Made available in DSpace on 2016-06-02T20:09:16Z (GMT). No. of bitstreams: 1 4472.pdf: 3417469 bytes, checksum: a57b6e0d1b492e13b56e0de18bcf7619 (MD5) Previous issue date: 2012-08-22 / To avoid the maintenance, in other words, to look for forms of avoiding the flaws and not of correcting them. This concept summarizes the current scenery of the function maintenance. It is known that the maintenance activities generate great earnings to the productive processes. Being like this, the maintenance contributes in an essential way to the conservation, valorization, increase of the productivity, in addition the lack of the same can generate great economical problems, social and environmental. Regarding the property maintenance, it is verified that this is still on this side of the ideal. The objective of this work is now it of evaluating the processes used in public entities for accomplishment of the activities of property maintenance. For this end, studies of the bibliography were accomplished related to the maintenance in addition case studies in three entities of the indirect public administration, located in the city of São Carlos/SP. The results obtained through the observations, ally to the bibliographical references contributed to map the processes now developed by the studied entities, in addition to identify the "bottlenecks", in other words, limitations of the efficiency capacity inside of the necessary processes for accomplishment of the services of property maintenance. Finally, some points for improvement of the installment of the services of property maintenance were proposed. / Evitar a manutenção, ou seja, buscar formas de se evitar as falhas e não de corrigi-las. Este conceito resume o cenário atual da função manutenção. Sabe-se que as atividades de manutenção geram grandes ganhos aos processos produtivos. Sendo assim, a manutenção contribui de forma essencial para a conservação, valorização, aumento da produtividade, além do que, a falta da mesma pode gerar grandes problemas econômicos, sociais e ambientais. Com relação à manutenção predial, verifica-se que esta ainda está aquém do ideal. O objetivo deste trabalho é o de avaliar os processos atualmente utilizados em entidades públicas para realização das atividades de manutenção predial. Para este fim, foram realizados estudos da bibliografia relacionados à manutenção, além de estudos de caso em três entidades da administração pública indireta, localizadas na cidade de São Carlos/SP. Os resultados obtidos através das observações, aliado às referências bibliográficas contribuíram para mapear os processos atualmente desenvolvidos pelas entidades estudadas, além do que identificar os gargalos , ou seja, limitadores da capacidade de eficiência dentro dos processos necessários para realização dos serviços de manutenção predial. Por fim, alguns pontos para melhoria da prestação dos serviços de manutenção predial foram propostos.

Made available in DSpace on 2016-12-01T19:18:39Z (GMT). No. of bitstreams: 1 120596.pdf: 3692580 bytes, checksum: fe2bdbb46da4f9f08dfc5026136c8d76 (MD5) Previous issue date: 2014-11-26 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This work is a case study about the organizational communication area of the Federal Institute of Santa Catarina (IFSC). Eighty-eight business processes were mapped and problems within these processes were identified through interviews with 27 workers and a questionnaire sent to other 10 of tgem. The problems were categorized according to structural dimensions of Daft (2008) and Mintzberg s (2009) coordination mechanisms. Based on the data obtained, the proposal of structural redesign was made. / Este trabalho é um estudo de caso sobre a área de comunicação organizacional do Instituto Federal de Santa Catarina (IFSC). Foram mapeados 88 processos e identificados problemas relativos a esses processos por meio de entrevistas com 27 servidores e questionário enviado a outros 10. Os problemas foram categorizados conforme as dimensões estruturais de Daft (2008) e os mecanismos de coordenação de Mintzberg (2009). Com base nos dados obtidos, foi feita a proposta de redesenho estrutural.

