D.Com. (Marketing Management) / The size of South Africa's banking industry grew from R398 billion in 1995 to R471 billion in 1996 while banking transactions totalled R58 634 billion during 1996. Like most other service companies, the banking industry also experiences customer turnover. During the period March 1995 to February 1996 customer switch, which refers to the closing of an account at one institution and the opening of a new account at another institution, by clients of all banks amounted to 4,9 percent. Mutual interaction between a service provider and a client is a very important determinant of customer satisfaction with a service. It is therefore important for the company to focus on the retention of customers because it is more profitable to retain a customer rather than recruiting new customers. Customer switching can damage the future stream of income of a company. The loss of a customer therefore, is not only one transaction, the company looses a life long stream of income. Customer satisfaction therefore influences the primary source of future income of most companies directly. Quality service is of utmost importance for the success and survival of companies in today's competitive environment. To be successful it is necessary for each department within the company to operate effectively and to be client orientated. Companies believe that they will be more profitable if a marketing orientation is established within the company. Employees must therefore, understand their role in the total service chain. A client's perception of a service becomes reality when he/she experiences the service during a service encounter where interaction between the customer and the company takes place with the employee as intermediary.

Within the last decade, continuous quality improvement (CQI) has been embraced by higher education management. An important component of the quality philosophy is to institute training for everyone: faculty, administrators, staff and students—in order to achieve a cultural transformation. The purpose of this study was to identify and describe the implementation characteristics of CQI training programs and to determine whether or not and to what degree relationships exist between these characteristics and training program effectiveness, as perceived by selected individuals at two- and four-year colleges in the United States. A survey instrument was designed to elicit the perceptions of both the chief administrators and those quality professionals who are charged with the training process as they relate to specific implementation characteristics such as training content needed to convey the appropriate philosophy, program implementation processes, and the perceived effectiveness of the respondents' quality training program. A 21-item questionnaire was used to gather the data from a sample of 524 individuals at two- and four-year colleges in the United States. The dependent variables in the study related to items addressing program effectiveness based on four types of program evaluation, and the independent variables related to specific implementation characteristics. Spearman correlation matrices were executed to test the relationships between and among implementation characteristics and between the four levels of evaluation. Multiple regression analyses were computed to determine which and to what extent implementation characteristics accounted for variation in each of the four measures of effectiveness. Analyses revealed that using a variety of philosophies, tools and content segments, providing training in quality awareness, team leadership, management and leadership, and assessment, using internal trainers, and the extent of staff and faculty support accounted for the largest proportions of variance. The statistical results for the two hypotheses which were derived from the research questions were also reported.

Recent federal legislation has incentivized hospitals to focus on quality of patient care. A primary metric of care quality is patient readmissions. Many methods exist to statistically identify patients most likely to require hospital readmission. Correct identification of high-risk patients allows hospitals to intelligently utilize limited resources in mitigating hospital readmissions. However, these methods have seen little practical adoption in the clinical setting. This research attempts to identify the many open research questions that have impeded widespread adoption of predictive hospital readmission systems. Current systems often rely on structured data extracted from health records systems. This data can be expensive and time consuming to extract. Unstructured clinical notes are agnostic to the underlying records system and would decouple the predictive analytics system from the underlying records system. However, additional concerns in clinical natural language processing must be addressed before such a system can be implemented. Current systems