Neste final de século o processo de globalização dos mercados e seu efeito sobre os padrões de conduta econômica, política, social e organizacional, vêm assumindo importância crescente, compondo um cenário no qual a competitividade emerge como uma questão imperativa. Como característica das empresas modernas, tem-se o aumento de padrão de automação onde as tecnologias tem disponibilizado o acesso a uma grande quantidade de dados. Tecnologias de data warehouse (DW) têm servido como repositores desses dados e o avanço nas aplicações de extração, transformação e carregamento (ETL) têm aumentado a velocidade da coleta. Atualmente, muito se tem discutido a respeito desse produto secundário resultante dos processos empresariais, os dados, que tem sido vistos como uma potencial fonte de informação capaz de possibilitar às instituições a garantia de sobrevivência em sua indústria. Nesse contexto, os sistemas de Business Intelligence (SBI), que têm como função prover o tratamento dos dados e entregar informação acionável que pode ser usada para uma específica tomada de decisão, têm recebido o reconhecimento de sua importância por parte dos executivos para a continuidade de suas empresas. Fato esse reforçado pelos resultados de pesquisas realizadas mundialmente pelo Gartner onde por anos seguidos os SBI têm sido relatados pelos executivos como o sonho de consumo das empresas. Aplicações de business intelligence têm dominado a lista de prioridade de tecnologia de muitos CIOs. Apesar desse cenário bastante favorável para os SBI, o Gartner Group aponta um elevado índice na subutilização desses sistemas, o que nos leva a questionar porque um sistema importante e desejado pelas empresas não consegue atender as expectativas dos usuários. Assim surgiu a proposta de estudar nesse trabalho a influência das dimensões fatores críticos de sucesso (FCS) e benefícios esperados (BE) sobre a dimensão intenção de uso (USO) da informação disponibilizada pelos SBI, verificando o efeito das variáveis de cada dimensão sobre o USO. Para isso foi estabelecido um modelo conceitual relacionando as dimensões mencionadas utilizando-se como referência outros trabalhos acadêmicos, suas variáveis e resultados de pesquisa. Foi realizada uma pesquisa quantitativa com a aplicação da técnica estatística Partial Least Square (PLS) com os dados obtidos de usuários de SBI em diferentes áreas da empresa de diferentes setores. Com o uso da técnica PLS, foi possível obter os indicadores para as variáveis das dimensões e estabelecer o modelo estrutural baseado em confiança. / As this century ends, the market globalization process and its effect on patterns of economic, political, social and organizational behaviors become increasingly important, composing a scenario in which competitiveness emerges as an imperative issue. As a trait of modern enterprises, there is an increase in automation standards where technologies provide access to a large amount of data. Technologies of data warehouse (DW) have been serving as repositories of such data and advances in extraction, transformation and loading (ETL) applications have been increasing the speed of data collection. More recently, much has been discussed about this secondary product resulting from business processing: the data that has been seen as a potential source of information able to allow institutions guarantee survival in their industry. In this context, Business Intelligence Systems (BIS), that have as function provide data processing and deliver actionable information, i.e., information that could be used for a specific decision making, have received recognition from executives of its importance to the continuity of their business since for years, has been reported in research conducted worldwide by Gartner as the technology desire of these professionals. Business Intelligence applications have been considered the technology priority investment of many CIOs. Despite of this favorable scenario for Business Intelligence Systems, the Gartner Group indicates a high level of underutilization of these systems which leads us to question why an important and desired business system cannot achieve user\'s expectations. Thus, this work proposes to study the influence of the dimensions critical success factors (CSF) and expected benefits (BE) on the dimension use (USO) to the information provided by BIS, checking the effect of each dimension on the USO emerged. To do this a conceptual model was established by relating these dimensions using as reference other academic papers, their variables and search results. It was realized a quantitative research with an application of statistical technique Partial Least Square (PLS) with data obtained from users of BIS in different areas of the company from different sectors. Using the PLS technique, it was possible to obtain indicators for the variables and dimensions to establish the structural model based on trust.

