing in hospitals within Tanzania. The study found that implementation of the QC programme and associated QC measures was poor. Most QC measures were not being performed and that only a few tests were being performed but not consistently. Furthermore, there were no records and procedures available for the QC programme. The challenges identified were negligence by the radiographers, lack of standardized test tools, lack of hospital managerial support, lack of enforcement and lack of motivation and coordination. Multifactor interventions by the TAEC, Ministry of Health and Social Welfare, radiographers and the hospital management teams are needed to improve the implementation of the QC programme.

M. Eng. (Engineering Management) / Total Quality Management (TQM) is a managerial approach that views quality to be a result of integrating all organisational activities e.g. engineering, manufacturing, marketing and administration work. It aims broadly at maintaining and improving quality standards and to achieve customer satisfaction. TQM’s major components are quality planning, quality control and quality improvement. Quality control is responsible for transforming quality planning and quality improvement outcomes into daily routine work. However, quality control can be implemented by systematically going around the Plan, Do, Check, Act (PDCA) control cycle, with which organisation may achieve continuous small steps of improvement. An entire enterprise can be better controlled when it is regarded as a set of processes. Process is controlled by the same systematic way of implementing PDCA cycle. Some tools are suggested in this dissertation to control processes. These are statistical process control (SPC), root cause analysis (RCA) and the Feedback Loop. Beyond information gleaned from literature on quality control a case study of a steel manufacturing and construction firm is also presented. Some areas for improvement in the quality arena of this firm are identified based on the results of quality management gained from literature.

The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.

Globalisation has opened up international markets for South African companies, but has also introduced competition in the domestic market. As a result, South African organisations are forced to attain global efficiency levels if they are to compete on the world market as well as maintain their domestic market share. Organisations have to come with creative methods that can enhance their competitiveness, one of them being the Six Sigma. Six Sigma is a measurement-based strategy that focuses on process improvement and variation reduction as a means towards performance improvement. The methodology has a reputation of success, however a number of organisations believe that the methodology is not relevant to their specific competitive needs. Six Sigma is seen as another continuous improvement tool applicable to first world country organisations which will fade away with time. The study was undertaken to find out challenges and successes of implementing a Six Sigma methodology at Continental Tyre SA. The findings of the study revealed that the experience of implementing Six Sigma methodology at Continental Tyre SA is similar to those experienced by first world organisations. It is concluded that Six Sigma methodology can improve organisation processes and yield financial benefits irrespective of organisation location or background. However, organisations must follow a systematic guideline when implementing the methodology. The study provides recommendations on how Continental Tyre SA can align their strategy in order to achieve organisational objectives. The following recommendations were made: Roll out Six Sigma to support departments; Align the strategy to address critical success factors; Improve project turnover time and measure the success on financial savings and number of projects completed.

D.Comm. / In recent years, the criticality of increased productivity and competitiveness has accelerated in step with global trends towards privatisation, marketisation, and democratisation, coupled with a more highly educated, more vocal and more demanding consumer market. At a time when the technological gap between South Africa, North America, Europe, and the Pacific Rim is shrinking, competitive boundaries are expanding and, as a consequence, consumers have a growing range of products from which to choose. Quality increasingly guides produce selection. Consumer spending patterns have also changed to reflect increased concern for durability, partially as a response to environmental concerns. Increasing recognition of the inadequacies of traditional quality control functions to address the demand for higher quality products and services has launched a seminal transition to a more comprehensive, integrated approach to quality management. Total Quality Management (TQM) refers to the implementation of a "continuous improvement" process to address inefficiencies at all levels of the organisation. There is no single theoretical formulation of the TQM approach nor any definitive short list of practices that are associated with it. It is the product of the work of such quality experts as Crosby, Deming, Juran, and Ishikawa. The writings of these Gurus, as well as characteristics typical of most successful TQM processes. TQM is best viewed as a management philosophy which combines the teaching of Deming and Juran on statistical process control and group problem-solving processes with values concerned with quality and continuous improvement. TQM is endorsed as a powerful vehicle in the transition from the traditional price focus to quality strategies driven by customer expectations. Improving quality and adopting a customer focused orientation are so fundamental that they must take root in the very essence of the organisation. To achieve ambitious quality goals, the TQM philosophy must permeate all aspects of organisational functioning, underscoring the criticality of human resource excellence to total quality processes. The TQM approach is frequently endorsed by the impressive results attributable to it. Marked improvements in productivity and efficiency, profits, customer satisfaction, management-employee relations, job satisfaction, morale, and reductions in costs, inventory, defects and inspection requirements are among an array of reported benefits to be derived from TQM initiatives. The positive relationship between quality and productivity may be largely rooted in the involvement of all employees to execute quality agendas. The benefits of employee involvement from increased productivity, job satisfaction and performance to reduced absenteeism and turnover are well documented. Great emphasis is placed on including all employees in the TQM culture. Employees are expected to take responsibility for quality in two important respects. They are expected to call attention to quality problems as they do their normal work. Perhaps more important, they are expected to accept the continuous improvement culture and look for ways to do their work better. They are also expected to look for ways in which the overall operation of the organisation can be improved to enhance customer service. The most important overall focus of employee involvement concerns locating decisions at the lowest level possible in the organisation. This approach consistently advocates a bottom-up approach to management. Jobs or work at the lowest level are thought of as designed best when individuals or teams do a whole and complete part of an organisation's work process. In addition, it is argued that the individuals or teams should be given the power, information, and knowledge they need to work autonomously or independently of management control. The task of management is seen as one of enabling and empowering individuals or teams to function in an autonomous manner. Management is an enabler, culture setter, and supporter rather than a direction of employee action. This study focuses on the development of the TQM philosophy, and the development of a TQM model to be used as reference in the design of a TQM process in a manufacturing environment. It also endeavours to formulate an implementation process that can be used as guideline for implementing TQM in an organisation. Research has been based on literature studies, extensive experience in the workplace, and interaction with a wide variety of practitioners in the TQM environment. The study concludes that South African organisations can address the issues prohibiting real economic growth by continuously improving every product and service produced through the involvement of an empowered workforce, operating in teams, with the objective of achieving optimum customer satisfaction in the long-term.

