Made available in DSpace on 2015-04-22T22:11:17Z (GMT). No. of bitstreams: 1 Marcu_Aurelio.pdf: 6856454 bytes, checksum: 8b0130e36bdbeac8f01f349628863ece (MD5) Previous issue date: 2011-12-02 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This research addresses the Products Development Process - (PDP) adopted in manufacturing companies of artifacts for mobile communication (cellular), installed in Manaus Industrial Pole (MIP), the research is focused on how companies deal with the introduction of a new product on the market and which information is to be used to improve its process and products. The work refers to the flow of information used in the process of introduction and analysis of failures of the products, in particular in relation to the monitoring process for new products, currently used in 02 (two) multinational companies. It raised issues regarding the monitoring of the quality of their products recently launched in the market and which analytical techniques are adopted, and the comprehensiveness of the same, as well as how the information reaches the department of new products, in each organization. This is a case study involving the processes of monitoring and analysis of failures in products on the market, and comparing the processes used in the surveyed companies, pointing out the main elements and contribution to the PDP model, as well as the strengths and weaknesses in each case. As a conclusion to the work, a theoretical model of information management as a complement to the current PDP model is presented, considering the experience acquired in 08 (eight) years of work in the areas of testing and analysis of failures in products and in the department of development of new products and software development. / O presente trabalho de pesquisa verse sobre o Processo de Desenvolvimento de Produtos (PDP) adotado em empresas manufatureiras de artefatos de comunicação móvel (celulares), instaladas no Pólo Industrial de Manaus (PIM), a pesquisa esta focada em como as empresas lidam com a introdução de um novo produto no mercado e quais informações são utilizadas para melhorias em seus processo e produtos. O trabalho refere-se ao fluxo de informações adotado no processo de introdução e analise de falhas dos produtos, em especial no que se refere ao processo de acompanhamento de novos produtos, atualmente utilizado nas 02 (duas) empresas multinacionais. Foram focados aspectos quanto ao monitoramento da qualidade de seus produtos recém lançados no mercado e quais técnicas de analise são adotadas e a abrangência das mesmas, assim como a informação chega ao departamento de novos produtos, em cada organização. Trata-se de um estudo de caso envolvendo os processos de acompanhamento e análise de falhas em produtos no mercado, comparando os processos utilizados nas empresas pesquisadas, apontando os principais elementos e contribuição para o modelo PDP, assim como os pontos fortes e fracos em cada processo. Como conclusão do trabalho, é apresentado um modelo teórico de gestão da informação como complemento ao atual modelo PDP, considerando-se a experiência adquirida em 08 (oito) anos de trabalho nas áreas de teste e analise de falhas em produtos e no departamento de desenvolvimento de novos produtos e desenvolvimento de software.

<p>The purpose of this thesis has been to investigate the effect of introducing the qualitystandard ISO 9001:2000 at Metso Paper Service in Sundsvall. The investigation has been focused on implementation of the new method of work, Continuous improvements. The implementation has been studied in a case study with both a qualitative and quantitative method. </p><p>Continuous Improvements is a way of working focused on continuously increasing the efficiency and having the purpose of achieving the formulated goals. This is often accomplished by the organisation carrying out the changing process to a great extent in small but efficient teams. </p><p>The effects of Metso’s introduction of the system are many. Above all the possibility of influence on the changing process has increased. This study also shows significant increase of the motivation and engagement of the employees as well as the number of ideas of improvements. This documentation ends with recommendations for further improvements of the system.</p>

