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No. of bitstreams: 1 Dissertação - Péricles Teixeira Veiga.pdf: 7686874 bytes, checksum: f3eedfcab0405ab726e82c6388f4eca6 (MD5) Previous issue date: 2013-08-09 / Não Informado. / Between the years 2008 to 2013, the federal government got a strategy to organize the technical learning system network at countryside of Amazonas State by appointing the IFAM - Amazon Federal Institute as a provider to introduce middle and technical schools campus in Amazonas cities. However several physical location construction buildings of this program were delayed or got its structural modifications from original project that does not accomplish the terms and conditions established by the public administration; some of this constructions building suffer work interruption, causing a frustration to the citizen that created expectation on this program. In this vein, the objective of this research was to identify the most efficient building techniques construction to the execution of this works in countryside of the Amazonas State, as well as, to identify the agents that cause their delays and interruptions by comparing with the building techniques accomplished in other countries. The best construction techniques were evaluated by the Performance Identification of Production (IDP) idealized by Gosch and Cardoso (2012), where the companies with the best grades have the best performance. By bibliographic methodology survey to the base and identification of the theoretical point being verified the study case technique as the ideal object research form. The questionnaire to the companies and the users of the schools construction buildings in the countryside of the Amazonas State was the tool of data gathering to answer the research problem. In this research, it is presented the way of performance identification of the companies for comparisons process, as well as, the presentation of the building techniques applied nowadays by the winner companies of the bidding process of IFAM in the countryside of the Amazonas State. By the result obtained from this research, were analyzed the inputs received from construction companies administration staff interviewed, as well as, were consolidated the best practices and techniques for the way to improve the construction of building on the countryside of Amazonas State. / No período entre os anos de 2008 a 2013, o governo federal optou pela estruturação da rede de ensino técnico no interior do estado do Amazonas designando para tal o Instituto Federal do Amazonas (IFAM) para implantar Campus de ensino médio e técnico em municípios do estado do Amazonas. Contudo, diversas obras públicas no interior do estado do Amazonas não cumprem seus prazos, sofrem adequações de serviços e projetos onde em alguns casos até mesmo paralisam a execução destas obras causando frustrações à população que faz uso destas construções. Neste contexto, o objetivo deste trabalho de pesquisa foi identificar as técnicas construtivas mais eficientes para a execução de obras de engenharia no interior do estado do Amazonas, bem como, os fatores que causam os atrasos e paralisações das mesmas, comparando-os com técnicas construtivas executadas em outros países. As melhores técnicas foram avaliadas através do Identificador de Desempenho da Produção (IDP) idealizado por Gosch e Cardoso (2012), onde as empresas com as melhores notas possuem o melhor desempenho. A partir do levantamento bibliográfico para fundamentação e identificação do marco teórico foi verificada a técnica de estudo de caso como a forma ideal de pesquisa do objeto. O questionário às empresas e aos usuários da edificação construídas no interior do estado do Amazonas foi a ferramenta utilizada para a coleta de dados que permitiu buscar uma resposta ao problema da pesquisa. Foi apresentada neste trabalho a forma de identificação de desempenho das empresas para posteriores comparações e a apresentação das técnicas construtivas utilizadas atualmente pelas construtoras vencedoras de certames licitatórios do IFAM no interior do estado do Amazonas. Como resultados obtidos, foram analisados os comentários feitos pelos administradores das empresas entrevistadas assim como elencado um apanhado das melhores técnicas para a condução de obras em municípios do interior do Amazonas.

