Dissertation submitted in partial compliance with the requirements of the Masters Degree in Technology: Chemistry, in the Faculty of Applied Sciences at the Durban University of Technology, 2008. / In this work, a holistic approach to validate analytical methods was assessed by virtue of Monte Carlo simulations. This approach involves a statement of the methodsâ s scope (i.e. analytes, matrices and concentration levels) and requisites (internal or external); selection of the methodâ s (fit-for-purpose) features; pre-validation and validation of the intermediate accuracy and its assessment by means of Monte Carlo simulations. Validation of the other methodâ s features and a validity statement in terms of a â fit-for-purposeâ decision making, harmonized validation-control-uncertainty statistics and short-term routine work with the aim of proposing virtually â ready-to-useâ methods. The protocol could be transferred to other methods. The main aim is to harmonize the work to be done by research teams and routine laboratories assuming that different aims, strategies and practical viewpoints exist. As a result, the recommended protocol should be seen as a starting point. It is necessary to propose definitive (harmonized) protocols that must be established by international normalisation/accreditation entities. The Quality Assurance (Method verification and Internal Quality Control, IQC) limits, as well as sample uncertainty were estimated consistently with the validated accuracy statistics i.e. E U (E) and RSDi + U (RSDi). Two case studies were used to assess Monte Carlo simulation as a tool for method validation in analytical laboratories, the first involves an indirect polarographic method for determining nitrate in waste water and the second involves a direct determination of heavy metals in sea water by differential pulse anodic stripping voltammetry, as an example of the application of the protocol. In this sense the uncertainty obtained could be used for decision making purposes as it is very tempting to use uncertainty as a commercial argument and in this work it has been shown that the smaller the uncertainty, the better the measurement of the instrument or the laboratoryâ s reputation.

Thesis (M.Tech.: Quality)-Dept. of Operations & Quality Management, Durban Institute of Technology, 2005 xiii, 68 leaves / The increasing awareness and demand of consumers for safe and high quality food have lead many companies to undertake a comprehensive evaluation and reorganisation of their food control systems in order to improve efficiency, rationalisation of human resources and to harmonise approaches. This evaluation in food control systems has resulted towards the necessity to shift from the traditional approach that relied heavily on end-product sampling and inspection and to move towards the implementation of a preventative safety and quality approach, based on risk analysis and on the principles of the hazard analysis critical control point (HACCP) system. Yoghurt is the most popular fermented milk world-wide; the estimated annual consumption in South Africa amounts to nearly 67 million litres. The aim of this study was to implement a HACCP program in a commercial yoghurt factory and then to evaluate the program during certain critical stages of the manufacturing process.

This dissertation reports on the research work of a new business improvement methodology called the design for Six Sigma (DFSS) conducted within a global resources company with specific reference to Manganese Metal Company (MMC), a subsidiary of BHP Billiton (BHPB). The aim of this research was by means of a case study, through action research, to investigate, analyse and evaluate the "Define, Measure, Analyse, Design and Verify" (DMADV) model proposed by Picard (2004) with specific reference to a new product design. The study was concerned with identifying the BHPB strategic business reasons, effects and analysing the financial impact of implementing a DFSS project pertaining to a new product design at MMC. The literature review highlighted that DFSS enhances revenue growth, quality and reliability for a new product. The key findings were that DFSS does not exist within MMC and BHPB, the DFSS methodology could improve and enhance the revenue for a new product design at MMC and none of the BHPB customer sector groups are reporting any operating excellence (OE) annualised cost improvement benefits for DFSS projects. The main recommendation emerging from this research is that an integrated DFSS process will enable BHPB to identify critical leverage points for improving the overall financial performance in achieving the FY09 OE objective of $1 billion in annualised cost improvement benefits thus achieving the world class benchmark standard set by General Electric Corporation.