Este trabalho tem como objetivo apresentar as principais ferramentas de monitoramento do Planejamento estratégico visto o grau de importância de tal monitoramento, para que a empresa mantenha-se em linha com seus objetivos de crescimento e abrangência de mercado. Pra que exista de fato tal monitoramento são necessárias ferramentas como adoção de Sistemas de informações gerenciais, Mapeamento de processos, acompanhamento do Mapa estratégico de negócios e uso do painel de controle promovido pelo Balanced scorecard. Para que exista uma real competitividade entre as empresas atuantes no mercado faz-se necessário que haja uma linha clara de comunicação, a fim de que todos os envolvidos nos mais diversos processos tenham conhecimento de quais os objetivos da empresa, bem como suas premissas de crescimento, e para que todos sintam-se envolvidos com os processos necessários para que tais objetivos sejam atingidos. / This paper aims to present the main monitoring tools of strategic planning, given the degree of importance of such monitoring for the company to keep in line with its growth objectives and market coverage. For this monitoring tools are needed as adoption of Management information systems, Process mapping, monitoring of the Strategic map of business and use the control panel sponsored by the Balanced scorecard. So that there is a real competition between companies operating in the market, it is necessary to have a clear way of communication, so that everyone involved in various processes are aware of what the company's goals and its growth assumptions and for everyone to feel involved with the processes required for these objectives to be achieved.

O trabalho busca investigar, através de uma pesquisa-ação, a aplicação da logística integrada na busca de soluções para a melhoria nos processos de um ambulatório hospitalar público. Essa aplicação está orientada por um modelo de excelência logística, no qual são identificados seis elementos considerados condicionantes para se alcançar o desempenho logístico de uma organização: definição estratégica, processo de mudança, mecanismos de integração, gestão de alianças, sistemas de informação e medidas de desempenho. Ao se desdobrar esses seis elementos, buscou-se na literatura conceitos e técnicas que supririam as necessidades de cada um. Os principais foram: mentalidade enxuta, gestão de mudanças, gestão por processos, ferramentas de mapeamento de processos e diagrama de causas e efeitos. O trabalho apresenta todo o desenvolvimento da pesquisa-ação, que parte desde o conhecimento da situação atual até a apresentação das propostas de soluções, seguido pela reestruturação dos processos. Verificou-se que tanto o modelo como as técnicas associadas para a operacionalização do mesmo foi uma poderosa ferramenta para a análise do ambiente ambulatorial, bem como para o direcionamento das mudanças e para a proposição de seu funcionamento futuro. / This paper seeks investigate, through a research-action, the integrated logistics application for solutions to improve a public hospital policlinics process. This application is oriented by a logistics excellence model, which are identified six basics elements to obtain the logistics performance of an organization: strategic orientation, process change, integration mechanisms, alliance management, information systems, performance measurement. Unfolding these six elements, concepts and techniques of the literature were sought to supply the needs of each element. The main concepts and techniques were: lean thinking, change management, process management, tools of process mapping and causes and effects diagram. The work shows the whole research-action development, since the actual situation mapping until the solution proposals, followed by the process change. It was verified that as much as the model and the associated techniques were a powerful tool for the policlinic environment analysis, as well for give direction to changes and for the future model proposition.

