The thesis is focused on quality standards in social services with the view to clarify the ethical dilemmas that occur in providing client care in elderly homes. Firstly, the work focuses on the transformation of social services of the Czech Republic at the turn of the 20th and 21st century, the emergence of Act no. 108/2006 of Social services, from which emerged for social service providers a legal obligation to create and follow standard of quality that are defined further. Subsequently the thesis continues with the ethics of social work and social workers' Code of Ethics, which sets out the values and ethical principles for their work. This is followed by the description of the ethical dilemmas and ethical issues directly determining the target group of clients who use services of homes for the elderly. This group is also described. The last part of the thesis deals with reflection of concrete ethical dilemmas. Provided dilemmas are solved by standards of quality created by the team of workers working in home for the elderly clients, who in 2012 successfully passed inspections of social services.

The thesis focuses on mapping and analysis of the current functioning of supervision in social services in the region of Liberec. The research aspires to find answers to the question of the scope of supervision in the social services in the given region and what type of supervision prevails in these facilities. The theoretical part of the thesis focuses on collection and classification of generally available documents on supervision in the Czech Republic. It deals with the definition of the term supervision and the historical context of its creation in the field of social services. This part of the thesis describes the basic functions of supervision, structure of the supervisory process and its types. It draws the basic conditions of a successful introduction of supervision in organisations and in this context deals with the current issue of supervisions as a part of the quality standards of social services. The aim of the theoretical part is to create theoretical starting points for the practical research and determination of hypotheses. The practical part aspires to map the current situation in the supervisory activities in the field of social services. The research was carried on in the region of Liberec in social services facilities. The practical part included a preliminary research performed in the form of a controlled interview with five supervisors. The research itself had a form of a questionnaire. The aim was to find out whether supervision works in the facilities, what is the most frequent topic of the current supervision, how the workers conceive supervision and what type of supervision prevails in the organisations. Secondarily, the research focused on the analysis of the used from of supervision, frequency of supervisory meetings and review of the supervision by the workers. A partial goal of the research was to find out how the head workers cope with the introduction of supervision at their workplaces and how they motivate their employees to participate in the supervision. The research in the region of Liberec unquestionably showed that supervision has been slowly bringing itself to the attention of the workers in the field of social services. Though institutions with supervision introduced at the workplaces prevail in this field, there are still many organisations in which supervision has not been carried on due to various reasons. It has turned out that in facilities with a functioning supervision, it is usually conceived as one of the possible ways how to support the workers in the assisting professions and its presence in the organisation has been considered beneficial. The research maps opinions and attitudes of respondents to a ``good{\crqq} supervisor and ethical principles in supervision accompanied by practical instructions and recommendations.

The aim of a research in this graduation work was to find out how the clients of the Home for Seniors in Humpolec are satisfied with providing this social service. The target was mainly to map areas which are considered problematic by the social service users themselves. The Home for Seniors has resides in a building not originally determined for these purposes since 1962. The Home is currently trying, as many other institutions of social services, to comply with social services quality standards in unsuitable architectural conditions. Despite the users themselves gave their satisfaction with providing the social service, the research also resulted in listing a few problem areas. It was mainly the area of public services availability. Major reasons of respondents dissatisfaction in this area were architectural barriers that make their full participation in everyday life impossible. Another problem areas were keeping privacy on users rooms, mainly at moments of carrying on personal hygiene, approachability of sanitary facilities from users rooms, and to a less extent an area of meals or coexistence. I expected areas of meals and accomodations to be the most urgent of the services provided. Although my assumption was wrong, according to the results of the performed research, certain problems in this area may be taken into account. The results of the research also indicate that improvement in the users satisfaction with the services provided would require bigger system changes, that are nowadays unfortunately impossible from many obvious reasons. However, in the future is possible to expect the area of residential social services to undergo transformation in harmony with social services quality standards towards the services of better quality and higher evaluation.

