The complexity of sustainable building maintenance environment requires managers to define and implement appropriate quality benchmark system suitable for this function. Lean Six Sigma (LSS) is one of the most effective process improvement and optimization philosophy that maintenance organisations can implement in their environment. However, literature review has shown that 90% of failures in LSS implementations are due to lack of readiness to change, the unawareness of the required benchmark organisation capabilities, and improper control of priorities. The contribution of the current research approach is in developing a hybrid Knowledge-Based (KB)/GAP/AHP System, consisting of three stages (Planning, Designing and Implementation) and containing over 2500 KB rules. The KB System can assist the decision-makers in identifying the obstacles behind the organisation readiness to change into a benchmark LSS maintenance environment. Thus the KB System will be used to achieve benchmark standards by determining the gap existing between the current environment and the benchmark goal, and then suggest a detailed plan to overcome these hurdles in a prioritised and structured manner, thus achieving cost benefits. To ensure its consistency and reliability, the KB System was validated in three Oman-based maintenance organisations, and one published case study for a UK-based organisation. The results from the validation were positive with the System output suggesting list of top priorities and action plans for achieving benchmark LSS standards for these organisations. The research concludes that the developed KB System is a consistent and reliable methodology for assisting decision-makers in designing, planning, and implementing LSS for benchmark sustainable building maintenance.

O presente trabalho aborda o problema de localização de plataformas logísticas. Buscaram-se métodos de auxílio à tomada de decisão com enfoque multicritério. A essência da tomada de decisão multicritério é a escolha da melhor alternativa, a partir de um conjunto de alternativas competitivas que são avaliadas sob critérios conflitantes. Entre os métodos estudados, o Método de Análise Hierárquica (AHP), proposto inicialmente por Saaty (1971), foi selecionado como ferramenta de apoio à tomada de decisão. Ele permite considerar simultaneamente atributos quantitativos e qualitativos e, também, incorporar a experiência e a preferência dos tomadores de decisão. Foram ainda levantados os fatores determinantes para escolha de alternativas de localização para plataformas logísticas. O caso do ETSP (Entreposto Terminal São Paulo) da CEAGESP (Companhia de Entrepostos e Armazéns Gerais de São Paulo) foi objeto da aplicação do método selecionado. A análise do problema de localização do Entreposto da CEAGESP está restrita à Região Metropolitana de São Paulo. O software Expert Choice foi utilizado para a aplicação do AHP ao caso do CEAGESP. Após a discussão dos resultados, conclusões e recomendações são apresentadas. / This work deals with the facility location problems of logistics platforms, considering multi-criteria approaches for decision making. The essence of multi-criteria decision making is the choice of the best alternative, from a set of competitive alternatives, which are evaluated under conflicting criteria. Among the multi-criteria methods researched in the bibliography, the Analytic Hierarchy Process (AHP), initially proposed by Saaty (1971), has been chosen and successfully applied to the case in consideration. This method allows to consider quantitative and qualitative measurable criteria and, also, to incorporate the experience and preference of the decision makers. Determinant factors for the choice of location alternatives for logistic platforms have been considered. The case of the ETSP (Entreposto Terminal São Paulo) of the CEAGESP (Companhia de Entrepostos e Armazéns Gerais de São Paulo) was object of application of the selected method. The Expert Choice software was used for the AHP application to the CEAGESP case. After discussion of the results, conclusions and recommendations from the application are presented.

CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / Esse trabalho tem como intuito auxiliar na concepÃÃo de um Sistema de GerÃncia de Pavimentos â SGP, especÃfico para estradas de terra, contribuindo no desenvolvimento de duas etapas. A primeira, consiste na adaptaÃÃo de um mÃtodo norte-americana de avaliaÃÃo de condiÃÃes de rolamento de superfÃcies nÃo pavimentadas para ser utilizada em estradas de terra no municÃpio de Aquiraz, no Estado do CearÃ. A segunda, visa aplicar um mÃtodo, baseado em metodologia multicritÃrio de apoio à decisÃo (MCDA), no processo de priorizaÃÃo de estradas de terra considerando um conjunto de variÃveis que influenciam no funcionamento daquelas vias. O mÃtodo para priorizaÃÃo aplica o Analytic Hierarchy Process - AHP a partir de entrevistas com profissionais de engenharia, especializados na concepÃÃo e anÃlise de projetos viÃrios, divididas em cinco grupos, de acordo com a atuaÃÃo profissional: grupo de alunos de mestrado, grupo de mestres em engenharia de transportes, grupo de professores universitÃrios, grupo de funcionÃrios pÃblicos do Departamento de EdificaÃÃes, Rodovias e Transportes - DERT e grupo de consultores. Para auxiliar na aplicaÃÃo do AHP foi utilizado o software Expert Choice, o qual facilitou o cÃlculo da consistÃncia lÃgica das matrizes de comparaÃÃo e indicou, atravÃs de anÃlise de sensibilidade, a ordem de prioridade para intervenÃÃo nas vias estudadas do municÃpio de Aquiraz, no Cearà / This work aims to contribute to the conception of a Pavement Management System (PMS) focusing unpaved roads. The evaluation approach involves two stages: the first one consists in the adaptation of an evaluation methodology created to the North America road surface conditions. That modified methodology was used in unpaved roads in the district of Aquiraz, in the State of CearÃ, northeastern Brazil. The second stage aims at applying a multicriteria decision support method (MDSM) in the process of ranking maintenance investments in unpaved roads taking into consideration a group of key variables that were expected to influence the operation of those roads. The ranking method is supported by the Analytic Hierarchy Process (AHP) and it is based on interviews with engineering professionals specialized in the design and analysis of roadway projects. Those professionals were divided into five groups according to their professional skills: a group of students of a M.Sc. Course in Transportation Engineering; a group of professionals who already have obtained the M.Sc. degree in Transportation Engineering; a group of University lecturers; a group of professionals of the Department of Building, Roads and Transportation, of the Cearà State; and a group of consulting engineers. The Expert Choice Software was used to help in the application of AHP, mainly in the task of determining the logical consistency of the comparison matrices as well as in using sensibility analysis to find the most probable order of priority for maintenance investments in some roads of the study area

Atualmente existem diferentes definições para o conceito de fragilidade ambiental, o que dificulta sua aplicação e a comparação entre os resultados de diferentes métodos. Este trabalho realiza uma revisão bibliográfica sistemática a cerca desse conceito e adota a definição considerada mais adequada. Com base na definição adotada foi proposto e aplicado um método para avaliar a fragilidade ambiental de uma área de estudo. Esse método utiliza pesos para ponderar os diferentes atributos (meio físico, biótico e socioeconômico) envolvidos na análise de fragilidade ambiental, que são definidos com a aplicação do Processo de Análise Hierárquica (AHP). O método proposto também se fundamenta na utilização de um programa de Sistema de Informação Geográfica (SIG) para a estruturação da base de dados, a realização das análises espaciais e a ponderação dos mapas necessários. A área de estudo corresponde a um setor do oleoduto São Paulo – Brasília (OSBRA), com extensão de 18,5 km e largura de 2 km (área total de 83,99 km²) e utilizou-se uma base cartográfica digital na escala 1:10.000. Foram realizadas vistorias de campo para levantar pontos de observação de superfície e para coletar amostras de solo. Realizaram-se ensaios geotécnicos, químicos e mineralógicos com as amostras coletadas. A aplicação do método consistiu na geração de mapas de suscetibilidade intermediários, que combinados geraram o mapa de fragilidade ambiental. Foi importante a utilização do método AHP, pois ele reduz a subjetividade das ponderações qualitativas realizadas. Os resultados obtidos esclarecem a definição do conceito de fragilidade ambiental, além de mostrar a importância da seleção e ponderação dos atributos utilizados no método. O mapa final gerado também permitiu avaliar a sensibilidade do método e seu potencial de aplicação prática. / Currently there are different definitions to the concept of environmental fragility; it complicates its application and makes difficult to compare between different methods. This work addresses the main definitions to this concept and adopts the one considered the most proper. Based in the adopted definition it was proposed a method to evaluate the environmental fragility of a study area. This method applies weights to the different attributes (physical, biotic and socioeconomic) related to the environmental fragility analysis, which are assigned using the Analytic Hierarchy Process (AHP). The method also uses Geographic Information System (GIS) software to structure the database, to conduct the spatial analysis and to assign weights to the maps. The study area is a sector of the São Paulo – Brasília oil pipeline (OSBRA), covering 18.5 km length and 2 km wide (total area of 83,99 km²) and it was used a digital cartographic map at the scale of 1:10,000. Field trips were made to obtain surface observation points and to collect soil samples. Geological and geotechnical tests, mineralogical tests and chemistry analysis were conducted with the soil samples. The method application consists in generating intermediates susceptibility maps, that were combined to generate the environmental fragility map. It was important to use the AHP method, because it reduces the subjectivity of the qualitative weight assignment. The obtained results elucidate the environmental fragility concept and show the importance of the selection and weight assignment of the attributes used in the method. Moreover, the final map provided to evaluate the method sensitivity and its potential of practical application.

