Este trabalho tem como objetivo principal a avaliação de qualidade dos serviços aeroportuários considerando a perspectiva das Companhias Aéreas. Para tanto, o trabalho visa: (i) propor um modelo baseado em atributos de qualidade para os serviços prestados pelos gestores dos aeroportos às Companhias Aéreas; (ii) realizar a implementação desse Modelo para a avaliação da qualidade de ditos serviços; e (iii) avaliar a qualidade dos serviços oferecidos tanto para passageiros quanto para Companhias Aéreas. Assim, dois Modelos são propostos e aplicados, o primeiro com foco em Companhias Aéreas e o segundo que integra as perspectivas delas e dos passageiros, com relação aos serviços comuns. A construção dos Modelos foi baseada na revisão da literatura e no conhecimento de especialistas dos setores de aeroportos e serviços. A implementação dos modelos foi realizada em dois Aeroportos da América do Sul, um no Brasil e outro na Colômbia, abrangendo os pontos de vista dos atores: Gestores de Aeroporto, Companhias Aéreas e passageiros. Assim, foi possível analisar os aspectos que esses atores valorizam, sua percepção sobre a qualidade e, ainda, proceder a uma análise de gaps. A inclusão do ponto de vista das Companhias Aéreas na avaliação da qualidade dos aeroportos representa uma contribuição à literatura, devido à pouca quantidade de trabalhos sobre o assunto e a importância dos aeroportos atenderem esses clientes. Na prática, os modelos apresentados podem ser usados pelos gestores dos aeroportos como ferramentas para a avaliação de seus serviços, análise do conflito de interesses, integração das perspectivas de passageiros e Companhias Aéreas, e identificação de oportunidades de melhoria. / This paper aims to evaluate the quality of airport services considering the Airlines perspective. Thus, this paper intends to: (i) propose a Quality Attributes-based model for services provided by the Airport operator to airlines; (ii) implement a model for the quality evaluation of those services; and (iii) evaluate the quality of the services provided to passengers and airlines. Two models were proposed and implemented, the first had a focus on airlines and the second integrated the perspectives of airlines and passengers in respect of common services. The models were built based in the literature review and the knowledge of airport and services experts. The implementation of these models was done in two South America airports, one in Brazil and other in Colombia, comprising the point of view of airport managers, airlines and passengers. Consequently, it was possible to analyze the items they value, their perception about quality attributes and also to conduct a Gaps analysis. The inclusion of airline’s point of view in the airport quality assessment represents a contribution to the literature, due to the small amount of papers on the subject and the relevance of these clients. In practice, the proposed models can be used by airport managers for assessing their services, analyzing the conflict interests and the integration between the passengers and airlines perspectives; and identifying opportunities for improvement.

Este trabalho tem como objetivo principal a avaliação de qualidade dos serviços aeroportuários considerando a perspectiva das Companhias Aéreas. Para tanto, o trabalho visa: (i) propor um modelo baseado em atributos de qualidade para os serviços prestados pelos gestores dos aeroportos às Companhias Aéreas; (ii) realizar a implementação desse Modelo para a avaliação da qualidade de ditos serviços; e (iii) avaliar a qualidade dos serviços oferecidos tanto para passageiros quanto para Companhias Aéreas. Assim, dois Modelos são propostos e aplicados, o primeiro com foco em Companhias Aéreas e o segundo que integra as perspectivas delas e dos passageiros, com relação aos serviços comuns. A construção dos Modelos foi baseada na revisão da literatura e no conhecimento de especialistas dos setores de aeroportos e serviços. A implementação dos modelos foi realizada em dois Aeroportos da América do Sul, um no Brasil e outro na Colômbia, abrangendo os pontos de vista dos atores: Gestores de Aeroporto, Companhias Aéreas e passageiros. Assim, foi possível analisar os aspectos que esses atores valorizam, sua percepção sobre a qualidade e, ainda, proceder a uma análise de gaps. A inclusão do ponto de vista das Companhias Aéreas na avaliação da qualidade dos aeroportos representa uma contribuição à literatura, devido à pouca quantidade de trabalhos sobre o assunto e a importância dos aeroportos atenderem esses clientes. Na prática, os modelos apresentados podem ser usados pelos gestores dos aeroportos como ferramentas para a avaliação de seus serviços, análise do conflito de interesses, integração das perspectivas de passageiros e Companhias Aéreas, e identificação de oportunidades de melhoria. / This paper aims to evaluate the quality of airport services considering the Airlines perspective. Thus, this paper intends to: (i) propose a Quality Attributes-based model for services provided by the Airport operator to airlines; (ii) implement a model for the quality evaluation of those services; and (iii) evaluate the quality of the services provided to passengers and airlines. Two models were proposed and implemented, the first had a focus on airlines and the second integrated the perspectives of airlines and passengers in respect of common services. The models were built based in the literature review and the knowledge of airport and services experts. The implementation of these models was done in two South America airports, one in Brazil and other in Colombia, comprising the point of view of airport managers, airlines and passengers. Consequently, it was possible to analyze the items they value, their perception about quality attributes and also to conduct a Gaps analysis. The inclusion of airline’s point of view in the airport quality assessment represents a contribution to the literature, due to the small amount of papers on the subject and the relevance of these clients. In practice, the proposed models can be used by airport managers for assessing their services, analyzing the conflict interests and the integration between the passengers and airlines perspectives; and identifying opportunities for improvement.

