Western countries' information technology and software intensive firms are increasingly producing software and IT services in developing countries. With this swift advancement in offshoring, there are many issues that can be investigated which will enable companies to maximize their benefits from offshoring. However, significant challenges can occur throughout the lifecycle of offshoring IT service projects that turn the potential benefits into losses. This research investigated CMM/CMMI best practices and their effects on managing and mitigating critical issues associated with offshore development. Using a web based survey, data was collected from 451 Information Technology and software development firms in the US. The survey instrument was validated by an expert panel which included practitioners and researchers. The survey population consisted of Information Technology and software engineering managers who work on offshore IT and software development projects. Statistical methods including Chi Square and Cramer's V were used to test the research hypotheses. The results of the analysis show that IT companies applying CMM/CMMI models have fewer issues associated with IT offshoring. When US IT companies utilize and incorporate different practices from TSP and People CMM into CMMI for DEV/SVC and CMMI for ACQ, they have fewer offshoring issues related to language barriers and cultural differences. The results of this research contribute to the existing body of knowledge on the offshoring of IT services from the client management perspective and provide practitioners with increased knowledge regarding IT offshoring decisions.

Thesis (MScMed)--Stellenbosch University, 2008. / ENGLISH ABSTRACT: Introduction: Flow cytometry has progressively replaced many traditional laboratory tests due to its greater accuracy, sensitivity and rapidity in the routine clinical settings especially clinical trails. It is a powerful tool for the measuring of chemical (the fluorochrome we add) and physical (size and complexity) characteristics of individual cells. As these instruments became major diagnostic and prognostic tools, the need for more advanced quality control, standardized procedures and proficiency testing programs increased as these instrumentations and their methodology evolve. Minor instrument settings can affect the reliability, reproducibility and sensitivity of the cytometer and should be monitored and documented in order to ensure identical conditions of measurement on a daily basis. This can be accomplished by following an Internal Quality Assurance (IQA) and/ or External Quality Assurance (EQA) program. Currently there are no such programs available in South Africa and poorer Africa countries. HIV is a global concern and the laboratories and clinics in these places are in need of such IQA programs to ensure quality of their instrumentation and accurate patient results. Quality assurance programs such as CD Chex® and UK Nequas are available but due to bad sample transport, leave the receiving laboratories with nightmares. It would be best if there was a laboratory in South Africa that could provide the surrounding laboratories with stabilized whole blood samples that can be utilized as IQA. The transport of these samples can be more efficient due to shorter distance and thus the temperature variations limited. Aims and Objectives: The aim of Chapter one is to familiarize the reader with general terminology and concepts of immunology. Chapter two describes in detail the impact stabilized whole blood had on clinical immunology concerning Quality Control and Quality Assurance. The objective of this study is to stabilize whole blood with a shelf life of greater than 30 days to serve as reference control material for South African Immunophenotyping. It is further an objective to use these in-house stabilized control samples for poorer African countries as Internal Quality Assurance reference material. It is a still further objective to stimulate various lymphocyte subsets to express activation antigens and then stabilize these cells for more specialized immunological test and can serve as a QC for those required samples. Study design: In Chapter three, the method currently used to stabilize whole blood was modified. The stability of different concentrations of a first stabilizing agent (Chromium Chloride hexahydrate) was investigated. Incubation periods and concentrations of paraformaldehyde as second stabilizing agent were investigated. Blood samples from healthy individuals (n=10) were stabilized and monitored for the routine HIV phenotypic surface antigens over a period of 40 days. These samples (n=10) were compared on the Becton Dickinson Biosciences (BD) FACSCalibur™ versus BD FACSCount™ instrumentation. Blood samples (n=3) were stabilized and monitored to identify phenotypic cell surface