<p>Syfte</p><p>Detta arbete tar sin utgångspunkt i det problematiska miljonprogramsområdet Fisksätra och Stena Fastigheters AB arbete för att minska segregation, brottslighet, omflyttning och den höga andelen hushåll med sociala/ekonomiska problem. Detta arbete är viktigt pga. de kostnader, såväl ekonomiska som mänskliga, som omger det. Kostnader som påverkar både bostadsbolag och samhälle. Syftet är att jämföra de litterära idéer och modeller som finns för att göra ett problembostadsområde bättre med Stena Fastigheters empiriska arbete. Finns det skillnader, vari ligger dessa och kan parterna lära sig något utav varandra?</p><p>Metod</p><p>För att nå mitt resultat har jag använt mig utav en kvalitativ metod med litteraturstudier, intervjuer och observationer.</p><p>Resultat & Slutsats</p><p>Det jag dels funnit är att både litteratur och bostadsbolag beskriver samma faktum som de tycker är viktiga att jobba med. Men det finns också skillnader som främst handlar om att litteraturen är något bristfällig i idéerna om hur man implementerar en förändringsfaktor/modell samt generaliserande och tar inte hänsyn till skillnader i etnicitet. Ur den andra synvinkeln gäller också att bostadsbolaget inte arbetar eller tar hänsyn till vad litteraturen menar är viktiga områden att arbeta med. Det finns också områden som jag påvisar är viktiga men som både bostadsbolag och litteratur missat. Dessa områden är samarbete, kommunikation, förankring av engagemang och kunskap, mediekontakter, intern- och extern marknadsföring, analys och uppföljning samt bättre och effektivare kontakt med andra organisationer.</p><p>Förslag till fortsatt forskning</p><p>•Hur ska/kan ett bostadsbolag utnyttja kraften bakom media och PR för att marknadsföra och tvätta bort ett dåligt rykte från ett bostadsområde? En bra början kan vara Grönroos ”Modell över kundupplevd kvalité”.</p><p>•Hur förändrar och stödjer ledningen organisationen så att den passar det förändringsarbete som sker i bostadsområdet? Synsättet kan exempelvis utgå ifrån böckerna ”Marknadsföring i tjänsteekonomin” och ”Kundnära organisation och serviceutveckling i bostadsföretag”.</p><p>•Hur optimerar bostadsföretaget samarbetet med andra organisationer samt hur kan de dra nytta av varandra för att skapa synergieffekter?</p><p>Uppsatsens bidrag</p><p>Uppsatsen bidrar till att skapa en djupare förståelse angående problematiken kring fastighetslitteraturens oftast stela verklighet, mot den dynamiskt föränderliga empiriska verkligheten. Den belyser skillnader och likheter hur litteratur/företag anser att man ska jobba med ett problembostadsområde, samt att det saknas idéer/arbete i förändringsarbetet. Min förhoppning är självklart också att uppsatsen ska bidra till att såväl företag som andra författare tar till sig mitt arbete, och använder detta som en extra knuff för att lösa problematiken kring problembostadsområden.</p> / <p>Aim</p><p>This assignment takes its starting point in the problem related residential area of Fisksätra and the real estate company Stena Fastigheter ABs work to reduce segregation, crime, rental vacancy, movement and the large number of household with social/financial problems. This work is important because of the costs, both financial and human, surrounding it. Costs that affect the real estate company as well the entire society. The purpose of this assignment is to concisely describe what the literature and Stena Fastigheter AB does to make a problem related residential area better. And to examine if any simi¬larities exists, if the literature and the companies procedure differ from one another and if they have anything to learn from each other.</p><p>Method</p><p>To reach a result I have used a qualitative method with literature studies, interviews and observations.</p><p>Result & Conclusion</p><p>I have partly found that both literature and the real estate company describe same conditions that they believe are important to work with. But there is also a difference which mainly is about the literatures insufficient ideas about how you implement a change factor/model, how it genera¬lizes and doesn’t take in fact different ethnical ideas. The company in the other hand doesn’t work with all of the ideas that the literature means are important areas. There are also areas that I prove to be important but both sides have not recognized. These are co-operation, communi¬cation, support/rooting of commitment and knowledge, media contacts, internal- and external marketing, analysis and follow-up with better and more effective connections with other organizations.</p><p>Suggestions for future research</p><p>•How shall/can a real estate company use the power behind media and PR to market and wash away a bad reputation from a residential area? A good start could be Grönroos ”Modell över kundupplevd kvalité”.</p><p>•How do the management change and support the organization so it fits with the improvement work and change in the residential area? The approach could start from the books ”Marknadsföring i tjänsteekonomin” and ”Kundnära organisation och serviceutveckling i bostadsföretag”.</p><p>•How do you optimize the real estate companies co-operation with other organizations and how can they contribute to one another to create synergy effects?</p><p>Contribution of the thesis</p><p>This assignment contributes to create a deeper understanding of the problems around the real estate literatures often stiff reality, compared to the dynamical changeful empirical reality. It illustrates differences and simi¬larities of how literature/companies consider working with a problem related residential area, along with missed ideas/work about improvements. Naturally I also have hopes of that this assignment shall make contribute to companies and other authors in there work, and that they will use it as an extra push to solve the problems in problem related residential areas.</p>