Submitted by Marcia Silva (marcia@latec.uff.br) on 2015-10-28T14:31:51Z No. of bitstreams: 1 Dissert Cyro Rodrigues Barretto.pdf: 5057628 bytes, checksum: 9cd414387fb221841d38efd245edcf97 (MD5) / Made available in DSpace on 2015-10-28T14:31:51Z (GMT). No. of bitstreams: 1 Dissert Cyro Rodrigues Barretto.pdf: 5057628 bytes, checksum: 9cd414387fb221841d38efd245edcf97 (MD5) Previous issue date: 2015-06-18 / Esta dissertação constitui o resultado de um estudo sobre fatores críticos de insucesso no gerenciamento e implantação de projetos em uma empresa integrada de energia no Brasil. O estudo procurou trazer uma contribuição adicional aos estudos que vem sendo realizados sobre o tema, buscando mapear e analisar os fatores críticos de insucesso (FCI), que podem ser identificados antes da fase inicial de implantação de projetos, na perspectiva do ambiente interno tanto das equipes executoras, quanto dos patrocinadores e clientes/usuários de projetos neste segmento organizacional. A pesquisa foi realizada por meio de uma revisão da literatura mais recente, buscando artigos científicos mais relevantes, com foco no estado da arte relacionado à temática escolhida. Foram identificados oito grupos temáticos mais frequentes entre os autores estudados. A revisão da literatura apontou a existência de condições desfavoráveis que estando presentes no ambiente do projeto, podem trazer impactos na realização de diversos requisitos relacionados ao escopo, como prazo, custo, qualidade, aspectos de meio ambiente, segurança, saúde ocupacional e responsabilidade social, entre outros. Foram identificados oito grupos temáticos de FCI mais frequentes entre os autores pesquisados. A partir deste agrupamento, foi construído um questionário estruturado, que foi validado com especialistas com grande experiência no gerenciamento de projetos. O questionário validado foi utilizado em um survey entre profissionais de gerenciamento de projetos de duas Comunidades de Práticas da empresa estudada, oriundos de diferentes circunstâncias históricas, bem como distintas realidades profissionais, culturais, socioeconômicas, políticas e ambientais. Foram obtidos 397 questionários válidos, sendo que os resultados do survey foram submetidos à estatística descritiva, que identificou um conjunto de 10 FCI encontrados com maior frequência pelos especialistas que participaram do survey. Os resultados encontrados mostraram-se importantes para a construção de conhecimento não somente para a comunidade acadêmica, como também para os profissionais de gerenciamento de projeto. Percebeu-se que quanto mais precocemente os FCI forem identificados, maiores poderão ser as chances de serem tratados, seja por meio da eliminação ou mitigação dos seus impactos, com vistas a se obter uma taxa de sucesso que possa atender aos requisitos mais prioritários definidos pelos atores envolvidos. / This dissertation is the result of a study on critical factors of failure in the management and implementation of projects in an integrated energy company in Brazil. The study sought to bring an additional contribution to the studies that have been conducted on the subject, seeking to map and analyze the critical factors of failure (CFF), which can be identified before the initial phase of project implementation from the perspective of both the internal context executing teams, the sponsors and clients / projects of users in this organizational segment. The survey was conducted through a review of the latest literature, searching for the most relevant scientific articles, focusing on the state of the art related to the chosen theme. Eight most frequent thematic groups among the study authors were identified. The literature review showed the existence of unfavorable conditions that are present in the project environment, that can pose impacts in making various requirements related to the scope, such as time, cost, quality, environmental aspects, safety, occupational health and social responsibility, among others. Eight thematic groups CFF frequently among the surveyed authors were identified. From this group, a structured questionnaire was built, which was validated by experts with extensive experience in project management. The validated questionnaire was used in a survey among project management professionals from two communities of practice within the studied company, from different historical circumstances and different professional, cultural, socialeconomic, political and environmental realities. 397 valid questionnaires were obtained, and the survey results were submitted to descriptive statistics, which identified a set of 10 CFF found more often by the experts who participated in the survey. The results proved to be important for the construction of knowledge not only for the academic community, but also for project management professionals. It was noticed that the earlier the CFF are identified, the greater will be the chances of being treated, either by eliminating or mitigating their impacts, in order to obtain a success rate able to meet the highest priority needs defined by the actors involved

The main focus of this thesis is to form a strategy of development of a small LLC company called ABC. The strategic analysis included in this thesis shows the company’s position on the market and its main advantages. The thesis provides a complex strategy of further development according to the corporate vision and the strategic objectives of ABC including the aspects of functional strategies and a detailed schedule of its implementation.