molecules for as long as possible. They were quantified on both flow cytrometric instruments. In addition, these stabilized samples (n=3) were investigated as control blood for calibration purposes on the BD FACSCount™ instrument. In Chapter four, lymphocytes were isolated and activated with various stimuli to express sufficient activation antigens such as CD25, CD69, HLA-DR and CD40 Ligand on the T helper cell surfaces. These activated antigens were analyzed on the BD FACSCalibur™ and further stabilized to serve as possible IQA samples in future. Results: In Chapter three, the ten individual stabilized samples had non-significant P values (P > 0.05) for CD3, CD4 and CD8 percentages and absolute values comparing day 3 until day 40. Comparing the BD FACSCalibur™ versus BD FACSCount™, resulted in a R2 = 0.9848 for CD4 absolute values and a R2 = 0.9636 for CD8 absolute values. Stabilized blood samples (n=3) were monitored for routine HIV phenotypic markers until day 84. The cells populations were easily identifiable and could be quantified on both BD FACSCalibur™ and BD FACSCount™ instruments. In Chapter four; for the activation study purposes, activated T helper lymphocytes expressed approximately 25 to 35% CD40 Ligand cell surface molecules. The stimulant of choice was Ionomycin at a 4μM concentration. Cells were incubated for four hours at 37 degree Celsius in a 5% CO2 environment. For CD69 surface expression, 6 hour incubation was optimum. The stimulus of choice in this case was 4μM Ionomycin which induced 84.21% CD69 expression in the test samples. For CD25 expression; 6 hour incubation with PHA resulted in approximately 43% of CD25 expression. For HLA-DR surface expression; 6 hour incubation with PHA resulted in approximately 43.32% of HLA-DR expression. Activated lymphocytes expressing CD40 Ligand showed stability until day 23. Activated Lymphocytes expressing CD69, CD25 and HLA-DR were stabilized in the same manner and stability could be achieved until day 16. Conclusion: This thesis was related to the preparation of control samples (IQA) designed to simulate whole blood having defined properties in clinical laboratory situations. In future kits can be developed with a low, medium and high control sample for the various immunological phenotypic determinants. Another kit can be compiled where various activation markers can be identified, quantified with a “zero”, low and high control. These whole blood IQA kits and “activation IQA kits” can be implemented for training of newly qualified staff, competency testing of staff, method development, software testing, panel settings and instrument setting testing. Control samples ideally must have a number of properties in order to be effective. For instance stability during storage times, preferably lasting more than a few weeks, reproducibility and ease of handling. These will provide the information on day-to-day variation of the technique or equipment which will enhance accuracy and improve patient care. / AFRIKAANSE OPSOMMING: Inleiding: Vloeisitometrie tegnologie het verskeie tradisionele laboratorium toetse vervang as gevolg van beter akuraadheid, sensitiwiteit en vinniger beskikbaarheid van resultate in ‘n kliniese omgewing, veral kliniese proewe. Vloeisitometrie is ‘n kragtige tegniek om chemiese (fluorokroom byvoeging) en fisiese (sel grote en kompleksiteit) karakter eienskappe van individuele selle te meet. Met die toename in gebruik en gewildheid van hiedie instrumente, neem die behoefde toe vir gevorderde kwaliteit kontroles, gestandardiseerde prosedures, met profesionele toets programme tesame met metode ontwikkeling. Klein verstellings aan instrument parameters beinvloed die betroubaarheid, herhaalbaarheid en sensitiwiteit van ‘n sitometer en moet gemonitor (en dokumenteer) word om identiese kondisies van leesings op ‘n daaglikse basis te verseker. Dit kan bereik word deur in te skakel met ‘n interne kwaliteits versekerings program [IQA: “Internal Quality Control”] en/of ‘n eksterne kwaliteits versekerings program [EQA: “External Quality Control”] te volg. Op die oomblik is daar geen sulke kwaliteits versekerings programme in Suid Afrika en/of in die verarmende Afrika lande beskikbaar nie. MIV is ‘n wêreldwye bekommernis en laboratoriums en klinieke in hierdie gedeeltes van die land verlang ‘n dringende behoefdte vir sulke “IQA” programme om kwaliteit van instrumentasie en akkurate pasiënt resultate te verseker wat tot beter behandeling van pasiënte lei. Kwaliteit versekerings programme soos “CD Chex®” en “UK Nequas” is beskikbaar, maar baie probleme met verwysing na monster integriteit as gevolg van tydsame vervoer en aflewering kondisies word hiermee geassosieër. Die behoefte het ontstaan vir ‘n laboratorium in Suid Afrika wat direk die omliggende laboratoriums, hospitale en klinieke kan voorsien met gestabiliseerde