Abstract Background The organisations actions are continuing to be disconnected from Earth system research and to what level organisations have an impact, if all to minimize risk of collapse of Earth systems are unknown (Whiteman etl al 2013) this is the problem this paper is seeking to address. By connecting organizations sustainability work with Earth boundaries research by developing the Swedish SIQ business excellence model. Purpose The purpose of this paper is to develop SIQ model so it contains what is necessary to identify organizations impact on Earth 9 boundaries.  Method A qualitative research method has been used and the analysis has been done by using the Planetary Boundaries research and top-down & bottom-up perspective as a lens to identify problem, solution and to analyse the SIQ model, then data has been collected by literature studies. Results The result chapter is the presentation of a model than show the relation between the Earth system and boundaries. This is followed by the analysis of the SIQ model that suggest main development needs in the environmental management criteria. The development should incorporate a top-down & bottom-up perspective in order to effectively consider external criteria’s such as Earth boundaries in the management of the organization at management and activity level. Discussion For organisations to consider external factors such as Earth boundaries the SIQ criteria’s and goals has to interact. And by interacting Earth boundaries with the SIQ model the gap between organizations and environmental science are reduces. By reducing this gap the organizations activities can contribute to minimize the degradation on Earth systems and risk for collapse / Bakgrund Företagens aktiviteter fortsätter att vara särkopplade från vetenskapen om Jordens globala system och till vilken utsträckning företagen motverkar kollaps av Jordens system är oklart (Whiteman et al. 2014) och det är denna utmaning som denna uppsats söker att utforska genom att koppla företagens hållbarhetsarbete med Jordens 9 gränser genom at utveckla SIQ modellen. Syfte Syfte med denna uppsats är att utveckla SIQ modellen så den innehåller det som krävs för att företagen skall identifiera sin inverkan på Jordens 9 gränser. Metod En kvalitativ metod har använts och för att analysera har gjorts genom att använda Jordens 9 gränser och top-down/bottom-up perspektivet som lins för att identifiera problem, lösningar och analysen av SIQ modellen och datainsamlingen har gjorts genom litteraturstudier. Resultat Resultatkapitlet introducerar en modell som visar samverkan mellan Jordens system och 9 gränser ner till företagen aktiviteter. Modellen följs av analysen av SIQ modellen som visar störst utvecklingspotential i miljöledningskriterierna. Utvecklingen bör samverka med top-down/bottom-up perspektiven för att modellen skall på bästa sätt omhänderta externa faktorer såsom Jordens gränser i styrningen av företagen på överordnad och utförarnivå. Diskussion För att företagen skall kunna omhänderta alla externa faktorer såsom Jordens gränser så måste SIQ kriterierna och företagens mål samverka. Genom att integrera Jordens gränser med SIQ modellen så har gapet mellan företagen och miljövetenskapen minskats. Genom att minska detta gap kan företagens aktiviteter bidra till att minimera nerbrytningen och risk för kollaps av Jordens system.

