This master thesis is focused on performance evaluation of company AGRI CS a.s., namely the evaluation of financial and business performance using benchmarking. The theoretical part deals with some approaches and methods suitable for the company performance evaluation with an emphasis on benchmarking. The main part however is in-depth case study on business performances of selected company. The core part is financial performance benchmarking based on public data from financial annual accounts. For this purpose I use database Amadeus. I analyzed most of the performance indicators for an average of industry branch as well as for 14 most intense competitors. Final remarks of the thesis discuss the main findings and conclusions of the whole performance analysis. On top of that I present possible recommendations for the selected company in order to enhance or even eliminate identified weaknesses.

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>

The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.

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.

<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

Tyrimo objektas – veiklos vertinimas taikant kokybės vadybos metodus. Darbo tikslas – įvertinti BĮ „Jonavos rajono savivaldybės kūno kultūros ir sporto centras“ vykdomą veiklą bei jos gerinimo galimybes taikant kokybės vadybos metodus. Darbo uždaviniai: 1. Išanalizuoti EFQM verslo tobulumo ir Malcolmo Baldrige‘o modelius. 2. Atskleisti EFQM tobulumo ir Malcolmo Baldrige‘o modelių pritaikomumo galimybes organizacijoje. 3. Įvertinti BĮ „Jonavos rajono savivaldybės kūno kultūros ir sporto centras“ organizacijos veiklą panaudojant kokybės vadybos metodus. Išvados: 1. Išanalizavus EFQM ir Malcolmo Baldrige‘o modelius, remiantis skirtingų autorių vertinimu, galim teigti, kad tai yra modeliai, kuriuose geriausiai praktiškai pritaikyti visuotinės kokybės vadybos principai. Organizacijos, naudodamos šiuo modelius gali įvertinti savo veiklą ir nustatyti gerinimo galimybes. Šie modeliai gali būti traktuojami kaip visuotinės kokybės vadybos principų pritaikymo instrukcija, todėl labai svarbu gerai juos žinoti ir sugebėti pritaikyti kasdieninėje įmonės veikloje. 2. Palyginus EFQM ir Malcolmo Baldrige‘o modelius gauti rezultatai parodė, kad išsamesniam organizacijos veiklos vertinimui tikslingiau naudoti EFQM tobulumo modelį. 3. Atlikus tyrimą BĮ „Jonavos rajono savivaldybės kūno kultūros ir sporto centras“ organizacijoje ir joje pritaikius pasirinktą EFQM tobulumo modelį paaiškėjo, kad organizacija vykdo savo veiklą efektyviai, o gerėjantys rezultatai parodo, kad organizacijos veiklos... [toliau žr. visą tekstą] / Key words: total quality management, models of quality management, the EFQM Excellence Model, Malcolm Baldrige'o National Quality Award. Study object – activity assessment using quality management techniques. Aim of the study: to assess the budgetary institutions “Jonava district physical education and sports center” activities and possibilities of its improvement using quality management techniques. Objectives: 1. To analyze the EFQM business excellence and Malcolm Baldrige'o models. 2. To expose the EFQM excellence and Malcolm Baldrige'o models applicability opportunities in the organization. 3. To rate the budgetary institutions “Jonava district physical education and sports center” organizations in the use of quality management techniques. Conclusions: 1. The analysis of the EFQM and Malcolm Baldrige'o models based on the evaluation of different authors, we can say that this is the model for the best practical application of total quality management principles. Using these models organizations can assess their performance and identify improvement opportunities. These models can be seen as a total quality management principles application instruction, so it's important for them to know and be able to adapt the company's daily activities. 2. Compared EFQM and Malcolm Baldrige'o models, results showed that a more comprehensive assessment of the organization's more appropriate to use the EFQM Excellence Model. 3. The study budgetary institutions “Jonava district physical... [to full text]

Submitted by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-23T17:09:54Z No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-23T17:10:56Z (GMT) No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-23T17:11:31Z (GMT) No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) / Made available in DSpace on 2012-05-23T17:11:41Z (GMT). No. of bitstreams: 1 Dissertação de Luiz Otavio - FGV Professor Luiz Cesar.pdf: 4539286 bytes, checksum: daa86fad61b61e4eac9537f8b588d364 (MD5) Previous issue date: 2010 / O objetivo deste trabalho é analisar a contribuição dos conteúdos programáticos dos cursos de Administração para a implementação da cultura da excelência em empresas vencedoras do prêmio Qualidade RS. Este prêmio reconhece as organizações que mais se destacam na busca pela melhoria contínua do seu sistema de gestão, com base no Modelo de Excelência da Gestão (MEG). O que se propõe é a construção de um projeto político-pedagógico que esteja baseado no MEG, visando à formação de um profissional qualificado para empresas 'classe mundial'. Para tanto, foram elaborados questionários, com base nos critérios e itens do MEG, para empresários e coordenadores de cursos. Foram obtidos resultados que levaram a uma nova proposta de pontuação para o método de avaliação do modelo, alterando-se os pesos relativos dos critérios. Por fim, foi proposto um novo modelo de currículo para os cursos de graduação em Administração, que permita que o aluno desenvolva a capacidade de compreensão da cultura da excelência, fundamental para o alcance da Classe Mundial nas organizações. / This paper aims at analyzing the contribution of the syllabus of undergraduate courses in Business Administration to implement a culture of excellence in Quality Award winning companies of the RS. This award is given to organizations that stand out in the quest for continual improvement of its management system, according to criteria established by the Management Excellence Model (MEM). The present study proposes the building of a political-pedagogical project that is based on the MEM, aiming at forming professionals qualified to work in 'world class' companies. To this end, questionnaires based on the criteria and items of the MEM were developed and applied to businessmen and course coordinators. Results were obtained that allowed the proposition of a new scoring for the model’s evaluation method by altering the relative weights of the criterion. Finally, a new curriculum model to undergraduate programs in Business Administration was proposed which permits the students to develop the ability to understand the culture of excellence, key to the achievement of World Class in organizations. Key

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.

This master thesis is concerned with financial and business performance evaluation of the company RENATEX CZ a.s. Theoretical part deals with strategic analysis, company performance measuring methods, and financial analysis indicators. The practical part first evaluates RENATEX’s business environment and then, it provides a comparison of the company with selected competitors. While still using benchmarking methods, next phase of the thesis compares operational and financial indicators, services and products in offer, their quality, and implemented business strategies. Finally, the thesis suggests various measures to improve financial and business performance of the company.