M. Tech. Business Administration / The city of Tshwane Emergency Services is the first in South Africa to be certified ISO 9001:2008 in 2013. This saw the department leading the course of quality management both in the city and throughout the country. As a service rendering undertaking their efficiency and effectiveness requires evaluation from a quality management perspective. The city seeks to roll-out certification throughout all city departments so as to enable a quality driven municipal entity. This study was conducted to identify the factors that affect adherence to ISO 9001:2008 within the city. The results of this study can be used by managers throughout the Emergency Services and related services around the world to evaluate the importance of the implementation of the management system. The study is descriptive and cross-sectional. A quantitative method was used to collect data and analyse it. A stratified random sampling techniques was used with sample size of n=121 on employees within the Emergency Services of the city of Tshwane. Frequency tables, pie-chart, histograms and tables were used to present and analyse the data collected. The study identified qualification, effective communication and proper record keeping (documentation) as key factors affecting adherence to ISO 9001:2008.

This thesis is dedicated to creating quality manual for a small company. The manual describes quality management system, which is being developed in accordance with ISO 9001. This manual provides information about processes present in the company and also provides information on how are these processes managed and evaluated.

The aim of my graduation these is implementation of quality management system according to standard ISO 9001:2009 in company LEDA Slovakia spol. s r.o. At the beginning I attend to importance of quality and its control. Next parts acquaint reader with particular chapters of standard, with their interpretations and fullfilment of all requirements. Fundamental part is practical implementation in real company. Established documentation includes Quality manual, documented procedures required by the standard and other documents determined by the organization to be neccessary.

Ted Bernhardtz at work (T.B) är ett litet och innovativt företag med stora kunder. T.B harvuxit utanför gränserna av vad som kan beskrivas som en enkel och överskådligföretagsstruktur. Ett företag som är i förändrings- och utvecklingsfas kan ha svårt att hanteraarbetet i ett ostrukturerat kvalitetsledningssystem och tillförlitligheten i företaget kan kommaatt svikta om strategier är otillräckliga.Examensarbetets syfte är att kartlägga företagsorganisationens nuvarande struktur ochidentifiera brister gentemot kvalitetsstandarderna ISO 9000:2005 och ISO 9001:2008.Därefter skall en företagsanpassad grund byggas upp som förbättrar företagets effektivitet ochförmåga att öka kundtillfredsställelsen. En involvering av medarbetare skall införlivas så attledningssystemets tillförlitlighet behålls.Genom teoristudier, intervjuer och företagsanalysering har en kartläggning av företagetsfrämsta brister och behov genomförts. Den visade att det fanns flertalet rutiner ocharbetsmoment som var mer än tillräckliga för att tåla en tredjepartsrevision. Kartläggningenvisade även på brister i fastställandet av rutiner och resurser samt att viss dokumenteringsaknades eller var svår att lokalisera. Det saknades ett bra upplägg för sambandet iprocesserna och vilka delar som påverkar varandra. De hade inte ett målinriktatförbättringsarbete baserat på fakta. Företagskultur och värderingar är utan anmärkning. Allaär engagerade och involverade i att överträffa kundernas förväntan.Utifrån en vanlig processbeskrivningsmetod fördelades aktiviteter in i ”huvudprocesser”,”ledningsfunktioner” och ”stödfunktioner”. Förbättringsarbetet beskrivs utifrånhuvudaktiviteterna med enskilda styrningsscheman. Examensarbetet resulterade i en grund fören processinriktad organisation med ett utkast till en handbok för dokumenteringen. Fortsattimplementering uppmuntrades via inspirationsseminarie för samtliga anställda och enhandlingsplan framställdes till ledningen.

Seznámení s problematikou systému managementu jakosti. Historie a pojetí jakosti, důvody zájmu o jakost, přístupy k zabezpečování jakosti, přístupy k zabezpečování jakosti ve smyslu norem řady ISO 9000, Mezinárodní organizace pro normalizaci ISO, vývoj systému managementu jakosti podle souboru norem ISO 9000, struktura revidovaných norem, principy norem ISO 9000, procesní přístup, obecný obsah normy ISO 9001. Poskytnutí návodu, jak budovat QMS v organizaci. Popsání zkušeností se zavedením a uplatňováním požadavků na systém managementu kvality dle normy ISO 9001 v malé firmě podnikající v oboru zahradnictví. Posouzení přínosů i nevýhod spojených s implementací QMS do podnikové praxe.

