This pilot research survey was undertaken as a result of the need to assess the service quality within Higher Education in general and the Department of Management at UWC in particular. This report focuses on the complexities of measuring service quality in higher education. The quality of service delivery within education is becoming more important as the competition for students increases.<br /> The literature was searched to find a suitable measure with a sound theoretical structure. This measure was then adapted for the department.<br /> <br /> In a preliminary way this instrument was then applied to students in the department and initial results are reported on.<br /> The results revealed that undergraduates overall were uncertain in their attitude to the service quality in the department. On the other hand, postgraduate students tended to rate the service quality rather more negatively (p &lt / 0.004). Furthermore there were no gender differences except for tangibles (p = 000.5).<br /> <br /> This pilot study could serve as a pilot study of the service quality in an academic environment. It is the main contention of this report that students themselves should be part of defining quality.

A intensificação da globalização tem afetado diretamente organizações e pessoas, não é diferente quando se trata das instituições de ensino superior. Desta forma, a internacionalização do ensino superior vem se intensificando e os impulsionadores destes esforços vêm se tornado cada vez mais fortes nos últimos anos. Diante das demandas que surgem neste contexto de intensa globalização, esforços realizados em resposta a este fenômeno são empreendidos, mas muitas vezes sem o alcance dos resultados esperados. O propósito deste estudo é adaptar e propor o Balanced Scorecard (BSC) como ferramenta de auxílio ao processo de gestão da internacionalização do ensino superior às universidades públicas brasileiras. O estudo se justifica pela compreensão de que organizações precisam monitorar seus processos e resultados. Devem se esforçar para conhecer seus pontos fracos e fortes, bem como as possibilidades de correção de desvios e maximização de resultados, assim contribuindo para o alcance de seus objetivos, entende-se que uma ferramenta voltada ao auxílio das atividades relacionadas a internacionalização do ensino superior pode contribuir diretamente para a melhoria do processo. A metodologia adotada para a condução do estudo foi o estudo de caso, desenvolvido em cinco instituições públicas de ensino superior brasileiras de melhor reputação internacional, em acordo com cinco rankings internacionais. A análise dos resultados proporcionou a identificação de seis perspectivas a serem utilizadas no BSC proposto: 1. Perspectiva da mudança organizacional; 2. Perspectiva dos recursos materiais, financeiros e estruturais; 3. Perspectiva do desenvolvimento de pessoas; 4. Perspectiva da inovação curricular; 5. Perspectiva da mobilidade acadêmica e 6. Perspectiva dos stakeholders. A partir da definição destas perspectivas, apresentou-se o mapa estratégico a ser utilizado pelas universidades. / The intensification of globalization has directly affected organizations and individuals, is no different when it comes to higher education institutions. Thus, the Internationalization of higher education has been increasing and the drivers of these efforts has become increasingly stronger in recent years. Faced with the demands that arise in this context of intense globalization, efforts made in response to this phenomenon are undertaken, but often without achieving the expected results. The purpose of this study is to adapt and propose the Balanced Scorecard (BSC) as a tool for the management process of higher education internationalization to the Brazilian public universities. The study is justified by the understanding that any organization needs to monitor their processes and results, should strive to know their strengths and weaknesses, as well as the correction of possible deviations and maximization of results, thus contributing to the achievement of its objectives, it is understood that a tool aimed to support activities related to internationalization of higher education can contribute directly to the improvement of the process. The methodology used to conduct the study was the case study, developed in five best international reputation public higher education institutions in Brazil, in accordance with five international rankings. The analysis provided the identification of six perspectives to be used in the proposed BSC: 1. Organizational change perspective; 2. Material, financial and structural resources perspective; 3. People development perspective; 4. Curriculum innovation perspective; 5. Academic mobility perspective and 6. Stakeholders perspective. From the definition of these perspectives, presented the strategic map to be used by universities.

