Continuous improvement of various processes within a company is a necessity to remain competitive on the market. There are many different improvement methodologies to streamline work routines; however the different methodologies do not sufficiently embrace administrative processes or the employee motivation regarding changes. The purpose of this thesis has been to develop a model for streamlining administrative processes, while maintaining the employee motivation during the improvement projects implementation phases. The model has been developed theoretically through literature reviews including different improvement methodologies, such as Lean, TQM, Six Sigma, 5S, ISO 9000 and related subjects, while incorporating perspectives of the relations between quality, production and economy. Besides the aspect of continuous improvement, the methodology of Change management has permeated the model development and model outcome. The developed model for improving administrative processes should over time lead to shorten lead-times and streamlined high quality information flows. The first phases in the model have been implemented at Electrolux Laundry Systems providing the company a solid foundation for further implementation of the rest of the model. The results include several highlighted areas, which shall be further reviewed and improved to streamline the current routines at Electrolux Laundry Systems. / Kontinuerliga förbättringar av ett företags olika processer är en ständig kamp för företag som vill behålla en konkurrenskraftig position på marknaden. Det finns många olika förbättringsmetoder för att effektivisera arbetsrutiner men de olika metoderna har sällan tillräckligt fokus på administrativa processer eller anställdas motivation när det gäller förändringar. Syftet med denna uppsats har varit att utveckla en modell för att effektivisera administrativa processer, samtidigt som de anställdas motivation under förbättringsprojektens genomförande tagits i beaktande. Modellen har utvecklats teoretiskt genom litteraturstudier av olika förbättringsmetoder såsom Lean, TQM, Six Sigma, 5S, ISO 9000 och relaterade ämnen, samt även inkluderat perspektiv på förhållanden mellan kvalitet, produktion och ekonomi. Förutom aspekten av ständiga förbättringar, har teorier om Change management genomsyrat modellutvecklingen. Den utvecklade modellen för att förbättra administrativa processer avser att leda till minskade ledtider och effektiviserade informationsflöden. De första faserna i modellen har genomförts på Electrolux Laundry Systems vilka ger företaget en stabil grund för fortsatt genomförande av resten av modellen. I delresultaten finns flera identifierade områden som Electrolux Laundry Systems bör se över för att effektivisera sina nuvarande rutiner.

Nas últimas décadas, inúmeras organizações do setor da construção civil têm buscado a implantação e certificação de sistemas de gestão da qualidade. Uma certificação de qualidade, quando bem conduzida, pode ser uma importante ferramenta para garantir a eficácia e a melhoria do SGQ, trazendo vantagens para a organização. Entretanto, muitas organizações ainda não reconhecem as oportunidades de melhorias que as auditorias externas podem fornecer. O principal objetivo deste estudo consiste em analisar e comparar as variações das características organizacionais das empresas de construção civil atuantes em Curitiba e Região Metropolitana que possuem certificações de qualidade e as que não possuem. Este objetivo exige uma pesquisa para fornecer base teórica acerca da qualidade na construção, então realizou-se uma revisão da literatura sobre o tema para fundamentar a pesquisa. Outra parte da pesquisa realizada foi a coleta de informações de uma amostra representativa da população por meio do Método “Survey”. O instrumento adotado para a coleta de dados foi um questionário quantitativo, aplicado em empresas do setor da construção civil em Curitiba-PR e Região Metropolitana, para mensuração e identificação de correlação entre certificação de qualidade e características organizacionais. Os dados foram tratados e organizados com base em uma análise descritiva e multivariada. Fundamentandose na revisão bibliográfica e na interpretação dos dados obtidos na pesquisa quantitativa foi possível reconhecer que as características organizacionais que mais sofrem influência das certificações de qualidade são quantidade de horas de treinamento, formalização de cargos e funções e formalização de atividades e processos. / In the last decades, several organizations in the civil construction segment have been searching for the implementation and certification of quality management systems. A quality certification, when well conducted, can be an important tool to ensure QMS efficiency and continuous improvement, thus bringing advantages for the organization. However, many organizations have not yet recognized the opportunities for improvement that external audits may provide. The main objective of this study is to analyze and compare the variations of the organizational characteristics of the civil construction operating in Curitiba and Metropolitan Region that have quality certifications and those that do not. This objective requires a research to provide theoretical basis on the quality in the construction, then a review of the literature on the subject was made to base the research. Another part of the research was the collection of information from a representative sample of the population through the Survey Method. The instrument adopted for data collection was a quantitative questionnaire, applied to companies in the civil construction sector in Curitiba-PR and Metropolitan Region, to measure and identify the correlation between quality certification and organizational characteristics. The data were treated and organized based on a descriptive and multivariate analysis. Based on the bibliographic review and the interpretation of the data obtained in the quantitative research, it was possible to recognize that the organizational characteristics that are most influenced by the quality certifications are the number of hours of training, the formalization of positions and functions, and the formalization of activities and processes.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)

