Orientador: Ettore Bresciani Filho / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-03T18:25:29Z (GMT). No. of bitstreams: 1 Bacelar_SoniaReginaBarreto_M.pdf: 1511640 bytes, checksum: f9e59789da07bd444f6fc9340c82cb74 (MD5) Previous issue date: 2003 / Mestrado

Key elements found in areas of organizational commnication which develop into the foundational structure for the comprehensive list of best practices for communication is discerned from the wide array of practices existent in American companies. To remain among the most competitive globally, it is increasingly important to understand how best practices can be utilized to maintain a lead. This can be accomplished by recognizing the importance of American efforts to share knowledge and strategies for competitiveness. The Federal program under the directive of National Institute of Standards and Technology (NIST) manages a program called the Malcolm Baldrige National Quality Award (MBNQA). Using the award summary profiles of the 68 MBNQA recipients, the best practices are studied to reveal the tactics and strategies that influence the best American companies to achieve the highest productivity and successful communication models. The practices measured within the profile summaries of winning organizations are comprehensively packaged for senior leader use in strategic planning and vision deployment. Exploring reoccurring communication models found in the Malcolm Baldrige National Quality Award Program contributes to the body of knowledge in organizational communication studies; by comprehensively providing the practices used for organizational excellence. The seven principles integral to organizational communication methods employed by top national companies can be categorized by these essential communicative functions: adapting to change, adapting new technology, managing information effectively, mentoring for leadership, organizational culture, performance feedback, and supervisor and employee communication. MBNQA recipient application profiles principle attributes were calculated by degrees of contribution to the successful application to organizational communication models. Success is identified by the award criteria with regard to aspects of business which exemplify quality improvement in their approach to deployment, integration, and learning. These areas are looked at in terms of relevance to key factors in varied levels concerning strengths, opportunities, and results.

This study focused on the University of Wisconsin Stout's (UW Stout) implementation of the Malcolm Baldridge Award (MBNQA) Criteria for Educational Performance Excellence. The study had two objectives: (1) to determine administrator, faculty, and staff/support staff perceptions and compare those perceptions; and, (2) to identify the positive and negative views each of the three groups held regarding the implementation process. The study design was a mixed method approach which used both qualitative and quantitative research methodologies. Administrators, faculty, and staff/support staff at UW Stout were randomly selected to participate in the study. The instrument used to gather information contained 26 quantitative, two qualitative, and three demographic questions. Qualitative data were analyzed using analysis of variance with an alpha level established at .05. Results revealed significant differences in participants' perceptions for four of the seven MBNQA categories. Tukey Post-Hoc tests were performed for each of the significant categories. Post-Hoc tests for all four categories indicated that administrative participants had significantly more positive perceptions of MBNQA education criteria implementation than faculty or staff/support staff. A content analysis of the qualitative data revealed five positive themes: (1) Recognition as a Center of Excellence, (2) Pride in Affiliation, (3) Positive Exposure/Marketing Opportunities, (4) Conduit for Continuous Improvement, and (5) Increased Communication. Analysis also revealed nine common negative themes: (1) Perceived Opportunity Costs, (2) Education/Training Needs. (3) A Lack of Continuous Improvement, (4) Increased Workload, (5) Disconnect Between the Award and the University Mission, (6) Campus Climate, (7) Increased Quality Expectations, (8) Decisions Being Made Without Following the Baldridge Model, and (9) Insufficient Employee Recognition. Study findings may provide insight regarding employees' differing views of quality implementation at the university level. Results of this investigation may be useful to quality consultants who assist others in the establishment of institutional quality initiatives as well as higher education administrators who are considering MBNQA criteria implementation at their own institutions. / Ph. D.

