Els sistemes de gestió permeten millorar l'eficiència de les organitzacions i en aquest context, una organització pot tenir implantats múltiples sistemes. La forma preferible de gestionar-los és integrant-los, perquè s'aprofiten les sinèrgies existents entre sistemes. Existeixen molt pocs estudis empírics que analitzin la integració de sistemes. Així, l'objectiu d'aquesta tesi és conèixer i analitzar empíricament com integren les empreses els sistemes i com realitzen les auditories d'aquests.Les conclusions de l'anàlisi empírica realitzada són que les empreses:(1)integren majoritàriament els sistemes a un determinat nivell, i sembla que els models de gestió utilitzats i l'ordre d'implantació dels sistemes, condicionen aquest nivell,(2)duen a terme, majoritàriament, auditories del sistema integrades, essent el nivell d'integració de les internes superior al de les externes, i(3)en alguns aspectes, sembla que la integració de les auditories externes, està relacionada amb el nivell d'integració dels sistemes. / Management systems can improve the efficiency of organizations and in this context, an organization can have multiple systems in place. The preferable way to manage them is integrating them, so take advantage of synergies between existing systems.There are very few empirical studies that analyze systems integration. Hence, the objective of this thesis is to ascertain and analyze empirically how companies integrate systems and how perform their audits.(1)Conclusions of the empirical analysis carried out are that companies: mainly integrate systems at a certain level, and it appears that management models used and systems'implementation order, determine this level,(2)carried out, mostly, integrated system audits, being the level of integration of the internal higher than the external, and (3)in some respects, it seems that the integration of external audits is related to the level of systems integration.

En el año 1999 la Aduana del Perú fue la primera Aduana en el mundo en obtener la certificación ISO 9000 a su sistema de gestión de la calidad, siendo catalogada por la OMA como una aduana modelo para los países emergentes. Tras el correr de los años y múltiples cambios en el personal directivo de la aduana Marítima del Callao así como de la institución aduanera, se vienen presentando problemas sistémicos internos en la actividad de valoración de mercancías de importación ya que a la luz de los datos recopilados en la presente investigación, tienen una relación presuntamente causal con la responsabilidad directiva la que incluye los aspectos de identificación de necesidades de capacitación y entrenamiento, actividades de retroalimentación a partir de la revisión de los resultados del proceso, la definición de planes y métodos de trabajo así como la dotación de los recursos básicos necesarios. La norma ISO 9001: 2000 establece actividades concretas que debe realizar la dirección de la organización para la mejora continua de los procesos, en la presente tesis se muestra evidencia del incumplimiento de tales actividades que determinan la relación causal entre la responsabilidad directiva y la falta de mejoramiento continuo en la valoración de mercancías de importación durante los años 2004 al 2009.

Είναι γεγονός, ότι η Διοίκηση Ολικής Ποιότητας είναι μια έκφραση της Οργάνωσης και Διοίκησης των Επιχειρήσεων και έχει υιοθετηθεί σε μεγάλο βαθμό από επιχειρήσεις παγκοσμίως, αποτελώντας ένα ισχυρό εργαλείο για τη βελτίωση των παρεχόμενων προϊόντων και υπηρεσιών. Η ποιότητα αποτελεί έναν από τους σπουδαιότερους ανταγωνιστικούς παράγοντες για τη μακροπρόθεσμη ικανοποίηση των πελατών. Ως εκ τούτου, η αποτελεσματική διοίκηση της ποιότητας των προϊόντων-υπηρεσιών, ξεκινάει από την αξιόπιστη και ακριβή μέτρηση της συνεισφοράς της ποιότητας, τόσο στον οργανωτικό σχεδιασμό όσο και στην οργανωτική απόδοση. Σκοπός της παρούσας εργασίας είναι μέσω τόσο μιας θεωρητικής ανασκόπησης όσο και ενός ερευνητικού κομματιού να αναλυθεί η σημασία των πρακτικών Διοίκησης Ολικής Ποιότητας στον τομέα των ξενοδοχείων, ώστε στη συνέχεια να αποφανθούμε κατά πόσο αυτές σχετίζονται με την βελτίωση της απόδοσης των ξενοδοχείων. / It is a fact that TQM is an expression of Organization and Management of Business and has been adopted widely by businesses worldwide, providing a powerful tool for improving products and services. Quality is one of the most important competitive factors for long-term customer satisfaction. Therefore, the effective management of quality of products and services starts from the reliable and accurate measurement of the contribution of quality, both in organizational design and in the organizational performance. The purpose of this work is through both a theoretical background and a research track to analyze the importance of TQM practices in the hotel, so then to judge whether these relate to improving the performance of hotels.