often perform poorly using standard statistical measures. Misclassification cost of patient readmissions has yet to be addressed and there currently exists a gap between current readmission system evaluation metrics and those most appropriate in the clinical setting. Additionally, data availability for localized model creation has yet to be addressed by the research community. Large research hospitals may have sufficient data to build models, but many others do not. Simply combining data from many hospitals often results in a model which performs worse than using data from a single hospital. Current systems often produce a binary readmission classification. However, patients are often readmitted for differing reasons than index admission. There exists little research into predicting primary cause of readmission. Furthermore, co-occurring evidence discovery of clinical terms with primary diagnosis has seen only simplistic methods applied. This research addresses these concerns to increase adoption of predictive hospital readmission systems. / Includes bibliography. / Dissertation (Ph.D.)--Florida Atlantic University, 2017. / FAU Electronic Theses and Dissertations Collection

Nursing care is considered a primary predictor of patient assessment of the overall hospital experience. Yet, quality nursing care remains difficult to define. Limited research about nurse or patient perspectives on what constitutes quality nursing care in hospital settings prevents the identification of a shared description or insight into their possible interrelationship. Research about nurse and patient descriptions is needed to establish behaviors, attributes, and activities associated with quality nursing care to improve the health and well-being of hospitalized patients. / Includes bibliography. / Dissertation (Ph.D.)--Florida Atlantic University, 2015. / FAU Electronic Theses and Dissertations Collection

Com o aparecimento crescente de diferentes formulações cosméticas a base de dimetilaminoetanol (DMAE) e seus diferentes sais, faz-se necessário desenvolvimento e validação de métodos analíticos para serem empregados controle de qualidade, tanto dos produtos acabados quanto das matérias-primas. O objetivo principal deste trabalho de pesquisa é propor duas metodologias analíticas (ressonância magnética nuclear 1H e eletroforese capilar) como ferramentas no controle de qualidade destes produtos Discutem-se também as técnicas de caracterização de matérias-primas contendo DMAE, bem como resultados obtidos em estudo de estabilidade acelerado. O método por ressonância magnética nuclear 1H foi validado usando água deuterada (amostras contendo DMAE bitartarato e DMAE base) dimetilsulfoxido (amostras contendo DMAE acetoamidobenzoato) como solventes. Os resultados obtidos foram confiáveis para todas as características de desempenho avaliadas na validação. Entre a desvantagem do metodo pode ser destacada a limitação do uso desta técnica nas amostras em creme e gel-creme. O método eletroforético foi completamente validado. Não foram observadas interferências e todos os parâmetros avaliados foram satisfatórios. Este método é simples e não requer tratamentos trabalhosos no preparo das amostras. Entre as vantagens do método destacam-se o pouco impacto ambiental e economia. O estudo de estabilidade acelerado não mostrou mudanças significativas em relação ao teor, porém, nas condições mais drásticas foram observadas mudanças em coloração e viscosidade aparente. / With the increasing amount of different cosmetic formulations containing dimetilaminoetanol (DMAE) and its salts, it is necessary to develop and validate analytical methods to be employed in the quality control of the active substances and commercial products. The primary purpose of this research to propose two analytical methodologies (nuclear magnetic resonance 1H and capillary electrophoresis) as tools to be used in the quality control of these products. It were also performed analysis for characterization of raw materials and stability studies of too cosmetic preparations. The nuclear magnetic resonance 1H method has been validated using deuterium oxide (for samples containing DMAE bitartrate and DMAE base) and DMSQ-d6 (for samples containing DMAE acetamidobenzoate) as solvents. The results were reliable for all the characteristics of performance evaluated in the validation. Nevertheless, the disadvantage of this method is the limited use this technique in the analysis of creams and gel-creams. The electrophoretic method has been fully validated. No interference was observed and all validation parameters evaluated were satisfactory. This method is simple and does not require laborious treatment for sample preparation. Among the advantages of this method is the little environmental impact and economics. The accelerated stability study showed no significant changes with regard to the content; the more drastic changes were observed in color and apparent viscosity.