O presente trabalho tem como objetivo principal o desenvolvimento de estruturas que contribuam para avaliação do alinhamento entre percepções de qualidade e planejamento de investimentos que impactem na melhoria da qualidade dos serviços aeroportuários prestados aos passageiros. Para tanto, o trabalho se propõe: (i) realizar o levantamento na literatura dos atributos de qualidade que afetam aos passageiros nos terminais; (ii) criar uma estrutura para avaliação de qualidade em serviços aeroportuários; (iii) hierarquizar atributos de qualidade; (iv) avaliar a qualidade percebida de atributos de qualidade; (v) analisar de gaps de importância atribuída e qualidade percebida, nas percepções de passageiros e gestores; (vi) verificar as relações entre investimentos e atributos de qualidade; e (vii) avaliar o impacto dos investimentos na qualidade percebida por passageiros. Entre as principais contribuições desta dissertação, está a proposição de três estruturas: (i) estrutura para avaliação da qualidade em serviços aeroportuários; (ii) estrutura para análise de gaps de qualidade em serviços aeroportuários; e (iii) uma estrutura para avaliação do impacto dos investimentos na qualidade percebida por passageiros. Utilizando o método proposto, os gestores dos aeroportos podem realizar diagnósticos, verificar oportunidades de melhoria e priorizar a alocação de recursos em planos de investimentos futuros. Além disso, as estruturas propostas nos capítulos deste trabalho podem auxiliar os profissionais aeroportuários a direcionar esforços e políticas estratégicas para atributos importantes e com baixa qualidade percebida pelos passageiros. As características diferenciadoras e específicas dos serviços aeroportuários são consideradas nas pesquisas desenvolvidas, uma vez que foram validadas por especialistas do setor. / This study's main objective is to develop frameworks for contribute to assess the alignment between quality perceptions and investment planning, that impact on improving airport services quality, provided to passengers. Thus, this study proposes: (i) a literature survey of quality attributes that affect passengers in the terminals; (ii) to create a framework for quality assessment in airport services; (iii) prioritize quality attributes; (iv) evaluate quality perceived of quality attributes; (v) analyze gaps of prioritization and perceived quality, on the perceptions of passengers and managers; (vi) verify the relationship between investments and quality attributes; and (vii) evaluate the impact of investments in the quality perceived by passengers. Among the main contributions of this study is the proposition of three frameworks: (i) framework for the evaluation of quality attributes in airport services; (ii) quality gaps framework in airport services; and (iii) framework for evaluate the impact of investments in the quality perceived by passengers. Using the proposed method, airport managers can perform diagnostics, check opportunities for improvement and prioritize the allocation of future investment plans resources. In addition, the proposed frameworks in the chapters of this work can contribute to a structured model for analyse the alignment between perceived quality assessment and planning of airport investiments. This model can help airport managers to direct efforts and strategic policies for important attributes and low quality perceived by passengers. The distinguishing and specific characteristics of the airport services are considered in the research developed, since had been validated by sector experts.

The purpose of the study and following thesis is to investigate how employees in a R&D department perceive the product development process. Review of present process documentation aims at identifying potential discrepancies between the process as it is designed and the way it´s used. The company is operating in a regulatory environment and have recently merged with another company. The company is aligning different processes and work teams. The result indicates that the organization will benefit from working with processes with an inclusive approach, i.e. involve employees working in the process. The process studied is a global process i.e. the process is used at multiple sites. This presents challenges for local adaptations. By actively involving employees a common understanding of the challenges can be achieved which will increase engagement and commitment. The organization will also benefit by looking at the organization from a process perspective. Aligning process goals with departmental goals can be achieved by developing processand department strategies based on overall organizational objectives and the organizational context. The underlying principles for the study are the foundations of TQM. Relevant tools, such as the improvement wheel (PDCA) and GAP-analysis, that can be used for business improvements are presented.