A Farmácia Hospitalar tem por finalidade promover o uso racional do medicamento, pesquisando e gerenciando produtos com qualidade, desenvolvendo profissionais e prestando assistência integrada ao paciente e à equipe da saúde, com responsabilidade socioambiental. Dessa forma, o desenvolvimento de um modelo de construção e aplicação de um conjunto de indicadores de desempenho na Farmácia Hospitalar com foco na comparabilidade é imprescindível para o monitoramento dos resultados e o estabelecimento da melhoria contínua dos serviços prestados aos pacientes e à equipe da saúde, de forma alinhada às diretrizes institucionais. Objetivo: Desenvolver um modelo de construção e aplicação de um conjunto de indicadores de desempenho na Farmácia Hospitalar com foco na comparabilidade. Método: Utilizou-se do método qualitativo Pesquisa-ação, sendo que na fase exploratória se fez o diagnóstico da amostra do estudo; na realização dos seminários se fez a sensibilização dos sujeitos da pesquisa, análise, seleção, construção, aplicação em campo e validação da ficha técnica e especificações para construção, e do conjunto de indicadores de desempenho. Realizou-se 22 seminários presenciais de forma estruturada. A amostra foi intencional de seis hospitais (3 públicos e 3 privados) e os sujeitos da pesquisa os farmacêuticos especialistas tomadores de decisão na Farmácia Hospitalar. A coleta de dados foi realizada no período de setembro de 2006 a abril de 2008, foram aplicados dois questionários e sete formulários (manual ou eletrônico). Os dados coletados foram tratados em forma de quadros, tabelas, figuras, gráficos, cálculos de somatório, porcentagem, freqüência, média aritmética e mediana, como também, compilação por semelhança e agrupamento por categorias-chave, e apresentados de forma consolidada, para obtenção de consenso quando necessário. Resultados: Apresentou-se a caracterização do Hospital e da Farmácia Hospitalar; obteve-se o aprimoramento da ficha técnica e especificações para construção de indicadores; foi selecionado, construído, aplicado em campo e validado um conjunto com 12 indicadores de desempenho passíveis de comparação. Verificouse o grau de dificuldade e vantagens obtidas da aplicação de indicadores. Apresentou-se a estrutura para o desenvolvimento do modelo de construção e aplicação de um conjunto de indicadores de desempenho na Farmácia Hospitalar com foco na comparabilidade. Conclusão: Os resultados obtidos na pesquisa evidenciam a hipótese formulada de que, o desenvolvimento de um modelo de construção e aplicação de um conjunto de indicadores de desempenho sistematizado e passível de comparação, é factível na Farmácia Hospitalar, assim como, busca contribuir com a disseminação da cultura de utilização de indicadores de desempenho, possibilitando a Farmácia Hospitalar se comparar com referenciais internos e externos, promovendo as melhores práticas embasadas em evidências objetivas / The Hospital Pharmacy has as objective to promote the rational drug use, by researching and managing products with quality, creating professionals and providing integrated assistance to the patient and the health team, with socialenvironmental responsibility. For this, the development of a construction model and application of a set of performance indicators in the Hospital Pharmacy with focus on the comparability is absolutely necessary for monitoring results and setting up the continuous improvement of the services provided to patients and to the health team, aligned with the institutional guidelines. Objective: To develop a construction model and application of a set of performance indicators in the Hospital Pharmacy with focus on the comparability. Method: The action-research qualitative method was used and in the exploratory stage was made the diagnosis of the study sample; the awareness of the research people arose from the seminars, the analysis, selection, construction, field application and validation of the data sheet and specifications for construction, and of the set of performance indicators as well. Twenty-two seminars in situ took place in a structured way. The sample was intentional and designed by six hospitals (three public and three private hospitals) and the people of the research were the decision-makers specialist pharmacists in the Hospital Pharmacy. The collection of data was carried out from September, 2006, to April, 2008; two questionnaires and seven forms were applied (manually or electronically). The collected data were arranged in the form of pictures, tables, figures, graphs, total sum calculations, percentage, frequency, arithmetic and medium average, as well as, compilation by similarity and grouping by key-categories, and presented in a consolidated way for consensus building if necessary. Results: The improvement of the data sheet and specifications for construction of indicators was achieved; a set with twelve performance indicators subject to comparison was selected, constructed, applied in field and validated. It was verified the degree of difficulty and advantages obtained in the application of the indicators. The structure for the development of the construction model and the application of a set of performance indicators in the Hospital Pharmacy with focus on the comparability was presented. Conclusion: The results achieved in the research show clearly the formulated hypothesis, which the development of a construction model and the application of a systemized set of performance indicators and subject to comparison, is tangible in the Hospital Pharmacy, as well as, seeks to cooperate with the dissemination of the culture of the performance indicators use, enabling the Hospital Pharmacy to be compared with internal and external references, by fomenting the best practices based on objective evidences