Made available in DSpace on 2015-03-05T19:13:44Z (GMT). No. of bitstreams: 0 Previous issue date: 19 / Nenhuma / A presente pesquisa propõe a estruturação de uma Arquitetura Informacional para Gestão de Relacionamento com Alunos de Instituição de Ensino Superior (IES) privada, com base na coleta e análise dos dados do Plano de Desenvolvimento Institucional (PDI), na observação participante e nos grupos de foco com alunos e gestores da Instituiçao de Ensino Superior (IES) em estudo. Os temas que tratam de vantagem competitiva e cadeia de valor, estratégias direcionadas ao lucro e rentabilidade, Customer Relationship Management (CRM) e marketing de relacionamento apresentados no referencial teórico, orientam a identificação dos atributos e benefícios que envolvem o termo ‘relacionamento’ e que tenham representatividade para os alunos e gestores. Os temas que tratam de arquitetura informacional e Unified Modeling Language (UML) orientam a estruturação da Arquitetura Informacional. O estudo foi realizado em uma IES privada, localizada na cidade de Porto Alegre/RS, possuindo natureza aplicada com abordagem qualitativa e expl / This work proposes the structuring of Information Architecture for Relationship Management with students in a private higher education institution based on the gathering and analysis of the Institutional Development Plan data, on participative observation and on focus groups with students and management of the university being studied. The topics that deal with competitive advantage and value chain, strategies targeted at profit and profitability, Customer Relationship Management and relationship marketing presented in the theoretical content orientate the identification of the atributes and benefits entailed by the term relationship and that are meaningful to both students and management. The topics that deal with information architecture and Unified Modeling Language orientate the structuring of Information Architecture. The study was carried out in a private institution of higher education located in Porto Alegre/RS possessing an applied nature with a qualitative and exploratory approach enabling the compr

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-06-30T14:52:20Z No. of bitstreams: 1 DISSERT ANDRÉ LUIZ NASCIMENTO VILELA.pdf: 1970987 bytes, checksum: 42900df50bc1be88b780a1795464ebcd (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-07-11T17:26:59Z (GMT) No. of bitstreams: 1 DISSERT ANDRÉ LUIZ NASCIMENTO VILELA.pdf: 1970987 bytes, checksum: 42900df50bc1be88b780a1795464ebcd (MD5) / Made available in DSpace on 2017-07-11T17:27:00Z (GMT). No. of bitstreams: 1 DISSERT ANDRÉ LUIZ NASCIMENTO VILELA.pdf: 1970987 bytes, checksum: 42900df50bc1be88b780a1795464ebcd (MD5) Previous issue date: 2016-07-30 / A Governança Corporativa é um tema muito estudado em todo o mundo, prevalecendo, porém, os estudos referentes à área empresarial abrangendo tanto empresas privadas quanto públicas. Organizações que possuem uma melhor coordenação conseguem se diferenciar das demais, pois elas possuem melhores condições, ferramentas de análise de sua gestão e eficácia, e assim elas logram de competências diversas frente aos demais concorrentes. Parece correto afirmar que algumas organizações no Brasil necessitam de modelos de gestão que contemplem os princípios da Governança Corporativa, bem como as instituições de ensino superior, e que consequentemente, garantam os interesses de todos, da sociedade, do Estado. Neste trabalho, considerando as instituições educacionais como organizações, parte-se do princípio de que, para estas entidades, o modelo de governança corporativa, também pode ser utilizado, pois tal uso poderia provocar uma nova forma de gestão e, além disso, possibilitar a estas organizações adquirir vantagens competitivas e diferenciando-as das demais. Tal questão se revela ainda mais importante porque o mercado brasileiro de ensino superior passa por mudanças, como fusões e aquisições entre as instituições de ensino superior privadas, entrada de grupos internacionais, escassez dos recursos financeiros, diminuição pela procura por cursos superiores e o aumento da competição dentro deste mercado. Portanto, após os estudos realizados numa instituição de ensino superior privada, pode-se chegar à conclusão que, apesar dela não possuir um sistema de governança corporativa estruturada, ela possui vários indicadores que se aproximam deste sistema, à grande maioria do corpo diretivo da instituição possui conhecimento destes indicadores e suas aplicações. Alguns membros do grupo diretivo da IESP credita que através destes indicadores, as atividades relacionadas à gestão foram impactadas positivamente, foi proporcionado assim o aperfeiçoamento dos mecanismos de gestão, a transformação no processo de ensino e na aprendizagem, através destes indicadores pode-se averiguar a melhoria na qualidade da educação desta instituição de ensino superior privada. / Corporate governance is a topic widely studied around the world, prevailing, however, the studies on the business area covering both private companies and public. Organizations that have better coordination can differentiate themselves from the others, because it has better conditions, analysis tools of their management and effectiveness, and so it manages several front skills to other competitors. It seems fair to say that some organizations in Brazil require management models that address the principles of Corporate Governance, as well as higher education institutions, and thus ensure the interests of all of society, the state. In this paper, considering the educational institutions as organizations, we assume that for these entities, the corporate governance model, can also be used, as such use could cause a new form of management and, in addition, enable these organizations acquire competitive advantages and differentiating the others. This question is revealed even more important because the Brazilian market for higher education undergoes changes, such as mergers and acquisitions among private higher education institutions, international groups entry, limited financial resources, decrease the demand for higher education and increasing competition within this market. Therefore, after the studies in a private higher education institution, one can conclude that, although it does not have a structured corporate governance system, it has several indicators that approaches this system, the vast majority of the governing body of the institution You have knowledge of these indicators and their applications. Some members of the steering group of IESP credits that through these indicators, the activities related to management were positively impacted thus was provided the improvement of management mechanisms, the transformation in the teaching and learning through these indicators can determine the improvement in the quality of education of this private higher education institution.