To implement an ERP-system is not an easy process. The success of the implementation depend on many different variables. The most important one is perhaps the requirement process, to define what the organization wants and expects from the system. In this study, the advantages of a process mapping are examined, in relation to the phase where the requirements are expressed in an ERP-implementation. The conclusion is that a process mapping generates an increased communication with the supplier of the ERP-system, hence the business knows their processes and thereby what they want from the system. From this knowledge, the supplier can design the system more closely to the organizational needs. / I en allt mer föränderlig omvärld ställs allt större krav på stödjande IT-system i verksamheter. Att införa ett affärssystem i verksamheter ger en ökad effektivitet då organisationen har en samlad informationsbas över hela verksamhetens data och kan med denna ta mer korrekta beslut då data uppdateras i realtid. Tidigare forskning inom området visar på att det är oerhört svårt att driva ett framgångsrikt IT-projekt eftersom det finns många svårigheter i att ta fram krav på systemet. Denna undersökning har genomförts med syfte för att undersöka vilka fördelar en processkartläggning ger då verksamheten, som ligger i fokus för denna undersökning, diskuterar en kravbild med leverantören av affärssystemet som skall implementeras.                       Ett ERP-system (för en begreppsförklaring, se begreppslistan på sidan 11) har en inbyggd logik av processer som är framtagna ur ett best practice (Motiwalla & Thompson, 2012, 2009). När en verksamhet skall införa ett affärssystem kan den välja att anpassa systemet efter organisationen, eller organisationen efter systemet. Skall organisationen anpassas bör den göra detta efter Business Process Reengineering (BPR) metodologin.                       Undersökningen har genomförts genom intervjuer med sex personer, på det valda fallföretaget, vilka medverkat både i processkartläggningen och i projektet för ERP-implementering.                       Den empiriska forskningen har lyft fram ett par saker som är av intresse för undersökningen. Processkartläggningen har hjälpt fallföretaget i deras kommunikation med leverantören genom att de med hjälp av kartläggningen kan uttala sig väl om hur de arbetar och varför. Detta har i sin tur gett leverantören fördel då de lättare förstår hur verksamheten fungerar och på så vis kan sätta upp systemet mer anpassat till deras krav. Dock finns det ett par saker som kunde varit mer förberett inför start av projektet som hade kunnat ge en ytterligare definierad kravbild. Detta är faktorer som att; alla processer skulle varit kartlagda, de skulle ha beslutat om vilken detaljnivå de skall ha på processbeskrivningarna, rollbeskrivning borde ha kommunicerats till projektdeltagarna och en beslutsprocess kunde ha satts.                       Slutsatser som dras från undersökningen är; att en processkartläggning ökar kommunikationen med leverantören. En processkartläggning är en kritisk faktor för att hålla scope, tid och resurser i implementeringsprojektet samt att kartläggningen ger verksamheten utrymme att värdera och validera deras beslut kring systemuppsättning och processförändringar. Verksamheten behöver också sätta upp en lärande organisation för att underhålla ERP-systemet och säkerställa att det förändras i takt med organisationen.

This thesis is focused on mapping control processes in a state-funded institution. In the theoretical part, concepts related to the issues of cities and state-funded institution are explained. Smart Administration strategy is discussed as well as principles of processes, process management and modeling necessary for understanding the practical part of this thesis. The practical part contains research on the state of process management in cities with 5000 to 20000 citizens in relation to state-funded institution. It was discovered that surveyed cities are not very interested in the topic and lack process management completely in most cases, despite the possibility of EU subsidies for these projects. Based on the survey, a process map was created from which certain processes were selected, described and modeled. This blue-print should help employees of municipalities to orientate in performed processes and make them more efficient. ATTIS software, developed by ATTN Consulting, s.r.o., was used for modeling processes in this thesis

The theoretical part will be focused on presenting information within the process management. Some of the pieces of this theoretical information will be were slightly modified by internal Continental procedures and applied in the practical part of the thesis in order to redesign current purchasing process of non production material. The contents of the practical part of this thesis are the analysis of the current purchasing process of non-production material in the plant of Continental. The intention is to identify the waste and obstacles in the process. The main target is to improve the process in consideration of efficiency, lead time reduction and, if applicable, cost savings. Once the waste in the process is identified, the 100% value added ideal state is going to be developed, under consideration of implementing the improvements, which have been identified in the current state. Based on the differences between the current state and the ideal state of the process, the future state is going to be mapped.