The International Organization for Standardization is one of the most popular quality management systems in the modern business environment. The International Organization for Standardization (ISO) and Total Quality Management (TQM) interface the quality management systems within an organization. Over the last decade, the International Organization for Standardization has established a variety of quality management systems such as ISO9001:2008; ISO14001:2004; ISO10002:2007; ISO13485:2003; ISO9000:2005, ISO 9000:2008, ISO14971:2007; ISO18000:2007, and other ISO quality management systems are facilitating many professionally-run the businesses. This research topic, however, investigates how the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa. This research is based on the qualitative and quantitative methods used to ascertain how the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa. Samples are selected randomly at 95% confidence levels with a margin of error of 5%. The study was also retrospective in that it relied on the data collected from individuals who had been exposed to the ISO9001:2008 quality management system in the rubber and plastics industry in a South African manufacturing environment. The ISO 9001:2008 quality management system distinguishes between the end results and the means of achieving organizational objectives. The final recommendation after the indepth discussion in Chapter Six is aimed at improving levels of product and service quality; the reduction of product cost; an improvement in the working relationship between employer and employee; increasing customer satisfaction; offering confidence to suppliers, competitors, investors and in business ventures in general, while attaining greater profitability in the rubber and plastics industry of South Africa in particular. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

Idag blir det allt vanligare att kunder stä̈ller krav på att företag ska arbeta med miljöfrågor. Det finns ett antal verktyg företag kan använda sig av för att profilera sig som miljövänliga - exempelvis livscykelanalys, socialt ansvarstagande och certifierade ledningssystem.  Företaget Formteknik Verktyg Unnaryd AB tillverkar formverktyg och har påbörjat att profilera sig som miljövänliga genom att använda ekodesign på sina produkter. De arbetar även med miljö- och kvalitetsledningssystem. För att få kunskap om Formteknik kan få mer vä̈lvilligt inställda kunder genom sitt arbete med ekodesign har några av deras kunder intervjuats och några av dem har svarat på en enkät. Vilka gröna verktyg som kunderna föredrar har också undersökts. Resultaten visar att de flesta kunderna var tämligen samstämmiga gällande vilka faktorer som var viktigast vid inköp. Av de gröna verktygen var ISO 9001 och ISO 14001 mest uppskattade, medan pris och materialets kvalitet sågs som de viktigaste faktorerna att ta hänsyn till vid inköp. Ekodesign kan även skapa ett mervärde för Formteknik genom att öka produkternas prestanda. / It is becoming more common that companies require that their suppliers work with evironmental issues. There are a number of tools that businesses can use to market themselves as environmentally friendly - for example life cycle assessment, corporate social responsibility and certified management systems. The company Formteknik Verktyg Unnaryd AB manufactures molds and have begun to integrate ecodesign in their product development. They also work with environmental and quality management systems. To find out if Formteknik receive more well-disposed customers through their work with ecodesign, some of them have been interviewed and some of them answered a questionnaire. Which green tool their customers prefer have also been investigated. The results show that most customers were quite unanimous about which factors that were most important when purchasing a mold. Of the green tools were ISO 9001 and ISO 14001 most appreciated, while the price and quality of the product were seen as the most important factors to take into account. Ecodesign can also create added value for Formteknik by increasing product performance.

There is a growing tendency in the application of the quality management system to the construction industry. Within this perspective, some quality management standards, like ISO 9001, are utilized to assure the quality in projects. Application of this system to water resources projects is also of importance since they are very large systems having various components for which quality management would improve the overall efficiency. The aim of this thesis is to examine the implementation of the quality management in the design and construction processes of a sample irrigation network in order to evaluate its benefits by the cost of quality, which is assumed to be the most effective performance measure. To this end, the prevention and appraisal costs and failure costs, which constitute the cost of quality,are identified separately and their interactions are investigated on a case study in which the causes of these failures are analyzed and quantified in the form of graphs.

Thesis (M.Hous.M)--University of Hong Kong, 2004. / Also available in print.

En el año 1999 la Aduana del Perú fue la primera Aduana en el mundo en obtener la certificación ISO 9000 a su sistema de gestión de la calidad, siendo catalogada por la OMA como una aduana modelo para los países emergentes. Tras el correr de los años y múltiples cambios en el personal directivo de la aduana Marítima del Callao así como de la institución aduanera, se vienen presentando problemas sistémicos internos en la actividad de valoración de mercancías de importación ya que a la luz de los datos recopilados en la presente investigación, tienen una relación presuntamente causal con la responsabilidad directiva la que incluye los aspectos de identificación de necesidades de capacitación y entrenamiento, actividades de retroalimentación a partir de la revisión de los resultados del proceso, la definición de planes y métodos de trabajo así como la dotación de los recursos básicos necesarios. La norma ISO 9001: 2000 establece actividades concretas que debe realizar la dirección de la organización para la mejora continua de los procesos, en la presente tesis se muestra evidencia del incumplimiento de tales actividades que determinan la relación causal entre la responsabilidad directiva y la falta de mejoramiento continuo en la valoración de mercancías de importación durante los años 2004 al 2009. / Tesis

Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro de Filosofia e Ciências Humanas, Programa de Pós-Graduação em Psicologia, Florianópolis, 2011 / Made available in DSpace on 2012-10-26T00:20:26Z (GMT). No. of bitstreams: 1 288608.pdf: 4602077 bytes, checksum: 49aa07666ea7150ad17494f53f783dc0 (MD5) / Este estudo objetivou responder ao seguinte problema de pesquisa: Quais as percepções de gestores e geridos sobre o processo de comunicação na gestão da qualidade por meio da Norma ISO 9001:2000? Os dados foram obtidos por meio de entrevista semiestruturada com grupo focal, em uma organização certificada pela Norma ISO 9001:2000. A entrevista foi previamente estruturada em três categorias de análise: a primeira sobre a comunicação interna; a segunda sobre a gestão do sistema da qualidade; e a terceira e última, a relação entre as duas anteriormente citadas. A partir deste estudo é possível perceber que, na organização, predomina o diálogo colaborativo, possibilitando mudanças de pontos de vista, já que o diálogo é uma poderosa prática de comunicação e liderança, bem como, um poderoso agente de transformação da vida organizacional. Os gestores trabalham de portas abertas, atendendo a todos sem restrições, propriciando o diálogo e, principalmente, sabendo ouvir. Com relação à transmissão das informações foi unânime a utilização do mural para que os membros da organização tenham acesso ao que está ocorrendo, e percebeu-se que os murais possuem uma certa atratividade no que se refere a organização das informações ali colocadas, haja vista que é a forma de transmissão das informações mais utilizada na Empresa. As reuniões, cursos e treinamentos são privilegiados, porém, outros canais também são utilizados e não menos importantes para a comunicação organizacional, como: caixa de sugestões; comunicação interna (CI); diário de bordo; formulário 48 horas; escala; treinamento; impresso; código de ética; e conversa informal. Ficou evidente, também, que os geridos gostariam de melhorias no trabalho a ser executado, como por exemplo, trocar o telefone celular por rádio nos terminais e a utilização de palm top substituindo a prancheta preenchida manualmente. Essas duas sugestões são eficientes, pois as informações a serem repassadas podem ter maior agilidade e, automaticamente, a sede administrativa obtém as informações mais rapidamente, em vez de terem as informações somente no final do expediente. Com relação à análise do sistema de gestão da qualidade, há entendimento suficientemente claro de todo o processo, por meio da padronização dos procedimentos, procurando por meio da melhoria contínua, a qualidade nos serviços prestados. As auditorias internas ajudam consideravelmente, no sentido de trazer benefícios e detectar possíveis falhas na operação das atividades. Os grupos de geridos, por unanimidade, possuem compreensão do sistema de gestão da qualidade, em que os canais de comunicação dão conta e favorecem o repasse e o aperfeiçoamento do processo de gestão. / This study aimed to answer the following research problem: What are the perceptions of managers and their staff on the communication process of quality management through ISO 9001:2000? Data were collected through semi-structured interviews with a focus group, in a company certified by ISO 9001:2000. The interview was previously structured in three categories of analysis: the first was about the internal communication; the second was about the quality management system and the third and last, about the relationship between the two previously cited. From this study we can infer that, in the company, the collaborative dialogue predominates, allowing changes in point of view, since the dialogue is a powerful practice of communication and leadership, as well as a powerful transformation agent of organizational life. The managers work with open doors, attending to all the staff members without restrictions, stimulating dialogue and especially, listening to them. Regarding the transmission of information, the use of the board by the staff members to access what is currently happening was unanimous. Being the mostly used form of information transmission in the company, the boards have certain attractiveness in the organization of the content posted. The meetings, courses and training sessions are privileged, but other channels are no less important and are also used for organizational communication, such as: a suggestion box, internal communication (IC); logbook; 48 hours form, schedule, training, bulletins; code of ethics; and informal conversation. It was also evident that the staff members would like to have improvements in the work to be performed, for example, to change the cell phones for radios in the terminals and the use of PDA#s replacing the traditional clipboards that are filled manually. These two suggestions are efficient because information would be passed faster and the administrative office would get the information quickly instead of having the information only by the end of the day. Regarding the analysis of the quality management system, there is a sufficiently clear understanding of the whole process through standardization of procedures, seeking for quality in the service offered through continuous improvement. Internal audits considerably help in bringing benefits and detecting possible flaws in activities performance. The staff groups unanimously have a clear view of the quality management system in which the communication channels are satisfactory and promote the transfer and improvement of the management process.

Publicación a texto completo no autorizada por el autor / Investiga los procesos adecuados de una consultora de ingeniería, para determinar el cumplimiento de las especificaciones de calidad y de procesos, ajustadas a la norma ISO 9001:2015. Para ello elabora, desarrolla e implementa las normas correspondientes a un sistema de calidad apropiado a una consultora de ingeniería, analiza riesgos y determina las no conformidades en el proceso de elaboración de los informes correspondientes a los estudios de los proyectos en ejecución y establece mecanismos de control que permitan evitar errores y así poder reducir tiempos de entrega y mejorar los costos. / Tesis