Made available in DSpace on 2016-04-28T20:19:07Z (GMT). No. of bitstreams: 1 2007-Sidnei Barbosa dos Santos.pdf: 2459869 bytes, checksum: 77b9511a12bd503353993cea714db765 (MD5) Previous issue date: 2007-03-20 / In this thesis are studied and evaluated the advantages and benefits of the persistence to get certification ISO 9001/2000 in The Fourth JEC (Juizado Especial C?vel), Special Civil Court Service, of the Court of Justice of the State of Rio De Janeiro. Based upon a theoretical reference in administration standards, the seven tools for the quality control and some inner Court institutional documents, as well as a study of the organization, routines, work processes, tasks, teams and installations of the Fourth JEC, we identified and listed the main potential problems and its related causes; thus, a field research was carried through to determine if these problems and its causes were acting or not and the way the management deals with them in the 2 years period of reorganization (2004-2006) to get certification ISO 9001/2000 in April of 2006. A total of 270 interviews had been carried through in the total, being 122 attorneys (61 related to nowadays and 61 reporting to the 2004 memory); 122 interested people in actions at law (61 related to nowadays and 61 reporting to the 2004 memory); 15 justice workers about the actuality and other 11 reporting to the 2004 memory. The interviews had been carried through 4 weeks, totaling 20 working days, divided in three turns (morning, lunch time and late hours). We found that a majority of the quality deficiencies were solved or a final decision was taken, in special regarding to the fastness of the judicial servicing, self satisfaction by the people interested in actions at law and efficiency, and some other deficiencies, despite of being remaining, were well treated, meaning that the general service quality was substantially improved. By another hand some few deficiencies were not solved yet and some new other were identified in the areas of ergonomics, layout and JEC s furniture, carrying an additional benefit that is the need to fit, each time more, a most stringent servicing quality pattern. / Este trabalho tem o objetivo de estudar e avaliar vantagens e benef?cios decorrentes do empenho para obter a certifica??o ISO 9001/2000 no IV JEC (Juizado Especial C?vel) do Tribunal de Justi?a do Rio de Janeiro. A partir de um referencial te?rico baseado em normas de administra??o, das sete ferramentas de controle da qualidade e de v?rios documentos institucionais internos, assim como de um estudo da organiza??o, rotinas, processos de trabalho, tarefas, equipes e instala??es f?sicas do IV JEC, foram identificados e listados os principais problemas potenciais e suas causas relacionadas; assim, uma pesquisa de campo foi realizada para determinar se estes problemas e suas causas estavam presentes ou n?o e como a gest?o lidou com eles no per?odo de adapta??o de 2 anos (2004-2006) para obter a certifica??o ISO 9001/2000 em abril de 2006. Foram realizadas no total 270 entrevistas, sendo 122 advogados (61 sobre o presente e 61 sobre a mem?ria de 2004); 122 partes de processos atendidas (61 sobre o presente e 61 sobre a mem?ria de 2004); 15 trabalhadores sobre o presente e 11 trabalhadores sobre a mem?ria de 2004. As entrevistas foram realizadas durante 4 semanas, em 20 dias ?teis, divididos em tr?s turnos (manh?, almo?o e tarde). Concluiu-se que a maioria dos problemas foram resolvidos, especialmente no tocante ?s quest?es sobre celeridade, satisfa??o e efici?ncia, outros n?o foram erradicados, mas bem controlados, logo, a qualidade geral foi drasticamente melhorada. Por outro lado, alguns poucos problemas menores n?o foram resolvidos, assim como surgiram alguns poucos novos, como os relativos ? ergonomia, planta e disposi??o do mobili?rio, o que demonstra um benef?cio adicional que ? o refinamento da qualidade.

Managers of government organizations in Jamaica often have difficulty implementing the International Organization for Standardization (ISO) 9001 standard. Jamaica's Minister of Industry, Investment, and Commerce considered ISO 9001 certification as critical for international competitiveness as lacking the standard had the potential to become a barrier to trade. The purpose of this single case study was to explore the strategies that managers of a government organization in Jamaica used to implement ISO 9001 successfully. The conceptual framework was the total quality management concept encompassing Deming's plan-do-check-act cycle. Data collection entailed organizational document reviews and semistructured interviews of 4 managers in an ISO 9001 certified government organization in Jamaica. Data analysis involved interview transcription, keyword and phrase coding, emergent theme identification, and methodological triangulation of the data. Findings were that successful implementation strategies to promote understanding of the ISO 9001 standard included both management commitment and leadership and ongoing awareness, training, and education. Other strategies were customization of the quality management system (QMS) implementation, continuous assessment and update of the QMS, and staff involvement. Social change implications include the potential for government managers and quality practitioners in Jamaica to use the study results to develop or improve strategies for ISO 9001 certification of organizations. ISO 9001 certification might lead to increased organizational competitiveness and enhanced business survival, which may result in the provision of job opportunities for community members and growth in Jamaica's economy.

University of Macau / Faculty of Social Sciences and Humanities / Department of Government and Public Administration

The International Organization for Standardization (ISO) has been facilitating the coordination of industrial standards since 1947 (ISO, 2007), and for many years ISO 9001 has been the most popular standard in the area of quality improvement and management. However many companies face difficulties when implementing it and/or passing the time, a difference between the procedures and the actual processes, which could bring major consequences. The main purpose of this study is to extend the theory of the process of documentation by analyzing the nature of this gap and its causes, create a model to reduce this problem and justify it by studying our problem consequences. The research itself follows the model designed. It starts with document research and on-site observations that revealed several improve opportunities for our case company (Alstom Power Sweden). The results show how important the employee involvement and the management encouragement are for the beneficial use of ISO9001. It also demonstrates that the real value of the documented procedures is the findings during the “making of” and its revisions. Nevertheless, besides analyzing the particular opportunities and giving suggestions for solution, we modeled the vicious cycle that in the general case, organizations might deal with and gave recommendations to break it.

<p>The International Organization for Standardization (ISO) has been facilitating the coordination of industrial standards since 1947 (ISO, 2007), and for many years ISO 9001 has been the most popular standard in the area of quality improvement and management. However many companies face difficulties when implementing it and/or passing the time, a difference between the procedures and the actual processes, which could bring major consequences.</p><p>The main purpose of this study is to extend the theory of the process of documentation by analyzing the nature of this gap and its causes, create a model to reduce this problem and justify it by studying our problem consequences.</p><p>The research itself follows the model designed. It starts with document research and on-site observations that revealed several improve opportunities for our case company (Alstom Power Sweden). The results show how important the employee involvement and the management encouragement are for the beneficial use of ISO9001. It also demonstrates that the real value of the documented procedures is the findings during the “making of” and its revisions.</p><p>Nevertheless, besides analyzing the particular opportunities and giving suggestions for solution, we modeled the vicious cycle that in the general case, organizations might deal with and gave recommendations to break it.</p>