Supply chain management (SCM) and quality management (QM) share some common literature and have overlapping domains that reinforce each other in the supplier and customer relationship management areas. Despite the recognized importance of supplier and customer relationships toward achieving quality goals, limited prior research examines whether SCM represents a distinct construct within the prominent existing quality focused organizational frameworks such as the Malcolm Baldrige National Quality Award (MBNQA). As a result of the absence of the SCM construct in the frameworks, the problem facing researchers is understanding the role of SCM in the implementation of QM practices within an organization. Such an understanding is key to QM theory development for the 21st century organizations. In order to conduct this investigation, we examine several well-studied quality focused organizational frameworks that are validated among the community of researchers, and, widely accepted among practitioners. However, which of these well-known quality management models serve as the best proxy for a quality focused organizational framework is an important area for research in order to better promote QM worldwide. This research involves three essays and uses a mixed methodology of qualitative and quantitative research. Essay 1 compares well-known national quality award frameworks such as the MBNQA, the Deming Prize, and the European Foundation for Quality Management (EFQM) Award through analysis of the extensive literature on each as well as examination of the government documents about the frameworks. Comparisons show the Baldrige framework most widely serves as basic model for national quality award frameworks to increase the awareness of quality and promote the best QM practices. After reviewing the categories and their weightings in the frameworks of MBNQA, the Deming Prize, and the EFQM Award, we identify opportunities to refine the frameworks and promote QM theory development. Essay 2 fills a critical research gap by assessing the effectiveness of the Baldrige framework within a government organization and by comparing the effectiveness of the categories of the Baldrige framework in government to the effectiveness of the categories in different industries. This study examines the relative effectiveness of each Baldrige category in the MBNQA 2013-2014 framework using data from a municipal government. It tests the hypothesized research model employing partial least squares - structural equation modeling (PLS-SEM). Drawing on contingency theory, it explores the commonalities and differences of the effectiveness of Baldrige categories across different industries by comparing our results with summarized prior research findings of interrelationships among the Baldrige categories. Essay 3 posits a restructured Baldrige framework after conducting a rigorous literature review on SCM and examining the Baldrige framework and categories associated with SCM. This work includes a longitudinal set of studies that test the hypothesized research model based upon the newly posited restructured theoretical framework using PLS-SEM on survey data from three different time periods over 20 years across a variety of organizations. The results support that the restructured framework provides a good model fit when the SCM construct is independently identified and included within the framework. The comparison from the longitudinal analysis provides significant insights for theory evolutions of leadership, SCM, and information systems constructs. Additionally, this longitudinal investigation over 20 years supports the evolution of the Baldrige framework as it was revised over time. Most importantly the work posits and supports the new theory development and shows the overarching importance of the SCM as a major organizational construct.

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The purposes of this study were: (a) To determine whether full-time teaching faculty and full-time administrators perceive the Malcolm Baldrige National Quality Award (MBNQA) 1998 Education Criteria for Performance Excellence (ECPE) to be appropriate for assessing Virginia community colleges, and (b) To determine if differences in perceptions exist regarding demographic variables among full-time teaching faculty and among full-time administrators in the use of these criteria to assess Virginia community colleges. Data were collected from a random sample of 129 full-time teaching faculty and 57 full-time administrators using the seven categories and 18 items of the 1998 ECPE. Demographic factors included years of teaching experience in education, years of administrative experience in education, major teaching area, highest degree level earned, college enrollment, and age. A mean was calculated on the perceived appropriateness of each of the 18 items of the 1998 ECPE for faculty and administrators. A t test or an analysis of variance was conducted on the scale means for faculty and administrators to determine if differences exist regarding demographic variables and the perceived appropriateness of the 18 items of the 1998 ECPE by faculty and administrators. The Scheffe post hoc analysis revealed a significance difference for administrators in the college transfer and the technical classifications of major teaching area. The major conclusions were: (1) faculty and administrators perceived the 1998 ECPE as "somewhat appropriate" for assessing Virginia community colleges, (2) faculty and administrators perceived each of the 18 items of the 1998 ECPE as "somewhat appropriate" for assessing Virginia community colleges, (3) the major teaching area was not a factor in full-time teaching faculty members' perceptions of the 18 items of the 1998 ECPE's appropriateness for assessing Virginia community colleges; however, the major teaching area was a factor in full-time administrators' perceptions and this statistically significant difference could possibly be attributed to their low rate of response with only 47.4% of administrators surveyed responding to this question, and (4) years of experience in education, highest degree level earned, college enrollment, and age were not factors in full-time teaching faculty members' or full-time administrators' perceptions of the 18 items of the 1998 ECPE's appropriateness for assessing Virginia community colleges.