The quality of social services can be guaranteed by inspection according to predefined, measurable criteria. In the social sphere these comprise quality standards of social services. Quality standards are defined as a set of criteria through which the level of quality of provision of social services in the sphere of personnel and operational provision of social services and in the sphere of relations between the provider and the clients is defined. The aim of the work was to find out what problems are encountered by residential facilities in the Plzeň Region when they are introducing quality standards of social services. A partial aim of the work was to outline possible options as to how to optimise the given state. Data was obtained through a qualitative survey. The interviewing method, semi-guided interview technique and content analysis of documents were selected in order to achieve the goals of the work. The survey took place in selected residential social-care facilities in the Plzeň Region. The conducted survey implied that standard No. 2 Protection of personal rights and standard No. 5 Individual planning are considered by the facilities as more complex in terms of implementation yet very beneficial in practice. Also, the formulation and definition of standards, especially in the case of standard No. 1 Goals and methods of provision of social services created difficulties. Other problems that are encountered by the facilities include motivation, time demands and administrative load of the staff. Proposed solutions for the optimisation of the current situation are directed into the area of awareness, use of information technologies, and improvement of the lifelong education system. The following hypothesis was formulated based on the qualitative survey: the qualifications of social workers and social service workers achieved influence the introduction of quality standards. The diploma thesis may become an inspiration and a source of information for facilities that are adjusting the existing proposals or are dealing with the initial introduction of quality standards of social services. In particular, the above suggestions for optimisation, a more detailed elaboration of which could become the subject of another work in the social sphere, can be of major benefit.

Submitted by Irene Nascimento (irene.kessia@ufpe.br) on 2016-08-22T18:54:13Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DissertacaoCD_LuizFelipeLiborio.pdf: 3777707 bytes, checksum: a7937e9fc359d5b560c37ea3abf5e74c (MD5) / Made available in DSpace on 2016-08-22T18:54:13Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DissertacaoCD_LuizFelipeLiborio.pdf: 3777707 bytes, checksum: a7937e9fc359d5b560c37ea3abf5e74c (MD5) Previous issue date: 2014-08-27 / Capes / Atualmente, é cada vez mais exigido como critério competitivo a aderência do processo de software de uma organização a um modelo ou norma de qualidade. Alcançar altos níveis de aderência é uma tarefa complexa para as organizações, pois a atividade de avaliar essa aderência exige cuidado ao ser realizada. Com isso, busca-se cada vez mais o apoio de ferramentas de avaliação computadorizadas, cujo objetivo é agilizar e tornar mais confiável o processo de avaliação dos processos de software. Ainda assim, um dos fatores que tendem a dificultar a utilização e propagação do uso de ferramentas é a atualização das normas de qualidade e dos métodos de avaliação associados, que visam se adequar constantemente às boas práticas do mercado. Ora, se uma ferramenta é criada baseada na norma de qualidade e no seu método de avaliação, qualquer mudança em algum dos dois componentes significa mudanças na ferramenta, gerando custos de manutenção e de distribuição da nova versão da ferramenta. Este trabalho busca criar uma engine de geração que seja sensível a esses mudanças, sem que seu processo de desenvolvimento necessite ser executado novamente. Para isto, utiliza o processo MDD (Model-Driven Development) para atender a esses requisitos, dado que o seu objetivo é transformar elementos mais abstratos em elementos mais concretos utilizando uma sucessão de transformações, através de modelos. O objetivo deste trabalho é, então, aplicar as regras de MDD aos modelos de qualidade e métodos de avaliação. Isto torna possível a criação de ferramentas para avaliação baseada nos modelos necessários à avaliação. Ou seja, através de um modelo de processo e de um metamodelo da norma de qualidade, além do método de avaliação, é possível criar de forma automática via MDD uma ferramenta que possa ser atualizada sob demanda, sem que seu código-fonte precise ser alterado manualmente. / Nowadays, it is increasingly required as a competitive criteria the adherence of an organization to a software model or quality standard process. Achieving high levels of adherence is a complex task for organizations, because the activity of evaluating this adherence requires care to be performed. Thus, it is increasing the nedd of computerized evaluation tools whose goal is to speed up and make more reliable the process of evaluating software processes.Still, one of the factors that tend to hamper the use and propagation of tool use is the change of the quality standards and assessment methods, which aim to adapt constantly to best practices in the market. So, if a tool is created based on quality standard and its evaluation method, any change in any of the two components mean changes in the tool, generating costs of maintaining and distributing the new version of the tool. This work seeks to develop a tool that is sensitive to that changes, but without the need of performing its development process again. For that, it uses MDD (Model- Driven Development) processes meet these requirements, since their goal is to transform more abstract elements into more concrete elements using a succession of transformations, through models. So, the goal of this work is to apply the rules of MDD to quality models and assessment methods. It makes possible to create tools based on models. In other words, through a process model and a metamodel quality standard, besides the evaluation method, it is possible to create automatically via MDD a tool that can be updated on demand, without its source code need to be changed manually.