blood monsters wat gebruik kan word as “IQA”. Die vervoer en aflewerings kondisies van hierdie monsters sal aansienlik verbeter as gevolg van die korter aflewerings afstand wat direk die beperkte temperatuur wisseling beinvloed. Doel van studie: Die doelwit van hoofstuk een is om vir die leser ‘n inleiding te gee tot terminologie en konsepte van immunologie en die immune sisteem. Hoofstuk twee beskyf die impak wat gestabiliseerde heelbloed het op die kliniese immunologie met betrekking tot kwaliteit beheer en kwaliteit versekering. Die doelwit van hierdie studie is om heelbloed te stabiliseer sodat die rakleeftyd meer as 30 dae is en sodoende as verwysings-materiaal kontroles vir Suid Afrikaanse immunofenotipering kan dien. Dit is ‘n verdere doelwit om hierdie tuis-gestabiliseerde kontrole monsters te gebruik as “IQA” verwysings materiaal in verarmende Afrika lande. Die doelwit van hoofstuk vier is om limfosiete te stimuleer om verskeie aktiverings merkers uit te druk op hul selmembrane en dan te stabiliseer en dié te gebruik as Kwaliteits Kontroles vir die meer gespesialiseerde immunologiese toetse. Studie ontwerp: Hoofstuk drie beskryf ‘n aangepaste en verbeterde metode van heel bloed stabiliseering. Stabiliteit word ondersoek in ‘n verskyndenheid konsentrasies van ‘n primêre stabiliseerings agent (chromium chloried heksahidraat) en inkubasie periodes met paraformaldehied as tweede stabiliseerings agent word deeglik gedokumenteer. Bloedmonsters van gesonde indiwidië (n=10) was gestabiliseer en gemonitor vir roetine MIV membraanoppervlak antigene oor ‘n periode van 40 dae. Hierdie monsters (n=10) was gelees en geanaliseer op ‘n BD FACSCalibur™ en vergelyk met ‘n BD FACSCount™ vloeisitometer instrument. Drie gestabiliseerde heelbloed monsters (n=3) was gemonitor vir ‘n periode vir so lank moontlik die fenotipiese selmembraan molekules identifiseerbaar was en die kwantiteit bepaalbaar was. Hierdie drie monsters was gemeet op beide instrumente. As ‘n addisionele doelwit, was hierdie drie gestabiliseerde monsters ondersoek om as moontlike kalibrasie materiaal (verteenwoordig ‘n normale bloedmonster) te dien vir die BD FACSCount™ instrument in die oggende voor pasiënt monsters gelees kan word. In hoofstuk vier was limfosiete geϊsoleer en geaktiveer met ‘n verskyndenheid stimulante om optimale aktiveerings-antigene uit te druk op T helper selmembrane (byvoorbeeld CD25, CD69, HLA-DR en CD40 Ligand). Hierdie geaktiveerde monsters was geanaliseer op die BD FACSCalibur™ en daarna gestabiliseer. Na stabilisasie van die geaktiveerde limfosiet monsters was dit gemonitor oor ‘n tydperk so lank moontlik data plotte leesbaar en selpopulasies identifiseerbaar was. Hierdie monsters kan dien as ‘n moontlike “IQA” toets stel vir ‘n meer gespesialiseerde immunologiese aktiveerings kontrole doeleindes. Resultate: In hoofstuk drie; tien individiële gestabiliseerde heelbloed monsters het gedui op geen-beduidende P waardes (P > 0.05) vir CD3, CD4 en CD8 persentasies en absolute waardes; gemeet vanaf DAG 3 vergelykbaar tot-en-met DAG 40. Met korrelasie statistiek en vergelyking van die BD FACSCalibur™ met die FACSCount™ instrumente, is die volgende opgemerk; R2 = 0.9848 vir die CD4 absolute waardes en ‘n R2 = 0.9636 vir die CD8 absolute waardes. Drie gestabiliseerde monsters (n=3) was gemonitor vir MIV roetine fenotipeering tot en met DAG 84. Die selpopulasies was duidelik identifiseerbaar en die kwantitatief meetbaar op albei instrumente (BD FACSCalibur™ en BD FACSCount™). Hoofstuk vier: geaktiveerde T helper lymphosiete het 25 – 35% membraan CD40 Ligand uitgedruk op hul selmembrane. Die stimulant van keuse was ionomysien teen ‘n optimale konsentrasie van 4μM. Die optimale inkubasie tydperk was vier ure by 37°C in 5% CO2 kondisie. Ses uur inkubasie in 4μM ionomysien by 37°C in ‘n 5% CO2 omgewing was optimal vir die CD69 selmembraan uitdrukking en het 84.21% opgelewer. Vir CD25 selmembraan uitdrukking was die selle vir ses ure met phietoheamagglutinin (PHA) gestimuleer by 37°C in 5% CO2 kondisie en het 43% CD25 selmembraan uitdrukking opgelewer. HLA-DR selmembraan uitdrukking: selle was vir ses ure saam met PHA by 37°C in 5% CO2 kondisie inkubeer en het 43.32% opgelewer. CD40 Ligand aktivering/gestabiliseerde limfosiete het tot en met dag 23 stabiliteit getoon. Die ligand was duidelik identifiseerbaar en kwantifiseerbaar. Geaktiveerde lymphosiete wat CD69, CD25 en HLA-DR selmembraan merkers uitdruk het na die stabiliseerings proses stabiliteit getoon tot-en-met dag 16. Gevolgtrekking: Die doel van hierdie studie was om verwysingskontroles voor te berei sodat dit vars heelbloed naboots met uitkenbare eienskappe vir kliniese situasies. ‘n Toets kontrolestel met verwysings materiaal vir drie vlakke (byvoorbeeld ‘n lae, medium en hoë kontrole) absolute selwaardes en persentasies kan voorberei word vir roetine