美國馬康巴立治國家品質獎 （MBNQA）的卓越績效標準被公認為是質量管理最佳實踐的準確反映。自1988年推出以來，為了保持其最佳實踐，MBNQA 準則標准通過多次修訂而不斷的更新，並協助美國組織檢測改進領域，為參與者帶來變化和積極成果。 本研究探討了台灣製造業質量管理與經營業績之間的關係。通過實施MBNQA績效卓越標準作為基準框架，本研究假設質量管理與強化領導力，戰略，客戶，知識管理，員工隊伍和運營的各個方面有強烈的相關性。 本研究採用個案研究法以及透過與副董事長和品保部經理深入訪談。結果顯示： • 雖然作為世界前五大繼電器工廠，目前個案公司的市場份額不足10％。儘管訂單有所增加，但由於中國經濟成熟，該公司未能實現達成訂單數量的目標。因此，他們正計劃開發一個採用智能化的現代化工廠，並於在2019年中完成。 • 為了提高市場份額和因為生產能力的限制，公司調整了資源分配。 2005年，他們降低了低利潤率家用電器繼電器的產量，並專注於汽車繼電器和綠色能源。兩者都為公司帶來更高的利潤，並被認為是未來的主要收入來源。 • • MB績效卓越標準的第七項核心價值（流程，以客戶為中心，員工隊伍，領導力和治理以及金融和市場）都顯示出了積極成果。但是在客戶服務，培訓方式，CSR活動等方面還可以再進一步提升。 / The Performance Excellence Criteria for the Malcolm Baldrige National Quality Award (MBNQA) are widely acknowledged as an accurate reflection of quality management best practices. Since its introduction in 1988, in the effort to maintaining its best practices, the Baldrige Criteria have continuously evolved through numerous revisions and has assisted United States’ organizations in detecting areas for enhancements, bringing forth changes and positive outcomes for participants. By implementing The Performance Excellence Criteria for MBNQA as the benchmark framework for the case company in Taiwan, this study hypothesizes that high quality management is correlated with the improvements throughout dimensions of leadership, strategy, customers, knowledge management, workforce and operations. This study employs the methods of case study as well as in-depth interviews with the vice chairman and the quality assurance manager. The results show: • Being known as the fifth largest relay plant in the world, currently, the market share of the case company accounts for less than 10%. Even though there are orders coming in, the company has not been able to fulfill them due to the developed Chinese economy. Thus, they are planning to develop a modern factory adopting the use of intellectual standards to be completed by mid-2019. • For market share improvement and production capacity limitations, the company has adjusted their resource allocation. In 2005, they lowered their production of their low profit turnover home appliance relays and focused on automotive relays and green energy. Both resulted in a higher profit generation for the company and are believed to be the future primary source of revenue. • The seventh core value of the MB Performance Excellence Criteria under results (process, customer-focused, workforce, leadership & governance and financial & market) has all shown positive outcomes. However, aspects such as customer service, training methods, CSR activities still has room for further enhancements.

RPA, AI och IPA blir allt mer populära verktyg inom företagande. Detta trots att det till stor del saknas teoretisk förankrad förståelse för vilka förmågor teknologierna besitter och hur de kan understödja företagsledning. Som ett svar på den bristande tillgängligheten av forskning kring ämnet, syftade denna studie till att på ett inkluderande och övergripande plan, samla teknologiernas förmågor och nytta. Varpå dessa kunde kopplas mot verksamhetsstyrning i form av konceptet TQM. Studien genomfördes som en kvalitativ enfallsstudie, där fallet utgjordes av ett internationellt teknikföretag som arbetar med applikationer kopplat till teknologierna. Den empiri som fallet erbjöd samlades in genom semistrukturerade intervjuer, där företagets personal utgjorde studiens respondenter. Empirin jämfördes sedan med och kompletterades av den tidigare spridda teoretiska forskningen kring RPA, AI och IPA:s nyttjande och nytta. Ur sammankopplingen skapades en modell vilken gav en bred bild av teknologiernas nytta i relation till TQM och MBNQA-modellen som nyttjades för att konkretisera TQM. Resultatet antydde att RPA, AI och IPA kan utgöra viktiga verktyg för att stödja verksamhetsstyrning enligt TQM, och bidrog med en bred teoretisk referensram för teknologiernas förmågor i relation till verksamhetsstyrning. Studien belyste även behovet av mer forskning kring teknologiernas snabbt föränderliga förmågor i relation till verksamhetsstyrning och TQM. / RPA, AI, and IPA are becoming increasingly popular tools in the business sector. Despite their growing prevalence, there is a significant lack of theoretically grounded understanding of the capabilities these technologies possess and how they can support corporate management. In response to this research gap, the aim of this study was to comprehensively and inclusively gather the capabilities and benefits of these technologies. Subsequently, these factors were linked to business management through the concept of TQM. The study was conducted as a qualitative single-case study, with the case comprising an international technology company working with applications related to these technologies. The empirical data were collected through semi-structured interviews, with the company's personnel serving as the study's respondents. This empirical data were then compared with and supplemented by existing scattered theoretical research on the utilization and benefits of RPA, AI, and IPA. From this synthesis, a model was developed that provided a broad view of the technologies' benefits in relation to TQM and the MBNQA model, which was used to concretize TQM. The results suggested that RPA, AI, and IPA can serve as important tools to support business management according to TQM, and contributed a broad theoretical framework for the capabilities of these technologies in relation to business management. The study also highlighted the need for further research on the rapidly evolving capabilities of these technologies in relation to business management and TQM.