The purpose of this thesis has been to investigate the effect of introducing the qualitystandard ISO 9001:2000 at Metso Paper Service in Sundsvall. The investigation has been focused on implementation of the new method of work, Continuous improvements. The implementation has been studied in a case study with both a qualitative and quantitative method. Continuous Improvements is a way of working focused on continuously increasing the efficiency and having the purpose of achieving the formulated goals. This is often accomplished by the organisation carrying out the changing process to a great extent in small but efficient teams. The effects of Metso’s introduction of the system are many. Above all the possibility of influence on the changing process has increased. This study also shows significant increase of the motivation and engagement of the employees as well as the number of ideas of improvements. This documentation ends with recommendations for further improvements of the system.

Syfte Detta arbete tar sin utgångspunkt i det problematiska miljonprogramsområdet Fisksätra och Stena Fastigheters AB arbete för att minska segregation, brottslighet, omflyttning och den höga andelen hushåll med sociala/ekonomiska problem. Detta arbete är viktigt pga. de kostnader, såväl ekonomiska som mänskliga, som omger det. Kostnader som påverkar både bostadsbolag och samhälle. Syftet är att jämföra de litterära idéer och modeller som finns för att göra ett problembostadsområde bättre med Stena Fastigheters empiriska arbete. Finns det skillnader, vari ligger dessa och kan parterna lära sig något utav varandra? Metod För att nå mitt resultat har jag använt mig utav en kvalitativ metod med litteraturstudier, intervjuer och observationer. Resultat &amp; Slutsats Det jag dels funnit är att både litteratur och bostadsbolag beskriver samma faktum som de tycker är viktiga att jobba med. Men det finns också skillnader som främst handlar om att litteraturen är något bristfällig i idéerna om hur man implementerar en förändringsfaktor/modell samt generaliserande och tar inte hänsyn till skillnader i etnicitet. Ur den andra synvinkeln gäller också att bostadsbolaget inte arbetar eller tar hänsyn till vad litteraturen menar är viktiga områden att arbeta med. Det finns också områden som jag påvisar är viktiga men som både bostadsbolag och litteratur missat. Dessa områden är samarbete, kommunikation, förankring av engagemang och kunskap, mediekontakter, intern- och extern marknadsföring, analys och uppföljning samt bättre och effektivare kontakt med andra organisationer. Förslag till fortsatt forskning •Hur ska/kan ett bostadsbolag utnyttja kraften bakom media och PR för att marknadsföra och tvätta bort ett dåligt rykte från ett bostadsområde? En bra början kan vara Grönroos ”Modell över kundupplevd kvalité”. •Hur förändrar och stödjer ledningen organisationen så att den passar det förändringsarbete som sker i bostadsområdet? Synsättet kan exempelvis utgå ifrån böckerna ”Marknadsföring i tjänsteekonomin” och ”Kundnära organisation och serviceutveckling i bostadsföretag”. •Hur optimerar bostadsföretaget samarbetet med andra organisationer samt hur kan de dra nytta av varandra för att skapa synergieffekter? Uppsatsens bidrag Uppsatsen bidrar till att skapa en djupare förståelse angående problematiken kring fastighetslitteraturens oftast stela verklighet, mot den dynamiskt föränderliga empiriska verkligheten. Den belyser skillnader och likheter hur litteratur/företag anser att man ska jobba med ett problembostadsområde, samt att det saknas idéer/arbete i förändringsarbetet. Min förhoppning är självklart också att uppsatsen ska bidra till att såväl företag som andra författare tar till sig mitt arbete, och använder detta som en extra knuff för att lösa problematiken kring problembostadsområden. / Aim This assignment takes its starting point in the problem related residential area of Fisksätra and the real estate company Stena Fastigheter ABs work to reduce segregation, crime, rental vacancy, movement and the large number of household with social/financial problems. This work is important because of the costs, both financial and human, surrounding it. Costs that affect the real estate company as well the entire society. The purpose of this assignment is to concisely describe what the literature and Stena Fastigheter AB does to make a problem related residential area better. And to examine if any simi¬larities exists, if the literature and the companies procedure differ from one another and if they have anything to learn from each other. Method To reach a result I have used a qualitative method with literature studies, interviews and observations. Result &amp; Conclusion I have partly found that both literature and the real estate company describe same conditions that they believe are important to work with. But there is also a difference which mainly is about the literatures insufficient ideas about how you implement a change factor/model, how it genera¬lizes and doesn’t take in fact different ethnical ideas. The company in the other hand doesn’t work with all of the ideas that the literature means are important areas. There are also areas that I prove to be important but both sides have not recognized. These are co-operation, communi¬cation, support/rooting of commitment and knowledge, media contacts, internal- and external marketing, analysis and follow-up with better and more effective connections with other organizations. Suggestions for future research •How shall/can a real estate company use the power behind media and PR to market and wash away a bad reputation from a residential area? A good start could be Grönroos ”Modell över kundupplevd kvalité”. •How do the management change and support the organization so it fits with the improvement work and change in the residential area? The approach could start from the books ”Marknadsföring i tjänsteekonomin” and ”Kundnära organisation och serviceutveckling i bostadsföretag”. •How do you optimize the real estate companies co-operation with other organizations and how can they contribute to one another to create synergy effects? Contribution of the thesis This assignment contributes to create a deeper understanding of the problems around the real estate literatures often stiff reality, compared to the dynamical changeful empirical reality. It illustrates differences and simi¬larities of how literature/companies consider working with a problem related residential area, along with missed ideas/work about improvements. Naturally I also have hopes of that this assignment shall make contribute to companies and other authors in there work, and that they will use it as an extra push to solve the problems in problem related residential areas.