In today's society, the linear economy dominates. As a result of the earth’s limited resources, an ever-increasing focus is on the need for companies to become sustainable. One concept that has become more prevalent in this context is the Triple Bottom Line, which emphasizes the importance of a balance between people, profit, and planet. In manufacturing industries, circular economy can be a way to reach sustainability and the Triple Bottom Line. However, many companies prioritize quality and profitability. The Business Excellence Model is a business model that focuses on quality and achieving business excellence. However, many consider that quality and business excellence do not go hand in hand with sustainability and circular economy. The purpose of the study was to understand how the manufacturing industry, through its Business Excellence Model, can contribute to a more sustainable future by using circular economy in its business development. This was done by expanding existing theories of Business Excellence Model and exploring how manufacturing companies can integrate a Triple Bottom Line perspective with the help of circular economy. A qualitative method was used to conduct the study and data collection was done through semi-structured interviews with researchers and professionals in relevant areas. Based on the theory, a conceptual model was developed that links the theoretical framework. The empirical results of the interviews were then compared against existing theories to answer the research questions. The study resulted in seven factors that can be important to keep in mind for a Triple Bottom Line Business Excellence Model. These factors are clear and committed leadership, committed and loyal employees, customers and stakeholders, collaboration, long-term perspective, a holistic perspective, and sustainable business. Some of these factors already existed in the excellence models, while others were added. There were also three strategies that should be considered to make a successful shift from Single Bottom Line to Triple Bottom Line. These strategies were: changing management strategy, expanding the perspective, and finding a way to do business of sustainability. The conclusion that could be drawn from this is that manufacturing companies may be facing a paradigm shift where they must realize that they can make money and do business on sustainability. / I dagens samhälle dominerar den linjära ekonomin och till följd av jordens begränsade resurser riktas ett allt större fokus mot att företag måste bli hållbara. Ett koncept som har blivit alltmer förekommande i detta sammanhang är Triple Bottom Line som betonar vikten av en balans mellan ekonomisk, miljömässig och social hållbarhet. Inom tillverkande industrier kan cirkulär ekonomi vara en väg för att nå hållbarhet och specifikt Triple Bottom Line. Många företag prioriterar dock kvalitet och lönsamhet. Business Excellence Model är en affärsmodell som fokuserar mycket på kvalitet och att uppnå så kallad business excellence. Många anser emellertid att kvalitet och business excellence inte går ihop med hållbarhet och cirkulär ekonomi. Syftet med studien var att förstå hur tillverkningsindustrin, genom sin Business Excellence Model, kan bidra till en mer hållbar framtid med hjälp av cirkulär ekonomi i sin verksamhetsutveckling. Det genom att expandera existerande teorier om Business Excellence Model och undersöka hur tillverkande företag kan integrera ett Triple Bottom Line-perspektiv med hjälp av cirkulär ekonomi. En kvalitativ metod användes för att genomföra studien och datainsamling skedde genom semistrukturerade intervjuer med forskare och yrkesverksamma inom relevanta områden. Utifrån teorin togs det fram en konceptuell modell som kopplar samman det teoretiska ramverket. Det empiriska resultatet från intervjuerna jämfördes därefter mot existerande teorier för att svara på de formulerade forskningsfrågorna. Studien resulterade i sju faktorer som kan vara viktiga att ha i åtanke för en Triple Bottom Line Business Excellence Model. Dessa faktorer är tydligt och engagerat ledarskap, engagerade och lojala medarbetare, kunder och intressenter, samarbete, långsiktighet, helhetsperspektiv och hållbara affärer. Vissa av dessa faktorer existerade redan i excellence-modellerna, medan andra tillkom som nya. Det uppkom även tre strategier som bör beaktas för att göra ett lyckat skifte från Single Bottom Line till Triple Bottom Line. Strategierna är: ändra ledningsstrategi, vidga perspektivet och hitta ett sätt att göra business av hållbarhet. Slutsatsen som kunde dras utifrån detta är att tillverkande verksamheter står inför ett eventuellt paradigmskifte där de måste inse att man kan tjäna pengar på och göra business av hållbarhet.

During the last twenty years, Total Quality Management and Business Excellence Models [BEMs] have been very attractive to organisations as an improvement strategy, as there has been a push by governments to encourage this trend in both public and private sector organisations through the development of national quality awards. There remain difficulties in the successful implementation of BEMs, as there have been high implementation failures rates in various industrial settings. It appears that these failures have been the result of a failure to identify key influential factors that might be incorporated into organisations’ BEM implementation guidelines. Therefore, this research attempts to identify the key influential factors for the successful implementation of a BEM and then examines the role of these factors when they are incorporated with the implementation strategy of a BEM in a public sector organisation in the United Arab Emirates, the Abu Dhabi Police. The research takes a mixed-methods approach including a systematic literature review, a questionnaire survey of 300 employees and 25 interviews with top managers and BEM implementation team members in the Abu Dhabi Police. The quantitative data is assessed using descriptive and inferential statistical analysis. A paired-samples t-test is used to compare perceptions and the actual presence of key influential factors. Additionally, the correlation between these factors and the implementation efficiency of the BEM is investigated by using a Pearson’s correlation coefficient analysis. The interviews are also subjected to thematic analysis. The key findings are that there are 18 key influential factors which significantly impacted on the successful implementation of the BEM in this public sector organisation; therefore they should be considered as a whole during any such implementation. These factors can be grouped into associated stages of commitment, implementation and measurement, leading to the development of a conceptual framework to be used as a roadmap for the implementation of BEMs by public sector organisations.