Apesar dos avanços nos índices de coleta e tratamento de esgotos no Estado de São Paulo, ainda existem incertezas sobre a efetividade dos sistemas de tratamento existentes, uma vez que são escassas as informações sobre o desempenho das ETEs em operação no país. Por meio da aquisição e análise de dados de desempenho do sistema, é possível a avaliação do cumprimento da legislação ambiental e a melhoria das condições operacionais, reduzindo, efetivamente, o impacto do lançamento sobre os recursos hídricos. Nesse sentido, o presente trabalho teve como objetivo avaliar estatisticamente o desempenho de lagoas de estabilização - tecnologia de tratamento mais utilizada no Estado de São Paulo - localizadas na UGRHI 12 - Baixo Pardo/Grande, todas com vazão de projeto inferior a 300 L/s, utilizando dados de automonitoramento fornecidos pelos prestadores de serviço. A avaliação compreendeu um período de 10 anos (2005 a 2014) e abrangeu desde os projetos das lagoas até a caracterização dos dados afluentes e efluentes das ETEs, incluindo também o impacto do lançamento dos esgotos tratados nos corpos receptores e a qualidade dos corpos d\'água em escala de bacia hidrográfica, utilizando os dados da rede de monitoramento da CETESB na UGRHI 12. O desempenho das ETEs foi avaliado quanto aos parâmetros DBO, DQO, CT, E. coli, SS, N-amoniacal e P-total, considerando tanto as faixas típicas apontadas na literatura, como o atendimento aos padrões de lançamento e qualidade. Os dados disponibilizados foram bastante heterogêneos, apresentando, em sua maioria, periodicidades de amostragem variáveis e interrupções no monitoramento, o que impediu, em alguns casos, a realização de uma análise mais consistente. As concentrações afluentes de matéria orgânica foram mais elevadas do que os valores usuais expressos na literatura, sendo a causa mais provável o baixo consumo de água aliado ao tipo de amostragem praticado (amostragem simples). De maneira geral, o desempenho das lagoas, considerando as eficiências médias de remoção de DBO e DQO, ficou dentro do esperado, o que não foi suficiente, contudo, para garantir percentuais elevados de conformidade com a legislação do estado de São Paulo, os quais resultaram abaixo de 80% na maioria das ETEs. Quanto às concentrações nos esgotos tratados, o desempenho ficou aquém do esperado, o que implicou no lançamento de efluentes com concentrações elevadas de matéria orgânica, embora de acordo com os padrões de lançamento pelo critério da eficiência de remoção. A avaliação do corpo receptor mostrou que, mesmo se tratando de vazões relativamente baixas, tais lançamentos foram capazes de impactar os cursos d\'água, notadamente aqueles com baixas razões de diluição. Finalmente, em escala de bacia hidrográfica, verificou-se que, nos corpos d\'água da UGRHI 12, ainda permanecem percentuais elevados de desconformidade para P-total e E. coli, contribuindo para esse cenário tanto as fontes de poluição pontuais como as difusas. / Despite advances in wastewater collection and treatment indicators in São Paulo state, there are still uncertainties about the effectiveness of existing treatment systems, since they is little information on the performance of WTPs operating in the country. Throughout the acquisition and analysis of system performance data, it is possible to evaluate the compliance with environmental legislation and improve operating conditions, effectively reducing the impact of the discharge on water resources. In this sense, the present study aimed to evaluate statistically the performance of stabilization ponds - wastewater treatment technology most widely used in São Paulo state - located in UGRHI 12 - Baixo Pardo/Grande, all of them with design flow rates below 300 L/s, using self-monitoring data given by the service providers. The evaluation comprised a period of 10 years (2005-2014), including from the projects of the ponds to the characterization of WTPs influent and effluent data, also incorporating the impact of treated wastewater release in receiving bodies and the quality of water bodies in watershed scale, using the data from CETESB\'s monitoring network in UGRHI 12. The performance of the WTPs was evaluated for BOD, COD, total coliforms, E. coli, suspended solids, ammonia and total phosphorus, considering the typical ranges mentioned in the literature and compliance with discharge and water quality standards. The provided data were quite heterogeneous, most of them presenting variable sampling periodicities and interruptions in monitoring, sometimes hindering a more consistent analysis. The influent\'s concentrations of organic matter were higher than the usual values expressed in the literature, which was most likely caused by low water consumption combined with the type of sampling practiced (single sampling). In general, the ponds\' performance, considering the average BOD and COD removal efficiencies, was as expected, however, such values weren\'t enough to ensure high percentage of compliance with São Paulo\'s environmental legislation, since the percentages were below 80% in most WTPs. Regarding the concentrations in treated wastewater, the performance was less than expected, which resulted in the discharge of effluents with high concentrations of organic matter, even though they were in compliance with discharge standards by the removal efficiency criterion. The evaluation of the receiving stream showed that, even consisting of relatively low flow rates discharges, such releases were able to impact the water bodies, especially those with low dilution ratio. Finally, in watershed scale, it was found that, in UGRHI 12 water bodies, there are still high percentages of non-conformity for total phosphorus and E. coli, contributing to this scenario both point and non-point sources of pollution.