The purpose of this study was to to investigate the impact of leadership practices on service quality in private higher education in South Africa as a source of competitive advantage. Higher education institutions and, more specifically, private higher education institutions, have faced increasing pressure on many fronts in recent years. These pressures include increased competition, lack of support from key constituencies, an increase in the size and diversity of the student population, dealing with changing technology, increased calls for accountability, a higher demand for quality by all the stakeholders involved, more responsibility for research and teaching and greater emphasis on efficient and effective management. The literature review for this study suggested that leadership impacts positively on quality and, equally important, on service quality. The academic leaders at these institutions have a tremendous influence on the quality of the education provided and the service rendered to the growing number of students. Using a quantitative methodology and a cross-sectional survey research design, this study was conducted on five campuses of a prominent private higher education provider across South Africa using two survey instruments. The Leadership Practices Inventory (LPI) questionnaire was utilised to conduct the leadership survey while the SERVQUAL instrument was applied in the service quality survey. The campus principals of the five campuses and some of their selected subordinates completed the LPI survey. The SERVQUAL questionnaires were completed by 984 students from the five campuses. Correlation analysis was the major statistical tool used to analyse the data. The findings of the study indicated a strong positive linear correlation between the leadership practices of principals and service quality to students at these institutions. / Business Management / M. Com. (Business Management)

This pilot research survey was undertaken as a result of the need to assess the service quality within Higher Education in general and the Department of Management at UWC in particular. This report focuses on the complexities of measuring service quality in higher education. The quality of service delivery within education is becoming more important as the competition for students increases.<br /> The literature was searched to find a suitable measure with a sound theoretical structure. This measure was then adapted for the department.<br /> <br /> In a preliminary way this instrument was then applied to students in the department and initial results are reported on.<br /> The results revealed that undergraduates overall were uncertain in their attitude to the service quality in the department. On the other hand, postgraduate students tended to rate the service quality rather more negatively (p &lt / 0.004). Furthermore there were no gender differences except for tangibles (p = 000.5).<br /> <br /> This pilot study could serve as a pilot study of the service quality in an academic environment. It is the main contention of this report that students themselves should be part of defining quality.

Most school management teams (SMTs) do not do their tasks either due to lack of time or inability to fulfil this obligation. Should this be true for South African schools, it would reflect negatively on the SMT job performance. This led to undertaking research in order to ascertain the fit between organisational policies of induction, mentoring, curriculum assessment training and curriculum supervision and the SMT job performance by way of establishing the effect of organisation policy on SMTs’ job performance. The research adopted a descriptive survey research design of the correlational type. Two sets of questionnaires, one for independent variables and the other for the dependent variable, were used to elicit information from the respondents. Some of the findings show that aspiring SMT members need some training so as to know what will be expected of them to do once they get selected as SMT members. It was further proven that common tests that are normally set at the provincial and district and/or school based levels are invariably not of the standard that the Department of Basic Education (DBE) prescribes nationally. The foregoing led to the conclusion that the SMT job practice is invariably not informed by the relevant organisational policies. Hence a cascade model of SMT training is recommended, as is the notion that training toward organisational policies under review should be done cohesively.