immunologiese fenotiperings merkers (CD3/CD4/CD8/CD45). Meer gespesialiseerde kontrolestelle vir meer spesifieke doeleindes kan opgemaak word wat ‘n verskydenheid van limfosiet aktiveringsmerkers bevat met byvoorbeeld ‘n “nul”, lae en hoë verwysings kontrole daarin. Hierdie heelbloed kan dien as “aktiveerde interne kwaliteits verwysings materiaal” en kan gebruik word om nuut aangestelde laboratorium werkers en nuut gekwalifiseerde studente op te lei. Hierdie verwysings materiaal / kontroles kan aangewend word vir bevoegdheids doeleindes (byvoorbeeld vir SANAS akkreditasie doeleindes), vir metode ontwikkeling, vir sagteware toetsing, vir paneel opstelling en instrument verstellings doeleindes. Die kontroles moet ‘n verskydenheid eienskappe bevat om effektief te wees. Byvoorbeeld, stabiliteit tydens storing, gewenslik meer as ‘n paar weke, herhaalbaar en maklik handteerbaar. Hierdie kontroles sal inligting voorsien op ‘n daaglikse basis tydens wisseling van tegnieke of instrumentasie wat akuraatheid beinvloed en op die ou-end direk pasiënt versorging bevoordeel.

published_or_final_version / Business Administration / Master / Master of Business Administration

Várias mudanças ocorreram na área da qualidade e produtividade, principalmente entre o fim do século XX e o início do século XXI, e alguns dos principais motivos que ocasionaram tais alterações dizem respeito a: competitividade existente entre as organizações, não somente a níveis nacionais, mas também internacionais; estreitamento das barreiras comerciais, com a criação de grandes blocos econômicos; retração do crescimento econômico mundial, devido à exigência por parte dos consumidores que passaram a buscar produtos e serviços com maior qualidade e menor preço. Essa série de mudanças fez com que a qualidade de produtos e serviços passasse a ser essencial para a sobrevivência das empresas. A adoção de um Sistema de Gestão da Qualidade ISO 9000 é uma opção para as empresas que buscam um diferencial na área da qualidade e um reconhecimento por meio de certificação. Entretanto, somente a implantação de um sistema de gestão da qualidade não a garante, pois é preciso que exista de fato uma mobilização interna e o envolvimento de todos os membros da organização para com o sistema. Portanto, para garantir o envolvimento de todos os membros é necessário que haja: motivação interna para a qualidade; comprometimento dos indivíduos; e o conhecimento do sistema de gestão da qualidade aliado a possibilidade de um trabalho enriquecedor, em que o colaborador possa dar ideias e sugestões para sua melhoria. Pensando nestes aspectos, este estudo teve como objetivo fazer a análise das relações entre os construtos: comprometimento organizacional, motivação, aprendizagem e empowerment, no contexto do Sistema de Gestão da Qualidade ISO 9000. Por meio do Estudo de Caso de abordagem quantitativa, que se deu por meio da realização de uma survey com escala Likert de cinco pontos, verificou-se a percepção dos funcionários da empresa X com relação aos construtos e o Sistema de Gestão da Qualidade ISO 9000 implementado na empresa desde o ano de 2013. Como principais resultados pode-se verificar que os funcionários possuem uma boa percepção do SGQ implantado na empresa, existindo diferença significativa nas médias por faixa etária e por tempo de serviço. Por meio da análise de regressão verifica-se que a percepção do SGQ sofre influência do empowerment de recurso e da motivação pelos relacionamentos no trabalho, tendo correlação positiva com 10 dos 11 fatores encontrados no estudo. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2017-09-19T19:24:28Z No. of bitstreams: 1 Dissertacao Luana Possamai.pdf: 1419774 bytes, checksum: c9f5f51fecc7ccb459cd376ab56bfabd (MD5) / Made available in DSpace on 2017-09-19T19:24:28Z (GMT). No. of bitstreams: 1 Dissertacao Luana Possamai.pdf: 1419774 bytes, checksum: c9f5f51fecc7ccb459cd376ab56bfabd (MD5) Previous issue date: 2017-09-19 / Several changes have occurred in the area of quality and productivity, especially between the end of the twentieth century and the beginning of the twenty-first century, and some of the main reasons for such changes are related to: competitiveness among organizations at national and international level, the tighteninging of trade barriers, with the creation of large economic blocs; and retraction of world economic growth due to demand from consumers who came to seek products and services with higher quality and lower price. This series of changes made the quality of products and services become essential to the survival of businesses. The adoption of an ISO 9000 Quality Management System (QMS) is an option for companies seeking a differential in the area of quality and recognition through certification. However, the implementation of a quality management system is not a warranty of its success