This exploratory study sought to identify factors which motivate individual participation in volunteer services for the Long-Term Ombudsman Program of the Volunteer Center of Riverside County.

This study develops a heuristic procedure for specifying parameters for a neural network configuration (learning rate, momentum, and the number of neurons in a single hidden layer) in Shewhart X-bar control chart applications. Also, this study examines the replicability of the neural network solution when the neural network is retrained several times with different initial weights.

Purpose The purpose of this thesis is to investigate the efficiency and performance of Quality control with focus on the inspections performed within production processes and how Lean Six Sigma can affect them. This can be done through mapping a current state to identify inefficiencies and wastes. The research will be used to answer following questions: How can Lean improve efficiency for in-process quality control? How can integration of Lean Six Sigma be applied to optimize processes? Can Six Sigma techniques increase the performance of quality control? Method A production process approach to quality control was investigated through a case study. Data was gathered through Interviews, Observations, Measurements and a Survey. The case study was complimented with Theory through a literature study which provided data from books and scientific articles. The literature study also created more room for generalization within the study as connection and conclusions could be made with results found in other works. Results Through the case study it was discovered that the production process under examination was working with Lean practices to a certain degree. Regarding Six Sigma, not much trace was found of using the concept and its methods in practice. It was exposed through Lean that there was waste generated within the process defined as motion, transport and inventory which could be eliminated to improve efficiency. Through Six Sigma there was noticed that implementation could be made to increase the performance of operators to detect deviations and generate more data for quality management within their quality inspections. Conclusion The conclusion drawn within the research based upon the case study and literature study is that an integration of Lean Six Sigma can be made to improve efficiency as well as performance of quality control within a production process. Lean tools can be used to improve speed of the process and utilization of resources. Meanwhile Six Sigma can be used to increase the ability to detect deviations and perform quality work. / Syfte Syftet med denna avhandling är att undersöka effektiviteten och prestanda för kvalitetsstyrning med fokus på de inspektionerna som utförs inom produktionsprocesser och hur Lean Six Sigma kan påverka dem. Detta kan göras genom att kartlägga ett aktuellt tillstånd för att identifiera ineffektivitet och slöserier. Forskningen kommer att användas för att besvara följande frågor: Hur kan Lean förbättra effektiviteten för kvalitetsstyrning under processen? Hur kan integration av Lean Six Sigma tillämpas för att optimera processer? Kan Six Sigma tekniker öka prestanda för kvalitetsstyrning? Metod En produktionsprocess arbetssätt med kvalitetsstyrning undersöktes genom ett upplägg likt en fallstudie. Data samlades in genom intervjuer, observationer, mätningar och en undersökning. Fallstudien kompletterades med teorin genom en litteraturstudie som tillhandahöll data från böcker och vetenskapliga artiklar. Litteraturstudien skapade också mer utrymme för generalisering inom studien då kopplingar samt slutsatser kunde göras med resultat från andra arbeten inom samma område. Resultat Genom fallstudien upptäcktes det att produktionsprocessen som undersöktes arbetade med Lean praktiskt till en viss grad. Gällande Six Sigma hittades det inte mycket spår utav användning av konceptet samt dess metoder inom praktiken. Det visades genom Lean att det fanns slöserier genererat inom processen definierad som rörelse, transport och lager som kunde elimineras för att förbättra effektiviteten. Genom Six Sigma märktes det att implementering kunde göras för att öka operatörernas prestanda för att upptäcka avvikelser och generera mer data för kvalitetsstyrning inom deras kvalitetsinspektioner. Slutsats Slutsatsen som dras inom studien som är baserad på fallstudien och litteraturstudien är att en integration av Lean Six Sigma kan göras för att förbättra effektiviteten såväl som prestandan av kvalitetsstyrning i en produktionsprocess. Lean verktyg kan användas för att förbättra processens hastighet och resursanvändning. Samtidigt kan Six Sigma användas för att öka förmågan att upptäcka avvikelser och utföra kvalitetsarbete.