Thesis (MBA)--Stellenbosch University, 2007. / ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB. / AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

Evaluation of processes during software development is closely associated with theory of quality management. This master's thesis deals with problems of quality management during development from various points of view. Theoretical part is involved in definitions of terms which relates to fundamentals and methods of quality management. Practical part is aimed at technological aspects of prototype realization. Onward contains analysis and system design, implementation description and final resume.

by Tung Man Kei. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 82-83). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES AND FIGURE --- p.vi / LIST OF APPENDIXES --- p.vii / PREFACE --- p.viii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- ISO-9000 Standards --- p.4 / Recent Development of ISO 9000 Standards --- p.6 / Other Quality Standards and Awards --- p.8 / Influence of ISO 9000 --- p.11 / Implementation of ISO 9000 --- p.15 / Chapter III. --- CASE STUDY: PART (A) JEWELLERY INDUSTRY AND ABC JEWELLERY LIMITED --- p.18 / Jewellery Industry in Hong Kong --- p.18 / The ABC Jewellery Limited --- p.20 / Organizational Structure of ABC Jewellery Limited --- p.21 / Production Department --- p.22 / Stone Department --- p.24 / Human Resources Department --- p.24 / Quality and Technology Department --- p.25 / Management Information Department --- p.26 / Marketing Department --- p.26 / Export Department --- p.27 / Financial Situation of ABC Jewellery Limited --- p.28 / Chapter IV. --- CASE STUDY: PART (B) IMPLEMENTATION OF ISO-9002 CERTIFICATE OF A MANUFACTURING COMPANY - ABC JEWELLERY LIMITED --- p.30 / Quality Reform of ABC Jewellery Limited --- p.30 / The MANCOM - A Reform of Management Committee --- p.32 / The Implementation Plan of ISO-9000 of ABC Jewellery Limited --- p.34 / Step 1： Preliminary Goals Setting and Formulation of Action Plan --- p.35 / Step 2: Creation of Mission and Vision Statements --- p.37 / Step 3: Formation of Quality Team --- p.37 / Step 4: Education of Quality Concept --- p.38 / Step 5: Preparation of Quality Manual and Work Procedures - the Business Procedures --- p.40 / Step 6: Reengineering of Business System --- p.43 / Step 7： Registration for ISO-9002 --- p.44 / Problems faced by the Company --- p.45 / Dilemma --- p.53 / Chapter V. --- CASE STUDY: PART (C) LATEST SITUATION OF ABC JEWELLERY LIMITED --- p.54 / Quality and Technology Department --- p.54 / """Quality In Progress"" and Other Quality Improvement Projects in the Company" --- p.55 / Chapter VI. --- CONCLUSION OF THE CASE STUDY --- p.57 / TABLES AND FIGURE --- p.59 / APPENDIXES --- p.63 / BIBLIOGRAPHY --- p.82

by Law Po-yee, Annie and Li Lai-fong. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 51-53). / ABSTRACT --- p.ii / ACKNOWLEDGEMENT --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF FIGURES --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Objective of Study --- p.1 / Scope of Study --- p.2 / Background --- p.2 / Development of ISO 9000 --- p.4 / Concept of ISO 9000 --- p.5 / Chapter II. --- LITERATURE REVIEW --- p.9 / The Experience of Singapore --- p.9 / The Experience of U.S. and Canada --- p.11 / The Experience of Hong Kong --- p.13 / Chapter III. --- METHODOLOGY --- p.17 / Secondary Data Source --- p.17 / Primary Data Source --- p.21 / Chapter IV. --- FINDINGS AND LIMITATIONS --- p.24 / Findings from Questionnaires and Interviews with Respondents --- p.24 / Experience of a Consultant : HKPC --- p.31 / Experience of the Registrar : HKQAA --- p.33 / Limitations --- p.37 / Chapter V. --- CONCLUSIONS AND RECOMMENDATIONS --- p.39 / APPENDIX --- p.46 / BIBLIOGRAPHY --- p.51