per se, since there must be indeed an internal mobilization and involvement of all organization members with the system. Therefore, to ensure the involvement of all members for this purpose, there must be: internal motivation for quality, the commitment of individuals, knowledge of quality management system combined with the possibility of enriching work, in which the employee can provide ideas and suggestions for improvement. Considering these aspects, the purpose of this study was to analyze the relationship between the constructs: organizational commitment, motivation, organizational learning and empowerment, in the context of ISO 9000 Quality Management System. The quantitative case study, which was carried out through a five-point Likert scale survey, aimed to investigate the perception of employees of company X in relation to constructs and the ISO 9000 Quality Management System in place in the company since the year of 2013. Main results include that the employees have a good perception of the QMS implanted in the company, showing significant difference between the averages by age and tenure. A multiple regression analysis shows that employee perception of QMS is influenced by resource empowerment and motivation due to relationships in the workplace, having a positive correlation with 10 of the 11 factors found in the study.

Várias mudanças ocorreram na área da qualidade e produtividade, principalmente entre o fim do século XX e o início do século XXI, e alguns dos principais motivos que ocasionaram tais alterações dizem respeito a: competitividade existente entre as organizações, não somente a níveis nacionais, mas também internacionais; estreitamento das barreiras comerciais, com a criação de grandes blocos econômicos; retração do crescimento econômico mundial, devido à exigência por parte dos consumidores que passaram a buscar produtos e serviços com maior qualidade e menor preço. Essa série de mudanças fez com que a qualidade de produtos e serviços passasse a ser essencial para a sobrevivência das empresas. A adoção de um Sistema de Gestão da Qualidade ISO 9000 é uma opção para as empresas que buscam um diferencial na área da qualidade e um reconhecimento por meio de certificação. Entretanto, somente a implantação de um sistema de gestão da qualidade não a garante, pois é preciso que exista de fato uma mobilização interna e o envolvimento de todos os membros da organização para com o sistema. Portanto, para garantir o envolvimento de todos os membros é necessário que haja: motivação interna para a qualidade; comprometimento dos indivíduos; e o conhecimento do sistema de gestão da qualidade aliado a possibilidade de um trabalho enriquecedor, em que o colaborador possa dar ideias e sugestões para sua melhoria. Pensando nestes aspectos, este estudo teve como objetivo fazer a análise das relações entre os construtos: comprometimento organizacional, motivação, aprendizagem e empowerment, no contexto do Sistema de Gestão da Qualidade ISO 9000. Por meio do Estudo de Caso de abordagem quantitativa, que se deu por meio da realização de uma survey com escala Likert de cinco pontos, verificou-se a percepção dos funcionários da empresa X com relação aos construtos e o Sistema de Gestão da Qualidade ISO 9000 implementado na empresa desde o ano de 2013. Como principais resultados pode-se verificar que os funcionários possuem uma boa percepção do SGQ implantado na empresa, existindo diferença significativa nas médias por faixa etária e por tempo de serviço. Por meio da análise de regressão verifica-se que a percepção do SGQ sofre influência do empowerment de recurso e da motivação pelos relacionamentos no trabalho, tendo correlação positiva com 10 dos 11 fatores encontrados no estudo. / Several changes have occurred in the area of quality and productivity, especially between the end of the twentieth century and the beginning of the twenty-first century, and some of the main reasons for such changes are related to: competitiveness among organizations at national and international level, the tighteninging of trade barriers, with the creation of large economic blocs; and retraction of world economic growth due to demand from consumers who came to seek products and services with higher quality and lower price. This series of changes made the quality of products and services become essential to the survival of businesses. The adoption of an ISO 9000 Quality Management System (QMS) is an option for companies seeking a differential in the area of quality and recognition through certification. However, the implementation of a quality management system is not a warranty of its success per se, since there must be indeed an internal mobilization and involvement of all organization members with the system. Therefore, to ensure the involvement of all members for this purpose, there must be: internal motivation for quality, the commitment of individuals, knowledge of quality management system combined with the possibility of enriching work, in which the employee can provide ideas and suggestions for improvement. Considering these aspects, the purpose of this study was to analyze the relationship between the constructs: organizational commitment, motivation, organizational learning and empowerment, in the context of ISO 9000 Quality Management System. The quantitative case study, which was carried out through a five-point Likert scale survey, aimed to investigate the perception of employees of company X in relation to constructs and the ISO 9000 Quality Management System in place in the company since the year of 2013. Main results include that the employees have a good perception of the QMS implanted in the company, showing significant difference between the averages by age and tenure. A multiple regression analysis shows that employee perception of QMS is influenced by resource empowerment and motivation due to relationships in the workplace, having a positive correlation with 10 of the 11 factors found in the study.

Thesis (MBA)--Stellenbosch University, 2007. / ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB. / AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

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

Orientadores: José Antenor Pomilio, Edson Adriano Vendrusculo / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Engenharia Elétrica e de Computação / Made available in DSpace on 2018-08-20T02:26:04Z (GMT). No. of bitstreams: 1 Silva_Newtonda_D.pdf: 5963220 bytes, checksum: 500403f704e8c3419c8550979ec0b925 (MD5) Previous issue date: 2012 / Resumo: Os filtros híbridos combinam o filtro passivo com o filtro ativo para a obtenção de um filtro que aproveita as qualidades de ambos. O filtro híbrido possui uma redução de potência na sua parte ativa e apresenta um melhor desempenho que o filtro passivo. Existem diferentes topologias de combinações entre o filtro passivo e o filtro ativo, cada uma com suas características. A topologia mais usual é aquela em que o filtro ativo fica em série com o filtro passivo. Neste trabalho será analisada a topologia com o filtro ativo em paralelo com o indutor do filtro passivo. A vantagem desta topologia é a divisão das correntes harmônicas entre ambos os filtros, o que não ocorre na topologia série. O funcionamento do filtro híbrido na compensação das harmônicas de corrente da carga é aprofundado, ampliando as discussões anteriormente publicadas, identificando novas características de operação, contribuindo no estabelecimento de procedimentos de projeto tanto do circuito de potência quanto de controle. Um estudo teórico da atuação do filtro híbrido em um alimentador industrial de média tensão descrito na norma IEEE 519-1992 (workbench) é também apresentado. Resultados experimentais de implementação em um protótipo são apresentados de modo a comprovar a técnica de controle usada e também avaliar a compensação de correntes harmônicas em situações distintas de carga e harmônico de tensão na rede / Abstract: Hybrid Filters combine the passive filter with the active filter to obtain a filter that takes advantage of the qualities of both. The hybrid filter has a power reduction in its active part and presents better performance than the passive filter. There are different topologies of the combinations between the passive filter and the active filter, each with its own characteristics. The most common topology is the active filter in series with the passive filter. In this work the topology that will be analyzed is one where the active filter is parallel to the inductor of the passive filter. The advantage of this topology is the division of the harmonic current between the two filters, this does not occur in the series topology. The operation of the hybrid filter in the compensation of the load harmonic current is improved, expanding the discussions previously published, identifying new characteristics of operation, contributing to the establishment of design procedures in the power circuit as in the control. A theoretical study of the hybrid filter performance in an industrial medium voltage power supply described in IEEE standard 519-1992 (workbench) is presented too. Experimental results from a prototype implementation are presented in order to check the control technique used and also to evaluate the current harmonic compensation in different situations of the load and harmonic voltage in the source / Doutorado / Energia Eletrica / Doutor em Engenharia Elétrica