The study aims to identify improvement proposals for commitments and activities for the implementation of environment-related control documents relevant to Farsta district administration. The study is based on two questions: What areas for improvement can be identified among all measures and activities for which the district administration is responsible? How can the organization implement improvements in the work with the implementation of governance documentation? To achieve the purpose, the organization's public documentation has been reviewed and data collection has been done using qualitative interviews. The work has been carried out with the help of quality management tools. Theories used during this study are offensive quality development, ISO 9001, hörnstensmodellen, the PDSA improvement cycle, the process-based system model PBSM and SWOT analysis. Seven improvement proposals have been developed with the support of selected methods through analysis of collected data. The study's questions are answered and conclusions drawn provide an opportunity for the organization to review its work with governance documentation and to use the survey as support in its daily work within the district administration. / Studien syftar till att identifiera förbättringsförslag för åtaganden och aktiviteter för implementation av miljörelaterade styrdokument relevanta för Farsta stadsdelsförvaltning. Studien bygger på två frågeställningar, Vilka förbättringsområden kan identifieras bland alla åtgärder och aktiviteter som stadsdelsförvaltning ansvarar för? och Hur kan organisationen arbeta för att genomföra förbättringar inom arbete med implementeringen av styrdokumentation? För att uppnå syftet har organisationens offentliga dokumentation granskats och insamling av data gjorts med hjälp av kvalitativa intervjuer. Arbetet har bedrivits med hjälp av kvalitetstekniska verktyg. Teorier som användes under denna studie är offensiv kvalitetsutveckling, ISO 9001, hörnstensmodellen, förbättringscykeln PDSA, den processbaserade systemmodellen PBSM och SWOT-analys. Sju förbättringsförslag har tagits fram med stöd av valda metoder genom analys av insamlat data. Studiens frågeställningar besvaras och slutsatser som dras ger en möjlighet för organisationen att se över sitt arbete med styrdokumentation samt att använda den påbörjade kartläggningen som stöd i sitt dagliga arbete inom stadsdelsförvaltningen.

This is a qualitative study that uses structured interviews and observations as the methods for collecting data. The purpose of this study is to examine if caregivers in elderly care perform tasks at work that they do not have time for, and also how the caregivers manage communication with the caretaker's relatives. It is a well known problem that personnel working in care are overworked, which can lead to negative effects on the quality of the care that is given. The data collected from the interviews and a thematic analysis present the daily routines performed in connection to the visits at the caretakers. Process maps are created of these visits from the personnel. By breaking down the activities, technical indicators are presented that could suit each activity. It is vital that these technical indicators do not add workload to the caregivers. The results show that there are problems regarding communication between caregivers and the caretaker's relatives. Furthermore eight activities in the process were found that previous research has shown could be turned into technical indicators. / Denna studie är av kvalitativ ansats och använder strukturerade intervjuer samt observationer som datainsamlingsmetod. Syftet med denna studie är att undersöka om vårdgivare utför arbetsuppgifter som de inte anser sig ha tid med. Detta eftersom det är ett redan känt problem att många vårdgivare känner sig överbelastade, vilket exempelvis kan leda till att kvaliteten på vården blir sämre. Utifrån intervjuerna och observationen skedde en tematisk analys för att undersöka vilka dagliga rutiner som sker i vårdgivarnas hem i samband och i anknytning till hemtjänstbesöken, för att kartlägga den processen. Detta för att kunna presentera ett alternativ som kan minska på arbetsbördan för vårdgivare. Resultatet från denna studie visar på att det finns problematik gällande återkoppling till anhöriga samt att det fanns en aktivitet i processen som skulle kunna elimineras/minskas med stöd av tekniska indikatorer.

Radiology nurse is a profession which holds identification fromthe National Board of Health and Welfare and contains bothhightech elements and nursing competence. Based on interviews with thebusiness's unit manager, there is no mapping of the business'sprocesses, which leads to difficulties in streamlining andidentifying possible improvements. By structuring the workprocesses and mapping, opportunities are created to initiateproductivity indicators that leads to improving working conditionsbut also develops the business. The purpose of this case study is toidentify productivity indicators for the radiology departmentat Visby Hospital, to measure the efficiency of the processes andinfluence the process from referral to statement. To achieve thepurpose, the following questions are answered: What processes arethere to measure? How can a production plan streamline theradiology process? What productivity indicators are necessary for thedepartment?The selected theories for the study are value-based care, processmanagement, process mapping, balanced scorecard, processmeasurement, Lean and principles-working methods. The study has ascientific approach that is linked to the empirical researchapproach so-called grounded theory, which is considered aqualitative approach. This study uses interviews and documentcollection to formulate theories and link it to empirical data.The results of the study show that the organization lacks a processmapping of its processes, which leads to a production plan notbeing able to be executed and goals with indicators in theprocesses do not exist in the business. The study providesproposals for a process mapping and to establish a production plan tomanage incoming referrals with available resources as staffing.This should interact with possible indicators that are applied todesign measurable goals for the business.