The thesis is focused on gastronomic services quality evaluation. The theoretical section characterizes gastronomy, its particularities and gives an overview of legal regulations covering this area. Furthermore, it explains the concept of quality, outlines the basic quality management systems, specifies the particularities of quality in gastronomic services and elucidates possible attitudes towards gastronomic services quality evaluation and recognition. The analytical section presents an analysis of the situation in the field of gastronomic services quality evaluation in Germany and in the Czech Republic and is focused on gastronomic guides, internet evaluation portals and restaurant databases. It also mentions the approach to the unified classification or quality standardization in this branch and introduces a short comparison of selected statistical indicators. The final part of the thesis proposes own simple system of catering establishment standardization and quality certification in the Czech Republic.

The diploma thesis deals with Integrated public transport system in South Moravia region. The author describes the term of integrated public transport system and its advantages in the theoretical part of the thesis. The practical part deals with constitution and development of the system in the South Moravia region and describes its subsystems: organizing and economical, tariff and transport subystem. The final chapter describes transport systems in the regions of the Czech republic. The last chapter shows the shortages of the current transport system. The main aim of the thesis is to make analysis of the current system, to compare theoretical findings with the current situation, to situate the transport system in South Moravia into the frame of the public transportation in the Czech republic and to compare it with other systems.

The topic of this diploma thesis is the qualification and personality profile of the job title - methodology specialist in the social services in the Czech Republic. The theoretical part of this work describes the quality of social services because their setting, evaluation and management are in the spotlight during last few decades. This work deals with the law on social services and with social services quality standards which are the benchmark of quality for these services. The job title methodology specialist in social services is described in detail in the chapter describing social services workers. Conclusion of the theoretical part of this work highlights the importance of human resources for the organization and the importance of the job title description. The practical part of this work is aimed on mapping of competency and personality profile of the job title of current methodology specialists in social services. There are used qualitative research methods specifically semi structured interviews with employees who work in this position. The analysis of gained information gives answers to research questions and creates a picture of competency and personal profile of methodology specialist in the social services field. Key words: Quality, social services, methodology specialist, quality...

El presente trabajo propone la mejora de los procesos de Gestión de Proyectos e Implementación de Software de una pequeña empresa consultora peruana a través de la implementación de un estándar de calidad. Esta empresa es una consultora de analítica de negocios y desarrollo de software cuyos procesos, de este último, no cuentan con un estándar, lo cual ocasiona diferentes problemas en sus diferentes fases. En los últimos años, la consultora como parte de su estrategia de crecimiento del negocio e incorporación de una línea de negocio nueva enfocada al desarrollo de soluciones Cloud afronta problemas en la gestión de proyectos y sobre la calidad de su implementación de software.  Frente a los problemas presentados, se presenta una propuesta de implementación de un estándar de calidad basado en la norma ISO 29110 parte 5 - Perfil básico. La cual, propone mejoras en los procesos de gestión de proyectos e implementación de software basado en buenas prácticas en la industria aplicados a los procesos actuales de la consultora. / This paper proposes the improvement of the Project Management and Software Implementation processes of a small Peruvian consulting company through the implementation of a quality model. This company is a business analytics and software development consultancy whose processes, of the latter, do not have a standard, which causes different problems in its different phases. In recent years, the consulting firm, as part of its business growth strategy and incorporation of a new business line focused on the development of Cloud solutions, has faced problems in project management and the quality of its software implementation. Faced with the problems presented, a proposal for the implementation of a quality model based on the ISO 29110 part 5 - Basic profile is presented. Which, proposes improvements in project management processes and implementation of software based on good practices in the industry applied to the current processes of the consultancy. / Tesis