Uma solução para a preservação das águas é o investimento em saneamento e no tratamento do esgoto sanitário, que é realizado por meio de estações de tratamento de esgoto. Todavia, a escolha do sistema de tratamento a ser implantado em um município deve atender aos requisitos técnicos, ambientais, sociais e econômicos do mesmo. O objetivo principal desta pesquisa foi validar e avaliar a aplicabilidade de um modelo de tomada de decisão para escolha de sistema de tratamento de esgoto sanitário de menor custo econômico desenvolvido por Oliveira (2004). Este modelo elabora o dimensionamento de oito sistemas de tratamento e, a partir desses dados, faz a estimativa do custo de implantação, manutenção e operação de cada sistema. Para esta avaliação, foram realizadas entrevistas em órgãos relacionados a saneamento no Brasil, bem como com tomadores de decisão e especialistas em saneamento, a fim de coletar os dados necessários para aplicação de testes com o modelo. No total, foram coletados dados de 61 projetos de estações de tratamento de esgoto, os quais foram utilizados nos testes realizados. Durante a avaliação do modelo, foram utilizadas técnicas como simulação, análise hierárquica de processos e equilíbrio de Nash, além de serem realizados ajustes nos custos do modelo, nas variáveis utilizadas, nos sistemas de tratamento, dentre outras, totalizando 12 novas versões até a final, denominada ETEX-FEARP. Com base nas análises realizadas neste trabalho, considera-se o modelo adequado para proporcionar uma visão global no planejamento dos investimentos, bem como para estudos de concepções de estações de tratamento, auxiliando o tomador de decisão na escolha do sistema, com base em critérios econômicos, ambientais e técnicos. / A solution for the preservation of the water is the investment in sanitation and in the treatment of sanitary sewer, which is accomplished through sewer treatment stations. However, the choice of the treatment system to be implanted in a municipal district should meet its technical, environmental, social and economical requirements. The main objective of this research was to validate and to evaluate the applicability of a decision making model to choose the system of sanitary sewer treatment with the lowest economical cost developed by Oliveira (2004). This model elaborates the sizing of eight treatment systems, and then it estimates the implantation cost, maintenance and operation of each system. For this evaluation, interviews were performed in institutions related to sanitation in Brazil, as well as with decision makers and specialists in sanitation, in order to collect the necessary data for application of tests with the model. In the total, data from 61 projects of sewer treatment stations were collected, which were used in the accomplished tests. During the evaluation of the model, techniques such as simulation, hierarchical analysis of processes and Nash equilibrium were used. In addition, changes have been made in the costs of the model, in the used variables, in the treatment systems, among others, totaling 12 new versions, and the final version, was denominated \"ETEX-FEARP\". Based on the analysis done in this research, the model is considered appropriate to provide a global vision in the planning of the investments, as well as for studies of conceptions of treatment stations, helping the decision maker choose the system, based on economical, environmental and technical criteria.