Made available in DSpace on 2016-08-02T21:42:28Z (GMT). No. of bitstreams: 1 Antonio Cannas Neto.pdf: 746599 bytes, checksum: 90355b343064f34bacdec88bbe9fea00 (MD5) Previous issue date: 2012-12-11 / The use of technological resources as facilitators of the teaching-learning process, at all levels of education, has been the subject of controversy among researchers of the subject. On the one hand those responsible for education - teachers often resist changes that occur every day in the modern world; on the other hand, the students, who claim for a learning environment with technologic tools they are used to and dominate. Finally, managers of educational institutions, which have a major challenge to provide the resources within the institutions, without allowing, however, that compromise the financial health of the institution. Nevertheless, in Brazil the competition between educational institutions has been fierce, especially in private institutions of higher education. Thus, institutions search a differential to attract your customers, to maintain its financial sustainability. This research sets out to bring the issues of management of higher education with the implementation of technology use represented by the tablet device, showing the results for the management of the institution of higher education before and after their deployment. The methodology of the case study - the institution where he was examined - showed that the implementation of technology has provided competitive advantages for management - through analysis of financial indicators and the development of student base. Technology alone does not prove the advantages desired, however, correlated with a project teaching models used and courseware that addresses the use of technology, logistics costs were reduced and increased the attraction of new students, promoting the competitive advantages of Education Institution. / O uso de recursos tecnológicos como facilitadores do processo ensino-aprendizado em todos os níveis de ensino tem sido objeto de polêmica entre os pesquisadores do tema. Por um lado aqueles responsáveis pelo ensino os professores resistem às mudanças que a cada dia ocorrem no mundo moderno; por outro os estudantes solicitam um ambiente de aprendizagem que utilize as tecnologias as quais estão acostumados e dominam. Por fim, os gestores das instituições de ensino, que possuem um grande desafio de proporcionar os recursos no interior das instituições, sem permitir, contudo, que comprometam a saúde financeira da instituição. Não obstante, no Brasil a concorrência entre as instituições de ensino tem sido acirrada, principalmente nas instituições de ensino superior privadas. Assim, as instituições procuram um diferencial para atrair seus clientes, objetivando manter a sua sustentabilidade financeira. Esta pesquisa se dispõe a aproximar os temas de gestão do ensino superior com a implantação do uso da tecnologia representada pelo equipamento tablet, demonstrando os resultados para a gestão da instituição de ensino superior antes e depois de sua implantação. A metodologia do estudo de caso - na instituição onde foi analisada mostrou que a implantação da tecnologia proporcionou vantagens competitivas para a gestão - por meio da análise dos indicadores financeiros e a evolução da base de alunos. A tecnologia por si só não prova as vantagens desejadas, porém, com um projeto correlacionado ao modelo de ensino utilizado e material didático que contemple o uso da tecnologia, os custos logísticos foram reduzidos e aumentou a atração de novos alunos, promovendo as vantagens competitivas da Instituição de Ensino.

Made available in DSpace on 2016-08-02T21:43:00Z (GMT). No. of bitstreams: 1 Nara Kats.pdf: 1246877 bytes, checksum: fcc76b304bd11048a91818a0c6a5a120 (MD5) Previous issue date: 2010-02-04 / Esta pesquisa estuda a relação entre a gestão do ensino superior e a governança regional do Grande ABC. Trata-se de um estudo de casos múltiplos que objetiva analisar a implantação das Faculdades de Tecnologia FATEC s no ABC e sua relação com o Planejamento Regional Estratégico (PRE). Para tanto, foram estudados a trajetória e o contexto atual das universidades no Brasil; a história e a condição da região hoje; e o próprio Planejamento, concebido em 1999 2000, para contemplar um período de dez anos. Para a aplicação da pesquisa, foram realizadas visitas às unidades selecionadas (FATEC Mauá, FATEC Santo André, FATEC São Bernardo do Campo e FATEC São Caetano do Sul) e entrevistas com seus diretores. Tais entrevistas indicaram que a implantação das FATEC s no Grande ABC ocorreu, principalmente, devido ao plano de expansão do CEETEPS. Porém, através da pesquisa bibliográfica, é possível afirmar que a governança regional já discutia a chegada dessas unidades há anos, mencionando o projeto de implantação no PRE. O desconhecimento dos diretores entrevistados em relação ao PRE afirma a falta de continuidade do trabalho proposto pela governança. Portanto, a discussão política, ou de gestão consorcial da região, em torno do tripé ensino superior (FATEC), Grande ABC e desenvolvimento socioeconômico faz-se necessária e urgente, visando novas propostas para problemas como desemprego, desigualdade social, qualificação de pessoas e educação democrática fatores de desenvolvimento que merecem atenção da governança de uma região com alta expressão econômica e social no Estado de São Paulo e no Brasil.(AU)

Thesis (Dtech( Education))--Cape Peninsula University of Technology, 2010 / The study focused on teacher education in South African universities. The major purpose was to examine how teacher educators in South African universities prepared teacher education students for teaching and learning within a context of quality. It is important to start with quality teachers before being able to speak about quality education because "you cannot give what you do not have" (Parliamentary Monitoring Group of South Africa, 2009:3).Consistent with the postmodern qualitative paradigm I used phenomenology as the strategy of research. The main epistemological assumption was that the way of knowing reality was through exploring the experiences of others regarding a specific phenomenon, in this case teaching and learning of teacher education students. To this end the stories, experiences and voices of the respondents were the medium through which I explored and understood reality embedded in the teaching and learning of teacher education students.The research sites included four Faculties of Education nationally. Purposive sampling was conducted to adequately capture the heterogeneity of institutions especially of those faculties that offer Initial Professional Education for Teachers (IPET) programmes.Purposive sampling was also used to select both students and lecturers because respondents were selected on the basis of some defining characteristic that made them holders of the data needed for the study.