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-11-16T12:18:40Z No. of bitstreams: 1 Dissert Sirley Camilo da Silva.pdf: 3193516 bytes, checksum: 493f52667ba8c212e8d599310f6af084 (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-11-16T14:23:06Z (GMT) No. of bitstreams: 1 Dissert Sirley Camilo da Silva.pdf: 3193516 bytes, checksum: 493f52667ba8c212e8d599310f6af084 (MD5) / Made available in DSpace on 2017-11-16T14:23:06Z (GMT). No. of bitstreams: 1 Dissert Sirley Camilo da Silva.pdf: 3193516 bytes, checksum: 493f52667ba8c212e8d599310f6af084 (MD5) Previous issue date: 2017-08-22 / Atualmente no Brasil, excelência e gestão são pilares de competitividade e sobrevivência das organizações. Considerando a realidade das Instituições de Ensino Superior que possuem uma alta regulamentação do Governo Federal com exigência na sua qualidade de ensino, a concorrência e a demanda de vagas advindas do Financiamento Estudantil (FIES) e a pressão na redução das mensalidades, bem como a necessidade de melhorar os processos e serviços vem aumentando. A Instituição objeto desta pesquisa é o Grupo Estácio, uma das maiores Instituições de Ensino Superior Privado do Brasil, com mais de 90 unidades espalhadas em 20 estados da federação e Distrito Federal, cujo objetivo desta pesquisa é verificar a viabilidade da implantação de um Programa de Excelência em Gestão a partir dos resultados avaliados no Grupo. Com o uso de bases de pesquisa relevantes no meio acadêmico, como WEB OF SCIENCE, SCOPUS, SCIELO e Directory of Open Access Journals (DOAJ). Através de um estudo de caso e uma pesquisa documental, utilizando dados secundários obtidos do Sistema Interno da Estácio, chamado Sistema de Suporte ao Programa de Excelência em Gestão (SISPEG) entre os anos de 2012 e 2016, foi constatada uma evolução positiva nos principais indicadores da Instituição em relação às partes interessadas (Alunos, Colaboradores, Governo e Acionistas), que foram impactados pelos processos considerados na implantação do Modelo de Excelência em Gestão customizado para o Grupo. Como contribuição, este trabalho possibilita à comunidade científica, acesso a um estudo aprofundado sobre a Gestão da Qualidade Total (GQT) e compreensão de sua relação com os modelos de prêmios de excelência que surgiram ao redor do mundo bem como os Fatores Críticos de Sucesso para sua implementação, customização e a viabilidade de implantação em um Instituição de Ensino Superior. / Currently in Brazil, excellence and management are pillars of competitiveness and survival of organizations. Considering the reality of Higher Education Institutions that have a high Federal Government regulation with a requirement in their quality of education, competition and the demand for vacancies from Student Funding (FIES) and the pressure to reduce tuition fees, as well as the need Processes and services has been increasing. The Institution object of this research is the Estácio Group, one of the largest Private Higher Education Institutions in Brazil, with more than 90 units spread across 20 states of the federation and Federal District, where the central question of this research is to verify the viabibility of implementing a Program of Excellence in Management based on the results evaluated in the Group. With the use of relevant research bases in the academic environment, such as WEB OF SCIENCE, SCOPUS, SCIELO and Directory of Open Access Journals (DOAJ). Through a case study and documentary research, using secondary data obtained from the Estácio Internal System, called the System of Support to the Program of Excellence in Management (SISPEG) between the years of 2012 and 2016, there was a positive evolution in the main indicators Of the Institution in relation to the Stakeholders (Students, Employees, Government and Shareholders), who were impacted by the processes considered in the implementation of the Business Excellence Model customized for the Group. As a contribution, this work provides the scientific community with access to an in-depth study on Total Quality Management (TQM) and an understanding of its relationship with the excellence awards models that have emerged around the world as well as the Critical Success Factors for Its implementation, customization and the feasibility of implantation in an Higher Education Institution.