Valet av IT-system kan vara en omfattande process som trots många iblandade kan resultera i ett misslyckade, vilket kan leda till stora och oförutsedda kostnader. Om jämförelsen inte sker enligt en säker och beprövad process är risken större att valet blir fel då det snarare grundas på känsla och marknadsföring än en opartisk jämförelse. Företaget Genero Solutions erbjuder en IT-lösning för säljstyrning som bland annat tillhandahåller rapporter över fältsäljkårers besöksstatistik och ser ett behov av ett bättre rapportsystem som ger granskare av dessa rapporter större frihet vid exploatering av data. Många leverantörer av IT-system inom Business Intelligence erbjuder den här typen av rapportsystem, vilket gör det än svårare att välja vilket system som passar Genero Solutions bäst. Eftersom det finns en väldig mängd av dessa system är risken stor att valet blir fel om jämförelsen inte sker enligt en säker process, utan istället grundas på känsla och marknadsföring. Denna rapport innehåller en metod som jämför tre olika rapportsystem baserad på en etablerad jämförelsemetod för att undersöka möjligheten att åstadkomma ett vetenskapligt resultat. Jämförelsen granskar de tre Business Intelligence systemen Microsoft Powber BI, The Diver Solution och Qlik Sense och baseras på Analytic Hierarchy Process (AHP). Rapporten resulterar i motiverad metod som är lämpad för undersökningen samt en rekommendation till Genero Solutions av det rapportsystem som är bäst lämpat. / Selecting the right IT-system might be an extensive process which, despite many people involved, might lead to a failure which can mean high and unforeseen costs. If the comparison of systems isn’t done according to a proven method there is a higher risk that the final choice of IT-system is based on emotions and good marketing rather than a straight and fair comparison. Genero Solutions offers an IT-solution for sales control which is partly providing reports containing statistics from the sales force on field. Genero Solutions is in need of a better reporting system which gives the inspector of the reports more flexibility when exploring data. There are many providers within Business Intelligence who is offering this kind of reporting service, which makes it even harder choosing the system fitting Genero Solutions needs. This report develops a method which is based on scientific theories and the established comparison method Analytic Hierarchy Process (AHP), aiming to achieve a scientifically proved result and apply it by examine the Business Intelligence systems Microsoft Power BI, The Diver Solution and Qlik Sense The result of this report in a motivated method that is suited for this investigation and also a recommendation for which system that is best suited for Genero Solutions needs.

Tesis por compendio / [ES] El consumo energético de una estación de bombeo (EB) representa el mayor consumo de energía de un sistema de de distribución de agua. Adicionalmente, otros problemas como el cambio climático, el estrés hídrico y emisión de gases de efecto invernadero conducen a la necesidad de optimizar este tipo de instalaciones, tanto en su diseño como en su operación. La presente tesis doctoral consta de tres etapas de desarrollo. La primera etapa desarrolla una metodología de optimización de la operación de EB. La segunda etapa desarrolla un método de diseño de estaciones de bombeo considerando aspectos técnicos y económicos basados en el método AHP (Analytic Hierarchy Process, del Ingles). Finalmente, la tercera etapa es una mejora de la segunda añadiendo aspectos ambientales y consideración de variabilidad de la demanda. Una de las principales contribuciones es el desarrollo de una metodología para la optimización del funcionamiento de una EB. Esta metodología se basa en el uso de la curva de consigna y una operación combinando bombas de velocidad fija (BVF) y bombas de velocidad variable (BVV). El objetivo de este método es determinar el número óptimo de BVF y BVV en para cualquier caudal minimizando el consumo energético total de la EB. Esta metodología corrige la eficiencia de BVV determinada por las leyes de semejanza e incluye una formulación matemática de la eficiencia del variador de frecuencia. El diseño convencional de EB se basa la minimización del coste del ciclo de vida (CCV); suma de costes de inversión, operación y mantenimiento. La segunda etapa de la tesis, desarrolla un método integral de diseño de EB considerando aspectos técnicos y económicos aplicando el método AHP. La metodología propuesta consta de tres fases. La primera fase está relacionada la definición de los datos requeridos de la EB y permite definir los modelos factibles para la red. La segunda fase está relacionada con la definición de las posibles soluciones y su evaluación con los criterios técnicos y económicos. La tercera fase está relacionada con el cálculo del frente de Pareto del conjunto de soluciones obtenidas y la aplicación del método AHP. La metodología desarrollada en la segunda etapa de la tesis presenta cuatro limitaciones. La primera es no considerar los criterios medioambientales en el diseño de la EB. La segunda es no considerar la optimización del funcionamiento de una EB definido en la primera etapa. LA tercera está relacionada con la escala utilizada en el método AHP. La cuarta es la consideración de un único patrón de consumo en la estación de bombeo. Por ello, en la tercera etapa de la tesis se desarrolla una nueva propuesta de metodología de diseño de EB que pretende solventar estos problemas. Este nuevo método considera criterios medioambientales como el MEI, las emisiones de efecto invernadero o la eficiencia del método de regulación en la EB. El método incluye también una propuesta de modificación de la escala tradicional de valoración clásica del AHP. Las metodologías propuestas se han validado de forma comparativa con dos redes de distribución de agua (redes CAT y TF). Sobre ambas redes se compararon tanto los diferentes métodos propuestos como su comparativa con un planteamiento clásico del problema