by Rachel, Yu Mei Ping. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 83-87). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF ILLUSTRATIONS --- p.iv / ACKNOWLEDGEMENT --- p.v / Chapter / Chapter I . --- INTRODUCTION / Background --- p.1 / Why Suddenly Needs 'Quality' ? --- p.2 / Actions by the HKHA --- p.4 / Chapter II. --- RESEARCH METHODOLOGY / The Research Problem --- p.6 / Literature Research --- p.6 / Interviews --- p.7 / Questionnaire --- p.7 / Chapter III. --- QUALITY AND CONSTRUCTION PROCESS / What Is Quality ？ --- p.10 / What Is ISO 9000 --- p.12 / The Construct ion Process --- p.13 / Special Characteristics of Construct ion Industry --- p.16 / Construct ion Vs Manufacturing --- p.19 / Chapter IV. --- QUALITY IN CONSTRUCTION PROCESS / Quality Adhered to Each Stage of Construct ion Process --- p.21 / What is Going On ？ --- p.25 / Why 'Construction Stage' ？ --- p.29 / Why ISO 9000 ？ --- p.29 / Chapter V. --- VIEWS FROM DIFFERENT PERSPECTIVES / A Triangular Relationship --- p.32 / Government --- p.33 / Contractors --- p.40 / Client (Private Developers ) --- p.48 / Chapter VI. --- CONCLUSION / Before and After the Research --- p.52 / Is It Suitable --- p.53 / Can It Cure the Quality Problem ？ --- p.55 / Would It Be Accepted ？ --- p.57 / Conclusion --- p.57 / Further Words on the Project --- p.58 / APPENDICES / Appendix I : List of Contractors Obtained ISO 9000 Certificates (Up To July 1993) --- p.59 / Appendix II : Sample of Questionnaire --- p.61 / Appendix III : ISO 9001 Quality System Elements --- p.70 / Appendix IV : Auditing Procedures --- p.81 / BIBLIOGRAPHY --- p.83

by Yip Hon-leung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (leaves 113-116). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / ACKNOWLEDGEMENTS --- p.vi / LIST OF ILLUSTRATIONS --- p.vii / LIST OF TABLES --- p.viii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Basic Organization of this Project --- p.3 / The Case Background --- p.4 / Chapter II. --- METHODOLOGY --- p.7 / Basic Scope of the Study --- p.7 / Basic Approach --- p.8 / Confidentiality --- p.9 / Preliminary Literature Search --- p.9 / Chapter III. --- LITERATURE REVIEW --- p.10 / Deming's Fourteen Paints --- p.12 / Shewhart (Deming) Cycle --- p.17 / Juran's Trilogy --- p.20 / Crosby's Fourteen Steps --- p.23 / Ishikawa and Feigenbaum on Total Quality Control --- p.28 / TQM Examples --- p.30 / Chapter IV. --- STUDY FINDINGS --- p.38 / TQM Program of CLP as a Whole --- p.38 / TQM Organization and Major Activities --- p.39 / Total Quality Awareness Training --- p.40 / Transmission Projects Department --- p.44 / Pilot Improvement Team --- p.53 / Team Training --- p.53 / Team Process --- p.56 / Team Recommendation and Presentation --- p.61 / Implementation --- p.64 / View-points of the Team Members --- p.66 / Further Development --- p.69 / Chapter V. --- DISCUSSION --- p.71 / Adherence to Deming's Fourteen Points --- p.71 / Implementation Framework --- p.76 / The Cost Reduction Issue --- p.78 / Totality of TQM --- p.85 / Chapter VI. --- CONCLUSION --- p.90 / TQM Approach of CLP --- p.90 / TQM Approach for Project Management --- p.92 / Implications --- p.95 / APPENDICES / APPENDIX 1 : CLP'S SUPPLY AREA --- p.98 / APPENDIX 2 : SOME OPERATING DATA ABOUT CLP --- p.99 / APPENDIX 3 : CLP'S VISION --- p.100 / APPENDIX 4 : MISSION STATEMENT OF CLP --- p.101 / APPENDIX 5 : ORGANIZATION OF TPD --- p.102 / APPENDIX 6 : EXAMPLE OF A MASTER PROJECT PROGRAM OF TPD --- p.103 / APPENDIX 7 : TEAM CHARTER OF PILOT IMPROVEMENT TEAM --- p.104 / APPENDIX 8 : VALUES / GROUND RULES OF THE TEAM --- p.105 / APPENDIX 9 : PROPOSED WORK SCHEDULE OF TEAM --- p.106 / APPENDIX 10 : TRANSMISSION PROJECTS PROCESS MAP --- p.107 / APPENDIX 11 : PARETO CHART OF SUBSTATION PROJECT COSTS --- p.109 / APPENDIX 12 : FISHBONE DIAGRAM OF PROJECT COST ELEMENTS --- p.110 / APPENDIX 13 : POSSIBLE COST REDUCTION AREAS --- p.111 / APPENDIX 14 : PRIORITIZED LIST OF PROJECT COST REDUCTION OPPORTUNITIES --- p.112 / BIBLIOGRAPHY / Books --- p.113 / Periodicals --- p.115