<p>Predmet istraživanja predstavlja definisanje i analizu ključnih indikatora performanse prilikom donošenja strateških odluka u industrijskim preduzećima. Ispituje se uticaj ključnih indikatora performanse na organizovanje efektivne i efikasne proizvodnje uz minimalne troškove, kao i uticaj lojalnosti zaposlenih na performansu u uslužnim preduzećima. Pored naučnog doprinosa u oblasti menadžmenta, istraživanje ima i praktičnu primenu.</p> / <p>The research subject is defining and analyzing key performance indicators for making strategic decisions in industrial companies. Examines the impact of key performance indicators for organizing effective and efficient production with minimum costs, and the impact of employees&#39; loyalty to the performance of the service companies. In addition to scientific contributions in the field of management, the research also has practical application.</p>

Esta pesquisa analisa a influência dos indicadores no desempenho das Instituições de Ensino Superior. Para isso, foi realizado uma pesquisa em duas etapas. Na primeira, identificou-se na literatura um conjunto de indicadores e dimensões que foram submetidos a onze especialistas em ensino e gestão de desempenho. Desta etapa resultou um dashboard composto por nove dimensões e 67 indicadores. Em uma segunda etapa, foi realizado um survey com 109 instituições de ensino, utilizando estes indicadores. Como resultados, todos os especialistas ressaltaram a importância da gestão de desempenho para o atingimento dos resultados e objetivos estratégicos, assim como as principais relações de causa e efeito. A partir do survey realizado, o estudo apresenta, por meio dos testes qui-quadrado, de regressão logística múltipla e de análise de correspondência múltipla associações entre o IGC da instituição e a presença, a importância e a forma como os gestores usam os indicadores. Analisando conjuntamente a presença, a importância e o uso dos indicadores na tomada de decisão, percebe-se que apenas dois indicadores - vínculo a programas internacionais (em sua unidade ou fora dela) e alunos que fazem mais de um curso (fidelização) - mostraram-se associados ao IGC em todas as análises estatísticas. Analisado as dimensões, apenas \"Acadêmico\", \"Sociedade/extensão\" e \"Financeiro\" não se mostraram associadas ao IGC em pelo menos uma análise. As dimensões \"Internacionalização e Pesquisa\", \"Aluno/Cliente\" e \"Mercado\" foram as dimensões que se apresentaram mais associadas ao IGC, o que ocorreu em no mínimo 50% dos testes realizados. Do ponto de vista gerencial, esta pesquisa apresenta um dashboard de gestão para instituições de ensino superior. Destaca-se a apresentação de indicadores e dimensões para se gerenciar uma instituição de ensino e a forma como esses indicadores e dimensões estão associados ao IGC. / The aim of this research is to analyze the influence of performance indicators on the performance of High Education Institutions. For this, the research\'s been organized in two different stages. For the first stage, a set of indicators and dimensions were identified in the literature which were submitted to eleven specialists in teaching and performance evaluation. As result, this stage led to a dashboard composed of nine dimensions and 67 indicators. In the second stage, a survey was carried out with 109 educational institutions, using the 67 indicators. In the result, all experts emphasized the importance of performance management to achieve strategic results and goals, as well as the main relationships of cause and effect. From the survey conducted, the study presents, through chi-square tests, multiple logistic regression and multiple-correspondence analysis, the associations between the IGC of the institution and the presence, importance and the way managers use the indicators. By analyzing the presence, importance and use of the indicators in a whole, in the decision-making process, what can be noted is that only two indicators - international programs links (same institutions or partnership) and students enrolled to more than one course (loyalty) were associated to IGC in all statistical analyzes. Analyzing the dimensions, only \"Academic\", \"Society / extension\" and \"Financial\" were not shown to be associated with the IGC in at least one analysis. The dimensions \"Internationalization and Research\", \"Student / Customer\" and \"Market\" were the most associated dimensions with the IGC, which occurred in at least 50% of the performed tests. From an administrative point of view, this research presents a management dashboard for high education institutions. It is worth to highlight the presentation and dimensions of indicators to manage an educational institution and the way these indicators and dimensions are associated with the IGC.