de diseño de una EB. En resumen, el la tesis recoge una metodología estandarizada para el diseño de cualquier tipo de EB (para agua potable, para riego etc.) considerando la configuración de bombeo más adecuada, haciendo uso de una variabilidad de la demanda, y considerando diferentes tipos de criterios (técnicos, económicos y ambientales) a través de un análisis multi criterio de toma de decisiones. / [CA] El consum energètic d'una estació de bombament (EB) representa el consum d'energia més gran d'un sistema de distribució d'aigua. Addicionalment, altres problemes com el canvi climàtic, l'estrès hídric i l'emissió de gasos d'efecte hivernacle condueixen a la necessitat d'optimitzar aquest tipus d'instal¿lacions, tant pel que fa al disseny com a l'operació. Aquesta tesi doctoral consta de tres etapes de desenvolupament. La primera etapa desenvolupa una metodologia d"optimització de l"operació d"EB. La segona etapa desenvolupa un mètode de disseny d'estacions de bombament considerant aspectes tècnics i econòmics basats en el mètode AHP (Analytic Hierarchy Process, de l'Angles). Finalment, la tercera etapa és una millora de la segona afegint-hi aspectes ambientals i consideració de variabilitat de la demanda. Una de les contribucions principals és el desenvolupament d'una metodologia per optimitzar el funcionament d'una EB. Aquesta metodologia es basa en lús de la corba de consigna i una operació combinant bombes de velocitat fixa (BVF) i bombes de velocitat variable (BVV). L'objectiu d'aquest mètode és determinar el nombre òptim de BVF i BVV en qualsevol cabal minimitzant el consum energètic total de l'EB. Aquesta metodologia corregeix l"eficiència de BVV determinada per les lleis de semblança i inclou una formulació matemàtica de l"eficiència del variador de freqüència. El disseny convencional dEB es basa la minimització del cost del cicle de vida (CCV); suma de costos dinversió, operació i manteniment. La segona etapa de la tesi desenvolupa un mètode integral de disseny d'EB considerant aspectes tècnics i econòmics aplicant el mètode AHP. La metodologia proposada consta de tres fases. La primera fase està relacionada amb la definició de les dades requerides de l'EB i permet definir els models factibles per a la xarxa. La segona fase està relacionada amb la definició de les possibles solucions i la seva avaluació amb criteris tècnics i econòmics. La tercera fase està relacionada amb el càlcul del front de Pareto del conjunt de solucions obtingudes i laplicació del mètode AHP. La metodologia desenvolupada a la segona etapa de la tesi presenta quatre limitacions. La primera és no considerar els criteris mediambientals en el disseny de lEB. La segona és no considerar l'optimització del funcionament d'una EB definit a la primera etapa. La tercera està relacionada amb l'escala utilitzada al mètode AHP. La quarta és la consideració d'un únic patró de consum a l'estació de bombament. Per això, a la tercera etapa de la tesi es desenvolupa una nova proposta de metodologia de disseny d'EB que pretén resoldre aquests problemes. Aquest nou mètode considera criteris mediambientals com el MEI, les emissions amb efecte d'hivernacle o l'eficiència del mètode de regulació a l'EB. El mètode també inclou una proposta de modificació de l'escala tradicional de valoració clàssica de l'AHP. Les metodologies proposades han estat validades de manera comparativa amb dues xarxes de distribució d'aigua (xarxes CAT i TF). Sobre les dues xarxes es van comparar tant els diferents mètodes proposats com la comparativa amb un plantejament clàssic del problema de disseny d'una EB. En resum, la tesi recull una metodologia estandarditzada per al disseny de qualsevol tipus d'EB (per a aigua potable, per a reg etc.) considerant la configuració de bombament més adequada, fent ús d'una variabilitat de la demanda, i considerant diferents tipus de criteris (tècnics, econòmics i ambientals) mitjançant una anàlisi multicriteri de presa de decisions. / [EN] Energy consumption of a pumping station (PS) represents the largest energy consumption of a water distribution system. Additionally, other problems such as climate change, water stress and greenhouse gas emissions lead to the need to optimize this type of facilities, both in their design and operation. This doctoral thesis consists of three stages of development. The first stage develops a methodology to optimize the operation of the PS. The second stage develops a pumping station design method considering technical and economic aspects based on the AHP (Analytic Hierarchy Process) method. Finally, the third stage is an improvement of the second stage by adding environmental aspects and demand variability consideration. One of the main contributions is the development of a methodology for the optimization of the operation of a PS. This methodology is based on the use of the set point curve and an operation combining fixed speed pumps (FSP) and variable speed pumps (VSP). The objective of this method is to determine the optimum number of FSP and VSP at any given flow rate while minimizing the total energy consumption of the PS. This methodology corrects the VSP efficiency determined by the similarity laws and includes a mathematical formulation of the variable frequency drive efficiency. Conventional PS design is based on the minimization of the life cycle cost (LCC); the sum of investment, operation and maintenance costs. The second stage of the thesis develops an integral method of PS design considering technical and economic aspects by applying the AHP method. The proposed methodology consists of three phases. The first phase one is related to the definition of the required data of the PS and allows defining the feasible models for the network. The second is related to the definition of the possible solutions and their evaluation with technical and economic criteria. The third phase is related to the calculation of the Pareto front of the set of solutions obtained and the application of the AHP method. The methodology developed in the second stage