by Chun-pong Kwok. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves [144]-[151]). / ACKNOWLEDGEMENTS / ABSTRACT / Chapter CHAPTER 1. --- Introduction --- p.1 / Chapter 1.1 --- ISO 9000 as an isomorphic process in Hong Kong industries --- p.2 / Chapter 1.2 --- Theoretical and Empirical Background --- p.3 / Chapter 1.3 --- Methods --- p.6 / Chapter 1.4 --- Internal Organization of each chapter --- p.8 / Chapter CHAPTER 2. --- ISO 9000 As An Isomorphic Process In Hongkong industries / Chapter 2.1 --- Origin of ISO9000 --- p.11 / Chapter 2.2 --- ISO's Popularity in Global and Local Markets --- p.12 / Chapter 2.3 --- Some Characteristics of ISO9000 --- p.13 / Chapter 2.4 --- ISO 9000 as an Isomorphic Process in the Organizational Field --- p.17 / Chapter 2.5 --- The Current Models Explaining the Popularity of ISO9000 / Chapter 2.51 --- ISO as a Trade Restriction --- p.18 / Chapter 2.52 --- The Market Driven Thesis --- p.20 / Chapter 2.53 --- ISO as a Product Promoted by Professional Groups --- p.23 / Chapter 2.54 --- ISO as a Result of Rational Choice --- p.25 / Chapter 2.6 --- Recapitulation --- p.27 / Chapter CHAPTER 3. --- Institutional Theories of Organizations and the Sensemaking Perspective / Chapter 3.1 --- What is An Institution? --- p.30 / Chapter 3.2 --- Institutional Theory of Organizations: From Old to New --- p.32 / Chapter 3.21 --- The Old Institutional Theory of Organizations --- p.32 / Chapter 3.22 --- Contributions of The Old Institutional School --- p.35 / Chapter 3.23 --- The Neo-Institutionalism In Organizational Analysis --- p.36 / Chapter 3.23 --- a Isomorphic Processes and Mechanisms --- p.39 / Chapter 3.23 --- b An Alternative Model Defined by Richard Scott --- p.40 / Chapter 3.24 --- The Weaknesses of The Neo-Institutional Approach To Organizational Analysis --- p.44 / Chapter 3.3 --- What is Sensemaking? --- p.47 / Chapter 3.31 --- Sensemaking In Organizations --- p.47 / Chapter 3.32 --- The Powerfulness of Sensemaking --- p.49 / Chapter 3.33a --- Sources of A Good Sense --- p.51 / Chapter 3.33b --- The Fragility of Sensemaking and Its Maintenance --- p.52 / Chapter 3.4 --- Conclusion --- p.54 / Chapter CHAPTER 4. --- A Closer Examination Of The Institutional Isomorphism / Chapter 4.1 --- Different Organizations are all in the same field --- p.55 / Chapter 4.2 --- How Cocecive/ Regulative Institution Works --- p.59 / Chapter 4.3 --- How Cognitive Institution Works --- p.61 / Chapter 4.4 --- How Normative Institution Works --- p.65 / Chapter 4.5 --- The Mutual Reinforcement of Institutional Pressures in the Environment --- p.69 / Chapter 4.6 --- Recapitulation --- p.71 / Chapter 5. --- Institutional Sources of Sensemaking and Its Strategies --- p.72 / Chapter 5.1 --- The Nature of Sensemaking --- p.73 / Chapter 5.2 --- Extraorganizational Sources of Sensemaking --- p.76 / Chapter 5.21 --- Market Signaling --- p.77 / Chapter 5.22 --- Reduction Of Responsibility ----Measure To Cope With Inevitable Risk --- p.84 / Chapter 5.3 --- Intraorganizational Sources of Sensemaking --- p.86 / Chapter 5.31 --- ISO 9000 as a Conflict Resolution Device --- p.87 / Chapter 