The recent reports by Institute of Medicine, `To Err is Human' and `Crossing Quality Chasm', revealed a large prevalence of medical errors and substandard care in US hospitals. Since then there has been a substantial increase in the efforts to measure and improve quality of care. The objective of this study was to compare the quality of care across hospitals using available performance indicators and examine the association between organizational factors and hospital performance. The main focus of this study was on important structural attributes of hospitals, namely - teaching status, location and market competition. The Nationwide Inpatient Sample for years 2003 and 2005, and the State Inpatient Database for years 2004 to 2006 were used for analyses. Two types of hospital performance indicators were examined to compare quality of care - Patient safety indicators developed by Agency for Healthcare Research and Quality, and process of care indicators developed by Centers for Medicare and Medicaid services. Multivariable regression analyses were performed using generalized estimating equations and random effects regression models. Several organizational factors as well as patient characteristics were included in the multivariable models as control variables. Overall, the results from this study showed an inconsistent relationship between teaching status, location of hospitals or market competition and quality of care in hospitals. In addition, the results demonstrated that isolating potential effects of hospital structure on outcomes requires controlling for the variation in patient characteristics, such as age and comorbidities, which increase patients' risk for incurring patient safety events. The findings from this study provide useful insight into the areas where the patient safety and quality initiatives should be focused. Moreover, the results identified the organizational factors that are relevant to certain types of hospitals and which should be considered before evaluating quality of care and enacting any policies about publicly reporting of performance or payment initiatives that are relevant to these hospitals.

<p>After several years practice and research, companies and researchers have agreed thatmanagement of a company can not only rely on financial performance measures, butnon-financial measures should be also included in the set of tools. One of the mostpopular approaches to solve this problem are BSC (Balanced Scorecard) combiningwith KPI (Key Performance Indicators).Balanced Scorecard has been introduced by Kaplan and Norton in 1992 whichconsists of a set of financial and non-financial measures which are categorized in fourperspectives “financial”, “customer”, “internal processes”, and “learning and growth”.Key performance indicators are financial and non-financial metrics used to help acompany define and measure progress toward goals and KPIs are typically tied to anorganization's strategy through Balanced Scorecard.In this thesis we limit our study to the Mobile Network Operator industry, use casestudy, as the research design, with a combination of quantitative and qualitativeresearch methods. We summarized the limitation of the initial Balanced Scorecard,discussed the demand and benefits of strategy map, researched on principles andcriteria of a suitable strategy map. Ultimately, we formulated the process of how todesign a strategy map.In practice, after several years of dramatic development, along with the saturation ofthe market and the fierce competitions, mobile network industry stepped into the ageof depression; the sudden huge profits have been over. While a new wirelesstechnology, 3G offers the mobile network operators (MNOs) a new chance toimprove their value added services with high speed bandwidth from 3G technology,and make more profit from it. European 3G markets is the most competitive anddeveloped now, while the Japan 3G was already in an advanced level. In the recentyears, China as the biggest developing country also wants to start the 3G market.With the defined KPIs, we benchmarked the performance of China Mobile to thethree world’s leading MNOs, Vodafone, “3”, and NTT; ascertained the situation ofChina Mobile, set goals and discovered the cause-effect linkage of the KPIs, andfinally formulate a strategy map for China Mobile according to the analysis. Thestrategy map is based on four perspectives, financial, customers, internal and learningand innovation perspectives, and in each perspective, practical solutions which arebased on their strengths and weaknesses are provided. With the help of this research,the company can trace their problems and find the solutions for them.</p>