Bedingt durch oftmals schnelle und fortschreitende Änderungen im wirtschaftlichen Umfeld stehen Unternehmen vor zahlreichen externen sowie internen Anforderungen und Herausforderungen, was wiederum eine effektive Steuerung und Koordination der innerbetrieblichen aber auch der überbetrieblichen Geschäftsprozesse und -abläufe erfordert. Um diesen Herausforderungen zu begegnen, ist der Einsatz von adäquaten Anwendungssystemen zwingend. Speziell die Nutzung von Enterprise Resource Planning-(ERP-)Systemen, die als standardisierte Systeme die gesamten unternehmerischen Aktivitäten und Geschäftsprozesse unterstützen können, ist zu einem wichtigen Bestandteil der Unternehmen geworden. Ein richtig ausgewähltes und implementiertes ERP-System bietet zahlreiche Vorteile sowohl für Großunternehmen aber auch für klein- und mittelständische Unternehmen (KMU). Die Implementierung eines ERP-Systems stellt jedoch ein komplexes und zeitintensives Projekt dar, welches den Unternehmen große Möglichkeiten eröffnet, diese aber gleichzeitig mit enormen Risiken konfrontiert. Dabei realisieren immer mehr KMU die möglichen Vorteile dieser Systeme, woraus eine konstante Nachfrage nach ERP-Systemen für kleine und mittlere Unternehmen resultiert. Um jedoch von den Vorteilen zu profitieren anstatt von den Risiken „verschlungen“ zu werden, ist es zwingend erforderlich, sich genau auf die Faktoren zu fokussieren, die zur einer erfolgreichen Einführung eines ERP-Systems beitragen. An diesem Punkt knüpft die vorliegende Dissertation mit einem ersten Forschungsschwerpunkt an. Dieser Schwerpunkt befasst sich mit kritischen Erfolgsfaktoren im Zusammenhang mit der ERP-System-Einführung und der ERP-System-Nutzung in klein- und mittelständischen Unternehmen. Ziel dieses ersten Schwerpunktes ist es, einen Einblick in die Erfolgsfaktoren bei ERP-System-Implementierung in KMU zu geben und die Unterschiede zu den Faktoren bei ERP-Projekten in Großunternehmen aufzuzeigen. Als konkretes Ergebnis dieses Forschungsstrangs wird dabei ein Vorgehensmodell für ERP-Einführungen in KMU entwickelt, welches auf Basis der Erfolgsfaktoren von ERP-Projekten aus bestehenden Modellen abgeleitet und an die Bedürfnisse und Anforderungen der KMU angepasst wird. Hierbei werden die Erfolgsfaktoren direkt in das Modell mit einbezogen. Des Weiteren resultiert ein zweiter Schwerpunkt dieser Dissertation erneut aus der hohen und konstanten Nachfrage nach ERP-Systemen, welche zu einem sehr stark fragmentierten ERP-Markt vor allem im Bereich der KMU geführt hat mit einer Vielzahl von Herstellern und Systemen. Hier erschwert es diese hohe Marktfragmentierung den Anwenderunternehmen nicht nur, die „richtige“ Software zu finden, sondern auch für das von ihnen ausgewählte System entsprechende Fachkräfte an sich zu binden. Daraus ergibt sich unter anderem auch die Notwendigkeit für Hochschulen, ihren Studierenden und späteren Absolventen dieses geforderte und benötigte Fachwissen, insbesondere in informationssystembezogenen Studiengängen zu vermitteln. Jedoch gibt es dafür keinen standardisierten Ansatz. Die Systemwahl und die Anzahl der Systeme sowie der Aufbau und die Anzahl der ERP-Kurse divergieren von Hochschule zu Hochschule, wobei in diesem Punkt eine Dominanz großer ERP-System Hersteller zu verzeichnen ist. Allerdings ist eine diversifiziertere Einbindung von ERP-Systemen vor allem aus dem Bereich der KMU sinnvoll. An diesem Punkt stehen die Hochschulen und die Lehrenden vor der Herausforderung, wie viele Systeme in die Curricula integriert werden sollten und auf welche Art und Weise und in welchem Umfang diese Systeme vermittelt werden sollten. Daher werden im Rahmen dieses zweiten Schwerpunktes Möglichkeiten und Kursmodelle