The need for information systems has increased to a point where virtually all business environments require some sort of software to aid in its daily operations. This study will address the need for quality information systems by examining techniques which can potentially aid in producing consistent high-quality information systems. Two techniques in particular, namely Process Maturity Models (PMMs) and Systems Development Methodologies (SDMs) are examined. Process Maturity Models such as the Capability Maturity Model Integration (CMMI) as well as the ISO-9000 standards aid in standardising and improving an organisation’s information systems development processes. These Process Maturity Models often require either the use of certain Systems Development Methodologies or at the very least techniques used within some Systems Development Methodologies. Systems Development Methodologies refer to a set of development processes, tools, techniques etc. which can be used during software development to standardise the entire development process by offering the use of modelling techniques, tools to analyse requirements, illustration of processes etc. These techniques differ from one Systems Development Methodology to the next. This study aims to identify the relationship between Process Maturity Models and Systems Development Methodologies. During the research process a questionnaire was sent out to people within the information technology business environment. The questionnaire contained questions used to determine and measure the usage of Systems Development Methodologies and how projects were affected. The questionnaire was also used to do an informal assessment of each respondent’s Capability Maturity Model level. Furthermore the data retrieved was statistically analysed and the results were interpreted. The results indicate that a relationship exists between the use of SDMs and the success of the respondent’s development processes and developed products. A total of 73% of respondents indicated that they do use SDMs to some extent, the most common being the Systems Development Lifecycle (SDLC). The majority of organizations implementing SDMs have been doing so for three years or more. Results also show that most of the respondents are not certified in some formal Process Maturity Model; however, they do implement some of the processes required by models such as the CMMI. An informal assessment performed indicated that 65% of respondents can be grouped into a perceived CMMI level 2 category. Project outcome was measured and the relationship between PMM implementation as well as SDM use was measured. Results show no statistical evidence which indicates that an organisation’s perceived CMMI level is influenced by SDM use, both vertically and horizontally. Results do, however, indicate that organizations which have been implementing SDMs for a longer period of time are more likely to apply CMMI level 4 activities. Results also indicate that the horizontal use (number of projects/people which implement SDM knowledge) of SDMs have a significant effect on the development process- and the developed product success. Lastly the results indicated that organizations which satisfy more of the CMMI’s level 4 activities experience a higher quality development process which leads to a more successful development process. / Thesis (MSc (Computer Science))--North-West University, Potchefstroom Campus, 2013.

The need for information systems has increased to a point where virtually all business environments require some sort of software to aid in its daily operations. This study will address the need for quality information systems by examining techniques which can potentially aid in producing consistent high-quality information systems. Two techniques in particular, namely Process Maturity Models (PMMs) and Systems Development Methodologies (SDMs) are examined. Process Maturity Models such as the Capability Maturity Model Integration (CMMI) as well as the ISO-9000 standards aid in standardising and improving an organisation’s information systems development processes. These Process Maturity Models often require either the use of certain Systems Development Methodologies or at the very least techniques used within some Systems Development Methodologies. Systems Development Methodologies refer to a set of development processes, tools, techniques etc. which can be used during software development to standardise the entire development process by offering the use of modelling techniques, tools to analyse requirements, illustration of processes etc. These techniques differ from one Systems Development Methodology to the next. This study aims to identify the relationship between Process Maturity Models and Systems Development Methodologies. During the research process a questionnaire was sent out to people within the information technology business environment. The questionnaire contained questions used to determine and measure the usage of Systems Development Methodologies and how projects were affected. The questionnaire was also used to do an informal assessment of each respondent’s Capability Maturity Model level. Furthermore the data retrieved was statistically analysed and the results were interpreted. The results indicate that a relationship exists between the use of SDMs and the success of the respondent’s development processes and developed products. A total of 73% of respondents indicated that they do use SDMs to some extent, the most common being the Systems Development Lifecycle (SDLC). The majority of organizations implementing SDMs have been doing so for three years or more. Results also show that most of the respondents are not certified in some formal Process Maturity Model; however, they do implement some of the processes required by models such as the CMMI. An informal assessment performed indicated that 65% of respondents can be grouped into a perceived CMMI level 2 category. Project outcome was measured and the relationship between PMM implementation as well as SDM use was measured. Results show no statistical evidence which indicates that an organisation’s perceived CMMI level is influenced by SDM use, both vertically and horizontally. Results do, however, indicate that organizations which have been implementing SDMs for a longer period of time are more likely to apply CMMI level 4 activities. Results also indicate that the horizontal use (number of projects/people which implement SDM knowledge) of SDMs have a significant effect on the development process- and the developed product success. Lastly the results indicated that organizations which satisfy more of the CMMI’s level 4 activities experience a higher quality development process which leads to a more successful development process. / Thesis (MSc (Computer Science))--North-West University, Potchefstroom Campus, 2013.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)