of the thesis has four limitations. The first one is not considering environmental criteria in the design of the PS. The second is not considering the optimization of the operation of a PS defined in the first stage of the thesis. The third is related to the scale used in the AHP method. The fourth is the consideration of a single consumption pattern in the pumping station. Therefore, in the third stage of the thesis, a new proposed methodology for the PS design is developed to solve these problems. This new method considers environmental criteria such as MEI, greenhouse emissions or the efficiency of the PS control method. The method also includes a proposed modification of the traditional AHP classical rating scale. The proposed methodologies have been comparatively validated with two water distribution networks (CAT and TF networks). For both networks, both the different proposed methods and their comparison with a classical approach to the design problem of a PS were compared. In summary, the thesis presents a standardized methodology for the design of any type of PS (for drinking water, irrigation, etc.) considering the most appropriate pumping configuration, making use of demand variability, and considering different types of criteria (technical, economic and environmental) through a multi-criteria decision making analysis. / Briceño León, CX. (2023). Contributions to the design of pumping stations in water distribution networks considering technical, economic and environmental aspects [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/193080 / Compendio

The product development process for the automotive industry is normally complicated, lengthy, expensive, and risky. Hence, a study on a new concept for Low Volume Automotive Manufacturing (LVAM), used for niche car models manufacturing, is proposed to overcome this issue. The development of a hybrid Knowledge Based (KB) System, which is a blend of KB System, Gauging Absences of Pre-requisites (GAP), and Analytic Hierarchy Process (AHP) is proposed for LVAM research. The hybrid KB/GAP/AHP System identifies all potential elements of LVAM issues throughout the development of this system. The KB System used in the LVAM analyses the gap between the existing and the benchmark organisations for an effective implementation. The novelty and differences in the current research approach emphasises the use of Knowledge Based (KB) System in the planning and designing stages by suggesting recommendations of LVAM implementation, through: a) developing the conceptual LVAM model; b) designing the KBLVAM System structure based on the conceptual LVAM model; and c) embedding Gauging Absences of Pre-requisites (GAP) analysis and Analytic Hierarchy Process (AHP) approach in the hybrid KBLVAM System. The KBLVAM Model explores five major perspectives in two stages. Planning Stage (Stage 1) consists of Manufacturer Environment Perspective (Level 0), LVAM Manufacturer Business Perspective (Level 1), and LVAM Manufacturer Resource Perspective (Level 2). Design Stage (Stage 2) consists of LVAM Manufacturer Capability ¿ Car Body Part Manufacturing Perspective (Level 3), LVAM Manufacturer Capability ¿ Competitive Priorities Perspective (Level 4), and LVAM Manufacturer Capability ¿ Lean Process Optimisation Perspective (Level 5). Each of these perspectives consists of modules and sub-modules that represent specific subjects in the LVAM development. Based on the conceptual LVAM model, all perspectives were transformed into the KBLVAM System structure, which is embedded with the GAP and AHP techniques, hence, key areas of potential improvement are recommended for each activity for LVAM implementation. In order to be able to address the real situation of LVAM environment, the research verification was conducted for two automotive manufacturers in Malaysia. Some published case studies were also used to check several modules for their validity and reliability. This research concludes that the developed KBLVAM System provides valuable decision making information and knowledge to assist LVAM practitioners to plan, design and implement LVAM in terms of business organisation, manufacturing aspects and practices. / Universiti Malaysia Pahang and Ministry of Higher Education Malaysia

The complexity of sustainable building maintenance environment requires managers to define and implement appropriate quality benchmark system suitable for this function. Lean Six Sigma (LSS) is one of the most effective process improvement and optimization philosophy that maintenance organisations can implement in their environment. However, literature review has shown that 90% of failures in LSS implementations are due to lack of readiness to change, the unawareness of the required benchmark organisation capabilities, and improper control of priorities. The contribution of the current research approach is in developing a hybrid Knowledge-Based (KB)/GAP/AHP System, consisting of three stages (Planning, Designing and Implementation) and containing over 2500 KB rules. The KB System can assist the decision-makers in identifying the obstacles behind the organisation readiness to change into a benchmark LSS maintenance environment. Thus the KB System will be used to achieve benchmark standards by determining the gap existing between the current environment and the benchmark goal, and then suggest a detailed plan to overcome these hurdles in a prioritised and structured manner, thus achieving cost benefits. To ensure its consistency and reliability, the KB System was validated in three Oman-based maintenance organisations, and one published case study for a UK-based organisation. The results from the validation were positive with the System output suggesting list of top priorities and action plans for achieving benchmark LSS standards for these organisations. The research concludes that the developed KB System is a consistent and reliable methodology for assisting decision-makers in designing, planning, and implementing LSS for benchmark sustainable building maintenance.