Enterprise resource planning (ERP) system which first emerged in the early 90’s, have become so popular today that almost every large business corporation uses one. Recent years have seen increased spending on this software application package, but sadly not all organizations which invest in ERP systems have gotten back their money’s worth. There have been many instances of unsuccessful ERP implementation attempts and in some cases total failure. Researchers and scholars have long since studied these systems in a bid to provide explanations for the complexity and failure of implementation attempts. This has led to the establishment of critical success factors (CSF), which slightly vary with different authors but have some strong common points. Prominent among these CSF’s is alignment between business processes and ERP built-in processes. This project therefore focuses on alignment issues that arise between the software package and the organization’s business processes during ERP implementation efforts. The main purpose of the work is to establish a set of ‘best practices’ that must be considered or executed in order to secure a good alignment between the system and software package. In order to achieve the main goal of this work, a case study approach has been used. The case in question is a small manufacturing firm in Vetlanda called T-Emballage, which uses an ERP system Jeeves. Mainly using scientific research techniques which comprise a deductive approach and a mixed mode data collection method, some valuable conclusions are drawn from the analysed data. The critical points that are worth considering during ERP implementation, when trying to achieve alignment, arrived at in this study include: carrying out a proper gap analysis, top management leading and following up, choosing software according to needs, simplicity, flexibility, communication and liability of data. This project further investigates the advantages and disadvantages of adapting or altering the software package to fit the organization’s business processes and vice versa. Finally, the work also tries to assess the alignment maturity level that has been attained in the organization by applying the Luftman’s alignment maturity model.

This thesis analyses current state of the system for implementation of standard ISO 27701: 2019 extention. This standard extends already established standard ISO 27001. The thesis evaluates set of controls to the requirements of standard ISO 27701: 2019. Theoretical part contains information regarding the information security, describes a set of ISO 27000 standards as well as European and Czech legal acts related to information security. Following analysis of the company is performed with the application of security measures while implementing the extension standard ISO 27701. Contribution of this thesis is evaluation of the analysis which results from implementation of recommended standard to address the increased number of security threats and the protection of security information.

Social Responsibility(SR)is gathering accumulative attentionrecently.It has become a key criterion of business campaign among companies.This thesis studiesthe current SR performancein two branch companies inAtlas Copco (China), Atlas Copco (Nanjing) Construction and Mining Equipment Ltd. andWuxi Pneumatech Air/Gas Purity Equipment Ltd.Interviews were made separately with company staff, including employees from management level and staff from workshop. ISO 26000 was adoptedas aguiding standard when conducting SR investigation and following analysing work.Core subjects of ‘Labour Practices’, ‘the Environment’ and ‘Community involvement and development’ in ISO 26000 were thethreeresearching aspects in the work. For each detailed actions and expectations in the subject, particular comments and acorresponding rating score aregiven according to its status quo. These rating scoresare utilized in the gap analysing process to illustrate the differences between the current SR situation and theexpectations illustrated in ISO 26000.Moreover, the disparity between twoselected companies is alsodefined by illustrating theirfinal scores on each issueina radar chart.As a result from the assessment,bothcompanies have a far way to go to entirely accomplish ISO 26000’s requirements. For the core subject which is strong at, their current measures need to be kept and finely turned; for the weak core subjects, more attentions should be attracted and concrete actions should be conducted. Social Responsibility(SR)is gathering accumulative attentionrecently.It has become a key criterion of business campaign among companies.This thesis studiesthe current SR performancein two branch companies inAtlas Copco (China), Atlas Copco (Nanjing) Construction and Mining Equipment Ltd. andWuxi Pneumatech Air/Gas Purity Equipment Ltd.Interviews were made separately with company staff, including employees from management level and staff from workshop. ISO 26000 was adoptedas aguiding standard when conducting SR investigation and following analysing work.Core subjects of ‘Labour Practices’, ‘the Environment’ and ‘Community involvement and development’ in ISO 26000 were thethreeresearching aspects in the work. For each detailed actions and expectations in the subject, particular comments and acorresponding rating score aregiven according to its status quo. These rating scoresare utilized in the gap analysing process to illustrate the differences between the current SR situation and theexpectations illustrated in ISO 26000.Moreover, the disparity between twoselected companies is alsodefined by illustrating theirfinal scores on each issueina radar chart.As a result from the assessment,bothcompanies have a far way to go to entirely accomplish ISO 26000’s requirements. For the core subject which is strong at, their current measures need to be kept and finely turned; for the weak core subjects, more attentions should be attracted and concrete actions should be conducted.

Despite the growing emphasis on collaboration in public health, there remains a dearth of literature providing tools for the evaluation of coalitions and councils. This study employed social network gap analysis as an evaluation tool. Survey data collected from the Southeastern Health Equity Council members were used to assess connections among members as a whole, by committee, by state, and by health specialty area. Analysis of how well Southeastern Health Equity Council met the representation outlined in its strategic plan was also conducted. Recommendations for improving the network and opportunities to effectively recruit and advance the work of Southeastern Health Equity Council are discussed.

