The evolution of e-health has the potential to assist in the management of scarce resources and the shortage of skills, enhance efficiencies, improve quality and increase work productivity within the healthcare sector. As a result, an increase is seen in e-health solutions developments with the aim to improve healthcare services, hospital information systems, health decision support, telemedicine and other technical systems that have the potential to reduce cost, improve quality, and enhance the accessibility and delivery of healthcare. However, unfortunately their implementation contiues to fail. Although there are several reasons for this, in this study a lack of project quality management is viewed as a key contributor to the failure of e-health solutions implementation projects in rural hospitals. This results in neglected aspects of quality assurance (QA), which forms an integral part of project quality management. The purpose of this study is to develop a Genertic Quality Assurance Model (GQAM) for the successful acquisition (i.e. development and implementation) of e-health solutions in rural hospitals in the Eastern Cape Province to enable improved quality of care and service delivery. In order to develop and test this model it was necessary to identify the QA methodologies that are currently used in rural hospitals and to evaluate their strengths and weaknesses, as well as their impact on project success. The study is divided into four phases; in each phase different study designs were followed. The study used triangulation of qualitative and some elements of quantitative research approaches, in terms of which a case study approach was adpoted to answer the research questions. This study did indeed develop a GQAM that can be used to ensure e-health solution success in rural hospitals. Furthermore, to aid in the implementation of this model, a set of QA value chain implementation guidelines were developed, as a framework, to inject the nodel into typical (SDLC) phases.

The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.

This dissertation summarises an analysis and assessment of the application of Quality Management Systems (QMS) by Small, Medium and Micro Enterprises (SMMEs), in the Engineering Manufacturing Sector of the greater Cape Town Metropolitan area. An outline of the existing hypothesis derived from previous international SMME studies related to the adoption of QMS by SMME’s, the management’s understanding of quality principles, the potential business benefits of QMS and the reasons for implementing Quality Management systems are given as background to the study. The dissertation includes a discussion of literature on the state of QMS in SMMEs, in particular, recent international research literature hypothesising that SMME management lack essential QMS knowledge and that, in general, most SMME’s do not have a QMS and that SMMEs only implement a QMS as a result of contractual pressures / requirements. Also reported are the results and findings of a survey conducted to test the validity of the existing hypotheses amongst a representative sample of Engineering Manufacturing SMMEs registered with the Cape Regional Chamber of Commerce and Industry in the Western Cape. Results of the survey indicate that almost 90 percent, of the companies surveyed had some type of Quality management System, the only two companies that reported not having a QMS, were companies classified as “Micro”, in terms of the National Small business Act. Analysis of the response to the survey concludes that, in general, more than 80 percent of Engineering SMMEs in the Manufacturing Sector have adopted a QMS based on ISO 9001 and that, on average, their management have a medium to high level of understanding of QMS and the associated business benefits. It is also apparent from survey responses, that companies classified as “Micro” in terms of the Small Business Act of 1996, do not see the need for a formal QM system as the owners of these companies consider them too small for a formal QMS. Instead they take direct ownership of their service and product quality in the face of the customer.

A common problem encountered in practice is determining when it is appropriate to change the sampling interval for control charts. This thesis examines this problem for Shewhart X̅ charts. Duncan's economic model (1956) is used to develop a relationship between the most appropriate sampling interval and the present rate of"disturbances,” where a disturbance is a shift to an out of control state. A procedure is proposed which switches the interval to convenient values whenever a shift in the rate of disturbances is detected. An example using simulation demonstrates the procedure. / M.S.