Master of Science / Food Science / Delores H. Chambers / Tools are available, through various reference books, to develop a purposeful sensory quality program. Some companies already have a strong sensory program in place; others may require a cultural change to facilitate the implementation. This paper indicates some of the challenges to be overcome, covers some current quality control (QC) sensory practices and addresses advantages and disadvantages of expert tasters Some specific issues regarding sensory evaluations of alcohol beverages are discussed and critical factors in production are reviewed with discussion on the potential for off taint development.

This thesis aims at developing a conceptual model for supply networks optimization in the floriculture industry in Kenya. In the literature review a detailed account of the evolution of supply chain management, the concept and the factors influencing simultaneous optimization of supply networks in the floriculture industry is given. The area of complex adaptive systems is explored and the link with the floriculture industry in Kenya is shown. A review of current studies is done on the subject of supply chain management and particularly the various conceptual frameworks/models developed by a number of researchers around the world. The supply chain performance measurement and the requirements for model building are also given. The research methodology provides the research paradigm and research design and discusses the justification of the approach taken for the study. The target population consisted of all active cut flower exporting firms by 31st December 2009 as per the information provided by Horticultural Crops Development Authority (HCDA). This target population comprising of 412 active exporters was stratified in terms of: large, International, local, embedded, unimpeded, small and medium scale enterprises. Sampling was done through census sampling technique, in which case the entire population was considered. Data analysis is also discussed including the various tests to be carried out in relation to validity and reliability of data. There is a detailed presentation of principal factor analysis results. Finally there is a detailed discussion on the ethical considerations in the conduct of my data collection and research process. Chapter four outlined the factors that are indeed useful to be considered when designing a conceptual model for managing supply networks for simultaneous optimization. Such factors included: country development; quality of inputs; financing; customer responsiveness; research and development. Also discussed are the factors that contribute to overall organizational performance which in this case included: return on trading investment, overall operational costs, overall productivity growth rates and outsourcing activities and decisions. The triple bottom line benefits encompassing environmental vi audit, financial audit and social audit have also been discussed in relation to country specific benefits in relation to the floriculture industry in Kenya. The revised conceptual model for simultaneous optimisation of supply networks in the floriculture industry is presented consisting of: key success factors; financing; information integration; country specific benefits; transport; research and development. These are the factors which contribute to enhancing performance of the floriculture industry in Kenya. The conclusion and recommendations of the study are made on the basis of these factors. / Business Management / D.B.L. (Business Leadership)

Submitted in fulfilment of the requirements of the degree of Master of Technology: Quality, Durban University of Technology, 2010. / Over the years, organisations have been criticised for implementing the ISO 9000 Quality Management Standards purely as a marketing strategy without any commitment to improving quality and customer satisfaction. This study aimed to investigate the effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction. The objectives of the study included determining the level of effectiveness of the ISO 9001:2000 quality management with respect to enhanced leadership, continuous improvement and customer satisfaction; ascertaining the extent to which ISO 9004 and other business improvement approaches that were used to improve the performance of the organisation and determining the level of customer complaints before and after ISO 9001:2000 certification. This research investigation involved the case study approach which utilised both the qualitative and quantitative methodologies. The latter involved the analysis of the organisation’s production and customer complaints data pre- and post ISO 9001:2000 certification as well as the responses to the closed-ended questions in the questionnaire, while the former entailed an analysis of the responses to the open-ended questions in the questionnaire and a search of the literature to corroborate the findings of this study. Thirty-one of the fiftytwo employees of the organisation completed and returned the questionnaire that was administered. This represented a 60% response rate. The responses to the questionnaire were influenced by the employees’ level of training, knowledge and experience of the ISO 9001 quality management standard. Thus, the results cannot be generalised to other ISO 9001 certified organisations. The pre- and post study revealed that the level of customer complaints decreased following ISO 9001:2000 certification. Analysis of the responses to the questionnaire indicated that the ISO 9001:2000 quality management standard was, in most instances, perceived to be effective in ensuring customer satisfaction, leadership and continuous improvement. For future research, it is recommended that researchers investigate the impact of continuous improvement teams and the introduction of appropriate business improvement approaches on organisational performance and customer satisfaction in ISO 9001 certified organisations.