<p>This final thesis was performed at Ericsson in Gävle between April and June of 2008. Ericsson is a world leading manufacturer of radio base stations (RBS), which handles mobile phone traffic with 2G and 3G technology. The main purpose of this study is to examine if two different types of products (RBS and site material) should have different terms and conditions, today the terms and conditions are the same for both types.</p><p> </p><p>During the course of our study we have tried to think of the terms reliability, validity and generalization. The intention in doing that was to keep the thesis at a high academic level. To name an example of this we have tried to keep our minds at an objective level during the interviews and informal conversations. This was done to keep our minds open and help us draw our own conclusions.</p><p> </p><p>Through our literature studies we have identified a few guidelines that are important to consider when you’re formalising terms and conditions. Later the constructed guidelines are compared to the information about Ericsson’s routines which is collected from interviews, Ericsson’s intranet and informal conversations. After a discussion we were able to see some conclusions about the formalising of terms and conditions.</p><p> </p><p>One conclusion this study has resulted in is that it’s difficult to say whether the same terms and conditions can be used for different types of products. It is likely that it would be possible to have different terms and conditions, but to design these there would take more research in how the organization in question handles their orders and everything around them.</p><p> </p><p>To complement the results of this final thesis more case based studies should be conducted within the subject of terms and conditions in the order process. Our reason to think this way about further studies is that we felt the currently existing theories to be few and far between in our research.</p>

<p>The main purpose of this study is to define important criteria to consider when selecting and implementing performance measures on a strategic, tactical and operational level. The thesis is built around the questions "What to measure" and "How to measure". Generally within the thesis the question of "what" concerns different frameworks and working procedures that can be used to determine what to measure, while the question of "how" concerns criteria to consider when implementing performance measures, such as how to design measure formulas and targets, how to communicate measures, etc.</p><p>The study has been conducted as a qualitative study, where the empirical data has been collected through interviews and by using information material from the case company. The purpose of the case study was to test the theoretical framework. The studied case company was Sandvik Process Systems, a product area within the Sandvik group. The case study was complemented by two minor comparative studies of companies also belonging to the Sandvik group. In total the study comprised interviews with 15 persons within different organizational levels.</p><p>Several different frameworks aiming to help organizations to answer the question of what to measure have been developed during the last decades. The frameworks differ more or less, but theorists appear to agree on several matters. My conclusions of the most important criteria to be taken into consideration when answering the question of what to measure is:</p><p>* Complement the outcome measures, i.e. the financial measures that show the results from past efforts, by pro-active performance drivers - the measures that drive the future performance</p><p>* Ensure linkage between performance measures and company vision and strategic objectives</p><p>* Involve the co-workers in the process of developing measures</p><p>* Use an overall comprehensive view and methodic approach</p><p>* Limit the amount of measures</p><p>* Retain the methodic approach – manage the performance measurement system</p><p>After answering the question of what to measure there are also a number of important criteria to consider when it comes to how to measure and implement measures into the organization:</p><p>* Define measure purposes</p><p>* Assign reasonable targets to the measures</p><p>* Consider the field of application when designing a performance measure</p><p>* Communicate the performance measures</p><p>* Specify the measures</p><p>Despite attempting to simplify a complicated reality the frameworks aiming to help organizations to select measures are all rather complex. Hence, to develop and implement a PMS (Performance Measurement System) by the book will imply an extensive project for any company. How time- and resource demanding the project will become will differ from one company to another. Thus, a general conclusion of this study is that a company must start out from its own conditions in order for the development and implementation not to become too complex a project, where the organization loses focus and fails to manage the project all the way through.