The purpose of this master's degree thesis was to develop an understanding of how hospital management, in the case studied, worked to achieve changes in an organization influenced by differing professional cultures. To gain insight into the conditions that may have contributed to nurses and physicians developing appropriate attitudes and behaviours, which may have affected the organization's ability to achieve the Swedish Quality Award 2012.  A qualitative single case study was conducted at Karlskoga Hospital, with focus groups as well as individual depth interviews.   The results of the case study showed the following conditions provided nurses and physicians the potential to develop appropriate attitudes and behaviours, which may have influenced the hospitals ability to achieve the Swedish Quality Award:   Responsibility and influence over the development processes. Participation in management teams and quality development groups as well as individual fields of responsibility. Training programs that have given insights and skills in quality management related to clinical practice. Nurses and physicians as key individuals gave legitimacy to development process, and served as management advisors. Collaboration between all kind of employees and responsibilities. Committed management.

Uppgiften som låg till grund för denna uppsats, var att ge förslag på produktivitetshöjande åtgärder på Electrolux Distriparts godsmottagning. Vår avsikt var att tillämpa delar av Toyotas produktionssystem på den befintliga processen. Detta resulterade i en serie förslag som, om de tillämpas, drastiskt kommer höja produktiviteten i den aktuella processen. / The task, which is the basis of this report, was to suggest some productivity-raising actions for the incoming goods departments at Electrolux Distriparts. The project set out to utilise parts of the Toyota production model in the existing process. This resulted in a series of suggestions, which if implemented, would drastically increase the productivity of the relevant process.