beschrieben, durch die eine praktische Vermittlung einzelner oder auch mehrerer ERP-Systeme ermöglicht und unterstützt wird. Ziel dabei ist es, einen Beispielcurriculum zu entwickeln, in dem über verschiedene Kurse hinweg, Kenntnisse zu ERP-Systemen vermittelt werden. Die Kurse dieses Curriculums werden dabei auf Basis der Literatur und der Anforderungen von Unternehmen an spätere Absolventen (vor allem resultierend aus den Erfolgsfaktoren des ersten Forschungsstrangs) entwickelt. Des Weiteren werden diese Kurse und die darin eingesetzten Systeme mit den Ergebnissen einer Umfrage an Universitäten und Fachhochschulen zum ERP-System-Einsatz in der Lehre verglichen und auf Basis dieser Ergebnisse angepasst und modifiziert. Als konkrete Resultate dieses Forschungsstrangs werden mit dem zu entwickelnden Beispielcurriculum Handlungsempfehlungen gegeben, mit denen Hochschulen sowohl Kenntnisse zu ERP-Systemen für Großunternehmen als auch zu Systemen für KMU vermitteln können. Dabei steht auch die praktische Kenntnisvermittlung von kleineren Systemen im Fokus, um den Studierenden einen weiteren Blick auf die Verschiedenartigkeit von ERP-Systemen zu bieten.

Offentliga företag har fått ett större intresse av att införa Business Intelligence-lösningar. Graden av framgång varierar mellan olika typer av industrier på grund av komplexa processer som är relaterade till höga kostnader. Syftet med studien var att identifiera de kritiska framgångsfaktorerna för att framgångsrikt införa en BI-lösning ur ett CFO-perspektiv. BI har en bred kategori av olika applikationer och teknologier som används för att samla in, lagra och analysera data för att sedan extrahera den. Denna data görs sedan tillgänglig för anställda i företaget för att hjälpa beslutsfattare att skapa professionella och informerade affärsbeslut. Studien genomfördes med hjälp av en kvalitativ innehållsanalys tillsammans med semi-strukturerade intervjuer. Intervjuer genomfördes med sju olika CFO:er för att få sina perspektiv angående vilka som är de kritiska framgångsfaktorer för att införa en BI-lösning. Innehållsanalysen genererade nio kategorier med flera underkategorier. Varje kategori och underkategori identifierar CSF ur ett CFO-perspektiv. De kategorier som identifierades var: Företagsledare med genomtänkta arbetslag, hållbar datakvalitet, slutanvändaren i fokus, extern hjälp bidrar med ett bredare perspektiv och kapacitet, mål och visioner, stöd från ledningen, iterativt tillvägagångssätt, affärsdriven expansion och agila tekniska ramar, och att ha rätt förutsättningar under hela implementeringen. Både studielitteraturen, CFO:erna och CFO:ernas rankning av CSF drar slutsatsen att alla framgångsfaktorer verkligen behövs för en framgångsrik BI-lösning. Alla CSF prioriteras däremot olika inom alla tre datakällor som fanns tillgängliga för studien. / Public companies have gotten a bigger interest in implementing Business Intelligence solutions. The level of success rate varies between various types of industries because of complex processes that are related to high costs. The aim of the study was to identify the critical success factors for implementing a BI-solution successfully from a Chief Financial Officers perspective. BI has a broad category of various applications and technologies that are used to collect, store and analyze data and then extract it and make the data available to employees in the company in order to help decision makers to create professional and informed business decisions. The study was conducted using a qualitative content analysis and semi-structured interviews making use of seven different CFO’s to follow up on their perspective on organizational critical successfactors for implementing a