Yes / Designing and implementing Performance Measurement System (PMS) is an integral part of management control systems. This paper presents an original and novel approach to designing and benchmarking of PMSs for a manufacturing environment through a hybrid framework which overcomes the shortcomings of earlier models. A detailed review was taken of previous models and their limitations were identified. The present hybrid PMS model seeks to improve the earlier research models by the following novel approach: implementation of a Knowledge Based (KB) expert system, Gauging Absences of Pre-requisite (GAP) analysis and Analytic Hierarchy Process (AHP) methodology in an integrated KBPMS. The paper has shown that the present hybrid (KB-AHP-GAP) approach to developing a KBPMS model is a realistic methodology. The combination of the KB-AHP-GAP approach allows detailed benchmarking of the PMS existing within a manufacturing organisation. Furthermore, this approach can assist in identifying and prioritising the key decisions that need to be actioned to overcome the existing PMS shortcomings.

The services sector is the largest economic sector in the world. In addition, the services sector is growing relative to the rest of the economy even in the countries that are still industrialising. The services sector consists of many subsectors, e.g. education, which currently is the largest global market after health care. Higher education has had a rapid increase in the number of students worldwide. In the Swedish educational scene Industrial Engineering and Management, a Master of Science programme, has long been one of the most applied to engineering-programmes in the country. Every year the average grade needed to be able to get accepted to the education has gotten higher. With these facts presented it can be argued that some of Sweden’s most prominent students apply to the specific education and university. When applying to Industrial Engineering and Management at KTH, these students have an expectation of what they will be attaining if attending. After experiencing the education and the university, the students will have a perception of the educational service. The university can be viewed as a service provider, where the service provided is the education, and the students at the university are the customers. Meeting or exceeding the expectations of customers is what the success of a service organisation depends on. It is therefore necessary to understand what determinates the satisfaction of the service after it is provided. If an organisation or a company does not have this understanding the service will not satisfy the customers.   The purpose of this study is to investigate and assess the existing gap, if any, between the perception and expectation of students at Industrial Engineering and Management programme at KTH. The main research questions addressed for the study thus are: What is the customer’s perception towards the quality of service provided? What is the customer’s expectation towards the quality of service provided? Does the quality of provided services meet the student’s expectation? Is there a gap between the existing perception and expectation?  The information is collected through an online survey tool sent out to five clusters of students of the education. The overall finding of the research study is that the customer’s perception towards the quality of the service provided is less than than the expectation’s of the quality of the serviced provided, which has created a negative gap between the customer’s perception and expectation. The quality of the provided services of the Industrial Engineering and Management programme at KTH does therefore not meet the student’s expectation. / Tjänstesektorn är den största ekonomiska sektorn i världen. Den växer till och med i relation till resten av ekonomin även i de länder som fortfarande industrialiseras. Tjänstesektorn består av många undersektorer, t.ex. utbildning, som för närvarande är den största globala marknaden efter hälso- och sjukvård. Högskole- och universitetsutbildning har haft en intensiv ökning i antalet studenter över hela världen. På den svenska marknaden har Industriell ekonomi på KTH länge varit en av de mest sökta och populära av alla civilingenjörsutbildningarna i landet. Varje år har utbildningens intagningspoäng blivit högre. Således kan det hävdas att en del av Sveriges mest framstående studenter söker sig till denna utbildning på just KTH. Universitet kan ses som tjänsteleverantörer, där den tjänst som tillhandahålls är utbildning, och studenterna vid universitetet är kunderna. Att uppfylla eller överträffa de förväntningar som kunderna har är vad framgången för en serviceorganisation avgörs av. Det är därför nödvändigt att förstå vad som avgör hur tjänsten upplevs. Om en organisation eller ett företag inte har denna förståelse är det svårt att tillfredsställa sina kunder via tjänsten. Syftet med denna studie är att undersöka och bedöma det befintliga gapet, om ett gap existerar, mellan perception och förväntan hos studenter vid civilingenjörsprogrammet Industriell ekonomi på KTH. De huvudsakliga frågeställningar som beaktas i studien är följande: Vad är kundens perception av kvalitén på tjänsten? Vad är kundens förväntan av kvalitén på tjänsten? Har kvalitén på de tjänster som tillhandahålls uppfyllt studentens förväntningar? Finns det ett gap mellan den nuvarande perceptionen och förväntan? Data till studien samlas in via ett online-enkätverktyg som skickas ut till fem kluster av studenter i utbildningen. Den övergripande slutsatsen av studien är att studentens perception på utbildningen som tillhandahålls är lägre än förväntningarna är, vilket har skapat ett negativt gap gällande den upplevda kvalitén på utbildningen.