Health Studies / M. A. (Health Studies)

published_or_final_version / Business Administration / Master / Master of Business Administration

Made available in DSpace on 2015-12-03T18:33:06Z (GMT). No. of bitstreams: 1 Robson_Quinello.pdf: 2050383 bytes, checksum: 7903668378dee5cb7851cf3a27a13555 (MD5) Previous issue date: 2005-06-14 / This study has for objective to analyze the Six Sigma Process of Institutionalization in an automotive company located in Grande ABC - S??o Paulo state and to present a research instrument that assists measurement of the institutionality of this program. Recent research demonstrates that the practicality of the contemporaries Quality movements is not always effectively applied in the organizations, showing that rational aspects not only would be on the legitimation of these strategical choices. To understand the mechanisms of legitimation of such practice could minimize the efforts technicians and human beings demanded in the implantation of new technologies. In the last few years, theoretical projects have been considered that assist the interpretation of the organizational phenomena, between them the quality programs, through the Institutional Theory. However, the majority of these studies is based on the vision of sociologists, scientists politicians and economists who have contributed much for the development of the theory. The contribution of this work is to offer another vision: of the administrator, inserting new perspectives in the speech of the theoretical construction of this movement. The object of this analysis - the Six Sigma Program is a relatively new model for the automobile, therefore is of interest for those who investigate the new organizational paradigms. This way, due to low the frequency of national and international academic works that tested the institutionalization process of quality programs under the optics of the new-institutionalist school, it was looked to delineate a questionnaire contend variable-key of the stages that would take the legitimation of the program. Giving sustentation to the results of this quantitative phase, we opted to the contribution two other qualitative instruments: a focus group and some individual interviews, generating a triangulation method. The results pointed out that professed models are not always effectively practiced in the organizations, suggesting gaps between institutional and practical act of day-by-day. Through the analysis of the triangulation it can be evidenced that the Six Sigma program, in this organization, surpassed the stage of habitualization, but it was not sedimented. This intermediate phase is called objetification or half-institutional stage. The applied instruments of research have revealed good to the study and can contribute, since duly is suitable, for the institutionalization process analysis of other institutional programs. The cycle of this research, as well as the proper Institutional Theory, is not locked in. It only extends itself instigating new academic contributions in the field of organizational studies. / Este trabalho tem por objetivo analisar o Processo de Institucionaliza????o do Seis Sigma em uma empresa do setor automotivo localizada no Grande ABC - Estado de S??o Paulo e apresentar um instrumento de pesquisa que auxilie a mensura????o da institucionalidade do programa. Pesquisas recentes demonstram que as pr??ticas dos movimentos contempor??neos da Qualidade nem sempre s??o efetivamente aplicadas nas organiza????es, mostrando que aspectos n??o apenas racionais estariam ligados ?? legitima????o destas escolhas estrat??gicas. Entender os mecanismos de legitima????o de tais pr??ticas poderia minimizar os esfor??os t??cnicos e humanos exigidos na implanta????o de novas tecnologias. Nos ??ltimos anos foram propostos esquemas te??ricos que auxiliaram a interpreta????o dos fen??menos organizacionais, entre eles os programas de qualidade, atrav??s da Teoria Institucional. Entretanto, a maioria destes estudos est?? baseada na vis??o de soci??logos, de cientistas pol??ticos e de economistas que muito contribu??ram para o desenvolvimento da teoria. A colabora????o deste trabalho est?? em oferecer uma outra vis??o - a do administrador, inserindo no debate da constru????o te??rica deste movimento, novas perspectivas. O objeto desta an??lise - o Programa Seis Sigma ?? um modelo relativamente novo para as automobil??sticas, portanto de interesse para ??queles que investigam novos paradigmas organizacionais. Para tanto, devido a baixa freq????ncia de trabalhos acad??micos nacionais e internacionais que testassem o processo de institucionaliza????o de programas da qualidade sob a ??tica da escola neo-institucionalista, procurou-se delinear um question??rio contendo as vari??veis-chave das etapas que levariam a legitima????o do programa. Dando sustenta????o aos resultados desta fase quantitativa, optou-se pela conjuga????o de outros dois instrumentos qualitativos: um grupo de foco e algumas entrevistas individuais, gerando uma triangula????o metodol??gica. Os resultados apontaram que modelos professados nem sempre s??o efetivamente praticados nas organiza????es, sugerindo distanciamento entre discursos institucionais e pr??ticas do dia-a-dia. Atrav??s da an??lise da triangula????o metodol??gica pode-se constatar que o programa Seis Sigma, nesta organiza????o, superou a etapa de habitualiza????o, mas n??o se sedimentou. Esta fase intermedi??ria ?? denominada objetifica????o ou etapa semi-institucional. Os instrumentos de pesquisa aplicados mostraram-se adequados ao estudo e podem contribuir, deste que devidamente adaptados, para a an??lise do processo de institucionaliza????o de outros programas institucionais. O ciclo desta pesquisa, assim como a pr??pria Teoria Institucional, n??o se encerra. Ele apenas se amplia instigando novas contribui????es acad??micas no campo dos estudos organizacionais.