Made available in DSpace on 2010-04-20T20:20:35Z (GMT). No. of bitstreams: 1 136782.pdf: 844548 bytes, checksum: f94ae320c5baa61d9a3c8b068bb0a094 (MD5) Previous issue date: 2005-03-04T00:00:00Z / Este estudo é uma análise do processo de geração de valor ao acionista do Prêmio Nacional da Qualidade (PNQ) e do Malcolm Baldrige National Quality Award (MBNQA), feita através do estudo de caso das métricas financeiras utilizadas por oito empresas vencedoras destes prêmios em 2002 e 2003. Objetivo: Identificar consistências e complementaridades entre o PNQ e o MBNQA e objetivos financeiros de geração de valor ao acionista, verificando se as métricas utilizadas pelas oito empresas são consistentes com estes conceitos. Método: Estudo de caso das métricas financeiras utilizadas em 2002 e 2003 por três empresas vencedoras do PNQ e por cinco empresas vencedoras do MBNQA, comparando-as com métricas financeiras recomendados pela bibliografia de finanças na área de geração de valor ao acionista. Resultados: As empresas monitoraram indicadores operacionais importantes (direcionadores de valor), mas a maior parte das métricas financeiras utilizadas está mais ligada a medidas contábeis e de performance passada do que a métricas de geração de valor ao acionista. Conclusão: Verificou-se que as métricas financeiras utilizadas pelas oito empresas não estão consistentes com os conceitos de finanças na área de geração de valor ao acionista e não permitem a correta medição do seu processo de geração de valor. Por outro lado, o fato do PNQ e do MBNQA levarem ao acompanhamento sistemático de indicadores direcionadores de valor, a revisões periódicas destes indicadores e a busca de melhorias e alinhamento com a estratégia da empresa é positivo, podendo gerar bons resultados para as empresas. A utilização conjunta da metodologia do PNQ e do MBNQA com a disciplina de finanças tem grande potencial de gerar valor para os acionistas.

The business performance management (BPM) framework helps an organization continuously adjust and successfully execute its strategies. BPM helps increase flexibility by providing managers with an early alert about changes and, as a result, allows faster response to such changes. The Malcolm Baldrige National Quality Award (MBNQA) framework provides a basis for self-assessment and a systems perspective for managing an organization's key processes for achieving business results. The MBNQA framework is a more comprehensive framework and encapsulates the underlying constructs in the BPM framework. The objectives of this dissertation are fourfold: (1) to validate the underlying relationships presented in the 2008 MBNQA framework, (2) to explore the MBNQA framework at the dimension level, and develop and test constructs measured at that level in a causal model, (3) to validate and create a common general framework for the business performance model by integrating the practitioner literature with basic theory including existing MBNQA theory, and (4) to integrate the BPM framework and the MBNQA framework into a new framework (BPM-MBNQA framework) that can guide organizations in their journey toward achieving and sustaining competitive and strategic advantages. The purpose of this study is to achieve these objectives by means of a combination of methodologies including literature reviews, expert opinions, interviews, presentation feedbacks, content analysis, and latent semantic analysis. An initial BPM framework was developed based on the reviews of literature and expert opinions. There is a paucity of academic research on business performance management. Therefore, this study reviewed the practitioner literature on BPM and from the numerous organization-specific BPM models developed a generic, conceptual BPM framework. With the intent of obtaining valuable feedback, this initial BPM framework was presented to Baldrige Award recipients (BARs) and selected academicians from across the United States who participated in the Fall Summit 2007 held at Caterpillar Financial Headquarter in Nashville, TN on October 1 and 2, 2007. Incorporating the feedback from that group allowed refining and improving the proposed BPM framework. This study developed a variant of the traditional latent semantic analysis (LSA) called causal latent semantic analysis (cLSA) that enables us to test causal models using textual data. This method was used to validate the 2008 MBNQA framework based on article abstracts on the Baldrige Award and program published in both practitioner and academic journals from 1987 to 2009. The cLSA was also used to validate the BPM framework using the full body text data from all articles published in the practitioner journal entitled the Business Performance Management Magazine since its inception in 2003. The results provide the first cLSA study of these frameworks. This is also the first study to examine all the causal relationships within the MBNQA and BPM frameworks.