Submitted in fulfillment of the requirements for the Doctor of Technology Degree: Operations and Quality Management, Durban University of Technology, 2012. / Over the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. The purpose of this study therefore was to identify best practice in terms of postgraduate studies and research development and support service delivery in the South African (SA) and Australian (Aus) contexts in order to inform the development of a quality model for postgraduate or research centres (PG/RCs) for universities of technology (UoTs) in SA. Underpinned by the Gap Model of service delivery and an adapted SERVQUAL instrument, this study sought to determine perceptions and expectations of service quality across five dimensions, namely: tangibles; reliability; responsiveness; assurance; and empathy. Questionnaires and semi-structured interviews were used to gather data from PG/RC staff and postgraduate and research students in SA. Various gaps between students’ perceptions and expectations indicating dissatisfaction with PG/RC services particularly among the SA students were identified. The findings revealed that the SA UoTs lag behind the Aus UoTs in terms of communicating their services and forms of support to students and providing satisfactory services according to student expectations. The findings further suggested that issues such as service quality planning and monitoring, establishing recovery mechanisms for service failures, and student-driven service design and standards need to be high on the agenda at higher education institutions to ensure service quality control. All five dimensions of SERVQUAL indicated a negative score or quality gap suggesting that the SA PG/RCs need to urgently the gaps that exist at their institutions; key recommendations were thus made to improve the gaps identified. Based on the literature reviewed, best practice gleaned from the findings of this study, and benchmarking with the Aus UoTs; this study proposed a centralized and decentralized PG/RC model for SA UoTs to provide service quality to its ‘customers’.

Dissertation submitted in fulfilment of the requirements for the Masters Degree in Technology: Business Administration, Durban University of Technology, 2013. / The aim of this study has been to establish the influence of quality initiatives on the operations of a selected metal recycling company in KwaZulu-Natal. The rationale for this study was based on the information that the financial turmoil has led to a significantly reduced demand for scrap metals and that there is a shortage of information on quality initiatives in the secondary metal industry in this province. Little research, if any, has been done on this particular topic. Hence, there was a need to conduct research of this magnitude. A review of literature provided the basis for the investigation. A multi-method approach was followed as the project required both quantitative and qualitative methods. The research required interdepartmental inputs. The theme of study focused on what could be seen as a topic of research in the department of quality, while the actual research was conducted within the ambit of business administration as a field of study. The data collected through the questionnaires and the operations‟ know-how observed in the yard were subject to scrutiny to enhance relevance in the field of study. As the target population of 70 people was small, it became appropriate to do a census study. A total of 68 people returned filled-in questionnaires administered to operations workers and their management. The response rate was 97%. The study evaluated the importance of training on quality and safety as an integrated domain and the impact thereof in the secondary metal products industry. It further identified a number of drawbacks that hamper the effectiveness of metal operations. The results revealed that excellent quality initiatives have a positive impact on the value-adding operations.

Submitted in fulfilment of the requirements for the Degree of Master of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2015. / Achieving customer satisfaction has been the goal of every organisation. In recent times, the postal business world over has experienced a sharp decline in the volume of mail due to more efficient alternative channels of communication. The dwindling volumes of mail have necessitated that public postal operators diversify into financial services as one way of generating more revenue. The Malawi Posts Corporation (MPC) is faced with challenges ranging from cash scarcity, increasing competition from banks and other financial services players like mobile phone companies. At the same time, the customer in the modern age is well informed and demanding high quality service. As such, the MPC needs to ensure that customers remain satisfied with the quality standards being delivered in its network. The importance of achieving service quality and satisfaction are enormous. High quality service and customer satisfaction are tools for competitiveness, productivity and profitability. The aim of this study is to analyse service quality in the Malawian public postal service. A modified SERVPERF questionnaire was used to assess customers’ perception of service quality, customer satisfaction and customer loyalty. The service quality dimensions of tangibles, reliability, empathy, assurance and responsiveness were used to evaluate customers’ perception of service quality. The 400 respondents were selected using convenience sampling and the eight Post Offices where this research was conducted were selected using purposive or judgemental sampling. Descriptive and inferential statistics were used to analyse data. Spearman rho was used to ascertain the relationship between variables. Man-Whitney and Kruskal-Wallis tests were used to compare differences between two independent variables. The findings of this study show that customers’ perception of service quality was generally good across all the five service quality dimensions and that all the dimensions of service quality have a positive relationship with customer satisfaction. In addition, the relationship between customer satisfaction and customer loyalty was found to be positive and significant. Recommendations are made in respect of improving the service quality dimensions because they have a direct impact on customer satisfaction which in turn affects customer loyalty.