5.3 la --- Misunderstandings --- p.87 / Chapter 5.31b --- Fault Aversion --- p.88 / Chapter 5.32 --- Labour Control and Deskilling Device --- p.89 / Chapter 5.4 --- Sensemaking Strategies --- p.92 / Chapter 5.5 --- Conclusion --- p.94 / Chapter 6. --- The Management Of Misfits And Dissonance --- p.96 / Chapter 6.1 --- The Dissonance and The Failure of Prophecy --- p.96 / Chapter 6.2 --- The Puzzle of Quality and Efficiency Improvement --- p.98 / Chapter 6.21 --- The Shortcomings of The System --- p.98 / Chapter 6.22 --- The Shortcomings of The Certified Companies --- p.100 / Chapter 6.23 --- The Shortcomings of The Certifying Bodies --- p.102 / Chapter 6.3 --- Strategies used to resolve the dissonance --- p.102 / Chapter 6.31 --- The Postponement Of Realizing Of The Promise --- p.103 / Chapter 6.32 --- Dissociation From The Unqualified Certifying Bodies --- p.103 / Chapter 6.33 --- Redefining The Goals Of Adopting ISO9000 --- p.104 / Chapter 6.4 --- The Transformation From Ambiguity To Flexibility --- p.105 / Chapter 6.5 --- Labour Resistance --- p.108 / Chapter 6.6 --- Conclusion --- p.111 / Chapter 7. --- Recapitulation: A Theory of Social Action In Insitutional Analysis --- p.113 / Chapter 7.1 --- "A Theory of Constraint: Institutions, Institutional Environment And Institutionalism In the Organizational Field" --- p.114 / Chapter 7.2 --- Theory of Action --- p.118 / Chapter 7.3 --- Implications of the Study --- p.120 / Chapter 7.31 --- The Eclipse of The Actor's Motivations Under Institutions --- p.120 / Chapter 7.32 --- The Extension of Conception of The Organizational Field --- p.122 / Chapter 7.33 --- Overinvestment in ISO 9000 --- p.122 / Chapter 7.4 --- A Possible Research Agenda --- p.124 / APPENDIX I --- p.125 / APPENDIX II --- p.141 / APPENDIX III --- p.143 / BIBLIOGRAPHY

Durante muito tempo, os fármacos quirais de origem sintética foram comercializados predominantemente como racematos. Atualmente, sabe-se que os enantiômeros de um fármaco quiral podem apresentar propriedades farmacocinéticas, farmacodinâmicas e toxicológicas bastante distintas. Assim sendo, técnicas analíticas enantiosseletivas são fundamentais para a pesquisa e para o controle da qualidade desses fármacos. O cetoprofeno e o fenoprofeno são dois fármacos quirais, pertencentes à classe dos agentes antiinflamatórios não-esteróides derivados do ácido propiônico. Seus enantiômeros apresentam significativas diferenças farmacodinâmicas. Por essa razão, pretendeu-se desenvolver, no presente trabalho, métodos de separação enantiomérica para ambos os fármacos. Para tanto, utilizou-se a técnica de cromatografia a líquido de alta eficiência em fase estacionária quiral (coluna Whelk-O 1), nos modos normal e reverso. Abordagens uni- e multivariadas foram utilizadas para desenvolver e otimizar os métodos de separação. Pôde-se observar que a enantiosseletividade exibida pela coluna Whelk-O 1 em fase normal é superior àquela exibida em fase reversa. Empregando a CLAE em fase normal, foi possível desenvolver métodos de separação apropriados para os enantiômeros de ambos os fármacos. Em fase reversa, no entanto, apenas os enantiômeros do fenoprofeno puderam ser separados satisfatoriamente. / For a long time, the synthetic chiral drugs were marketed mainly as racemates. Currently, it is known that enantiomers of chiral drugs may exhibit quite different pharmacokinetic, pharmacodynamic and toxicological properties. Therefore, enantioselective analytical techniques are critical to the research and quality control of these drugs. Ketoprofen and fenoprofen are two chiral