Using the University of Durban-Westville as an illustrative case study, the study examines quality assurance policies and their implementation in the South African higher education system. The scope of the study covers a wide-ranging analysis of discourses underpinning quality assurance and a focused analysis of institutional policies. As one of its central aims, the dissertation investigates the tension between quality assurance as it is conventionally understood and quality assurance conceived as continuous organizational improvement based on the principles of total quality management. The study has two fairly distinct dimensions: a literature survey focusing on global trends and practices, and an empirical investigation focusing on the University of Durban-Westville. The literature study looks global systems, trends and practices, and provides a suitable point of departure for a contextual analysis of quality management in the South African higher education system. Relying on a questionnaire and semi-structured interviews as research instruments, the study's empirical component investigates the attitudes and perceptions of academic managers at UDW towards national and institutional quality assurance policies and mechanisms. The study's findings all point to a preference for a decentralised system of quality management with the government playing a peripheral monitoring role rather than a central policing role . This study also demonstrates that the distinction between academic development and quality assurance is a spurious one and should only be made for analytical purposes. / Educational Studies / M.Ed. (Educational Management)

Nas últimas décadas, inúmeras organizações do setor da construção civil têm buscado a implantação e certificação de sistemas de gestão da qualidade. Uma certificação de qualidade, quando bem conduzida, pode ser uma importante ferramenta para garantir a eficácia e a melhoria do SGQ, trazendo vantagens para a organização. Entretanto, muitas organizações ainda não reconhecem as oportunidades de melhorias que as auditorias externas podem fornecer. O principal objetivo deste estudo consiste em analisar e comparar as variações das características organizacionais das empresas de construção civil atuantes em Curitiba e Região Metropolitana que possuem certificações de qualidade e as que não possuem. Este objetivo exige uma pesquisa para fornecer base teórica acerca da qualidade na construção, então realizou-se uma revisão da literatura sobre o tema para fundamentar a pesquisa. Outra parte da pesquisa realizada foi a coleta de informações de uma amostra representativa da população por meio do Método “Survey”. O instrumento adotado para a coleta de dados foi um questionário quantitativo, aplicado em empresas do setor da construção civil em Curitiba-PR e Região Metropolitana, para mensuração e identificação de correlação entre certificação de qualidade e características organizacionais. Os dados foram tratados e organizados com base em uma análise descritiva e multivariada. Fundamentandose na revisão bibliográfica e na interpretação dos dados obtidos na pesquisa quantitativa foi possível reconhecer que as características organizacionais que mais sofrem influência das certificações de qualidade são quantidade de horas de treinamento, formalização de cargos e funções e formalização de atividades e processos. / In the last decades, several organizations in the civil construction segment have been searching for the implementation and certification of quality management systems. A quality certification, when well conducted, can be an important tool to ensure QMS efficiency and continuous improvement, thus bringing advantages for the organization. However, many organizations have not yet recognized the opportunities for improvement that external audits may provide. The main objective of this study is to analyze and compare the variations of the organizational characteristics of the civil construction operating in Curitiba and Metropolitan Region that have quality certifications and those that do not. This objective requires a research to provide theoretical basis on the quality in the construction, then a review of the literature on the subject was made to base the research. Another part of the research was the collection of information from a representative sample of the population through the Survey Method. The instrument adopted for data collection was a quantitative questionnaire, applied to companies in the civil construction sector in Curitiba-PR and Metropolitan Region, to measure and identify the correlation between quality certification and organizational characteristics. The data were treated and organized based on a descriptive and multivariate analysis. Based on the bibliographic review and the interpretation of the data obtained in the quantitative research, it was possible to recognize that the organizational characteristics that are most influenced by the quality certifications are the number of hours of training, the formalization of positions and functions, and the formalization of activities and processes.