BI-solution. The content analysis generated nine categories with several sub-categories. Each category and sub-category defining CSF from a CFO’s point of view. The categories identified were: Business leaders with well-thought-out work teams, sustainable data quality, the end user in focus, external help contributes witha broader perspective and capacity, goals and visions, management support, iterative approach, business-driven expansion and agile technical framework, and having the right conditions through out the implementation. Both the study literature, respondents and the respondents’ ranking of the CSF conclude that all success factors are indeed CSF needed for a successful BI-implementation. However, the CSF were prioritized differently within all three data sources of material that were available for the study.

This study aimed to investigate the critical success factors for the community management of rural water supplies in the Ohangwena Region, Namibia. Rural communities in Namibia receive water through the Community Based Management (CBM) strategy, which necessitates water governance decentralisation, thereby enabling local communities to participate fully in the management of their water resources. In pursuance of this policy and philosophy, a large number of water point committees have been created nationally to manage the water system in rural areas. However, it is reported that at least half of the existing water points in rural areas in Namibia are faulty and dysfunctional, and the majority of people are still struggling to access clean water. Rural communities in the Ohangwena region have over the years experienced water scarcity, compelling them to drink unsuitable and salty water for survival. The main objective of the study was to examine the critical success factors for the community management of rural water supplies in the Ohangwena Region of the country. More specifically, the study endeavoured to examine key considerations having a positive impact on the success of the management of the rural water supply in Namibia, using the Ohangwena Region as a local case study. Both qualitative and quantitative methods were used in the study. The research methods included a mini-survey, document analysis and interviews. Purposive sampling was used to select the participants. All these approaches were applied to investigate the critical success factors for the community management of rural water supply. The findings from the study affirmed that polycentric principles govern the provision of Namibian rural water supply. Governance issues, leadership attributes of the committee members, training and capacity building, level of community involvement, coordination and support were identified as critical success factors for effective management of rural water supplies. Among factors identified as hampering effective management of the rural water points were a lack of implementation of specific regulations and stipulations of the National Water Policy of 2008 and Water Resource Management Act 11 of 2013 (although the Act was formulated, it still remains to be implemented), lack of skills among the water point committees, lack of financial and human resources and a lack of an oversight role by the government. The study recommended the enforcement of water management policies, harmonisation of laws and regulations as well as the provision of economic incentives to the water committees to ensure sustainable and efficient supply of water to communities. Finally, a rural water management model was developed, which is anticipated to contribute towards improved management of rural water provision in the study area. / Public Administration and Management / D.P.A.