當政府機關開始大量的透過網路傳遞服務給民眾，政府迫切需要知道民眾對政府網站服務品質的認知評價為何。然而該如何衡量政府網站的服務品質至今仍沒有一個明確的方法。本論文旨在建構一套可以用來衡量政府網站服務品質的指標同時對政府網站服務品質提出相關的政策建議。本研究使用了線上問卷調查法與層級分析法，利用網路問卷線上調查了使用者對政府網站服務品質的評價，然後請專家利用層級分析法分析並計算出這些指標的相對權重。 本研究主要結果如下：(1).建構適合衡量台灣政府的網站服務品質指標，包含「設計性」、「易用性」、「可靠性」、「資訊品質」、「有用性」與「回應性」六大構面，而六大構面下共包含三十項指標；(2).實際調查台灣網路民眾對政府網站服務品質評價，發現民眾對政府網站服務品質的「有用性」相對評價最高，而對政府網站「回應性」的服務品質則是相對最不肯定；(3).請專家透過層級分析法對政府網站服務品質指標做出重要性權重排序，整體而言，專家給予「資訊品質」相對最高的權重，後依序是「有用性」、「回應性」、「可靠性」、「易用性」，而「設計性」則是專家排序中相對最不重視的；(4).比較專家與民眾對政府網站服務品質指標重要性與評價的差異，發現就評估構面而言，「資訊品質」與「回應性」是專家認為相對重要，但民眾基於使用經驗相對不肯定的指標，應該列為政府提昇網站服務品質優先改善的構面 基於上述研究發現，作者提出了隨時檢視資訊更新程度、替使用者重新編寫資訊與強化政府網站的回應能力等三點研究建議，以期待徹底提昇政府網站的服務品質。 / As government organizations have increasingly provided services to the public via Internet, e-government websites have demanded acute understanding of how the users perceived the service quality. However concerning it is not clear how the e-service quality of e-government websites can be measured. This thesis aims to construct the indicators to evaluate e-service quality of e-government websites and propose management suggestions to government. The research methods of this thesis include an online survey and Analytic Hierarchy Process (AHP). A survey was conducted with online users being asked to evaluate the e-service quality of e-government websites. Then AHP was applied to analysis and compute the weights of these indicators from the experts. The key findings are: First, Design, Usability, Reliability, Information Quality, Usefulness, and Responsiveness are key dimensions of e-service quality of e-government in Taiwan. Second, most of the online users are satisfied with the Usefulness of e-government websites in Taiwan, but they are not satisfied with the Responsiveness of e-government websites in Taiwan. Third, for the evaluation aspects, the sequence of importance for the e-service quality of e-government websites in Taiwan is Information Quality, Usefulness, Responsiveness, Reliability, Usability and Design. Among them, the domain experts think Information Quality and Responsiveness are relatively important aspects of e-service quality of e-government websites in Taiwan. However, general online users are not satisfied with these two aspects. So these two aspects should be listed on the top priority for improvement straight away. Based on the research findings, the author proposes three policy suggestions to improve the websites in Taiwan’s government. First, keep the information on the government websites most updated. Second, improve the information readability for online users. Finally enhance the responsiveness of government websites.