</p><p>Companies must consider factors such as the size and complexity of the organization, how the business is controlled and managed as well as the structure and control of an already existing PMS. For large organizations, already possessing a rather unstructured PMS, the best approach could be to look upon the development as a constantly on-going activity in the spirit of continuous improvements, rather than a complex project running over a limited time. A vital success factor is also to communicate the intentions to the whole organization at an early stage. If the whole organization is aware of the intention and the purpose this will facilitate the process of developing and implementing a successful PMS.</p>

Ett styrverktyg som används flitigt i dagens företag är målstyrning. Syftet med denna uppsats är att undersöka processens utformning när övergripande mål bryts ner till försäljningsmål och dess påverkan på medarbetarnas motivation. Med utgångspunkt i Latham och Lockes målsättningsteori påvisas hur målens utformning inverkar på medarbetarnas motivation. Angreppssättet för studien var kvalitativa intervjuer. I uppsatsens slutsatser konstateras att målen utformas centralt i det företag som studien utförts på. Vidare har budgetprocessen en central roll i nedbrytningsprocessen och viss förhandling om målen sker mellan olika nivåer i företaget. Medarbetarna upplever att målen har inverkan på deras motivation. Den positiva påverkan kan härledas från målens tydlighet, kontinuerlig uppföljning, viss delaktighet och tillgången till stöd. Studien har dock visat att alla mål inte upplevs motiverande. Den svaga motivationen inför vissa mål kan kopplas samman med att den rådande målstyrningen gör det svårt att sätta mål med hänsyn till varje enskild individs förutsättningar. Dessutom är möjligheten att påverka målen endast marginell på lägre nivåer. Vidare upplevs vissa mål orimliga vilket väcker känslor som irritation och uppgivenhet.

The science of disaster medicine is more a descriptive than analytical type. Research, in most instances, has not employed quantitative methods and there is very sparse knowledge based on analytical statistics. One consequence of this is that similar mistakes are repeated over and over. Lessons that should be learned are merely observed. Moreover, there are almost no practical or ethical ways in which randomised controlled studies can be performed. The management, command and control of situations on different levels of hierarchy has eldom been evaluated and there have been no standards against which performance can be evaluated. Furthermore, the documentation of decisions and staff work is rarely sufficient enough to evaluate command and control functions. Setting standards that may be used as templates for evaluation and research is an issue that is constantly being addressed by leading experts in the field of disaster medicine and this is also an important issue that is expressed in the Utstein Template. Swedish National Board of Health and Welfare, templates of performance indicators were developed. These were tested on reports available from incidents, and our conclusion was that documentation in this form was not adequate enough for use in this method of evaluation. Documentation must be improved and data probably need to be captured and stored with the help of information systems. A template developed for the evaluation of medical command and control at the scene was tested in standardised examinations. When using this template in this setting it was possible to obtain specific information on those aspects of command and control that need to be improved. An information system using on-line Internet technique was studied twice. The first study concluded that in spite of technical disturbances the system was acceptable to the organisation but could not yet be recommended for use during major incidents. The second study concluded that the retrieval of information was, in all respects not as good as the control system, a conventional ambulance file system. In a study of staff procedure skills during training of management staffs in command and control it was concluded that documentation during training sessions was not adequate and this lack of staff procedure skills could possibly be a contributing factor to the fact that lessons in command and control are not learned from incidents. Conclusions in thesis are that measurable performance indicators can be used in the training of command and control. If performance indicators are to be used in real incidents and disasters, functioning information systems have to be developed. This may lead to a better knowledge of command and control and could possibly contribute to a process where lessons are learned and mistakes are not repeated.