Affärssystem har blivit ett betydelsefullt verktyg för verksamheter som vill upprätthålla konkurrenskraft på marknaden. Affärssystem som stöd gör det möjligt att digitalisera och automatisera affärsprocesser, vilket ger utrymme att fokusera på mer ändamålsenliga processer och skapa tillväxt. Trots betydande investering i form av tid och pengar, är det ett utbrett problem att affärssystemet inte genererar de långsiktiga affärsnyttorna som förväntas. En vanlig missuppfattning är att affärssystemsprojektet är avslutat efter implementationen är slutförd. I själva verket är det är först när affärssystemet används i sin rätta miljö som dess brister går att identifiera, vilket gör förvaltningsarbetet mycket viktigt för att motverka lägre matchningsgrad mellan affärssystem och affärsprocesser. Syftet med denna kandidatuppsats i informatik är att identifiera, beskriva och förklara kritiska framgångsfaktorer under post-implementeringsfasen i ett affärssystemsprojekt för att uppnå långsiktiga affärsnyttor genom användandet av ett affärssystem ur ett kund–systemimplementatörsperspektiv i en mellanprojektsrelation. I denna studie har fallstudiemetoden tillämpats och en litteraturstudie genomförts. Baserat på litteraturstudien har en analysmodell utformats. Semistrukturerade intervjuer har genomförts för att samla in primära empiriska data. Vissa semistrukturerade intervjuer har varit personliga och vissa utförts via Teams. Fyra intervjuer med projektmedlemmar har genomförts, tre med företrädare från fallföretaget Two och en med företrädare från kundföretaget Grandpa. Studiens viktigaste slutsatser är; att systemimplementatörens projektgrupp har kompetensbredd, särskilt i form av teknisk kunskap och verksamhetskunskap. Att kommunikationen inom dyaden är ändamålsenlig, vilket är viktigt för att skapa förståelsemellan varandra. Dessutom är det viktigt att kundens projektgrupp arbetar med de interna affärsprocesserna: dels för att förbättra de processer som inte fungerar, dels för att uppnå en högre förståelse för vilka behov som finns och dels för att optimera passformen till affärssystemet. Slutligen är det viktigt att det finns utbildade superanvändare som stöttar och sprider kunskap till användarna av affärssystemet. Kunskapsbidraget från denna studie är två indikatorer som adderats i den modifierade analysmodellen, vilka är Grad av stöd från superanvändare och Ökad kontroll.

Förändringar förändras och för att organisationer ska bevara sin konkurrenskraft kommer de att ställas inför tekniska utmaningar med en högre grad av komplexitet.  Informationssystem införs i verksamheter för att bistå med stöd till kommunikation mellan människor. En utmaning med införande av informationssystem är att de ofta anses misslyckade i något avseende, som att de inte uppnår förväntad affärsnytta. För att lyckas uppnå den förväntade affärsnyttan efter en införandeprocess är det viktigt att även behandla de socio- tekniska aspekterna. Det avser de individuella användarnas perspektiv av det nya systemet som ska införas och som i deras ögon ska uppfattas som stödjande. Detta för att de ska kunna acceptera det nya systemet och den förändring det medför, samt kunna använda det med goda intentioner på ett framgångsrikt sätt. En framgångsrik användning av informationssystemet kan resultera i att deras arbetsprocesser utförs mer säkert, ändamålsenligt samt produktivt. Som blir bidragande till att realisera affärsnyttorna inom organisationen.  Syftet med denna kandidatuppsats i informatik är att identifiera och beskriva de förhållanden i ett internationellt kredithanteringsföretag som uppfattas vara mest kritiska för framgångsrik användning av informationssystem efter en införandeprocess, ur ett individuellt användarperspektiv.  En kvalitativ forskningsmetodik har använts där en analys av publicerade studier har utförts och framställts i en analysmodell. Fallstudiemetoden har tillämpats för insamling av primära empiriska data, genom semistrukturerade intervjuer samt en deltagande observation. Fem personer har intervjuats som arbetar på fallföretaget, Intrum AB, om deras uppfattningar och inställning till användning efter införande av ett ersättande informationssystem.  Denna jämförande studie framhåller att de fyra viktigaste slutsatserna för en framgångsrik användning av informationssystem, ur ett individuellt användarperspektiv, är att: Systemutveckling föregår Verksamhetsutveckling, Förändringsledning påverkar primärt Användaracceptans, Användbarhet och Användaracceptans har en förstärkande effekt på varandra. Detta kan leda till Förhållanden där informationssystemet kan användas på ett framgångsrikt sätt, inte minst proaktivt, i företagets arbetsprocesser.