Engineering problems often involve many conflicting quality characteristics that must be optimized simultaneously. Engineers are required to select suitable design parameter values which provide better trade-off among all quality characteristics. Multiresponse optimization is one of the most essential tools for solving engineering problems involving multiple quality characteristics. Optimizing several quality characteristics when the quality characteristics are correlated makes the optimization process more complex. The aim of this research is to evaluate the performance of several existing multiresponse optimization methods and investigate their capabilities in dealing with correlated quality characteristics. This study also investigates the impact of uncertainty in terms of input parameter selection. A new multi-response optimization approach has been proposed for solving correlated quality characteristics. The proposed approach is compared with the existing methods and found more robust in terms dealing with uncertainty in target selection. The comparative study and application of the proposed approach is demonstrated by considering two examples from the literature having correlated quality characteristics.

American industry is about nine to 12 years behind in utilizing a new product development and introduction process known as Quality Function Deployment (Q.F.D.). American industry must learn to compete internationally; the American automotive industry alone directly and indirectly employs millions of workers and has billions of dollars in annual sales and profits at stake. With the cooperation of one American automotive company research has been conducted on Q.F.D. The research objectives were to identify: what variables affect Q.F.D., what are the outcomes from Q.F.D., what relationships exist between Q.F.D. variables and outcomes, and what guidelines may be offered to Q.F.D. practitioners. A Multiple Perspectives systems approach was used in developing both what and how Q.F.D. was to be researched. After a literature search a descriptive Q.F.D. model was developed. A Q.F.D. measurement instrument was developed and used to collect technical data. Interviews were used to collect organizational and personal data. An 80% questionnaire response was obtained. Of the model's four outcomes Improved Design and Improved Communications had strong positive results with Improved Cost and Improved Time-to-Market unchanged. Explanations of these results were offered. A Factor Analysis was performed which verified that the three-level Q.F.D. model was appropriate and explained most of the response variation. A Reliability Assessment was conducted and the scales were found to be within or have exceeded the acceptable beginning research coefficient alpha range. A MANOVA Analysis was conducted, and five of the 17 Q.F.D. model's variables were identified as candidates for deletion for this company's present Q.F.D. system. A Ratio Data Assessment was conducted and used to develop five guidelines for this company's practitioners. Organizational and Personal Data Assessments were conducted and their similarities with the Technical Data Assessment were noted. Top Management Commitment, Customer Information Availability, Team Composition and Dynamics and Project Completion Time were identified as important similar Q.F.D. variable findings. Improved Design and Improved Communications were identified as important similar Q.F.D. outcomes. No major discontinuities between the three assessments were found. Research conclusions, contributions and future research work were identified.

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Quality perceptions of three major softwood lumber consumers: wood treaters, truss manufacturers, and home centers were investigated to determine their definition of softwood lumber quality. Data was gathered through a mail survey of buyers in each of the three groups. In total, 867 responses were received. Respondents rated the importance of product and service characteristics to quality. These characteristics were based on dimensions of product quality developed by Garvin (1984) and dimensions of service quality developed by Parasuraman et aI. (1988). A total of 80 product and service quality characteristics were assembled to represent, or measure, twelve dimensions of total product quality. Analysis indicated that the twelve dimension model, derived from previous work, was not applicable to softwood dimension lumber. Thus, exploratory factor analysis was used to assess the underlying dimensions of quality and a five dimension model resulted. The dimensions, ranked in order of importance, were: Lumber Characteristics, Supplier/Salesperson Characteristics, Lumber Performance, Supplier Services, and Supplier Facilities. These findings share few similarities with past research. In fact, they suggest that the concept of quality as a higher order abstract (i.e., dimensions of quality are similar regardless of product) may be flawed. Respondent groups differed in the importance they placed on three of the five dimensions. No difference in importance levels were found for Supplier/Salesperson Characteristics and Lumber Characteristics. However, truss manufacturers perceived Lumber Performance to be more important than treaters or home centers and Supplier Services was perceived to be more important by home centers than the other two groups. Finally, Supplier Facilities was perceived to be most important by treaters. Data gathered in a follow-up questionnaire indicated that the model developed in this study was understood by buyers of softwood lumber and that they buy from suppliers who perform well on dimensions of quality. Buyers also indicated that they pay more for better quality lumber and better service. This evidence indicates that suppliers of softwood dimension lumber can differentiate themselves based on quality and in tum command a higher price. Given these findings, strategies for utilizing quality, and the model developed in this study, to gain competitive advantage are discussed. / Ph. D.