Bakgrund: Sjukfrånvaron i Sverige 2004 var högst i Västeuropa och landets enskilt största ekonomiska problem. Regeringen vidtog åtgärder för att minska sjukfrånvaron. En del var att ge incitament för att sjukskrivningsprocessen skulle finnas med i hälso- och sjukvårdens ledningssystem, delvis på grund av förändrade krav och därmed brister i läkarintygens kvalitet. En lokal undersökning vid ortopedkliniken Kärnsjukhuset visade att 23 % av patienterna var missnöjda i samband med sjukskrivning. Syfte: Genom Sex Sigmas problemlösningsmodell DMAIC i kombination med mikrosystemperspektivet förbättra kvaliteten på läkarintygen, skapa mål och rutiner i sjukskrivningsprocessen samt öka patientnöjdhet  Metod: Utifrån ett mikrosystemperspektiv intervjuades projektgruppsdeltagare. Genom Sex Sigmas problemlösningsmodell fokuserades förbättringsområden på informationsutbyte till patienter och läkare samt utformande av mål och skriftliga rutiner. Femtioåtta patienter intervjuades om hur nöjda de var med sin sjukskrivning. Mätningar av ”onödiga” åtgärder utfördes och kvaliteten i läkarintygen följdes med styrdiagram. Förbättringsprojektet utvärderades kontinuerligt genom reflektion i projektgruppen. Resultat: Förbättringsarbete med hjälp av Sex Sigma och mikrosystemperspektiv har bidragit signifikant till ökad kvalitet i läkarintygen, p&lt;0,001. Rutiner och mål för sjukskrivningsprocessen har implementerats i ledningssystemet. Hundra procent av patienterna på ortopedkliniken är nöjda och telefonsamtal om brister och felaktiga ärenden har minskat. Förbättringsmetodiken har bidragit till ett vidgat synsätt, ökad förståelse för patienten och mellan personalkategorier. Åtgärderna har haft genomslagskraft genom att förbättringsförslagen kom från dem som arbetar i verksamheten och genomfördes med egen personal. Diskussion: Sex Sigma och mikrosystemperspektivet har patientfokus vilket kan påverka värderingar och vilja till förändringar. Resultatet från denna studie stöder det som kommit fram i andra studier och arbetssättet gav signifikant förbättrat resultat. Förbättringsåtgärderna är inte generaliserbara men arbetssättet kan med fördel tillämpas i förbättringsarbete. Ytterligare studier av arbetssättet och dess hållbarhet över tid behövs för att stärka evidensen. / Background: The sickness absence in Sweden 2004 was highest inWestern Europe and the country's main economic problem. The government gave incentives to make the sick-leave process included in healthcare management system, partly because of changing requirements and deficiencies in the quality of medical-certificates quality. A local study at an orthopedic clinic showed that 23% of patients were dissatisfied with sick-leave. Purpose: Through Six Sigma's DMAIC problem-solving model in combination with micro-systems perspective, improving the quality of medical certificates, create goals and routines in the sick-leave process and increase patient satisfaction Method: Interviews of project participants were carried out using a micro-systems perspective. Through Six Sigma problem-solving model areas of improvement were focused on information exchange to patients and physicians as well as formulating goals and written routines. Fifty-eight patients were interviewed about their sick-leave satisfaction. Measurements of "unnecessary" actions were performed and the quality of medical certificates was followed with control-charts. The improvement project was evaluated by reflection in the group continuously. Results: Improvements with Six Sigma and micro-systems perspective has contributed to improving the quality of medical certificates significantly p&lt;0.001. Routines and goals for sick-leave process have been implemented in the management system. 100% of the patients at the orthopedic clinic are satisfied. Phone calls about deficiencies and incorrect cases have decreased. This methodology has contributed to a broadened understanding of patients´ experiences and between different staff-categories. The actions have had impact because the improving proposals came from and were carried out by its own staff. Discussion: The Six Sigma and the micro-systems perspective has patient focus which can affect the values and willingness to change. The result from this study supports other studies and the approach in this study resulted in significantly improved results. Improvement actions are not generalizable, but the approach can be usefully applied in improvement efforts. Further studies of the approach and its sustainability over time are needed to strengthen the evidence.

Innovation and new technologies are daily changing the characteristics of facilities as building owners are requiring more automated services, increased security is becoming more prevalent, and budget constraints are affecting facility operations. Therefore, additional avenues should be evaluated to reduce long-term costs by improving facility maintainability. The conclusions of these quarries should be incorporated into the design and preplanning phases as early as possible, as this is when the most impact can be made at the least expense. As it relates to this effort, preplanning refers to the project concept development and includes some initial aspects of the design. Preplanning for maintainability is one aspect that has historically not received much industry attention. This study considered the preplanning process as it pertains to maintainability, particularly for intelligent buildings, as this is the current trend in which building construction is heading. It limitedly considered the historic aspects of construction and automation, assessed the current situation and considered the projected future needs. Based on the expectations as to where future building intelligence will lead, it was ascertained that better preplanning should be incorporated into the construction process, especially as it pertains to maintainability.

<p>Uppgiften som låg till grund för denna uppsats, var att ge förslag på produktivitetshöjande åtgärder på Electrolux Distriparts godsmottagning. Vår avsikt var att tillämpa delar av Toyotas produktionssystem på den befintliga processen. Detta resulterade i en serie förslag som, om de tillämpas, drastiskt kommer höja produktiviteten i den aktuella processen.</p> / <p>The task, which is the basis of this report, was to suggest some productivity-raising actions for the incoming goods departments at Electrolux Distriparts. The project set out to utilise parts of the Toyota production model in the existing process. This resulted in a series of suggestions, which if implemented, would drastically increase the productivity of the relevant process.</p>