Thesis (MScEng)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Statistical experimental design techniques are powerful tools that are often approached with suspicion and apprehension by experimenters. The trend is to avoid any statistically structured and designed experimentation program, and to rather use the traditional method of following ones "gut feel". This approach, more often than not, will supply a satisfactory solution, but there is so much more information availablefor the same amount of effort. This thesis strives to outline the method and application of the Taguchi methodology of experimental design. The Taguchi method is a practical, statistical experimental design technique that does not rely on the designer's knowledge of the complex statistics typicallyneeded to design experimental programs, a fact that tends to exclude design of experiments from the averageengineers' toolbox. The essence of the statistical design of experiments is this: The traditional method of varying one variable at a time and investigating its effect on an output is no longer sufficient. Instead all the input variables are varied at the same time in a structured manner. The output trends resulting from each input variable are then statisticallyextracted from the data in the midst of the variation. Taguchi method achieves this by designing experiments where every level of every input variable occurs an equal number of times with every level of every other input variable. The experimental designs are represented in orthogonal arrays that are chosen and populated by the experimenter by following a simple procedure. Four case studies are worked through in this text and, where possible, compared to the "traditional" approach to the same problem. The case studies show the additional information and time savings availablewith the Taguchi method, as well as clearlyindicating the importance of using a stable system on which to do the experiments. The Taguchi method generated more information in fewer experiments than the traditional approaches as well as allowing analysis of problems too complex to analysewithout a statisticaldesign of the experimentation procedure. / AFRIKAANSE OPSOMMING: Statistiese eksperimentele ontwerptegnieke is besonder kragtige instrumente wat baie keer met agterdog deur ekspermenteerders beheen word. Die neiging is om enige statistiese gestruktureerde and ontwerpte eksperimentele program te vermy, en om liewer die tradisionele metode, wat op 'n mens se intuïsie staatmaak, te gebruik. Hierdie benadering sal baie keer 'n bevredigende oplossing gee, maar daar is veel meer inligting vir dieselfde hoeveelheid inspanning verkrygbaar, wanneer die Taguchimetode gebruik word. Hierdie tesis strewe om die metode en toepassing van die Taguchimetodologie van eksperimentele ontwerp voor te lê. Die Taguchimetode is 'n praktiese statistiese eksperimentele ontwerptegniek .wat nie op die ontwerper se kennis van komplekse statistiek om eksperimentele programme te ontwerp berus nie. Hierdie komplekse statistiek neig ook om eksperimentele ontwerp van die gemiddelde ingenieursvaardigehede uit te sluit. Die kern van statistiese eksperimentele ontwerp is die volgende: Die tradisionele metode van een veranderlike op 'n slag te varieer om die effek op die uitset te ondersoek, is onvoldoende. In plaas daarvan, word al die insetveranderlikes gelyktydig gevarieer in 'n gestruktureered manier. Die neigings van elke veranderlike is dan statisties ontleed van die data ten midde van die variasie van al die ander veranderlikes. Die Taguchimetode bereik die ontwerpte eksperimente deur elke vlak van elke insetveranderlik in 'n gelyke aantal keer met elke vlak van elke ander insetveranderlike te varieer. Hierdie is verteenwoordig deur ortogenale reekse wat gekies en gevul is deur 'n eenvoudige wisselpatroon te volg. Vier gevallestudies is deurgewerk en, waar moontlik, vergelyk met die tradisonele siening van dieselfde probleem. Die gevallestudies wys hoe toereikbaar die additionele inligting in die Taguchimethode toepassings is. Hulle beklemtoon ook die belangrikheid van 'n stabiele sisteem waarop die eksperimente berus. Die Taguchimetode het meer inligting verskaf met minder eksperimente as die tradisionele toenaderings, en ook toegelaat dat die analise van probleme, te kompleks om te analiseer sonder om 'n statistiese ontwerp van eksperimentele prosedure te volg, opgelos kon word.