[pt] A pandemia da COVID-19 se espalhou rapidamente pelo mundo. No Brasil, várias organizações, como a Cruz Vermelha Brasileira (CVB), atuaram em diversas ações contra a disseminação do vírus e de apoio às populações mais vulneráveis. Em resposta às emergências de saúde pública, os suprimentos de socorro imediatos são essenciais para reduzir danos. Para assegurar a distribuição dos donativos aos beneficiários no tempo certo, é fundamental uma gestão adequada da cadeia de suprimentos (CS). Esta dissertação tem como objetivo principal a revisão dos processos da CVB, à luz da literatura, visando promover condições reais de transformação nos referidos processos, com vistas à melhoria do desempenho organizacional e da eficiência e eficácia na distribuição dos itens de alívio. Baseando-se em uma Revisão de Escopo da literatura, identificar o estado da arte sobre os Fatores Críticos de Sucesso da Logística Humanitária em situações de crise epidemiológicas, como a COVID-19, e as melhores práticas para alcançá-los. Neste trabalho, é conduzido um Estudo de Caso sobre a cadeia logística da CVB em que, através de entrevistas com especialistas e análise documental de publicações oficiais, foi diagramado o fluxograma dos macroprocessos atuais (captação e recebimento de doações, distribuição das doações, recebimento nas filiais, distribuição de última milha). Em seguida, à luz da literatura, identificou-se 10 oportunidades de melhoria, resultando na revisão de seus processos, reformulando e validando os macroprocessos logísticos da CVB, onde foi possível concluir que as melhorias propostas são viáveis e apresentam um potencial significativo de impacto positivo nas atividades humanitárias da organização. / [en] The COVID-19 pandemic has rapidly spread throughout the world. In Brazil, various organizations, such as the Brazilian Red Cross (CVB), have engaged in several actions against the spread of the virus and in support of the most vulnerable populations. In response to public health emergencies, immediate relief supplies are essential to reduce harm. To ensure the timely distribution of donations to beneficiaries, proper supply chain management (SCM) is fundamental. This dissertation aims to review CVB s processes in light of the literature, in order to promote real conditions for transformation in these processes, with a view to improving organizational performance and effectiveness in distributing relief items. Based on a Scoping Review of the literature, the state of the art on Critical Success Factors of Humanitarian Logistics in epidemiological crisis situations, such as COVID-19, and the best practices to achieve them were identified. In this work, a Case Study was conducted on CVB s logistics chain, in which, through interviews with experts and documentary analysis of official publications, the flowchart of current macro-processes (donation capture and receipt, donation distribution, branch receipt, last-mile distribution) was diagrammed. Next, in light of the literature, 10 opportunities for improvement were identified, resulting in the revision of its processes, reformulating and validating CVB s logistics macro-processes, where it was possible to conclude that the proposed improvements are feasible and present significant potential for positive impact on the organization s humanitarian activities.

Study of the critical factors for TQM implementation throughout the years, and longitudinal analysis of secondary quality winners of prestigious awards such as the Malcolm Baldrige National Quality Award (MBNQA), is important. The longitudinal analysis in this research will enable verification that there are generic critical factors (CFs) for TQM implementation and generic critical areas of measurement (CAM) that if implemented fully and successfully will deliver excellence. Also, it will enable verification that these generic CFs help to ensure sustainable performance and this could help in answering how excellent organisations sustain their performance constantly. By studying what excellent organisations measure and what they place emphasis on throughout the year, the study will document measurements that have been used to sustain excellence and will consider empirically how these have led to tangible results over a period of twenty years; the study will examine MBNQA winners from 1988 until 2008. Finally, an excellence maturity assessment tool ¿assessment software¿ was developed as result of examining winning case studies over a long period of time, lists of critical factors of implementation (CFI) and critical areas of measurement (CAM) were extracted and used accompanied by the EFQM Excellence Model, and Zairi¿s two model ¿Index of Excellence¿ and ¿Ladder of Excellence¿. This formed the basis of the assessment tool developed; companies through this will be able to understand their level of excellence implementation and their position compared to world class organisations. / Government of Saudi Arabia represented by the Ministry of Higher Education