Det primära syftet med studien var att undersöka hur ett medelstort företag upplever självutvärderingsverktyget språngbrädan. Syftet var också att bidra med kunskap om forskningsläget kring språngbrädan. En mixad metod användes där datainsamlingen genomfördes genom en enkät på ett urval av företaget. Första delen av enkäten utgjorde en lättversion av språngbrädan som användes för självutvärdering av verksamheten, därigenom fick respondenterna uppleva verktyget. Andra delen av enkäten utgjorde en utvärdering av hur språngbrädan upplevs, med både skalfrågor och öppna frågor. Resultatet visar att en övervägande del är positiva till språngbrädan och kan tänka sig fortsätta använda verktyget. En övervägande del är neutrala i frågan huruvida språngbrädan behöver utvecklas och anpassas efter den egna verksamheten, och huruvida det finns fördelar och nackdelar. Resultatet visar också att språngbrädan är väldigt outforskat där endast en vetenskaplig artikel identifierades. Slutsatsen är att det behövs fler studier där deltagarna informeras om arbetssättet självutvärdering / The primary purpose of the study was to investigate how a medium-sized company experiences the self-assessment tool - the springboard. The purpose was also to contribute with knowledge about the research that has been conducted on the springboard. A mixed method was used where the data collection was conducted on a sample of the company's operations through a survey. The first part of the survey constituted a light version of the springboard that was used for self-assessment of the business, thereby letting the respondents experience the tool. The second part of the survey was an evaluation of how the tool is experienced, with both rating questions and open questions. The result shows that the majority is positive to the springboard and can imagine continuing to use the tool. A majority is neutral to the question of whether the springboard needs to be developed and adapted to its own business, and whether there are advantages and disadvantages. The result also shows that the springboard is very unexplored where only one scientific article was identified. The conclusion is that more studies are needed, where the participants are informed about the method of self-assessment and about the tool prior to the study, in order to obtain more comprehensive data. / <p>2019-06-27</p>

<p>Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. TQM, commonly used control system – ISO, and Business Excellence Models – Mal-colm Baldrige National Quality Award (MNBQA) and European Foundation for Quality Management (EFQM) were used as the basis for our research. The main premise for the research is that it is not nec-essary to excel in all concepts of TQM, where ISO was used as the primary step towards total quality.</p><p>Hence it was deduced that quality in the collected sample differs among the concepts. Even though the main concept of customer satisfaction is acknowledged, the human factor is still undervalued. This might also be the flaw hinged by ISO. However, further research could be done, covering bigger sample and observing the shift of these tendencies.</p><p>Key words: Total Quality Management (TQM), Interantional Organisation for Standardisation (ISO), Business Excellence Model (BEM), IT, Belarus, transitional economy, tendencies, Leadership, Strategy, Human Resources, Culture, Infrastructure</p><p>iii</p>

Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. TQM, commonly used control system – ISO, and Business Excellence Models – Mal-colm Baldrige National Quality Award (MNBQA) and European Foundation for Quality Management (EFQM) were used as the basis for our research. The main premise for the research is that it is not nec-essary to excel in all concepts of TQM, where ISO was used as the primary step towards total quality. Hence it was deduced that quality in the collected sample differs among the concepts. Even though the main concept of customer satisfaction is acknowledged, the human factor is still undervalued. This might also be the flaw hinged by ISO. However, further research could be done, covering bigger sample and observing the shift of these tendencies. Key words: Total Quality Management (TQM), Interantional Organisation for Standardisation (ISO), Business Excellence Model (BEM), IT, Belarus, transitional economy, tendencies, Leadership, Strategy, Human Resources, Culture, Infrastructure iii

The goal of this diploma thesis is to analyze the customer satisfaction with services and products the company Agrotec a.s - agricultural division and propose the processes and instructions for its improvement, including financial, organizational and conductive aspects. The theoretical part is focused on costumer, his development from the first purchase, fulfilling his needs, his satisfaction and the methods for its evaluation. The practical part is describing company; where, in which way and with what results was the costumer satisfaction survey made. These indicators are shown in tables and graphs. Further the thesis continues by final evaluation of the costumer satisfaction survey and finishes by improvement proposals chapter.

Σκοπός της διατριβής είναι η ανάπτυξη ενός δυναμικού συστήματος επιχειρηματικής αρίστευσης το οποίο μπορεί να εφαρμοστεί σε οποιοδήποτε περιβάλλον (γεωγραφικό, κλαδικό, οικονομικό) υιοθετώντας τις αρχές της Ποιότητας, της Συστημικής Προσέγγισης και των Δυναμικών Συστημάτων. Ως μελέτες περίπτωσης δίνεται η ανάπτυξη του Ελληνικού Μοντέλου Επιχειρηματικής Αρίστευσης και ενός κλαδικού μοντέλου στις Τηλεπικοινωνίες. / The aim of the dissertation is the development of an integrated system of business excellence which can be applied to any environment (geographical, sector and economical) by adopting Quality Management priciples, Systemic Approach and System Dynamics. Case studies have been developed for both the Hellenic Business Excellence framework and the Telecommications sector.