by Wong Kung-Hin, Caleb. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (leaves 55-56). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF ILLUSTRATIONS --- p.iv / LIST OF TABLES --- p.v / ACKNOWLEDGEMENTS --- p.vi / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Quality--A Historical Perspective --- p.1 / Rise of Quality System Standards --- p.2 / ISO 9000 Series --- p.4 / Architecture of ISO 9000 Series of Standards --- p.5 / The Registration Process --- p.7 / Significance of ISO 9000 --- p.8 / Chapter II. --- METHODOLOGY --- p.13 / Purpose of the Paper --- p.13 / Literature Review --- p.14 / Chapter III. --- IMPLEMENTATION OF ISO 9002 --- p.16 / Company Profile --- p.16 / Selection of Standard --- p.18 / Overview of ISO 9002 --- p.19 / Process of Implementation --- p.20 / Selection of Registration Body --- p.26 / Hints to Successful Implementation --- p.27 / Cost and Benefit of Implementation --- p.33 / Limitation of ISO 9000 --- p.37 / Comparison of ISO 9000 and Malcolm Baldrige National Quality Award --- p.38 / Chapter IV. --- CONCLUSION --- p.43 / APPENDIX 1 History of QA Standards --- p.51 / APPENDIX 2 Adoption of ISO 9000 --- p.52 / APPENDIX 3 Asia Pacific Lens Plant Management Organization --- p.53 / APPENDIX 4 Asia Pacific Lens Plant Process Flow --- p.54 / BIBLIOGRAPHY --- p.55

Health Studies / M. A. (Health Studies)

Delivering education through open and distance learning (ODL) mode imposes upon ODL institutions a responsibility to provide support services deemed adequate to address students’ expectations and learning needs. Student support services are a vital part of academic success in distance learning environments because of the nature of distance education. Therefore, it is critical to provide student support services whose quality levels are acceptable to those who use them. Quality and its measurements are a contentious issue in higher education and distance education. Efforts to help service quality researchers in distance education understand service quality and its evaluation have come from marketing researchers. Among different approaches of service quality assessment is the SERVQUAL model. This study explored and examined the quality of students’ support services in distance learning environments from students’ perspective, using a modified SERVQUAL model. The objectives of the study were to examine students’ expectations and perceptions of the quality of support services; analyse the gaps between expectations and perceptions; develop and validate a service quality model and a scale to evaluate the quality of distance education students’ support services. A sequential mixed methods design was used to collect and analyse the data. Data were collected in two phases. The first phase involved collecting data qualitatively. The qualitative data were used to develop a context specific service quality model and a scale. The model and the scale were validated in the second (quantitative) phase of the study. The results of the study showed that the students’ expectations exceeded the perceived performance levels of the student support services. The largest gaps related to feedback, study material delivery and spaces for quiet learning. The study also found that distance education student support services can be measured by four service quality dimensions, namely: tangibles, reliability, delivery and assurance. / Curriculum and Instructional Studies / D. Ed. (Curriculum Studies)