drugs, belonging to the class of propionic acid-derived nonsteroidal anti-inflammatory agents. Their enantiomers show significant pharmacodynamic differences. For that reason, we aimed to develop, in this work, separation methods for the enantiomers of both drugs. In order to do so, it was used the high-performance liquid chromatography technique and the Whelk-O 1 column as the chiral stationary phase, under normal- and reversed-phase modes. Uni- and multivariate approaches were used to develop and optimize the separation methods. It was noted that the enantioselectivity exhibited by the Whelk-O 1 column under normal-phase mode is higher than that exhibited under reversed-phase mode. Under normal-phase mode, it was possible to achieve an appropriate separation for the enantiomers of both drugs. Under reversed-phase mode, however, only the enantiomers of fenoprofen could be successfully separated.

Durante muito tempo, os fármacos quirais de origem sintética foram comercializados predominantemente como racematos. Atualmente, sabe-se que os enantiômeros de um fármaco quiral podem apresentar propriedades farmacocinéticas, farmacodinâmicas e toxicológicas bastante distintas. Assim sendo, técnicas analíticas enantiosseletivas são fundamentais para a pesquisa e para o controle da qualidade desses fármacos. O cetoprofeno e o fenoprofeno são dois fármacos quirais, pertencentes à classe dos agentes antiinflamatórios não-esteróides derivados do ácido propiônico. Seus enantiômeros apresentam significativas diferenças farmacodinâmicas. Por essa razão, pretendeu-se desenvolver, no presente trabalho, métodos de separação enantiomérica para ambos os fármacos. Para tanto, utilizou-se a técnica de cromatografia a líquido de alta eficiência em fase estacionária quiral (coluna Whelk-O 1), nos modos normal e reverso. Abordagens uni- e multivariadas foram utilizadas para desenvolver e otimizar os métodos de separação. Pôde-se observar que a enantiosseletividade exibida pela coluna Whelk-O 1 em fase normal é superior àquela exibida em fase reversa. Empregando a CLAE em fase normal, foi possível desenvolver métodos de separação apropriados para os enantiômeros de ambos os fármacos. Em fase reversa, no entanto, apenas os enantiômeros do fenoprofeno puderam ser separados satisfatoriamente. / For a long time, the synthetic chiral drugs were marketed mainly as racemates. Currently, it is known that enantiomers of chiral drugs may exhibit quite different pharmacokinetic, pharmacodynamic and toxicological properties. Therefore, enantioselective analytical techniques are critical to the research and quality control of these drugs. Ketoprofen and fenoprofen are two chiral drugs, belonging to the class of propionic acid-derived nonsteroidal anti-inflammatory agents. Their enantiomers show significant pharmacodynamic differences. For that reason, we aimed to develop, in this work, separation methods for the enantiomers of both drugs. In order to do so, it was used the high-performance liquid chromatography technique and the Whelk-O 1 column as the chiral stationary phase, under normal- and reversed-phase modes. Uni- and multivariate approaches were used to develop and optimize the separation methods. It was noted that the enantioselectivity exhibited by the Whelk-O 1 column under normal-phase mode is higher than that exhibited under reversed-phase mode. Under normal-phase mode, it was possible to achieve an appropriate separation for the enantiomers of both drugs. Under reversed-phase mode, however, only the enantiomers of fenoprofen could be successfully separated.