The increase in trade between nations and relative decrease in international trade barriers has resulted in wider alternatives for customers all over the world. The resulting increase in global competition has caused organisations to use customer focused and internal strategies to remain competitive. One strategy that applies to both external and internal aspects of the organisation is the implementation and use of ISO 9000 quality systems. ISO 9000 is a set of quality guidelines to which an organisation must modify its own quality systems , in order to achieve ISO 9000 accreditation. ISO 9000 is a marketing tool, but there are additional benefits to using an ISO 9000 quality system. There is an opinion that ISO 9000 is not as beneficial as it should be. This exploratory survey of engineering manufacturing organisations in Durban, South Africa, is to prove that commitment and correct implementation of ISO 9000 will result in expected benefits to an organisation. Additional factors such as size of organisation, duration of ISO 9000 accreditation, degree of internationalisation, method of operation and perceived problems are also related to expected benefits of ISO 9000 accreditation. The results of the survey prove that there is a positive correlation between attitudes of commitment, implementation and degree of internationalisation with expected benefits from using ISO 9000 quality systems. It is further recommended that management commitment and training of all employees is required for ISO 9000 to be successful in an organisation. / Thesis (MBA)-University of Natal, Durban, 2001.

Due to the growth of our economy and our rising standards of living, customers of today have a larger variety of products to choose from than in the past. This causes an increase in competition which has raised customer expectations on the quality of goods and services they receive (Palmer, 2001 p26). Along with this, the modern customer has become sophisticated, educated, confident and well informed. Hence, they have raised their expectations of the service they intend on receiving. This has placed enormous pressure on service organization's to improve the way they do business with these customers. This "customer transformation" has placed an increasing emphasis on customer service as a means of gaining a competitive advantage. As a consequence of competition becoming global and more intense, many organizations have come to the realization that they cannot compete on price alone. Hence, the level of customer service has a direct impact on an organization's market share, as it determines not only whether consumers will become customers but also whether existing customers will become loyal ones. If service quality is to become the cornerstone of an organisation's marketing strategy, marketers should have the means to measure it. Although research in this field exists, the researcher proposed the need for further research specifically in the area of customer perceptions toward the quality of service they receive. The issues addressed in this study will be of importance to both service managers and future researchers as a customer's evaluation of service quality and, the resulting level of satisfaction is thought to determine the likelihood of a repurchase and ultimately the success of the business. This dissertation is based on the perceptions of customers of Ola Milky Lane and the level of quality customer service they receive. Looking at the business from the customer's viewpoint will help the researcher investigate how current customers feel about the organization as well as their attitude toward the business. The expectations of these customers together with their levels of satisfaction, which shape their perceptions of the customer service, serve as the foundation on which service quality will be evaluated. Moreover, the research study hopes to assist the participating organisation establish whether gaps in service delivery exist, the reasons for their presence and identify possible solutions which can be implemented to close or prevent those gaps from further widening. This will benefit the organization as it can be used as a tool to understand customer perceptions, which can equip them to gauge the effectiveness and efficiency of their relationship programmes. With this motivation in mind, the research study takes a strategic look at the importance of customer service as perceived by customers by means of determining whether the organisation is or is not meeting their expectations. / Thesis (M.Comm.)-University of KwaZulu-Natal, Pietermaritzburg, 2008.

Includes one computer disk in Work 6 format. / System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. / Bibliography: leaves 241-270. / xiii, 270, [47] leaves ; 30 cm. + 1 computer disk (3 1/2 in.) / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 1999

Thesis (M.Sc.)--California State University, Dominguez Hills, 2004. / Includes bibliographical references (leaves 77-81).

Thesis (Ph. D.)--Missouri University of Science and Technology, 2008. / Vita. The entire thesis text is included in file. Title from title screen of thesis/dissertation PDF file (viewed March 2, 2009) Includes bibliographical references (p. 216-220).

Thesis PlanB (M.S.)--University of Wisconsin--Stout, 2009. / Includes bibliographical references.

Thesis (M.S.)--Brigham Young University. Dept. of School of Technology, 2008. / Includes bibliographical references (p. 75-77).